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Sales, and Matt Hobbs, Cloud Engineering and Data Analytics Platform Leader and Partner at PwC US. Together, they explore how companies can stop overpaying for cloud and instead fund AI innovation by shifting spend from legacy and suboptimal cloud deployments into modern architectures, multi-cloud strategies, and enterprise-grade AI capabilities that actually move the needle on growth, margin, and new business models.Smarter Cloud, Bigger AIThe Big Themes:Built to Cost Less: Oracle entered the cloud market later and designed OCI from the “bare metal up” with off-box virtualization, a low-latency non-blocking network, and significantly lower egress pricing. That means Oracle's own cost to deliver infrastructure is structurally lower, so they don't need to “race to zero” with margin-crushing discounts. When customers compare OCI run-rates to first-generation hyperscalers, it's common to see 40–70% savings at list-to-net, not just in special deals.Turning Technical Debt Into Innovation Budget: Hobbs notes that roughly 40% of internal tech budgets are often tied up in technical debt rather than innovation. PwC sees executives searching for ways to unlock capital for AI and growth initiatives, not just trim expenses. Its “Fit for Growth” program looks at where money is tied up in non-differentiating costs (cloud infrastructure being one of the biggest line items) and reallocates that spend into value-creating initiatives. When PwC runs side-by-side economics, they've seen OCI's promised 40–70% savings show up in real deals.OCI + PwC: budget creation meets execution: The Oracle–PwC collaboration stands out, the guests argue, because both sides are relentlessly focused on the client outcome rather than maximizing any one platform. PwC validates OCI's economics and brings the talent to design and execute migrations, process re-invention, and agentic AI programs; Oracle brings a cost-efficient, multi-cloud-friendly infrastructure designed for price-performance and portability.The Big Quote: “You can burn a lot of money chasing ghosts in this game if you really don't have a very specific use case." Visit Cloud Wars for more.

