HubSpot INBOUND24: Your Practical, Tactical, Somewhat Unhinged Recap

Episode Transcript

Intro (00:01):
Do you live in a world filled with corporate data? Are
you plagued by siloeddepartments? Are your lackluster
growth strategies demolishingyour chances for success? Are
you held captive by the evilmenace Lord Lack? Lack of time,
lack of strategy, and lack ofthe most important and powerful

(00:24):
tool in your superhero toolbelt, knowledge.
Never fear, hub heroes. Getready to don your cape and mask,
move into action, and become thehub hero your organization
needs. Tune in each week to jointhe league of extraordinary
inbound heroes as we help youeducate, empower, and execute.

(00:50):
Hub Heroes, it's time to uniteand activate your powers. Before
we begin, we need to disclosethat Devin is currently employed
by HubSpot at the time of thisepisode's recording.
This podcast is in no wayaffiliated with or produced by
HubSpot, and the thoughts andopinions expressed by Devin
during the show are that of hisown and in no way represent

(01:10):
those of his employer.

George B. Thomas (01:11):
You know,

Max Cohen (01:11):
it'd be really funny if just for April Fools one day
What? We just, like, changed theintro just, like, once, where it
was just like, are you just acomplete dumbass? And just and
just throw that into, like, oneof them. You know, to

George B. Thomas (01:24):
be Do

Liz Moorhead (01:25):
you know how to spell HubSpot and that's it?
Yeah.

George B. Thomas (01:28):
Oh, wow. Then we've got a service for you.
Goodbye.

Max Cohen (01:33):
It's called spell check.

Liz Moorhead (01:34):
Alright. So, gentlemen, we're finally back.
We had inbound. We had ahurricane. We had power outages,
but gosh darn it.
We're here. Yeah. How's it feel,guys? How's it feel?

Max Cohen (01:45):
We did it.

Liz Moorhead (01:46):
But we're not alone.

George B. Thomas (01:47):
I'm I'm finally not, tired anymore
because I was tired for, like, aweek and a half.

Liz Moorhead (01:54):
Well, then I'm not doing my job correctly.

Max Cohen (01:56):
I gotta

Liz Moorhead (01:57):
get back on that train.

Max Cohen (01:58):
I've been, I've been working out I've been working
out twice a week, for an entireyear since the last inbound. And
so I was, like when I was there,I physically felt fine. I didn't
really sleep that well. One ofthe days, I, like, literally had
an entire night where I, like,didn't fall asleep, like,
between Wednesday and Thursday.

George B. Thomas (02:18):
Next morning. I was like,

Max Cohen (02:19):
I was like, you okay? Husk.

George B. Thomas (02:20):
It was like it was like fear of the walking
dead Max Cohen style. It's like,oh god.

Max Cohen (02:25):
Yeah. I was a husk. It was bad. But, like, I
remember last year when it wasjust like I was getting through
it, and, like, my back was justdestroyed by the end of the day.
And, like, I could barely, like,walk when I got up and
everything.
This year, I, like, I you know,I was running on adrenaline the
entire time, and, like, I wasfeeling great through the entire
conference. That weekend after,though, when I came home, it it

(02:48):
all hit me at once, and I wasjust I couldn't even get out of
bed. It was just the whole weekcaught up to you, and it was
just it was so terrible. Butgreat event. You did better

George B. Thomas (02:59):
than me. You did

Max Cohen (03:00):
better than me.

George B. Thomas (03:00):
I made it to the plane, bro.

Chad Hohn (03:02):
Mhmm.

Max Cohen (03:02):
To the

George B. Thomas (03:02):
plane and yeah. Just done. Done.

Max Cohen (03:06):
Yeah. Ouch. Brutal. Anyway But,

Liz Moorhead (03:08):
George and Max, we're we're not by ourselves
today. We have a friend. Yes.Friend of the pod, Chad.

George B. Thomas (03:14):
We like Friend

Max Cohen (03:15):
of the pod. Lord of the chat is what I'll say. Lord
of the chat. Oh. Lord of thechat.
Chad. Lord of the chat.

George B. Thomas (03:21):
Like, lord of the chat. That's we should just
call him that from

Max Cohen (03:23):
now on.

Liz Moorhead (03:24):
But he he's not just that, man. He's our HubSpot
super admin, our technicalwizard, our I guess, what else?
Lord of CRM customizations, lordof integrations and solutions
architecture. I don't know whathappens, but, like, when we
watch him, like, just kill it inthe chat during the live
audience fun stuff, I'm like, Iunderstand 50% of what you're
saying. You are so smart.

George B. Thomas (03:44):
I'm sorta scared a little bit because it's
like it's not a chat. It's likea Chad. Like It's a Chad. Here
right now.

Liz Moorhead (03:51):
A giga Chad.

Max Cohen (03:52):
Yep. Yep. Giga Chad. Oh, Giga Chad. You should see
how it is.
Superhero is the Giga Chad. Oh.Wow.

Liz Moorhead (03:59):
Just a chin in a printer.

Max Cohen (04:01):
This is Chad mewing up a storm. Yep. Yeah. There you
go. He gets it.
Yep. That's right. %.

Chad Hohn (04:06):
That's what's up.

Liz Moorhead (04:07):
That's what's up.

George B. Thomas (04:08):
Yep. So Now nobody saw that, though. That's
the thing. The the peoplelistening on the audio podcast
are like, Anyway,

Liz Moorhead (04:15):
go on. Chad, do you wanna describe in
excruciating detail what youjust did so it's even funnier
for the audience? Because I hearwhen you explain jokes. So I've
got to admit something for ourlisteners at home. I am equal
parts happy and excited aboutthis inbound recap, also because
it's because I'm sad because Ididn't get to be there.

(04:36):
I had something unexpected comeup at the last minute. So I am
like the listeners today havingread a bunch of inbound recaps,
having listened to a bunch ofinbound 24 podcast episodes
about and they and they allsound the same. Right? They're
all the same product updateswith the same background
information with the same stuff.And so what I'm really excited

(04:58):
about with today's conversationis, yeah, we're gonna talk about
some of the wacky hijinks we allgot up to or you all got up to
while you were up there in thegreat bean town of the beyond.
But we're also gonna go a littlebit deeper into some of the
things that we heard during theproduct updates, what we're
actually thinking, whatquestions did we get answered,
answers did we get that actuallycreated more questions than

(05:18):
answers. So we're gonna startactually with you, George. I
wanna start a bit of fun becausemy dude, my guy, my brother in
Christ, you were on stage fivetimes. You were on stage five
times this year.

George B. Thomas (05:34):
Yeah.

Liz Moorhead (05:34):
What? Take us behind the scenes of that. What
did you love? What challengedyou? What happened?

George B. Thomas (05:40):
Yeah. First of all, it wasn't by design. I just
want I'm not insane. I wanteverybody to know that.

Liz Moorhead (05:45):
So Well, those two things are not related. Two
things can be true. Yeah.

George B. Thomas (05:49):
That's this this is true. So so it all kind
of just it was like a snowball.Right? It was like a snowball
going on. And so for years, I'vebeen doing the late night show,
and it was this thing where wewould be in, like, a pseudo
broom closet or, like, in thehallway or we'd be out on the
grass, the lawn.

(06:09):
And it'd be, like, multiplepeople doing, like, a Twitter
live one year and, like, aLinkedIn live the next. And this
year, they actually put us,like, a news anchor desk, and I
had, like so cool.

Max Cohen (06:24):
It was so awesome.

George B. Thomas (06:25):
It was sick. And we had, like, three guests
and myself, and we did it twonights. And so each night for,
like, thirty to forty ishminutes, we were doing the late
show. So that's two times. Then,obviously, I got a chance to
speak, and so I did the, like,future of content, you know,
harmonizing human and AI.
Well, that was that was awesome.And during that whole process,

(06:47):
they actually asked if I woulddo this AI debate. And I said,
well, sure. Like, why not?Because at this point, I'm like,
the late night show is cool, andI can lean on the guest to do
the content.
I'll just do my session onThursday, and I'll do an AI
debate on Friday. And so sweet.Oh, this is awesome. Well, then
then they open up they thedebate was fun, by the way. And,

(07:11):
so so then they open up forpeople to register for the
session, and, Liz, in, like, anhour and forty eight minutes, my
session was full.
And so then they reached out,and they're like

Chad Hohn (07:23):
It was full.

