Most leaders build strategy around data and decks — and then wonder why nobody commits. Matt Marcotte has spent 34 years watching this pattern repeat across 200+ companies, from Apple to Salesforce. His conclusion: real commitment starts with emotion, not logic. In his book Built on Belief, Matt lays out a deceptively simple mental model — heart, head, hands (feel, think, do) — that explains why culture breaks at scale, why AI-perfect content repels instead of attracts, and why the companies that invest in belief outperform everyone playing the metrics game. Key takeaways: - The brain is wired to feel first, think second, act third — leaders who reverse this order get compliance, not commitment - You cannot give what you've never received: employee experience must precede customer experience - As AI commoditizes execution, belief and human connection become the true competitive advantage - The 3 C's (Clarity, Curiosity, Connection) give leaders a practical framework for aligning teams around purpose - Metrics replace purpose when companies scale without vetting for belief — and that's when culture dies Connect with Matt Marcotte: Matt’s LinkedIn: linkedin.com/in/mamarcotte/ Matt’s Book: https://a.co/d/065v7O29 Website: m2collaborative.com/ Email: matt@m2collaborative.com Expert of Experience is hosted by Lacey Peace and made by the team at Mission.org. Chapters 00:00:00 You Can't Give What You've Never Received 00:02:21 The "Rational Consumer" Myth and Becoming a Consumer Anthropologist 00:08:38 Heart, Head, Hands: Why the Order Matters 00:11:05 Why Startups Lose Belief at Scale 00:16:37 The 3 C's: Clarity, Curiosity, Connection 00:21:43 You Can't Give What You've Never Received 00:32:22 Patagonia, Starbucks, and the Power of Alignment 00:38:11 AI and the Rebellion Against Perfection 00:43:03 Outsourcing Meaning vs. Building Confidence 00:50:39 Lightning Round: Physical Spaces, Talking to Strangers, and Built on Belief Experts of Experience is a Mission.org production. To discover more shows designed to educate, inspire, and entertain, go to mission.org.

What if everything you thought you knew about customer experience was backwards? In this episode, JC Quintana—author, educator, and psychologist—reveals why most companies are approaching CX completely wrong. Instead of obsessing over touchpoints and metrics, JC argues we need to start with something much more fundamental: expectations. JC walks us through his Dialogue 7 framework, which identifies the seven critical conversations that must happen before you can even think about designing an experience. From defining value and understanding cultural influences to managing engagement levels and transparency expectations, these conversations form the foundation of every successful business relationship. We explore why employees are anxious about AI adoption (hint: it's not about the technology), why ChatGPT accidentally became the world's best communication teacher, and why saying your company is "like a family" might be doing more harm than good. If you're tired of CX strategies that look great on paper but fail in practice, this conversation will fundamentally shift how you think about customer relationships in 2026 and beyond. Chapters 00:00:00 Why Technology Vendors Broke Customer Experience 03:14 What's Really Broken: We've Lost the Human Component 10:00 Business Model First, Experience Second 16:35 Introducing the Dialogue 7 Framework 24:01 The Most Commonly Missed Expectations: Knowledge & Engagement 34:48 How to Actually Use the 7 Conversations in Practice 41:00 Why Employees Are Anxious About AI (And What to Do About It) 50:03 ChatGPT: The World's Best Communication Teacher 58:21 Lightning Round: Books, Trends, and What's Next 01:09:00 Connect with JC: Books, Resources, and Next Steps Experts of Experience is a Mission.org production. To discover more shows designed to educate, inspire, and entertain, go to mission.org.

What happens when a fast-growing company completely rethinks how it delivers customer experience — from the inside out? Lacey Peace sits down with Phil Parbury, Service Manager at TOMRA Collection Australia, to unpack one of the most seamless and high-impact digital transformations we’ve seen in CX ops.

Phil takes us behind the scenes of a tech overhaul that reduced dozens of disconnected systems to one integrated solution, boosted technician response time by 26%, and achieved a first-time fix rate of over 99% — all while keeping humans at the center of an AI-assisted workforce.

Whether you're leading a digital transformation, scaling CX operations, or just nerding out over smart logistics, this episode is packed with actionable insights — and yes, it features a very charming Aussie accent. 🇦🇺

👉 Tune in to hear how Phil’s team is future-proofing CX from the inside out.

Key Moments:

00:00 - The Power of Predictive AI in Customer Experience

01:25 - What Are Reverse Vending Machines?

05:23 - Phil’s Engineering Background & Career Path

07:38 - Scaling Pains: Early Operational Challenges at TOMRA

15:17 - Streamlining Tech: From 26 Tools to One Unified System

21:39 - How AI Optimizes Field Technician Dispatching

23:56 - Real-Time Monitoring & Keeping Machines Online

25:20 - Performance Metrics: 26% Faster Response, 99% First-Time Fix

28:11 - What’s Next: Planning for Predictive Maintenance

32:01 - Personalization, AI Agents & Changing Customer Expectations

35:45 - Training Humans to Work with AI: Empowering Support Teams

43:02 - Reddit Question: What Tools Actually Improve CX?

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Join us as we dive into the world of data-driven results and customer experience with Brandon Kirk of Rogers Sports & Media. We explore how data shapes advertising and in turn enhances the customer experience.

In this episode, Lauren sits down with Brandon Kirk, Vice President of Client Solutions at Rogers Sports & Media. Brandon is a sales executive with over 15 years of experience in companies such as CanWest, Time Inc., and Sports Illustrated.

We kick things off by stressing on the importance of time and data in determining business results. We discuss Rogers Sports and Media’s move to content-rich partnerships to improve customer experience. We discover how Rogers leverages a large volume of data, from wireless data to set-top boxes, crafting unique advertising segments that hit right on target.

The conversation flows into customer experience. Brandon breaks down the media landscape and the crucial role of feedback in driving excellence. We finish up by discussing the impact of tools like Salesforce and the influence of AI on predicting customer behaviors.

Watch the Full Episode on YouTube: youtube.com/@ExpertsofExperience

If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.

 

Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.

Learn more about what’s possible on the Salesforce Success Plan website: http://sfdc.co/SalesforceCustomerSuccess

 

(00:00) Preview and Introduction

(02:28) Rogers Sports’ Influence in Canada

(05:42) New Age of Advertising & Customer Engagement  

(08:33) Modern Metric Measurement Strategies & Tools

(15:06) Leveraging Data Driven Insights for Growth

(22:51) Harnessing Tech: Salesforce, AI, and Predictive Engagements

(25:52) The Role of Collaboration in Customer Experience

(31:25) Future of Media: Streaming & The Rogers-Disney Collaboration

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

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This is Experts of Experience, your new go-to podcast to learn about customer experience, customer success, and the technology that powers some of the biggest and best businesses in the world. Hosted by Lauren Wood and featuring some of the smartest business minds of the day, Experts of Experience will be your one-stop-shop for ideas, innovation, and inspiration to level up your CX.

 

Episodes drop every Wednesday. Subscribe now!

 

--

Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth. Learn more about what’s possible on the Salesforce success plan website.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

How does a 115-year-old beauty giant keep up with TikTok trends, viral moments, and AI-powered hair tech?

Chief Digital & Marketing Officer Darienne Kennedy pulls back the curtain on how L’Oréal’s Professional Products Division moves at the speed of culture. From signing pop icon Sabrina Carpenter and her stylist, to harnessing AI scalp diagnostics, to deciding which viral moments are worth jumping into—Darienne shares the brand storytelling playbook that keeps nine iconic haircare brands distinct, relevant, and trusted.

We also dive into the art of B2B loyalty, how L’Oréal supports salon professionals beyond just products, and why technology should enhance — not replace — the deeply human connection between stylist and client. Whether you’re in marketing, beauty, or just obsessed with a great brand story, you’ll come away with insights on blending heritage with innovation.

Watch the full interview to hear how L’Oréal balances risk-taking with brand integrity, the surprising celebrity moment that went viral, and the next big beauty frontier starting at the scalp.

