Owning the Outcome

Multimodal interfaces. Real-time personalization. Data privacy. Content ownership. Responsible AI. In this episode, Eve Sangenito of global consultancy Perficient offers a grounded, enterprise lens on the evolving demands of AI-powered customer experience—and what leaders (and the partners who support them) need to understand right now. Eve and Sarah explore how generative AI is reshaping customer expectations, guiding tech investments, and redefining experience delivery at scale. For anyone driving digital transformation, building AI strategy, or modernizing enterprise CX, this conversation is a timely look at what’s shifting—and what’s ahead.

Constraints breed innovation—and in LATAM, it’s become a competitive edge. In this episode of Owning the Outcome, we hear from Cecilia Hayafuji, who saw cracks in the system and built HAL into an elite HubSpot partner agency. From her early days navigating global tech giants to launching her own firm at 50, our guest has lived through every major shift in the industry—and is now leading the charge into AI-powered growth across Latin America. Cecelia shares how constraints shaped strategy, why quality beats scale, and what makes LATAM one of the most fertile grounds for AI adoption today. If you're thinking about building in uncertain times, scaling with precision, or leading through change—this one's for you.

Helen Russell, HubSpot’s Chief People Officer, believes the age of AI is making work more human, not less. In this episode, she shares how HubSpot is approaching our culture in the AI-first era, digs into relational intelligence and the human + AI workforce, unpacks how vision, empathy, and integrity are reshaping leadership—and why outcomes, not adoption, should guide how we measure success in the AI era.

Fabian Valado, General Manager at BFJ, has done it all—sold at a loss just to get experience, taught clients how to buy, and scaled his agency into working with customers in the 500k—1M contact range by staying relentlessly focused on outcomes. In this episode of Owning the Outcome, Fabian talks candidly about what it takes to grow from small partner to enterprise-ready seller. He gets into how to win over IT blockers in healthcare, why 50% of the job is customer service and teaching, and what he considers the bar for excellence as a HubSpot partner. If you’re a partner looking to scale, navigate complex sales, or just want a front-row seat to how technical operators win in the age of AI—this one’s for you.

"You have to think of AI as not just tech. It's a strategic capability that all team should have and understand—especially CEOs." In this episode of Owning the Outcome, Jeff Pedowitz, founder and CEO of The Pedowitz Group, talks about what it takes to drive transformation for enterprise clients in the age of AI. With over a decade of experience helping large organizations modernize how they grow, Jeff shares how his team approaches AI, data quality, and strategy with clarity, pragmatism, and a consultant’s edge. Jeff opens up about his leadership philosophy, the cultural values that drive his firm, and why he doubled down on HubSpot just as the platform made major strides into the enterprise space. He explains why many companies still hesitate to adopt AI—even as they acknowledge its importance—and outlines the essential first steps CEOs can take to bring AI into their business models.

Jasey Tielen, co-founder of BONANA, established a successful tech partnership that earned HubSpot's Customer-First Award in just under two years. In the discussion, Jasey highlights the importance of being a trusted advisor and how to build that trust without relying on flashy hacks. He elaborates on why service firms are ideally positioned to lead the transition to AI, emphasizing a strategy that balances short-term needs with long-term vision. This conversation offers valuable insights for navigating the complexities of modern business growth in the digital age.

Yamini Rangan, CEO of HubSpot, shares her insights on leading transformative tech changes. She discusses the synergy between AI and human expertise, emphasizing how their collaboration can drive innovation. Rangan highlights AI as a force multiplier for teams, particularly in content marketing, making it easier for smaller groups to excel. The importance of relational intelligence in customer engagement is underscored, showing how emotional awareness enhances interactions. The conversation also touches on the competitive edge of companies embracing AI innovation.

You have questions, Sam Anderson—CEO of Origin 63—has answers. And now, so does Customer Agent. In this episode, Sarah and Sam talk trust, handoffs, and what it really takes to make AI work alongside humans. And, they get into all the details on how to use AI to unify unstructured data, activate knowledge bases, and build always-on assistants that support teams across the front office.

Daryn Smith, CEO of Huble, shares how his team became HubSpot’s 2024 Global Partner of the Year—not by verticalising, but by chasing complexity. From early SMB roots to winning multinationals, Daryn explains why global reach, process re-engineering, and strategic patience are the new currency of scale. He also unpacks their shift to value-based pricing and how AI is reshaping—not replacing—their services.

Get ready for Owning The Outcome, a podcast that unpacks how HubSpot’s most successful partners are leading with AI and owning the outcome in this new era.