Experts of Experience

On this episode, author David Avrin discusses the importance of being easy to do business with and reducing customer friction in order to stay ahead in a competitive market. He emphasizes the shift in customer drivers from quality and commitment to speed and convenience, plus, he highlights the common mistakes businesses make, such as assuming what works well for them works well for their customers. He also addresses the sources of friction in the customer experience, including perceived time wasted and scripted empathy without resolution. 

Tune in to learn:

• Businesses often assume what works well for them works well for their customers, but the drivers of customer choice have shifted to speed and convenience.
• The most common source of friction in the customer experience is the perception of time wasted.
• Companies should focus on resolving issues quickly and providing a positive experience to avoid negative online reviews and customer complaints.
• Being easy to do business with and minimizing customer friction can be a competitive advantage in a market where everyone is good.
• Businesses should understand customer preferences, address issues promptly, and be the safe choice to leverage customer experience as a competitive advantage. 
• Customer experience is the new marketing, and organizations need to focus on how customers feel.
• Leaders should have a finger on the pulse of customer expectations and be forward-thinking in their approach.
• There is a difference between customer experience and customer service, with customer experience encompassing every touchpoint and interaction with a brand.

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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.

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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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.

On this episode, Sofya Pogreb, the Chief Operating Officer at BILL, discusses how BILL instills a customer-first mindset throughout the organization, the importance of customer support and experience, and how data is used to optimize customer experiences. Sofia also emphasizes the need for cross-functional collaboration and the role of the COO in championing customer focus. 

Tune in to learn:

• How to instill a customer-first mindset
• The role of the COO in championing customer focus
• Why you should be measuring customer effort and employee effort
• The ROI of having a customer-focus
• The importance of empathy in customer experience

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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.

On this episode, Josh Ives, SVP of Customer Experience Operations at FanDuel, discusses the customer-centric strategies and innovative approaches that have contributed to the success of FanDuel in the highly competitive sports betting industry. He emphasizes the importance of building customer trust, protecting customers through responsible gaming programs, and creating personalized experiences. Josh also highlights the significance of partnerships in expanding the reach of FanDuel and enhancing the customer experience.

Tune in to learn:

• Why building customer trust is crucial for success in the sports betting industry.
• Why responsible gaming programs and customer protection are key strategies to drive loyalty.
• How personalization and understanding customer preferences create engaging experiences.
• How partnerships play a significant role in expanding reach and enhancing the customer experience.
• Why consistency is key in delivering great customer experiences.
• How recovery from service failures can be an opportunity to build trust and loyalty.
• Why integrating tools and technology can enhance both the customer and employee experience.

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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.

On this episode, Andrea Sengara, the Head Of Marketing, Campari America, discusses the importance of storytelling in marketing and how it can create an emotional connection with consumers. She shares examples of how Campari brands like Wild Turkey and Grand Marnier use storytelling to honor their rich history and engage consumers, and she talks about the balance between art and science in designing customer experiences and the importance of personalization and data-driven decision-making.

Tune in to learn:

• How to create experiential moments and partnerships
• The importance of connecting with Gen Z through authenticity and experiences
• Why you should be balancing art and science in designing customer experiences
• Hot to think about personalization and data-driven decision-making

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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.

 On this episode, Meghan Hatalla, Senior Customer Experience Researcher at Veritas Technologies, discusses the use of machine learning and natural language processing to enhance user research and improve customer experience. She highlights the importance of data analysis, sentiment analysis, and personalization in understanding user behavior and needs, and talks about the challenges of implementing AI in customer experience.

• The role of machine learning and AI in processing large data sets and identifying patterns in user behavior
• The importance of qualitative research in understanding user experiences and problem-solving
• How to Implementing AI in customer experience
• How to build trust and emotional connections for a positive customer experience
• Key Components of Effective Customer Interviews
• The Role of User Research in AI

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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.

On this episode, Eli Weiss, VP of Retention Advocacy at Yotpo, discusses the evolving space of customer experience and SaaS, emphasizing the importance of kindness and humility in the industry. He also discusses the importance of personalization in CX and retention, and highlights the value of leveraging data to create targeted messaging and improve the customer journey.

Tune in to learn:

• The Importance of Retention
• Finding the Balance in CX Strategies
• The Value of Great CX and Missed Opportunities
• Businesses' Perception of CX
• The Role of AI in Improving CX
• The Power of Personalization
• The Future of Messaging
• Trends in CX and Retention
• Elevating the CX and Retention Conversation

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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.

On this episode, George Hanson, the Chief Digital Officer at Mattress Firm, discusses how innovative technologies are revolutionizing the retail space and enhancing customer satisfaction. He emphasizes the importance of starting with customer needs and finding ways to transition from online to in-store experiences as seamlessly as possible. Plus, he talks about the central role of retail associates in the customer experience and the need to provide them with the tools and technology they need to succeed.

Tune in to learn:

• The Role of Sleep Experts in the Mattress Industry
• The Need to Preserve Human-to-Human Relationships in Retail
• The Importance of Building Trust and Transparency in the Age of AI
• How to Create a Seamless Online-to-Offline Experience
• How To Improve Sleep Health with Data-Driven Insights
• Why You Should Be Mastering the Art of Better Sleep

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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.

On this episode, Dane Howard, VP of Product Design at G2, discusses the impact of design on customer experience in software and he emphasizes the importance of trust and transparency in a software marketplace like G2, where reviews play a crucial role. Plus, Dane shares insights on creating alignment and collaboration among teams, the power of storytelling in design, and the value of customer journey mapping.

Tune in to learn:

• The Impact of Design on Customer Experience in Software
• Why You Should Be Bridging the Gap: Designing for Buyers and Sellers in a Marketplace
• The Role of Empathy and Emotional Connection in Design
• How to Create Alignment and Collaboration Among Teams
• The Power of Storytelling in Design
• How to Break Down Silos with Customer Journey Mapping
• The Importance of Reducing Friction and Increasing Delight
• The Power of Useful Artifacts

Mentions:

• G2.com
• danehoward.com
• standbeautiful.me
• Black Players for Change Juneteenth

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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.

On this episode, Benjamin Baer, the Vice President of Product Marketing at FICO, takes us through FICO's journey from disparate technologies to developing a robust AI decision-making platform. He explains how FICO adapts its product strategy to address the rapidly changing tech industry, the intricacies of predictive and prescriptive analytics, and the future of hyper-personalization in customer experiences.

Key Takeaways:

• The evolution of FICO’s technology, the integration of predictive analytics, business rules engines, and optimization technologies to create a seamless solution for businesses.
• How prescriptive analytics helps businesses make informed decisions based on data, predicting outcomes, and optimizing responses.
• FICO's role as a B2B2C company, helping clients improve their customer experience using advanced analytics.
• The importance of building authentic, non-transactional relationships with customers to enhance loyalty and long-term engagement.
• Understanding the current challenges and opportunities in integrating generative AI into customer-facing solutions while ensuring regulatory compliance.
• Real-world applications of in-stream analytics for real-time customer engagement in various industries.
• The vision of a fly-by-wire enterprise, where business operations are optimized and automated through advanced analytics and decisioning technologies.
• The significance of integrating AI as a feature within broader business solutions, rather than as standalone products.

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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.