Scaling Customer Experience Operations

rhode skin’s latest launch is a masterclass in connected brand thinking. In a market saturated with fast drops and fleeting hype, the arrival of Caffeine Reset, Peptide Lip Boost, and a suite of limited-edition winter essentials shows what happens when product, narrative and physical experience are built as one system. At the core is intention. Caffeine Reset took 50+ iterations and over a year to develop inside rhode’s in-house lab. By sharing the process openly, the brand transforms formulation into storytelling. It’s not just a mask; it’s proof of patience, refinement and performance. The same applies to the Peptide Lip Boost; instant plump meets clinically proven long-term volume. Immediate gratification balanced with functional credibility. But what elevates this launch is context. Rather than layering winter aesthetics onto a campaign, rhode built an entire seasonal world around it. Enter rhode Snow Club in Big Sky, Montana; a physical activation that makes the products make sense. Cold air, altitude, early mornings. Puffiness meets caffeine. Dry lips meet peptides. The environment becomes the demonstration. The activation itself is disciplined: early access at rhode snow station, a relaxed mountaintop takeover, community-first access. Not spectacle for spectacle’s sake, but a brand habitat that mirrors the calm, functional tone of the products. Influencer integration is equally cohesive. Hailey isn’t just the face; she’s embedded in the development story. Anok Yai’s curated edit shifts influence from endorsement to authorship. Social content unfolds as chapters; lab, ingredients, clinical proof, environment, community - building narrative momentum rather than chasing a single viral spike. What connects it all is ritual. rhode isn’t selling transformation. It’s owning transition; the morning reset, the pre-makeup sculpt, the cold-weather recovery moment. By designing around real-life rituals, the brand builds habit, not hype. This isn’t just a product drop. It’s a fully integrated brand world; where lab, landscape, community and commerce move as one. ________________ *Hi, I am Tim Nash. I help global brands build connected campaigns that resonate across every touchpoint. 🚀 #BrandExperience #IntegratedMarketing #BeautyIndustry #RetailInnovation #ExperientialMarketing #ProductLaunch #CulturalBranding #CommunityBuilding

Scalable? Yes. Boring? Also yes. Let’s be real: We’re so obsessed with scalability, we’ve forgotten how to surprise users. Design systems. Tokens. UI kits. All optimized for consistency—but at what cost? 1.Every product is starting to feel like a remix of the same Figma file. 2.Same rounded corners. Same muted palette. Same safe CTAs. Is every product supposed to look the same? Don’t get me wrong—scalability matters. But sameness isn’t strategy. If your brand blends in with everyone else’s, you’re not scalable. You’re forgettable. Design systems are vital. They’re the scaffolding that holds the experience together across teams, touchpoints, and time. They bring consistency, reduce chaos, and speed up collaboration. But here’s the catch: your design system should never mute your brand.The answer isn’t to abandon structure—it’s to evolve it. A well-crafted design system doesn’t erase your identity—it enhances it. It should include: >>UI pattern libraries tailored to your brand’s personality >>Micro-interactions that feel uniquely “you” >>Visuals, tone, and motion that speak your story >>And most importantly, components built with a deep respect for your product’s “why.” Because good design systems scale consistency. Great ones scale character. So no—every product doesn’t have to look the same. But every great product does need a system that helps it stay true to what makes it meaningful—and memorable. Design systems shouldn’t limit creativity—they should amplify identity.

