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CX Decoded is our semi-monthly podcast designed to deliver insight from leaders in the customer experience and marketing industries. Each episode is designed to help you better understand the customer experience and the value it can add to your customers’ lives.
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Curiosity

Immad Akhund and Rajat Suri

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Going deep on technical topics with some of the smartest people on the planet. Follow the Curiosity Podcast on: Instagram: https://www.instagram.com/curiositypod101/ TikTok: https://www.tiktok.com/@curiosity_podcast101?is_from_webapp=1&sender_device=pc YouTube: https://www.youtube.com/@CuriosityPodcast Substack: https://curiositypodcast.substack.com/
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We cover today the convergence of humanity and technology in today’s marketing landscape, featuring insights from Karna Crawford, CMO at Marqeta, and Tom Wentworth, CMO at Recorded Future. In this episode, Karna shares her insights on how to bring a little bit of humanity into B2B marketing — while still getting all the benefits of modern-day techn…
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In this episode of the Curiosity Podcast, Immad and Raj interview Bill Guttentag for a discussion on the evolution of the film industry. Bill is an award-winning writer and producer, best known for his films You Don’t Have to Die, Nanking, and Crime & Punishment. The conversation explores the creative process, how new technology will impact tomorro…
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In this edition of CX Decoded, we discuss how large language models are enabling more natural and efficient customer interactions, reshaping the way contact centers operate. Learn about the importance of meeting rising customer expectations, the shift from cost-cutting to prioritizing customer service excellence and the rapid acceleration of digita…
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Leadership expert and author Gautam Mukunda joins Immad and Raj for an in-depth discussion on the systems that determine leaders in business and politics. Gautam shares what makes a great leader, touching on leadership in both business and politics. They dissect observable patterns on leadership that can give us insight into the upcoming U.S. presi…
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In a world where distinguishing between reality and generative AI is becoming increasingly more difficult, how can we protect ourselves from being influenced by hyper-realistic reproductions of an individual’s voice and likeness? Ben Colman, Co-Founder and CEO of Reality Defender, shares how their technology is currently being used to detect genera…
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In this in-depth conversation, Shelby Mitchell of Discover shares how her personal experiences have influenced her career, driving notable improvements in accessibility at Discover. Her story highlights the powerful blend of personal commitment and corporate duty in fostering inclusive digital spaces.…
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Miles Taylor, former chief of staff of the Department of Homeland Security, joins Immad and Raj for a discussion on emerging technologies and national security. They discuss whether AI will be a useful tool or existential threat to national security and American Democracy, and explore how this new technology is already affecting the 2024 election. …
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This episode of CX Decoded, brought to you by CMSWire, features Karan Thaker, a specialist in customer experience and design strategy from Northwestern Mutual. Karan shares his extensive background in enhancing digital and physical customer experiences across various industries, focusing on creating seamless cross-channel experiences. The conversat…
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Will new advancements in biotech soon help us treat rare diseases? Immad and Raj explore this question with Nicole Paulk, Founder and CEO of Siren Biotechnology, who shares how viral gene therapy has the potential to cure a wide variety of illnesses. The conversation explores the biotech field at large, how viral gene therapy works, and what medica…
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In this episode, Imamd and Raj interview Loewen Cavill, Cofounder and CEO of Amira. Loewen is an expert in women’s healthcare, particularly as it relates to menopause. This conversation explores how societal taboos around menopause have stymied the creation of health products and treatments, how our hormonal systems impact our health, what role AI …
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In this episode, Imamd and Raj interview Sam D’Amico, Founder and CEO of Impulse Labs. Sam shares the technology behind Impulse Labs’ innovative, powerful cooktop that touts faster cooking times and energy efficiency. This discussion investigates why traditional appliances have been slow to change over the past 50 years, and how new developments in…
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We explore the delicate balance between enhancing customer experiences and empowering employees at LinkedIn. Hear from Sam Stern, senior manager of customer experience, about the innovative ways LinkedIn prioritizes trust, extracts valuable insights from vast amounts of data and ensures both customers and employees feel valued and heard.…
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In this episode of the Curiosity Podcast, Immad and Raj explore the next evolution of education with Austen Allred, Co-Founder and CEO of BloomTech. Austen shares his unlikely journey to founding an education start-up, and how our current education system is failing students. This conversation explores how to mitigate the risks inherent with pursui…
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On this episode of the Curiosity Podcast, Immad and Raj explore the challenges facing San Francisco’s local politics with Sachin Agarwal and Steven Buss, co-founders of GrowSF. GrowSF is a nonprofit aiming to influence the local politics of San Francisco by informing and mobilizing voters. The discussion begins with a look back at how San Francisco…
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Sri Narasimhan, vice president of Enterprise Consumer Experience at CVS, discusses the importance of establishing a customer-centric culture. Narasimhan emphasizes the need for a multifaceted approach that includes igniting a culture focused on customer feedback, empowering frontline employees and strategically integrating consumer centricity acros…
