Building Great Experiences

StealthX
  • 5.0 (1)
  • Business
  • Updated Weekly

This is the Building Great Experiences podcast, a show dedicated to sharing how brands are bringing insanely great human-centered experiences to life with strategy, design & technology. Drew Burdick is the host and Managing Partner at StealthX, a consultancy focused on designing, building & delivering great customer experiences. Drew has worked with organizations of all sizes for over 15 years to enhance their CX and design solutions that drive business results. Learn more at stealthx.co & drewburdick.com.

  1. 18h ago

    The Human Touch in the Age of AI

    In this episode, Drew sits down with Sal Perez, founder of Totem Wealth Management in Charlotte, to talk about what AI means for client experience. Sal grew up in Orlando, played soccer at Winthrop, started his career at Vanguard, and opened his own firm in 2023. They get into why AI note takers make advisors more present, why clients still want a person to hold accountable, and what a handwritten note from a Tupperware CEO and a Ritz Carlton guest notes system teach about paying attention. They also cover hiring for what can't be taught, how AI helps a team personalize at scale, and why Drew tells clients to work in four to six week bets. Takeaways Don't be scared of what's coming. Be scared of not adapting to it. The advisors AI replaces will mostly be the ones who never tried it.People hire white glove service because they lack the time, the willingness, or the ability. Often it comes down to willingness.When something goes wrong, people want a face to hold accountable. Nobody wants to yell at a trading algorithm.Sal typed a scenario about losing a daughter into Gemini and got back a list of cremation places and lawyers. Big life moments need someone who listens first.Sometimes a client just wants to vent. Feeling heard can move you from vendor to trusted partner.A handwritten note still stands out. Rick Goings, then CEO of Tupperware, wrote one for every deal he closed.Small details build loyalty. The Ritz Carlton tracks guest preferences so a Charlotte FC jersey can be waiting on the bed.Standardize your process so you can hire for what can't be taught. Drew's core four are a high give a shit factor, growth mindset, bias toward action, and good communication.AI can make personal touch scale. Before a call, ask it for three to five personal details about the client.Take your best people and put them in an Iron Man suit. Turning on Copilot isn't enough. You have to teach people how to use it.Chapters 00:00 Cold open: the handwritten note00:36 Intro to the show and guest01:10 Sal's background: soccer, Winthrop, Vanguard, starting Totem03:04 Drew's 2022 story: live AI coaching for wealth advisors04:53 Getting clients comfortable with AI and whether it replaces advisors08:30 People buy from people, and note takers for doctors and advisors10:23 AI as a filter and why people hire white glove service12:01 Accountability: who do you yell at?14:11 Listening instead of solving15:34 Moments that matter and big life events17:30 Testing Gemini with a loss scenario and Sal's mom the hairstylist19:45 Curation and investing in relationships22:24 The Tupperware CEO and the handwritten note25:42 Jelly Bellies and the Ritz Carlton Mystique system28:40 Who is doing AI well and hiring for the intangibles30:56 The core four33:07 Using AI to personalize at scale34:36 Staying present with an AI note taker35:59 The Iron Man suit37:26 High agency: build the raft38:56 Why Copilot alone is not a strategy and what AI does to software companies40:58 Four to six week bets and the betting table43:30 Good Strategy, Bad Strategy: Blockbuster and Kodak44:49 Generation or mindset?47:18 Final takeaways and where to find Sal Connect with SalLinkedInInstagramtotemwealthmanagement.com Connect with DrewLinkedInstealthx.co