George B. Thomas (07:23):
By the way, I'm not I'm saying that humbly
because

Chad Hohn (07:26):
It's humbly full.

Max Cohen (07:27):
It's on

George B. Thomas (07:27):
the it's on the hat. It's on the hat. No.
I'm not just a guy, but I'msaying it humbly. So so then all
of a sudden they reach out to ahuman.
Encore. And I'm like, well, ofyou don't tell inbound no. Like,
that's the cardinal rule. Youdon't tell inbound no. And so I
was like, yes.
I will. And so that led toFriday, which was the morning

(07:49):
debate in the afternoon encoreand then Ryan Reynolds since
hence why I was snoring as soonas we hit the plane after a
three hour delay. But, anyway,that's not why we're here. So
five times, it was exhilarating.I would absolutely do it again.
And, I learned out of it acouple things. One, I learned

(08:15):
that you shouldn't judgeyourself on on how you feel your
talk went, and I also learnedthat you have as much energy as
you need until you don't need itanymore. Because I kept worrying
about running out of steam alongthe way, but I was like, nope.
Feel good. And, honestly, myFriday session, I was on fire.

(08:38):
Like

Liz Moorhead (08:38):
Wall to wall bangers.

George B. Thomas (08:40):
Oh, man. Killing it. I was

Chad Hohn (08:41):
at that one.

George B. Thomas (08:42):
Yeah. Friday was nuts. Like, I had I had,
like, this, okay. You're aboutto run out of gas, so let's go
and turbo boost. And, like, wasjust cranking through the
audience.
Like, it was A little

Max Cohen (08:54):
a little puke and rally as we used to call it in
college. Yeah.

Liz Moorhead (08:57):
Disco naps.

Max Cohen (08:59):
George, you you did you you also had a little bit of
a technical, mishap on yourfirst one. Right? The

George B. Thomas (09:05):
Thursday. The the Thursday. Yeah. Thanks.

Liz Moorhead (09:09):
Well, Max, wait a couple of minutes.

Max Cohen (09:10):
Saying you still I wanna know the story, dude. It's
a fun story.

George B. Thomas (09:15):
Here here's the thing. So, the first
session, I didn't have any WiFi, which I needed Wi Fi because
I wanted to show actual, like,you know, Google Docs and
website pages and helpful thingsto the humans who are trying to
learn about this stuff.

Max Cohen (09:31):
Things on the screen.

George B. Thomas (09:32):
So then when I try to use my hotspot okay.
Sweet. I got hotspot. It'sworking. But then all of a
sudden, I couldn't show myscreen if I was showing
PowerPoint and going back andforth, and there was a technical
issue, and I'm like, oh my god.
So I just rolled with it. I justdid it, and I but I felt bad
about it. I was like, I didn'tlike that at all. Let I'll get

(09:52):
back to that in a second. Like,I was beating myself up.
I, like, told my wife, like, Ijust I'm so frustrated right
now. And, so then Friday,though, I had Wi Fi. We figured
out why and how we could go backand forth. And so and and I was
on fire, and I was like and Igot done, and I looked at
everybody. I was like, that'swhat I wanted on Thursday.
Now here's here's the funnyfreaking crap about me beating

(10:16):
myself up about this is, guys, Igot the information back from
from inbound. And what's funnyis my score, the audience, my
score for Thursday let me pullthis up so I'm actually giving
you the real stats. Was a 4.67out of five. Mhmm.

Max Cohen (10:38):
There you go.

George B. Thomas (10:39):
The one that I was pissed about. The one that
I'm like, oh, that sucked. Like,I know what it wanted it to be.
Encore

Max Cohen (10:46):
Three seven. Was four no, dude. What?

George B. Thomas (10:49):
Two five.

Max Cohen (10:50):
No. I just be funny. What the

George B. Thomas (10:53):
my Encore was 4.73.

Max Cohen (10:56):
There you go.

George B. Thomas (10:57):
So we're literally talking about, like,
fractions of a percentagedifference. Mhmm. And and I was
like, why was I judging myself?Like, what so so that's why I
say you you shouldn't judgeyourself in the moment on what
you think you did or thought howyou did and about the energy
piece. Mhmm.

Liz Moorhead (11:13):
Now the other thing too I wanna throw out to
our listeners at home is that ifyou did not get to see Georgia's
session or you're like me andyou didn't even make it to
inbound at all, one of thethings that you did that was
really cool this year, Georgia,I remember seeing on LinkedIn
that somebody who attended yoursession shouted this out. You
Tiffany. Yeah. Yeah. Youcreated, like, this crazy
activation content.

(11:34):
Meaning, like Mhmm. I thinkwe've seen a lot of people at
inbound. Like, they're on stage.They're like, if you go to this
link, you can get stuff. Andit's usually like, here's some
slides.
Would you like to book a demo?Here's, like, a really crappy
one page Google Doc checklistthat is kind of whatever. But

George B. Thomas (11:49):
Give me money. About

Liz Moorhead (11:50):
it. But what's cool about it in, folks at home,
it's atsidekickstrategies.com/inbound20four.
Going through it, you you have,like, a video on the page. You
give them two different massivechecklists. So AI prompt
checklist and an editingchecklist and the presentation
slides, and then you gave them abunch of extra resources.

(12:12):
And then you also rerecordedyour session so they could just
watch it. Right.

Max Cohen (12:17):
Yeah. And then he dropped his only fans link. It
was crazy.

Liz Moorhead (12:20):
That is wild.

Chad Hohn (12:21):
His only only heroes link.

Liz Moorhead (12:23):
Wanna watch me implement HubSpot?

Max Cohen (12:25):
Oh, heroes gone wild. Oh, so

George B. Thomas (12:28):
so here's the deal. What I want everybody to
realize is, yeah, I recorded theentire session. So you're you're
talking about an hour and thirtyminutes Mhmm. Of content, AI.
Like, so if you couldn't makeit, like, it's all there.
And and, Liz, the thing is thedays of just giving your slide
as a speaker are gone. Mhmm.Like, we are in a world if we're

(12:49):
really focused on being humancentric, if it's all about the
humans, if it's really aboutvalue over virality, then you
have to give them stuff thatmakes them be able to do or at
least start to do the thing thatyou want them to do. And if they
get stuck, that's when theyshould be coming back to you.
That's when you can do theconsulting.
That's when you can make themoney. And so it's like, I just

(13:13):
I I with help from you and therest of the team, like, I wanted
this to be two things. Thedopest talk I ever gave at
Inbound and the, like, bestresource and, like, automated
email flow after the fact. Mhmm.And we hit it out the park on
both of those.

Liz Moorhead (13:30):
I love it. Chad, I have questions for you. Please.

Chad Hohn (13:33):
I have

Liz Moorhead (13:33):
questions for you.

Chad Hohn (13:33):
Now that I can talk again. I'm done mewing, and, you
know, I I'm really the reason Ididn't respond is because
usually when somebody says theywant you to talk while you're
mewing, you're supposed to,like, put your index finger this
is the description I didn't givebecause I was busy. Right? You
put your index finger over yourlips, and then Tell me more. At
your jaw so that they can seethat you're mewing.

Liz Moorhead (13:56):
Yes. Just like that, Max.

Chad Hohn (13:57):
Yeah. And then it Wow. You know? That's the thing.

George B. Thomas (14:00):
I feel I feel ancient right now and totally
not connected to thisconversation.

Chad Hohn (14:05):
Had no idea what it was.

Liz Moorhead (14:06):
On the Branda with your Davenport. Don't worry.

Chad Hohn (14:09):
Yeah. I had no idea what it was till I heard that,
like, kids in school would justnot respond to their teachers
and just, like, do that. Like,no. Sorry. I'm busy mewing.
I can't answer your question.

Liz Moorhead (14:18):
That's so not That's infuriating. George.
That's so Ohio.

Max Cohen (14:25):
George is on that Sigma grindset.

