Pulse

Pulse

Pulse, presented by Intuji, is your go-to podcast for insights into the ever-evolving business landscape. We dive deep into how modern businesses can harness strategy, data, commerce, and technology to enhance their brand and customer experience and scale effectively.From the finer points of user experience (UX) and user interface (UI) design to the nitty-gritty of web development, software engineering, and DevOps, we cover many topics. But we don't stop there. Our discussions extend to cutting-edge areas like artificial intelligence (AI), augmented reality (AR), marketing, eCommerce, and branding.Intuji, renowned for helping brands improve customer engagement and creating leading customer experiences, is the proud host of Pulse. The podcast is packed with a diverse mix of enlightening chats, detailed case studies, and conversations with top industry leaders. It's made for anyone interested in the current and future trends in business – whether you're a budding entrepreneur, a seasoned professional, a product manager, or simply someone eager to stay on top of the latest in brand engagement.Join us on Pulse for an insider's view of the innovative tactics and success stories from key players in the tech world.

  1. Jack Levis - How UPS Avoided a $600M Mistake and Reinvented Delivery | Pulse by Intuji #30

    JUL 24

    Jack Levis - How UPS Avoided a $600M Mistake and Reinvented Delivery | Pulse by Intuji #30

    In this episode of Pulse by Intuji, Julian Wallis speaks with Jack Levis, former Senior Director at UPS, who led a transformation that saved the company over $600 million a year. Jack shares how a system on the brink of cancellation became UPS’s most successful operational breakthrough — and the critical role psychology, leadership and data played in making it work. He unpacks the hidden risks of ignoring people in digital transformation, and how focusing on outcomes, not features, changed everything. Topics Covered: 00:00:00 – Podcast Intro Episode Highlights & Guest Background 00:01:06 – Introduction Julian introduces Jack Levis and his legacy leading transformation at UPS. 00:04:05 – Building the Foundation Jack explains why Package Flow Technologies had to come before any analytics. 00:07:13 – Initial Failure of Package Flow How the first rollout failed due to a lack of change management and human focus. 00:10:02 – Learning the Hard Way The “Field of Dreams” mistake and the psychology gap in digital projects. 00:13:13 – Orion's Real Advantage Why a technically imperfect system succeeded through perfect deployment. 00:18:26 – The Test That Changed Everything Early pilots shocked the C-suite by doubling savings estimates. 00:20:53 – Internal Resistance and Doubt How Jack faced ridicule, accusations, and pushback from leadership. 00:28:30 – Making Transformation Stick Why changing daily conversations and metrics made Orion sustainable. 00:32:03 – Focusing on Outcomes, Not Features How most digital programs fail by solving the wrong problems. 00:33:00 – Aligning Digital with Physical The risks when virtual systems don’t match operational reality. 00:35:25 – Understanding Analytics Levels Descriptive, predictive and prescriptive analytics — and why they matter. 00:43:26 – The Unexpected Discovery How simulation modelling revealed hidden costs and strategic insight. Key Takeaways from this Episode: Don’t just build tech — build belief and behaviour change around itYou must align your data model with real-world decisions to see impactLearn More About Intuji: Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation. Connect with Us: Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/) Intuji LinkedIn: (https://www.linkedin.com/company/intuji/) Intuji Website: (https://intuji.com/) Don’t forget to like, subscribe, and share this episode if you found it insightful!

    51 min
  2. The Costly Catastrophic UX Mistake - Your 'Gut Feeling' About Users Can Destroy Product Success | Pulse #29

    FEB 27

    The Costly Catastrophic UX Mistake - Your 'Gut Feeling' About Users Can Destroy Product Success | Pulse #29

