Advertise on podcast: Customer Obsessed

In this episode: The story behind loomAI and what "getting agents into production one decision at a time" really means Why the race for AI value is colliding with rising token costs and energy limits, and how automating a bad process just gets you bad results faster Where Salesforce fits in a consumption-priced, agentic world, and why the trust layer and configuration still matter The governance problem every CIO is waking up to as agents multiply across the org The data vocabulary shift: why yesterday's clean data is often today's dead data What the consulting firm of the future looks like, from the 1,200 decisions a business makes each day to a learning organization that contracts on outcomes Drawing the line in regulated industries: human-in-the-loop, and why background agents beat customer-facing ones for now Why human connection becomes more valuable, not less, as everyone races to automate Timestamp guide: [00:00] — Intro and what's ahead [00:48] — Erin and Eric catch up, and set up the loomAI founders [03:05] — Meet Tricia Napper and David Bauer, and the loomAI origin story [03:56] — The elevator pitch: agents into production, one decision at a time [04:31] — Building an AI-native company, and the learning curve of starting up [06:50] — The AI backlash: ROI pressure, the cost pendulum, and turning off the models [07:34] — The race for value, and automation vs. reimagination [10:24] — Where Salesforce fits: trust layer, configuration, and consumption pricing [14:10] — Buy vs. build, and the CIO fear of agent proliferation [15:36] — Governance, and the case for a third party managing the guardrails [16:31] — When you don't need another tool: starting with the problem, not the tech [18:39] — The data vocabulary shift and the problem of dead data [21:08] — Who drives AI now, business or IT [24:29] — The consulting firm of the future and the 1,200-decisions-a-day business [26:48] — The learning organization vs. the all-knowing expert, and contracting on outcomes [29:35] — Guardrails in regulated industries and keeping humans in the loop [32:05] — Keeping the human in front of the customer, and the AI slop problem [34:08] — Customer Obsessed picks [37:28] — Erin and Eric debrief: business process, alignment, and keeping people front and center [39:56] — How AI changes the C-suite, and freeing people from the busy work [42:01] — The IKEA story: automating service calls and building a new business line [43:24] — Finding the customers who need a human, and where brands fall short [46:55] — Why great ideas need space, trust, and culture over surveillance Customer Obsessed Picks: Tricia Napper: The Red Tent by Anita Diamant, and How to Know a Person by David Brooks David Bauer: Prodigal Summer by Barbara Kingsolver

About Nicole McNamara Nicole is a strategist, speaker, and executive advisor with a track record of making big bets and delivering on them. As Founder & CEO of Catalyst Innovation, she works with senior leaders navigating high-stakes change, helping them unlock growth, lead through complexity, and build businesses that work in the real world. Before founding Catalyst, Nicole led the global innovation consulting practice at Salesforce and partnered with global brands like OpenAI, Marriott, and Samsung to drive digital transformation at scale. She’s spoken on the future of customer experiences, AI-powered transformation, and resilient leadership. Nicole also serves on multiple nonprofit and corporate boards and hosts Who Moved My Career™, a podcast for professionals reshaping their paths. Nicole's Customer Obsessed Picks: Think Again by Adam Grant The Other Wes Moore by Wes Moore

Most companies experimenting with AI run into the same roadblocks: messy data, stalled pilots, and unclear next steps. Brian Gannuscio has spent over a decade helping organizations move past those barriers by focusing on the architecture that makes AI possible. In this episode, he explains why waiting for perfect data is a mistake, how tools like Snowflake and Salesforce Data Cloud work together, and what it really takes to modernize without driving up costs. You’ll also hear concrete stories—from uncovering $50M in new sales to cutting approval queues by 70%—that show how smarter use of data translates into results. Episode Highlights (06:00) Why “perfect” data isn’t required to start using AI (08:15) How one project uncovered $50M in new sales opportunities (13:00) What a modern data architecture actually looks like in practice (15:40) Using zero-copy connectors to simplify access for business users (19:00) Turning a 25-page Word doc into an AI tool that cut approval queues by 70% (22:30) Natural language as the next interface for data (25:30) How AI shifts focus from manual “junk work” to higher-value priorities (29:00) Why content quality matters just as much as data quality in AI projects (37:00) Why so many AI pilots stall — and how to build use cases that scale

