Shows
Numbers and NarrativesJason Katz: The CX Pain Points That Spark InnovationHow do you scale customer support from 10 people to more than 2,300—while keeping humanity, psychology, and operational excellence at the center? In today’s episode, we sit down with Jason Katz, former early Peloton leader and now founder of Lentil Labs, to explore how customer experience transforms when technology, empathy, and data-driven insights collide.Jason shares the wild hypergrowth journey of Peloton’s support team, the surprising lessons he learned rebuilding their entire support tech stack, and why he believes the future of CX is defined by operational efficiency, AI-assisted support, customer psychology, and intentional service design. We tal...
2025-12-0155 min
Numbers and NarrativesHow Generalist Marketers Win With AIWhat happens when you treat vinyl not just as music, but as an asset class? In this episode of Numbers and Narratives, we sit down with Cory Huff, a self-described technology nerd and marketing enthusiast who helped build recommendation engines at Discogs, the world’s largest music marketplace. We dig into how hardcore vinyl collectors think, why “collection value” matters more than taste, and what that means for building smarter recommendation systems in a world of rare pressings, promos, and blood-infused records.From there, we zoom out into Cory’s career as a T-shaped marketer across B2B and B2...
2025-11-2431 min
Numbers and NarrativesFrom Zero to Billions: The Data Loops Behind GrowthEvery marketer (and probably every finance leader) have wondered how incrementally valuable their work is. Colette Nataf got to experience that question, on both sides of the coin.- Unlimited budget (not a joke)- $0 in Facebook Ads spend (also not a joke)Colette is one of the best leaders in the growth marketing space. And she does that while navigating the extremely tough (and regulated) healthcare space.Check out this episode to learn:- How to do customer research THE RIGHT WAY- Where your performance marketing dollars should be...
2025-11-1734 min
Numbers and NarrativesHiring for Curiosity: The Skills AI Can’t ReplaceThis week, we sit down with Liz Reeves, Director of Client Care Operations at a North Carolina-based healthcare software company backed by Bertelsmann, to unpack a deceptively simple question: how do you use AI to reduce admin work without diluting the human experience? We go deep on “human first, human last,” the realities of a highly regulated industry, and why agentic AI belongs behind the scenes—freeing teams to spend more time with customers and clinicians, not less.Liz shares how her org supports everything post-sale (customer education, community, chat, quality, and tooling for CS, Support & ProServ), plus c...
2025-11-1034 min
Numbers and NarrativesReddit, AI, and the New Rules of Customer InsightWhat happens when cutting-edge AI meets customer experience in some of the world’s most highly regulated industries? In this episode, we sit down with Sarah York, Chief Experience Officer and Fractional CMO, to unpack how AI is reshaping the way companies connect with their customers from startups to established enterprises.Sarah shares how data-driven insights and automation can elevate the customer journey without losing the human touch. We explore how brands like Chewy use personalization to turn routine interactions into moments of delight, why building with data in mind is essential, and how AI audits and be...
2025-11-0341 min
Numbers and NarrativesAI is giving us Ted Lasso energyIn this episode of Numbers and Narratives, we sit down with Hannah Carlson, founder of Inertia Growth, to explore how AI and automation are transforming the way companies operate, sell, and scale. Hannah breaks down how smaller teams can now compete with giants by working smarter, not harder, using automation, AI-powered insights, and smarter workflows to fuel growth. We dig into how marketing, sales, and creative roles are evolving, and how to balance human intuition with machine intelligence to build scalable, sustainable businesses.If you’re curious about the future of work, AI-driven marketing, or how to tur...
2025-10-2747 min
Numbers and NarrativesThe Future of Work: Why the Bar Just RaisedIn this illuminating episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Justin Michaud, Director of Customer Care at Life360, to explore the cutting-edge world of AI in customer support. Justin shares his experience leading a team that supports multiple products, including Life360, Tile, and Geobit, and how they've revolutionized their customer service approach using AI.The conversation dives deep into the practical applications of AI in customer support, with Justin revealing that their AI agent handles a staggering 180,000 conversations per month compared to 20-25,000 by human agents. He discusses the strategy behind...
