Experts of Experience

Mission HQ
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  • CADA SEMANA

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 Lacey Peace 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. The Trick to Aligning Tech, People & Process for Operational Success

    27 AGO

    The Trick to Aligning Tech, People & Process for Operational Success

    What happens when a fast-growing company completely rethinks how it delivers customer experience — from the inside out? Lacey Peace sits down with Phil Parbury, Service Manager at TOMRA Collection Australia, to unpack one of the most seamless and high-impact digital transformations we’ve seen in CX ops. 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

    49 min
  2. Behind the Scenes of L'Oréal’s Real-Time Marketing Machine

    13 AGO

    Behind the Scenes of L'Oréal’s Real-Time Marketing Machine

    How does a 115-year-old beauty giant keep up with TikTok trends, viral moments, and AI-powered hair tech? 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

    57 min
  3. How to Lead Brands That Translate Globally

    30 JUL

    How to Lead Brands That Translate Globally

    What does it take to build a brand that resonates across cultures… not just across markets?     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

    1 h y 20 min
  4. Digital Labor Is Now: Why 2025 Will Be a Turning Point

    23 JUL

    Digital Labor Is Now: Why 2025 Will Be a Turning Point

    2025 is the last year of human-only teams. Are you ready to lead both people and AI?   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

    48 min
  5. Why Music Makes You Buy More

    16 JUL

    Why Music Makes You Buy More

    Lauren Pufpaf, COO and Co-Founder of Feed Media, joins us to explore how music is far more than just background noise — it’s a potent driver of customer emotion, behavior, and loyalty. Lauren reveals how brands like American Eagle and fitness platforms are using curated music to create “sticky” digital experiences that boost engagement and conversions. The conversation dives into the neuroscience behind why music works so effectively in CX and how the right sound strategy can elevate everything from retail apps to telehealth waiting rooms. Hit play and discover how your brand might be missing out on a powerful emotional trigger. 🎧 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 Journey07:32 Inside Feed Media Group with COO Lauren Pufpaf11:29 How Music Hacks the Brain: Science Meets CX20:55 Music Licensing Explained (And Why It’s So Complicated)24:31 From Stores to Screens: Music in Retail and E-Commerce34:31 AI in Music: Smarter Curation, Deeper Connections40:12 Creating a Music Strategy That Fits Your Brand57:30 How Music is Transforming Healthcare Settings59:10 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

    1 h y 1 min
  6. How to Lead Change Without Losing Your Mind (or Team)

    9 JUL

    How to Lead Change Without Losing Your Mind (or Team)

    How do you lead organizational transformation when AI is moving faster than your roadmap can keep up?     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

    57 min
  7. How Engineer-Turned-Exec Creates Personal Experience At A Global Scale

    2 JUL

    How Engineer-Turned-Exec Creates Personal Experience At A Global Scale

    What do a superhero named Captain Rochester, a bold business trip to Brazil, and AI-powered sales have in common?   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

    1 h y 11 min
  8. The World’s Most Customer-Obsessed Hotel Brand

    25 JUN

    The World’s Most Customer-Obsessed Hotel Brand

    CitizenM’s CXO, CDO, and CPO (yes… all three!), Casper Overbeek, joins Lacey to reveal how one of the world’s most innovative hotel brands uses technology to empower people — not replace them. From launching a wildly successful paid loyalty program to redesigning customer journeys with AI and real-time feedback, Casper shares how CitizenM is redefining modern hospitality. Plus, he talks about their recent acquisition by Marriott, how a Slack-integrated feedback loop transformed their ops, and the loyalty that lives beyond points: the subscription model that works.   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

    1 h y 3 min
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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 Lacey Peace 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.

Información

  • Canal
    Mission HQ
  • Creador
    Mission.org
  • Años de actividad
    2023 - 2025
  • Episodios
    92
  • Clasificación
    Apto
  • Copyright
    © 2023–2025 Missions, Inc. All rights reserved.
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