At Pioneer we announced Fin 4, and every day this week we're diving into a different part of it, starting today with Fin for Success. Fin for Success extends Fin as a Customer Agent across even more of the customer lifecycle. It helps customers onboard, achieve their first win, and use more of your product, more deeply. Watch Tom show how easy it is to set up a feature adoption strategy in under a minute.

At our recent CX Architects careers roundtable, Amy Harvey, Chief Customer Experience Officer at @TrueCommerce, shared that she built her entire CX automation team from inside support. Every person in the newly created role came from the existing team. Support teams already have the knowledge of which help center articles are likely out of date, which policies carry unwritten exceptions, how customers describe a problem when they're frustrated. For TrueCommerce, the roles came out of the work rather than ahead of it, and she told us she’s hearing the same story from peers across the industry. You can watch the full conversation at the link in the comments.

Aaron Levie has run Box for 21 years. Eoghan McCabe founded Intercom in 2011 and now leads Fin. Having lived through global shifts like cloud, mobile, crypto, COVID, and recessions, at Pioneer 2026 they sat down for a conversation on leading through the AI transformation. They talk about how AI breaks every analogy we’ve tried to give it, why it fundamentally reshapes how you build software and deliver customer service, the fascinating advantages it delivers for both incumbents and disruptors, and more. With 36 years of experience building software companies between them, it's worth watching the full 45min conversation. Watch every session from Pioneer 2026 at the link below ↓

Last week at Pioneer, Des Traynor spoke about what AI is doing to software, and how we shape our tools, and then our tools end up shaping us. Software has always forced a choice: do you make the tool simple enough for anyone to start, or powerful enough to actually be worth using? Now, with AI you just say what you want, like "fix my worst-performing CSAT queries", and it works out the rest. No menus, training, or learning where things live. What changes after that is roles, then org charts, then entire companies. Watch Des’s full keynote, and every session from Pioneer 2026 at the link below ↓

Who's accountable if your AI Agent gets something wrong? That's what your customers want to know. They're looking for reassurance that it's accountable for its answers, decisions, or mistakes, and that a human teammate can easily take over if needed. Transparency builds trust, so make it clear that your Agent is closely monitored and held to the same standards as human reps.

Let's not forget who did it first and who did it fastest, @destraynor.

Fin 4 brings major upgrades to every part of the Fin system: a more capable Customer Agent, a more powerful Operator, and new ways for Fin to work with your team. AI capability accelerated sharply in 2026, and we’re seeing three big changes in Agent capability. Agents are getting more autonomous, more proactive, and more directive. The path to a fully agentic customer experience – 90-95% of customer communication without a human, at any size of business – is now clear. It’s a matter of when, not if, and the last barrier will be organizational rather than technological. Read the full announcement via the link in the replies.

Yesterday, we hosted Pioneer 2026 – our third annual summit for CX leaders operating at the frontier. Live from San Francisco, we announced Fin 4, bringing major upgrades to every part of the Fin system – a more capable Customer Agent, a more powerful Operator, and new ways for Fin to work with your team. We heard from some of the most forward-thinking CX leaders from many of the world’s fastest growing companies, while showcasing more of our products in person, including hands-on demos at Fin Labs and in our Fin Voice booths. To watch all of Pioneer, visit the Pioneer link in the replies. To find out more about Fin 4, visit the Fin 4 link in the replies.