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I specialize in building high-performing GTM and Success teams that transform Customer…
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Lindsay Fifield reposted thisLindsay Fifield reposted thisZendesk has announced it is acquiring Forethought, expanding its AI agent offering on the Resolution Platform as the company predicts autonomous AI will handle more service interactions than humans before the end of this year. Tom Eggemeier, CEO of Zendesk, on the strategic shift: "The era of simply managing conversations is over. The future of customer experience requires agentic capabilities built for definitive resolution. Together, we will be scaling self-improving AI that learns from every interaction." Sami Ghoche, Co-Founder and CEO of Forethought, on the rationale: "Joining Zendesk is the fastest way to accelerate that mission. With Zendesk's platform, resources, and global reach, we will bring our technology to many more organisations around the world." Zendesk's AI agents already resolve over 80% of interactions end-to-end across its customer base. The addition of Forethought advances this into fully self-learning agents, capable of generating, adapting and executing complex workflows across any channel or platform without manual retraining. Key capabilities coming with the deal: purpose-built AI agents for B2B, B2C and B2E use cases; autonomous workflow execution across complex multi-step procedures; native voice automation for high-volume interactions; and expanded reach into enterprise systems even where APIs don't exist. Keith Kirkpatrick, VP and Research Director at The Futurum Group, offered a sharp external read: "At a time when many software companies are cautious or still in pilot mode, this investment reflects strong confidence in both the technology and the market's readiness." The acquisition is expected to close by end of March and will accelerate Zendesk's product roadmap by over a year. Adrian McDermott, Craig Flower, Colin Murphy, Shashi Upadhyay, Julie Swinney, Purnima Jandial, Shana Simmons, Sarah Gavin, Keith Pearce, Stephanie Camp, Allison Dawson, Dean Armintrout (Martin), Erin Pinkley, Rachel Winfield, Krystal Barghelame, Erica Clayton, Aakash Kumar, Mitchell Hanson, Zachary Tosh, Lindsay Fifield, Al Martin, Dalton Haughey, Lauren Hogan, Keith Pearce, Stephanie Camp, Allison Dawson, Dean Armintrout (Martin), Erin Pinkley, Rachel Winfield, Krystal Barghelame
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Lindsay Fifield shared thisIgnite your engines🚀! AI Agent acceleration for every platform and every customer moment is here 👏👏👏 I am beyond excited for this evolution with Zendesk and the benefits our customers will reap as part of an epic CX family!Lindsay Fifield shared thisWe have signed a definitive agreement to acquire Forethought, which will take #ZendeskAI's ability to learn from every interaction and will amplify it across every channel and platform. Read more: https://zdsk.co/4lkOP3n
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Lindsay Fifield shared thisIt’s one thing to build great tech, but it's another to see it deliver real value for the people and organizations using it every day. I’m incredibly proud that Forethought was included in G2’s 2026 Best Software for Agentic AI Products. Since these awards are fueled by real customer feedback, this win belongs to our customers as much as it does to our team! Cheers to innovation, growth, and value 📈 !!Lindsay Fifield shared thisForethought is one of G2’s Best Agentic AI Software Products of 2026. 🙌 So much appreciation for our customers who made it possible, and thank you G2 for the recognition. And yes, G2 is a customer, separate from the awards which makes this extra meaningful. We were so proud to be featured at their kickoff: "We deployed AI at the front door of Support with Forethought, improving responsiveness and creating capacity for higher-value work. That shift matters. It improves customer experience while driving operational leverage." https://lnkd.in/gkQ4nj-3 What makes Forethought a standout: - One consistent experience across voice, chat, and email. - Agents built from your own data that keep improving with every interaction. - Momentum from day one. Teams can move fast and see impact quickly. - Concierge-level CX for every customer moment. Orchestrate resolutions end-to-end, not just deflect tickets. - Enterprise-ready and trusted. Security and governance to scale with confidence. What customers are calling out: - “Proactively solve over 70% of inbound support cases.” - “70% deflection… improving CSAT… reduced wait times.” - “Best model, best metrics… real autonomous agent.” - “Reduced the time to reroute tickets by 75–80%.” - “Really powerful across live chat, email, and web tickets… best we tested.” If you left a review, thank you. It means a lot. 😍 See the full list: https://lnkd.in/gAcEp8jb #BestSoftware2026
