Experts of Experience

Mission.org

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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Top 10 Experts of Experience Episodes

Goodpods has curated a list of the 10 best Experts of Experience episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to Experts of Experience for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite Experts of Experience episode by adding your comments to the episode page.

#52 Why Understanding the Customer Is The Key to Great Experiences

Experts of Experience

10/16/24 • 46 min

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.

Key Insights:

Understanding the customer and their needs is crucial in creating a great customer experience.
Data can be used to anticipate customer needs and create personalized experiences.
Effectively communicating complex products to consumers is a challenge that requires concise and compelling messaging.
Storytelling is a powerful tool in creating memorable brand experiences.
Creating a memorable customer experience requires balancing intrigue with informative content and understanding the customer journey.
Fostering a culture of innovation and prioritizing the employee experience are key to building a successful brand.
Feedback is crucial for growth and should be encouraged and acknowledged in order to create a safe space for ideas.
AI can enhance customer care and marketing, but it requires continuous iteration and data-driven decision-making.
Opinions and assumptions should be validated through customer research and feedback to ensure that products and marketing efforts meet customer needs.

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Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

#48 How To Create Great Experiences at Large-Scale Events

Experts of Experience

09/18/24 • 39 min

On this episode, Shane Beardsley, Vice President of Guest Experiences and Communications at the Jacob K. Javits Center in New York City, discusses the ever-changing landscape of convention centers and the importance of creating a great event experience. He highlights the importance of understanding the needs of different event demographics and being adaptable to meet those needs and emphasizes the value of consistency, listening to clients, and building strong relationships to ensure repeat business.

Tune in to learn:

Why Aggressive customer service and attention to detail are key in creating a great event experience.
Why understanding the needs of different event demographics and being adaptable is crucial.
The importance of consistency, listening to clients, and building strong relationships to ensure repeat business.
How the Javits Center aims to provide a seamless and enjoyable experience for all attendees.
Methods for tracking success of an event.
Why leading by example and creating a positive on-the-ground experience are crucial for customer experience leaders.

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Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

#36 Using Data to Drive Growth and Customer Satisfaction

Experts of Experience

06/26/24 • 43 min

On this episode, Karen Wood-Maris, VP of Revenue Operations at SoftBank Robotics America, discusses the impact of robotics and automation on customer experience, the role of revenue operations in customer success, and the use of data to drive growth and customer satisfaction. Karen also explores the importance of human touch in customer interactions and the potential for robotics to elevate human roles.

Key Takeaways:

The impact of robotics and automation on customer experience
The role of revenue operations in customer success
The use of data to drive growth and customer satisfaction AI's impact on data processing and customer experience
The role of robotics in elevating human roles
The importance of health metrics in tracking customer success

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Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

#37 The Need For Speed in Customer Experience

Experts of Experience

07/03/24 • 39 min

On this episode, Tom Williams, Chief Experience Officer at Discount Tire, shares his journey from a part-time tire technician to a leadership role. He emphasizes the importance of empowering employees and listening to their ideas. Plus, he explains how Discount Tire prioritizes the customer experience by introducing innovative concepts and technology.

Key Takeaways:

Empowering employees and listening to their ideas leads to great choices and better customer experiences.
How Discount Tire prioritizes the customer experience
Ways Discount Tire uses technology to empower and educate consumers in their tire-buying process.
Why Discount Tires evaluates success based on whether they are building dreams for their people and generating profits to invest in their vision for the future.
Starting with empathy is key when designing customer experiences.

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Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

#34 How John Deere is Making Technology Accessible to All Farmers

Experts of Experience

06/12/24 • 42 min

On this episode, Justin Rose, the President, Lifecycle Solutions, Supply Management, and Customer Success, John Deere, discusses the implementation of AI in customer success. He highlights the challenge of determining when and how to intervene with customers based on AI insights, without being overly prescriptive or intrusive. He emphasizes the importance of customer feedback and engagement in shaping AI solutions. Justin also addresses ethical considerations, such as safety and data security, and emphasizes the need for transparency and trust. He shares resources for AI implementation and innovation, and advises customer experience leaders to be bold and incremental in driving innovation.

