Peter Kornberg is the Managing Partner of CypherWorks, an AI-first business performance company that helps organizations use AI to drive revenue, profitability, and efficiency. As an entrepreneur and executive with over 15 years of experience driving revenue growth and business transformation, Peter specializes in helping companies apply AI strategically to solve specific business challenges and improve customer experiences. His approach combines AI, customer experience, and business strategy to deliver measurable results.

Businesses are under pressure to adopt AI, but many struggle to determine where it can deliver meaningful value. Without a clear strategy, companies risk spending money on AI tools without improving revenue, profitability, productivity, or customer experience. How can leaders move beyond AI experimentation and use the technology to solve real business problems?

Peter Kornberg, an AI strategy, revenue growth, and business transformation expert, recommends starting with specific business pain points rather than implementing AI to keep up with the trend. He suggests identifying measurable problems, determining which functions affect those metrics, and then developing an AI strategy and implementation plan around them. Peter also emphasizes incorporating customer feedback, establishing systematic feedback loops, measuring ROI through specific use cases, and making incremental AI investments rather than trying to transform everything at once.

In this episode of The Customer Wins, Richard Walker interviews Peter Kornberg, Managing Partner of CypherWorks, about using AI strategically to improve business performance. Peter discusses measuring AI ROI, creating customer feedback loops, and preparing businesses for an AI-first future.

Unmukt Raizada is the Founder and CEO of TrustEvals, an AI company that helps organizations build and deploy reliable AI with built-in governance, audit, and evaluation. He has 16 years of experience working at the intersection of data and AI. Before TrustEvals, Unmukt held senior data and AI roles at Goldman Sachs and JPMorgan Chase and co-founded the AI software company Thena. He now helps organizations move AI into production with stronger evaluation, traceability, and governance.

As AI systems become more powerful and autonomous, businesses face a growing challenge of ensuring agents behave reliably once deployed in real-world environments. Traditional software testing and basic monitoring may not catch unexpected AI behavior before it creates problems, particularly in sensitive or regulated workflows. How can organizations capture AI's benefits while maintaining the evaluations, guardrails, and human oversight needed for reliable performance?

Unmukt Raizada, an AI systems and evaluation expert, recommends continuously evaluating AI agents instead of assuming successful testing at launch guarantees future performance. He emphasizes combining probabilistic AI with deterministic engineering where mistakes cannot be tolerated, establishing guardrails around agent behavior, and maintaining human intervention at critical points. Unmukt also encourages subject matter experts to apply their workflow knowledge and intuition when designing AI systems, while avoiding unnecessary complexity from excessive numbers of specialized agents.

In this episode of The Customer Wins, Richard Walker interviews Unmukt Raizada, Founder and CEO of TrustEvals, about building reliable AI systems. Unmukt discusses AI harnesses, continuous evaluations, and the role of human expertise in keeping AI agents effective and controlled.

Marisa Murgatroyd is the Founder and CEO of The Experience Group, a company that uses behavioral science to design how people engage with technology, products, and organizations. She is also the Founder of Live Your Message, a business coaching and training company that helps entrepreneurs create engaging, experiential products and customer journeys. Marisa helps organizations close the gap between their AI and digital investments and the experiences their customers actually have. Her work focuses on experience design, customer engagement, retention, and helping businesses deliver better customer outcomes.

As AI and automation reshape business, many companies are prioritizing cost reduction and customer acquisition while overlooking the customers they already have. Poorly designed automation, fragmented customer journeys, and impersonal experiences can increase churn and weaken trust. How can businesses use AI while creating experiences that keep customers engaged, loyal, and successful?

Marisa Murgatroyd, an expert in customer experience, behavioral science, and experience design, recommends making customer success a North Star metric and mapping the entire customer journey around the transformation customers want. She explains that businesses can fight commoditization by creating personalized experiences, improving retention, and designing every touchpoint around customer needs rather than internal cost savings. Marisa also recommends using AI for mass customization, applying behavioral design and gamification to encourage engagement, and building trust through consistency, competency, authenticity, and genuine care.

In this episode of The Customer Wins, Richard Walker interviews Marisa Murgatroyd, Founder and CEO of The Experience Group, about creating customer-centered experiences in the age of AI. Marisa discusses the transformation economy, customer retention, and using behavioral design and gamification to increase engagement.