Chad Hohn (14:29):
So good.

George B. Thomas (14:30):
Sorry. I don't know what you're talking about.
I'm too busy focusing on thehumans.

Liz Moorhead (14:35):
Wow. Wow. Wow. So, Chad, now that Georgia's done
showing off, rude. Super Ohio.
Like Wouldn't

Max Cohen (14:43):
it be funny if you just said I'm too busy throwing
out my yacht for the Rizzler?That would have been even more
amazing.

Liz Moorhead (14:49):
Say goodbye to sizzle reels. Say hello to
Rizzle Reels. Am I right, guys?But, Chad, so you are known
around the Hub Heroes universeas someone who's never satisfied
with surface level answers.

Max Cohen (15:01):
No. Never.

Liz Moorhead (15:02):
I had this image of you during the product
keynotes where they're talkingabout Breeze AI and have you
heard of AI? Have you heardabout AI and what it could do
with everything? Right? And Ijust had this image of you being
like, uh-huh. And then youimmediately running off to find
people to ask more questions.
But I would love for you to talkthrough your experience with
those product announcements withour listeners. Like Yeah. What

(15:24):
were the ones that captured youthe most, and what were the
conversations that you hadafterward that you felt were the
most valuable?

Chad Hohn (15:31):
Well, if we go back to last year and, not, you know,
this most recent year, but theyear before 2023 inbound, and
chat spot was announced. Right?And then we tried chat spot, and
it was kinda like you know?Like, it was a little helpful,
but it was kinda like, you know,yeah. So

George B. Thomas (15:48):
It was novelty. Yeah.

Chad Hohn (15:49):
It was novelty. And and the reason is because as as
they do at the Sprocket, youknow, they start with the small
corner and dream as this bigroad map, but then iterate based
on user feedback. That's one ofthe things I love about the
HubSpot product team is that thepeople in the trenches doing the
thing care about you and whatyou want to get done. I feel

(16:13):
like, anyway, in my interactionswith HubSpot product team.
They're really passionate aboutwhat they're building.
And so as I'm watching theBreeze stuff, outside of the
ones that are native built intoHubSpot, I wasn't actually too
worried about agent.ai just yetbecause that's gonna be a next
year thing when it's reallyvaluable next year. And they're
gonna, like, maybe rename it andbring it into HubSpot next year.

(16:34):
So the internal stuff, like theClearbit acquisition and
bringing in some of theenrichment stuff, you know,
that's pretty cool. But I reallywanted to know more about the
actual inner workings of as,like, a solutions architect or
somebody who buildsintegrations, talk to the
product managers like, hey. Thisis a roadblock I run into.

(16:58):
Like, I mean, one of thecraziest things to me was the
associations, you know, throwout associate, right, over there
at Happily. But the theassociation thing yeah. Shout
out that they they launched. Itit doesn't let you use the most
perfectly awesome ID to createassociations in HubSpot, the
record ID. Like, why would younot allow you to use record ID?

(17:23):
You know, this like, these deepthings. So I get to go talk to
these product managers, givethem both an earful and some
encouragement of tell them whatI love. You know? And, like, I
mean, they're all working hard.They're all they all have, like,
you know I mean, sometimes wefeel like we get road map it is
where they're just, like, youknow, slapping the tape on the
flex tape on the thing.
We saw the road map. You know?Like Yep. You get that a lot.

(17:44):
Right?

Max Cohen (17:44):
But when Sales guys love to do that.

Chad Hohn (17:46):
Oh, yeah. They do. Yeah. For sure. But, anyway,
just getting in there andtalking to the product managers,
I mean, I can go in and say,like, hey.
Like, these are the situationsto run into. In HubSpot data
sync, you don't expose thesefilters, or you've completely
locked out filters with invoicesync and commerce hub. Like, why
would you do that? I know peoplewere roasting themselves, but I

(18:06):
can't even make it morerestrictive if I have two QBO
accounts connected. Or some ofthese really specific use cases
that a lot of businesses couldrun into, not just us in the
roofing industry.
Right? So, anyway, I I I reallyenjoyed the product yet. It's my
favorite part besides meetingthe people, talking to the
people, and, you know, justother people out there in

(18:27):
HubSpot land. That's awesome.

George B. Thomas (18:28):
Love so I love so much of that. Mhmm. Like like
because, Chad, it's funny. Beone of the things that we get to
do also outside of inbound isthese project, folks will reach
out, and they'll wanna do calls.Mhmm.
And I love what you said intheir ad inbound or even on
these calls of, like, give thema earful, but also fill them

(18:50):
with encouragement. Mhmm. Andand I think that's important to,
like, list out there becauseit's like, we love the tool. We
love that they're working on thetool, and we want them to love
that we love them working on thetool so that the things get
added that we need. Yep.
I also love the level ofgranularity into which you went
about, like, filters hiddenthis, that, deuce Yeah.

Chad Hohn (19:14):
I mean, I run into the roadblocks all the time of,
oh, man. I have this kind ofworkflow where I can't use an
event based trigger becausereasons. And I like I'm you

(21:02):
know, you look at, like, the theaudit log and, like, all of my
time is in the workflows or isin, like, property creation or
schema manipulation. So you'readding properties or whatever
you're doing. Like, my user isnot creating records unless they
say, like, test beans orsomething like that.
You know? So, like, that's all Ido. And then I build the things

(21:26):
and then teach people how to usethe things, you know, and then
make sure that the userinterface is able to allow them
to do the things easily. Right?That's been my number one goal,
making HubSpot just really adelight to use because I don't
wanna go down the team bluerabbit hole of, you know, who

(21:46):
don't say these things.
Right? You know? But, like, alot of, I think, end users who
were on Salesforce, and I hateit because maybe it's not
configured well for their jobrole. And, like, it's like I
hate using Salesforce because itnever gives me the data I need.
And I don't want HubSpot to godown that road either with any
HubSpot that we build.
I want the end users to say,this is easy to understand. I

(22:10):
have the data I need, you know,to get through some of the
nuances about, like, oh, well,you're looking at this, you
know, index page, so it'll onlyshow you deal properties. Right?
But, they're working on thingslike that. I've heard that
they're, like, trying to bringcross object filtering to index
pages, all sorts of reallyawesome things.
Like, so many good things, theyreally do listen to your

(22:30):
feedback as much as it feelslike it's ancient slowness, you
know, sometimes, but they'revery mobile for the size of
organization they are.

Max Cohen (22:38):
Yeah. And I kinda like how they do baby steps for
a lot of that stuff. Right? Likeso for example, index pages just
got the ability to do, filteringobjects that are associated to
another specific object. Right?
But that's the baby step in thedirection of, like, what you
just said with the cross object

George B. Thomas (22:57):
stuff.

Max Cohen (22:58):
Right? You know, we see, like, another, you know,
another interesting one thatthey just did, which I'm so
stoked about, which, like, I forme, this would have been, like,
a keynote presentation update isis and it's, like, super
nuanced. But the, you know howyou have the data tables and
workflows, right, where they nowlet you do associated objects,

(23:22):
but you can filter by mostrecently associated. Right?
Because they're kind of exposingthat yeah.
They're, like, exposing whateverthat junction object is that,
like, you know, has the labeland everything. But also, like,
that junction object has acreate date. Right? So, like Or

Chad Hohn (23:38):
an associate.

Max Cohen (23:39):
Yeah. Yeah. And what's cool about that is that's
a stepping stone to be able to,say, trigger a workflow when an
association occurs. Right? And,like, so the it's it's Well,
because it's really interestingto kinda see how they

Chad Hohn (23:52):
at, like, the

Max Cohen (23:52):
product level. Test the water. Oh, is it?

Chad Hohn (23:55):
Mhmm. Interesting. So when associations Sorry.

George B. Thomas (23:58):
Oh, nerds.

Chad Hohn (23:58):
Nerds. Nerds.

George B. Thomas (24:00):
Can we get back to talking about inbound?

Max Cohen (24:02):
George George, the solution engineers and
architects are talking. Okay?

Liz Moorhead (24:06):
George George George George, I was about to
wrangle these cats and kittens,so why don't you hold on for a
second?

