Matt Marcotte has spent 34 years watching this pattern repeat across 200+ companies, from Apple to Salesforce. His conclusion: real commitment starts with emotion, not logic. In his book Built on Belief, Matt lays out a deceptively simple mental model — heart, head, hands (feel, think, do) — that explains why culture breaks at scale, why AI-perfect content repels instead of attracts, and why the companies that invest in belief outperform everyone playing the metrics game.

Key takeaways:

- The brain is wired to feel first, think second, act third — leaders who reverse this order get compliance, not commitment

- You cannot give what you've never received: employee experience must precede customer experience

- As AI commoditizes execution, belief and human connection become the true competitive advantage

- The 3 C's (Clarity, Curiosity, Connection) give leaders a practical framework for aligning teams around purpose

- Metrics replace purpose when companies scale without vetting for belief — and that's when culture dies

Connect with Matt Marcotte:

Matt’s LinkedIn: linkedin.com/in/mamarcotte/

Matt’s Book: https://a.co/d/065v7O29

Website: m2collaborative.com/

Email: matt@m2collaborative.com

Expert of Experience is hosted by Lacey Peace and made by the team at Mission.org.

Chapters

• 00:00:00 You Can't Give What You've Never Received
• 00:02:21 The "Rational Consumer" Myth and Becoming a Consumer Anthropologist
• 00:08:38 Heart, Head, Hands: Why the Order Matters
• 00:11:05 Why Startups Lose Belief at Scale
• 00:16:37 The 3 C's: Clarity, Curiosity, Connection
• 00:21:43 You Can't Give What You've Never Received
• 00:32:22 Patagonia, Starbucks, and the Power of Alignment
• 00:38:11 AI and the Rebellion Against Perfection
• 00:43:03 Outsourcing Meaning vs. Building Confidence
• 00:50:39 Lightning Round: Physical Spaces, Talking to Strangers, and Built on Belief

Experts of Experience is a Mission.org production. To discover more shows designed to educate, inspire, and entertain, go to mission.org.

In this episode, JC Quintana—author, educator, and psychologist—reveals why most companies are approaching CX completely wrong. Instead of obsessing over touchpoints and metrics, JC argues we need to start with something much more fundamental: expectations.

JC walks us through his Dialogue 7 framework, which identifies the seven critical conversations that must happen before you can even think about designing an experience. From defining value and understanding cultural influences to managing engagement levels and transparency expectations, these conversations form the foundation of every successful business relationship.

We explore why employees are anxious about AI adoption (hint: it's not about the technology), why ChatGPT accidentally became the world's best communication teacher, and why saying your company is "like a family" might be doing more harm than good.

If you're tired of CX strategies that look great on paper but fail in practice, this conversation will fundamentally shift how you think about customer relationships in 2026 and beyond.

Chapters

• 00:00:00 Why Technology Vendors Broke Customer Experience
• 03:14 What's Really Broken: We've Lost the Human Component
• 10:00 Business Model First, Experience Second
• 16:35 Introducing the Dialogue 7 Framework
• 24:01 The Most Commonly Missed Expectations: Knowledge & Engagement
• 34:48 How to Actually Use the 7 Conversations in Practice
• 41:00 Why Employees Are Anxious About AI (And What to Do About It)
• 50:03 ChatGPT: The World's Best Communication Teacher
• 58:21 Lightning Round: Books, Trends, and What's Next
• 01:09:00 Connect with JC: Books, Resources, and Next Steps

Experts of Experience is a Mission.org production. To discover more shows designed to educate, inspire, and entertain, go to mission.org.

In this episode, we explore why the companies winning with AI today are the ones that spent years cleaning, structuring, and curating their data. Our guest is Mike Hutchinson, Chief Operating Officer at Teradata, bringing 35 years of customer experience expertise across three software companies.

Mike breaks down the critical gap between structured and unstructured data, why vector stores and context engines are game-changers, and how real AI use cases come from solving business problems-not from hackathons. He shares examples from banking, airlines, and Teradata's own operations, including their fully autonomous account planning system.

We also look ahead to 2026 and Mike's bold prediction: this will be the year companies build agents at scale - autonomous systems that monitor, decide, and act without human intervention.

