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How to Build a Tech-First Manufacturing Strategy

How to Build a Tech-First Manufacturing Strategy

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A customer wants to spend more, but your revenue model gives you a reason to say no. Brent Hagan, Chief Supply Chain Officer at Lob at the time of recording, joins Felicia Shakiba to discuss how that tension exposed a gap between the company's metrics and the value customers needed. They examine operating-model change, manufacturing partnerships, AI-enabled scale and the personal cost of executive success. IN THIS CONVERSATION • Recognizing when subscription metrics obscure customer value • Building credibility for change through early operating wins • Connecting culture, accountability and decision ownership • Reshaping manufacturing partnerships around dependable capacity • Using AI for scale, consistency and materials routing • Reconsidering ambition, health and family priorities CHAPTERS 00:00 The customer deal Lob initially refused 00:38 Introducing Brent Hagan 01:10 Subscription metrics versus manufacturing economics 05:44 Challenging the business model from inside 09:42 Building credibility through quick wins 11:50 Leadership changes, culture and accountability 15:18 Clarifying decision ownership 18:06 Reshaping manufacturing partnerships 26:08 Using AI for scale, not just cost 28:17 AI-powered materials routing 29:58 The family letter that changed Brent's priorities 34:19 When career success stops feeling like success 37:14 Are your metrics aligned with customer value? ABOUT THE GUESTS Brent Hagan is the Chief Supply Chain Officer at Lob. In this conversation, he shares his experience changing the company's operating model and manufacturing network.
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