Experts of Experience

Latest Episodes:

#26 Secrets to Great Service at Quick-Service Restaurants Apr 17, 2024

Show notes

On this episode, Ryan Ostrom, the Chief Marketing Officer of Jack in the Box, discusses how the brand has separated itself from that pack in the QSR industry by placing an emphasis on speed, quality, and consistency. Plus, Ryan explains how innovation can drive business growth and enhance the customer experience, and he reveals how Jack in the Box continues to satisfy constantly evolving customer cravings with digital innovations as well as in-store service.

Tune in to learn:

Why speed and quality are crucial in the QSR industry, but why it's important to find a balance between the two.
Why consistency is key in creating a loyal customer base in QSRs.
How innovation plays a vital role in driving business growth and enhancing the customer experience in the QSR industry.
How involving consumers in the innovation process through ideation sessions and consumer taste tests can lead to successful menu innovations.
The ways Jack in the Box sets itself apart through its diverse menu, all-day breakfast, and customization options.
Why fostering a culture of innovation and creativity requires exploring food trends, conducting consumer research, and prioritizing the guest experience.
Why cutting corners in the pursuit of cost savings can negatively impact the quality and consistency of menu items.
How regularly monitoring guest insights and sales data can help identify changes in consumer preferences and make necessary improvements.

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Mission.org is a media studio producing content alongside world-class clients. Learn more at http://www.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.

#25 How Breeze Airways is Proving You Can Create Superior Flying Experiences Apr 10, 2024

Show notes

On this episode, Danny Cox, Vice President of Guest Experience at Breeze Airways, discusses the challenges airlines face in creating great passenger experiences. He emphasizes the need for airlines to let go of antiquated processes and mindsets and focus on. Danny shares how Breeze Airways is working to improve the airport experience and reduce stress for travelers. He also highlights the importance of partnerships and the impact they have on the overall guest experience. Plus, Danny discusses the role of leadership in guiding the team and fostering an empowerment mindset.

Tune in to learn:

What are airlines missing when it comes to great experiences?
Making the airport experience easier
Why is it difficult to give control back to customers?
How Breeze differentiates itself in the market
Guiding a customer service team
Hard lessons in building a new business

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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.

#24 Customer Experience Resurgence: The MoviePass Story Apr 03, 2024

Show notes

On this episode, Frances Molina, the CX manager at MoviePass, discusses the history and revival of MoviePass, the challenges of resetting customer expectations, and the importance of cross-functional collaboration in delivering a great customer experience. She shares insights on creating a knowledge base and simplifying information for customers, as well as the significance of customer journey mapping. Plus, she and Lauren dive deep into various aspects of customer experience and how to effectively address customer needs while also looking after your CX team.

Tune in to learn:

The history of MoviePass
How to reset customer expectations for returning customers
New implementations that helped re-educate customers
How to create a knowledge base that is easy to understand
What is the most important thing to remember when building a customer journey map
Ways to approach cross-functional collaboration
How to manage customer problems that don’t reach the scale that other teams find important
What are the huge obstacles for MoviePass 2.0

Mission.org is a media studio producing content alongside world-class clients. Learn more at http://www.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.

#23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement Mar 27, 2024

Show notes

On this episode, Brynne Henn, the Product Marketing Lead, of the AR Development Platform at Niantic, discusses Niantic's approach to user-centric design and customer experience in developing AR products. The discussion highlights the importance of prioritizing the needs of customers and using a 'blog before you build' approach to ensure that products are built for customer needs. The conversation also delves into how AR can enhance customer experiences, the fostering of a developer community, and the significance of building trust with customers.

Tune in to learn:

How to prioritize user-centric design and customer experience in AR product development.
What is the 'blog before you build' approach and how can you use it to ensure products are built for customer needs?
How AR can enhance customer experiences through virtual try-ons, personalized advertising, and game-based experiences.
How to foster a developer community by understanding their needs and providing support.
Why you need to build trust with customers by being transparent, addressing mistakes, and valuing their feedback.
How to create a foundation for product development to streamline processes and improve efficiency.
The need to drive cross-functional collaboration by understanding team dynamics and establishing clear communication.

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Mission.org is a media studio producing content for 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.

#22 Advice for Harmonizing Business-Customer Relationships Mar 20, 2024

Show notes

In this conversation, Dan Lubetsky discusses the importance of one-to-one engagement and the need for brands to capture consumer interest at any moment. He emphasizes the role of building trust with consumers through effective communication and understanding their needs and preferences. Dan also highlights the value of utilizing first-party and zero-party data to enhance customer insights. He shares his approach to staying informed on the changing technology landscape and provides an example of an impressive brand experience with Lomi. The conversation concludes with the advice for customer experience leaders to strike the right balance in the value exchange between businesses and customers.

Tune in to learn:

How AI can be a powerful tool in customer engagement and advertising, but it is important to use it responsibly and authentically.
Why personalization is key in creating a great customer experience, but it should be balanced with the customer's expectations and preferences.
How the use of AI in customer support and engagement is changing the way brands interact with their customers, allowing for more immediate and personalized communication.
Why finding the right use cases for AI implementation and understanding the potential risks and challenges is crucial for successful adoption.
Building trust with consumers requires effective communication and understanding their needs and preferences.
How utilizing first-party and zero-party data can enhance customer insights and enable personalized experiences.
Why staying informed on the changing technology landscape is essential for customer experience leaders.
Why striking the right balance in the value exchange between businesses and customers is key to success.

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Mission.org is a media studio producing content for 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.

