Explore every episode of the podcast Build What’s Next: Digital Product Perspectives
Dive into the complete episode list for Build What’s Next: Digital Product Perspectives. Each episode is cataloged with detailed descriptions, making it easy to find and explore specific topics. Keep track of all episodes from your favorite podcast and never miss a moment of insightful content.
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Title
Pub. Date
Duration
Customer Engagement and Loyalty in Digital Channels
11 Sep 2024
00:36:55
In this episode of Build What's Next: Digital Product Perspectives, host Josh Lucas discusses customer engagement and loyalty in digital channels. The episode features Mike Frankel, VP of Memberships at Petco, and Morgan Sorbaro, Director of Digital Transformation at Mavis Tire.
Key topics discussed include: • The importance of customer engagement and loyalty in today's digital landscape • Strategies for digital transformation and improving customer experience • The role of personalization in customer engagement • Balancing digital and in-store experiences in an omnichannel environment • Challenges and opportunities in implementing loyalty programs • The importance of employee engagement in driving customer loyalty • Gathering and implementing customer feedback to improve services • The future of customer engagement and loyalty in a digital-first world
Mike Frankel brings his experience from Petco, where he focuses on driving growth, retention, and engagement through membership programs. Morgan Sorbaro shares insights from Mavis Tire's digital transformation journey, emphasizing the importance of creating a seamless customer experience in the automotive service industry.
Episode Resources: • Mike Frankel on LinkedIn - https://www.linkedin.com/in/mfrankel04 • Morgan Sorbaro on LinkedIn - https://www.linkedin.com/in/morgan-sorbaro • Petco Website - https://www.petco.com • Mavis Tire Website - https://www.mavistire.com • Andy Busan on LinkedIn - https://www.linkedin.com/in/andybusam • Josh Lucas on LinkedIn - https://www.linkedin.com/in/josh-lucas • Method Website - https://www.method.com
Episode Highlights: • [00:01:50] Introduction of guests and their backgrounds • [00:05:26] Customer engagement strategies in different industries • [00:07:01] Digital transformation and its impact on customer experience • [00:13:25] The role of in-store employees in customer engagement • [00:17:51] Differentiating through customer experience • [00:24:54] Personalization strategies and challenges • [00:30:40] Gathering and implementing customer feedback • [00:33:30] Lessons learned and advice for improving customer experiences
Quotes: • "Approximately 80% of pet parents consider their pet a part of their family and want to do the very best for them, but only have to know what to do." - Mike Frankel • "For us, that's kind of our first way to engage with customers, is taking a bad day and making it not so bad." - Morgan Sarro • "We're trying to rethink what this industry could be like and how convenient it could be for customers and it all through providing this better digital customer experience." - Morgan Sarro • "Customers who are part of our paid membership program spend three times that of an average customer." - Mike Frankel • "The vision is that a customer can come into the shop. We'll be able to figure out quickly what's wrong with their car, and what all their needs are. We'll give them accurate wait times, which is a huge pain point in our industry." - Morgan Sorbaro
The Future of Automotive: Software-Defined Vehicles and Mobility
29 Aug 2024
00:42:53
In this episode of Build What's Next: Digital Product Perspectives, host Blair Holt delves into the rapidly changing automotive industry with two expert guests: Josh Batie, Vice President of Autonomous Vehicles at Toyota Motors North America, and Evangelos Simoudis, founder and managing director of Synapse Partners.
The discussion covers a wide range of topics, including: • The concept and potential of software-defined vehicles • The impact of autonomous driving technology on customer experience • Changing business models in the automotive industry • The evolution from car ownership to mobility as a service • The role of data in shaping the future of transportation • Challenges in implementing new technologies in the automotive industry • The future of car dealerships and retail models • Regional differences in customer preferences and regulations • The intersection of vehicles with smart infrastructure
Josh Batie brings insights from Toyota's perspective, discussing their approach to autonomous vehicles and the challenges of implementing new technologies in a traditional automotive company. Evangelos Simoudis offers a broader industry perspective, drawing from his experience as an investor and author in the automotive technology space.
Together, they paint a picture of an industry transitioning from traditional car manufacturing to providing comprehensive mobility solutions. They emphasize the importance of customer experience, data utilization, and adapting to regional differences in the evolving automotive landscape.
Episode Highlights: • [00:02:44] Definition and potential of software-defined vehicles • [00:09:02] Impact of autonomous driving on customer experience • [00:15:17] Challenges in automotive product development cycles • [00:20:51] The future of car dealerships and retail models • [00:26:00] The importance of customer education for new vehicle technologies • [00:30:20] Regional differences in automotive preferences and regulations • [00:35:42] The concept of vehicle journey vs. customer journey • [00:41:17] Data privacy concerns and transparency in the automotive industry
Quotes: • "The biggest capabilities that [software-defined vehicles] can update their functionality over the air and the first one that we saw having that capability are the Tesla vehicles, But now several others do." - Evangelos Simoudis • "If I lived in Orange County and I worked, say, in L A. And I drove an hour and a half there and an hour and a half back every day, and I could get in my car, plug it in an address, open up my laptop, turn on my phone, watch my Netflix. I could have an hour and a half back each way, three hours a day, five days a week. If you do the math, that's a month of your life back." - Josh Batie • "The reason I said earlier that today the definition of software-defined vehicle is a bit muddled is because the incumbent automotive industry has to transition to the clean definition. The clean definition is when we start having the so-called zonal architectures and central computer architectures very much like we have in a data center." - Evangelos Simoudis • "60
Exploring The Evolving Automotive Landscape with Tim Morey and Evangelos Simoudis
19 Mar 2024
00:59:28
In this episode of Build What’s Next: Digital Product Perspectives, host Josh Lucas is joined by Tim Morey, Global Head of Method, and Evangelos Simoudis, Founder and Managing Director of Synapse Partners.
Join them as they discuss: - What the ‘Flagship Experience’ is - How automakers can become mobility partners of consumers - The decision for automakers to outsource software development or keep it in-house - The driving forces behind the continued push toward automotive innovation - How automakers can create and monetize value by better understanding customers needs - And more!
Evangelos Simoudis is the Managing Director of Synapse Partners, a company investing in early-stage startups developing horizontal and vertical enterprise software AI applications. He is also the author of The Flagship Experience: How AI and Software-Defined Vehicles Will Revolutionize the Automotive Customer Experience.
Since 2023, Tim Morey has been Global Head of Method, the global strategic design and digital product development consultancy. Prior to joining us, he spent almost thirteen years leading Silicon Valley companies.
If you enjoyed this episode, make sure to subscribe, rate and review on Apple Podcasts, Spotify and Google Podcasts, instructions on how to do this are here.
Episode Highlights: [03:08] What Is The Flagship Experience? [10:44] How Automakers Can Become Mobility Partners of Consumers [17:12] Should Automakers Outsource Software Development Or Keep It In-House [24:27] Driving Forces Behind Continued Push Towards Automotive Innovation [31:38] How Automakers Capture and Use Data [38:20] How Automakers Can Create and Monetize Value From Understanding Customers [43:46] Where Do Dealers Come in?