Chapters

• 00:00:00 Meet Mike Hutchinson, 35 Year CX Veteran
• 00:09:22 The Unstructured Data Problem
• 00:12:07 Marrying Structured & Unstructured Data
• 00:16:15 Why AI Use Cases Fail
• 00:19:32 Banking NPS Transformation Story
• 00:25:18 Security & Hallucination Concerns
• 00:30:32 Getting Started with Data Organization
• 00:37:33 Predictive Analytics & Weather Patterns Example
• 00:42:21 CX Skills for the Next Decade
• 00:48:52 The Expertise Debate in an AI World
• 00:56:49 2026 Prediction: The Year of Agents

Watch Next: https://www.youtube.com/watch?v=enBE_5PQOb4

Experts of Experience is produced by the team at Mission.org.

In this episode, we break down the four major shifts reshaping customer experience in 2026 and why traditional listening tactics are failing right when companies need them most.

Our guest is Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute and co-creator of one of the largest global CX studies in the world. With data from 20,000 consumers across 14 countries, Isabelle reveals the surprising trends leaders cannot afford to overlook and why trust has become the real driver of customer behavior.

Chapters

• 00:00:00 Meet Isabel Zdatny, Head of Thought Leadership at Qualtrics XM Institute
• 00:04:43 The Surprising State of Customer Experience Heading Into 2026
• 00:10:44 Why AI-Powered Customer Service Is Failing Customers
• 00:15:07 How to Use AI to Enhance Rather Than Replace Human Experience
• 00:19:41 The Silent Customer Crisis: Why Feedback Has Dropped to All-Time Lows
• 00:25:03 Conversational Surveys and Predictive Models: The Future of Customer Listening
• 00:34:55 Why Value Alone Won't Keep Customers Loyal in 2026
• 00:38:18 The Trust Equation: How Economic Uncertainty Changes Customer Behavior
• 00:42:51 The Personalization Paradox: Consumers Want It But Don't Trust It
• 00:54:10 What Will Surprise Us Most About 2026: Two Wildly Different Predictions

You’ll learn:

• How AI is rewriting customer behavior
• Why your website may no longer be the front door
• The two paths brands can take in 2026
• How to design digital and in-person experiences people actually want
• How to stay relevant in an AI-first era (hint: it might mean LESS AI)

Watch Next: https://youtu.be/rgNCaTYkXCE

Chapters

• 00:00:00 Meet John Sampogna, Wondersauce CEO and Co-Founder
• 00:08:41 Why Brands Need an Outside Perspective to Stay Relevant
• 00:11:27 How AI Is Changing Customer Behavior
• 00:15:32 How to Stand Out When AI Summaries Flatten Every Brand
• 00:20:22 The Rise of Analog Experiences (and Why They Matter)
• 00:25:52 How to Choose Which AI Tools Are Worth Your Time
• 00:38:12 How to Prepare Your Team for an AI-Driven Future
• 00:43:07 The Honest Truth About “Vibe Coding”
• 00:45:42 The Return of Cool, Personalized Digital Experiences
• 00:48:02 What Personalization Will Look Like in 2026

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

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

You’ll learn:

The #1 factor that determines whether customers return

Why customer experience is more emotional than operational

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

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

What brands get wrong when implementing AI in customer experience

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

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

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

Key Moments:

0:00 Meet John Boccuzzi, Jr.

3:20 What Customer Experience Really Is

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

10:10 Why Having a Point of View Builds Trust

15:15 Training Teams to Deliver Great CX

18:55 Scaling Emotional Customer Experiences

23:30 How AI Fits Into Customer Experience

29:55 The Power of First Impressions

33:25 How Brands Stay Relevant Today

37:15 Make the Customer Journey Simple

42:55 The Future of Personalization

49:15 Common Misconceptions About CX

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

–

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

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

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

VML’s Chief Discoverability Officer, Heather Physioc, joins host Lacey Peace to unpack how AI search, LLM overviews, social media channels, and agentic assistants are rewriting how customers find, trust, and choose brands.

We cover: the rise of zero-click results and GEO (generative engine optimization), why trust + authority beat content volume, connecting your content supply chain, and where to invest next. Practical, human-centered—and way beyond keyword stuffing.

