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TechRadar
TechRadar
Craig Hale

Customer service hasn’t changed, but how we handle it has, Zendesk EMEA CTO says

Zendesk EMEA
Zendesk Relate 2025.

At the recent Zendesk Relate 2025 conference, I spent some time with the company’s EMEA CTO, Matthias Goehler, to better understand AI’s effects on customer service and what it means for both customers and agents.

Discussing key areas like customer pain points, AI implementation challenges, regional differences and ethical considerations, Goehler started the discussion by asking me to take a step back and look at customer service from a different standpoint.

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