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

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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

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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.

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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

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.

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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.

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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.

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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.

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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.

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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, Rekha Srivatsan, VP of Product Marketing at Salesforce Service Cloud, discusses the findings of the sixth edition of the Salesforce State of Service report. The report dives into some of the biggest trends in the customer success industry, including the increasing demand for personalized and fast service, challenges of implementing self-service while maintaining customer trust, and the use of AI and data and why it’s crucial in meeting customer expectations and improving customer experience.

Tune in to learn:

• How service organizations are moving from cost centers to revenue generators by meeting the increasing demand for personalized and fast service.
• Why AI and data play a crucial role in improving customer experience and meeting customer expectations.
• Why implementing self-service requires a balance between providing convenience to customers and maintaining their trust.
• How to create a unified view for agents and why the use of technology can enhance customer service and improve productivity. 
• The ways AI should be used to augment, not replace, agents in customer service.
• Why to consider customer sentiment and the complexity of the issue when determining whether to use AI or human support.
• How to build trust with customers and why it is crucial for a positive 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 http://www.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, Ryan Ostrom, the Chief Marketing Officer of Jack in the Box, discusses how the brand has separated itself from that pack in the QSR industry by placing an emphasis on speed, quality, and consistency. Plus, Ryan explains how innovation can drive business growth and enhance the customer experience, and he reveals how Jack in the Box continues to satisfy constantly evolving customer cravings with digital innovations as well as in-store service.

Tune in to learn:

• Why speed and quality are crucial in the QSR industry, but why it's important to find a balance between the two.
• Why consistency is key in creating a loyal customer base in QSRs.
• How innovation plays a vital role in driving business growth and enhancing the customer experience in the QSR industry.
• How involving consumers in the innovation process through ideation sessions and consumer taste tests can lead to successful menu innovations.
• The ways Jack in the Box sets itself apart through its diverse menu, all-day breakfast, and customization options.
• Why fostering a culture of innovation and creativity requires exploring food trends, conducting consumer research, and prioritizing the guest experience.
• Why cutting corners in the pursuit of cost savings can negatively impact the quality and consistency of menu items.
• How regularly monitoring guest insights and sales data can help identify changes in consumer preferences and make necessary improvements.

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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 http://www.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, Eli Weiss, VP of Retention Advocacy at Yotpo, discusses the evolving space of customer experience and SaaS, emphasizing the importance of kindness and humility in the industry. He also discusses the importance of personalization in CX and retention, and highlights the value of leveraging data to create targeted messaging and improve the customer journey.

Tune in to learn:

• The Importance of Retention
• Finding the Balance in CX Strategies
• The Value of Great CX and Missed Opportunities
• Businesses' Perception of CX
• The Role of AI in Improving CX
• The Power of Personalization
• The Future of Messaging
• Trends in CX and Retention
• Elevating the CX and Retention Conversation

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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, Danny Cox, Vice President of Guest Experience at Breeze Airways, discusses the challenges airlines face in creating great passenger experiences. He emphasizes the need for airlines to let go of antiquated processes and mindsets and focus on. Danny shares how Breeze Airways is working to improve the airport experience and reduce stress for travelers. He also highlights the importance of partnerships and the impact they have on the overall guest experience. Plus, Danny discusses the role of leadership in guiding the team and fostering an empowerment mindset.

Tune in to learn:

• What are airlines missing when it comes to great experiences?
• Making the airport experience easier
• Why is it difficult to give control back to customers?
• How Breeze differentiates itself in the market
• Guiding a customer service team
• Hard lessons in building a new business

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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, Frances Molina, the CX manager at MoviePass, discusses the history and revival of MoviePass, the challenges of resetting customer expectations, and the importance of cross-functional collaboration in delivering a great customer experience. She shares insights on creating a knowledge base and simplifying information for customers, as well as the significance of customer journey mapping. Plus, she and Lauren dive deep into various aspects of customer experience and how to effectively address customer needs while also looking after your CX team.

Tune in to learn:

• The history of MoviePass
• How to reset customer expectations for returning customers
• New implementations that helped re-educate customers
• How to create a knowledge base that is easy to understand
• What is the most important thing to remember when building a customer journey map
• Ways to approach cross-functional collaboration
• How to manage customer problems that don’t reach the scale that other teams find important
• What are the huge obstacles for MoviePass 2.0

--

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 http://www.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, Brynne Henn, the Product Marketing Lead, of the AR Development Platform at Niantic,  discusses Niantic's approach to user-centric design and customer experience in developing AR products. The discussion highlights the importance of prioritizing the needs of customers and using a 'blog before you build' approach to ensure that products are built for customer needs. The conversation also delves into how AR can enhance customer experiences, the fostering of a developer community, and the significance of building trust with customers.

