Experts of Experience

Government services don’t have to suck. (And no, robots aren’t taking over… yet.)

This week, host Lauren Wood sits down with Mike Raker, CTO of Maximus, to crack the code on using AI and machine learning to fix customer experience nightmares — even in the most bureaucratic corners of government. 

Mike shares exactly why listening beats tech obsession every time, how to balance innovation with red tape, and why “Total Experience Management” is the secret sauce you’ve been missing. They also tackle the AI trends that matter (way beyond ChatGPT), the facepalm-worthy question Mike asks before ANY tech rollout, and how empathy became his ultimate leadership hack in a world obsessed with automation.

What are you waiting for? Press play to rethink everything you know about AI, empathy, and how Maximus is ensuring your next DMV visit feels as seamless as possible.

Key Moments: 

• 00:00 Who is Mike Raker, CTO of Maximus?
• 03:35 The Role of Innovation in CX
• 06:57 Exactly How Maximus Helps Government Services
• 08:59 Total Experience Management (TXM)
• 14:02 Balancing Innovation and Regulation
• 17:44 The Future of AI in Customer Experience
• 24:27 The Importance of Human-Centered Design in Government
• 34:11 Policy and Responsibility in AI 
• 38:16 Mike Raker’s Expert Advice & Key Takeaways

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

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What does it take to deliver unforgettable guest experiences at scale?

Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas, shares her incredible journey from a high school hospitality job to leading one of the most iconic destinations in the industry.

In this episode, Shannon breaks down how her team leverages technology like mobile check-in and AI while maintaining the personal touch that builds loyalty. She also dives into why empowering teams, fostering employee engagement, and adapting to change are essential for success in today’s fast-paced hospitality world.

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Key Moments: 

00:00 Meet Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas

02:05 Shannon's Journey: From High School to Hospitality Leader

05:12 Creating Personalized Experiences at Scale

07:58 Empowering Teams for Exceptional Service

23:08 The Role of Technology in Modern Hospitality

38:50 Employee Engagement: The Key to Customer Satisfaction

47:18 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.

There’s nothing more frustrating than feeling misunderstood, undervalued, or out of place in a doctor’s office. That’s exactly why Northwell Health has set a new standard for both physician and patient experience.  

Alyssa Scully, Assistant Vice President of Operations at Northwell Health, shares exactly how her team is transforming provider and patient experience, and their methods might surprise you… From hyperpersonalized physician referrals to patient care plans designed to bring you more fulfillment and joy — instead of simply treating symptoms of a disease — Northwell Health is redefining “care” on every level. 

Tune in to discover Northwell Health's innovative approaches to improving both patient and physician experiences, including data-driven metrics, annual award programs, patient experience transparency, and reducing day-to-day administrative burdens for doctors.

Key Moments: 
 

• 00:00 Alyssa Scully, Assistant Vice President of Operations at Northwell Health
• 00:46 Balancing Patient Experience and Operations
• 02:40 Supporting and Empowering Physicians
• 04:33 The Impact of Technological Advances in Healthcare
• 10:20 Physician Wellness Programs
• 21:17 Training and Empowering Healthcare Teams
• 36:15 Implementing Salesforce for Personalized Care
• 42:31 Creating A “Third Place” For Physicians 

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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.

Can a focus on customer experience really drive business success? On this episode, Steve Martocci, the visionary behind SUPCO and Splice, shares why he believes prioritizing user needs leads to groundbreaking innovations and a loyal customer base. Plus, he describes the process to capture attention, build interest, and drive action by truly understanding your users.

Tune in to learn:

• (0:00) Intro
• (1:37) Customer Experience as a Competitive Differentiator
• (3:01) Building Products for Yourself
• (6:35) Balancing User Experience for Different Segments
• (8:09) Inspiring New Users Through Experts
• (9:57) Creating a Diverse Set of Opinions
• (11:45) Navigating Customer Feedback and Intuition
• (13:08) Learning from User Feedback
• (14:50) Prioritizing Features Based on User Needs
• (16:22) The Importance of Team Collaboration
• (18:34) Building and Leading Teams
• (21:04) Creating an Environment for Innovation
• (25:31) Maintaining Customer Connection as You Grow
• (41:41) Building Trust with Customers
• (45:29) Recent Impressive Brand Experiences
• (49:35) 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.

Are traditional metrics like ROI failing to capture the true value of experience? Sujay Saha, President of Acquis Cortico-X, challenges the status quo and argues for a new framework: return on experience. He explains why focusing solely on monetary returns can be detrimental and how a broader perspective can lead to sustainable success. Plus, Sujay debunks common myths surrounding AI in the workplace and discusses how to approach digital transformation with a values-driven mindset.

Tune in to learn:

Tune in to learn:

• 00:00 Introduction to Customer Experience
• 01:49 The Evolution of Customer Experience
• 04:24 Key Metrics Surrounding CX Investment
• 05:32 Implementing Return on Experience (ROX)
• 08:38 Challenges in CX Metrics
• 10:03 Creating a Bespoke Measurement System
• 14:46 The Role of Leadership in Experience
• 16:20 Diagnosing Organizational Maturity
• 23:17 High Ground vs. Low Ground Thinking
• 25:41 The Importance of Aligned Purpose 
• 34:59 Curating AI According to Your Values
• 41:10 A Personal Experience With an Impressive CX Team
• 46:23 Key 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.

“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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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.

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.

–

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.

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.

–

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.

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.

–

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.

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.

–

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.