Quotes:
“I think there have been many attempts recently, in the last couple of years, to create an analogy between the smartphone and the software-defined vehicles, and at a high level, the analogy holds. But we should not forget that I cannot kill somebody if I throw my phone at them unless I was very strong, whereas the vehicle is a heavy piece of machinery that can create a lot of problems.” - Evangelos Simoudis
“I think an awful lot of incumbent carmakers don't give themselves permission to be a mobility partner. They're looking at sulfur-designed vehicles and electrification and new energy sources as really a linear move in technology.” - Tim Morey
“For the incumbent automakers, partnering is an attractive option because you get ready-made access to expertise. But with that choice comes the challenge that you're now no longer fully in control of the overall experience that you're offering.” - Tim Morey
Modern Product Part 2: Unpacking Delivery and Culture with Jason Rome and David Brown
12 Mar 2024
00:39:06
We're back with part 2 of Modern Product!
In this episode of Build What’s Next: Digital Product Perspectives, host Josh Lucas is joined by Jason Rome, SVP of Digital Strategy and Customer Experience at Method, and David Brown, Director of Digital Product Operations and Governance at EDF Renewables.
Join them as they discuss: - Where work is most likely to get bottlenecked - How preference impacts delivery - Whether new features get overvalued - Measuring culture through collaboration and networking - Where empowerment fits into the equation - And more!
David Brown is the Director of Digital Product Operations at EDF Renewables North America. He also serves part-time in the Marine Corps as a Strategy Engagement Consultant.
Jason Rome has been SVP of Digital Strategy and Customer Experience at Method since 2015. He has also worked at Skookum, most recently as VP of Digital Strategy and Customer Experience, before leaving the company in 2021.
If you enjoyed this episode, go check out part 1, and make sure to subscribe, rate and review on Apple Podcasts, Spotify and Google Podcasts, instructions on how to do this are here.
Episode Highlights: [02:56] Where Bottlenecks Form [09:30] How Preference Impacts Delivery [15:28] Overvaluing New Features [20:35] Collaboration as a Way to Measure Culture [28:49] How Does Empowerment Fit In? [33:54] Actionable Advice
Quotes: - “People's true preferences are what's going to be the lowest cost on my time, what is the most efficient way to do things, and what has the best ROI for me. Those are people's real preferences, whether they're employees or customers. I think if you look at the feature too closely versus the problem, you can end up a little bit blind to that process.” - Jason Rome - “Nothing's ever proven until you put it in production in someone's hands and you see how they interact with it.” - David Brown - “There is no such thing as a delightful password reset. It is something you want to seamlessly just happen. And so, not everything needs to be super delightful and super memorable. Those need to be inserted at moments where there's a clear ROI on being able to do that.” - Jason Rome
Modern Product Part 1: Unpacking Strategy and Discovery with Jason Rome and David Brown
29 Feb 2024
00:34:31
In this episode of Build What’s Next: Digital Product Perspectives, host Josh Lucas is joined by Jason Rome, SVP of Digital Strategy and Customer Experience at Method, and David Brown, Director of Digital Product Operations and Governance at EDF Renewables.
Join them as they discuss: - The pillars of the Modern Product framework - The necessary steps in building an effective strategy - The importance of strengthening your discovery muscle - The need for cross-functional guidance - And more!
David Brown is the Director of Digital Product Operations at EDF Renewables North America. He also serves part-time in the Marine Corps as a Strategy Engagement Consultant.
Since 2015, Jason Rome has been SVP of Digital Strategy and Customer Experience at Method. He has also been a part of Skookum, most recently as VP of Digital Strategy and Customer Experience, before leaving the company in 2021.
If you enjoyed this episode, go check out part 2, and make sure to subscribe, rate and review on Apple Podcasts, Spotify and Google Podcasts, instructions on how to do this are here.
Quotes: - “Discovery is the muscle, not the exercise.” - Jason Rome - “If you don't make [discovery] part of your delivery model or your large SDLC associated with how you deliver, you will probably just keep a proximity bias of, we know what our problems are, and we'll solve for them.” - David Brown - “ Our day is broken up into half-hour to an-hour-long chunks, and that's not enough time for strategy. And so I think, a lot of times, just having more time for your team to talk about strategy, but really sitting down and grasping the consequences and talking through it and getting people of different beliefs in one room and just wrestling it for a while.” - Jason Rome
Trailer
27 Feb 2024
00:01:27
The process of developing digital products and experiences can be a daunting task organizations often find themselves wondering if they are solving the right problems the right way hoping the result is what the end user needs. That’s why our team at Method has decided to launch Build What’s Next: Digital Product Perspectives.
Every week, we’ll explore ways to connect technology with humanity for a simpler digital future. Together, we’ll examine digital products and experiences, strategic design and product development strategies to help us challenge our ideas and move forward.
Generative AI's Impact on Business with Jeremy Mack and Mike Storiale
14 Aug 2024
00:47:00
In this episode of Build What's Next: Digital Product Perspectives, host Michael Gray is joined by Jeremy Mack, Solutions Architect, and Mike Storiale, VP of Innovation at Synchrony. They delve into the world of generative AI and its implications for businesses and society at large.
Join them as they discuss: • The definition and potential of generative AI • How generative AI is changing product development and customer interactions • The ethical considerations and security implications of AI adoption • The future of work and new job roles emerging from AI technology • Practical applications of AI in various industries • The challenges of implementing AI in enterprise environments • The importance of education and training in the AI era
Jeremy Mack brings nearly nine years of experience at Synchrony, with a background in startups and various agencies. As a Solutions Architect, he oversees technical strategy and decision-making in the company's incubation group.
Mike Storiale, with almost five years at Synchrony, leads product incubation on the technology side. His team focuses on developing new products and capabilities for future horizons, typically looking at trends and potential products 2-3 years out.
If you enjoyed this episode, subscribe, rate, and review it on Apple Podcasts, Spotify, and Youtube Podcasts.
Unobstructed Wandering: Defining Product Strategy in the Enterprise
01 Aug 2024
00:23:24
In this episode of Build What's Next: Digital Product Perspectives, host Josh Lucas continues his insightful discussion with Jason Rome and Robert Neer. They explore: • The concept of "unobstructed wandering" in product discovery and how to turn observations into actionable strategies • The challenges and best practices of implementing OKRs in product organizations • The importance of business fluency for product managers and how to develop it • The evolving role of product managers in 2024 and beyond • Practical tips for product managers to stay connected with their users and market trends
Jason Rome is the SVP of Digital Strategy and Customer Experience at Method, bringing years of experience in digital strategy and product management. Robert Neer is an Executive in Residence of the Product Management Leadership Accelerator at the University of Washington, with a wealth of knowledge in product leadership and customer-focused problem-solving.
If you enjoyed this episode, subscribe, rate, and review it on Apple Podcasts and Spotify, instructions on how to do this are here.