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Lindsay Fifield shared thisOur 2025 AI in CX Benchmark Report is out! See how your CX organization is stacking up amongst others and what the possibilities are if you align your CX goals/outcomes with the right AI partner. The space is evolving fast and the results speak for themselves. Give it a download and lets learn from each other on what the possibilities (and limitations) are in CX with AI. I think you will be shocked at some of the results!Lindsay Fifield shared thisIt’s no surprise: Strong customer relationships are built on great support experiences. And more companies than ever are turning to AI to make that happen — but not all AI is created equal. Our newly released 2025 AI in CX Benchmark Report, based on insights from 600+ CX leaders, makes one thing crystal clear: 👉 Agentic AI—AI that takes action—delivers far greater impact than AI that simply responds. Companies using agentic AI are seeing meaningful gains in satisfaction, retention, efficiency, and more. This year’s report also confirms other key trends we’ve seen year over year: ➡️ Dedicated AI platforms outperform helpdesk add-ons and in-house builds ➡️ Training on your own historical data leads to better results than relying on public sources ➡️ And AI's role in voice, chat, and multi-channel support is becoming more important than ever The 2025 Benchmark Report is your guide to what’s working (and what isn’t) in CX. If you're thinking about how to implement AI in a way that actually drives results, or if you're a CX leader wanting to see how similar companies are performing with AI, this is the place to start. 📖 Read the full report: https://lnkd.in/gXrSnpBb
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Lindsay Fifield shared this🩷 💜 🩵 We work with the best brands in the country and Cotopaxi is one of the best! They truly care about their customer experience and there was no cutting corners when it came to deploying their AI Agent.Lindsay Fifield shared this“We don’t want to lose the human touch.” That was the first thing Cotopaxi told us when they considered agentic AI for customer experience. And honestly? I loved hearing that. Too many companies chase efficiency and forget what made their brand special in the first place. Cotopaxi—makers of sustainable adventure gear—refused to compromise. Their mission is "Gear for Good" and they bring that to everything, including how they treat their customers. But as they grew, the challenge became clear: how do you scale that human-centered ethos without burning out your team or ballooning headcount? That’s where Forethought came in. Our Agentic AI gave them superpowers within six months: ✨ Increased support deflection by an additional 28%+ ✨ 168% return on investment ✨ Summarized knowledge base content and helped write new content ✨ Integrated seamlessly with their stack like Kustomer and Shopify The kicker? Cotopaxi kept the same headcount through their holiday season, one of their busiest times of year. “This is the first company I’ve seen where everyone I’ve met has been awesome.” —Bron Rasmussen, CX Operations Coordinator, Cotopaxi Here’s the lesson that stuck with me: The best companies don’t run from change—they run toward it thoughtfully. Cotopaxi wasn’t looking for flashy AI. They were looking for a partner who understood their standards and helped them scale with intention. That’s what the future of agentic AI should look like. If you’re building a mission-driven company and want to keep your values while growing fast, you don’t have to pick one or the other. You can have both. You just need the right partner. Proud of the work our team at Forethought is doing to help companies like Cotopaxi create meaningful, modern support experiences. 💬⚡ See the case study here 👇: https://lnkd.in/gRMSt4Jd #AI #Agents #CustomerExperience #Leadership #CX #FutureOfSupport
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Lindsay Fifield reposted thisLindsay Fifield reposted this👋 Say hello to Forethought Voice! How often have you heard one of these 👇 "Your current hold time is 1 hour, 13 minutes…" "Please hold while I transfer you…" “Thank you for your patience, please continue to hold.” “Your call is important to us” It’s a tale as old as time: Endless hold times, frustrating transfers, and an overall painful support experience. Today, we’re bringing the power of agentic AI to phone support—transforming the way businesses and customers connect. 📢 67% of consumers would rather sort 20 lbs of M&Ms by color, cuddle a hungry bear, or watch paint dry for 24 hours than endure another terrible support call. Yikes! Yet, phone support remains the #1 channel across industries because it offers something customers value most: human connection. The challenge? Delivering that connection at scale. That’s where Forethought Voice comes in. Unlike traditional IVR systems or chatbots that get stuck on scripted flows from lengthy decision-trees, Forethought Voice listens, thinks, and acts… just like a human. What does agentic AI in phone support look like: ✅ It understands and resolves complex customer issues—no more endless transfers ✅ It provides immediate assistance with natural, human conversation ✅ And it works seamlessly across chat, email, and now voice—one workflow, multi-agent, omnichannel support for everyone Hold music? 👉 Only if that’s what you want Dead ends and endless transfers? 👉 Nope. Just resolutions Smarter support, happier customers 🎥 This is the future of phone support. And it starts today👇 Learn more: forethought.ai/voice