George B. Thomas (24:12):
But here's the thing. I I love that, though.
See, now you gotta wrangle me.But I love that because I was
watching Max and Chad's face,and I don't think I've seen two
humans light up more. Because Iwas like, man, these these guys
are like, I don't wanna stopthem, but I but I I wanna stop
them.

Max Cohen (24:29):
This is how me this is how me and Chad make love.
You know what I mean? We justtalk about new ones product
updates, baby.

George B. Thomas (24:35):
Okay. That's something.

Max Cohen (24:37):
Yeah. Oh, yeah. Sorry. Go ahead.

Liz Moorhead (24:40):
Start going down this technical rabbit hole,
though. I wanna take a step backout here for a moment because we
started touching on something,Chad, when you were talking
about the shifts in the oh mygod. I'm so uncomfortable right
now.

Chad Hohn (24:52):
Sorry.

Max Cohen (24:54):
Do you

Liz Moorhead (24:54):
know what I really love about this episode in
particular? We're really playingto the audience at home. Like,
this is definitely, like, the

Max Cohen (25:03):
episode. This is the episode

George B. Thomas (25:06):
for radio. So I have I have

Liz Moorhead (25:08):
a quick question for all of you. Okay.

Chad Hohn (25:11):
Oh, yeah. Sorry. What?

Liz Moorhead (25:12):
How do we feel how do we feel about what HubSpot is
saying about who they are rightnow and where they wanna go?
It's a very serious question.

Max Cohen (25:20):
What are we called right now? We're called customer
platform. We're so we've reachedcustomer platform, are we?

George B. Thomas (25:27):
Yep. So we're at customer platform. And I have
to be honest with you. I I lovethis idea of customer platform
because it is less of a hop,skip, and a jump to customer
experience. And and just theidea of it's it's it's getting
us closer to eradicating thefact that we've hubbed ourselves

(25:48):
to death.
Yeah. There's like, this hub,this hub. Like, no. It's a it's
a customer platform that we cancreate dope customer
experiences. So I love thatwe're here, and I also love
where it positioned us to go inthe future.

Max Cohen (26:02):
Yeah. Customer platform, I've I like it. Like,
I feel like we've kinda alwaysbeen that for a while. Or no. I
feel like as soon as Service Hubgot here, we've been that.
Right? At least want it. You atleast want it to be, or at least
you could build that maybe.Right? You could argue when

(26:23):
maybe some of the more nuancedadvanced stuff around CMS came
out.
Right? But I think it's, youknow, it is it is interesting,
the term customer platform. Ithink it's Right. What I'm what
I'm really kind of, like,thinking about is, like,
alright. How long is this whatit's gonna be called?
Because I remember we werecustomer data platform for a bit

(26:45):
or, like, see we were we weregetting into CDP territory, and,
like, now we've got started

George B. Thomas (26:50):
with COS.

Max Cohen (26:51):
We've dropped the oh, yeah. COS. That was funny. You
know, it's kind of a funny sidestory here. It's like the the
COS, I remember having toexplain it to people.
And they're like, what is a COSversus a COS? And I'm like, oh,
it's a content optimizationsystem. And it was basically
just like it's like, yeah. It'sgot SEO tools built right into
it so you can optimize it. And,like, that was, like, the it's,

(27:13):
like, cool.
A lot of CMS platforms have SEOstuff in it.

Chad Hohn (27:16):
Or at least Yeah.

Max Cohen (27:16):
But what was really funny is we were we were we were
called implementationspecialists, right, ISs, for,
like, a really long time. Andthen as soon as the, the the COS
switched to the CMS, theimplementation specialists,
right around that same time, gottheir job role changed to
customer onboarding specialists.And so as soon as we finally

(27:40):
ditched COS from our from ourvocabulary, it literally became
the name of the role, which Ithought was ironic and
hysterical.

George B. Thomas (27:47):
But, Isn't it ironic?

Liz Moorhead (27:50):
Don't you think it's like, wait.

Max Cohen (27:52):
No. So yeah. I'm just I'm curious, like, how long this
name's gonna stick. Right? And,like, what's the next sort of
thing we're gonna kinda defineourselves as?
It's exciting to think about,but it's also just I still call
it a CRM. Yeah. Because, like,even if I think, like, what's a
what's a customer platform?Well, it is still technically a
place where you manage yourcustomer relationships.

George B. Thomas (28:14):
Well, but here's the thing. Like, if and
if you look at the if you lookat the graphic that they have
around this, like, it a smartsmart, by the way, smart CRM is
part of the customer platformwithout a doubt. Like, it's a
it's a core element or piece.And it you're right. It's all
the tools in one, but how howinsanely crazy is it to be like,

(28:35):
I don't wanna list out all thetools.
I just wanna be like, yeah. Mycustomer platform is HubSpot.
Mhmm. Well, what does it allowyou to do? Well Everything.
It allows me to, like, doanything I want for my customers
because I'm focused on mycustomer. Right?

Max Cohen (28:48):
Mhmm.

George B. Thomas (28:49):
I'm not focused on the c of the r of the
m. I'm just focused on thecustomer. I think it helps us
simplify things.

Max Cohen (28:56):
I thought you were gonna say you were focused on
the p, and I was gonna giggle.Anyway, go ahead.

Liz Moorhead (29:00):
We're not giggling about that right now. Go ahead.

Max Cohen (29:01):
The other thing I wanna say

Liz Moorhead (29:03):
too, though, is that part of me from a messaging
perspective really likescustomer platform because it
feels like the least buzzwordything we could possibly say. It
is a platform, and it is foryour customers, and it is
simple. And the reason I preferthat over CRM is that whether we
like it or not from aconnotation perspective, CRM is
sales. We can talk about it

George B. Thomas (29:22):
from a doubt.

Liz Moorhead (29:23):
We we could talk about it from an underpinnings
perspective. A tactical,literal, on a technicality,
everything is a CRM within thecustomer platform. But if we're
talking about how this getsmessaged to the public and how
we talk about it with thepublic, a CRM, people are gonna
be like, oh, that's sales.That's not me. I upset Max so
much, he walked out.

(29:44):
Bye. Bye.

Chad Hohn (29:45):
I think one of the things I'll

Max Cohen (29:46):
be I'll be right back. Keep going.

Liz Moorhead (29:48):
Max, my next question is for you. This
episode, gentlemen, what haveyou done?

Max Cohen (29:53):
Shit. I got you. I'm here.

Chad Hohn (29:56):
You forgot your Sorry.

Max Cohen (29:57):
What's up, Liz?

Chad Hohn (29:58):
It's a little delayed.

Liz Moorhead (29:59):
We're doing great, guys. I

Chad Hohn (30:00):
think the best part is that he took his mic off of
his stand, and he's holding it.

Max Cohen (30:05):
Like, it's It's in solidarity with Liz.

Liz Moorhead (30:06):
It's amazing. Fun. I'm doing this shit. Buddy.

George B. Thomas (30:09):
That's hot.

Max Cohen (30:10):
Alright. What's up?

Liz Moorhead (30:11):
Yeah. That's it. Nope. So, Max, I I have another
question for you. And this isnot in meant in any way to
attack

Max Cohen (30:19):
you. Oh.

Liz Moorhead (30:20):
But,

Max Cohen (30:21):
You're about to attack me.

Liz Moorhead (30:22):
Did you make any of those decisions?

George B. Thomas (30:24):
That start, like, the thing that I'm not
trying to do is the thing thatI'm about to do anyway.

Liz Moorhead (30:28):
You don't have any of those for me, George, ever.

Chad Hohn (30:30):
And never.

Liz Moorhead (30:31):
Never. So, Max, hi. This is an empowering,
uplifting question.

Max Cohen (30:36):
Yes.

Liz Moorhead (30:37):
Did you make any new friends this year as the
chief evangelist of Happily atInbound, and did you say their
names correctly?

Max Cohen (30:43):
Oh, you mean Tony? Tony didn't come back this year,
and I wonder why.

George B. Thomas (30:47):
I wonder. I knew this is where she was
going, brother. I knew this iswhere she was going. Brother.

