Customer service has undergone significant changes in just a few years. We’ve moved from clunky chatbots with limited menus to sophisticated AI agents that understand, respond, and solve problems in real-time. But we’re now standing on the edge of something even bigger.

In today’s episode, I spoke with Matthias Goehler, EMEA CTO at Zendesk, about what the next wave of AI-powered customer experience looks like and how businesses can prepare for it.

According to Matthias, up to 80 percent of customer interactions can now be automated with modern AI tools. This is not the frustrating automation many remember. We’re talking about orchestrated systems where multiple AI agents work together.

One agent might interpret a customer’s request, another retrieves information, while others take care of backend integrations. The goal is not to deflect but to resolve quickly, clearly, and with the consistency that customers expect.

This shift is also reshaping internal support. Zendesk’s Employee Experience Suite brings the same AI capabilities used for customer service into HR and IT workflows. Employees now have access to fast, intelligent support that mirrors the consumer-grade service they’re used to in their personal lives.

Crucially, we explored what this means in a European context. With strict privacy regulations, Zendesk has developed tools that enable businesses to see precisely how AI decisions are made. Matthias explained how AI reasoning controls ensure transparency, maintain trust, and allow for complete visibility into what the AI is doing and why.

We also looked ahead. What happens when AI agents not only support us but begin to represent us? What if a customer reaches out, not through a human, but through their virtual assistant? That future may not be far off.

Is your organization ready for this shift in how service is delivered and experienced?

Most of the noise around AI focuses on developers, creatives, and knowledge workers. But what about everyone else? The nurses, store associates, logistics teams, and warehouse staff make up nearly 80 percent of the global workforce.

In today's conversation, I sat down with Tom Bianculli, Chief Technology Officer at Zebra Technologies, to talk about AI that meets people where they work. Not in a document editor or code repository but on the shop floor, in hospital corridors, and inside fulfillment centers.

Tom shared how Zebra's strategy, built on research, acquisitions, and strategic partnerships, is helping to bring practical, purpose-built AI to frontline industries. From generative assistants to machine vision systems, Zebra is developing tools that support real-world tasks without replacing the people doing them.

Whether it's improving shelf visibility in retail, enabling rapid quality control in manufacturing, or automating picking assistance through wearable cameras, the focus is on helping workers complete their tasks more efficiently, accurately, and with greater satisfaction.

One of the standout topics was Zebra Companion, the company's AI-powered assistant for frontline teams. With four dedicated agents covering knowledge, sales, merchandising, and device support, it is a tool designed for immediacy, speed, and seamless integration with the daily workflow.

Tom explained how Zebra is utilizing feedback from pilot programs to enhance the experience and why a human-centered approach to automation is crucial for reducing attrition and boosting morale.
We also examined how AI and machine vision are driving measurable improvements in logistics and manufacturing.

Recent acquisitions have strengthened Zebra's capabilities in 3D vision and high-speed industrial scanning. Looking ahead, we discussed omniscient store concepts, collaborative robotics, and the increasing value of real-time operational data.

While much of the AI conversation stays focused on the office, Zebra is showing what happens when intelligence meets physical work. This episode is a reminder that AI is not just about prompts and pixels. It is also about boxes, shelves, scanners, and real people doing real jobs.

How is your business planning to bring AI to the teams that keep everything moving?

The last time Philipp Pointner joined me on the podcast, AI was just a whisper on the horizon. We discussed the foundational role of digital identity in establishing trust between individuals and platforms. But fast forward to 2025, and the conversation has shifted dramatically. We're no longer just discussing verification for compliance. We're reckoning with synthetic identities, deepfake armies, and the growing push for reusable digital credentials.

In today's episode, Philipp returns to unpack how much has changed since 2022. As Chief of Digital Identity at Jumio, he's right at the intersection of where AI meets trust. Fraud has evolved from lone hackers into coordinated operations that run on an industrial scale. ID fraud is no longer a matter of bad actors copying documents. Its entire networks generate tens of thousands of AI-manipulated identities with the click of a button.

So, how are businesses adapting? Philipp breaks down the layered approach required for modern identity verification, touching on risk signals across various channels, including documents, devices, faces, emails, and more. He also points to an encouraging trend: cross-industry collaboration. Companies, regulators, and tech vendors are no longer working in silos. They are coordinating efforts to counter this new breed of threats.

But this isn't just about fraud. We explore how identity solutions are now a key part of improving onboarding, boosting customer satisfaction, and even reducing operational costs. With significant regulatory shifts underway in Europe, the UK, and the US, from mobile driver's licenses to national digital identity schemes, businesses can't afford to fall behind.

Philipp also tackles the AI paradox. The same technology that enables deepfakes is now critical for combating them. Jumio is using AI to detect fakes, verify liveness, and stay one step ahead of fraudsters. Biometrics, meanwhile, are becoming mainstream, not just in airports but as part of everyday onboarding and authentication.

If you're thinking about what identity means for your business in 2025 and beyond, this episode offers a practical, timely look at what's here now and what's coming next. Whether you care about compliance, conversion rates, or protecting your users, it all starts with knowing who you're dealing with. And increasingly, that requires more than just asking for a photo ID.

What role will your organization play in the future of digital trust?