The Truth Behind Automation Claims in Customer Support | Cresta CEO Ping Wu

Emil Michael went from scaling Uber across 600 cities to rewiring the world's largest military.In the midst of the Pentagon-Silicon Valley debate, the now U.S. Under Secretary of Defense for Research and Engineering opens up about what a real partnership demands from both sides.He also shares how he's built three new entry points for defense tech companies, and why America's military is called the "Department of War" again.Guest: Emil Michael, U.S. Under Secretary of Defense for Research and EngineeringConnect with Emil MichaelXLinkedInConnect with JoubinXLinkedInEmail: [email protected] on LinkedIn:https://www.linkedin.com/company/kpgritFollow on X:https://x.com/KPGrit​Learn more about Kleiner Perkins

Few founders have seen Silicon Valley from every seat at the table.After co-creating Google Maps at Google, serving as CTO at Facebook, and later as co-CEO of Salesforce, Bret Taylor is now building AI agents at Sierra to redefine customer experience.On Grit, he explains why “competitive intensity” is a core value at their fast-growing company and why he believes AI won’t lead to a world where people stop working.Guest: Bret Taylor, co-founder of SierraConnect with Bret XLinkedInConnect with JoubinXLinkedInEmail: [email protected] GritLinkedInX​Learn more about Kleiner Perkins:https://www.kleinerperkins.com/

What began as a 14 year old fixing infected computers became Malwarebytes, an 800 person cybersecurity company trusted by millions of customers.On Grit, Marcin Kleczynski joins Joubin Mirzadegan to explore AI driven cyber threats, strategic reinvention, and the discipline of evolving before the market forces you to.“We’ve exceeded. Now, what do we do to protect individuals against the next wave of threats, which are plentiful?”Guest: Marcin Kleczynski, CEO at MalwarebytesConnect with Marcin KleczynskiX: https://x.com/mkleczynskiLinkedIn: https://www.linkedin.com/in/marcinkleczynski/Connect with JoubinX: https://x.com/JoubinmirLinkedIn: https://www.linkedin.com/in/joubin-mirzadegan-66186854/Email: [email protected] on LinkedIn:https://www.linkedin.com/company/kpgritFollow on X:https://x.com/KPGrit​Learn more about Kleiner Perkins: https://www.kleinerperkins.com/

Can you scale customer support without burning out agents or frustrating customers?Ping Wu shares how Cresta combines AI and human intelligence into a single system that scales sustainably for companies like United Airlines and Porsche.In this episode, Ping also breaks down the three constraints that shape automation in the real world: conversation complexity, infrastructure debt, and customer demographics.Guest: Ping Wu, CEO of CrestaConnect with Ping WuX: https://x.com/ping_wuLinkedIn: https://www.linkedin.com/in/pingwu/Connect with JoubinX: https://x.com/JoubinmirLinkedIn: https://www.linkedin.com/in/joubin-mirzadegan-66186854/Email: [email protected] on LinkedIn:https://www.linkedin.com/company/kpgritFollow on X:https://x.com/KPGrit​Learn more about Kleiner Perkins: https://www.kleinerperkins.com/ 

USDC closed the gap between software and law in modern finance.On Grit, Jeremy Allaire discusses how fully reserved, dollar backed digital currency became part of the financial system after more than a decade of work.He also shares why for him grit is about sustaining belief through deep uncertainty, even when Circle faced the threat of bankruptcy in 2019.Guest: Jeremy Allaire, Co-Founder, Chairman and CEO at Circle​Connect with Jeremy AllaireX: https://x.com/jerallaireLinkedIn: https://www.linkedin.com/in/jeremyallaire/Connect with JoubinX: https://x.com/JoubinmirLinkedIn: https://www.linkedin.com/in/joubin-mirzadegan-66186854/Email: [email protected] on LinkedIn:https://www.linkedin.com/company/kpgritFollow on X:https://x.com/KPGrit​Learn more about Kleiner Perkins:https://www.kleinerperkins.com/ 