Key Moments

00:00 Meet Heather Physioc, VML’s Chief Discoverability Officer

7:33 What Is a Chief Discoverability Officer?

10:07 Discoverability’s Role in the Modern Customer Journey

13:00 The Biggest Gaps in Marketing and CX Today

17:00 From 10 Blue Links to AI Overviews: The Timeline of Discoverability

22:00 How AI Overviews Are Changing Search Behavior

23:45 Three Shifts Defining the AI Search Revolution

27:45 Is This the Death of the Website?

28:40 Can We Track What People Search on LLMs?

30:53 Does SEO Still Matter in an AI-First World?

33:17 What Platforms Actually Matter Most Right Now

37:00 Building Trust and Authority in the Age of AI Content

40:30 The Content Supply Chain: Why Brands Struggle to Connect the Dots

43:33 The New Metrics That Actually Matter for Discoverability

45:26 Ad Buying and Sponsored Content in LLM Search

48:05 The Next Challenges Every Brand Should Prepare For

50:00 AI Assistants and the Rise of the AI Buyer

54:25 The One Fundamental Truth About Human Search Behavior

–

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

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

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

In this episode, Ben Phillips, founder of CX Alive!, explains how to transform the way your business communicates.

Drawing on two decades in customer experience and leadership, Ben breaks down why short-form, authentic content — like internal vodcasts and micro-videos — builds clarity, connection, and alignment faster than PowerPoints or all-hands meetings ever could.

We cover:

✅ How to make your CX strategy relatable and actionable

✅ The biggest communication gap between leadership and frontline teams

✅ How to communicate effectively with Gen Z employees

✅ Why podcasts and vodcasts are the future of internal engagement

✅ Why NPS and CSAT are outdated metrics — and what to measure instead

If you’re looking to improve employee engagement, CX performance, or team alignment, this conversation will change how you think about communication, storytelling, and measurement inside your organization.

#InternalCommunication #CXLeadership #CustomerExperience #EmployeeEngagement #CXStrategy #BusinessCommunication #LeadershipDevelopment #GenZAtWork #Vodcasting #StorytellingAtWork

Connect with Ben at:

• Cx-alive.com
• Ben Phillips LinkedIn

Key Moments:

0:00 Who is Ben Phillips and what is CX Alive!

4:00 How to communicate effectively with Gen Z employees

9:44 How business communication is changing

12:50 How to tell better stories

22:00 Why you only have 8 seconds to capture attention

24:00 Why podcasts and vodcasts work so well for businesses

31:00 Is NPS still relevant in 2025?

34:44 What are the best metrics to track in CX?

37:59 Are customer surveys still relevant?

41:11 AI in CX: what’s hype vs. what’s real

48:24 How to build a team that understands the “why”

51:28 Three words that separate good content from great

–

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

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

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

What if your company could launch its first AI agent in just two weeks?

That’s exactly what Mollie Bodensteiner, SVP of Operations at Engine, accomplished — and the results are game-changing: $2M in projected annual savings, a 67% lift in sales rep productivity, and CSAT scores above 90%.

Mollie shares the real story of implementing AI at scale, why ruthless prioritization matters, how to avoid the “Frankenstack” trap, and why AI should be seen as a growth enabler, not a cost-cutting exercise.

Whether you’re leading a small team or scaling globally, Mollie’s practical playbook will help you cut through the noise, drive adoption, and build AI solutions that stick. Tune in to hear how Engine’s agile approach turned imagination into execution—and why trust, people, and culture are still the ultimate differentiators.

Key Moments:

00:00 AI Philosophy & Common Challenges

02:44 Ruthless Prioritization and AI Rollout

08:04 Mollie Bodensteiner’s Background and Engine's AI Journey

14:40 AI Implementation and Customer Experience Impact

28:07 AI Agents in Sales and Coaching

34:48 AI in Professional Training and Education

38:06 Human-AI Collaboration and Adoption Challenges

48:34 Ensuring AI Quality and Risk Management

51:45 Choosing and Evaluating AI Tools

01:00:54 Underhyped AI Applications

01:03:00 Lightning Round

–

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

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

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

In this special crossover episode, Experts of Experience features a conversation from our sister podcast Marketing Trends, hosted by Stephanie Postles.

