Experts of Experience

Join host Lauren Wood as she sits down with Ethan Beute, Chief Evangelist at Follow Up Boss, as they explore the nuanced art of what it means to be an evangelist and the importance of human-centered communication.

In this episode, Ethan shares his innovative approach to evangelism that transcends traditional product selling, focusing instead on cultivating a community grounded in education and shared values. 

Learn about how Ethan thinks about the balance between AI and human-centered communication and the power of human connection in digital touchpoints. Plus a look at the impact of design and intuition in business is highlighted through examples from Amazon and Starbucks.

If this conversation sparks your interest, please don’t forget to rate us on Spotify and Apple Podcasts.

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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: http://sfdc.co/SalesforceCustomerSuccess

(0:00) Preview and Introduction

(01:31) Defining the Chief Evangelist Role

(04:19) Ethan's Role at Follow Up Boss

(07:04) What is Human-Centered Communication?

(13:09) Sales Outreach and Human-Centered Approaches

(18:50) Breaking Down The Idea of Evangelism 

(25:43) Integrating Technology with Human-Centered Design

(30:22) The Importance of Community Building in Real Estate

(35:54) The Role of Chief Evangelist

(41:50) Amazon and Starbucks: Consistent Customer Experiences

(45:57) Closing Thoughts on Customer Experience

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

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Explore the evolving landscape of customer experience with Jim Roth, President of Customer Success at Salesforce, in this episode of Experts of Experience.

Join host Lauren Wood as she delves into the strategies of Salesforce to revolutionize customer interactions and organizational efficiency. 

Jim Roth shares his expertise on breaking down functional silos and integrating customer services to provide a seamless experience. Discover how Salesforce leverages digital technologies and AI to empathize with and better serve their customers. 

Gain insights into the importance of simplifying processes and understanding customer needs in large organizations.

Tune in for a compelling discussion on transforming customer experience in the digital age.

If you found this episode insightful, 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

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

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Dive into the world of creative customer experience with Ian Wishingrad, Co-Founder and CMO of Three Wishes Cereal.

In this episode of Experts of Experience, Ian shares his journey from advertising to entrepreneurship, revealing how authenticity marketing strategies have shaped his customer-centric approach. 

He shares the challenges and triumphs of creating a customer-centric, healthy cereal brand that stands out in a competitive market. This episode is a deep dive into how customer experience, innovative packaging, and creative marketing strategies can transform a simple idea into a thriving business.

Wishingrad's story is a testament to the power of vision, persistence, and customer-focused innovation in the modern business landscape. 

Tune in as Ian shares personal anecdotes and professional insights, offering actionable strategies to revolutionize your approach to customer experience. 

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 Ian's Background in Advertising

(01:44) Transitioning from Advertising to Creating a Cereal Brand

(06:09) Concept and Brand Pillars of Three Wishes Cereal

(08:51) Identifying the Key Customer Base

(09:45) Importance of Customer-Centric Focus

(11:33) Packaging and Retail Strategy in Branding

(14:15) Challenges in Personal Brand Building

(16:42) Retailer Relationships and Customer Feedback

(22:29) Creative Marketing During COVID-19

(31:34) Leveraging 'Evergreen Zeitgeist' in Marketing

(33:03) Advice for Aspiring Entrepreneurs

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

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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

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 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

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

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Dive into the future of advertising where Elizabeth Maughon unveils how empathy and AI are driving customer success.

In this episode of 'Experts of Experience,' host Lauren Wood sits down with Elizabeth Maughon, Chief Customer Officer at Simpli.fi. 

Discover how Elizabeth and her team are revolutionizing the ad tech industry through innovative customer success strategies and AI-driven solutions. Elizabeth shares her journey in leading transformative customer experiences, offering valuable insights into the intersection of technology, empathy, and client engagement.

Tune in to explore how Simpli.fi is shaping the future of advertising with its 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

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 the Episode

(01:11) Elizabeth Maughon's Role at Simpli.fi

(02:55) Customer Approach at Simpli.fi

(04:13) Implementing Servant Leadership

(07:34) Nurturing Empathy in Organizations

(08:09) Balancing Empathy and KPIs

(11:00) Developing Strong Client Relationships

(13:42) Internal Culture Impacting Client Communication

(16:36) Setting Guardrails for Success

(20:40) Diverse Client Support Strategies

(23:47) Understanding Client Needs

(26:44) Importance of Documentation and Tools

(28:41) Auditing Processes for Efficiency

(31:50) Harnessing AI in Simpli.fi

(37:01) Exploring AI Tools

(39:13) Key Factors in Effective Customer Experience

(41:24) Advice for Customer Experience Leaders

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

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Join Lauren in an enlightening conversation with Sam Wegman, the VP of Customer Experience at Univar Solutions, as they explore the intricacies of B2B customer experience in the chemical distribution industry.

Sam shares her innovative strategies for building a culture that revolves around the customer-centric culture, where every employee plays a critical role in enhancing customer experience. Learn how Univar Solutions transforms its approach to customer service, the importance of empowering employees, and the use of technology in creating seamless B2B interactions.

Dive into this episode for a deeper understanding of how to revolutionize customer experience in your business.

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 Sam Wegman and Univar Solutions

(01:09) Sam's Journey in Customer Experience

(03:41) The 'We Are All CX' Mantra and Its Impact

(06:27) The Basics of Successful Customer Experience in B2B

(10:11) Servicing Diverse Customer Segments

(13:38) Leveraging Technology for Enhanced CX

(18:56) Handling Customer Feedback and Detractors

(21:01) Cultivating Cross-Functional Collaboration

(24:36) Cultivating a Customer-Centric Culture

(30:30) Business Impact of CX Initiatives

(34:18) Predictive Analytics and AI in CX

(37:38) Advice for CX Leaders

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

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Explore the forefront of customer success with Jan Young, a visionary in post-sale strategies. 

In this episode, Lauren Wood delves deep into Jan's expertise, exploring her revolutionary approach to post-sale strategies in the SaaS world. Jan, the founder and CCO of Jan Young CX, shares her unique perspective on customer-led growth and go-to-market alignment, offering invaluable insights for businesses looking to thrive in today's challenging market.

Jan discusses the multifaceted nature of customer success, the importance of strategic advice post-sale, and the critical role of customer success managers. Learn about the exciting intersection of AI and customer success, and how emerging technologies are reshaping the way businesses interact with and understand their customers.

Tune in for a comprehensive look at the latest trends and strategies in customer success, and how you can apply these lessons to drive your business forward.

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) Preview 

(00:24) Introducing Jan Young 

(01:10) The Misconceptions of Customer Success 

(04:44)The Importance of Post-Sales in SaaS

(06:07) Customer Success in Diverse Industries

(11:20) Navigating Market Changes and Layoffs

(15:02) Aligning Customer and Company Success 

(26:48) AI's Impact on Customer Success: 

(38:09) Balancing Efficiency and Human Connection

(41:17) The Concept of a Joint Customer Success Plan: 

(44:52) Closing Thoughts and Advice

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

Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.