Tomas Gorny
Scottsdale, Arizona, United States
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Articles by Tomas
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Announcing Nextiva’s Latest (and Greatest) Innovation
Announcing Nextiva’s Latest (and Greatest) Innovation
Today is a big day. I am thrilled to announce Nextiva’s latest innovation: NextivaONE It is a first of its kind…
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The future of work- but it's not what you thinkDec 2, 2020
The future of work- but it's not what you think
This isn’t another future of work article. You are probably sick of reading articles about the future of work.
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74K followers
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Tomas Gorny shared thisIf you don’t want to lose to a 22 year old, act like a 22 year old. AI adoption will likely come from unexpected places, while experience only matters today when you have an open mind, otherwise you are a liability to yourself and the business. Today, AI adoption is being misdiagnosed in many companies. Most leaders assume the problem is lack of training. More often than not, that is not the real issue. The real issue is that people are stuck, not wanting to let go of old habits. The best AI user in your company may be the newest person on the team. Not because they had more training. Because they bring a fresh perspective, they have less resistance. They are oblivious to the old ways. Bottom line, they do not carry conventional wisdom (aka: baggage). Too often, people are trapped by their own way of thinking. They protect their ego. They defend legacy workflows. They are attached to “the way we have always done it.” When that happens, at best, AI delivers incremental improvement. Rethink everything from the start, the process itself, not just automate the old one and watch the magic happen. Do it once and it will become addictive. If you don’t want to lose to a 22 year old, act like a 22 year old. So go ahead and win. Approach the problem with a fresh perspective. Be curious. Experiment. You will adapt faster. And just imagine if you have the experience, what you can do. Become unstoppable.
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Tomas Gorny shared this“If you’re not having fun doing it...you’re going to give up” -Steve Jobs. I have always believed that when you enjoy what you do, you do it significantly better. True entrepreneurs don't start businesses just to make money, but to make a difference. To solve a problem. Make things better. Make an impact on people’s lives. It creates a feeling of adrenaline and excitement when building something new. Of course, there is stress, challenges and not every minute is “fun.” Because building anything meaningful comes with pressure. But, what you put into it, you get rewarded back. When people start using the product, you get feedback, but also satisfaction. It becomes a cycle. And that energy becomes your fuel. And so, for me, being passionate about solving a problem is how I'm having fun. The financial outcome becomes a byproduct of the value you create.
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Tomas Gorny shared thisToo many teams are waiting for the perfect moment to adopt AI. They focus on the risks instead of the opportunities. It is the same excuses over and over: ▪️it is not perfect yet ▪️it lacks capabilities ▪️it cannot do the job as well as a human. Meanwhile, other teams are pulling ahead. They are taking more chances. Trying more things. Making more bets. And because of that, they are winning. When it comes to people, we accept that not every decision will be right. In many cases, humans are usually 50% or 60% accurate. But with AI, many expect 100% accuracy. That is the wrong bar for comparison. The companies that win will not be the ones waiting for AI to be flawless. They will be the ones who start, learn and improve while everyone else keeps debating. The perfect moment is not coming. The advantage will go to the teams willing to move now.
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Tomas Gorny shared thisIn 2026, AI finally brings this idea to reality. Not through sci‑fi. Not a giant multi‑year project. Small, focused tools that wrap around the business you already have. At Nextiva, we’re doing this ourselves. We built a dedicated AI team that creates tools just for our people: - An assistant that gives our sales teams instant, accurate answers about our products. - An AI that drafts complex RFP responses so they can focus on strategy, not formatting. This is removing friction from the day, so our teams can spend more time with customers and less time wrestling mundane tasks. This is a mindset shift for all of us, but we refused to be stuck inside old systems. If you’re experiencing a painful and repeated task, it’s a candidate for an AI‑powered fix. You have more power than ever to change how work feels every day. Use it to create the tools you’ve always wished existed.
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Tomas Gorny shared thisBe impatiently patient. Sounds like a contradiction, but everything in life is about having a balance of both. To move fast, but not force the outcome before it's ready. As an entrepreneur and executive, that was one of the most important skills to develop. The real discipline is having conviction about where you want to go, without becoming too attached to how you get there. That creates room for ideas to mature and experimentation. What usually costs the most is too much conviction too early. Not because conviction is bad, but because the moment you lock into one answer too soon, you make decisions purely based on that. This is especially true right now with AI. Everyone wants to move fast, and they should. But moving fast in the wrong direction just gets you lost faster. The urgency is real. The panic should not be. The people who win will not be the ones who move fast in every direction. They will be the ones who move with urgency, learn faster, and stay open long enough for the right answer to emerge. The goal is not to slow down. The goal is to create more value with less friction, and spend less time going the wrong way. Impatient about execution. Patient about the process. That's the balance.