Max Cohen (30:52):
We did not have a Tony this year, brother. I made
a lot I feel like I made a lotof new friends. I was literally
at the booth from eight in themorning till 06:00 at night,
having the same conversationover and over and over and over
and over and over and over andover and over again. And it was

(31:13):
delightful. It brought me life.
It was fantastic. Also got tospend a ton of time with Chad,
which was sick. Yeah. And thenChad and and Trent Yep. Over at
RBP.
I feel like Trent was showing upeverywhere. It was insane. It
was awesome. I got to see youguys a whole bunch. And then,
like, right when I was about toleave, I was in the bathroom at
the Omni.
Trent walks out of one of thestalls. I'm like, you're

(31:34):
everywhere, Trent. I lovedTrent. He was awesome. He was
awesome.
Shout out, yo, shout out Trent.Probably one of my favorite
friends I made in inbound.

Liz Moorhead (31:41):
Watch. His name is Bob.

Chad Hohn (31:43):
Yeah. His name is Trent.

Max Cohen (31:45):
Man, if it wasn't Trent, I would've been

Liz Moorhead (31:46):
He's gonna go.

Max Cohen (31:47):
Anyway. Yeah.

Liz Moorhead (31:48):
He's gonna be on Reddit. So this this popsicle
guy

Max Cohen (31:53):
Yeah. This big popsicle guy. Yeah. A lot of new
friends, which is really cool.

George B. Thomas (31:58):
And it's just like you know,

Max Cohen (31:59):
it's so great to see everybody in real life. Yeah.
Got to meet Justin for the firsttime, over an image in a box.
That was super cool to sit downwith you guys. You know, me and
Kyle obviously hang out everyevery week.
So I've seen Kyle. He's oldnews. Wait. Chad, was that the
first time we got to hang out?

Chad Hohn (32:15):
In person. Yeah. I mean, I think my favorite part

Max Cohen (32:17):
didn't see

Chad Hohn (32:18):
each other last year? Not well, I don't think so. I
met I mean, I saw Jonathan fromyour team last year, but I
didn't ever see you. And Yeah.The, I think my favorite part
about meeting Max in person and,you know, we'll have to do this
is, like, he's kinda does one ofthese, like, you know, he's just
really large, like, in charge,right, of the content.
He just, like, you know, startsseeing, like, gets in your face,

(32:38):
and then you'd back up. And andhe just keeps getting your Yeah.

Max Cohen (32:41):
And then you get right up in you.

Chad Hohn (32:43):
And then, like, I told

Liz Moorhead (32:44):
exert dominance in your greetings, Max?

Max Cohen (32:46):
Yeah. Yeah. Yeah. It's very intense. Try to alpha
yeah.
Try to alpha the conversationwithout being an alpha because
I'm not toxic.

George B. Thomas (32:53):
He's like the I'm gonna break your hand when I
shake your hand church guy thatyou meet every now and then.

Max Cohen (32:58):
Yeah. Yeah. It's one of those, like, I just I I I,
you know, only see you fromafar, and I need to be as close
to you as humanly possible toknow that you're real. And,
yeah. No.
I get right up in there. I'm I'maccessible yet

Liz Moorhead (33:10):
aggressive. Essence.

Max Cohen (33:11):
Oh, I became very one with his essence. Yeah. You
could say my vibe merged withhis essence. It was insane.

Chad Hohn (33:16):
With the meetings project manager that I brought
over also. Oh, yes. Absolutely.I brought over Melissa, and then
Trent placed his bag on theground and intentionally did not
move just because I told himabout this ahead of time. And he
was, like, just gonna test it.
And then Trent's sitting here,like, this way, and then Max's
and Melissa are, like, movingaround the corner, like, walking

(33:40):
away. And Trent eventually

Max Cohen (33:42):
dates around the bag.

Chad Hohn (33:43):
Rotates his bag so he could still be a part of this
conversation.

Liz Moorhead (33:47):
Guys, I think we did it. We did it. We, we
achieved my goal of having aninbound recap episode like
nobody else on this planet has.George, how how do you feel over
there?

George B. Thomas (33:58):
No. Nobody. Will ever have this
conversation.

Max Cohen (34:01):
Oh, and I have to I have to give an apology. Hold
on. I have to give apology to

Liz Moorhead (34:05):
What is

Max Cohen (34:05):
Austin to Austin from, GeoMapper.

Liz Moorhead (34:09):
No. No. No.

Max Cohen (34:10):
Not this one. I'll have to apologize to San
Francisco next year. We're gonnago nuts. Oh, man. I can't wait.

Chad Hohn (34:16):
Just, like, send a free apology letter. Just mail
it.

Max Cohen (34:19):
Yeah. Yeah. You think San Francisco's bad now?

George B. Thomas (34:22):
I haven't got there yet.

Max Cohen (34:24):
No. But I I saw Austin Birch from GeoMapper, and
org chart hub. You know, Dan andAustin, I don't know if you guys
they, you know, they made thesepretty legendary apps. I
basically assaulted him at thebar at the Omni when I saw him,
and I I wasn't expecting itbecause I didn't see Dan. I
didn't know if Foster was there,and I saw us.
And I was like, oh my god. And Iran up to him and gave him,

(34:45):
like, a giant hug, and he'slike, oh, okay. Okay. I guess,
totally, like, just wasn'texpecting a big giant grizzly
bear to run up to him and just,like, get all up in his aura,
and I did. And it was great.
And I don't apologize, but sameIndia or at the same time.
Sorry, Austin. That was a lot.Well well, Ted, and so

Chad Hohn (35:03):
he can listen to this episode.

Max Cohen (35:04):
Deserve that, but I enjoyed it.

George B. Thomas (35:06):
George, have you ever been

Liz Moorhead (35:07):
as proud of an episode as you are right now, or
is this where you suddenly put alike, an invite on our calendar
for Monday? Like, hey, guys.Just a quick just a quick chat.

Max Cohen (35:17):
So We can chat about that.

George B. Thomas (35:18):
So so let's talk. No. No. Like, here here's
the thing. Like, a master atcontent realizes that they just
let the content become what it'ssupposed to be.
And so I'm very comfortable withthe conversations we're having
because somebody is eitheralready tuned out or they're
here laughing their butt off.And so this episode is for you
laughing your butt off guy orgal. This episode's for you.

(35:40):
There you go.

Max Cohen (35:41):
Yeah. I mean, me and Chad tried to talk about some
cool product stuff earlier, butwe got the

George B. Thomas (35:44):
little stats.

Liz Moorhead (35:45):
Inbound dad said no. Yeah. Sorry.

Max Cohen (35:47):
Yeah. Yeah. We went down the crazy train a little
bit you asked for.

George B. Thomas (35:50):
The fact that nobody's talking about that
HubSpot launched YouTubepublishing support

Max Cohen (35:55):
Oh, I was

George B. Thomas (35:55):
at inbound. Mhmm.

Max Cohen (35:56):
I mean Is it still enterprise locked?

Chad Hohn (35:58):
Yep. It's enterprise. MHC. But but but they could do
it

George B. Thomas (36:02):
I mean, I'm with you on that. But I'm with
you on that. But at least atleast it's there because I
always thought it should bethere. So that's anyway.

Max Cohen (36:10):
Yeah. It should be there,

Liz Moorhead (36:12):
but, like people can any most people can't play
with it.

Max Cohen (36:14):
Yeah. The the thing is is, like, a YouTube channel
is one of the best ways to growyour business when you're first
starting, not when you're anenterprise company. Like, it
just doesn't make sense thatit's stuck in enterprise. It's
crazy to me.

George B. Thomas (36:25):
Hopefully, they'll switch it.

Max Cohen (36:26):
Bring it down.

George B. Thomas (36:27):
There to be able to switch it.

Max Cohen (36:28):
There is a lot of things that I you know, that to
me are justified to be anenterprise, like, especially if
it has something to do withscaling something up. Right?
Like, you see

Chad Hohn (36:39):
a lot of the side?

Max Cohen (36:41):
Yeah. Like, exactly. But, like, YouTube analytics
sitting in enterprise makes nosense at all. I'm sorry. I
years.

George B. Thomas (36:49):
So Yeah. But, hopefully, publishing and
analytics will come down.

