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Turbit Podcast, Episode #2: The Human Side of AI – Customer Success in Wind Energy

In the second episode of the Turbit Podcast, CEO Michael Tegtmeier welcomes Andrea Bilbao, Head of Customer Success, to explore how human collaboration and technology intersect in the wind energy sector. With her background in industrial engineering and passion for sustainability, Andrea shares valuable insights on building bridges between AI solutions and real-world implementation.



Beyond Technology: The Power of Collaboration

While AI and technology play crucial roles in optimizing wind operations, Andrea emphasizes that successful implementation depends on effective collaboration among stakeholders:

  • Multiple stakeholders – Operators, asset managers, OEMs, service providers, and now insurers must work together

  • Neutral data-driven insights – Help bridge communication gaps between parties with different interests

  • Trust-building – Technical capability alone isn't enough; relationships matter

The Evolving Role of Customer Success

Customer success in wind energy requires a unique blend of technical understanding and relationship management:

  1. Clear goal alignment – Defining success metrics and desired outcomes from the start

  2. Technical context – Understanding the complex world of wind turbines and operational challenges

  3. Communication facilitation – Helping translate technical insights into action

  4. Trust-building – Creating an environment where data-driven decisions are embraced

"In the beginning, it was challenging to even know that I don't know as much as our customers do, but still enhance the value that I can provide," Andrea reflects on her initial experiences in the industry.

The Ideal Turbit Customer Profile

The most successful wind operators working with Turbit share key characteristics:

  • Forward-thinking – They recognize the industry's changing landscape

  • Risk-aware – They understand that operational risks are rising

  • Adaptable – They're willing to evolve their workflows

  • Curious – They embrace new approaches to problem-solving

Andrea notes that these customers share a recognition that "things need to change if they want to continue, or to remain in the wind energy industry and remain successful."

From Reactive to Proactive Operations

A core challenge in the wind industry is shifting from reactive to proactive approaches:

  • Resource constraints – Limited workforce handling expanding turbine fleets

  • Rising complexity – Modern turbines require sophisticated management

  • Data utilization gap – Valuable information exists but isn't always accessible

  • Maintenance optimization – Moving from emergency repairs to preventive care

"It's a process. We cannot expect that this change of mindset is going to happen from today to tomorrow. It's just about taking those small steps," Andrea explains about guiding customers through this transition.

The Future: AI-Enhanced Human Connections

As AI and automation handle more routine tasks, the human element of customer success evolves:

  • Information becomes less of a barrier – AI systems make data readily available

  • Focus shifts to relationships – Trust, understanding, and collaboration take center stage

  • Personalization deepens – Tailoring approaches to individual customer working styles

  • Efficiency increases – Meetings become more purposeful and value-driven

Michael notes a fundamental shift: "In the future it will be less about information. Information will be a commodity. Or in other words, you can also say IQ. So the basic mathematic intelligence will be less and less important and it will become more and more important—the EQ, the emotional intelligence."

An Industry in Transformation

Andrea takes pride in being part of a changing industry landscape:

  • Increasing gender diversity – Seeing more women enter traditionally male-dominated fields

  • Building a dedicated team – Expanding customer success capabilities at Turbit

  • Creating new collaboration models – Including insurers in the wind energy ecosystem

"I'm very happy to be taking the first steps towards creating a team here at Customer Success," Andrea shares. "I'm also quite proud of being part of this increasing female presence in the industry."

Listen to the full episode to discover more about the human side of AI implementation and how customer success is powering renewable innovation:

 
 
 

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The AI operating system for renewables

Turbit is an operating system for live wind park AI monitoring. We give operators and asset managers the tools to act as early as possible on abnormal wind turbine behavior patterns regardless of the model and manufacturer. This enables organizations to reap a multitude of benefits, including a massive reduction of operation and maintenance complexity and costs, optimizing power output, asset health, and downtime. Turbit's AI continuously is improving with a growing customer base and failure database. Failure modes and solutions are automatically predicted by AI leading to high scalability and accuracy. Turbit is backed by Vinci Venture Capital to build a next-generation operating system for renewables. 

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