2025-09-0837 min
Numbers and NarrativesAI Meets Automotive Care at FCP EuroIn this insightful episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Alejandro Villacís, the head of customer experience at FCP Euro, to explore the intersection of AI and customer service in the automotive aftermarket industry. FCP Euro, known for its exceptional customer care and lifetime replacement guarantee, faces the challenge of maintaining personalized service while managing costs as the business grows. Alejandro shares how they're strategically implementing AI to enhance rather than replace human interactions.The conversation delves into FCP Euro's unique approach to customer support, where many inbound inquiries are f...
2025-09-0242 min
Numbers and Narratives7 Brutal Truths About DTC in 2025In this episode of Numbers and Narratives, host Sean Collins sit down with Saverio Bianchi, founder of Atelier & Avenue, a boutique e-commerce and digital transformation consultancy. With over 20 years of experience working with luxury brands like Ferrari, LVMH, and L'Oreal, Saverio offers a unique perspective on the current state of direct-to-consumer (DTC) businesses. He discusses the challenges facing DTC brands, including rising ad costs, investor pressures, and the shift towards omnichannel strategies. Saverio emphasizes the importance of creating desire and standing out in an increasingly crowded market, urging brands to be brave and innovative in their approach to growth...
2025-08-2639 min
Numbers and NarrativesNavigating the Hype: Agentic AI and Product MarketingIn this thought-provoking episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Haidee Griswold, Director of Technical Product Marketing at Anomalo, to explore the rapidly evolving world of AI and its impact on marketing, business, and everyday life. Haidee shares her extensive experience in bringing AI technologies to life, from early voice assistants to today's generative AI systems. The conversation delves into the challenges of marketing AI products in a landscape filled with buzzwords and hype, with Haidee emphasizing the importance of authenticity and education in communicating AI capabilities.The discussion takes...
2025-07-2132 min
Numbers and NarrativesBeehiiv's Secret Weapon: Geo-Targeted Marketing ExperimentsIn this episode of Numbers and Narratives, Sean Collins sits down with EJ White, Head of Growth at beehiv, to explore the cutting-edge world of marketing analytics and growth strategies. EJ shares his journey from agency work to leading growth at beehiv, a newsletter-focused email marketing platform that has seen explosive growth. The conversation dives deep into the challenges of communicating marketing impact to stakeholders and the innovative solutions EJ has implemented.A highlight of the episode is the discussion of beehiv's use of advanced media mix modeling through Blue Alpha, a tool that has revolutionized their...
2025-06-301h 01
Numbers and NarrativesRevolutionizing Email Marketing: Strategies for Dormant SubscribersIn this insightful episode, Sean Collins sits down with Dean Ginsberg, founder of Winback, to explore the often-overlooked world of email marketing and lifecycle management. Dean shares his journey from running digital transformations for enterprise brands to developing innovative solutions for reactivating dormant email subscribers. He discusses how most companies are leaving significant revenue on the table by not properly leveraging their email lists, especially the 80% of subscribers who are typically considered "inactive."Dean dives deep into the misconceptions surrounding email deliverability and engagement, challenging common practices like only emailing the top 20% of engaged subscribers. He explains...
2025-06-2340 min
Numbers and NarrativesHow to adapt your CX strategy as your company growsIn this episode of Numbers and Narratives, Sean and Ibby welcome Dan Budick, Senior Director of Customer Solutions at Bilt Rewards. With nearly four years at the company, Dan shares his journey from aspiring sports broadcaster to customer experience leader, offering a unique perspective on the evolving landscape of customer support. The conversation delves into the transformation of Bilt's customer experience approach, shifting from reactive to proactive strategies. Dan emphasizes the importance of understanding customer segments, leveraging data effectively, and building strong relationships across departments to drive meaningful change. Listeners will gain valuable insights into ho...
2025-06-1633 min
Numbers and NarrativesThe Art of Saying No: Prioritizing Features in StartupsIn this episode of Numbers and Narratives, Sean and Ibby sit down with Michael Wolfe, a serial entrepreneur and startup veteran with over 25 years of experience founding and scaling B2B software companies. Michael shares invaluable wisdom on the critical importance of customer discovery and validation in the early stages of building a startup. He emphasizes that while many founders know they should talk to customers, few do it effectively. Michael advises against seeking mere validation and instead encourages founders to approach customer conversations with genuine curiosity and openness. He stresses the need to understand customer problems d...
2025-06-0938 min
Numbers and NarrativesBalancing AI and Human Touch in Modern Customer SupportIn this episode of Numbers and Narratives, Ibby Syed and Sean Collins dive deep into the world of AI-powered customer support with special guest Kenji Hayward, Head of Support at Front. As a veteran in the support industry, Kenji shares his unique perspective on leading support at a company that provides support software. The conversation kicks off with a discussion on the limitations of using deflection rate as a primary KPI for chatbots and AI assistants. Kenji introduces his innovative AXIS framework, designed to more accurately measure the quality of AI interactions beyond simple deflection metrics.They...
2025-06-0240 min
Numbers and NarrativesResponsible AI: Balancing Efficiency and Ethics in BusinessIn this episode of Numbers and Narratives, Sean and Ibby dive deep into the world of responsible AI with guest Sarah Payne, AI Strategy and Program Lead at Coinbase. Sarah shares her expertise on implementing AI across workflows while prioritizing ethics and user trust. The conversation explores the challenges of developing AI systems that are not just efficient, but also ethically sound and safe for users.Sarah discusses the importance of having humans in the loop during AI development, gradually reducing human involvement as systems are validated over time. The hosts and guest also delve into the...
2025-05-1926 min
Numbers and NarrativesAmazon vs Retail: Navigating Sales Channels for Beauty BrandsIn this enlightening episode of Numbers and Narratives, hosts Sean and Ibby sit down with Lisa Stroud, founder of True Beauty Lashes, to explore the fascinating journey from corporate America to entrepreneurship in the beauty industry. Lisa shares her experience transitioning from working with major brands like Unilever to launching her own eyelash and beauty products company. The conversation delves into the challenges and opportunities of selling on Amazon, including the intricacies of product listings, dealing with competitor attacks through fake reviews, and navigating Amazon's strict guidelines. Lisa provides valuable insights into leveraging Amazon as a testing g...
2025-05-1244 min
Numbers and NarrativesThe Art of Asking Good Questions in Customer SuccessIn this insightful episode, hosts Sean and Ibby sit down with Meaghan Kaplan from Cleo, an end-to-end caregiving platform, to discuss the intricacies of customer success and commercial operations in today's evolving business landscape. Meaghan, who oversees Cleo's commercial operations department, shares her unique perspective on building strong customer relationships and driving business growth through effective data utilization and cross-functional collaboration.The conversation delves into the importance of asking the right questions to truly understand customer needs and pain points. Meaghan emphasizes that great customer success managers and salespeople are not afraid to ask probing questions, even...
2025-05-0528 min
Numbers and NarrativesMerging Marketing and CX: RJ Young's Secret to Client SatisfactionIn this episode of Numbers and Narratives, hosts Sean and Ibby sit down with Kamron Kunce, VP of Marketing and Customer Experience at RJ Young, to explore the fascinating intersection of marketing and customer experience in the B2B technology sector. Kamron shares his unique journey from the music industry to e-commerce and finally to his current role at RJ Young, a 70-year-old business technology company undergoing significant transformation.The conversation delves deep into RJ Young's customer-centric approach, highlighting their "We Make It Right" guarantee and the innovative ways they blend marketing with customer experience to deliver...
2025-04-2832 min
Numbers and NarrativesWhy AI Can't Replace Human Touch in Customer ExperienceIn this episode of Numbers and Narratives, Sean and Ibby sit down with Michael Bair, founder of Bair Consulting, to explore the critical role of customer experience in today's business landscape. With over 20 years of experience across B2C and B2B companies, Michael shares his expertise on how businesses can differentiate themselves through exceptional customer support. The conversation delves into the limitations of AI in customer service, the importance of human interaction, and why many companies are overestimating the impact of chatbots. Michael emphasizes the need to focus on creating "raving fans" who will renew and r...
