Kustomer COO & President, Doug Hanna, on Building Agentic AI, Running Sales, and Structuring Modern Ops Teams for the AI Era
Description
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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
United States
