Get 90 days of Fellow's AI meeting assistant at fellow.app/coo

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

Get 90 days free with Fellow's AI Meeting Assistant - https://fellow.app/coo

Key Takeaways:

RevOps aligns and optimizes sales, marketing, and customer success, ensuring efficient and sustainable growth.

Effective RevOps requires balancing strategic planning, data-driven analytics, and tactical execution.

Successful RevOps integration hinges on clear communication, cultural alignment, and strategic hiring decisions.

AI is poised to significantly impact RevOps by improving efficiency, though human judgment remains crucial.

Metrics and KPIs in RevOps must directly correlate to revenue growth, profitability, and organizational efficiency.

Brad emphasizes proactive disruption, transparency, and alignment to navigate the rapid evolution of sales operations.

Timestamps:

(02:00) What is RevOps and how Brad transitioned into it from finance

(07:00) Common misconceptions and early mistakes in RevOps

(11:00) Building a robust RevOps foundation and data hygiene

(15:00) Creating alignment across sales, marketing, and customer success

(20:00) Key metrics and strategic decision-making in RevOps

(24:00) AI’s impact on RevOps and potential pitfalls

(30:00) Real-world experiences with AI-powered sales calls

(33:00) RevOps vs. SalesOps and defining terms clearly

(36:00) Advocating for RevOps budgets and demonstrating value

(40:00) Lessons learned about effective communication and internal alignment

Links:

90 Days Free of Fellow's AI Meeting Assistant: https://fellow.app/coo

Brad Rosen on LinkedIn: https://www.linkedin.com/in/bradrosen1/

Michael Koenig on LinkedIn: https://www.linkedin.com/in/michael-koenig514/

Sales Assembly: https://www.salesassembly.com/

Between Two COO's: https://betweentwocoos.com

Episode URL: https://www.betweentwocoos.com/sales-assembly-president-brad-rosen-on-unlocking-growth-and-why-revops-is-critical-for-sustainable-scaling

Try Fellow's AI Meeting Copilot - 90 days FREE - fellow.app/coo

Timestamps:

(02:00) Fellow’s shift from productivity tool to AI assistant.

(07:00) Implementing large-scale organizational change.

(13:00) Managing change and internal communications.

(20:00) Moving toward an agentic, automated workflow future.

(23:00) Unexpected real-world AI uses at Fellow.

(29:00) Privacy, security, and enterprise-grade compliance.

(33:00) Selecting and utilizing LLMs and managing AI economics.

(36:00) How to build an AI-first company from scratch.

(40:00) Why existing companies struggle to adopt AI effectively.

(44:00) Practical advice on starting AI implementation in established companies.

Key Takeaways:

Fellow transformed from a productivity tool into a strategic, AI-powered assistant helping organizations automate meetings, streamline workflows, and derive actionable insights.

Aydin emphasizes the necessity of disruptive innovation, detailing Fellow’s cultural shift toward agility and fearlessness to stay ahead in the AI-driven landscape.

Security, privacy, and compliance remain core to Fellow, with advanced governance and redaction features designed specifically for internal enterprise meetings.

Real-world AI applications include automatically generating meeting summaries, tracking and following up on action items, updating CRM and project management systems, and creating customized client communications.

Insights on successful AI adoption: Aydin highlights practical steps organizations should take, from establishing AI councils to experimenting actively with new technologies and leveraging external AI consultants.

Links

Try Fellow's AI Meeting Copilot - 90 days FREE - fellow.app/coo

Episode URL: https://betweentwocoos.com/the-bold-pivot-from-meetings-to-ai-with-aydin-mirzaee-ceo-of-fellow

Between Two COO's website: https://betweentwocoos.com

Michael Koenig on LinkedIn: https://linkedin.com/in/michael-koenig514

Aydin Mirzaee on LinkedIn: https://www.linkedin.com/in/aydinmirzaee/