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Tomas Gorny posted thisI recently attended a conference where a Unilever executive shared some data that was very surprising. An AI tool they were using, led to a 30-34% increase in revenue for one of their brands; Vaseline. It was fascinating that Vaseline of all their brands had an increase in sales. The AI tool picked up on how people on social media were using the product in non-traditional ways. - Photographers smeared it on camera lenses for a soft-focus effect. - Consumers were applying it on their lips after eating spicy food. Many unexpected use cases, hiding in plain sight across social media. They quickly created targeted campaigns around those behaviors and turned a flat business into growth, just north of 30%. Not from a new product launch. Not from a massive rebrand. From using AI to research what their customers were currently doing. It really showed how much we can apply AI in different ways. Finding real demand instead of guessing. Learning from every interaction and making the next one better. The market is already telling us where growth is. AI gives us a better way to hear it and move faster.
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Tomas Gorny shared thisI recently used an AI tool to look up a birthday based on the lunar calendar. AI tool #1: the response was not even close. The output it suggested just felt way off. AI tool #2: Provided the correct date, first try and correctly. It wasn’t a subjective question. There should have been a clear answer. This is why it is important where AI pulls its information and sources from matters. Now that doesn’t always mean AI tool #2 is more reliable than AI tool #1. The bigger point is we still have to use critical thinking. Especially when we’re doing research or making decisions that matter. I’m extremely optimistic about AI. I believe it will be one of the most impactful technologies of our time. But it is still early, and it is still learning from data. Data provided by people. And people bring bias, blind spots, and mistakes with them. Over time, AI will get stronger guardrails. Until then, our judgment is the guardrail. Use AI. Learn from it. Build with it. But don’t outsource your experience and judgment. That part is still on us.
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Tomas Gorny shared thisDealing with very difficult people, quite frankly, it sucks. In the moment, it feels like bad luck. They will test your patience, drain your energy, and make the day feel heavier than it should. But over time, those experiences can become some of your best lessons. They teach you how to handle pressure, work effectively with challenging individuals, and lead with respect. That is how resilience gets built. Not when life is easy. But when you can bite the bullet and keep moving. Very often, the difference between one person and the next is simple: Whoever decides to get back up one more time. Take the hit. Pick yourself up. Finish the round.
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Tomas Gorny posted thisIn 5 to 7 years, every person is going to have a personal assistant. And yes, it will be AI. People will simply say, “Hey Jarvis, solve this for me,” and their assistant will take it from there. It will connect with a company’s AI agent, share the right context, and work toward a resolution. No hold times. No menus. No repeating yourself across channels. That is where customer experience is heading. From human-to-human, to human-to-AI, to AI-to-AI. And that changes everything. Because when AI becomes the interface, your systems, your data, and your orchestration become the customer experience. The companies that win in this world will not just bolt AI onto broken workflows. They will build the infrastructure, intelligence, and data foundation to make every interaction fast, seamless, and trustworthy. At Nextiva, we saw this shift coming years ago. We have the patents to prove it. We understood early that data would unlock the full potential of AI. And we built with that conviction. Now the market is catching up. The future is agents delivering outcomes. And the companies that prepare for that shift now will define the next era of customer experience.
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Tomas Gorny liked thisTomas Gorny liked thisAfter nearly four years as General Partner at Upfront Ventures, I'm joining Nextiva as Chief Transformation Officer. The investing chapter did exactly what I hoped. It gave me a clear view of where durable value is being created right now: companies combining a strong, profitable core with a genuine AI-native product strategy. That combination is rarer than the market appreciates. Nextiva has it. Roughly 100,000 small to mid-sized customers who trust the platform. A financial foundation that gives transformation real runway. And an Agentic CX vision — unifying communications, data, and AI into how businesses actually manage customer relationships — that I believe will define a category. At the center of it is Tomas Gorny. We got to know each other deeper shortly before Goldman Sachs named him one of the Most Exceptional Entrepreneurs of 2025; he never mentioned it once. From that day, I realized that he combines greatness with a very genuine humility. Partnering with him was the final piece. To Mark Suster, Yves Sisteron and the whole Upfront family: thank you. That chapter made me a sharper investor and, I expect, a better operator. Now it's time to prove it.
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Tomas Gorny liked thisIt’s so true! Laughter is a key ingredient for your mind, body, and soul!
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