Building Great Experiences

StealthX
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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. Psychological safety in the age of AI

    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/

    48 min
  2. AI is killing SaaS

    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/

    50 min
  3. AI is more predictable than people

    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/⁠

    46 min
  4. AI is Changing Higher Ed

    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/

    53 min
  5. Guiding, Not Informing

    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

    40 min
  6. The rise of AI-forward engineering

    11/05/2025

    The rise of AI-forward engineering

    In this episode Drew sits down with Justin O’Connor, AI leader at KPMG Advisory and founder of InfraCodebase, an AI-native platform reimagining developer experience and cloud delivery. From automating his first enterprise workflow out of pure frustration to now shaping agent strategy for one of the world’s largest consultancies, Justin’s career has been a masterclass in momentum, experimentation, and enabling people to work smarter with AI. Together, Drew and Justin explore what makes a “10x developer” in the age of agents, how culture (not tech) is the biggest barrier to AI adoption, and why developer experience is fast becoming a competitive advantage. What you’ll learn in this episode Why developer experience is the new differentiator for AI-era engineering teamsHow to go from “AI curiosity” to real momentum through small wins and prototypesWhy culture, literacy, and empathy matter more than tooling when adopting AIHow InfraCodebase is rethinking cloud delivery around AI-native collaborationThe rise of agents, interoperability, and the coming “year of orchestration”Why SaaS isn’t safe and how AI-native startups can still disrupt crowded markets Chapters [00:00] Justin on AI-native vs. legacy SaaS (intro clip) [00:45] Justin’s origin story: from banking to automation to KPMG and AI strategy [08:00] The InfraCodebase story and what “AI-native” really means [10:00] Developer experience, culture, and why happy devs = happy customers [11:55] Advice for mid-market companies: literacy, focus, and scale [17:40] The 100x developer, enablement, and scaling knowledge across teams [23:20] The age of agents: 2023–2026 and beyond [27:40] Apps vs. no apps, orchestration, and where work will really happen [33:50] Practical advice for leaders: start with culture, community, and enablement [38:50] Empathy, momentum, and how to actually start [39:15] Hot take: why legacy SaaS isn’t safe in the AI-native era Connect w/ Drew & StealthX LinkedIn: https://www.linkedin.com/in/drewhburdick/ Website: https://stealthx.co Connect w/ Justin O’Connor LinkedIn: https://www.linkedin.com/in/justin-o-connor-67376483/ Website: https://infracodebase.com/

    39 min

  7. 10/24/2025

    People don't want your app, they want results.

    We’re kicking off a new Fireside Chat series. These are shorter, behind-the-scenes episodes where Drew shares how StealthX thinks about the shifts shaping the next era of experience and growth. Each one blends perspective with practice, featuring quick takes, demos, and tools operators can use right away. Drew starts with the latest from OpenAI’s Dev Day, the new Apps SDK and Agent Builder, and what those signals mean for how products and experiences will be built in the near future. From an “app-less” world to the rise of embedded agents, he unpacks how this changes everything from design to monetization to go-to-market strategy. He also gets candid about what this means for mid-market operators: why efficiency is about to become table stakes, why trust and brand will matter more than ever, and how companies can equip their teams to actually use these tools, not just turn them on. The conversation dives into: - What OpenAI’s new Agent Builder and Apps SDK mean for SaaS and CX - How “Did you GPT it?” is replacing “Did you Google it?” - Why AI Agents Will Eat Your SaaS (and What to Build Now) - The survive vs. thrive challenge for mid-market companies - Why efficiency isn’t a moat (and what will be) - How to prepare your data and workflows for AI agents - Change experience, helping teams adopt and use AI for real Connect w/ Drew & StealthX LinkedIn: https://www.linkedin.com/in/drewhburdick/ StealthX: https://stealthx.co

    29 min

  8. 09/17/2025

    How AI Rewrites the Role of UX

    In this episode, Drew sits down with Mike Adams, Executive Director of Design at JPMorgan Chase. Mike brings nearly two decades of experience leading design inside one of the most complex, highly regulated industries and he’s now wrestling with how AI will reshape design, research, and the enterprise itself. From his roots in graphic design and animation to his superpower of uniting people to solve big problems, Mike offers a candid take on the risks, opportunities, and the “original moments” designers need to fight for as AI accelerates the status quo. What you’ll learn in this episode: Why designers should worry about AI stealing craft, but also how it frees time for deeper, more original workThe coming “sea of sameness” and how differentiation, brand, and emotional resonance will matter more than everHow AI could finally solve for edge cases and hyper-personalization in industries like financeWhy artifacts, research, and even stakeholder activation are being redefined by AI agentsTactical advice for designers: strengthen communication skills, experiment relentlessly, and lean into the human side of designChapters [00:00] Mike’s origin story: from graphic design and animation to 18 years in finance [10:00] Craft, sameness, and the “original moment” in the AI age [20:00] Edge cases, hyper-personalization, and rethinking the role of artifacts [30:00] Research, agents, and activating insights inside the enterprise [40:00] Practical advice: communication, experimentation, and staying human Connect w/ Drew & StealthX LinkedIn: /drewhburdick Website: stealthx.co Connect w/ Mike Adam LinkedIn: /mikeadam

    52 min
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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.

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