#21 Accessibility in Focus: Fable's CEO Talks Design and Impact Mar 13, 2024

Show notes

On this episode, Lauren interviews Alwar Pillai, the CEO and Co-founder of Fable, a company that helps organizations build accessible and inclusive technology. They discuss the importance of accessibility in technology and the challenges of building inclusive products. They also explore the role of design in accessibility and the impact of inclusive design on user experience. Plus, Alwar emphasizes the competitive advantage of accessibility and the importance of serving the largest untapped consumer segment in the world - people with disabilities.

Tune in to learn:

The Importance of Accessibility in Technology
The Key People Being Left Out in Digital Products
The Challenges of Building Inclusive Technology
Creating Inspiration and Shifting Perspectives
The Role of Design in Accessibility
The Impact of Inclusive Design on User Experience
Advice for Customer Experience Leaders
The Importance of Internal Culture

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Mission.org is a media studio producing content for 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.

#20 Insights on Prioritizing Customer Experience for Sustainable Growth Mar 06, 2024

Show notes

On this episode, Shep Hyken, a CX expert, shares insights on the importance of customer experience and the common mistakes companies make. He emphasizes the need for a customer-centric culture and the connection between employee experience and customer experience. Shep also discusses the business case for investing in customer experience and provides tips for moving from satisfactory to excellent customer experience. Additionally, he highlights the significance of the applicant experience and the role of fun in the workplace.

Tune in to learn:

Why customer experience is a key differentiator for businesses and can lead to increased customer loyalty and financial success.
Why companies make the mistake of viewing customer service as a cost center rather than an investment that can drive growth.
How to create a customer-centric culture requires leadership commitment, effective communication, training, and role modeling.
Why the applicant experience is an important aspect of the employee journey and can impact the overall employee experience.
The reason having fun in the workplace can improve employee engagement and contribute to a positive customer experience. Creating a happy and engaged team leads to higher employee satisfaction and productivity.
Why customer experience should be a cultural philosophy, ingrained into every aspect of the organization.
How to utilize open communication and transparency to build trust with customers and employees.
How to prioritize customer experience in a way that leads to increased customer loyalty and business success.

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Mission.org is a media studio producing content for 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.

#19 The Ultimate Guide to Ecommerce CX Feb 28, 2024

Show notes

In this conversation, Michael Bair, SVP of Customer Experience at Figs, shares insights on creating a seamless end-to-end customer experience in ecommerce. He emphasizes the importance of investing in all touchpoints of the customer journey and understanding customer expectations. Michael also discusses the key elements of a great customer experience, including on-site experience, shipping and delivery, and support. He highlights the need for clear descriptions, self-serve tools, and resolution-focused support.

Tune in to learn:

How to invest in all touchpoints of the customer journey to create a seamless end-to-end experience.
Why to focus on clear descriptions, self-serve tools, and resolution-focused support in ecommerce.
How to understand customer expectations and deliver on them to build trust and loyalty.
Why employee experience is key to delivering exceptional customer experience. Creating a great work environment for customer success is crucial, as it involves solving problems for the most important person in the organization: the customer.
Why clear goals and consistent communication are essential in creating a good work environment for customer success teams.
Why customer satisfaction is the North Star metric for measuring customer experience, and NPS can still be a valuable tool when used consistently and transparently.
Understanding that customer feedback is crucial, and how organizations should communicate that they listen and take action on customer feedback.
Moving from ecommerce to retail and the required adjustments in the customer experience

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Mission.org is a media studio producing content for 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.

#18 Innovation in Education: Duolingo's Approach to Immersive Learning with Megan Bednarczyk Feb 21, 2024

Show notes

Join us as, Megan Bednarczyk, staff product designer at Duolingo, gives us a deep dive into the use of generative AI in the language learning app and how users are getting the most out of the technology. Megan shares how GPT-4 opened up new possibilities for personalized and immersive language learning experiences and she emphasizes the importance of testing and iterating with users to ensure the effectiveness of the AI-powered features. Megan also discusses the strategies used to create an addictive and engaging experience for Duolingo users.

Tune in to learn:

Generative AI, such as GPT-4, has enabled Duolingo to create personalized and immersive language learning experiences.
Testing and iterating with users is crucial in the development of AI-powered features.
Creating an addictive and engaging experience is key to keeping users motivated and coming back to the app.
Understanding the user's perspective and incorporating subject matter experts are essential in designing effective AI-powered products. Creating a fun and engaging experience is crucial for keeping users engaged and coming back to an app.
Drawing inspiration from other apps and games can help incorporate gamification elements into different industries.
Balancing business needs and user value is essential in monetization strategies.
Using AI to solve user needs can enhance the user experience and provide personalized solutions.
Avoid blindly following AI trends and instead focus on solving real problems for users.
Staying informed about AI developments and experimenting with the technology can help uncover new possibilities.
Starting with the user and understanding their needs is key to building successful products.

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Mission.org is a media studio producing content for 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.

#17 Rudi Khoury - Empower Your Team, Transform Customer Service: Fisher & Paykel's Revolutionary Approach Feb 14, 2024

Show notes

How does enhancing the employee experience revolutionize customer service?

Join Lauren Wood on 'Experts of Experience' as she engages with Rudi Khoury, Chief Digital Officer at Fisher and Paykel Appliances, delving into the transformative power of enhancing the employee experience to elevate customer service.

In this episode, Rudi shares his journey and the pivotal role of centralizing data and innovative processes in creating a culture of excellence. Discover the crucial metrics for customer experience success, and the essence of trust, transparency, and personalization in customer service.

Rudi's approach underscores the integration of customer feedback into product innovation and the empowerment of employees to deliver unparalleled customer experiences.

Tune in for valuable leadership advice and the impact of focusing beyond technology on service design and vision.

Don't forget to rate us on Spotify and Apple Podcasts if this conversation inspires you!

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Learn more about what’s possible on the Salesforce success plan website:

http://sfdc.co/SalesforceCustomerSuccess

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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.

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