How HubSpot Is Reimagining the Entire Customer Journey With AI Agents

**Jon Dick** (0:00)
Go-to-market problems haven't really changed that much over the last century. It's basically, how do I build demand? How do I win deals? And how do I create happy, loyal customers who retain or spend more with me? These are age-old problems.
I think what's really interesting about AI is it creates new solutions.

**Mike Kaput** (0:21)
Welcome to AI Transformations, a special series from The Artificial Intelligence Show. I'm Mike Kaput, Chief Content Officer at SmarterX and Marketing AI Institute, and I'll be your host. Every business's AI journey looks different. In each of these episodes, I sit down with leaders who have lived the real AI transformation, including the actual stories, the pain points that push them to act, the moment things started to click, and the results they can point to today. So join us as we accelerate AI literacy for all as part of our AI Transformations series.
Welcome everyone to Episode 234 of The Artificial Intelligence Show. My name is Mike Kaput. I am the co-host of The Artificial Intelligence Show and Chief Content Officer here at SmarterX. Now, if you've been following along with this series, you might understand that today's episode is a little different than our regularly scheduled programming. This is a special episode in a limited series we're running called AI Transformations presented by Google Cloud. In this series, we are spotlighting how real companies are driving real change using AI. In each of these episodes, we aim to explore how leaders at some of the world's most innovative companies are actively using AI to transform how their teams, departments, or even in some cases, their entire organizations work. We will do that by looking at their AI transformation journeys, figuring out what sparked those journeys, how those journeys unfolded, and even in some cases talk about what results they got and what got messy along the way. And we do that by interviewing leaders firsthand right here on the show, including the leader I have the privilege of talking to today, Jon Dick from HubSpot. Much more on Jon in just a minute. One quick note here, if you are a regular podcast listener and this series is new to you, do not worry. Me and Paul will still be doing our regular weekly episode of the show. Paul and Kathy are still doing their AI answers episodes. Nothing changes except you get even more episodes of The Artificial Intelligence Show. Thanks to this series.
So with that, let's get into today's AI transformation story. Now, I want to note before we dive in, today's episode is brought to us by Gemini Enterprise. Businesses of every shape and size are turning to AI. They're learning how to move faster, do more and improve their performance. But you can't just hand your data over to any platform. You need a trusted partner with years of experience. That's where Gemini Enterprise comes in. Gemini Enterprise helps you build sophisticated AI agents that can connect with your business data while also keeping it protected by world class security and governance. That means no more compromising between performance and protection. You can get started with Google Gemini Enterprise today at cloud.google.com/geminidashenterprise.
That's cloud.google.com/geminidashenterprise.
Okay. So today's guest, I am super excited to talk to you. Today's guest is Jon Dick, Chief Customer Officer at HubSpot. HubSpot is one of the defining companies in go-to-market software. It began as a major force in inbound marketing. It's grown into a customer platform used by hundreds of thousands of companies across marketing, sales, service, and more. Jon leads HubSpot's global sales and customer success organizations, which gives him a front row seat to that full customer journey, including how companies create demand, build pipeline, close deals, support customers, and grow relationships over time. Now, today's transformation story is all about how HubSpot is beginning to reimagine the entire customer journey around AI agents and AI assisted workflows. We're going to talk about how AI shows up across the entire go-to-market motion at HubSpot, and we'll also get into the organizational side of the story because Jon is coming at this.
As a business leader who helps transform how the company as a whole thinks about AI, and how work gets done based on what AI enables, and HubSpot's organizational structures for some of its teams have changed in some big ways as a result of AI. Jon, welcome to the show. So great to have you.

**Jon Dick** (4:59)
Hey, thanks for having me, Mike. How are you?

**Mike Kaput** (5:01)
I'm doing great. Doing great. We were just chatting. Yeah, it's a busy week here, but there's always something new to learn, always something new to dive into, so I want to just get right into it with you.