Experts of Experience – Details, episodes & analysis

On this episode, Andrea Sengara, the Head Of Marketing, Campari America, discusses the importance of storytelling in marketing and how it can create an emotional connection with consumers. She shares examples of how Campari brands like Wild Turkey and Grand Marnier use storytelling to honor their rich history and engage consumers, and she talks about the balance between art and science in designing customer experiences and the importance of personalization and data-driven decision-making.

Tune in to learn:

• How to create experiential moments and partnerships
• The importance of connecting with Gen Z through authenticity and experiences
• Why you should be balancing art and science in designing customer experiences
• Hot to think about personalization and data-driven decision-making

–

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

 On this episode, Meghan Hatalla, Senior Customer Experience Researcher at Veritas Technologies, discusses the use of machine learning and natural language processing to enhance user research and improve customer experience. She highlights the importance of data analysis, sentiment analysis, and personalization in understanding user behavior and needs, and talks about the challenges of implementing AI in customer experience.

• The role of machine learning and AI in processing large data sets and identifying patterns in user behavior
• The importance of qualitative research in understanding user experiences and problem-solving
• How to Implementing AI in customer experience
• How to build trust and emotional connections for a positive customer experience
• Key Components of Effective Customer Interviews
• The Role of User Research in AI

–

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

On this episode, Michael Costello, CEO of GNC, emphasizes the importance of the customer experience in providing personalized support to customers. He also discusses the impact of customer experience on business growth and the challenges of creating a sticky online experience. Plus, a deep dive into the implementation of AI in customer service, the approach to innovation, and the importance of customer feedback in shaping product strategy.

Key Takeaways

• The importance of customer experience in driving successful business growth
• The role of GNC's coaches in providing personalized support to customers
• Challenges and opportunities in creating a sticky online experience
• The impact of consumer behavior on the health and wellness sector
• The evolving role of AI in customer service AI can improve customer service efficiency while still considering the human aspect of customer needs.
• Innovation strategy should be driven by customer health journeys and needs, with a focus on solving specific problems.
• Customer feedback plays a crucial role in shaping product strategy and maintaining brand loyalty.
• Leadership involves staying connected to the consumer and ensuring a customer-centric approach to decision-making.

–

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

On this episode, Justin Rose, the President, Lifecycle Solutions, Supply Management, and Customer Success, John Deere, discusses the implementation of AI in customer success. He highlights the challenge of determining when and how to intervene with customers based on AI insights, without being overly prescriptive or intrusive. He emphasizes the importance of customer feedback and engagement in shaping AI solutions. Justin also addresses ethical considerations, such as safety and data security, and emphasizes the need for transparency and trust. He shares resources for AI implementation and innovation, and advises customer experience leaders to be bold and incremental in driving innovation.

Key Takeaways:

• John Deere is investing in new technology to enhance the customer experience in agriculture.
• Making technology accessible to all farmers through a subscription-based pricing model called Solutions as a Service.
• John Deere is building a customer success function that leverages AI to deliver personalized and proactive support.
• Developing agentic AI systems that can triage data, customize communications, and drive interventions for each individual customer.
• The human touch is still important in areas such as initial sales, renewals, and escalations. Determining when and how to intervene with customers based on AI insights is a challenge in customer success.
• Customer feedback and engagement are crucial in shaping AI solutions.
• Ethical considerations, such as safety and data security, must be addressed in AI implementation.
• Transparency and trust are key in building strong customer relationships.
• Being bold and incremental is important in driving innovation in customer experience.

–

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

On this episode, we explore the concept of proximity and how technology is enabling products and services to be delivered faster and tailored to individual needs with authors Robert C. Wolcott & Kaihan Krippendorff. They discuss real-world examples of proximity, such as vertical farming, 3D printing, and on-demand pharmaceutical production, and highlight the impact of proximity on customer experience demand, including the expectation for customization and immediacy. The conversation also touches on the sustainability benefits of proximity, such as reducing waste and greenhouse gas emissions, and the importance of cross-industry exploration and learning from other industries to stay ahead of rapidly changing customer expectations. 

Key Takeaways:

• Proximity is the ability to compress capabilities into smaller packages and distribute them closer to each moment in time and space.
• Technology is enabling proximity in various industries, such as vertical farming, 3D printing, and on-demand pharmaceutical production.
• Customer experience demands are shifting towards customization and immediacy, driven by the expectation of personalized and fast delivery.
• Proximity has sustainability benefits, including reducing waste and greenhouse gas emissions.
• Cross-industry exploration is crucial for staying ahead of rapidly changing customer expectations. Never assume you know what the customer wants; continuously challenge yourself to discover and meet their evolving needs.
• Understand the complete customer journey and avoid myopically focusing on your own strand in that journey.
• Embrace technology to enable proximity and deliver value to customers where and when they need it.
• Think beyond the current constraints and envision new possibilities for your company and its offerings.
• Facilitate workshops and conversations to encourage out-of-the-box thinking and explore the potential of proximity.

