Pulse

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Oct 2025

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Pulse, presented by Intuji, is your go-to podcast for insights into the ever-evolving business landscape. We dive deep into how modern businesses can harness strategy, data, commerce, and technology to enhance their brand and customer experience and scale effectively. From the finer points of user experience (UX) and user interface (UI) design to the nitty-gritty of web development, software engineering, and DevOps, we cover many topics. But we don't stop there. Our discussions extend to cutting-edge areas like artificial intelligence (AI), augmented reality (AR), marketing, eCommerce, and branding. Intuji, renowned for helping brands improve customer engagement and creating leading customer experiences, is the proud host of Pulse. The podcast is packed with a diverse mix of enlightening chats, detailed case studies, and conversations with top industry leaders. It's made for anyone interested in the current and future trends in business – whether you're a budding entrepreneur, a seasoned professional, a product manager, or simply someone eager to stay on top of the latest in brand engagement. Join us on Pulse for an insider's view of the innovative tactics and success stories from key players in the tech world.

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31 recent

October 23, 2025Episode 3143 min

Digital Transformation Fails Without Agility and Mindset – Here’s Why | Pulse #31

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 Covered00:00:00 – IntroductionJulian introduces Nick and the theme: why mindset and agility outshine technology in transformation.00:06:33 – What “Digital” Really MeansWhy transformation fails when it’s treated as a tool rollout instead of a cultural shift.00:08:39 – Agility and AdaptabilityNick’s approach to helping organisations embrace uncertainty and build flexibility.00:13:27 – Aligning Work with StrategyHow frameworks like OKRs keep teams focused and accountable.00:17:49 – Servant LeadershipWhy the best leaders exist to enable their teams’ success.00:21:32 – Transformation Is Not a ChecklistThe trap of vanity projects and box-ticking in digital initiatives.00:24:12 – Building Agility as a Core CapabilityWhy adaptability is the true measure of progress.00:28:59 – The Three Cs of ChangeNick’s formula for lasting transformation — Communication, Collaboration, Co-creation.00:36:12 – Democratising AI SkillsHow empowering people accelerates innovation and adoption.00:40:30 – Final Reflections1% improvement each day compounds into extraordinary progress.Key Takeaways from this EpisodeDigital 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!

July 24, 2025Episode 3050 min

The $600M Mistake UPS Almost Made — and How They Turned It Around | Pulse #30

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 IntroEpisode Highlights & Guest Background00:01:06 – IntroductionJulian introduces Jack Levis and his legacy leading transformation at UPS.00:04:05 – Building the FoundationJack explains why Package Flow Technologies had to come before any analytics.00:07:13 – Initial Failure of Package FlowHow the first rollout failed due to a lack of change management and human focus.00:10:02 – Learning the Hard WayThe “Field of Dreams” mistake and the psychology gap in digital projects.00:13:13 – Orion's Real AdvantageWhy a technically imperfect system succeeded through perfect deployment.00:18:26 – The Test That Changed EverythingEarly pilots shocked the C-suite by doubling savings estimates.00:20:53 – Internal Resistance and DoubtHow Jack faced ridicule, accusations, and pushback from leadership.00:28:30 – Making Transformation StickWhy changing daily conversations and metrics made Orion sustainable.00:32:03 – Focusing on Outcomes, Not FeaturesHow most digital programs fail by solving the wrong problems.00:33:00 – Aligning Digital with PhysicalThe risks when virtual systems don’t match operational reality.00:35:25 – Understanding Analytics LevelsDescriptive, predictive and prescriptive analytics — and why they matter.00:43:26 – The Unexpected DiscoveryHow simulation modelling revealed hidden costs and strategic insight.Key Takeaways from this Episode:Don’t just build tech — build belief and behaviour change around itYou must align your data model with real-world decisions to see impactLearn 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!