Episode Highlights: • [00:00:26] The Concept of Unobstructed Wandering in Product Discovery • [03:49] Techniques for Effective Product Strategy Definition • [06:10] Implementing OKRs in Product Organizations • [13:13] Aligning OKRs with Business Value and Product Team Impact • [15:10] Developing Business Fluency for Product Managers • [17:35] The Evolving Role of Product Managers in 2024 • [19:15] Practical Tips for Product Discovery and Market Understanding
Quotes: • "I do like this term unobstructed wandering because, you know, I do believe in hypothesis-driven research. But, you know, I find CX and UX to be this thing that once you see it, you can't unsee it and you just live it everywhere you go and you see opportunities for better UX." --- Jason Rome • "I like OKRs. But one of the dangers when something gets so well codified as a framework is it's really easy to implement without understanding why you're implementing it or what you hope to accomplish or what you're trying to change by putting it in place." --- Robert Neer • "Product-oriented thinking and development and problem-solving are critical for any business that believes technology is core to how it will actually build value." --- Robert Neer • "There are a lot of opportunities to use interesting tools to make that part of your job easier. In which case I then ask, So what do you do with the rest of your time now? And are you equipped to actually go do product discovery and customer discovery and solve those problems and generate the value when the hands-on keyboards time that you take today could be reduced pretty dramatically with some tooling?" --- Robert Neer
Executing Modern Product in Enterprises with Jason Rome and Robert Neer
18 Jul 2024
00:27:49
In this episode of Build What’s Next: Digital Product Perspectives, we are joined by Jason Rome, Method’s SVP of Digital Strategy and Customer Experience, and Robert Neer, Executive in Residence of the Product Management Leadership Accelerator at the Michael G. Foster School of Business at the University of Washington.
Join them as they discuss: • The state of enterprise product management today • The challenge of building products that matter to consumers • The structural issues preventing companies from doing modern product • How to adapt product strategy to an organization • And more!
Robert Neer is celebrating fifteen years as an executive product leader in health care. A mastermind in customer-focused problem solving and creating products that stand out, he currently acts as an Executive in Residence of the Product Management Leadership Accelerator at the Michael G. Foster School of Business at the University of Washington.
Since 2015, Jason Rome has been SVP of Digital Strategy and Customer Experience at Method. He has also been a part of Skookum, most recently as VP of Digital Strategy and Customer Experience, before leaving the company in 2021. If you enjoyed this episode, make sure to subscribe, rate and review on Apple Podcasts, Spotify and Google Podcasts, instructions on how to do this are here.
Episode Resources: • Jason on LinkedIn: https://www.linkedin.com/in/jason-rome-275b2014 • Robert on LinkedIn: https://www.linkedin.com/in/robertneer • Method Website: https://www.method.com • Josh on LinkedIn: https://www.linkedin.com/in/josh-lucas-7844401b
Episode Highlights: • [04:00] The State of Enterprise Product Management Today • [07:42] The Challenge of Building a Product that Matters to Customers • [14:04] Structural Issues Preventing Modern Product Strategy • [23:46] Adapting Product Strategy to an Organization
Quotes: • “When you've gotten to the point where you have really achieved a product oriented-model, fundamentally what you should be asking product managers to be accountable for is, are you building a product that answers to a real customer problem? Are you solving a customer problem that matters to your customers in a way that they will love and in a way that you can make money at?” — Robert Neer • “The act of empowerment takes a certain amount of humility on leadership’s side to say we hope and expect that our teams who are closer to the work and closer to the customers will make smarter decisions than I will.” — Robert Neer • “Product-oriented thinking and development and problem solving is critical for any business that believes technology is core to how it will actually build value.” — Robert Neer • “A lot of the companies that initially did product work didn't have to define what it meant to be a product because their product is what they use to make money.” — Jason Rome
Transforming the Healthcare Provider Experience Joel Suckow and Rick Sanden
18 Jun 2024
00:32:17
In this episode of Build What’s Next: Digital Product Perspectives, we share our latest Tech Talk featuring Michael Ifkovits, Director of Business Strategy at Method, Joel Suckow, Digital Surgery at Johnson & Johnson, and Rick Sanden, Principal Embedded Software Engineer at Medtronic.
Join them as they discuss: • How technology such as AI is shaping the healthcare industry • The potential of AI in reducing cognitive load for healthcare providers • The risks and unintended consequences of digital tool developments • Challenges and opportunities in personalized digital health • FDA’s hidden role in tech innovation • And more!
Michael is a passionate and driven innovator who excels at making complex, new concepts easy to understand for clients and colleagues. Joel is a seasoned tech professional with experience at DePuy Synthes and Red Ventures. He also co-founded PureSurgery before joining Johnson & Johnson.
Rick is a Distinguished Engineer with expertise in developing and customizing RTOS for medical instruments and test systems. He has vast experience developing medical instrument software using C, C++, C#, and .NET.
If you enjoyed this episode, make sure to subscribe, rate and review on Apple Podcasts, Spotify and Google Podcasts, instructions on how to do this are here.
Episode Highlights: • [01:32] How Cutting-Edge Tech Is Giving Surgeons the Upper Hand • [06:15] How AI Is Helping Healthcare Providers Dedicate More Time to Their Patients • [11:12] Are Virtual Doctor Visits Here to Stay? • [15:36] Unintended Consequences and Risks Associated with Digital Tool Developments • [18:06] How J&J and Medtronic Are Revolutionizing Healthcare with Digital Surgery • [26:30] FDA’s Hidden Role in Tech Innovation
Quotes: • “Our provider experience is how do we make that experience in a competitive world where you have a choice, which is a great thing? I love all of our competitors because it makes us all better. But if you're a surgeon, there are a lot of different total knee implants that you can use. So why use ours? And then, I think what we're excited about now and what we're I think we're gonna talk about today is not just the implant, but how am I choosing the technology?” — Joel Suckow • “For Medtronic, we like to think about the provider as we like to say, Hey, we want to empower that provider so that provider can actually deliver the best quality health care and then also the safest. And so we're saying we want to deliver the right solution to the provider at the right time that gives him or her the opportunity to increase the quality of care.” — Rick Sanden • “When we talk to providers, time is their most valuable asset, and that is directly related to how many patients they can see and how long they can spend with that patient. So, if I have a solution that tracks data, but it takes a surgeon five minutes to input that data, that's time taken away from their patient. So they're looking for digital solutions that are saving them time to date.” — Joel Suckow • “We're in the medical field, so patient privacy is very important and that actually is
Safety, Clarity, and Urgency: The Pillars of Culture with Jason Rome and Cory Voglesonger
21 May 2024
00:59:06
In this episode of Build What’s Next: Digital Product Perspectives, host Josh Lucas is joined by Jason Rome and Cory Vogelsonger, the Chief Product & Technology Officer at Aaron's, Inc.
Join them as they discuss: • What culture in an organization means and how it can drive success • Physical and psychological safety and how to nurture that in a working environment • Best practice for improving clarity among your workforce • Why you should encourage an environment where workers feel able to speak up and take risks • The importance of engaging directly with customers and users • And more!
Jason is, the SVP of Digital Strategy & Customer Experience at Method, Cory is the Chief Product & Technology Officer at Aaron's and a progressive digital product development leader with a career built on leading large, enterprise-scale transformation efforts.
