Experts of Experience
If your customers aren’t happy, they will let you and the whole world know. Loudly. Ever wonder how companies deliver a consistent experience that meets - and exceeds - their customer’s expectations? On this show, we’ll dive deep into the world of customer experience and share how businesses are navigating high expectations and leveraging emerging technology like AI and GPT to create the next great experience for their customers. Hosted by Lauren Wood and featuring some of the smartest business minds of the day, Experts of Experience is your go-to resource for ideas, innovation, and inspiration to level up your CX.
This podcast is presented by Salesforce Customer Success.
Episodes (51)
The Big AI Lie & Why You Still Don’t Feel Ready
Consequence scanning. Data organization. Tech translation… Oh my!
This week, Kerry Bodine — CX consultant to name brand fortune 500 companies, founder of Bodine & Co. and co-author of Outside In —...
AI Agents Explained: Build a Digital Workforce That Works 24/7
In this special panel-style episode, Agentforce expert and Senior Vice President of Digital Success at Salesforce, Bernard Slowey, is interviewed by Lauren Wood and guest host Stephanie Postles....
5 Customer Success Trends You Can’t Ignore in 2025
Customer success is at a crossroads. Is it a revenue engine or just post-sales support? Is it a strategic function or a catch-all for everything customer-related?
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Every company claims to be “customer-obsessed”. Most are obsessed with their own internal metrics, not their customers.
Why Some Brands Become Movements (and Others Don’t)
You know when a company brags about its “great culture,” but the employees look dead inside? That’s because culture isn’t what leaders say it is — it’s what customers feel.
LA Fires Exposed a Harsh Customer Service Truth
Wildfires, floods, total loss — what happens when disaster strikes and people need help navigating the chaos?
Gavin Blair, COO of Bright Harbor and former CX leader at Lemonade, joins Lauren Wood to...
This One Thing Will Generate 400% More Customer Data
You’re either building trust or breaking it — which one are you doing?
Customer experience isn’t just about service. It’s about trust. And most companies are getting it wrong.
In this episode,...
Stop Guessing! Win Customers Through Data AND Emotion
Most brands are doing CX wrong—and it’s costing them.
The secret to getting it right? It’s not just about data, and it’s not just about empathy—it’s about both.
In this episode, Lauren Wood sits...
Tech Obsession is Failing Citizens (Rescuing Government Customer Service)
Government services don’t have to suck. (And no, robots aren’t taking over… yet.)
This week, host Lauren Wood sits down with Mike Raker, CTO of Maximus, to crack the code on using AI and machine...
You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)
What does it take to deliver unforgettable guest experiences at scale?
Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas, shares her incredible journey from a high school...
Why Customer Experience is Your Best Competitive Advantage
Can a focus on customer experience really drive business success? On this episode, Steve Martocci, the visionary behind SUPCO and Splice, shares why he believes prioritizing user needs leads to...
Return on Experience: The Secret Metric Every Business Needs to Know
Are traditional metrics like ROI failing to capture the true value of experience? Sujay Saha, President of Acquis Cortico-X, challenges the status quo and argues for a new framework: return on...
Agentforce: Why CEOs and Customers Are Asking For AI Like This!
“Limitless.” That’s how Kishan Chetan, the Executive VP and GM of Salesforce Service Cloud, describes the future of AI in customer service. Kishan Chetan explains why customer experience has evolved...
#60 Storytelling 101: CMO of LG Electronics Shares the Key
Is the commoditization of technology ruining the customer experience? Can Artificial Intelligence be characterized as “Affectionate Intelligence” if it’s designed to respect a consumer’s boundaries?...
#59 Radically Human: How Mazda is Redefining Customer Experience
Mazda is redefining customer experience by putting humans at the center of everything it does. On this episode, Brad Audet, CMO of Mazda Americas, shares insights on how emotional connections and...
#58 The ROI of Listening: How Brands Are Winning with User Feedback
Is your company truly listening to its customers, or are you just paying lip service? On this episode, Michelle Engel, Chief Product Officer at UserTesting, challenges the status quo of customer...
#57 Why Your C-Suite Needs to Embrace AI for Customer Success
Want to navigate the complexities of digital transformation successfully? In this episode, Jonathan Murray, the Chief Strategy Officer at Mod Op and co-author of Getting Digital Done, outlines a...
#56 Why Emotional Intelligence is the Key to Customer Experience Success
What does it take to truly win over customers in today's fast-paced digital landscape? Join us as Danny Pozo, Cisco’s VP of U.S. Commercial Customer Experience, shares his unique perspective on...
#55 Unlocking Customer Success: How BetterUp Uses Data and AI to Transform Workforces
Are we relying too much on technology in customer success? Sarah Parker, the SVP of Customer Success at BetterUp, discusses the balance between automation and human touch in customer relationships. Is...
#54 How to Turn Customer Experience Into a Revenue Driver
On this episode, Monica Trivedi, VP of Global Client Experience at JLL Technologies, discusses the importance of client experience in driving revenue growth and the strategies she employs to enhance...
#53 How Generac is Taking a Proactive Approach to Customer Experience
On this episode, Amanda Teder, Executive Vice President of Marketing at Generac, discusses the company's evolution from a generator manufacturer to a total energy solutions provider and she highlights...
#52 Why Understanding the Customer Is The Key to Great Experiences
On this episode, Gina Hardy, Chief Marketing and Experience Officer at Chamberlain Group, discusses the evolution of customer experience in the digital-first world. She emphasizes the importance of...
#51 Connecting CX to Key Value Metrics
On this episode, Diya Sikka, Director of NPSx, a start-up at Bain & Company, discusses the third wave of customer experience and the shift from surveys and insights to predictive analytics and...
#50 Breaking Down The Link Between Employee Experience and Customer Experience
On this episode, author and advisor Tiffani Bova shares her journey of understanding the impact of technology on customer experience and the need to consider employee experience as well. Tiffani...
#49 Why You Need to Be Easy to Do Business With
On this episode, author David Avrin discusses the importance of being easy to do business with and reducing customer friction in order to stay ahead in a competitive market. He emphasizes the shift in...
#48 How To Create Great Experiences at Large-Scale Events
On this episode, Shane Beardsley, Vice President of Guest Experiences and Communications at the Jacob K. Javits Center in New York City, discusses the ever-changing landscape of convention centers and...
#47 Instilling a Customer-First Mindset at BILL
On this episode, Sofya Pogreb, the Chief Operating Officer at BILL, discusses how BILL instills a customer-first mindset throughout the organization, the importance of customer support and experience,...
#46 Expanding FanDuel's Reach: The Power of Partnerships and Customer Experience
On this episode, Josh Ives, SVP of Customer Experience Operations at FanDuel, discusses the customer-centric strategies and innovative approaches that have contributed to the success of FanDuel in the...
#45 Creating Experiential Moments and Partnerships
On this episode, Andrea Sengara, the Head Of Marketing, Campari America, discusses the importance of storytelling in marketing and how it can create an emotional connection with consumers. She shares...
#44 Implementing AI in Customer Experience
On this episode, Meghan Hatalla, Senior Customer Experience Researcher at Veritas Technologies, discusses the use of machine learning and natural language processing to enhance user research and...
#43 Going Beyond Basic Customer Service
On this episode, Eli Weiss, VP of Retention Advocacy at Yotpo, discusses the evolving space of customer experience and SaaS, emphasizing the importance of kindness and humility in the industry. He...
#42 Preserving Human-to-Human Relationships in Retail
On this episode, George Hanson, the Chief Digital Officer at Mattress Firm, discusses how innovative technologies are revolutionizing the retail space and enhancing customer satisfaction. He...
#41 The Power of Storytelling and Design in Customer Experience
On this episode, Dane Howard, VP of Product Design at G2, discusses the impact of design on customer experience in software and he emphasizes the importance of trust and transparency in a software...
