Experts of Experience

On this episode, Dane Howard, VP of Product Design at G2, discusses the impact of design on customer experience in software and he emphasizes the importance of trust and transparency in a software marketplace like G2, where reviews play a crucial role. Plus, Dane shares insights on creating alignment and collaboration among teams, the power of storytelling in design, and the value of customer journey mapping.Tune in to learn:The Impact of Design on Customer Experience in SoftwareWhy You Should Be Bridging the Gap: Designing for Buyers and Sellers in a MarketplaceThe Role of Empathy and Emotional Connection in DesignHow to Create Alignment and Collaboration Among TeamsThe Power of Storytelling in DesignHow to Break Down Silos with Customer Journey MappingThe Importance of Reducing Friction and Increasing DelightThe Power of Useful ArtifactsMentions:G2.comdanehoward.comstandbeautiful.meBlack Players for Change Juneteenth–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, Benjamin Baer, the Vice President of Product Marketing at FICO, takes us through FICO's journey from disparate technologies to developing a robust AI decision-making platform. He explains how FICO adapts its product strategy to address the rapidly changing tech industry, the intricacies of predictive and prescriptive analytics, and the future of hyper-personalization in customer experiences.Key Takeaways:The evolution of FICO’s technology, the integration of predictive analytics, business rules engines, and optimization technologies to create a seamless solution for businesses.How prescriptive analytics helps businesses make informed decisions based on data, predicting outcomes, and optimizing responses.FICO's role as a B2B2C company, helping clients improve their customer experience using advanced analytics.The importance of building authentic, non-transactional relationships with customers to enhance loyalty and long-term engagement.Understanding the current challenges and opportunities in integrating generative AI into customer-facing solutions while ensuring regulatory compliance.Real-world applications of in-stream analytics for real-time customer engagement in various industries.The vision of a fly-by-wire enterprise, where business operations are optimized and automated through advanced analytics and decisioning technologies.The significance of integrating AI as a feature within broader business solutions, rather than as standalone products.–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, Alison Lindland, the CMO of Movable Ink, discusses the impact of AI on marketing teams and she emphasizes the need for teams to adapt to the changing landscape and support their clients throughout their journeys. Alison also shares insights on the company's customer advisory board and the value of collaborating with clients to drive product innovation.Key Takeaways:How Movable Inc. utilizes AI technology to optimize campaigns and explore new categories for individual recipientsHow AI is changing the work and structure of marketing teams, requiring them to adapt and support their clients through change management.Why employee experience is a key factor in delivering a great customer experienceWhy marketing leaders need to be comfortable with change if they want to succeed in the AI-driven landscape.–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, Irina Gutman, the Global Leader of Professional Services for AI at Salesforce, discusses how to support customers in transitioning to AI products and services, and she dives deep into the implementation process, change management, AI products, data organization, and job impact. Plus, Irina explains how she views the role of AI in customer service. Key Takeaways:AI implementation requires a consultative approach, understanding customer vision, goals, and obstacles.Change management is crucial in addressing the impact of AI on the workforce and demystifying AI-related fears.AI products such as generative AI, predictive AI, and automation are tailored to customer needs and integrated into the flow of work.Data organization and cleanliness are essential for successful AI implementation, and training models and prompt engineering play a key role in AI customization.The impact of AI on jobs involves the optimization of certain roles and the emergence of new job opportunities, requiring a shift in mindset and adaptation. AI in customer service requires human oversight and ethical considerations.Responsible AI implementation involves risk assessment and consideration of workforce impact.Staying updated on AI technology is essential for informed decision-making and future readiness.–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, Tom Williams, Chief Experience Officer at Discount Tire, shares his journey from a part-time tire technician to a leadership role. He emphasizes the importance of empowering employees and listening to their ideas. Plus, he explains how Discount Tire prioritizes the customer experience by introducing innovative concepts and technology.Key Takeaways:Empowering employees and listening to their ideas leads to great choices and better customer experiences.How Discount Tire prioritizes the customer experience Ways Discount Tire uses technology to empower and educate consumers in their tire-buying process.Why Discount Tires evaluates success based on whether they are building dreams for their people and generating profits to invest in their vision for the future.Starting with empathy is key when designing customer experiences.