Experts of Experience

Latest Episodes:

How to Setup AI Agents That Your Customers Will Love Apr 16, 2025

Show notes

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

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Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org

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The Art of Conversation Design for AI Agents Apr 09, 2025

Show notes

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

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Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org

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The Big AI Lie & Why You Still Don’t Feel Ready Apr 02, 2025

Show notes

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

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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.

AI Agents Explained: Build a Digital Workforce That Works 24/7 Mar 24, 2025

Show notes

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

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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.

5 Customer Success Trends You Can’t Ignore in 2025 Mar 19, 2025

Show notes

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?

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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.

Accenture Lead Explains Why Customers Are Leaving non-AI Companies Mar 12, 2025

Show notes

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

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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 Some Brands Become Movements (and Others Don’t) Mar 05, 2025

Show notes

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

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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.

LA Fires Exposed a Harsh Customer Service Truth Feb 26, 2025

Show notes

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

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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.

This One Thing Will Generate 400% More Customer Data Feb 19, 2025

Show notes

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

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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.

Stop Guessing! Win Customers Through Data AND Emotion Feb 12, 2025

Show notes

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: