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Fascinated by AI, consciousness, and the nature of our reality.
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Marc Bernstein shared thisHere’s a concept I’ve been working on: the AI Silo. Businesses are used to talking about functional silos—marketing and sales not collaborating, product being too distant from customers—but I think the next silo we need to address is a technological one. What happens when AI is kicking ass in one part of your business, but in other parts of your business, people are afraid to touch it? I’ve been seeing this a lot. And it seems to be a positive feedback loop. *People fear being replaced, which leads to reluctant AI adoption 👇 *Reluctant AI adoption leads to conflict with senior leadership 👇 *Senior leadership decides to go at AI alone 👇 *An AI Silo emerges, where AI agents get built outside of the workforce rather than as a part of it 👇 *The company automates a ton of work with AI 👇 *AI workforce automation outpaces AI workforce augmentation 👇 So people get more worried about replaced.
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Marc Bernstein posted thisI said this to Balto’s President/CTO this morning. In 2026, everything is up in the air. Who you hire, what your departments do, how your people spend their time, how they’re measured, what technologies you use, what excellence looks like, what a great culture looks like—everything—all of it is up in the air. Knowing this, your job is to, with a level head: *Look at the pieces in the air *Catch them *Gently place them on the ground *Organize them to grow the business as fast and efficiently as humanly possible This is what 2026 is about.
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Marc Bernstein shared thisHuge thanks to Don Halling and the Renewal by Andersen STL team for their thoughtful testimonial and fantastic partnership. ~Highlights~ -Over-scripting your agents is a fast way to kill authenticity. -Let people talk like people. Balto actually makes that possible. -Get people ready to make calls without just throwing them to the wolves. -With Balto, a manager gets an alert mid-call, jumps in, and has an actual impact. -Helped us deliver a world-class homeowner experienceMarc Bernstein shared thisI've been in inside sales long enough to know that over-scripting your agents is a fast way to kill authenticity on the phone. My whole philosophy has always been there are certain things we have to say, but outside of that, let people talk like people. Balto actually makes that possible. We lock the parts of the playbook that can't change, and the rest? Our agents put it in their own words. That flexibility has been one of the best things we've done for our team. The onboarding piece surprised me too. Cutting even one day out of a training class sounds small until you do the math — multiply that across every class you run in a year, factor in payroll and the revenue you're leaving on the table, and it adds up fast. We can get people ready to make calls without just throwing them to the wolves. But the real-time coaching is what I keep coming back to. We used to have people listening to calls and scoring them after the fact. You can still coach that way, but the call is already over. With Balto, a manager gets an alert mid-call, jumps in, and has an actual impact on what's happening right now. That's a different thing entirely. Grateful for the partnership with Balto. It's helped us deliver the world-class homeowner experience we hold ourselves to.
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Marc Bernstein shared thisLeadership Lessons from Abraham Lincoln 1. Hire the most capable person in every role, regardless of their idiosyncrasies. It's the leader's job to *create* culture fit and get disparate personalities to gel. 2. The more dissimilar your team, the higher your potential for conflict. But also: the greater your opportunity is to build an arsenal of complementary strengths. 3. Magnanimity is the best response to slights and mistakes. There is no better way to summon a person’s energies than to give grace in the midst of a failure. 4. The right decision at the wrong time is the wrong decision. Effective timing requires patience... and a very thick skin. 5. The pulse of the people is fuel for action. Tapping into the pulse is your best medium to get great work done.
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Marc Bernstein posted this"There's a difference between warning people and scaring people." -Jensen Huang on how technology leaders are messaging AI Smart distinction. My take: the #1 issue people have with how technology leaders are messaging AI is they feel like they're not being told the truth. Here's the truth I think people need to hear. ~The Warning~ *AI is approaching a substitute for human intelligence. *Labor displacement is likely to happen faster and more broadly than any time in history. *The consequences of fast and substantial labor displacement are unpredictable. *Some will benefit from this displacement. Others will not. *Those who dedicate energy to learning about AI, stay adaptable, and maintain a high work ethic are most likely to benefit. ~The Opportunity~ *AI is imminently poised to revolutionize science and medicine, leading to significantly longer, healthier lives for every single person on Earth. *AI will slash the cost of raw materials, supply chains, and final products, leading to abundant housing and affordability for many of the luxuries we enjoy today. *AI is, in many ways, a great equalizer. It has never before been easier to self-learn, start a business, monetize your ideas, and develop new income streams. That's the full truth, as best I can tell it.
