Description

AI is accelerating a structural shift in SaaS - from systems of record to systems of action. In this episode, Andy Cater - Director, AI Agents at Zendesk joins Jonathan Corrie to unpack what that means for Professional Services leaders.

As buyers demand measurable ROI within months, proof of concept is no longer enough. The new expectation? Proof of value in a live production environment. Andy explains how forward deployment helps de-risk enterprise decisions by delivering tangible outcomes early — not slideware, not promises.

Key themes include:

• Why AI creates both optimism and skepticism in buying cycles
• The rise of proof-of-value over proof-of-concept
• Customer readiness: knowledge, process, and data as the three pillars of AI success
• Why exec sponsorship and InfoSec alignment matter more than ever
• Designing forward deployment to scale without creating long-term dependency

The conversation also challenges the romanticised view of forward deployed engineering. It’s not about throwing elite engineers into accounts. It’s about building trust, enabling adoption, and creating long-term partnerships.

For Professional Services leaders navigating AI, this episode provides a clear lens on where the market is heading — and how delivery models must evolve.

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