"It’s really easy to augment something bad. So we had to slow down, get the data right, get the inputs right, and now we’re seeing acceleration in efficiency and productivity." That mindset defined Chad Theule, Chief Customer Officer at insightsoftware, as he led one of the largest AI transformations in customer success. Rather than rushing to automate, Chad focused on getting the fundamentals right: clean data, structured information, and strong governance. By connecting Claude, Salesforce, and Gong, his team created what he calls “the democratization of intelligence around the customer”, unlocking faster insights, better engagement, and measurable impact across 100 products. In conversation with Andrew Taylor from Hg, Chad shares how slowing down first can be the fastest way to scale lasting customer success. 🎥 Watch the full discussion from the Hg Growth Summit 2025: https://lnkd.in/dHr84We9