Experts of Experience

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Experts of Experience

Mission.org

81 episodes

6 days ago

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.

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All content for Experts of Experience is the property of Mission.org and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

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.

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Episodes (20/81)

Experts of Experience

A Psychologist’s Take On Winning Customers: Make Them Feel Like The Hero!

Is your customer experience too easy? According to Dr. Joseph Michelli — psychologist, author of 13 books, and consultant to brands like Starbucks, Mercedes-Benz, and Ritz-Carlton — that could actually be the problem.

2 days ago

1 hour 11 minutes 15 seconds

Experts of Experience

Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!

“Brand is the promise, the experience is the reality.” This week, Lacey Peace sits down with Abhii Parakh, Head of Customer Experience at Prudential Financial, to unpack exactly how the 150 year old legacy brand created a scalable culture of empathy, innovation, and action.

1 week ago

59 minutes 16 seconds

Experts of Experience

This Marketing Exec Shut Down 90% of Their Content (& 5x’d Impact)

What happens when a marketing leader decides to halt 90% of content output? For Ben Taylor, Director of Revenue Marketing and Customer Journeys at Cisco, it wasn’t a gamble—it was a strategy.

2 weeks ago

1 hour 32 minutes 57 seconds

Experts of Experience

Your Pre-AI Processes are USELESS | AI Rules For 2025

What does it really take to build an AI-powered customer experience from the ground up? Lacey Peace sits down with Katie Bianchi, Chief Customer Officer at Palo Alto Networks, to unpack how her team rebuilt support systems for the AI era — eliminating handoffs, reducing resolution time by over 40%, and transforming how their teams work.

3 weeks ago

51 minutes 21 seconds

Experts of Experience

Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.

This episode’s a little different — and kind of emotional. Lauren Wood, our incredible host since day one, is passing the mic to the amazing Lacey Peace.

1 month ago

24 minutes 46 seconds

Experts of Experience

How to Setup AI Agents That Your Customers Will Love

Another Agentforce Guinea Pig has joined the show… She’s here to tell you if you think rolling out AI is as easy as flipping a switch, think again.

1 month ago

41 minutes 18 seconds

Experts of Experience

The Art of Conversation Design for AI Agents

Agentic AI isn’t coming — it’s here and already changing everything. Irina Gutman, Global Leader of AI Professional Services at Salesforce, breaks down what agentic AI really is and why it’s a huge leap beyond predictive and generative AI.

1 month ago

53 minutes 35 seconds

Experts of Experience

The Big AI Lie & Why You Still Don’t Feel Ready

Consequence scanning. Data organization. Tech translation… Oh my! This week, Kerry Bodine — CX consultant to name brand fortune 500 companies, founder of Bodine & Co. and co-author of Outside In — joins us to explore the seismic shifts AI is bringing to the world of CS.

1 month ago

37 minutes 20 seconds

Experts of Experience

AI Agents Explained: Build a Digital Workforce That Works 24/7

In this special panel-style episode, Agentforce expert and Senior Vice President of Digital Success at Salesforce, Bernard Slowey, is interviewed by Lauren Wood and guest host Stephanie Postles. This is your inside look at Salesforce’s rapid deployment of its revolutionary AI agent, what this means for the digital workforce revolution, and how ANY company can create a customizable, empathetic digital employee. (With no code, just natural-language prompting.)

2 months ago

1 hour 13 minutes 35 seconds

Experts of Experience

5 Customer Success Trends You Can’t Ignore in 2025

Customer success is at a crossroads. Is it a revenue engine or just post-sales support? Is it a strategic function or a catch-all for everything customer-related?

2 months ago

45 minutes 11 seconds

Experts of Experience

Accenture Lead Explains Why Customers Are Leaving non-AI Companies

Every company claims to be “customer-obsessed”. Most are obsessed with their own internal metrics, not their customers.

2 months ago

47 minutes 30 seconds

Experts of Experience

Why Some Brands Become Movements (and Others Don’t)

You know when a company brags about its “great culture,” but the employees look dead inside? That’s because culture isn’t what leaders say it is — it’s what customers feel.

2 months ago

44 minutes 30 seconds

Experts of Experience

LA Fires Exposed a Harsh Customer Service Truth

Wildfires, floods, total loss — what happens when disaster strikes and people need help navigating the chaos? Gavin Blair, COO of Bright Harbor and former CX leader at Lemonade, joins Lauren Wood to break down why disaster recovery is failing the empathy test — and what needs to change.

3 months ago

46 minutes 5 seconds

Experts of Experience

This One Thing Will Generate 400% More Customer Data

You’re either building trust or breaking it — which one are you doing? Customer experience isn’t just about service. It’s about trust. And most companies are getting it wrong. In this episode, Lauren Wood sits down with Michael Maoz, Senior VP of Innovation Strategy at Salesforce, to reveal what really drives customer loyalty — and why most brands sabotage themselves without even realizing it.

3 months ago

57 minutes 48 seconds

Experts of Experience

Stop Guessing! Win Customers Through Data AND Emotion

Most brands are doing CX wrong—and it’s costing them. The secret to getting it right? It’s not just about data, and it’s not just about empathy—it’s about both. In this episode, Lauren Wood sits down with Stacy Sherman, CX expert, author, and host of Doing CX Right, to break down her ‘Heart and Science’ framework. With 25 years of experience leading CX for major brands, Stacy shares the real impact of emotional intelligence, AI, and cross-functional collaboration in creating customer experiences that actually work.

3 months ago

51 minutes 50 seconds

Experts of Experience

Tech Obsession is Failing Citizens (Rescuing Government Customer Service)

Government services don’t have to suck. (And no, robots aren’t taking over… yet.) This week, host Lauren Wood sits down with Mike Raker, CTO of Maximus, to crack the code on using AI and machine learning to fix customer experience nightmares — even in the most bureaucratic corners of government.

3 months ago

40 minutes 55 seconds

Experts of Experience

You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right)

What does it take to deliver unforgettable guest experiences at scale? Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas, shares her incredible journey from a high school hospitality job to leading one of the most iconic destinations in the industry.

4 months ago

47 minutes 58 seconds

Experts of Experience

Doctor Visits Can Be… Good Experiences? Northwell Health Talks Healthcare Without Burnout

4 months ago

43 minutes 4 seconds

Experts of Experience

Why Customer Experience is Your Best Competitive Advantage

Can a focus on customer experience really drive business success? On this episode, Steve Martocci, the visionary behind SUPCO and Splice, shares why he believes prioritizing user needs leads to groundbreaking innovations and a loyal customer base. Plus, he describes the process to capture attention, build interest, and drive action by truly understanding your users.

4 months ago

49 minutes 53 seconds

Experts of Experience

Return on Experience: The Secret Metric Every Business Needs to Know

Are traditional metrics like ROI failing to capture the true value of experience? Sujay Saha, President of Acquis Cortico-X, challenges the status quo and argues for a new framework: return on experience. He explains why focusing solely on monetary returns can be detrimental and how a broader perspective can lead to sustainable success. Plus, Sujay debunks common myths surrounding AI in the workplace and discusses how to approach digital transformation with a values-driven mindset.

4 months ago

48 minutes 57 seconds

Experts of Experience

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.