In this episode of The Watson Weekly, Rick Watson sits down with Gareth Cummings, CEO of eDesk, to discuss the massive shift in how brands interact with their customers. From pioneering domain-specific language models in 2018 to navigating the rise of TikTok Shop and Agentic Commerce, Gareth shares a masterclass in staying ahead of the tech curve.
Gareth Cummings is the CEO of eDesk, an AI-native customer support platform built specifically for e-commerce. With a background in banking and telecom, he brings a unique, data-driven perspective to online retail.
In this interview, you’ll learn:
The Evolution of AI: Why customer skepticism has turned into an expectation for AI-driven support.
Surviving the SaaS Slump: How e-commerce brands are pivoting toward profitability and value.
TikTok & Authentic Engagement: Why new channels are essential for building brand trust in 2026.
The Rise of AI Agents: What happens when AI starts making the purchases for us?
Chapters / Timestamps
0:00 - Introduction: Meet Gareth Cummings, CEO of eDesk
2:15 - Career Evolution: From Banking and Telecom to E-commerce Tech
5:40 - The Early Days of AI: Building Language Models in 2018
9:25 - The Shift in Consumer Mindset: From AI Skepticism to AI Expectation
13:10 - Navigating the Modern SaaS Economy: Profitability vs. Growth
17:35 - Building Brand Loyalty: Why Trust Outperforms Price
21:50 - TikTok Shop and the Power of Authentic Engagement
26:15 - Turning Support Data into a Business Strategy Engine
30:40 - The Future of Agentic Commerce: When AI Does the Shopping
35:20 - Leadership Advice: Embracing the Pace of AI Change
38:45 - Closing Thoughts and Where to Follow Gareth
The Watson Weekly is sponsored by Rithum. In commerce, timing is everything. That’s where Rithum comes in. We help brands and retailers keep every channel connected, so when the moment comes, you’re ready to act—launching faster, adapting quicker, and growing smarter.
See how your business can grow at rithum.com. that's R-I-T-H-U-M.com
#Ecommerce #AI #SaaS #CustomerSupport #TikTokShop #AgenticCommerce #TheWatsonWeekly #WatsonWeekly
