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.
86 episodes transcribedWhat do a superhero named Captain Rochester, a bold business trip to Brazil, and AI-powered sales have in common? Lacey sits down with Colin Strother...
CitizenM’s CXO, CDO, and CPO (yes… all three!), Casper Overbeek, joins Lacey to reveal how one of the world’s most innovative hotel brands uses techno...
What happens to marketing when AI controls the entire purchase funnel?Steven Van Belleghem, global CX thought leader, keynote speaker, and author, joi...
Think cybersecurity is just an IT issue? Think again. Eden Data founder & CEO, Taylor Hersom, joins us to expose how security is no longer just about...
What if the secret to standout marketing wasn’t found in a campaign, but in a customer service moment?Lacey Peace sits down with Geoff Ramm — internat...
Is your customer experience too easy? According to Dr. Joseph Michelli — psychologist, author of 13 books, and consultant to brands like Starbucks, Me...
“Brand is the promise, the experience is the reality.” This week, Lacey Peace sits down with Abhii Parakh, Head of Customer Experience at Prudential F...
What happens when a marketing leader decides to halt 90% of content output? For Ben Taylor, Director of Revenue Marketing and Customer Journeys at Cis...
What does it really take to build an AI-powered customer experience from the ground up?Lacey Peace sits down with Katie Bianchi, Chief Customer Office...
This episode’s a little different — and kind of emotional. Lauren Wood, our incredible host since day one, is passing the mic to the amazing Lacey Pea...
Another Agentforce Guinea Pig has joined the show… She’s here to tell you if you think rolling out AI is as easy as flipping a switch, think again.Fro...
Agentic AI isn’t coming — it’s here and already changing everything.Irina Gutman, Global Leader of AI Professional Services at Salesforce, breaks down...
Consequence scanning. Data organization. Tech translation… Oh my! This week, Kerry Bodine — CX consultant to name brand fortune 500 companies, founder...
In 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...