Charu Roy, Chief Product Officer at Enlil, shares her extensive journey in the software industry, which began in the late 1980s and evolved into her leadership role in medtech. Charu discusses her role at Enlil, where she oversees the development of an AI-powered platform to enhance medical device lifecycle management. She emphasizes the importance of understanding customer needs, fostering team potential, and ensuring cybersecurity in medtech software solutions. With profound insights on her career growth, leadership style, and the technological advancements propelling the industry forward, Charu's story is an inspiring tale of innovation and dedication to improving lives.  Guest links: https://enlil.com/ |  https://www.linkedin.com/company/enlil-inc/ Charity supported: ASPCA Interested in being a guest on the show or have feedback to share? Email us at theleadingdifference@velentium.com.  PRODUCTION CREDITS Host & Editor: Lindsey Dinneen Producer: Velentium Medical   EPISODE TRANSCRIPT Episode 069 - Charu Roy [00:00:00] Lindsey Dinneen: Hi, I'm Lindsey and I'm talking with MedTech industry leaders on how they change lives for a better world. [00:00:09] Diane Bouis: The inventions and technologies are fascinating and so are the people who work with them. [00:00:15] Frank Jaskulke: There was a period of time where I realized, fundamentally, my job was to go hang out with really smart people that are saving lives and then do work that would help them save more lives. [00:00:28] Diane Bouis: I got into the business to save lives and it is incredibly motivating to work with people who are in that same business, saving or improving lives. [00:00:38] Duane Mancini: What better industry than where I get to wake up every day and just save people's lives. [00:00:42] Lindsey Dinneen: These are extraordinary people doing extraordinary work, and this is The Leading Difference. Hello and welcome back to another episode of The Leading Difference podcast. I'm your host Lindsey, and today I'm absolutely delighted to introduce you to Charu Roy. Charu is the Chief Product Officer at Enlil, where she leads product strategy, vision, and execution for the company's AI powered medtech development platform. With over two decades of experience building and scaling enterprise software products, Charu brings deep industry expertise in product management, user-centered design, and go to market leadership. Before Enlil, she held senior product roles at industry leaders, including Epicor, Oracle, I-2 Technologies slash Aspect Development, HP and Agile Software, where she drove software innovation across enterprise cloud SaaS and data driven solutions. Known for her ability to align customer needs with business strategy, she is passionate about delivering products that transform complex industries and enable measurable impact. Well, welcome, Charu, to the conversation today. I'm so excited to be speaking with you. [00:01:54] Charu Roy: Thank you so much for having me. I'm very really excited about being here on this podcast. [00:02:00] Lindsey Dinneen: Oh, awesome. Yeah. Well, I would love, if you wouldn't mind starting off by sharing a little bit about yourself, your background, and what led you to medtech. [00:02:10] Charu Roy: Sure. As every other sort of person who gets into the software world, I came in a while back in 1987 to 89, where I did Master's in Computer Science at University of Louisiana. That was my first introduction to America, really. And computer science brought me to the Bay Area where I worked at HP, Hewlett Packard. In those days, it was called Scientific Instruments Division in Palo Alto. And there I programmed robotic hands to, to sort of move that, the vial from samples, drug samples from athletes so that they could get tested for drugs. So, I didn't know the importance of all this. It was my first job. I enjoyed myself seven years, you know, software programming, really, and understood how a large company works. And then slowly I started getting a little bored. So I went on to my next startup and was involved in the same kind of principles that drive things today. So I just sort of built my way up. In terms of the software, I joined different groups, ran consulting services, ran engineering, and sort of worked myself up through the ranks and into sort of more decision making capabilities, and you know, continued to join companies and learn new things and leave them for some better opportunities. So I moved from Hewlett Packard to a startup that was called Aspect Development, which got sold to I-2 Technologies for $9.3 billion in those days. So, you know, I went through that acquisition, trying to understand the market, what kind of software triggers buying, you know-- so sort of just the software aspects of how to sell software, how to develop software, how to deploy it. So in general, I was learning all of the ropes until I came to Agile PLM, which is a company which, very popular company which made it very sort of easy to deploy software, especially software called Product Lifecycle Management. So I was -- here, I was in and out of companies, learning and understanding the world of software until I fell into med device companies being my customers. So med device being our customers meant, you know, a lot more strictness, a lot more process, with the software itself. So here I was trying to now go through those kind of features, trying to understand what med device needed when they were building products. So, from Agile, I went to Conformia. Again, it was the same, it was regulatory product for wine, spirits and pharma --very adjacent to med device. But again, it was the same thing about how to be provide, how to provide a traceable platform where our customers can trace there, the make of the wine or make of the spirit, or make of a pharma drug or make off of med device. All the principles underlying it are the same because it's a regulated product at the end of the day, but so that's how I kind of fell into it, and I enjoyed every bit of that until I got acquired by Oracle. And so I continued at Oracle doing the same thing over and over again; rebuilt the same products again at Oracle in the clouds, and I was managing the old Agile products. So it's an interesting journey where I was, you know, started off as a software programmer. And I didn't know anything about, you know, the use cases until the time I sort of joined Oracle and understood my customers better. And that's how I came in there. And of course I was at Epicor and finally I made my way to Enlil, which is a very small company, and I'm doing the same thing again. It's just with a different set of customers, very small to medium sized companies. So that's how my career sort of spanned 30 years. [00:06:11] Lindsey Dinneen: Wow. Oh my goodness. Well, there is so much to dive into all of that. Thank you for sharing. It's so cool to hear about all of the winding paths that lead us to maybe, you know, where we're meant to be in, in any given season. And yeah, I just love learning about it. So, okay. So I'm curious, you know, way back when did you like growing up, did you always have an interest in computers and computer science? Is this something you knew you wanted to get into? [00:06:40] Charu Roy: Not at all, actually it was a suggestion, and in those days, parents kind of suggested that you be a engineer or a doctor or a chartered accountant. The choices were very limited. And so my father said, "you will do computer science." And I said, "okay." And there I was and there was no, no sort of emotional attachment to any of those professions. And, I liked it well enough to continue, and I found it was easy enough to understand the principles and work at it. So yeah, there was no-- you know, in these days I think kids are training themselves like by seven or eight to program. And I'm seeing, you know, machine language I mean AI, ML, LLMs being taught to seven year olds and sort of trying to shape them, but in those days it was just some very simple choices, I guess. So, yeah, not a very romantic story. I was never programming younger in my younger days, but I think you know, compared to all the choices youngsters have these days, but just fell into it. [00:07:44] Lindsey Dinneen: Sure. Oh, how fun. You know, even though, yes, it was somewhat prescribed for you, at least originally, and I'm so glad that you fell in love and it ended up being a happy place for you because... [00:07:57] Charu Roy: Yeah, and I think I fell in love with the customer, how customers reacted to the software. I didn't fall in love with the software delivery process or anything else, but it was just the way customers said, "oh, I like that. It's gonna make it easier for me to do something. I'm having a tough time tracking it on paper. I just hate it what I'm doing right now, and your software will help." So I think that's a part that makes me feel really pleased that okay it's going into some good hands and it's going to be used. [00:08:30] Lindsey Dinneen: Yes, by people who really appreciate and value what you can contribute, what maybe comes --at this point, I guess-- naturally to you. And so it's, you're able to translate somebody's ideas or dreams into a really tangible solution. [00:08:48] Charu Roy: Yeah. And in fact, somebody's pain points, like they're really sort of, trying their best to use little resources they might have, wasting a lot of time on either tracking something on paper or in emails. And I think those are the kind of pain points that I really like to understand and say, "Hey, will the software help really help your day to day life? Will it make it easier to find things?" I think that's where I find my sort of biggest thrill of when a customer says, "Yes, you shaved off three hours of my time by giving me this efficient system." [00:09:26] Lindsey Dinneen: Nice. Yeah. Oh my goodness. Yes , and the products that you're making are indeed life impacting and make a difference. And that is rewarding because you know that the work you --do all work is important, but it's really fun when you get to know personally the impact that you get to have. [00:09:45] Charu Roy: Right, right. [00:09:46] Lindsey Dinneen: Yeah. Yeah. So, okay, so I'm, I'd love to dive in a little bit more to your current company and role and learn about that, and how you're helping, you're still helping people you know, win through this. [00:10:00] Charu Roy: So, yes, absolutely. Enlil is part of Shifamed, the portfolio. Shifamed invests in med device devices typically, so ophthalmology devices or cardio devices. Enlil came about as an enterprise software company within the portfolio because they realized that they needed some software to throw all their data into, right? So they had early designs, prototype data. They might have had some user requirements, what kind of standards they might have to follow. So all those were floating about, again, in emails and paper. Enlil came in saying that we can store this data more successfully, more cleanly in a structured fashion so that our users can find that data. And this becomes really important as the med device company moves on and tries to apply for regulatory approval at that time, they need all that history and the data behind the device. And they wanna be able to find it easily and present it to auditors. So, Enlil's a structured way of describing all the data that the customer has and being able to find it easily and then run their audits using the data. So it's a very crucial part of their lifecycle, their product lifecycle. And so it's really important for us to be secure, reliable, available, 24/7. All of that applies to us and basically defines how they go about driving their product lifecycle. [00:11:34] Lindsey Dinneen: Yeah. Well, and you know, one thing that stood out to me when you were talking about that was of course the security aspect. And as we all know, we're, we're probably much more so than in the past, hyper aware of the critical need for cybersecurity and the role it plays specifically in medical device technology. And I'm curious if you could speak a little bit more to that particular element. [00:11:55] Charu Roy: Yeah, we have a lot of layers of security, you know, right from the folks who are accessing the software. The software is hosted in a well-known, reputable cloud service environment. So apart from them providing us cybersecurity and access control and everything else, we have another set of layers on top of that. So our users are vetted and they all have a password. People can be invited and not just sort of show up. So, there's a lot of control of what they can see and can do. Every button sort of, you know, has a role behind it or a layer of control. So not everyone can do everything and press any and all buttons. So, security is at many levels. And we also have a lot of audit trails, e-signatures, and so on. So everything is done to protect the data, and audits are run regularly by them and by us to make sure that nobody who's supposed to be, you know, people who are not supposed to see the data, don't see the data. [00:13:01] Lindsey Dinneen: Yeah. Excellent. Yeah, I know that's just something that is, should be at least, on the forefront, especially of startups' minds as they're thinking about this and working towards having a really secure device. So it sounds like you've built in all of that safeguarding really well and really intentionally. So, so, okay, so I know that -- well, there's a few things that really stood out to me on your LinkedIn profile, and I'm just curious if we could dive into a couple things. One was, I love how you said that you're "passionate about teams and people delivering to their full potential," and I was wondering if you could speak a little bit more to that. [00:13:42] Charu Roy: Yeah, so, you know, along the years I've noticed that people in my team, the team members, they're there, they're working hard, but I do like to understand what's making them tick, what might they be wanting to do, which they haven't got gotten to do yet. Can we unlock some potential, some skill, some talent? And I think that comes about by sort of just talking about it , trying to give them openings about, "Hey, look, I've got this cool project or this cool feature. Any thoughts on that?" Just to understand, are they happy doing what they're doing, or is there something more they could do? And so I think that human touch, you know, is -- it was given to me, or at least it was taught to me by some mentors along the way. And I think that's a part that I really like to explore and see how can teams do better, not just in a numbers, not just turnaround features and releases on time, but are they happy doing it? Did they contribute something meaningful along the way? Did they feel they grew in the process? Did they feel they were recognized for some new responsibilities that they may not have stepped up for in some other companies? So that's a feeling I'm trying to always give them and sort of hoping that we contribute to their growth, not just the company and the bottom line. [00:15:02] Lindsey Dinneen: Yeah, that's critical and key,, and really speaks to who you are as a leader. And I'm actually very curious, you know, you mentioned earlier having kind of worked your way up at HP and then, you know, that may be opening some doors for you for of course, your future opportunities, and I'm curious, what has your own leadership journey looked like? Has, does leadership come naturally to you? Have you spent a lot of, you know, time and resources, whatever, developing those skill sets or how did that work for you? [00:15:29] Charu Roy: I think I was thrown into the deep end of the pool several times, you know, like, so I kicked into the pool, so to learn to swim. So similarly I was made to take on responsibility pretty much the very beginning. So I kind of knew that there were certain things expected that I should be doing, can be doing and then this introspection saying that, did I give the right amount of energy to that particular responsibility and did I do well? So just a lot of introspection and being able to understand, did I do well as a leader? But I've been honing it, honing skills. I mean, nothing out of an MBA school, nothing out of, you know, college that helped me. I think it was just about pure interest in psychology, pure interest in humans, you know, just being able to connect and how did I make them feel? How did they make me feel in those interactions? And is that, was that good? Was there something we could do to incorporate more people to get that feeling of ownership or anything? So it wasn't a, you know, by rote or something that I learned in a school. It was more of just sort of. Being thrown into situations where I had to come out of it somewhat gracefully and some somewhat feeling like I had also learned along the way. [00:16:46] Lindsey Dinneen: Yeah. Yeah, that, that's wonderful and incredible. And I think, you know, you mentioned learning along the way, and one thing also that stood out to me was, the recommendations on your profiles are so lovely for you. And two things stood out: they, one thing was somebody mentioned you're always learning, which is a gift in and of itself. And then the other thing was you're always letting others succeed. And that's such a beautiful gift and I'm wondering if you could talk more about both of those as well. [00:17:16] Charu Roy: Yeah, I think it's not about just me being sort of the boss and being able to tell people what to do, though I think success comes from enabling or encouraging the teams to again contribute without any barriers, any levels, or politics. I love the fact that we are in a small company, and I can say safely that, you know, politics --in larger companies there are politics. People are always trying to sort of be showing that they are very valuable. But in a small startup, it's very quickly apparent that there are certain valuable players there and startups, everybody is valuable, right? So I think being able to encourage the team members to do what they think is best for the problem to solve it. And of course, there are reasons why you can't sometimes accept the solution, but the fact that they're thinking about it and the fact they're able to openly express their opinions and say, "No, you're wrong, Charu." I think this is the way to do it. I love that. I think, somebody disagrees with me in a meeting, I just think that's the best thing that could have happened as a style of management. Because I'm not, you know, insecure in that sense. I don't sulk afterwards. I have had bosses and so on who don't like that kind of, you know, disagreements in public. And I think that's a part where I beg to differ, and I want to have people say what they think, what are they feeling, what are the problems, really the truth, and fix it, really. So I think it's less waste of a time when people are honest, and get to the point, and we are able to solve it together rather than hide behind, you know, facades, I guess. [00:19:01] Lindsey Dinneen: Yeah, that's beautiful. And yeah, I've often said for me personally, that, you know, more heads are better than one. I mean, I could have a, an opinion on whatever it is that we're talking about, but really, until we collaborate and start sharing those ideas and those thoughts and opinions , all of a sudden those kinds of sparks happen where, you know, you start with one thing and then it, and then somebody else catches that and they take it even to the next level and it just keeps going. And it's so cool to see the creativity and problem solving and innovation that comes from allowing those conversations. [00:19:36] Charu Roy: Yes, exactly. Creativity and innovation. You've said it so well. That comes with smart people being in the same room, arguing, not agreeing, and then something comes out of that, right? I mean, either your thoughts get clearer because you've seen every side of the coin and you're able to say, "Okay, I know the pros and cons and we can go this way, knowing the full effect of what we are going to do." So I think surrounding myself with smart people who have varied opinions, I think that's a beauty and a blessing really. [00:20:12] Lindsey Dinneen: Yes it is, and you've nailed it with varying opinions. You know, it's easy to get yourself into a situation-- and not necessarily intentionally-- but just it's easy to give into a situation where you've surrounded yourself with people who all kind of have the same opinions on things. And so inviting those conversations to take place that might be difficult, might be challenging, might be frustrating at times, but allowing for that and being open to other points of view and experience. I mean, that's the beauty of a really good collaborative environment is all of those varying opinions that don't necessarily match yours. [00:20:50] Charu Roy: Yes, exactly. Exactly. [00:20:52] Lindsey Dinneen: Yeah. Yeah. So, okay, so looking back, could 10-year-old you have ever imagined where you'd end up today? [00:21:00] Charu Roy: No, absolutely not. I thought I wanted to be a doctor or something vague. 10-year-old me was climbing trees and eating guavas off the trees in Delhi. So it was really crazy childhood. And you know, it wasn't filled with studies and rules and stuff. So I think coming to this, a country when I was young, being able to absorb everything, the culture, the of course the education itself and being able to sort of grow within the companies that I joined, i, I think that was the journey that I was sort of a pointing more towards rather than the childhood me. The childhood me was horrible, I think. [00:21:46] Lindsey Dinneen: Oh man. Honest reflection right there. That's awesome. Yeah, okay. Are there any moments that really stand out to you, perhaps with your current position or, you know, something in your past where you really thought, "Wow, what I'm doing makes a difference. I am in the right industry, at the right time, in the right place." [00:22:07] Charu Roy: I think it's the technology now that, you know, speaking from a technical viewpoint of shipping software, meaning full software, more easily, the time is now. I feel that the culmination of everything I've learned about pain points and users and customers, all of that's culminating in in the product that I'm managing right now, using new technologies, having the right technologies to choose from and being able to propel that software forward to our users. I feel that, "Wow, what a time to be a product officer really, when we have so many choices and being able to be able to apply that to real world problems and real pain points." I had the same pain points 20 years ago, even 30 years ago, but we couldn't do much. We had to, you know, write painful programs. We had to write database queries and, you know, things like that. It was quite painful, I would say. And then now to see all the tools where we can create things overnight and be able to ship it to customers, just hitting the nail on the head. We had to experiment a lot in the old days but I think the time now is is really special. We are on an sort of an industrial revolution or a computer science revolution here with the AI, MML, the LLMs, being able to do so much with probably less resources than before. So. [00:23:39] Lindsey Dinneen: Yeah. So seeing the impact of the work and getting to not have it be so painful. [00:23:45] Charu Roy: Yes. It used be very painful and now I'm thinking, I think we're at the right time, right place now with this product. And it's not just about the products. It's the kind of help we are getting as software professionals to help deliver software and support our users. I think that's really special and I, we are still learning, we're still trying to understand all the technologies that are available to us and how can we make our lives easier and our customers feel that we've solved some problems for them. [00:24:14] Lindsey Dinneen: Yeah, absolutely. And I think that there's just, it is really wonderful again-- just to, to circle back to this kind of been a running theme of getting to be able to experience for the end user or with the end user, that moment of, "Oh wow, I needed this is so helpful and it's gonna make a difference." [00:24:36] Charu Roy: Yeah. I remember in my past, same sort of software tracking wine being made. And that software was pretty cool. It, it used to track where the wine sat and which barrel for how long. And so the pleasure of talking to wine makers, and being able to show them how the software track the progress of the wine and being able to print out a label at the very end for them, saying that "this wine sat in these bottles or these barrels for a while," and that technology application for a simple, naive user, I thought that was it. That was the, you know, the culmination of all the learnings that I had over the years to be able to explain the software so easily to a end user who might be a distiller or a winemaker or somebody, a farmer. I thought that was pretty cool. And that since then, of course, technology has changed, but I think we're beginning to see the effect on a naive user, which we couldn't do, you know, 30 years ago. [00:25:37] Lindsey Dinneen: Yeah, absolutely. Oh my goodness. That is, it is so cool. And I love the work you're doing and just learning all about your history so far and just exciting to see where it's gonna end up too, and as you continue along your career path, but pivoting the conversation a little bit just for fun. Imagine that you were to be offered a million dollars to teach a masterclass on anything you want, could be within your area of expertise, it doesn't have to be. What would you choose to teach? [00:26:06] Charu Roy: I would probably think about teaching psychology of the individual. I don't have a PhD or a even basic courses in psychology, but I just love the fact that, you know, you can apply psychology, figure out how a user might or somebody might react to something that you say, do, think so I, if it was a master class and I'd be teaching you know, teaching more about life interactions, you know, ordinary interactions. How can they be made more meaningful, more fruitful, using psychological tricks or phrases? I don't know all of those things, but I would really think that I could teach that based on, you know, facial expressions, body mannerisms, or body-- what do they call it, sort of, you know, criminal stories. They read your mind based on certain mannerisms of flutter viol. So yes, psychology is a masterclass I would teach, but more applied to daily interactions, maybe work situations and being able to use psychology better to improve your own work relationships with people and even just general interactions. Yeah, so that would be my attempt at being a psychologist and eventually be a criminal psychologist. [00:27:28] Lindsey Dinneen: Yes. Oh my goodness. That would be so interesting. Yeah, I love that idea. And the masterclass sounds fabulous, so I'm signing up whenever you do it. [00:27:37] Charu Roy: Okay, I'll go get my degrees for it then. [00:27:40] Lindsey Dinneen: Right, right, right. Yeah. Ah, details. Awesome. How do you wish to be remembered after you leave this world? [00:27:50] Charu Roy: This is something that I've always felt deeply about. It's not what you say or what you do, it's how you make people feel, that Maya Angelo said that this much nicer than what I'm saying, but and I've had a few people say this to me, saying that, "We worked together 30 years ago, but that day you made me feel good." And I don't even remember what I said, what I did, but the fact that they remember me for what I made them feel. The fact that somebody also told me that they "don't avoid me when I'm walking up to them because, because I make them feel like things are okay, things are good, however bad the problem is." So they say that with other people they would duck and, you know, go away in the opposite direction. But with me they're waiting for me to come up to them. I'd like to continue that, that feeling that somebody feels like, "Hey, you are coming up to them and you just make them feel good in some fashion." Nothing else. I think that feeling, if I could evoke in people, they say, "Oh yeah, she made me feel good that day. I don't know what she said, but she made me feel good." That's enough. [00:29:01] Lindsey Dinneen: Yeah, that, yes, that is more than enough. What a beautiful legacy. Yeah, and then final question, what is one thing that makes you smile every time you see or think about it? [00:29:15] Charu Roy: I think my dogs smile. I would say he's got missing teeth and so when he looks at me when I first come, you know, come back home and he is smiling almost, and he is sniffling and, you know, trying to sneeze and smile at the same time. Oh my God, what kind of a character dog this is? So that makes me smile and laugh the whole time, especially the missing teeth. Poor thing. He doesn't understand that his teeth are missing because of me, and yet he's smiling at me, so. [00:29:50] Lindsey Dinneen: That is so sweet and cute. Oh my goodness. I love, I know somebody at one point said, "You know, dogs don't actually smile." I don't believe them. They smile. [00:30:00] Charu Roy: They smile and they choke while they smile because my dog has a small nose, I guess. So he chokes when he smiles, and so he is choking, and he is smiling, and this missing teeth there. I was like, "Oh my God." [00:30:16] Lindsey Dinneen: Oh my goodness. Yes. I mean, that would just I, yes, I can just sort of picture this. I love, love dogs and so I'm just picturing this and I, that would bring me joy every single day, definitely. Excellent. Well, this has been such a wonderful time spent with you today. Thank you for sharing your stories and your journey and your advice, and I really appreciate some of those in particular, your leadership advice, and the impact that you can have as a leader, inviting the collaboration, having conversations that encourage people to have varying opinions and maybe outright disagree with you. I love what you're wanting to, you know, wanting your legacy to be, and so that's how you're intentionally showing up in the world. And so I just wanna thank you so, so very much for being here. We're really grateful to have you. [00:31:10] Charu Roy: Thank you, and thank you so much for your intelligent questions and insightful questions that go above and beyond just you know, a company and it's gold. It's there, there's something so human about your questions-- and I love when I'm like, "Oh my goodness, this is so, so interesting to see in this day and age, somebody taking the time to ask such questions" and I really appreciate you for that. [00:31:36] Lindsey Dinneen: Oh, thank you. Well, I really appreciate that feedback too, because it's, you know, you come up with an idea-- speaking of sometimes echo chambers, you come up with an idea and you think, "Oh, this is how I'd like to go about this, but does it resonate with somebody else?" So that's delightful to hear. [00:31:51] Charu Roy: Fantastic, thank you, thank you for having me. [00:31:54] Lindsey Dinneen: And we're so honored to be making a donation on your behalf as a thank you for your time today to the American Society for the Prevention of Cruelty to Animals, which is dedicated to preventing animal cruelty in the United States. So thank you for choosing that organization to support Thank you so much, and gosh, I just wish you the most continued success as you work to change lives for a better world. And to all of our listeners for tuning in, I wanna thank you for being here as well. And if you're feeling as inspired as I am right now, I'd love it if you'd share this episode with a colleague or two, and we'll catch you next time. [00:32:31] Charu Roy: Thank you. [00:32:32] Dan Purvis: The Leading Difference is brought to you by Velentium Medical. Velentium Medical is a full service CDMO, serving medtech clients worldwide to securely design, manufacture, and test class two and class three medical devices. Velentium Medical's four units include research and development-- pairing electronic and mechanical design, embedded firmware, mobile app development, and cloud systems with the human factor studies and systems engineering necessary to streamline medical device regulatory approval; contract manufacturing-- building medical products at the prototype, clinical, and commercial levels in the US, as well as in low cost regions in 1345 certified and FDA registered Class VII clean rooms; cybersecurity-- generating the 12 cybersecurity design artifacts required for FDA submission; and automated test systems, assuring that every device produced is exactly the same as the device that was approved. Visit VelentiumMedical.com to explore how we can work together to change lives for a better world.