#40 Leveraging Predictive Analytics and AI for Hyper-Personalization
On this episode, Benjamin Baer, the Vice President of Product Marketing at FICO, takes us through FICO's journey from disparate technologies to developing a robust AI decision-making platform. He...
#39 Optimizing Campaigns and Driving Revenue with AI
On this episode, Alison Lindland, the CMO of Movable Ink, discusses the impact of AI on marketing teams and she emphasizes the need for teams to adapt to the changing landscape and support their...
#38 How To Actually Implement AI in A Meaningful Way
On this episode, Irina Gutman, the Global Leader of Professional Services for AI at Salesforce, discusses how to support customers in transitioning to AI products and services, and she dives deep into...
#37 The Need For Speed in Customer Experience
On this episode, Tom Williams, Chief Experience Officer at Discount Tire, shares his journey from a part-time tire technician to a leadership role. He emphasizes the importance of empowering employees...
#36 Using Data to Drive Growth and Customer Satisfaction
On this episode, Karen Wood-Maris, VP of Revenue Operations at SoftBank Robotics America, discusses the impact of robotics and automation on customer experience, the role of revenue operations in...
#35 How GNC is Shaping Product Strategy with Customer Feedback
On this episode, Michael Costello, CEO of GNC, emphasizes the importance of the customer experience in providing personalized support to customers. He also discusses the impact of customer experience...
#34 How John Deere is Making Technology Accessible to All Farmers
On this episode, Justin Rose, the President, Lifecycle Solutions, Supply Management, and Customer Success at John Deere, discusses the implementation of AI in customer success. He highlights the...
#33 The Power of Proximity in Enhancing Customer Experience
On this episode, we explore the concept of proximity and how technology is enabling products and services to be delivered faster and tailored to individual needs with authors Robert C. Wolcott &...
#32 Useful Ways To Think About The Relationship Between Customer and Employee Experience
On this episode, Joey Coleman, Chief Experience Composer at Design Symphony, dissects the connection between employee experience (EX) and customer experience (CX). Joey highlights the importance of...
#31 The Monumental Power of Genuine Empathy as a CX Tool
On this episode, Chris Zlocki, Global Head of Client Experience for Collier's Occupier Services, explores the changing landscape of commercial real estate in today’s world. Chris emphasizes the...
#30 What Are The Biggest CX Mistakes and How To Avoid Them
On this episode, Anita Toth, the Chief Hidden Revenue Hunter at ATI, discusses churn and customer success in the B2B SaaS industry. She shares insights on common mistakes businesses make when trying...
#29 How To Achieve Championship Level CX with PGA Tour Superstore's CMO
On this episode, Jill Thomas, the Chief Marketing and Customer Experience Officer for the PGA TOUR Superstore, discusses the importance of understanding the customer and creating personalized...
#28 AI and the Driving Experience: Enhancing EVs Through Smart Technology
On this episode, Eric Wood, Vice President of Product Experience at Rivian, discusses the future of EVs and software-defined vehicles, emphasizing the need for seamless integration and personalized...
#27 New Report Reveals Trends and Challenges for the Industry
On this episode, Rekha Srivatsan, VP of Product Marketing at Salesforce Service Cloud, discusses the findings of the sixth edition of the Salesforce State of Service report. The report dives into some...
#26 Secrets to Great Service at Quick-Service Restaurants
On this episode, Ryan Ostrom, the Chief Marketing Officer of Jack in the Box, discusses how the brand has separated itself from that pack in the QSR industry by placing an emphasis on speed, quality,...
#25 How Breeze Airways is Proving You Can Create Superior Flying Experiences
On this episode, Danny Cox, Vice President of Guest Experience at Breeze Airways, discusses the challenges airlines face in creating great passenger experiences. He emphasizes the need for airlines to...
#24 Customer Experience Resurgence: The MoviePass Story
On this episode, Frances Molina, the CX manager at MoviePass, discusses the history and revival of MoviePass, the challenges of resetting customer expectations, and the importance of cross-functional...
About this Podcast
Copyright
2023 Mission.org
Language
en