Experts of Experience

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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.

  1. Accenture Lead Explains Why Customers Are Leaving non-AI Companies

    13 HR AGO

    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.

    48 min
  2. Why Some Brands Become Movements (and Others Don’t)

    5 MAR

    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.

    45 min
  3. LA Fires Exposed a Harsh Customer Service Truth

    26 FEB

    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 break down why disaster recovery is failing the empathy test — and what needs to change.

    46 min
  4. This One Thing Will Generate 400% More Customer Data

    19 FEB

    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, 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.

    58 min
  5. Stop Guessing! Win Customers Through Data AND Emotion

    12 FEB

    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 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.

    52 min
  6. Tech Obsession is Failing Citizens (Rescuing Government Customer Service)

    5 FEB

    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 learning to fix customer experience nightmares — even in the most bureaucratic corners of government.

    41 min
  7. You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

    29 JAN

    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 hospitality job to leading one of the most iconic destinations in the industry.

    48 min
  8. Doctor Visits Can Be… Good Experiences? Northwell Health Talks Healthcare Without Burnout

    22 JAN

    Doctor Visits Can Be… Good Experiences? Northwell Health Talks Healthcare Without Burnout

    Experts of Experience

    43 min
See All (71)

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About

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.

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