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. 4D AGO

    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
  2. 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
  3. 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
  4. 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

  5. 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

  6. 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

  7. 09/11/2025

    A Design Playbook for Legacy Orgs in the AI Era

    Welcome back. In this episode, Drew sits down with Christina Goldschmidt, VP of Product Design at Warner Music Group and adjunct professor at NYU. Christina traces a 25-year path from early web design at Discovery Channel to leadership roles at AmEx, Morgan Stanley, Accenture, Etsy, and now Warner where she’s helping legacy organizations navigate the AI wave by blending anthropology, business, and design. They dig into the parallels between mobile and AI, how to cut through the hype, and what it takes to get transformation funded and delivered inside massive incumbents. What you’ll learn in this episode: - Why the “AI wave” isn’t new and how the mobile era shows us what to expect - Where legacy orgs can skip steps and jump straight to customer value with AI - How Warner is centralizing data/processes to enable rapid AI experimentation - Tactics for building real team AI skills: prompting practice, critique culture, and hackathons - The stakeholder playbook: use risk, cyber, and end-of-life systems to unlock budget and momentum Chapters [00:00] Christina’s path: from anthropology to Warner Music Group [10:00] Lessons from the mobile era & why AI feels different [20:00] How incumbents can leapfrog with AI (and what to skip) [30:00] Building AI muscle: team culture, experiments, and critiques [40:00] Getting greenlights: risk, cyber, and end-of-life tech as levers Connect w/ Drew & StealthX LinkedIn: https://www.linkedin.com/in/drewhburdick/Website: stealthx.co Connect w/ Christina & LinkedIn: https://www.linkedin.com/in/christinagoldschmidt/ Website: https://www.cgoldschmidt.com/

    45 min

  8. 09/03/2025

    How Empathy Creates Unbreakable Customer Trust

    Welcome back to the latest episode of season 2. In this episode, Drew sits down with Zach Spring, Founder & CEO of YourEkko, a startup born from Zach’s personal journey through cancer, loss, and resilience. Zach shares his powerful story of survival and how it led him to create a platform that helps people support loved ones through grief with scheduled messages, financial gifts, and meaningful gestures. Together, Drew and Zach explore why grief and end-of-life experiences are often overlooked in business, and how brands that lean into humanity during these moments can build lasting loyalty. They discuss how small gestures from Chewy sending flowers to a grieving pet owner, to YourEkko making it possible to leave a lasting message, can transform customer and employee experiences. The conversation dives deep into: - Why grief is a universal but often ignored part of customer and employee experience - How companies can support grieving employees and customers in authentic, meaningful ways - Why authenticity and human connection are the ultimate differentiators in a noisy, AI-driven market - The importance of mentorship, trusted advisors, and community for founders - Practical lessons Zach learned (and missteps he made) while building a mission-driven startup Chapters: [00:00] – Welcome & Zach’s origin story [03:00] – From diagnosis to inspiration: the birth of YourEkko [08:00] – Lessons from grief & why it matters for CX [12:40] – Small gestures, big impact: brands that do it right[ [18:00] – Mentorship, mistakes & founder lessons learned [21:10] – How YourEkko works & the vision ahead [24:30] – What leaders can do to support grieving employees [28:40] – Launch plans, giveaways & where to find Zach online Connect w/ Drew & StealthX LinkedIn: https://www.linkedin.com/in/drewhburdick/ StealthX:https://stealthx.co/ Connect w/ Zach & YourEkko LinkedIn: https://www.linkedin.com/in/zachspringms/ YourEkko: https://yourekko.com/

    32 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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