Chad Horenfeldt

How CS Teams Can Use AI to Run Better Customer Meetings

Oracle

Chad Horenfeldt is a trusted customer success leader with 20+ years in SaaS.

Using AI prompting to leverage proven frameworks to understand your customers and attain their trust.

How to use AI to prepare for customer meetings strategically

Use AI to lead meetings with clear priorities. Leverage strategic questions to uncover essential details & drive action.

How to use AI to lead higher-quality customer conversations

Create a structured, AI-driven assessment to improve your meeting performance and uplevel your CS game.

How to use AI to evaluate meeting quality

Gain hands-on mastery of AI research tools and frameworks to deliver trusted insights faster while maintaining the rigor that matters.

AI Research Expert | Johns Hopkins PhD

Google

Capital One

Bloomberg

Pinterest

John Whalen, PhD

AI for UX Expert | Fortune 500 clientele | CEO, author & speaker

November 2025

March 2026

<pre><code class="language-markdown">If you're anxious that AI might make your skills obsolete, you're not alone. Customer research is changing fast—and whether you're a seasoned researcher or a designer or PM now expected to gather insights, you need to create results you can trust in an AI-powered world.

Here's the challenge: AI tools promise speed and scale, but can you trust the output? How do you maintain quality while leveraging AI's power?

The gap is widening. Some teams spend weeks gathering insights manually while AI-confident practitioners deliver trustworthy results in days at 10x scale. The difference isn't just speed—it's who gets invited to strategic conversations, who leads high-impact projects, and who shapes decisions with confidence.

This course gives you frameworks to evaluate quality and trust. You'll access enterprise-grade tools, learn from founders building these platforms, and develop critical judgment to distinguish reliable insights from AI noise.

You'll try tools yourself and form your own conclusions. No hype. Just practical expertise from someone who's tested hundreds of tools and knows what delivers trustworthy insights.</code></pre>

Create Customer Insights with AI You Can Actually Trust

Conduct AI-moderated customer interviews confidently

Extract insights from 50+ interviews using AI-powered analysis tools

Develop frameworks to assess new AI tools and know when they actually work

Use synthetic users for rapid testing and validation of ideas before launch

Guide your team or organization in adopting AI research tools and best practices

Connect with practitioners navigating AI research together and sharing insights

You've worked with customer insights in some capacity—whether you've conducted research yourself, collaborated with researchers on your team

Experience with customer research or user feedback

This is a practical course with weekly exercises using AI platforms. You'll need time to experiment and apply what you learn.

Willingness to try new tools hands-on

We use tools and prompting techniques that don't require any coding knowledge. If you can write clear instructions, you're ready.

No technical background required

Researchers seeking to deliver insights faster at scale using AI—while maintaining the quality and rigor that makes their work trustworthy.

PMs and research leaders balancing the need for rapid customer insights with concerns about maintaining quality, rigor, and team standards.

Designers seeking practical AI tools to understand users, test concepts, and make evidence-based design decisions with confidence and speed.

The Problem: Your AI applications create content that is generic, uninsightful and surface-level; you are trying to solve complex, context-specific problems but outputs don't embody your company's intelligence or expertise. The Solution: We teach you evergreen frameworks for building generative systems that learn from your organization's unique data and implicit workflows, turning your expertise into a scalable asset. We focus on the unglamorous but essential work required to harness data with generative AI. You will learn data plumbing, collaborative prompt design, and iterative evaluation to differentiate and de-risk your AI roll-outs.&nbsp; Thing is, your company’s competitive advantage isn't in the raw information, it's in your process. It's the time-proven methodologies your experts use to arrive at insights and deliver unique value. Success with AI comes from converting this 'human excellence' into a scalable, automated system. You will learn how to extract your team's 'unwritten rules' and best practices, ensuring they are faithfully translated into reliable AI outputs. You'll master how to involve experts at every stage of the development process — from initial design and data classification to iterative refinement and ongoing evaluation. You won't just learn this in theory. You will put these frameworks into practice by building a hands-on, contextualized prototype throughout the course. We encourage you to bring in your own datasets and organizational challenges, allowing you to build a tailored solution that directly addresses your unique needs. We have been tranferring best practice onto genAI for half a decade with diverse, knowledge-driven organizations like Visit California, the BBB Wise Giving Alliance and Institute for the Future. For the price of a single course, you get both the proprietary frameworks we use with these organizations as well as our direct support, acting as your on-demand consultants and technical guides to help you apply them within your own knowledge ecosystem. This course if perfect for you if you:- Expect to fill the role of the "AI Point Person" - leader, manager, or consultant responsible for strategic AI implementation.- Are responsible for knowledge architecture or leading cross-functional teams (e.g., experts + developers) to bridge the "data-to-decision" gap.- Want to move beyond generic tools and build context-aware, agentic systems using a principled, no-code/low-code methodology. This course is NOT for you if you:- Are looking for a "learn-to-code" bootcamp; I'll be happy to explore more code-heavy applications in our one-on-one, but the content focuses on high-level frameworks and no-code/low-code tool implementation.- Are looking for laid back content consumption. That you get on YouTube for free. Here we expect you to bring your own organizational challenges and be ready to solve real problems in your work using the material.