If you enjoyed this episode, make sure to subscribe, rate and review on Apple Podcasts, Spotify and Google Podcasts, instructions on how to do this are here.
Episode Highlights: • [00:02:10] Defining Culture in Modern Product • [00:07:40] Safety, Clarity and Urgency • [00:24:46] Writing One-Pagers • [00:26:11] Types of Safety in the Workplace • [00:43:12] Facilitating Intrinsic Motivation Through Immersion in the Customer Experience
Quotes: • “One of the techniques that I use and try to teach on my team is we write a lot of one-pagers, just like a single page document when we start out an initiative that really highlights clearly what we're trying to do and why, in an outcome oriented way” • “There's this concept of psychological safety, which I think most probably have heard of. But in general that is this true feeling of organizational permission, to be candid, to say what's on your mind, to take risks and not feel all the potentially negative consequences that can come from that.” • “There's a lot of learned helplessness, frankly, in corporate America where, like, I can't do this thing because they said so or that would be risky. And so a lot of what I'm trying to do is just go as strip away as much as we can to where the entire value stream and how work is created. They own by and large and can influence directly. That's why I send them into the store so they can feel what their customers feel in the crappy experience that they thought was a good trade off and sitting down.”
AI in Creative Industries: Opportunities and Implications with Kent Keirsey
03 May 2024
00:56:42
In this episode of Build What’s Next: Digital Product Perspectives, host Josh Lucas is joined by Kent Keirsey, Founder and CEO at Invoke. Together, they explore the intersection of AI and creative content generation, touching on how it is impacting artists’ work, the rules around copyright, and the arguments for leveraging either closed or open models.
Long Summary:
In this episode of Build What’s Next: Digital Product Perspectives, host Josh Lucas is joined by Kent Keirsey, Founder and CEO at Invoke.
Join them as they discuss:
The role of AI from artists’ perspectives
How Invoke train AI models for creative image generation
The rules of copyright in AI-generated images
Where businesses can appropriately leverage AI
The differences between closed and open models
The near future of AI’s effect on video content
And more!
Kent is Founder and CEO of Invoke, a creative AI image generation platform that empowers artists and enthusiasts to create the art of tomorrow. He’s also the Founder and Advisor of Product ATL, bringing together Product experts from across Atlanta.
If you enjoyed this episode, make sure to subscribe, rate and review on Apple Podcasts, Spotify and Google Podcasts, instructions on how to do this are here.
“[The use of AI is] really much more of an element of injecting language and your creative goals into a process that can realize those really quickly, but you're still composing that, you're still compositing it, you're still orchestrating a lot of the actual creative decision making in order to get to a good spot. Because if you don't have that skill, if you don't have any sense of color theory or artistry, the rule of thirds and composition, you're going to make something that doesn't look good. You still need those artistic skills in order to produce something that's worth looking at.”
“We've moved beyond this naive early implementation of, ‘push a button, get output’, to the point where we now can control it to an extent that, I would argue, at least personally, is sufficient human expression to merit copyright.”
“The debate rages between, should this technology be open, does that pose too great a risk? Does it pose too great a geopolitical political risk from a US centric point of view? Do we want everyone having our latest and greatest AI model?... And then on the closed side, you have people arguing that the access to this technology is going to be limited. We're going to be centralizing power. We're going to be centralizing the ability to generate value in organizations that may not really care if they employ that many people to generate that value.”
EVs and Automation Technology: Impact and Implications with Blair Holt and Josh Batie
17 Apr 2024
00:41:11
In this episode of Build What’s Next: Digital Product Perspectives, host Josh Lucas is joined by Blair Holt, Director of Experience Design at Method, and Josh Batie, VP of Autonomous Mobility at Toyota North America.
Join them as they discuss: ● The challenges of developing autonomous vehicles ● The importance of in-cabin experience ● Fleet management ● The ongoing transformation of the automotive experience. ● Toyota's cautious approach to EVs ● The future of mobility ● And more!
Blair Holt is the Director of Experience Design at Method. Before that, he worked as the Principal of Business Design. Blair has also worked at Bank of America, Lowe’s Companies, and Toyota. He has over twenty years of experience in defining customer-centric products, services, and experiences.
Josh Batie is Vice-President of Autonomous Mobility at Toyota North America, where he has worked for over eight years. Prior to working at Toyota, Josh was employed at Nissan Motor Corporation for three years. Josh has over twenty years experience in the automotive industry.
If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts, instructions on how to do this are here.
Episode Highlights: ● 09:20 From EV Skeptic to EV Evangelist ● 12:32 Industry Turning Points ● 17:08 Future Proofing Vehicles ● 31:04 Proceeding With Caution ● 39:12 Managing Vehicle Fleets ● 51:40 The Future of the Automotive Experience
Quotes: ● “I never recognized how much it meant to be able to visualize what the car was planning on doing and transitioning that to what I was feeling from the seat. And that's where that marriage of the digital and the physical will never go away. Because it was those two things put together where I was like all ‘All right, it sees that person jaywalking, and it's already made a decision here, and it's thinking about what it's got to do there. I'm good with that because I wouldn't do any more myself at this point.’ It's beyond what I would have done.” -Josh Batie ● “The essence of the car is different than it was before, and so who needs to educate on it and sell it and service it might be fundamentally different.” -Blair Holt ● “I think you're going to see companies start making big strides to building these cars where they have the ability to be improved in the future. And that's from a safety standpoint, regulatory standpoint, but also an experience standpoint. And so I think that's the biggest one you're going to see is that throughout generations of owning a car, just like maybe when you bought your car, you put larger tyres on it or you modify it to be something personalized. I think that you'll see a car be able to evolve over time with different owners to meet their needs.” -Josh Batie
Implementing the Jobs to be Done Framework with Bob Moesta and Andy Busam
02 Apr 2024
01:00:19
In this episode of Build What’s Next: Digital Product Perspectives, host Josh Lucas is joined by Bob Moesta, President and CEO of ReWired Group, and Andy Busam, Principal Consultant at Method.
Join them as they discuss: - What the Jobs to be Done framework really is - The common pitfalls in implementing best practices from the framework - How to take learnings from research to implementation - Snickers as a Jobs to be Done case study - Whether ‘the pivot’ is a necessary step of product development - How Jobs to be Done fits into desirability, feasibility, and viability - And more!
Bob Moesta is President and CEO of ReWired Group, who specialize in Demand-Side Innovation in the marketing world. He is also Co-Founder of Laser Ventures, Strategic Advisor at LifeWeb 360, an Adjunct Lecturer of Executive MBA Education at Northwestern University, and a Research Fellow at the Clayton Christensen Institute.
Andy Busam is a Principal Strategist at Method and has held multiple roles with the company focused on Digital Strategy and Experience Design. Prior to his return to Method, Andy was the Director of Digital Strategy at United Therapeutic Corporation.
If you enjoyed this episode, make sure to subscribe, rate and review on Apple Podcasts, Spotify and Google Podcasts, instructions on how to do this are here.
