Experts of Experience

Mission HQ
  • 4.8 (19)
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  • 一周一更
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. #58 The ROI of Listening: How Brands Are Winning with User Feedback

    21小时前

    #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 feedback and discusses the pitfalls of ignoring customer insights. She shares key strategies that top brands use to ensure their offerings resonate with real users and explains the transformative power of truly understanding your audience.

    48 分钟
  2. #57 Why Your C-Suite Needs to Embrace AI for Customer Success

    11月20日

    #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 step-by-step approach to integrating AI into your customer experience strategy. He explains how to build a solid data foundation and establish governance principles that will set your organization up for success. Plus, Jonathan and Lauren discuss the disconnect between leadership and customer needs, and how to bridge that gap using data-driven insights.

    52 分钟
  3. #56 Why Emotional Intelligence is the Key to Customer Experience Success

    11月13日

    #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 customer experience at Cisco. From the importance of emotional intelligence to the role of AI in CX, this episode dives deep into the strategies that can make or break customer relationships. Are you ready to rethink your approach?

    44 分钟
  4. #55 Unlocking Customer Success: How BetterUp Uses Data and AI to Transform Workforces

    11月6日

    #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 it possible to scale customer success without losing the personal connection? Join us as we explore this critical debate in the industry.

    42 分钟
  5. #54 How to Turn Customer Experience Into a Revenue Driver

    10月30日

    #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 customer success. She emphasizes the need for understanding client ecosystems, managing a global team, and fostering cross-functional relationships. Monica also shares insights on leveraging AI to improve efficiency and the significance of creating moments of delight for clients.

    47 分钟
  6. #53 How Generac is Taking a Proactive Approach to Customer Experience

    10月23日

    #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 the importance of customer experience and how Generac is adapting to changing consumer needs. Amanda and Lauren also dive into the role of AI in customer service, the significance of sustainable energy solutions, and the strategies for gathering customer insights.

    43 分钟
  7. #52 Why Understanding the Customer Is The Key to Great Experiences

    10月16日

    #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 understanding the customer and their needs, using data to anticipate needs, and effectively communicating complex products to consumers. Gina shares her experiences in marketing, including her role in shaping myQ’s product journey and successful campaigns with LeBron James and Serena Williams for Tonal. Plus, she highlights the power of storytelling in creating memorable brand experiences.

    46 分钟
  8. #51 Connecting CX to Key Value Metrics

    10月9日

    #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 data-driven value. She emphasizes the importance of not relying solely on a single metric like Net Promoter Score and highlights the need to connect CX to key value metrics. Diya also discusses the challenges of organizing and utilizing data for CX and recommends starting with use case driven approaches and leveraging existing technology.

    49 分钟
查看全部 58 集

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4.8
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关于

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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