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Lindsay Fifield shared thisThe DeepSeek shockwave was felt far and wide this week, but what does it really mean and why does it matter? Love Deon Nicholas's take on this. Give it a listen.Lindsay Fifield shared thisDeepSeek AI is causing a stir, and a sell-off in US tech stocks this week. I sat down with Bloomberg Television to discuss: What is DeepSeek? Why does it matter? And why am I surprised the markets are reacting this way? Here are my key takeaways: 👇 🤖 What is DeepSeek R1? • DeepSeek’s new R1 Reasoning model is capable of matching OpenAI’s o-1 capabilities. • It’s 45x more efficient than OpenAI’s models—and completely open source. • It achieves this using relatively simple techniques: LLM + Chain of Thought + Reinforcement Learning. 🌍 Why does it matter? • DeepSeek — based in China — raises concerns about the US maintaining its edge in the AI race against China and other countries. • It also questions the defensibility of AI giants like OpenAI and NVIDIA • Finally, it highlights a more efficient path to building AI supermodels, which could reshape the industry. 🖥️ What about NVIDIA? • “All roads lead to NVIDIA.” They’re essentially an index for US AI spending. • But DeepSeek’s efficiency suggests most NVIDIA compute is currently wasted, which has spooked investors. • As a result, the market sell-off reflects both broader US AI competitiveness fears and specific concerns about NVIDIA. 💡 My take on the markets: • In the short term, I think the US will ramp up spending to compete faster, which will likely result in more spending on NVIDIA chips—not less. • It’s also worth noting that DeepSeek itself was probably trained on NVIDIA hardware. • We’re shifting from “training compute” to “inference compute,” and costs won’t fall dramatically just yet—they’ll simply move toward enabling “thinking” rather than training. • While I’m no markets expert, I think the current sell-off is an overreaction. ⏳ Long-term outlook: • I doubt NVIDIA will hold its monopoly forever. This is because of competitors like Cerebras Systems and Groq, NOT because of DeepSeek AI • A large portion of current spending on NVIDIA is probably experimental. • All that said, I think in the short and medium term, this probably means MORE spending on NVIDIA, not less (see: “Jevon’s law”) The AI race is moving fast, and DeepSeek R1 has introduced a lot of new questions. What’s your take? PS: Probably goes without saying but… THIS IS NOT INVESTMENT ADVICE. ✌️ #news #ai #chatgpt #openai #deepseek
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Lindsay Fifield shared thisCongrats to Deon Nicholas, Sami Ghoche and the entire Forethought team for pushing the envelope and being a leader in AI innovation for CX to get us to 1B 🤯 interactions a month. I also want to say a BIG thank you to all of our customers who trust us to ensure we represent the best of their businesses and provide an best-in-class customer experience to their customers.Lindsay Fifield shared thisForethought now powers over 1 billion customer interactions every month! 🤯 We’re so excited to announce this milestone, and to truly usher in the era of Agentic AI. At our core, we’ve always been about going beyond the “AI washing” and the marketing noise, to delivering the most value for our customers, and for the humans they serve every day. With Generative AI, only 20 to 25% of customer service inquiries can be addressed with information-only, knowledge-based answers, which is where most so-called “AI Agents” stop. To truly make a dent, the rest demand action, multi-step reasoning, and executing nuanced business logic. Think about the last time you had to reach out to customer support to reset a password, to process a refund, or help you troubleshoot complicated logic in a SaaS app. You don’t want a “bot” that just tells you information you could have looked up on your own. You want AI that will actually resolve the issue for you, end-to-end. Powered by our patent-pending Autoflows technology, Forethought is the only fully agentic AI in the world. (A bold statement, but despite all the noise many giants in the space are making, happens to be true.) This is how we truly resolve 60-80% of customer service issues, as we’ve done for our customers like Airtable, Cotopaxi, Upwork, Lime, and Fetch. And this is why Forethought was recognized as an Emerging Specialist in the Gartner Innovation Guide for Generative AI Technologies this October. I’m immensely proud of the Forethought team for this milestone. And immensely proud of the pioneering businesses we get to work with, who have chosen to trust Forethought to power their customer touchpoints. Please check out the press release below 👇, and tune into Bloomberg: The Close today at 1:30pm PT / 4:30pm ET where I’ll be talking more about this news and the future of Agentic AI. https://lnkd.in/gYWfUwPa
