- Glean is establishing a community hub to enhance AI success, providing a platform for customers to engage, share use cases, and benefit from each other's experiences in implementing Glean's solutions.
- The Gleaniverse community portal allows users to subscribe to updates, fostering connections between admins and end-users, enabling them to learn from one another, and helping organizations maximize the value of their AI initiatives.
- There are plans to create department-specific forums, a community newsletter, and more inclusive participation from everyday users, all aimed at building a robust library of enterprise AI use cases to support diverse customer needs and drive innovation.
Hi! My name is Mark Dominguez, and I’m an AI Outcomes Manager (AIOM) at Glean. I was formerly an Enterprise Customer Success Manager here—that background informs a lot of how I approach bringing Glean to customers. My work is about unlocking value with Glean and ensuring people know how to use it. It’s a fun mix of getting into the technical weeds of how Glean works to achieve desired results and doing enablement with end users (which I think is a lot of fun!).
I interact with the customer community daily, maybe 6-10 customer meetings on average. Many involve strategic planning for launches (communications collateral, training schedules, etc.), but the priority is always creating connections across a company with AI use cases. This is especially true when talking with department leaders—they all share the key to true AI transformation. Thankfully, I also have a great team to help me out every day with that.
I’d say Mike Avotonomoff on our team is a guy who gets a “wow” out of me often—he’s also an AIOM who’s more focused on agent quality and technical troubleshooting. I’ve seen him unlock a lot of lightbulb moments for our customers. He can join a call with limited context and have a working Agent completed and near-production-ready by the end of it. He’s the LLM whisperer here at Glean, and I’m glad he’s on our team.
Learning how our customers use Glean
I’m most excited recently about customers being able to truly stay in the loop with Glean by subscribing to updates through Gleaniverse—our community portal. Glean admins and users alike always want to see what’s coming next, and the Gleaniverse will give them direct access to those changes.
From my perspective as an AIOM, I’m excited to understand how users are transforming their businesses with agents and what measurable value they’re getting from Glean. That’s why I closely follow these use cases, engage in dialogue, and answer questions where possible. Ultimately, my biggest hope is that the community creates a place where admins and end-users can interact and become force multipliers for their businesses.
For my role, nothing is better than learning how people use Glean in real life. Personally, I love answering questions and better understanding how those use cases are being templatized, deployed, and shared with departments in production. I’ll answer questions about Glean, and you give me answers about how you’re using it!
This is also especially exciting, as AI is new for everyone, particularly in the workforce. Customers are constantly looking to AIOMs for guidance in specific areas. Admins and organizations need help understanding best practices for launching Glean to their entire employee base to transform and reimagine the way they work. With that, there are plenty of questions about how to build on Glean and introduce it to folks who may have never scratched the surface of AI. My job is to help give them the right answers.
Change through community
This community offers a unique opportunity for Glean employees and users alike to collaboratively build the world's best library of enterprise AI use cases. We're providing the platform, and we encourage you to actively shape its use by sharing your innovative applications and insights with fellow Glean customers. Be curious, share your learnings, and help us create a valuable resource for everyone.
For me, here are the three ways a thriving, vibrant Glean community can make the most impact:
- Department-specific use case forums: Creating forums accommodating specific topics would be a great start. Imagine a sales leader logging into the Gleaniverse and quickly learning from other sales leaders on how to unlock efficiencies in outbound messaging, CRM maintenance, call recaps, etc. Ideally, all of that lives in one place, fostering focused conversation.
- Subscriptions: I’d love a community newsletter that showcases what’s getting released, spotlights specific user stories, and highlights what’s happening behind the curtain at Glean. Can we just call it Glean Into It? Or something punny like that?
- Coverage: I don’t just want admins in the community (no offense). I want everyday users who have Glean as their new tab page and are leveraging Agents to be able to share them. There is no doubt that when these folks learn from each other, they are not only unlocking value for their company and team workflows, but also career opportunities.
Glean has undergone many changes, but it’s all exciting. We are scaling quickly, shipping multiple times a week, innovating from many directions, and meeting the market where you are. As we continue on this journey, we’d love for everyone to provide more feedback! When working with your Glean reps, patience, understanding, and dialogue are the best things for both sides of the partnership.
Looking to learn more about implementing AI across your business? Sign up for our community portal, or a free Glean demo today.
