Numbers and Narratives

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Numbers and Narratives

Sean Collins and Ibby Syed

58 episodes

2 days ago

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...

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Entrepreneurship

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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...

Show more...

Entrepreneurship

Episodes (20/58)

Numbers and Narratives

Reddit, AI, and the New Rules of Customer Insight

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...

2 days ago

41 minutes

Numbers and Narratives

AI is giving us Ted Lasso energy

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...

1 week ago

47 minutes

Numbers and Narratives

The Future of Work: Why the Bar Just Raised

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 ...

1 month ago

37 minutes

Numbers and Narratives

AI Meets Automotive Care at FCP Euro

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...

2 months ago

42 minutes

Numbers and Narratives

7 Brutal Truths About DTC in 2025

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...

2 months ago

39 minutes

Numbers and Narratives

Navigating the Hype: Agentic AI and Product Marketing

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...

3 months ago

32 minutes

Numbers and Narratives

Beehiiv's Secret Weapon: Geo-Targeted Marketing Experiments

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...

4 months ago

1 hour 1 minute

Numbers and Narratives

Revolutionizing Email Marketing: Strategies for Dormant Subscribers

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 ...

4 months ago

40 minutes

Numbers and Narratives

How to adapt your CX strategy as your company grows

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 ...

4 months ago

33 minutes

Numbers and Narratives

The Art of Saying No: Prioritizing Features in Startups

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...

4 months ago

38 minutes

Numbers and Narratives

Balancing AI and Human Touch in Modern Customer Support

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...

5 months ago

40 minutes

Numbers and Narratives

Responsible AI: Balancing Efficiency and Ethics in Business

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...

5 months ago

26 minutes

Numbers and Narratives

Amazon vs Retail: Navigating Sales Channels for Beauty Brands

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 ...

5 months ago

44 minutes

Numbers and Narratives

The Art of Asking Good Questions in Customer Success

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...

6 months ago

28 minutes

Numbers and Narratives

Merging Marketing and CX: RJ Young's Secret to Client Satisfaction

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...

6 months ago

32 minutes

Numbers and Narratives

Why AI Can't Replace Human Touch in Customer Experience

In 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 ...

6 months ago

39 minutes

Numbers and Narratives

Scrappy Marketing Tactics for Bootstrapped E-commerce Brand

In 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 insi...

7 months ago

35 minutes

Numbers and Narratives

Lessons from Duolingo to Buffer: Test Everything

In 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, highlighti...

7 months ago

29 minutes

Numbers and Narratives

Building a Cultural Brand: Lessons from Adidas to Lucchese

In 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 pos...

7 months ago

38 minutes

Numbers and Narratives

Engine's Growth Strategy: Awareness, Partnerships, and Innovation

In 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 a...

8 months ago

34 minutes