Tune in to learn:

• How to prioritize user-centric design and customer experience in AR product development.
• What is the 'blog before you build' approach and how can you use it to ensure products are built for customer needs?
• How AR can enhance customer experiences through virtual try-ons, personalized advertising, and game-based experiences.
• How to foster a developer community by understanding their needs and providing support.
• Why you need to build trust with customers by being transparent, addressing mistakes, and valuing their feedback.
• How to create a foundation for product development to streamline processes and improve efficiency.
• The need to drive cross-functional collaboration by understanding team dynamics and establishing clear communication.

–

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 for 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

In this conversation, Dan Lubetsky discusses the importance of one-to-one engagement and the need for brands to capture consumer interest at any moment. He emphasizes the role of building trust with consumers through effective communication and understanding their needs and preferences. Dan also highlights the value of utilizing first-party and zero-party data to enhance customer insights. He shares his approach to staying informed on the changing technology landscape and provides an example of an impressive brand experience with Lomi. The conversation concludes with the advice for customer experience leaders to strike the right balance in the value exchange between businesses and customers.

Tune in to learn:

• How AI can be a powerful tool in customer engagement and advertising, but it is important to use it responsibly and authentically.
• Why personalization is key in creating a great customer experience, but it should be balanced with the customer's expectations and preferences.
• How the use of AI in customer support and engagement is changing the way brands interact with their customers, allowing for more immediate and personalized communication.
• Why finding the right use cases for AI implementation and understanding the potential risks and challenges is crucial for successful adoption.
• Building trust with consumers requires effective communication and understanding their needs and preferences.
• How utilizing first-party and zero-party data can enhance customer insights and enable personalized experiences.
• Why staying informed on the changing technology landscape is essential for customer experience leaders.
• Why striking the right balance in the value exchange between businesses and customers is key to success.

–

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 for 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, Lauren interviews Alwar Pillai, the CEO and Co-founder of Fable, a company that helps organizations build accessible and inclusive technology. They discuss the importance of accessibility in technology and the challenges of building inclusive products. They also explore the role of design in accessibility and the impact of inclusive design on user experience. Plus, Alwar emphasizes the competitive advantage of accessibility and the importance of serving the largest untapped consumer segment in the world - people with disabilities.

Tune in to learn:

• The Importance of Accessibility in Technology
• The Key People Being Left Out in Digital Products
• The Challenges of Building Inclusive Technology
• Creating Inspiration and Shifting Perspectives
• The Role of Design in Accessibility
• The Impact of Inclusive Design on User Experience
• Advice for Customer Experience Leaders
• The Importance of Internal Culture

–

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 for 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, Shep Hyken, a CX expert, shares insights on the importance of customer experience and the common mistakes companies make. He emphasizes the need for a customer-centric culture and the connection between employee experience and customer experience. Shep also discusses the business case for investing in customer experience and provides tips for moving from satisfactory to excellent customer experience. Additionally, he highlights the significance of the applicant experience and the role of fun in the workplace.

Tune in to learn:

• Why customer experience is a key differentiator for businesses and can lead to increased customer loyalty and financial success.
• Why companies make the mistake of viewing customer service as a cost center rather than an investment that can drive growth.
• How to create a customer-centric culture requires leadership commitment, effective communication, training, and role modeling.
• Why the applicant experience is an important aspect of the employee journey and can impact the overall employee experience.
• The reason having fun in the workplace can improve employee engagement and contribute to a positive customer experience. Creating a happy and engaged team leads to higher employee satisfaction and productivity.
• Why customer experience should be a cultural philosophy, ingrained into every aspect of the organization.
• How to utilize open communication and transparency to build trust with customers and employees.
• How to prioritize customer experience in a way that leads to increased customer loyalty and business success.

–

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 for 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

In this conversation, Michael Bair, SVP of Customer Experience at Figs, shares insights on creating a seamless end-to-end customer experience in ecommerce. He emphasizes the importance of investing in all touchpoints of the customer journey and understanding customer expectations. Michael also discusses the key elements of a great customer experience, including on-site experience, shipping and delivery, and support. He highlights the need for clear descriptions, self-serve tools, and resolution-focused support. 

Tune in to learn:

• How to invest in all touchpoints of the customer journey to create a seamless end-to-end experience.
• Why to focus on clear descriptions, self-serve tools, and resolution-focused support in ecommerce.
• How to understand customer expectations and deliver on them to build trust and loyalty.
• Why employee experience is key to delivering exceptional customer experience. Creating a great work environment for customer success is crucial, as it involves solving problems for the most important person in the organization: the customer.
• Why clear goals and consistent communication are essential in creating a good work environment for customer success teams.
• Why customer satisfaction is the North Star metric for measuring customer experience, and NPS can still be a valuable tool when used consistently and transparently.
• Understanding that customer feedback is crucial, and how organizations should communicate that they listen and take action on customer feedback.
• Moving from ecommerce to retail and the required adjustments in the customer experience 

–

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 for 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

Join us as, Megan Bednarczyk, staff product designer at Duolingo, gives us a deep dive into the use of generative AI in the language learning app and how users are getting the most out of the technology. Megan shares how GPT-4 opened up new possibilities for personalized and immersive language learning experiences and she emphasizes the importance of testing and iterating with users to ensure the effectiveness of the AI-powered features. Megan also discusses the strategies used to create an addictive and engaging experience for Duolingo users. 

