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Listen in to this special episode of Owning the Outcome, as Sarah dives into product strategy and customer value in the AI era with HubSpot’s new Chief Product & Technology Officer, Duncan Lennox. Duncan brings decades of experience as a founder, product leader, and builder through multiple technology shifts—from the early days of SaaS to today’s AI era—and a relentless focus on solving for the customer. In this episode, you’ll hear: Duncan's journey from growing up in a small family business to founding his own companies to leading product and technology for global enterprises How AI is raising the bar for product expectations—and why trust and quality matter more than ever Where HubSpot's partners play—and where the ecosystem opportunity lives in the AI era How HubSpot is thinking about platform extensibility, unified data, and innovation with partners Duncan's leadership philosophy and guiding teams with clarity and consistency through rapid technology shifts It’s an energizing look at where HubSpot is headed—and why the best is still ahead. Partners, listen in and don't forget to join us for Ecosystem Kickoff (February 23 and 24)—check your inbox for details.

We’re closing out the season with two of HubSpot’s top leaders—Karen Ng, EVP of Product, and Angela O’Dowd VP of the Global Partner Ecosystem— to share their takeaways and what's ahead for partners. We'll cover: Why HubSpot believes partners will lead the AI transformation The AI-Ready Partner Playbook in action: Where leaders are already generating 20% of revenue from AI services, and what’s holding others back Pricing in the AI era: Why outcome-based and hybrid models might replace billable hours Unified data as the unlock: How Data Hub and Smart CRM help partners move customers from experimenting to ROI Upmarket expansion: Why the partner ecosystem is what makes HubSpot easy, fast, and unified for enterprise customers The builder profile: How the next wave of partners will act as both app builders and service providers The human edge: what Karen and Angie say AI can never replace—and why leadership in this era must remain profoundly human It's been an amazing season filled with stories on how partners—big and small—are leading in this AI-shift to deliver outcomes for customers. We'll see you in 2026 for more Owning the Outcome!

This episode is all about tactics and customer value. Join Sarah and Aimane Ben M Hand, head of AI & Innovation at Bright Digital, for a packed 20 minutes on how to build a relentlessly innovative AI-first culture within your business and how to deliver AI outcomes for customers, even when trust has been eroded in the past. You'll learn: How to drive AI adoption internally: Bright Digital’s playbook for building an AI-first mindset and scaling team innovation fast. What to do when AI projects fail: Why 62% of mid-market companies struggle with early adoption, and how to reset the strategy. Relational intelligence in practice: Why human connection and trust are more critical than ever in an AI-driven world. Bright Digital’s AI service mix: From strategy and governance to hands-on agent workflows that boost client outcomes. Practical frameworks for ROI: How to evaluate tools without falling into FOMO and build a realistic path to return on investment. Consider this your step-by-step guide on moving beyond hype, building trust, and delivering measurable AI outcomes.

Gemma Price is the founder and CEO of HubGem, a UK-based diamond HubSpot partner that has grown from a kitchen-table startup to a 20-person team serving schools and nonprofits worldwide. Her story blends bold entrepreneurship, deep commitment to culture, and a clear-eyed embrace of AI as an amplifier of human potential. In this episode, you’ll hear: How Gemma turned her experience in education into a thriving HubSpot consultancy Why every HubGem employee is now “AI-amplified” and what that means for scaling without losing quality The PACE Model (playfulness, acceptance, curiosity, empathy) and how it shapes team culture and customer relationships Practical examples of navigating client fears and resistance to AI adoption Why HubGem’s people-first approach earned recognition at the British HR Awards Gemma’s advice to other partners on scaling authentically while holding fast to their values It’s a masterclass in building hybrid teams where humans and AI work together—without losing the heart of the business.

HubSpot’s new Chief Sales Officer, David Cohen, has spent the last six months traveling the globe meeting partners and customers. What he’s learned is shaping not only how HubSpot goes to market, but how to win upmarket—together. It’s a conversation about leadership, the AI transformation reshaping go-to-market, customer value, and why partners are central to winning the next era of growth.

From breaking into North American professional sports to scaling complex organizations worldwide, Engaging.io has built a reputation for technical depth, honesty, and impact. In this episode, CEO Michelle O'Keeffe dives into AI adoption, why clean data beats hype, the importance of verticalization, and how a strong collaborative leadership style fuels growth across the ecosystem.

The next 30 minutes offer a practical playbook for founders and operators chasing enterprise-level impact without enterprise-level headcount. You’ll learn: • How to unify your data model so AI agents operate with precision • Where to apply AI to collapse workflows, cut costs, and speed cycle times • How to re-engineer delivery so humans and AI work in sync • Change management tactics that get skeptical teams on board • Why “AI without the bloat” is the next competitive advantage Tune in to get energized by innovation—and don't forget to review the show and leave us a comment!

There's never been a better time to be a builder, and in HubSpot's ecosystem, we're seeing more and more partners who deliver solutions and list apps in our marketplace. Why? Daryl Michel—CEO at Cogent Connective—says its all about freedom of choice and the best way to solve a customer's challenges. This episode is an energizing look at how to scale as a partner today, including: How building with AI can supercharge client outcomes Unlocking new revenue streams with apps A real-world example of how one ERP integration is now helping them close deals faster and at scale The ripple effects on client growth, cost per acquisition, and profitability Building apps to solve for gaps in the customer experience Whether you're a builder, a CEO, or just looking to revisit the idea of building for HubSpot's marketplace, this conversation highlights the compounding impact of combining service excellence with scalable tech—and how AI is the great accelerator.

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 built BONANA to do what most partners only talk about—drive real customer impact. In just two years, BONANA won HubSpot’s Customer-First Award in EMEA. How? By aligning people, process, and data, especially as AI transforms how we work. In this episode, Sarah and Jasey get into: What it means to be a “trusted advisor” in today’s ecosystem How to build trust without custom code or flashy hacks Why services firms are best positioned to lead the AI transition For anyone navigating the complexity of upmarket growth, shifting expectations, or the messy middle of AI adoption—this conversation is a breath of fresh air.

What does it take to lead through a moment of massive transformation? In this episode, Yamini Rangan, CEO of HubSpot, sits down with Sarah to talk about the evolving role of partners in the age of AI. From the rise of agents to the power of relational intelligence, they explore how the most meaningful customer experiences are rooted in both human connection and technological possibility. It’s a conversation about leadership, innovation, and the magical moments where humans and AI meet.