Pulse

In this episode of Pulse by Intuji, Julian Wallis sits down with Nick Eshkenazi, a global digital transformation leader with 25+ years of experience helping organisations rethink how they work, lead, and adapt.

Nick explains why transformation has little to do with technology and everything to do with mindset, agility, and leadership behaviour. He breaks down how the most successful organisations shift focus from predicting the future to building the ability to adapt fast.

This conversation unpacks how empowered teams, servant leadership, and continuous improvement create organisations built for resilience — not reaction.

Topics Covered
00:00:00 – Introduction
Julian introduces Nick and the theme: why mindset and agility outshine technology in transformation.
00:06:33 – What “Digital” Really Means
Why transformation fails when it’s treated as a tool rollout instead of a cultural shift.
00:08:39 – Agility and Adaptability
Nick’s approach to helping organisations embrace uncertainty and build flexibility.
00:13:27 – Aligning Work with Strategy
How frameworks like OKRs keep teams focused and accountable.
00:17:49 – Servant Leadership
Why the best leaders exist to enable their teams’ success.
00:21:32 – Transformation Is Not a Checklist
The trap of vanity projects and box-ticking in digital initiatives.
00:24:12 – Building Agility as a Core Capability
Why adaptability is the true measure of progress.
00:28:59 – The Three Cs of Change
Nick’s formula for lasting transformation — Communication, Collaboration, Co-creation.
00:36:12 – Democratising AI Skills
How empowering people accelerates innovation and adoption.
00:40:30 – Final Reflections
1% improvement each day compounds into extraordinary progress.

Key Takeaways from this Episode

• Digital transformation fails when treated as a technology upgrade instead of a mindset shift.
• Agility and adaptability are the most valuable organisational capabilities in uncertain times.
• Servant leadership unlocks empowerment, innovation, and trust across teams.
• Continuous improvement compounds — 1% better each day leads to exponential growth.
• Successful change is built on communication, collaboration, and co-creation.

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!

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 it
• You must align your data model with real-world decisions to see impact

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!

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 research
• Techniques for conducting efficient and effective discovery research
• Strategies for making research engaging and fun for stakeholders
• The importance of understanding business metrics to drive research impact
• Why researchers need confidence in their inherent value to organisations

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!

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 success

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!

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 design
• Strategies for effective stakeholder alignment
• The importance of user research and validation
• Balancing business objectives with user needs
• The 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!

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 relationships
• Why customer retention is crucial for sustainable growth
• How to balance technology implementation with customer needs
• Strategies for effective customer communication
• The 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!

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 attitude
• The importance of customer experience in digital products
• Strategies for maintaining startup agility while scaling
• How to align product development with business objectives
• The role of innovation in product development

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!

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!

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-centricity
• The importance of validating ideas before full development
• Strategies for managing technical debt effectively
• Techniques for aligning technical and business stakeholders
• Building high-performing product teams through continuous learning
• The evolution of product management across different market

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!

In this engaging episode of Pulse by Intuji, Julian Wallis speaks with Scott Noblit, a seasoned UX design expert with over two decades of experience in digital product development.

Starting his career before the dot-com bubble and currently leading experience design initiatives at Expedia Group, Scott shares valuable insights on human-centered design, the evolution of user experience, and the future of AI in design.

00:00:00 Podcast Intro
Episode snippets and guest background highlights
00:01:20 Guest Introduction
Julian introduces Scott Noblit and his extensive background in tech and digital design.
00:03:31 Digital Evolution and Early Career
Scott discusses his journey from the dot-com era through to modern digital product design.
00:07:00 Core Design Principles
Deep dive into what makes experiences meaningful and how to prioritise user needs.
00:15:15 Experience Design at Expedia
Scott shares insights on designing travel experiences during challenging times.
00:17:34 AI Impact on Design
Discussion on how AI is changing experience design.
00:37:16 Aligning Design with Business Outcomes
Moving Beyond Feature-First Thinking
00:45:12 Future of Digital Experience & Career Reflections
Scott's perspective on attention fatigue and lessons learned throughout his career.

Key Takeaways from this Episode:

• The evolution of digital product design from websites to complex user experiences
• How to effectively conduct user research that drives meaningful outcomes
• Balancing technological innovation with human needs
• The importance of aligning design decisions with business objectives
• Navigating the future of AI in experience design
• Building products that truly matter to users
  
  

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!