Tom Drummond, founder and managing director at Heavybit Industries, dissects the seismic shift from graphical interfaces to conversational AI—and why most SaaS companies are thinking about it wrong. This isn't about adding chatbots to legacy products. It's about fundamentally rethinking what software means when voice becomes the primary interaction mode and agents become your customers. Drummond reveals why rapid execution trumps defensibility, how API-first companies will dominate the agent ...
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Tom Drummond, founder and managing director at Heavybit Industries, dissects the seismic shift from graphical interfaces to conversational AI—and why most SaaS companies are thinking about it wrong. This isn't about adding chatbots to legacy products. It's about fundamentally rethinking what software means when voice becomes the primary interaction mode and agents become your customers. Drummond reveals why rapid execution trumps defensibility, how API-first companies will dominate the agent ...
S8E10 - Aligning Customer Success with Business Goals ft. Dan Herd, VP of Success at Outreach
SaaS Sessions
25 minutes
1 year ago
S8E10 - Aligning Customer Success with Business Goals ft. Dan Herd, VP of Success at Outreach
In this episode of SaaS Sessions, we sit down with Dan Herd, VP of Customer Success at Outreach, one of the most popular sales engagement platforms. We dive deep into how Outreach leverages a "Desired Business Outcomes" (DBO) framework to align customer success strategies with the business goals of their clients. Dan also offers invaluable insights into driving adoption, improving customer retention, and maintaining a seamless handoff between sales and customer success teams. Whether you're...
SaaS Sessions
Tom Drummond, founder and managing director at Heavybit Industries, dissects the seismic shift from graphical interfaces to conversational AI—and why most SaaS companies are thinking about it wrong. This isn't about adding chatbots to legacy products. It's about fundamentally rethinking what software means when voice becomes the primary interaction mode and agents become your customers. Drummond reveals why rapid execution trumps defensibility, how API-first companies will dominate the agent ...
