cast.app @castdotapp
Automating #CustomerSuccess using personalized content and videos generated directly from data. A @techstars company. #automation cast.app San Francisco, CA Joined March 2019-
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How a Function Call Became MCP — The Five Specs Explained buff.ly/Lfh8oOh If AI is going to reshape how work gets done, it won’t be because of massive models alone but because of the tiny, elegant interfaces that let everything else plug in. @castdotapp
Broadcast Digital Customer Success Reaches Everyone, Lands on No One buff.ly/zyR2xW2 Digital CS needs more responsiveness, not more personalization. The future isn’t one‑to‑many broadcasts... it’s one‑to‑one experiences delivered at one‑to‑many scale. @castdotapp
5-Layer AI Cake (Jensen Huang): The 2026 economic shift from Infrastructure to Applications buff.ly/8qcQw6V Most people are still looking at AI as a software cycle. They compare it to the dot-com boom or the mobile app revolution. They're wrong. @castdotapp
Agentic AI for CX: Real Agents vs Slideware | buff.ly/qts4vyp Time to consider: “What does this agent actually observe, decide, act on, and learn — and who controls those boundaries?” @castdotapp
Scaled Customer Success: Stop Building "Pools," Start Building Capacity. buff.ly/z0ZSF1q Scaled Customer Success isn’t about “pools” or “pods.” It’s about capacity, and most companies are scaling the wrong thing. @castdotapp
The shift to broadcast-style digital customer success is a wake-up call: customers no longer tolerate generic “touches,” slow human bottlenecks, or success motions built around what we want to say instead of what they need to do next. buff.ly/1KuFSLq @castdotapp
Why Customer-Centric Companies Need a Scale Mindset, Not Headcount buff.ly/0FIto5C The cos pulling away from the pack aren’t adding more bodies; they’re adding systems, automation, intelligence, self‑serve experiences that make every person 10× more effective. @castdotapp
How open agent protocols erase integration debt and future-proof your stack. buff.ly/rfsr1aO The AI bottleneck is integration debt, i.e., thousands of brittle point‑to‑point connections that make every AI initiative feel like a renovation project. @castdotapp
Introducing the 6-Point Agentic Autonomy Scale: From AI Tool to Full Agency buff.ly/tfMQqJA Every AI vendor claims to be “agentic.” W/o a shared definition, it's meaningless; leaders r left guessing who’s building autonomous systems vs. rebranding a chatbot. @castdotapp
Broadcast Digital Customer Success Reaches Everyone, Lands on No One buff.ly/sp9QRhX Why the one-to-many model of digital customer success — templated emails, static how-to videos, and generic nurture streams — fails the moment it ships. @castdotapp
Build vs. Buy AI Agents buff.ly/thAmq15 The @CastDotApp scorecard nails a truth leaders keep dodging: AI agents aren’t a “build vs. buy” debate — they’re a “core vs. context” decision.
Customers Want Instant Answers - Not Ping-Ponged Across Departments buff.ly/V24s8Gn Biz built CX engines that r great at routing, triaging, escalating, handing off, but terrible at delivering what custs want: instant, accurate answers w/o being bounced around. @castdotapp
Grow NRR on Autopilot. Most cos say they want “proactive CX” & “scalable CS.” But if you look under the hood, almost every motion is still reactive, manual, & dependent on humans stitching together dashboards, decks, & data. @CastDotApp flips that model. buff.ly/MWG3K08
Scaled Customer Success: Stop Building "Pools," Start Building Capacity. buff.ly/Sh8Ls24 The cos winning now aren’t adding more CSMs to chase more accts; they’re building systems to deliver value at scale, letting CSMs focus on moments that move the needle. @castdotapp
Customer success has a ceiling. AI copilots won't break it. buff.ly/PRGLql9 $2M per CSM and up to 10% of ARR were hard to justify before AI arrived. The fix isn't faster CSMs... it's coverage that scales with compute, not headcount. @castdotapp
Broadcast Digital Customer Success Reaches Everyone, Lands on No One buff.ly/nZ8XIPU Most “digital CS” programs aren’t digital — they’re just email blasts with nicer fonts. @castdotapp
How to End CX Enshitification @castdotapp buff.ly/izMByAU Enshitification, the slow rot of digital products: more friction/extraction, less value. It's a repeatable pattern: platforms delight users then tilt toward biz customers then squeeze both for short-term profit.
AMA 2.0: The 68% Problem in B2B Customer Conversations buff.ly/PKjm1of Know what the “68% problem” is? In 2Mil+ minutes of customer convos, CSMs had to say “let me get back to you” 68% of the time cuz they lacked context at the moment it mattered. @castdotapp
Second Opinions Matter with LLMs buff.ly/Wi6nbA6 The rise of LLM Councils is a signal that enterprise AI is finally maturing, not cuz we suddenly need “more models” but cuz we’ve realizedthat the first answer is often the most convenient, not the most correct. @castdotapp
Broadcast Digital Customer Success Reaches Everyone, Lands on No One buff.ly/xgLugk3 The question every CS leader should be asking: Are we broadcasting value? or we just broadcasting content? One builds customers. The other builds churn. @castdotapp
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