Transform Your Organization's Expertise Into AI-Powered Competitive Advantage

Course syllabus

Synchronous zoom lecture on Friday, focusing on the conceptual backbone of AI agent functionality and applications. Recordings of class will be available soon after its completion.

Fridays

An async walkthrough will guide you in building functional prototypes of AI Agents. You will get to shape the project deliverable. Instructor will be available for unlimited one-on-one guidance and collaborative building.

Weekly projects (async)

Optional office hours right after each class where you can ask questions and receive personal guidance on developing your AI applications.

You are buying more than a course - you are also hiring professional consultants for unlimited individualized help with your hands-on projects, strategizing your application, and ultimately preparing you to deploy a real AI project with real market value.

1:1 Coaching

Course schedule

Executive Leaders who need a framework to convert their company's domain expertise and workflows into a scalable, competitive AI asset

Project/Product Managers who need a framework to bridge domain knowledge with technical teams to scale expertise with AI

Consultants who want to guide clients in building differentiated, insight-driven and context-aware AI solutions

Who is this course for

What you’ll get out of this course

Master the end-to-end methodology from initial requirements to production launch, including risk assessment, phased implementation, and organizational adoption strategies that minimize disruption while maximizing competitive advantage

Strategic AI Integration Frameworks

Transform unstructured institutional knowledge like meeting transcripts, reports, and backlogs into agentic systems that prevent your expertise from walking out the door with the next turnover

Culture Capture From Unstructured Data

Design and implement human-in-the-loop evaluation systems and testing methodologies that ensure trust, relevance, and reliability

Quality Assurance and Evaluation Frameworks

Navigate technical tradeoffs across compliance, latency, and cost vectors while managing non-technical stakeholders through AI development cycles and scope definition

Strategic Decision-Making and Project Management

Update your awareness with strategic foresight and thorough ecosystem analysis of AI affordances in specific industries, domains and modalities, enabling informed investment decisions and long-term positioning

AI Ecosystem Intelligence and Future Planning

Automate and amplify institutional knowledge through AI agents that embody your cultural DNA

Lev Gorelov, MS

Jeremy Kirshbaum

Cohort 16

Cohort 17

Transform from reactive manager to confident coach using AI to personalize, scale, and measure real performance growth.

Accredited Executive Leadership Coach

Indeed

EZRA Coaching

CoachHub

Linda Scotti

Executive Coach Driving Measurable Leadership Effectiveness and Behaviour

Certified-Facilitator and Leader

The Enablement Squad

Yext Inc

Dale Carnegie

Nathan Davison

Enablement expert helping leaders coach smarter and drive real behavior change.

Cohort 1

💡Why this courseSales leaders today face a paradox: more data, tools, and dashboards than ever, yet less time for real coaching. This course was designed to fix that gap. Over eight weeks, you’ll learn how to pair the human insight of great coaching with the precision and speed of AI. ⚙️What makes it differentUnlike theory-heavy programs, this is a practice-first experience. Each week delivers one core concept, one hands-on skill, and one tangible artifact you can use immediately, from AI-driven 1:1 prep checklists to personalized rep playbooks. You’ll spend less time preparing and more time coaching where it counts. 🥡 What you’ll take awayBy graduation, you’ll have a complete AI-powered coaching system built for your workflow, ready to plug into your weekly 1:1s, pipeline reviews, and team meetings. You’ll be able to personalize at scale, diagnose performance gaps faster, and turn every conversation into measurable growth.