Join Dr. Nicki Morley as she sits down with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance, to explore how the company is redefining customer experience through innovation, digital transformation, and the thoughtful use of AI. Discover how empathy, clear communication, and a relentless focus on customer needs are driving their journey, from revitalising the brand and launching service innovations to empowering employees with new tools and training. Tune in for practical examples, lessons learned, and advice for responsibly embracing AI, while keeping the human touch at the heart of insurance. Hosted on Acast. See acast.com/privacy for more information.

Meet Karthik Balachander, Lead Generation Director at Agendrix, an HR software built for deskless teams in restaurants, hospitality, retail, clinics, and more. He shares how Agendrix simplifies shift scheduling, time tracking, payroll prep, and two-way team communication—complete with offline clock-ins and peer recognition "high fives." Karthik breaks down their growth engine: strong word of mouth in Quebec, SEO-driven content like templates and calculators, and a transparent, self-serve website with a 21-day free trial. We dig into website-to-product continuity, premium design that builds trust, and the thorny challenge of multi-channel attribution amid evolving privacy norms. Actionable takeaways for marketers leading PLG funnels and content programs across multilingual markets.   

Episode web page:  ----------------------- Episode summary: In this episode of Insights Unlocked, Nathan Isaacs talks with marketing powerhouse Bill Macaitis—former CMO of Slack, Zendesk, and Salesforce—about how B2B companies can scale efficiently by prioritizing customer experience, building authentic brands, and embracing new go-to-market models. Bill shares lessons from his career and dives into the importance of customer-centric cultures, long-term thinking, and the strategic use of AI in modern marketing. What you'll learn in this episode: Why capital-efficient growth beats “growth at all costs”—and how to build it The playbook for operationalizing customer centricity in a B2B environment How to align teams across marketing, product, and sales with shared metrics What most companies get wrong about attribution models How AI can empower marketers—without replacing them The secret to building a B2B brand people actually love (and talk about) Tips for individual contributors to challenge legacy playbooks and advocate for change About the guest: Bill Macaitis is an executive advisor and board member who has led marketing at some of the most iconic names in SaaS, including Slack, Zendesk, and Salesforce. Known for his customer-first approach and bold brand vision, Bill now advises AI startups on how to build scalable, loved companies from the ground up. Resources & Links: Bill Macaitis on LinkedIn (https://www.linkedin.com/in/bmacaitis/) SaaS CMO Pro website (https://www.saascmopro.com/) SaaS CMO Pro newsletter (https://saascmopro.substack.com/) Bill's YouTube videos (https://www.youtube.com/@SaaSCMOPro/videos) Nathan Isaacs on LinkedIn (https://www.linkedin.com/in/nathanisaacs/) Learn more about Insights Unlocked: https://www.usertesting.com/podcast

What does it take to truly win the hearts and minds of healthcare professionals in an increasingly complex industry? In this week's podcast, Stewart Gandolf sits down with Ajoy Mahtab, Founder and Partner at Strategility Consulting, to explore how genuine curiosity, empathy and purpose can transform healthcare sales and marketing.

This episode is available in audio format on our Let's Talk Loyalty podcast and in video format on www.Loyalty.TV.Join us as we chat with Mel Grafton, Head of Digital and CRM at SHEIKE about launching SHEIKE Society , the brand's first-ever loyalty program.Discover how putting the customer first, creating memorable experiences, and fostering a strong community can transform loyalty in retail. Mel shares insights from her 20-year journey across fashion, beauty, and e-commerce, and how determination and collaboration made Chic Society a reality in just 9 months.Hosted by Carly Neubauer Show Notes:1) Mel Grafton2) SHEIKE3) SHEIKE Society4) Book recommendation: The Five Dysfunctions of a Team

In this episode of Sales and Cigars, Walter interviews Laura Patterson, founder of Vision Edge Marketing, as they discuss the evolving landscape of search and the importance of being customer-centric in today's market. Laura shares insights into her entrepreneurial journey, emphasizing the significance of understanding customer value and creating effective growth strategies. She also recounts a memorable story about her grandfather that underlines the importance of knowing your target audience. This episode is packed with valuable tips on aligning sales and marketing efforts, serving clients effectively, and navigating the complexities of B2B sales. Tune in for a deep dive into strategic marketing and customer-centric growth, and enjoy a fun conversation with plenty of golden nuggets. Don't miss out! 00:00 The Evolution of Customer-Centric Sales 00:59 Introduction to Laura Patterson and Vision Edge Marketing 02:21 Laura's Journey to Entrepreneurship 04:52 Navigating Challenges and Building a Customer-Centric Culture 07:33 The Importance of Customer-Centric Strategies in B2B 20:26 Transparency and Data-Driven Insights 22:26 Grandfather's Fishing Tradition 24:06 Fishing as a Metaphor for Business 25:07 Understanding Your Customer 26:12 Leveraging Data for Business Insights 29:45 Importance of Clear Positioning and Messaging 31:48 Ideal Clients and How to Reach Them 36:21 Personal Stories and Reflections 39:39 Concluding Thoughts and Farewell  

Kevin Perlmutter is the Chief Strategist and Founder of Limbic Brand Evolution, a brand strategy and neuromarketing consultancy that puts emotional insight at the center of how brands attract and retain customers. He's also the author of BRAND DESIRE: Spark Customer Interest Using Emotional Insights. Kevin works with business and brand leaders to create stronger connections between their brand and the people they want to reach, serving as a behavioral science-rooted brand consultant and customer-centricity work session facilitator. He guides the development of more effective methods for brand evolution and customer engagement.In today's episode of Smashing the Plateau, you will learn how emotional insight can transform your brand and why understanding what motivates your customers leads to authentic, lasting success.Kevin and I discuss:What led Kevin to start his own consultancy [02:25]The bold steps and challenges of launching with no clients [03:52]Aligning values in business and choosing the right clients [06:26]Why persuasion-based brand strategy is outdated [08:03]The concept of shared emotional motivation [12:00]How customer feedback shaped a client's unique brand identity [11:05]Why emotional benefits drive brand loyalty [14:00]The impact of current global challenges on brand decision-making [15:00]How leading brands like Ben & Jerry's maintain values and spark loyalty [18:12]The value of community in business growth [19:42]Advice for corporate refugees on leveraging their network and feedback [21:03]The importance of listening to others to define your value [21:58]Learn more about Kevin at:https://www.BrandDesireBook.com/https://www.linkedin.com/in/kevinperlmutter/https://www.LimbicBrandEvolution.com/Thank you to our sponsor:The Smashing the Plateau CommunityReady for more? Sign up now to unlock concise, actionable strategy tips from our podcast—your journey to success is just one click away!

How do top product leaders turn customer insights into game-changing innovations? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Medallia Chief Product Officer Simonetta Turek reveals how great product teams transform customer experience. Drawing from her extensive global leadership experience, Simonetta shares breakthrough insights on building innovative teams, navigating complex technological landscapes, and creating a mission-driven culture that drives breakthrough products.

