Experts of Experience

What separates companies succeeding with AI from those struggling to see results? The answer isn't the AI itself-it's the data foundation underneath it. In this episode, we explore why the companies winning with AI today are the ones that spent years cleaning, structuring, and curating their data. Our guest is Mike Hutchinson, Chief Operating Officer at Teradata, bringing 35 years of customer experience expertise across three software companies. Mike breaks down the critical gap between structured and unstructured data, why vector stores and context engines are game-changers, and how real AI use cases come from solving business problems-not from hackathons. He shares examples from banking, airlines, and Teradata's own operations, including their fully autonomous account planning system. We also look ahead to 2026 and Mike's bold prediction: this will be the year companies build agents at scale - autonomous systems that monitor, decide, and act without human intervention. Chapters/Key Moments 06:20 – The Structured vs Unstructured Data Problem 09:00 – What Companies Miss About Unstructured Data 12:00 – How AI Changes the Data Game 15:00 – Marrying Structured and Unstructured Data for Real Value 18:30 – Why Data-Ready Companies Have a Massive AI Advantage 22:00 – The Hackathon Trap: Why Most AI Use Cases Fail 26:00 – Real AI Success Story: Banking NPS Turnaround in 3 Months 28:30 – European Airline Identifies Baggage as Brand Problem 30:00 – Inside Teradata's Autonomous Account Planning System 32:00 – Preventing AI Hallucinations with Data Guardrails 35:00 – The Unsexy Work: Cleaning Data for AI 38:00 – What Companies Should Do If They're Behind on Data 40:30 – Predictive Analytics with Unlimited Parameters 44:00 – Skills That Matter in the AI Era 47:00 – Why Curiosity Beats Technical Tools 49:00 – Generational Differences in AI Adoption 52:00 – The Expertise Debate: Why Pilots Still Matter 55:00 – 2026 Prediction: The Year Autonomous Agents Go Mainstream 58:00 – What Real AI Agents Look Like (Not Just Automations) – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

How are customer expectations evolving when people are talking less, trusting less, and switching brands faster than ever? In this episode, we break down the four major shifts reshaping customer experience in 2026 and why traditional listening tactics are failing right when companies need them most. Our guest is Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute and co-creator of one of the largest global CX studies in the world. With data from 20,000 consumers across 14 countries, Isabelle reveals the surprising trends leaders cannot afford to overlook and why trust has become the real driver of customer behavior. Chapters 00:00:00 Meet Isabel Zdatny, Head of Thought Leadership at Qualtrics XM Institute 00:04:43 The Surprising State of Customer Experience Heading Into 2026 00:10:44 Why AI-Powered Customer Service Is Failing Customers 00:15:07 How to Use AI to Enhance Rather Than Replace Human Experience 00:19:41 The Silent Customer Crisis: Why Feedback Has Dropped to All-Time Lows 00:25:03 Conversational Surveys and Predictive Models: The Future of Customer Listening 00:34:55 Why Value Alone Won't Keep Customers Loyal in 2026 00:38:18 The Trust Equation: How Economic Uncertainty Changes Customer Behavior 00:42:51 The Personalization Paradox: Consumers Want It But Don't Trust It 00:54:10 What Will Surprise Us Most About 2026: Two Wildly Different Predictions – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

How are customer expectations evolving when people are talking less, trusting less, and switching brands faster than ever? In this episode, we break down the four major shifts reshaping customer experience in 2026 and why traditional listening tactics are failing right when companies need them most. Our guest is Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute and co-creator of one of the largest global CX studies in the world. With data from 20,000 consumers across 14 countries, Isabelle reveals the surprising trends leaders cannot afford to overlook and why trust has become the real driver of customer behavior. You will learn: Why customer satisfaction is rising even as feedback collapses Why AI powered customer service is the lowest rated AI use case today How conversational surveys uncover issues traditional surveys never capture Why value brings customers in but service quality keeps them loyal What customers actually want from personalization and why most do not trust it What CX leaders must understand to rebuild trust in the year ahead If you lead customer experience, insights, digital transformation, or AI adoption, this conversation will reshape how you think about listening to customers and earning loyalty in 2026. Chapters/Key Moments 00:00 – When AI Becomes the First Impression for Customers 03:12 – The Signals Customers Are Reacting To (Even If They Don’t Say It) 06:24 – Why Customer Expectations Keep Rising Every Year 09:36 – The Gap Between Better Metrics and Worse Experiences 12:48 – Where Trust Starts to Erode in AI-Driven Interactions 16:00 – When Efficiency Helps the Business but Hurts the Customer 19:12 – How Loyalty Becomes Purely Transactional 22:24 – Why Customers Are Choosing Silence Over Feedback 25:36 – What Customer Silence Is Really Telling Brands 28:48 – The Limits of Surveys and Traditional Listening 32:00 – How Some Companies Are Rebuilding Empathy at Scale 35:12 – When Technology Improves Experience and When It Gets in the Way 38:24 – Rethinking Customer Experience From a Blank Slate 41:36 – What Customers Will Expect From Brands Next 44:48 – The Future of Trust, Transparency, and Customer Experience – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Wondersauce CEO and Co-Founder John Sampogna breaks down what today’s customer really expects - and how brands can stand out when AI overviews and LLMs shape the journey long before anyone reaches your website. You’ll learn: How AI is rewriting customer behavior Why your website may no longer be the front door The two paths brands can take in 2026 How to design digital and in-person experiences people actually want How to stay relevant in an AI-first era (hint: it might mean LESS AI) Watch Next: https://youtu.be/rgNCaTYkXCE Chapters 00:00:00 Meet John Sampogna, Wondersauce CEO and Co-Founder 00:08:41 Why Brands Need an Outside Perspective to Stay Relevant 00:11:27 How AI Is Changing Customer Behavior 00:15:32 How to Stand Out When AI Summaries Flatten Every Brand 00:20:22 The Rise of Analog Experiences (and Why They Matter) 00:25:52 How to Choose Which AI Tools Are Worth Your Time 00:38:12 How to Prepare Your Team for an AI-Driven Future 00:43:07 The Honest Truth About “Vibe Coding” 00:45:42 The Return of Cool, Personalized Digital Experiences 00:48:02 What Personalization Will Look Like in 2026 – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