 

Key Moments:

00:00 Inside L’Oreal’s Celebrity Partnerships and Cultural Moments

04:25 Darienne Kennedy: 25 Years Growing with L’Oreal

11:29 How L’Oreal Balances B2B and B2C Strategies

15:58 Crafting Distinct Stories for Nine Global Haircare Brands

22:40 L’Oreal’s Sustainability Push: Refills and Green Innovation

28:16 Moving at the Speed of Culture in Beauty Marketing

31:10 How L’Oreal Measures Marketing Impact

34:07 Education and Training as Brand Loyalty Drivers

41:39 AI and Smart Tools Shaping the Future of Haircare

50:46 The Next Big Trends in Hair, Health & Wellness

51:38 Lightning Round: Quick Insights from Darienne Kennedy

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What does it take to build a brand that resonates across cultures… not just across markets?  

 

In this special dual-guest episode, Lacey Peace sits down with Nataly Kelly, Chief Marketing Officer at Zappi, and Katherine Melchior Ray, UC Berkeley lecturer and former executive at brands like Nike, Hyatt, and Louis Vuitton. Together, they co-authored the new book Brand Global, Adapt Local: How to Build Brand Value Across Cultures and they’re here to share the lessons learned from decades of global brand-building.

 

Nataly and Katherine dive deep into why cultural intelligence is the most under-leveraged skill in modern CX, why brands that ignore cultural context are building in globalization debt, and how something as simple as a melon can repair — or ruin — customer trust. They explain the importance of shared values, the risks of applying the same CX metrics globally (spoiler: NPS doesn’t mean the same thing in every country), and how AI is both accelerating and complicating cross-cultural brand connection.

 

From real stories about Kit Kat’s flavor strategy in Japan to awkward CX blunders in global grocery stores, this episode is packed with tangible takeaways and perspective shifts for any business looking to scale with humanity and intention.

 

Get your copy of Brand Global, Adapt Local: How to Build Brand Value Across Cultures now!  

 

https://www.amazon.com/Brand-Global-Adapt-Local-Cultures/dp/139861971X

 

Key Moments:  

 

00:00 Do Customer Service Expectations Differ Across Cultures?

06:03 Why Cultural Intelligence Is Crucial for Global Business

07:04 Co-Authors’ Nataly Kelly & Katherine Melchior Ray’s Meet cute  

15:18 Real-Life Cultural Missteps and Surprising Service Norms

24:13 Can AI Replace Cultural Insight? Why Human Context Still Matters

34:38 What’s at Stake When You Ignore Cultural Differences

38:23 Globalization Strategy: Why Flexibility Beats Uniformity

39:09 How Cultural Agility Builds Better Customer Experiences

40:34 Style Switching & Cultural Intelligence in Leadership

42:18 Kit Kat’s Local Flavors & HubSpot’s Global CX

51:01 How Tech Adoption Varies by Country (And Why It Matters)

55:12 Daily Habits That Boost Strategic Thinking & Creativity

01:00:24 How AI Is Changing Global Marketing and Customer Experience

01:15:46 Final Leadership Lessons on Trust, Culture & Global Growth

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

2025 is the last year of human-only teams. Are you ready to lead both people and AI?

 

Usman Nasir, VP of Agentforce Acceleration at Salesforce, joins us to explore a future that's already here: digital labor working hand-in-hand with humans.  

 

Usman explains why 2025 marks the end of the human-only workforce and dives deep into how AI agents are transforming the workplace — from automating customer support to driving internal productivity. He shares practical advice on starting your agentic journey, debunks common myths, and explains why trust, data quality, and modular agent design are the pillars of successful implementation. Whether you’re leading a Fortune 500 company or bootstrapping a startup, this episode will shift how you think about work, leadership, and the AI-enabled future.

 

Key Moments:  

 

00:00 Introducing Usman Nasir, VP of Agentforce Acceleration at Salesforce

03:13 The Future of Human and Digital Labor

06:32 Salesforce's Agentforce (Chatbot vs. AI Agents)

19:41 Real-World Use Cases and Misconceptions

34:16 Exploring AI in Operations Management

37:12 Identifying AI-Ready Use Cases

41:44 Change Management for AI Adoption

45:35 Lessons from Early AI Adoption

01:04:29 Future of AI Agents and Predictions

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Lauren Pufpaf, COO and Co-Founder of Feed Media, joins us to explore how music is far more than just background noise — it’s a potent driver of customer emotion, behavior, and loyalty. Lauren reveals how brands like American Eagle and fitness platforms are using curated music to create “sticky” digital experiences that boost engagement and conversions. The conversation dives into the neuroscience behind why music works so effectively in CX and how the right sound strategy can elevate everything from retail apps to telehealth waiting rooms. Hit play and discover how your brand might be missing out on a powerful emotional trigger.

🎧 Listen to the full episode now and learn how to tune your brand into what your customers are really feeling.

Key Moments: 

• 00:00 Music’s Role in the Digital Customer Journey
• 07:32 Inside Feed Media Group with COO Lauren Pufpaf
• 11:29 How Music Hacks the Brain: Science Meets CX
• 20:55 Music Licensing Explained (And Why It’s So Complicated)
• 24:31 From Stores to Screens: Music in Retail and E-Commerce
• 34:31 AI in Music: Smarter Curation, Deeper Connections
• 40:12 Creating a Music Strategy That Fits Your Brand
• 57:30 How Music is Transforming Healthcare Settings
• 59:10 Lightening Round: Customer Experience that Sticks

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

How do you lead organizational transformation when AI is moving faster than your roadmap can keep up?  

 

Carlie Bissler, a product leader at McKesson, breaks down what it takes to guide large enterprises through change in the age of AI. From building trust and authenticity as a leader to shifting from "change management" to "change leadership," Carlie shares pragmatic advice for preparing your teams — and yourself — for the unknown.  

 

She also gets real about fear in the workplace, the shame some still feel about using AI tools, and why the best CX transformations start on the inside. If you're navigating the messy middle of enterprise innovation, this episode is your blueprint for embracing agility, empowering your people, and staying human in an increasingly automated world.

 

Key Moments:  

 

00:00 Change Leadership, Innovation, and AI

04:46 Who is Carlie Bislser of McKesson?

06:13 The Role of Psychology in Leadership

14:20 Navigating Organizational Transformation

18:33 Embracing AI and Building Trust

29:12 The Growing Fear of AI in the Workplace

34:32 The Shift from AI as a Cost Center to an Asset

38:03 Mentorship and Community

43:13 Preparing for AI-Driven Transformation

45:43 The Human Touch in Customer Experience

50:57 Lightning Round: Quick Insights & Advice

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What do a superhero named Captain Rochester, a bold business trip to Brazil, and AI-powered sales have in common?  

Lacey sits down with Colin Strother, Executive Vice President at Rochester Electronics, to explore how a human-first approach is transforming digital transformation. Colin shares his leadership philosophy around shifting from traditional B2B to P2P — person-to-person — emphasizing the power of authentic customer relationships in a global, tech-driven landscape.  

 

From AI agents and guided selling to hyper-personalization and seamless cross-functional collaboration, Colin details how Rochester is building scalable, trust-centered systems that keep people at the core. Tune in to hear how decades of leadership, a global outlook, and a bold trip to Brazil helped shape Rochester’s future… and why the real key to innovation might be as simple as staying human in a high-tech world.

 

 

Key Moments:  

 

00:00: P2P, Global CX, and Hyper-Personalization at Scale

05:55 Introducing Colin Strother, EVP at Rochester Electronics

09:55 Keys to Global Customer Engagement

14:07 Implementing P2P and Unified Commerce

19:47 AI and Digital Transformation at Rochester

36:34 Building Trust in Change Management

39:41 Adopting Slack for Business Efficiency

45:48 Navigating Data Integration  

53:14 Hyper-Personalization at Scale

01:01:26 Leadership and Authenticity at Rochester Electronics

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

CitizenM’s CXO, CDO, and CPO (yes… all three!), Casper Overbeek, joins Lacey to reveal how one of the world’s most innovative hotel brands uses technology to empower people — not replace them. From launching a wildly successful paid loyalty program to redesigning customer journeys with AI and real-time feedback, Casper shares how CitizenM is redefining modern hospitality. Plus, he talks about their recent acquisition by Marriott, how a Slack-integrated feedback loop transformed their ops, and the loyalty that lives beyond points: the subscription model that works.