Episode Show NotesSummaryIn this episode, Dr. Chris Brown sits down with customer experience pioneer Annette Franz, author of Customer Understanding, Built to Win, and her latest book, Employee Understanding. Annette shares her journey from JD Power to becoming one of the leading voices on connecting employee experience, customer experience, and business outcomes. Together they explore the blind spots leaders have around culture, the three-pillar framework for employee understanding, and why listening—not surveys alone—is the foundation of sustainable success.From the “Sunday Scaries Test” to the dangers of gaming metrics like NPS, this conversation is packed with practical insights for leaders who want to design people-centric cultures that drive performance.Key TakeawaysEmployee experience is business critical: Without empowered employees, customer experience and business outcomes suffer.Culture is the shadow of the leader: Leaders shape or allow the culture—there is no middle ground.Three-pillar framework: Culture alignment, employee insights, and leadership empathy are the keys to designing great workplaces.Beware of “lipstick on a pig” fixes: Solve root causes, not symptoms, through service blueprinting and systemic problem-solving.Metrics can mislead: Chasing scores like NPS often backfires; focus on genuine experience improvements.Listen beyond surveys: Stay interviews, roundtables, and employee advisory boards are underused but powerful tools.Modernize or fossilize: Leaders must evolve their practices—or risk irrelevance.Memorable Sound Bites“You get the culture you design—or the one you allow.”“Culture is truly the shadow of the leader.”“Stop asking in exit interviews why people left. Ask in stay interviews why they're still here.”“When leaders beg for scores, you're moving the metric—not the experience.”“If employees feel unsafe to speak up, all you'll hear is crickets.”“Modernize or fossilize—that's the choice facing today's CEOs.”Chapters00:00 – Introduction: Annette's early career at JD Power and the origins of her CX journey.03:00 – Employee Blind Spots: Why leaders still struggle to connect employee experience with business performance.05:40 – The Sunday Scaries Test: How workplace culture impacts employees before Monday even begins.07:15 – Culture & Leadership: Why culture rests squarely on the shoulders of leaders.11:40 – The Three Pillars: Culture alignment, employee insights, and empathy in action.16:20 – Personas & Empathy: Bringing customers and employees to life inside organizations.21:30 – Connecting to Business Outcomes: Linking journey mapping and feedback to measurable ROI.27:20 – Goodhart's Law & Metrics: How chasing numbers distorts reality.31:20 – Yes Madam Case Study: What not to do with employee feedback.35:20 – Lipstick on a Pig: Why surface fixes fail without root cause analysis.37:50 – Listening Beyond Surveys: Stay interviews, listening tours, and employee advisory boards.42:00 – Modernize or Fossilize: Annette's open letter to CEOs.43:30 – AI & Human Connection: Where technology fits—and where it doesn't.46:40 – Delta Airlines Example: A model of connecting culture, employees, and customers.48:30 – Closing Thoughts: Where to find Annette's work and resources.

เปิดพอดแคสต์เอพิโสดนี้ใน YouTube เพื่อประสบการณ์การรับชมที่ดีที่สุด ประกันติดโล่ โดยเงินติดล้อ จาก Leader สินเชื่อจำนำทะเบียนรถ สู่ Game Changer ธุรกิจนายหน้าประกัน หัวใจของ เงินติดล้อ คือแนวคิด Customer Centric ที่ยึดผู้บริโภคเป็นศูนย์กลางมาตลอดเส้นทางธุรกิจสินเชื่อ และเมื่อลุยสู่ธุรกิจนายหน้าประกัน หลักการนี้ยังคงเป็นแกนกลาง การเข้าใจความต้องการของลูกค้าอย่างจริงจัง ผ่าน Data Analytics และเทคโนโลยี เพื่อส่งมอบประสบการณ์ที่ดีและสบายใจตั้งแต่ซื้อจนถึงเคลม ทั้งหมดนี้เกิดขึ้นผ่านผู้เชี่ยวชาญกว่า 5,000 คน ใน 1,800 สาขาทั่วประเทศ พร้อมคอลเซ็นเตอร์ 1501 ตลอด 24 ชั่วโมง ภายใต้แบรนด์ ประกันติดโล่ โดยเงินติดล้อ และ Ecosystem ที่เสริมด้วย อารีเกเตอร์ และ เฮ้ กู๊ดดี้ เพื่อยกระดับประสบการณ์ทั้งฝั่งลูกค้าและนายหน้าบนโลกออนไลน์ ประกันติดโล่ โดยเงินติดล้อ พร้อมแล้วสำหรับสมรภูมิประกันที่ดุเดือด อะไรคือวิธีคิดเบื้องหลังกลยุทธ์นี้ ติดตามได้ใน The Secret Sauce EP นี้

ประกันติดโล่ โดยเงินติดล้อ จาก Leader สินเชื่อจำนำทะเบียนรถ สู่ Game Changer ธุรกิจนายหน้าประกัน หัวใจของ เงินติดล้อ คือแนวคิด Customer Centric ที่ยึดผู้บริโภคเป็นศูนย์กลางมาตลอดเส้นทางธุรกิจสินเชื่อ และเมื่อลุยสู่ธุรกิจนายหน้าประกัน หลักการนี้ยังคงเป็นแกนกลาง การเข้าใจความต้องการของลูกค้าอย่างจริงจัง ผ่าน Data Analytics และเทคโนโลยี เพื่อส่งมอบประสบการณ์ที่ดีและสบายใจตั้งแต่ซื้อจนถึงเคลม ทั้งหมดนี้เกิดขึ้นผ่านผู้เชี่ยวชาญกว่า 5,000 คน ใน 1,800 สาขาทั่วประเทศ พร้อมคอลเซ็นเตอร์ 1501 ตลอด 24 ชั่วโมง ภายใต้แบรนด์ ประกันติดโล่ โดยเงินติดล้อ และ Ecosystem ที่เสริมด้วย อารีเกเตอร์ และ เฮ้ กู๊ดดี้ เพื่อยกระดับประสบการณ์ทั้งฝั่งลูกค้าและนายหน้าบนโลกออนไลน์ ประกันติดโล่ โดยเงินติดล้อ พร้อมแล้วสำหรับสมรภูมิประกันที่ดุเดือด อะไรคือวิธีคิดเบื้องหลังกลยุทธ์นี้ ติดตามได้ใน The Secret Sauce EP นี้

Due to personal reasons, I will be stepping away from Customers First & the podcast to focus on my family. I want to thank you all for your loyalty and support you have shown me over the last 4 years, and I am forever grateful to each and every one of you. After today, there will be no new content being posted for an undetermined period of time. I ask that you respect our privacy during this time.

How do you turn regulatory constraints into a launchpad for innovation? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Questrade Financial Group Journey Leader Praneil Ladwa shares insights on transforming product management in the financial services industry. Discover how Questrade has reimagined its approach to innovation, customer experience, and organizational culture, offering a blueprint for product leaders navigating complex, regulated environments.

In this episode, Ashok sits down with Josh Seiden, author and product management expert, to explore key insights from Josh's latest book, "Who Does What by How Much." The conversation centers around using OKRs (Objectives and Key Results) to align teams and improve organizational outcomes. They examine the challenges many teams face when implementing frameworks like OKRs or Agile and emphasize the importance of understanding the "why" behind these systems. Josh also reflects on his early work, such as developing the Kensington Turbo Mouse and collaborating with Alan Cooper, widely known as the "Father of Visual Basic." Unlock the full potential of your product team with Integral's player coaches, experts in lean, human-centered design. Visit integral.io/convergence for a free Product Success Lab workshop to gain clarity and confidence in tackling any product design or engineering challenge. Get key strategies for fostering a customer-centric culture, building effective product teams, and aligning leadership with team goals. Whether you're new to OKRs or looking to refine your process, this episode provides actionable advice for team leaders, product managers, and executives alike. Inside the Episode... The role of OKRs in driving business alignment and outcomes The importance of clarifying the "why" behind processes like OKRs or Agile Josh Seiden's background and his early design work with the Kensington Turbo Mouse Strategies for using frameworks to empower teams and avoid over-focusing on the process How to implement OKRs successfully and avoid common pitfalls The evolution of design thinking in product development Understanding the customer's role at every level of an organization Key lessons from "Who Does What by How Much" and Josh's other books Mentioned in this Episode: "Who Does What by How Much" by Josh Seiden and Jeff Gothelf "Lean UX" by Josh Seiden and Jeff Gothelf "Sense and Respond" by Josh Seiden and Jeff Gothelf The Goal by Eliyahu M. Goldratt "Outcomes Over Outputs" The Kensington Turbo Mouse Alan Cooper - The father of visual basic, author of About Face Book that every software designer should now - About Face by Alan Cooper Vitsoe Shelving Subscribe to the Convergence podcast wherever you get podcasts, including video episodes on YouTube at youtube.com/@convergencefmpodcast. Learn something? Give us a 5-star review and like the podcast on YouTube. It's how we grow. Follow the Pod Linkedin: https://www.linkedin.com/company/convergence-podcast/ X: https://twitter.com/podconvergence Instagram: @podconvergence

Send us a textJoin Nathan on this episode of BetaTalk as he sits down with Olly Cutting, Johann Kühns, and Pranjal Arya from HomeTree. The team from HomeTree shares their incredible journey, from a boiler installation company to a multifaceted energy services provider. We learn how Olly and Pranjal's economic backgrounds, combined with Johann's expertise in Climate Change management and finance from Imperial College London, have shaped their innovative, data-driven approach.The Customer Journey FlywheelThe conversation centers on HomeTree's innovative business model, structured around a "customer journey flywheel" with three key divisions:Home Cover: Offering service plans for boilers and heat pump installations, rivaling big players like British Gas.Renewable Installations: Specializing in the installation of solar, battery, and heat pump systems.Renewable Financing: A crucial division that helps customers overcome the significant upfront cost of new energy systems, making the transition more accessible.This flywheel model ensures that customers are supported at every stage of their energy transition.A Different Approach to AcquisitionNathan and his guests discuss HomeTree's unique strategy of acquiring local SME's (Small and Medium-sized Enterprises), like the respected IMS Heat Pumps Ltd led by Emma Bohan. They explore why this approach is so beneficial for both HomeTree and the acquired businesses. HomeTree's data revealed that customers prefer working with local installers, and this acquisition model allows them to scale while maintaining a personal touch.Beyond TechnologyThe discussion also highlights that the move to renewable energy isn't just a technological change; it's a behavioral shift for customers. Nathan shares his thoughts on how the Guild of Master Heat Engineers can collaborate with HomeTree to help both the company and its customers navigate this transition, building on the great conversation they started over dinner.

On this episode of the Customers First podcast, I'm joined by Jamaul Ford, a second-generation entrepreneur who embodies the essence of empathy and community-driven business practices. Our discussion dives deep into his entrepreneurial journey, where he shares insights garnered from a diverse range of experiences in B2B collaborations, emphasizing the power of genuine connection in business. As we explore the importance of understanding market needs, Jamaul stresses the significance of integrating microeconomic principles into business strategies. He advocates for conducting thorough research, utilizing surveys, and crafting minimal viable products (MVPs) to test market interest before launching. By focusing on what potential customers truly want, rather than assumptions, entrepreneurs can better position their products and services for success. Jamaul intriguingly introduces the concept of transforming waiting lists into "wealthy lists," explaining how maintaining communication with interested prospects can ensure a steady cash flow and engaged clientele. We also discuss the vital aspect of geographical dominance in business. Jamaul illustrates the importance of local relevance and how businesses must optimize their presence within their communities to attract and retain customers. Citing the way local referrals can significantly impact customer perception, he underscores the role of building rapport and relationships as a foundational marketing strategy. As the dialogue progresses, Jamaul shares his vision of the future business landscape, highlighting the dual trends shaping entrepreneurship today: the shift towards productized services and the rising significance of generative engine optimization (GEO). He explains how businesses must adapt to an evolving digital landscape, especially with the growing preference for AI-driven solutions, and stresses the urgency for smaller businesses to embrace these changes or risk being left behind. Throughout the episode, listeners are encouraged to focus on authentic relationships and the power of community in crafting extraordinary customer experiences.   Jamaul's Contact Information: Website: https://brandmaven.org Social Media: @jamaulford   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

Still leading with product features instead of customer results? You could be costing yourself more than just attention—you're missing the trust that drives real pipeline. In this episode of Revenue Boost: A Marketing Podcast titled “From Vision to Execution: What It Really Takes to Lead Customer-Centric Marketing at Scale,” host Kerry Curran sits down with Kerel Cooper, CMO of GumGum, to unpack what it really means to put the customer at the center of your marketing strategy—and how that shift can unlock revenue at every stage of the funnel. After one year in the CMO seat, Kerel shares how he transformed GumGum's go-to-market strategy by thinking like a B2C brand: elevating storytelling, designing more human experiences, and scaling emotional connection without losing performance. This conversation goes beyond buzzwords and into real execution—how to get case studies faster, how to build trust earlier, and how to rise above the noise in a crowded space. You'll learn: How to build branded case studies—starting at the contract, not the campaign recap Why experiential marketing beats pitch decks (even in B2B) How to connect with senior stakeholders by offering strategic value Why Kerel invested in contextual video + their “Mindset Graph” to differentiate GumGum How to turn in-person events into trust accelerators (not just swag drops) Who it's for: CMOs, revenue leaders, and GTM teams tired of marketing that sounds like everyone else—and ready to lead with empathy, value, and outcomes. What you'll walk away with: A proven blueprint for how customer-led storytelling, smart events, and executive-level strategy combine to build a brand buyers want to work with.

