Experts of Experience

On this episode, Rekha Srivatsan, VP of Product Marketing at Salesforce Service Cloud, discusses the findings of the sixth edition of the Salesforce State of Service report. The report dives into some of the biggest trends in the customer success industry, including the increasing demand for personalized and fast service, challenges of implementing self-service while maintaining customer trust, an...

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...

 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 importa...

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 map...

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...

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 shar...

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 emphasize...

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...

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 del...

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...

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 i...

Join host Lauren Wood as she sits down with Ethan Beute, Chief Evangelist at Follow Up Boss, as they explore the nuanced art of what it means to be an evangelist and the importance of human-centered communication. In this episode, Ethan shares his innovative approach to evangelism that transcends traditional product selling, focusing instead on cultivating a community grounded in education and sha...

Explore the evolving landscape of customer experience with Jim Roth, President of Customer Success at Salesforce, in this episode of Experts of Experience. Join host Lauren Wood as she delves into the strategies of Salesforce to revolutionize customer interactions and organizational efficiency.  Jim Roth shares his expertise on breaking down functional silos and integrating customer services to pr...

Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena. In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success. Learn about Athena's innovative approach to enhancing client experiences and how Chris's leadership is s...

Dive into the world of creative customer experience with Ian Wishingrad, Co-Founder and CMO of Three Wishes Cereal. In this episode of Experts of Experience, Ian shares his journey from advertising to entrepreneurship, revealing how authenticity marketing strategies have shaped his customer-centric approach.  He shares the challenges and triumphs of creating a customer-centric, healthy cereal bran...

Explore the nexus of customer experience, success, and technology in the construction and real estate finance sectors in this episode of the Experts of Experience podcast. In this episode, host Lauren Wood engages in a conversation with Riley Thomas, the SVP of Markets at Built Technologies, a leader in construction and real estate finance technology.  They discuss how Built Technologies is revolu...

Dive into the future of advertising where Elizabeth Maughon unveils how empathy and AI are driving customer success. In this episode of 'Experts of Experience,' host Lauren Wood sits down with Elizabeth Maughon, Chief Customer Officer at Simpli.fi.  Discover how Elizabeth and her team are revolutionizing the ad tech industry through innovative customer success strategies and AI-driven solutions. E...

Discover how technology is transforming the field of mental health and crisis response. In this episode, host Lauren Wood talks with Grant Riewe, CTO of Vibrant Emotional Health. Grant shares his journey in innovating mental health services, particularly the 988 suicide crisis lifeline, demonstrating how technology can be a powerful tool in providing life-saving support. Learn about the challenges...

Join Lauren in an enlightening conversation with Sam Wegman, the VP of Customer Experience at Univar Solutions, as they explore the intricacies of B2B customer experience in the chemical distribution industry.   Sam shares her innovative strategies for building a culture that revolves around the customer-centric culture, where every employee plays a critical role in enhancing customer experience....

Uncover the secrets of building extraordinary customer relationships in this episode with Adam Toporek, a mastermind in customer experience.  In this episode, Lauren delves into Adam's unique insights on leveraging emotional connections and innovative strategies to elevate customer service. Discover how the blend of technology and empathy can transform customer interactions, and why empowering you...

Explore the forefront of customer success with Jan Young, a visionary in post-sale strategies.  In this episode, Lauren Wood delves deep into Jan's expertise, exploring her revolutionary approach to post-sale strategies in the SaaS world. Jan, the founder and CCO of Jan Young CX, shares her unique perspective on customer-led growth and go-to-market alignment, offering invaluable insights for busin...

Discover a new perspective on customer experience with Adrian Swinscoe, a multifaceted CX expert.  In this episode, Lauren Wood dives into Adrian’s unique approach to customer experience, exploring his punk perspective on revolutionizing CX strategies. Adrian shares insights from his experience as an advisor, speaker, author, and podcast host, challenging conventional CX methods. Join us as we del...

Discover how Big Brothers Big Sisters leverages technology to provide innovative customer experiences and track long-term societal impact. In this episode, Lauren is joined by Adam Vasallo, CMO of Big Brothers Big Sisters of America.  Adam shares how the organization, founded in 1904, creates life-changing mentorship opportunities for youth facing adversity. Learn how Big Brothers Big Sisters empo...

​​Discover the future of customer experience with Nigel Piper, as we explore how embracing customer contact can revolutionize business support systems.   Join host Lauren Wood on episode #3 of the Experts of Experience podcast as she sat down with Nigel Piper, Executive GM of Customer at Xero who oversees the customer experience of over 3.7 million subscribers worldwide.   In this episode, Nigel s...

How does AI redefine customer success and sales strategies? Tune in as Matt Dixon, author of ‘The Challenger Sale’, unveils the transformative journey of customer feedback and experience. Matt Dixon is the founding partner of DCM Insights and author of The Challenger Sale and The Effortless Experience. Matt kicks things off by sharing with us his journey as a “customer experience anthropologist.”...