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.

All episodes

Best episodes

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.

Stop Guessing! Win Customers Through Data AND Emotion

Experts of Experience

02/12/25 • 51 min

Most brands are doing CX wrong—and it’s costing them.

The secret to getting it right? It’s not just about data, and it’s not just about empathy—it’s about both.

In this episode, Lauren Wood sits down with Stacy Sherman, CX expert, author, and host of Doing CX Right, to break down her ‘Heart and Science’ framework. With 25 years of experience leading CX for major brands, Stacy shares the real impact of emotional intelligence, AI, and cross-functional collaboration in creating customer experiences that actually work.

They tackle the tough questions: How do you balance data and human connection? Where do most brands fail in their CX approach? And what’s the real cost of getting it wrong?

If you want practical insights, real-world stories, and actionable strategies to drive customer retention and satisfaction, this conversation is a must-listen. Stay tuned until the end for an unforgettable example of human-centered CX in action.
Are you delivering the experience your customers deserve? How far are you from your goals? Discover the gap with our Customer Experience Assessment and improve your strategy today.

🔗 Get your free assessment now!

https://forms.gle/VqXGtybjLhWQAsiL8

Check out Doing CX Right: https://doingcxright.com/

Key Moments:

00:00 Who is Stacy Sherman, CX Speaker & Expert?
02:23 Why Customer Experience is Vital to a Business’s Success
04:41 Designing Proactive & Delightful Customer Journeys
10:19 The Key to Breaking Down Silos
16:51 What is the Cost of Doing CX Wrong?
25:33 The Importance of Emotional Intelligence (EQ)
26:17 Addressing Fear & Psychological Safety in the Workplace
27:41 Human Connection & The Role of AI in CX
40:40 The Role of Accountability in Customer Service
48:27 Key Advice Every CX Leader Needs to Hear

–

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

#23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement

Experts of Experience

03/27/24 • 41 min

On this episode, Brynne Henn, the Product Marketing Lead, of the AR Development Platform at Niantic, discusses Niantic's approach to user-centric design and customer experience in developing AR products. The discussion highlights the importance of prioritizing the needs of customers and using a 'blog before you build' approach to ensure that products are built for customer needs. The conversation also delves into how AR can enhance customer experiences, the fostering of a developer community, and the significance of building trust with customers.

Tune in to learn:

How to prioritize user-centric design and customer experience in AR product development.
What is the 'blog before you build' approach and how can you use it to ensure products are built for customer needs?
How AR can enhance customer experiences through virtual try-ons, personalized advertising, and game-based experiences.
How to foster a developer community by understanding their needs and providing support.
Why you need to build trust with customers by being transparent, addressing mistakes, and valuing their feedback.
How to create a foundation for product development to streamline processes and improve efficiency.
The need to drive cross-functional collaboration by understanding team dynamics and establishing clear communication.

–

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 for 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

#18 Innovation in Education: Duolingo's Approach to Immersive Learning with Megan Bednarczyk

Experts of Experience

02/21/24 • 50 min

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.

–

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.

–

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

#14 Chris Ho's Secret to The Art of Delegation and Customer Experience

Experts of Experience

01/24/24 • 48 min

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

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

–

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

#10 Grant Riewe: Leading CX Transformation in Mental Healthcare

Experts of Experience

12/27/23 • 31 min

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

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

–

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

#12 Riley Thomas: How Does Tech Transform The Real Estate Experience?

Experts of Experience

01/10/24 • 42 min

Explore the nexus of customer experience, success, and technology in the construction and real estate finance sectors in this episode of the Experts of Experience podcast.

In this episode, host Lauren Wood engages in a conversation with Riley Thomas, the SVP of Markets at Built Technologies, a leader in construction and real estate finance technology.

They discuss how Built Technologies is revolutionizing the industry by enhancing efficiency, collaboration, and business agility. Riley shares insights into the challenges of modernizing an antiquated industry, the strategic use of AI, and the importance of understanding customer needs to drive product development.

