We put AI on our phones this past year. Not because it was trendy. Because our team was drowning in the 4 out of 5 calls that aren’t trying to book a service while also trying to help the customers that needed it most. The rollout process: - Started with after-hours only - Moved to overflow during business hours - Now handling 75% of inbound calls completely - CSRs focus on complex situations and customer relationships The team conversation wasn't about job security. It was about job quality. Nobody got into this business to answer the same 12 questions 100 times a day. They got in to solve problems for customers and coordinate good work. AI handles the volume. Humans handle the judgment calls. That's the play. And it's working.

One of the most important parts of going AI-first isn’t the technology, it’s how the change is delivered. When Rich Jordan at High Ground Service Pros put Hatch voice AI on the frontline, he knew the initial reaction would be concern from CSRs about what this meant for their jobs. In this webinar clip, two things stand out: 1️⃣ The focus wasn’t on deploying AI yet, but on how to deliver the message to his team. 2️⃣ That message centered on why human judgment, nuance, and escalations would still matter. The takeaway: Get the delivery right before the deployment. When teams understand the intent, adoption flows better. Stay tuned for more clips on how High Ground phased the rollout— including how CSRs were redeployed to higher leverage roles. Or just watch the recap here: https://lnkd.in/e347ayvk

Here's why we don’t sell off-the-shelf AI👇 Every business works differently. That’s why we don’t believe generic AI tools are always the right answer. Before building anything, we spend time understanding: ✅ How your team actually operates ✅ Where work slows down ✅ What decisions matter most ✅ Which processes are worth automating Only then do we design AI around those workflows. Because AI should adapt to the business; not the other way around. ✔️ Keen to learn more? Talk to us at bit.ly/meettoposg

A new Forbes article highlights agency practices that are becoming industry standards. Among the contributors, Nataliya Andreychuk points to an often overlooked use of AI: supporting internal teams, not just external engagement. When AI is embedded into onboarding, training, and knowledge access, teams move faster, depend less on individual experts, and retain best practices even as people change. This is where AI delivers real, scalable value inside organizations. 👉 Read the full Forbes Agency Council article: https://lnkd.in/dhFc_CiZ

A few weeks into 2026, and one thing has already stayed consistent: AI mandates are coming to Customer Success — if they haven’t already. Not as experiments. Not as side projects. But as expectations tied to efficiency, retention, and revenue outcomes. The teams that struggle will ask: “Where can we plug in AI? The teams that win will ask: “Where should AI meaningfully improve decisions and revenue outcomes?” The real opportunity lies in moving from reactive CS to systems that surface risk, opportunity, and next best actions —allowing CSMs to spend less time managing workflows and more time building the relationships that actually drive retention and expansion. AI mandates are here — the winners will be the teams that operationalize them with purpose.

We’re excited to share that Justin Zane, SVP & President of U.S. Marketplace & Services at OPENLANE, was recently featured in Authority Magazine! 🚀 In this in-depth interview, Justin discusses: • How OPENLANE is thoughtfully integrating AI tools and automation across operations to empower teams and enhance customer outcomes. • Real examples of how AI is being used internally—from streamlining workflows to enhancing customer-facing capabilities like condition report insights. 👉 Read the full interview here: https://bit.ly/49L34Je

We simplify AI Adoption for our customers to grow their business, we focus on 5 key steps: 👌 We start by identifying exactly where AI will drive the most ROI for your specific business goals. 👌 We ensure your data is secure, accurate, and ready to feed your AI models. 👌 We aim for 'quick wins' through small-scale trials to prove value before you scale. 👌 We provide the flexibility to choose from a broad range of AI partners so you’re never locked in. 👌 Finally, we simplify the day-to-day operations to help your current team overcome any skills gaps. Our goal is to move past the hype and focus on advancing your specific priority initiatives. #iwork4dell

I always like to tell CROs that if their AI isn’t changing rep behavior, they probably don’t have real AI deployed yet. Most teams invest with the right intentions, but too many deployments stop at summarizing meetings and deal points instead of driving better outcomes. Reps aren't able to manage larger books, close more deals, or drive more consistent forecasts, for example. If you want AI that actually moves the needle, here are two ideas worth focusing on next.

A Simple Observation From the Work I See Every Day I’ve seen many organisations rush toward AI, hoping it will fix how work feels day to day. In reality, most teams don’t need AI first — they need simpler, clearer ways of working. When people are copying data, chasing updates, or re-entering the same information, that’s rarely about effort or skill. It’s usually a sign that the process itself isn’t helping them. I’ve found that when you take the time to fix the flow of work and automate the repetitive parts, pressure drops almost immediately. Only then does AI start to make a real difference. The basics still matter. Get those right, and everything else becomes easier. It’s worth asking: where could we make work simpler for our people right now?

AI isn’t just speeding up sales teams, it’s 𝐫𝐞𝐬𝐡𝐚𝐩𝐢𝐧𝐠 𝐡𝐨𝐰 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 𝐢𝐬 𝐰𝐨𝐧. From deal execution to just-in-time enablement and action-driven analytics, the teams winning in 2026 aren’t working harder,  they’re 𝐰𝐨𝐫𝐤𝐢𝐧𝐠 𝐬𝐦𝐚𝐫𝐭𝐞𝐫 𝐰𝐢𝐭𝐡 𝐀𝐈. The question is no longer if you’ll use AI in revenue operations; it’s 𝐡𝐨𝐰 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜𝐚𝐥𝐥𝐲 𝐲𝐨𝐮’𝐥𝐥 𝐮𝐬𝐞 𝐢𝐭. 👇 What’s one sales task you’d trust AI with today? #AIforSales #RevenueEnablement #SalesLeadership #RevenueGrowth #B2BSales #SalesTech #GoToMarket #FutureOfSales #PerformanceLabsAI