In this episode of TECHtonic, host Thomas Lah, Executive Director of TSIA, speaks to Doug Duker, Global Leader of Customer Success at You.com, to unpack what truly sets AI-native startups apart from traditional SaaS companies. Doug shares how You.com evolved from a consumer search product into an enterprise-focused AI platform—emphasizing data security, multi-model agility, hallucination control, and personalized AI training for knowledge workers.

Together, they dive into the massive transformation facing today’s businesses: how to close the “last mile” of AI adoption, re-skill workforces, measure ROI, and redefine the role of customer success in an AI-first world. It’s a candid look at how AI-native startups are reshaping what enterprise success means in the digital era.