    Nikki Anderson: The Value of User Research & Building Better Product Experiences | Pulse by Intuji #29 In this insightful episode of Pulse by Intuji, Julian Wallis speaks with Nikki Anderson, an experienced user researcher with over a decade in the field. As the founder of her own consultancy and content platform for researchers, Nikki shares valuable perspectives on the importance of user research in product development, how to deliver value through research, and techniques for maintaining stakeholder engagement. Whether you're a product manager, UX professional, or business leader, this episode offers practical wisdom on making research more effective and impactful for your organisation. Topics Covered: 00:00:00 - Podcast Intro Episode Highlights & Guest Background 00:01:26 - Introduction Julian introduces Nikki Anderson and her background in user research. 00:05:03 - Foundational Research Value Discussion on the importance of understanding user needs beyond your own perspective. 00:07:20 - Customer vs. User Research Exploring terminology differences and finding shared alignment. 00:11:17 - Proving Research Value How researchers can confidently demonstrate their value without constantly having to justify their role. 00:17:32 - Stakeholder Management Handling stakeholders who believe they already know their users and customers. 00:23:49 - Approaching New B2B Product Research Strategies for setting up effective discovery research within business constraints. 00:37:06 - Maintaining Research Momentum Creative techniques for keeping stakeholders engaged throughout the research process. 00:42:00 - Common Research Mistakes Discussion on scope creep and the importance of asking the right questions. 00:46:53 - Future Perspective & Career Advice Nikki shares thoughts on business innovation and personal career insights. Key Takeaways from this Episode: How to expand perspective beyond your immediate assumptions through user researchTechniques for conducting efficient and effective discovery researchStrategies for making research engaging and fun for stakeholdersThe importance of understanding business metrics to drive research impactWhy researchers need confidence in their inherent value to organisationsLearn More About Intuji: Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation. Connect with Us: Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/) Intuji LinkedIn: (https://www.linkedin.com/company/intuji/) Intuji Website: (https://intuji.com/) Don’t forget to like, subscribe, and share this episode if you found it insightful!

    51 min
  3. 80% of Digital Transformation Fails Because of Tech Naive Leadership - Here's Why | Pulse #28

    FEB 20

    80% of Digital Transformation Fails Because of Tech Naive Leadership - Here's Why | Pulse #28

    Jason Greenwood: The Evolution of B2B Commerce & Digital Transformation | Pulse by Intuji #28 In this engaging episode of Pulse by Intuji, Julian Wallis speaks with Jason Greenwood, a seasoned e-commerce consultant with over 25 years' experience in digital commerce. Jason specialises in B2B e-commerce consulting, helping businesses navigate their digital transformation journey.  Topics Covered: 00:00:00 - Podcast Intro Episode Highlights & Guest Background 00:01:16 - Introduction Julian introduces Jason Greenwood and his extensive background in e-commerce and technology. 00:07:29 - Digital Transformation Challenges Discussion on the biggest challenges businesses face in digital transformation, particularly leadership issues. 00:08:16 - Leadership and Digital Understanding Jason explains why leadership understanding of digital is crucial, with over 80% of consulting cases being leadership-related. 00:11:07 - Customer Experience Focus Insights on why businesses must start with customer experience before technology decisions. 00:14:42 - Modern AI Technologies Discussion on meeting customers where they are and how AI is transforming customer service. 00:32:54 - B2B vs B2C Experience Deep dive into the differences and similarities between B2B and B2C customer experiences. 00:47:25 - The Future of AI in Commerce Jason's perspective on AI's transformational impact and practical applications. 00:57:50 - Critical Business Focus Areas Discussion on what businesses aren't paying enough attention to for the next five years. 00:59:15 - Industry Legacy Jason shares his thoughts on the legacy he wants to leave in the industry. 01:01:15 - Career Advice Reflections and advice for those starting their careers in digital commerce. Key Takeaways from this Episode: Why leadership understanding of digital is crucial for transformation The importance of starting with customer experience before technology How to effectively implement digital transformation in B2B Understanding the evolution of AI in commerce The critical role of data structure in digital successLearn More About Intuji: Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation. Connect with Us: Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/) Intuji LinkedIn: (https://www.linkedin.com/company/intuji/) Intuji Website: (https://intuji.com/) Don’t forget to like, subscribe, and share this episode if you found it insightful!

    1h 4m
  4. How Delta Airlines' UX Design Leader Solves Sky-high Complex Business Problems | Pulse #27

    JAN 23

    How Delta Airlines' UX Design Leader Solves Sky-high Complex Business Problems | Pulse #27

    Alex Grinyayev: The Evolution of UX Design & Business Alignment | Pulse by Intuji #27 In this engaging episode of Pulse by Intuji, Julian Wallis speaks with Alex Grinyayev, a seasoned UX design expert with over 20-25 years of experience working with large corporations like GE, Best Buy, and Delta Airlines. Whether you're a UX designer, product manager, or business leader, this episode offers practical wisdom on stakeholder alignment and creating meaningful user experiences. Topics Covered: 00:00:00 - Podcast Intro Episode Highlights & Guest Background 00:01:31 - Introduction Alex introduces his 20-25 year journey in UX 00:03:49 - Evolution of UX Design The transformation from web design to product design and changing landscape 00:08:32 - Design Thinking vs Business Thinking Discussion on the gap between design thinking for business and business thinking for designers 00:14:05 - Managing Stakeholder Relationships Strategies for identifying stakeholders and using the RACI matrix effectively 00:17:25 - Problems with Stakeholder Assumptions The challenge of stakeholders thinking they're end users 00:25:56 - The Big ‘End User’ Problem Why digital products fail when end users aren’t consulted 00:31:01 - The Rule of Five Method How to get to the root of problems by asking "why" five times 00:34:40 - Creating Business Cases for Design How to tie design work to business outcomes and prove value 00:37:48 - Early User Engagement The importance of involving users from the beginning 00:40:46 - Future of Business and Design Discussion on including end users in B2B products 00:42:36 - Career Reflections and Legacy Personal insights on making an impact and lessons learned 00:45:28 - Closing Thoughts Final advice on business thinking for designers Key Takeaways from this Episode: The evolution of UX from web design to product designStrategies for effective stakeholder alignmentThe importance of user research and validationBalancing business objectives with user needsThe value of questioning "why"Learn More About Intuji: Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation. Connect with Us: Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/) Intuji LinkedIn: (https://www.linkedin.com/company/intuji/) Intuji Website: (https://intuji.com/) Don’t forget to like, subscribe, and share this episode if you found it insightful!

    46 min
  5. Customer Experience Crisis - Millions On Marketing, Nothing On Retention! | Pulse #26

    JAN 9

    Customer Experience Crisis - Millions On Marketing, Nothing On Retention! | Pulse #26

    Joey Coleman: Understanding Human Experience & Building Customer Loyalty | Pulse by Intuji #26 In this insightful episode of Pulse by Intuji, Julian Wallis speaks with Joey Coleman, a renowned customer experience expert and bestselling author with over 20 years of experience in transforming how organisations build customer and employee loyalty. With an eclectic career background spanning government, law, and business consulting, Joey shares his invaluable insights on creating remarkable customer experiences and building lasting relationships in business. Whether you're a business leader, a customer experience professional, or someone interested in understanding human behaviour, this episode offers practical wisdom on keeping customers and employees engaged for the long term. Topics Covered: 00:00:00 Podcast Intro Episode snippets and guest background highlights 00:01:33 Introduction Joey Coleman shares his diverse background and journey into customer experience. 00:04:19 Key Components of Customer Experience Discussion on what makes up a great customer experience and treating customers as individuals. 00:08:42 The Investment Reality Insights on how businesses focus more on acquisition than retention. 00:15:50 Identifying Problem Customers Strategies for recognising when customer relationships aren't the right fit. 00:26:30 Customer Centricity Reality Deep dive into why customer centricity is often discussed but rarely practised. 00:39:52 Communication Frequency Discussion on the importance of consistent customer communication. 00:49:13 Future of Customer Experience Exploration of AI's role and maintaining human connection in customer experience. 00:58:43 Finale Questions Three key questions covering industry insights and career advice. Key Takeaways from this Episode: The importance of human-to-human connection in business relationshipsWhy customer retention is crucial for sustainable growthHow to balance technology implementation with customer needsStrategies for effective customer communicationThe value of continuous learning in customer experience Learn More About Intuji: Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation. Connect with Us: Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/) Intuji LinkedIn: (https://www.linkedin.com/company/intuji/) Intuji Website: (https://intuji.com/) Don’t forget to like, subscribe, and share this episode if you found it insightful!

