Customer Obsessed

Eric Berridge + Erin Acevedo
  • 5.0 (21)
  • ENTREPRENEURSHIP

This is Customer Obsessed, the show that dives into the nitty-gritty challenges of entrepreneurship and genuine customer connection. Our guests share their unique leadership journeys and their perspective on how to build forward-looking companies that embrace technology, innovation, and customer experience to deliver value and reach higher levels of success and growth. We also discuss major challenges facing businesses on a local, national, and global scale, including diversity and inclusion, STEM and STEAM, sustainability, and ethics.

  1. 3D AGO

    Rethinking What AI Needs with Brian Gannuscio

    Most companies experimenting with AI run into the same roadblocks: messy data, stalled pilots, and unclear next steps. Brian Gannuscio has spent over a decade helping organizations move past those barriers by focusing on the architecture that makes AI possible. In this episode, he explains why waiting for perfect data is a mistake, how tools like Snowflake and Salesforce Data Cloud work together, and what it really takes to modernize without driving up costs. You’ll also hear concrete stories—from uncovering $50M in new sales to cutting approval queues by 70%—that show how smarter use of data translates into results. Episode Highlights (06:00) Why “perfect” data isn’t required to start using AI (08:15) How one project uncovered $50M in new sales opportunities (13:00) What a modern data architecture actually looks like in practice (15:40) Using zero-copy connectors to simplify access for business users (19:00) Turning a 25-page Word doc into an AI tool that cut approval queues by 70% (22:30) Natural language as the next interface for data (25:30) How AI shifts focus from manual “junk work” to higher-value priorities (29:00) Why content quality matters just as much as data quality in AI projects (37:00) Why so many AI pilots stall — and how to build use cases that scale

    48 min

  2. 08/07/2024

    Work that Matters: Revolutionizing Nonprofit Fundraising with Chris Needles

    In this episode, Chris Needles, Chief Development Officer of Wounded Warrior Project, reveals how technology is revolutionizing support for veterans and transforming fundraising efforts for nonprofits. Discover their groundbreaking strategies, the unexpected challenges they face, and the transformative power of connection and listening. This episode is all about work that matters and making a real difference. Don’t miss this compelling conversation that will change your perspective on nonprofit leadership and innovation. About Chris Needles As Chief Development Officer of Wounded Warrior Project® (WWP), Chris Needles is responsible for leading the organization’s direct response and business development teams. This includes the development and execution of strategic and diversified plans to grow and manage significant fundraising efforts. Prior to joining WWP, Chris served as Vice President for Development - Principal gifts and Central Development Programs, at the Rutgers University Foundation in New Brunswick, NJ. In this role, he led the Foundation’s principal gifts program focused on donors capable of making gifts of $5 million or greater. Chris also supervised and enhanced several core teams in central development with university-wide scope, including estate and gift planning, foundation relations, corporate engagement, presidential initiatives, regional development, international advancement, and athletics development. Chris also spent more than 17 years at the University of Florida in Gainesville, serving in executive leadership positions encompassing corporate and foundation relations, major gifts, regional development, international advancement, and campaign planning. Chris’s tenure at Florida spanned all or part of three highly successful campaigns that raised a total of more than $6.5 billion. Most noteworthy among his volunteer activities, Chris served seven years on the board of directors at Oak Hall School in Gainesville - including four years as board president, where he led comprehensive strategic plan and facilities master plan processes and co-chaired Oak Hall’s first head of school search in 25 years. Chris is a graduate of the University of Notre Dame’s Mendoza School of Business. He earned an MBA degree in Organizational Management from Rutgers Business School, as well as a Master of Science degree in Sport Management from the University of Massachusetts – Amherst.

    34 min

  3. 02/21/2024

    Beyond the Waiting Room: Transforming Patient Care with Melanie Husk

    Melanie Husk, Chief Consumer Officer at Baptist Health, shares transformative strategies in healthcare through digital innovation and a patient-first approach. 00:00:44 - Healthcare hurdles & navigating insurance systems 00:05:05 - Meet Melanie Husk, championing patient-centric care at Baptist Health 00:07:01 - Industry shift: from doctor-driven to patient-empowered healthcare 00:09:44 - Tackling inefficiency & putting patients in control 00:14:00 - Baptist Health's mission: holistic health for all, community focus 00:16:21 - Health equity, accessibility, delivering holistic care 00:18:46 - Tech's role: collaboration & smarter systems for better care 00:21:11 - Blending empathy with tech: a human touch in the digital age 00:26:06 - Affordability & efficiency: delivering empathetic care without breaking the bank 00:28:18 - Partnering for progress: Baptist Health & Coastal Cloud join forces 00:34:29 - Career wisdom: Melanie's advice for the next generation 00:36:42 - Melanie's "Customer Obsessed Pick" 00:38:43 - Taylor Swift 00:44:35 - Vision, trust, & the future: shaping healthcare together Customer Obsessed Pick: The Trusted Advisor

