Between Two COO's with Michael Koenig

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

  Get 90 days of Fellow's AI meeting assistant at fellow.app/cooIn this episode, Doug and I cover:Why “AI agent” is more than just a buzzwordThe difference between deflection and resolution in AI-powered supportHow Kustomer structures RevOps, GTM, and forecastingWhat it means to operate with high-context vs. generic playbooksHow Doug thinks about team structure, ownership, and cross-functional clarityPredictions 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 LinksDoug Hanna on LinkedIn - https://www.linkedin.com/in/douglashanna1/Kustomer - https://www.kustomer.com/Michael Koenig on LinkedIn - https://linkedin.com/in/michael-koenig514Between Two COO's - https://betweentwocoos.com 

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• Sales Assembly President, Brad Rosen, on Unlocking Growth and Why RevOps Is Critical for Sustainable Scaling

  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/cooBrad 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 

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• The Bold Pivot: From Meetings to AI with Aydin Mirzaee, CEO of Fellow

  Try Fellow's AI Meeting Copilot - 90 days FREE - fellow.app/cooTimestamps:(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. LinksTry Fellow's AI Meeting Copilot - 90 days FREE - fellow.app/cooEpisode URL: https://betweentwocoos.com/the-bold-pivot-from-meetings-to-ai-with-aydin-mirzaee-ceo-of-fellowBetween Two COO's website: https://betweentwocoos.com Michael Koenig on LinkedIn: https://linkedin.com/in/michael-koenig514Aydin Mirzaee on LinkedIn: https://www.linkedin.com/in/aydinmirzaee/ 

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• AI and Privacy: Navigating the EU's New AI Act & the Impact on US Companies with Flick Fisher

  Try Fellow's AI Meeting Copilot - 90 days FREE - fellow.app/cooAI and Privacy: Navigating the EU's New AI Act with Flick FisherIn this episode of Between Two COOs, host Michael Koenig welcomes back Flick Fisher, an expert on EU privacy law. They dive deep into the newly enacted EU Artificial Intelligence Act and its implications for businesses globally. They discuss compliance challenges, prohibited AI practices, and the potential geopolitical impact of AI regulation. For leaders and operators navigating AI in business, this episode provides crucial insights into managing AI technology within regulatory frameworks.00:00 Introduction to Fellow and AI Meeting Assistant01:01 Introduction to Between Two COOs Episode02:08 What is the EU’s AI Act?03:42 Prohibited AI Practices in the EU07:46 Enforcement and Compliance Challenges12:18 US vs EU: Regulatory Landscape29:58 Impact on Companies and Consumers31:55 Future of AI RegulationBetween Two COO's - https://betweentwocoos.com Between Two COO's Episode Michael Koenig on LinkedInFlick Fisher on LinkedInFlick on Data Privacy and GDPR on Between Two COO'sMore on Flick's take of the EU's AI Act

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• Cut Your SaaS Costs: COO Justin Etkin on Smarter Procurement

  Don't forget to check out www.fellow.app/coo for a 90-day free trial of their AI Meeting Assistant.[00:00] Introduction – Michael introduces Fellow as a trusted AI meeting assistant.[01:00] Welcome to Between Two COOs – Introducing Justin Etkin and Tropic.io.[02:00] The evolution of procurement – From cost-cutting to strategic value creation.[05:00] When should companies start formalizing procurement?[07:00] Common mistakes businesses make in procurement.[10:00] Using data and AI to improve procurement efficiency.[12:00] Negotiation strategies and dealing with vendors.[16:00] The role of AI in procurement and automation potential.[20:00] How companies are shifting towards integrated procurement platforms.[23:00] The intersection of procurement and legal, finance, and security.[28:00] Justin’s wildest COO experience – Painting walls before an office move-out.[30:00] Closing thoughts – Where to follow Justin and learn more about Tropic.io.Tropic - https://www.tropicapp.io/Between Two COO's - https://betweentwocoos.com Episode URL - https://betweentwocoos.com/tropic-coo-justin-etkinMichael Koenig - https://linkedin.com/in/michael-koenig514Justin Etkin - https://www.linkedin.com/in/justintropic/Don't forget to check out www.fellow.app/coo for a 90-day free trial of their AI Meeting Assistant.

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