In this episode, Margaret Kelsey and Tony Zakula tackle a deceptively simple question: Is operations driving your customer experience? Or is customer experience driving your operations?

From hidden data silos to overly rigid software, they dig into why many companies accidentally design their customer journey around internal processes. You’ll hear how you can use customer expectations to shape better processes and smarter tech.

Tony explains why AI and digital tools aren’t the bottleneck anymore (humans are), how too much SaaS is giving everyone subscription fatigue (and data chaos), and why the most dangerous phrase in B2B is: “That’s just how we’ve always done it.”

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