Experts of Experience

On this episode, Lauren interviews Alwar Pillai, the CEO and Co-founder of Fable, a company that helps organizations build accessible and inclusive technology. They discuss the importance of accessibility in technology and the challenges of building inclusive products. They also explore the role of design in accessibility and the impact of inclusive design on user experience. Plus, Alwar emphasizes the competitive advantage of accessibility and the importance of serving the largest untapped consumer segment in the world - people with disabilities.Tune in to learn:The Importance of Accessibility in TechnologyThe Key People Being Left Out in Digital ProductsThe Challenges of Building Inclusive TechnologyCreating Inspiration and Shifting PerspectivesThe Role of Design in AccessibilityThe Impact of Inclusive Design on User ExperienceAdvice for Customer Experience LeadersThe Importance of Internal Culture–Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth. Learn more about what’s possible on the Salesforce success plan website.  Mission.org is a media studio producing content for 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, Shep Hyken, a CX expert, shares insights on the importance of customer experience and the common mistakes companies make. He emphasizes the need for a customer-centric culture and the connection between employee experience and customer experience. Shep also discusses the business case for investing in customer experience and provides tips for moving from satisfactory to excellent customer experience. Additionally, he highlights the significance of the applicant experience and the role of fun in the workplace.Tune in to learn:Why customer experience is a key differentiator for businesses and can lead to increased customer loyalty and financial success.Why companies make the mistake of viewing customer service as a cost center rather than an investment that can drive growth.How to create a customer-centric culture requires leadership commitment, effective communication, training, and role modeling.Why the applicant experience is an important aspect of the employee journey and can impact the overall employee experience.The reason having fun in the workplace can improve employee engagement and contribute to a positive customer experience. Creating a happy and engaged team leads to higher employee satisfaction and productivity.Why customer experience should be a cultural philosophy, ingrained into every aspect of the organization.How to utilize open communication and transparency to build trust with customers and employees.How to prioritize customer experience in a way that leads to increased customer loyalty and business success.–Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth. Learn more about what’s possible on the salesforce success plan website. Mission.org is a media studio producing content for 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

In this conversation, Michael Bair, SVP of Customer Experience at Figs, shares insights on creating a seamless end-to-end customer experience in ecommerce. He emphasizes the importance of investing in all touchpoints of the customer journey and understanding customer expectations. Michael also discusses the key elements of a great customer experience, including on-site experience, shipping and delivery, and support. He highlights the need for clear descriptions, self-serve tools, and resolution-focused support. Tune in to learn:How to invest in all touchpoints of the customer journey to create a seamless end-to-end experience.Why to focus on clear descriptions, self-serve tools, and resolution-focused support in ecommerce.How to understand customer expectations and deliver on them to build trust and loyalty.Why employee experience is key to delivering exceptional customer experience. Creating a great work environment for customer success is crucial, as it involves solving problems for the most important person in the organization: the customer.Why clear goals and consistent communication are essential in creating a good work environment for customer success teams.Why customer satisfaction is the North Star metric for measuring customer experience, and NPS can still be a valuable tool when used consistently and transparently.Understanding that customer feedback is crucial, and how organizations should communicate that they listen and take action on customer feedback.Moving from ecommerce to retail and the required adjustments in the customer experience –Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth. Learn more about what’s possible on the salesforce success plan website. Mission.org is a media studio producing content for 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

Join us as, Megan Bednarczyk, staff product designer at Duolingo, gives us a deep dive into the use of generative AI in the language learning app and how users are getting the most out of the technology. Megan shares how GPT-4 opened up new possibilities for personalized and immersive language learning experiences and she emphasizes the importance of testing and iterating with users to ensure the effectiveness of the AI-powered features. Megan also discusses the strategies used to create an addictive and engaging experience for Duolingo users. Tune in to learn:Generative AI, such as GPT-4, has enabled Duolingo to create personalized and immersive language learning experiences.Testing and iterating with users is crucial in the development of AI-powered features.Creating an addictive and engaging experience is key to keeping users motivated and coming back to the app.Understanding the user's perspective and incorporating subject matter experts are essential in designing effective AI-powered products. Creating a fun and engaging experience is crucial for keeping users engaged and coming back to an app.Drawing inspiration from other apps and games can help incorporate gamification elements into different industries.Balancing business needs and user value is essential in monetization strategies.Using AI to solve user needs can enhance the user experience and provide personalized solutions.Avoid blindly following AI trends and instead focus on solving real problems for users.Staying informed about AI developments and experimenting with the technology can help uncover new possibilities.Starting with the user and understanding their needs is key to building successful products.–Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth. Learn more about what’s possible on the salesforce success plan website.  Mission.org is a media studio producing content for 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

How does enhancing the employee experience revolutionize customer service?Join Lauren Wood on 'Experts of Experience' as she engages with Rudi Khoury, Chief Digital Officer at Fisher and Paykel Appliances, delving into the transformative power of enhancing the employee experience to elevate customer service. In this episode, Rudi shares his journey and the pivotal role of centralizing data and innovative processes in creating a culture of excellence. Discover the crucial metrics for customer experience success, and the essence of trust, transparency, and personalization in customer service. Rudi's approach underscores the integration of customer feedback into product innovation and the empowerment of employees to deliver unparalleled customer experiences. Tune in for valuable leadership advice and the impact of focusing beyond technology on service design and vision.Don't forget to rate us on Spotify and Apple Podcasts if this conversation inspires you! Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess –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

