Understanding AI and Customer Success with Gainsight CIO Karl Mosgofian

Episode notes

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. Quick hits from Karl: On managing expectations between current enterprise AI and generative AI: “Some people are acting like AI was just invented, and it wasn't. Gainsight has had AI in our products for a long time. There are a lot of people out there who've been doing this for a long time, doing really effective stuff. But it's also true that OpenAI made a big breakthrough. LLMs are really different. They're doing some things that previous technologies couldn't do and it's super exciting, and it's going to have a big impact on the world.

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