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/
Connect with Kirsty O’Sullivan: https://www.linkedin.com/in/kirsty-o'sullivan/
Our sources from today’s headlines:
- Top 11 B2B Marketing Case Studies [2025]
- AI Voiced audio recaps “how do we feel about this?” (Example here)
- Chelsea Castle’s LinkedIn post
Produced in partnership with: https://shareyourgenius.com/
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