In this episode, Chris Needles, Chief Development Officer of Wounded Warrior Project, reveals how technology is revolutionizing support for veterans and transforming fundraising efforts for nonprofits. Discover their groundbreaking strategies, the unexpected challenges they face, and the transformative power of connection and listening. This episode is all about work that matters and making a real difference. Don’t miss this compelling conversation that will change your perspective on nonprofit leadership and innovation. About Chris Needles As Chief Development Officer of Wounded Warrior Project® (WWP), Chris Needles is responsible for leading the organization’s direct response and business development teams. This includes the development and execution of strategic and diversified plans to grow and manage significant fundraising efforts. Prior to joining WWP, Chris served as Vice President for Development - Principal gifts and Central Development Programs, at the Rutgers University Foundation in New Brunswick, NJ. In this role, he led the Foundation’s principal gifts program focused on donors capable of making gifts of $5 million or greater. Chris also supervised and enhanced several core teams in central development with university-wide scope, including estate and gift planning, foundation relations, corporate engagement, presidential initiatives, regional development, international advancement, and athletics development. Chris also spent more than 17 years at the University of Florida in Gainesville, serving in executive leadership positions encompassing corporate and foundation relations, major gifts, regional development, international advancement, and campaign planning. Chris’s tenure at Florida spanned all or part of three highly successful campaigns that raised a total of more than $6.5 billion. Most noteworthy among his volunteer activities, Chris served seven years on the board of directors at Oak Hall School in Gainesville - including four years as board president, where he led comprehensive strategic plan and facilities master plan processes and co-chaired Oak Hall’s first head of school search in 25 years. Chris is a graduate of the University of Notre Dame’s Mendoza School of Business. He earned an MBA degree in Organizational Management from Rutgers Business School, as well as a Master of Science degree in Sport Management from the University of Massachusetts – Amherst.

Melanie Husk, Chief Consumer Officer at Baptist Health, shares transformative strategies in healthcare through digital innovation and a patient-first approach. 00:00:44 - Healthcare hurdles & navigating insurance systems 00:05:05 - Meet Melanie Husk, championing patient-centric care at Baptist Health 00:07:01 - Industry shift: from doctor-driven to patient-empowered healthcare 00:09:44 - Tackling inefficiency & putting patients in control 00:14:00 - Baptist Health's mission: holistic health for all, community focus 00:16:21 - Health equity, accessibility, delivering holistic care 00:18:46 - Tech's role: collaboration & smarter systems for better care 00:21:11 - Blending empathy with tech: a human touch in the digital age 00:26:06 - Affordability & efficiency: delivering empathetic care without breaking the bank 00:28:18 - Partnering for progress: Baptist Health & Coastal Cloud join forces 00:34:29 - Career wisdom: Melanie's advice for the next generation 00:36:42 - Melanie's "Customer Obsessed Pick" 00:38:43 - Taylor Swift 00:44:35 - Vision, trust, & the future: shaping healthcare together Customer Obsessed Pick: The Trusted Advisor

Inside the Episode Innovative Beginnings: Dive into the origins of Coastal Cloud and the vision that propelled Sara Hale to redefine service delivery in the public sector. Purpose-Driven Technology: Explore how Coastal Cloud's work with government agencies is creating a seismic shift in how public services are administered and delivered. A Blueprint for Change: Learn about the unique challenges and triumphs of implementing cloud technology in the public sector, with real-world examples from Sara's pioneering work. Empathy in Action: Hear how Coastal Cloud's commitment to community and inclusivity is bringing stay-at-home parents back into the workforce and reshaping the culture of work. Tech That Transforms: Gain insights into the future of public sector efficiency and accountability through Sara's lens, focusing on disaster management and resource allocation. Lasting Impact: Understand the broader implications of cloud technology for public trust and engagement and how data-driven solutions can lead to more informed decision-making and impactful community programs. Inspiration for Aspiring Leaders: Sara shares invaluable advice for women in technology and leadership, offering lessons from her own journey balancing entrepreneurship with family life. About Sara Hale Sara Hale is the President and Co-Founder of Coastal Cloud, an award-winning IT consulting firm headquartered in Palm Coast, Florida. Prior to leading the only woman-owned and led Salesforce.com Platinum Consulting Company in the world, Sara was a leader in Accenture’s Technology Practice. After finding great success in the ‘Fortune 100’ consulting field, Sara set out to build a new type of IT consulting company focused on providing customers and employees a life in which business success and the pursuit of happiness are in harmony. The “Live at the beach. Work in the cloud.” motto uses modern cloud technology to achieve this. Sara’s innovative leadership strategy has become a model for others who wish to create a highly-skilled, diverse, and satisfied workforce. Coastal Cloud has been recognized in Florida as a “Best Company to Work For” by Florida Trend magazine and one of the “50 Fastest Growing Companies” in Northeast Florida. She has been named a “Top Tech Leader” by Jacksonville Business Journal and was awarded “Largest Woman-Owned Technology Company” in Northeast Florida. Sara holds a Bachelor’s degree in Computer Science from Duke University and lives in Palm Coast with her husband and three children. Sara’s Customer Obsessed Picks: Wind from the Carolinas by Robert Wilder Turning the Tide by Peter Abrahams and Sidney D. Kirkpatrick The Fountainhead by Ayn Rand

