Experts of Experience

Join us as, Megan Bednarczyk, staff product designer at Duolingo, gives us a deep dive into the use of generative AI in the language learning app and how users are getting the most out of the technology. Megan shares how GPT-4 opened up new possibilities for personalized and immersive language learning experiences and she emphasizes the importance of testing and iterating with users to ensure the effectiveness of the AI-powered features. Megan also discusses the strategies used to create an addictive and engaging experience for Duolingo users.

Tune in to learn:

• Generative AI, such as GPT-4, has enabled Duolingo to create personalized and immersive language learning experiences.
• Testing and iterating with users is crucial in the development of AI-powered features.
• Creating an addictive and engaging experience is key to keeping users motivated and coming back to the app.
• Understanding the user's perspective and incorporating subject matter experts are essential in designing effective AI-powered products. Creating a fun and engaging experience is crucial for keeping users engaged and coming back to an app.
• Drawing inspiration from other apps and games can help incorporate gamification elements into different industries.
• Balancing business needs and user value is essential in monetization strategies.
• Using AI to solve user needs can enhance the user experience and provide personalized solutions.
• Avoid blindly following AI trends and instead focus on solving real problems for users.
• Staying informed about AI developments and experimenting with the technology can help uncover new possibilities.
• Starting with the user and understanding their needs is key to building successful products.

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Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth. Learn more about what’s possible on the salesforce success plan website.

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

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Are your teams facing growing demands? Join CX leaders transforming their strategies 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

Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena.

In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success.

Learn about Athena's innovative approach to enhancing client experiences and how Chris's leadership is shaping the future of executive assistance. Chris shares profound insights on the relationship between successful client management and strategic delegation, emphasizing the significance of empathetic and intelligent client interactions.

Tune in to discover Athena's transformative strategies in client service and delegation.

If you enjoyed this episode, please rate us on Spotify and Apple Podcasts.

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

Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.

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

(00:00) Introduction and Focus on Customer Experience (CX)

(01:20) Chris's Journey to CX and Athena's Philosophy

(03:37) Athena's Approach to Matching Executives and EAs

(06:56) Empowering and Nurturing Executive Assistants at Athena

(09:13) Onboarding Clients and the Art of Delegation

(11:11) Adapting Hero's Journey in Customer Onboarding

(16:47) Client Engagement and Tracking Happiness

(20:45) Client-Centric Strategies and Using AI

(24:31) Teaching Clients Effective Delegation

(28:00) EA's Impact on Clients' Lives and Athena's Culture

(30:05) Approach to Unengaged or Unhappy Clients

(32:24) Tracking Client Engagement and Happiness with AI

(39:00) Chris's Personal Experience with Exceptional Customer Service

(41:57) Final Thoughts and Advice for Customer Experience Leaders

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Are your teams facing growing demands? Join CX leaders transforming their strategies 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

Uncover the secrets of building extraordinary customer relationships in this episode with Adam Toporek, a mastermind in customer experience.

In this episode, Lauren delves into Adam's unique insights on leveraging emotional connections and innovative strategies to elevate customer service. Discover how the blend of technology and empathy can transform customer interactions, and why empowering your team is crucial for success.

Adam, with his deep entrepreneurial background, also touches on the evolving role of AI in customer experience and shares practical tips from his book 'Be Your Customer's Hero'.

Tune in for an episode filled with actionable advice and transformative ideas, perfect for any business looking to improve their customer engagement.

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

Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.

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

(00:00) Introduction to Adam Toporek

(01:11) Adam's Background and Approach to CX

(02:25) Emerging Trends in Customer Experience

(04:22) The Role of Emotion in Customer Service

(07:56) Identifying and Tracking Moments of Truth in CX

(10:50) Insights from Adam's Book "Be Your Customer's Hero"

(14:13) Solving the Employee Experience Puzzle

(17:14) Defining and Implementing Employee Empowerment

(23:19) Real-world Examples of Effective Empowerment

(27:34) AI’s Impact on Customer Experience

(31:39) The Balance Between AI and Human Interaction

(35:31) Innovations in Measuring Customer Experience

(39:48) Final Advice and Takeaways from Adam Toporek

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Are your teams facing growing demands? Join CX leaders transforming their strategies 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

Discover how technology is transforming the field of mental health and crisis response.

In this episode, host Lauren Wood talks with Grant Riewe, CTO of Vibrant Emotional Health. Grant shares his journey in innovating mental health services, particularly the 988 suicide crisis lifeline, demonstrating how technology can be a powerful tool in providing life-saving support.

Learn about the challenges and successes in integrating technology into mental health services. Grant delves into the development of new platforms, the expansion of service offerings, and the importance of human connection in crisis management.

Tune in for an enlightening conversation on the intersection of technology and mental health with one of the leading experts in the field.

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

Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.

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

(00:00) Introduction and Guest Introduction

(01:07) Grant Riewe on Vibrant Emotional Health's Mission

(03:07) The Strategic Vision of 988 Lifeline

(06:20) Scaling Operations and Service Expansion

(09:17) Addressing Increased Demand for Mental Health Services

(11:33) Technology Stack and Service Adaptation

(14:34) Personalization in Crisis Response

(17:32) Measuring Success and Impact

(21:43) Proactive Steps in Suicide Prevention

(23:30) Role of AI in Mental Health Services

(27:03) Innovation and Culture in Vibrant Emotional Health

(30:12) Grant's Advice for Customer Experience Leaders

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Are your teams facing growing demands? Join CX leaders transforming their strategies 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

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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How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

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

–

Are your teams facing growing demands? Join CX leaders transforming their strategies 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