Building Great Experiences w/ Drew Burdick
Building Great Experiences w/ Drew Burdick
Podcast Description
This is the Building Great Experiences podcast, a show dedicated to sharing how brands are bringing insanely great human-centered experiences to life with strategy, design & technology. Drew Burdick is the host and Managing Partner at StealthX, a consultancy focused on designing, building & delivering great customer experiences. Drew has worked with organizations of all sizes for over 15 years to enhance their CX and design solutions that drive business results. Learn more at stealthx.co & drewburdick.com.
Podcast Insights
Content Themes
This podcast focuses on various themes including customer experience best practices, the integration of technology in customer interactions, and the evolving dynamics of marketing. Episodes specifically tackle topics such as the interplay between marketing and customer experience, the significance of employee engagement on customer satisfaction, and the future of CX in the age of AI, with practical takeaways for business leaders.

This is the Building Great Experiences podcast, a show dedicated to sharing how brands are bringing insanely great human-centered experiences to life with strategy, design & technology. Drew Burdick is the host and Managing Partner at StealthX, a consultancy focused on designing, building & delivering great customer experiences. Drew has worked with organizations of all sizes for over 15 years to enhance their CX and design solutions that drive business results. Learn more at stealthx.co & drewburdick.com.
In this episode, Drew sits down with Igor Gorlatov, founder of Advisory5, to talk about building in regulated industries in the age of AI. Igor explains why FDA clearance is only the open gate, how the payer and provider fight shapes every product, and why the founders who win find a wedge instead of trying to rebuild the system. Drew shares the moment an executive coach told him his bias toward action had become a weakness, and they dig into why reflection feels good but action is where things change. They close with Drew’s VHS, DVD, and streaming view of AI maturity, an Iron Man metaphor, and why most companies skip the unglamorous foundation work.
Takeaways
- AI makes building faster, but regulated industries still carry the red tape, politics, and compliance that slow people down.
- FDA clearance is the open gate. Reimbursement is the big boss, so start planning for it two or three years early.
- Align your product with whoever carries the cost. Garner Health works with employers and, per Igor, saves them at least 12%.
- AI now lets payers deny claims almost for free while providers use it to file paperwork faster. Founders are walking into that fight.
- Find a wedge before you chase the big prize. The companies Igor named started with ambient note taking, a HIPAA compliant chat tool for physicians, and stroke prevention.
- A clinical champion inside the health system beats pitching from the outside, because how decisions get made is not public.
- If you are an industry outsider, trust and relationships come before the pitch. A team of advisors is a low risk way to build them.
- Reflection is comfortable. Real action is doing something that could get you a no, like asking a pilot customer to become permanent.
- Any strength overused can become a weakness. A good advisor learns your tendencies and asks the right question at the right time.
- Most companies are at VHS and want Netflix. The unsexy work of structured data, guardrails, and governance has to come first.
Chapters
00:00 Cold open: reflection versus action
01:21 Intro to the show and Igor
02:01 Igor’s story: go to market to health innovation
03:42 Why building in healthcare is still slow in the age of AI
04:48 The fog: payers, providers, and who profits
06:58 Trust and relationships when you are an industry outsider
10:56 Aligned incentives and the Garner Health example
12:48 Helping early stage founders in Charlotte
14:56 Should you offer equity to strategic advisors?
17:37 How Advisory Five builds trust through a team of advisors
19:49 How executives can use advisors
23:18 Reflection versus action
24:46 Drew’s coach and the bias toward action
29:52 Finding your wedge: three health tech case studies
33:20 The same problems show up in every industry
35:51 Incremental efficiency versus big bets
38:46 VHS, DVD, and streaming: AI maturity
42:03 Software on demand and the plumbing nobody sees
45:18 Iron Man and agent harnesses
47:22 Why the people stuff is the real barrier
49:29 The unsexy foundation work
50:35 Practical advice and what to stop doing
54:02 Closing thoughts
54:53 Where to find Igor
Connect with Igor & Advisory Five
LinkedIn: https://www.linkedin.com/in/gorlatov/
Website: https://www.advisory5.com/
Connect with Drew & StealthX
LinkedIn: https://www.linkedin.com/in/drewhburdick/
Website: https://stealthx.co/

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