Tune in to learn:

• Generative AI, such as GPT-4, has enabled Duolingo to create personalized and immersive language learning experiences.
• Testing and iterating with users is crucial in the development of AI-powered features.
• Creating an addictive and engaging experience is key to keeping users motivated and coming back to the app.
• Understanding the user's perspective and incorporating subject matter experts are essential in designing effective AI-powered products. Creating a fun and engaging experience is crucial for keeping users engaged and coming back to an app.
• Drawing inspiration from other apps and games can help incorporate gamification elements into different industries.
• Balancing business needs and user value is essential in monetization strategies.
• Using AI to solve user needs can enhance the user experience and provide personalized solutions.
• Avoid blindly following AI trends and instead focus on solving real problems for users.
• Staying informed about AI developments and experimenting with the technology can help uncover new possibilities.
• Starting with the user and understanding their needs is key to building successful products.

–

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 for 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

How does enhancing the employee experience revolutionize customer service?

Join Lauren Wood on 'Experts of Experience' as she engages with Rudi Khoury, Chief Digital Officer at Fisher and Paykel Appliances, delving into the transformative power of enhancing the employee experience to elevate customer service. 

In this episode, Rudi shares his journey and the pivotal role of centralizing data and innovative processes in creating a culture of excellence. Discover the crucial metrics for customer experience success, and the essence of trust, transparency, and personalization in customer service. 

Rudi's approach underscores the integration of customer feedback into product innovation and the empowerment of employees to deliver unparalleled customer experiences. 

Tune in for valuable leadership advice and the impact of focusing beyond technology on service design and vision.

Don't forget to rate us on Spotify and Apple Podcasts if this conversation inspires you!

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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

–

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

Join host Lauren Wood as she sits down with Ethan Beute, Chief Evangelist at Follow Up Boss, as they explore the nuanced art of what it means to be an evangelist and the importance of human-centered communication.

In this episode, Ethan shares his innovative approach to evangelism that transcends traditional product selling, focusing instead on cultivating a community grounded in education and shared values. 

Learn about how Ethan thinks about the balance between AI and human-centered communication and the power of human connection in digital touchpoints. Plus a look at the impact of design and intuition in business is highlighted through examples from Amazon and Starbucks.

If this conversation sparks your interest, please don’t forget to rate us on Spotify and Apple Podcasts.

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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

(0:00) Preview and Introduction

(01:31) Defining the Chief Evangelist Role

(04:19) Ethan's Role at Follow Up Boss

(07:04) What is Human-Centered Communication?

(13:09) Sales Outreach and Human-Centered Approaches

(18:50) Breaking Down The Idea of Evangelism 

(25:43) Integrating Technology with Human-Centered Design

(30:22) The Importance of Community Building in Real Estate

(35:54) The Role of Chief Evangelist

(41:50) Amazon and Starbucks: Consistent Customer Experiences

(45:57) Closing Thoughts on 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, George Hanson, the Chief Digital Officer at Mattress Firm, discusses how innovative technologies are revolutionizing the retail space and enhancing customer satisfaction. He emphasizes the importance of starting with customer needs and finding ways to transition from online to in-store experiences as seamlessly as possible. Plus, he talks about the central role of retail associates in the customer experience and the need to provide them with the tools and technology they need to succeed.

Tune in to learn:

• The Role of Sleep Experts in the Mattress Industry
• The Need to Preserve Human-to-Human Relationships in Retail
• The Importance of Building Trust and Transparency in the Age of AI
• How to Create a Seamless Online-to-Offline Experience
• How To Improve Sleep Health with Data-Driven Insights
• Why You Should Be Mastering the Art of Better Sleep

–

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

Explore the evolving landscape of customer experience with Jim Roth, President of Customer Success at Salesforce, in this episode of Experts of Experience.

Join host Lauren Wood as she delves into the strategies of Salesforce to revolutionize customer interactions and organizational efficiency. 

Jim Roth shares his expertise on breaking down functional silos and integrating customer services to provide a seamless experience. Discover how Salesforce leverages digital technologies and AI to empathize with and better serve their customers. 

Gain insights into the importance of simplifying processes and understanding customer needs in large organizations.

Tune in for a compelling discussion on transforming customer experience in the digital age.

If you found this episode insightful, please rate us on Spotify and Apple Podcasts.

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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

–

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

Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena.

In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success.

Learn about Athena's innovative approach to enhancing client experiences and how Chris's leadership is shaping the future of executive assistance. Chris shares profound insights on the relationship between successful client management and strategic delegation, emphasizing the significance of empathetic and intelligent client interactions.

