Tech Scenes with Jeff James Martin
“What if we could read every piece of customer feedback, every single day?” In this episode of Tech Scenes Santa Barbara, Jeff Martin sits down with Ryan Millner, Co-founder & CEO of Unwrap, to explore how AI is transforming how companies truly understand their customers. Ryan’s journey spans early startup experience at Graphiq (acquired by Amazon) and years at Amazon helping scale Alexa’s intelligence systems — giving him firsthand insight into the power and limitations of natural language processing. That experience led to a simple but powerful idea: companies struggle to understand customer feedback at scale — what if AI could solve that? Unwrap was built to do exactly that. The platform ingests massive volumes of customer feedback — from support tickets, calls, surveys, and social channels — and turns it into clear, actionable insights for product, engineering, support, and executive teams. Companies like DoorDash, Stripe, and Southwest Airlines use Unwrap to stay in sync with what their customers are actually experiencing. The conversation dives into the rise of AI-native products, the acceleration of learning loops inside organizations, and the growing gap between those building with AI and those unaware of its capabilities. Ryan also shares insights on pricing, moving upmarket, and why the bar for product excellence is rising faster than ever. They also explore the realities of building in AI — from guardrails and data privacy to deciding when to build vs. buy — and why focusing on core competency is more important than ever in an AI-driven world. Chapters 00:00 The Rise of AI and Customer Understanding 01:28 What Unwrap Does and Why It Matters 04:40 The Evolution of AI Interfaces and Chat 07:48 Guardrails, Data Privacy, and Enterprise Complexity 10:43 Founder Journey and the Idea Behind Unwrap 13:20 Learning Loops in the Age of AI 15:16 Why This AI Moment Is Different 17:31 Build vs Buy in an AI World 20:19 What People Still Don’t Understand About AI 26:19 Startup Lessons: Pricing and Moving Upmarket 28:37 AI Coding and the Future of Product Development 29:29 The Ever-Rising Bar for Product Excellence Watch now to understand how AI is reshaping the feedback loop between companies and customers — and why the teams that learn fastest will win. 🌐 Visit Collective Genius™ to build your growth team with the Peak OS™ 👉 https://www.collective-genius.com/ 📘 Learn more about the book Peak Teams – Mastering the Habit of Unstoppable Venture-Backed Companies 👉 https://a.co/d/hp5Jtnu ⏱️ Got 5 minutes? Take the Peak Teams Assessment to see where your team can level up 👉 https://www.collective-genius.com/peak-teams-assessment #TechScenes #UnwrapAI #AI #CustomerExperience #ProductDevelopment #Startups #Leadership #NLP #Innovation #PeakTeams
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