    1h 5m
  6. From Sales-Driven to Product-Led | How Prezzee's Chief of Product Transformed a Startup | Pulse #25

    12/19/2024

    From Sales-Driven to Product-Led | How Prezzee's Chief of Product Transformed a Startup | Pulse #25

    In this episode of Pulse by Intuji, Julian Wallis speaks with Benoit Garnaud, Chief Product Officer at Prezzee, a digital gifting platform operating in six different markets. With over two decades of experience spanning marketing, product management, and financial services, Benoit shares valuable insights on building product teams, creating meaningful customer experiences, and transitioning from corporate environments to fast-paced startups. Topics Covered: 00:00:00 Podcast Intro Episode snippets and guest background highlights 00:01:20 - Introduction and Background Benoit introduces himself and his role at Prezzee 00:02:02 - Early Career Journey Discussion of experience at American Express and transition into product 00:05:55 - Corporate to Startup Transition Insights on moving from large organisations to fintech startups 00:10:12 - Digital Gifting Vision How Prezzee approaches digital gifting and creating meaningful experiences 00:14:24 - Product Strategy & Alignment Discussion on business alignment and strategic objectives 00:17:49 - Product Development Philosophy Focus on solving real customer problems vs feature development 00:29:12 - Building Product Teams Key attributes and diversity in high-performing teams 00:35:55 - Future of Product Management Perspectives on AI and technology evolution 00:42:05 - Final Insights Views on customer experience and industry legacy Key Takeaways from this Episode: Building product teams that balance technical skills with the right attitudeThe importance of customer experience in digital productsStrategies for maintaining startup agility while scalingHow to align product development with business objectivesThe role of innovation in product developmentLearn More About Intuji: Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation. Connect with Us: Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/) Intuji LinkedIn: (https://www.linkedin.com/company/intuji/) Intuji Website: (https://intuji.com/) Don’t forget to like, subscribe, and share this episode if you found it insightful!

    46 min
  7. 40% to 5% Client Loss Reduction! - How a Customer Portal Revolutionised Equipment Hire | Pulse #24

    12/12/2024

    40% to 5% Client Loss Reduction! - How a Customer Portal Revolutionised Equipment Hire | Pulse #24

    Alex Mead: Redefining Customer Service Experience & The EPIC Framework | Pulse by Intuji #24 In this insightful episode of Pulse by Intuji, Julian Wallis speaks with Alex Mead, a veteran customer service expert with over 25 years of experience across multiple industries and 30 countries. Alex shares his unique perspective on customer service experience (CSX) and introduces his innovative EPIC framework for delivering exceptional customer experiences. Through engaging discussions, Alex breaks down the critical differences between brand experience and customer service experience, challenging common misconceptions in both B2B and B2C environments. Topics Covered: 00:00:00 Podcast Intro Episode snippets and guest background highlights 00:01:45 - Introduction and Background Alex shares his journey from computer systems to customer service leadership 00:03:12 - Evolution of Customer Experience How the growth of CX has impacted customer service over the past 15 years 00:09:24 - B2B Service Excellence Challenging the myth that B2B service can be inferior to B2C 00:12:10 - Case Study: Heavy Equipment Rental Industry How a crane hire company reduced customer churn from 40% to 5% through digital transformation 00:19:16 - Golf Industry Transformation How digital transformation revolutionised the golf travel industry 00:29:13 - Customer Retention Strategies Discussion on preventing customer churn and building loyalty 00:35:39 - The EPIC Framework Detailed breakdown of Easy, Personalised, Intuitive, and Contextual service 00:42:05 - AI and Customer Service The role of AI as a concierge rather than a replacement for human interaction 00:46:19 - Traditional Industries and Digital Transformation Addressing basic self-service needs in traditional sectors 00:47:30 - Future of Customer Service Critical aspects businesses need to focus on in coming years 00:49:09 - Legacy Discussion Alex's impact on customer service through EPIC and CSX concepts 00:50:16 - Career Reflections Personal insights and advice for customer service professionals Learn More About Intuji: Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation. Connect with Us: Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/) Intuji LinkedIn: (https://www.linkedin.com/company/intuji/) Intuji Website: (https://intuji.com/) Don’t forget to like, subscribe, and share this episode if you found it insightful!