Inside the Episode: [00:00:00]: Introduction to Customer Obsessed [00:00:27]: Eric's new role at Coastal Cloud [00:04:08]: Introduction to Grant Riewe, CTO of Vibrant Emotional Health [00:06:22]: Evolution and purpose of the 988 crisis lifeline [00:10:08]: The role of technology in offering critical support [00:12:46]: The mission-critical nature of the contact center [00:17:31]: Partnership with Salesforce for crisis centers [00:20:01]: Meeting the unmet need for mental health care [00:28:26]: Coastal Cloud's involvement with Vibrant Emotional Health and the 988 crisis center network [00:29:38]: The importance of community and connection and social media's role and limitations [00:32:53]: Grant's favorite books: "Dune," "The Hobbit," and "The Iliad" [00:37:01]: The value of bringing art and creativity into technology companies and projects [00:38:17]: The importance of empathy and knowledgeable content in crisis intervention [00:41:55]: The power of technology and people in crisis situations

We might not have a crystal ball to predict the future of Salesforce, but we do have the next best thing: Mike Witherspoon. Mike and his company CodeScience are closer to Salesforce’s developments than most (because they help build solutions for them), so he has a unique perspective on what’s next in the ecosystem. Tune in as Erin, Eric, and Mike talk about creative solutioning in Salesforce’s early days and how things shifted as the tech giant and the cloud have moved from the startup scene to the mainstream.  About Mike Mike founded CodeScience in 2009 with the mission to solve the most complex problems in the Salesforce ecosystem. In addition to being the president and sustainability champion, Mike focuses on cultivating a caring company culture. Outside of work, you’ll find Mike adventuring in the Sierras. Mike's Customer Obsessed Picks: Travels with Charley by John Steinbeck 1906: A Novel by James Dalessandro

About the Episode Learn how to navigate workplace dynamics in our conversation with Neelu Kaur, an executive coach and author of Be Your Own Cheerleader. We delve into the art of self-promotion, managing anxiety, and the intersection of physical and mental well-being at work. We also explore the impact of AI like ChatGPT on creative tasks and discuss how to disrupt cultural biases for a more inclusive work environment. Equip yourself with practical strategies to "take up space" and champion your own growth and development in a rapidly evolving work landscape. About Neelu Neelu has brought her multi-dimensional approach to leadership and wellness workshops and coaching to employees at Google, IPG, Amplitude, and RBC. In the leadership space, she is a Facilitator, Experience Designer, NLP (NeuroLinguistic Programming) & Executive Coach. In the wellness space, she is a Yoga & Ayurveda teacher, burnout management specialist, and trained Ericksonian Hypnotherapist. She holds a BS from NYU Stern School of Business, an MA in Social & Organizational Psychology from Columbia University, and is a certified NLP (NeuroLinguistic Programming) Coach and Master Practitioner from the NLP Center of New York. Through 15 years specializing in Adult Learning & Leadership Development in large corporations she has worked in Financial Services, Consulting, Tech, and more. She is a certified Yoga Instructor, Ayurveda Specialist, and a trained Ericksonian Hypnotherapist focused on bringing mindfulness and stress management practices to individuals, teams, and organizations. Over time, she has found her niche in helping teams and individuals to be more productive, peaceful, and purposeful, which in turn boosts organizational profitability and individual success. Customer-Obsessed Picks: Be Your Own Cheerleader  The Four Agreements

