Eran Ashkenazi's guest appearances

Eran Ashkenazi

AI in Financial Services Podcast

The Customer Support Podcast

Greg Collins

Joshua Lory

Patty Hatter

Manny Ruiz

John Ragsdale

James Sung

David Tirazona

Kimberly Gress

Sanjeev Sisodiya

Rick Gianvecchio

David Rubinstein

Nir Galpaz

Abhay Solapurkar

Brenda Guardado

Bernie Kassar

OwlTail

Today’s guest is Eran Ashkenazi, Chief Customer Officer at SentinelOne. SentinelOne is a public US-based cybersecurity company founded in 2013 that uses machine learning to gain deeper insight into how organizations use information technology. Eran joins us to discuss enhancing customer journeys in cybersecurity amid an emerging era of generative AI tools in financial services. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Today’s guest is Eran Ashkenazi, Chief Customer Officer at SentinelOne. SentinelOne is a public US-based cybersecurity company founded in 2013 that uses machine learning to gain deeper insight into how organizations use information technology. Eran joins us to discuss enhancing customer journeys in cybersecurity amid an emerging era of generative AI tools in financial services. If you’ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!

Cybersecurity Workflows in the Era of Generative AI and Autonomy - with Eran Ashkenazi of SentinelOne

Key Insights o SentinelOne has ~2500 customers (globally) which includes both Fortune 100 customers and small businesses. SentinelOne is also part-SaaS, part-hardware. All this puts a unique challenge on customer support — different language support, 24x7 phone service, customers coming through channel (distributors/MSPs) etc. o Technology stack — standardized on Zendesk. Call center is TalkDesk. Search is Zendesk but could be better. Salesforce is the system of truth (CRM) and there is a desire to standardize around that. o A good part of our conversation was dedicated to challenges in getting the tools to work with each other specifically Zendesk to Salesforce and how customer success requires yet another bolt-on. Queries coming through channel has unique challenges as well (understanding full customer context, making sure that issue context is transferred from partner to vendor etc.)

Key Insights o SentinelOne has ~2500 customers (globally) which includes both Fortune 100 customers and small businesses. SentinelOne is also part-SaaS, part-hardware. All this puts a unique challenge on customer support — different language support, 24x7 phone service, customers coming through channel (distributors/MSPs) etc. o Technology stack — standardized on Zendesk. Call center is TalkDesk. Search is Zendesk but could be better. Salesforce is the system of truth (CRM) and there is a desire to standardize around that. o A good part of our conversation was dedicated to challenges in getting the tools to work with each other specifically Zendesk to Salesforce and how customer success requires yet another bolt-on. Queries coming through channel has unique challenges as well (understanding full customer context, making sure that issue context is transferred from partner to vendor etc.)

Episode 8: (B2B) Eran Ashkenazi, SVP Global Customer Support, SentinelOne