Experts of Experience

Latest Episodes:

From Google to GPT: How Search Actually Works in 2025 Oct 22, 2025

Show notes

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

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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.

Why Great Leaders Communicate Like Creators Oct 08, 2025

Show notes

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 Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don’t drive action.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:

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

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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 A 2-Week AI Agent Launch Enabled 67% Productivity Gains Sep 24, 2025

Show notes

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

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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.

Salesforce Solved The SEO Issue Sep 10, 2025

Show notes

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

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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.

The Trick to Aligning Tech, People & Process for Operational Success Aug 27, 2025

Show notes

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?

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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.

Behind the Scenes of L'Oréal’s Real-Time Marketing Machine Aug 13, 2025

Show notes

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

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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 to Lead Brands That Translate Globally Jul 30, 2025

Show notes

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

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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.

Digital Labor Is Now: Why 2025 Will Be a Turning Point Jul 23, 2025

Show notes

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

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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.

Why Music Makes You Buy More Jul 16, 2025

Show notes

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

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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 to Lead Change Without Losing Your Mind (or Team) Jul 09, 2025

Show notes

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