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Numbers and Narratives bridges the gap between the marketing/customer experience and data - come listen to marketing and CX experts talk about how to use data to better engage with your customers and provide a great experience.
63 Episodes
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What happens when a lifelong English major turns thousands of customer conversations into a data-driven playbook for business growth? In this episode of Numbers and Narratives, we sit down with Joe Gilgoff (CX Joe) to unpack a career that spans early-stage startups, breakout consumer brands like AG1, Daily Harvest, and SeatGeek, and a bold leap into entrepreneurship. Joe shares how he transformed unstructured customer data into actionable insights, and why customer experience isn’t a cost ce...
How 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 ...
What 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, an...
Every 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 - Whe...
This 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 ...
What 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 personalizatio...
In 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 intel...
In 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 ...
In 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 impleme...
In 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 omni...
In 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 landsc...
In 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 t...
In 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 ...
In 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 ...
In 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 validatio...
In 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 AXI...
In 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, gr...
In 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 ...
In 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 in...
In 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 cus...
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