–

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

On this episode, Joey Coleman, Chief Experience Composer at Design Symphony, dissects the connection between employee experience (EX) and customer experience (CX). Joey highlights the importance of understanding the emotional journey of both customers and employees and how it impacts their experience. Plus, he emphasizes the need for organizations to prioritize both EX and CX and create a culture where everyone is responsible for creating a great human experience. 

Key Takeaways:

• The emotional journey of both customers and employees is crucial in shaping their experience.
• Organizations should prioritize both employee experience (EX) and customer experience (CX) to improve retention and profitability.
• Building personal relationships in the workplace is essential for creating a positive employee experience.
• Leaders should provide training on managing remote teams and invest in bringing employees together for in-person interactions. In-person interactions are crucial for building personal bonds and strengthening emotional connections within teams and with customers.
• The first 100 days of a customer's journey are critical for fostering long-term loyalty.
• Investing in customer experience has a significant impact on profitability and revenue.
• Empowering employees to create great experiences is essential for delivering exceptional customer service.
• Mistakes can be turned into marketing opportunities by responding in a remarkable way.

–

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

On this episode, Chris Zlocki, Global Head of Client Experience for Collier's Occupier Services, explores the changing landscape of commercial real estate in today’s world. Chris emphasizes the importance of being a proactive and consultative partner to clients, understanding their needs, and driving meaningful change. Plus, he touches on the importance of both a top-down and bottom-up approach to creating a decisive company culture. And when it comes to customer success, Chris emphasizes tracking the voice of the customer and how he uses the Net Promoter Score. 

Key Takeaways:

• Commercial real estate providers need to be proactive and consultative partners, understanding clients' needs and driving meaningful change.
• Employee engagement and productivity are key considerations in designing office spaces that attract and retain top talent.
• The future of real estate will be shaped by AI, and organizations need to be prepared for continuous change and adaptation. A strong company culture requires both a top-down and bottom-up approach.
• Centralizing data is crucial for providing a holistic view of information for clients.
• Tracking customer success involves gathering feedback through dedicated conversations and measuring Net Promoter Score.

–

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

On this episode, Anita Toth, the Chief Hidden Revenue Hunter at ATI, discusses churn and customer success in the B2B SaaS industry. She shares insights on common mistakes businesses make when trying to avoid churn and emphasizes the importance of building an authentic view of the product from the beginning. Anita also highlights the cost of not focusing on churn and the need to uncover hidden revenue opportunities. She discusses the limitations of NPS as a metric for measuring customer satisfaction and suggests alternative approaches.

Tune in to learn:

• Why building an authentic view of the product from the beginning helps avoid customer surprises and reduces churn.
• How uncovering hidden revenue opportunities is crucial for increasing customer lifetime value.
• The reason NPS has limitations as a metric for measuring customer satisfaction and alternative approaches should be considered.
• Why shifting the mindset from acquisition to post-sale is essential for long-term business success.
• Why trusting intuition and listening to customer insights are key 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

On this episode, Jill Thomas, the Chief Marketing and Customer Experience Officer for the PGA TOUR Superstore, discusses the importance of understanding the customer and creating personalized experiences. She highlights the impact of technology on customer perceptions and the need for businesses to adapt. Jill also shares insights into the in-store and online experiences at PGA TOUR Superstore, emphasizing the focus on customer service and creating an inclusive environment for all golfers.

Tune in to learn:

• Why digital transformation requires a roadmap and a long-term commitment to enhancing the customer experience.
• Why personalization, design, and deep contextual relevance are key elements of a modern website.
• Why understanding the ROI of customer experience is crucial for gaining support from stakeholders.
• The importance of being curious, reading white papers, and learning from other industries and how that can inspire innovative ideas.
• How to map the customer journey and why identifying pain points is essential for improving the customer experience.
• How prioritizing the human component of the customer experience can lead to exceptional results.

–

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. 

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

On this episode, Eric Wood, Vice President of Product Experience at Rivian, discusses the future of EVs and software-defined vehicles, emphasizing the need for seamless integration and personalized experiences. He also digs into the importance of collaboration and empathy in design and he highlights the significance of customer-centric leadership and building brands that deliver on promises.

Tune in to learn:

• How software-defined vehicles allow for continuous updates and improvements through over-the-air software updates, enhancing the product experience.
• The importance of addressing customer feedback and how to meet the needs of a wider audience.
• The future of EVs and software-defined vehicles and why it involves seamless integration, personalized experiences, and the use of AI to enhance the driving experience.
• Why collaboration and empathy are essential skills in design that enable effective problem-solving and the creation of innovative solutions.
• How to address behavioral issues in the workplace and why you need to prioritize the well-being of the team.
• How to simplify complex products by prioritizing features based on user needs and thinking from first principles to create unique and intuitive experiences.
• How to gain inspiration from YouTube and where other industries can provide fresh perspectives and ideas for design and user 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