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

Jun 4, 2025 · 1 min read · Get 90 days of Fellow's AI meeting assistant at fellow.app/coo Doug Hanna, President & COO of Kustomer (acquired by Meta), returns to the pod for Episode 51 of Between Two COOs. This time, we’re talking about AI—specifically agentic AI—and how it’s reshaping customer service, GTM workflows, and ope

Episode

Jun 4, 2025

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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/