Shows
Between Two COO's with Michael KoenigKustomer COO & President, Doug Hanna, on Building Agentic AI, Running Sales, and Structuring Modern Ops Teams for the AI EraGet 90 days of Fellow's AI meeting assistant at fellow.app/cooIn this episode, Doug and I cover:Why “AI agent” is more than just a buzzwordThe difference between deflection and resolution in AI-powered supportHow Kustomer structures RevOps, GTM, and forecastingWhat it means to operate with high-context vs. generic playbooksHow Doug thinks about team structure, ownership, and cross-functional clarityPredictions 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...2025-06-0446 min
Between Two COO's with Michael KoenigPart 2: Grafana Labs COO, Doug Hanna on Scaling the Go-To-Market Machine of a $3B Tech CompanyDoug Hanna, COO at Grafana Labs, joins us to discuss scaling a company to $3B in valuation after raising $330M in funding. As a former Zendesk VP of Ops, Doug has had front seats at both companies, during hyper-growth. This episode, Part 2, focuses on scaling the go-to-market machine of a multi-billion dollar company. Grafana Labs is the company behind the lead open source observability platform, Grafana, used by the likes of Salesforce, Paypal, Verizon, Ebay, and 750K other instances.Part 1 of Doug's session dropped on January 4th, 2022 and focuses on Doug's path to COO and scaling people...2022-01-1142 min
Between Two COO's with Michael KoenigPart 1: Grafana Labs COO, Doug Hanna On Building a $3B Company with Open Source, Scaling Culture and Going From 70 to 500 PeopleDoug Hanna, COO at Grafana Labs, joins us to discuss scaling a company to $3B in valuation after raising $330M in funding. As a former Zendesk VP of Ops, Doug has had front seats at both companies, during hyper-growth. This episode, Part 1, focuses on people and culture: what goes into scaling from 70 to 400 net new employees in a mere 18 months. Grafana Labs is the company behind the lead open source observability platform, Grafana, used by the likes of Salesforce, Paypal, Verizon, Ebay, and 750K other instances.Part 2 of Doug's episode will air in a few weeks and...2022-01-0422 min