Radically Personal is a podcast for CX leaders who refuse to compromise. Hosted by Gladly founder Joseph Ansanelli, each episode explores how the world's most customer-centric brands are using AI to deliver both radically efficient operations and personal experiences. From scaling small teams or expanding enterprise-level efforts, we dive into the strategies, tools, and leadership philosophies shaping the future of CX.
How Ulta turned 45 million loyalty members into an AI advantage
Adam Seed has spent over three decades in customer experience, including 13 years at Nordstrom and now eight years leading guest services at Ulta Beauty through explosive growth, a pandemic, and growing international expansion.
In this episode, Adam shares how Ulta treats AI like a new team member, why he wishes he had moved faster on AI adoption, and how 45 million loyalty members create the data foundation that makes personalization actually work. He also reveals he started his career at 17, selling beauty products on the phone, setting up a foundation for becoming a CX powerhouse.
16 Dec 2025
From store floor to C-Suite, and how a 30-year Crate & Barrel veteran turned service into revenue
Kate Showalter has done what most CX leaders only dream about. She transformed customer service from a cost center into a revenue machine. In this candid conversation, the Crate & Barrel VP reveals how 30+ years of institutional knowledge became her superpower in the AI age.
Discover how Showalter drove change in annual savings, her insider tips on building the best teams, and why her CX shadow program now has a waitlist of executives wanting to learn her methods. Kate shares how she contributes to her C-suite coalition, and why she coaches AI like a new support hero.
This is a masterclass in enterprise-scale transformation from someone who's lived every level of the business, from selling wine glasses on the floor to shaping the future of retail CX with Gladly.
30 Oct 2025
Scaling sustainability and service with AI at PACT
When Lauren Inman-Semerau joined Pact, she found an 11-person team managing 13,000 monthly conversations with disconnected systems. Her solution? Refuse to compromise. In this episode, Lauren reveals how she’s preparing Pact to grow in 2026 through strategic AI, unified data, and what she calls gritty innovation, proving small teams can scale radically personal service without sacrificing efficiency or Pact’s sustainability mission.
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Apple Podcasts (US)
4.9 / 5
42 ratings
Spotify
5.0 / 5
1 ratings
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