Join host Lauren Wood as she sits down with Ethan Beute, Chief Evangelist at Follow Up Boss, as they explore the nuanced art of what it means to be an evangelist and the importance of human-centered communication.In this episode, Ethan shares his innovative approach to evangelism that transcends traditional product selling, focusing instead on cultivating a community grounded in education and shared values. Learn about how Ethan thinks about the balance between AI and human-centered communication and the power of human connection in digital touchpoints. Plus a look at the impact of design and intuition in business is highlighted through examples from Amazon and Starbucks.If this conversation sparks your interest, please don’t forget to rate us on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (0:00) Preview and Introduction(01:31) Defining the Chief Evangelist Role(04:19) Ethan's Role at Follow Up Boss(07:04) What is Human-Centered Communication?(13:09) Sales Outreach and Human-Centered Approaches(18:50) Breaking Down The Idea of Evangelism (25:43) Integrating Technology with Human-Centered Design(30:22) The Importance of Community Building in Real Estate(35:54) The Role of Chief Evangelist(41:50) Amazon and Starbucks: Consistent Customer Experiences(45:57) Closing Thoughts on 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

Explore the evolving landscape of customer experience with Jim Roth, President of Customer Success at Salesforce, in this episode of Experts of Experience.Join host Lauren Wood as she delves into the strategies of Salesforce to revolutionize customer interactions and organizational efficiency. Jim Roth shares his expertise on breaking down functional silos and integrating customer services to provide a seamless experience. Discover how Salesforce leverages digital technologies and AI to empathize with and better serve their customers. Gain insights into the importance of simplifying processes and understanding customer needs in large organizations.Tune in for a compelling discussion on transforming customer experience in the digital age.If you found this episode insightful, please rate us on Spotify and Apple Podcasts.Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess  –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

Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena.In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success.Learn about Athena's innovative approach to enhancing client experiences and how Chris's leadership is shaping the future of executive assistance. Chris shares profound insights on the relationship between successful client management and strategic delegation, emphasizing the significance of empathetic and intelligent client interactions.Tune in to discover Athena's transformative strategies in client service and delegation.If you enjoyed this episode, please rate us on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Introduction and Focus on Customer Experience (CX)(01:20) Chris's Journey to CX and Athena's Philosophy(03:37) Athena's Approach to Matching Executives and EAs(06:56) Empowering and Nurturing Executive Assistants at Athena(09:13) Onboarding Clients and the Art of Delegation(11:11) Adapting Hero's Journey in Customer Onboarding(16:47) Client Engagement and Tracking Happiness(20:45) Client-Centric Strategies and Using AI(24:31) Teaching Clients Effective Delegation(28:00) EA's Impact on Clients' Lives and Athena's Culture(30:05) Approach to Unengaged or Unhappy Clients(32:24) Tracking Client Engagement and Happiness with AI(39:00) Chris's Personal Experience with Exceptional Customer Service(41:57) Final Thoughts and Advice for Customer Experience Leaders –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

Dive into the world of creative customer experience with Ian Wishingrad, Co-Founder and CMO of Three Wishes Cereal.In this episode of Experts of Experience, Ian shares his journey from advertising to entrepreneurship, revealing how authenticity marketing strategies have shaped his customer-centric approach. He shares the challenges and triumphs of creating a customer-centric, healthy cereal brand that stands out in a competitive market. This episode is a deep dive into how customer experience, innovative packaging, and creative marketing strategies can transform a simple idea into a thriving business.Wishingrad's story is a testament to the power of vision, persistence, and customer-focused innovation in the modern business landscape. Tune in as Ian shares personal anecdotes and professional insights, offering actionable strategies to revolutionize your approach to customer experience.  Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Introduction and Ian's Background in Advertising(01:44) Transitioning from Advertising to Creating a Cereal Brand(06:09) Concept and Brand Pillars of Three Wishes Cereal(08:51) Identifying the Key Customer Base(09:45) Importance of Customer-Centric Focus(11:33) Packaging and Retail Strategy in Branding(14:15) Challenges in Personal Brand Building(16:42) Retailer Relationships and Customer Feedback(22:29) Creative Marketing During COVID-19(31:34) Leveraging 'Evergreen Zeitgeist' in Marketing(33:03) Advice for Aspiring Entrepreneurs –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

Explore the nexus of customer experience, success, and technology in the construction and real estate finance sectors in this episode of the Experts of Experience podcast.In this episode, host Lauren Wood engages in a conversation with Riley Thomas, the SVP of Markets at Built Technologies, a leader in construction and real estate finance technology. They discuss how Built Technologies is revolutionizing the industry by enhancing efficiency, collaboration, and business agility. Riley shares insights into the challenges of modernizing an antiquated industry, the strategic use of AI, and the importance of understanding customer needs to drive product development. This episode offers a deep dive into how Built Technologies is navigating the complexities of the construction and real estate sectors and their vision for the future.Tune in to learn from Riley's extensive experience and discover how Built Technologies is shaping the future of its industry with innovative solutions and a customer-centric approach.If you enjoyed this episode, please rate us on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess 00:00 Introduction and Riley Thomas' Background at Built Technologies01:25 Built Technologies' Work and Clientele02:57 Modernization of the Banking and Construction Industries05:40 Driving Adoption and Changing Work Practices07:43 Incorporating AI in Business Operations09:35 Customer Insights and Product Development11:53 Use of AI for Customer Data Synthesis and Business Development14:00 Trust and Candor in Business17:19 Customer Retention Strategies20:33 Company Culture and Employee Experience25:57 Future Vision and Impact of Built Technologies31:09 Leadership Philosophy and Employee Engagement35:26 Maintaining Positivity and Realism in Leadership39:02 Understanding and Catering to Customer Needs –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