Most B2B software companies are sitting on one of the most powerful and underutilized data assets in their business: product telemetry. Every click, API call, and feature interaction is a signal. The question is whether your go-to-market organization knows how to read it.

In this episode, Ray Rike is joined by Dan Harmeson, co-founder and co-CEO of QuadSci, to explore how machine learning applied to telemetry data is changing how software companies predict churn, protect the base, and accelerate expansion revenue.

Key topics covered in this episode:

• Why telemetry data is the largest untapped GTM asset in B2B software. Dan defines telemetry data, from front-end product analytics events to back-end observability metrics, and explains why these trillions of usage signals are the single biggest data set B2B software companies generate but rarely use to make go-to-market smarter. QuadSci deploys AI locally inside the customer environment so sensitive data never moves to a third party.
• How QuadSci builds trust before the sale. Rather than asking customers to take predictions on faith, QuadSci runs a retrospective exercise: predicting churn and growth events that already happened, including data the model never trained on. Customers consistently see 90%+ accuracy, which becomes the foundation for acting on forward-looking risk signals.
• Gross revenue retention is under pressure and the data is clear. Per Benchmarkit's not-yet-published 2026 benchmarking data, GRR has declined four percentage points to 84% as an industry benchmark. For companies above $100M in ARR, roughly 95% of revenue comes from renewals and expansion, which means a two-point GRR drop cannot be offset by new logo acquisition within a 12-month window.
• Expansion revenue is a precision play, not just a CS motion. Dan walks through how QuadSci identifies Goldilocks-zone consumption patterns, surfaces cross-sell opportunities aligned to actual usage behavior, and helps account teams build nine-to-twelve month consumption forecasts that customers can actually plan around. The result is expansion conversations grounded in data, not intuition.
• Token consumption is the next frontier. As agentic AI deployments scale, CIOs and CFOs are facing unpredictable inference costs. Dan explains why the same telemetry-based approach that protects software GRR today is directly applicable to governing AI token spend inside Fortune 5,000 enterprises, a market QuadSci is beginning to address.
• Rapid fire: ROI measurement, ownership, and career advice. Dan ties AI ROI to trust and verifiability rather than vanity metrics, identifies StratOps as the emerging owner of go-to-market performance measurement, and offers practical guidance for early-career professionals on why deep business process expertise paired with AI fluency is the highest-value combination in the market right now.

If your company is facing pressure on retention, trying to build a more systematic expansion motion, or wrestling with unpredictable AI infrastructure costs, this episode delivers both the framework and the evidence behind it. Subscribe to AI to ROI on your favorite podcast app, leave a five-star rating, and connect with Ray at Ray Rike on LinkedIn to suggest a future guest.

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What does it actually look like when a CFO drives the strategic, pricing, and financial decisions behind an AI-first product transformation? Kunal Agarwal, CFO at Gorgias, the leading e-commerce customer experience platform for Shopify merchants, joins our host, Ray Rike to share the unfiltered story of how Gorgias built, priced, and operationalized its AI agent product from the ground up. This episode goes well beyond theory, covering the real decisions, real numbers, and real lessons learned from a company that has roughly half its customer base already using its AI agent product.

Episode Highlights:

• The build decision: re-architect, don't bolt on. In early 2024, Gorgias made the deliberate choice to re-architect its platform around an agentic future rather than layering AI on top of an existing help desk product. The first AI agent focused exclusively on email support, shipped in July/August 2024, and expanded from there into chat and shopping assistance. Kunal explains why starting with a single, high-confidence use case was critical to earning early adoption and trust from merchants.

• The North Star metric: full resolution rate, not deflection. Gorgias intentionally moved away from deflection rate as its primary success metric, which can mask frustrated customers who simply abandon a conversation, and anchored instead on end-to-end AI resolution rate. That metric started with a target of 20 to 25% and has scaled to 60 to 80% for their largest enterprise customers.

• Why outcome-based pricing was the only intellectually honest answer. Seat-based pricing misaligns incentives, and per-ticket pricing creates the wrong incentive to grow ticket volume rather than resolve issues. Gorgias charges per resolution, meaning it only gets paid when the AI agent delivers a measurable outcome. Kunal explains how that pricing model forces the company to stand behind product quality and why keeping it simple, at the cost of short-term revenue maximization, was the right call to accelerate adoption.

• Gross margin reality: AI-native economics are structurally different from SaaS. Kunal is candid that AI agent gross margins are lower than traditional SaaS and that denying that fact is living in an alternate reality. With LLM inference costs running approximately 55 to 60% of fully loaded cost per interaction, and infrastructure as the fastest-growing expense line, Gorgias built real-time cost instrumentation by feature, a rolling 28-day average LLM cost per interaction, and a CFO-led governance model with weekly to bi-weekly engineering check-ins to stay ahead of cost drift.

• The shopping agent and the attribution problem. Gorgias expanded its AI platform from post-sale support into pre-sale shopping assistance, helping Shopify merchants drive incremental AOV and repeat purchases. The challenge is attribution: when a customer engages with a product recommendation but converts two to three days later, did the AI agent drive that sale? Kunal describes the approach of co-creating attribution logic with customers, which is the only way to make the ROI story believable and defensible.

• The CFO as owner of AI ROI, internally and externally. On measuring the return on internal AI investments, Kunal's view is clear: the Office of the CFO owns AI ROI measurement across every function, including product, marketing, and sales. Product and engineering teams are important stakeholders but have inherent incentives to measure outcomes favorably. Independent, finance-led measurement is what gives the numbers credibility with the board.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.