 

Hit that like, subscribe, and tap the bell to stay up to date on visionary customer experience leaders.

 

Key Moments:  

 

00:00 Introduction to Casper Overbeek, citizenM Hotels

03:46 Citizen M's Unique Approach to Customer Experience

04:20 A Unique Loyalty Program and Digital Experience

12:52 Marriott Acquisition and Future Plans

34:27 The Importance of Human Connection in Hospitality

37:58 The Role of Feedback in Improving Services

41:22 Integrating AI in Hospitality

45:48 The Future of Customer Experience with AI

51:57 Balancing Technology and Human Touch

53:29 What's Next for citizenM?

55:42 Lightning Round and Experiences as a Customer

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What happens to marketing when AI controls the entire purchase funnel?

Steven Van Belleghem, global CX thought leader, keynote speaker, and author, joins us to unpack how AI isn’t just changing workflows, it’s rapidly  transforming customer decision-making itself.

Uncover how customer expectations are shifting, how brands can prepare for AI-powered shopping assistants, and why the brands of the future must be search-visible, review-backed, and emotionally resonant. Steven warns that most companies are only focused on internal AI efficiencies… while ignoring how customer journeys are being upended in real time.

We also explore his framework for “The Offer You Can’t Refuse,” why authenticity is overrated, and what a 1% human experience should look like when everything else is automated. If you're a CX leader, marketer, or executive wondering what to do when the funnel disappears and your customers outsource their decisions to algorithms—this is the conversation you can't afford to miss.

 

Key Moments:

00:00 The Rise of LLMs in Search and Their Impact

04:29 Introducing Steven Van Belleghem, CX Expert, Author, and Keynote Speaker

07:22 Steven's Journey: From Family Business to AI Expert

13:22 The Future of AI in Customer Experience and Branding

34:55 Steven’s Four Pillars of Success

37:26 Examples of European Companies Excelling in Customer Experience

40:12 The Power of Small Changes in Customer Experience

46:51 Authenticity vs. Artificial Experiences

51:49 The Impact of AI on Customer Experience

55:10 Leadership's Role in Customer-Centric Culture

01:02:06 Lightning Round: Steven’s Personal Inspirations and Advice

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Think cybersecurity is just an IT issue? Think again. Eden Data founder & CEO, Taylor Hersom, joins us to expose how security is no longer just about avoiding breaches — it's a powerful tool for building customer trust, boosting sales, and standing out in a crowded market.

He shares why smart companies are making cybersecurity part of the brand conversation and how marketing and CX leaders can leverage security to win hearts (and wallets). We also dig into the uncomfortable truth that most data breaches aren’t the work of sophisticated hackers — they’re caused by everyday human mistakes.

From the surprising details behind the Coinbase breach to the silent risks of AI misuse, Taylor pulls back the curtain on what’s really threatening your customer experience. If you think your team is in the clear, this episode might change your mind.

 

Key Moments:

00:00 Who is Taylor Hersom, Founder & CEO of Eden Data?

04:39 Taylor's Journey to Cybersecurity

07:49 Building & Scaling Eden Data

29:53 Current Cybersecurity Threats

39:20 Client Engagement and Cybersecurity as a Sales Strategy

45:56 Cybersecurity Training and Human Error

47:54 Leveraging AI in Cybersecurity

50:32 Future Threats and Everyday Security Tips

57:43 Recovering Trust After a Data Breach

59:35 Building a Culture of Cybersecurity

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What separates companies succeeding with AI from those struggling to see results? The answer isn't the AI itself-it's the data foundation underneath it. In this episode, we explore why the companies winning with AI today are the ones that spent years cleaning, structuring, and curating their data. Our guest is Mike Hutchinson, Chief Operating Officer at Teradata, bringing 35 years of customer experience expertise across three software companies. Mike breaks down the critical gap between structured and unstructured data, why vector stores and context engines are game-changers, and how real AI use cases come from solving business problems-not from hackathons. He shares examples from banking, airlines, and Teradata's own operations, including their fully autonomous account planning system. We also look ahead to 2026 and Mike's bold prediction: this will be the year companies build agents at scale - autonomous systems that monitor, decide, and act without human intervention. Chapters 00:00:00 Meet Mike Hutchinson, 35 Year CX Veteran 00:09:22 The Unstructured Data Problem 00:12:07 Marrying Structured & Unstructured Data 00:16:15 Why AI Use Cases Fail 00:19:32 Banking NPS Transformation Story 00:25:18 Security & Hallucination Concerns 00:30:32 Getting Started with Data Organization 00:37:33 Predictive Analytics & Weather Patterns Example 00:42:21 CX Skills for the Next Decade 00:48:52 The Expertise Debate in an AI World 00:56:49 2026 Prediction: The Year of Agents Watch Next: https://www.youtube.com/watch?v=enBE_5PQOb4 Experts of Experience is produced by the team at Mission.org.

What if the secret to standout marketing wasn’t found in a campaign, but in a customer service moment?

Lacey Peace sits down with Geoff Ramm — international keynote speaker and author of Celebrity Service — to explore how the best marketing tomorrow starts with exceptional service today.

From Jedi-costumed taxi drivers to viral hospitality wins, Geoff shares real-world stories that reveal how unexpected, personalized touches can elevate a brand beyond "five-star service" into unforgettable.

But Geoff doesn’t just inspire — he equips. Learn his five-word strategy for creating a culture of “celebrity service,” how a spontaneous question on stage sparked a 20-year philosophy, and why AI should handle the mundane so your team can deliver the magical.

 

Key Moments:

 

01:19: How Marriott Turned a Lost Toy Into a Viral CX Win

05:15: Meet Geoff Ramm: The Mind Behind “Celebrity Service”

14:48: Where “Celebrity Service” Began: A Moment That Changed Everything

27:47: How to Implement Celebrity-Level Customer Experience

29:22: Why Most CX Fails: The Time Commitment Gap

30:18: Designing a Visual Space That Fuels CX Innovation

32:44: The 120-Second Challenge: A Proven Method for Fresh CX Ideas

37:16: From Brainstorm to Buy-In: Turning Ideas Into Action

38:12: Driving Team Engagement Through Recognition & Ownership

40:03: CX That Converts: Case Studies from Avon, IHG & More

54:25: Personalized CX That Sticks: Geoff’s Most Powerful Stories

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Is your customer experience too easy? According to Dr. Joseph Michelli — psychologist, author of 13 books, and consultant to brands like Starbucks, Mercedes-Benz, and Ritz-Carlton — that could actually be the problem. 

Dr. Joseph Michelli joins Lacey to dismantle the myth of “effortless” CX and make the bold claim: CX might not survive unless we get a lot more human… and a little more emotional.

Want your customers to care? They need to struggle (just a little). Want your team to win with AI? Teach your bots emotional intelligence. Deep, funny, a little existential — this conversation is for CX pros, tech optimists, and anyone who’s ever asked, "Wait… did that chatbot just gaslight me?"

Tune in to hear why Joseph says, “All business is personal,” and what brands must do now to build human connection at scale.

Key Moments: 

• 00:00 Customer Effort vs. Ease, AI in CX, & Introducing Dr. Joseph Michelli
• 05:10 From Psychology to Business Consulting
• 10:59 The Art and Science of Customer Experience
• 24:04 The Balance Between Effort and Ease
• 39:35 The Service Recovery Paradox
• 40:03 Handling Friction in Customer Relationships
• 42:34 Generational Differences in Technology Adoption
• 46:41 Emotional Intelligence in AI Interactions
• 01:11:32 Impressive CX & Key Advice for CX Leaders

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

“Brand is the promise, the experience is the reality.” 