2025-04-2139 min
Numbers and NarrativesScrappy Marketing Tactics for Bootstrapped E-commerce BrandIn this episode of Numbers and Narratives, Sean Collins sits down with Temilola Agbede, a seasoned e-commerce marketing expert with over 15 years of experience. Temi shares her journey from traditional retail to leading direct-to-consumer channels for major brands like Estée Lauder and innovative startups. The conversation dives deep into the evolving landscape of e-commerce marketing, exploring the delicate balance between data-driven strategies and brand building.Temi offers valuable insights on launching new brands, emphasizing the importance of brand positioning from day one. She discusses how to approach marketing differently for bootstrapped versus venture-backed companies, and shares c...
2025-04-0135 min
Numbers and NarrativesLessons from Duolingo to Buffer: Test EverythingIn this insightful episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Maggie Glascott, Senior Email Marketing Manager at Buffer, to dive deep into the world of email personalization and testing. With an impressive resume including stints at Duolingo and StreetEasy, Maggie shares her wealth of experience in crafting effective email strategies for tech companies.The conversation explores Maggie's approach to revamping Buffer's onboarding email series, highlighting key tactics such as shortening copy, moving CTAs above the fold, and implementing personalized content based on user actions. Maggie emphasizes the importance of an...
2025-03-2429 min
Numbers and NarrativesBuilding a Cultural Brand: Lessons from Adidas to LuccheseIn this enlightening episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins engage in a riveting discussion with Austin Ripmaster, Chief Creative Officer and VP of Brand at Lucchese Bootmaker. Ripmaster offers listeners an exclusive behind-the-scenes look at how a 142-year-old American icon maintains its relevance and expands its customer base while staying true to its roots. From the challenges of transitioning to a direct-to-consumer model to the intricacies of luxury brand positioning, this episode is packed with valuable insights for anyone interested in brand management and marketing.Ripmaster shares fascinating anecdotes about Lucchese's celebrity...
2025-03-1738 min
Numbers and NarrativesEngine's Growth Strategy: Awareness, Partnerships, and InnovationIn this episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins sit down with Keith Jensen, Chief Communications Officer at Engine, to discuss the revolutionary approach to business travel management. Keith shares how Engine is disrupting the traditional travel management company (TMC) model by offering a free, user-friendly platform that saves businesses time and money. He explains how Engine's unique relationships with hotels and suppliers create a win-win situation for all parties involved, leading to an average of 26% savings for travelers. The conversation delves into Engine's impressive growth, challenges in creating awareness for a new c...
2025-03-1034 min
Numbers and NarrativesSexy Mayos, Backpacks and Influencers: Exploring opportunities in niche marketsIn this captivating episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins engage in a lively discussion with Nate Rosen, founder of Express Checkout and a leading voice in the CPG industry. The conversation centers around the challenges and opportunities facing consumer brands in today's competitive landscape, offering listeners a behind-the-scenes look at how successful companies differentiate themselves and capture market share.Nate shares his expertise on three primary strategies for brand success: developing unique products, building strong brand identities, and targeting specific niche audiences. The discussion is peppered with real-world examples, from the clever...
2025-03-0434 min
Numbers and NarrativesRisky Business: Which teams shouldn't use AI?In this episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins reunite with Aidan Parisian, partner at Connor Group, to explore the fascinating world of AI adoption in finance. As the podcast's first returning guest, Aidan brings his wealth of experience in data analytics to shed light on the current state of AI implementation in financial operations. The conversation takes listeners on a journey through the complexities of integrating cutting-edge technology into traditionally conservative finance departments.The episode dives deep into the challenges faced by finance teams in embracing AI, with Aidan revealing surprising statistics...
2025-02-2443 min
Numbers and NarrativesNext-Gen Ecomm: A more personalized Future - with Matt Bahr, CEO FairingIn this episode of Numbers and Narratives, Ibby Syed and Sean Collins welcome Matt Barr, the innovative mind behind Fairing, a leading post-purchase survey platform. Matt takes listeners on a fascinating journey through the Shopify ecosystem, sharing his experiences as both a merchant and a SaaS founder. The discussion provides a comprehensive look at the challenges facing Shopify app developers, the evolving needs of e-commerce brands, and the future of personalization in online retail.Matt offers unique insights into the world of e-commerce attribution, explaining how Fairing's approach to post-purchase surveys is revolutionizing how brands understand their...
