If you’re searching for the number-one podcast for actionable insights into customer retention, look no further than Gainsight’s [Un]Churned. Hosted by Josh Schachter, SVP and GM of Atlas at Gainsight, this podcast has become the go-to resource for exploring innovative strategies in customer success. Every episode provides listeners with cutting-edge ideas and practical advice to help transform the way they engage with customers.
In last week’s episode, Josh is joined by David Karp, Chief Customer Officer at Disqo, to break down a bold experiment that’s paying dividends at their organization: a company-wide AI hackathon. When AI was just beginning to dominate conversations in the business world, Disqo leaned in and created a cultural shift by dedicating two full days to an event designed to spark innovation and build confidence around using AI. David shares the behind-the-scenes playbook for this hackathon, including how it drove tangible business outcomes, sustained excitement around AI, and empowered teams to embrace this transformative technology. If you’re wondering how to bring AI into your own organization, this episode is a must-listen—and this recap will give you the highlights.
Overview of Disqo’s AI Hackathon
What do you do when everyone in your company is buzzing about AI, but no one knows where to begin? At Disqo, they decided to do something radical: They cleared two full days on their calendar and invited employees to participate in an AI hackathon. This wasn’t just a brainstorming exercise; it was a coordinated effort to unlock the power of AI and embed it into the company’s DNA. The result? Seventy people across 15 teams collaborated to create prototypes that not only inspired their colleagues but also delivered real business value.
As David Karp explains in the podcast, the purpose of the hackathon was twofold: to drive innovation that aligned with Disqo’s goals and to make AI feel accessible to everyone, regardless of their role. From engineers to Customer Success Managers (CSMs), participants worked in cross-functional teams to tackle challenges spanning everything from streamlining internal workflows to uncovering new customer insights. Leadership provided initial starter ideas to guide participants, ensuring the focus remained on projects that could be implemented within 6–12 months.
Constraints were another key ingredient in the hackathon’s success. Teams were asked to deliver functional prototypes and were scored on business impact, creativity, and feasibility. The structure motivated teams to focus their efforts and think practically about how AI could enhance the business. At the end of the event, participants presented their ideas to a panel of judges made up of senior leaders, who selected winners based on their potential to drive meaningful outcomes.
But the hackathon’s impact didn’t stop at the end of those two days. David described how the excitement generated during the event continued to grow. Teams hosted their own mini hackathons, employees held AI office hours, and the culture at Disqo began to shift. AI wasn’t just a buzzword anymore—it was becoming a tool employees felt empowered to use in their everyday work.
Key Learnings from Disqo’s Hackathon
Disqo’s AI hackathon wasn’t just about innovation—it was a masterclass in how to drive organizational change. Here are the biggest takeaways that you can apply in your own company:
- Leadership involvement is essential: David emphasized that the success of the hackathon started with Disqo’s leadership team modeling AI adoption themselves. By using AI tools in their own workflows, leaders not only inspired confidence but also demonstrated the practical value of the technology.
- Constraints fuel creativity: The hackathon was structured with clear scoring criteria and time limits, which pushed teams to stay focused on business impact. These constraints didn’t stifle innovation—they guided it.
- Momentum matters: The real success of the hackathon wasn’t just the prototypes—it was the cultural shift it sparked. Follow-up initiatives like AI office hours and smaller, team-led hackathons ensured the excitement didn’t fade.
- Bottom-up energy is powerful: While leadership set the vision, it was the teams on the ground who took ownership of the hackathon and turned it into a success. Employees were encouraged to experiment, collaborate, and apply their ideas directly to business problems.
- AI is a tool for everyone: Disqo made a point of including employees from all functions, proving that you don’t need to be a data scientist or engineer to leverage AI. This inclusivity made the hackathon not only more successful but also more impactful.
The hackathon demonstrated that when leadership provides a vision and framework, employees can run with it—creating solutions that benefit both the business and its customers.
Cultural Impact and Leadership’s Role in AI Adoption
At its core, Disqo’s AI hackathon wasn’t just about developing prototypes—it was about creating a culture that embraces innovation. As David shared, the hackathon helped employees see AI as a tool they could use to improve their workflows and solve real problems. This cultural shift was the most significant outcome of the event, and it was driven by leadership’s commitment to leading by example.
The leadership team at Disqo didn’t just encourage employees to explore AI—they were active participants. By experimenting with AI tools themselves, leaders modeled the behavior they wanted to see throughout the organization. This hands-on involvement gave them credibility and showed employees that AI wasn’t just a theoretical concept—it was something they could start using today.
Top-down support was critical in creating the structure and resources needed for the hackathon. But the real magic happened when grassroots energy took over. Employees from all corners of the company embraced the opportunity to innovate, forming cross-functional teams and coming up with ideas that leadership hadn’t even considered. This combination of vision from the top and energy from the bottom created a lasting cultural shift that continues to drive innovation at Disqo.
Practical Advice for Running an AI Hackathon
Inspired to run your own AI hackathon? Here’s a step-by-step guide based on Disqo’s playbook:
- Start with leadership: Leaders should experiment with AI themselves to build confidence and set the tone for the organization.
- Define the purpose: Make sure your hackathon is focused on solving real business problems. Provide starter ideas to help participants get started.
- Set clear constraints: Establish rules, scoring criteria, and time limits to keep teams focused. Emphasize prototypes that can be implemented within a reasonable timeframe.
- Form cross-functional teams: Encourage collaboration across departments to bring diverse perspectives to the table.
- Provide resources: Offer access to AI tools, training, and support to ensure participants feel equipped to succeed.
- Sustain the momentum: Follow up the event with initiatives like AI office hours, mini hackathons, and ongoing team-led projects to keep the energy alive.
- Celebrate and showcase: Recognize participants’ efforts with prizes, company-wide presentations, or other incentives that reinforce the value of their work.
Whether you’re running a company-wide event or a smaller team initiative, these steps can help you turn AI from a buzzword into a tangible driver of innovation in your organization.
Inspiring AI-Driven Innovation
Disqo’s AI hackathon was more than just a two-day event—it was a turning point that empowered employees to embrace AI and think differently about how they solve problems. By fostering a culture of experimentation, leadership at Disqo demonstrated that innovation isn’t reserved for tech teams or specialized roles—it’s something everyone can contribute to.
If you’re looking to spark AI-driven innovation in your own organization, the key is to start small, experiment, and build from there. Whether it’s hosting a hackathon, holding AI office hours, or simply encouraging your team to try new tools, every step you take brings you closer to embedding AI into your culture.
As David Karp shared in the podcast, the goal isn’t just to create prototypes—it’s to create lasting change. With the right vision, structure, and follow-through, you can do the same. Now, the only question is: How will you start your own journey with AI?
Watch the Full Episode: How to Drive Innovation & Democratize AI as a CS Leader ft. David Karp (Disqo)
