Experts of Experience

Mission HQ
  • 4.4 (28)
  • ADMINISTRACIÓN
  • 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. Why Great Leaders Communicate Like Creators

    8 OCT

    Why Great Leaders Communicate Like Creators

    Internal communication is broken. Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don’t drive action.   In this episode, Ben Phillips, founder of CX Alive!, explains how to transform the way your business communicates.   Drawing on two decades in customer experience and leadership, Ben breaks down why short-form, authentic content — like internal vodcasts and micro-videos — builds clarity, connection, and alignment faster than PowerPoints or all-hands meetings ever could.   We cover: ✅ How to make your CX strategy relatable and actionable ✅ The biggest communication gap between leadership and frontline teams ✅ How to communicate effectively with Gen Z employees ✅ Why podcasts and vodcasts are the future of internal engagement ✅ Why NPS and CSAT are outdated metrics — and what to measure instead   If you’re looking to improve employee engagement, CX performance, or team alignment, this conversation will change how you think about communication, storytelling, and measurement inside your organization.   #InternalCommunication #CXLeadership #CustomerExperience #EmployeeEngagement #CXStrategy #BusinessCommunication #LeadershipDevelopment #GenZAtWork #Vodcasting #StorytellingAtWork   Connect with Ben at: Cx-alive.comBen Phillips LinkedIn  Key Moments:   0:00 Who is Ben Phillips and what is CX Alive! 4:00 How to communicate effectively with Gen Z employees 9:44 How business communication is changing 12:50 How to tell better stories 22:00 Why you only have 8 seconds to capture attention 24:00 Why podcasts and vodcasts work so well for businesses 31:00 Is NPS still relevant in 2025? 34:44 What are the best metrics to track in CX? 37:59 Are customer surveys still relevant? 41:11 AI in CX: what’s hype vs. what’s real 48:24 How to build a team that understands the “why” 51:28 Three words that separate good content from great – 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    52 min
  2. How A 2-Week AI Agent Launch Enabled 67% Productivity Gains

    24 SEP

    How A 2-Week AI Agent Launch Enabled 67% Productivity Gains

    Description/Shownotes What if your company could launch its first AI agent in just two weeks?   That’s exactly what Mollie Bodensteiner, SVP of Operations at Engine, accomplished — and the results are game-changing: $2M in projected annual savings, a 67% lift in sales rep productivity, and CSAT scores above 90%.   Mollie shares the real story of implementing AI at scale, why ruthless prioritization matters, how to avoid the “Frankenstack” trap, and why AI should be seen as a growth enabler, not a cost-cutting exercise.   Whether you’re leading a small team or scaling globally, Mollie’s practical playbook will help you cut through the noise, drive adoption, and build AI solutions that stick. Tune in to hear how Engine’s agile approach turned imagination into execution—and why trust, people, and culture are still the ultimate differentiators.   Key Moments:   00:00 AI Philosophy & Common Challenges 02:44 Ruthless Prioritization and AI Rollout 08:04 Mollie Bodensteiner’s Background and Engine's AI Journey 14:40 AI Implementation and Customer Experience Impact 28:07 AI Agents in Sales and Coaching 34:48 AI in Professional Training and Education 38:06 Human-AI Collaboration and Adoption Challenges 48:34 Ensuring AI Quality and Risk Management 51:45 Choosing and Evaluating AI Tools 01:00:54 Underhyped AI Applications 01:03:00 Lightning Round   – 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    1 h y 9 min
  3. Salesforce Solved The SEO Issue

    10 SEP

    Salesforce Solved The SEO Issue

    AI isn’t just transforming marketing — it’s reshaping the entire customer experience. In this special crossover episode, Experts of Experience features a conversation from our sister podcast Marketing Trends, hosted by Stephanie Postles. Stephanie sits down with Amber Armstrong, CMO of Salesforce Applications, to explore how AI and LLMs are changing discoverability, customer journeys, and the future of CX. Amber shares how her team is rethinking SEO for generative search, converting 40% of LLM traffic into leads, and rolling out AI agents at scale through Salesforce’s Agentforce. If you want to understand how AI is reshaping customer expectations and how leading CMOs are adapting, this episode offers a practical playbook for the generative era.   Key Moments:   00:00 How AI and LLMs Are Reshaping the Marketing Funnel 03:54 Amber Armstrong’s Journey from IBM Intern to CMO at Salesforce 06:35 The Expanding Role of AI in Modern Marketing Teams 08:52 Inside Salesforce’s Guild System: How Amber Aligns Teams Across Four Clouds 17:31 Real AI Use Cases from Amber Armstrong’s Marketing Team at Salesforce 26:40 Amber Armstrong’s Playbook for Future-Proofing SEO in the Age of LLMs 30:55 How Salesforce’s Website Converts 40% of LLM Traffic into Leads 35:58 Building AI Agents at Scale: Lessons from Salesforce’s Agent Force Rollout 37:53 The Ongoing Role of Third-Party Validation in Buyer Decision-Making 39:49 Amber Armstrong on Adapting Marketing Metrics for an AI-First Future 40:40 How Salesforce Aligns Content Strategy Across Business Units 44:56 Amber Armstrong’s Advice for Getting Teams Comfortable with AI Tools 51:24 Salesforce’s Next Big Moves: Account-Based Marketing and Cross-Cloud 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    57 min
  4. 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    49 min
  5. 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    57 min
  6. 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    1 h y 20 min
  7. 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    48 min
  8. 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 Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

    1 h y 1 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
    95
  • Clasificación
    Apto
  • Copyright
    © 2023–2025 Missions, Inc. All rights reserved.
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    Experts of Experience

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