Tech Talks Daily

What does customer experience look like inside a company most people associate with switches, infrastructure, and engineering rather than surveys, empathy, and brand perception?
In this episode, recorded at the Qualtrics X4 event in Seattle, I sit down with Jerome Boissou, Head of Global Customer and Brand Experience at Legrand. Jerome has been with the company for 28 years and now leads a customer experience program designed to help Legrand better understand a customer base that is changing fast. 
This matters because Legrand is no longer serving only its traditional markets. The company now operates across a huge product portfolio, serves commercial buildings as well as residential markets, and plays a significant role in areas such as data centers and hospitality.
At the heart of our conversation is Legrand's "Best Of Us" program, which was originally launched in 2018 and then revamped in 2021. Jerome explains that the original focus was on personas and journey mapping, but the company soon realized it needed a more quantitative approach too. What followed was a broader strategy built around three connected pillars: customer satisfaction, customer centricity, and brand equity. Rather than treating customer experience as a dashboard exercise, Legrand is using those pillars to improve business performance, spread customer knowledge internally, and help teams understand what different customer groups really want, expect, and struggle with.
One of the strongest themes in this conversation is that feedback without action creates frustration. Jerome is very clear on that point. He explains how Legrand built a "close the loop" process, then went further with what the company calls a "customer room" process. That means identifying pain points and weak signals, routing them to the right internal teams, tracking them with KPIs, and making sure action follows. He shares that 100 percent of detractors are meant to be handled through that closed-loop approach, and that around 80 percent of pain points can be solved as quick wins. That is a refreshing reminder that customer experience only matters when it changes something.
We also talk about the scale of measuring experience in a global B2B organization. Legrand runs yearly relational surveys for both direct and indirect customers, covering around 50 different personas, and supplements that with transactional surveys across 17 touchpoints. These include digital interactions, training, product launches, and post-case feedback from call centers.
 Jerome explains how Qualtrics became a key part of making that global program work, helping Legrand roll out surveys worldwide and giving teams a way to analyze feedback more easily and consistently.
Of course, this being a tech podcast recorded at X4, we also get into AI. But what stood out to me is that Jerome does not talk about AI as a magic layer dropped on top of everything. He talks about context. In fact, context becomes one of the defining ideas in our conversation. Capturing feedback is useful, but understanding the environment around that feedback is what allows better decisions to happen. For Jerome, that is where AI becomes more useful, especially when it is trained within the reality of Legrand's complex markets rather than operating as a generic tool.
Another part of this episode I found especially interesting is how Legrand brings employees into the customer experience process. Jerome shares an example of sending the same surveys to employees and asking them to answer from the customer's point of view.
By comparing employee perception with actual customer feedback, Legrand can spot gaps, adjust training, and help teams build more empathy. In one case, factory teams thought customers were far less satisfied than they really were, simply because the internal metrics they saw every day focused only on pressure and output.
Reframing that with real customer satisfaction data, including a product quality satisfaction score of around 95 percent, helped restore pride and perspective.
This episode is really about something bigger than surveys or software. It is about how a global company can embed customer thinking into the culture, make people feel part of the process, and use data in a way that stays human. Jerome makes a strong case that customer experience in B2B is not separate from performance. It shapes brand perception, trust, internal alignment, and ultimately business outcomes.
I'd love to hear your thoughts. How is your organization making sure customer feedback leads to action rather than just another report?

