Julie Lacour

Senior Business Operations Lead Zendesk

Workshop & Hackathon Day - Monday, 5th October 2026 [CET]

13:20 Workshop O: Architecting a Resolution-First Service Strategy in the Age of AI

The traditional per-seat licensing model is reaching its limit as AI agents begin to augment human productivity at scale. This hands-on Zendesk workshop provides a practical methodology to transition your CX organisation from tracking activity to delivering outcomes. Through peer exchange and guided worksheets, attendees will learn to redefine value, optimise for automated resolutions, and elevate human agents into strategic service architects.

Learning Objectives

Apply a maturity framework to identify specific organisational blockers to AI adoption
Construct a 'Resolution-Based' logic model that aligns support costs with business value
Reimagine the agent role by developing a transition plan to shift teams from manual task execution to AI system orchestration

Key takeaways

A completed AI Readiness Audit to pinpoint immediate infrastructure and process gaps
A standardised framework for measuring 'automated' versus 'standard' resolutions
A tangible vision document detailing your organisation's 12-month ROI goals

Check out the incredible speaker line-up to see who will be joining Julie.

Download The Latest Agenda

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