Episode Highlights: - [01:51] Introducing the Jobs to be Done Framework - [12:19] Common Pitfalls in Implementing Best Practices - [23:14] Taking Learnings from Research to Implementation - [27:49] How Snickers Implemented the Jobs to be Done Framework - [37:20] Is Pivoting a Necessary Step of Product Development? - [47:25] Using Jobs to be Done in Desirability, Feasibility, and Viability
Quotes: ● “Jobs to be Done is this whole premise that people don't buy products, they hire them in a very specific situation to help them make progress. And what that means is that it allows us to actually understand that context that they're in and the outcome they want to actually drive them to actually buy something or to choose or to change behavior.” - Bob Moesta ● “The biggest mistake people make is they don't actually go talk to customers because they can't get access to them. And so then they assume they know what customers are talking about.” - Bob Moesta ● “Perfect is the enemy of good. It's also the enemy of done, and so I think that one of our overarching principles here is simplify and go, and what we see too often is over complicating and taking too long to get off the ground.” - Andy Busam
The Race to Transformative Outcomes
27 Jan 2025
00:41:46
If there’s one thing the past few years have taught us, it’s that the power of AI and technology can be harnessed in any industry to drive transformative outcomes for meaningful change. And, this episode of Build What's Next: Digital Product Perspectives - our first episode since the partnership with GlobalLogic - proves just that.
Join GlobalLogic’s Chief Business Officer, Srini Shankar as he sets the stage for an insightful conversation, welcoming Tara Vatcher, Chief Architect at Stellantis, Mike Krut, CIO of Penske Transportation Solutions, and Josef Newgarden, two-time Indy 500 champion, as they unpack the innovative ways in which AI and technology are making waves in the automotive industry.
Through the episode, they discuss the seismic shift towards software-defined vehicles, the potential for AI to enhance customer experiences through innovations like proactive diagnostics that predict vehicle failures before they occur, the evolution of technology in motorsports and advancements in simulation and real-time data analysis that are crucial for making strategic decisions during races. They further explore the integration of AI and machine learning in operational processes, the importance of safety and security in automotive technology and the challenges and opportunities in sustainability that transformation like this brings with it.
Tune in to accelerate your understanding of technology and AI in the automotive industry and lead this race!
Rethinking Digital Product Development: Insights from 2024
08 Jan 2025
00:22:10
In this reflective episode of Build What's Next: Digital Product Perspectives, Josh Lucas and Jason Rome are looking back at the last season’s most-listened to conversations, setting the stage for an eventful year ahead. From valuable takeaways to exciting news about the podcast, they discuss it all. Tune in as they:
Deep dive into the Jobs To Be Done framework, highlighting learnings from their most popular episode featuring Bob Moesta and Andy Busam. Reintroducing the concept to listeners, they provide anecdotes about the practical applications of this framework and how this lens has the potential to reshape the relationship between products and their users.
Discuss the importance of strategy and discovery in current product development, referencing a two-part series with David Brown. Together, they highlight the interconnectedness of strategy, discovery, planning, and culture in creating successful digital products.
Explore the value of discovery in the product development process, emphasizing that it’s not just a good-to-have but a must-have in today’s development landscape, further unpacking how discovery can significantly reduce risks and enhance outcomes.
Highlight the significance of seamless user experiences, noting that, sometimes, functionality is the real key to user satisfaction.
Examine the evolving relationship between Method and GlobalLogic, announcing GlobalLogic as the podcast's new presenting sponsor - a partnership that aims to enrich the content and bring in diverse voices from the industry.
Reveal the ways in which this collaboration will elevate future episodes, with a focus on integrating design, engineering, and data, bringing compelling stories and insights for listeners.
Join Josh and Jason on a walk down memory lane, before we step into an exciting future of conversations in the world of digital product development, and a 2025 filled with even more valuable insights and takeaways for listeners!
Embedded Finance: Building Successful Partnerships and Platforms
18 Dec 2024
00:51:08
In this insightful episode of Build What's Next: Digital Product Perspectives, industry veterans Rob Seidman (Chief Product Officer at US Bank), Laura Merling (Founder, Stealth Fintech and former Chief Transformation Operations Officer at Arvest Bank), and Jake Miller (VP, CareCredit Technical Program Manager at Synchrony) share their expertise on embedded finance implementation and strategy.
Key points discussed include:
The evolution and importance of embedded finance in today's market
Strategies for evaluating and maintaining successful partnerships
Challenges of scaling embedded solutions while managing complexity
The critical role of data infrastructure and platform design
Stakeholder management and cross-functional collaboration
Future trends and opportunities in embedded finance
The speakers emphasize several critical success factors:
Partnership Strategy:
Careful evaluation of potential partners
Alignment of business objectives and culture
Clear communication and regular updates
Strong governance and risk management
Technical Implementation:
Importance of scalable architecture
Data platform considerations
Managing complexity and customization requests
Security and fraud prevention
Organizational Considerations:
Cross-functional team alignment
Stakeholder management
Change management
Regular communication and updates
The episode concludes with insights into the future of embedded finance, including the potential for AI-driven optimization, seamless integration across platforms, and enhanced security measures.
Laura Merling: Founder, Stealth Fintech and Former Chief Transformation Operations Officer, Arvest Bank
Jake Miller: VP, CareCredit Technical Program Manager at Synchrony
Episode Highlights:
[03:35] Introduction and overview
[09:55] Defining embedded finance
[17:22] Partnership evaluation and strategy
[32:15] Scaling challenges and solutions
[48:15] Cross-functional collaboration
[57:39] Future of embedded finance
AI in Healthcare: Bridging the Gap from Ideas to Impact
04 Dec 2024
00:35:28
In this illuminating episode of Build What's Next: Digital Product Perspectives, healthcare technology veterans Sean Cassidy, CEO of Lucem Health, and Alejandro Reti, former CMIO at Optum, share their extensive experience with AI implementation in healthcare settings.
Key points discussed include:
The diverse markets within healthcare and how AI fits differently in each context
The distinction between clinical and non-clinical AI applications
The importance of workflow integration and understanding healthcare's conservative nature
Real-world applications of AI in healthcare, including disease detection and digital scribing
Regulatory considerations and challenges in healthcare AI implementation
The critical role of change management in successful AI adoption
The evolving landscape of data requirements for AI in healthcare
Future outlook and equity considerations in healthcare AI
Through practical examples and case studies, the speakers illustrate how:
Lucem Health uses AI to help providers detect diseases earlier by analyzing existing EMR data
Digital scribing solutions are transforming clinical documentation, saving doctors over two hours daily
Mental health services are being augmented through AI-powered therapeutic tools
The speakers emphasize that successful implementation of AI in healthcare requires:
Understanding and working within existing workflows
Aligning with economic incentives
Addressing multiple stakeholder needs (providers, payers, and patients)
[02:54] Introduction to Lucem Health and its evolution
[08:20] Understanding healthcare markets and AI applications
[12:01] Real-world AI use cases in healthcare
[22:21] Regulatory considerations in healthcare AI
[28:23] Change management and implementation challenges
[34:09] Data requirements and synthetic data discussion
[30:47] Future outlook and equity considerations
Managing Developer Portals: Organizational Strategy and Governance
20 Nov 2024
00:29:40
In this insightful episode of Build What's Next: Digital Product Perspectives, industry experts delve into the complexities of managing API developer portals from an organizational perspective. The discussion focuses on critical aspects of API lifecycle management, governance structures, and the importance of dedicated support teams.
