How AI Agents Let GTM Teams Scale — Justin Joyce, Cloudflare

>> Well, thank you everyone for joining. >> Well, thank you everyone for joining. I'm hoping that you guys had a great I'm hoping that you guys had a great I'm hoping that you guys had a great time so far at this conference and you time so far at this conference and you time so far at this conference and you guys have a lot of takeaways back, you guys have a lot of takeaways back, you guys have a lot of takeaways back, you know, to your company. know, to your company. know, to your company. Um, I don't know if any of you guys saw Um, I don't know if any of you guys saw Um, I don't know if any of you guys saw the uh AGI pills downstairs. the uh AGI pills downstairs. the uh AGI pills downstairs. Yeah, well, I just took some. So, if I Yeah, well, I just took some. So, if I Yeah, well, I just took some. So, if I say any phrases about that's the uh say any phrases about that's the uh say any phrases about that's the uh the the the the gun What's that What's that the the gun What's that What's that the the gun What's that What's that the phrase? That's the uh burning gun or the phrase? That's the uh burning gun or the phrase? That's the uh burning gun or the smoking gun or I start hallucinating in smoking gun or I start hallucinating in smoking gun or I start hallucinating in general, well, please snap me back. general, well, please snap me back. general, well, please snap me back. That's probably just the AGI pills. That's probably just the AGI pills. That's probably just the AGI pills. All right. So, without further ado, All right. So, without further ado, All right. So, without further ado, let's get started. let's get started. let's get started. Uh my name is Justin Joyce. I'm a Uh my name is Justin Joyce. I'm a Uh my name is Justin Joyce. I'm a principal sales operations and strategy principal sales operations and strategy principal sales operations and strategy manager at Cloudflare. manager at Cloudflare. manager at Cloudflare. Um and I work with the go-to-market team Um and I work with the go-to-market team Um and I work with the go-to-market team as part of the revenue operations as part of the revenue operations as part of the revenue operations organization, specifically on the teams organization, specifically on the teams organization, specifically on the teams that uh produce leads for the sales that uh produce leads for the sales that uh produce leads for the sales teams, as well as the customer teams, as well as the customer teams, as well as the customer experience team, which works on uh the experience team, which works on uh the experience team, which works on uh the customer experience after the sale the customer experience after the sale the customer experience after the sale the sales have been done. sales have been done. sales have been done. And uh And uh And uh just a little background about me. just a little background about me. just a little background about me. As Moda said, I started in sales As Moda said, I started in sales As Moda said, I started in sales operations uh operations uh operations uh and sales and then I moved to sales uh and sales and then I moved to sales uh and sales and then I moved to sales uh to the machine learning side about the to the machine learning side about the to the machine learning side about the last 7 years at Grainger. And I really last 7 years at Grainger. And I really last 7 years at Grainger. And I really wanted to do that to be able to learn wanted to do that to be able to learn wanted to do that to be able to learn how to how to how to uh uh uh have prescriptive analysis and have prescriptive analysis and have prescriptive analysis and prescriptive uh prediction so I can help prescriptive uh prediction so I can help prescriptive uh prediction so I can help the business better to make decisions the business better to make decisions the business better to make decisions and to understand what's the next step and to understand what's the next step and to understand what's the next step next best step.

next best step. next best step. So, uh So, uh So, uh 6 months ago, I had an opportunity to 6 months ago, I had an opportunity to 6 months ago, I had an opportunity to move back into sales operations move back into sales operations move back into sales operations uh because I really wanted to use all uh because I really wanted to use all uh because I really wanted to use all the skills that I'd been learning from the skills that I'd been learning from the skills that I'd been learning from machine learning as well as from sales machine learning as well as from sales machine learning as well as from sales operations in general. So, what's the general problem? The So, what's the general problem? The general problem is that traditional general problem is that traditional general problem is that traditional go-to-market does not scale. go-to-market does not scale. go-to-market does not scale. There's a few um There's a few um There's a few um facets to this. facets to this. facets to this. The first facet is that usually teams on The first facet is that usually teams on The first facet is that usually teams on the back office side, uh they're either the back office side, uh they're either the back office side, uh they're either doing work in Excel or sheets at worst, doing work in Excel or sheets at worst, doing work in Excel or sheets at worst, um building analysis each week, multiple um building analysis each week, multiple um building analysis each week, multiple hours a week, and as they take on hours a week, and as they take on hours a week, and as they take on multiple projects, it gets exponentially multiple projects, it gets exponentially multiple projects, it gets exponentially long with how many of those analysis long with how many of those analysis long with how many of those analysis that they're doing. that they're doing. that they're doing. Uh at best, they are producing Uh at best, they are producing Uh at best, they are producing dashboards, dashboards, dashboards, um providing information to the uh um providing information to the uh um providing information to the uh leadership and executive team, um which, leadership and executive team, um which, leadership and executive team, um which, you know, meets the needs of most teams, you know, meets the needs of most teams, you know, meets the needs of most teams, um but not all of them. And that needs um but not all of them. And that needs um but not all of them. And that needs meets meets meets that needs uh that needs uh that needs uh means that in general, not all the means that in general, not all the means that in general, not all the requirements of the go-to-market teams requirements of the go-to-market teams requirements of the go-to-market teams are met. They're not able to really are met. They're not able to really are met. They're not able to really provide all the information that the provide all the information that the provide all the information that the teams need when um they need it.

