Hugh Langley
Moderator
Sessions (3)
Sessions featuring Hugh Langley at HumanX Amsterdam 2026
Is This the "End of SaaS" Moment We’ve Been Building For?
Tom Egenmeier argued the per-seat SaaS model will die as Zendesk shifts AI agents toward consumption and outcome-based pricing, starting with automated resolutions launched in August 2024. He said Zendesk is using acquisitions, OpenAI and open-source models, and vertical workflows to automate over 80% of agent interactions within three years while preserving human escalation.
Past the Demo: Deploying AI Agents at Enterprise Scale
Kartik described enterprise AI agents moving from internal demos into customer care, coding, network automation, and internal workflows like RFPs and finance forecasting. In customer service, the company is replacing IVR with AI, expanding from question-answering to safe actions, while using evals, guardrails, and partners like Decagon to scale without locking into one solution.
The Human Side of AI
John Acunto described Napster’s shift from music streaming to “streaming intelligence” through human-like AI agents that capture customer conversations, learn from owned data, and act to reduce buying friction. He argued that businesses should use AI to understand the 97% of visitors who do not convert, while retaining their own data and ideas.