Before startups rush to cargo-cult this model, I want to point out one important thing – Adjust according to your market.
Pilot's customer base probably looks very different than yours. The author says in the article that they are a "startup-focused accounting firm", so for their customer base which is likely startup founders or similar, the experience of talking to a fellow CEO probably "helps to 10x the customer experience" as the article puts it.
On the other hand if you are selling me some software for a boring Enterprise integration, please don't send me calendar invites for a conversation with your CEO, I'd rather get great API docs and integration guides.