Purpose, Growth & Customer Obsession | DisrupTV Ep. 37
In DisrupTV Episode 37, hosts R “Ray” Wang and Vala Afshar welcome:
- Jay Shetty, author, storyteller, and thought leader
- Tiffani Bova, growth and customer strategy leader
- Esteban Kolsky, customer experience and CRM expert
This episode dives into how meaningful purpose, customer obsession, and strategic growth intersect. The guests bring perspectives from personal development, business scaling, and CX analytics to help leaders navigate complexity with clarity.
Key Takeaways
Purpose as the North Star
Jay Shetty emphasizes that purpose is not a tagline but an internal compass—leaders must live and breathe it to inspire alignment.
Customer Obsession Drives Growth
Tiffani Bova argues that growth comes not from chasing acquisition alone but from obsessing over customer experience, retention, and lifetime value.
Data + Emotion in CX
Esteban Kolsky discusses how metrics and analytics must be balanced with empathy, narrative, and qualitative insight to truly understand customer behavior.
Aligning Culture, Strategy & Action
The trio agrees that misalignment between declared strategy and everyday behavior is fatal. Culture must reinforce purpose and customer focus consistently.
Leading Through Change
The guests highlight that leadership in transformation demands vulnerability, continuous learning, and an ability to pivot when data or feedback suggests it.
Final Thoughts
This episode weaves together purpose, customer obsession, and alignment as foundational pillars for sustainable leadership and growth. Jay Shetty’s focus on internal purpose, Tiffani Bova’s insistence on customer-centric metrics, and Esteban Kolsky’s balance of data with empathy illuminate a path: leading change is not just executing strategy—but anchoring it in lived purpose and genuine customer insight.
Organizations that succeed will be those that live their purpose visibly, obsess over their customers deeply, and align every action—big and small—to those truths.
Related Episodes
- Ep. 42 – “Year-End Recap & Tien Tzuo on Subscription Models” — strategic business shifts and recurring revenue
- Ep. 44 – “Service Strategy & Customer Delight” — aligning service with customer loyalty
- Ep. 46 – “Storytelling for Disruption” — narrative as a leadership and engagement lever
