HBS Managing the Future of Work How HubSpot sells and supports its own AI transformation
Dec 17, 2025
Helen Russell, Chief People Officer at HubSpot, and John Dick, Chief Customer Success Officer, explore how HubSpot navigates its AI transformation. They discuss integrating AI into customer success to enhance workflows and the employee experience. Helen shares tactics for teaching AI fluency, emphasizing the importance of an explorer mindset. John highlights the collaboration between humans and AI as a power boost for customer interactions. The discussion also covers the evolving roles in a tech-driven workplace and the significance of ethics and privacy in AI use.
AI Snips
Chapters
Transcript
Episode notes
Make AI Fluency A Clear Expectation
- Do make AI fluency an explicit company expectation and measure usage and outcomes.
- Provide tools, comms, and visible leader modeling to accelerate adoption.
Measure Outcomes Not Just Usage
- AI use can rapidly boost engineering productivity and routinely reaches near-universal employee use.
- Focus next on measuring outcome lift rather than hours saved.
Use Bite-Sized Sharing To Spread Skills
- Do run frequent, short internal shares and leader examples to normalize AI use.
- Use bite-sized moments (e.g., weekly highlights) to spread practical prompts and use cases.