Wild Hearts Winning Against Giants: Steve Hind’s Blueprint for AI-Driven Customer Support
Feb 11, 2025
Steve Hind, co-founder and CEO of Lorikeet, shares insights from his experience in AI-driven customer support, having previously worked at BCG and Stripe. He reveals the pivotal moment that led to Lorikeet's successful pivot and discusses strategies for outperforming larger competitors by prioritizing customer engagement over mere satisfaction. Steve emphasizes the importance of engineers communicating with customers, avoiding toxic hiring practices in startups, and anticipates that 2025 will mark a significant transformation in enterprise AI.
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Attack Hard Problems Then Roll Downhill
- Solve the hardest cases first to attract ambitious talent and build credibility with demanding customers.
- Afterwards, roll down to simpler customers using the same capabilities at scale.
Choose Ownership Over Prestigious Titles
- Take roles that give equity and ownership over chasing prestige or titles for faster career upside.
- Prefer operating roles that own outcomes over chief-of-staff jobs that mainly serve founders.
Win Together To Build Team Morale
- Improve morale by shipping and winning on hard problems, not by rituals or superficial team-building.
- Let engineers ship and get customer feedback to create shared pride and momentum.