Experts of Experience

This episode’s a little different — and kind of emotional. Lauren Wood, our incredible host since day one, is passing the mic to the amazing Lacey Peace. Before she signs off, Lauren reflects on the wild ride: 75+ episodes, millions of downloads, and countless insights about CX, AI, and leadership. Lacey, who’s helped produce over 35 shows and reach 45+ million listeners as part of the Mission.org...

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 succes...

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 leader...

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, percep...

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 dig...

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 sh...

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 illu...

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 fi...

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 tru...

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...

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 impac...

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...

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 t...

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...

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...

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 workpl...

“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...

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 com...

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...

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...

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...

What does it take to truly win over customers in today's fast-paced digital landscape? Join us as Danny Pozo, Cisco’s VP of U.S. Commercial Customer Experience, shares his unique perspective on customer experience at Cisco. From the importance of emotional intelligence to the role of AI in CX, this episode dives deep into the strategies that can make or break customer relationships. Are you ready...

Are we relying too much on technology in customer success? Sarah Parker, the SVP of Customer Success at BetterUp, discusses the balance between automation and human touch in customer relationships. Is it possible to scale customer success without losing the personal connection? Join us as we explore this critical debate in the industry. Tune in to learn: Why data is essential for driving customer...

On this episode, Monica Trivedi, VP of Global Client Experience at JLL Technologies, discusses the importance of client experience in driving revenue growth and the strategies she employs to enhance customer success. She emphasizes the need for understanding client ecosystems, managing a global team, and fostering cross-functional relationships. Monica also shares insights on leveraging AI to impr...

On this episode, Amanda Teder, Executive Vice President of Marketing at Generac, discusses the company's evolution from a generator manufacturer to a total energy solutions provider and she highlights the importance of customer experience and how Generac is adapting to changing consumer needs. Amanda and Lauren also dive into the role of AI in customer service, the significance of sustainable ener...