Max Cohen (36:53):
Well, you

Chad Hohn (36:53):
know what they brought down to pro, which I am
so stoked on, is, OpsHub Prodatasets that are custom. True.
Bro, that's a $2,800 featurethat got dropped down to $800.

Max Cohen (37:07):
Yes. Yep. And they added in the enterprise, they
added a bunch of differentconnectors instead of just
Snowflake

Chad Hohn (37:13):
to, like, AWS and some other shit. Google Big
Looker Looker or whatever.

Max Cohen (37:17):
Look at

Liz Moorhead (37:18):
the nerds. They're so Oh,

George B. Thomas (37:19):
there they are.

Max Cohen (37:20):
So proud. So proud.

Chad Hohn (37:24):
Like Alright.

Liz Moorhead (37:24):
Data science. Yeah. One word review of inbound
this year.

George B. Thomas (37:29):
Oh, one word.

Max Cohen (37:30):
Oh my

Liz Moorhead (37:31):
god. Tell me why, but you gotta tell me what the
word is first. Max and Chad

Max Cohen (37:35):
You can't say humans. You're

Liz Moorhead (37:36):
up next.

Max Cohen (37:37):
You can't say humans. That's the one rule.

George B. Thomas (37:39):
Humans would be, like, an easy go to

Max Cohen (37:42):
I'm trying

George B. Thomas (37:42):
to bleep out humans. Word for inbound 2024.

Liz Moorhead (37:47):
Gosh. I hope so.

George B. Thomas (37:48):
The word that pops to my brain is exhilarating
because I've seen things thatI've never seen before. I was
able to do things that I haven'tdone before. And there was just
this, like, I'll call it thislevel of freedom that I have
never had mentally, at inboundeither. Like, I just I just feel

(38:09):
like if anybody was with me,hung around with me, saw me,
they were getting a differentversion of, like, George, a new
version of George. Like, listen.
I I've got had a chance to sitand watch a couple times now the
interview that I did with Max atthe Happily booth around event

(38:30):
Happily, and I'm like, that guyright there.

Max Cohen (38:33):
We ate. That guy

George B. Thomas (38:34):
right there. Like, so it was just
exhilarating.

Max Cohen (38:37):
You know what I can can I piggyback on that
question, George? How wasJorge's first in, though?

George B. Thomas (38:43):
Oh, guys. Did he get you writing about it? Did
he give you a score? Yeah.

Chad Hohn (38:47):
Did he

George B. Thomas (38:47):
get you a score? Be there's gonna be an
article, but I'm gonna sum it upin in this way. When inbound was
over, which, by the way, my dudegot a chance to get a picture
with Brian Halligan.

Liz Moorhead (38:57):
Stop it.

George B. Thomas (38:57):
Got it. Yeah. My dude got a chance to get a
picture with Marcus Sheridan.And one of the first things he
wanna do is, like, dude, I gottaget a picture with George b
Thomas. And I'm like, bro, thatwhat are you talking about?
But okay. We can do a selfie.So, he sent these photos to his
dad, and his dad literally was,like like, just beside himself
that his son was standing withthese humans. But we got to the

(39:19):
end of inbound, and I said,Jorge, now that you've been at
inbound, like, what's your nextbig dream? And he said to me,
guys, he said, no, George.
I don't think you understand.Because I've been to inbound, I
believe I can dream. Oh. Jorgeis the best. Dude, my wife and

(39:39):
I, we looked at each other.
We tried not to cry in our food.Like, I was like, oh, this

Liz Moorhead (39:45):
is so amazing. Probably said something like,
sure. Sure. No problem.Absolutely.

George B. Thomas (39:47):
Yep. Yep. No problem. Yep. Yep.
No problem. Yeah. Exactly. I Ilove

Liz Moorhead (39:51):
to be on a shirt. He's

George B. Thomas (39:53):
yeah. Yeah. Yeah. No problem.

Liz Moorhead (39:54):
Now, Max, you have to follow that, by the way.

Max Cohen (39:57):
Oh, yeah. What was the question? One word?

George B. Thomas (40:00):
Inbound in one word, brother. Inbound.

Liz Moorhead (40:02):
Dude. Brother.

George B. Thomas (40:03):
Let's go, brother. Brother.

Max Cohen (40:07):
Validating. I'll I'll say why. So we launched Quote
Happily right before inbound.Right? And, you know, this is
something that we, have beenbuilding for a while, and a lot
of it was really based on, Ihear that mic bouncing around,
Liz, so loud.

(40:28):
We built, quote, happily reallybased on feedback that we mostly
got from HubSpot sales reps.Right? And the questions we were
constantly asking those guys, islike, hey. What we wanna build
this quoting product. Like, whatis what is losing you deals to
other CRMs when it comes to theCPQ stuff?

(40:49):
Right? And it was mostly pricebooks, price books, price books.
But it was also just like, youknow, quoting Scott in the wild
west. Like, you can do whateveryou want. Like, you can't lock
it down.
You can't stop people frommaking dumb decisions and all
that kind of stuff andapprovals. Right? And so we kept
hearing that over and over andover and over again. So we're
like, cool. Let's build it.
And so we built it, and we we wewe we shopped it around, and we

(41:10):
we told partners about it, like,all that stuff. But then to,
like, bring it to inbound andhearing other people that aren't
just Hubspot Hubspotters. Right?Be like, oh, yeah. That is what
we need.
We were like Good. Good. Like,big like, good. It's good to
hear other people going, oh,yes. That is a big need.
Right? So that felt really good.The other side of the validating

(41:34):
piece is, like, I fought reallyhard, with Event Happily to,
like, get the whole trade showlead capture stuff going. Right?
And, you know, becauseoriginally, that's not what it
was built for.
It was most of us who were builtfor, like, you're hosting an
event, you're doing this, you'reon the and, I mean, I probably
had a hundred conversationsaround event happily, and every

(41:56):
single person was like, yeah. Wego to a lot of trade shows.
Yeah. It sucks. Oh my god.
Where was this? The past 60shows we went to, all that kind
of stuff. And I was just like,yes. I knew there was a reason.
I was super, super freakingannoying about this.
You know what I mean? So it'sjust like it's great, especially
when you're an app partner.Just, like, get your stuff in
front of, like, HubSpot usersthat, like, know HubSpot, have

(42:18):
these problems, and they seewhat you built, and they go,
damn. That's awesome. Like, it'sit's one thing to, like, know
the problem and build it and belike, yeah.
We solved it. But then to haveother people just be like, woah.
I see it and I get it now. And,like, yes. That's genuinely
helpful for, like, a situationwe're in.
It feels really good to kindaget that real world confirmation

(42:39):
that we didn't spend a bunch oftime going in the wrong
direction. You know what I mean?So that was awesome.

George B. Thomas (42:45):
Well, imagine a world, by the way, because as
you're talking, I'm like, I Ican't wait to hear this story
when this happens. Imagine aworld where somebody has to buy
HubSpot because they wanna useEvent Happily.

Max Cohen (42:57):
Yeah. Mhmm. It's happened. Mhmm. It's happening.
Right? And, like, that's that'sa cool that's a cool feeling.

Chad Hohn (43:04):
Yeah. So for me, I think the word would be product
just because I'm all about howthe product works and the
updates to the product, and theydropped some just awesome fire
updates.

Max Cohen (43:17):
Bangers.

Chad Hohn (43:18):
Yeah. Like, enhanced webhook support for pretty much
every object type in bothprivate and public apps.
Amazing. Meetings. There's asuper private beta.
I think it's probably coming outsoon that you can, like, have
custom properties on meetings.Super sick. Right because you
can like yep buy ids to meetingsand HubSpot and link systems

(43:40):
together more appropriately likea real traditional database they
did you know app ARDS being ableto create custom like ui
extension style app cards forpublic apps so you could put
things in the middle column likehappily is going to leverage the
crap out of that like

George B. Thomas (43:59):
you know.

