Experts of Experience

🔄 “What’s your name and account number… again?” Nothing frustrates customers more than repeating the same information across channels — especially after they’ve been listening to monotonous hold music.  Repeating the details of a case is not just annoying for your customers — it’s a signal your systems (and teams) aren't talking to each other. In today's world, context is everything: If your chatbot collects information from a customer, the human agent should see it immediately. Every interaction should feel seamless, not like starting over. As Kishan Chetan, EVP and GM of Salesforce Service Cloud, highlights in the newest episode of Experts of Experience, AI agents can pass full context to human agents so no customer ever hears, “Can you repeat that?” again. 💡 Here’s how you can create a seamless experience for your customers: Audit your handoff process between AI and human agents. Ensure your AI collects and transfers context effectively. Train agents to acknowledge previous interactions for a frictionless experience. Customer experience isn’t just about solving problems — it’s about making the journey feel effortless. 🎧 Listen to Kishan’s episode of Experts of Experience to learn how seamless handoffs create truly delightful customer experiences. 

Your customers will feel it if your internal teams aren’t aligned. Better CX starts with better cross department communication. Louis Giagrande’s take: “Priotizing customer experience means breaking down walls between groups within a company.” What’s a internal disconnect you’ve seen trickle down to the customer?👇 — Thanks Louis, LG Electronics, Lauren Wood, and Salesforce for another great episode!

Are we relying too much on tech in customer success? On a recent episode of Experts of Experience, Sarah Parker, SVP of Customer Success at BetterUp, dives into the delicate balance between automation and that all-important human touch. Can we really scale customer success without losing the personal connection? Tune in to hear Sarah’s thoughts on why data, AI readiness, and understanding customer context are crucial, plus how proactive engagement strategies can make a difference. Don’t miss this lively discussion on where tech meets heart in customer success! Thanks, Salesforce Customer Success.

Are you actually listening to your customers? Mazda is redefining customer experience by putting humans at the center of everything it does. On this episode, CMO Brad Audet shares insights on how emotional connections and personalized experiences can drive brand loyalty and business success. Check it out! Mazda North American Operations, Salesforce, Lauren Wood #expertsofexperience #customerexperience #cxinsights

What are the best ways to use AI? How can it become a tool that makes your organization better? Michelle Engle of UserTesting explains how her team uses AI to identify common themes in user interactions and how AI has helped save time and enhance the quality of insights gathered. Thanks, Salesforce Customer Success.

On a recent episode of #ExpertsofExperience, Monica Trivedi, VP of Global Client Experience at JLL Technologies, opened up about the power of client experience in driving real revenue growth. She shared how she’s tackled the challenge of understanding her clients' unique ecosystems, built a global team from the ground up, and fostered tight cross-functional relationships to elevate customer success. Monica also shared some fascinating insights on how AI has streamlined client support and engagement, and why she believes in creating those small but meaningful moments of delight for clients. For Monica, client experience wasn’t just a priority; it was a 24/7 commitment. By building strong relationships with product teams, she created a culture of collaboration and alignment across the organization. She emphasized the value of staying connected with her CX team to keep a pulse on client needs and to build a company-wide customer-first mindset. Catch this episode to hear how Monica’s hands-on approach and strategies transformed client experience in today’s digital world. Thanks, Salesforce Customer Success

Do you understand the importance of understanding the emotional context behind customer feedback? Michelle Engle discusses how UserTesting allows companies to see real customers using their products, providing insights that go beyond mere data points and helping teams empathize with their users. Thanks, Salesforce Customer Success.

Is your company truly listening to its customers, or are you just paying lip service? Michelle Engle of UserTesting joined us on #ExpertsofExperience to break down what success means, how to measure it, and where listening plays a role. Thanks, Salesforce Customer Success

Believe it or not, the way to build deeper relationships is with artificial intelligence. At least, that's what Jonathan Murray believes. Hear his take on #ExpertsofExperience. Thanks, Salesforce Customer Success.

On a recent episode of Experts of Experience, Gina Hardy, Chief Marketing and Experience Officer at Chamberlain Group, took us on a journey through the evolving landscape of customer experience in a digital-first world. Gina shared how she keeps the customer at the heart of every decision — from anticipating their needs through data to simplifying complex products with messaging that resonates. Drawing from her role in shaping the myQ product journey and running campaigns with legends like LeBron James and Serena Williams, she underscores the power of storytelling to create memorable brand experiences that truly connect. Tune in to learn how Gina’s approach blends strategy, empathy, and innovation to elevate customer experience!