Kustomer COO & President, Doug Hanna, on Building Agentic AI, Running Sales, and Structuring Modern Ops Teams for the AI Era
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Kustomer COO & President, Doug Hanna, on Building Agentic AI, Running Sales, and Structuring Modern Ops Teams for the AI Era
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In this episode, Doug and I cover:
- Why “AI agent” is more than just a buzzword
- The difference between deflection and resolution in AI-powered support
- How Kustomer structures RevOps, GTM, and forecasting
- What it means to operate with high-context vs. generic playbooks
- How Doug thinks about team structure, ownership, and cross-functional clarity
- Predictions for agent-to-agent communication: “Your AI agent will talk to my AI agent—and we’ll both just read the summary.”
Timestamps:
(02:00) Defining agentic AI in customer service
(06:30) From deflection to resolution: Kustomer’s AI in action
(10:15) How AI is changing the org chart and team design
(14:00) The problem with low-context playbooks
(17:45) RevOps structuring and ownership
(22:00) Forecasting: visibility vs. execution
(27:00) AI tooling, integration, and buyer psychology
(31:00) Agent-to-agent interactions and AI futurecasting
(34:30) What Doug’s watching next in ops and AI
Links
Doug Hanna on LinkedIn - https://www.linkedin.com/in/douglashanna1/
Kustomer - https://www.kustomer.com/
Michael Koenig on LinkedIn - https://linkedin.com/in/michael-koenig514
Between Two COO's - https://betweentwocoos.com