AI is transforming how we acquire and support customers—this SkillStack challenges conventional service models and explores sectors where hyper-personalisation is redefining customer experience. You’ll learn how to unlock front-line value creation by fostering greater human agency and shared responsibility for customer delight.
Elias unveils the radical principles behind Agency AI, where customer obsession meets cutting-edge agentic AI to deliver deeply personalised experiences at scale. Rejecting the traditional SaaS playbook, he draws inspiration from the intimacy of retail service models—barbers, bakers, and mechanics—to reimagine customer success for the AI era
Brian recounts pivotal moments—including a humbling failure—that led to a profound cultural shift: from customer satisfaction to customer delight. He will challenge your mindset and share methods to enable customer-centric decisions for customer benefit on the frontline. A masterclass on creating human agency through individual autonomy and collective accountability.
Peigin is the visionary who transformed the luxury spa experience for some of the most iconic destination hotel brands in the world. In this SkillStack, she shares the principles behind creating a five-star guest experience—principles that transcend industry and can be applied to any customer-facing role.
In this SkillStack, Elias shares the leadership principles guiding this new approach in building Agency AI: a radically lean, AI-native company aiming to generate €1B in revenue with fewer than 100 employees.
HubSpot’s iconic Culture Code and obsession with customer delight set new standards within the software industry around the world. In this SkillStack, Brian shares the stories and principles that lie behind the Culture Code and HubSpot’s reputation as one of the top workplaces in the World.
Joe Kennedy III has championed civil rights, energised grassroots movements, and driven diplomatic collaboration within divided communities around the world. He shares the principles used to build political, community and business coalitions.
Every leader is likely to face a customer crisis at some point. In this SkillStack, Alastair shares strategies, toolkits and principles learned from advising global leaders and NATO on the most sensitive crises in recent history.
What to Expect:
Elias Torres is a serial entrepreneur with a remarkable track record of founding and scaling customer-centric companies. He is now reshaping the future of customer success through his latest venture, Agency AI—a Sequoia-backed startup building agentic AI for businesses that are truly customer-obsessed. His bold ambition? To generate €1 billion in revenue with fewer than 100 employees. Elias previously co-founded Performable, which was acquired by HubSpot ahead of its IPO, and later Drift, which was sold to private equity for $1.2 billion. After exiting Drift, he was kite-surfing in Brazil when ChatGPT launched—a moment he instantly recognized as transformative. He volunteered, unpaid, to help OpenAI support its earliest users, an experience that inspired the founding of Agency AI.
In this world-class SkillStack, Elias shares hard-won insights on what it truly means to lead with the customer at the centre.
Learning Objectives:
Drawing from his experience building multiple billion-dollar software companies, Elias explores how customer obsession has shaped his entrepreneurial journey—and how those lessons are being applied at Agency AI.
A pioneer in inbound and conversational marketing, Elias scaled both Performable and Drift from their first customer to hundreds of thousands. He recounts how he landed Agency AI’s very first customer—because before you can obsess over customers, you must first earn them.
Elias also challenges conventional thinking by highlighting how small, service-driven businesses—like barbers, bakers, and mechanics—often deliver more personalised customer experiences than large enterprises. He believes big companies have much to learn from these humble masters of customer care.
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Brian Halligan, Co-founder and Board Member of HubSpot, shares the transformative journey of embedding customer-centricity at the heart of one of the world’s most admired tech companies. Drawing from his tenure as CEO and Chairman, Brian recounts pivotal moments—including a humbling failure—that led to a profound cultural shift: from customer satisfaction to customer delight. With accolades from Glassdoor, MIT, EY, and Comparably, Brian is widely recognised as one of America’s top CEOs. He now serves as a Senior Partner at Sequoia Capital and a Senior Lecturer at MIT. In this SkillStack, he distils the principles that shaped HubSpot’s globally renowned culture—often summarised as “Solving for the Customer.”
