WEBVTT

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We have tried to adopt this technology.

adfa42ce-2198-4c19-ae2b-75d01d3bdf3e-0
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You'll hear people using the word adopt a
lot.

adfa42ce-2198-4c19-ae2b-75d01d3bdf3e-1
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And I'm beginning to think that that's
not the right word.

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What we should be doing is adapting to
this technology.

4c0c84ff-3d27-40c3-a311-9271717f814b-0
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Bryan, Peter,
thank you so much for being here.

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To both of you,

648bbe23-6217-4679-8104-766aec438643-0
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when you hear agentic era,
what does that mean to you,

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especially in the context of sales and
go-to-market teams?

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I would say that for us right now,
there's an extraordinary opportunity

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around digital labor.

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If you think about any large or even
medium-sized sales team,

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there's so much that we leave on the
table.

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There's so much that the customer
experience that could be improved.

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And a lot of this is because we just lack
the labor.

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We lack the people.

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We lack kind of the biological capability
to respond to every lead,

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to respond to every outcome.

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And so for us,
there's an extraordinary customer

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experience that we can drive with these
agentic moments,

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and we can really sort of up level every
company in every part of its sales

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process.

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And it's a really exciting time to be
here.

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You know, Peter,
I love the focus on sales and customer

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experience.

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If I look at, starting with marketing,
where we're seeing agentic really take

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hold,
it's how do we actually make the

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marketers better, more effective,
which I think fundamentally,

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if you look at the same topic or same
concept for sales and customer service,

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it allows for sellers,
it allows for customer service agents to

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be that much more authentic and complete
and knowing the customer in order to

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better serve them.

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I think the other piece that comes to
mind is,

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as we think about go-to-market
organizations across marketing, sales,

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and services—the fundamental shift in
both the mindset and the operating model.

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Or the mindset that I can now interact
with and work with this data and this

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agent in a way, like what ChatGPT did,
that allows people to interact voice,

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text, type in your computer.

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It traverses so many experiences now.

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And I think the other is,
how's it going to implicate parts of the

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operating model, especially for sales,
because it's not going to take the place

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of sales,
but it's going to harness other parts of

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the value chain that sales rely on to get
ready for a customer meeting.

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You know,
one other thing I'll add on to what

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you're saying,
which is one of the things we're finding

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is that a lot of selling processes are
kind of squishy.

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Of all of the processes in an enterprise,
sales seem to be the one that has the

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least amount of science to it.

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And so there's a lot of menial tasks that
sellers end up having to do—a lot of kind

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of like interrupt-driven type tasks that
take them away from the core of what

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they're trying to achieve.

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And so what I'm seeing in some of the
early customers is that there's a

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significant employee benefit around
moving from menial-type tasks into

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meaningful-type tasks.

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And so a lot of this is around human
potential,

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getting the best out of the humans as you
said,

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getting them to actually enjoy their jobs.

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Because I know for a fact that a really
well-motivated sales team, marketing team,

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service team,
they're going to do a hell of a lot

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better than those who are stuck in the
drudgery of work.

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And so if we can lift and elevate
people's purpose,

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there's a huge unlock opportunity for
every company there in this agentic

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operation era.

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What I think about when you said that is,
I think of activities for sellers as

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value waste, value neutral, value add.
Reps only want to deal with the

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value-neutral and value-add activities.

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All value waste, the administrivia,
they want off their plate.

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They they want something to help them.

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But I think of the frozen core and high
performers.

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We know high performers most likely don't
need agents to be successful,

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but you absolutely want to give them
agents to hyper, right,

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hyper drive their sales targets and
achievement.

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But that frozen core,
the ability to unlock that core and move

c290d3e8-e8e7-4678-a2de-101f91985665-1
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it up fundamentally can change the
trajectory of an organization's growth

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story.

a503f08d-4d7c-4a4c-92c2-78a45d2277f1-0
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So I love the ability of how do you give
these people that are performers more

a503f08d-4d7c-4a4c-92c2-78a45d2277f1-1
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science. Peter,
how are operating models evolving to

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support collaboration between digital
agents and human talent?

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Great question.

ed5eb849-6762-49c2-8d46-c3756455868f-0
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So I think we have this really unlock
moment with this technology.

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And what I've seen in many of these kind
of sales, marketing,

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and service use cases is that the top
performers accelerate using their

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technology.

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They're kind of like the first early
adopters—they're the smart kind of folks

2f2a7630-4b6d-43c5-b9c8-a16540c01511-1
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who realize,
if I just apply this little piece of

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technology into my workflow,
I'm going to have my answer before anyone

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else.

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I'm going to be faster out of the blocks
as a sprinter into the deal because you

5b63b14c-8bd0-40c7-87ff-8a23e28e7f23-1
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know, time kills all deals,
time kills all opportunity.

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And so what I've noticed is that the new
starters,

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the folks coming into the workforce,
the folks who are new to the environment,

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those folks are really good at pattern
matching and watching the great sellers,

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the great servicers, the great marketeers.

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And so what they're really good at is
copying.

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And so what I've noticed is that if we
insert into the sort of the workflow this

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capability,
we're getting a lot of people following

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behind.

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So the operating model doesn't
necessarily have to change too much.

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What I would say is that this technology
is much about humans and observing humans

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as about implementing technology.

49ee283a-4170-420d-8aba-6b690781275e-0
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This is not about an information
technology installation.

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It's about an organizational
transformation.

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And I think we sometimes get stuck in the
technology a bit too much.

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We got to go back and look at the first
principles of the human usage of these

8b056de2-d177-48a4-b8ff-777ccd8a4076-1
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technologies.

1c4973e4-c430-48e3-8950-753fe6f5c9fa-0
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Bryan,
where are you seeing organizations

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getting stuck or even getting it wrong?

141f8ef4-e475-4110-8112-79daadc3e7fb-0
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So I think there's two or three things
that we're fundamentally seeing.

d60ae1a7-4cda-4b7b-90ad-cdfded184000-0
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I think one is organizations are pushing
out a ton of pilots.

94a970f8-c642-4a7b-8580-f659029cd0b9-0
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They're going very wide.

8ebbf23b-59d4-4b6d-9210-c96fbb00b4fb-0
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And I always think that if you can find a
discrete process, not parts of it,

8ebbf23b-59d4-4b6d-9210-c96fbb00b4fb-1
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but discrete process and then go
incredibly deep across the data,

8ebbf23b-59d4-4b6d-9210-c96fbb00b4fb-2
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the analytics,
the automation that's required to power

8ebbf23b-59d4-4b6d-9210-c96fbb00b4fb-3
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that process,
you're going to find greater adoption.

cd3c51f1-5fdc-46c6-8eec-9bde27cf9457-0
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So don't go wide, go thin,
complete a process and go deep.

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I think the second thing is focus matters.

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We're seeing in so many investments that
are board level,

04e67dba-7cce-4f87-a579-42b153700f35-1
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the people who are meant to turn this on
for the end user are being asked to do

04e67dba-7cce-4f87-a579-42b153700f35-2
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three or four different things at the
same time.

e04ba245-98ac-4b74-8a47-b3f567d4ac04-0
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Being agentic-led requires full focus.

02901ecd-ae17-4c36-b1ad-add5aadf6184-0
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There's so many things that we're
learning and focus is required.

38b77264-4c23-422a-9933-914cdd930a96-0
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And they're getting stuck because they're
saying, well,

38b77264-4c23-422a-9933-914cdd930a96-1
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I focused on two other things.
And focus matters.