Key Takeaways:

John Deere is investing in new technology to enhance the customer experience in agriculture.
Making technology accessible to all farmers through a subscription-based pricing model called Solutions as a Service.
John Deere is building a customer success function that leverages AI to deliver personalized and proactive support.
Developing agentic AI systems that can triage data, customize communications, and drive interventions for each individual customer.
The human touch is still important in areas such as initial sales, renewals, and escalations. Determining when and how to intervene with customers based on AI insights is a challenge in customer success.
Customer feedback and engagement are crucial in shaping AI solutions.
Ethical considerations, such as safety and data security, must be addressed in AI implementation.
Transparency and trust are key in building strong customer relationships.
Being bold and incremental is important in driving innovation in customer experience.

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

Experts of Experience

11/13/24 • 44 min

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?

Tune in to learn:

Why customer experience is about winning a customer, not just a transaction
The importance of emotional intelligence and why it will never be replaced by AI
How to effectively engage with customers
Why you need to build a strong internal culture in order to succeed in customer success
How AI can help predict customer behavior and improve service
Why personalization in customer service enhances loyalty
How taking risks can lead to innovation in customer experience.

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Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

#30 What Are The Biggest CX Mistakes and How To Avoid Them

Experts of Experience

05/15/24 • 50 min

On this episode, Anita Toth, the Chief Hidden Revenue Hunter at ATI, discusses churn and customer success in the B2B SaaS industry. She shares insights on common mistakes businesses make when trying to avoid churn and emphasizes the importance of building an authentic view of the product from the beginning. Anita also highlights the cost of not focusing on churn and the need to uncover hidden revenue opportunities. She discusses the limitations of NPS as a metric for measuring customer satisfaction and suggests alternative approaches.

Tune in to learn:

Why building an authentic view of the product from the beginning helps avoid customer surprises and reduces churn.
How uncovering hidden revenue opportunities is crucial for increasing customer lifetime value.
The reason NPS has limitations as a metric for measuring customer satisfaction and alternative approaches should be considered.
Why shifting the mindset from acquisition to post-sale is essential for long-term business success.
Why trusting intuition and listening to customer insights are key for customer experience leaders.

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Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

#4 Adam Vasallo: Redefining Customer Experience With Technology

Experts of Experience

11/15/23 • 38 min

Discover how Big Brothers Big Sisters leverages technology to provide innovative customer experiences and track long-term societal impact.

In this episode, Lauren is joined by Adam Vasallo, CMO of Big Brothers Big Sisters of America.

Adam shares how the organization, founded in 1904, creates life-changing mentorship opportunities for youth facing adversity. Learn how Big Brothers Big Sisters empowers volunteers to become mentors ("Bigs") who are matched with children ("Littles") in their communities.

Adam outlines key strategies to drive awareness and recruit Bigs, including digital marketing, strategic partnerships and leveraging alumni as advocates. Discover how technology enables personalized experiences and keeps matches connected, even during the pandemic. Adam also explains Big Brothers Big Sisters' approach to CX, including journey mapping for Bigs, robust match support systems and measuring long-term societal impact through rigorous studies.

Tune in for insights on youth empowerment, volunteer engagement and bringing relevance to a 100+ year old nonprofit.

If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.

Watch the episode on YouTube: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

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(00:00) Preview

(00:32) Introducing Adam Vasallo

(04:30) Creating life-changing mentorship opportunities

(08:15) Recruiting and Onboarding “Bigs”

(13:10) Engaging Bigs and Littles throughout the mentorship

(17:56) Leveraging Technology To Enhance CX

(24:01) Supporting The Mission Through The Pandemic

(28:32) Measuring Long-Term Societal Impact

(33:16) Leveraging Data to Improve Programs and Partners

(36:55) Keys to Mapping The end-to-end CX Journey

#2 Matt Dixon: Master Customer Experience with The Challenger Sale Approach

Experts of Experience

11/02/23 • 44 min

How does AI redefine customer success and sales strategies? Tune in as Matt Dixon, author of ‘The Challenger Sale’, unveils the transformative journey of customer feedback and experience.

