Experts of Experience

On 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. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

On 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. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

On 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. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

On 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. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

On 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. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

On this episode, Josh Ives, SVP of Customer Experience Operations at FanDuel, discusses the customer-centric strategies and innovative approaches that have contributed to the success of FanDuel in the highly competitive sports betting industry. He emphasizes the importance of building customer trust, protecting customers through responsible gaming programs, and creating personalized experiences. Josh also highlights the significance of partnerships in expanding the reach of FanDuel and enhancing the customer experience.Tune in to learn:Why building customer trust is crucial for success in the sports betting industry.Why responsible gaming programs and customer protection are key strategies to drive loyalty.How personalization and understanding customer preferences create engaging experiences.How partnerships play a significant role in expanding reach and enhancing the customer experience.Why consistency is key in delivering great customer experiences.How recovery from service failures can be an opportunity to build trust and loyalty.Why integrating tools and technology can enhance both the customer and employee 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. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

On this episode, Andrea Sengara, the Head Of Marketing, Campari America, discusses the importance of storytelling in marketing and how it can create an emotional connection with consumers. She shares examples of how Campari brands like Wild Turkey and Grand Marnier use storytelling to honor their rich history and engage consumers, and she talks about the balance between art and science in designing customer experiences and the importance of personalization and data-driven decision-making.Tune in to learn:How to create experiential moments and partnershipsThe importance of connecting with Gen Z through authenticity and experiencesWhy you should be balancing art and science in designing customer experiencesHot to think about personalization and data-driven decision-making–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. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

 On this episode, Meghan Hatalla, Senior Customer Experience Researcher at Veritas Technologies, discusses the use of machine learning and natural language processing to enhance user research and improve customer experience. She highlights the importance of data analysis, sentiment analysis, and personalization in understanding user behavior and needs, and talks about the challenges of implementing AI in customer experience.The role of machine learning and AI in processing large data sets and identifying patterns in user behaviorThe importance of qualitative research in understanding user experiences and problem-solvingHow to Implementing AI in customer experienceHow to build trust and emotional connections for a positive customer experienceKey Components of Effective Customer InterviewsThe Role of User Research in AI–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. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

On this episode, Eli Weiss, VP of Retention Advocacy at Yotpo, discusses the evolving space of customer experience and SaaS, emphasizing the importance of kindness and humility in the industry. He also discusses the importance of personalization in CX and retention, and highlights the value of leveraging data to create targeted messaging and improve the customer journey.Tune in to learn:The Importance of RetentionFinding the Balance in CX StrategiesThe Value of Great CX and Missed OpportunitiesBusinesses' Perception of CXThe Role of AI in Improving CXThe Power of PersonalizationThe Future of MessagingTrends in CX and RetentionElevating the CX and Retention Conversation–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. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

On this episode, George Hanson, the Chief Digital Officer at Mattress Firm, discusses how innovative technologies are revolutionizing the retail space and enhancing customer satisfaction. He emphasizes the importance of starting with customer needs and finding ways to transition from online to in-store experiences as seamlessly as possible. Plus, he talks about the central role of retail associates in the customer experience and the need to provide them with the tools and technology they need to succeed.Tune in to learn:The Role of Sleep Experts in the Mattress IndustryThe Need to Preserve Human-to-Human Relationships in RetailThe Importance of Building Trust and Transparency in the Age of AIHow to Create a Seamless Online-to-Offline ExperienceHow To Improve Sleep Health with Data-Driven InsightsWhy You Should Be Mastering the Art of Better Sleep–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. –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org