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of building a customer-centric culture within organizations. She highlights common mistakes companies make in their approach to customer success and outlines actionable steps to create a culture that prioritizes customer outcomes. Anika emphasizes the need for cross-departmental collaboration, operationalizing customer feedback, and empowering teams to lead in customer success initiatives. The episode concludes with a metaphor comparing the customer journey to a relay race, underscoring the importance of teamwork in achieving customer success.Chapters00:00 Building a Customer-Centric Culture02:48 Common Mistakes in Customer-Centricity06:02 Steps to Create Customer-Centricity12:15 Empathy and Recognition in Customer Success18:19 The Relay Race of Customer Success21:33 Actionable Challenge for Cross-Functional CollaborationConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

On this episode, I welcome Mr. Mike Viane, a certified business and executive coach, to the Customers First Boardroom. With an impressive 30-year career in the movie industry, including roles at major studios like Warner Bros, Mike brings invaluable insights into the intersection of business acumen and storytelling. Currently, he's the owner of Focal Point Coaching, where he helps a range of clients—from executives to entrepreneurs—navigate growth and organizational reinvention. Mike has learned to work with various personality types in high-pressure environments and how to facilitate better communication and understanding among teams. He emphasizes the importance of authenticity and vulnerability in leadership, especially when striving for a positive work culture and improved guest experiences. One of the most striking concepts we discuss is tactical empathy, as popularized by Chris Voss in his book "Never Split the Difference." Mike explains how replacing judgment with curiosity in business interactions can lead to deeper understanding and better resolutions. He illustrates this approach with a real-life example involving movie theatre managers successfully de-escalating a tense situation with an unhappy guest by applying empathetic communication strategies. We dive into actionable insights as well, particularly the idea of Difference-Making Actions (DMAs). Mike passionately advocates for intentionality in our daily routines, urging listeners to set specific, measurable actions that align with their goals rather than simply getting caught up in reactive tasks. He discusses the importance of making these DMAs a priority at the start of each day, highlighting that small, intentional actions can cumulatively lead to significant personal and professional growth over time. Wrapping up our conversation, we touch on the concept of the "marathon mindset"—a theme that Mike encountered at a recent coaching conference. He outlines the four P's: purpose, preparation, pace, and perseverance, emphasizing how breaking down overwhelming goals into manageable steps can foster sustained progress and mitigate feelings of uncertainty. As we close, Mike leaves us with his core message about the power of focusing on our DMAs to set ourselves up for success. He encourages listeners to take actionable steps daily that contribute to a positive workplace culture and customer experience.   Mike's Contact Information: Website: https://michaelviane.focalpointcoaching.com LinkedIn: @michael-viane-105700195/   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

Are you ready to discover how a 180-year-old insurance company is reinventing itself through AI and customer-centric innovation? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, New York Life Chief Product Officer Achuth Rao will be speaking on transforming traditional insurance through cutting-edge product management strategies. Rao shares insights into leveraging technology, understanding customer lifecycles, and building nimble product teams that can adapt to rapidly changing market demands.

Get ready to meet Dane Cohen, the newest member of The Boutique Hub team, whose retail roots run deep! Growing up in his family's store, Lester's, a Brooklyn-based business that blossomed from a 500-square-foot shop into a specialty department store, Dane shares how those early experiences shaped his perspective on community, business, and what it really takes to succeed in retail. In this episode, he dives into the lessons learned behind the register and how he's bringing that same passion and insight to the Hub. Resources:  Dane Cohen:  LinkedIn Join The Boutique Hub     Ashley Alderson: Instagram     The Boutique Hub: Website | Facebook | Instagram | Pinterest | TikTok | YouTube 

On this episode of the Customers First Podcast, we delve into a thought-provoking conversation with Sonja Price, a future-of-work strategist, executive branding expert, and career acceleration coach. With extensive experience working with professionals from leading companies such as Google, Meta, and Microsoft, Sonja has dedicated the past 15 years to empowering ambitious individuals by helping them navigate their careers to achieve promotions and build impressive personal brands. As the founder of Infinite Leaders and Dynamo Careers, she discusses the importance of remaining relevant and resilient in today's rapidly changing job market. Sonja shares her journey of self-discovery, highlighting her belief that she was destined to become a coach from a young age. Drawing from her diverse career in corporate environments, where she transitioned between roles every few years, she illustrates how these experiences shaped her understanding of business operations and strategy. Her inspiration for starting her coaching business came from conducting customer interviews, where potential clients articulated their need for career coaching, thus validating her direction. This dynamic background enables her to uniquely package the skills and accomplishments of her clients, helping them stand out to prospective employers and decision-makers. The conversation shifts to the pressing need for professionals to future-proof their careers, especially in an era defined by automation and advancements in AI technology. Sonja emphasizes the urgency for individuals, regardless of employment status, to contemplate their future career trajectories and the skills necessary to remain not just relevant but in high demand. She discusses the competitive nature of the current job market and encourages listeners to embrace AI skills as an integral part of their professional development. As we explore the concept of executive branding, Sonja elaborates on how professionals must elevate their personal brands to align with the increasing demands of senior leadership roles. She outlines strategies for enhancing visibility and positioning oneself as a thought leader in one's respective fields, emphasizing the importance of sharing insights through white papers, speaking engagements, and other visible avenues that highlight a professional's expertise. She encourages listeners to find what ignites their passion and to invest in learning leadership techniques that align with their interests. This episode serves as a treasure trove of insights for anyone looking to navigate the complexities of their career paths, innovate their branding, and foster a more balanced, fulfilling professional life.   Sonja's Contact Information: Website: https://infiniteleaders.co LinkedIn: @sonjaprice   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

On this episode, I had the pleasure of speaking with Alison Dixon, the Chief Customer Experience Officer at Portnox, a leader in zero-trust network access control. Alison's unique insights stem from her diverse background, which encompasses various roles in HR, sales enablement, and IT. As we dove into the conversation, Alison shared her journey of building a customer experience organization from the ground up at Portnox, emphasizing the importance of prioritizing customer relationships in a rapidly growing tech environment. Alison recounted her initial days at Portnox, which began as a small startup of about 20 employees. Soon after her arrival, she recognized the pressing need for deeper insights into customer accounts and interactions as the company scaled. Her prior experience as a fundraiser and in HR equipped her with a holistic approach to understanding customer psychology and needs. Through meticulous customer journey mapping, she established strategies that centred on enhancing the overall experience, detailing how each stage of customer interaction contributes to long-term loyalty and satisfaction. We delved into the often transactional mindset prevalent in many organizations, particularly those that prioritize immediate revenue over long-term relationships. Alison argued firmly for a shift towards valuing customer experiences, stating that a lack of focus on building connections could lead to lost opportunities, even for small clients who may evolve into significant partners over time. Her philosophy is clear: if companies establish authentic human connections with their customers, they stand to gain far more than transactional profits. Throughout our discussion, we touched on the high-stakes nature of cybersecurity and how this uniquely shapes customer experience. Alison highlighted the critical importance of maintaining accessibility and support for clients, given the potential risks associated with cybersecurity breaches. She emphasized that customers need confidence in their service providers and need to establish trust through transparent communication, even when addressing negative scenarios. As our conversation progressed, we explored the role of customer experience in product development and overall business strategy. Alison passionately conveyed that understanding customer feedback not only helps retain clients but also informs the direction of product innovation. This perspective has led her team to integrate CX insights into their roadmap, aligning organizational goals with customer expectations. Towards the latter part of the episode, we took a thought-provoking turn into the realm of artificial intelligence in customer experience. Alison expressed cautious optimism about AI's potential but was wary of its increasing deployment without a foundational human element. She underscored the value of genuine interactions and deep understanding through personal connections — a sentiment she has repeatedly validated through firsthand experiences with Portnox customers. In closing, Alison shared her belief that creating exceptional customer experiences is not the sole responsibility of one department but rather a collective effort throughout the entire organization. By fostering a culture that prioritizes customer care and connection, even the smallest companies can achieve remarkable growth. Overall, this episode offered valuable insights into the evolving landscape of customer experience within the cybersecurity industry, highlighting strategies that can lead to sustained success.   Alison's Contact Information: Website: https://www.portnox.com LinkedIn: @alison-dixon-msod   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

GSD Presents: Top Global Startups with Avijit Das Building DriverShaab: A Journey of Customer-Centric and Sustainable Growth June 27th, Friday

On this episode of the Customers First Podcast, I have an insightful conversation with Ken Cox, President of River City Internet Group and the mind behind InLink.com—a platform dedicated to providing small businesses and solopreneurs with the essential tools needed for success. Ken passionately shares his journey from a challenging childhood to becoming a key player in the tech industry, illuminating how his early experiences shaped his approach to empowering entrepreneurs.    Ken discusses the disparities he observed in the business landscape, particularly regarding the resources available to larger corporations compared to small businesses. He emphasizes the importance of creating a level playing field through technology, allowing smaller entities to compete effectively. His mission with InLink.com is to simplify operations for small businesses by offering an all-in-one suite that includes a fully integrated CRM, office tools similar to Google Drive, and unparalleled support. We explore how these resources not only improve productivity but also enhance customer experiences by streamlining communication and marketing efforts.   Throughout our discussion, Ken highlights the transformative impact of artificial intelligence in the business realm. By implementing AI-driven solutions, Ken aims to alleviate common pain points faced by small business owners, ultimately allowing them to focus on what they do best—serving their customers.   We dive deeper into the functionalities that differentiate InLink.com from other software on the market, such as its commitment to user data privacy, integrated marketing capabilities, and ease of use for entrepreneurs who may be apprehensive about navigating digital tools.   As our conversation unfolds, Ken predicts a future where small businesses leverage both Web 2.0 and 3.0 technologies to expand their presence beyond local markets. He envisions a time when Main Street businesses can create a national brand identity through innovative products and online courses, ultimately doubling or even tripling their revenue streams. For those eager to implement cutting-edge solutions and build winning strategies for their businesses, this episode is a must-listen.   Kens' Contact Information: Website: https://kencox.com LinkedIn: @kencox YouTube: @ClicksBricksPodcast   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future.   Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