  2. Sep 17

    Authenticity in the Age of AI

    In this episode, Drew sits down with Brian Lafontaine, a working actor of over 30 years turned executive coach, to explore what actually differentiates a person or a brand once AI can produce a flawless email, pitch, or blog post in seconds. The conversation covers why two recent job candidates tried interviewing using an AI avatar, why vulnerability builds more trust than polish, and how founders can use acting techniques like eye contact and presence to connect authentically with customers and teams. Brian shares insights from coaching executives, authors, and entrepreneurs, plus a look inside Speakeasy, the storytelling event he runs monthly in Charlotte.Takeaways1. Presence cannot be faked or replicated by AI, it only happens in the room in real time.2. The imperfections and quirks people try to hide are often what make them the most relatable.3. Trust is earned through connection, not through polish.4. The cost of real connection is risk, and that risk is what makes it worth something.5. Attention gets all the credit, but presence is what actually builds trust.6. The things that do not scale, like one on one conversations, will become the most valuable thing a business offers.7. Story connecting means linking someone's personal origin story to their professional identity.8. Building in public brings customers into the journey and builds buy in before the product is even finished.9. Naming your own nervousness out loud actually makes people trust you more, not less.10. AI has no stakes. Humans have everything to gain and lose, and that is what makes the human experience worth having.Chapters00:00 Cold open: "AI has no stakes"01:04 Intro to the show and guest01:58 Brian's background as a working actor02:37 Origin story: from stand up comedy to his first stage role03:52 Movies and shows: Ozark, Stranger Things, Dawson's Creek04:51 Drew's Banshee audition story06:00 Topic kickoff: authenticity in the age of AI06:06 The AI avatar job interview story08:04 Why presence cannot be faked10:38 Drew's own story: the T shirt brand he used to hide12:38 Trust is earned through connection14:05 The sea of sameness15:51 The price of connection is risk18:31 Attention vs presence19:38 Why the things that do not scale matter more24:00 Listening to understand vs listening to respond25:10 Who benefits most from this work29:14 The Mount Rushmore strategy and personal brand31:25 Building in public33:07 Why people like to see the struggle35:15 Brian coins "story connecting"36:13 What Speakeasy actually is39:35 The eye contact exercise45:44 Practical tips for showing up53:56 Be where your feet are57:12 Naming the elephant in the room1:01:11 Wrap up and tying back to the show1:01:58 Where to find Brian and SpeakeasyConnect with Brianhttps://www.linkedin.com/in/brian-lafontaine/https://brianlafontaine.comConnect with Drewhttps://www.linkedin.com/in/drewhburdick/https://stealthx.co/

    Authenticity in the Age of AI

  3. Sep 2

    AI in schools - Interview w/ Tory Thompson

    In this episode, Drew sits down with Tory Thompson, Head of School at Elysium School of Innovation — a hybrid micro school in Huntersville, NC. Students are in the classroom two days a week, learning remotely two days, and out in the world on "field experience" Fridays, at a 10-to-1 ratio. Tory's path to running a school started with her own son: one of the brightest kids she knew, quietly failing fourth grade in a traditional classroom. When the hybrid program that turned him around got shut down, she built her own. Tory and Drew get into what education actually looks like in the age of AI — not as a threat to be managed, but as the first real chance to teach every kid at their own level. The conversation explores: Why the problem isn't the kids or the teachers, it's the architecture — a system designed for the industrial revolutionGuardrails vs. barriers: the three layers of protection Tory uses at home and at school, and why blocking everything is the wrong instinctCognitive amplifier vs. cognitive offload — and how to tell which one your kid is actually doingWhy the student who hacked the school iPad got praised instead of punishedHow testing has to change: "I know you're going to use AI. Now tell me what questions you asked and where they took you."Financial literacy and real-life skills — a sixth grader researching mutual funds instead of writing another book reportWhy AI won't replace teachers, but teachers who refuse to use it will be outdatedProtecting childhood: the two-hour screen limit and "this is their one childhood and my one motherhood"If you're a parent trying to prepare your kids for a world that's changing faster than the curriculum, or an educator trying to figure out where AI actually fits, this one is worth your time. Chapters00:00 – Intro: what a hybrid micro school actually is02:05 – Tory's path: teacher, tutoring company, four kids04:20 – COVID, homeschooling, and a bright kid struggling09:06 – From failing fourth grade to the top 9% in the state11:22 – The program gets cancelled, so she builds her own school15:52 – 4,000 missing middle school seats and the hybrid model18:17 – Every new tool starts as a threat: AI as the great equalizer20:38 – Foundations first: hallucinations and verifying the source22:57 – What guardrails actually look like25:09 – "He hacked the game I made him"29:48 – Protecting childhood and giving family time back32:02 – Progress over perfection: 1.5x growth in three months34:24 – Teaching financial literacy: lemonade stands and mutual funds39:01 – "The valedictorian is often just the best cheater"43:43 – AI won't replace teachers, it will outdate the ones who ignore it46:00 – Scaling micro schools, community, and being known50:36 – The "Age of Innovation": the stuff we wish we'd been taught55:14 – 700 reports in an hour: amplify, don't offload Connect w/ Tory & Elysium School of Innovation:https://www.linkedin.com/in/tory-thompson/https://elysiumschools.orgInstagram: @elysiumschools Connect w/ Drew & StealthX:https://www.linkedin.com/in/drewhburdick/https://stealthx.co

