Winning Against Giants: Steve Hind’s Blueprint for AI-Driven Customer Support

Listen to this episode from Wild Hearts on Spotify. Winning against billion-dollar incumbents isn't about money—it’s about strategy. In this episode, we talk to Steve Hind, the co-founder of Lorikeet, about how he and his team built an AI-powered customer support tool that’s not just competing but winning in one of the most crowded markets in tech. Steve shares the moment that led to their pivotal product shift, the principles guiding their success, and why they believe 2025 is the year AI will truly transform enterprise support.In this conversation, we cover:💡 The breakthrough moment that led to Lorikeet’s pivot into AI-driven customer support 🚀 How Steve and his team outperformed well-funded competitors in Silicon Valley 📈 The underestimated value of customer engagement over customer love 🎯 Why AI in customer support isn’t just about summarising FAQs—and why that matters 🛠️ The power of engineers talking to customers and building based on real needs 💰 Why Steve believes the best startups should focus on making their existing customers wildly successful ⚡ How startup founders can avoid “doom loop” hiring behaviors and build teams that win 🔮 Why 2025 will be the year of enterprise AI—and how Lorikeet is positioning itself to lead Steve Hind and his team at Lorikeet are proving that startups can outcompete legacy players—not by outspending them, but by outthinking them. This conversation is a deep dive into strategy, execution, and the mindset that leads to real impact.