What does it take to turn customer experience into a growth engine?
How can AI and data actually bring teams closer to their customers instead of further away?
What gets in the way of a united go-to-market motion, and how can companies fix it?
Those are the three big topics we’re covering in this episode of GTM News Desk.
Kirsty O’Sullivan, SVP of Customer Experience at
ZoomInfo, shares how her team uses AI to personalize onboarding at scale, how they measure GTM maturity across thousands of accounts, and why true customer obsession starts with listening well.
Jump into the action:
(
00:00) Welcome to GTM News Desk
(
01:44) Why the status quo kills brand connection
(
03:38) Dell’s IT Squad campaign and the untapped power of Reddit
(
05:18) Why the messenger matters more than the message
(
07:39) How customer trust and brand meaning go hand in hand
(
09:34) Call me GPT and the reality of AI fatigue in B2B
(
12:41) How ZoomInfo uses data and AI to build trust at scale
(
17:38) What go-to-market maturity really means at ZoomInfo
(
25:01) Using onboarding as a mirror for customer obsession
(
31:36) How ZoomInfo aligns teams to personalize customer success
To hear Kirsty’s perspective on customer-centric growth, operationalizing voice of the customer, and building a GTM strategy that connects every team, check out the extended conversation on TACK Insider:
https://tackinsider.com/
Our sources from today’s headlines:
What is GTM News Desk?
No BS news about B2B Go-To-Market.
This is GTM News Desk - the show that keeps you ahead with marketing and sales strategies that win and clarity on the experience buyers want.
Mark Kilens and Rachel Elsts Downey give it to you straight - what you’re doing wrong, what you’re doing right, and how to level up your GTM game. They dish out the latest trends, buyer behaviours, and proven plays you can put into action now. From aligning sales, marketing, and RevOps to closing deals at a clip you didn’t think possible, this podcast gives you B2B’s greatest playbooks and lays out the ‘tactics’ to avoid like the plague.
Mark and Rachel take their decades of collective experience working with top B2B brands like HubSpot and Drift and combine them with the GTM expert insights you need to create an impactful GTM strategy for your business.