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Evan
Fehler
VP of Marketing
Balto AI
Evan Fehler is VP of Marketing at Balto, where he leads go-to-market and content and makes the case, loudly and often, that AI should make people better rather than replace them. Over more than a decade scaling B2B software companies, he's learned that the hard part of any new technology is never the technology; it's the people, the habits, and the change management nobody warns you about. At Balto he spends his time on the messier half of that equation: how support teams actually adopt human-plus-AI day to day, not just sign the contract. When he's not building Balto's brand or growing an unreasonably engaged LinkedIn following, he's probably rewatching Chernobyl, defending Hitch as a cinematic masterpiece, and overthinking what makes a team truly click.
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22 September 2026 11:45 - 12:15
Getting agent assist for support right: 7 principles for rollouts that drive measurable impact.
"Everyone has a plan until they get punched in the face." – Mike Tyson Most support teams have an AI plan. Then reality hits. Your most tenured reps push back, rollouts stall, and the tool that was supposed to transform the team collects dust next to last year's initiative. The problem isn't the technology. It's tenure, change management, and a category built for the wrong user. Evan Fehler, VP of Marketing at Balto, will break down the principles behind human-plus-AI programs that actually stick, from the strategic decisions that determine whether a rollout compounds or collapses, to the three conversations you should be having inside your organization this week. Drawing on more than 400 deployments and joined by customers who've lived it, including one years deep into their program, Evan will show you what the catch-up path looks like, what compounding adoption actually produces, and what's possible when the plan finally survives first contact with your team.