How do brands create customers who stay for years or even decades? In this episode, we break down the model behind lifelong loyalty, emotional connection, and trust-based customer experience - the kind that drives repeat revenue, referrals, and real brand love. Our guest is John Boccuzzi, Jr., CX leader, speaker, author of The Art of Seducing Your Customers, and President of ISG Research. With 30+ years studying how companies build trust and deliver memorable customer experiences, John shares the frameworks and stories that prove: CX is not a cost center — it’s a growth engine. You’ll learn: The #1 factor that determines whether customers return Why customer experience is more emotional than operational The “Ruth Story” - how one pair of glasses changed John’s entire view on CX How to scale empathy, trust, and personalization across big organizations What brands get wrong when implementing AI in customer experience The future of CX and what will matter most in the next 12 months If you lead customer experience, marketing, service, brand, or product, this conversation will reshape how you think about delivering value. Watch Next: https://www.youtube.com/watch?v=rgNCaTYkXCE&t=1864s Key Moments: 0:00 Meet John Boccuzzi, Jr. 3:20 What Customer Experience Really Is 5:20 The “Ruth Story”: Creating Emotional Loyalty 10:10 Why Having a Point of View Builds Trust 15:15 Training Teams to Deliver Great CX 18:55 Scaling Emotional Customer Experiences 23:30 How AI Fits Into Customer Experience 29:55 The Power of First Impressions 33:25 How Brands Stay Relevant Today 37:15 Make the Customer Journey Simple 42:55 The Future of Personalization 49:15 Common Misconceptions About CX 50:27 A Trend to Bet On (That Isn’t AI) – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Discoverability isn’t “just SEO” anymore. It’s the entire customer journey. VML’s Chief Discoverability Officer, Heather Physioc, joins host Lacey Peace to unpack how AI search, LLM overviews, social media channels, and agentic assistants are rewriting how customers find, trust, and choose brands. We cover: the rise of zero-click results and GEO (generative engine optimization), why trust + authority beat content volume, connecting your content supply chain, and where to invest next. Practical, human-centered—and way beyond keyword stuffing. Key Moments 00:00 Meet Heather Physioc, VML’s Chief Discoverability Officer 7:33 What Is a Chief Discoverability Officer? 10:07 Discoverability’s Role in the Modern Customer Journey 13:00 The Biggest Gaps in Marketing and CX Today 17:00 From 10 Blue Links to AI Overviews: The Timeline of Discoverability 22:00 How AI Overviews Are Changing Search Behavior 23:45 Three Shifts Defining the AI Search Revolution 27:45 Is This the Death of the Website? 28:40 Can We Track What People Search on LLMs? 30:53 Does SEO Still Matter in an AI-First World? 33:17 What Platforms Actually Matter Most Right Now 37:00 Building Trust and Authority in the Age of AI Content 40:30 The Content Supply Chain: Why Brands Struggle to Connect the Dots 43:33 The New Metrics That Actually Matter for Discoverability 45:26 Ad Buying and Sponsored Content in LLM Search 48:05 The Next Challenges Every Brand Should Prepare For 50:00 AI Assistants and the Rise of the AI Buyer 54:25 The One Fundamental Truth About Human Search Behavior – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Internal communication is broken. Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don’t drive action. In this episode, Ben Phillips, founder of CX Alive!, explains how to transform the way your business communicates. Drawing on two decades in customer experience and leadership, Ben breaks down why short-form, authentic content — like internal vodcasts and micro-videos — builds clarity, connection, and alignment faster than PowerPoints or all-hands meetings ever could. We cover: ✅ How to make your CX strategy relatable and actionable ✅ The biggest communication gap between leadership and frontline teams ✅ How to communicate effectively with Gen Z employees ✅ Why podcasts and vodcasts are the future of internal engagement ✅ Why NPS and CSAT are outdated metrics — and what to measure instead If you’re looking to improve employee engagement, CX performance, or team alignment, this conversation will change how you think about communication, storytelling, and measurement inside your organization. #InternalCommunication #CXLeadership #CustomerExperience #EmployeeEngagement #CXStrategy #BusinessCommunication #LeadershipDevelopment #GenZAtWork #Vodcasting #StorytellingAtWork Connect with Ben at: Cx-alive.com Ben Phillips LinkedIn Key Moments: 0:00 Who is Ben Phillips and what is CX Alive! 4:00 How to communicate effectively with Gen Z employees 9:44 How business communication is changing 12:50 How to tell better stories 22:00 Why you only have 8 seconds to capture attention 24:00 Why podcasts and vodcasts work so well for businesses 31:00 Is NPS still relevant in 2025? 34:44 What are the best metrics to track in CX? 37:59 Are customer surveys still relevant? 41:11 AI in CX: what’s hype vs. what’s real 48:24 How to build a team that understands the “why” 51:28 Three words that separate good content from great – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Description/Shownotes What if your company could launch its first AI agent in just two weeks? That’s exactly what Mollie Bodensteiner, SVP of Operations at Engine, accomplished — and the results are game-changing: $2M in projected annual savings, a 67% lift in sales rep productivity, and CSAT scores above 90%. Mollie shares the real story of implementing AI at scale, why ruthless prioritization matters, how to avoid the “Frankenstack” trap, and why AI should be seen as a growth enabler, not a cost-cutting exercise. Whether you’re leading a small team or scaling globally, Mollie’s practical playbook will help you cut through the noise, drive adoption, and build AI solutions that stick. Tune in to hear how Engine’s agile approach turned imagination into execution—and why trust, people, and culture are still the ultimate differentiators. Key Moments: 00:00 AI Philosophy & Common Challenges 02:44 Ruthless Prioritization and AI Rollout 08:04 Mollie Bodensteiner’s Background and Engine's AI Journey 14:40 AI Implementation and Customer Experience Impact 28:07 AI Agents in Sales and Coaching 34:48 AI in Professional Training and Education 38:06 Human-AI Collaboration and Adoption Challenges 48:34 Ensuring AI Quality and Risk Management 51:45 Choosing and Evaluating AI Tools 01:00:54 Underhyped AI Applications 01:03:00 Lightning Round – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

AI isn’t just transforming marketing — it’s reshaping the entire customer experience. In this special crossover episode, Experts of Experience features a conversation from our sister podcast Marketing Trends, hosted by Stephanie Postles. Stephanie sits down with Amber Armstrong, CMO of Salesforce Applications, to explore how AI and LLMs are changing discoverability, customer journeys, and the future of CX. Amber shares how her team is rethinking SEO for generative search, converting 40% of LLM traffic into leads, and rolling out AI agents at scale through Salesforce’s Agentforce. If you want to understand how AI is reshaping customer expectations and how leading CMOs are adapting, this episode offers a practical playbook for the generative era. Key Moments: 00:00 How AI and LLMs Are Reshaping the Marketing Funnel 03:54 Amber Armstrong’s Journey from IBM Intern to CMO at Salesforce 06:35 The Expanding Role of AI in Modern Marketing Teams 08:52 Inside Salesforce’s Guild System: How Amber Aligns Teams Across Four Clouds 17:31 Real AI Use Cases from Amber Armstrong’s Marketing Team at Salesforce 26:40 Amber Armstrong’s Playbook for Future-Proofing SEO in the Age of LLMs 30:55 How Salesforce’s Website Converts 40% of LLM Traffic into Leads 35:58 Building AI Agents at Scale: Lessons from Salesforce’s Agent Force Rollout 37:53 The Ongoing Role of Third-Party Validation in Buyer Decision-Making 39:49 Amber Armstrong on Adapting Marketing Metrics for an AI-First Future 40:40 How Salesforce Aligns Content Strategy Across Business Units 44:56 Amber Armstrong’s Advice for Getting Teams Comfortable with AI Tools 51:24 Salesforce’s Next Big Moves: Account-Based Marketing and Cross-Cloud Growth – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What happens when a fast-growing company completely rethinks how it delivers customer experience — from the inside out? Lacey Peace sits down with Phil Parbury, Service Manager at TOMRA Collection Australia, to unpack one of the most seamless and high-impact digital transformations we’ve seen in CX ops. Phil takes us behind the scenes of a tech overhaul that reduced dozens of disconnected systems to one integrated solution, boosted technician response time by 26%, and achieved a first-time fix rate of over 99% — all while keeping humans at the center of an AI-assisted workforce. Whether you're leading a digital transformation, scaling CX operations, or just nerding out over smart logistics, this episode is packed with actionable insights — and yes, it features a very charming Aussie accent. 