Max Cohen (43:59):
It's gonna be our whole personality

Chad Hohn (44:01):
soon. Yeah and like I mean other things too like just
in general product improvementsthat have really just made a
material difference on beingable to get stuff done in a non
hacky way like one of the thingsthat is the most frustrating to
me ever is to build somethingfor a customer or, like, in a

(44:21):
HubSpot and then to have tomaintain it. Like, meaning,
maintain the branching and theworkflow because it couldn't be
built in a dynamic way, like thereferral type stuff that I've
worked on in the past. Like,it's amazing being able to just
say, here's your process. Here'sa new URL.

(44:42):
Now you have some referralstuff. Right? Like, I man, like,
even just going back to, like,your event happily stuff being
validating, Max. Like, I had adude who wanted me to fill out a
form on-site because you know,to just circle back with me. And
I'm like, okay.
Sure. He's like, hey. Can youput my name after your name in

(45:02):
the first name? Because we'reputting it in some other
property, and the guy doing ourCRM told me that that was gross.
And, like so now I'm putting youknow?
And I got a email back from themthat said, hi, Chad John. You
know? Thanks for whatever. Oh mygod. Like and this is Boy, yeah.

Liz Moorhead (45:23):
Yeah. Legit voice. Customer experience.

Max Cohen (45:26):
Right. It's

George B. Thomas (45:26):
a big one. It's a big one. I'm having a
heart attack right now.

Chad Hohn (45:30):
Dude, I did. I, like, went back to that guy.

Liz Moorhead (45:32):
Thinks buying email lists is fine too, George.

Max Cohen (45:35):
He probably does. Yo. This week, the the whole all the
emails of, like, you know, tookme so you came by the booth. I'm
like, I believe my booth.

Chad Hohn (45:45):
Yeah. How many emails did y'all get that are just
like, oh, just, you know, so Iwanted to touch base again.

George B. Thomas (45:52):
It was great seeing you. Yeah. I went to one
booth. It was the Happily booth.I haven't got an email from
them.
That's why I love them.

Max Cohen (46:02):
Mhmm. Yeah. We're we're kind with your day,

Liz Moorhead (46:04):
baby. Because Max shows up in the middle of the
night, taps on the window, andgoes, hi. I'm about to become
one with us. So, like Yeah. Butin a nontoxic alpha way.

Max Cohen (46:15):
Yeah. It's in a very nontoxic.

Liz Moorhead (46:17):
Alright. I have one other question. George, I
wanna start with you. Good. SanFrancisco, how do we feel about
it?

George B. Thomas (46:23):
Excitedly nervous. Let me explain, and
then I'll let you guys roll withthe rest of this fun stuff. For
the last twelve years, I've goneto Boston, landed in Boston, and
know where I'm gonna go inBoston, where I'm gonna stay,
where the event is, the energy Ihave to have. Like, there's just
a lot of knowns, and next year,it's all unknowns. And that

(46:47):
excites me because I like newadventures, but it freaks me out
a little bit because I I like

Liz Moorhead (46:52):
to even dunk, bro.

George B. Thomas (46:54):
I like to be I I I like to be I like to be in
my element a little bit. And andfor twelve years, you get in
your element. Anyway, that'sthat's my thoughts.

Max Cohen (47:07):
I just wanna say, did we not just have episodes of
where I said I am ready forinbound to be somewhere else,
and I'm finally getting my wish.Not sure if San Francisco was at
the top of my list because now Ihave to lose a bunch of weight
this year to fit into a planeseat, but at least I have a
little bit of motivation now. Welost George. Oh my goodness.

Liz Moorhead (47:29):
He's he's got he's a very important individual with
very important meetings.

Max Cohen (47:33):
Got it. He's got a lot of important meetings. I'm
I'm beyond excited to besomewhere else besides the BCEC.
Here's what I'm not so thrilledabout. The day I've gotta fly
out there is the first day ofschool, which is inconvenient as

(47:55):
but we're gonna make it happen.
It's gonna be okay. We got ayear to plan for it. But not
only is my are my kids going toschool, two separate schools at
that, my wife is an eighth gradeEnglish teacher, and it's the
first day of school for her too.So,

Chad Hohn (48:11):
that'll do it.

Max Cohen (48:13):
Feeling it. You know what I mean? But we're we'll
plan ahead, but that that's theone thing that made me kinda
bummed about it. But I I am juststoked to get out of the BCEC
even if it's just for one year,you know, and get it somewhere
else. I'm in San Franciscoforever.
Yeah. Let's get a San Franciscofishbowl. That's what I want.

Liz Moorhead (48:31):
Chad?

Chad Hohn (48:32):
I think, you know, I only have had three inbounds.
And one, I was temp staff goingback to, like, my wife working
and actually, like, helping runthe event planning, not with,
like, working for HubSpot, butshe's one of the contractors
they hire. So I was one of thestaff one year. So, I mean,
three years isn't enough for meto be sick of it yet.

Max Cohen (48:54):
Oh my god. I love that so much. You have no idea.

Liz Moorhead (48:56):
My feelings about it is this. And I was talking to
Chad about this earlier. I'mexcited, but I also finally, for
the first time, get to see whereI was born because I'm
technically a nativeCalifornian.

Max Cohen (49:07):
Californian. Nice.

Liz Moorhead (49:09):
California. I go down the

Max Cohen (49:10):
Yeah. 5. Yeah. Right? I just gotta hit the 204 and
just, like, smack up to the 3

Intro (49:15):
and just, you know,

George B. Thomas (49:16):
check it out. Oh my god.

Liz Moorhead (49:17):
No. I I Yeah. I out of a whole family of native
Washingtonians, I'm the only oneborn in

Chad Hohn (49:24):
Oakland, California. When you say Washingtonian, I'm
from Washington state, andthat's what we called ourselves.

Liz Moorhead (49:30):
I mean, it's Washington state, Washington DC.
It's the it's it's not the samething, but it's the same term.

Max Cohen (49:35):
My dad's family is from DC.

Liz Moorhead (49:37):
Yeah. And so people from there, like, you're
not from DC unless you'reactually born there. Even though
I grew up there, we moved back II don't remember California. We
were back before I would think Iwas one years old.

Chad Hohn (49:48):
They're very expensive, it sounds.

Liz Moorhead (49:50):
It's they are very particular. So, I'm excited. I
haven't been out to the WestCoast, I think, since since I
was born. So, yeah, I'm sure alot has changed in forty one
years. It'll be super fun.

Max Cohen (50:04):
Yeah. I've only ever been out there for paintball,
and that was never just like,oh, you get to go out and, like,
see stuff. It was all it was,like, basically working, and I
never got to actually experienceCalifornia. So I just say I've
never really been because Ihaven't been been. You know what
I mean?
So You haven't been inside.Stoked. I haven't been inside of
California.

Chad Hohn (50:24):
Man, that I always cut that out

Max Cohen (50:26):
to you, Jesus.

Chad Hohn (50:27):
Voice reminds me. Time I met Max in person.

Max Cohen (50:30):
Oh my god.

Liz Moorhead (50:32):
Totally alpha, totally nontoxic.

Chad Hohn (50:34):
No. Nontoxic.

Liz Moorhead (50:35):
Yeah. Fine and not at all violating.

Max Cohen (50:37):
No. No. It was, but it wasn't. Maxie,

Chad Hohn (50:41):
you gotta give it one of these.

Max Cohen (50:42):
Yeah. I'm giving you a little kiss on that forehead.
Anyway, go ahead and listen. Howyou doing?

Liz Moorhead (50:49):
Well Like I said, I had a goal of having an
inbound recap episode like noother.

Chad Hohn (50:55):
You're welcome.

Max Cohen (50:55):
Yeah. We're recapping. Mhmm.

Liz Moorhead (50:57):
We thought last year's was unhinged. I put
somewhat unhinged in the title,and I feel like Chad saw that
and went no.

Max Cohen (51:05):
Nah. No. Off the rails. We're going off the rails
today.

Liz Moorhead (51:09):
But, Chad, since our inbound dad has left us for
greener pastures

Max Cohen (51:13):
Sure.

Liz Moorhead (51:14):
I would actually love for you to tell our
listeners what you think theyshould be taking away as the big
headline of inbound twenty four?What what are the things you
want them walking away from withfrom this episode?

