Building Customer-Centric Cultures & Navigating Digital Transformation | DisrupTV Ep. 156
In Episode 156 of DisrupTV, hosts R “Ray” Wang and Vala Afshar are joined by:
- Hiten Shah, co-founder of Crazy Egg, FYI, and KISSmetrics, who shares strategies for building customer-centric products, the importance of data-driven decisions, and actionable insights from his experience scaling startups.
- Betty Ng, COO and transformation leader, who discusses empowering diverse leadership, building inclusive cultures, and the intersection of leadership, innovation, and organizational growth.
- Esteban Kolsky, founder of ThinkJar, who highlights the role of customer experience in digital transformation, sharing practical advice on aligning technology with customer needs.
Together, they explore how organizations can embed customer-centricity and purpose into their strategy while navigating complex digital landscapes.
Key Takeaways
Customer-Centric Product Development
Hiten Shah emphasizes that user feedback should guide product strategy. Continuous iteration and listening to customers are critical to building products people love.
Inclusive and Empowered Leadership
Betty Ng discusses the importance of diverse leadership and creating cultures where every employee feels empowered to contribute. Inclusive teams drive innovation and sustainable growth.
Aligning Technology with Customer Experience
Esteban Kolsky highlights that digital transformation is only effective when it is aligned with the needs of customers. Technology should enhance—not replace—the human experience.
Purpose as a Guiding Principle
Across the conversation, the panel underscores that purpose-driven organizations not only improve customer outcomes but also attract top talent and foster long-term success.
Final Thoughts
Episode 156 emphasizes the intersection of leadership, customer experience, and digital transformation. Organizations that embed customer-centricity, empower diverse leaders, and leverage technology thoughtfully are better positioned to succeed in today’s rapidly evolving market. Listening, adapting, and leading with purpose are the cornerstones of long-term organizational success.
Related Episodes
- Episode 157 — Driving Impact Through Authentic Leadership, Innovation & Purpose
- Episode 158 — Leading with Purpose: Sustainability, Innovation & Culture Transformation
- Episode 159 — Building Human Connection, Digital Trust & Strategic Content