    48 min

  4. 01/09/2024

    Serving Citizens from the Cloud with Sara Hale

    Inside the Episode Innovative Beginnings: Dive into the origins of Coastal Cloud and the vision that propelled Sara Hale to redefine service delivery in the public sector. Purpose-Driven Technology: Explore how Coastal Cloud's work with government agencies is creating a seismic shift in how public services are administered and delivered. A Blueprint for Change: Learn about the unique challenges and triumphs of implementing cloud technology in the public sector, with real-world examples from Sara's pioneering work. Empathy in Action: Hear how Coastal Cloud's commitment to community and inclusivity is bringing stay-at-home parents back into the workforce and reshaping the culture of work. Tech That Transforms: Gain insights into the future of public sector efficiency and accountability through Sara's lens, focusing on disaster management and resource allocation. Lasting Impact: Understand the broader implications of cloud technology for public trust and engagement and how data-driven solutions can lead to more informed decision-making and impactful community programs. Inspiration for Aspiring Leaders: Sara shares invaluable advice for women in technology and leadership, offering lessons from her own journey balancing entrepreneurship with family life. About Sara Hale Sara Hale is the President and Co-Founder of Coastal Cloud, an award-winning IT consulting firm headquartered in Palm Coast, Florida. Prior to leading the only woman-owned and led Salesforce.com Platinum Consulting Company in the world, Sara was a leader in Accenture’s Technology Practice. After finding great success in the ‘Fortune 100’ consulting field, Sara set out to build a new type of IT consulting company focused on providing customers and employees a life in which business success and the pursuit of happiness are in harmony. The “Live at the beach. Work in the cloud.” motto uses modern cloud technology to achieve this. Sara’s innovative leadership strategy has become a model for others who wish to create a highly-skilled, diverse, and satisfied workforce. Coastal Cloud has been recognized in Florida as a “Best Company to Work For” by Florida Trend magazine and one of the “50 Fastest Growing Companies” in Northeast Florida. She has been named a “Top Tech Leader” by Jacksonville Business Journal and was awarded “Largest Woman-Owned Technology Company” in Northeast Florida. Sara holds a Bachelor’s degree in Computer Science from Duke University and lives in Palm Coast with her husband and three children. Sara’s Customer Obsessed Picks: Wind from the Carolinas by Robert Wilder Turning the Tide by Peter Abrahams and Sidney D. Kirkpatrick The Fountainhead by Ayn Rand

    44 min

  5. 10/31/2023

    Transforming Crisis Intervention with Grant Riewe

    Inside the Episode: [00:00:00]: Introduction to Customer Obsessed [00:00:27]: Eric's new role at Coastal Cloud [00:04:08]: Introduction to Grant Riewe, CTO of Vibrant Emotional Health [00:06:22]: Evolution and purpose of the 988 crisis lifeline [00:10:08]: The role of technology in offering critical support [00:12:46]: The mission-critical nature of the contact center [00:17:31]: Partnership with Salesforce for crisis centers [00:20:01]: Meeting the unmet need for mental health care [00:28:26]: Coastal Cloud's involvement with Vibrant Emotional Health and the 988 crisis center network [00:29:38]: The importance of community and connection and social media's role and limitations [00:32:53]: Grant's favorite books: "Dune," "The Hobbit," and "The Iliad" [00:37:01]: The value of bringing art and creativity into technology companies and projects [00:38:17]: The importance of empathy and knowledgeable content in crisis intervention [00:41:55]: The power of technology and people in crisis situations