*]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" dir="auto" data-turn-id= "request-69bb3a44-1820-8391-9101-e272e063ccf6-2" data-testid= "conversation-turn-12" data-scroll-anchor="true" data-turn= "assistant"> What does it take to turn millions of customer interactions into meaningful relationships instead of missed opportunities?
In this episode, recorded live at the Qualtrics X4 Summit in Seattle, I sit down with James Bauman, Senior Director and Head of Experience, Analytics, and Insights at TruGreen. James leads customer experience, analytics, and retention strategy across a business that manages around 60 million customer touchpoints every year. And as he explains, that scale creates both opportunity and risk.
At the center of our conversation is a challenge he describes as the "leaky bucket." TruGreen was investing heavily in acquiring customers, but too many were slipping away due to inconsistent experiences and missed moments. The real question became how to understand what customers actually need, when they need it, and how to respond in a way that builds trust and long-term loyalty.
We explore how TruGreen built an omnichannel customer experience program designed to listen across every interaction, from digital channels to service calls, and connect that feedback with real customer behavior. But what stood out to me was how they moved beyond simply collecting feedback and into taking action in the moment.
That's where AI agents come in. Rather than relying solely on traditional follow-up processes, TruGreen is now embedding AI directly into customer check-ins and surveys. These agents respond in real time, using context from the customer's history and recent interactions to provide relevant, immediate support. It changes the experience from something reactive to something far more responsive.
The impact has been significant. James shares how AI agents are now addressing around 51% of customer concerns upfront and cutting escalations by more than 30%. At the same time, they are freeing up human teams to focus on the conversations that truly require empathy and relationship-building, rather than spending time on repetitive follow-ups that may never get a response.
We also talk about the reality behind making this work. There's no shortcut. The speed of implementation came from the groundwork TruGreen had already put in place, building a strong data foundation and connecting systems across the business. Without that, the AI would lack the context needed to be useful.
James also challenges some of the common narratives around AI. It's not something you can simply switch on and expect instant results. But it's also far from hype when applied thoughtfully. In his experience, AI agents can deliver real value, both in customer outcomes and business performance, when they are placed in the right moments and supported by the right data.
For me, this conversation is a reminder that customer experience is shifting. It's moving away from slow feedback loops and into something far more immediate, where businesses can listen, understand, and act in real time.
And I'd love to hear your perspective. Are you seeing AI agents genuinely improve customer experience in your organization, or are you still trying to figure out where they fit?
Useful Links
Connect with James Bauman
Learn more about TruGreen
Qualtrics X4 Summit

*]:pointer-events-auto scroll-mt-(--header-height)" dir="auto" data-turn-id="5a63882b-e2c0-4674-80a9-a3ff0177f2ba" data-testid="conversation-turn-1" data-scroll-anchor="false" data-turn="user"> *]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" dir="auto" data-turn-id= "request-WEB:b77d106a-2128-4395-8837-b29a7e7eb756-0" data-testid= "conversation-turn-2" data-scroll-anchor="true" data-turn= "assistant"> What does it really take to move from AI hype to something that actually works inside a business?
In this episode, I sit down with Shibani Ahuja, SVP of Enterprise IT Strategy at Salesforce, to talk about why so many enterprise AI projects stall long before they deliver real value. While the market is full of noise around agents, copilots, and automation, Shibani makes the case that the real issue is often much simpler and much harder at the same time. Design. She explains why model capability alone will never rescue poor architecture, weak governance, or unclear data ownership.
Our conversation goes well beyond the usual agentic AI headlines. Shibani shares what she learned from speaking with hundreds of C-suite leaders over the past year, and why many early enterprise AI conversations were too focused on models instead of ecosystems. We unpack the difference between predictive, generative, and agentic AI, why trusted data means more than having lots of information, and how Salesforce's own internal journey revealed conflicting knowledge, governance gaps, and the importance of determinism in enterprise settings.
I also loved Shibani's perspective on the human side of this transformation. We talk about why successful organizations are framing agents as a capacity multiplier rather than a headcount story, how to bring employees along through visible wins and shared learning, and why the best starting point is often a simple, boring use case that removes pain for frontline teams. She also shares her thoughts on the eight design principles for the agentic enterprise, the myths that frustrate her most, and what will separate the leaders from the laggards over the next 18 to 24 months.
This is a conversation for anyone feeling pressure to do something with AI, but wanting a clearer view of what meaningful progress actually looks like. Are businesses building the right foundations for an agentic future, or are too many still mistaking experimentation for strategy? Have a listen and let me know your thoughts.
Useful Links
Connect with Shibani Ahuja
Agentic Enterprise Architecture

