What does it really take to build an AI-powered customer experience from the ground up?
Lacey Peace sits down with Katie Bianchi, Chief Customer Officer at Palo Alto Networks, to unpack how her team rebuilt support systems for the AI era — eliminating handoffs, reducing resolution time by over 40%, and transforming how their teams work.
Katie walks through their phased AI implementation strategy, from data unification and process re-architecture to training internal copilots capable of diagnosing the most complex cases. She shares why tight alignment between product, IT, and customer success is now a non-negotiable, and how empowering frontline employees to lead experimentation created real transformation.
Plus, Katie gets candid about what she would’ve done differently, why NPS might be obsolete, and how AI is becoming the operating system for work itself. Whether you're navigating digital transformation or trying to unite siloed teams, this episode offers a clear, tactical, and deeply human roadmap to scaling customer experience in the age of AI.
Key Moments:
00:00 Meet AI-Expert Katie Bianchi, CCO at Palo Alto Networks
01:31 Why Dirty Data Is Killing Your AI Strategy
02:46 AI Adoption Starts with Empowered Employees
06:49 Joining a Cybersecurity Giant During Peak Disruption
08:41 Step-by-Step: How Palo Alto Networks Rolled Out AI
14:17 Building a Culture of Rapid Experimentation
21:50 What AI Agents Can Do in Tech Support Right Now
23:12 What We’d Do Differently: Lessons from the Frontlines of AI
25:47 End-to-End Automation: Connecting Pre- and Post-Sales
27:38 Smarter CX: Turning Data Into Actionable Insights
36:41 Rethinking Metrics: How to Measure AI’s Real Impact
39:17 From Reactive to Proactive: Real AI Customer Wins
41:26 AI as Your New Operating System: What’s Next
–
Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce
Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org
Popular Podcasts
Crime Junkie
Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.
24/7 News: The Latest
The latest news in 4 minutes updated every hour, every day.
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.