Experts of Experience

Latest Episodes:

Tech Obsession is Failing Citizens (Rescuing Government Customer Service) Feb 05, 2025

Show notes

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

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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.

You’re Overthinking Customer Service! (Luxury Hospitality Gets It Right) Jan 29, 2025

Show notes

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.
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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

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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.

Doctor Visits Can Be… Good Experiences? Northwell Health Talks Healthcare Without Burnout Jan 22, 2025

Show notes

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

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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 Customer Experience is Your Best Competitive Advantage Jan 15, 2025

Show notes

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

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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.

Return on Experience: The Secret Metric Every Business Needs to Know Jan 08, 2025

Show notes

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

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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.

Agentforce: Why CEOs and Customers Are Asking For AI Like This! Dec 18, 2024

Show notes

“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

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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.

#60 Storytelling 101: CMO of LG Electronics Shares the Key Dec 11, 2024

Show notes

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

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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.

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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.

#59 Radically Human: How Mazda is Redefining Customer Experience Dec 04, 2024

Show notes

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

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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.

#58 The ROI of Listening: How Brands Are Winning with User Feedback Nov 27, 2024

Show notes

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

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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.

#57 Why Your C-Suite Needs to Embrace AI for Customer Success Nov 20, 2024

Show notes

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

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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.

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