Learning Objectives:
By the end of this SkillStack, you will:
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Peigín Crowley, founder of the global luxury spa brand Ground, is a visionary in the world of wellness and hospitality. She partners with some of the most iconic five-star properties globally—including the Four Seasons, Bulgari Hotel, Jumeirah Group, and Rosewood Group—and has crafted transformative spa experiences for renowned destinations such as Adare Manor, The Merrion Hotel, Cliff House Hotel, and Mount Juliet.
Peigín has redefined luxury spa treatments by designing innovative therapies and developing therapist training programs that elevate frontline service into a deeply personal and memorable experience. In this SkillStack, she shares the principles behind creating a five-star guest experience—principles that transcend industry and can be applied to any customer-facing role.
Learning Objectives & Takeaways
A spa experience is intimate, personal, and deeply human. Peigín reveals how to translate this level of care and attention into any service environment by:
What to Expect:
Elias Torres is a serial entrepreneur who has co-founded two multi-billion-euro software companies. After co-founding Performable (acquired by HubSpot) and Drift (sold for €1.2B), Elias is now building his third venture—Agency AI—by rewriting the rules of leadership and organisational design through first principles thinking in the age of artificial intelligence. When ChatGPT launched, Elias was kitesurfing in Brazil. Recognising the scale of the shift, he joined OpenAI as an unpaid intern to help early adopters like the NBA, Ticketmaster, and Red Bull. That experience shaped his vision for Agency AI: a radically lean, AI-native company aiming to generate €1B in revenue with fewer than 100 employees. In this SkillStack, Elias shares the principles guiding this new approach—and how his thinking on leadership has evolved in response to the AI revolution.
Learning Objectives:
By the end of this SkillStack, you will:
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What to Expect:
Brian Halligan, Co-founder and Board Member of HubSpot, offers a behind-the-scenes look at how the company built one of the most admired workplace cultures in the world—from scrappy start-up to €30B publicly listed enterprise. During his time as CEO and Chairman, Brian helped shape a culture that has earned global recognition from Fortune, Glassdoor, and Great Places to Work, with an extraordinary 4.9/5 rating across over 55,000 employee reviews. Named EY Entrepreneur of the Year and recognised by MIT, Comparably, and Glassdoor as one of America’s top CEOs, Brian now serves as a Senior Partner at Sequoia Capital and a Senior Lecturer at MIT. In this SkillStack, he shares the foundational principles that made HubSpot’s culture not just effective, but truly worthy of remark.
Learning Objectives:
In this SkillStack, you will:
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What to Expect:
In this SkillStack, Joe Kennedy III—American diplomat, politician, and former U.S. Special Envoy to Northern Ireland—shares powerful stories from his time in public service, both at home and abroad. A member of the storied Kennedy family, Joe brings a legacy of civil rights leadership, humanitarian service through the Peace Corps, and his role as President of Citizens’ Energy, a family-run nonprofit dedicated to social impact.
Drawing from his experience in Northern Ireland, Joe reveals how he helped bridge divides between communities long separated by history and conflict, fostering collaboration around shared goals. He explores the techniques used to overcome polarised perspectives and cultivate empathy, unity, and trust. Joe also reflects on moments of national significance, including his delivery of the Democratic response to President Trump’s 2018 State of the Union address, and how he sought to reconnect citizens during a time of deep division.
Learning Objectives:
After engaging with this SkillStack, you will gain:
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What to Expect:
Alastair Campbell—renowned writer, broadcaster, and political strategist—has spent decades at the heart of global decision-making. As a key advisor to UK Prime Minister Tony Blair, he helped navigate some of the most turbulent moments in modern history, including 9/11 and the Kosovo Conflict. In this SkillStack, Alastair shares firsthand insights into how leaders respond when the stakes are highest. Through real-world examples and practical frameworks, this session equips leaders with the mindset, tools, and communication strategies needed to lead effectively in times of crisis.
Learning Objectives:
By the end of this session, you will be able to:
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