Builders Wanted

• How Cedar & Twilio Are Rebuilding the Patient Experience with AI with Dugan Winkie, Head of Commercial Strategy at Cedar

  In this episode of Builders Wanted, we sit down with Dugan Winkie, Head of Commercial Strategy at Cedar, to explore how AI is reshaping one of the most emotionally complex industries: healthcare. From frustrating call center experiences to opaque billing processes, Dugan breaks down how Cedar is reimagining patient engagement with conversational AI, real-time data, and a builder’s mindset.-------------------Key Takeaways:Strategic innovation involves closely monitoring market feedback, especially given significant operational cost constraints, regulatory uncertainties, and budget cuts.The use of conversational AI ensures that patients receive timely and accurate assistance, which reduces dependency on call centers and enhances the overall patient experience.Health systems must balance using innovative technologies while adhering to strict regulatory frameworks to ensure a seamless and secure patient financial experience.-------------------“ There is a lot of information silos, simultaneously, where we're expecting patients to know how to navigate a very complex system.  And we think conversational AI and agentic AI is a great manifestation where we can leverage a lot of our core competency and network connections to help answer those patients' questions in a way that is delightful.” – Dugan Winkie-------------------Episode Timestamps:‍*(02:10) - The boldest thing Cedar is building right now‍*(03:52) - How Cedar is using AI to humanize the patient financial experience‍*(14:24) - Recent patient behaviors that pushed Cedar to rethink the billing experience‍*(23:11) - How Cedar designed its AI agent, Kora, to be helpful and empathetic to patients‍*(31:10) - How Cedar is balancing AI innovation and healthcare regulations‍*(35:40) - How AI has already improved the patient journey-------------------Links:Connect with Dugan on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorBuilders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what’s next? Learn more at twilio.com.

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  44:40
• Inside a Rebrand: How Twilio Got Its Swagger Back with CMO Chris Koehler and VP of Brand Adam Morgan

  Twilio just reintroduced itself to the world with a bold new brand—and in this kickoff episode of Builders Wanted, you’ll meet the leaders behind it.Host Kailey Raymond sits down with Chris Koehler (CMO) and Adam Morgan (VP of Brand & Creative) to unpack the strategy, emotion, and hard decisions behind Twilio’s brand refresh. They share how they turned a platform for developers into a movement for builders, what it takes to evolve without losing your DNA, and why the best brands don’t just look good—they make people feel seen.Expect honest takes on brand risk, leadership, internal buy-in, and one idea that (almost) involved a kidnapper van.-------------------Key Takeaways:How the Twilio rebrand unifies developers, business leaders, and marketers through the ‘builder’ concept.How to achieve buy-in from employees and customers for a successful brand refresh.How adaptability and a sense of urgency enables swift and decisive actions, fostering creativity and strategic alignment during a brand refresh.-------------------“ A builder is really anyone. It's anyone who's got a dream or a vision or a passion or excitement to go out and make something. Builders are the people who have an idea and actually go and do something about it. They go out and make it. That's such an important part of our story because what are we as Twilio? We are a platform where you can build amazing customer experiences. That is the invitation to anyone, whether you're the C-suite down to a developer, that you have this freedom to build whatever you want.” – Adam Morgan“ It actually speaks to me because I may not be building software, but I'm trying to build a team and a culture and a company, I'm building a family. I see myself as a builder, but I'm not hands on keyboard building applications. That's, I think, the secret sauce of this is that it actually applies to everyone. That takes some deliberate thought into, as you build this, and really understanding what your audience cares about.” – Chris Koehler-------------------Episode Timestamps:‍*(02:37) - Introducing Twilio’s brand refresh ‍*(06:45) - How the term ‘builder’ is central to Twilio’s new identity‍*(13:58) - How and how not to run a rebrand ‍*(22:47) - How the brand is landing in market‍*(33:20) - Rapid fire takes-------------------Links:Connect with Chris on LinkedInConnect with Adam on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorBuilders Wanted is brought to you by Twilio – the Customer Engagement Platform that helps builders turn real-time data into meaningful customer experiences. More than 320,000 businesses trust Twilio to transform signals into connections—and connections into revenue. Ready to build what’s next? Learn more at twilio.com.

