Conversations

Unpacking Customer Experience at Meta's Reality Labs with Pegah Valeh

Sep 8, 2025

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6 min read

Unpacking Customer Experience at Meta's Reality Labs with Pegah Valeh

Recently we had a conversation with Pegah Valeh, who leads the customer experience and analytics program at Meta's Reality Labs division. Reality Labs is on the cutting edge, covering virtual reality, augmented reality, mixed reality and Meta's vision for the metaverse, including Horizon World. It was fascinating to learn about her team's data-driven approach to understanding the customer experience. Here's what we discussed:

Conversations

Driving Retention and Growth Through Customer-Centric CX: An Interview with Justin Crosbie from TULA Skincare

Sep 8, 2025

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3 min read

Driving Retention and Growth Through Customer-Centric CX: An Interview with Justin Crosbie from TULA Skincare

This week, we had the pleasure of speaking with Justin Crosbie, the Head of Customer Experience at TULA Skincare, a leading doctor-founded clinically effective skincare brand. Our conversation delved into Justin's journey building out TULA’s CX function from scratch, his approach to balancing automation with human connection, and the critical role that customer insights play in driving both retention and revenue growth. Here are the key takeaways from our discussion:

Conversations

Unlocking Growth Through Proactive Churn Analysis: Secily Selert, Shogun

Sep 8, 2025

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3 min read

Unlocking Growth Through Proactive Churn Analysis: Secily Selert, Shogun

This week, we had the pleasure of speaking with Secily Selert, the Head of Customer Success at Shogun, an e-commerce experience platform that powers storefronts for over 20,000 brands. Our conversation delved into Secily's unique background spanning journalism, PR, and customer success, her rapid ascent into CS leadership roles, and her philosophy on leveraging churn data to drive proactive retention strategies. Here are the key takeaways from our discussion:

Conversations

Designing Customer-Centric Products: Insights from Stefan Stahl

Sep 8, 2025

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3 min read

Designing Customer-Centric Products: Insights from Stefan Stahl

Last week, I had the pleasure of speaking with Stefan Stahl who has been leading product development teams for the better part of a decade. Stefan's approach to product development, which combines data-driven insights with a deep understanding of customer needs, offers valuable lessons for product leaders across industries. Here's what we discussed:

Conversations

Data-Driven Product Management in Fintech: Insights from Angela Fleming of FreeAgent

Sep 8, 2025

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3 min read

Data-Driven Product Management in Fintech: Insights from Angela Fleming of FreeAgent

We recently had the pleasure of chatting with Angela Fleming, VP of Product at FreeAgent, a cloud accountancy software solution that's part of the NatWest Group. Angela's got a fascinating background spanning automotive tech, retail, and now fintech, giving her a unique perspective on building data-driven, customer-centric products. We dove into how she structures her product org, leverages data for decision-making, and fosters a culture of innovation. So grab your favorite analytics dashboard, and let's jump in!

Conversations

Bridging Product, Sales, and Customer Experience: Insights from Steven Hunt of Skytap

Sep 8, 2025

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3 min read

Bridging Product, Sales, and Customer Experience: Insights from Steven Hunt of Skytap

My team and I recently had the pleasure of chatting with Steven Hunt, the Vice President of Product Management at Skytap. Steven's been around the block a few times in the tech world, and boy, does he have some stories to tell. From his days as a self-proclaimed "Windows guy" to leading product teams at various startups and established companies, Steven's got a unique perspective on how to use data to drive product decisions and ultimately, business growth. ‍We dove deep into how product teams can work hand-in-hand with sales and customer experience to create a data-driven culture that actually moves the needle.

Conversations

Building a Scalable Customer Support Program: An Interview with Jordan Hooker from Tavolo Consulting

Sep 8, 2025

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3 min read

Building a Scalable Customer Support Program: An Interview with Jordan Hooker from Tavolo Consulting

This week, we sat down with Jordan Hooker, the founder of Tavolo Consulting, a firm specializing in helping early to mid-stage startups build world-class customer support programs. Our conversation delved into the key pillars of an effective support operation, the importance of data-driven decision making, and how to future-proof your customer experience as you scale. Here are the key takeaways from our discussion:

Conversations

Scaling Customer Success with Data-Driven Strategies: Insights from Becca Weiss at Flatfile

Sep 8, 2025

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3 min read

Scaling Customer Success with Data-Driven Strategies: Insights from Becca Weiss at Flatfile

Last week, I had the opportunity to speak with Becca Weiss, VP of Customer Success at Flatfile, a data onboarding platform. Becca's unique approach to scaling customer success and support in a high-growth startup environment offers valuable lessons for CX leaders across industries. Here's what we discussed:

Conversations

Balancing Data Insights and Human Intuition in CX Leadership: An Interview with Disha Gosalia from Gladly

Sep 8, 2025

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3 min read

Balancing Data Insights and Human Intuition in CX Leadership: An Interview with Disha Gosalia from Gladly

In today's fast-evolving world of customer experience, leaders must be adept at harnessing data to guide their decisions while also knowing when to trust their gut. We had the pleasure of speaking with Disha Gosalia, Chief Customer Officer at Gladly, a radically personal customer service platform that uses the best of AI and people to drive lifelong customer loyalty. In our conversation, Disha shared her thoughts on the key metrics that matter most in CX, the growing role of AI and automation, and the art of balancing quantitative insights with experience-bred intuition. Here are the key takeaways from our discussion.

Conversations

Prioritizing Issues to win in CX - Emre Tekoglu at Zywave

Sep 8, 2025

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3 min read

Prioritizing Issues to win in CX - Emre Tekoglu at Zywave

Last week, we had an insightful conversation with Emre Tekoglu, Vice President of Customer Support at Zywave, a leading insurance software company. Emre's unique approach to scaling customer support and using data to drive improvements offers valuable insights. Here's what we learned:

Conversations

Cultivating a Customer-Centric Culture: Insights from Happy Luther

Sep 8, 2025

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7 min read

Cultivating a Customer-Centric Culture: Insights from Happy Luther

Hey there - happy Wednesday! We recently had the pleasure of chatting with Happy Luther, a veteran CX leader who's steered customer success ships at tech giants like LinkedIn and Salesforce, as well as growth-stage companies like Cleverbridge. Happy's got some fascinating insights on how to build a truly customer-centric organization, leverage data to drive decisions, and align cross-functional teams around customer outcomes. Let’s dive in:

Conversations

Leveraging AI to Enhance Analytics: An Interview with Dr. Michael Flaxman from Heavy AI

Sep 8, 2025

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3 min read

Leveraging AI to Enhance Analytics: An Interview with Dr. Michael Flaxman from Heavy AI

As artificial intelligence continues to reshape the technology landscape, even established fields like data analytics are experiencing profound transformations. We had the pleasure of speaking with Dr. Michael Flaxman, Head of Product at Heavy AI, a company that has spent the last decade pioneering big data analytics solutions and is now at the forefront of integrating AI into their platform. Our conversation explored the challenges and opportunities of bringing conversational AI to enterprise analytics, balancing accuracy with usability, and the evolving expectations of users in an AI-powered world. Here are the key takeaways from our discussion:

Conversations

Driving Customer Success Through Data-Driven Insights: Lessons from Dylan Sewell at Workyard

Sep 8, 2025

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8 min read

Driving Customer Success Through Data-Driven Insights: Lessons from Dylan Sewell at Workyard

Last week, I had the opportunity to speak with Dylan Sewell, Head of Customer Success at Workyard, a company specializing in time tracking and location tracking for construction companies. Dylan's insights into building a customer success function from the ground up and leveraging data to drive retention offer valuable lessons for customer success leaders across industries. Here's what we discussed:

Conversations

Unlocking the Voice of the Customer at PTC - Steve Davenport

Sep 8, 2025

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3 min read

Unlocking the Voice of the Customer at PTC - Steve Davenport

Last week we had the opportunity to chat with Steve Davenport, who leads Voice of the Customer (VoC) initiatives at PTC. PTC is an enterprise software company that provides solutions for digital transformation across engineering, manufacturing, and service operations. Given their focus on enabling customer success, it's no surprise that VoC plays a critical role. Here's what we learned.

