🎙️ In this episode, we chat with Scott K. Wilder — Global Head of Digital Self-Serve at LastPass.  With more than two decades of experience across technology, marketing, and customer engagement, Scott has led transformational programs at companies like Google, Apple, Intuit, Marketo, Udacity, HubSpot, and Adobe.  At LastPass, he is responsible for scaling self-serve and digital experiences that help millions of users securely manage their identities online.  

Scott’s work lives at the intersection of AI, customer experience, and scalable growth. He has long championed AI-driven support, automated journeys, and data-led self-service models to reduce friction and increase user trust.  We explore how he applies principles of human-centric design to AI systems, how LastPass balances security with usability, and what differentiates AI-powered self-service from legacy support.

🧠 This episode is a must-listen for SaaS founders, product leaders, CX strategists, and AI enthusiasts who want to understand how to build trusted, scalable, autonomous digital experiences that don’t sacrifice security or empathy.

🔍 Topics we cover:

• AI in customer self-service & support

• Balancing security, usability, and automation

• Lessons from scale: from Google to LastPass

• Using data to inform service design

  #AI #CustomerExperience #SelfService #SaaS #LastPass #DigitalTransformation