2025-02-1034 min
Numbers and NarrativesMastering Technical Marketing: Insights from a Braze Expert - with Allan HeoThis episode of Numbers and Narratives takes listeners on a journey through the evolving landscape of marketing technology. Hosts Ibby Syed and Sean Collins welcome Allan Heo, founder of For Now Marketing, who shares his expertise on Braze and technical marketing. The discussion kicks off with an exploration of what it means to be a technical marketer in today's data-driven world. Allan breaks down complex concepts, explaining how marketers can leverage powerful platforms like Braze to create sophisticated, personalized customer journeys. The conversation then dives into the nitty-gritty of implementing marketing automation, using the example of appointment r...
2025-02-0334 min
Numbers and NarrativesFounder-Led Marketing: Leveraging AI Without Losing Authenticity - with Lauren VriensIn this episode of Numbers and Narratives, hosts Ibby Syed and Sean Collins engage in a thought-provoking discussion with Lauren Vriens, a startup advisor, former general manager at Revel and VP of Growth Strategy at Accenture, about the changing landscape of go-to-market strategies for startups in the AI era. The conversation kicks off with Lauren sharing her extensive background in AI product development and Fortune 500 strategy, setting the stage for a deep dive into the challenges and opportunities facing modern startups. The episode explores critical topics such as the importance of niching down, differentiating from competitors, and l...
2025-01-2736 min
Numbers and NarrativesAgency Management 101: Lessons from a Marketing Veteran - Krystina Rubino This week, we had an insightful conversation with Krystina Rubino about managing agencies for optimal output and setting yourself up for success. Krystina brings a wealth of experience from her time at various agencies and her current role at Right Side Up, where she started the growth marketing practice for offline marketing.Three big things that stood out:1. Choosing the right partner - Be clear about scope and capabilities, and don't ask agencies to go beyond their expertise.2. Active management is key - Don't "set it and forget it" with agencies, especially if y...
2025-01-1346 min
Numbers and NarrativesElevating Marketing and CX In Luxury Retail - with Juliana EvangelistaThis week, we had a fascinating chat with Juliana Evangelista about what makes luxury customer experience actually luxurious. Juliana comes with a really interesting perspective from working with brands like Swarovski on how to train retail teams and create those "wow" moments that keep people coming back.Three big things that stood out:Discovery before transaction - don't just ask "what are you shopping for?", learn about the customer first Consistency matters more than fancy perks - you'd have someone spend $100 ten times than $5k onceAI should enhance human connections, n...
2024-11-1941 min
Numbers and NarrativesEverything You Need To Know About Podcast Advertising - Giancarlo Bizzarro, Crooked MediaThis week, we had a super interesting chat with Giancarlo Bizzarro from Crooked Media about the ins and outs of podcast advertising. It was fascinating - turns out there's way more to this than just throwing money at podcasts and hoping people buy your stuff.Key things we covered:Your budget should be big, but not as big as you thinkHost-read ads crush pre-recorded onesTarget specific shows over mass blastingThe coolest part was learning how different ad placements work - like how post-roll ads are perfect for promoting...
2024-11-1329 min
Numbers and NarrativesHow SEO Ruined the Internet, and why AI is going to save it - Sean and IbbyThis week, we had a pretty fascinating chat about how SEO and content marketing are changing. Turns out 97% of web pages get zero (yes, actually zero) traffic from Google, and we went into detail about how SEO has basically ruined the internet by gaming the system with crappy listicles and generic content.Key stuff we covered:- How AI is taking over search results (but might not be terrible)- Why most SEO strategies are kind of pointless now- Why distribution matters more than ever- Using programmatic SEO (which sounds...
