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...
Agentforce: Why CEOs and Customers Are Asking For AI Like This!
“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 equitable accessibility for every type of customer. Whether you’re searching for that hidden, game-changing data that’s currently free-floating in an untitled spreadsheet, or you need to centralize your customer’s feedback so every department offers impeccable service, or you simply want to know how to choose, pilot, and customize the right AI tool for your business… this episode is for you.Key Moments:00:00 Introduction to Customer Efficiency00:41 Transforming Customer Service with AI02:06 The Limitless Future of AI03:48 Proactive and Reactive AI Service05:47 Introducing Agentforce07:49 AI Agents vs. Chatbots09:43 Human and AI Collaboration17:15 Real-World Examples of AI in Action22:58 Leveraging Unstructured Data for Better Operations23:20 Unified Knowledge: Powering AI with Comprehensive Data24:03 Challenges in Centralizing Data for AI25:55 Importance of Quality Data and Human Curation26:47 Practical Tips for Implementing AI in Customer Service28:16 Choosing the Right Channels for Customer Interaction29:21 Balancing AI and Human Interaction31:37 Piloting AI Solutions for Maximum Impact32:23 Creating Exceptional Customer Experiences with AI36:04 Future Trends in AI and Customer Service38:25 Potential Pitfalls and Considerations41:34 Optimizing Customer Experience: Real-World Examples44:04 Advice for Customer Experience 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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#60 Storytelling 101: CMO of LG Electronics Shares the Key
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 companies can do to stand out and how LG is breaking down silos and fostering collaboration to enhance customer experience.Key Moments:00:00 Introduction01:43 Human-Centered Innovation at LG03:59 Voice of Customer Program Enhancements06:04 Game-Changing Data Sources07:30 Integrating Marketing and Customer Support08:56 Challenges in Cross-Functional Collaboration10:30 Impact of Executive Alignment 11:25 The Next Phase of LG 13:24 Customer-Centered Innovation 14:47 Proactively Providing Customer Solutions16:10 LG’s Philosophy and Brand Story21:37 Key to Identifying Campaign Effectiveness24:25 Basics of Integrating Customer Feedback 26:23 The Power and Purpose of LG Nova32:04 B2B Segment Focus Brings New Opportunity 34:29 Challenges in the Home Appliance Industry40:36 What We Can Learn from Chewy’s Customer Service42:45 Advice Every CX Leader Must Hear–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.
–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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#59 Radically Human: How Mazda is Redefining Customer Experience
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:Customer Experience as a Competitive DifferentiatorOmotenashi: The Concept of Radical HospitalityThe Importance of Emotional ConnectionBringing Human Connection into BusinessThe Role of Technology in Enhancing Human ExperienceThe Balance Between Technology and Human TouchListening vs. Hearing in Customer InteractionsThe Importance of Tonality in CommunicationThe Role of CMOs in Sustainable Development Goals–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.
–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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#58 The ROI of Listening: How Brands Are Winning with User Feedback
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 truly understanding your audience.Tune in to learn:How integrating human insights can transform customer experiencesWhy data alone doesn't explain customer emotions and experiencesWhy personalization is key to addressing diverse customer needsHow integrating customer insights across departments enhances strategyHow AI can significantly speed up the process of gathering insightsWays technology can transform customer interactions for the better–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.
–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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#57 Why Your C-Suite Needs to Embrace AI for Customer Success
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 success. Plus, Jonathan and Lauren discuss the disconnect between leadership and customer needs, and how to bridge that gap using data-driven insights.Tune in to learn:Why organizations often resist new technologies due to fear and uncertaintyHow AI can enhance customer interactions through conversational experiencesHow AI can help rehumanize business interactions with customersWhy organizations must have the right data infrastructure to leverage AIWhy employee experience must be prioritized to ensure successful transformations–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.
–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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