What does it really mean to be customer-centric? Too many companies claim the title without living it. In this episode, we explore how to tell the difference between lip service and genuine customer focus. You'll learn the key signs of authentic customer centricity—like feedback that drives real change, empowered employees who can fix problems, and consistency across every touchpoint.Jeannie explains why true customer focus requires more than good intentions. It's about mindset, strategy, and accountability—measured by outcomes, not slogans.Ask yourself this powerful question: If you noticed something broken in your customer experience today, would you feel empowered to fix it? Your answer reveals volumes about your organization's commitment to being truly customer-centric.Resources Mentioned:CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbookCX Success Statement Workbook -- https://bit.ly/cx-success-workbookLearn more about CXI Membership™ and apply -- http://CXIMembership.comExperience Investigators Website -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Episode SummaryIn this episode of OnBase, host Chris Moody welcomes Preet Sibia to discuss the evolution of go-to-market strategies from a transactional, product-first approach to a deeply customer-centric model. Preet shares candid insights from his decades of experience in semiconductors and reveals the operational, cultural, and structural shifts required to make customer orientation a reality.From building clear sales processes and empowering account managers to mastering alignment across teams and driving change management, Preet offers a detailed blueprint for organizations ready to elevate their customer relationships. He also emphasizes how investing in the right talent and metrics creates sustained impact across retention and growth.Key TakeawaysFrom Transaction to TransformationSticking to a product-oriented model may yield short-term success, but long-term growth demands a strategic shift to understanding and solving customer pain points. Customer-centricity transforms vendors into co-investors in client success.Simplify the Customer InterfaceMultiple siloed product teams can overwhelm customers. Empowering a single account owner (the “quarterback”) to guide the engagement improves clarity, builds trust, and deepens relationships.Operational Shifts are Non-NegotiableSuccessful transformations require a standardized sales process, clear role definitions, and well-trained application engineers and marketers who focus on customer needs, not just product features.Retention > AcquisitionBy understanding strategic roadmaps and elevating customer conversations beyond transactional buying, businesses can position themselves as indispensable partners, boosting long-term retention.Change Management Must Be IntentionalCommunicate relentlessly. Involve key leaders in shaping the change. Focus energy on those committed to the new vision, rather than spending time converting detractors.Measure What MattersBeyond product sales, leading indicators include customer satisfaction surveys, direct feedback, and clarity in account ownership. Internal and external alignment is key.Quotes“We used to walk into customer meetings with 20 product reps. Now we walk in with a few strategic voices focused on solving the customer's problem.”“Change doesn't work unless you pour your energy into those who want to drive it. That's how momentum builds.”Best Moments (01:00) – Preet's early journey in semiconductors and his unexpected start on a tech support hotline.(03:45) – Why customer-centric go-to-market isn't optional for future growth.(07:00) – How customer relationships shift when you focus on strategic problems over transactions.(10:00) – Operational changes that empower sales teams and streamline customer interaction.(16:00) – Managing change: from selecting champions to navigating resistance.(21:15) – Metrics that reflect progress in customer-centric strategy.Resources recommendationsRange by David Epstein – Encourages career exploration and diverse skill development.Backstage Leadership by Charles Galunic – A deeper look into leadership infrastructure and organizational dynamics.Shout-OutsJack Gifford, Founder of Maxim – Preet's early mentor and a lasting influence on his leadership philosophy.About the GuestPreet has over 25 years of global experience leading teams covering product marketing, applications engineering, sales, and distribution management. In his current role Preet leads Sales, Marketing, and Applications Engineering for Infineon's Consumer, Computing, and Communication business in the Americas region.Connect with Preet.

On this episode of the Customers First Podcast, I engage in an insightful conversation with Alexis Boyett, a dynamic entrepreneur whose career encompasses modelling, acting, and immersive experience design. As the founder of Company with Character and The Bippity Platform, Alexis embodies a vision rooted in connection, creativity, and empowerment, guiding individuals to forge deeper connections with themselves and one another. Our dialogue traverses her unique journey, starting from her early days in Los Angeles, where she sought validation through modelling and acting after overcoming past bullying experiences.    Alexis shares the transformative moment she realized the importance of authenticity while on set with A-list celebrities. Her engaging anecdotes showcase that even those in the limelight experience vulnerability and awkwardness, making them beautifully human. As she delves into the pivotal shift from pursuing fame to recognizing her true impact through character entertainment, Alexis highlights her discovery of professional princessing – an avenue that not only reignited her passion for performance but also instilled her with the profound realization of how storytelling can significantly shape children's lives.    Taking her experience to the next level, Alexis founded her nationwide company focused on character entertainment, integrating anti-bullying messages into her performances. However, the onset of the pandemic prompted her to reassess her path. After selling her company to her performers, she launched Bippity, the first business and personal development platform aimed at character entertainers. We explore her passion for bringing character entertainment into corporate spaces, as she introduces innovative offerings like the Holiday Cheer Calendar that evoke joy and creativity among teams.   We also discuss the nuances of entrepreneurship, particularly the challenges creative individuals often face in distinguishing their business from their own personal value. Alexis emphasizes the importance of viewing business as a creative expression rather than an extension of self-worth, allowing for growth and innovation without emotional entanglements. Through this lens, she offers poignant insights into maintaining alignment with one's values while navigating the complexities of building a sustainable business.   The culmination of our conversation reveals the essence of her work, encouraging individuals to embrace their authenticity and diminish the fear of failure. In closing, Alexis leaves us with a powerful reminder of the importance of making magic and believing in one's unique light. This episode is a deeper exploration of how creative entrepreneurship and personal authenticity can intersect, creating opportunities for connection and growth in both personal and professional spheres.   Alexis' Contact Information: Website: https://www.thecompanywithcharacter.com LinkedIn: https://www.linkedin.com/company/thecwc/ Instagram: @thebippityplatform   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future.   Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!  

On this episode of the Customers First Podcast, I had the pleasure of speaking with Al Kushner, a renowned thought leader and author known for his expertise in AI-driven personal branding strategies on LinkedIn. As the conversation unfolded, Al shared invaluable insights and practical tips aimed at helping professionals leverage the power of LinkedIn to build their brands and foster authentic relationships.  We began our dialogue by delving into Al's inspiration for his book, "The AI LinkedIn Advantage: Unleash the Power of AI and Dominate the Competition," where he identified a gap in the market that combines LinkedIn strategies with AI technology. Al discussed his fundamental belief that an optimized LinkedIn profile is crucial for establishing trust and attracting meaningful connections. As businesses increasingly turn to LinkedIn for relationship-building, Al provided strategies for how they can utilize their company pages effectively, emphasizing the importance of authenticity over aggressive marketing tactics. We discussed how companies can maintain a credible presence by offering valuable content and avoiding practices that lead to account restrictions, such as outsourcing personal page management. Al also explained how customer service can be transformed by using LinkedIn as a strategy hub. He highlighted the platform's ability to connect individuals directly with influencers and decision-makers through timely conversations tied to recent posts. This approach fosters a more engaging environment than traditional email outreach, which often ends up in spam folders. Throughout our conversation, Al reiterated that successful interactions on LinkedIn are about giving more than receiving, urging listeners to create value through their content and interactions. One of the standout strategies discussed was the creation of LinkedIn newsletters. Al explained that newsletters not only keep followers informed but also tap into LinkedIn's high authority, ensuring content reaches inboxes effectively. This strategy, combined with video content—which Al noted captures attention better than text—positions professionals and businesses alike for greater visibility and engagement on the platform. In the latter part of the episode, we touched on Al's special gift for listeners—a free e-book designed to optimize LinkedIn profiles, along with his upcoming book release, which includes valuable LinkedIn prompts. Al's genuine passion for supporting others in their professional journeys was evident as he encouraged listeners to reach out for further assistance. This episode is packed with actionable advice and profound insights to help listeners create exceptional personal brands and leverage LinkedIn's capabilities. Al's perspective promises to inspire and guide professionals across various industries, fostering meaningful connections and driving growth.   Al's Contact Information: Website: alkushnerspeaks.com LinkedIn: @al-kushner Link to Free E-Book: linkedvantage.com   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future.   Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

Welcome back to another insightful episode of "It's the Bottom Line that Matters," the podcast dedicated to helping you achieve greater business success by focusing on what truly counts. In this episode, hosts Jennifer Glass, Patricia Reszetylo, and Daniel McCraine continue their deep dive into soft skills, turning the spotlight onto the critical importance of customer focus.Join us as we explore why the customer is truly the boss—without them, the business simply doesn't exist. Jennifer, Patricia, and Daniel unpack the differences between features and benefits, showing you why it's not enough to talk about what your product does; you need to connect the dots to how it solves customers' problems and improves their lives. They discuss practical strategies for viewing your offerings from the customer's point of view, avoiding that dreaded “salesy” feeling by tapping into genuine persuasion rooted in understanding and empathy.You'll also hear about ways to personalize the customer experience, from using advanced tech like personalized URLs and videos, to more subtle touches that make each interaction memorable. the trio share anecdotes and actionable advice—including the importance of always answering the customer's key question: "What's in it for me?"Whether you're crafting marketing messages or designing in-store experiences, this episode is packed with ideas you can use to keep your customers at the center of your business strategy. Get ready to rethink your approach and make every customer feel like your only customer—because at the end of the day, it's the bottom line that matters.Keywords: customer experience, soft skills, customer focus, sales copy, features vs benefits, persuasion, personalization, market research, customer needs, business growth, surveying the market, sales tactics, pressure vs persuasion, customer journey, personalized marketing, mailers, personalized URLs, direct mail, variable data printing, personalized videos, customer pain points, experiential marketing, customer engagement, in-store experience, sensory branding, user-centric approach, technology adoption, personalized offers, marketing strategy, customer retention

Episode Info As innovation continues to change at a relentless pace, cutting through a noisy marketplace has never been more essential. Such change brings exciting opportunities but also potential risks. Solve the right issues with the right tech, and you can bolster bottom lines and future-proof operations. Identify the wrong challenges and the wrong technology, and you risk trust, reputation, and even market share. Learn how to identify the right opportunities with MetLife's Bill Pappas in this episode from our conversation on the main stage at ITI NYC 2025 session, 'From Enable to Empower: Harnessing Technology to Drive Business Growth.' Join us as Bill outlines the innovations that help shape MetLife's strategy and how his team has evolved tech deployment from an enabler to an empowerer of business growth. Episode Summary The episode discusses the evolving role of technology and AI in business operations, particularly at MetLife. Bill Pappas, a leader in technology and operations, highlights the integration of traditional technology with client experience and operational processes. He emphasizes the importance of adapting to rapid technological changes and the need for new execution playbooks, as traditional methods become obsolete quickly. The discussion also covers the balance between human and AI collaboration, suggesting that while AI presents significant opportunities, humans will continue to play a crucial role, especially in areas requiring critical thinking. Bill stresses the importance of a commercial mindset for business leaders, understanding both the financial aspects and the competitive landscape. Furthermore, the Bill addresses the challenges of digital transformation, noting that many companies struggle with integrating new tools into existing ecosystems due to legacy technical debt and fragmented data. He advises business leaders to focus on the value proposition of new technologies and ensure their data is fit for purpose. Role of Technology and AI: Exploration of how technology and AI are transforming business operations at MetLife. Integration of traditional technology with client experience and operational processes. Adapting to Technological Changes: Importance of adapting to rapid technological advancements. Need for new execution playbooks as traditional methods become quickly outdated. Human and AI Collaboration: Discussion on the balance between human roles and AI capabilities. Emphasis on the continued importance of human involvement in areas requiring critical thinking. Commercial Mindset: Importance of a commercial mindset for business leaders. Understanding financial aspects and the competitive landscape. Challenges of Digital Transformation: Challenges companies face with digital transformation. Issues with integrating new tools due to legacy technical debt and fragmented data. Focus on Value Proposition: Advice for business leaders to focus on the value proposition of new technologies. Ensuring data is fit for purpose to maximize technology benefits.   This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk. Follow the podcast at future-of-insurance.com/podcast for more details and other episodes. Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.