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Lindsay Fifield shared thisThe surface has only just been scratched! 🚀 I’m thrilled to be on this exhilarating journey with Forethought, revolutionizing how our customers interact with AI to elevate their entire end-to-end customer experiences. Exciting times ahead as we continue to transform and enhance the way businesses engage with their audiences!Lindsay Fifield shared this400%? Wow 🤯! I’m so incredibly proud of this team: Sami Ghoche, Rachel Link Robinson, Mitchell Hanson, Lindsay Fifield , Dalton Haughey, Al Martin and so many other incredible Forethinkers who make this happen. Building a company at the forefront of Generative AI for CX requires a lot of hard work and dedication from all of us. Many long nights shipping innovative products on time, like our agentic reasoning engine, Autoflows. Hours in the trenches with our customers, ensuring they have the best possible experience. And working to build an efficient business while we’re at it. The past few quarters were most difficult for me in learning how to trust in everyone’s superpowers while navigating rapid changes. I always say that the role of the CEO is to put the best people in the world into their zones of genius, and then getting out of the way. But that also means truly trusting my team to execute without micromanaging, and trusting myself enough to lead and to lean into the most critical areas in the business that maximally impact our outcomes (in my case it has been: spending as much time as humanly possible deeply getting to know our prospects, customers, and partners.) Knowing the right level of “abstraction” to operate at as a leader has been an important growth lesson for me. Since our inception, Forethought has been on a mission to deliver best-in-class customer support experiences. Our users, and their understanding of the need for human-centered, AI-powered customer support, have propelled our evolution as a company. We fundamentally believe that customer experience will be the most consequential use case for generative AI. In the coming months we’ll be developing even more ways our customers can use AI to transform their businesses and how they interact with customers. I’m so grateful to get to work with this amazing group of Forethinkers on behalf of our customers — industry leaders like Upwork, Thumbtack, Asana, Fetch, Airtable, Acorns, Gusto and more — and their customers. Wild to think that this vision of generative AI for customer support that we started in 2018, is starting to come to life. “The journey is only 1% finished.” Let’s go team! 💪🚀 #generativeai #genai #ai #customersupport #cx #leadership #entrepreneurship #tech #newsForethought Continues YoY Growth, Driven by Demand for AI-First Customer SupportForethought Continues YoY Growth, Driven by Demand for AI-First Customer Support
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Lindsay Fifield liked thisLindsay Fifield liked thisZendesk rejected my application. Then offered me something better. I applied for an AE role. It made sense on paper. Years of quota, pipeline, cold calls. Then the interviews happened. We naturally talked about my agents. My n8n connections. The Agent dashboard I've built. My prompting, my Claude setups. All the stuff I test because I find it too interesting to stop. Long story short: I didn't get the AE job. I got a question instead. "Would you consider joining the Solution Engineering team? You'd be great with us." So. Secret's out. I'm a Solution Engineer at Zendesk now. Two weeks in, one bootcamp down, surrounded by teammates whose energy and professionalism is honestly a masterclass. Here is something I actually want you to take from this: Build things. Even when people make fun of you. Even when nobody around you gets it. If you like it, do it repeatedly. Then show it to the people who know. They noticed the mother of agents before the seller. Ever been hired for a job you didn't apply for? (Yes, the glasses are new. Solution Engineers are contractually required to look like this😁) #AI #AgenticAI #SalesLife #FutureOfWork #Zendesk