Tune in to discover Athena's transformative strategies in client service and delegation.

If you enjoyed this episode, please rate us on Spotify and Apple Podcasts.

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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) Introduction and Focus on Customer Experience (CX)

(01:20) Chris's Journey to CX and Athena's Philosophy

(03:37) Athena's Approach to Matching Executives and EAs

(06:56) Empowering and Nurturing Executive Assistants at Athena

(09:13) Onboarding Clients and the Art of Delegation

(11:11) Adapting Hero's Journey in Customer Onboarding

(16:47) Client Engagement and Tracking Happiness

(20:45) Client-Centric Strategies and Using AI

(24:31) Teaching Clients Effective Delegation

(28:00) EA's Impact on Clients' Lives and Athena's Culture

(30:05) Approach to Unengaged or Unhappy Clients

(32:24) Tracking Client Engagement and Happiness with AI

(39:00) Chris's Personal Experience with Exceptional Customer Service

(41:57) Final Thoughts and 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

Dive into the world of creative customer experience with Ian Wishingrad, Co-Founder and CMO of Three Wishes Cereal.

In this episode of Experts of Experience, Ian shares his journey from advertising to entrepreneurship, revealing how authenticity marketing strategies have shaped his customer-centric approach. 

He shares the challenges and triumphs of creating a customer-centric, healthy cereal brand that stands out in a competitive market. This episode is a deep dive into how customer experience, innovative packaging, and creative marketing strategies can transform a simple idea into a thriving business.

Wishingrad's story is a testament to the power of vision, persistence, and customer-focused innovation in the modern business landscape. 

Tune in as Ian shares personal anecdotes and professional insights, offering actionable strategies to revolutionize your approach to customer experience. 

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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) Introduction and Ian's Background in Advertising

(01:44) Transitioning from Advertising to Creating a Cereal Brand

(06:09) Concept and Brand Pillars of Three Wishes Cereal

(08:51) Identifying the Key Customer Base

(09:45) Importance of Customer-Centric Focus

(11:33) Packaging and Retail Strategy in Branding

(14:15) Challenges in Personal Brand Building

(16:42) Retailer Relationships and Customer Feedback

(22:29) Creative Marketing During COVID-19

(31:34) Leveraging 'Evergreen Zeitgeist' in Marketing

(33:03) Advice for Aspiring Entrepreneurs

–

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

Explore the nexus of customer experience, success, and technology in the construction and real estate finance sectors in this episode of the Experts of Experience podcast.

In this episode, host Lauren Wood engages in a conversation with Riley Thomas, the SVP of Markets at Built Technologies, a leader in construction and real estate finance technology. 

They discuss how Built Technologies is revolutionizing the industry by enhancing efficiency, collaboration, and business agility. Riley shares insights into the challenges of modernizing an antiquated industry, the strategic use of AI, and the importance of understanding customer needs to drive product development. 

This episode offers a deep dive into how Built Technologies is navigating the complexities of the construction and real estate sectors and their vision for the future.

Tune in to learn from Riley's extensive experience and discover how Built Technologies is shaping the future of its industry with innovative solutions and a customer-centric approach.

If you enjoyed this episode, please rate us on Spotify and Apple Podcasts.

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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 Introduction and Riley Thomas' Background at Built Technologies

01:25 Built Technologies' Work and Clientele

02:57 Modernization of the Banking and Construction Industries

05:40 Driving Adoption and Changing Work Practices

07:43 Incorporating AI in Business Operations

09:35 Customer Insights and Product Development

11:53 Use of AI for Customer Data Synthesis and Business Development

14:00 Trust and Candor in Business

17:19 Customer Retention Strategies

20:33 Company Culture and Employee Experience

25:57 Future Vision and Impact of Built Technologies

31:09 Leadership Philosophy and Employee Engagement

35:26 Maintaining Positivity and Realism in Leadership

39:02 Understanding and Catering to Customer Needs

–

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

Dive into the future of advertising where Elizabeth Maughon unveils how empathy and AI are driving customer success.

In this episode of 'Experts of Experience,' host Lauren Wood sits down with Elizabeth Maughon, Chief Customer Officer at Simpli.fi. 

Discover how Elizabeth and her team are revolutionizing the ad tech industry through innovative customer success strategies and AI-driven solutions. Elizabeth shares her journey in leading transformative customer experiences, offering valuable insights into the intersection of technology, empathy, and client engagement.

Tune in to explore how Simpli.fi is shaping the future of advertising with its customer-centric approach.

If you enjoyed this episode, please rate us on Spotify and Apple Podcasts.