The second problem, which is more on the The second problem, which is more on the go-to-market side with the sales and uh go-to-market side with the sales and uh go-to-market side with the sales and uh the sales teams and the other teams that the sales teams and the other teams that the sales teams and the other teams that I mentioned that I support, is they have I mentioned that I support, is they have I mentioned that I support, is they have two gaps. Essentially, the first gap is two gaps. Essentially, the first gap is two gaps. Essentially, the first gap is the context gap, meaning when a the context gap, meaning when a the context gap, meaning when a salesperson is salesperson is salesperson is uh talking to a prospect um one call and uh talking to a prospect um one call and uh talking to a prospect um one call and talking to a current customer in the talking to a current customer in the talking to a current customer in the next call, or um talking at an adoption next call, or um talking at an adoption next call, or um talking at an adoption conversation the call after that, they conversation the call after that, they conversation the call after that, they have to constantly switch contexts and have to constantly switch contexts and have to constantly switch contexts and they have to gather information for they have to gather information for they have to gather information for those specific calls, those specific calls, those specific calls, which is good. They really need to get which is good. They really need to get which is good. They really need to get that information to have those calls and that information to have those calls and that information to have those calls and understand how to approach the understand how to approach the understand how to approach the situation, but they have to do all that situation, but they have to do all that situation, but they have to do all that work in between. work in between. work in between. Um the second one what is like what I Um the second one what is like what I Um the second one what is like what I like to call is the expert gap, which is like to call is the expert gap, which is like to call is the expert gap, which is the gap between how your expert the gap between how your expert the gap between how your expert salesperson or expert go-to-market um salesperson or expert go-to-market um salesperson or expert go-to-market um sales individual, how he would approach sales individual, how he would approach sales individual, how he would approach a situation, how he would talk to a a situation, how he would talk to a a situation, how he would talk to a prospect, how he would uh work on prospect, how he would uh work on prospect, how he would uh work on adoption call, how he would handle a adoption call, how he would handle a adoption call, how he would handle a customer satisfaction issue, and customer satisfaction issue, and customer satisfaction issue, and between also the between also the between also the a new salesperson or someone that's just a new salesperson or someone that's just a new salesperson or someone that's just ramping up. So, ideally like everyone ramping up. So, ideally like everyone ramping up. So, ideally like everyone working at the same operational level, working at the same operational level, working at the same operational level, so you have consistency in execution, so you have consistency in execution, so you have consistency in execution, consistency in messaging of how to consistency in messaging of how to consistency in messaging of how to assess a assess a assess a a customer's problems and how your a customer's problems and how your a customer's problems and how your product can help fit that portfolio. So, product can help fit that portfolio. So, product can help fit that portfolio. So, with these two problems with manual work with these two problems with manual work with these two problems with manual work as well as as well as as well as uh uh uh salespeople not having enough salespeople not having enough salespeople not having enough information and having the gap of having information and having the gap of having information and having the gap of having to get all the information they need

to get all the information they need to get all the information they need and gather that as well as not be able and gather that as well as not be able and gather that as well as not be able to execute the same level, it really to execute the same level, it really to execute the same level, it really creates an inefficiency in the creates an inefficiency in the creates an inefficiency in the go-to-market organization. go-to-market organization. go-to-market organization. And so, for the last 6 months or so And so, for the last 6 months or so And so, for the last 6 months or so since I've since I've since I've joined Cloudflare, I've been really joined Cloudflare, I've been really joined Cloudflare, I've been really focusing on how can I make this focusing on how can I make this focusing on how can I make this operation efficient from back to front operation efficient from back to front operation efficient from back to front and there's a lot of great things that and there's a lot of great things that and there's a lot of great things that we've been doing at our company in we've been doing at our company in we've been doing at our company in general that's helped me enable that and general that's helped me enable that and general that's helped me enable that and I really want to share some of those I really want to share some of those I really want to share some of those findings with you. findings with you. findings with you. So, the framework that I'm proposing So, the framework that I'm proposing So, the framework that I'm proposing here, which I think is is here, which I think is is here, which I think is is it's going to really be effective in as it's going to really be effective in as it's going to really be effective in as we flesh this out in the future is a we flesh this out in the future is a we flesh this out in the future is a three-pillar approach. three-pillar approach. three-pillar approach. The