Incremental automation has reached the limits of what it can deliver for enterprise service organizations. In this Six Five On The Road conversation at Zendesk Relate 2026, Zendesk CEO Tom Eggemeier joins Keith Kirkpatrick and Melody Brue to examine the shift toward autonomous service operations, why specialized AI agents are replacing generalist automation, how resolution-based pricing is rewriting the economics of the service platform market, and what enterprises must do now to prepare for an increasingly agentic CX environment.

Faster AI responses did not solve the enterprise service problem. The shift now is to resolution as the organizing principle for service platform design. In this Six Five On The Road conversation at Zendesk Relate 2026, Shashi Upadhyay, President of Product, Engineering, and AI at Zendesk, joins Melody Brue and Keith Kirkpatrick to examine what autonomous service systems require at the architecture level, why fragmented tooling prevents consistent AI outcomes, how specialized agents outperform generalist models in production environments, and what will define the next generation of CX platforms as AI becomes embedded into core operational workflows.

Accenture operates ServiceNow across 1,900 business services and 800,000 employees as Customer Zero, running AI capabilities in production before advising clients to do the same. CIO Tony Leraris and Global IT Delivery and Capability Director Monika Patel-Mistry break down the live Autonomous Specialist pilot, the AI Control Tower governance architecture, and why secure-by-design is an architectural commitment that has to be made before the first agent goes live, not after the first problem surfaces.

The bottleneck slowing enterprise AI is not the model or the compute. It is the memory and storage architecture feeding the compute. In this Six Five On The Road conversation at Dell Technologies World 2026, Alan Walker of Samsung Semiconductor and Ben Burgess of Dell Technologies join Matt Kimball to examine stranded GPU economics, co-engineered infrastructure, and what the shift to agentic AI demands from an enterprise stack that was built for a different operating model.

AI-led cyberattacks have outpaced the fragmented security tooling and siloed team structures that most enterprises still rely on. Trevor Houck, Managing Director of OT Security Operations at Accenture, outlines how agent identity governance, OT security architecture, entitlement drift monitoring, and ServiceNow's Armis acquisition combine to build the cyber resilience foundation that enterprises need before AI agents scale across their operations.

Accenture, Dynatrace, and ServiceNow have built a closed-loop IT operations architecture that detects, diagnoses, remediates, and closes incidents before the business is impacted, eliminating the reactive firefighting model that has defined enterprise IT for decades. Tom Bruss, Managing Director at Accenture, and Jay Snyder, SVP of Partners and Alliances at Dynatrace, break down how Davis AI, SmartScape, and ServiceNow workflows combine to shift IT from a cost center to a proactive operational foundation, and why process reinvention has to come before automation for any of it to produce lasting results.

IBM Concert Platform consolidates observability, optimization, protection, resilience, and operations into a single agentic-first architecture, replacing the siloed tooling and fragmented team structures that slow enterprise IT response. Jennifer Fitzgerald, Director of Product Management for IBM Observability, outlines how domain agents working together compress incident resolution from hours to minutes, how Concert Protect addresses the accelerating pace of vulnerability discovery, and why business continuity now requires treating health, performance, resilience, cost, and risk as a unified operational challenge.

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Rob Thomas, SVP and Chief Commercial Officer at IBM, joins Patrick Moorhead at IBM Think 2026 to examine the AI divide: what separates the companies driving measurable margin growth from those stalling in pilot mode. The conversation covers AI operating models, the on-premises gap and Sovereign Core, real-time data architecture via Confluent, and how IBM's WatsonX and Bob address the model orchestration economics most enterprises have not solved.

Patrick Moorhead and Daniel Newman dig into the week's biggest moves in enterprise AI: Anthropic and OpenAI launching PE-backed enterprise JVs on the same day, Anthropic filling its compute gap with SpaceX's Colossus, Cerebris filing for a $3.5 billion IPO, NVIDIA going deep on co-packaged optics with Corning, and a full IBM Think and ServiceNow recap. Plus, for The Flip, hosts debate whether Anthropic, at $1.2 trillion, is the most important company in enterprise tech.

Kareem Yusuf Ph.D, SVP, Ecosystem, Strategic Partners & Initiatives at IBM, joins Tiffani Bova at IBM Think in Boston to discuss how AI maturity is reshaping partner ecosystems, how IBM is deploying AI inside its own channel operations, and what it actually took to build Kareem.ai, an internal channel health analytics tool now in active pilot.