This week, Lacey Peace sits down with Abhii Parakh, Head of Customer Experience at Prudential Financial, to unpack exactly how the 150 year old legacy brand created a scalable culture of empathy, innovation, and action. 

From defining what CX really means to implementing belief-driven rituals and artifacts, Abhii shares a behind-the-scenes look at Prudential’s remarkable shift.

You’ll hear how Prudential turned feedback from a single paper-fatigued customer into a multi-year digital transformation, why they built a champion network of 100+ internal customer advocates, and how they're blending human insight with emerging AI technologies to drive predictive customer experiences. This isn’t about generic platitudes — it’s about measurable change, internal momentum, and leadership buy-in.

If you're leading CX at scale, battling organizational silos, or just wondering how to make customer experience more than a department, this is the episode you’ve been waiting for. Subscribe for more insider conversations with the most customer-obsessed minds in business.

 

Key Moments: 
 

• 00:00 Who is Abhii Parakh, CSM at Prudential?
• 04:56 Building a Customer-Centric Culture
• 10:19 Scaling Customer Experience Globally
• 13:58 Three Elements of Culture: Artifacts, Rituals & Beliefs
• 28:05 Impact of Predictive Analytics & Debunking NPS
• 35:22 Adopting AI at Prudential: Challenges, Success & Predictions
• 45:23 The Difference Between Generative AI & Agentic AI 
• 50:27 Future of AI and Ethical Considerations

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What happens when a marketing leader decides to halt 90% of content output? For Ben Taylor, Director of Revenue Marketing and Customer Journeys at Cisco, it wasn’t a gamble—it was a strategy.

 

In this refreshingly candid episode, Ben makes the case that content marketing is (and should be) dead and explains how empathy mapping, design thinking, and intentional "awkward silence" amongst his marketing & CX teams have become his new north star.

 

We dive into how Ben transformed Cisco’s approach to customer experience by prioritizing deep understanding over high-volume output — and saw 5x pipeline growth as a result. From redefining how marketing supports sales to slowing down in order to speed up, this episode challenges everything you thought you knew about B2B engagement. If you’re tired of creating content for content’s sake, this one’s your permission slip to stop, rethink, and rebuild.

 

Key Moments:

 

00:00 How Cisco's Ben Taylor Is Redefining Customer Experience

03:17 Why Marketing Is Core to the Entire Customer Journey

07:23 Content Marketing Is Dead: Here’s What Works Instead

13:25 How Design Thinking Transformed Cisco’s Marketing

29:36 Can AI Be Empathetic? The Real Challenge in CX Automation

36:23 Using Empathy Mapping to Build Better B2B Campaigns

38:19 Agile Marketing: Faster Cycles, Smarter Strategy

45:34 Hiring for Fit: Why Empathy Matters More Than Pedigree

52:15 The Emotional Core of Customer Experience Strategy

01:01:56 Breaking Silos: Aligning Marketing, Sales & Success

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

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What does it really take to build an AI-powered customer experience from the ground up?

Lacey Peace sits down with Katie Bianchi, Chief Customer Officer at Palo Alto Networks, to unpack how her team rebuilt support systems for the AI era — eliminating handoffs, reducing resolution time by over 40%, and transforming how their teams work.

Katie walks through their phased AI implementation strategy, from data unification and process re-architecture to training internal copilots capable of diagnosing the most complex cases. She shares why tight alignment between product, IT, and customer success is now a non-negotiable, and how empowering frontline employees to lead experimentation created real transformation.

Plus, Katie gets candid about what she would’ve done differently, why NPS might be obsolete, and how AI is becoming the operating system for work itself. Whether you're navigating digital transformation or trying to unite siloed teams, this episode offers a clear, tactical, and deeply human roadmap to scaling customer experience in the age of AI.
 

Key Moments:

00:00 Meet AI-Expert Katie Bianchi, CCO at Palo Alto Networks

01:31 Why Dirty Data Is Killing Your AI Strategy

02:46 AI Adoption Starts with Empowered Employees

06:49 Joining a Cybersecurity Giant During Peak Disruption

08:41 Step-by-Step: How Palo Alto Networks Rolled Out AI

14:17 Building a Culture of Rapid Experimentation

21:50 What AI Agents Can Do in Tech Support Right Now

23:12 What We’d Do Differently: Lessons from the Frontlines of AI

25:47 End-to-End Automation: Connecting Pre- and Post-Sales

27:38 Smarter CX: Turning Data Into Actionable Insights

36:41 Rethinking Metrics: How to Measure AI’s Real Impact

39:17 From Reactive to Proactive: Real AI Customer Wins

41:26 AI as Your New Operating System: What’s Next

 

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

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This episode’s a little different — and kind of emotional. Lauren Wood, our incredible host since day one, is passing the mic to the amazing Lacey Peace. Before she signs off, Lauren reflects on the wild ride: 75+ episodes, millions of downloads, and countless insights about CX, AI, and leadership. Lacey, who’s helped produce over 35 shows and reach 45+ million listeners as part of the Mission.org team, shares what drew her to the show (hint: she’s a storytelling nerd in the best way) and what she’s excited to explore next — from small business CX wins to how AI is quietly reshaping the employee experience. It’s a thoughtful, fun, and inspiring handoff that sets the stage for a bold new chapter. Tune in to discover the incoming shifts in the show’s guests, topics, segments, and more. 

Key Moments: 

• 00:00: Passing the Mic to a New Host
• 00:42: Lessons from 75+ CX Interviews: Lauren Wood’s Farewell Insights
• 01:42: Meet Lacey Peace: New Host with 45M+ Podcast Listener Reach
• 02:41: Building Brand Trust Through Storytelling and Customer Journey Mapping
• 03:47: Why Customer Experience Strategy Belongs to Every Business Function
• 07:32: The Role of AI in Scaling B2B Customer Experience and Success Operations
• 14:54: Empowering Teams: How Leadership and Employee Experience Drive CX
• 18:46: B2B Lightning Round: Actionable CX Takeaways for Marketing, Product, and IT

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

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Another Agentforce Guinea Pig has joined the show… She’s here to tell you if you think rolling out AI is as easy as flipping a switch, think again.

From early mistakes to surprising wins, Laura Meschi, Customer Experience Manager at Secret Escapes, walks us through what it actually takes to train an AI agent that can truly support customers.

We dive into why ROI isn't the best measure of AI success, how customer effort scores skyrocketed after launching Agent Force, and why CX leaders need to start simple and think long-term. Laura also pulls back the curtain on what it really takes to train an AI agent — and why you absolutely shouldn’t DIY your rollout.

If you’re a B2B leader wondering how AI agents fit into the future of customer success, this conversation will hit home.
 

Key Moments:
 

00:00: Laura Meschi’s AI Agent Rollout at Secret Escapes

02:45: Secret Escapes’ Agentforce: Lessons from a First-Mover

11:14: Surprise Wins and the Underrated Power of Human QA

16:41: How Agentforce Reshaped the CX Team (Without Cutting Headcount)

22:26: Guardrails, Limits, and Finding the Sweet Spot for AI Use Cases

26:30: Why Clean, Centralized Data Is the Real AI Superpower

27:18: Don’t DIY Your AI: The Case for Bringing in Experts

29:58: How AI Improved CES and Transformed Customer Perception

34:50: What’s Next: Future AI Strategies and Upcoming Salesforce Tools

37:21: Reimagining CX: Using AI to Build Relationships, Not Just Efficiency

40:37: Start Simple, Prioritize Data, and Train for the Long Game

 

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

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Agentic AI isn’t coming — it’s here and already changing everything.

Irina Gutman, Global Leader of AI Professional Services at Salesforce, breaks down what agentic AI really is and why it’s a huge leap beyond predictive and generative AI. We get into why your first AI agent should be boring (and repeatable), and why building the tech is easy compared to rewiring your people, processes, and leadership models.

Irina shares why businesses need strong guardrails, real operating models, and why AI adoption without organizational readiness is a recipe for disaster. We also talk about the skills humans actually need to stay relevant, how to spot hidden risks, and why the future belongs to companies who rethink their structure — not just their tools.

