If your customers aren’t happy, they will let you and the whole world know. Loudly. Ever wonder how companies deliver a consistent experience that meets - and exceeds - their customer’s expectations? On this show, we’ll dive deep into the world of customer experience and share how businesses are navigating high expectations and leveraging emerging technology like AI and GPT to create the next great experience for their customers. Hosted by Lauren Wood and featuring some of the smartest business minds of the day, Experts of Experience is your go-to resource for ideas, innovation, and inspiration to level up your CX. This podcast is presented by Salesforce Customer Success.
73 episodes transcribedIn this special panel-style episode, Stephanie Postles, host of Marketing Trends and Mission Daily, joins Lauren Wood to interview Bernard Slowey, Sen...
Customer success is at a crossroads. Is it a revenue engine or just post-sales support? Is it a strategic function or a catch-all for everything custo...
Every company claims to be “customer-obsessed”. Most are obsessed with their own internal metrics, not their customers. Kevan Yalowitz, Senior Managin...
You know when a company brags about its “great culture,” but the employees look dead inside? That’s because culture isn’t what leaders say it is — it’...
Wildfires, floods, total loss — what happens when disaster strikes and people need help navigating the chaos?Gavin Blair, COO of Bright Harbor and for...
You’re either building trust or breaking it — which one are you doing?Customer experience isn’t just about service. It’s about trust. And most compani...
Most brands are doing CX wrong—and it’s costing them.The secret to getting it right? It’s not just about data, and it’s not just about empathy—it’s ab...
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...
What does it take to deliver unforgettable guest experiences at scale?Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas, shares her...
There’s nothing more frustrating than feeling misunderstood, undervalued, or out of place in a doctor’s office. That’s exactly why Northwell Health ha...
Can a focus on customer experience really drive business success? On this episode, Steve Martocci, the visionary behind SUPCO and Splice, shares why h...
Are traditional metrics like ROI failing to capture the true value of experience? Sujay Saha, President of Acquis Cortico-X, challenges the status quo...
“Limitless.” That’s how Kishan Chetan, the Executive VP and GM of Salesforce Service Cloud, describes the future of AI in customer service. Kishan Che...
Is the commoditization of technology ruining the customer experience? Can Artificial Intelligence be characterized as “Affectionate Intelligence” if i...
Mazda is redefining customer experience by putting humans at the center of everything it does. On this episode, Brad Audet, CMO of Mazda Americas, sha...
Is your company truly listening to its customers, or are you just paying lip service? On this episode, Michelle Engel, Chief Product Officer at UserTe...
Want to navigate the complexities of digital transformation successfully? In this episode, Jonathan Murray, the Chief Strategy Officer at Mod Op and c...
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 E...
Are we relying too much on technology in customer success? Sarah Parker, the SVP of Customer Success at BetterUp, discusses the balance between automa...
On this episode, Monica Trivedi, VP of Global Client Experience at JLL Technologies, discusses the importance of client experience in driving revenue...