About the Episode Dive headfirst into a high-energy discussion with Paulo Kaiser, Plative's CEO, as we dissect the landscape of tech, AI, and innovation. Is the industry stalled or on the brink of the next game-changer? From Gen Z's digital habits and the imminent experimental phase of AI, to its profound impact on privacy, user experience, and industry disruption, this episode leaves no stone unturned. Ready to explore the AI-driven future and its potential to shake up the status quo? Don't miss out! Guest: Paulo Kaiser Paulo is an executive with over 20 years of global management experience. His expertise extends across a variety of areas, including software product management, engineering, operations, services, finance, sales, and customer support. With a proven track record in leading diverse teams and managing projects with budgets up to $20MM, Paulo has been integral to multiple software executive teams. His roles have varied from turn-around projects to growth and hyper-growth phases in companies ranging from startups to corporate organizations. In addition, Paulo has a deep technical understanding of software development and related internet technologies, further enriched by his role as an adjunct professor at a top-tier NYU graduate program. Paulo's Customer-Obsessed Picks: Barbarian Days, A Surfing Life by William Finnegan "If" by Rudyard Kipling

About Andy Andy is a technology consultant, builder, and investor with 17 years of experience in the software industry. He has spent the last two years in the NFT ecosystem and 17 years in the Salesforce ecosystem consulting and providing solutions for a wide variety of customers ranging from start-ups to Fortune 100 companies. He is passionate about promoting amazing experiences and helping to create a more equitable world. Andy's Customer-Obsessed Pick: We're Different, We're the Same by Bobbi Kates NFT & Web3 Resources: Bankless NewsletterThe All-In PodcastZoraManifoldWeb3 with A16Z

What can the past tell us about the future? Randy Rodriguez, one of Salesforce's first enterprise customers, dives into the ecosystem's storied past as a way to look forward. Hear how his experiences inform the present and shape the future of the technology industry. Plus, Eric, Erin, and Randy explore mental health and books that matter. About Randy Rodriguez Randy represents Volante Tech, the leading global payments provider to the banking industry in the market, focused on North America. He brings a Saas background and focuses on bringing customer success and business model innovation to North American banks and payments providers. An EQ mentor and leader who brings an execute-to-vision capability to both work and life. Authentic, driven, and dedicated, Randy drives success by bringing out the best in those around him, leading by example, and building success through nomadic, curious commitment. His strengths are situational leadership, the ability to aggregate talent, and a driven personal style. Customer Obsessed Pick: The Moth: All These Wonders The Secret History

Tom Quinn is a gig CIO, leading companies into the tech future one role at a time. Hear about his experiences at media giant News Corp, how he got into the world of higher education - and what needs to change in that industry - and why storytelling and tech innovation are actually perfect partners. About Tom Tom is a highly accomplished executive with extensive experience driving successful business outcomes across multiple industry sectors, including Financial Services and Media. With 20+ years as a CTO/CIO in News Corp and others, Tom is a recognized expert in large-scale enterprise technology transformation with deep domain experience in digital operating models and Cloud Services. He has successfully led high-profile digital transformations and driven profitable exits for Venture Capital Investors in technology start-ups. Since early 2016, Tom has been offering his know-how, hardened by real-world experience, to help CXOs in 6 key areas: Strategy Development, Digital Transformation, Digital Operating Models, rejuvenation of existing technology functions, Delivery, and Interim Executive assistance. He is a true Gig CIO. Customer Obsessed Picks The Lord of the Rings by J.R.R. Tolkein

Sylvia Acevedo is a rocket scientist, technologist, innovator, author, the former CEO of Girl Scouts, and continues to make an impact as a board director at Qualcomm. She has always found a way to chart her own path, never taking no for an answer.  What were her career-defining moments? What’s next for CEOs with a global mindset? How do aspiring changemakers harness the power of self-determination to make their own future? We talk about this and a whole lot more—don’t miss it! Sylvia's Customer Obsessed Picks: The Young Galileo Speaks by Ray Bradbury The Alchemist by Paulo Coelho