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Marc Bernstein shared this💥 Balto is both the most reviewed AND highest rated solution in contact center AIMarc Bernstein shared this
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Marc Bernstein posted thisEveryone says AI is making frontline jobs harder. They've got it backwards. As AI handles more routine conversations, the work left for humans isn't harder. It's more valuable. Every remaining call carries more revenue, more compliance risk, more emotional weight. The easy stuff is gone. What's left are the moments that actually define the customer relationship. This changes how you invest. If you see the job as harder, you brace for it. More training hours, more hand-holding, more worry about attrition. If you see the job as more valuable, you lean into it. Better tools, better context, better coaching. You invest more in your people, not less, because every conversation they touch is now worth more to the business. Same facts. Completely different strategy. __ *This post was 100.0% written by Claude, trained on my last 50+ LinkedIn posts and internal Balto documents. Would you say it was insightful or slop? Be honest 😃
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Marc Bernstein posted thisThe AI Slop era is over. A reasonably skilled AI user can produce 5x greater output—quality output—with few to no mistakes. If you’re fixated on AI’s mistakes, you're missing the point.
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Marc Bernstein posted thisBalto has an internal AI Task Force. On that task force is Balto’s President & CTO, VP of Product, SecOps leader, Head of IT, 2 engineers, and me. We composed this task force because driving AI transformation at Balto is too important to send up a prayer and hope organic diffusion does the work. “Some people will use it, others won’t. Departments will bring ideas over time, and we’ll provide support and resources.” - NOT GOOD ENOUGH Way. Too. Slow. Seizing the AI opportunity requires a centralized approach— a well-rounded team whose mission is to fearlessly change how your company operates at its core. You can’t leave something like this to chance.
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Marc Bernstein reacted on thisMarc Bernstein reacted on thisSomething unusual is happening at Expo Home Improvement. If you’ve spent time in the home improvement industry… you’ll recognize it immediately. This isn’t a slow corporate ladder. This is a privately owned, fast-growing company scaling across Texas and beyond with a culture most companies talk about… but very few actually build. Here’s one example. Expo has a Certified Dream Manager on staff. Toni Young Not a wellness portal. Not a motivational poster. An actual person who sits with employees, understands their personal dreams, and helps build a real plan to achieve them. Career. Family. Financial goals. Life. One of the rarest benefits in any industry, let alone home improvement. And that’s just the beginning. • Daily company-wide motivational huddles • Real recognition and leadership development • Top technology and resources that help people win • A culture where competition and fun coexist CEO Paul Dietzler was named #2 CEO in the nation by Power Top 100, recognizing leaders who serve employees, customers, and communities. He has won this multiple times. The mission goes beyond the business. Through Collective Way, Expo supports veterans, families in need, and international housing missions, including building homes in Honduras. There’s also a pickleball court on site and a Cerulean Blue Coffee House Bar onsite and free to employees at the Farmers Branch HQ where employees gather and recharge. This is a company where people show up early, stay late, and care about what they’re building together. Right now, we’re hiring across Texas. If you’ve been waiting for the right culture, leadership, and moment to make your move… This might be it. 👇 Open Roles Field Marketing Field Marketing Manager | North Texas https://lnkd.in/gDDU3Fmw Field Marketing Manager | Houston https://lnkd.in/gjydrJEc Field Marketing Manager | Additional Markets https://lnkd.in/gFzCCa56 Field Marketing Manager | Open Market https://lnkd.in/gJChgMqh Brand Ambassador | DFW https://lnkd.in/gruZC3vT Sales In-Home Sales | Farmers Branch https://lnkd.in/gXq2DrrF In-Home Sales | San Antonio https://lnkd.in/grpb5NGF Inside Sales | Farmers Branch https://lnkd.in/gZCHt_uF Outside Sales | Tyler https://lnkd.in/gFvAhUdj Installation Lead Installer | Houston https://lnkd.in/gYPnVS4m 1099 Bath Remodeling Contractor | Houston https://lnkd.in/gaPrwjW3 If someone in your network belongs here, tag them below. #NowHiring #TexasJobs #HomeImprovement #CompanyCulture #DreamManager #ExpoHomeImprovement #Growth #SalesJobs
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Marc Bernstein liked thisMarc Bernstein liked thisThe best financial advice for women who want to win… I asked an Oil Mogul in Miami: -The best financial advice she received throughout her career -What business has made her the most money throughout her career -The secret to sales and how to leverage debt to build wealth Lastly, I asked her if she lost everything, could she make it all back, and what she’s learned from billionaires.
