AI has moved from automation play to business transformation play. That shift? It’s rewriting the entire customer experience playbook.
This episode of TechTalk by Ciente gets real about what that actually means.
Suruchi Bhargava (CMO, Ciente) and Sophie Pietremont, Marketing Director for South EMEA at Zendesk, dig into the messy middle between innovation and execution. Because here’s what’s happening: AI agents are handling complex tasks with minimal oversight, customers are demanding value for their data, and brands are stuck trying to personalize without being creepy.
Sophie breaks down the framework for activating consented, first-party data, why time-to-activation matters more than your data stack, and how authenticity isn’t a campaign- it’s showing up consistently.
Here’s the thread: trust isn’t built in one campaign. It’s in whether you actually do what you say you will, whether you’re transparent about data, whether you’re creepy or helpful with personalization. That’s what sticks.
This one’s for leaders who know CX and AI aren’t separate problems; they’re the same fight. Time to press play and take some notes 🙂
About the Guest:
As Marketing Director for Southern Europe at Zendesk, a SaaS customer service platform vendor and trusted partner of companies in their change management, Sophie Pietremont is in charge of supporting the company’s growth. With twenty years of international experience in the high-tech sector, her mission is to develop a strategic plan to develop the power of Zendesk customers in the South EMEA market.
Sophie Pietremont, graduated from HEC and has held various management positions in the IT industry. Before joining Zendesk, Sophie had a solid experience in the fields of marketing and sales, which she developed in particular at Microsoft France. Previously, Sophie Pietremont was Marketing Director France for VMware, a position she also held at Salesforce and Verisign.
About Zendesk
Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at www.zendesk.com.