The Chief Customer Officer Podcast

EP033: Building Your Own UI, Named Agents, and a Bank's AI Playbook

Jeff built seven screens of a customer success platform from one throwaway prompt, then sat in disbelief for three minutes. Jay argues he didn't build a platform at all —

EP032: Stop Bending Your Business to Your Software

For thirty years we bought software off the shelf and reshaped our processes to fit it. Jay and Jeff argue that era is ending: at Junction, a salesperson and an ops leade

EP031: The Segmentation Grid Behind Every CS Strategy

Jay walks through the customer segmentation workshop he ran this week — a deliberately simple grid of lifecycle stage, engagement model, and health status that gets leade

EP030: Agent-First Customer Teams

Jeff Breunsbach shipped three things in one week—a community platform, a Claude-built CSM training academy, and an agent-powered internal wiki. He and Jay Nathan unpack t

EP029: Do You Actually Need Forward Deployed Engineers?

Forward deployed engineers are the new hotness—but Palantir's model was built for eight-figure deals with zero competition. Jay and Jeff break down what your team actuall

EP028: The Sticky Note Audit

Jay Nathan and Jeff Breunsbach break down an exercise Jeff ran with his CS team offsite—sorting every activity into keep, start, automate, delegate, or cut. Plus reverse

EP027: The 7 CS Capabilities Every Team Must Own

Jeff and Jay get honest about where the Chief Customer Officer podcast lost its spark—and what reignited it: a seven-capability framework for post-sale teams that cuts th

EP026: Building Your Company Brain

Jeff is back from paternity leave and building a company brain. Jay challenges him to think bigger: before you can run agents, you need a context layer. They dig into dat

EP025 Personal AI Agents, Forward-Deployed Engineers, and the Skills That Matter Now

Jay and Jeff dig into two very different but connected stories: Jeff's homegrown AI "chief operating officer" for his household, and the $10B forward-deployed engineer bo

EP024: The Shared Brain, Forward Deployed Engineers & AI at Home

Jay and Jeff go deep on what's actually blocking enterprise AI adoption—and it's not the technology. They cover building a shared organizational brain from call transcrip

EP023: From Vibe Coding to Enterprise AI

Jeff and Jay get into the gap between vibe coding your own AI tools and building something your whole team can rely on. From PRD skills to master customer data files to C

EP022: The Real AI Work: Agent Command Centers, AI Slop, and Building Systems That Save Time

Jay and Jeff are back with a live build episode — two operators comparing notes on what's actually working with AI. From Jay's Agent Command Center at Balboa to Jeff's Li

EP021: Agent Sprawl

Jay and Jeff kick off the show by getting into the real stuff: managing agent sprawl, why most teams aren't ready for multiplayer AI, and whether tech layoffs actually ha

EP020: Building Uncommon: Claude Code, Retention-as-a-Service & the Player-Coach

Jay and Jeff are joined by Jack Nathan — our "engineering manager" for Uncommon — to share what they've actually shipped in 48 hours using Claude Code. Plus: Gainsight's

EP019: The AI Native Services Playbook w/ Jay Nathan

Jay Nathan flies solo to break down Emergence Capital's AI Native Services Playbook — what it gets right, where it falls short, and what it completely misses. Using a r

EP018 Aim Small, Miss Small: Picking AI Use Cases That Pay Off w/ Neil Erickson

Neil Erickson, Founder and CEO of Owner Enable and former SVP, Global Platforms at Equifax, joins Jay and Jeff to unpack why so many CS and small business leaders feel st

EP017 Uncommon Circles, Moderation Agents & The Rise of the Forward Deployed Engineer

Jay and Jeff get into the weeds on two of the biggest questions in CS right now: how to build a community that doesn't devolve into spam and consultant pitches, and how t

EP016: Launching Uncommon

Jay and Jeff debrief last week's AI Show & Tell — 150 customer leaders watching four real builds in production. A custom CS platform in Claude Code. A sales reference age

EP015: Why CS Teams Are Building Their Own Stack

Jay and Jeff swap real examples of building custom AI tools instead of buying software — a $1K brand video that beat $750K agency quotes, a content planner built in 35 mi

EP014 Killing the CSM Role: TAMs, Forward-Deployed Engineers, and more

Is the CSM role actually dead? Jay and Jeff unpack Chad Hornfeld's viral Avoca post on replacing CSMs with Technical Account Managers and forward-deployed engineers — and