“Limitless.” That’s how Kishan Chetan, the Executive VP and GM of Salesforce Service Cloud, describes the future of AI in customer service. Kishan Chetan explains why customer experience has evolved from deflecting customer interaction and how state-of-the-art tools like Agentforce are the key to providing proactive customer engagement, meaningful connection for employees and customers alike, and equitable accessibility for every type of customer. 

Whether you’re searching for that hidden, game-changing data that’s currently free-floating in an untitled spreadsheet, or you need to centralize your customer’s feedback so every department offers impeccable service, or you simply want to know how to choose, pilot, and customize the right AI tool for your business… this episode is for you.

Key Moments:

• 00:00 Introduction to Customer Efficiency
• 00:41 Transforming Customer Service with AI
• 02:06 The Limitless Future of AI
• 03:48 Proactive and Reactive AI Service
• 05:47 Introducing Agentforce
• 07:49 AI Agents vs. Chatbots
• 09:43 Human and AI Collaboration
• 17:15 Real-World Examples of AI in Action
• 22:58 Leveraging Unstructured Data for Better Operations
• 23:20 Unified Knowledge: Powering AI with Comprehensive Data
• 24:03 Challenges in Centralizing Data for AI
• 25:55 Importance of Quality Data and Human Curation
• 26:47 Practical Tips for Implementing AI in Customer Service
• 28:16 Choosing the Right Channels for Customer Interaction
• 29:21 Balancing AI and Human Interaction
• 31:37 Piloting AI Solutions for Maximum Impact
• 32:23 Creating Exceptional Customer Experiences with AI
• 36:04 Future Trends in AI and Customer Service
• 38:25 Potential Pitfalls and Considerations
• 41:34 Optimizing Customer Experience: Real-World Examples
• 44:04 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

Is the commoditization of technology ruining the customer experience? Can Artificial Intelligence be characterized as “Affectionate Intelligence” if it’s designed to respect a consumer’s boundaries? Louis Giagrande, CMO of LG Electronics USA, dives into these hot topics as he discusses the challenges of maintaining brand value in a market flooded with cheap alternatives. Plus, he explains what companies can do to stand out and how LG is breaking down silos and fostering collaboration to enhance customer experience.

Key Moments:

• 00:00 Introduction
• 01:43 Human-Centered Innovation at LG
• 03:59 Voice of Customer Program Enhancements
• 06:04 Game-Changing Data Sources
• 07:30 Integrating Marketing and Customer Support
• 08:56 Challenges in Cross-Functional Collaboration
• 10:30 Impact of Executive Alignment 
• 11:25 The Next Phase of LG 
• 13:24 Customer-Centered Innovation 
• 14:47 Proactively Providing Customer Solutions
• 16:10 LG’s Philosophy and Brand Story
• 21:37 Key to Identifying Campaign Effectiveness
• 24:25 Basics of Integrating Customer Feedback 
• 26:23 The Power and Purpose of LG Nova
• 32:04 B2B Segment Focus Brings New Opportunity 
• 34:29 Challenges in the Home Appliance Industry
• 40:36 What We Can Learn from Chewy’s Customer Service
• 42:45 Advice Every CX Leader Must Hear

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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

Mazda is redefining customer experience by putting humans at the center of everything it does. On this episode, Brad Audet, CMO of Mazda Americas, shares insights on how emotional connections and personalized experiences can drive brand loyalty and business success. Plus, he explores the importance of human connection in business and how it can transform customer experiences.

Tune in to hear about:

• Customer Experience as a Competitive Differentiator
• Omotenashi: The Concept of Radical Hospitality
• The Importance of Emotional Connection
• Bringing Human Connection into Business
• The Role of Technology in Enhancing Human Experience
• The Balance Between Technology and Human Touch
• Listening vs. Hearing in Customer Interactions
• The Importance of Tonality in Communication
• The Role of CMOs in Sustainable Development Goals

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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

Is your company truly listening to its customers, or are you just paying lip service? On this episode, Michelle Engel, Chief Product Officer at UserTesting, challenges the status quo of customer feedback and discusses the pitfalls of ignoring customer insights. She shares key strategies that top brands use to ensure their offerings resonate with real users and explains the transformative power of truly understanding your audience.

Tune in to learn:

• How integrating human insights can transform customer experiences
• Why data alone doesn't explain customer emotions and experiences
• Why personalization is key to addressing diverse customer needs
• How integrating customer insights across departments enhances strategy
• How AI can significantly speed up the process of gathering insights
• Ways technology can transform customer interactions for the better

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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

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

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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

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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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

Are we relying too much on technology in customer success? Sarah Parker, the SVP of Customer Success at BetterUp, discusses the balance between automation and human touch in customer relationships. Is it possible to scale customer success without losing the personal connection? Join us as we explore this critical debate in the industry.

Tune in to learn:

• Why data is essential for driving customer success at scale.
• The importance of AI readiness for organizations today.
• How understanding customer business context enhances service delivery.
• Why engagement strategies must focus on the end user experience.
• Why standardization in processes allows for better automation.
• How AI can enhance the capabilities of customer success teams.
• How proactive engagement can prevent churn and improve satisfaction.

–

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

On this episode, Monica Trivedi, VP of Global Client Experience at JLL Technologies, discusses the importance of client experience in driving revenue growth and the strategies she employs to enhance customer success. She emphasizes the need for understanding client ecosystems, managing a global team, and fostering cross-functional relationships. Monica also shares insights on leveraging AI to improve efficiency and the significance of creating moments of delight for clients.

Tune in to learn:

• Why client experience should be a 24/7 focus for leaders.
• How building relationships with product teams enhances collaboration.
• How AI can streamline customer support and engagement.
• The importance of meeting with your CX team.
• How to foster a customer-centric mindset

–

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

On this episode, Amanda Teder, Executive Vice President of Marketing at Generac, discusses the company's evolution from a generator manufacturer to a total energy solutions provider and she highlights the importance of customer experience and how Generac is adapting to changing consumer needs. Amanda and Lauren also dive into the role of AI in customer service, the significance of sustainable energy solutions, and the strategies for gathering customer insights.

Tune in to learn:

• Trends in the energy space
• Proactive customer engagement strategies
• The role of AI in customer service
• Balancing marketing and customer experience
• Strategies for gathering customer insights and feedback
• Advice for customer experience leaders

–

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

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.

–

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