Episode Details

Most data teams do not have a tooling problem. They have a customer service problem.

Mo Villagran, Associate Director of Insights, Analytics, and Data at Cambrex, argues that stakeholder expectation management is the difference between being a trusted advisor and being an order taker.

"In a simple word, it's really just customer service."

In this episode, Mo breaks down how to manage stakeholder expectations, define expected delivery value, and keep projects aligned to real business outcomes instead of chasing rebranded tools. She shares why simple solutions often win, how to show progress even when the work is plumbing, and why qualitative stakeholder testimony beats dashboard count KPIs. You will also hear how she thinks about AI as a tool, when it works, when it is just a cool toy, and how to build trust by demoing in real time.

00:02:00 Stakeholder expectation management is customer service

00:03:00 Why skeleton teams can still deliver value

00:06:00 Who defines expected delivery value, and how to shape it

00:09:00 Negotiate expectations, do not become an order taker

00:18:00 How to show progress when there is nothing visual

00:21:00 Stop chasing quantitative KPIs, win with testimony

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