How is AI reshaping our relationship with work, and what does that mean for the tools we rely on every day?
In this episode of Tech Talks Daily, I'm joined by Cory McElroy, Vice President of Commercial Product Management at HP. Our conversation begins with a reflection on one of the most famous garages in technology history. The original HP garage in Palo Alto is often described as the birthplace of Silicon Valley, and standing there recently reminded me how far the industry has come since those early days.
But as Cory explains, we may be entering another turning point. The nature of work has shifted rapidly in just a few years. Hybrid work is now the norm for millions of people, and expectations around workplace technology have changed with it. Employees no longer see technology as a basic productivity tool. They expect it to adapt to them, reduce friction, and help them focus on meaningful work.
Cory shares insights from HP's Work Relationship Index, which highlights a striking reality. Only around 20 percent of employees say they have a healthy relationship with work. That number sounds concerning at first, but it also points to an opportunity. When organizations provide the right tools and experiences, employees become more productive, more creative, and more likely to stay.
A big theme throughout our conversation is the growing role of AI directly on devices. Running AI locally on PCs changes how people interact with technology. Tasks that once took hours, such as analyzing documents or extracting insights from data, can now happen almost instantly. In some internal deployments at HP, employees reported saving up to four hours each week.
We also talk about the hardware innovations that are emerging in response to this shift. Cory explains how new devices like the HP EliteBook X and the EliteBoard reflect a rethink of the PC itself. The EliteBoard, for example, integrates a full PC inside a keyboard, allowing users to connect to any display and instantly access desktop-level performance. It is a design that reflects the flexibility people now expect from modern workspaces.
Looking ahead, Cory believes the next few years will bring even bigger change. Devices will increasingly understand context, connect seamlessly with other tools, and respond to natural language requests. Instead of jumping between multiple applications to complete a task, users may simply ask their device to assemble information and produce the outcome they need.
So as AI becomes embedded into the devices we use every day and work continues to evolve, what would a truly frictionless workday look like for you, and how will your relationship with technology change as a result?

*]:pointer-events-auto scroll-mt-(--header-height)" dir="auto" tabindex="-1" data-turn-id= "ea43d6d1-18ff-490f-b57a-5cbce94de2fb" data-testid= "conversation-turn-7" data-scroll-anchor="false" data-turn="user"> *]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" dir="auto" tabindex="-1" data-turn-id= "request-WEB:d64929a5-9e90-46a8-96ce-fa26f8ed8adc-3" data-testid= "conversation-turn-8" data-scroll-anchor="true" data-turn= "assistant"> How do you secure a modern business when identities no longer belong only to employees, but also to partners, machines, applications, and increasingly AI agents?
In this episode of Tech Talks Daily, I sat down with Paul Zolfaghari, President of Saviynt, to unpack why identity security has moved from a background IT function to one of the defining challenges facing modern enterprises. Over the past decade, the identity problem has expanded far beyond the traditional office worker logging into internal systems. Today's organizations must manage access across a vast digital ecosystem that includes contractors, suppliers, customers, APIs, machines, and now autonomous AI agents.
Paul explains how this shift has fundamentally changed the way security leaders think about identity governance. The challenge is no longer limited to preventing unauthorized access from outside attackers. Instead, companies must manage the complex question of who, or what, should have access to specific data, systems, and processes at any given moment. When thousands of employees, partners, and automated systems interact across multiple cloud platforms, the complexity grows rapidly.
We also explore how the rise of non-human identities is reshaping the security landscape. Machines, software services, and AI agents now operate alongside human employees inside enterprise environments. In many cases, these digital identities are already beginning to outnumber people. As AI agents gain the ability to gather information, adapt to context, and take actions autonomously, organizations must rethink how access permissions are granted, monitored, and governed.
Another theme that emerged during our conversation is the idea that identity security is not only about protection. While it clearly sits within the cybersecurity domain, Paul argues that identity governance also acts as a business enabler. When the right people and systems can access the right information at the right time, organizations operate more efficiently and collaborate more effectively across complex supply chains and partner ecosystems.
We also discussed findings from Saviynt's CISO AI Risk Report, which highlights a growing concern among security leaders. AI adoption is accelerating rapidly, often moving faster than the governance frameworks designed to manage it. This creates a challenge for organizations trying to adopt AI responsibly while maintaining visibility and control over how these technologies interact with enterprise systems.
With more than 600 enterprise customers and a recent $700 million growth investment backing its expansion, Saviynt is operating in a market that many investors now view as one of the defining layers of modern digital infrastructure. Identity, in many ways, is becoming the control plane for how businesses operate in an AI driven world.
Looking ahead, Paul believes organizations must begin preparing for a future where digital identities dramatically outnumber human employees. That shift will require new approaches to governance, visibility, and control.
So as AI adoption accelerates and businesses continue expanding across cloud platforms and digital ecosystems, one question becomes impossible to ignore. Is identity security ready to serve as the foundation for how organizations operate in the next decade?
Useful Links
Connect with Paul Zolfaghari
Check out the Saviynt Website
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