–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, Karen Wood-Maris, VP of Revenue Operations at SoftBank Robotics America, discusses the impact of robotics and automation on customer experience, the role of revenue operations in customer success, and the use of data to drive growth and customer satisfaction. Karen also explores the importance of human touch in customer interactions and the potential for robotics to elevate human roles.Key Takeaways:The impact of robotics and automation on customer experienceThe role of revenue operations in customer successThe use of data to drive growth and customer satisfaction AI's impact on data processing and customer experienceThe role of robotics in elevating human rolesThe importance of health metrics in tracking customer success–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, Michael Costello, CEO of GNC, emphasizes the importance of the customer experience in providing personalized support to customers. He also discusses the impact of customer experience on business growth and the challenges of creating a sticky online experience. Plus, a deep dive into the implementation of AI in customer service, the approach to innovation, and the importance of customer feedback in shaping product strategy.Key TakeawaysThe importance of customer experience in driving successful business growthThe role of GNC's coaches in providing personalized support to customersChallenges and opportunities in creating a sticky online experienceThe impact of consumer behavior on the health and wellness sectorThe evolving role of AI in customer service AI can improve customer service efficiency while still considering the human aspect of customer needs.Innovation strategy should be driven by customer health journeys and needs, with a focus on solving specific problems.Customer feedback plays a crucial role in shaping product strategy and maintaining brand loyalty.Leadership involves staying connected to the consumer and ensuring a customer-centric approach to 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, Justin Rose, the President, Lifecycle Solutions, Supply Management, and Customer Success, John Deere, discusses the implementation of AI in customer success. He highlights the challenge of determining when and how to intervene with customers based on AI insights, without being overly prescriptive or intrusive. He emphasizes the importance of customer feedback and engagement in shaping AI solutions. Justin also addresses ethical considerations, such as safety and data security, and emphasizes the need for transparency and trust. He shares resources for AI implementation and innovation, and advises customer experience leaders to be bold and incremental in driving innovation. Key Takeaways:John Deere is investing in new technology to enhance the customer experience in agriculture.Making technology accessible to all farmers through a subscription-based pricing model called Solutions as a Service.John Deere is building a customer success function that leverages AI to deliver personalized and proactive support.Developing agentic AI systems that can triage data, customize communications, and drive interventions for each individual customer.The human touch is still important in areas such as initial sales, renewals, and escalations. Determining when and how to intervene with customers based on AI insights is a challenge in customer success.Customer feedback and engagement are crucial in shaping AI solutions.Ethical considerations, such as safety and data security, must be addressed in AI implementation.Transparency and trust are key in building strong customer relationships.Being bold and incremental is important in driving innovation in customer experience.  –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, we explore the concept of proximity and how technology is enabling products and services to be delivered faster and tailored to individual needs with authors Robert C. Wolcott & Kaihan Krippendorff. They discuss real-world examples of proximity, such as vertical farming, 3D printing, and on-demand pharmaceutical production, and highlight the impact of proximity on customer experience demand, including the expectation for customization and immediacy. The conversation also touches on the sustainability benefits of proximity, such as reducing waste and greenhouse gas emissions, and the importance of cross-industry exploration and learning from other industries to stay ahead of rapidly changing customer expectations. Key Takeaways:Proximity is the ability to compress capabilities into smaller packages and distribute them closer to each moment in time and space.Technology is enabling proximity in various industries, such as vertical farming, 3D printing, and on-demand pharmaceutical production.Customer experience demands are shifting towards customization and immediacy, driven by the expectation of personalized and fast delivery.Proximity has sustainability benefits, including reducing waste and greenhouse gas emissions.Cross-industry exploration is crucial for staying ahead of rapidly changing customer expectations. Never assume you know what the customer wants; continuously challenge yourself to discover and meet their evolving needs.Understand the complete customer journey and avoid myopically focusing on your own strand in that journey.Embrace technology to enable proximity and deliver value to customers where and when they need it.Think beyond the current constraints and envision new possibilities for your company and its offerings.Facilitate workshops and conversations to encourage out-of-the-box thinking and explore the potential of proximity.–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, Joey Coleman, Chief Experience Composer at Design Symphony, dissects the connection between employee experience (EX) and customer experience (CX). Joey highlights the importance of understanding the emotional journey of both customers and employees and how it impacts their experience. Plus, he emphasizes the need for organizations to prioritize both EX and CX and create a culture where everyone is responsible for creating a great human experience. Key Takeaways:The emotional journey of both customers and employees is crucial in shaping their experience.Organizations should prioritize both employee experience (EX) and customer experience (CX) to improve retention and profitability.Building personal relationships in the workplace is essential for creating a positive employee experience.Leaders should provide training on managing remote teams and invest in bringing employees together for in-person interactions. In-person interactions are crucial for building personal bonds and strengthening emotional connections within teams and with customers.The first 100 days of a customer's journey are critical for fostering long-term loyalty.Investing in customer experience has a significant impact on profitability and revenue.Empowering employees to create great experiences is essential for delivering exceptional customer service.Mistakes can be turned into marketing opportunities by responding in a remarkable way.–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