Key points discussed include:
The crucial role of versioning strategy in API management
The emergence and importance of the API Product Manager role
Organizational structures for API Centers of Excellence (COE)
The challenges of documentation and support
The impact of AI on API development and management
Governance models and their implementation
The experts emphasize several critical success factors:
Versioning Strategy:
Support periods of 12-18 months for major API versions
Clear distinction between major and minor version changes
Proper communication around versioning and maintenance windows
API Product Management:
The need for dedicated API product managers
Balance between technical and business acumen
Liaison role between developers and business lines
Organizational Structure:
Centralized vs. decentralized approaches
The role of digital transformation teams
Evolution from centralized to federated models
Support and Documentation:
The importance of dedicated support teams
Challenges with engineer-written documentation
Treatment of internal vs. external developer needs
The episode concludes with insights into the future impact of AI on API development and management, including code generation, security analysis, and automated documentation.
Episode Resources:
Example products mentioned: Traceable AI
Related topics: REST APIs, API Security, Developer Experience
Topics for further exploration: Distributed architectures, Team structures
Episode Highlights:
[01:34] Versioning strategy and support timeframes
[06:03] The role of API product managers
[13:02] Internal vs. external developer needs
[17:27] Governance processes and emotional aspects
[24:48] AI's impact on API development
[28:04] Future of API discovery and management
Building Better Developer Portals: From Design to Support
06 Nov 2024
00:39:01
In this insightful episode of Build What's Next: Digital Product Perspectives, API expert Jeff Nibler and Michael Gray, Head of Engineering at Method, share their extensive experience with developer portals and API platforms. The discussion covers the transformation of developer portals over the past 5-7 years and crucial elements for success.
Key points discussed include:
The importance of discoverability and user experience in developer portals
Different approaches for internal versus external developer portals
The evolution from viewing APIs as utilities to seeing them as products
Building effective support structures for API programs
The role of sandbox environments and documentation in developer success
Key insights shared:
Focus on Developer Experience:
The importance of clear, human-readable documentation
Making APIs discoverable and easily accessible
Providing interactive consoles and sandbox environments
Internal vs External Portals:
Internal portals focus on avoiding API duplication
External portals require additional polish and marketing elements
Different support structures are needed for each type
Support Structures:
The need for specialized API support teams
Finding the right balance between developer expertise and support efficiency
Integration of support ticketing within the portal
Documentation Best Practices:
Making content accessible to both technical and non-technical audiences
Using a CMS for efficient content management
Implementing effective tagging and search capabilities
The episode concludes with practical advice for organizations starting their developer portal journey, emphasizing the importance of fundamentals like solid API design, security considerations, and developer experience.
Episode Resources:
Best practices for API documentation
Developer portal platforms and tools
API design guidelines
Support team structures
Content management systems for developer portals
Episode Highlights:
[05:48] Discussion of developer portal evolution
[17:25] Sandbox environments and developer experience
[24:53] Internal portal considerations
[29:31] Support team structures
[34:14] Starting a developer portal journey
Key Quotes:
"The golden rule for me on this topic has always been as much DIY as absolutely possible, everywhere possible."
"The struggling moment that causes them to create a space. Because if they don't ask a question, there's no space in their brain for them to see your product."
"I want my API people talking to your API people, and that's great, but I don't want them talking to my API developers because they're busy."
The Power of Struggling Moments in Innovation
23 Oct 2024
00:51:47
In this enlightening episode of Build What's Next: Digital Product Perspectives, Bob Moesta, an engineer turned innovation expert and co-architect of the Jobs to be Done theory, shares his unique approach to product development and innovation. With over 3,500 products under his belt, Bob brings a wealth of experience to the table.
Key points discussed include:
The importance of identifying customers' struggling moments as the seed for all innovation
Understanding the progress customers are trying to make rather than focusing solely on product features
The concept of "Jobs to be Done" and how it applies to various industries
The difference between supply-side and demand-side thinking in product development
How to uncover hidden customer needs and motivations
The importance of context in creating value for customers
Strategies for effective product positioning and marketing
Bob illustrates these concepts through engaging case studies:
Snickers vs. Milky Way: How two seemingly similar products serve entirely different customer needs
Intercom: How understanding different customer jobs led to a 15x growth in revenue
Autobooks: How reframing the sales process around customer buying timelines led to significant growth
He challenges listeners to rethink their approach to product development, marketing, and sales by focusing on the progress customers are trying to make in their lives. Bob emphasizes that successful innovation isn't about adding more features but understanding and addressing customer struggles.
The episode concludes with three key tips for innovators:
Find struggling moments
Think about the progress people are trying to make
Understand and manage trade-offs in product development
Bob's insights offer a fresh perspective on innovation, encouraging businesses to look beyond traditional product-centric approaches and truly understand their customers' needs and motivations.
[06:41] The importance of struggling moments in innovation
[08:37] Understanding context and outcome in customer needs
[17:45] The seed for all innovation: struggling moments
[25:16] Case study: Snickers vs. Milky Way
[33:27] Case study: Intercom's growth through Jobs to be Done
[41:13] Case study:
The Future of Work: Leveraging Networks for Innovation and Performance
09 Oct 2024
00:27:31
In this insightful episode of Build What's Next: Digital Product Perspectives, speaker Michael Arena delves into the complex world of workplace networks and their impact on innovation, performance, and overall business success. Drawing from extensive research conducted during and after the pandemic, he explores how our professional connections have been dramatically reshaped and what this means for the future of work.
Key points discussed include:
The importance of different types of social capital: bonding (within teams) and bridging (across teams and external connections)
How the pandemic affected these networks, leading to increased bonding but decreased bridging connections
The limitations of arbitrary hybrid work policies and the need for intentional design of work environments
The concept of "form follows function" in workplace design, tailoring network structures to specific work purposes (discovery, development, scaling, and delivery)
Real-world examples of how networks drive innovation, from surfing communities to tech giants like Apple and Amazon
Strategies for intentionally cultivating the right types of connections to drive desired outcomes
Michael challenges listeners to think critically about their current work arrangements and offers a framework for creating more effective, purpose-driven workplace networks. He argues that by understanding the science behind these networks and intentionally designing work environments, organizations can significantly boost their innovation capabilities, productivity, and overall performance in the post-pandemic era.
Further Reading: Research by Ron Burt on network advantages
Episode Highlights:
[00:02:00] The importance of strategic alignment in workplace networks
[00:05:47] How bonding and bridging connections responded differently to virtual work
[00:08:18] The "neighbourhood effect" and its impact on organizational fabric
[00:11:13] The fallacy of arbitrary hybrid work policies
[00:13:27] Introduction of the "form follows function" model for workplace design
[00:15:44] Real-world examples of network-driven innovation (surfing community, Apple)
[00:17:15] The three advantages of network brokers in driving innovation
[00:21:23] Case study: General Motors' urban mobility innovation
[00:25:16] Amazon's approach to customer-centric innovation
Quotes:
"Our connections matter to everything from your overall well-being to your overall performance to whether or not you're satisfied or stressed out in the workplace."
