What has been your business/work highlight or achievement of 2024?

2024 was a massive year. Generative AI became real, we crossed the $300M annual recurring revenue mark, launched our own native and proprietary business focused LLM (DialpadGPT), Gen Ai Chatbot (Ai Agent) and Ai Sales Playbooks…all while growing 30% YoY. Feeling great for even more ambitious goals this year—with more Ai innovations, massive enterprise wins and global expansion to come.

Who do you think has had the most positive impact on the UC space in 2024 and why? 

Google Cloud! Google Cloud creates new opportunities for us to offer our global customers greater flexibility in addressing their industry and business needs amid the fast pace of technological advancements. Dialpad and Google Cloud both prioritize innovation, design, productivity, and collaboration in our approach.

What was your biggest business surprise in 2024?

Adding two industry greats to our management team was a huge surprise in 2024. I’ve been trying to hire Jen Grant since 2008 and finally was able to bring him from the board to our team as our CMO. Similar for David Sudbey joining as our COO…he came from Genesys and has many years of great enterprise contact center experience. We are honored that these industry experts see the value and potential in our company and our products.

What was the most useful business book/podcast you’ve read/listened to in 2024?

The Advantage by Patrick Lencioni stands out because it emphasizes that an organization’s internal health and how people work together, communicate and align is just as important, if not more important, than any external strategy. It helps us as leaders recognize that the right culture and systems can drive long-term success. I’m also a huge fan of Never Split the Difference by Chris Voss.

What’s the biggest challenge you and your team will face in 2025?

AI technology with real-world value. AI technology is set to deeply impact various sectors, changing everything from how we work to how we engage with technology. If the last couple of years showed AI hype, I believe this year will show AI reality. Businesses around the world want AI-driven systems taking over tasks like inventory management, data analysis, and customer service. AI will increasingly interact with people in more human-like ways, understanding tone, context, and emotional cues to respond more naturally. We at Dialpad are already making this a reality with Dialpad Connect, Support and Sell. I firmly believe that 2025 will be the year that companies everywhere reflect on if their AI is bringing true value – Dialpad is well-positioned to lead in that department.

What technology will have the greatest impact on your business in 2025 and why?

AI technology with real-world value. AI technology is set to deeply impact various sectors, changing everything from how we work to how we engage with technology. If the last couple of years showed AI hype, I believe this year will show AI reality. Businesses around the world want AI-driven systems taking over tasks like inventory management, data analysis, and customer service. AI will increasingly interact with people in more human-like ways, understanding tone, context, and emotional cues to respond more naturally. We at Dialpad are already making this a reality with Dialpad Connect, Support and Sell. I firmly believe that 2025 will be the year that companies everywhere reflect on if their AI is bringing true value – Dialpad is well-positioned to lead in that department.