customer experience — PODCAST — Breakthrough Builders

David Sandstrom on how he’s building the Klarna brand to embody and express a next-generation financial services experience that is boldly different, deeply resonant, and – above all – anchored in human truth.

Season 5Jesse PurewalDecember 20, 2022chief marketing officer, financial products, marketing advice, maya rudolph, brand experience, klarna, brand awareness, advertising, snoop dogg, customer experience, financial services, David Sandstrom, Jesse Purewal

Authentic Energy

Jacob Jaber describes how a remarkable focus on community and hospitality helped Philz Coffee grow from a small bodega in San Francisco to over 70 locations nationwide.

Season 5Jesse PurewalNovember 23, 2022brand strategy, san francisco, philz coffee, scale, product experience, advice for entrepreneurs, consumer goods, employee experience, customer experience

Storytelling at Scale

Liz Jarvis-Shean, VP of Comms & Policy at DoorDash, on the tenets of great organizational storytelling—with lessons learned from stints at Airbnb and Tesla and years spent working with Candidate and President Barack Obama.

Season 5Jesse PurewalOctober 25, 2022public relations, community building, government, storytelling, public service, tech industry, digital experience, barack obama, communications, customer experience

On Loyalty

Rob Markey, Senior Partner at Bain & Company, describes the evolution of his customer-centric mission while breaking down the past, present, and future of the Net Promoter System he co-created.

Season 5Jesse PurewalOctober 12, 2022consulting, customer loyalty, harvard business review, net promoter score, customer retention, career advice, customer experience, nps, experience management

Meditation and Methods

Atif Rafiq on how he drove customer and career innovation as an entrepreneur and executive at companies from Amazon to McDonald’s, and how he’s evolved his game as a leader to blend efficiency and empathy.

Season 5Jesse PurewalJuly 14, 2022fortune 500, leadership, business authors, digital transformation, mcdonalds, advice for ceos, empathy, customer experience, amazon, entrepreneurship

Grit, Gratitude, and Grace

Dr. Adrienne Boissy on how she pivoted and persisted to find her place in healthcare and in the world, and on how she sees empathy, grace, intention, and reflection as key prescriptions for living in today's world.

Season 5Jesse PurewalApril 13, 2022neurology, technology, empathy in healthcare, grace, dr. adrienne boissy, gratitude, customer experience, experience management, patient experience

Relevant Reflections

Jesse sits down with TJ Bonaventura of StudioPod Media to reflect on his role as a brand builder, key themes from Breakthrough Builders, and what's in store for 2022. Jesse also faces a lightning round of questions from the production team!

Season 5Jesse PurewalDecember 31, 2021brand experience, product experience, experience economy, great resignation, advice for entrepreneurs, breakthroughs, employee experience, customer experience, experience management

Enterprising Empathy

Ocient CEO & Co-Founder Chris Gladwin reveals his methods for building businesses that meet the demands of Enterprise customers, and outlines his plan to help build Chicago into a major center for technology.

Season 5Jesse PurewalDecember 15, 2021advice for it professionals, b2b, enterprise solutions, chris gladwin, chicago, tech industry, product development, data analysis, customer experience

Faith in the Future

LivePerson Founder & CEO Rob LoCascio discusses the beautiful journey of entrepreneurship, the impermanence of failure, and the breakthrough innovations driving a new age of conversational commerce.

Season 5Jesse PurewalNovember 17, 2021rob locascio, conversational commerce, empathy at scale, artificial intelligence, technology, customer journeys, over the wall, advice for ceos, new york, chatbots, liveperson, customer experience, entrepreneurship

Inclusive Inventor

How Jenny Fleiss, co-founder of Rent The Runway, created the “closet in the cloud” to bring high-end fashion experiences to everyone, and how she’s guiding the next generation of entrepreneurs with expertise and empathy.

Season 5Jesse PurewalNovember 10, 2021rent the runway, fashion industry, inclusivity, epowerment, brand experience, advice for entrepreneurs, supply chain logistics, jenny fleiss, empathy, personalization, customer experience

Delighting the Enthusiast

Kristine Chin, VP of Customer Experience at Twilio, explains how a focus on core Enthusiasts enables teams to design and improve customer experiences.

Season 1Jesse PurewalNovember 30, 2020business, technology, systems thinking, customers, transformation, customer experience

Learning to Infinity

Farhan Thawar, VP of Engineering at Shopify, talks to Jesse about the doors he has opened in his career and life by viewing learning as an “infinite game.”

Amplifying Human Agency

Charlie Sutton, Head of Design at Facebook App, expounds on the power of design to give everyone a voice and to help us achieve peak human agency.

Educating the World

Geetha Murali, CEO of Room to Read, discusses the importance of building skills and relationships in the quest to educate 40 million children.

Building with Purpose

Robert Chatwani, Chief Marketing Officer of Atlassian, reflects on building with purpose, technology as a force for positive change, and the future of marketing.