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Founders in CX: Why Culture and Customer Experience Start at the Top
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If the culture is bad, it’s on you.
If the product isn’t good, it’s on you.
— Pat Osorio, Co-Founder, Birdie AI
What does it really take to build a company that puts customers at the center — not just in words, but in every decision?
In this all-female Founders edition of CX Roundtable, host Sarah Caminiti brings together three powerhouse women redefining how customer experience is built, scaled, and led:
- Pat Osorio, Co-Founder of Birdie AI
- Nivedha Venkatesh, Founder & CEO of Pageloop
- Emma Roffey, Co-Founder & Co-CEO of Trusted
Together, they open up about the realities of being a founder in CX — the weight of culture, the speed of growth, and the intentionality required to build something that lasts.
You’ll hear:
- Why founders — not CX teams — shape how customers are treated
- How to embed customer experience into your company’s DNA from day one
- What happens when women lead with empathy and strategy
- The mental load of building something that actually cares
- And the reminder that “if the culture is bad, it’s on you.”
This is more than a conversation about CX — it’s a masterclass in leadership, trust, and what it means to build with purpose.
🎧 Hosted by: Sarah Caminiti, Retention Strategist and Founder of the RVA Framework
📅 Release date: November 11, 2025
🔗 Follow CX Roundtable for honest, actionable conversations about leadership, retention, and the future of customer experience.
Enjoying CX Roundtable? Follow the show, leave a review, and share this episode with someone building the future of customer experience.
Chapters
1. Introduction to CX Roundtable (00:00:00)
2. Founders Unique Perspective on CX (00:00:36)
3. The Importance of Embedding CX Into Founding Team (00:06:34)
4. Balancing Customer Experience with Product Development (00:12:39)
5. Building Trust and Advocacy in Customer Relationships (00:24:04)
6. Innovating At Speed in Large Organizations (00:25:58)
7. Building Strong Foundations for Customer Experience (00:28:20)
8. Listening to Customers: The Key to Success (00:31:33)
9. Evolving Roles and Responsibilities in CX (00:34:55)
10. Scaling with Integrity and Customer Focus (00:41:33)
11. Shared Mental Load in Customer Experience (00:46:19)
12. The Power of Small Gestures in CX (00:52:17)
13. The Journey of Being a Founder (00:56:48)
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