first pillar approach is how can we The first pillar approach is how can we The first pillar approach is how can we scale analysis and the ability of scale analysis and the ability of scale analysis and the ability of operations team to meet the data needs operations team to meet the data needs operations team to meet the data needs of executives, leadership, of executives, leadership, of executives, leadership, as well as be able to build applications as well as be able to build applications as well as be able to build applications using business context. How can they using business context. How can they using business context. How can they take things that would take 2 hours to take things that would take 2 hours to take things that would take 2 hours to do down to 5 minutes? Um back in well, do down to 5 minutes? Um back in well, do down to 5 minutes? Um back in well, not back in January of this year, not back in January of this year, not back in January of this year, I after I joined I joined the company, I after I joined I joined the company, I after I joined I joined the company, I had built these skills and I'd started I had built these skills and I'd started I had built these skills and I'd started asking questions of the data directly asking questions of the data directly asking questions of the data directly and I was able to get answers and I was able to get answers and I was able to get answers immediately while doing other things and immediately while doing other things and immediately while doing other things and I saw the huge power of how if we can I saw the huge power of how if we can I saw the huge power of how if we can scale the analysis and the operations of scale the analysis and the operations of scale the analysis and the operations of the teams, we can actually focus on the the teams, we can actually focus on the the teams, we can actually focus on the second part of my job, which is second part of my job, which is second part of my job, which is strategy.

strategy. strategy. The second pillar is how can is to scale The second pillar is how can is to scale The second pillar is how can is to scale insight. insight. insight. There's There's There's story in the data, and how can we story in the data, and how can we story in the data, and how can we provide that to the team? How can we provide that to the team? How can we provide that to the team? How can we provide that team at, you know, the provide that team at, you know, the provide that team at, you know, the weekly level, at the different levels of weekly level, at the different levels of weekly level, at the different levels of management? How can we provide that management? How can we provide that management? How can we provide that information, that insight, that story to information, that insight, that story to information, that insight, that story to every customer that the sales teams are every customer that the sales teams are every customer that the sales teams are talking to? And the third one, which is arguably the And the third one, which is arguably the biggest one, is biggest one, is biggest one, is uh to provide self-service capabilities uh to provide self-service capabilities uh to provide self-service capabilities to the go-to-market team. to the go-to-market team. to the go-to-market team. When these sales individuals, when When these sales individuals, when When these sales individuals, when they're talking to a customer, how can they're talking to a customer, how can they're talking to a customer, how can they get the expert-level information they get the expert-level information they get the expert-level information that they need to interact with that that they need to interact with that that they need to interact with that customer and to best assess, you know, customer and to best assess, you know, customer and to best assess, you know, how they should approach the situation, how they should approach the situation, how they should approach the situation, how to handle rejections, how to upsell how to handle rejections, how to upsell how to handle rejections, how to upsell them, and how to handle customer them, and how to handle customer them, and how to handle customer satisfaction issues. satisfaction issues. satisfaction issues. Uh this is a huge part of what I've seen Uh this is a huge part of what I've seen Uh this is a huge part of what I've seen we've done at Cloudflare, and I'll share we've done at Cloudflare, and I'll share we've done at Cloudflare, and I'll share a little bit what that looks like. a little bit what that looks like. a little bit what that looks like. So, as it relates to scaling the So, as it relates to scaling the So, as it relates to scaling the analytical capability, the back-office analytical capability, the back-office analytical capability, the back-office operations, operations, operations, what we have done as we have built what we have done as we have built what we have done as we have built role-specific skill files, which have role-specific skill files, which have role-specific skill files, which have the context of the the context of the the context of the business information tying it to the business information tying it to the business information tying it to the data. This is for both technical and data. This is for both technical and data. This is for both technical and non-technical users. Technical users, non-technical users. Technical users, non-technical users. Technical users, you could say the ones who are building you could say the ones who are building you could say the ones who are building SQL and being able to data engineer a SQL and being able to data engineer a SQL and being able to data engineer a lot of solutions. And then the lot of solutions. And then the lot of solutions. And then the non-technical people would be more non-technical people would be more non-technical people would be more individuals who are closer to the individuals who are closer to the individuals who are closer to the business with the sales people who may business with the sales people who may business with the sales people who may not know how to write SQL.

