Experts of Experience

Mission HQ
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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. 19 HR. AGO

    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 from deflecting customer interaction and how state-of-the-art tools like Agentforce are the key to providing proactive customer engagement.

    45 min
  2. #60 Storytelling 101: CMO of LG Electronics Shares the Key

    DEC 11

    #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? Louis Giagrande, CMO of LG Electronics USA, dives into these hot topics as he discusses the challenges of maintaining brand value in a market flooded with cheap alternatives. Plus, he explains what companies can do to stand out and how LG is breaking down silos and fostering collaboration to enhance customer experience.

    45 min
  3. #59 Radically Human: How Mazda is Redefining Customer Experience

    DEC 4

    #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 personalized experiences can drive brand loyalty and business success. Plus, he explores the importance of human connection in business and how it can transform customer experiences.

    43 min
  4. #58 The ROI of Listening: How Brands Are Winning with User Feedback

    NOV 27

    #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 min
  5. #57 Why Your C-Suite Needs to Embrace AI for Customer Success

    NOV 20

    #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 min
  6. #56 Why Emotional Intelligence is the Key to Customer Experience Success

    NOV 13

    #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 min
  7. #55 Unlocking Customer Success: How BetterUp Uses Data and AI to Transform Workforces

    NOV 6

    #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 min
  8. #54 How to Turn Customer Experience Into a Revenue Driver

    OCT 30

    #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 min
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4.8
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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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