july 22 & 23
10 AM PDT / 1 PM EDT
Build frameworks to scale agentic service
Two specialized tracks. One hands-on experience.
Expert‑guided and hands‑on: assess agentic service readiness and build a practical plan to operate, govern, and improve AI in service. Start with the on‑demand keynote, then apply it in a live CX workshop, IT workshop, or both.
Choose your live workshop
CX live workshop
In this live session, CX leaders will:
- Align on what agentic service is and how it differs from basic automation, and why it changes what good CX looks like
- Conduct a readiness assessment using a guided worksheet across knowledge, workflows, data, and governance
- Pinpoint the highest-impact gaps and define outcome metrics and guardrails to monitor and improve over time
- Leave with a sequenced action plan and a guided look at what strong foundations look like in Zendesk
july 22
10 am PDT
IT live workshop
In this live session, IT leaders will:
- Learn a practical framework to transition from traditional ITSM to AI-powered, value-driven IT service
- Evaluate your AI readiness across critical foundations including knowledge, workflows, data, and governance
- Explore which high-impact IT service use cases to prioritize first and how to move past the hype to real-world application and measurable value
- Leave with a personalized action plan tied to measurable outcomes like MTTR, deflection, and cost-per-resolution
july 23
10 am PDT
Walk away with an execution-ready plan
A practical scorecard to assess readiness
Score where you are today across the foundations that matter most, then pinpoint strengths, gaps, and what to address first.
Clear success measures and guardrails
Define the outcomes to track, the controls to put in place, and a simple cadence for reviewing performance and improving over time.
A prioritized action plan
Turn your assessment into sequenced next steps with clear priorities for what to do now, what to plan for next, and what to tackle later.
How it Works
Watch
Register for the CX or IT workshop to unlock the on‑demand keynote on the future of service in the AI era.
Attend
Join the 90-minute live workshop with a guided worksheet and clear next steps.
Apply
Visit the on-demand library to go deeper and keep progress moving.
Watch
Register for the CX or IT workshop to unlock the on‑demand keynote on the future of service in the AI era.
Attend
Join the 90-minute live workshop with a guided worksheet and clear next steps.
Apply
Visit the on-demand library to go deeper and keep progress moving.
How it Works
Thomas Verschoren
Director, AI Product Evangelism
Zendesk
Zendesk
Mike Lonergan
Director Global Specialist, Customer Success
Zendesk
Zendesk
Orna Morris
Senior Sales Product Specialist
Zendesk
Zendesk
Frequently Asked Questions
What’s the difference between the two workshops?
The CX workshop is tailored to customer service leaders managing customer-facing support, including contact centers. The IT workshop is tailored to IT and employee service leaders, focused on the foundations (e.g., workflows, integrations, access controls, and governance) to scale AI responsibly.
Can I attend both workshops?
Yes, leaders who are interested in attending both workshops are welcome to do so. They’re on different days so you can join both sessions.
What will I use to capture my plan during the workshop?
A guided worksheet. You’ll fill it out live and can reuse it after the session to track progress.
What can I expect from the keynote session?
The on‑demand keynote covers the future of service in the AI era— agentic service, outcomes-first thinking, and responsible adoption—plus a brief overview of the live workshop.
Do I have to be a Zendesk customer to attend?
No, AI Masterclass is open to anyone and is designed to be broadly applicable.
Are the live workshops product training sessions?
No, the focus is on frameworks, planning, and practical next steps. Each session includes a guided Zendesk walkthrough showing what strong foundations and agentic resolution look like in practice, but the majority of the time is dedicated to readiness assessment and building your plan.
What content is included after the live workshops?
The on‑demand hub includes deeper education and best practices, real-world use cases, and optional Zendesk product demos to illustrate how teams implement the approach.
Can I add a workshop after I've already registered?
Unfortunately, workshop selections can’t be updated after registration is complete. If you’re unsure which workshop you’d like to attend, we recommend selecting both when you register to keep your options open.