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I think the third thing is we're seeing
organizations identify value potential,

e14f5ef2-e175-48ce-aedc-4d418187f8cf-1
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and value potential versus a very
discreet value case is always going to be

e14f5ef2-e175-48ce-aedc-4d418187f8cf-2
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important because that helps drive the
focus, helps identify the process area,

e14f5ef2-e175-48ce-aedc-4d418187f8cf-3
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and helps you go deep into the things
required to unlock it.

b3e11fdf-6c66-4c88-8a7c-b12effe7f113-0
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I'll only add the following.
In our research we've been doing with

b3e11fdf-6c66-4c88-8a7c-b12effe7f113-1
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customers over the last, say, 14,
15 months is that we saw last year was

b3e11fdf-6c66-4c88-8a7c-b12effe7f113-2
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very much around, you know,
the experimentation trying to understand

b3e11fdf-6c66-4c88-8a7c-b12effe7f113-3
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what this technology does.

3874e1da-c3fe-4a3f-9e0e-e1c071450112-0
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And we were all assuming that this year
would be the year of implementation.

d3460294-256f-4fb9-87f6-ff1833afd005-0
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But we're finding that there's bumps on
the way,

d3460294-256f-4fb9-87f6-ff1833afd005-1
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exactly what Bryan was talking about
like—especially your last point around

d3460294-256f-4fb9-87f6-ff1833afd005-2
00:07:02.664 --> 00:07:06.320
understanding the true value of this and
understanding the business applicability.

167ddec4-746f-4706-adb3-ba0985f54d86-0
00:07:06.640 --> 00:07:08.640
So here's my insight that I'm going to
take away,

d0550019-bfb6-4a88-b84e-40f8c89d9251-0
00:07:08.640 --> 00:07:15.800
I've taken away from the last year.
We have tried to adopt this technology.

5c96348a-dffe-4fa9-b371-7c9c2b69155c-0
00:07:16.200 --> 00:07:18.647
You'll hear people using the word adopt a
lot.

5c96348a-dffe-4fa9-b371-7c9c2b69155c-1
00:07:18.647 --> 00:07:21.720
And I'm beginning to think that that's
not the right word.

02d47e8a-c155-4e69-87d2-2a038ee6b730-0
00:07:22.400 --> 00:07:25.920
What we should be doing is adapting to
this technology.

67a6fb61-67cf-43a7-888c-740027b3c44b-0
00:07:26.120 --> 00:07:30.052
We need to look at how our business
processes are organized,

67a6fb61-67cf-43a7-888c-740027b3c44b-1
00:07:30.052 --> 00:07:33.920
how our teams collaborate,
how our companies are organized.

745a4cdc-5e9e-4676-9273-e8f569d2a6be-0
00:07:34.600 --> 00:07:38.617
And one of the things that came out of
even the session this morning with a

745a4cdc-5e9e-4676-9273-e8f569d2a6be-1
00:07:38.617 --> 00:07:41.102
customer was,
we have an annual human cycle in

745a4cdc-5e9e-4676-9273-e8f569d2a6be-2
00:07:41.102 --> 00:07:45.119
companies of budgeting and organizing and
hiring and doing all the changes.

f333987c-6e06-4949-aeb2-a49a34901e05-0
00:07:45.400 --> 00:07:49.351
But we've got a technology life cycle is
now measured in weeks, days,

f333987c-6e06-4949-aeb2-a49a34901e05-1
00:07:49.351 --> 00:07:51.440
and the two are no longer compatible.

1a85702b-675c-43eb-9824-75b113d6cf2f-0
00:07:52.080 --> 00:07:57.218
And so our ability to adapt to that
massive speed cycle is now the challenge

1a85702b-675c-43eb-9824-75b113d6cf2f-1
00:07:57.218 --> 00:08:02.490
for every leader out there to make these
technologies pay off the promise that

1a85702b-675c-43eb-9824-75b113d6cf2f-2
00:08:02.490 --> 00:08:04.759
we've all been hearing we can get.

f7c25d5d-8e8a-42ba-895c-597c5f806621-0
00:08:05.320 --> 00:08:07.120
Peter, Bryan, thank you so much.

bc19b7b1-2973-49a6-b6cf-55b7aa71f9ac-0
00:08:07.240 --> 00:08:07.960
Thank you very much.

61ac53f5-c10a-42bf-a838-f76f14eb8da4-0
00:08:08.240 --> 00:08:08.640
Thank you.