Latest / The Chief Customer Officer Podcast
EP013: Building AI Infrastructure That Actually Works
Jay Nathan goes solo to share what his team at Balboa is actually building—a call intelligence system, Claude-powered skills, and a company operating system called Balboa OS. He also shares the top themes from 90 days of SaaS conversations: broken CSM ratios, the AI sidekick-to-agent gap, messy data, and why onboarding is still the highest-leverage retention moment.
KEY TAKEAWAYS
- Call Intelligence Over Raw Transcripts: The real value comes from extracting transcripts into a structured, security-layered database with semantic search—so the entire team can query insights across all…
The skinny
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