"Proximity matters immensely in the network. In fact, I would have told you pre-pandemic that productivity would tank if we went to a virtual working environment. I was wrong clearly, and I would have said that because most of the studies were focused on proximity and productivity. Turns out that proximity matters But intentionality trumps proximity."
"You can't connect the dots looking forward, you only connect them looking backwards." - Steve Jobs (as referenced by Michael)
"97% of your vehicle's time is idle. Right now it's sitting in a garage or a parking space somewhere, and that's not a good value prop for your second most expensive asset that you have."
Aligning Product and Business Strategy Through Customer Discovery
25 Sep 2024
00:28:56
In this episode of Build What's Next: Digital Product Perspectives, host Ben Nichols, a director on the Digital Solutions team at Method, is joined by Kalpesh Nanji, former global chief product officer at Honeywell. They delve into the critical role of customer-centric discovery in product management and its impact on shaping business strategy.
Join them as they discuss:
The importance of strategic alignment between product and business strategies
Tactics for effective customer discovery and insights gathering
Overcoming organizational challenges in implementing customer-centric approaches
The role of data and storytelling in influencing executive decisions
Balancing inherited strategies with new customer insights
The importance of cross-functional collaboration in customer discovery
Strategies for upskilling product teams in customer-centric methodologies
Kalpesh Nanji brings his extensive experience as a global chief product officer, sharing insights on how to create a customer-centric culture within organizations of various sizes. Ben Nichols contributes his perspective from working with multiple organizations, identifying common pain points and gaps between product and business strategies.
If you enjoyed this episode, make sure to subscribe, rate, and review it on Apple Podcasts, Spotify, and YouTube.
[00:05:47] Enabling Product Managers to Spend Time with Customers
[00:08:18] Cross-Functional Collaboration in Customer Discovery
[00:11:13] Co-Innovation and Strategic Partnerships with Customers
[00:13:27] Using Data to Influence and Pivot Inherited Strategies
[00:15:44] Creating a Narrative for Executive Buy-In
[00:17:15] Prioritizing Customer Insights Using Horizon Planning
[00:21:23] Upskilling Product Teams for Effective Customer Discovery
[00:25:16] Top Three Takeaways for Successful Customer-Centric Discovery
Quotes:
"As a product manager, I think using the tools that you have data is critical, right, ensuring that hey, if you're going to shift or make it pivot, for example, you have an inherited strategy, you identify that may or may not work for the customer or the organization. You get back to the executive team and you provide the data right." - Kalpesh Nanji
"One of the things that we always want to try to do when you visit customers is not just focus on their challenges of today, but also determine and help them focus on their challenges of tomorrow." - Kalpesh Nanji
"Data is critical synthesizing that data, creating a narrative around that data storytelling is critical as well. When you try to get some buy-in from an executive team tying in that story to where the business is going as an organization right." - Kalpesh Nanji
The Hidden Growth Framework That Unlocked Explosive Revenue Growth
08 Apr 2025
00:42:07
How is AI revolutionizing the financial sector, and what challenges accompany this transformation? Find out in the latest episode of Build What's Next: Digital Product Perspectives, as host Jason Rome welcomes Joe Fuqua, a technology leader from Truist, to explore the multifaceted impact of AI on modern banking. Joe shares insights from his extensive career, tracing his journey from his early work in science, including physics and mathematics, and his initial experiences with neural networks at Oak Ridge National Laboratory, to his current role driving enterprise data and cloud architecture at Truist.
The discussion unpacks the evolving role of technology, shifting from a mere tool to a crucial business driver, and emphasizes the rising importance of robust data management and governance as a cornerstone for AI implementation. Jason and Joe further explore the intricate balance financial institutions must strike between pursuing digital transformation and navigating the complexities of legacy systems, technical debt, and the need for a cultural shift towards prioritizing data. This episode provides valuable insights into how banks are adapting to the AI era, the technological hurdles they face, and the strategic importance of data in shaping the future of financial services.
What It Takes to Be a Leader in Gen AI Services: The GlobalLogic Playbook Alternative titles:
20 Mar 2025
00:21:10
How can AI be leveraged to its true potential in transforming enterprise software development? Find out in the latest episode of GlobalLogic's Build What's Next: Digital Product Perspectives tech series, as host Sumit Sood welcomes Gowtham Sampath, ISG's lead analyst for Gen AI, analytics, and cybersecurity, to explore what it takes to be a leader with meaning in AI solutions - a code that GlobalLogic seems to have cracked, reflected by their latest recognition of being one of the leading providers in artificial intelligence solutions and consulting services worldwide as per the most recent report by ISG.
Together, they unpack GlobalLogic's journey in AI and analytics, highlighting their decade-long experience and early adoption of generative AI solutions, emphasizing the importance of strong digital engineering practice and focused vertical expertise. The further explore how a flexible and IP-secure approach helps push the needle forward, underscoring the evolution toward AI-centric software development.
The pair also discusses the importance of the three key success factors: technical capability, data leverage for training models, and domain expertise, in positioning a company as a valuable leader in AI solutions.
Join the conversation to take your understanding of the AI and data ecosystem a step further, complete with the tools you need to optimize the potential of AI, today.
[07:02] AI’s Role in Software Development life Cycles
[9:40] AI-Centric, Human Enabled, Flexibility & IP-Secure
[12:39] The Importance of a Robust POP
[14:26] Building an Entire AI Ecosystem
[16:33] The 3 Keys to Being a Successful AI Leader
Quotes:
"Choosing a model is no longer a commodity model today. What else can you do?" - Gowtham Sampath
"A lot of providers generate code, but what we are feeling is more important in the market is creating recommendations at that point in time." - Gowtham Sampath
"We need to think about who does what - there are providers that claim they do things with GitHub and Copilot and call themselves AI service providers." - Gowtham Sampath
AI and the Energy Grid: Powering the Future Part 2
04 Mar 2025
00:22:25
The conversation around the AI-Energy intersection continues on this episode of Build What's Next: Digital Product Perspectives as we spotlight dramatic shifts in data trends in the energy sector, utilities operations and the criticality of data literacy across levels of management, in today’s energy game. Tune in as Brittany Stone, host and digital transformation consultant, from the Method team sits down with Dave Goddard, Chief Digital Officer at Hitachi Energy, go on to explore the ins and outs of value-driven data - collecting it and analyzing it, the reasons for the shifts in customer and infrastructure data and AI’s role in it all.
Together, they unpack the evolving relationship between utilities and customers, how data sharing and ownership are being redefined as customers become active participants in the energy ecosystem and the implications of the European Data Act. They also examine the importance of data literacy, the role of AI in improving grid operations and how organizations can go about managing this change.
Tune in to part 2 of this conversation on the Build What's Next: Digital Product Perspectives podcast sponsored by GlobalLogic, for actionable insights on AI adoption, operational efficiency and the unique approach to optimizing technology use within its practical limitations for transformational progress in the energy sector.
