Numbers and Narratives

Sean Collins and Ibby Syed
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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.

  1. The Future of Work: Why the Bar Just Raised

    5 DAYS AGO

    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 Justin revealing that their AI agent handles a staggering 180,000 conversations per month compared to 20-25,000 by human agents. He discusses the strategy behind implementing AI for initial customer contact, emphasizing its effectiveness in handling FAQ-type inquiries while preserving human interaction for more complex issues. Justin also addresses the challenges of customer trust in AI systems and how continuous improvement and dedicated management of these tools are crucial for success. One of the most fascinating insights from the episode is Justin's perspective on the evolving roles within customer support teams. He explains how AI is eliminating lower-level tasks, allowing human agents to focus on more complex, high-touch interactions. This shift is changing the hiring landscape, with a growing emphasis on AI literacy and the ability to leverage tools like ChatGPT in daily work. If you're a CX leader, CS professional, or anyone interested in the future of customer support, this episode offers invaluable insights and practical takeaways. Don't miss out on this engaging discussion. Tune in now to stay ahead of the curve in AI-driven customer service!

    37 min
  2. AI Meets Automotive Care at FCP Euro

    2 SEPT

    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 implementing AI to enhance rather than replace human interactions. The conversation delves into FCP Euro's unique approach to customer support, where many inbound inquiries are from DIY enthusiasts seeking advice. Alejandro explains their careful integration of AI, starting with replacing their IVR system to better route calls and provide quick answers for simple queries. However, he emphasizes the importance of preserving human touchpoints for complex issues and personalized advice. The discussion also covers how AI is being used internally to streamline workflows and free up time for more meaningful customer interactions. One of the most intriguing insights is FCP Euro's vision for using AI to anticipate customer needs based on their vehicle history and driving habits. Alejandro describes the delicate balance between providing expert advice and empowering customers to make their own decisions.

    42 min
  3. 7 Brutal Truths About DTC in 2025

    26 AUG

    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 omnichannel strategies. Saverio emphasizes the importance of creating desire and standing out in an increasingly crowded market, urging brands to be brave and innovative in their approach to growth. He also delves into the critical role of data and insights in decision-making, highlighting the common pitfall of being "data-rich but insights poor." Saverio provides valuable advice on how to overcome this challenge, suggesting that brands "Marie Kondo" their KPIs and focus on actionable insights. This episode is a must-listen for anyone involved in e-commerce, digital marketing, or brand strategy, offering practical wisdom and fresh perspectives on navigating the evolving DTC landscape. https://www.linkedin.com/in/saveriobianchi/ https://www.atelierandavenue.com/

    39 min
  4. Navigating the Hype: Agentic AI and Product Marketing

    21 JUL

    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 landscape filled with buzzwords and hype, with Haidee emphasizing the importance of authenticity and education in communicating AI capabilities. The discussion takes fascinating turns, touching on the future of work in an AI-driven world, the potential for AI to replace certain jobs, and the new skills that will be crucial for the next generation. Haidee offers valuable insights on how AI is changing the nature of management and leadership, suggesting that learning to effectively prompt and manage AI systems could lead to better human management skills. The hosts and guest also explore the ethical considerations of AI, including how to teach children to interact with AI assistants while maintaining good manners and social skills. Listeners will gain practical advice on leveraging AI tools for market research, competitor analysis, and content creation. Haidee shares her personal experiences using AI for both work and home life, offering a glimpse into the potential future of hyper-personalized AI assistants. Whether you're an AI enthusiast, a marketing professional, or simply curious about the future of technology, this episode provides valuable insights and actionable takeaways. Don't miss out on this engaging discussion – tune in now and join the conversation on the transformative power of AI in our lives and work.

    32 min
  5. Beehiiv's Secret Weapon: Geo-Targeted Marketing Experiments

    30 JUN

    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 the episode is the discussion of beehiv's use of advanced media mix modeling through Blue Alpha, a tool that has revolutionized their ability to measure and optimize marketing spend across channels and geographies. EJ provides fascinating examples of how this technology has allowed them to validate the impact of brand marketing efforts, including a successful New York subway campaign. The episode also touches on the importance of authenticity in marketing, the challenges of content creation for experienced marketers, and the value of continuous learning from industry thought leaders. Don't miss out on this opportunity to learn from one of the industry's rising stars - tune in now! Talk to EJ: ej@beehiiv.com Learn from him: https://www.linkedin.com/in/edwardjwhiteiii/ A more casual place to learn from him: https://x.com/ej_beehiiv Start a newsletter: https://www.beehiiv.com/ Great minds we referenced:  https://www.optimizesmart.com/ https://www.kaushik.net/avinash/ https://www.simoahava.com/

    1h 2m
  6. Revolutionizing Email Marketing: Strategies for Dormant Subscribers

    23 JUN

    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 are typically considered "inactive." Dean dives deep into the misconceptions surrounding email deliverability and engagement, challenging common practices like only emailing the top 20% of engaged subscribers. He explains how Winback's approach involves sophisticated segmentation, risk assessment, and personalized messaging to maximize revenue while minimizing potential harm to sender reputation. The conversation also touches on the importance of proper attribution in email marketing and how misunderstanding these metrics can lead to suboptimal strategies. One of the most valuable takeaways from this episode is Dean's emphasis on the need for a more scientific, product-oriented approach to email marketing. He advocates for implementing rigorous testing methodologies, similar to those used by agile product teams, to continually improve email performance and user engagement. Don't miss out on Dean's expert advice - tune in now and discover how to unlock the hidden potential in your email program. Find Dean: https://www.winback.pro/ https://www.linkedin.com/in/dean-ginsberg-53bb3030/

    40 min
  7. How to adapt your CX strategy as your company grows

    16 JUN

    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 importance of understanding customer segments, leveraging data effectively, and building strong relationships across departments to drive meaningful change.  Listeners will gain valuable insights into how to present customer issues to different teams, the role of AI in enhancing customer support, and the significance of adaptability in a rapidly growing company. Don't miss Dan's key takeaway on the importance of knowing your product inside and out to excel in customer experience. Tune in to learn how to elevate your customer support game and drive business growth through exceptional service. https://www.biltrewards.com/

    33 min
  8. The Art of Saying No: Prioritizing Features in Startups

    9 JUN

    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 validation and instead encourages founders to approach customer conversations with genuine curiosity and openness. He stresses the need to understand customer problems deeply before pitching solutions. The discussion also covers the delicate balance between data-driven decision making and founder intuition, with Michael arguing that the "art" of leadership often makes the difference in a startup's success.  This episode offers a masterclass in startup fundamentals that you won't want to miss. Tune in to elevate your startup game and learn from one of the industry's most accomplished leaders. http://nextfounder.co

    39 min
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About

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.

Information

  • Creator
    Sean Collins and Ibby Syed
  • Years Active
    2024 - 2025
  • Episodes
    56
  • Rating
    Clean
  • Copyright
    © 2025 Numbers and Narratives
  • Show Website
    Numbers and Narratives