🇦🇺 👉 Tune in to hear how Phil’s team is future-proofing CX from the inside out. Key Moments: 00:00 - The Power of Predictive AI in Customer Experience 01:25 - What Are Reverse Vending Machines? 05:23 - Phil’s Engineering Background & Career Path 07:38 - Scaling Pains: Early Operational Challenges at TOMRA 15:17 - Streamlining Tech: From 26 Tools to One Unified System 21:39 - How AI Optimizes Field Technician Dispatching 23:56 - Real-Time Monitoring & Keeping Machines Online 25:20 - Performance Metrics: 26% Faster Response, 99% First-Time Fix 28:11 - What’s Next: Planning for Predictive Maintenance 32:01 - Personalization, AI Agents & Changing Customer Expectations 35:45 - Training Humans to Work with AI: Empowering Support Teams 43:02 - Reddit Question: What Tools Actually Improve CX? – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

How does a 115-year-old beauty giant keep up with TikTok trends, viral moments, and AI-powered hair tech? Chief Digital & Marketing Officer Darienne Kennedy pulls back the curtain on how L’Oréal’s Professional Products Division moves at the speed of culture. From signing pop icon Sabrina Carpenter and her stylist, to harnessing AI scalp diagnostics, to deciding which viral moments are worth jumping into—Darienne shares the brand storytelling playbook that keeps nine iconic haircare brands distinct, relevant, and trusted. We also dive into the art of B2B loyalty, how L’Oréal supports salon professionals beyond just products, and why technology should enhance — not replace — the deeply human connection between stylist and client. Whether you’re in marketing, beauty, or just obsessed with a great brand story, you’ll come away with insights on blending heritage with innovation. Watch the full interview to hear how L’Oréal balances risk-taking with brand integrity, the surprising celebrity moment that went viral, and the next big beauty frontier starting at the scalp. Key Moments: 00:00 Inside L’Oreal’s Celebrity Partnerships and Cultural Moments 04:25 Darienne Kennedy: 25 Years Growing with L’Oreal 11:29 How L’Oreal Balances B2B and B2C Strategies 15:58 Crafting Distinct Stories for Nine Global Haircare Brands 22:40 L’Oreal’s Sustainability Push: Refills and Green Innovation 28:16 Moving at the Speed of Culture in Beauty Marketing 31:10 How L’Oreal Measures Marketing Impact 34:07 Education and Training as Brand Loyalty Drivers 41:39 AI and Smart Tools Shaping the Future of Haircare 50:46 The Next Big Trends in Hair, Health & Wellness 51:38 Lightning Round: Quick Insights from Darienne Kennedy – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What does it take to build a brand that resonates across cultures… not just across markets? In this special dual-guest episode, Lacey Peace sits down with Nataly Kelly, Chief Marketing Officer at Zappi, and Katherine Melchior Ray, UC Berkeley lecturer and former executive at brands like Nike, Hyatt, and Louis Vuitton. Together, they co-authored the new book Brand Global, Adapt Local: How to Build Brand Value Across Cultures and they’re here to share the lessons learned from decades of global brand-building. Nataly and Katherine dive deep into why cultural intelligence is the most under-leveraged skill in modern CX, why brands that ignore cultural context are building in globalization debt, and how something as simple as a melon can repair — or ruin — customer trust. They explain the importance of shared values, the risks of applying the same CX metrics globally (spoiler: NPS doesn’t mean the same thing in every country), and how AI is both accelerating and complicating cross-cultural brand connection. From real stories about Kit Kat’s flavor strategy in Japan to awkward CX blunders in global grocery stores, this episode is packed with tangible takeaways and perspective shifts for any business looking to scale with humanity and intention. Get your copy of Brand Global, Adapt Local: How to Build Brand Value Across Cultures now! https://www.amazon.com/Brand-Global-Adapt-Local-Cultures/dp/139861971X Key Moments: 00:00 Do Customer Service Expectations Differ Across Cultures? 06:03 Why Cultural Intelligence Is Crucial for Global Business 07:04 Co-Authors’ Nataly Kelly & Katherine Melchior Ray’s Meet cute 15:18 Real-Life Cultural Missteps and Surprising Service Norms 24:13 Can AI Replace Cultural Insight? Why Human Context Still Matters 34:38 What’s at Stake When You Ignore Cultural Differences 38:23 Globalization Strategy: Why Flexibility Beats Uniformity 39:09 How Cultural Agility Builds Better Customer Experiences 40:34 Style Switching & Cultural Intelligence in Leadership 42:18 Kit Kat’s Local Flavors & HubSpot’s Global CX 51:01 How Tech Adoption Varies by Country (And Why It Matters) 55:12 Daily Habits That Boost Strategic Thinking & Creativity 01:00:24 How AI Is Changing Global Marketing and Customer Experience 01:15:46 Final Leadership Lessons on Trust, Culture & Global Growth – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

2025 is the last year of human-only teams. Are you ready to lead both people and AI? Usman Nasir, VP of Agentforce Acceleration at Salesforce, joins us to explore a future that's already here: digital labor working hand-in-hand with humans. Usman explains why 2025 marks the end of the human-only workforce and dives deep into how AI agents are transforming the workplace — from automating customer support to driving internal productivity. He shares practical advice on starting your agentic journey, debunks common myths, and explains why trust, data quality, and modular agent design are the pillars of successful implementation. Whether you’re leading a Fortune 500 company or bootstrapping a startup, this episode will shift how you think about work, leadership, and the AI-enabled future. Key Moments: 00:00 Introducing Usman Nasir, VP of Agentforce Acceleration at Salesforce 03:13 The Future of Human and Digital Labor 06:32 Salesforce's Agentforce (Chatbot vs. AI Agents) 19:41 Real-World Use Cases and Misconceptions 34:16 Exploring AI in Operations Management 37:12 Identifying AI-Ready Use Cases 41:44 Change Management for AI Adoption 45:35 Lessons from Early AI Adoption 01:04:29 Future of AI Agents and Predictions – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Lauren Pufpaf, COO and Co-Founder of Feed Media, joins us to explore how music is far more than just background noise — it’s a potent driver of customer emotion, behavior, and loyalty. Lauren reveals how brands like American Eagle and fitness platforms are using curated music to create “sticky” digital experiences that boost engagement and conversions. The conversation dives into the neuroscience behind why music works so effectively in CX and how the right sound strategy can elevate everything from retail apps to telehealth waiting rooms. Hit play and discover how your brand might be missing out on a powerful emotional trigger. 🎧 Listen to the full episode now and learn how to tune your brand into what your customers are really feeling. Key Moments: 00:00 Music’s Role in the Digital Customer Journey 07:32 Inside Feed Media Group with COO Lauren Pufpaf 11:29 How Music Hacks the Brain: Science Meets CX 20:55 Music Licensing Explained (And Why It’s So Complicated) 24:31 From Stores to Screens: Music in Retail and E-Commerce 34:31 AI in Music: Smarter Curation, Deeper Connections 40:12 Creating a Music Strategy That Fits Your Brand 57:30 How Music is Transforming Healthcare Settings 59:10 Lightening Round: Customer Experience that Sticks – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

