Companies are investing billions in customer experience—and the biggest wins happen when they start in the right place. The most successful leaders focus on purpose and people first, then build products, platforms, and roadmaps that bring that vision to life.
In this episode of The Modern Customer Podcast, we explore how to make that shift with Jeff Gelfuso, Senior Vice President and Chief Design Officer at Qualtrics. Drawing on more than 25 years at Microsoft, Amazon, Meta, Workday, and now Qualtrics, Jeff shares how his People, Purpose, Products framework is helping brands design experiences that connect on a human level—while harnessing the power of AI.
Key Highlights from the episode
- Start with people and purpose before building products and technology.
- Use AI‑powered conversational surveys to boost completions and double the depth of insights.
- Free teams from repetitive work so they can focus on creativity, connection, and problem‑solving.
- Build trust by matching tech adoption to industry risk and brand values.
- Use AI‑driven coaching to give employees real‑time feedback and support.
Jeff shares how purpose‑driven design and human‑centered innovation can move customer experience beyond transactional improvements to create meaningful, sustained value for both customers and the business.
Hear how aligning people, purpose, and products builds loyalty, trust, and lasting business impact. Stream now on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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