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 Ellie Holbert, Founder and Principal of Impact Advisory Services, to explore why psychological safety has become the most critical leadership skill in the age of AI. The discussion covers the neuroscience behind fear and performance, why 47% of employees can't explain their own job responsibilities, and how leaders can create high-performing teams even when uncertainty is at an all-time high. Ellie shares insights from advising executives at organizations of all sizes, including a case study where an underperforming team unlocked $4.5 million in value through foundational team architecture work.
Takeaways
- When we operate from fear, our amygdala takes over and our strategic thinking goes offline.
- Only 47% of employees can confidently explain what they're supposed to do in their job.
- Psychological safety isn't about comfort—it's about enabling informed risk-taking and innovation.
- Leaders cast a shadow; teams constantly scan for nonverbal signs of displeasure and self-censor accordingly.
- Pixar's Brain Trust model proves that honest feedback delivered with respect drives exceptional work.
- The basics are overlooked because they seem too foundational—but role clarity alone can transform performance.
- Emotional regulation is a learnable skill, not a personality trait.
- Deep breaths held at the top of the inhale activate your vagus nerve and calm your nervous system.
- Leaders need to ask for feedback 7+ times before people feel safe enough to share honestly.
- AI can serve as a stepping stone to coaching—not a replacement for human connection.
Chapters
00:00 Introduction to Ellie Holbert and Impact Advisory Services
02:55 Ellie's Journey: From Management Consulting to Entrepreneurship
04:14 Why Psychological Safety Matters More Than Ever
06:22 Above the Line vs Below the Line Thinking
08:07 High Agency Teams and Creating Safe Environments
10:10 The Hidden Cost of Repeated Mistakes
16:11 Pixar's Brain Trust: A Model for Psychological Safety
19:29 Practical Advice for Mid-Size Companies
24:18 After-Action Reviews and The Culture Code
29:10 Top 3 Things Every Executive Should Do
34:13 Using AI as a Coaching and Regulation Tool
40:48 The Future of Work: Why Human Skills Matter More
45:12 Case Study: From 2.4 to 4.8 Team Effectiveness
47:30 Where to Find Ellie and the Team Effectiveness Assessment
Connect with Ellie & Impact Advisory Services
https://www.linkedin.com/in/ellieholbert
Take the free Team Effectiveness Assessment
Connect with Drew & StealthX
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