1NSIGHTS Podcast
1NSIGHTS by OneVision explores how integrators, operators, and industry leaders think, build, and adapt in a rapidly changing custom integration landscape. Through candid conversations with founders, executives, and practitioners, the show goes beyond surface-level trends to unpack the real decisions, trade-offs, and lessons behind trends and opportunities in custom integration.
Recorded live and shaped by real audience interaction, 1NSIGHTS blends strategic insight with hands-on experience, offering listeners a clear, grounded perspective on what it actually takes to grow smarter, work better, and stay competitive.
New episodes drop every month. Subscribe now so you don’t miss the one that might transform your business today.
1NSIGHTS Podcast
Scaling the Customer Experience: Maintaining Quality as You Grow
Growth forces a question most companies avoid: how do you maintain the level of customer experience that got you here in the first place — as everything around you changes?
In this episode of 1NSIGHTS, Jason Griffing sits down with OneVision Founder and CEO Joseph Kolchinsky for an open, practical conversation on how customer experience evolves as companies grow, and why the approaches that work early on often break down at scale.
Together, Jason and Joseph explore how customer experience in the custom integration industry is shaped by long-term relationships, bespoke systems, and high expectations — and why scaling requires more than simply adding people or processes.
Listen and you’ll learn:
- How customer experience delivery changes at different stages of growth
- When founder-led service becomes a bottleneck, and how to evolve past it
- Practical ways to balance personalization with consistency at scale
- How leaders can stay intentional about delivering experience as their role evolves
Watch the on-demand recording here:
https://youtu.be/lcLg9glE9kg?si=14yHYFQAfWG8Cf55