    AI in schools - Interview w/ Tory Thompson

  4. Mar 18

    Psychological safety in the age of AI

    In this episode, Drew sits down with Ellie Holbert, Founder and Principal of Impact Advisory Services, to explore why psychological safety has become the most critical leadership skill in the age of AI. The discussion covers the neuroscience behind fear and performance, why 47% of employees can't explain their own job responsibilities, and how leaders can create high-performing teams even when uncertainty is at an all-time high. Ellie shares insights from advising executives at organizations of all sizes, including a case study where an underperforming team unlocked $4.5 million in value through foundational team architecture work. Takeaways When we operate from fear, our amygdala takes over and our strategic thinking goes offline.Only 47% of employees can confidently explain what they're supposed to do in their job.Psychological safety isn't about comfort—it's about enabling informed risk-taking and innovation.Leaders cast a shadow; teams constantly scan for nonverbal signs of displeasure and self-censor accordingly.Pixar's Brain Trust model proves that honest feedback delivered with respect drives exceptional work.The basics are overlooked because they seem too foundational—but role clarity alone can transform performance. Emotional regulation is a learnable skill, not a personality trait.Deep breaths held at the top of the inhale activate your vagus nerve and calm your nervous system.Leaders need to ask for feedback 7+ times before people feel safe enough to share honestly.AI can serve as a stepping stone to coaching—not a replacement for human connection.Chapters 00:00 Introduction to Ellie Holbert and Impact Advisory Services 02:55 Ellie's Journey: From Management Consulting to Entrepreneurship 04:14 Why Psychological Safety Matters More Than Ever 06:22 Above the Line vs Below the Line Thinking 08:07 High Agency Teams and Creating Safe Environments 10:10 The Hidden Cost of Repeated Mistakes 16:11 Pixar's Brain Trust: A Model for Psychological Safety 19:29 Practical Advice for Mid-Size Companies 24:18 After-Action Reviews and The Culture Code 29:10 Top 3 Things Every Executive Should Do 34:13 Using AI as a Coaching and Regulation Tool 40:48 The Future of Work: Why Human Skills Matter More 45:12 Case Study: From 2.4 to 4.8 Team Effectiveness 47:30 Where to Find Ellie and the Team Effectiveness Assessment Connect with Ellie & Impact Advisory Services https://www.linkedin.com/in/ellieholbert Take the free Team Effectiveness Assessment Connect with Drew & StealthX https://www.linkedin.com/in/drewhburdick https://stealthx.co/

    Psychological safety in the age of AI

  5. Mar 4

    AI is killing SaaS

    In this episode, Drew sits down with Brett House, founder and CEO of High Signals, and Rio, leader of advertising and ad tech at Cradera (OmniCom), to explore how AI is fundamentally reshaping go-to-market strategy, customer experience, and the future of software. The discussion covers GTM compression, synthetic data for buyer simulation, the agentic commerce debate, and what happens when AI agents start making buying decisions on our behalf. Drew shares how he built a custom CRM with Claude Code and cancelled HubSpot, and the three unpack why "English is the next coding language." Brett and Rio also host Signal & Noise, a podcast covering ad tech and martech trends.Takeaways1. GTM cycles are compressing from months to days thanks to AI-powereddecisioning.2. Synthetic data and simulated focus groups can now test at scale faster than traditional methods.3. Best product doesn't always win. Best marketing and founder-market fit wins.4. Agentic commerce is coming, but the timeline is debated. Brett is skeptical, Rio is bullish.5. AI agents will eventually make buying decisions based on ROI per token usage.6. You can build a functional CRM with Claude Code and cancel your SaaSsubscriptions.7. The concept of a "power user" is dying. AI-native software won't need 50 knobs and controls.8. English is the next coding language. You don't need to write Python to build tools.9. Leaders should delegate everything possible to AI first, then focus on decisions only they can make.10. Think of go-to-market as an operating system, not just messaging. Alignproduct, marketing, sales, and customer success around one playbook.Chapters00:00 Teaser: I Cancelled HubSpot00:01 Introduction to Brett House and Rio01:22 Rio's Origin Story: Journalism to Ad Tech05:04 Brett's Origin Story: Comp Lit Major to Founder10:23 Trends in GTM, Ad Tech, and Martech12:38 GTM Compression: From Months to Days17:27 Synthetic Data is Actually Good Now19:19 Best Product Doesn't Win, Best Marketing Wins24:06 Agentic Commerce: Will AI Agents Buy for Us?26:16 Brett Pushes Back on Agentic Commerce29:21 Rio Disagrees: We'll Get Comfortable Over Time30:18 I Cancelled HubSpot After Building a CRM with Claude Code35:35 The Death of the Power User40:33 My COO Agent Built a Dashboard Without Being Asked42:53 English is the Next Coding Language43:38 Brett's Advice: GTM as an Operating System45:36 Rio's Advice: Delegate to AI First49:11 Where to Find Brett and RioConnect with Brett & High Signals  / bretthouse  https://www.highsignals.comConnect with Rio  / riolongacre  Signal & Noise Podcasthttps://open.spotify.com/show/signaln...https://podcasts.apple.com/us/podcast...Tweet Referenced in This Episodehttps://x.com/flynnjamm/status/202346...Connect with Drew & StealthX  / drewhburdick  https://stealthx.co/

