Welcome to another episode of "Inside the Workflow," where we delve into the work habits and insights of top executives. Today, Phin, Head of Product at Zight (formerly CloudApp) chats with Mike Gosso, a renowned product leader from Montreal, Canada.
Episode Highlights:
- Mike's Career Journey: From founding startups to leading product at Zendesk and Ada, Mike shares his experiences and lessons learned in the tech industry.
- Conversational AI Evolution: Discover how Ada is transforming customer support with AI-driven automation and the importance of measuring true resolution rates.
- Empathy in Customer Support: Mike discusses the critical role of empathy and innovation in support teams and how technology bridges the gap between vision and reality.
- The Role of CPTO: Explore the emerging role of Chief Product and Technology Officer (CPTO) and how it integrates product and engineering for better efficiency and alignment.
- Managing Remote Teams: Mike shares his strategies for effectively managing a large, remote team, including the benefits of no-meeting days and flexible travel policies.
- The Future of AI: Get insights into where AI is headed in the support world and how businesses can align and trust these intelligent systems.
Join the Conversation:
Tune in to hear Mike's fascinating journey, insightful perspectives on AI in customer support, and practical tips for managing remote teams. Whether you're a product manager, tech enthusiast, or team leader, this episode is packed with valuable takeaways.