What happens when a global brand stops waiting for customer feedback and starts hunting for friction? This episode highlights the transformation from reactive troubleshooting to a proactive technology strategy that prioritizes user experience and operational efficiency. Nathan Armstrong of Pampered Chef shares how they navigated the transition from niche point solutions to a consolidated tech stack. He also provides a practical look at how AI is being used to simplify data access for internal teams and why the 80/20 rule is his guiding principle for software procurement in 2026.

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