Experts of Experience

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

–

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.

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.

–

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 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.

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.

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.

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.

On this episode, Diya Sikka,  Director of NPSx, a start-up at Bain & Company, discusses the third wave of customer experience and the shift from surveys and insights to predictive analytics and data-driven value. She emphasizes the importance of not relying solely on a single metric like Net Promoter Score and highlights the need to connect CX to key value metrics. Diya also discusses the challenges of organizing and utilizing data for CX and recommends starting with use case driven approaches and leveraging existing technology.

Key Insights:

• Relying solely on a single metric like NPS is not the right approach; it should be connected to key value metrics.
• Organizations should start with use-case-driven approaches and leverage existing technology to organize and utilize data for CX.
• Evaluating CX maturity can be done using the CX global standards framework, which assesses capabilities in culture, capability, and execution. 
• Data management is a critical area that companies often overlook in creating a strong customer experience.
• CX leaders should go beyond surveys and understand sentiment across the entire customer base to unlock value.
• The role of the CX leader is to be a master coordinator and facilitator across teams, driving customer-centricity and connecting the dots.
• Recognizing and empowering employees is crucial in creating a customer-centered culture.
• Creating a closed-loop feedback system and actively listening to employees' suggestions and ideas is essential.
• Best-in-class companies prioritize the customer in executive meetings and leaders actively engage with customers.

–

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, author and advisor Tiffani Bova shares her journey of understanding the impact of technology on customer experience and the need to consider employee experience as well. Tiffani emphasizes the need to reduce effort for both customers and employees, as many companies have shifted the effort from customers to employees. She highlights the importance of considering the employee experience in order to improve customer experience and achieve growth.

Tune in to learn:

• Balancing employee experience with customer experience is crucial for business growth.
• Reducing effort for both customers and employees is essential for improving their experiences.
• Ownership of employee experience is often fragmented across different departments.
• Collaboration between departments is necessary to create a holistic approach to experience.
• Considering employee experience is key to achieving customer satisfaction and loyalty. Tracking employee effort is as important as tracking customer effort in order to improve the overall customer experience.
• The customer effort score is a useful metric for measuring employee effort and identifying areas of improvement.
• CX leaders should influence the executive team by journey mapping customer experiences and collaborating with IT to find solutions.
• Focusing on the employee experience is crucial for enhancing both employee and customer experiences.
• AI can be a powerful tool for improving customer experience, but it requires clean and reliable data.
• Human connections and great customer service can make up for shortcomings in other areas of the customer experience.

–

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, 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.

–

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.

–

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.