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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) Introduction to the Episode

(01:11) Elizabeth Maughon's Role at Simpli.fi

(02:55) Customer Approach at Simpli.fi

(04:13) Implementing Servant Leadership

(07:34) Nurturing Empathy in Organizations

(08:09) Balancing Empathy and KPIs

(11:00) Developing Strong Client Relationships

(13:42) Internal Culture Impacting Client Communication

(16:36) Setting Guardrails for Success

(20:40) Diverse Client Support Strategies

(23:47) Understanding Client Needs

(26:44) Importance of Documentation and Tools

(28:41) Auditing Processes for Efficiency

(31:50) Harnessing AI in Simpli.fi

(37:01) Exploring AI Tools

(39:13) Key Factors in Effective Customer Experience

(41:24) 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

Discover how technology is transforming the field of mental health and crisis response.

In this episode, host Lauren Wood talks with Grant Riewe, CTO of Vibrant Emotional Health. Grant shares his journey in innovating mental health services, particularly the 988 suicide crisis lifeline, demonstrating how technology can be a powerful tool in providing life-saving support.

Learn about the challenges and successes in integrating technology into mental health services. Grant delves into the development of new platforms, the expansion of service offerings, and the importance of human connection in crisis management.

Tune in for an enlightening conversation on the intersection of technology and mental health with one of the leading experts in the field.

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

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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) Introduction and Guest Introduction

(01:07) Grant Riewe on Vibrant Emotional Health's Mission

(03:07) The Strategic Vision of 988 Lifeline

(06:20) Scaling Operations and Service Expansion

(09:17) Addressing Increased Demand for Mental Health Services

(11:33) Technology Stack and Service Adaptation

(14:34) Personalization in Crisis Response

(17:32) Measuring Success and Impact

(21:43) Proactive Steps in Suicide Prevention

(23:30) Role of AI in Mental Health Services

(27:03) Innovation and Culture in Vibrant Emotional Health

(30:12) Grant's 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

Join Lauren in an enlightening conversation with Sam Wegman, the VP of Customer Experience at Univar Solutions, as they explore the intricacies of B2B customer experience in the chemical distribution industry.

Sam shares her innovative strategies for building a culture that revolves around the customer-centric culture, where every employee plays a critical role in enhancing customer experience. Learn how Univar Solutions transforms its approach to customer service, the importance of empowering employees, and the use of technology in creating seamless B2B interactions.

Dive into this episode for a deeper understanding of how to revolutionize customer experience in your business.

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

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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) Introduction to Sam Wegman and Univar Solutions

(01:09) Sam's Journey in Customer Experience

(03:41) The 'We Are All CX' Mantra and Its Impact

(06:27) The Basics of Successful Customer Experience in B2B

(10:11) Servicing Diverse Customer Segments

(13:38) Leveraging Technology for Enhanced CX

(18:56) Handling Customer Feedback and Detractors

(21:01) Cultivating Cross-Functional Collaboration

(24:36) Cultivating a Customer-Centric Culture

(30:30) Business Impact of CX Initiatives

(34:18) Predictive Analytics and AI in CX

(37:38) 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

Uncover the secrets of building extraordinary customer relationships in this episode with Adam Toporek, a mastermind in customer experience. 

In this episode, Lauren delves into Adam's unique insights on leveraging emotional connections and innovative strategies to elevate customer service. Discover how the blend of technology and empathy can transform customer interactions, and why empowering your team is crucial for success.

Adam, with his deep entrepreneurial background, also touches on the evolving role of AI in customer experience and shares practical tips from his book 'Be Your Customer's Hero'. 

Tune in for an episode filled with actionable advice and transformative ideas, perfect for any business looking to improve their customer engagement.

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

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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) Introduction to Adam Toporek

(01:11) Adam's Background and Approach to CX

(02:25) Emerging Trends in Customer Experience

(04:22) The Role of Emotion in Customer Service

(07:56) Identifying and Tracking Moments of Truth in CX

(10:50) Insights from Adam's Book "Be Your Customer's Hero"

(14:13) Solving the Employee Experience Puzzle

(17:14) Defining and Implementing Employee Empowerment

(23:19) Real-world Examples of Effective Empowerment

(27:34) AI’s Impact on Customer Experience

(31:39) The Balance Between AI and Human Interaction

(35:31) Innovations in Measuring Customer Experience

(39:48) Final Advice and Takeaways from Adam Toporek

–

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

Explore the forefront of customer success with Jan Young, a visionary in post-sale strategies. 

In this episode, Lauren Wood delves deep into Jan's expertise, exploring her revolutionary approach to post-sale strategies in the SaaS world. Jan, the founder and CCO of Jan Young CX, shares her unique perspective on customer-led growth and go-to-market alignment, offering invaluable insights for businesses looking to thrive in today's challenging market.

Jan discusses the multifaceted nature of customer success, the importance of strategic advice post-sale, and the critical role of customer success managers. Learn about the exciting intersection of AI and customer success, and how emerging technologies are reshaping the way businesses interact with and understand their customers.

Tune in for a comprehensive look at the latest trends and strategies in customer success, and how you can apply these lessons to drive your business forward.

