Experts of Experience

Dive into the future of advertising where Elizabeth Maughon unveils how empathy and AI are driving customer success.In this episode of 'Experts of Experience,' host Lauren Wood sits down with Elizabeth Maughon, Chief Customer Officer at Simpli.fi. Discover how Elizabeth and her team are revolutionizing the ad tech industry through innovative customer success strategies and AI-driven solutions. Elizabeth shares her journey in leading transformative customer experiences, offering valuable insights into the intersection of technology, empathy, and client engagement.Tune in to explore how Simpli.fi is shaping the future of advertising with its 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 to the Episode(01:11) Elizabeth Maughon's Role at Simpli.fi(02:55) Customer Approach at Simpli.fi(04:13) Implementing Servant Leadership(07:34) Nurturing Empathy in Organizations(08:09) Balancing Empathy and KPIs(11:00) Developing Strong Client Relationships(13:42) Internal Culture Impacting Client Communication(16:36) Setting Guardrails for Success(20:40) Diverse Client Support Strategies(23:47) Understanding Client Needs(26:44) Importance of Documentation and Tools(28:41) Auditing Processes for Efficiency(31:50) Harnessing AI in Simpli.fi(37:01) Exploring AI Tools(39:13) Key Factors in Effective Customer Experience(41:24) 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

Discover how technology is transforming the field of mental health and crisis response.In this episode, host Lauren Wood talks with Grant Riewe, CTO of Vibrant Emotional Health. Grant shares his journey in innovating mental health services, particularly the 988 suicide crisis lifeline, demonstrating how technology can be a powerful tool in providing life-saving support.Learn about the challenges and successes in integrating technology into mental health services. Grant delves into the development of new platforms, the expansion of service offerings, and the importance of human connection in crisis management.Tune in for an enlightening conversation on the intersection of technology and mental health with one of the leading experts in the field.If you enjoyed this episode, please be sure to rate our show 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 Guest Introduction(01:07) Grant Riewe on Vibrant Emotional Health's Mission(03:07) The Strategic Vision of 988 Lifeline(06:20) Scaling Operations and Service Expansion(09:17) Addressing Increased Demand for Mental Health Services(11:33) Technology Stack and Service Adaptation(14:34) Personalization in Crisis Response(17:32) Measuring Success and Impact(21:43) Proactive Steps in Suicide Prevention(23:30) Role of AI in Mental Health Services(27:03) Innovation and Culture in Vibrant Emotional Health(30:12) Grant's 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

Join Lauren in an enlightening conversation with Sam Wegman, the VP of Customer Experience at Univar Solutions, as they explore the intricacies of B2B customer experience in the chemical distribution industry. Sam shares her innovative strategies for building a culture that revolves around the customer-centric culture, where every employee plays a critical role in enhancing customer experience. Learn how Univar Solutions transforms its approach to customer service, the importance of empowering employees, and the use of technology in creating seamless B2B interactions. Dive into this episode for a deeper understanding of how to revolutionize customer experience in your business. If you enjoyed this episode, please be sure to rate our show 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 to Sam Wegman and Univar Solutions(01:09) Sam's Journey in Customer Experience(03:41) The 'We Are All CX' Mantra and Its Impact(06:27) The Basics of Successful Customer Experience in B2B(10:11) Servicing Diverse Customer Segments(13:38) Leveraging Technology for Enhanced CX(18:56) Handling Customer Feedback and Detractors(21:01) Cultivating Cross-Functional Collaboration(24:36) Cultivating a Customer-Centric Culture(30:30) Business Impact of CX Initiatives(34:18) Predictive Analytics and AI in CX(37:38) Advice for CX 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

