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From May 18–20, 2026, Zendesk Relate 2026 brings 2,000+ service leaders to Denver to explore how AI is reshaping customer experience in real time.
Six Five Media will be on site with Keith Kirkpatrick and Melody Brue, covering how enterprises are moving from AI experimentation to agentic service models that deliver real outcomes.
Relate 2026 is expected to highlight a clear shift: customer service is evolving into a strategic growth driver. Zendesk’s latest innovations show how organizations are automating workflows, augmenting agents, and delivering faster, more personalized experiences at scale.
Keith and Melody will speak with leaders across the ecosystem to break down what’s working in production, where challenges remain, and what it takes to scale AI-driven service. Expect a focus on real deployments, measurable impact, and the operational changes behind it.
The Autonomous Service Workforce: How AI Is Reshaping Customer Operations
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.
Resolution as Architecture: Engineering Autonomous Service Systems That Actually Scale
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.
The Autonomous Service Workforce: How AI Is Reshaping Customer Operations
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.
Resolution as Architecture: Engineering Autonomous Service Systems That Actually Scale
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.