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

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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 

(00:24) Introducing Jan Young 

(01:10) The Misconceptions of Customer Success 

(04:44)The Importance of Post-Sales in SaaS

(06:07) Customer Success in Diverse Industries

(11:20) Navigating Market Changes and Layoffs

(15:02) Aligning Customer and Company Success 

(26:48) AI's Impact on Customer Success: 

(38:09) Balancing Efficiency and Human Connection

(41:17) The Concept of a Joint Customer Success Plan: 

(44:52) Closing Thoughts 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

Discover a new perspective on customer experience with Adrian Swinscoe, a multifaceted CX expert. 

In this episode, Lauren Wood dives into Adrian’s unique approach to customer experience, exploring his punk perspective on revolutionizing CX strategies. Adrian shares insights from his experience as an advisor, speaker, author, and podcast host, challenging conventional CX methods.

Join us as we delve into the critical aspects of customer experience, the role of innovative technologies, and the importance of adopting a punk mindset to stand out in today’s competitive market. Adrian’s approach emphasizes simplicity, customer-centricity, and breaking free from traditional frameworks to create impactful customer experiences.

Tune in to gain invaluable insights on transforming your CX approach and driving meaningful business outcomes. Adrian’s expertise and unique perspective are a must-listen for anyone looking to elevate their customer experience game.

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

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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 

(00:50) Introducing Adrian Swinscoe

(02:05) The Concept of Punk CX

(06:41) Addressing CX Challenges

(10:32) Successful Customer Experience Stories

(15:11) Apple’s Retail CX Strategy

(18:08) Importance of Basic CX Principles

(23:35) Building Future-focused CX

(27:14) Employee Experience and Its Impact

(31:00) Role of Leadership in Transforming CX

(39:03) Embracing Empathy in CX

(42:03) Resources for CX Leaders

(45:14) How Do You Engage with Frontline Teams?

(48:06) Final 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

On this episode, Dane Howard, VP of Product Design at G2, discusses the impact of design on customer experience in software and he emphasizes the importance of trust and transparency in a software marketplace like G2, where reviews play a crucial role. Plus, Dane shares insights on creating alignment and collaboration among teams, the power of storytelling in design, and the value of customer journey mapping.

Tune in to learn:

• The Impact of Design on Customer Experience in Software
• Why You Should Be Bridging the Gap: Designing for Buyers and Sellers in a Marketplace
• The Role of Empathy and Emotional Connection in Design
• How to Create Alignment and Collaboration Among Teams
• The Power of Storytelling in Design
• How to Break Down Silos with Customer Journey Mapping
• The Importance of Reducing Friction and Increasing Delight
• The Power of Useful Artifacts

Mentions:

• G2.com
• danehoward.com
• standbeautiful.me
• Black Players for Change Juneteenth

–

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

Discover how Big Brothers Big Sisters leverages technology to provide innovative customer experiences and track long-term societal impact.

In this episode, Lauren is joined by Adam Vasallo, CMO of Big Brothers Big Sisters of America. 

Adam shares how the organization, founded in 1904, creates life-changing mentorship opportunities for youth facing adversity. Learn how Big Brothers Big Sisters empowers volunteers to become mentors ("Bigs") who are matched with children ("Littles") in their communities. 

Adam outlines key strategies to drive awareness and recruit Bigs, including digital marketing, strategic partnerships and leveraging alumni as advocates. Discover how technology enables personalized experiences and keeps matches connected, even during the pandemic. Adam also explains Big Brothers Big Sisters' approach to CX, including journey mapping for Bigs, robust match support systems and measuring long-term societal impact through rigorous studies. 

Tune in for insights on youth empowerment, volunteer engagement and bringing relevance to a 100+ year old nonprofit.

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

Watch the episode on YouTube: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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 

(00:32) Introducing Adam Vasallo

(04:30) Creating life-changing mentorship opportunities  

(08:15) Recruiting and Onboarding “Bigs”

(13:10) Engaging Bigs and Littles throughout the mentorship 

(17:56) Leveraging Technology To Enhance CX 

(24:01) Supporting The Mission Through The Pandemic 

(28:32) Measuring Long-Term Societal Impact

(33:16) Leveraging Data to Improve Programs and Partners

(36:55) Keys to Mapping The end-to-end CX Journey

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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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​​Discover the future of customer experience with Nigel Piper, as we explore how embracing customer contact can revolutionize business support systems.

Join host Lauren Wood on episode #3 of the Experts of Experience podcast as she sat down with Nigel Piper, Executive GM of Customer at Xero who oversees the customer experience of over 3.7 million subscribers worldwide.

In this episode, Nigel shares his philosophy of increasing customer contact and how this fosters unparalleled customer and employee satisfaction. He divulges the innovative use of technology like machine learning, personalized video support, and system integration at Xero that empowers both the customer and the support team.