2024-10-2923 min
Numbers and NarrativesBundling Vs. Unbundling: The SaaS Debate - Sean and IbbyIn this episode of Numbers and Narratives, we rambled about a wide array of things including conference experiences, the trend of bundling vs. unbundling in SaaS products, and the challenges of building software for small businesses. Key takeaways from the discussion:Value of smaller, focused conferencesBundling trend in SaaS productsChallenges of all-in-one solutionsRippling as an example of the aboveImportance of "one core feature" in bundled productsWe talked about the benefits of attending smaller, more focused conferences that prioritize education and networking over aggressive product pitching. I...
2024-10-2126 min
Numbers and NarrativesEverything Gets Ruined by Marketers - Ibby and SeanIn this episode of Numbers and Narratives, Ibby and Sean engage in a candid discussion about the changing landscape of B2B marketing, particularly focusing on the decline of cold email outreach and the rise of AI-powered marketing tools. They explore alternative strategies for building meaningful connections with potential clients and share insights on leveraging AI effectively in marketing efforts.Key takeaways from the discussion:- Cold email effectiveness declining- AI-powered SDRs flooding inboxes- Value of genuine, personal connections- Using AI for intelligent lead engagement- Importance of...
2024-10-1430 min
Numbers and NarrativesCorporate Philanthropy: Where Customer Success and Impact Meet - Rebecca Holliday, GroundswellIn this episode of Numbers and Narratives, we spoke with Rebecca Holliday, Head of Customer Success and Impact at Groundswell. Rebecca shared insights on corporate philanthropy, employee engagement, and the evolving landscape of donation platforms. Drawing from her experience in both nonprofit and corporate sectors, Rebecca discussed how Groundswell is revolutionizing corporate giving programs.Key takeaways from the discussion:Democratizing corporate philanthropyBalancing admin and user needsCustomizing success metricsAddressing disaster fatigueRebecca emphasized the importance of empowering employees to choose causes they care about while providing companies with robust tools for program management and impact measurement...
2024-09-3032 min
Numbers and NarrativesEmail Marketing: Everything You Need to Know - Naomi West, ParcelIn this episode of Numbers and Narratives, we speak with Naomi West, a seasoned email and lifecycle marketer (currently at Parcel). Naomi shared insights from her extensive experience in the email marketing space, including her work with various ESPs and her recent venture into course creation. The conversation delved into the intricacies of email marketing, its importance in the digital landscape, and strategies for effective customer engagement.Key takeaways from the discussion:- Email's role in customer relationships- Common mistakes in D2C email marketing- How to start an email program...
2024-09-2336 min
Numbers and NarrativesValuing Customer Data: Insights for Marketing and Product - Stefan StahlIn this episode of Numbers and Narratives, we sat down with Stefan Stahl to discuss the intricacies of product development and customer data utilization. Stefan, with his background in mechanical engineering and experience leading product teams at startups like QuietKat and Ellavate, shared valuable insights on balancing customer desires with practical product design.Key takeaways from the conversation:Balancing customer wants vs. needsHalo products and aspirational marketingIoT for real-world usage insightsPrice-driven product developmentThe discussion touched on various industries, from e-bikes to luxury cars, exploring how companies...
2024-09-1630 min
Numbers and NarrativesCX and AI: Pitfalls and the Future Ahead - Disha Gosalia, Career CCOIn the latest episode of Numbers and Narratives, we engaged in an insightful discussion with Disha Gosalia about the transformative impact of AI on customer experience (CX). Gosalia, drawing from her extensive experience in the customer experience space (most recently as Gladly's Chief Customer Officer), shared valuable perspectives on the current state and future of AI in CX.Key takeaways from the conversation:- AI adoption crucial is inevitable in the CX space- Generative AI actually lowers the barrier for personalized experiences- New AI-specific roles are emerging- Privacy and hallucination...
2024-09-0933 min
Numbers and NarrativesTransforming Customer Feedback into Action - Rich Donnellan, AroHey everyone! This week on Numbers and Narratives, we had an enlightening conversation with Rich Donnellan, Head of Customer Experience at Aro. Rich shared valuable insights on building a hardware-software product aimed at helping families reduce screen time and foster better relationships. Key highlights from our chat with Rich include:The evolution of Aro's product from a dad-focused approach to a mom-centric solutionThe importance of customer feedback in pivoting product strategy and messagingStrategies for scaling a hardware-based product and building a strong communityThe power of authentic brand voice in connecting with the target audienceBalancing scalable and non-scalable approaches...
