[Un]Churned – The No. 1 Podcast for Customer Retention

How to Transform Customer Experience at Scale ft. Jeffrey Bussgang & Teresa Anania | Ep. 145

Aug 27, 2025
Join Jeffrey Bussgang, a Harvard lecturer and co-founder of Flybridge Capital, and Teresa Anania, Chief Customer Officer at Sophos, as they dive into the reality of AI in business. They discuss how to cultivate an 'AI native' culture that values human judgment alongside innovation. Teresa shares insights on overcoming resistance to AI and enhancing customer engagement through practical automation strategies. The duo also explores balancing technology with human touch, ensuring companies can thrive in a rapidly changing landscape.
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ADVICE

Three Pillars To Become AI-Native

  • Prioritize data, sequencing, and culture when becoming AI-native.
  • Prepare proprietary data, pick top experiments, and embed AI in talent systems and incentives.
INSIGHT

Address Fear To Win Adoption

  • Acknowledge and empathize with employees' fear of job displacement.
  • Framing AI as augmentation and elevating skills reduces resistance and increases buy-in.
ADVICE

Use Frontline Voices To Build Trust

  • Bring frontline staff into success stories to debunk AI myths.
  • Show before-and-after day-in-the-life examples to demonstrate improved job quality.
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