Conversations

Creating a Customer-Obsessed Culture: An Interview with Stephanie Ouellet from Earth Rated

Sep 8, 2025

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3 min read

Creating a Customer-Obsessed Culture: An Interview with Stephanie Ouellet from Earth Rated

This week, we had the pleasure of speaking with Stephanie Ouellet, the Customer Experience Manager at Earth Rated, a leading brand in the pet industry known for their eco-friendly dog waste bags and dispensers. Our conversation delved into how Earth Rated has built a customer-centric culture from the ground up, the challenges of scaling a personalized customer experience, and the innovative ways they're leveraging customer insights to drive product innovation and delight their customers. Here are the key takeaways from our discussion:

Conversations

Data-Driven Product Management in Affiliate Marketing: Insights from Meytal Markman of Rakuten Advertising

Sep 8, 2025

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3 min read

Data-Driven Product Management in Affiliate Marketing: Insights from Meytal Markman of Rakuten Advertising

Hey there, product folks and data enthusiasts! We recently had the pleasure of chatting with Meytal Markman, VP of Product at Rakuten Advertising. Meytal has been in the affiliate marketing game for over 15 years, and she's got some fascinating insights on how to use data to drive product decisions in this unique corner of the digital marketing world. Here’s just some of our awesome conversation:

Conversations

Leveraging Empathy, Competition and Technology for Customer Success: An Interview with David Karp from DISQO

Sep 8, 2025

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3 min read

Leveraging Empathy, Competition and Technology for Customer Success: An Interview with David Karp from DISQO

In today's fast-paced business landscape, truly understanding and serving customers is more critical than ever for driving growth and building lasting relationships. We had the privilege of speaking with David Karp, Chief Customer Officer at DISQO, a customer experience platform that helps businesses connect with their audiences. Our conversation delved into David's core pillars for success, how DISQO leverages data and AI to gain deep customer insights, and the importance of cross-functional collaboration. Here are the key takeaways from our discussion:

Conversations

Leveraging Customer Support Data for Business Growth: Insights from Alejandro Villacís at FCP Euro

Sep 8, 2025

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3 min read

Leveraging Customer Support Data for Business Growth: Insights from Alejandro Villacís at FCP Euro

Last week, I had the pleasure of speaking with Alejandro Villacís, who leads Customer Experience and Insights at FCP Euro, a leading online marketplace specializing in aftermarket and OEM parts for European vehicles like BMW, Mercedes-Benz, Volkswagen, Audi, and Porsche. With over a decade of experience managing operational customer experience teams, Alejandro provided valuable insights on how support teams can drive business growth and improve the overall customer experience. Here's what we discussed:

Conversations

Maximizing Growth Through Customer Success - With Jameson Braddock, VP of CS at Rently

Sep 8, 2025

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3 min read

Maximizing Growth Through Customer Success - With Jameson Braddock, VP of CS at Rently

Last week we had a conversation with Jameson Braddock, Vice President of Client Success at Rently, a company that provides self-guided tours and smart home technology for the real estate industry. Jameson's unique background in sales engineering and his experience across various company sizes brings a fresh perspective to client success. Here's what we learned:

Conversations

Driving Product Innovation with Data Insights: An Interview with Britney Russ from Codecademy

Sep 8, 2025

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3 min read

Driving Product Innovation with Data Insights: An Interview with Britney Russ from Codecademy

In today's fast-evolving tech landscape, education platforms must constantly innovate to meet the changing needs of learners and stay ahead of the curve. We had the pleasure of speaking with Britney Russ, VP of Product and Technology at Codecademy, a leading interactive learning platform for coding and technical skills. Our conversation explored how Britney and her team leverage data to inform content strategy, measure brand resonance, and deliver an engaging learning experience. Here are the key takeaways from our discussion:

Conversations

The Pitfalls of Scaling CX too Fast - with Kathryn Mahdavi, VP of CX at Rinse

Sep 8, 2025

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3 min read

The Pitfalls of Scaling CX too Fast - with Kathryn Mahdavi, VP of CX at Rinse

Last week we had a conversation with Kathryn Mahdavi, Vice President of Customer Experience at Rinse, a technology-enabled dry cleaning and laundry service. Kathryn's approach to CX is both data-driven and deeply human-centered. Here's what we learned:

Conversations

Driving Product Decisions in a Diverse Market: Insights from Ryan Johnson, CPO of CallRail

Sep 8, 2025

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3 min read

Driving Product Decisions in a Diverse Market: Insights from Ryan Johnson, CPO of CallRail

