Experts of Experience

Latest Episodes:

#46 Expanding FanDuel's Reach: The Power of Partnerships and Customer Experience Sep 04, 2024

Show notes

On this episode, Josh Ives, SVP of Customer Experience Operations at FanDuel, discusses the customer-centric strategies and innovative approaches that have contributed to the success of FanDuel in the highly competitive sports betting industry. He emphasizes the importance of building customer trust, protecting customers through responsible gaming programs, and creating personalized experiences. Josh also highlights the significance of partnerships in expanding the reach of FanDuel and enhancing the customer experience.

Tune in to learn:

Why building customer trust is crucial for success in the sports betting industry.
Why responsible gaming programs and customer protection are key strategies to drive loyalty.
How personalization and understanding customer preferences create engaging experiences.
How partnerships play a significant role in expanding reach and enhancing the customer experience.
Why consistency is key in delivering great customer experiences.
How recovery from service failures can be an opportunity to build trust and loyalty.
Why integrating tools and technology can enhance both the customer and employee 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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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.

#45 Creating Experiential Moments and Partnerships Aug 28, 2024

Show notes

On this episode, Andrea Sengara, the Head Of Marketing, Campari America, discusses the importance of storytelling in marketing and how it can create an emotional connection with consumers. She shares examples of how Campari brands like Wild Turkey and Grand Marnier use storytelling to honor their rich history and engage consumers, and she talks about the balance between art and science in designing customer experiences and the importance of personalization and data-driven decision-making.

Tune in to learn:

How to create experiential moments and partnerships
The importance of connecting with Gen Z through authenticity and experiences
Why you should be balancing art and science in designing customer experiences
Hot to think about personalization and data-driven decision-making

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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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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.

#44 Implementing AI in Customer Experience Aug 21, 2024

Show notes

On this episode, Meghan Hatalla, Senior Customer Experience Researcher at Veritas Technologies, discusses the use of machine learning and natural language processing to enhance user research and improve customer experience. She highlights the importance of data analysis, sentiment analysis, and personalization in understanding user behavior and needs, and talks about the challenges of implementing AI in customer experience.

The role of machine learning and AI in processing large data sets and identifying patterns in user behavior
The importance of qualitative research in understanding user experiences and problem-solving
How to Implementing AI in customer experience
How to build trust and emotional connections for a positive customer experience
Key Components of Effective Customer Interviews
The Role of User Research in AI

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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.

#43 Going Beyond Basic Customer Service Aug 14, 2024

Show notes

On this episode, Eli Weiss, VP of Retention Advocacy at Yotpo, discusses the evolving space of customer experience and SaaS, emphasizing the importance of kindness and humility in the industry. He also discusses the importance of personalization in CX and retention, and highlights the value of leveraging data to create targeted messaging and improve the customer journey.

Tune in to learn:

The Importance of Retention
Finding the Balance in CX Strategies
The Value of Great CX and Missed Opportunities
Businesses' Perception of CX
The Role of AI in Improving CX
The Power of Personalization
The Future of Messaging
Trends in CX and Retention
Elevating the CX and Retention Conversation

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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.

#42 Preserving Human-to-Human Relationships in Retail Aug 07, 2024

Show notes

On this episode, George Hanson, the Chief Digital Officer at Mattress Firm, discusses how innovative technologies are revolutionizing the retail space and enhancing customer satisfaction. He emphasizes the importance of starting with customer needs and finding ways to transition from online to in-store experiences as seamlessly as possible. Plus, he talks about the central role of retail associates in the customer experience and the need to provide them with the tools and technology they need to succeed.

Tune in to learn:

The Role of Sleep Experts in the Mattress Industry
The Need to Preserve Human-to-Human Relationships in Retail
The Importance of Building Trust and Transparency in the Age of AI
How to Create a Seamless Online-to-Offline Experience
How To Improve Sleep Health with Data-Driven Insights
Why You Should Be Mastering the Art of Better Sleep

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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.

#41 The Power of Storytelling and Design in Customer Experience Jul 31, 2024

Show notes

On this episode, Dane Howard, VP of Product Design at G2, discusses the impact of design on customer experience in software and he emphasizes the importance of trust and transparency in a software marketplace like G2, where reviews play a crucial role. Plus, Dane shares insights on creating alignment and collaboration among teams, the power of storytelling in design, and the value of customer journey mapping.

