If your customers aren’t happy, they will let you and the whole world know. Loudly. Ever wonder how companies deliver a consistent experience that meets - and e...
AI Agents Explained: Build a Digital Workforce That Works 24/7
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 digital employee. (With no code, just natural-language prompting.) Bernard shares firsthand accounts of the launch, including navigating real-time customer feedback and the crucial lessons learned about data hygiene and prompt engineering. He also discusses the delicate balance between AI automation and human support, emphasizing the importance of empathy training for these digital agents. Plus, they explore the challenges and opportunities for businesses of all sizes, from SMBs to enterprises, as they grapple with the evolving landscape of AI-driven customer experience, sales, and marketing.Press play and discover how Salesforce is shaping the future of AI in service, and what contrarian views Bernard Slowey holds about the role of data in decision-making.Key Moments: 00:00 Who is Bernard Slowey, SVP of Digital Success at Salesforce?04:18 The Evolution of Customer Service06:28 The Power and Potential of AI Agents18:06 Implementing Agentforce at Salesforce22:07 Challenges and Learnings From AI Agent Deployment33:29 Measuring Success and Future Prospects39:58 Escalation Rate and Customer Experience41:21 The Importance of Human Interaction in Support42:51 Digital Success and Customer Onboarding45:28 AI in Customer Success: Real-World Examples47:24 Data Hygiene and Internal Content Auditing 53:04 Cross-Functional Collaboration in CX01:00:28 The Human-AI Partnership 01:08:36 The Future of AI in Business01:12:51 Customer Obsession in Practice
–Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
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1:13:35
5 Customer Success Trends You Can’t Ignore in 2025
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 shares groundbreaking insights from research with 35 top companies on where the best teams are investing.They break down the five biggest trends shaping customer success in 2025, including the shift from CS as a team to CS as a mindset, the increasing reliance on AI and digital automation, and why failing to align with sales and product is holding teams back. Marybeth also reveals why B2B companies need to start thinking more like B2C, how customer expectations have changed, and what CS leaders must do to prove their impact and secure their place at the table. If you’re in customer success (or trying to define its future in your organization) this conversation is a must-listen.Key Moments: 00:00: Who is Marybeth D’Souza, Principal at Deloitte Consulting?03:52: The 5 Key Trends Shaping Customer Success09:25: Proving the ROI of Customer Success15:04: B2B Needs to Think Like B2C22:53: AI in Customer Success: Hype or Game-Changer?36:00: Breaking Down Silos Between CS, Sales, and Product44:00: What’s Next for Customer Success?
–Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
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45:11
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
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 illusion of putting customers first. Spoiler: If your “customer obsession” doesn’t actually involve listening to customers, you’re doing it wrong. Key Moments: 00:00 Who is Kevan Yalowitz, Software & Platforms Industry Lead for Accenture?02:21 Why You Should Care About Consumer Behavior Data04:55 Bias and Misinformation in AI06:46 Is AI More Creative Than Humans?08:17 AI in Customer Support and Experience12:30 Proactive AI Solutions and Customer Retention17:12 Connect Product and Support Teams with AI23:56 The Influence of AI on Purchasing Decisions24:23 The Importance of Aligned OKRs26:18 Customer Obsession in Large Organizations Vs. Start-Ups32:21 Implementing Agentic AI in Workflows35:45 Top-Down vs. Bottom-Up Approaches46:32 Key Advice for CX Leaders in the Age of Agentic AI
–Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
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47:30
Why Some Brands Become Movements (and Others Don’t)
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 fit” hiring is a terrible idea, Mark breaks down what it really takes to build a company people actually want to engage with.We also dive into the “need behind the need” (AKA why customers don’t buy what you’re selling but what it does for them). Mark shares how ZICO won over yoga studios by solving problems beyond hydration and why understanding where your customers make their money is the key to selling. If your culture, hiring, or customer experience feels off, this conversation holds the solution you’re looking for. Key Moments: 00:00 Who is Mark Rampolla, founder of ZICO & managing partner at GroundForce Capital?01:02 Building a Movement02:13 Why Company Culture Matters03:35 Culture in Action: Real-World Examples08:27 Hiring a Culture Add & Customer Obsession17:36 Assessing and Evolving Company Culture24:42 Understanding the Need Behind the Need25:06 Real-World Examples of Customer Empathy26:17 Building Relationships with Yoga Studios29:31 Marketing Strategies and ROI31:34 Hypothesis Testing & the Opportunities in Operational Failure38:17 Active Listening and Empathy in Business41:24 Impressive Brand Experiences43:18 Mark’s Key Advice for CX Leaders
–Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
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44:30
LA Fires Exposed a Harsh Customer Service Truth
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 trust in the moments that matter most. This conversation covers why insurance is so difficult to navigate, how Bright Harbor is reshaping disaster recovery with AI and human connection, and the simple CX strategies that can turn devastation into a structured path forward.If you think empathy and efficiency can’t coexist in high-stakes CX, think again. Key Moments: 00:00: Who is Gavin Blair, COO of Bright Harbor?02:17 Bright Harbor's Mission and Inception04:08 Challenges in Insurance CX06:18 Empathetic CX Through Disaster Recovery11:08: Citizens’ Optimism & Resilience After LA Fires14:51: Training Empathetic and Responsive Teams23:05 Role of AI in Enhancing Empathy33:51 Why Responsiveness is the Most Important Part of CX41:43 Gavin’s Advice for CX Leaders Everywhere
–Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
If your customers aren’t happy, they will let you and the whole world know. Loudly. Ever wonder how companies deliver a consistent experience that meets - and exceeds - their customer’s expectations? On this show, we’ll dive deep into the world of customer experience and share how businesses are navigating high expectations and leveraging emerging technology like AI and GPT to create the next great experience for their customers. Hosted by Lauren Wood and featuring some of the smartest business minds of the day, Experts of Experience is your go-to resource for ideas, innovation, and inspiration to level up your CX.
This podcast is presented by Salesforce Customer Success.
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