Radically Personal

Author: Gladly

Radically Personal is a podcast for CX leaders who refuse to compromise. Hosted by Gladly founder Joseph Ansanelli, each episode explores how the world's most customer-centric brands are using AI to deliver both radically efficient operations and personal experiences. From scaling small teams or expanding enterprise-level efforts, we dive into the strategies, tools, and leadership philosophies shaping the future of CX.
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Language: en

Genres: Business

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How Ulta turned 45 million loyalty members into an AI advantage
Episode 3
Tuesday, 31 March, 2026

Adam Seed has spent over three decades in customer experience, including 13 years at Nordstrom and now eight years leading guest services at Ulta Beauty through explosive growth, a pandemic, and growing international expansion. In this episode, Adam shares how Ulta treats AI like a new team member, why he wishes he had moved faster on AI adoption, and how 45 million loyalty members create the data foundation that makes personalization actually work. He also reveals he started his career at 17, selling beauty products on the phone, setting up a foundation for becoming a CX powerhouse.