Learn how Xero’s leadership balances the growth of their team with technological solutions, their shift from reactive to proactive customer engagement, and the exciting potential of Generative AI in revolutionizing customer service models.

Nigel also reveals his approach to leadership, focusing on future-proofing business strategies, and fostering a company culture that emphasizes employee trust and empowerment.

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

(00:31) Who is Nigel Piper?

(03:41) Is Increasing Customer Contact Effective?

(05:31) Nigel’s Approach to Customer Engagement

(07:05) Exploring The Human Side of KPIs

(11:13) Personalization at Scale with Machine Learning

(17:30) Mastering Video Support

(22:53) Is AI The Future of Customer Support?

(28:12) Nigel’s 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. 
Learn more at mission.org

How does AI redefine customer success and sales strategies? Tune in as Matt Dixon, author of ‘The Challenger Sale’, unveils the transformative journey of customer feedback and experience.

Matt Dixon is the founding partner of DCM Insights and author of The Challenger Sale and The Effortless Experience.

Matt kicks things off by sharing with us his journey as a “customer experience anthropologist.” We delve into his books, with a specific focus on their key themes and the importance of comprehending customer preferences.

We explore the impact of technology, specifically AI, on reshaping sales strategies. Matt explains how AI has transformed sales data analysis, enabling predictive customer insights and real-time feedback.

The discussion shifts to the significance of real-time data in predicting customer satisfaction and the challenges traditional survey methods pose. Matt advocates for a new approach, emphasizing the importance of using unstructured data.

To wrap things up we explore the correlation between employee experience and customer satisfaction, emphasizing the need for companies to focus on both. Matt provides valuable advice on tools that can improve the employee experience so make sure to watch till the end!

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

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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: sfdc.co/SalesforceCustomerSuccess

(00:00) Preview and Introduction

(00:32) Unpacking Matt Dixon's Career & Books

(03:52) From Traditional Research to AI-Driven Analysis

(07:15) The Future of AI in Sales and Customer Insights

(11:47) Four Major Roles of AI in Sales

(16:07) Unstructured Data & Predictive Survey Scores

(24:15) The Impact of Real-Time Coaching

(26:26) Evolving Sales Methods & Customer Metrics

(34:58) Exploring Customer & Employee Experience

(41:50) CX Tools For Better 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

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

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

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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

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!

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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

On this episode, Benjamin Baer, the Vice President of Product Marketing at FICO, takes us through FICO's journey from disparate technologies to developing a robust AI decision-making platform. He explains how FICO adapts its product strategy to address the rapidly changing tech industry, the intricacies of predictive and prescriptive analytics, and the future of hyper-personalization in customer experiences.

Key Takeaways:

• The evolution of FICO’s technology, the integration of predictive analytics, business rules engines, and optimization technologies to create a seamless solution for businesses.
• How prescriptive analytics helps businesses make informed decisions based on data, predicting outcomes, and optimizing responses.
• FICO's role as a B2B2C company, helping clients improve their customer experience using advanced analytics.
• The importance of building authentic, non-transactional relationships with customers to enhance loyalty and long-term engagement.
• Understanding the current challenges and opportunities in integrating generative AI into customer-facing solutions while ensuring regulatory compliance.
• Real-world applications of in-stream analytics for real-time customer engagement in various industries.
• The vision of a fly-by-wire enterprise, where business operations are optimized and automated through advanced analytics and decisioning technologies.
• The significance of integrating AI as a feature within broader business solutions, rather than as standalone products.

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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, Alison Lindland, the CMO of Movable Ink, discusses the impact of AI on marketing teams and she emphasizes the need for teams to adapt to the changing landscape and support their clients throughout their journeys. Alison also shares insights on the company's customer advisory board and the value of collaborating with clients to drive product innovation.

Key Takeaways:

• How Movable Inc. utilizes AI technology to optimize campaigns and explore new categories for individual recipients
• How AI is changing the work and structure of marketing teams, requiring them to adapt and support their clients through change management.
• Why employee experience is a key factor in delivering a great customer experience
• Why marketing leaders need to be comfortable with change if they want to succeed in the AI-driven landscape.

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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

.

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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

On this episode, Irina Gutman, the Global Leader of Professional Services for AI at Salesforce, discusses how to support customers in transitioning to AI products and services, and she dives deep into the implementation process, change management, AI products, data organization, and job impact. Plus, Irina explains how she views the role of AI in customer service.

Key Takeaways:

• AI implementation requires a consultative approach, understanding customer vision, goals, and obstacles.
• Change management is crucial in addressing the impact of AI on the workforce and demystifying AI-related fears.
• AI products such as generative AI, predictive AI, and automation are tailored to customer needs and integrated into the flow of work.
• Data organization and cleanliness are essential for successful AI implementation, and training models and prompt engineering play a key role in AI customization.
• The impact of AI on jobs involves the optimization of certain roles and the emergence of new job opportunities, requiring a shift in mindset and adaptation. AI in customer service requires human oversight and ethical considerations.
• Responsible AI implementation involves risk assessment and consideration of workforce impact.
• Staying updated on AI technology is essential for informed decision-making and future readiness.

