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Mackenzie Smith

Aug 20, 2026

2:29
Just give us overall view of this customer value piece in any business that you have experienced over the course of the last 15 years and how it is now transitioning into this AI shift.
2:43
I think the first thing that comes to mind when I hear a question like that is that AI or not, if you are working outside of an enterprise organization, you have to have a point of view of what your technology and services does and how that complements or works with your customer.
3:00
So AI to me feels like another stage in the kind of technical development cycle, but the dynamic of being external to an enterprise has stayed very consistent.
3:12
And one thing that's very easy to lose track of as you're working in an enterprise organization is your own point of view as a service provider.
3:20
It's very easy to get caught up in what your customer's next reorganization is or what their next set of business problems are.
3:28
But if you really kind of keep in mind from an organizational point of view as a service or technology provider, what your core value is and how it complements your customer's needs, then I think customers perceive that and understand that and can then leverage that value in their own organization.
3:47
One thing through the last 15 years that I've really seen and feel very strongly about is that that point of view doesn't get built in the customer facing teams.

6 MINS LATER

9:32
So how do you see it as a senior vice president to cut the time to value piece very early and getting the qualitative side of things to make sure that the deal gets closed, the deal management, pipeline management gets closed? So on a product level, if you can explain, or maybe you can explain a customer story, that'd be great for a lot of these VPs to listen.

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