Are You Really Engaging Customers or Just Talking at Them - with Lux Narayan
- E134
- 43:18
- September 21st 2026
Most SaaS companies spend a lot of time thinking about what they want to tell customers.
But how much time do they spend genuinely listening?
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Lux Narayan, founder of StreamAlive, to explore what real engagement actually looks like.
We discuss why attendance and participation are not the same as engagement, why polls and interaction can easily become theatre and what changes when you design conversations around what you want to learn rather than simply what you want to say.
We also explore the role AI could play in helping organisations listen at scale. Instead of using AI simply to create more content, presentations and messages, could one of its most valuable uses be helping us understand what hundreds or thousands of customers are actually thinking?
The conversation covers webinars, product demos, customer onboarding, training and Customer Success, with one important theme running throughout:
Activity is not evidence of value.
If customers attend your meetings, complete your training or use your product, that tells you something. But it does not necessarily tell you whether they understood anything, changed their behaviour or achieved the outcomes they were looking for.
So how do we move from talking at customers to learning from them and turn genuine engagement into adoption, value, retention and growth?
About Lux Narayan
Lux Narayan is the founder of StreamAlive. His TED talk on lessons from analysing obituaries has been viewed more than two million times. He is also the author of Name Place Animal Thing and has a long-standing interest in storytelling, comedy and how people communicate.
Find out more at LuxNarayan.com.
About StreamAlive
StreamAlive uses AI to turn chat in platforms such as Teams and Zoom into real-time interaction, including polls, live maps, summaries and audience insights.
It is designed for webinars, presentations, training and other one-to-many sessions and integrates with tools including PowerPoint, Canva and Gamma.
Find out more at StreamAlive.com.
Breakthrough SaaS Growth
Breakthrough SaaS Growth is about how SaaS companies keep customers, grow revenue and prove value in the AI era.
Hosted by Jason Noble in the UK and Jason Whitehead in the US, the show explores the commercial problems behind sustainable SaaS growth: retention, expansion, churn, customer value, Customer Success, GTM alignment and AI.
Some episodes are the two Jasons breaking down what they’re seeing in the market. Others feature SaaS founders, CEOs, CROs, Customer Success leaders and operators sharing what is actually working inside their businesses.
Expect practical conversations about why customers churn, how SaaS companies prove value, where expansion really starts and how AI is changing the way software is bought, used and valued.
No hype. No theory for theory’s sake.
Just practical thinking about how SaaS companies keep and grow customers.