AI adoption feels chaotic right now. Saumyo Mukherjee calls it "good chaos."
He's VP of Business Systems at Braze. 24-person team. Supports 2,000 employees. Sits between every GTM function using AI.
This episode covers vibe coding sprawl. Duplicate automations. And a handoff automation that replaced 1.5 days of manual work.
Plus his take on in-app intelligence, token budget and why tool-switching kills CSM productivity.
Real tactics from inside a fast-scaling SaaS company.
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What you'll learn
- Why "good chaos" beats no chaos
- How Braze runs quarterly AI hackathons
- The sales-to-services handoff fix that saved days
- Why token costs are the new budget battle
- Why in-app intelligence beats tool-switching
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Timestamps
0:00 - Preview & Introduction
1:30 - Meet Saumyo Mukherjee, VP of Business Systems at Braze
3:52 - Vibe coding sprawl problem
7:53 - The AI idea box & Sales-to-services handoff fix
11:52 - Balancing freedom and guardrails (Quarterly AI hackathons)
14:32 - Anthropic, token costs, and budget strategy
18:30 - Why in-app intelligence wins
19:45 - Braze's return to Gainsight
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Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com
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Where to Find the Guest
Saumyo Mukherjee: https://www.linkedin.com/in/saumyo/
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Where to Find Josh:
LinkedIn: https://www.linkedin.com/in/jschachter/
Unchurned Substack: https://unchurned.substack.com/
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