Ready to hear from Salesforce’s first developer? Tune in to our interview with Lou Fox, a technologist and innovator who has seen the evolution of Salesforce from its earliest days into a global powerhouse. During our conversation, Lou shares his origin story and unconventional path into the world of Salesforce and cloud technology. He reveals a game-changing moment in Salesforce development as well as how his approach (and priorities) in management and innovation have evolved to focus on people, storytelling, and communication first. Lou’s Customer Obsessed Picks: Bleeding Pinstripes: A Season with the Bleacher Creatures at Yankee Stadium The Best American Short Stories As we mentioned during the episode, here are resources and ways to help Ukrainians affected by the war with Russia. (Source: Global Citizen) 1. People in Need is providing humanitarian aid to over 200,000 people on the ground. For those most in need, they provide food packages, emergency shelter, safe access to drinking water, hygiene items, and coal for heating. Donate here. 2. The Ukrainian Red Cross does loads of humanitarian work, from aiding refugees to training doctors. Donate here. 3. The International Medical Corps is on the front lines and prepared to help citizens with emergency health care services, as well as mental health and psychosocial support. The agency is also keeping the pandemic top of mind throughout the crisis by prioritizing COVID-19 awareness and prevention services, to help keep displaced citizens safe from the pandemic. Donate here. 4. CARE is responding to the crisis by providing Ukrainians in need with food, hygiene kits, psychosocial support services, access to water, and access to cash. Donate here.  5. Nova Ukraine is a nonprofit that delivers aid packages to Ukraine with everything from baby food and hygiene products, to clothes and household supplies. Donate here. 6. UNICEF is repairing schools damaged by the bombings and providing an emergency response to children affected by the conflict. Donate here. 7. UNHCR, the UN Refugee Agency has stepped up its operations and is working with governments in neighboring countries "calling on them to keep borders open to those seeking safety and protection.” You can help support the UNHCR's work supporting refugees by donating here and take action here to send a tweet urging governments and businesses to support the United Nations' urgent appeal for $1.7 billion to deliver life-saving humanitarian support. 8. OutRight Action International is helping to support LGBTQ+ groups and organizations on the ground, setting up shelters, and providing safety for citizens. All donations made to OutRight will go directly to the cause. You can donate here.  9. The United Nations World Food Programme (WFP) is deploying emergency operations in Ukraine and surrounding countries to provide food assistance to those fleeing the conflict. Donate here. 10. Save the Children is working with partners to respond to meet the urgent needs of affected children and their families. It's ready to provide life-saving assistance, such as food, water, cash transfers, and safe places for children as people flee amid freezing temperatures and brutal conditions, and to scale up options to ensure children impacted by the crisis have the support they need. Find out more and donate here.  11. SOS Children’s Villages has worked in Ukraine since 2003 and is coordinating an emergency response to support families who are living in the conflict areas and those who have been internally displaced. Find out more and donate here.  12. Mercy Corps is mobilizing a team to the region to assess where help is most needed and is anticipating providing emergency cash assistance, as well as supporting local organizations that know their community needs best. Between 2015 and 2017, Mercy Corps provided humanitarian assistance in eastern Ukraine, reaching more than 200,000 people with emergency cash, food, water, and sanitation supplies, small business development grants, restoring war-damaged homes, and more. Find out more and donate here. 13. Medical Teams International is fundraising to send medical supplies to the region, with all proceeds going towards sending medicines and/or medical supplies. Learn more and donate here.  14. The World Health Organization Foundation is raising funds for WHO’s Health Emergency Appeal for Ukraine. An estimated $57.5 million must be raised to deliver urgent physical and mental health care to the 18 million people in Ukraine needing urgent humanitarian assistance, and more than 4 million refugees who’ll need protection and assistance in the coming months. You can donate here, and share the WHO Foundation's call for donations on your own social media, including Instagram, Twitter, and Facebook.  15. Alight is a humanitarian nonprofit that has sent teams of emergency response workers to Poland to assist with the burgeoning refugee population by helping to meet all of their material and psychosocial needs. You can donate here.  16. The International Rescue Committee (IRC) is on the front lines of the world’s conflicts, natural disasters, and other crises, helping people recover from extreme hardship and put their lives back together. The IRC currently has a team dispatched to Poland that’s helping to provide food, medical care, and emergency support services to families who fled Ukraine amid the violence. You can donate here. 17. Team Rubicon mobilizes their highly skilled volunteers to help people prepare, respond, and recover from disasters and humanitarian crises. As a World Health Organization Emergency Medical Team mobile unit, Team Rubicon has sent a small team to Poland, including physicians with expertise in pediatrics and maternal and reproductive health care. Donate here to help Team Rubicon rapidly respond to meet humanitarian needs.  18. Direct Relief is working directly with Ukraine’s Ministry of Health and other on-the-ground partners to provide urgently needed medical aid, including emergency response packs intended for first responders, oxygen concentrators, critical care medicines, and much more. Donate here.  19. GlobalGiving has its Ukraine Crisis Relief Fund, with all donations to the fund going to support humanitarian assistance in impacted communities in Ukraine and surrounding regions. GlobalGiving’s network of over 30 grassroots NGOs are bringing relief to terrified and displaced communities, and they need resources to continue their life-saving work. Donate here.