not know how to write SQL. not know how to write SQL. And so, we have skill files that they're And so, we have skill files that they're And so, we have skill files that they're able to use to ask questions of the data able to use to ask questions of the data able to use to ask questions of the data to get answers fairly quickly while to get answers fairly quickly while to get answers fairly quickly while doing other tasks. doing other tasks. doing other tasks. And And And one example here is in those skill one example here is in those skill one example here is in those skill files, we also, files, we also, files, we also, through testing, we've included the through testing, we've included the through testing, we've included the types of questions that the business types of questions that the business types of questions that the business would ask of the data. In this case, would ask of the data. In this case, would ask of the data. In this case, looking at looking at looking at closed date changes and opportunities, closed date changes and opportunities, closed date changes and opportunities, as well as uh changes in the amount of as well as uh changes in the amount of as well as uh changes in the amount of the opportunities, so that we can answer the opportunities, so that we can answer the opportunities, so that we can answer essentially 80% or or more of the essentially 80% or or more of the essentially 80% or or more of the questions, where the other 20% might be questions, where the other 20% might be questions, where the other 20% might be more uh complex strategic questions. more uh complex strategic questions. more uh complex strategic questions. And so, overall, this allows the teams And so, overall, this allows the teams And so, overall, this allows the teams to be able to embed all of the logic to be able to embed all of the logic to be able to embed all of the logic into the skill files and get answers uh into the skill files and get answers uh into the skill files and get answers uh fairly quickly. So, I've seen users who fairly quickly. So, I've seen users who fairly quickly. So, I've seen users who do not know any SQL, and the essentially do not know any SQL, and the essentially do not know any SQL, and the essentially their request in the past we bottleneck their request in the past we bottleneck their request in the past we bottleneck to someone who knows data and can write to someone who knows data and can write to someone who knows data and can write SQL for complex queries, be able to just SQL for complex queries, be able to just SQL for complex queries, be able to just ask questions of the data and get ask questions of the data and get ask questions of the data and get answers. answers. answers. And this is very useful also for what I And this is very useful also for what I And this is very useful also for what I show later on on the third pillar is for show later on on the third pillar is for show later on on the third pillar is for building skills for these go-to-market building skills for these go-to-market building skills for these go-to-market teams, so that they um can and ask teams, so that they um can and ask teams, so that they um can and ask questions of their data and and get questions of their data and and get questions of their data and and get answers. Also, uh in our team we've used answers. Also, uh in our team we've used answers. Also, uh in our team we've used these same skill files to build multiple these same skill files to build multiple these same skill files to build multiple applications. Uh when usually, you know, applications. Uh when usually, you know, applications. Uh when usually, you know, that is uh done in IT and bottlenecked that is uh done in IT and bottlenecked that is uh done in IT and bottlenecked in those areas, we're able to use the in those areas, we're able to use the in those areas, we're able to use the semantic information about the business semantic information about the business semantic information about the business um knowledge, as well as the columns um knowledge, as well as the columns um knowledge, as well as the columns table to build these applications rather table to build these applications rather table to build these applications rather quickly. So, this allows us to free up

quickly. So, this allows us to free up quickly. So, this allows us to free up our time, so that we can focus on our time, so that we can focus on our time, so that we can focus on strategy and enablement. All right, for the second pillar, uh All right, for the second pillar, uh what I mentioned earlier, there's a what I mentioned earlier, there's a what I mentioned earlier, there's a story in the data and they really story in the data and they really story in the data and they really shouldn't have to search for it. Uh what shouldn't have to search for it. Uh what shouldn't have to search for it. Uh what I'm showing you here is synthetic data I'm showing you here is synthetic data I'm showing you here is synthetic data on the right. Uh we have a weekly on the right. Uh we have a weekly on the right. Uh we have a weekly summary that goes out, which highlights summary that goes out, which highlights summary that goes out, which highlights how the business is doing, how they're how the business is doing, how they're how the business is doing, how they're pacing to their goals, and then pacing to their goals, and then pacing to their goals, and then highlighting um trends, uh standouts, as highlighting um trends, uh standouts, as highlighting um trends, uh standouts, as well as watches. well as watches. well as watches. So, So, So, this uh we provide this information to this uh we provide this information to this uh we provide this information to the business, so they can, as you just the business, so they can, as you just the business, so they can, as you just like you can open your phone now uh on like you can open your phone now uh on like you can open your phone now uh on Gemini, if you have it, and you can see Gemini, if you have it, and you can see Gemini, if you have it, and you can see your notes for the day or the things your notes for the day or the things your notes for the day or the things that you need to do, that you need to do, that you need to do, giving that same level of information to giving that same level of information to giving that same level of information to the go-to-market team, so they can just the go-to-market team, so they can just the go-to-market team, so they can just go along their day, and if they do need go along their day, and if they do need go along their day, and if they do need to look at some of the reports or to look at some of the reports or to look at some of the reports or dashboards, they can to drill in, um but dashboards, they can to drill in, um but dashboards, they can to drill in, um but we bring the story to them. we bring the story to them. we bring the story to them. And I'll pull this together why I think And I'll pull this together why I think And I'll pull this together why I think this is really important. Um you know, this is really important. Um you know, this is really important. Um you know, of course there's a place for dashboards of course there's a place for dashboards of course there's a place for dashboards and standard information, but there's and standard information, but there's and standard information, but there's different level of adoption of the KPI different level of adoption of the KPI different level of adoption of the KPI metrics at any given company. You're metrics at any given company. You're metrics at any given company. You're going to have people who are love going to have people who are love going to have people who are love dashboards, people are never going to dashboards, people are never going to dashboards, people are never going to look at them. So, I think you really look at them. So, I think you really look at them. So, I think you really need to have a way to scaffold that need to have a way to scaffold that need to have a way to scaffold that across across across um um um the business. So, how do we do this the business. So, how do we do this the business. So, how do we do this automated analysis? So, a big part of automated analysis? So, a big part of automated analysis? So, a big part of this is simplifying the data so that the this is simplifying the data so that the this is simplifying the data so that the AI agents can actually um analyze the AI agents can actually um analyze the AI agents can actually um analyze the data in a very consistent and clean way.