 

Key Moments:

 

00:00:  Irina Gutman Explains Salesforce’s AI Agents

03:03: Predictive, Generative, and Agentic AI — What's the Difference?

05:20: How Agentic AI Thinks and Acts

08:32: Chatbots vs. AI Agents: Why It Matters

14:22: The 5 Building Blocks of an AI Agent

18:13: Organizational Readiness: New Skills, New Roles

22:26: The Right Way to Start with AI Agents

26:27: Future-Proof Your AI Strategy

29:53: Rethinking the Operating Model for AI

32:45: Upskilling is Non-Negotiable

35:14: Vendors Can Help You Be AI-Ready

36:25: Rethinking Change Management for Agentic AI

42:38: What’s Next: Multi-Agent Collaboration

48:09: Building AI Responsibly: Guardrails and Risk

51:39: Real-World AI: A Standout Customer Experience

 

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

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Consequence scanning. Data organization. Tech translation… Oh my! 

This week, Kerry Bodine — CX consultant to name brand fortune 500 companies, founder of Bodine & Co. and co-author of Outside In — joins us to explore the seismic shifts AI is bringing to the world of CS. 

Forget what you think you know about customer service; Kerry reveals why it's all about understanding customer emotions, perceptions, and the entire customer journey. We tackle the tough questions: How do we balance innovation with ethical considerations? How do we prepare our data for the AI revolution? And how do we design experiences that are both human and AI-powered? This is a must-listen for any leader navigating the uncharted territory of AI-driven customer experience. 
 

Key Moments: 
 

• 00:00 Who is Kerry Bodine, Founder of Bodine & Co.?
• 03:19 The Biggest CS Mistake
• 06:22 Perception vs. Reality: Bridging the Expectation Gap
• 13:07 Consequence Scanning: Your AI Framework
• 18:00 AI Risk Assessment & Navigating Ethical Gray Areas
• 20:00 Leadership in the Age of AI
• 25:05 Data Readiness for AI Implementation
• 32:36 Human-Centered Design & Confronting Your Silos
• 37:18 Key Advice for CS Leaders 

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
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In this special panel-style episode, Agentforce expert and Senior Vice President of Digital Success at Salesforce, Bernard Slowey, is interviewed by Lauren Wood and guest host Stephanie Postles. 

This is your inside look at Salesforce’s rapid deployment of its revolutionary AI agent, what this means for the digital workforce revolution, and how ANY company can create a customizable, empathetic digital employee. (With no code, just natural-language prompting.) 

Bernard shares firsthand accounts of the launch, including navigating real-time customer feedback and the crucial lessons learned about data hygiene and prompt engineering. 

He also discusses the delicate balance between AI automation and human support, emphasizing the importance of empathy training for these digital agents. Plus, they explore the challenges and opportunities for businesses of all sizes, from SMBs to enterprises, as they grapple with the evolving landscape of AI-driven customer experience, sales, and marketing.

Press play and discover how Salesforce is shaping the future of AI in service, and what contrarian views Bernard Slowey holds about the role of data in decision-making.

Key Moments: 

• 00:00 Who is Bernard Slowey, SVP of Digital Success at Salesforce?
• 04:18 The Evolution of Customer Service
• 06:28 The Power and Potential of AI Agents
• 18:06 Implementing Agentforce at Salesforce
• 22:07 Challenges and Learnings From AI Agent Deployment
• 33:29 Measuring Success and Future Prospects
• 39:58 Escalation Rate and Customer Experience
• 41:21 The Importance of Human Interaction in Support
• 42:51 Digital Success and Customer Onboarding
• 45:28 AI in Customer Success: Real-World Examples
• 47:24 Data Hygiene and Internal Content Auditing 
• 53:04 Cross-Functional Collaboration in CX
• 01:00:28 The Human-AI Partnership 
• 01:08:36 The Future of AI in Business
• 01:12:51 Customer Obsession in Practice

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

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How are customer expectations evolving when people are talking less, trusting less, and switching brands faster than ever? In this episode, we break down the four major shifts reshaping customer experience in 2026 and why traditional listening tactics are failing right when companies need them most. Our guest is Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute and co-creator of one of the largest global CX studies in the world. With data from 20,000 consumers across 14 countries, Isabelle reveals the surprising trends leaders cannot afford to overlook and why trust has become the real driver of customer behavior. Chapters 00:00:00 Meet Isabel Zdatny, Head of Thought Leadership at Qualtrics XM Institute 00:04:43 The Surprising State of Customer Experience Heading Into 2026 00:10:44 Why AI-Powered Customer Service Is Failing Customers 00:15:07 How to Use AI to Enhance Rather Than Replace Human Experience 00:19:41 The Silent Customer Crisis: Why Feedback Has Dropped to All-Time Lows 00:25:03 Conversational Surveys and Predictive Models: The Future of Customer Listening 00:34:55 Why Value Alone Won't Keep Customers Loyal in 2026 00:38:18 The Trust Equation: How Economic Uncertainty Changes Customer Behavior 00:42:51 The Personalization Paradox: Consumers Want It But Don't Trust It 00:54:10 What Will Surprise Us Most About 2026: Two Wildly Different Predictions

Customer success is at a crossroads. Is it a revenue engine or just post-sales support? Is it a strategic function or a catch-all for everything customer-related? 

Lauren sits down with Marybeth D’Souza, Principal at Deloitte Consulting, to tackle the identity crisis facing customer success today. With years of experience leading CS at Salesforce and now shaping its future at Deloitte, Marybeth shares groundbreaking insights from research with 35 top companies on where the best teams are investing.

They break down the five biggest trends shaping customer success in 2025, including the shift from CS as a team to CS as a mindset, the increasing reliance on AI and digital automation, and why failing to align with sales and product is holding teams back. Marybeth also reveals why B2B companies need to start thinking more like B2C, how customer expectations have changed, and what CS leaders must do to prove their impact and secure their place at the table. If you’re in customer success (or trying to define its future in your organization) this conversation is a must-listen.

Key Moments: 

• 00:00: Who is Marybeth D’Souza, Principal at Deloitte Consulting?
• 03:52: The 5 Key Trends Shaping Customer Success
• 09:25: Proving the ROI of Customer Success
• 15:04: B2B Needs to Think Like B2C
• 22:53: AI in Customer Success: Hype or Game-Changer?
• 36:00: Breaking Down Silos Between CS, Sales, and Product
• 44:00: What’s Next for Customer Success?

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
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Every company claims to be “customer-obsessed”. Most are obsessed with their own internal metrics, not their customers. 

Kevan Yalowitz, Senior Managing Director at Accenture, explains why true customer obsession is rare, why AI won’t magically fix bad CX, and how scaling businesses slowly lose touch with the people they serve.

We’re talking AI growing pains, internal silos, and the corporate illusion of putting customers first. Spoiler: If your “customer obsession” doesn’t actually involve listening to customers, you’re doing it wrong.

 

Key Moments:
 

00:00 Who is Kevan Yalowitz, Software & Platforms Industry Lead for Accenture?

02:21 Why You Should Care About Consumer Behavior Data

04:55 Bias and Misinformation in AI

06:46 Is AI More Creative Than Humans?

08:17 AI in Customer Support and Experience

12:30 Proactive AI Solutions and Customer Retention

17:12 Connect Product and Support Teams with AI

23:56 The Influence of AI on Purchasing Decisions

24:23 The Importance of Aligned OKRs

26:18 Customer Obsession in Large Organizations Vs. Start-Ups

32:21 Implementing Agentic AI in Workflows

35:45 Top-Down vs. Bottom-Up Approaches

46:32 Key Advice for CX Leaders in the Age of Agentic AI

 

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

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You know when a company brags about its “great culture,” but the employees look dead inside? That’s because culture isn’t what leaders say it is — it’s what customers feel. 

In this episode, Mark Rampolla, founder of ZICO Coconut Water and managing partner at Ground Force Capital, tells us how culture quietly shapes every customer interaction. From Liquid Death’s branding genius to why “culture fit” hiring is a terrible idea, Mark breaks down what it really takes to build a company people actually want to engage with.

