Customer Success: Pivot Your Career
Sep 24, 2026 · 51 min · 13 segments
AI is reshaping customer success—and the winners will be those who adapt with intention. **Guest Matthew Reinbold, Senior Principal Consultant and Digital Engagement Lead at Concentrix**, joins the…
Matthew ReinboldGuest
Alex WhiteHost
David LokietzHost
As we start to pivot our podcast to more about AI, I think there's two things that have jumped out at me.

I think watermarking writing is going to be interesting because you can write something and ask questions.

AI to fix it? Does it now say it's all AI generated, even though it was your ideas and you did the critical thinking on it? Or is it when you give it just a blanket? So I think that's kind of an interesting thing.

And we always, since we've been growing up, there's all these things about the machines are going to take over the world.

And I think it's just an interesting time to be around to see this transformation, how it's going and how it's going to evolve.

And how do you keep critical thinking there and keep people leveraging it for the right way and all the bad things.

But now with all these test things breaking out, trying to solve things and hacking other companies and stuff, it's like, It's starting to get real.

I think there's going to be a point where it's going to explode and you're going to see all these stories going and models are going to be stopped and people are going to be having business process on them that are going to stop because all of a sudden they found something in this.

Yeah, I'm not going to argue either of those points because they are interesting points.

I think we're right on the edge of getting into a little bit wilder wilder west than maybe we are right now or anything we've experienced as technology has dropped in the past i agree with you there's going to be a lot of things that are going to go wrong a lot of corruption i don't know if corruption's wayward but a lot of you know people trying to log in and do things to other companies that are nefarious so it'll be interesting how it flushes out i think the other part what i'm looking forward to seeing over the next few years is the evolution of the roles that people take on.

How do the skills morph into something that can leverage the tools and the processes wrapped around AI to become more effective at what they're doing? I don't think the machines are going to run the world today as you and I have seen over science fiction over the last so many decades, but I do believe that the advent of AI is going to enable individuals to be better at their career once they learn how to use the tools in the process.

But again, organizationally, we're going to have to get to a point where we enable the folks and give them the right training to use the tools properly.

And I know from the fact that just having conversations with Matthew in the past, he's going to bring a really good take on all these items for us.

I think it's going to be interesting because like you mentioned, the training that's lacking, where do you go get training? You have every university now has AI certifications and there's no real leader.

Are you getting good AI training? Are you focusing on one of the three main models, but now X has come back with Grok and a new version.

As we start to pivot our podcast to more about AI, I think there's two things that have jumped out at me.

I think watermarking writing is going to be interesting because you can write something and ask questions.

AI to fix it? Does it now say it's all AI generated, even though it was your ideas and you did the critical thinking on it? Or is it when you give it just a blanket? So I think that's kind of an interesting thing.

And we always, since we've been growing up, there's all these things about the machines are going to take over the world.

And I think it's just an interesting time to be around to see this transformation, how it's going and how it's going to evolve.

And how do you keep critical thinking there and keep people leveraging it for the right way and all the bad things.

But now with all these test things breaking out, trying to solve things and hacking other companies and stuff, it's like, It's starting to get real.

I think there's going to be a point where it's going to explode and you're going to see all these stories going and models are going to be stopped and people are going to be having business process on them that are going to stop because all of a sudden they found something in this.

Yeah, I'm not going to argue either of those points because they are interesting points.

I think we're right on the edge of getting into a little bit wilder wilder west than maybe we are right now or anything we've experienced as technology has dropped in the past i agree with you there's going to be a lot of things that are going to go wrong a lot of corruption i don't know if corruption's wayward but a lot of you know people trying to log in and do things to other companies that are nefarious so it'll be interesting how it flushes out i think the other part what i'm looking forward to seeing over the next few years is the evolution of the roles that people take on.

How do the skills morph into something that can leverage the tools and the processes wrapped around AI to become more effective at what they're doing? I don't think the machines are going to run the world today as you and I have seen over science fiction over the last so many decades, but I do believe that the advent of AI is going to enable individuals to be better at their career once they learn how to use the tools in the process.

But again, organizationally, we're going to have to get to a point where we enable the folks and give them the right training to use the tools properly.

And I know from the fact that just having conversations with Matthew in the past, he's going to bring a really good take on all these items for us.

I think it's going to be interesting because like you mentioned, the training that's lacking, where do you go get training? You have every university now has AI certifications and there's no real leader.

Are you getting good AI training? Are you focusing on one of the three main models, but now X has come back with Grok and a new version.
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