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Buffering

Podcast by Zack Kilgore and Gabe Petersen

English

Business

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About Buffering

Buffering - Powered by Calix is a weekly podcast hosted by Zack Kilgore and Gabe Petersen from the Calix Success and Field Strategy teams. We break down how marketing, data, and AI drive real-world growth, from customer experience to emerging tools and trends. With 25+ years of combined experience, Gabe and Zack cut through the noise on what drives results, where organizations get stuck, and how to optimize performance and growth. Views and opinions expressed in this podcast are those of the original creators, and do not necessarily represent the views or opinions of external affiliates.

All episodes

130 episodes

episode The Conversion Crisis: What Bad Websites Actually Cost artwork

The Conversion Crisis: What Bad Websites Actually Cost

This week on Buffering, we are diving into the state of broadband websites in 2026 and asking a simple question: what is a bad website actually costing you? From outdated service pages and broken buyer flows to zombie pages, endless pricing tables, and mobile experiences that still feel stuck in 2014, Zack and Gabe unpack why so many providers are still losing customers before the sale even starts. They also explore how AI is completely reshaping the rules of web design, search, and conversion optimization, and why the old “refresh your website every few years” mindset no longer works. Join Zack and Gabe as they break down the hidden friction points killing conversions, debate the future of service tiers, and share practical ways providers can use AI to rapidly improve their websites without massive agency budgets. Along the way, they explore what it means to build websites for both humans and AI agents, why personalization matters more than ever, and how your website can either become your best salesperson or your most expensive liability.

19 May 2026 - 37 min
episode Architecting Intelligence: A Long-Term Approach to AI in Telecom with Frank Ploumen artwork

Architecting Intelligence: A Long-Term Approach to AI in Telecom with Frank Ploumen

This week on Buffering, Gabe and Zack are joined by Frank Ploumen, SVP of Product Line Leadership at Calix, to unpack a growing risk in today’s AI race: “AI orphans.” As service providers accelerate experimentation, many are deploying isolated AI solutions that deliver short term wins but fail to scale, integrate, or sustain long term value. Frank shares why this pattern is emerging, how it mirrors past technology cycles like IoT, and what it means for the future of telecom. Join Frank, Gabe, and Zack as they explore how providers can move beyond fragmented point solutions toward cohesive, end to end AI strategies. From orchestration and governance to seamless customer experiences and click to buy journeys, this episode breaks down what it takes to design AI that actually drives business outcomes and avoids becoming tomorrow’s technical debt.

11 May 2026 - 37 min
episode The ROI of Customer Experience: Turning Loyalty into Growth with Jon Picoult artwork

The ROI of Customer Experience: Turning Loyalty into Growth with Jon Picoult

This week on Buffering, we welcome back Jon Picoult, founder of Watermark Consulting and author of From Impressed to Obsessed, to break down the real business impact of customer experience. With nearly two decades of data from his firm’s Customer Experience ROI Study, Jon shares why companies that win on experience don’t just earn loyalty, they dramatically outperform the market. From a 7.8x return advantage over laggards to hundreds of percentage points of outperformance vs. the S&P 500, this episode unpacks why CX is no longer a “nice-to-have,” but a proven growth strategy. Join Jon, Gabe, and Zack as they explore what actually drives those results, how to convince skeptical leaders that CX pays off, and what it takes to evolve from a traditional service provider into a true experience-driven business. Plus, they discuss how these insights apply beyond public companies, especially for broadband providers looking to increase ARPU, reduce churn, and build lasting customer relationships.

28 Apr 2026 - 34 min
episode The Builder Era: The AI Shift You Can’t Ignore artwork

The Builder Era: The AI Shift You Can’t Ignore

This week on Buffering, we are exploring what it actually looks like to build with AI, not just talk about it. Join Zack and Gabe as we kick things off with a quick run through the latest AI news and some hot takes, then move into what we’ve actually been building over the past couple of weeks, and how fast ideas are turning into working tools. Join us as we walk through how we’re using real-world data to recommend better internet plans, how we’re replacing rigid signup quizzes with smarter, more adaptive experiences, and how post-install network data can help us time and shape better customer conversations. We also look at how CXPs show up in AI-driven search—and why that’s becoming just as important as traditional SEO. The big takeaway from this one: the tools are here, the build time is short, and the opportunity is in figuring out what to actually build.

14 Apr 2026 - 40 min
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En fantastisk app med et enormt stort udvalg af spændende podcasts. Podimo formår virkelig at lave godt indhold, der takler de lidt mere svære emner. At der så også er lydbøger oveni til en billig pris, gør at det er blevet min favorit app.
Rigtig god tjeneste med gode eksklusive podcasts og derudover et kæmpe udvalg af podcasts og lydbøger. Kan varmt anbefales, om ikke andet så udelukkende pga Dårligdommerne, Klovn podcast, Hakkedrengene og Han duo 😁 👍
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