Chad Hohn (51:25):
Yeah. I mean, I think this kinda takes me back to
where we were talking about thecustomer platform or, like,
their positioning and messagingof themselves of HubSpot. Right?
So getting in all seriousnessback to it, I really do feel
like things are more possiblethan they ever have been before,

(51:48):
and they will only continue toget more possible. I mean, just
the simple act of, like, they'retrying to unravel the webs of,
like, not a real object.
Like, you know, quotes are not areal object, and, you know,
activities are, like, all oneobject with subtypes, and it's
weird. Like, they're moving awayfrom that in both their database

(52:13):
architecture as well as the userinterface. Like, I mean, they're
you know, they have a lot ofthings in mind to make what was
once impossible completelypossible to truly make this,
like, as configurable of acustomer platform as you want.
And if I'm putting my long termvision brain on, the reason that

(52:34):
they would be doing that is sothat, like, if you're a solution
partner, you couldtheoretically, like, take
something on top of HubSpot andput it in a HubSpot that you
sell to somebody, much like wetry to do with RBP, but actually
have, like, the ability torelease versions and updates to

(52:57):
your product on HubSpot. So tobe able to actually, like, build
an industry specific tool as aHubSpot expert and sell that
industry specific tool.
Right? I that's where I thinkthat they wanna go with the
customer platform, and theheadline is it's now more
possible than it ever has beenbefore, and it's only getting
more possible.

Max Cohen (53:18):
Yeah. I mean well, I mean, Yamini even kinda pointed
it to it on partner day when shewas, like, laying out those
three horizons of where we're atright now for the app
marketplace. And that last onethat she kind of glazed over
just ever so slightly was like,oh, yeah. Products built on
HubSpot. And it's like, this iswhere I wanted.
It's happening. Or

Chad Hohn (53:38):
somebody could install something, and it puts a
layer on top of HubSpot. And ifyou have support for it, great.
But, I mean, they they even maywanna do things like give
solutions partners insights intothe people that they're building
stuff for. So, like Mhmm. Arethey using it?
So, like, for customer healthscore. Right? I mean, like, that
kind of stuff would be amazingto have as a like, are my people

(54:01):
who I sold my thing to loggingin, are they getting the metrics
I want them to, like, number ofsigned deals or whatever kind of
metrics that tell me if they'reusing the thing I built them or
not. Right? All that and rollingup to my HubSpot portal, right,
as a as a partner.
So Yeah. Anyway, tons of reallycool stuff.

Max Cohen (54:20):
Yeah. The thing that's, like, really kinda blow
my mind is, you know, I look atso the the the thing is not
it's, like, I think about, like,a year ago when I was and maybe
a little bit more than a yearago when I was still a solutions
engineer. Right? And, you know,there was there were certain
things that just, like, youknow, really, killed a deal.
Right?

(54:40):
And I'd get the question, like,tell us about the AI that you
have. Right? And it was alwaysjust like, no. There's like a
couple little things scatteredthroughout, like, the tool.
Yeah.
It's not really, like, onething. Now you can say it's
called Breeze, and it'severywhere, and it does a ton.
Right? Like, you know, we we hadpeople come up and say, like,
oh, can we can we store, like,HIPAA compliant data in there?

(55:02):
And that was always, like, bailbail out.
Nope. Not even worth talking.Not even

Liz Moorhead (55:06):
Go away, hospital.

Max Cohen (55:07):
Now you can now you can. Yeah. Now you can. Right?
That's insane.

Chad Hohn (55:11):
That's

Max Cohen (55:11):
amazing. Like like and then you start to think
about all this new UI extensionstuff. Mhmm. Right? And you ask
yourself, you could build an eyou could build an an EHR out of
HubSpot if you wanted to today.
You could. Right? Electronichealth resetting system for
anyone as a but No. That's No.Exactly.
But, like, you could what'sstopping you? Yeah. Right? Like,

(55:33):
the like, you could buildanything. You could hold what
what the last piece of thepuzzle was, like, the ultra
sense of that highly sensitivedata right past the HIPAA
compliance.
So you you put Social Securitynumbers in HubSpot. You can put
financial information in HubSpotnow. Right? Like, what what can
you not do with it? And thenpeople don't I don't think

(55:55):
people, like, fully grasp thisyet.
App objects and UI extensionsfor for app partners, like being
able to build whatever they wantinto the interface, being able
to build whatever they want intothe data structure. And

Chad Hohn (56:10):
In any tier.

Max Cohen (56:11):
Keep keep that accessible to anyone in any
tier, not be locked into a smallTAM of enterprise customers.
Right? That little thing thatonly the app partners were
listening to, that overnightcompletely changes things for
HubSpot because in a world whereit's like, oh, man, like, brand

(56:34):
new net feat net new features,we're kind of, like, just hoping
and praying that the productteam is gonna put out. Third
party app developers are arequite literally going to be able
to build in their own net newfeatures into this thing. Like,
true.
UI extensions. Truly. Not notlike, oh, you stuff some data in
a contact property and, like,oh, this one's a drop down.

(56:54):
Like, it's not like that. It'slike you you they're gonna build
full brand new sets offunctionality into HubSpot and
be able to do whatever they wantwith the UI on those records and
everything.
And, like, that that's gonna becrazy. The the what's what's
really gonna be, I think, youknow So I I, I said this thing

(57:15):
at the the late night withGeorge and friends, like,
whatever, where I was just like,man, I gotta tell you, I don't
even know. Like, I can't like,usually, like, inbound to
inbound, I can kinda be like,okay. So I think they'll
probably do this next year givenwhat they did this year. I'm
still kind of in this phasewhere I'm just like, I honestly
have no idea now.
Like, after what we saw and,like, the the rate at which,

(57:37):
like, AI, you know, gets betterand where Breeze is at as a
product and all the new stuffthey have. Like, just imagine
that in a year Yeah. What it'sgonna be doing. Right? I I I
can't even think about it.
Right? What's gonna be and butI've been trying to think of,
like, okay, UI extensions arehere. App objects are gonna be a
thing. What's the next thingwhat's the next thing for app

(57:59):
partners? And I was kinda justlike, I mean, it feels like it's
the it's the edge.
It feels like we kinda haveeverything we got. But then I
was like, wait a minute. Thenext sort of horizon for the app
to yeah. True. But also Nerds.
Doing stuff outside hold on.Doing stuff outside of records.

Chad Hohn (58:17):
Yeah.

Max Cohen (58:18):
Right? You know what I mean? So, like, where else can
we inject functionality? Is itinto certain marketing tools? Is
it this?
Is it that? That's gonna bereally interesting to see how
they approach that stuff. Butsorry, Liz. We don't know how to
end the recording, so I'mblabbering on.

Chad Hohn (58:34):
You told us to stay above 55.

Liz Moorhead (58:38):
Max, is that your one thing you want people to
remember from inbound 24?

Max Cohen (58:42):
It's the one thing I remember from inbound 24. So

Liz Moorhead (58:45):
A multi hyphenate run on sentence.

Max Cohen (58:47):
Yes. Yes. I, yeah, I was I think that was The kids
say I was I was I was cooking iswhat that is. I was cooking.

Liz Moorhead (58:57):
Left off. No crumbs.

Max Cohen (58:58):
No. Let me cook. We out.

Liz Moorhead (59:00):
Like that, we out.

George B. Thomas (59:03):
Okay, hub heroes. We've reached the end of
another episode. Will Lord Lackcontinue to loom over the
community, or will we be able todefeat him in the next episode
of the Hub Heroes podcast? Makesure you tune in and find out in
the next episode. Make sure youhead over to the hubheroes.com
to get the latest episodes andbecome part of the league of

(59:26):
heroes.
FYI, if you're part of theleague of heroes, you'll get the
show notes right in your inbox,and they come with some hidden
power up potential as well. Makesure you share this podcast with
a friend. Leave a review if youlike what you're listening to,
and use the hashtag, hashtag hubeuros podcast on any of the
socials, and let us know whatstrategy conversation you'd like

(59:49):
to listen into next. Until nexttime, when we meet and combine
our forces, remember to be ahappy, helpful, humble human,
and, of course, always belooking for a way to be
someone's hero.