We also dive into the “need behind the need” (AKA why customers don’t buy what you’re selling but what it does for them). Mark shares how ZICO won over yoga studios by solving problems beyond hydration and why understanding where your customers make their money is the key to selling. If your culture, hiring, or customer experience feels off, this conversation holds the solution you’re looking for.
 

Key Moments:
 

00:00 Who is Mark Rampolla, founder of ZICO & managing partner at GroundForce Capital?

01:02 Building a Movement

02:13 Why Company Culture Matters

03:35 Culture in Action: Real-World Examples

08:27 Hiring a Culture Add & Customer Obsession

17:36 Assessing and Evolving Company Culture

24:42 Understanding the Need Behind the Need

25:06 Real-World Examples of Customer Empathy

26:17 Building Relationships with Yoga Studios

29:31 Marketing Strategies and ROI

31:34 Hypothesis Testing & the Opportunities in Operational Failure

38:17 Active Listening and Empathy in Business

41:24 Impressive Brand Experiences

43:18 Mark’s Key Advice for CX Leaders

 

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
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Wildfires, floods, total loss — what happens when disaster strikes and people need help navigating the chaos?

Gavin Blair, COO of Bright Harbor and former CX leader at Lemonade, joins Lauren Wood to break down why disaster recovery is failing the empathy test — and what needs to change. 

From the California wildfires to the broken insurance system, Gavin reveals how frontline teams can rebuild trust in the moments that matter most. This conversation covers why insurance is so difficult to navigate, how Bright Harbor is reshaping disaster recovery with AI and human connection, and the simple CX strategies that can turn devastation into a structured path forward.

If you think empathy and efficiency can’t coexist in high-stakes CX, think again.
 

Key Moments: 

• 00:00: Who is Gavin Blair, COO of Bright Harbor?
• 02:17 Bright Harbor's Mission and Inception
• 04:08 Challenges in Insurance CX
• 06:18 Empathetic CX Through Disaster Recovery
• 11:08: Citizens’ Optimism & Resilience After LA Fires
• 14:51: Training Empathetic and Responsive Teams
• 23:05 Role of AI in Enhancing Empathy
• 33:51 Why Responsiveness is the Most Important Part of CX
• 41:43 Gavin’s Advice for CX Leaders Everywhere

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

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You’re either building trust or breaking it — which one are you doing?

Customer experience isn’t just about service. It’s about trust. And most companies are getting it wrong.

In this episode, Lauren Wood sits down with Michael Maoz, Senior VP of Innovation Strategy at Salesforce, to reveal what really drives customer loyalty — and why most brands sabotage themselves without even realizing it.

The conversation dives into when technology enhances customer relationships versus when it erodes trust, the dangers of relying on flawed data, and why customers are willing to share 400% more information with brands they truly trust. With real-world examples and practical takeaways, this episode is a must-listen for leaders who want to transform customer experience from a transaction into a lasting relationship.

From brand-killing interactions to why AI won’t save you if your foundation is broken, this episode is a wake-up call for leaders who want to build authentic, lasting customer relationships.
 

Key Moments: 

• 00:00 Who is Michael Maoz, SVP of Innovation Strategies at Salesforce?
• 01:52 AI in Action: Opportunities and Risks
• 05:09 The Role of Clean Data in AI Success
• 06:38 Practical AI Implementations and Pitfalls
• 19:07 Building Trust with AI
• 34:05 Simplifying Communication with Stakeholders
• 34:28 IQ vs EQ in Business Decisions
• 35:13 AI in B2B and B2C Contexts
• 37:14 Automating Customer Support in Banking
• 38:56 Emotional and Complex Interactions
• 41:07 Experimentation and Adoption of AI
• 45:08 Customer Journey Hacks and Channel Preferences
• 48:58 Voice-Driven Future and AI Integration
• 50:08 Impressive Customer Service Experience
• 53:34 Advice for Customer Experience Leaders
   

 

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
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Most brands are doing CX wrong—and it’s costing them.

The secret to getting it right? It’s not just about data, and it’s not just about empathy—it’s about both.

In this episode, Lauren Wood sits down with Stacy Sherman, CX expert, author, and host of Doing CX Right, to break down her ‘Heart and Science’ framework. With 25 years of experience leading CX for major brands, Stacy shares the real impact of emotional intelligence, AI, and cross-functional collaboration in creating customer experiences that actually work.

They tackle the tough questions: How do you balance data and human connection? Where do most brands fail in their CX approach? And what’s the real cost of getting it wrong?

If you want practical insights, real-world stories, and actionable strategies to drive customer retention and satisfaction, this conversation is a must-listen. Stay tuned until the end for an unforgettable example of human-centered CX in action.

Are you delivering the experience your customers deserve? How far are you from your goals? Discover the gap with our Customer Experience Assessment and improve your strategy today.

🔗 Get your free assessment now! 

https://forms.gle/VqXGtybjLhWQAsiL8

Check out Doing CX Right: https://doingcxright.com/
 

Key Moments:

• 00:00 Who is Stacy Sherman, CX Speaker & Expert?
• 02:23 Why Customer Experience is Vital to a Business’s Success
• 04:41 Designing Proactive & Delightful Customer Journeys
• 10:19 The Key to Breaking Down Silos
• 16:51 What is the Cost of Doing CX Wrong?
• 25:33 The Importance of Emotional Intelligence (EQ)
• 26:17 Addressing Fear & Psychological Safety in the Workplace
• 27:41 Human Connection & The Role of AI in CX
• 40:40 The Role of Accountability in Customer Service
• 48:27 Key Advice Every CX Leader Needs to Hear

 

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

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Government services don’t have to suck. (And no, robots aren’t taking over… yet.)

This week, host Lauren Wood sits down with Mike Raker, CTO of Maximus, to crack the code on using AI and machine learning to fix customer experience nightmares — even in the most bureaucratic corners of government. 

Mike shares exactly why listening beats tech obsession every time, how to balance innovation with red tape, and why “Total Experience Management” is the secret sauce you’ve been missing. They also tackle the AI trends that matter (way beyond ChatGPT), the facepalm-worthy question Mike asks before ANY tech rollout, and how empathy became his ultimate leadership hack in a world obsessed with automation.

What are you waiting for? Press play to rethink everything you know about AI, empathy, and how Maximus is ensuring your next DMV visit feels as seamless as possible.

Key Moments: 

• 00:00 Who is Mike Raker, CTO of Maximus?
• 03:35 The Role of Innovation in CX
• 06:57 Exactly How Maximus Helps Government Services
• 08:59 Total Experience Management (TXM)
• 14:02 Balancing Innovation and Regulation
• 17:44 The Future of AI in Customer Experience
• 24:27 The Importance of Human-Centered Design in Government
• 34:11 Policy and Responsibility in AI 
• 38:16 Mike Raker’s Expert Advice & Key Takeaways

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

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What does it take to deliver unforgettable guest experiences at scale?

Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas, shares her incredible journey from a high school hospitality job to leading one of the most iconic destinations in the industry.

In this episode, Shannon breaks down how her team leverages technology like mobile check-in and AI while maintaining the personal touch that builds loyalty. She also dives into why empowering teams, fostering employee engagement, and adapting to change are essential for success in today’s fast-paced hospitality world.

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Key Moments: 

00:00 Meet Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas

02:05 Shannon's Journey: From High School to Hospitality Leader

05:12 Creating Personalized Experiences at Scale

07:58 Empowering Teams for Exceptional Service

23:08 The Role of Technology in Modern Hospitality

38:50 Employee Engagement: The Key to Customer Satisfaction

47:18 Advice for Customer Experience Leaders

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

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There’s nothing more frustrating than feeling misunderstood, undervalued, or out of place in a doctor’s office. That’s exactly why Northwell Health has set a new standard for both physician and patient experience.  

Alyssa Scully, Assistant Vice President of Operations at Northwell Health, shares exactly how her team is transforming provider and patient experience, and their methods might surprise you… From hyperpersonalized physician referrals to patient care plans designed to bring you more fulfillment and joy — instead of simply treating symptoms of a disease — Northwell Health is redefining “care” on every level. 