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• Introducing: Builders Wanted

  After three seasons of insightful discussions, deep dives into data and marketing wisdom, we're saying goodbye to Good Data, Better Marketing. In its place rises something bigger, bolder, and better.Introducing Builders Wanted, the podcast for trendsetters. The ones who break, build, and rebuild. The architects of digital experiences, seamless communication, and next gen strategies. A builder is not a job title – it's a mindset. Whether you're engineering the future of AI, rethinking customer engagement, or launching something that's never been done before. This podcast is for you.This season, we go beyond trends and into the trenches, talking to the visionaries, risk takers, and pioneers who are shaping the business world. No fluff, no buzzwords, just the real stories of breakthroughs, pivots, and game changing innovation, one episode at a time.Hit subscribe and let's get to work, builders.

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  1:12
• Building a Category with AI Wearables with Chris Villarreal, Global Director of Marketing for Wearables at Meta

  This episode features an interview with Chris Villarreal, Global Director of Marketing for Wearables at Meta. Chris and his team build and scale programs to drive consumer education, desire, and adoption of immersive devices. Previously, he was the Head of Brand for Meta Financial Technologies, leading brand management, integrated marketing, and the Creative Studio. He has also held roles at Goldman Sachs, American Express, and Equinox.In this episode, Kailey sits down with Chris to discuss insights on category creation, the significance of solving real consumer problems, and how Meta is leveraging multimodal AI to enhance everyday life with their Ray-Ban Meta Glasses.-------------------Key Takeaways:Wearable technology has evolved significantly with integrated AI for real-time language translation, improved audio and camera quality, and practical daily utilities.Creating and promoting a new product category involves raising awareness through high-profile events, leveraging authentic communication via creators, and ensuring marketing messages are consistent across all channels.Creating a successful product category requires solving real customer problems and creating delightful user experiences.-------------------“ What we're trying to do is create more and more value throughout the day for you to be wearing this wearable all the time. It goes from something that you use for a specific use case, like taking a picture or sharing your point of view or listening to something, to something you want to wear all the time, because you're actually finding utility.” – Chris Villarreal-------------------Episode Timestamps:‍*(02:14) - Chris’s career journey*(04:09) - Trends influencing wearable technology today‍*(06:20) - What differentiates Ray-Ban Meta Glasses from other wearable technology‍*(13:02) - Safety and privacy guardrails around Meta’s Glasses ‍*(20:11) - How Chris defines ‘good data’‍*(35:01) - Chris’s recommendations for those creating a new product category-------------------Links:Connect with Chris on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com

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  37:40
• How Real-Time Data Drives Unparalleled Customer Loyalty with John O’Melia, Chief Customer Officer at Contentsquare

  This episode features an interview with John O’Melia, Chief Customer Officer at Contentsquare, where his team works to ensure all customers harness the full power of Contentsquare’s technology and drive significant business value. Previously, he was the CEO of Seal Software (acquired by Docusign in 2020) and held leadership roles in Customer Success and Sales at Dell EMC.In this episode, Kailey and John discuss the challenges of balancing business decisions with customer-centric values, evolving customer expectations, and the importance of real-time data in enhancing digital customer experiences.-------------------Key Takeaways:By using advanced data capture and analysis tools, businesses can identify and respond to issues promptly, optimizing digital interactions and ensuring customer satisfaction.Businesses need technology guardrails in place to ensure that personalization efforts do not cross into territory that customers might find invasive or uncomfortable.Companies must continuously innovate and refine their digital strategies to meet and exceed customer expectations.-------------------“ If you get enticed to go to an application to go buy this thing and you're going to get a 30% discount code, if that code doesn't work, you're not necessarily going to spend the next five minutes trying to figure out how to make it work. You have a one-shot deal on many of these situations. Your ability to spot that you've got a problem with that code or that checkout page and be able to deal with it is the difference between having a great Black Friday or having a so-so Black Friday.” – John O’Melia-------------------Episode Timestamps:‍*(02:27) - John’s career journey*(06:45) - Trends impacting customer experience‍*(12:37) - How Contentsquare is using AI to improve experiences‍*(24:39) - How John defines ‘good data’‍*(27:13) - Real-time monitoring use cases‍*(33:08) - John’s recommendations for upleveling digital strategies-------------------Links:Connect with John on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today’s digital-first economy, being data-driven is no longer aspirational. It’s necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com

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  35:14

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