How do you lead organizational transformation when AI is moving faster than your roadmap can keep up? Carlie Bissler, a product leader at McKesson, breaks down what it takes to guide large enterprises through change in the age of AI. From building trust and authenticity as a leader to shifting from "change management" to "change leadership," Carlie shares pragmatic advice for preparing your teams — and yourself — for the unknown. She also gets real about fear in the workplace, the shame some still feel about using AI tools, and why the best CX transformations start on the inside. If you're navigating the messy middle of enterprise innovation, this episode is your blueprint for embracing agility, empowering your people, and staying human in an increasingly automated world. Key Moments: 00:00 Change Leadership, Innovation, and AI 04:46 Who is Carlie Bislser of McKesson? 06:13 The Role of Psychology in Leadership 14:20 Navigating Organizational Transformation 18:33 Embracing AI and Building Trust 29:12 The Growing Fear of AI in the Workplace 34:32 The Shift from AI as a Cost Center to an Asset 38:03 Mentorship and Community 43:13 Preparing for AI-Driven Transformation 45:43 The Human Touch in Customer Experience 50:57 Lightning Round: Quick Insights & Advice – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What do a superhero named Captain Rochester, a bold business trip to Brazil, and AI-powered sales have in common? Lacey sits down with Colin Strother, Executive Vice President at Rochester Electronics, to explore how a human-first approach is transforming digital transformation. Colin shares his leadership philosophy around shifting from traditional B2B to P2P — person-to-person — emphasizing the power of authentic customer relationships in a global, tech-driven landscape. From AI agents and guided selling to hyper-personalization and seamless cross-functional collaboration, Colin details how Rochester is building scalable, trust-centered systems that keep people at the core. Tune in to hear how decades of leadership, a global outlook, and a bold trip to Brazil helped shape Rochester’s future… and why the real key to innovation might be as simple as staying human in a high-tech world. Key Moments: 00:00: P2P, Global CX, and Hyper-Personalization at Scale 05:55 Introducing Colin Strother, EVP at Rochester Electronics 09:55 Keys to Global Customer Engagement 14:07 Implementing P2P and Unified Commerce 19:47 AI and Digital Transformation at Rochester 36:34 Building Trust in Change Management 39:41 Adopting Slack for Business Efficiency 45:48 Navigating Data Integration 53:14 Hyper-Personalization at Scale 01:01:26 Leadership and Authenticity at Rochester Electronics – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

CitizenM’s CXO, CDO, and CPO (yes… all three!), Casper Overbeek, joins Lacey to reveal how one of the world’s most innovative hotel brands uses technology to empower people — not replace them. From launching a wildly successful paid loyalty program to redesigning customer journeys with AI and real-time feedback, Casper shares how CitizenM is redefining modern hospitality. Plus, he talks about their recent acquisition by Marriott, how a Slack-integrated feedback loop transformed their ops, and the loyalty that lives beyond points: the subscription model that works. Hit that like, subscribe, and tap the bell to stay up to date on visionary customer experience leaders. Key Moments: 00:00 Introduction to Casper Overbeek, citizenM Hotels 03:46 Citizen M's Unique Approach to Customer Experience 04:20 A Unique Loyalty Program and Digital Experience 12:52 Marriott Acquisition and Future Plans 34:27 The Importance of Human Connection in Hospitality 37:58 The Role of Feedback in Improving Services 41:22 Integrating AI in Hospitality 45:48 The Future of Customer Experience with AI 51:57 Balancing Technology and Human Touch 53:29 What's Next for citizenM? 55:42 Lightning Round and Experiences as a Customer – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What happens to marketing when AI controls the entire purchase funnel? Steven Van Belleghem, global CX thought leader, keynote speaker, and author, joins us to unpack how AI isn’t just changing workflows, it’s rapidly transforming customer decision-making itself. Uncover how customer expectations are shifting, how brands can prepare for AI-powered shopping assistants, and why the brands of the future must be search-visible, review-backed, and emotionally resonant. Steven warns that most companies are only focused on internal AI efficiencies… while ignoring how customer journeys are being upended in real time. We also explore his framework for “The Offer You Can’t Refuse,” why authenticity is overrated, and what a 1% human experience should look like when everything else is automated. If you're a CX leader, marketer, or executive wondering what to do when the funnel disappears and your customers outsource their decisions to algorithms—this is the conversation you can't afford to miss. Key Moments: 00:00 The Rise of LLMs in Search and Their Impact 04:29 Introducing Steven Van Belleghem, CX Expert, Author, and Keynote Speaker 07:22 Steven's Journey: From Family Business to AI Expert 13:22 The Future of AI in Customer Experience and Branding 34:55 Steven’s Four Pillars of Success 37:26 Examples of European Companies Excelling in Customer Experience 40:12 The Power of Small Changes in Customer Experience 46:51 Authenticity vs. Artificial Experiences 51:49 The Impact of AI on Customer Experience 55:10 Leadership's Role in Customer-Centric Culture 01:02:06 Lightning Round: Steven’s Personal Inspirations and Advice – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Think cybersecurity is just an IT issue? Think again. Eden Data founder & CEO, Taylor Hersom, joins us to expose how security is no longer just about avoiding breaches — it's a powerful tool for building customer trust, boosting sales, and standing out in a crowded market. He shares why smart companies are making cybersecurity part of the brand conversation and how marketing and CX leaders can leverage security to win hearts (and wallets). We also dig into the uncomfortable truth that most data breaches aren’t the work of sophisticated hackers — they’re caused by everyday human mistakes. From the surprising details behind the Coinbase breach to the silent risks of AI misuse, Taylor pulls back the curtain on what’s really threatening your customer experience. If you think your team is in the clear, this episode might change your mind. Key Moments: 00:00 Who is Taylor Hersom, Founder & CEO of Eden Data? 04:39 Taylor's Journey to Cybersecurity 07:49 Building & Scaling Eden Data 29:53 Current Cybersecurity Threats 39:20 Client Engagement and Cybersecurity as a Sales Strategy 45:56 Cybersecurity Training and Human Error 47:54 Leveraging AI in Cybersecurity 50:32 Future Threats and Everyday Security Tips 57:43 Recovering Trust After a Data Breach 59:35 Building a Culture of Cybersecurity – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What if the secret to standout marketing wasn’t found in a campaign, but in a customer service moment? Lacey Peace sits down with Geoff Ramm — international keynote speaker and author of Celebrity Service — to explore how the best marketing tomorrow starts with exceptional service today. From Jedi-costumed taxi drivers to viral hospitality wins, Geoff shares real-world stories that reveal how unexpected, personalized touches can elevate a brand beyond "five-star service" into unforgettable. But Geoff doesn’t just inspire — he equips. Learn his five-word strategy for creating a culture of “celebrity service,” how a spontaneous question on stage sparked a 20-year philosophy, and why AI should handle the mundane so your team can deliver the magical. Key Moments: 01:19: How Marriott Turned a Lost Toy Into a Viral CX Win 05:15: Meet Geoff Ramm: The Mind Behind “Celebrity Service” 14:48: Where “Celebrity Service” Began: A Moment That Changed Everything 27:47: How to Implement Celebrity-Level Customer Experience 29:22: Why Most CX Fails: The Time Commitment Gap 30:18: Designing a Visual Space That Fuels CX Innovation 32:44: The 120-Second Challenge: A Proven Method for Fresh CX Ideas 37:16: From Brainstorm to Buy-In: Turning Ideas Into Action 38:12: Driving Team Engagement Through Recognition & Ownership 40:03: CX That Converts: Case Studies from Avon, IHG & More 54:25: Personalized CX That Sticks: Geoff’s Most Powerful Stories – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. Dr. Joseph Michelli joins Lacey to dismantle the myth of “effortless” CX and make the bold claim: CX might not survive unless we get a lot more human… and a little more emotional. Want your customers to care? They need to struggle (just a little). Want your team to win with AI? Teach your bots emotional intelligence. Deep, funny, a little existential — this conversation is for CX pros, tech optimists, and anyone who’s ever asked, "Wait… did that chatbot just gaslight me?" Tune in to hear why Joseph says, “All business is personal,” and what brands must do now to build human connection at scale. Key Moments: 00:00 Customer Effort vs. Ease, AI in CX, & Introducing Dr. Joseph Michelli 05:10 From Psychology to Business Consulting 10:59 The Art and Science of Customer Experience 24:04 The Balance Between Effort and Ease 39:35 The Service Recovery Paradox 40:03 Handling Friction in Customer Relationships 42:34 Generational Differences in Technology Adoption 46:41 Emotional Intelligence in AI Interactions 01:11:32 Impressive CX & Key Advice for CX Leaders – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

“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. From defining what CX really means to implementing belief-driven rituals and artifacts, Abhii shares a behind-the-scenes look at Prudential’s remarkable shift. You’ll hear how Prudential turned feedback from a single paper-fatigued customer into a multi-year digital transformation, why they built a champion network of 100+ internal customer advocates, and how they're blending human insight with emerging AI technologies to drive predictive customer experiences. This isn’t about generic platitudes — it’s about measurable change, internal momentum, and leadership buy-in. If you're leading CX at scale, battling organizational silos, or just wondering how to make customer experience more than a department, this is the episode you’ve been waiting for. Subscribe for more insider conversations with the most customer-obsessed minds in business. Key Moments: 00:00 Who is Abhii Parakh, CSM at Prudential? 04:56 Building a Customer-Centric Culture 10:19 Scaling Customer Experience Globally 13:58 Three Elements of Culture: Artifacts, Rituals & Beliefs 28:05 Impact of Predictive Analytics & Debunking NPS 35:22 Adopting AI at Prudential: Challenges, Success & Predictions 45:23 The Difference Between Generative AI & Agentic AI 50:27 Future of AI and Ethical Considerations – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. In this refreshingly candid episode, Ben makes the case that content marketing is (and should be) dead and explains how empathy mapping, design thinking, and intentional "awkward silence" amongst his marketing & CX teams have become his new north star. We dive into how Ben transformed Cisco’s approach to customer experience by prioritizing deep understanding over high-volume output — and saw 5x pipeline growth as a result. From redefining how marketing supports sales to slowing down in order to speed up, this episode challenges everything you thought you knew about B2B engagement. If you’re tired of creating content for content’s sake, this one’s your permission slip to stop, rethink, and rebuild. Key Moments: 00:00 How Cisco's Ben Taylor Is Redefining Customer Experience 03:17 Why Marketing Is Core to the Entire Customer Journey 07:23 Content Marketing Is Dead: Here’s What Works Instead 13:25 How Design Thinking Transformed Cisco’s Marketing 29:36 Can AI Be Empathetic? The Real Challenge in CX Automation 36:23 Using Empathy Mapping to Build Better B2B Campaigns 38:19 Agile Marketing: Faster Cycles, Smarter Strategy 45:34 Hiring for Fit: Why Empathy Matters More Than Pedigree 52:15 The Emotional Core of Customer Experience Strategy 01:01:56 Breaking Silos: Aligning Marketing, Sales & Success – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. Katie walks through their phased AI implementation strategy, from data unification and process re-architecture to training internal copilots capable of diagnosing the most complex cases. She shares why tight alignment between product, IT, and customer success is now a non-negotiable, and how empowering frontline employees to lead experimentation created real transformation. Plus, Katie gets candid about what she would’ve done differently, why NPS might be obsolete, and how AI is becoming the operating system for work itself. Whether you're navigating digital transformation or trying to unite siloed teams, this episode offers a clear, tactical, and deeply human roadmap to scaling customer experience in the age of AI. Key Moments: 00:00 Meet AI-Expert Katie Bianchi, CCO at Palo Alto Networks 01:31 Why Dirty Data Is Killing Your AI Strategy 02:46 AI Adoption Starts with Empowered Employees 06:49 Joining a Cybersecurity Giant During Peak Disruption 08:41 Step-by-Step: How Palo Alto Networks Rolled Out AI 14:17 Building a Culture of Rapid Experimentation 21:50 What AI Agents Can Do in Tech Support Right Now 23:12 What We’d Do Differently: Lessons from the Frontlines of AI 25:47 End-to-End Automation: Connecting Pre- and Post-Sales 27:38 Smarter CX: Turning Data Into Actionable Insights 36:41 Rethinking Metrics: How to Measure AI’s Real Impact 39:17 From Reactive to Proactive: Real AI Customer Wins 41:26 AI as Your New Operating System: What’s Next – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. Before she signs off, Lauren reflects on the wild ride: 75+ episodes, millions of downloads, and countless insights about CX, AI, and leadership. Lacey, who’s helped produce over 35 shows and reach 45+ million listeners as part of the Mission.org team, shares what drew her to the show (hint: she’s a storytelling nerd in the best way) and what she’s excited to explore next — from small business CX wins to how AI is quietly reshaping the employee experience. It’s a thoughtful, fun, and inspiring handoff that sets the stage for a bold new chapter. Tune in to discover the incoming shifts in the show’s guests, topics, segments, and more. Key Moments: 00:00: Passing the Mic to a New Host 00:42: Lessons from 75+ CX Interviews: Lauren Wood’s Farewell Insights 01:42: Meet Lacey Peace: New Host with 45M+ Podcast Listener Reach 02:41: Building Brand Trust Through Storytelling and Customer Journey Mapping 03:47: Why Customer Experience Strategy Belongs to Every Business Function 07:32: The Role of AI in Scaling B2B Customer Experience and Success Operations 14:54: Empowering Teams: How Leadership and Employee Experience Drive CX 18:46: B2B Lightning Round: Actionable CX Takeaways for Marketing, Product, and IT – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. From early mistakes to surprising wins, Laura Meschi, Customer Experience Manager at Secret Escapes, walks us through what