    45 min

  6. 09/01/2023

    Decoding Salesforce with Mike Witherspoon

    We might not have a crystal ball to predict the future of Salesforce, but we do have the next best thing: Mike Witherspoon. Mike and his company CodeScience are closer to Salesforce’s developments than most (because they help build solutions for them), so he has a unique perspective on what’s next in the ecosystem. Tune in as Erin, Eric, and Mike talk about creative solutioning in Salesforce’s early days and how things shifted as the tech giant and the cloud have moved from the startup scene to the mainstream.  About Mike Mike founded CodeScience in 2009 with the mission to solve the most complex problems in the Salesforce ecosystem. In addition to being the president and sustainability champion, Mike focuses on cultivating a caring company culture. Outside of work, you’ll find Mike adventuring in the Sierras. Mike's Customer Obsessed Picks: Travels with Charley by John Steinbeck 1906: A Novel by James Dalessandro

    52 min

  7. 06/30/2023

    Be Your Own Cheerleader with Neelu Kaur

    About the Episode Learn how to navigate workplace dynamics in our conversation with Neelu Kaur, an executive coach and author of Be Your Own Cheerleader. We delve into the art of self-promotion, managing anxiety, and the intersection of physical and mental well-being at work. We also explore the impact of AI like ChatGPT on creative tasks and discuss how to disrupt cultural biases for a more inclusive work environment. Equip yourself with practical strategies to "take up space" and champion your own growth and development in a rapidly evolving work landscape. About Neelu Neelu has brought her multi-dimensional approach to leadership and wellness workshops and coaching to employees at Google, IPG, Amplitude, and RBC. In the leadership space, she is a Facilitator, Experience Designer, NLP (NeuroLinguistic Programming) & Executive Coach. In the wellness space, she is a Yoga & Ayurveda teacher, burnout management specialist, and trained Ericksonian Hypnotherapist. She holds a BS from NYU Stern School of Business, an MA in Social & Organizational Psychology from Columbia University, and is a certified NLP (NeuroLinguistic Programming) Coach and Master Practitioner from the NLP Center of New York. Through 15 years specializing in Adult Learning & Leadership Development in large corporations she has worked in Financial Services, Consulting, Tech, and more. She is a certified Yoga Instructor, Ayurveda Specialist, and a trained Ericksonian Hypnotherapist focused on bringing mindfulness and stress management practices to individuals, teams, and organizations. Over time, she has found her niche in helping teams and individuals to be more productive, peaceful, and purposeful, which in turn boosts organizational profitability and individual success. Customer-Obsessed Picks: Be Your Own Cheerleader  The Four Agreements

    56 min

  8. 05/12/2023

    Navigating the AI Frontier with Paulo Kaiser

    About the Episode Dive headfirst into a high-energy discussion with Paulo Kaiser, Plative's CEO, as we dissect the landscape of tech, AI, and innovation. Is the industry stalled or on the brink of the next game-changer? From Gen Z's digital habits and the imminent experimental phase of AI, to its profound impact on privacy, user experience, and industry disruption, this episode leaves no stone unturned. Ready to explore the AI-driven future and its potential to shake up the status quo? Don't miss out! Guest: Paulo Kaiser Paulo is an executive with over 20 years of global management experience. His expertise extends across a variety of areas, including software product management, engineering, operations, services, finance, sales, and customer support. With a proven track record in leading diverse teams and managing projects with budgets up to $20MM, Paulo has been integral to multiple software executive teams. His roles have varied from turn-around projects to growth and hyper-growth phases in companies ranging from startups to corporate organizations. In addition, Paulo has a deep technical understanding of software development and related internet technologies, further enriched by his role as an adjunct professor at a top-tier NYU graduate program. Paulo's Customer-Obsessed Picks: Barbarian Days, A Surfing Life by William Finnegan "If" by Rudyard Kipling

    54 min
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5
out of 5
21 Ratings

About

This is Customer Obsessed, the show that dives into the nitty-gritty challenges of entrepreneurship and genuine customer connection. Our guests share their unique leadership journeys and their perspective on how to build forward-looking companies that embrace technology, innovation, and customer experience to deliver value and reach higher levels of success and growth. We also discuss major challenges facing businesses on a local, national, and global scale, including diversity and inclusion, STEM and STEAM, sustainability, and ethics.

Information

  • Creator
    Eric Berridge + Erin Acevedo
  • Years Active
    2020 - 2025
  • Episodes
    40
  • Rating
    Explicit
  • Copyright
    © Eric Berridge + Erin Acevedo 2020
  • Show Website
    Customer Obsessed