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. Jul 29

    Rewriting the AI Playbook with Tricia Napper and David Bauer

    In this episode: The story behind loomAI and what "getting agents into production one decision at a time" really means Why the race for AI value is colliding with rising token costs and energy limits, and how automating a bad process just gets you bad results faster Where Salesforce fits in a consumption-priced, agentic world, and why the trust layer and configuration still matter The governance problem every CIO is waking up to as agents multiply across the org The data vocabulary shift: why yesterday's clean data is often today's dead data What the consulting firm of the future looks like, from the 1,200 decisions a business makes each day to a learning organization that contracts on outcomes Drawing the line in regulated industries: human-in-the-loop, and why background agents beat customer-facing ones for now Why human connection becomes more valuable, not less, as everyone races to automate Timestamp guide: [00:00] — Intro and what's ahead [00:48] — Erin and Eric catch up, and set up the loomAI founders [03:05] — Meet Tricia Napper and David Bauer, and the loomAI origin story [03:56] — The elevator pitch: agents into production, one decision at a time [04:31] — Building an AI-native company, and the learning curve of starting up [06:50] — The AI backlash: ROI pressure, the cost pendulum, and turning off the models [07:34] — The race for value, and automation vs. reimagination [10:24] — Where Salesforce fits: trust layer, configuration, and consumption pricing [14:10] — Buy vs. build, and the CIO fear of agent proliferation [15:36] — Governance, and the case for a third party managing the guardrails [16:31] — When you don't need another tool: starting with the problem, not the tech [18:39] — The data vocabulary shift and the problem of dead data [21:08] — Who drives AI now, business or IT [24:29] — The consulting firm of the future and the 1,200-decisions-a-day business [26:48] — The learning organization vs. the all-knowing expert, and contracting on outcomes [29:35] — Guardrails in regulated industries and keeping humans in the loop [32:05] — Keeping the human in front of the customer, and the AI slop problem [34:08] — Customer Obsessed picks [37:28] — Erin and Eric debrief: business process, alignment, and keeping people front and center [39:56] — How AI changes the C-suite, and freeing people from the busy work [42:01] — The IKEA story: automating service calls and building a new business line [43:24] — Finding the customers who need a human, and where brands fall short [46:55] — Why great ideas need space, trust, and culture over surveillance Customer Obsessed Picks: Tricia Napper: The Red Tent by Anita Diamant, and How to Know a Person by David Brooks David Bauer: Prodigal Summer by Barbara Kingsolver

  2. Mar 20

    Resisting Shiny Objects with Nicole McNamara

    About Nicole McNamara Nicole is a strategist, speaker, and executive advisor with a track record of making big bets and delivering on them. As Founder & CEO of Catalyst Innovation, she works with senior leaders navigating high-stakes change, helping them unlock growth, lead through complexity, and build businesses that work in the real world. Before founding Catalyst, Nicole led the global innovation consulting practice at Salesforce and partnered with global brands like OpenAI, Marriott, and Samsung to drive digital transformation at scale. She’s spoken on the future of customer experiences, AI-powered transformation, and resilient leadership. Nicole also serves on multiple nonprofit and corporate boards and hosts Who Moved My Career™, a podcast for professionals reshaping their paths. Nicole's Customer Obsessed Picks: Think Again by Adam Grant The Other Wes Moore by Wes Moore

  3. 09/04/2025

    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

  4. 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.

  5. 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

  6. 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

  7. 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

  8. 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

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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 - 2026
  • Episodes
    42
  • Rating
    Explicit
  • Copyright
    © Eric Berridge + Erin Acevedo 2020
  • Show Website
    Customer Obsessed

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