    AI is killing SaaS

  6. Feb 9

    AI is more predictable than people

    In this episode, Drew sits down with Webb Bostic, President and CEO of MessageBridge, to explore the evolving landscape of business text messaging and what happens when AI becomes the gatekeeper to your customers. The discussion covers the SMS ecosystem from carriers to platforms, the difference between good and bad text experiences, the upcoming RCS protocol shift, and a thought-provoking look at a future where AI agents screen messages before humans ever see them. Webb shares insights from building messaging platforms for B2B companies and advocacy organizations, and offers practical advice for businesses looking to leverage text as a strategic channel.Takeaways1. Text messaging remains the most direct channel to reach customers in the US market.2. 98% of Americans own a phone and over 90% read texts within minutes.3. The US is unique—SMS dominates here while WhatsApp and WeChat lead globally.4. There's a right way and wrong way to use text messaging for customer engagement.5. Trust must be established before jumping into sales or marketing sequences.6. RCS (Rich Communication Services) is rolling out and will make SMS feel like iMessage.7. AI agents will soon act as intermediaries, screening texts before humans see them.8. AI is actually more predictable than humans—this creates new opportunities.9. Businesses need to learn from their messaging data to stay ahead of these shifts.10. Text messaging should be treated as a strategic channel, not an afterthought.Chapters00:00 Introduction to Webb Bostic and MessageBridge02:49 Webb's Journey: From Bandwidth to Building Messaging Platforms05:10 Why Text Messaging is Underrated in Business06:43 The US Market: Why SMS Still Dominates08:07 The Threat: Don't Let Text Become the Next Email10:00 Good vs Bad Text Experiences: The Doctor's Office and Daniel14:15 Building Trust Through Text: Permission-Based Outreach17:10 The SMS Tech Stack Explained: Carriers, Platforms, and Tools24:00 AI Agents as Intermediaries: The Future of Messaging32:41 When Siri Screens Your Texts Before You See Them37:00 The Flip Side: AI is More Predictable Than Humans41:27 How Businesses Should Prepare for AI Gatekeepers44:30 Practical Advice: Getting Started with Text Messaging48:00 Where to Find Webb and MessageBridgeConnect with Webb & MessageBridgehttps://www.linkedin.com/in/webb-bostic-a761b113/https://www.messagebridge.com/Connect with Drew & StealthXhttps://www.linkedin.com/in/drewhburdick/ https://stealthx.co/⁠