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In this episode, Immad and Raj discuss the emerging field of zero net carbon fuels with Prometheus Fuels Founder and CEO, Rob McGinnis. Rob shares the process for removing CO2 from the air and converting it into fuels that can power planes, automobiles, and much more. Tune in to learn how this new development may one day change the future of energy…
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In the latest episode of CX Decoded, Jessica Austin Barker, the chief digital and client experience officer at TIAA, unveils the intricate tapestry of TIAA's journey in transforming digital and client experiences in the financial sector. This episode delves deep into the nuanced approach TIAA has adopted, moving beyond mere technological advancemen…
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In this episode, Immad and Raj discuss biotechnology with Hannu Rajaniemi, Founder and CEO of Helix Nanotechnologies. Hannu shares the potential of mRNA as a platform for various applications, including lab-grown meat, cancer treatment, and customized vaccines. Hannu’s broad thinking and ability to tie biotech to social impact make for an engaging …
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In this episode, Immad and Raj interview Delian Asparouhov, a Partner at Founders Fund and the Co-Founder of the space-manufacturing startup Varda. Delian shares his insights on the potential of space manufacturing and how overcoming the difficult challenge of atmospheric reentry will be the key to opening manufacturing in orbit. Delian's backgroun…
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In this episode, Immad and Raj interview Maxwell Brodie, the Co-Founder and CEO of Rain Industries. Maxwell share how Rain and other tech pioneers are leveraging new technology, such as early detection and autonomous vehicles, to curb the increasing threat of wildfires by rapidly reducing response time. With wildfires becoming more severe and wides…
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This episode is brought to you by Wix Studio. The delicate interplay of customer experience (CX) and employee experience (EX) forms the backbone of today's hospitality management, where understanding and valuing the contribution of each employee translates directly into enhanced customer satisfaction. Embodying this principle is Gautam Patankar, ch…
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Join Immad and Rajat for an in-depth discussion at the intersection of science and art as they chat Cristóbal Valenzuela, CEO and Co-Founder at Runway. Runway’s technology is revolutionizing creativity by leveraging AI to create photorealistic motion pictures. In this episode, Cristóbal shares how AI will enable more creativity through augmentation…
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Join Immad and Rajat for a deep dive into the technology being used to combat climate change with Peter Reinhardt, CEO and Co-Founder of Charm Industrial, a company that specializes in carbon removal. In this episode, Peter shares how Charm is leveraging pyrolysis and dry oil wells to remove carbon from the atmosphere, why companies are beginning t…
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This episode is brought to you by Wix Studio. The convergence of customer experience (CX) and employee experience (EX) is more than a trend; it's a strategic imperative. Organizations are recognizing the symbiotic relationship between how they treat their customers and their employees, understanding that a holistic approach can drive significant im…
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This episode is brought to you by Wix Studio. Shri Nandan, VP of AI Experiences at Comcast, tells us how the implementation of AI, particularly chatbots, in contact centers has not only streamlined operational efficiencies but also enriched the quality of customer interactions. Shri shares her firsthand experiences in driving AI projects, emphasizi…
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This episode is brought to you by Wix Studio. Jason Ferrell, Capital One’s managing vice president of experience design, is a designer at heart. Designing experiences in the current day comes with challenges related to customer experience, employee experience and constantly connecting experiences to top-level business objectives. Ferrell believes i…
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Immad and Raj talk to Psychedelics therapy expert Dr. Jeeshan Chowdhury, Founder / CEO of Journey Colab Key topics: The history of psychedelics Role of them in therapeutical settings Why psychedelics have been misunderstood What the future holds for this and other drugs Follow the Curiosity Podcast on: Instagram: https://www.instagram.com/curiosity…
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Immad and Raj talk to popular macroeconomics writer Noah Smith, formerly of Bloomberg. Key topics: Inflation and the current state of the economy, plus future risks America's relationship with China and how we should play our cards Immigration and our labor market, and some thoughts for how things will change Rabbits! Follow the Curiosity Podcast o…
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Immad and Raj talk with the 'Edison of Medicine' Bob Langer - founder of over 40 biotech companies, including Moderna. Key topics: What does the future of drug delivery and tissue engineering look like? How has Bob managed to make a career in academia so entrepreneurial? What can we do to maximize innovation in biotech? Follow the Curiosity Podcast…
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Immad and Raj sit down with former Virgin Galactic CEO, Wildfire VC and current Congressional candidate George Whitesides for a wide-ranging conversation on multiple fascinating topics! Follow the Curiosity Podcast on: Instagram: https://www.instagram.com/curiositypod101/ TikTok: https://www.tiktok.com/@curiosity_podcast101?is_from_webapp=1&sender_…
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Immad and Rajat go deep with Chris Best on how the written media landscape is rapidly evolving and how Substack's business model could transform the way we consume and build relationships with creators Follow the Curiosity Podcast on: Instagram: https://www.instagram.com/curiositypod101/ TikTok: https://www.tiktok.com/@curiosity_podcast101?is_from_…
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