data in a very consistent and clean way. data in a very consistent and clean way. Here what we do is we transform the data Here what we do is we transform the data Here what we do is we transform the data by the by the by the dimension of time, also slice of the dimension of time, also slice of the dimension of time, also slice of the logical part of the business, which is logical part of the business, which is logical part of the business, which is manager, theater, and finally the manager, theater, and finally the manager, theater, and finally the metric. Here we have data uh that is metric. Here we have data uh that is metric. Here we have data uh that is wide. You could also go um from wide to wide. You could also go um from wide to wide. You could also go um from wide to long. Uh our trend information that I long. Uh our trend information that I long. Uh our trend information that I showed you, um showed you, um showed you, um uh that data is long, and then we do uh that data is long, and then we do uh that data is long, and then we do some pre-processing on that data um to some pre-processing on that data um to some pre-processing on that data um to then highlight trends. So, the the uh then highlight trends. So, the the uh then highlight trends. So, the the uh embedding of the logic of how you would embedding of the logic of how you would embedding of the logic of how you would filter this data to even analyze it, um filter this data to even analyze it, um filter this data to even analyze it, um as well as the logical um aggregations as well as the logical um aggregations as well as the logical um aggregations the business want to see is all the business want to see is all the business want to see is all engineered up front. This engineered up front. This engineered up front. This from my experience, this handles uh 80 from my experience, this handles uh 80 from my experience, this handles uh 80 or plus percent of the requests is just or plus percent of the requests is just or plus percent of the requests is just getting information about the getting information about the getting information about the performance of the teams and how they're performance of the teams and how they're performance of the teams and how they're doing. You can always go down to the raw doing. You can always go down to the raw doing. You can always go down to the raw data, but this last uh pillar, which data, but this last uh pillar, which data, but this last uh pillar, which I'll go over in a minute, um allows them I'll go over in a minute, um allows them I'll go over in a minute, um allows them to do that. To be able to orchestrate to do that. To be able to orchestrate to do that. To be able to orchestrate this uh effectively and be able to rely this uh effectively and be able to rely this uh effectively and be able to rely on it, we have a multi-agent workflow on it, we have a multi-agent workflow on it, we have a multi-agent workflow where we first get the data, and then we where we first get the data, and then we where we first get the data, and then we do a first pass draft on the data do a first pass draft on the data do a first pass draft on the data calling our MCPs, calling our MCPs, calling our MCPs, um and then this we have a second um and then this we have a second um and then this we have a second reviewer agent who checks the veracity reviewer agent who checks the veracity reviewer agent who checks the veracity of the data, and then we have a third um of the data, and then we have a third um of the data, and then we have a third um agent, which is a tone agent, who using agent, which is a tone agent, who using agent, which is a tone agent, who using a multi-shot prompt um is able to just a multi-shot prompt um is able to just a multi-shot prompt um is able to just craft the message and highlight the craft the message and highlight the craft the message and highlight the risks and opportunities risks and opportunities risks and opportunities um equally. And with every run, we have um equally. And with every run, we have um equally. And with every run, we have observability into each of the LLM observability into each of the LLM observability into each of the LLM calls, so we can see what is passed and calls, so we can see what is passed and calls, so we can see what is passed and what is the response that is going on what is the response that is going on what is the response that is going on there.