This episode offers a deep dive into how Built Technologies is navigating the complexities of the construction and real estate sectors and their vision for the future.

Tune in to learn from Riley's extensive experience and discover how Built Technologies is shaping the future of its industry with innovative solutions and a customer-centric approach.

If you enjoyed this episode, please rate us 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: http://sfdc.co/SalesforceCustomerSuccess

00:00 Introduction and Riley Thomas' Background at Built Technologies

01:25 Built Technologies' Work and Clientele

02:57 Modernization of the Banking and Construction Industries

05:40 Driving Adoption and Changing Work Practices

07:43 Incorporating AI in Business Operations

09:35 Customer Insights and Product Development

11:53 Use of AI for Customer Data Synthesis and Business Development

14:00 Trust and Candor in Business

17:19 Customer Retention Strategies

20:33 Company Culture and Employee Experience

25:57 Future Vision and Impact of Built Technologies

31:09 Leadership Philosophy and Employee Engagement

35:26 Maintaining Positivity and Realism in Leadership

39:02 Understanding and Catering to Customer Needs

–

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

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

Experts of Experience

11/20/24 • 52 min

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.

Tune in to learn:

Why organizations often resist new technologies due to fear and uncertainty
How AI can enhance customer interactions through conversational experiences
How AI can help rehumanize business interactions with customers
Why organizations must have the right data infrastructure to leverage AI
Why employee experience must be prioritized to ensure successful transformations

–

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

LA Fires Exposed a Harsh Customer Service Truth

Experts of Experience

02/26/25 • 46 min

Wildfires, floods, total loss — what happens when disaster strikes and people need help navigating the chaos?

Gavin Blair, COO of Bright Harbor and former CX leader at Lemonade, joins Lauren Wood to break down why disaster recovery is failing the empathy test — and what needs to change.
From the California wildfires to the broken insurance system, Gavin reveals how frontline teams can rebuild trust in the moments that matter most. This conversation covers why insurance is so difficult to navigate, how Bright Harbor is reshaping disaster recovery with AI and human connection, and the simple CX strategies that can turn devastation into a structured path forward.

If you think empathy and efficiency can’t coexist in high-stakes CX, think again.

Key Moments:

00:00: Who is Gavin Blair, COO of Bright Harbor?
02:17 Bright Harbor's Mission and Inception
04:08 Challenges in Insurance CX
06:18 Empathetic CX Through Disaster Recovery
11:08: Citizens’ Optimism & Resilience After LA Fires
14:51: Training Empathetic and Responsive Teams
23:05 Role of AI in Enhancing Empathy
33:51 Why Responsiveness is the Most Important Part of CX
41:43 Gavin’s Advice for CX Leaders Everywhere

–

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

#38 How To Actually Implement AI in A Meaningful Way

Experts of Experience

07/10/24 • 51 min

On this episode, Irina Gutman, the Global Leader of Professional Services for AI at Salesforce, discusses how to support customers in transitioning to AI products and services, and she dives deep into the implementation process, change management, AI products, data organization, and job impact. Plus, Irina explains how she views the role of AI in customer service.

Key Takeaways:

AI implementation requires a consultative approach, understanding customer vision, goals, and obstacles.
Change management is crucial in addressing the impact of AI on the workforce and demystifying AI-related fears.
AI products such as generative AI, predictive AI, and automation are tailored to customer needs and integrated into the flow of work.
Data organization and cleanliness are essential for successful AI implementation, and training models and prompt engineering play a key role in AI customization.
The impact of AI on jobs involves the optimization of certain roles and the emergence of new job opportunities, requiring a shift in mindset and adaptation. AI in customer service requires human oversight and ethical considerations.
Responsible AI implementation involves risk assessment and consideration of workforce impact.
Staying updated on AI technology is essential for informed decision-making and future readiness.

–

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

#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.

–

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

Show more best episodes

FAQ

How many episodes does Experts of Experience have?

Experts of Experience currently has 73 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 45 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.

Show more FAQ

Experts of Experience

Mission.org

Top 10 Experts of Experience Episodes

Key Moments:

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?

Comments