February 27, 2025Episode 2951 min

The Costly Catastrophic UX Mistake - Your 'Gut Feeling' About Users Can Destroy Product Success | Pulse #29

Nikki Anderson: The Value of User Research & Building Better Product Experiences | Pulse by Intuji #29In 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 IntroEpisode Highlights & Guest Background00:01:26 - IntroductionJulian introduces Nikki Anderson and her background in user research.00:05:03 - Foundational Research ValueDiscussion 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 ValueHow researchers can confidently demonstrate their value without constantly having to justify their role.00:17:32 - Stakeholder ManagementHandling 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 MistakesDiscussion 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 researchTechniques for conducting efficient and effective discovery researchStrategies for making research engaging and fun for stakeholdersThe importance of understanding business metrics to drive research impactWhy researchers need confidence in their inherent value to organisationsLearn 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!

February 20, 2025Episode 281 hr 3 min

80% of Digital Transformation Fails Because of Tech Naive Leadership - Here's Why | Pulse #28

Jason Greenwood: The Evolution of B2B Commerce & Digital Transformation | Pulse by Intuji #28In 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 IntroEpisode Highlights & Guest Background00:01:16 - 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 AreasDiscussion on what businesses aren't paying enough attention to for the next five years.00:59:15 - Industry LegacyJason 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 transformationThe importance of starting with customer experience before technologyHow to effectively implement digital transformation in B2BUnderstanding the evolution of AI in commerceThe critical role of data structure in digital successLearn 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!

January 23, 2025Episode 2745 min

How Delta Airlines' UX Design Leader Solves Sky-high Complex Business Problems | Pulse #27

Alex Grinyayev: The Evolution of UX Design & Business Alignment | Pulse by Intuji #27In 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 IntroEpisode Highlights & Guest Background00:01:31 - IntroductionAlex introduces his 20-25 year journey in UX00:03:49 - Evolution of UX DesignThe transformation from web design to product design and changing landscape00:08:32 - Design Thinking vs Business ThinkingDiscussion on the gap between design thinking for business and business thinking for designers00:14:05 - Managing Stakeholder RelationshipsStrategies for identifying stakeholders and using the RACI matrix effectively00:17:25 - Problems with Stakeholder AssumptionsThe challenge of stakeholders thinking they're end users00:25:56 - The Big ‘End User’ ProblemWhy digital products fail when end users aren’t consulted00:31:01 - The Rule of Five MethodHow to get to the root of problems by asking "why" five times00:34:40 - Creating Business Cases for DesignHow to tie design work to business outcomes and prove value00:37:48 - Early User EngagementThe importance of involving users from the beginning00:40:46 - Future of Business and DesignDiscussion on including end users in B2B products00:42:36 - Career Reflections and LegacyPersonal insights on making an impact and lessons learned00:45:28 - Closing ThoughtsFinal advice on business thinking for designersKey Takeaways from this Episode:The evolution of UX from web design to product designStrategies for effective stakeholder alignmentThe importance of user research and validationBalancing business objectives with user needsThe 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!

January 9, 2025Episode 261 hr 5 min

Customer Experience Crisis - Millions On Marketing, Nothing On Retention! | Pulse #26

Joey Coleman: Understanding Human Experience & Building Customer Loyalty | Pulse by Intuji #26In 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 IntroEpisode snippets and guest background highlights00:01:33 IntroductionJoey Coleman shares his diverse background and journey into customer experience.00:04:19 Key Components of Customer ExperienceDiscussion on what makes up a great customer experience and treating customers as individuals.00:08:42 The Investment RealityInsights on how businesses focus more on acquisition than retention.00:15:50 Identifying Problem CustomersStrategies for recognising when customer relationships aren't the right fit.00:26:30 Customer Centricity RealityDeep dive into why customer centricity is often discussed but rarely practised.00:39:52 Communication FrequencyDiscussion on the importance of consistent customer communication.00:49:13 Future of Customer ExperienceExploration of AI's role and maintaining human connection in customer experience.00:58:43 Finale QuestionsThree key questions covering industry insights and career advice.Key Takeaways from this Episode:The importance of human-to-human connection in business relationshipsWhy customer retention is crucial for sustainable growthHow to balance technology implementation with customer needsStrategies for effective customer communicationThe value of continuous learning in customer experienceLearn 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!

