Podcast
Experts of Experience
Hosted by Mission.org · EN
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 Lacey Peace 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.
56episodes
Episodes
Newest firstAll episodes
#52 Why Understanding the Customer Is The Key to Great Experiences
Oct 16, 202400:46:16Summary readyOn 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.
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#51 Connecting CX to Key Value Metrics
Oct 9, 202400:49:05Summary readyOn 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.
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#50 Breaking Down The Link Between Employee Experience and Customer Experience
Oct 2, 202400:48:54Summary readyOn 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.
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#49 Why You Need to Be Easy to Do Business With
Sep 25, 202400:49:40Summary readyOn 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.
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#48 How To Create Great Experiences at Large-Scale Events
Sep 18, 202400:39:36Summary readyOn 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.
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#47 Instilling a Customer-First Mindset at BILL
Sep 11, 202400:47:03Summary readyOn this episode, Sofya Pogreb, the Chief Operating Officer at BILL, discusses how BILL instills a customer-first mindset throughout the organization, the importance of customer support and experience, and how data is used to optimize customer experiences. Sofia also emphasizes the need for cross-functional collaboration and the role of the COO in championing customer focus. Tune in to learn:How to instill a customer-first mindsetThe role of the COO in championing customer focusWhy you should be measuring customer effort and employee effortThe ROI of having a customer-focusThe importance of empathy 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.
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