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What does it actually take to move from human-first customer success to digital-first at scale?

In this episode of Unchurned, host Jenny Calvert sits down with Jo Massie, COO at Slido, to unpack how her team is transforming customer experience using AI, community-led support, and product-led growth.

Jo shares how Slido’s lean team manages marketing, customer success, and most of sales under one customer organization—and how aligning these functions unlocks faster execution, stronger feedback loops, and better customer outcomes.

They dive into how Slido is using AI chatbots to deflect 70% of support tickets, how their community became the center of their digital hub, and how experimentation and MVP thinking are key to surviving rapid AI innovation.

Jo also explains how Slido evolved after being acquired by Cisco, adapting from startup speed to enterprise scale while maintaining agility and experimentation.

If you're building digital-first customer success, PLG motions, or AI-enabled support, this episode is packed with practical insights.

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Timestamps

0:00 - Preview & Introduction

0:41 - Meet Jo Massie & Jo's Role at Slido

2:21 - Breaking down silos with a digital team

4:00 - How AI chatbots reduced support escalations

5:48 - Using AI to scale the customer voice program

7:20 - Community-first support strategy

9:50 - Hiring for diversity of thinking vs specialization

11:30 - Slido’s acquisition by Cisco and the enterprise shift

13:05 - The pace of AI innovation and what excites Jo most

14:36 - Digital teams running weekly sprints for speed

16:43 - Advice for companies starting digital-first strategies

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What You’ll Learn

* How Slido transitioned from human-first to digital-first customer success

* Why the community is becoming the new support channel

* How AI chatbots reduced support escalations to just 30% of tickets

* The role of AI in customer voice programs

* Lessons from scaling inside Cisco after Slido’s acquisition

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Where to Find Jo Massie

LinkedIn: https://www.linkedin.com/in/jomassie/

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Where to Find Jenny:

LinkedIn: https://www.linkedin.com/in/jennycalvert/

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Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/