Brian Peterson on customer engagement
From Master Customer Engagement ft. Dialpad Co-Founder & CTO Brian Peterson · · Grace Gong
“We win a lot of deals just because we pay attention to the customer. We listen to them. We check in on them. We respond to them. And we are very transparent with them.”
On , Brian Peterson, Cofounder at Dialpad, spoke about customer engagement during Master Customer Engagement ft. Dialpad Co-Founder & CTO Brian Peterson on Grace Gong.
About Brian Peterson
In an April 2026 interview at HumanX 2026, Dialpad co-founder and CTO Brian Peterson discussed the company's approach to integrating artificial intelligence across its operations. Peterson stated that Dialpad mandated the use of AI across all departments, including a requirement that engineers "not write a single line of code without AI." He noted that the company hired dedicated AI transformation personnel for each department and that leadership was expected to lead by example. Peterson described the mandate as a move to make work "more fun, more enjoyable, more creative" and said that employees who had not yet adopted AI tools were now "having so much fun." Peterson also addressed the competitive dynamics of AI adoption, arguing that companies should increase investment in research and development rather than slow down. He said, "Why would you slow down if everyone else is speeding up?" and suggested that firms should examine their R&D-to-revenue ratio and invest aggressively to achieve tenfold productivity gains. Peterson framed AI as a tool for removing repetitive tasks, allowing workers to focus on more creative work, and described the current era as "the golden era of building things."