it actually takes to train an AI agent that can truly support customers. We dive into why ROI isn't the best measure of AI success, how customer effort scores skyrocketed after launching Agent Force, and why CX leaders need to start simple and think long-term. Laura also pulls back the curtain on what it really takes to train an AI agent — and why you absolutely shouldn’t DIY your rollout. If you’re a B2B leader wondering how AI agents fit into the future of customer success, this conversation will hit home. Key Moments: 00:00: Laura Meschi’s AI Agent Rollout at Secret Escapes 02:45: Secret Escapes’ Agentforce: Lessons from a First-Mover 11:14: Surprise Wins and the Underrated Power of Human QA 16:41: How Agentforce Reshaped the CX Team (Without Cutting Headcount) 22:26: Guardrails, Limits, and Finding the Sweet Spot for AI Use Cases 26:30: Why Clean, Centralized Data Is the Real AI Superpower 27:18: Don’t DIY Your AI: The Case for Bringing in Experts 29:58: How AI Improved CES and Transformed Customer Perception 34:50: What’s Next: Future AI Strategies and Upcoming Salesforce Tools 37:21: Reimagining CX: Using AI to Build Relationships, Not Just Efficiency 40:37: Start Simple, Prioritize Data, and Train for the Long Game – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. We get into why your first AI agent should be boring (and repeatable), and why building the tech is easy compared to rewiring your people, processes, and leadership models. Irina shares why businesses need strong guardrails, real operating models, and why AI adoption without organizational readiness is a recipe for disaster. We also talk about the skills humans actually need to stay relevant, how to spot hidden risks, and why the future belongs to companies who rethink their structure — not just their tools. Key Moments: 00:00: Irina Gutman Explains Salesforce’s AI Agents 03:03: Predictive, Generative, and Agentic AI — What's the Difference? 05:20: How Agentic AI Thinks and Acts 08:32: Chatbots vs. AI Agents: Why It Matters 14:22: The 5 Building Blocks of an AI Agent 18:13: Organizational Readiness: New Skills, New Roles 22:26: The Right Way to Start with AI Agents 26:27: Future-Proof Your AI Strategy 29:53: Rethinking the Operating Model for AI 32:45: Upskilling is Non-Negotiable 35:14: Vendors Can Help You Be AI-Ready 36:25: Rethinking Change Management for Agentic AI 42:38: What’s Next: Multi-Agent Collaboration 48:09: Building AI Responsibly: Guardrails and Risk 51:39: Real-World AI: A Standout Customer Experience – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. Forget what you think you know about customer service; Kerry reveals why it's all about understanding customer emotions, perceptions, and the entire customer journey. We tackle the tough questions: How do we balance innovation with ethical considerations? How do we prepare our data for the AI revolution? And how do we design experiences that are both human and AI-powered? This is a must-listen for any leader navigating the uncharted territory of AI-driven customer experience. Key Moments: 00:00 Who is Kerry Bodine, Founder of Bodine & Co.? 03:19 The Biggest CS Mistake 06:22 Perception vs. Reality: Bridging the Expectation Gap 13:07 Consequence Scanning: Your AI Framework 18:00 AI Risk Assessment & Navigating Ethical Gray Areas 20:00 Leadership in the Age of AI 25:05 Data Readiness for AI Implementation 32:36 Human-Centered Design & Confronting Your Silos 37:18 Key Advice for CS Leaders – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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.) Bernard shares firsthand accounts of the launch, including navigating real-time customer feedback and the crucial lessons learned about data hygiene and prompt engineering. He also discusses the delicate balance between AI automation and human support, emphasizing the importance of empathy training for these digital agents. Plus, they explore the challenges and opportunities for businesses of all sizes, from SMBs to enterprises, as they grapple with the evolving landscape of AI-driven customer experience, sales, and marketing. Press play and discover how Salesforce is shaping the future of AI in service, and what contrarian views Bernard Slowey holds about the role of data in decision-making. Key Moments: 00:00 Who is Bernard Slowey, SVP of Digital Success at Salesforce? 04:18 The Evolution of Customer Service 06:28 The Power and Potential of AI Agents 18:06 Implementing Agentforce at Salesforce 22:07 Challenges and Learnings From AI Agent Deployment 33:29 Measuring Success and Future Prospects 39:58 Escalation Rate and Customer Experience 41:21 The Importance of Human Interaction in Support 42:51 Digital Success and Customer Onboarding 45:28 AI in Customer Success: Real-World Examples 47:24 Data Hygiene and Internal Content Auditing 53:04 Cross-Functional Collaboration in CX 01:00:28 The Human-AI Partnership 01:08:36 The Future of AI in Business 01:12:51 Customer Obsession in Practice – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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? Lauren sits down with Marybeth D’Souza, Principal at Deloitte Consulting, to tackle the identity crisis facing customer success today. With years of experience leading CS at Salesforce and now shaping its future at Deloitte, Marybeth shares groundbreaking insights from research with 35 top companies on where the best teams are investing. They break down the five biggest trends shaping customer success in 2025, including the shift from CS as a team to CS as a mindset, the increasing reliance on AI and digital automation, and why failing to align with sales and product is holding teams back. Marybeth also reveals why B2B companies need to start thinking more like B2C, how customer expectations have changed, and what CS leaders must do to prove their impact and secure their place at the table. If you’re in customer success (or trying to define its future in your organization) this conversation is a must-listen. Key Moments: 00:00: Who is Marybeth D’Souza, Principal at Deloitte Consulting? 03:52: The 5 Key Trends Shaping Customer Success 09:25: Proving the ROI of Customer Success 15:04: B2B Needs to Think Like B2C 22:53: AI in Customer Success: Hype or Game-Changer? 36:00: Breaking Down Silos Between CS, Sales, and Product 44:00: What’s Next for Customer Success? – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Every company claims to be “customer-obsessed”. Most are obsessed with their own internal metrics, not their customers. Kevan Yalowitz, Senior Managing Director at Accenture, explains why true customer obsession is rare, why AI won’t magically fix bad CX, and how scaling businesses slowly lose touch with the people they serve. We’re talking AI growing pains, internal silos, and the corporate illusion of putting customers first. Spoiler: If your “customer obsession” doesn’t actually involve listening to customers, you’re doing it wrong. Key Moments: 00:00 Who is Kevan Yalowitz, Software & Platforms Industry Lead for Accenture? 02:21 Why You Should Care About Consumer Behavior Data 04:55 Bias and Misinformation in AI 06:46 Is AI More Creative Than Humans? 