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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, Tom Williams, Chief Experience Officer at Discount Tire, shares his journey from a part-time tire technician to a leadership role. He emphasizes the importance of empowering employees and listening to their ideas. Plus, he explains how Discount Tire prioritizes the customer experience by introducing innovative concepts and technology.

Key Takeaways:

• Empowering employees and listening to their ideas leads to great choices and better customer experiences.
• How Discount Tire prioritizes the customer experience 
• Ways Discount Tire uses technology to empower and educate consumers in their tire-buying process.
• Why Discount Tires evaluates success based on whether they are building dreams for their people and generating profits to invest in their vision for the future.
• Starting with empathy is key when designing customer experiences.

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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, Karen Wood-Maris, VP of Revenue Operations at SoftBank Robotics America, discusses the impact of robotics and automation on customer experience, the role of revenue operations in customer success, and the use of data to drive growth and customer satisfaction. Karen also explores the importance of human touch in customer interactions and the potential for robotics to elevate human roles.

Key Takeaways:

• The impact of robotics and automation on customer experience
• The role of revenue operations in customer success
• The use of data to drive growth and customer satisfaction AI's impact on data processing and customer experience
• The role of robotics in elevating human roles
• The importance of health metrics in tracking customer success

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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, Josh Ives, SVP of Customer Experience Operations at FanDuel, discusses the customer-centric strategies and innovative approaches that have contributed to the success of FanDuel in the highly competitive sports betting industry. He emphasizes the importance of building customer trust, protecting customers through responsible gaming programs, and creating personalized experiences. Josh also highlights the significance of partnerships in expanding the reach of FanDuel and enhancing the customer experience.

Tune in to learn:

• Why building customer trust is crucial for success in the sports betting industry.
• Why responsible gaming programs and customer protection are key strategies to drive loyalty.
• How personalization and understanding customer preferences create engaging experiences.
• How partnerships play a significant role in expanding reach and enhancing the customer experience.
• Why consistency is key in delivering great customer experiences.
• How recovery from service failures can be an opportunity to build trust and loyalty.
• Why integrating tools and technology can enhance both the customer and employee experience.

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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, Sofya Pogreb, the Chief Operating Officer at BILL, discusses how BILL instills a customer-first mindset throughout the organization, the importance of customer support and experience, and how data is used to optimize customer experiences. Sofia also emphasizes the need for cross-functional collaboration and the role of the COO in championing customer focus. 

Tune in to learn:

• How to instill a customer-first mindset
• The role of the COO in championing customer focus
• Why you should be measuring customer effort and employee effort
• The ROI of having a customer-focus
• The importance of empathy in customer experience

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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, Shane Beardsley, Vice President of Guest Experiences and Communications at the Jacob K. Javits Center in New York City, discusses the ever-changing landscape of convention centers and the importance of creating a great event experience. He highlights the importance of understanding the needs of different event demographics and being adaptable to meet those needs and emphasizes the value of consistency, listening to clients, and building strong relationships to ensure repeat business.

Tune in to learn:

• Why Aggressive customer service and attention to detail are key in creating a great event experience.
• Why understanding the needs of different event demographics and being adaptable is crucial.
• The importance of consistency, listening to clients, and building strong relationships to ensure repeat business.
• How the Javits Center aims to provide a seamless and enjoyable experience for all attendees. 
• Methods for tracking success of an event.
• Why leading by example and creating a positive on-the-ground experience are crucial for customer experience leaders.

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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, author David Avrin discusses the importance of being easy to do business with and reducing customer friction in order to stay ahead in a competitive market. He emphasizes the shift in customer drivers from quality and commitment to speed and convenience, plus, he highlights the common mistakes businesses make, such as assuming what works well for them works well for their customers. He also addresses the sources of friction in the customer experience, including perceived time wasted and scripted empathy without resolution. 

Tune in to learn:

• Businesses often assume what works well for them works well for their customers, but the drivers of customer choice have shifted to speed and convenience.
• The most common source of friction in the customer experience is the perception of time wasted.
• Companies should focus on resolving issues quickly and providing a positive experience to avoid negative online reviews and customer complaints.
• Being easy to do business with and minimizing customer friction can be a competitive advantage in a market where everyone is good.
• Businesses should understand customer preferences, address issues promptly, and be the safe choice to leverage customer experience as a competitive advantage. 
• Customer experience is the new marketing, and organizations need to focus on how customers feel.
• Leaders should have a finger on the pulse of customer expectations and be forward-thinking in their approach.
• There is a difference between customer experience and customer service, with customer experience encompassing every touchpoint and interaction with a brand.

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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, 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.

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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