Stephanie sits down with Amber Armstrong, CMO of Salesforce Applications, to explore how AI and LLMs are changing discoverability, customer journeys, and the future of CX. Amber shares how her team is rethinking SEO for generative search, converting 40% of LLM traffic into leads, and rolling out AI agents at scale through Salesforce’s Agentforce.

If you want to understand how AI is reshaping customer expectations and how leading CMOs are adapting, this episode offers a practical playbook for the generative era.

 

Key Moments:

00:00 How AI and LLMs Are Reshaping the Marketing Funnel

03:54 Amber Armstrong’s Journey from IBM Intern to CMO at Salesforce

06:35 The Expanding Role of AI in Modern Marketing Teams

08:52 Inside Salesforce’s Guild System: How Amber Aligns Teams Across Four Clouds

17:31 Real AI Use Cases from Amber Armstrong’s Marketing Team at Salesforce

26:40 Amber Armstrong’s Playbook for Future-Proofing SEO in the Age of LLMs

30:55 How Salesforce’s Website Converts 40% of LLM Traffic into Leads

35:58 Building AI Agents at Scale: Lessons from Salesforce’s Agent Force Rollout

37:53 The Ongoing Role of Third-Party Validation in Buyer Decision-Making

39:49 Amber Armstrong on Adapting Marketing Metrics for an AI-First Future

40:40 How Salesforce Aligns Content Strategy Across Business Units

44:56 Amber Armstrong’s Advice for Getting Teams Comfortable with AI Tools

51:24 Salesforce’s Next Big Moves: Account-Based Marketing and Cross-Cloud Growth

–

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

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

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

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

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

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

Key Moments:

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

01:25 - What Are Reverse Vending Machines?

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

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

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

21:39 - How AI Optimizes Field Technician Dispatching

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

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

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

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

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

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

–

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

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

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

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

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

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

Key Moments:

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

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

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

15:58 Crafting Distinct Stories for Nine Global Haircare Brands

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

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

31:10 How L’Oreal Measures Marketing Impact

34:07 Education and Training as Brand Loyalty Drivers

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

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

51:38 Lightning Round: Quick Insights from Darienne Kennedy

–

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

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

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

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

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

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

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

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

Key Moments:  

00:00 Do Customer Service Expectations Differ Across Cultures?

06:03 Why Cultural Intelligence Is Crucial for Global Business

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

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

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

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

38:23 Globalization Strategy: Why Flexibility Beats Uniformity

39:09 How Cultural Agility Builds Better Customer Experiences

40:34 Style Switching & Cultural Intelligence in Leadership

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

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

55:12 Daily Habits That Boost Strategic Thinking & Creativity

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

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

–

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

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

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

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

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

Key Moments:  

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

03:13 The Future of Human and Digital Labor

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

19:41 Real-World Use Cases and Misconceptions

34:16 Exploring AI in Operations Management

37:12 Identifying AI-Ready Use Cases

41:44 Change Management for AI Adoption

45:35 Lessons from Early AI Adoption

01:04:29 Future of AI Agents and Predictions

–

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

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

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

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

Key Moments: 

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

–

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

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

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

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

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

Key Moments:  

00:00 Change Leadership, Innovation, and AI

04:46 Who is Carlie Bislser of McKesson?

06:13 The Role of Psychology in Leadership

14:20 Navigating Organizational Transformation

18:33 Embracing AI and Building Trust

29:12 The Growing Fear of AI in the Workplace

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

38:03 Mentorship and Community

43:13 Preparing for AI-Driven Transformation

45:43 The Human Touch in Customer Experience

50:57 Lightning Round: Quick Insights & Advice

–

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

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

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

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

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

Key Moments:  

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

05:55 Introducing Colin Strother, EVP at Rochester Electronics

09:55 Keys to Global Customer Engagement

14:07 Implementing P2P and Unified Commerce

19:47 AI and Digital Transformation at Rochester

36:34 Building Trust in Change Management

39:41 Adopting Slack for Business Efficiency

45:48 Navigating Data Integration  

53:14 Hyper-Personalization at Scale

01:01:26 Leadership and Authenticity at Rochester Electronics

–

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

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

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

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

Key Moments:  

00:00 Introduction to Casper Overbeek, citizenM Hotels

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

04:20 A Unique Loyalty Program and Digital Experience

12:52 Marriott Acquisition and Future Plans

34:27 The Importance of Human Connection in Hospitality

37:58 The Role of Feedback in Improving Services

41:22 Integrating AI in Hospitality

45:48 The Future of Customer Experience with AI

51:57 Balancing Technology and Human Touch

53:29 What's Next for citizenM?