SummaryIn this conversation, Dr. Chris L. Brown speaks with Jim Penman, the founder of Jim's Mowing, about his journey from academia to entrepreneurship. Jim shares insights into his early academic pursuits, the evolution of his business, and the core values that drive his franchise model. He emphasizes the importance of customer service, franchisee success, and the role of technology in enhancing customer experience. Jim also discusses his leadership style, character development, and the lessons learned from his business journey. The conversation concludes with Jim's vision for the future of his company and the importance of maintaining a strong company culture.TakeawaysJim's journey began with a PhD in personality and social change.The success of Jim's Mowing is attributed to thousands of micro ideas.Customer service is at the heart of Jim's business philosophy.Franchisee welfare is prioritized over profits in Jim's model.Understanding human nature is key to business success.Servant leadership is a core principle for Jim.Character development involves doing difficult but necessary tasks.Technology is used to enhance customer experience and service delivery.Learning from mistakes is crucial for growth in business.Jim's vision for the future includes maintaining company culture and values.Sound Bites"I just can't stand to let a customer down.""Happiness is never the primary goal.""I don't want to be a public company."Chapters00:00 The Journey Begins: From Academia to Entrepreneurship02:54 Building a Business: The Evolution of Jim's Mowing06:01 Customer Service Philosophy: The Heart of Jim's Mowing08:47 Franchisee Success: The Core Values of Jim's Mowing11:59 Understanding Human Nature: Insights from Business and Research15:49 Happiness and Well-being: The Pursuit of Meaningful Experiences19:56 Servant Leadership: Leading with Purpose and Integrity22:57 Character Development: The Importance of Discipline and Hard Choices26:57 Innovating for Success: Enhancing Customer Satisfaction through Technology32:44 Balancing Customer Service and Franchisee Profitability34:43 The Importance of Responsiveness in Business36:45 Leveraging Technology for Efficiency38:04 AI in Customer Service: A Double-Edged Sword43:13 Learning from Mistakes: The Journey of Growth48:40 Building a Strong Company Culture56:22 Future Vision: Sustaining Values and Growth

We are here at Forrester CX in Nashville, TN and hearing all about the latest insights and ideas for brands to create better experiences for their customers. If your AI roadmap doesn't include your customer, is it really a roadmap—or just a bridge to nowhere? Agility requires remembering who pays the bills: the customer. When shiny new tech shows up, it's tempting to sprint after it—often leaving the actual human in our dust. Today we're talking about staying customer-first in the race to adopt agentic AI. To help me dig in, please welcome Stephanie Liu, Senior Analyst at Forrester. Stephanie—welcome to the show! About Stephanie Liu Steph focuses on the intersection of marketing and privacy. She guides clients on how to strike a delicate balance between privacy, trust, and consumer expectations, all while navigating a rapidly shifting data deprecation landscape that spans consumers' privacy-protecting behaviors, regulation, tech limitations, and walled gardens. She examines topics like zero-party data, preference centers, data clean rooms, the customer data ecosystem, and how to deliver experiences that are personalized without being creepy. Steph has been quoted in publications such as the New York Times, CNBC, The Markup, Marketplace, and AdWeek; her work has featured in AdExchanger, Forbes, and elsewhere. Resources Forrester: https://www.forrester.com https://www.forrester.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150" Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Customer-Centric Growth is no longer optional—it's the foundation of business success in an AI-first world. In this episode, Andy Halko, a 23-year marketing veteran and author of The Buyer-Centric Operating System, unpacks how companies can thrive by putting the customer at the center of every decision.If you're trying to decode the minds of today's hyper-informed buyers, improve your startup strategy, or integrate AI in marketing, this episode gives you the tools and insights to get ahead. Andy breaks down why understanding buyer psychology is the most critical competitive edge for founders, marketers, and leaders—and how ignoring it can stall your growth.You'll learn:Why old personas no longer work—and how AI-generated “twins” can fuel smarter decisionsHow companies like Apple use deep buyer insights to predict needs before customers even voice themWhat separates high-growth SaaS founders from the restWhy marketing clarity and leadership clarity matter more than ever in the noisy digital landscapeHow influence building—through public speaking, content, and community—can amplify your message and scale your businessAndy's approach is built for founders and executives who want more than tactics—they want clarity, connection, and customer-obsessed execution. If you're looking to transform your go-to-market game through smarter, customer-centric strategies, this episode delivers the blueprint.0:00 – Welcome & intro to Andy Halko1:00 – Starting a marketing agency with tech + creative roots2:00 – From personas to AI-generated “twins”4:00 – Staying focused vs. missing innovation6:00 – Anticipating customer needs like Apple8:00 – The new hyper-informed buyer & marketing impact10:00 – What top SaaS founders do differently12:00 – Why clarity matters in leadership and messaging14:00 – What clients look for when working with Andy15:00 – Final takeaways and how to connectCustomer-Centric Growth, Buyer Psychology, Hyper-Informed Buyer, AI in Marketing, Startup Strategy, Marketing Clarity, Leadership Clarity, SaaS Founders, Influence Building#CustomerCentricGrowth #AndyHalko #BuyerPsychology #HyperInformedBuyer #AIinMarketing #StartupStrategy #LeadershipClarity #MarketingClarity #SaaSFounders #InfluenceBuilding

On this episode, I dive into an enlightening conversation with Ryan Rael, a certified customer experience strategist and founder of Tight Ship CX. We explore how businesses can elevate their customer experience by streamlining operations and optimizing customer journeys while leveraging the right technology.  Ryan details the importance of customer feedback and technology in shaping exceptional customer journeys. He emphasizes how the blend of innovation from small businesses and the structured processes of corporate environments can create powerful strategies for growth and improved customer loyalty. Throughout our discussion, Ryan highlights the importance of understanding the connections between operational efficiency and customer satisfaction, asserting that businesses often overlook the impact their internal processes have on customer experiences. We address the common misconceptions businesses have about customer experience being a cost center, and Ryan provides concrete strategies for shifting this perspective. By identifying quick wins—such as obtaining feedback through accessible tech or refining response times—business leaders can demonstrate the direct relationship between customer experience enhancements and revenue growth. Ryan emphasizes the need for organizations to move beyond a transactional mindset and to foster deeper, relationship-oriented customer interactions that underpin long-term loyalty. A crucial point is the role of effective communication in customer experience. Ryan advocates for closing the feedback loop with customers, explaining that it's essential not just to gather insights but also to inform customers about changes made as a result of their feedback. This creates a sense of respect and value in the customer relationship, enriching their overall experience with the brand. Ryan reveals the initial step he takes with new clients: conducting a customer experience audit, giving a comprehensive view of the customer journey, to highlight key areas for improvement. Utilizing this holistic evaluation, businesses can gain clarity on customer touchpoints and uncover opportunities for impactful changes. The episode is a treasure trove of practical strategies and insights for any business leader to create truly customer-centric cultures.   Ryan's Contact Information: Website: TightShip Cx LinkedIn: @ryan-rael-ccxp   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

On this episode of the Customers First podcast, I engage in a powerful discussion with Amita Sharma, co-founder of NourishDoc, a holistic wellness platform designed specifically for midlife women. Amita shares her journey through the debilitating symptoms she faced, underscoring how these experiences motivated her to create a platform that emphasizes empathy, personalization, and trust to meet the needs of underserved populations. Amita takes us through her vast background in high-tech, which provided her with a unique perspective on the gaps prevalent in healthcare. After experiencing her struggles with perimenopause and realizing the lack of support from both her workplace and healthcare professionals, she felt compelled to explore holistic wellness. Amita interviewed thousands of experts and discovered that the healthcare system largely overlooks women's health issues during these critical life stages due to insufficient research and training. Her revelations marked the beginning of a mission to elevate the conversation around women's health, particularly regarding the symptoms and challenges posed by hormonal changes. We dive deeper into the importance of addressing perimenopausal experiences not just through the lens of individual well-being, but also about workplace productivity. By illuminating how symptoms like brain fog, mood swings, and physical changes can impact women's performance at work, Amita highlights the necessity for businesses to create supportive environments that acknowledge these challenges. This conversation sheds light on how addressing these issues proactively can benefit both employees and employers. Amita elaborates on the 360-degree view of holistic wellness that NourishDoc provides. She explains that holistic wellness is not a trend but rather a comprehensive approach that nurtures the mind, body, and soul. The platform offers various resources such as diet and lifestyle modifications, therapeutic practices like breathwork and yoga, and evidence-based information on health management. Amita emphasizes that wellness isn't limited to physical health; mental and emotional health are equally critical components in navigating life's transitions, and that investing in oneself is imperative. As we conclude, Amita addresses how she has ensured affordability and access remain a priority in her model, understanding that high-quality wellness solutions must be available to everyone. This commitment underscores her compassionate mission to empower women and educate organizations about the importance of supporting their female workforce during these critical life stages.    Amita's Contact Information Website: www.nourishdoc.com LinkedIn: @amita-sharma-nourishdoc   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!    

Insurance is no longer something consumers have to seek out—it's something they're starting to expect, automatically and intuitively. Inspired by The Future of Commerce article on embedded insurance, this episode dives into how embedded insurance is reshaping consumer expectations, bridging protection gaps, and creating entirely new business models.We unpack what embedded insurance actually is, how it differs from traditional models, and why it's poised to become a $722 billion market by 2030. From real-time underwriting to AI-driven personalization, we explore how digital transformation is turning insurance into a value-added service—built into everything from your travel booking to your online cart.What You'll Learn in This Episode:1. What Embedded Insurance Really MeansSeamless integration of insurance into product or service purchasesWhy it's showing up in flights, smartphones, appliances, and even rental platformsHow embedded insurance differs from traditional and aggregate coverage models2. Why Embedded Insurance Is Growing RapidlyForecasted to grow 6x by 2030, especially in North America and AsiaDriven by the demand for convenience, immediacy, and personalizationA customer-centric shift from selling policies to helping people buy protection3. Benefits for Consumers, Businesses, and InsurersFrictionless buying experience and tailored micro-policiesBusinesses boost customer satisfaction, loyalty, and revenueInsurers expand reach and close the global protection gap4. The Technology Powering the TransformationAPIs enabling real-time offers and pricingAI and IoT driving dynamic risk assessments and usage-based coverageBlockchain streamlining claims and increasing transparencyKey Takeaways:Embedded insurance makes protection simpler, more relevant, and part of the purchase journeyIt supports greater access, personalization, and transparency—especially for underserved marketsTechnological advances like AI, IoT, and APIs are powering smarter, more adaptive coverageThis model empowers consumers to get the right protection at the right moment, reducing complexity and improving satisfactionSubscribe to our podcast for expert insights on insurance innovation, digital customer experience, and embedded finance. Visit The Future of Commerce for analysis on how embedded models are reshaping industries. Share this episode with insurance leaders, fintech innovators, and anyone exploring the future of frictionless protection.