    AI is more predictable than people

  7. 12/22/2025

    AI is Changing Higher Ed

    In this episode, Drew sits down with Michael Trivette, Co-Founder of College Transitions, to explore the evolving landscape of higher education in the age of AI, focusing on the role of College Transitions in guiding students through the college admissions process. The discussion highlights the importance of liberal arts education, the impact of AI on job markets and college admissions, and the significance of building relationships and brand equity in education. The speakers share insights on tools and resources available for students and offer advice on navigating the college experience successfully. Takeaways Higher education is adapting to the challenges posed by AI.Liberal arts education is becoming increasingly valuable in a tech-driven world.Students should remain open to changing their career paths as they explore their interests.Building relationships and brand equity is crucial for educational institutions.AI tools are being integrated into college admissions processes.The Common App streamlines the college application process for students.Students should focus on finding schools that align with their values and goals.Engagement on campus is key to a fulfilling college experience.The landscape of college admissions is changing rapidly due to technology.Long-term investments in brand equity can yield significant benefits for educational organizations. Chapters 00:00 Introduction to College Transitions and AI in Education 02:42 Michael's Journey: From Broadcasting to Higher Education 05:30 The Impact of AI on Higher Education 08:21 The Role of Liberal Arts in a Changing Job Market 11:01 Adapting to AI: Universities' Response 13:49 Embracing AI in College Admissions 15:33 Navigating the Changing Landscape of Education 18:22 Adapting to AI in Education 21:04 Building Brand Equity in a Competitive Market 26:48 The Importance of Long-Term Thinking 30:22 Highlighting Successful Innovations in Education 32:03 The Evolution of College Application Platforms 36:45 Navigating the College Admissions Landscape 43:13 The Role of AI in College Admissions 46:37 Embracing the College Experience Connect with Mike & College Transitions https://www.linkedin.com/in/michaeltrivette/https://www.collegetransitions.com/ Connect with Drew & StealthX https://www.linkedin.com/in/drewhburdick/https://stealthx.co/

    AI is Changing Higher Ed

  8. 12/03/2025

    Guiding, Not Informing

    In this episode, Drew sits down with Rob Horton, Senior Vice President of Brand and Digital at the YMCA of Greater Charlotte, to explore the future of customer experience, modern marketing, and how AI is reshaping personalization. Rob’s background spans iconic CPG brands (Nestlé, Coca-Cola), a decade in architectural coatings, agency leadership, and economic development—before stepping into a mission-driven marketing role at one of Charlotte’s most community-rooted organizations. That breadth gives him a uniquely sharp understanding of what today’s consumers actually expect: clarity, relevance, guidance, and meaningful human connection. Drew and Rob unpack the Y’s modernization efforts—Salesforce, Marketing Cloud, first-party data, and personalized onboarding and discuss the broader shifts happening across marketing as AI accelerates. They dive into why “guide, don’t inform” is becoming a foundational principle, how brands should blend analog and digital moments, and what leaders should focus on to stay competitive. What you’ll learn in this episode Why “guide, don’t inform” is the new CX mandateHow to use personalization without losing authenticityHow the YMCA is modernizing CRM, journeys, and member experiencesHow mid-sized companies should rethink CRM and retentionWhy emotional connection creates durable differentiationWhere AI and agentic experiences fit into future marketingBest-in-class examples from Amazon, Equinox, and DisneyHow to connect analog human moments with digital intelligenceWhy being obviously human is now a competitive advantagePractical tactics for ICP sharpening, messaging clarity, and CX strategyChapters [⁠00:00⁠] – Rob’s Origin Story & Career Arc [⁠03:40⁠] – B2B vs. B2C & the Thread Across All Marketing [⁠05:45⁠] – The Future of Experience: Guide, Don’t Inform [⁠08:00⁠] – Personalization 2.0: From Segments to Individual Journeys [⁠12:25⁠] – Modern CRM: Salesforce, Marketing Cloud & Retention Intelligence [⁠18:25⁠] – Best-in-Class Personalization Examples [⁠20:30⁠] – The Analog/Digital Intersection [⁠27:20⁠] – Human Touch vs. AI Automation [⁠29:35⁠] – Practical Advice for Mid-Market Leaders [⁠37:55⁠] – Final Lessons & Where to Connect with RobConnect w/ Drew & StealthX LinkedIn: ⁠  / drewhburdick  Website: ⁠https://stealthx.co/Connect w/ Rob Horton LinkedIn:   / rob-horton8120

    Guiding, Not Informing
See All (46)

About

This is the Building Great Experiences podcast, a show dedicated to sharing how brands are bringing insanely great human-centered experiences to life with strategy, design & technology. Drew Burdick is the host and Managing Partner at StealthX, a consultancy focused on designing, building & delivering great customer experiences. Drew has worked with organizations of all sizes for over 15 years to enhance their CX and design solutions that drive business results. Learn more at stealthx.co & drewburdick.com.

Information