there. there. And so, this architecture we tested for And so, this architecture we tested for And so, this architecture we tested for about 2-3 months and, you know, looking about 2-3 months and, you know, looking about 2-3 months and, you know, looking every single run to see what is going every single run to see what is going every single run to see what is going wrong. And this is the the model that we wrong. And this is the the model that we wrong. And this is the the model that we had set up that is really working for had set up that is really working for had set up that is really working for us. And we really hope to expand this us. And we really hope to expand this us. And we really hope to expand this beyond just what I've shown you for beyond just what I've shown you for beyond just what I've shown you for multiple teams, but also down to the multiple teams, but also down to the multiple teams, but also down to the customer level like I was just talking customer level like I was just talking customer level like I was just talking to you about. to you about. to you about. The third part is the self-service The third part is the self-service The third part is the self-service model. And what I'm showing you here is model. And what I'm showing you here is model. And what I'm showing you here is our internal tool called Cloudflare OS, our internal tool called Cloudflare OS, our internal tool called Cloudflare OS, which is an agentic workspace that is which is an agentic workspace that is which is an agentic workspace that is running on Cloudflare where the running on Cloudflare where the running on Cloudflare where the go-to-market team can come in here. It go-to-market team can come in here. It go-to-market team can come in here. It spins up their own compute and their own spins up their own compute and their own spins up their own compute and their own persistent environment using Cloudflare persistent environment using Cloudflare persistent environment using Cloudflare workers as well as durable objects, workers as well as durable objects, workers as well as durable objects, which is basically a storage which is basically a storage which is basically a storage sort of like S3. sort of like S3. sort of like S3. And so, the sales people can come in And so, the sales people can come in And so, the sales people can come in here and get the data they need it when here and get the data they need it when here and get the data they need it when they need it. So, some use cases that these teams are So, some use cases that these teams are using it for is doing a forecast brief, using it for is doing a forecast brief, using it for is doing a forecast brief, building QBR decks, building QBR decks, building QBR decks, building a purchase deck on what the building a purchase deck on what the building a purchase deck on what the customer that they're onboarding has customer that they're onboarding has customer that they're onboarding has purchased, doing account planning, purchased, doing account planning, purchased, doing account planning, general queries of the data, general queries of the data, general queries of the data, as well as renewal preparation. How are as well as renewal preparation. How are as well as renewal preparation. How are they going to look at what the customer they going to look at what the customer they going to look at what the customer has used and has used and has used and either upsell them or figure out how either upsell them or figure out how either upsell them or figure out how they can get them adopting their product they can get them adopting their product they can get them adopting their product more.

So, just a little bit more into that So, just a little bit more into that Cloudflare S setup that I just showed Cloudflare S setup that I just showed Cloudflare S setup that I just showed you. The AI agent workspace is where you. The AI agent workspace is where you. The AI agent workspace is where that screen I was I was showing you. And that screen I was I was showing you. And that screen I was I was showing you. And through the the three-part through the the three-part through the the three-part piece of the skills in the lower left, piece of the skills in the lower left, piece of the skills in the lower left, which is our like expert which is our like expert which is our like expert level information, level information, level information, as well as the MCP connection and the AI as well as the MCP connection and the AI as well as the MCP connection and the AI gateway, they're able to have gateway, they're able to have gateway, they're able to have conversations in this agentic workspace conversations in this agentic workspace conversations in this agentic workspace to pull data they need and using to pull data they need and using to pull data they need and using expert-level skills, which is curated, expert-level skills, which is curated, expert-level skills, which is curated, um so that they're able to execute the um so that they're able to execute the um so that they're able to execute the jobs that they need to do when they need jobs that they need to do when they need jobs that they need to do when they need to do it. to do it. to do it. And so, a little more information about And so, a little more information about And so, a little more information about the skill repository, uh we have a the skill repository, uh we have a the skill repository, uh we have a central alias where skills are presented central alias where skills are presented central alias where skills are presented uh to uh the central team, curated by uh to uh the central team, curated by uh to uh the central team, curated by the uh go-to-market team, as well as by the uh go-to-market team, as well as by the uh go-to-market team, as well as by operations team, and they're reviewed, operations team, and they're reviewed, operations team, and they're reviewed, so we can make sure that we're not so we can make sure that we're not so we can make sure that we're not having a proliferation of skills, and we having a proliferation of skills, and we having a proliferation of skills, and we have an expert-level knowledge skill at have an expert-level knowledge skill at have an expert-level knowledge skill at every level, so that they can really get every level, so that they can really get every level, so that they can really get all the information they need for how to all the information they need for how to all the information they need for how to approach uh any customer situation.