AI and the Energy Grid: Powering the Future Part 1
18 Feb 2025
00:26:19
AI is everywhere and it’s made its way to the energy sector too. But just how effective is it to the sector, its solutions and its operation? Tune into this episode of Build What's Next: Digital Product Perspectives as Brittany Stone, host and digital transformation consultant, from the Method team sits down with Dave Goddard, Chief Digital Officer at Hitachi Energy, to explore the transformative impact of AI on the power grid. From managing increasing grid complexity to enabling sustainable energy futures, they unpack the ins and outs of leveraging AI to optimize energy businesses, transform the operation of power grids and revolutionize energy efficiency.
Together, they unpack the fundamentals of power grid operations, from generation to consumption, shining a light on why AI adoption is becoming crucial in the utility sector, given the complexities presented by interconnected power grids. They further touch upon the “snowball effect” and the implications of the large amounts of energy required to power AI programs and how the conundrum could be solved, as well as the kinds of technology used at companies in the energy sector. The conversation also provides tangible examples of real-time change being powered by AI - from asset performance management to operational efficiency.
Tune in to part 1 of this conversation on the Build What's Next: Digital Product Perspectives podcast sponsored by GlobalLogic, for actionable insights on how to power transformation using AI and affect real-time change for a greener and more sustainable future!
How AI is Transforming Design Teams in Financial Services
23 Sep 2025
00:40:20
Join Jason Rome and Mike Adam in this episode of "Build What's Next" as they explore how AI is revolutionizing design teams in financial services. They discuss the impact of AI on design, research, and product teams, covering topics like psychological safety, process changes, the downsides and upsides of AI, and how to integrate it into team workflows. This conversation is highly relevant for design leaders navigating the evolving landscape of AI.
Confidence in Planning: Addressing Uncertainty and Risk
09 Sep 2025
00:29:50
In this podcast episode host Jason Rome and guest David Brown talk about the crucial role of "confidence" in effective planning. They explore how organizations can honestly assess certainty and uncertainty in project estimates, distinguishing between confidence in "what it'll take to do" and "what this thing will do." The discussion highlights the importance of early, honest conversations about risks and major assumptions, emphasizing that overconfidence can be detrimental. The conversation provides valuable insights into how to build a culture of honesty and clear communication in planning, ultimately aiming to mitigate risks and ensure that projects are not only feasible but also truly desirable for users.
Navigating the AI Landscape: Insights from Jon Webster
26 Aug 2025
00:46:28
Jon Webster of CPP Investments discusses how AI, particularly large language models (LLMs), is changing organizational decision-making. He emphasizes the practical usefulness of LLMs over their "intelligence" and introduces the "generator-verifier gap." Webster also explores how LLMs can break down linguistic barriers in organizations, make complex thinking more accessible, and highlights that in the age of AI, human differentiation will increasingly come from emotional intelligence and relationship skills.
Planning for What's Next with AI: A Deep Dive into Strategic Decision-Making
12 Aug 2025
00:28:01
In this podcast episode, Jason Rome and David Brown discuss the critical aspects of planning within organizations, emphasizing the importance of effective decision-making, alignment, and capacity planning. They explore the challenges teams face during planning sessions, the significance of prioritization frameworks, and the need for a balanced approach to managing initiatives. The conversation also touches on the role of AI in enhancing planning processes and the necessity of measuring actual performance against expectations.
Embedded Finance: The Evolution of Financial User Experience
01 Jul 2025
00:24:22
In this part of our conversation, we dive into how big financial institutions handle their incredibly diverse customer base. We're talking about everything from mass-market consumers to high-net-worth individuals and even corporate clients. It's a real challenge to understand and prioritize all those different needs, especially when customer relationships can evolve so much over a lifetime. We'll also touch on the difficulty of reaching those "high-profile" users for research and how AI and better data management are paving the way for more personalized experiences that anticipate what users need, rather than making them dig for it.
Embedded Finance: Personalization, AI, and Meeting Diverse User Needs
10 Jun 2025
00:23:46
Join Michael Lewandowski and Joseph Johansen (JJ) as they dive into the complexities of designing for diverse users in financial services. From graphic design beginnings to leading UX XD, JJ shares his journey and experiences across consumer, small business, wealth management, and corporate sectors. They discuss the chicken-and-egg dilemma of targeting users versus starting with needs, and how the right approach depends on the problem at hand. Learn about data-informed personas, the challenges of scaling design in large organizations, and the balance between qualitative and quantitative research. It's a real talk about creating believable user experiences in finance.
Unlocking Creativity in Product Management: An Interview with Leslie Grandy
28 May 2025
00:39:38
In this episode of 'Build What's Next', join host Jason Rome as he dives deep into the world of product management creativity with author and expert Leslie Grandy. Leslie shares her fascinating career journey, from the early days of box software to launching digital media subscription services and leading product at major tech companies. Discover the inspiration behind her upcoming book and learn invaluable techniques like inversion thinking and analogies to unlock your creative potential. We discuss how product managers can claim their creative seat at the table, overcome low creative self-efficacy, and partner with AI effectively. Whether you're an experienced product leader or just starting out, this episode will inspire you to think differently and innovate in your field. Don't miss out on practical tips for boosting your creativity and solving complex problems. Tune in now!
Navigating Change: Biometrics, Data, and Customer Experience at Airports
15 May 2025
00:32:47
In this engaging episode, Jason Rome chats with Paul Puopolo, Head of Data Analytics and Innovation at DFW Airport, to explore the cutting-edge technologies shaping the future of air travel. They delve into the intricacies of biometrics, facial recognition, and the delicate balance between enhancing convenience and respecting data privacy.
Paul sheds light on the complexities of coordinating innovation across multiple entities, including airlines and the TSA, and how these interconnected brands impact the passenger experience. They discuss how innovation projects are managed within an operational environment and the importance of planning for the long term, not just the immediate future.
The conversation also covers AI/ML applications within the airport, the essential role of communication and change management in technology rollouts, and the kind of talent needed to drive successful innovation. They address the challenges of testing new technology in a public space and how to ensure that innovations truly benefit the customer experience.
Tune in to get an insider’s perspective on the forces driving transformation in the world of air travel!
Beyond Checkpoints: Data, Tech, and the Future of Air Travel
29 Apr 2025
00:23:33
In this episode of Build What's Next, Jason Rome interviews Paul Popolo, the Head of Data Analytics and Innovation at Dallas-Fort Worth Airport, about the unique challenges of implementing innovation within the highly operational and risk-averse airport environment. The conversation starts with Paul’s experience transitioning from innovation roles in healthcare and finance to the aviation industry. He highlights the key difference in working at an airport: the highly tactical, operational, and risk-averse nature of the environment.
They discuss how much of airport innovation happens behind the scenes, focusing on processing, IoT, and technology that improves the passenger experience without being immediately visible. Paul also addresses the most common request he hears: "Fix the checkpoint!" He explains the complexities of this, given that TSA is a federal entity with its own regulations. The conversation then shifts to the collaborative nature of airport innovation, involving airlines, tenants, and government partners, and how Paul's team navigates this intricate web to implement new technologies and processes.