08:17 AI in Customer Support and Experience 12:30 Proactive AI Solutions and Customer Retention 17:12 Connect Product and Support Teams with AI 23:56 The Influence of AI on Purchasing Decisions 24:23 The Importance of Aligned OKRs 26:18 Customer Obsession in Large Organizations Vs. Start-Ups 32:21 Implementing Agentic AI in Workflows 35:45 Top-Down vs. Bottom-Up Approaches 46:32 Key Advice for CX Leaders in the Age of Agentic AI – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. In this episode, Mark Rampolla, founder of ZICO Coconut Water and managing partner at Ground Force Capital, tells us how culture quietly shapes every customer interaction. From Liquid Death’s branding genius to why “culture fit” hiring is a terrible idea, Mark breaks down what it really takes to build a company people actually want to engage with. We also dive into the “need behind the need” (AKA why customers don’t buy what you’re selling but what it does for them). Mark shares how ZICO won over yoga studios by solving problems beyond hydration and why understanding where your customers make their money is the key to selling. If your culture, hiring, or customer experience feels off, this conversation holds the solution you’re looking for. Key Moments: 00:00 Who is Mark Rampolla, founder of ZICO & managing partner at GroundForce Capital? 01:02 Building a Movement 02:13 Why Company Culture Matters 03:35 Culture in Action: Real-World Examples 08:27 Hiring a Culture Add & Customer Obsession 17:36 Assessing and Evolving Company Culture 24:42 Understanding the Need Behind the Need 25:06 Real-World Examples of Customer Empathy 26:17 Building Relationships with Yoga Studios 29:31 Marketing Strategies and ROI 31:34 Hypothesis Testing & the Opportunities in Operational Failure 38:17 Active Listening and Empathy in Business 41:24 Impressive Brand Experiences 43:18 Mark’s Key Advice for CX Leaders – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. From the California wildfires to the broken insurance system, Gavin reveals how frontline teams can rebuild trust in the moments that matter most. This conversation covers why insurance is so difficult to navigate, how Bright Harbor is reshaping disaster recovery with AI and human connection, and the simple CX strategies that can turn devastation into a structured path forward. If you think empathy and efficiency can’t coexist in high-stakes CX, think again. Key Moments: 00:00: Who is Gavin Blair, COO of Bright Harbor? 02:17 Bright Harbor's Mission and Inception 04:08 Challenges in Insurance CX 06:18 Empathetic CX Through Disaster Recovery 11:08: Citizens’ Optimism & Resilience After LA Fires 14:51: Training Empathetic and Responsive Teams 23:05 Role of AI in Enhancing Empathy 33:51 Why Responsiveness is the Most Important Part of CX 41:43 Gavin’s Advice for CX Leaders Everywhere – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. The conversation dives into when technology enhances customer relationships versus when it erodes trust, the dangers of relying on flawed data, and why customers are willing to share 400% more information with brands they truly trust. With real-world examples and practical takeaways, this episode is a must-listen for leaders who want to transform customer experience from a transaction into a lasting relationship. From brand-killing interactions to why AI won’t save you if your foundation is broken, this episode is a wake-up call for leaders who want to build authentic, lasting customer relationships. Key Moments: 00:00 Who is Michael Maoz, SVP of Innovation Strategies at Salesforce? 01:52 AI in Action: Opportunities and Risks 05:09 The Role of Clean Data in AI Success 06:38 Practical AI Implementations and Pitfalls 19:07 Building Trust with AI 34:05 Simplifying Communication with Stakeholders 34:28 IQ vs EQ in Business Decisions 35:13 AI in B2B and B2C Contexts 37:14 Automating Customer Support in Banking 38:56 Emotional and Complex Interactions 41:07 Experimentation and Adoption of AI 45:08 Customer Journey Hacks and Channel Preferences 48:58 Voice-Driven Future and AI Integration 50:08 Impressive Customer Service Experience 53:34 Advice for Customer Experience Leaders – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. They tackle the tough questions: How do you balance data and human connection? Where do most brands fail in their CX approach? And what’s the real cost of getting it wrong? If you want practical insights, real-world stories, and actionable strategies to drive customer retention and satisfaction, this conversation is a must-listen. Stay tuned until the end for an unforgettable example of human-centered CX in action. Are you delivering the experience your customers deserve? How far are you from your goals? Discover the gap with our Customer Experience Assessment and improve your strategy today. 🔗 Get your free assessment now! https://forms.gle/VqXGtybjLhWQAsiL8 Check out Doing CX Right: https://doingcxright.com/ Key Moments: 00:00 Who is Stacy Sherman, CX Speaker & Expert? 02:23 Why Customer Experience is Vital to a Business’s Success 04:41 Designing Proactive & Delightful Customer Journeys 10:19 The Key to Breaking Down Silos 16:51 What is the Cost of Doing CX Wrong? 25:33 The Importance of Emotional Intelligence (EQ) 26:17 Addressing Fear & Psychological Safety in the Workplace 27:41 Human Connection & The Role of AI in CX 40:40 The Role of Accountability in Customer Service 48:27 Key Advice Every CX Leader Needs to Hear – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. Mike shares exactly why listening beats tech obsession every time, how to balance innovation with red tape, and why “Total Experience Management” is the secret sauce you’ve been missing. They also tackle the AI trends that matter (way beyond ChatGPT), the facepalm-worthy question Mike asks before ANY tech rollout, and how empathy became his ultimate leadership hack in a world obsessed with automation. What are you waiting for? Press play to rethink everything you know about AI, empathy, and how Maximus is ensuring your next DMV visit feels as seamless as possible. Key Moments: 00:00 Who is Mike Raker, CTO of Maximus? 03:35 The Role of Innovation in CX 06:57 Exactly How Maximus Helps Government Services 08:59 Total Experience Management (TXM) 14:02 Balancing Innovation and Regulation 17:44 The Future of AI in Customer Experience 24:27 The Importance of Human-Centered Design in Government 34:11 Policy and Responsibility in AI 38:16 Mike Raker’s Expert Advice & Key Takeaways – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. In this episode, Shannon breaks down how her team leverages technology like mobile check-in and AI while maintaining the personal touch that builds loyalty. She also dives into why empowering teams, fostering employee engagement, and adapting to change are essential for success in today’s fast-paced hospitality world. -- Key Moments: 00:00 Meet Shannon McCallum, VP of Hotel Operations at Resorts World Las Vegas 02:05 Shannon's Journey: From High School to Hospitality Leader 05:12 Creating Personalized Experiences at Scale 07:58 Empowering Teams for Exceptional Service 23:08 The Role of Technology in Modern Hospitality 38:50 Employee Engagement: The Key to Customer Satisfaction 47:18 Advice for Customer Experience Leaders – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

