Understanding AI and Customer Success
On the 33rd episode of Enterprise Software Innovators, hosts Evan Reiser (Abnormal Security) and Saam Motamedi (Greylock Partners) talk with Karl Mosgofian, CIO of Gainsight. Gainsight is an industry-leading customer success platform used by enterprise organizations to optimize the customer journey from beginning to end. In this conversation, Karl shares his thoughts on balancing the hype versus the reality of current AI capabilities, understanding opportunities presented by generative AI, and approaching AI integration as an enterprise team.
In discussing the transformative potential of AI for enterprises, Karl sheds light more broadly on the evolving landscape of technological innovation. He examines AI's evolving presence in enterprise applications, citing recent breakthroughs by models like ChatGPT. Karl underscores the impact of AI on simplifying tasks, exemplifying Gainsight's use of ChatGPT for generating customer cheat sheets. "That's one thing that people miss sometimes, which is that this technology is not something that automatically does things, and you don't have to read the output. You have to tweak it. You still have to put some energy into it, but it's amazingly good at that. We're all about the customer 360. So we collect a ton of information, but it's almost too much. So we realized we could shove all of that into an LLM, have it summarize it, and essentially give what we call a customer cheat sheet." Recognizing the current ability of AI, Karl foresees the necessity of even more sophisticated iterations in the future to achieve some of the advanced scenarios the public is imagining. He cautions against succumbing to the allure of viewing AI as a current panacea for all challenges, emphasizing the importance of understanding its limitations. Drawing parallels to past technology cycles, Karl contends that while AI has made a significant impact, there exists a risk of overestimating its capabilities. This tempered outlook encourages a more measured and strategic approach to adopting AI technologies, aligning expectations with the field's current state and recognizing that while transformative, it is still not a one-size-fits-all solution.
As organizations increasingly integrate AI into their workflows, the surprises and advancements witnessed in recent developments underscore the need for businesses to stay agile, adaptive, and open to leveraging emerging technologies for sustained innovation. The continuous evolution of large language models is a testament to strides in natural language processing, offering new possibilities and applications. In considering potential applications of AI within Gainsight, Karl highlights various use cases, notably emphasizing the integration of AI in support functions and chatbots. However, he approaches this utilization thoughtfully, reiterating the necessity of maintaining realistic expectations and ensuring data quality. As Gainsight explores AI implementation, Karl's insights underscore the importance of a careful, piecemeal approach, aligning technological advancements with the organization's goals and ensuring that AI applications enhance, rather than replace, existing processes. "These GPT-enabled chatbots will be much better than the previous generation. Having said that, we've had chatbots for a long time. So, if chatbots meant that you didn't need to have support people anymore, that would have already happened. The question now is, how much of a productivity increase will a much better chatbot give you? Is it going to be enough to make a significant impact?" This nuanced perspective positions Gainsight to leverage AI holistically by addressing challenges while capitalizing on the opportunities presented by innovative technologies.
Discussing his approach to AI adoption within Gainsight, Karl emphasizes the creation of a dedicated AI-focused team as a center of excellence. Such an initiative can serve as a linchpin for seamless collaboration across various organizational domains and developing a comprehensive company-wide AI roadmap. Karl's insights delve into the intricate balance between optimism for AI's potential and the pragmatic necessity of grounded expectations, framing a narrative that aligns innovation with organizational cohesion. He also emphasizes the role of IT as facilitators and partners in the innovation journey, steering away from a dictatorial approach. Collaboration, openness, and a fluid exchange of ideas are pivotal in this endeavor. The organizational culture, he contends, must foster an environment that embraces innovation while maintaining a steadfast commitment to security. "We were very active in helping create that collaborative work within the company without necessarily saying, 'well, everything has to come through us, or we have to run everything related to AI.' I'm asking everybody on my team, 'What is your AI roadmap?' And we're working with each business group to say, 'What is your AI roadmap?' Everybody's got to figure out how this plugs into your world." This delicate balance ensures that technological advancements are harnessed responsibly, enhancing productivity without compromising the integrity of data and systems.
Karl's reflections on the intersection of AI and enterprise, the pragmatic approach to innovation, and the balance between organizational growth and security challenges offer actionable insights for industry leaders navigating the complexities of the digital age. As we stand on the precipice of transformative advancements, it becomes increasingly evident that success in the modern era is not solely dependent on technological prowess but, perhaps more crucially, on fostering a culture of adaptability, collaboration, and continuous learning. Karl's experiences at the forefront of customer success software and technology leadership emphasize the imperative for organizations to embrace change, champion innovation, and cultivate an ethos that seamlessly integrates the potential of AI with the core values that define their unique identity.