I attend 30+ data and AI conferences every year, and for the longest time, outreach was complete chaos. Spreadsheets everywhere, notes scattered across tools, follow-ups slipping through, and the worst part was sending generic emails that got ignored. It did not matter how many events I attended, the system just did not scale. So I rebuilt everything inside Airtable. I created a simple but structured system with conferences, sponsors, and contacts all connected in one place. Now I could actually see who I met, where, and what needed to happen next. That alone made things cleaner, but it still required a lot of manual work. The real shift happened when I connected it with Claude. Now I start my workflow in Claude. It pulls context directly from my Airtable base, understands the sponsors I am targeting, the events I am attending, and the history of interactions. Then it goes out, does research on each company, looks at what they have recently announced, and brings back insights that actually matter. From there, it writes everything back into Airtable. New sponsor ideas get added. Outreach emails are drafted with real context. Follow-ups are created automatically based on status. Everything stays structured, tracked, and easy to act on. The biggest change for me is I am no longer jumping between tools or starting from scratch every time. I think in Claude, execute in Airtable, and then go back to Claude to refine messaging or strategy. That back and forth is what makes this powerful. This is how I now manage conference partnerships at scale. Not by adding more tools, but by connecting the right ones in a way that actually works. Learn more about it here – https://lnkd.in/gFCDbR7T #airtablepartner #data #ai #claude #theravitshow

This Salesforce news sounds rather technical but it reflects a strategic shift. Salesforce recently expanded Model Context Protocol (MCP) support and third-party integrations. How I see it: 1. It positions Agentforce as a hub connecting agents to enterprise systems without custom code. 2. Platforms are converging on a model where CRM becomes an agent orchestration and control layer, not just a system of record or a copilot surface. 3. We are moving from closed copilots to agent ecosystems. Implications for transformation leaders: - It is an AI operating model transformation, not just CRM. - Organizations can now mix AI freely and reduce vendor lock-in. - Leadership questions: Who owns AI agents? How do we govern across systems? - Integration, identity, and data governance are now first priorities. Executive takeaway: 1. This creates a step-change in flexibility and speed, but also introduces new governance, security, and operating model risks (Shadow AI and blurred accountability). 2. Organizations that understand CRM as the orchestrator of AI agents rather than just a system of record, are best positioned to leverage multi-agent automation, enforce governance, and accelerate enterprise innovation. 3. At the same time, a gap is widening between vendor strategy narratives and reality. Community discussions reveal that organizations are increasingly bypassing CRM platforms to build cross-enterprise AI solutions elsewhere. CRM + AI is no longer a technology decision. it is an enterprise operating model decision. #Salesforce #Createmomentum #CRM

🍱 How To Organize Your Design System At Scale (https://lnkd.in/e9343uqv), a fantastic case study on how to set up a design system with 900 shared components and 25 designers — with product-specific domain components and shared ownership between the design system guild and product designers. Written by Jérôme Benoit Reveau ↓ Key takeaways: ✅ 1 design system, 8 design libraries, 1 library serves 1 goal. ✅ Each library has owners, editors (edit/publish), users (view-only). ✅ All designers have access to all resources from all files. ✅ Product team has domains, each domain has feature teams. ✅ Foundations + Core components are owned by design system team. ✅ Domain components are product-specific, owned by product designers. ✅ Each feature team has its own frame (not a page!) on a Domain page. ✅ Domain components are structured [Instance name] 💠 [Core name]. ✅ The work by product teams can move up to the Core level, too. In many products, different feature teams often have very different needs, and that’s why secondary design systems emerge. With this set-up, all teams are still working within 1 single design system, pulling and pushing components between levels and having search across all design work in all domains at once — without an organizational overhead! 👏🏼👏🏽👏🏾 Useful resources: How To Organize 1250+ Design Screens in Figma (+ File examples), by Lorenzo Palacios Venin https://lnkd.in/e7X4fKcj Booking.com: Multi-Platform Design System (+ Figma), by Nicole Saidy https://lnkd.in/dVjZscBV Frog: Building A Global Design System, by Anthony Nguyen https://lnkd.in/etkiTxfB Doctolib Figma Files Organization Tips, by Jérôme Benoit Reveau https://lnkd.in/eK7bhQeS Multi-Brand Design System, by Pavel Kiselev https://lnkd.in/eShgnPnW Design System Strategy Map, by Romina Kavcic https://lnkd.in/exp7Az7N Design System Structure for Teams, by Luis Ouriach https://lnkd.in/eFZUjUCU Organizing Design System For Scalability, by Allie Paschal https://lnkd.in/eeAtakGs Design That Scales (Book), by Dan Mall https://lnkd.in/eeFrqFfP And kudos to the wonderful design team at Doctolib and all the wonderful designers above for sharing their insights for everyone to learn from!👏🏼👏🏽👏🏾 #ux #DesignSystems