Last week, I had the pleasure of speaking with Ryan Johnson, Chief Product Officer at CallRail, a leading provider of lead intelligence software for small and medium-sized businesses. Ryan's insights into product development, customer feedback analysis, and the challenges of scaling a SaaS product in a diverse market offer valuable lessons for product leaders and founders alike. Here's what we discussed:

Conversations

Punching Above Your Weight: An Interview with Courtney LeBlanc at Willful

Sep 8, 2025

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3 min read

Punching Above Your Weight: An Interview with Courtney LeBlanc at Willful

This week, we had the pleasure of speaking with Courtney LeBlanc, Senior Customer Support Manager at Willful, a Canadian online platform that enables users to create powers of attorney and last will and testament documents without the need for a lawyer. Our conversation delved into how Willful leverages a small but mighty support team to deliver empathetic, efficient service to customers navigating a complex and often emotionally charged process. Here are the key insights from our discussion:

Conversations

Designing Customer-Centric Experiences: Insights from Gessica Puglielli at MPB

Sep 8, 2025

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7 min read

Designing Customer-Centric Experiences: Insights from Gessica Puglielli at MPB

Last week, I had the pleasure of speaking with Gess Puglielli, Head of Product Design at MPB, a leading platform for buying and selling used camera equipment. Gess' insights into building customer-centric design processes and leveraging data to drive product decisions offer valuable lessons for design and product leaders across industries. Here's what we discussed:

Conversations

Driving Customer-Centric Support: Insights from Stephen Ng at Splashtop

Sep 8, 2025

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5 min read

Driving Customer-Centric Support: Insights from Stephen Ng at Splashtop

Last week, I had the opportunity to speak with Stephen Ng, who leads global support, sales engineering, and technical account management at Splashtop, a remote access software company. Stephen's insights into building a customer-centric support organization and leveraging customer feedback to drive product improvements offer valuable lessons for support and product leaders across industries. Here's what we discussed:

Conversations

Unpacking Customer Experience at Meta's Reality Labs with Pegah Valeh

Driving Retention and Growth Through Customer-Centric CX: An Interview with Justin Crosbie from TULA Skincare

Unlocking Growth Through Proactive Churn Analysis: Secily Selert, Shogun

Designing Customer-Centric Products: Insights from Stefan Stahl

Data-Driven Product Management in Fintech: Insights from Angela Fleming of FreeAgent

Bridging Product, Sales, and Customer Experience: Insights from Steven Hunt of Skytap

Building a Scalable Customer Support Program: An Interview with Jordan Hooker from Tavolo Consulting

Scaling Customer Success with Data-Driven Strategies: Insights from Becca Weiss at Flatfile

Balancing Data Insights and Human Intuition in CX Leadership: An Interview with Disha Gosalia from Gladly

Prioritizing Issues to win in CX - Emre Tekoglu at Zywave

Cultivating a Customer-Centric Culture: Insights from Happy Luther

Leveraging AI to Enhance Analytics: An Interview with Dr. Michael Flaxman from Heavy AI

Driving Customer Success Through Data-Driven Insights: Lessons from Dylan Sewell at Workyard

Unlocking the Voice of the Customer at PTC - Steve Davenport

Creating a Customer-Obsessed Culture: An Interview with Stephanie Ouellet from Earth Rated

Data-Driven Product Management in Affiliate Marketing: Insights from Meytal Markman of Rakuten Advertising

Leveraging Empathy, Competition and Technology for Customer Success: An Interview with David Karp from DISQO

Leveraging Customer Support Data for Business Growth: Insights from Alejandro Villacís at FCP Euro

Maximizing Growth Through Customer Success - With Jameson Braddock, VP of CS at Rently

Driving Product Innovation with Data Insights: An Interview with Britney Russ from Codecademy

The Pitfalls of Scaling CX too Fast - with Kathryn Mahdavi, VP of CX at Rinse

Driving Product Decisions in a Diverse Market: Insights from Ryan Johnson, CPO of CallRail

Punching Above Your Weight: An Interview with Courtney LeBlanc at Willful

Designing Customer-Centric Experiences: Insights from Gessica Puglielli at MPB

Driving Customer-Centric Support: Insights from Stephen Ng at Splashtop

Numbers and Narratives