Glean has grown into a $7.2B company by giving employees AI assistants and agents that extend their capabilities.CEO Arvind Jain is back on Grit alongside Joubin Mirzadegan. Here’s what stood out:“My mindset by default is that if you build something last year, that it's got to be obsolete. There has to be a new way to do that thing better today. If not, then it's just lack of imagination.”“I have no doubts that AI capabilities are just going to increase more and more over the next few years. But even more important is this concept of how much are we even leveraging what AI can do today? I would say that we've not even used 1% of current capabilities of these models”“If you're trying to be everything to everyone, then you just cannot compete with somebody who's focused on a smaller problem and going deep into that.”You can also listen to Arvind’s earlier episode here: https://www.youtube.com/watch?v=iIH0Qp6d6bg&list=PLRiWZFltuYPF8A6UGm74K2q29UwU-Kk9k&index=96Guest: Arvind Jain, founder and CEO, Glean​Connect with Arvind JainX: https://x.com/jainarvindLinkedIn: https://www.linkedin.com/in/jain-arvind/Connect with JoubinX: https://x.com/JoubinmirLinkedIn: https://www.linkedin.com/in/joubin-mirzadegan-66186854/Email: [email protected] on LinkedIn:https://www.linkedin.com/company/kpgritFollow on X:https://x.com/KPGrit​Learn more about Kleiner Perkins:https://www.kleinerperkins.com/

In this recap episode, we highlight the best moments from our 2025 interviews and reflect on the ideas that defined the year.Featuring:David Rubenstein (co-founder of Carlyle) Yamini Rangan (CEO of HubSpot) Ben Chestnut (co-founder of Mailchimp) Winston Weinberg (co-founder and CEO of Harvey)Garrett Lord (co-founder of Handshake) Aidan Gomez (co-founder and CEO of Cohere) Michelle Zatlyn (co-founder of Cloudflare) Evan Spiegel (co-founder and CEO of Snap) Connect with JoubinX: https://x.com/JoubinmirLinkedIn: https://www.linkedin.com/in/joubin-mirzadegan-66186854/Email: [email protected] on LinkedIn:https://www.linkedin.com/company/kpgritFollow on X:https://x.com/KPGrit​Learn more about Kleiner Perkins: https://www.kleinerperkins.com/

What happens when AI becomes your most influential referrer?As consumers turn to ChatGPT for answers, James Cadwallader and his team at Profound help brands like Eight Sleep and MongoDB gain visibility and leverage inside AI models.On this episode of Grit, he explains why brand narrative has shifted away from content, and why Profound is scaling globally ahead of traditional SaaS timelines.Guest: James Cadwallader, co-founder and CEO of Profound and Ilya Fushman, partner at Kleiner PerkinsConnect with James CadwalladerX: https://x.com/thejamescad?lang=enLinkedIn: https://www.linkedin.com/in/jsca/​Connect with Ilya FushmanX: https://x.com/ilyafLinkedIn: https://www.linkedin.com/in/ilyafushman/Connect with JoubinX: https://x.com/JoubinmirLinkedIn: https://www.linkedin.com/in/joubin-mirzadegan-66186854/Email: [email protected] on LinkedIn:https://www.linkedin.com/company/kpgritFollow on X:https://x.com/KPGrit​Learn more about Kleiner Perkins: https://www.kleinerperkins.com/

Turning down a $3B offer from Facebook is a bold move for any young CEO.Evan Spiegel shares how Snap’s early dream was to stay independent and give its community an authentic voice, a bet that proved right.He also explains why they are now doubling down on AR glasses and why the anxiety around AI deserves far more attention from tech leaders.Guest: Evan Spiegel, co-founder and CEO of Snap Inc. and Bing Gordon, Advisor at Kleiner Perkins​Connect with Evan SpiegelX:https://x.com/evanspiegel?lang=enLinkedIn:https://www.linkedin.com/in/evan-spiegel/​Connect with Bing GordonX: https://x.com/bingfish LinkedIn: https://www.linkedin.com/in/binggordon/Connect with JoubinX: https://x.com/JoubinmirLinkedIn: https://www.linkedin.com/in/joubin-mirzadegan-66186854/Email: [email protected]​Learn more about Kleiner Perkins:https://www.kleinerperkins.com/ 

What does it take to go from advising founders to becoming one?On this week’s special Reverse Grit episode, we flip the script and put our Grit podcast host Joubin Mirzadegan in the guest seat.Joubin recently founded Roadrunner, where he is now co-founder & CEO. Roadrunner is building an AI‑native CPQ to modernize the quote‑to‑cash stack, drawing on years of conversations he’s had with enterprise revenue leaders.Stepping into the host role, Mamoon Hamid joins Joubin to talk about his transition from sales leader to founder, how Roadrunner came together, and why it became our first incubation since Glean.Roadrunner is hiring! Check them out: https://www.roadrunner.ai/Guest: Joubin Mirzadegan, Partner, Kleiner Perkins​Connect with MamoonXLinkedInConnect with JoubinXLinkedInEmail: [email protected]​Learn more about Kleiner Perkins