Tune in to discover Northwell Health's innovative approaches to improving both patient and physician experiences, including data-driven metrics, annual award programs, patient experience transparency, and reducing day-to-day administrative burdens for doctors.

Key Moments: 
 

• 00:00 Alyssa Scully, Assistant Vice President of Operations at Northwell Health
• 00:46 Balancing Patient Experience and Operations
• 02:40 Supporting and Empowering Physicians
• 04:33 The Impact of Technological Advances in Healthcare
• 10:20 Physician Wellness Programs
• 21:17 Training and Empowering Healthcare Teams
• 36:15 Implementing Salesforce for Personalized Care
• 42:31 Creating A “Third Place” For Physicians 

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

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Can a focus on customer experience really drive business success? On this episode, Steve Martocci, the visionary behind SUPCO and Splice, shares why he believes prioritizing user needs leads to groundbreaking innovations and a loyal customer base. Plus, he describes the process to capture attention, build interest, and drive action by truly understanding your users.

Tune in to learn:

• (0:00) Intro
• (1:37) Customer Experience as a Competitive Differentiator
• (3:01) Building Products for Yourself
• (6:35) Balancing User Experience for Different Segments
• (8:09) Inspiring New Users Through Experts
• (9:57) Creating a Diverse Set of Opinions
• (11:45) Navigating Customer Feedback and Intuition
• (13:08) Learning from User Feedback
• (14:50) Prioritizing Features Based on User Needs
• (16:22) The Importance of Team Collaboration
• (18:34) Building and Leading Teams
• (21:04) Creating an Environment for Innovation
• (25:31) Maintaining Customer Connection as You Grow
• (41:41) Building Trust with Customers
• (45:29) Recent Impressive Brand Experiences
• (49:35) Advice for Customer Experience Leaders

 

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Wondersauce CEO and Co-Founder John Sampogna breaks down what today’s customer really expects - and how brands can stand out when AI overviews and LLMs shape the journey long before anyone reaches your website. You’ll learn: How AI is rewriting customer behavior Why your website may no longer be the front door The two paths brands can take in 2026 How to design digital and in-person experiences people actually want How to stay relevant in an AI-first era (hint: it might mean LESS AI) Watch Next: https://youtu.be/rgNCaTYkXCE Chapters 00:00:00 Meet John Sampogna, Wondersauce CEO and Co-Founder 00:08:41 Why Brands Need an Outside Perspective to Stay Relevant 00:11:27 How AI Is Changing Customer Behavior 00:15:32 How to Stand Out When AI Summaries Flatten Every Brand 00:20:22 The Rise of Analog Experiences (and Why They Matter) 00:25:52 How to Choose Which AI Tools Are Worth Your Time 00:38:12 How to Prepare Your Team for an AI-Driven Future 00:43:07 The Honest Truth About “Vibe Coding” 00:45:42 The Return of Cool, Personalized Digital Experiences 00:48:02 What Personalization Will Look Like in 2026

Are traditional metrics like ROI failing to capture the true value of experience? Sujay Saha, President of Acquis Cortico-X, challenges the status quo and argues for a new framework: return on experience. He explains why focusing solely on monetary returns can be detrimental and how a broader perspective can lead to sustainable success. Plus, Sujay debunks common myths surrounding AI in the workplace and discusses how to approach digital transformation with a values-driven mindset.

Tune in to learn:

Tune in to learn:

• 00:00 Introduction to Customer Experience
• 01:49 The Evolution of Customer Experience
• 04:24 Key Metrics Surrounding CX Investment
• 05:32 Implementing Return on Experience (ROX)
• 08:38 Challenges in CX Metrics
• 10:03 Creating a Bespoke Measurement System
• 14:46 The Role of Leadership in Experience
• 16:20 Diagnosing Organizational Maturity
• 23:17 High Ground vs. Low Ground Thinking
• 25:41 The Importance of Aligned Purpose 
• 34:59 Curating AI According to Your Values
• 41:10 A Personal Experience With an Impressive CX Team
• 46:23 Key Advice for CX Leaders

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

“Limitless.” That’s how Kishan Chetan, the Executive VP and GM of Salesforce Service Cloud, describes the future of AI in customer service. Kishan Chetan explains why customer experience has evolved from deflecting customer interaction and how state-of-the-art tools like Agentforce are the key to providing proactive customer engagement, meaningful connection for employees and customers alike, and equitable accessibility for every type of customer. 

Whether you’re searching for that hidden, game-changing data that’s currently free-floating in an untitled spreadsheet, or you need to centralize your customer’s feedback so every department offers impeccable service, or you simply want to know how to choose, pilot, and customize the right AI tool for your business… this episode is for you.

Key Moments:

• 00:00 Introduction to Customer Efficiency
• 00:41 Transforming Customer Service with AI
• 02:06 The Limitless Future of AI
• 03:48 Proactive and Reactive AI Service
• 05:47 Introducing Agentforce
• 07:49 AI Agents vs. Chatbots
• 09:43 Human and AI Collaboration
• 17:15 Real-World Examples of AI in Action
• 22:58 Leveraging Unstructured Data for Better Operations
• 23:20 Unified Knowledge: Powering AI with Comprehensive Data
• 24:03 Challenges in Centralizing Data for AI
• 25:55 Importance of Quality Data and Human Curation
• 26:47 Practical Tips for Implementing AI in Customer Service
• 28:16 Choosing the Right Channels for Customer Interaction
• 29:21 Balancing AI and Human Interaction
• 31:37 Piloting AI Solutions for Maximum Impact
• 32:23 Creating Exceptional Customer Experiences with AI
• 36:04 Future Trends in AI and Customer Service
• 38:25 Potential Pitfalls and Considerations
• 41:34 Optimizing Customer Experience: Real-World Examples
• 44:04 Advice for Customer Experience Leaders

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Is the commoditization of technology ruining the customer experience? Can Artificial Intelligence be characterized as “Affectionate Intelligence” if it’s designed to respect a consumer’s boundaries? Louis Giagrande, CMO of LG Electronics USA, dives into these hot topics as he discusses the challenges of maintaining brand value in a market flooded with cheap alternatives. Plus, he explains what companies can do to stand out and how LG is breaking down silos and fostering collaboration to enhance customer experience.

Key Moments:

• 00:00 Introduction
• 01:43 Human-Centered Innovation at LG
• 03:59 Voice of Customer Program Enhancements
• 06:04 Game-Changing Data Sources
• 07:30 Integrating Marketing and Customer Support
• 08:56 Challenges in Cross-Functional Collaboration
• 10:30 Impact of Executive Alignment 
• 11:25 The Next Phase of LG 
• 13:24 Customer-Centered Innovation 
• 14:47 Proactively Providing Customer Solutions
• 16:10 LG’s Philosophy and Brand Story
• 21:37 Key to Identifying Campaign Effectiveness
• 24:25 Basics of Integrating Customer Feedback 
• 26:23 The Power and Purpose of LG Nova
• 32:04 B2B Segment Focus Brings New Opportunity 
• 34:29 Challenges in the Home Appliance Industry
• 40:36 What We Can Learn from Chewy’s Customer Service
• 42:45 Advice Every CX Leader Must Hear

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Mazda is redefining customer experience by putting humans at the center of everything it does. On this episode, Brad Audet, CMO of Mazda Americas, shares insights on how emotional connections and personalized experiences can drive brand loyalty and business success. Plus, he explores the importance of human connection in business and how it can transform customer experiences.

Tune in to hear about:

• Customer Experience as a Competitive Differentiator
• Omotenashi: The Concept of Radical Hospitality
• The Importance of Emotional Connection
• Bringing Human Connection into Business
• The Role of Technology in Enhancing Human Experience
• The Balance Between Technology and Human Touch
• Listening vs. Hearing in Customer Interactions
• The Importance of Tonality in Communication
• The Role of CMOs in Sustainable Development Goals

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Is your company truly listening to its customers, or are you just paying lip service? On this episode, Michelle Engel, Chief Product Officer at UserTesting, challenges the status quo of customer feedback and discusses the pitfalls of ignoring customer insights. She shares key strategies that top brands use to ensure their offerings resonate with real users and explains the transformative power of truly understanding your audience.