Tune in to learn:

The Impact of Design on Customer Experience in Software
Why You Should Be Bridging the Gap: Designing for Buyers and Sellers in a Marketplace
The Role of Empathy and Emotional Connection in Design
How to Create Alignment and Collaboration Among Teams
The Power of Storytelling in Design
How to Break Down Silos with Customer Journey Mapping
The Importance of Reducing Friction and Increasing Delight
The Power of Useful Artifacts

Mentions:

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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.

#40 Leveraging Predictive Analytics and AI for Hyper-Personalization Jul 24, 2024

Show notes

On this episode, Benjamin Baer, the Vice President of Product Marketing at FICO, takes us through FICO's journey from disparate technologies to developing a robust AI decision-making platform. He explains how FICO adapts its product strategy to address the rapidly changing tech industry, the intricacies of predictive and prescriptive analytics, and the future of hyper-personalization in customer experiences.

Key Takeaways:

The evolution of FICO’s technology, the integration of predictive analytics, business rules engines, and optimization technologies to create a seamless solution for businesses.
How prescriptive analytics helps businesses make informed decisions based on data, predicting outcomes, and optimizing responses.
FICO's role as a B2B2C company, helping clients improve their customer experience using advanced analytics.
The importance of building authentic, non-transactional relationships with customers to enhance loyalty and long-term engagement.
Understanding the current challenges and opportunities in integrating generative AI into customer-facing solutions while ensuring regulatory compliance.
Real-world applications of in-stream analytics for real-time customer engagement in various industries.
The vision of a fly-by-wire enterprise, where business operations are optimized and automated through advanced analytics and decisioning technologies.
The significance of integrating AI as a feature within broader business solutions, rather than as standalone products.

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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.

#39 Optimizing Campaigns and Driving Revenue with AI Jul 17, 2024

Show notes

On this episode, Alison Lindland, the CMO of Movable Ink, discusses the impact of AI on marketing teams and she emphasizes the need for teams to adapt to the changing landscape and support their clients throughout their journeys. Alison also shares insights on the company's customer advisory board and the value of collaborating with clients to drive product innovation.

Key Takeaways:

How Movable Inc. utilizes AI technology to optimize campaigns and explore new categories for individual recipients
How AI is changing the work and structure of marketing teams, requiring them to adapt and support their clients through change management.
Why employee experience is a key factor in delivering a great customer experience
Why marketing leaders need to be comfortable with change if they want to succeed in the AI-driven landscape.

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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.

#38 How To Actually Implement AI in A Meaningful Way Jul 10, 2024

Show notes

On this episode, Irina Gutman, the Global Leader of Professional Services for AI at Salesforce, discusses how to support customers in transitioning to AI products and services, and she dives deep into the implementation process, change management, AI products, data organization, and job impact. Plus, Irina explains how she views the role of AI in customer service.

Key Takeaways:

AI implementation requires a consultative approach, understanding customer vision, goals, and obstacles.
Change management is crucial in addressing the impact of AI on the workforce and demystifying AI-related fears.
AI products such as generative AI, predictive AI, and automation are tailored to customer needs and integrated into the flow of work.
Data organization and cleanliness are essential for successful AI implementation, and training models and prompt engineering play a key role in AI customization.
The impact of AI on jobs involves the optimization of certain roles and the emergence of new job opportunities, requiring a shift in mindset and adaptation. AI in customer service requires human oversight and ethical considerations.
Responsible AI implementation involves risk assessment and consideration of workforce impact.
Staying updated on AI technology is essential for informed decision-making and future readiness.

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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.

#37 The Need For Speed in Customer Experience Jul 03, 2024

Show notes

On this episode, Tom Williams, Chief Experience Officer at Discount Tire, shares his journey from a part-time tire technician to a leadership role. He emphasizes the importance of empowering employees and listening to their ideas. Plus, he explains how Discount Tire prioritizes the customer experience by introducing innovative concepts and technology.

Key Takeaways:

Empowering employees and listening to their ideas leads to great choices and better customer experiences.
How Discount Tire prioritizes the customer experience
Ways Discount Tire uses technology to empower and educate consumers in their tire-buying process.
Why Discount Tires evaluates success based on whether they are building dreams for their people and generating profits to invest in their vision for the future.
Starting with empathy is key when designing customer experiences.

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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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