There’s nothing more frustrating than feeling misunderstood, undervalued, or out of place in a doctor’s office. That’s exactly why Northwell Health has set a new standard for both physician and patient experience. Alyssa Scully, Assistant Vice President of Operations at Northwell Health, shares exactly how her team is transforming provider and patient experience, and their methods might surprise you… From hyperpersonalized physician referrals to patient care plans designed to bring you more fulfillment and joy — instead of simply treating symptoms of a disease — Northwell Health is redefining “care” on every level. Tune in to discover Northwell Health's innovative approaches to improving both patient and physician experiences, including data-driven metrics, annual award programs, patient experience transparency, and reducing day-to-day administrative burdens for doctors. Key Moments: 00:00 Alyssa Scully, Assistant Vice President of Operations at Northwell Health 00:46 Balancing Patient Experience and Operations 02:40 Supporting and Empowering Physicians 04:33 The Impact of Technological Advances in Healthcare 10:20 Physician Wellness Programs 21:17 Training and Empowering Healthcare Teams 36:15 Implementing Salesforce for Personalized Care 42:31 Creating A “Third Place” For Physicians – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. Tune in to learn: (0:00) Intro (1:37) Customer Experience as a Competitive Differentiator (3:01) Building Products for Yourself (6:35) Balancing User Experience for Different Segments (8:09) Inspiring New Users Through Experts (9:57) Creating a Diverse Set of Opinions (11:45) Navigating Customer Feedback and Intuition (13:08) Learning from User Feedback (14:50) Prioritizing Features Based on User Needs (16:22) The Importance of Team Collaboration (18:34) Building and Leading Teams (21:04) Creating an Environment for Innovation (25:31) Maintaining Customer Connection as You Grow (41:41) Building Trust with Customers (45:29) Recent Impressive Brand Experiences (49:35) Advice for Customer Experience Leaders – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. Tune in to learn: Tune in to learn: 00:00 Introduction to Customer Experience 01:49 The Evolution of Customer Experience 04:24 Key Metrics Surrounding CX Investment 05:32 Implementing Return on Experience (ROX) 08:38 Challenges in CX Metrics 10:03 Creating a Bespoke Measurement System 14:46 The Role of Leadership in Experience 16:20 Diagnosing Organizational Maturity 23:17 High Ground vs. Low Ground Thinking 25:41 The Importance of Aligned Purpose 34:59 Curating AI According to Your Values 41:10 A Personal Experience With an Impressive CX Team 46:23 Key Advice for CX Leaders – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

“Limitless.” That’s how Kishan Chetan, the Executive VP and GM of Salesforce Service Cloud, describes the future of AI in customer service. Kishan Chetan explains why customer experience has evolved from deflecting customer interaction and how state-of-the-art tools like Agentforce are the key to providing proactive customer engagement, meaningful connection for employees and customers alike, and equitable accessibility for every type of customer. Whether you’re searching for that hidden, game-changing data that’s currently free-floating in an untitled spreadsheet, or you need to centralize your customer’s feedback so every department offers impeccable service, or you simply want to know how to choose, pilot, and customize the right AI tool for your business… this episode is for you. Key Moments: 00:00 Introduction to Customer Efficiency 00:41 Transforming Customer Service with AI 02:06 The Limitless Future of AI 03:48 Proactive and Reactive AI Service 05:47 Introducing Agentforce 07:49 AI Agents vs. Chatbots 09:43 Human and AI Collaboration 17:15 Real-World Examples of AI in Action 22:58 Leveraging Unstructured Data for Better Operations 23:20 Unified Knowledge: Powering AI with Comprehensive Data 24:03 Challenges in Centralizing Data for AI 25:55 Importance of Quality Data and Human Curation 26:47 Practical Tips for Implementing AI in Customer Service 28:16 Choosing the Right Channels for Customer Interaction 29:21 Balancing AI and Human Interaction 31:37 Piloting AI Solutions for Maximum Impact 32:23 Creating Exceptional Customer Experiences with AI 36:04 Future Trends in AI and Customer Service 38:25 Potential Pitfalls and Considerations 41:34 Optimizing Customer Experience: Real-World Examples 44:04 Advice for Customer Experience Leaders – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Is the commoditization of technology ruining the customer experience? Can Artificial Intelligence be characterized as “Affectionate Intelligence” if it’s designed to respect a consumer’s boundaries? Louis Giagrande, CMO of LG Electronics USA, dives into these hot topics as he discusses the challenges of maintaining brand value in a market flooded with cheap alternatives. Plus, he explains what companies can do to stand out and how LG is breaking down silos and fostering collaboration to enhance customer experience. Key Moments: 00:00 Introduction 01:43 Human-Centered Innovation at LG 03:59 Voice of Customer Program Enhancements 06:04 Game-Changing Data Sources 07:30 Integrating Marketing and Customer Support 08:56 Challenges in Cross-Functional Collaboration 10:30 Impact of Executive Alignment 11:25 The Next Phase of LG 13:24 Customer-Centered Innovation 14:47 Proactively Providing Customer Solutions 16:10 LG’s Philosophy and Brand Story 21:37 Key to Identifying Campaign Effectiveness 24:25 Basics of Integrating Customer Feedback 26:23 The Power and Purpose of LG Nova 32:04 B2B Segment Focus Brings New Opportunity 34:29 Challenges in the Home Appliance Industry 40:36 What We Can Learn from Chewy’s Customer Service 42:45 Advice Every CX Leader Must Hear – 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. – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Mazda is redefining customer experience by putting humans at the center of everything it does. On this episode, Brad Audet, CMO of Mazda Americas, shares insights on how emotional connections and personalized experiences can drive brand loyalty and business success. Plus, he explores the importance of human connection in business and how it can transform customer experiences. Tune in to hear about: Customer Experience as a Competitive Differentiator Omotenashi: The Concept of Radical Hospitality The Importance of Emotional Connection Bringing Human Connection into Business The Role of Technology in Enhancing Human Experience The Balance Between Technology and Human Touch Listening vs. Hearing in Customer Interactions The Importance of Tonality in Communication The Role of CMOs in Sustainable Development Goals – 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. – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Is your company truly listening to its customers, or are you just paying lip service? On this episode, Michelle Engel, Chief Product Officer at UserTesting, challenges the status quo of customer feedback and discusses the pitfalls of ignoring customer insights. She shares key strategies that top brands use to ensure their offerings resonate with real users and explains the transformative power of truly understanding your audience. Tune in to learn: How integrating human insights can transform customer experiences Why data alone doesn't explain customer emotions and experiences Why personalization is key to addressing diverse customer needs How integrating customer insights across departments enhances strategy How AI can significantly speed up the process of gathering insights Ways technology can transform customer interactions for the better – 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. – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Want to navigate the complexities of digital transformation successfully? In this episode, Jonathan Murray, the Chief Strategy Officer at Mod Op and co-author of Getting Digital Done, outlines a step-by-step approach to integrating AI into your customer experience strategy. He explains how to build a solid data foundation and establish governance principles that will set your organization up for success. Plus, Jonathan and Lauren discuss the disconnect between leadership and customer needs, and how to bridge that gap using data-driven insights. Tune in to learn: Why organizations often resist new technologies due to fear and uncertainty How AI can enhance customer interactions through conversational experiences How AI can help rehumanize business interactions with customers Why organizations must have the right data infrastructure to leverage AI Why employee experience must be prioritized to ensure successful transformations – 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. – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.