    52 min
  8. Ignoring Customer Centricity Will Send You Broke! Raw Truths from Domain's Product Chief | Pulse #23

    12/05/2024

    Ignoring Customer Centricity Will Send You Broke! Raw Truths from Domain's Product Chief | Pulse #23

    Andreas Marmaras: Product Leadership & Customer Centricity - Building Sustainable Products | Pulse by Intuji #23 In this episode of Pulse by Intuji, Julian Wallis speaks with Andreas Marmaras, General Manager of Product and Tech at Domain Insight, who brings over 20 years of experience in product, tech and data across various countries and industries. Andreas shares valuable insights on product leadership, the importance of customer centricity, and how to build sustainable products while managing technical debt. Whether you're a product manager, technical leader, or business stakeholder, this episode offers practical wisdom on effective product leadership and organisational alignment. Topics Covered: 00:00:00 Podcast Intro Episode snippets and guest background highlights 00:01:43 - Introduction Andreas's background and extensive experience in tech and product management. 00:05:17 - Modern Product Management Challenges Discussion on customer centricity and real-world product validation. 00:07:14 - Building the Right Thing Deep dive into product validation and testing with customers. 00:15:36 - Global Product Management Perspectives Insights on how product management varies across different markets and regions. 00:18:25 - Leadership Philosophy Building and developing high-performing product teams. 00:31:35 - Technical Debt Management Understanding and strategically handling technical debt in growing companies. 00:37:18 - Stakeholder Alignment Strategies for bridging technical and business perspectives. 00:43:33 - Future Business Challenges Discussion on macroeconomics and preparing for future market changes. 00:44:33 - Building a Legacy Reflections on career impact and developing future leaders. 00:45:53 - Career Advice Valuable insights for professionals starting their careers. Key Takeaways from this Episode:  How to maintain relentless customer-centricityThe importance of validating ideas before full developmentStrategies for managing technical debt effectivelyTechniques for aligning technical and business stakeholdersBuilding high-performing product teams through continuous learningThe evolution of product management across different marketLearn More About Intuji: Visit our Learning Centre at (https://intuji.com/learning-centre/) for more resources on digital transformation, AI, and business innovation. Connect with Us: Pulse LinkedIn: (https://www.linkedin.com/company/pulse-by-intuji/) Intuji LinkedIn: (https://www.linkedin.com/company/intuji/) Intuji Website: (https://intuji.com/) Don’t forget to like, subscribe, and share this episode if you found it insightful!

    48 min
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About

Pulse, presented by Intuji, is your go-to podcast for insights into the ever-evolving business landscape. We dive deep into how modern businesses can harness strategy, data, commerce, and technology to enhance their brand and customer experience and scale effectively.From the finer points of user experience (UX) and user interface (UI) design to the nitty-gritty of web development, software engineering, and DevOps, we cover many topics. But we don't stop there. Our discussions extend to cutting-edge areas like artificial intelligence (AI), augmented reality (AR), marketing, eCommerce, and branding.Intuji, renowned for helping brands improve customer engagement and creating leading customer experiences, is the proud host of Pulse. The podcast is packed with a diverse mix of enlightening chats, detailed case studies, and conversations with top industry leaders. It's made for anyone interested in the current and future trends in business – whether you're a budding entrepreneur, a seasoned professional, a product manager, or simply someone eager to stay on top of the latest in brand engagement.Join us on Pulse for an insider's view of the innovative tactics and success stories from key players in the tech world.

Information

  • Creator
    Pulse
  • Years Active
    2024 - 2025
  • Episodes
    30
  • Rating
    Clean
  • Copyright
    © 2025 Pulse
  • Show Website
    Pulse