Kevan Yalowitz

We have in the tech space where I spend most of my time, we see a lot of players building their own homegrown infrastructure to measure this sentiment and understand what are the things that are causing consumers to be frustrated, and engage with support? And then how do we solve that from a product perspective?

We have in the tech space where I spend most of my time, we see a lot of players building their own homegrown infrastructure to measure this sentiment and understand what are the things that are causing consumers to be frustrated, and engage with support? And then how do we solve that from a product perspective?

We have in the tech space where I spend most of my time, we see a lot of players building their own homegrown infrastructure to measure this sentiment and understand what are the things that are causing consumers to be frustrated, and engage with support? And then how do we solve that from a product perspective?

But I will tell you that even at, you know, absolute experienced leaders, there's oftentimes a pretty massive divide between product teams and support teams. Like support teams solve problems, product teams build cool product.

But I will tell you that even at, you know, absolute experienced leaders, there's oftentimes a pretty massive divide between product teams and support teams. Like support teams solve problems, product teams build cool product.

But I will tell you that even at, you know, absolute experienced leaders, there's oftentimes a pretty massive divide between product teams and support teams. Like support teams solve problems, product teams build cool product.

And we believe that connecting those two and using AI to ensure that there's a real understanding of what those two parties need to do together is a major opportunity to get this right. And it's not... It's early days, right? I mean, it's still.

And we believe that connecting those two and using AI to ensure that there's a real understanding of what those two parties need to do together is a major opportunity to get this right. And it's not... It's early days, right? I mean, it's still.

And we believe that connecting those two and using AI to ensure that there's a real understanding of what those two parties need to do together is a major opportunity to get this right. And it's not... It's early days, right? I mean, it's still.

It is. And, you know, as I mentioned before, like the availability of support platforms now, such as a CCAI or an Amazon Connect are sufficiently available that this is no longer something that only the enterprise can use. Right. The mid-market and SMB now can have the same visibility into that data that an enterprise did exclusively five years ago. And that's really exciting in my opinion.

It is. And, you know, as I mentioned before, like the availability of support platforms now, such as a CCAI or an Amazon Connect are sufficiently available that this is no longer something that only the enterprise can use. Right. The mid-market and SMB now can have the same visibility into that data that an enterprise did exclusively five years ago. And that's really exciting in my opinion.

It is. And, you know, as I mentioned before, like the availability of support platforms now, such as a CCAI or an Amazon Connect are sufficiently available that this is no longer something that only the enterprise can use. Right. The mid-market and SMB now can have the same visibility into that data that an enterprise did exclusively five years ago. And that's really exciting in my opinion.

Totally. Well, and as an example, another example that I think is pretty exciting, if you look at what Shopify is doing, like Shopify, right, is really acting as the enabler of SMBs in the mid-market online. And they are building tools specifically to help with content creation and make the experience accessible. of a quality online interaction better.

Totally. Well, and as an example, another example that I think is pretty exciting, if you look at what Shopify is doing, like Shopify, right, is really acting as the enabler of SMBs in the mid-market online. And they are building tools specifically to help with content creation and make the experience accessible. of a quality online interaction better.

Totally. Well, and as an example, another example that I think is pretty exciting, if you look at what Shopify is doing, like Shopify, right, is really acting as the enabler of SMBs in the mid-market online. And they are building tools specifically to help with content creation and make the experience accessible. of a quality online interaction better.

But then on the back end, support tools that actually enable your five-person SMB or one-person SMB to be able to tap into the same measurement ability that a large tech company would have. That's pretty darn exciting, I would say. It's really exciting.

But then on the back end, support tools that actually enable your five-person SMB or one-person SMB to be able to tap into the same measurement ability that a large tech company would have. That's pretty darn exciting, I would say. It's really exciting.

But then on the back end, support tools that actually enable your five-person SMB or one-person SMB to be able to tap into the same measurement ability that a large tech company would have. That's pretty darn exciting, I would say. It's really exciting.

There is one point that we would be remiss not to touch on here, which is we talked earlier about experienced teams and product teams and how they work together. I would argue that in addition to having great signal, it's really important to have aligned OKRs.

There is one point that we would be remiss not to touch on here, which is we talked earlier about experienced teams and product teams and how they work together. I would argue that in addition to having great signal, it's really important to have aligned OKRs.