Customer Obsessed

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

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

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

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

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.

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

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

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

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

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

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