How do you scale customer support from 10 people to more than 2,300—while keeping humanity, psychology, and operational excellence at the center? In today’s episode, we sit down with Jason Katz, former early Peloton leader and now founder of Lentil Labs, to explore how customer experience transforms when technology, empathy, and data-driven insights collide. Jason shares the wild hypergrowth journey of Peloton’s support team, the surprising lessons he learned rebuilding their entire support tech stack, and why he believes the future of CX is defined by operational efficiency, AI-assisted support, customer psychology, and intentional service design. We talk through the “peak-end rule,” how brands can engineer memorable customer moments, the right (and wrong) ways to use AI for delight, and why internal tools, not customer-facing ones, often determine whether teams deliver a 5-star experience. You’ll also hear about Jason’s new company, Lentil Labs, and his mission to build lean, powerful CX tools that fill the 15–25% “gap” every support team still feels, even with best-in-class platforms. ---------------------------------------------------- 00:00 – Intro 02:40 – Why Jason is only now on Numbers and Narratives 04:20 – Peloton rocket ship: scaling support from 10 to 2,300 agents 08:30 – Lentil Labs: why support teams still need that extra 15–25% 12:00 – CSAT vs cost: what really matters in modern support ops 13:10 – The Peak-End Rule: Kahneman, cold water, and remembered pain 21:40 – Designing support journeys: peaks, friction, and AI handoffs 31:40 – Surprise & delight. 46:40 – Using AI to detect peaks, trigger escalations, and support your team 52:30 – Ending well: service recovery, positive endings, and Jason’s final advice