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Marc Bernstein reacted on thisMarc Bernstein reacted on thisWe’re excited to share that the WashU Innovation & Entrepreneurship Hall of Fame is officially launching. This is something we’ve been thinking about for a while at the WashU Skandalaris Center for Interdisciplinary Innovation & Entrepreneurship - how to better recognize the individuals who have helped build and shape the culture of innovation and entrepreneurship at Washington University in St. Louis. Over the years, that has taken many forms: companies started, technologies advanced, students mentored, ecosystems strengthened. The Hall of Fame is a way to recognize those contributions and tell those stories more clearly. Nominations for the inaugural class are now open (March 30 - May 4). If someone comes to mind who reflects this kind of impact, we’d love to see a nomination. The inaugural class will be recognized on November 5, 2026 at 5pm in Holmes Lounge, so mark your calendars! More to come as this takes shape. https://lnkd.in/ggY23dsE Washington University in St. Louis - Olin Business School Washington University McKelvey School of Engineering Washington University School of Medicine in St. Louis Washington University in St. Louis School of LawSkandalaris Center Launches WashU Innovation & Entrepreneurship Hall of Fame - Skandalaris Center for Interdisciplinary Innovation and Entrepreneurship | Washington University in St. Louis WashU Launches Innovation & Entrepreneurship Hall of Fame | Skandalaris CenterSkandalaris Center Launches WashU Innovation & Entrepreneurship Hall of Fame - Skandalaris Center for Interdisciplinary Innovation and Entrepreneurship | Washington University in St. Louis WashU Launches Innovation & Entrepreneurship Hall of Fame | Skandalaris Center
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Marc Bernstein liked thisMarc Bernstein liked thisWhich fighter pilot is most likely to crash? The 50-hour rookie who is trying to earn their wings? The 500-hour pilot a couple years into the journey? Or the 3,000-hour veteran who's been doing this for a decade? It's the 500-hour pilot. Every time. When I investigated crashes in the Air Force, the data was clear. The 50-hour pilot paid attention with every fiber of their being. Survival instinct fully on. The 3,000-hour veteran knew exactly what mattered and when to pay attention. But that 500-hour pilot had learned just enough to stop growing. Putting the plane and their brain on autopilot. Coasting on a false sense of security. That's where most companies are with AI right now. Past the novelty. Past the first wave of excitement. Comfortable enough to think they've figured it out. Tools everywhere. Agents spun up across teams. Content flying out the door. And almost nobody reviewing what AI is actually producing before it ships. This is the 500-hour problem. AI sprawl without governance. Companies scaling usage without scaling oversight. AI pulls from its full conversation context, which means it can surface details or data you never intended to expose. That's a security liability sitting in your workflow today. And the hallucination problem is real, but it's not even the biggest risk. The bigger risk is AI that misleads with total confidence because the guardrails we gave it weren't specific enough. We wrote loose instructions, never stress-tested them, and now trust the output because it sounds authoritative. In flying, the 500-hour pilot doesn't crash because they lost skill. They crash because they stopped questioning whether they were safe. Same thing is happening with AI across the enterprise right now. The question isn't whether your teams are using AI. It's whether anyone is paying attention to what it's doing. I discussed this with Jeff Hopeck on the Interesting Humans podcast where we got into this topic and a lot more. Link: https://lnkd.in/ee3ziazb #AITransformation #EnterpriseAI
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Marc Bernstein reacted on thisMarc Bernstein reacted on thisThis future attorney is headed to court! This summer, I am immensely grateful and excited for the opportunity to intern with the Honorable Nicola H. in Allegheny County Court of Common Pleas' Civil Division. Being able to directly interact with the legal system in this capacity is an honor. A huge thank you to John C. Bogle '51 Fellows in Civic Service at Princeton University for sponsoring for this opportunity.
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Marc Bernstein liked thisMarc Bernstein liked thisShout-out to Shaffer and her commercial cleaning client for sending out a HUGE proposal for $10,290 MRR! This proposal was with a 54,000 sq. ft. school that is dissatisfied with its current cleaning provider and is looking to switch to a new provider for daily cleaning services. #arsenalbg #janitorialindustry #proposalShaffer's Proposal | $10,290 MRR, $123,480 ARR, $617,400 LTVShaffer's Proposal | $10,290 MRR, $123,480 ARR, $617,400 LTV
Experience & Education
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Balto
View Marc’s full experience
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Volunteer Experience
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President of the Board of Directors
St. Louis Women's Chorale
- Present 1 year 8 months
Arts and Culture
Courses
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Behaviorial Modification & Self Management
315
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Business Planning for New Enterprises
424
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Communication Design
436I
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Introduction to Entrepreneurship
421
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Management Communications
201
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Marketing Research
473
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Negotiations
461
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New Product Management
478
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Personality Psychology
353
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Positive Psychology: The Science of Happiness
367
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Pricing
470
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Principles of Marketing
370
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Understanding Emotions
3645
Honors & Awards
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Automation Solution of the Year
CCW Excellence Awards
The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession.
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Dealmaker of the Year
Smart Business
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CCW Next Generation Leader
CCW Excellence Awards
The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession.
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Titan 100
Wifpli
The Titan 100 consists of 100 St. Louis area C-level executives who are recognized as a premier group from both the private and public sectors as Titans of industry who demonstrate exceptional leadership, vision, passion, and influence in their field.
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Clutch Player of the Year
TopOPPS
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Sales Contributor of the Year
TopOPPS
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Winner of the Olin Sustainability Case Competition
Olin Business School
Partnered with an architecture undergraduate to win the $5000 grand prize for the Olin Sustainability Case Competition. Competed in the final round against one team of undergraduate business students and two teams of MBA students to offer recommendations for how Washington University can better incorporate local produce into its dining options.
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