Joseph Kolchinsky - OneVision | 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 growthWhen founder-led service becomes a bottleneck, and how to evolve past itPractical ways to balance personalization with consistency at scaleHow leaders can stay intentional about delivering experience as their role evolvesWatch the on-demand recording here:https://youtu.be/lcLg9glE9kg?si=14yHYFQAfWG8Cf55