On this episode of the Customers First Podcast, I engage in an enlightening conversation with Dustin Jensen, the founder of AIA System, a pioneering venture in the realm of AI applications. We delve deep into the nuanced world of customer experiences and how AI can serve as an essential ally in creating memorable interactions. He emphasizes that AI is not the flashy tool many perceive it to be, but rather an invisible co-pilot poised to enhance our workflows through subtle, intelligent interactions. Dustin elaborates on the importance of integrating AI within organizations, noting that many companies are still grappling with the implementation process. This is not merely about adopting technology for technology's sake; it's about enhancing the customer journey and streamlining operations to ultimately boost productivity and satisfaction. As our conversation progresses, we turn our attention to the healthcare industry, where Dustin highlights how AI can relieve the burdens of administrative tasks, allowing professionals to dedicate more time to their patients. The aim here is not to replace human interaction, but to elevate it, ensuring that healthcare providers can focus on building meaningful relationships with their patients. We also tackle the fears surrounding job loss due to AI, emphasizing the necessity of human involvement even in increasingly automated processes. Dustin reinforces the idea that AI is about augmenting human capabilities rather than replacing them; it enables people to focus on more substantial, value-driven tasks, thus fostering a more collaborative environment between humans and AI. Towards the end of our conversation, we discuss strategies for building customer-centric cultures that embrace AI while steering clear of disruption. Through this dialogue, we demystify AI and explore how it can serve as a bridge to enhanced customer experiences without sacrificing the vital human touch. This episode ultimately paints a picture of a collaborative future where technology and human talent work hand-in-hand to create magical experiences for customers.   Dustin's Contact Information: Website: https://aiasystem.com LinkedIn: @dustin-jensen   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!  

Dive into this episode of The Kula Ring with Sean Momsen, VP of Business Development and Marketing at Evology Manufacturing. We discuss the secrets behind rapid manufacturing and how speed can revolutionize the customer experience. Sean shares his unique journey from aspiring car designer to leading a company that values your time as much as top-notch quality. Learn how Evology utilizes cutting-edge tech to deliver unparalleled service and projects on schedule while never losing sight of the human element. product development, or just fascinated by innovation and efficiency, this episode is a must-listen!

Episode web page: https://bit.ly/43Gxevp ----------------------- Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?  Send me a voice message via email at podcast@usertesting.com ----------------------- In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience (CX) leader Tabitha Dunn to discuss the intersection of empathy, artificial intelligence, and change management in building truly customer-centric organizations. Drawing on her executive experience leading CX and digital transformation at global brands, Tabitha shares actionable insights for business leaders navigating innovation and AI implementation—without losing sight of the human element. Listeners will learn why beginning with an "empathy tour" is essential, how to avoid common pitfalls in transformation initiatives, and why governance and usability must be balanced in any AI strategy. Plus, she shares how CX leaders can broaden their influence by becoming fluent in cross-functional collaboration, change management, and business impact storytelling. Topics Covered: The Empathy Tour: Why leaders must deeply understand employee and customer perspectives before initiating change. AI with Purpose: How to evaluate AI technologies through the lens of real human needs—not hype. Governance Meets Usability: Balancing privacy, personalization, and user experience in AI-driven systems. Cross-Functional Buy-In: Tips for engaging finance, IT, and product teams in CX-driven transformation efforts. Skills for Modern CX Leaders: Why CX professionals should add sales training, change management, and project management to their toolkit. Avoiding Common Missteps: The three most frequent reasons transformation initiatives fail—and how to prevent them. Tabitha to the Rescue: How Tabitha steps in to course-correct projects that are stalling or misaligned. Resources & Links: Tabitha on Linkedin (https://www.linkedin.com/in/tabithadunn Stage 2 Capital (https://www.stage2.capital Bobby on LinkedIn (https://www.linkedin.com/in/bmeixner Learn more about Insights Unlocked: https://www.usertesting.com/podcast

On this episode, I am joined by Chris Gillen, a distinguished leadership advisor, coach, and speaker who has dedicated his career to fostering cultures of trust and accountability in organizations. We delve into the central themes of his latest book, "The Villain Trap," which explores how blame undermines leadership and erodes the foundation of effective team dynamics. Chris, with over 35 years of retail experience, shares valuable insights on how individuals, knowingly or unknowingly, can become the villains in their leadership narratives. Chris recounts his transition from running large retail operations to coaching startups, providing a unique perspective on cultivating a culture of empowerment and ownership in workplaces. His phrase "the blame bubble" encapsulates the moment when leaders fail to take accountability for their actions, often leading to detrimental consequences for team morale and organizational culture. Through his personal anecdotes and professional journey, Chris underscores the urgency of recognizing this issue to prevent it from spiralling into a poisonous atmosphere within teams. As we delve into the mechanisms of blame and villainization, Chris outlines the five distinct stages of the villain trap, starting with the initial trigger of discomfort that leads to the victim reflex and ultimately to the emotional justification of villain creation. This cycle illustrates how leaders and team members can distort reality to avoid taking responsibility. Chris emphasizes that true leadership is about shifting perspective from finding blame to seeking collaborative solutions, actionable ownership, and mutual understanding. This conversation not only explores the challenges of leadership but also inspires a broader dialogue about accountability, emotional intelligence, and leading with authenticity. By offering actionable advice and a compassionate perspective, Chris encourages leaders at all levels to reflect on their impacts, both personally and communally, in fostering a culture that prioritizes empathy over villainization.   Chris's Contact Information: LinkedIn: @chrisgillen Link to Book Website: The Villain Trap   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

How do successful product leaders balance technology, customer needs, and business strategy in a rapidly changing retail environment? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Foot Locker Head of Product Avery Worthing-Jones will be speaking on the evolving landscape of product leadership and innovation. Avery shares unique insights from leading product teams through transformative periods like the pandemic and the rise of AI, offering a candid look at building high-performing, diverse product teams that drive real business value.

The greatest companies are the ones with the happiest customers.To create happy customers, you need to be customer-centric.Every company believes they are customer-centric. But while a great company keeps the happiness of their customer in the center of their thoughts, the average company puts their customer in the center of the cross-hairs of a rifle scope.Great companies ask, “How can we give our customers the buying experience that they would prefer?” They work at removing the friction from the customer experience.Average companies ask, “How can we get our customers to give us more money, more often?” Average companies tells their marketing teams, “Sales is just a numbers game. Bring us twice as many leads and we'll make twice as many sales. You bring'em in. We'll close'em.”But no matter what those marketing teams do, a decreasing number of people will respond to their ads. A negative customer experience drives customers away faster than marketing can bring them in.Do you want to see what real customer-centric thinking looks like?A client of mine recently wrote this email and sent it to all the people who work in his company. He forwarded it to me only as an afterthought.SUBJECT: Pricing Reflection — Serving the Everyday Working AmericanTeam,Today I had a realization around some of our pricing. I'm all for setting prices that protect our margins and keep the business strong – but I'm equally committed to making sure we have price point items that the everyday working American can actually afford.Let's take a simple example: a toilet. Right now, most of our toilet installs are priced over $1,000. If we assume the median household income is $85,000, divided over 26 pre-tax paychecks, that's $3,269 per check. A $1,000 toilet install is over 30% of that paycheck. That's significant.We need to remember who we're here to serve – the nurse, the police officer, the office worker, the firefighter. These are people raising families, keeping their homes together, and doing the best they can. We cannot price them out of basic service. If we do, we risk not only losing today's job – but any future relationship with that customer.Let me be clear: I'm not trying to run a low-margin business.But I do want to make sure we have real options for real people. Today's pricing structure on some of these essential services is a barrier – not just to customers, but to our own techs who are trying to present them.Because of this realization, I immediately asked Jacob to find a toilet that we could install at a price point of $699. Well, guess what – we found one today. And we're bringing it in and adding it to the price book at $649.This one change will give our team more confidence to present a basic toilet option. What I've heard from Will – and it's been consistent – is that this has been a never-ending battle. Technicians don't feel comfortable presenting a $1,000 toilet to customers, especially when many of them wouldn't pay that themselves. That lack of confidence translates to lower conversions and frustrated customers.This reminds me of what we went through in HVAC when we had no system options below $15,000. We lost installs constantly – not because we weren't good, but because we didn't have a simple, no-frills option for people who just needed heating and air. Once we corrected that, we started closing more jobs and rebuilding our pipeline.We need to apply that same logic here. During times like this, let's price effectively so we can keep building our customer base and generate revenue day by day. When the tide turns – and it will – we can always maximize margin percentage where appropriate.There's an opportunity here. We can maintain strong...

On this episode of the Customers First podcast, I'm joined once again by Amy Kehs, a seasoned brand strategist and communication expert focused on enhancing the visitor experience in museums. With over two decades of experience in public relations, Amy has developed a deep understanding of how to foster meaningful connections between institutions and their audiences, particularly in the wake of the disruptions caused by the pandemic. In our discussion, Amy introduces her recently published ebook, "Building Connection in a Noisy World," which serves as a practical guide for museums striving to improve visitor engagement and retention. The book offers actionable insights and strategies to encourage repeat visits and cultivate lasting community relationships. Amy emphasizes the importance of seeing visitors not merely as one-time attendees but as potential lifelong advocates who will return and share their experiences with friends and family. We explore the concept of museums becoming community hubs, where they can forge strong connections with visitors. Through engaging anecdotes, such as the loyalty fostered by a favourite restaurant and the 'Cheers' effect, Amy illustrates how consistent, welcoming experiences can create a sense of belonging. She encourages institutions to embrace local partnerships and community events, creating traditions that invite people back again and again. A significant portion of our conversation revolves around the necessity of clear and consistent storytelling. Amy stresses that museums must clearly articulate their unique missions and values so that visitors understand their significance beyond the walls of the institution. This clarity not only makes their messaging more memorable but also drives engagement and fosters advocacy. Moreover, our dialogue highlights the critical role of the visitor experience—how the journey begins long before anyone walks through the doors. Amy outlines the need for a meticulously crafted digital presence as the first touchpoint, setting the stage for an impactful in-person experience. From effective signage to follow-up communications, she underscores the importance of every aspect of interaction in shaping visitor perceptions and fostering loyalty. As we wrap up, Amy imparts valuable advice to museums and businesses alike: building relationships doesn't require a hefty budget; it involves a commitment to community engagement and clear communication. Her book is described as not merely a textbook but a living resource filled with real-life applications that can be utilized to nurture relationships and enhance the overall customer experience, no matter the industry. Amy's Contact Information: Website: www.amykehs.com LinkedIn:  @amy-kehs-communications E-Book: https://www.lovemymuseum.com/ebook   Tacey's Contact Information: Website: taceyatkinson.com All Socials: @TaceyAtkinson   Thank you for tuning in, and I look forward to having more valuable conversations together in the future. Remember: Customer-Centric Cultures Create Magical Customer Experiences. Now Go, Create the Magic!

What are the secrets of transformative product leadership? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Checkr Chief Product Officer Ilan Frank will be speaking on driving customer value through innovative product strategies. Ilan shares his 28-year journey from engineer to product leader, revealing how companies can balance rapid innovation with meaningful customer solutions.

How can media companies reinvent themselves in the age of AI? In this episode of the CPO Rising Series hosted by Products That Count Resident CPO Renee Niemi, Bloomberg Media Global Head of Product Marissa Zanetti-Crume shares her insights on building customer-centric media products. She reveals how Bloomberg is transforming its approach by prioritizing audience needs and leveraging data to drive innovation and growth in a rapidly changing media landscape.

➡️ Like The Podcast? Leave A Rating: https://ratethispodcast.com/successstory  In this Lessons episode, David Hauser, startup culture architect and entrepreneur behind a $175M exit, shares how core values drive success in both business and life. Learn how mindfulness and extreme focus can be a superpower for entrepreneurs, why high-achievers often take an all-or-nothing approach, and how to channel that intensity productively. Discover how yoga and meditation can enhance decision-making, clarity, and resilience, and gain insights into the biggest mistakes founders make when scaling a business.➡️ Show Linkshttps://successstorypodcast.com  YouTube: https://youtu.be/OLb4X0WUuRcApple: https://podcasts.apple.com/us/podcast/david-hauser-entrepreneur-author-speaker-investor-how/id1484783544Spotify: https://open.spotify.com/episode/6sKQCEUuGs3psLP8GBmhc4➡️ Watch the Podcast On Youtubehttps://www.youtube.com/c/scottdclary