55:42 Lightning Round and Experiences as a Customer

–

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

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

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

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

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

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

Key Moments:

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

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

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

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

34:55 Steven’s Four Pillars of Success

37:26 Examples of European Companies Excelling in Customer Experience

40:12 The Power of Small Changes in Customer Experience

46:51 Authenticity vs. Artificial Experiences

51:49 The Impact of AI on Customer Experience

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

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

–

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

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

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

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

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

Key Moments:

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

04:39 Taylor's Journey to Cybersecurity

07:49 Building & Scaling Eden Data

29:53 Current Cybersecurity Threats

39:20 Client Engagement and Cybersecurity as a Sales Strategy

45:56 Cybersecurity Training and Human Error

47:54 Leveraging AI in Cybersecurity

50:32 Future Threats and Everyday Security Tips

57:43 Recovering Trust After a Data Breach

59:35 Building a Culture of Cybersecurity

–

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

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

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

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

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

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

Key Moments:

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

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

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

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

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

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

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

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

38:12: Driving Team Engagement Through Recognition & Ownership

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

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

–

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

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

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

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

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

Key Moments: 

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

–

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

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

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

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

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

 

Key Moments: 
 

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

–

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

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

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

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

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

Key Moments:

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

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

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

13:25 How Design Thinking Transformed Cisco’s Marketing

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

36:23 Using Empathy Mapping to Build Better B2B Campaigns

38:19 Agile Marketing: Faster Cycles, Smarter Strategy

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

52:15 The Emotional Core of Customer Experience Strategy

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

–

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

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

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

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

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

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

Key Moments:

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

01:31 Why Dirty Data Is Killing Your AI Strategy

02:46 AI Adoption Starts with Empowered Employees

06:49 Joining a Cybersecurity Giant During Peak Disruption

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

14:17 Building a Culture of Rapid Experimentation

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

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

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

27:38 Smarter CX: Turning Data Into Actionable Insights

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

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

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

–

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

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

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

Key Moments: 

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

–

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

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

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

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

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

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

Key Moments:
 

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

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

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

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

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

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

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

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

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

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

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

–

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

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

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

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

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

Key Moments:

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

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

05:20: How Agentic AI Thinks and Acts

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

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

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

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

26:27: Future-Proof Your AI Strategy

29:53: Rethinking the Operating Model for AI

32:45: Upskilling is Non-Negotiable

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

36:25: Rethinking Change Management for Agentic AI

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

48:09: Building AI Responsibly: Guardrails and Risk

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

–

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

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

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

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

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

Key Moments: 
 

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

–

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

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

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

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

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

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

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

Key Moments: 

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

–

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

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

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

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

Key Moments: 

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

–

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

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

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

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

Key Moments:
 

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

02:21 Why You Should Care About Consumer Behavior Data

04:55 Bias and Misinformation in AI

06:46 Is AI More Creative Than Humans?

08:17 AI in Customer Support and Experience

12:30 Proactive AI Solutions and Customer Retention

17:12 Connect Product and Support Teams with AI

23:56 The Influence of AI on Purchasing Decisions

24:23 The Importance of Aligned OKRs

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

32:21 Implementing Agentic AI in Workflows

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

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

–

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

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

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

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

Key Moments:
 

