How Netlify’s CCO Uses Agentic AI to Drive Customer Success

In this fast-paced Sound Bites episode, Netlify Chief Customer Officer Richard Terry-Lloyd joins Battery Ventures’ Bill Binch to share how simple Agentic AI workflows are transforming customer engagement and revenue operations. From using ChatGPT to prep smarter meetings to validating forecasts with data-driven precision, RTL reveals practical, repeatable AI “hacks” any go-to-market leader can use today.

Key Takeaways/Key Moments:

00:00 – 00:01:05 | Introduction: A New Sound Bites Format 

Host Bill Binch introduces a shorter, TED Talk–style Sound Bites episode focused on Agentic AI use cases. Guest Richard Terry-Lloyd (RTL), Chief Customer Officer at Netlify, joins to share how he’s applying AI to improve customer engagement and revenue operations. 

01:05 – 04:41 | Use Case #1: Prepping Customer Meetings with AI 

RTL explains how he combined Vitally (for support and account data) and Gong (for sales and call insights) to create a unified customer snapshot. Using a simple AI prompt, he summarizes each customer’s top strategic initiatives and Netlify’s alignment to them — improving meeting quality, avoiding surprises, and strengthening executive conversations. 

04:41 – 07:45 | Scaling a Repeatable “Voice of the Customer” Framework 

By iterating and reusing the same AI workflow, RTL built a repeatable process that his teams can scale across the organization. The approach helps them prep faster, land more meetings, and create clear, actionable next steps post-meeting. 

08:11 – 09:50 | Use Case #2: RevOps Insights with Salesforce + ChatGPT 

RTL exports Salesforce data into ChatGPT to analyze pipeline flow, deal progression, and team performance — identifying what’s working, who’s excelling, and where coaching opportunities lie. This lightweight, no-cost method turned static data into actionable insights for improving sales efficiency and team collaboration. 

09:50 – 10:30 | Use Case #3: Forecast Validation with AI 

He uses ChatGPT as a “third forecast check”, comparing its prediction to internal and Gong forecasts. This extra data point adds confidence and balance to pipeline management without additional tools or expense. 

10:30 – End | Closing Thoughts 

Bill highlights how RTL’s AI “hacks” — simple, scalable, and repeatable — help teams get smarter, faster, and more customer-focused. 

Disclaimer:

This material is intended for an audience of entrepreneurs and provided for informational purposes, and it is not, and may not be relied on in any manner as, legal, tax or investment advice or as an offer to sell or a solicitation of an offer to buy an interest in any fund or investment vehicle managed by Battery Ventures or any other Battery entity.

The information and data are as of the publication date unless otherwise noted.

Content obtained from third-party sources, although believed to be reliable, has not been independently verified as to its accuracy or completeness and cannot be guaranteed. Battery Ventures has no obligation to update, modify or amend the content of this post nor notify its readers in the event that any information, opinion, projection, forecast or estimate included, changes or subsequently becomes inaccurate.

The information above may contain projections or other forward-looking statements regarding future events or expectations. Predictions, opinions, and other information discussed in this video are subject to change continually and without notice of any kind and may no longer be true after the date indicated.

Battery Ventures assumes no duty to and does not undertake to update forward-looking statements. For a full list of all Battery investments, please visit https://www.battery.com/list-of-all-companies/