Matt Dixon is the founding partner of DCM Insights and author of The Challenger Sale and The Effortless Experience.

Matt kicks things off by sharing with us his journey as a “customer experience anthropologist.” We delve into his books, with a specific focus on their key themes and the importance of comprehending customer preferences.

We explore the impact of technology, specifically AI, on reshaping sales strategies. Matt explains how AI has transformed sales data analysis, enabling predictive customer insights and real-time feedback.

The discussion shifts to the significance of real-time data in predicting customer satisfaction and the challenges traditional survey methods pose. Matt advocates for a new approach, emphasizing the importance of using unstructured data.

To wrap things up we explore the correlation between employee experience and customer satisfaction, emphasizing the need for companies to focus on both. Matt provides valuable advice on tools that can improve the employee experience so make sure to watch till the end!

If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1

Learn more about what’s possible on the Salesforce success plan website: sfdc.co/SalesforceCustomerSuccess

(00:00) Preview and Introduction

(00:32) Unpacking Matt Dixon's Career & Books

(03:52) From Traditional Research to AI-Driven Analysis

(07:15) The Future of AI in Sales and Customer Insights

(11:47) Four Major Roles of AI in Sales

(16:07) Unstructured Data & Predictive Survey Scores

(24:15) The Impact of Real-Time Coaching

(26:26) Evolving Sales Methods & Customer Metrics

(34:58) Exploring Customer & Employee Experience

(41:50) CX Tools For Better Customer Experience

#32 Useful Ways To Think About The Relationship Between Customer and Employee Experience

Experts of Experience

05/29/24 • 57 min

On this episode, Joey Coleman, Chief Experience Composer at Design Symphony, dissects the connection between employee experience (EX) and customer experience (CX). Joey highlights the importance of understanding the emotional journey of both customers and employees and how it impacts their experience. Plus, he emphasizes the need for organizations to prioritize both EX and CX and create a culture where everyone is responsible for creating a great human experience.

Key Takeaways:

The emotional journey of both customers and employees is crucial in shaping their experience.
Organizations should prioritize both employee experience (EX) and customer experience (CX) to improve retention and profitability.
Building personal relationships in the workplace is essential for creating a positive employee experience.
Leaders should provide training on managing remote teams and invest in bringing employees together for in-person interactions. In-person interactions are crucial for building personal bonds and strengthening emotional connections within teams and with customers.
The first 100 days of a customer's journey are critical for fostering long-term loyalty.
Investing in customer experience has a significant impact on profitability and revenue.
Empowering employees to create great experiences is essential for delivering exceptional customer service.
Mistakes can be turned into marketing opportunities by responding in a remarkable way.

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Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

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FAQ

How many episodes does Experts of Experience have?

Experts of Experience currently has 56 episodes available.

What topics does Experts of Experience cover?

The podcast is about Customer Success, Marketing, Management, Customer Service, Emotional Intelligence, Podcasts, Business and Customer Experience.

What is the most popular episode on Experts of Experience?

The episode title '#27 New Report Reveals Trends and Challenges for the Industry' is the most popular.

What is the average episode length on Experts of Experience?

The average episode length on Experts of Experience is 43 minutes.

How often are episodes of Experts of Experience released?

Episodes of Experts of Experience are typically released every 7 days.

When was the first episode of Experts of Experience?

The first episode of Experts of Experience was released on Oct 25, 2023.

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Experts of Experience

Mission.org

Top 10 Experts of Experience Episodes

FAQ

How many episodes does Experts of Experience have?

What topics does Experts of Experience cover?

What is the most popular episode on Experts of Experience?

What is the average episode length on Experts of Experience?

How often are episodes of Experts of Experience released?

When was the first episode of Experts of Experience?

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