The Guest – Shane Lynn, CEO and Founder of EdgeTier
Shane Lynn is the CEO and Founder of EdgeTier, a company providing advanced AI-driven solutions for businesses to automate and optimise customer service operations. Today he joins us to talk about his career history, founding EdgeTier, and navigating the rapid growth his company went through.
Growth, AI, and Strategy: Navigating the New Era of Innovation
In today’s fast-paced tech landscape, growth doesn’t just happen — it’s engineered. As artificial intelligence continues to reshape industries, the most successful companies are those that can balance innovation with intentional strategy. Growth powered by AI isn’t just about adopting the latest tools — it’s about knowing when to scale, how to structure your teams, and where to apply intelligence for the greatest impact.
Whether you’re leading a startup, building a product team, or rethinking your company’s direction, understanding the interplay between growth, AI, and strategy is essential. In this episode, we explore how forward-thinking companies are leveraging AI to drive smarter decisions, streamline operations, and stay ahead in an increasingly competitive market.
Some highlights of this episode include:
- Navigating product-market fit through customer conversations
- Scaling a startup: from engineers to organisational leaders
- Building a strong hiring process during hypergrowth
- AI-driven insights for real-time contact center optimisation
- Balancing quality and efficiency in customer service operations
- The present and future role of AI in business strategy
Q:Tell me about product–market fit. You’ve obviously gone through a couple of pivots and seem to have landed in a solid place now. It doesn’t sound like you’re planning any more major shifts. How did you get there? Can you walk me through that journey?
“Yeah, of course. I think my experience with this – probably a universal one – is that we didn’t have any definitive, dramatic pivots. When you look back over time, it’s easy to say, “And then we changed direction.” But in reality, it was more gradual: We started doing a bit more of one thing, then a bit more again, and eventually that became the core of what we were doing.
The real shift came from talking to customers. You only truly discover what problems they’re trying to solve by speaking to them directly. Our current focus came out of those conversations, but also from looking at what we could sell quickly, what worked well in the industries we target, and what could demonstrate value for a client as fast as possible.
So I’d say what’s really worked for us is staying close to our customers and having non-leading conversations; listening carefully, identifying the real problems, and then figuring out how to solve them.”
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