Uncover the secrets of building extraordinary customer relationships in this episode with Adam Toporek, a mastermind in customer experience. In this episode, Lauren delves into Adam's unique insights on leveraging emotional connections and innovative strategies to elevate customer service. Discover how the blend of technology and empathy can transform customer interactions, and why empowering your team is crucial for success.Adam, with his deep entrepreneurial background, also touches on the evolving role of AI in customer experience and shares practical tips from his book 'Be Your Customer's Hero'. Tune in for an episode filled with actionable advice and transformative ideas, perfect for any business looking to improve their customer engagement.If you enjoyed this episode, please be sure to rate our show 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 to Adam Toporek(01:11) Adam's Background and Approach to CX(02:25) Emerging Trends in Customer Experience(04:22) The Role of Emotion in Customer Service(07:56) Identifying and Tracking Moments of Truth in CX(10:50) Insights from Adam's Book "Be Your Customer's Hero"(14:13) Solving the Employee Experience Puzzle(17:14) Defining and Implementing Employee Empowerment(23:19) Real-world Examples of Effective Empowerment(27:34) AI’s Impact on Customer Experience(31:39) The Balance Between AI and Human Interaction(35:31) Innovations in Measuring Customer Experience(39:48) Final Advice and Takeaways from Adam Toporek –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 forefront of customer success with Jan Young, a visionary in post-sale strategies. In this episode, Lauren Wood delves deep into Jan's expertise, exploring her revolutionary approach to post-sale strategies in the SaaS world. Jan, the founder and CCO of Jan Young CX, shares her unique perspective on customer-led growth and go-to-market alignment, offering invaluable insights for businesses looking to thrive in today's challenging market.Jan discusses the multifaceted nature of customer success, the importance of strategic advice post-sale, and the critical role of customer success managers. Learn about the exciting intersection of AI and customer success, and how emerging technologies are reshaping the way businesses interact with and understand their customers.Tune in for a comprehensive look at the latest trends and strategies in customer success, and how you can apply these lessons to drive your business forward.If you enjoyed this episode, please be sure to rate our show 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) Preview (00:24) Introducing Jan Young (01:10) The Misconceptions of Customer Success (04:44)The Importance of Post-Sales in SaaS(06:07) Customer Success in Diverse Industries(11:20) Navigating Market Changes and Layoffs(15:02) Aligning Customer and Company Success (26:48) AI's Impact on Customer Success: (38:09) Balancing Efficiency and Human Connection(41:17) The Concept of a Joint Customer Success Plan: (44:52) Closing Thoughts and Advice –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

Discover a new perspective on customer experience with Adrian Swinscoe, a multifaceted CX expert. In this episode, Lauren Wood dives into Adrian’s unique approach to customer experience, exploring his punk perspective on revolutionizing CX strategies. Adrian shares insights from his experience as an advisor, speaker, author, and podcast host, challenging conventional CX methods.Join us as we delve into the critical aspects of customer experience, the role of innovative technologies, and the importance of adopting a punk mindset to stand out in today’s competitive market. Adrian’s approach emphasizes simplicity, customer-centricity, and breaking free from traditional frameworks to create impactful customer experiences.Tune in to gain invaluable insights on transforming your CX approach and driving meaningful business outcomes. Adrian’s expertise and unique perspective are a must-listen for anyone looking to elevate their customer experience game. If you enjoyed this episode, please be sure to rate our show 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) Preview and Introduction (00:50) Introducing Adrian Swinscoe(02:05) The Concept of Punk CX(06:41) Addressing CX Challenges(10:32) Successful Customer Experience Stories(15:11) Apple’s Retail CX Strategy(18:08) Importance of Basic CX Principles(23:35) Building Future-focused CX(27:14) Employee Experience and Its Impact(31:00) Role of Leadership in Transforming CX(39:03) Embracing Empathy in CX(42:03) Resources for CX Leaders(45:14) How Do You Engage with Frontline Teams?(48:06) Final Advice for CX 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

Discover how Big Brothers Big Sisters leverages technology to provide innovative customer experiences and track long-term societal impact.In this episode, Lauren is joined by Adam Vasallo, CMO of Big Brothers Big Sisters of America. Adam shares how the organization, founded in 1904, creates life-changing mentorship opportunities for youth facing adversity. Learn how Big Brothers Big Sisters empowers volunteers to become mentors ("Bigs") who are matched with children ("Littles") in their communities. Adam outlines key strategies to drive awareness and recruit Bigs, including digital marketing, strategic partnerships and leveraging alumni as advocates. Discover how technology enables personalized experiences and keeps matches connected, even during the pandemic. Adam also explains Big Brothers Big Sisters' approach to CX, including journey mapping for Bigs, robust match support systems and measuring long-term societal impact through rigorous studies. Tune in for insights on youth empowerment, volunteer engagement and bringing relevance to a 100+ year old nonprofit. If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.Watch the episode on YouTube: 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) Preview (00:32) Introducing Adam Vasallo(04:30) Creating life-changing mentorship opportunities  (08:15) Recruiting and Onboarding “Bigs”(13:10) Engaging Bigs and Littles throughout the mentorship (17:56) Leveraging Technology To Enhance CX (24:01) Supporting The Mission Through The Pandemic (28:32) Measuring Long-Term Societal Impact(33:16) Leveraging Data to Improve Programs and Partners(36:55) Keys to Mapping The end-to-end CX Journey –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

​​Discover the future of customer experience with Nigel Piper, as we explore how embracing customer contact can revolutionize business support systems. Join host Lauren Wood on episode #3 of the Experts of Experience podcast as she sat down with Nigel Piper, Executive GM of Customer at Xero who oversees the customer experience of over 3.7 million subscribers worldwide. In this episode, Nigel shares his philosophy of increasing customer contact and how this fosters unparalleled customer and employee satisfaction. He divulges the innovative use of technology like machine learning, personalized video support, and system integration at Xero that empowers both the customer and the support team. Learn how Xero’s leadership balances the growth of their team with technological solutions, their shift from reactive to proactive customer engagement, and the exciting potential of Generative AI in revolutionizing customer service models. Nigel also reveals his approach to leadership, focusing on future-proofing business strategies, and fostering a company culture that emphasizes employee trust and empowerment. Watch the Full Episode on YouTube: youtube.com/@ExpertsofExperienceIf you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts. 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) Preview(00:31) Who is Nigel Piper?(03:41) Is Increasing Customer Contact Effective?(05:31) Nigel’s Approach to Customer Engagement(07:05) Exploring The Human Side of KPIs(11:13) Personalization at Scale with Machine Learning(17:30) Mastering Video Support(22:53) Is AI The Future of Customer Support?(28:12) Nigel’s Advice for CX 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

How does AI redefine customer success and sales strategies? Tune in as Matt Dixon, author of ‘The Challenger Sale’, unveils the transformative journey of customer feedback and experience.Matt Dixon is the founding partner of DCM Insights and author of The Challenger Sale and The Effortless Experience.Matt kicks things off by sharing with us his journey as a “customer experience anthropologist.” We delve into his books, with a specific focus on their key themes and the importance of comprehending customer preferences.We explore the impact of technology, specifically AI, on reshaping sales strategies. Matt explains how AI has transformed sales data analysis, enabling predictive customer insights and real-time feedback.The discussion shifts to the significance of real-time data in predicting customer satisfaction and the challenges traditional survey methods pose. Matt advocates for a new approach, emphasizing the importance of using unstructured data.To wrap things up we explore the correlation between employee experience and customer satisfaction, emphasizing the need for companies to focus on both. Matt provides valuable advice on tools that can improve the employee experience so make sure to watch till the end!If you enjoyed this episode, please be sure to rate our show 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: sfdc.co/SalesforceCustomerSuccess (00:00) Preview and Introduction(00:32) Unpacking Matt Dixon's Career & Books(03:52) From Traditional Research to AI-Driven Analysis(07:15) The Future of AI in Sales and Customer Insights(11:47) Four Major Roles of AI in Sales(16:07) Unstructured Data & Predictive Survey Scores(24:15) The Impact of Real-Time Coaching(26:26) Evolving Sales Methods & Customer Metrics(34:58) Exploring Customer & Employee Experience(41:50) CX Tools For Better 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

Join us as we dive into the world of data-driven results and customer experience with Brandon Kirk of Rogers Sports & Media. We explore how data shapes advertising and in turn enhances the customer experience.In this episode, Lauren sits down with Brandon Kirk, Vice President of Client Solutions at Rogers Sports & Media. Brandon is a sales executive with over 15 years of experience in companies such as CanWest, Time Inc., and Sports Illustrated.We kick things off by stressing on the importance of time and data in determining business results. We discuss Rogers Sports and Media’s move to content-rich partnerships to improve customer experience. We discover how Rogers leverages a large volume of data, from wireless data to set-top boxes, crafting unique advertising segments that hit right on target.The conversation flows into customer experience. Brandon breaks down the media landscape and the crucial role of feedback in driving excellence. We finish up by discussing the impact of tools like Salesforce and the influence of AI on predicting customer behaviors.Watch the Full Episode on YouTube: youtube.com/@ExpertsofExperienceIf you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts. 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) Preview and Introduction(02:28) Rogers Sports’ Influence in Canada(05:42) New Age of Advertising & Customer Engagement  (08:33) Modern Metric Measurement Strategies & Tools(15:06) Leveraging Data Driven Insights for Growth(22:51) Harnessing Tech: Salesforce, AI, and Predictive Engagements(25:52) The Role of Collaboration in Customer Experience(31:25) Future of Media: Streaming & The Rogers-Disney Collaboration –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