11/02/2026
The pressure to do something with AI makes it tempting to move fast just to have an answer. Zendesk’s Tim Major chose to be deliberate about it instead.
He started AI where the work was easiest to check, and the early win earned the team’s trust. That trust is what let procurement expand what AI handles, from automation to analysis to assistants inside strategic sourcing.
The rule that governs it all: AI does the prep, people make the calls, and the line between them moves only as the output proves auditable. Hours saved will not tell you whether that is working, so Tim is building a scorecard that does.
Swipe through for how Zendesk splits the work. Full entry on Field Notes: https://bit.ly/4AbTY40