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

01:02 Building a Movement

02:13 Why Company Culture Matters

03:35 Culture in Action: Real-World Examples

08:27 Hiring a Culture Add & Customer Obsession

17:36 Assessing and Evolving Company Culture

24:42 Understanding the Need Behind the Need

25:06 Real-World Examples of Customer Empathy

26:17 Building Relationships with Yoga Studios

29:31 Marketing Strategies and ROI

31:34 Hypothesis Testing & the Opportunities in Operational Failure

38:17 Active Listening and Empathy in Business

41:24 Impressive Brand Experiences

43:18 Mark’s Key Advice for CX Leaders

–

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

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

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

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

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

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

Key Moments: 

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

–

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

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

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

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

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

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

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

Key Moments: 

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

–

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

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

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

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

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

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

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

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

🔗 Get your free assessment now! 

https://forms.gle/VqXGtybjLhWQAsiL8

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

Key Moments:

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

–

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

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

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

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

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

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

Key Moments: 

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

–

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

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

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

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

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

--

Key Moments: 

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

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

05:12 Creating Personalized Experiences at Scale

07:58 Empowering Teams for Exceptional Service

23:08 The Role of Technology in Modern Hospitality

38:50 Employee Engagement: The Key to Customer Satisfaction

47:18 Advice for Customer Experience Leaders

–

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

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

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

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

–

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

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

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

Tune in to learn:

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

–

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

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

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

Tune in to learn:

Tune in to learn:

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

–

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

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

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

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

Key Moments:

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

–

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

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

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

Key Moments:

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

–

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

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

–

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

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

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

Tune in to hear about:

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

–

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

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

–

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

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

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

Tune in to learn:

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

–

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

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

–

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

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

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

Tune in to learn:

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

–

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

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

–

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

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

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

Tune in to learn:

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

–

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

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

–

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

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

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

Tune in to learn:

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

–

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

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

–

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

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

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

Tune in to learn:

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

–

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

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

–

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

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

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

Tune in to learn:

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

–

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

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

–

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

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

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

Key Insights:

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

–

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

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

–

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

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

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

Key Insights:

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

–

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

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

–

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

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

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

Tune in to learn:

• Balancing employee experience with customer experience is crucial for business growth.
• Reducing effort for both customers and employees is essential for improving their experiences.
• Ownership of employee experience is often fragmented across different departments.
• Collaboration between departments is necessary to create a holistic approach to experience.
• Considering employee experience is key to achieving customer satisfaction and loyalty. Tracking employee effort is as important as tracking customer effort in order to improve the overall customer experience.
• The customer effort score is a useful metric for measuring employee effort and identifying areas of improvement.
• CX leaders should influence the executive team by journey mapping customer experiences and collaborating with IT to find solutions.
• Focusing on the employee experience is crucial for enhancing both employee and customer experiences.
• AI can be a powerful tool for improving customer experience, but it requires clean and reliable data.
• Human connections and great customer service can make up for shortcomings in other areas of the customer experience.

–

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

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

–

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

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

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

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.

–

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

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

–

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

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

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

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.

–

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

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

–

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

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

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

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

–

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

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

–

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

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

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

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.

–

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

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

–

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

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

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

Tune in to learn:

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

–

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

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

–

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

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

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

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

–

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

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

–

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

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

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

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

–

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

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

–

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

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

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

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

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

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

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

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.

–

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

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

–

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

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

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

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.

–

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

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

mission.org

.

–

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

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

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

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.

–

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

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

mission.org

–

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

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

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

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.

–

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

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

–

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

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

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

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

–

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

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

–

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

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

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

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

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

Key Takeaways:

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

–

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

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

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

Key Takeaways:

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

–

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

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

mission.org

–

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

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

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

Key Takeaways:

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

–

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

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

–

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

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

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

Key Takeaways:

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

–

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

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

–

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

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

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

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

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

Tune in to learn:

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

–

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

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

–

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

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

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

Tune in to learn:

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

–

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

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

–

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

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

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

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

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

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.

--

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

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

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

–

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

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

–

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

–

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

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

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

Join 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

–

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

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

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

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

–

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

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

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

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

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

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

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

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

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

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

(00:00) Preview and Introduction

(02:28) Rogers Sports’ Influence in Canada

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

(08:33) Modern Metric Measurement Strategies & Tools

(15:06) Leveraging Data Driven Insights for Growth

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

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

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

–

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

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

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

Episodes drop every Wednesday. Subscribe now!

--

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

–

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

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

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