And so, just a few more uh um images And so, just a few more uh um images here of uh them using it. Here, uh we here of uh them using it. Here, uh we here of uh them using it. Here, uh we have them building a prescriptive plan have them building a prescriptive plan have them building a prescriptive plan for their daily work. They're asking a for their daily work. They're asking a for their daily work. They're asking a question, it's their um you can see the question, it's their um you can see the question, it's their um you can see the agent is responding by looking into the agent is responding by looking into the agent is responding by looking into the MCP and starting to pull the data MCP and starting to pull the data MCP and starting to pull the data together. together. together. And related to the QBR deck, uh here's a And related to the QBR deck, uh here's a And related to the QBR deck, uh here's a slide of generating a custom slide deck slide of generating a custom slide deck slide of generating a custom slide deck for a customer call. for a customer call. for a customer call. And so, this has really, I think, And so, this has really, I think, And so, this has really, I think, unlocked the ability of the go-to-market unlocked the ability of the go-to-market unlocked the ability of the go-to-market teams to be able to really have all teams to be able to really have all teams to be able to really have all their information uh serviced to them. their information uh serviced to them. their information uh serviced to them. And so, bring it together with the three And so, bring it together with the three And so, bring it together with the three pillars that I talked about. pillars that I talked about. pillars that I talked about. Um Um Um if you really don't have all these, I if you really don't have all these, I if you really don't have all these, I think you have issues with serving the think you have issues with serving the think you have issues with serving the go-to-market needs uh in terms of uh go-to-market needs uh in terms of uh go-to-market needs uh in terms of uh using using using optimizing the use of Agentyc uh optimizing the use of Agentyc uh optimizing the use of Agentyc uh systems. systems. systems. With self-service, you allow them to be With self-service, you allow them to be With self-service, you allow them to be able to pull data when they need it for able to pull data when they need it for able to pull data when they need it for whatever situation they need it with the whatever situation they need it with the whatever situation they need it with the expert-level information. expert-level information. expert-level information. The the second is by pushing the uh the The the second is by pushing the uh the The the second is by pushing the uh the insights to the business, you're able to insights to the business, you're able to insights to the business, you're able to surface the generalized standardized surface the generalized standardized surface the generalized standardized information of how these teams are information of how these teams are information of how these teams are doing, and also um doing, and also um doing, and also um yeah, so so that there's no and also uh yeah, so so that there's no and also uh yeah, so so that there's no and also uh so they're aligning with source of truth so they're aligning with source of truth so they're aligning with source of truth on performance.

on performance. on performance. Um and then, the the third one is the Um and then, the the third one is the Um and then, the the third one is the scaling of the analytical team for them scaling of the analytical team for them scaling of the analytical team for them to be able to answer queries and build to be able to answer queries and build to be able to answer queries and build applications for the teams, which really applications for the teams, which really applications for the teams, which really unlocks a lot um because the opportunity unlocks a lot um because the opportunity unlocks a lot um because the opportunity cost of that team being overloaded and cost of that team being overloaded and cost of that team being overloaded and being able to help is that the meet the being able to help is that the meet the being able to help is that the meet the needs of the go-to-market team um is not needs of the go-to-market team um is not needs of the go-to-market team um is not met. met. met. So, some findings um and the future. So, some findings um and the future. So, some findings um and the future. So, So, So, uh the first thing is skill curation is uh the first thing is skill curation is uh the first thing is skill curation is the basis for all of this agentic the basis for all of this agentic the basis for all of this agentic workforce. If you're able to embed the workforce. If you're able to embed the workforce. If you're able to embed the knowledge of the business into the skill knowledge of the business into the skill knowledge of the business into the skill files as well as the skills uh uh for files as well as the skills uh uh for files as well as the skills uh uh for the an analyst to be able to build uh the an analyst to be able to build uh the an analyst to be able to build uh answer questions or build applications answer questions or build applications answer questions or build applications as well as the skills that I showed you as well as the skills that I showed you as well as the skills that I showed you in the Cloudflare OS, in the Cloudflare OS, in the Cloudflare OS, you're really able to uh give them the you're really able to uh give them the you're really able to uh give them the ability to use the agentic systems in a ability to use the agentic systems in a ability to use the agentic systems in a more predictable and deterministic way more predictable and deterministic way more predictable and deterministic way so that they can execute um evenly so that they can execute um evenly so that they can execute um evenly across the board. across the board. across the board. The second thing is through this whole The second thing is through this whole The second thing is through this whole process, the feedback loop is very process, the feedback loop is very process, the feedback loop is very important. Just like uh a company would important. Just like uh a company would important. Just like uh a company would try to sell a product externally and get try to sell a product externally and get try to sell a product externally and get feedback, with these internal teams, uh feedback, with these internal teams, uh feedback, with these internal teams, uh the feedback loop is very important to the feedback loop is very important to the feedback loop is very important to be able to see is is what you're be able to see is is what you're be able to see is is what you're building is it actually useful? What are building is it actually useful? What are building is it actually useful? What are some issues that they're having? And how some issues that they're having? And how some issues that they're having? And how can you make this uh work more can you make this uh work more can you make this uh work more efficiently? And the third thing is the efficiently? And the third thing is the efficiently? And the third thing is the layering of those uh three pillars that layering of those uh three pillars that layering of those uh three pillars that I talked about. Being able to answer I talked about. Being able to answer I talked about. Being able to answer questions where the team comes to you, questions where the team comes to you, questions where the team comes to you, some of the go-to-market team, that's some of the go-to-market team, that's some of the go-to-market team, that's how they like to interface with the how they like to interface with the how they like to interface with the operations team is to be able to ask operations team is to be able to ask operations team is to be able to ask questions. Um and then the pushing of questions. Um and then the pushing of questions. Um and then the pushing of information and then