If I had to start from scratch again as the first marketer, here’s exactly what I’d do in my first 90 days: I’ve done this twice now - joining as 1st marketing hire at 2 companies now worth over $2B. Each time, the chaos was real. You need clarity and traction early. Here’s the blueprint: 30 Days - Immerse Yourself 1. Go to the Source: Listen to every recorded customer or prospect call you can find. Throw the transcript into ChatGPT and ask: What words do they use? What triggers their purchase? What’s broken? If there are no customer calls, host 5 yourself. Or talk to anyone who falls within your ICP. 2. Find Your ICP Internally: If you have people internally who are your ICP or who interface a lot with prospects, then interview them too: What do people complain about? What moments get them excited? What’s their personality? 60 Days - Craft the Foundation 3. Manifesto: Interview the founder like a journalist (or give them an AI prompt to do the interview and have them respond in voice notes). Then draft a manifesto: What do you believe that others don’t? What future are you building toward? Why do you exist? 4. Source of Truth: It should include: your one-liner, buyer triggers, key use cases, core features, and jobs to be done. 5. Voice & Tone: I would format this as sliders on a scale - from 0 to 100, how playful vs serious are you? Do you sound like a peer or a trusted advisor? Are you bold or safe? 90 Days - Make It Real 6. Video + Design System: Use your manifesto + source of truth to storyboard a commercial video. Investing in a video is a hack to create your design system from here (colors, shapes, font). Use this to build modular brand components that scale: What does a quote look like? A box? A button? Turn these into a reusable system (eg Figma/Canva system, Google Slide template). 7. Website: Between the brand system & foundation documents, you can curate the website. Use consistent templates and reusable blocks/components so you’re not creating every page from scratch. 8. Big Company Move: If you’re close to a launch, combine your manifesto and brand system into a “big company move” - a billboard shoot, a PR push, or a flagship podcast interview. You can time this big push with a funding round annoluncement if it aligns. Your goal is to look bigger than you are, and the big company move shifts that perception. ***Bonus: Build your growth playbook as you go (Levers and Tactics) 9. You’ll have dozens of tactics along the way. Capture them. But organize them into levers. Levers = ways to grow. Tactics = the plays you'll make. Key "levers" could be: - Build awareness - Create demand - Increase ACV - Expand existing accounts - Improve conversion rates Map your "tactics" to each one, like: Build awareness → Influencer mapping, personal LinkedIn plays, community partnerships When you’re ready to launch, choose the levers that matter most - and pull from your list. What would you add to this 90-day plan?

There is a human in the loop. But is the human actually thinking? Those are two completely different things. 👀 Maven, the AI targeting system used in military operations against Iran, can generate 1,000 military target packages per hour. The US struck over 13,000 targets in the first 38 days of the war. At that speed what does meaningful human oversight actually mean? This is automation bias. It happens when humans defer to an algorithm not because they have genuinely evaluated it… but because it is faster, sounds confident, and there is pressure to keep moving. The human signature is there. The human judgment is not. Here is how to audit whether your organisation actually has genuine human oversight in its AI systems. ➡️ Can the person approving the output explain what the model is doing and why? ➡️ Is there documented time for review or just enough time to click approve? ➡️ Is the reviewer the same person who built or championed the system? ➡️ What happens when someone raises a concern? Is that supported or pressured away? ➡️ Is there a clear answer to who is accountable if the output causes harm? If your organisation cannot answer those questions clearly… you do not have human oversight. You have a process that looks like it. After 13 years and 200+ enterprise deployments I make genuine human in the loop non-negotiable in every system I build. Because AI will find the most efficient path. Your judgment is what ensures it is also the right one. How would you define genuine human oversight in the AI systems affecting your organisation right now? #ai #leadership #futureofwork #artificialintelligence #aistrategy #teamhuman #criticalthinking #intellectualatrophy