Matthias Goehler, CTO EMEA, Zendesk On The Future of Customer Experience – Where AI Meets Empathy

Mon, 24 Nov 2025 10:03:03 +0000

In this episode of Discover Dialogues, host Vikramsinh Ghatge, Sr. Marketing Director and Editor-in-Chief at TechDogs sits down with Matthias Goehler, CTO EMEA at Zendesk, to explore how artificial intelligence, automation, and empathy are redefining customer experience (CX).

From the evolution of CRM to CX, to the rise of agentic AI and co-pilots, Matthias shares how organizations can build faster, smarter, and more human-centered customer journeys.

In this conversation, Matthias unpacks what he calls the “next frontier of CX.” Gone are the days when customer experience was a support function. Today, it’s the core differentiator for every business. With products and services becoming easier to replicate, the experience you deliver is what defines your brand. Customers are no longer being “managed” — they’re managing the relationship themselves.

He explains how modern organizations are competing not on price or product features, but on how customers feel after every interaction. According to Zendesk’s latest CX Trends Report, 60% of customers say they would switch brands after just one bad experience — proof that CX now directly impacts loyalty and revenue.

What You’ll Learn
• Why CX has evolved from CRM to a true business differentiator that directly drives loyalty and revenue.
• How AI is redefining customer journeys through agentic AI, co-pilots, and intelligent automation.
• The three core AI use cases transforming CX operations – from self-service agents to smarter routing and analytics.
• Why empathy still matters and how AI can mimic sentiment without losing authenticity.
• Emerging trends for the next two to three years – hyper-personalization, ethical AI, and AI-to-AI communication.
• Leadership lessons on aligning technology roadmaps with customer outcomes and scaling CX across diverse regions.

Time Stamp:
00:00 - Introduction
02:10 - Professional Journey
06:15 - CX, AI & Employee Experience
28:14 - Strategic And Leadership
37:41 - Rapid Fire

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About Matthias Goehler:
Matthias Goehler brings over 20 years of experience across consulting and enterprise technology, having led CX innovation at SAP before joining Zendesk to drive digital transformation for brands across Europe, the Middle East, and Africa. He shares his insights on what defines great CX today and how AI can enhance – not replace – the human touch.

If you’re interested in how AI, empathy, and leadership are transforming the future of business, this episode is a must-watch.

About Discover Dialogues:
Discover Dialogues is a thought leadership podcast where we bring in industry experts, innovators, and thought leaders to discuss the future of technology, business strategy, and digital transformation. From AI and cybersecurity to product leadership and identity management, our guests share their knowledge and experiences to help you stay ahead in the digital era.

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