Build an AI-Powered Coaching OS: Personalize at Scale, Lead with Impact

Quickly build 1:1 prep workflows that make every coaching session clearer.

Use a simple diagnosis tool to pinpoint what's blocking rep performance.

Create a set of high-impact coaching questions tailored to each rep’s needs.

Build 1-page Rep Coaching Plans that personalize development at scale.

Adopt weekly coaching rituals that make leadership clearer and more consistent.

Launch a complete Coaching Operating System you can use immediately at work.

You’ll get the most value by applying each tool in real 1:1s. Weekly practice makes the skills stick and drives faster performance gains.

Must be a people leader or have reps you can coach weekly

We teach the concepts, but growth happens when you try them. Leaders who test, learn, and adjust see the biggest impact from this course.


Bring an open mindset and be ready to put ideas into action

You don’t need to be an AI expert. If you can type clear questions into a chatbot, you’ll be ready to apply every workflow in this course.

Comfort using basic AI tools like ChatGPT or willing to learn quickly

👥 Sales and Enablement Leaders who want to elevate coaching from intuition to insight using AI, without losing the human touch.

💬 Frontline Managers and Team Leads ready to run more effective 1:1s, pipeline reviews, and rep development conversations in less time.

🚀 RevOps &amp; GTM Pros looking to scale coaching through simple, repeatable AI workflows.

Never again get stuck with feedback piling up. Use AI Analysis that works - reliable, repeatable processes for customer insights in hours.

Ex-Head of Research, Spotify Business

YouTube

Canva

Spotify

Ramp

Caitlin Sullivan

Ex-Head of User Research at Spotify Business, Advisor to AI platforms, Top 100

Does this sound familiar?You're drowning in customer feedback—support tickets, NPS comments, interview notes from five different studies—and your next big product decision is in days.You need to turn all of that into a clear recommendation. Yesterday.You've used AI constantly. But it gives you:<ul><li>Generic themes like "users want better UX" (thanks, very helpful)</li><li>Insights you can't trace back to actual quotes</li><li>That nagging feeling you missed something important</li></ul>You end up re-reading everything manually anyway.AI "saved" you zero time.🙋‍♀️ I've been there. Why trust me?1. Ex-Head of User Research at Spotify Business embedded in Product—sitting alongside PMs shipping B2B products. I know how fast feedback piles up.2. Product teams like Maze hire me to fix prompts behind their AI tools—I help them build the functionality that gets customers better results.3. Trained 450+ people at Canva, YouTube, Figma, Meta, and more to use AI for analysis they can actually defend in high-stakes decisions.4. 1000+ hours testing AI for customer insights. I've cracked what actually works for product decisions. I'm teaching my stress-tested tactics in a NEW version of my highly rated course (4.8/5), just for PMs.<hr>

Build AI analysis systems you can actually bet your roadmap on.

✅ 3-10x faster analysis - What took days now takes hours

✅ Turn messy feedback into decisions, not obvious "insights" you already knew

✅ Synthesize multiple sources into clear stories

✅  Build repeatable AI analysis systems that save you full workdays

✅  Avoid the dreaded "Oh no, AI made that up!" moment with senior leadership

You've used ChatGPT, Claude, or other LLMs. Ideally, your company has an approved LLM so you can apply lessons with your data immediately.

AI Adoption

You're a PM or similar, responsible for making product decisions based on customer feedback.

Your Role

You have access to customer feedback you want to analyze —or are willing practice with my data.

Testing with Data

You're a PM expected to make evidence-based roadmap decisions on solid discovery -- but you often lack time to be as thorough as you'd like.

You've spent hours digging through feedback to find signal - or cleaning up after AI's bad job at analysis tasks. You need speed + rigor.

You're a CPO / Product leader who wants your team to use reliable AI tactics for decisions based on evidence. Your ROI: Level everyone up.