Customer Service: A First-Win Use Case

“95% of AI pilots fail. I lived that, full stop.” Craig Foldes (Founder of ChatWalrus, fmr. Global Head of AI at Crocs) and Matt Kruer (CIO at Bissell) join host Sean Frank to explore the state of AI within enterprise versus DTC brands. 

The conversation covers how to find + celebrate the 10% of employees who are AI power users, what it looks like when adoption works, and why this is “for the rebels.” 

They debate whether AI is the great equalizer or a quiet advantage, unpack which parts of the AI hype cycle are overblown, and make the case that the people who learn to master these tools now are the ones who will win, in their careers and in their companies. 

Craig Foldes 

https://www.chatwalrus.com/ 

https://www.linkedin.com/in/craig-foldes-1b949b96/ 

Matt Kruer 

https://x.com/matthew_kruer 

https://www.linkedin.com/in/matthew-kruer-9a90b716/ 

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Fulfil 

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Aftersell 

https://9ops.co/4i3bb5 

Richpanel 

https://9ops.co/richpanel 

Northbeam 

https://www.northbeam.io/ 

Saras Analytics 

https://bit.ly/9OP-Ytdesc 

Postscript 

https://9ops.co/postscript 

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