information and then information and then self-serviceability. Through that, self-serviceability. Through that, self-serviceability. Through that, you're able to uh interweave all the you're able to uh interweave all the you're able to uh interweave all the needs of the team to be able to be met needs of the team to be able to be met needs of the team to be able to be met by this uh agentic run uh team. So, by this uh agentic run uh team. So, by this uh agentic run uh team. So, through all these uh through all these uh through all these uh different pillars that I talked about, different pillars that I talked about, different pillars that I talked about, we've really been able to 2x our we've really been able to 2x our we've really been able to 2x our efficiency and be able to serve the efficiency and be able to serve the efficiency and be able to serve the teams as well as allowing them to be teams as well as allowing them to be teams as well as allowing them to be able to get the information that they able to get the information that they able to get the information that they need to do their job. need to do their job. need to do their job. And some some things um that I see going And some some things um that I see going And some some things um that I see going into the future. Number one is a deeper into the future. Number one is a deeper into the future. Number one is a deeper integration with uh integration with uh integration with uh our systems that we work in. So, for our systems that we work in. So, for our systems that we work in. So, for example, those QBR decks and um example, those QBR decks and um example, those QBR decks and um renewal call skills, renewal call skills, renewal call skills, uh how can we set up meetings for the uh how can we set up meetings for the uh how can we set up meetings for the go-to-market team and embed those go-to-market team and embed those go-to-market team and embed those artifacts in those meetings so they artifacts in those meetings so they artifacts in those meetings so they don't have to actually pull them. We can don't have to actually pull them. We can don't have to actually pull them. We can allow them to that self-service portal allow them to that self-service portal allow them to that self-service portal to be more ad hoc in what they need. to be more ad hoc in what they need. to be more ad hoc in what they need. But, that requires some information or But, that requires some information or But, that requires some information or some security setup and how can we do some security setup and how can we do some security setup and how can we do that? And then also, another example is that? And then also, another example is that? And then also, another example is getting meeting notes from those calls, getting meeting notes from those calls, getting meeting notes from those calls, which you have to set up that across the which you have to set up that across the which you have to set up that across the board. So, there's some system side board. So, there's some system side board. So, there's some system side thing that we have to work on there. The thing that we have to work on there. The thing that we have to work on there. The second thing is harder problems second thing is harder problems second thing is harder problems around quoting and approvals and around quoting and approvals and around quoting and approvals and updating the CRM itself. Uh we use updating the CRM itself. Uh we use updating the CRM itself. Uh we use Salesforce and we're just in the midst Salesforce and we're just in the midst Salesforce and we're just in the midst of of of building the connections and the ability building the connections and the ability building the connections and the ability for us to update Salesforce with these for us to update Salesforce with these for us to update Salesforce with these Agenty systems. And I see that being um Agenty systems. And I see that being um Agenty systems. And I see that being um set up in a way that I set up with that set up in a way that I set up with that set up in a way that I set up with that automated analysis where you have automated analysis where you have automated analysis where you have workflows uh to just make sure that

workflows uh to just make sure that workflows uh to just make sure that everything is getting um done right. And everything is getting um done right. And everything is getting um done right. And the second thing is we're sort of the second thing is we're sort of the second thing is we're sort of reached the Cambrian stage of using reached the Cambrian stage of using reached the Cambrian stage of using Agenty systems, which means there's an Agenty systems, which means there's an Agenty systems, which means there's an explosion of excitement and skills and explosion of excitement and skills and explosion of excitement and skills and finding out ways to solve anything with finding out ways to solve anything with finding out ways to solve anything with AI. But, I see as we get to this AI. But, I see as we get to this AI. But, I see as we get to this uh fuller integration and uh fuller integration and uh fuller integration and standardization, we're going to standardization, we're going to standardization, we're going to uh want to come back and and and not uh want to come back and and and not uh want to come back and and and not really limit, but just figure out a really limit, but just figure out a really limit, but just figure out a really strategic approach for allowing really strategic approach for allowing really strategic approach for allowing each team to use the Agenty system so each team to use the Agenty system so each team to use the Agenty system so that the source of truth in all the that the source of truth in all the that the source of truth in all the systems are aligning. systems are aligning. systems are aligning. All right. Well, thank you for joining All right. Well, thank you for joining All right. Well, thank you for joining this talk and I appreciate you, this talk and I appreciate you, this talk and I appreciate you, um you know, coming here. Hope you have um you know, coming here. Hope you have um you know, coming here. Hope you have a great conference. a great conference. a great conference. >> [applause]