Hey CX Nation,
In this week's episode of The CXChronicles Podcast #280, we welcomed Josh Schachter, SVP @ Gainsight, Creator of [Un] Churned Podcast & Writing Book on how the world's most exceptional founders build businesses centered around human relationships.
On July 21st, 2025 Gainsight announced it acquired Update.ai: Accelerating the Age of Atlas Agents.
This also brought forward Josh Schachter, founder of UpdateAI and one of the first to build in post-sales AI, stepping in as SVP & GM of Atlas.
Josh is a product thinker through and through – someone who’s lived the day-to-day pain of customer teams and built UpdateAI from that front-line perspective.
In this episode, Josh and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.
**Episode #280 Highlight Reel:**
1. AI is here to amplify human effort, not replace it entirely
2. Defining & living your core business values
3. Learning from podcast interviews & conversations
4. Building a business into an acquisition target for larger companies
5. Learning from public companies & their NPS performance
Click here to learn more about Josh Schachter
Click here to learn more about Gainsight
Click here to learn more about UpdateAI
Click here to learn more about [UN] Churned Podcast
Huge thanks to Josh for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future.
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