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Lindsay Fifield reacted on thisLindsay Fifield reacted on thisOn my flight to San Francisco for our quarterly business reviews this week, I came across something I wasn’t expecting. I had been nominated as one of this year’s AI CX Leaders. Looking through the list of nominees, I was struck by the caliber of leaders included. Many have been shaping our industry for years, and it’s genuinely humbling to see my name alongside theirs. For me, though, this recognition isn’t really about an individual award. Customer experience is in the midst of one of the most significant transformations our industry has seen. AI is reshaping how customers engage, how support is delivered, how products evolve, and how organizations think about service as a strategic capability. What’s been most exciting is watching so many leaders approach this thoughtfully. Not by asking how AI can replace people, but how it can help organizations become more responsive, more efficient, and ultimately more human in the moments that matter most. I’m grateful to whoever thought enough of my work to submit my name, but I’m not sharing this to ask for votes. Instead, I want to recognize the broader community of CX, Operations, Product, and AI leaders who are openly sharing ideas, challenging assumptions, and helping shape the future of customer experience together. I’ve learned a great deal from many of them, and I hope to continue contributing to that conversation. Congratulations to all of this year’s nominees. I’m excited to see what we build together. #CustomerExperience #AI #CustomerSupport #Leadership #CXTransformation
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Lindsay Fifield liked thisLindsay Fifield liked thisAfter 11 years at Headspace, it's hard to capture everything that chapter meant to me. But I'm incredibly excited for this next one. Two weeks ago, I joined Scribd to lead Customer Operations. Looking back, my time at Headspace shaped the leader I am today. I had the privilege of building incredible teams, partnering with talented people across the company, and supporting millions of members around the world. I'm especially grateful to Sean Brecker for hiring me at Headspace and for the mentorship and leadership he provided throughout the years we worked together. His influence continues to shape how I lead today. Since joining Scribd, I can honestly say what drew me to the company during the interview process has only been reinforced. I've been welcomed by thoughtful, collaborative people who care deeply about our customers and the work we're doing together. I'm especially excited to be part of Gemma Craven's team. From our very first conversation, it was clear she has a deep passion for customers and a vision for how Scribd can better serve and communicate with them. That perspective was one of the reasons I knew this was the right next chapter for me. As someone who loves learning, I was naturally drawn to a mission centered around helping people discover stories, knowledge, and ideas. It's a mission I'm proud to be part of! And, if you're exploring your next chapter too, Scribd has a number of open roles across the company. Scribd Careers: https://lnkd.in/gwF52ipm
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Lindsay Fifield liked thisLindsay Fifield liked thisRemoteLock is proving that lean teams can still deliver fast, scalable support with AI: https://lnkd.in/gTiqRjwg Using Forethought AI agents by Zendesk, RemoteLock is: • Deflecting 75% of support chats • Deflecting up to 35% across all channels, including voice • Helping customers get faster answers, even in complex moments That’s a big win for a lean team. Better CX, improved efficiency, and more time for people to focus on the work that matters most. “Forethought AI allows for immediacy,” says Scott Burns, Chief Success Officer at RemoteLock. “We want customers to get their support inquiries resolved quickly, even when a live agent is not available to assist them.”
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Lindsay Fifield liked thisLindsay Fifield liked thisAfter nearly two years, I’ve wrapped up my time at Zendesk, a remarkable company where I had the privilege to grow as a leader and evolve professionally, guided by my amazing director, Natalie Fudge, and surrounded by a talented team. This departure marks the beginning of a major learning challenge, starting my journey as an M.S. Marketing Candidate at Texas McCombs School of Business. I am thrilled to start this next chapter in Austin and become a Longhorn 🤘
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Lindsay Fifield reacted on thisLindsay Fifield reacted on thisParis brought the energy at the Zendesk Showcase — and a lot of great questions as well 🇫🇷✨ One thing was clear: there’s excitement around Forethought, especially our Discover AI agents. ➡️ Theo Sargison 🎾 shared more about why Forethought AI Agents by Zendesk is something to get excited about for anyone interested in improving their customer support experience through automation. ➡️ Many attendees wanted to understand when and how they can add Discover and Voice AI agents to their existing tech stack. ➡️ Our Senior AI Success Strategist, Nicole Bonneteau hosted a workshop on Discover Agents and AI-generated Taxonomy. We were so excited to see how Forethought can help teams unlock more value from their Zendesk experience and we're stoked to keep the momentum going!
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