December 19, 2024Episode 2545 min

From Sales-Driven to Product-Led | How Prezzee's Chief of Product Transformed a Startup | Pulse #25

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 IntroEpisode snippets and guest background highlights00:01:20 - Introduction and BackgroundBenoit introduces himself and his role at Prezzee00:02:02 - Early Career JourneyDiscussion of experience at American Express and transition into product00:05:55 - Corporate to Startup TransitionInsights on moving from large organisations to fintech startups00:10:12 - Digital Gifting VisionHow Prezzee approaches digital gifting and creating meaningful experiences00:14:24 - Product Strategy & AlignmentDiscussion on business alignment and strategic objectives00:17:49 - Product Development PhilosophyFocus on solving real customer problems vs feature development00:29:12 - Building Product TeamsKey attributes and diversity in high-performing teams00:35:55 - Future of Product ManagementPerspectives on AI and technology evolution00:42:05 - Final InsightsViews on customer experience and industry legacyKey Takeaways from this Episode:Building product teams that balance technical skills with the right attitudeThe importance of customer experience in digital productsStrategies for maintaining startup agility while scalingHow to align product development with business objectivesThe role of innovation in product developmentLearn 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!

December 12, 2024Episode 2451 min

40% to 5% Client Loss Reduction! - How a Customer Portal Revolutionised Equipment Hire | Pulse #24

Alex Mead: Redefining Customer Service Experience & The EPIC Framework | Pulse by Intuji #24In 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 IntroEpisode snippets and guest background highlights00:01:45 - Introduction and BackgroundAlex shares his journey from computer systems to customer service leadership00:03:12 - Evolution of Customer ExperienceHow the growth of CX has impacted customer service over the past 15 years00:09:24 - B2B Service ExcellenceChallenging the myth that B2B service can be inferior to B2C00:12:10 - Case Study: Heavy Equipment Rental IndustryHow a crane hire company reduced customer churn from 40% to 5% through digital transformation00:19:16 - Golf Industry TransformationHow digital transformation revolutionised the golf travel industry00:29:13 - Customer Retention StrategiesDiscussion on preventing customer churn and building loyalty00:35:39 - The EPIC FrameworkDetailed breakdown of Easy, Personalised, Intuitive, and Contextual service00:42:05 - AI and Customer ServiceThe role of AI as a concierge rather than a replacement for human interaction00:46:19 - Traditional Industries and Digital TransformationAddressing basic self-service needs in traditional sectors00:47:30 - Future of Customer ServiceCritical aspects businesses need to focus on in coming years00:49:09 - Legacy DiscussionAlex's impact on customer service through EPIC and CSX concepts00:50:16 - Career ReflectionsPersonal insights and advice for customer service professionalsLearn 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!

December 5, 2024Episode 2347 min

Ignoring Customer Centricity Will Send You Broke! Raw Truths from Domain's Product Chief | Pulse #23

Andreas Marmaras: Product Leadership & Customer Centricity - Building Sustainable Products | Pulse by Intuji #23In 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 IntroEpisode snippets and guest background highlights00:01:43 - 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 ChallengesDiscussion 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 AdviceValuable insights for professionals starting their careers.Key Takeaways from this Episode: How to maintain relentless customer-centricityThe importance of validating ideas before full developmentStrategies for managing technical debt effectivelyTechniques for aligning technical and business stakeholdersBuilding high-performing product teams through continuous learningThe evolution of product management across different marketLearn 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!

November 28, 2024Episode 2249 min

Beyond Pretty UI Design - The Devastating Cost of Ignoring User Experience | Pulse #22

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 IntroEpisode snippets and guest background highlights00:01:20 Guest IntroductionJulian introduces Scott Noblit and his extensive background in tech and digital design.00:03:31 Digital Evolution and Early CareerScott discusses his journey from the dot-com era through to modern digital product design.00:07:00 Core Design PrinciplesDeep dive into what makes experiences meaningful and how to prioritise user needs.00:15:15 Experience Design at ExpediaScott shares insights on designing travel experiences during challenging times.00:17:34 AI Impact on DesignDiscussion on how AI is changing experience design.00:37:16 Aligning Design with Business OutcomesMoving Beyond Feature-First Thinking00:45:12 Future of Digital Experience & Career ReflectionsScott'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 experiencesHow to effectively conduct user research that drives meaningful outcomesBalancing technological innovation with human needsThe importance of aligning design decisions with business objectivesNavigating the future of AI in experience designBuilding products that truly matter to usersLearn 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!