Tune in to learn:

• How integrating human insights can transform customer experiences
• Why data alone doesn't explain customer emotions and experiences
• Why personalization is key to addressing diverse customer needs
• How integrating customer insights across departments enhances strategy
• How AI can significantly speed up the process of gathering insights
• Ways technology can transform customer interactions for the better

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Want to navigate the complexities of digital transformation successfully? In this episode, Jonathan Murray, the Chief Strategy Officer at Mod Op and co-author of Getting Digital Done, outlines a step-by-step approach to integrating AI into your customer experience strategy. He explains how to build a solid data foundation and establish governance principles that will set your organization up for success. Plus, Jonathan and Lauren discuss the disconnect between leadership and customer needs, and how to bridge that gap using data-driven insights.

Tune in to learn:

• Why organizations often resist new technologies due to fear and uncertainty
• How AI can enhance customer interactions through conversational experiences
• How AI can help rehumanize business interactions with customers
• Why organizations must have the right data infrastructure to leverage AI
• Why employee experience must be prioritized to ensure successful transformations

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What does it take to truly win over customers in today's fast-paced digital landscape? Join us as Danny Pozo, Cisco’s VP of U.S. Commercial Customer Experience, shares his unique perspective on customer experience at Cisco. From the importance of emotional intelligence to the role of AI in CX, this episode dives deep into the strategies that can make or break customer relationships. Are you ready to rethink your approach?

Tune in to learn:

• Why customer experience is about winning a customer, not just a transaction
• The importance of emotional intelligence and why it will never be replaced by AI
• How to effectively engage with customers
• Why you need to build a strong internal culture in order to succeed in customer success
• How AI can help predict customer behavior and improve service
• Why personalization in customer service enhances loyalty
• How taking risks can lead to innovation in customer experience.

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Are we relying too much on technology in customer success? Sarah Parker, the SVP of Customer Success at BetterUp, discusses the balance between automation and human touch in customer relationships. Is it possible to scale customer success without losing the personal connection? Join us as we explore this critical debate in the industry.

Tune in to learn:

• Why data is essential for driving customer success at scale.
• The importance of AI readiness for organizations today.
• How understanding customer business context enhances service delivery.
• Why engagement strategies must focus on the end user experience.
• Why standardization in processes allows for better automation.
• How AI can enhance the capabilities of customer success teams.
• How proactive engagement can prevent churn and improve satisfaction.

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.
 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

On this episode, Monica Trivedi, VP of Global Client Experience at JLL Technologies, discusses the importance of client experience in driving revenue growth and the strategies she employs to enhance customer success. She emphasizes the need for understanding client ecosystems, managing a global team, and fostering cross-functional relationships. Monica also shares insights on leveraging AI to improve efficiency and the significance of creating moments of delight for clients.

Tune in to learn:

• Why client experience should be a 24/7 focus for leaders.
• How building relationships with product teams enhances collaboration.
• How AI can streamline customer support and engagement.
• The importance of meeting with your CX team.
• How to foster a customer-centric mindset

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

On this episode, Amanda Teder, Executive Vice President of Marketing at Generac, discusses the company's evolution from a generator manufacturer to a total energy solutions provider and she highlights the importance of customer experience and how Generac is adapting to changing consumer needs. Amanda and Lauren also dive into the role of AI in customer service, the significance of sustainable energy solutions, and the strategies for gathering customer insights.

Tune in to learn:

• Trends in the energy space
• Proactive customer engagement strategies
• The role of AI in customer service
• Balancing marketing and customer experience
• Strategies for gathering customer insights and feedback
• Advice for customer experience leaders

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

How do brands create customers who stay for years or even decades?

 

In this episode, we break down the model behind lifelong loyalty, emotional connection, and trust-based customer experience - the kind that drives repeat revenue, referrals, and real brand love.

 

Our guest is John Boccuzzi, Jr., CX leader, speaker, author of The Art of Seducing Your Customers, and President of ISG Research. With 30+ years studying how companies build trust and deliver memorable customer experiences, John shares the frameworks and stories that prove: CX is not a cost center — it’s a growth engine.

 

You’ll learn:

The #1 factor that determines whether customers return

Why customer experience is more emotional than operational

The “Ruth Story” - how one pair of glasses changed John’s entire view on CX

How to scale empathy, trust, and personalization across big organizations

What brands get wrong when implementing AI in customer experience

The future of CX and what will matter most in the next 12 months

 

If you lead customer experience, marketing, service, brand, or product, this conversation will reshape how you think about delivering value.

Watch Next: https://www.youtube.com/watch?v=rgNCaTYkXCE&t=1864s

 

Key Moments:

0:00 Meet John Boccuzzi, Jr.

3:20 What Customer Experience Really Is

5:20 The “Ruth Story”: Creating Emotional Loyalty

10:10 Why Having a Point of View Builds Trust

15:15 Training Teams to Deliver Great CX

18:55 Scaling Emotional Customer Experiences

23:30 How AI Fits Into Customer Experience

29:55 The Power of First Impressions

33:25 How Brands Stay Relevant Today

37:15 Make the Customer Journey Simple

42:55 The Future of Personalization

49:15 Common Misconceptions About CX

50:27 A Trend to Bet On (That Isn’t AI)

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

On this episode, Gina Hardy, Chief Marketing and Experience Officer at Chamberlain Group, discusses the evolution of customer experience in the digital-first world. She emphasizes the importance of understanding the customer and their needs, using data to anticipate needs, and effectively communicating complex products to consumers. Gina shares her experiences in marketing, including her role in shaping myQ’s product journey and successful campaigns with LeBron James and Serena Williams for Tonal. Plus, she highlights the power of storytelling in creating memorable brand experiences.

Key Insights:

• Understanding the customer and their needs is crucial in creating a great customer experience.
• Data can be used to anticipate customer needs and create personalized experiences.
• Effectively communicating complex products to consumers is a challenge that requires concise and compelling messaging.
• Storytelling is a powerful tool in creating memorable brand experiences.
• Creating a memorable customer experience requires balancing intrigue with informative content and understanding the customer journey.
• Fostering a culture of innovation and prioritizing the employee experience are key to building a successful brand.
• Feedback is crucial for growth and should be encouraged and acknowledged in order to create a safe space for ideas.
• AI can enhance customer care and marketing, but it requires continuous iteration and data-driven decision-making.
• Opinions and assumptions should be validated through customer research and feedback to ensure that products and marketing efforts meet customer needs.

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

On this episode, Diya Sikka,  Director of NPSx, a start-up at Bain & Company, discusses the third wave of customer experience and the shift from surveys and insights to predictive analytics and data-driven value. She emphasizes the importance of not relying solely on a single metric like Net Promoter Score and highlights the need to connect CX to key value metrics. Diya also discusses the challenges of organizing and utilizing data for CX and recommends starting with use case driven approaches and leveraging existing technology.

Key Insights:

• Relying solely on a single metric like NPS is not the right approach; it should be connected to key value metrics.
• Organizations should start with use-case-driven approaches and leverage existing technology to organize and utilize data for CX.
• Evaluating CX maturity can be done using the CX global standards framework, which assesses capabilities in culture, capability, and execution. 
• Data management is a critical area that companies often overlook in creating a strong customer experience.
• CX leaders should go beyond surveys and understand sentiment across the entire customer base to unlock value.
• The role of the CX leader is to be a master coordinator and facilitator across teams, driving customer-centricity and connecting the dots.
• Recognizing and empowering employees is crucial in creating a customer-centered culture.
• Creating a closed-loop feedback system and actively listening to employees' suggestions and ideas is essential.
• Best-in-class companies prioritize the customer in executive meetings and leaders actively engage with customers.

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

 

Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.org is a media studio producing content alongside world-class clients. 
Learn more at mission.org

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.