2024-08-1928 min
Numbers and NarrativesHow to Build The Best Customer Facing Culture - With David Karp, CCO @ DISQOHey everyone! This week on Numbers and Narratives, we had an insightful conversation with David Karp, an experienced leader in customer success and post-sales operations. David shared valuable perspectives on building strong customer relationships, team management, and fostering a positive company culture.Key highlights from our chat with David include:The importance of understanding customers as people with their own goals and challengesStrategies for balancing workload and creating space for deeper customer connectionsThe crucial interplay between customer success and product teamsBuilding a culture of open feedback and psychological safetyThe challenges of leading teams in...
2024-08-1242 min
Numbers and NarrativesAI's Impact on Customer Support and Authentic Connections - Justin Crosby, TulaHey everyone! This week on Numbers and Narratives, we have an exciting episode featuring Justin Crosby, the Head of CX at Tula Skincare. We delve into the crucial role of customer experience in omnichannel strategies and how Tula navigates the complexities of maintaining a consistent brand voice across diverse platforms like Amazon, Sephora, and Ulta.Justin shares insights on the importance of understanding customer preferences in different channels, the power of a well-trained team, and the challenges of integrating AI into customer interactions. We also explore how Tula utilizes data and feedback from beauty advisors to refine...
2024-08-0525 min
Numbers and NarrativesLeveraging AI for Better Go-to-market - with Aidan Parisian, Connor GroupHey everyone - this week, we've done a much longer episode of Numbers and Narratives with Aidan Parisian of the Connor Group. We dove deep into AI's role in go-to-market strategies, the importance of data analytics, and the power of resilience in personal and professional growth.Aidan shared insights on leveraging AI to democratize data and enhance customer experience, the challenges of data unification, and the critical role of consistent effort for long-term success. Plus, he recommended some transformative books like "4000 Weeks" by Oliver Burkeman and "Hidden Potential" by Adam Grant. Don't miss this episode—it's packed wi...
2024-07-2956 min
Numbers and NarrativesAchieving Relevancy and Trust in Marketing - w/ Drew PriceHey everyone - this week, we had an incredible conversation with Drew Price. We dove deep into career growth, the importance of personalization in marketing, and how to build trust with your customers. Drew shared insights on creating personalized weekly digests for Grammarly users, tackling the challenges of starting and scaling teams, and the vital role of leadership buy-in. Plus, he revealed his upcoming Maven course and inspiring newsletter on Substack. Don't miss this episode—it's packed with practical advice for lifecycle and retention marketers! Check it out now!Drew: https://www.linkedin.com/in/dre...
2024-07-0828 min
Numbers and NarrativesCMOs Who Code: Geoff Sanders, CMO @ FirstleafIn today's Episode of Numbers and Narratives, we're interviewing Firstleaf Wine's CMO, Geoff Sanders. Geoff has extensive experience across finance, e-commerce, and subscription services and offers a treasure trove of knowledge on performance marketing principles. Learn how essential metrics like LTV, churn rates, and net revenue retention can guide your strategies to enhance customer engagement and growth.Learn the secrets of how Firstleaf achieves a 98% uniqueness rate in their monthly shipments through personalized recommendations. Uncover the challenges and solutions in setting Customer Acquisition Cost (CAC) targets and the importance of integrating acquisition and retention teams to optimize...
2024-06-2437 min
Numbers and NarrativesThe Future of AI and Marketing - Sean and IbbyIn our latest episode of Numbers & Narratives, we explored the transformative impact of AI on marketing and hiring. AI is reshaping how marketing teams operate, shifting focus from routine tasks to creative problem-solving. We dived deep into how small teams can be more agile and efficient using AI, and the importance of understanding the audience to tell compelling stories. We also discussed the upsides and potential pitfalls of AI, from automating softer skills to undetectable errors. Tune in to get valuable insights on adapting to this evolving landscape and leveraging AI tools to boost your marketing efforts.
2024-06-1729 min