Experts of Experience

Most leaders build strategy around data and decks — and then wonder why nobody commits. Matt Marcotte has spent 34 years watching this pattern repeat across 200+ companies, from Apple to Salesforce. His conclusion: real commitment starts with emotion, not logic. In his book Built on Belief, Matt lays out a deceptively simple mental model — heart, head, hands (feel, think, do) — that explains why culture breaks at scale, why AI-perfect content repels instead of attracts, and why the companies that invest in belief outperform everyone playing the metrics game. Key takeaways: - The brain is wired to feel first, think second, act third — leaders who reverse this order get compliance, not commitment - You cannot give what you've never received: employee experience must precede customer experience - As AI commoditizes execution, belief and human connection become the true competitive advantage - The 3 C's (Clarity, Curiosity, Connection) give leaders a practical framework for aligning teams around purpose - Metrics replace purpose when companies scale without vetting for belief — and that's when culture dies Connect with Matt Marcotte: Matt’s LinkedIn: linkedin.com/in/mamarcotte/ Matt’s Book: https://a.co/d/065v7O29 Website: m2collaborative.com/ Email: [email protected] Expert of Experience is hosted by Lacey Peace and made by the team at Mission.org. Chapters 00:00:00 You Can't Give What You've Never Received 00:02:21 The "Rational Consumer" Myth and Becoming a Consumer Anthropologist 00:08:38 Heart, Head, Hands: Why the Order Matters 00:11:05 Why Startups Lose Belief at Scale 00:16:37 The 3 C's: Clarity, Curiosity, Connection 00:21:43 You Can't Give What You've Never Received 00:32:22 Patagonia, Starbucks, and the Power of Alignment 00:38:11 AI and the Rebellion Against Perfection 00:43:03 Outsourcing Meaning vs. Building Confidence 00:50:39 Lightning Round: Physical Spaces, Talking to Strangers, and Built on Belief Experts of Experience is a Mission.org production. To discover more shows designed to educate, inspire, and entertain, go to mission.org.

What if everything you thought you knew about customer experience was backwards? In this episode, JC Quintana—author, educator, and psychologist—reveals why most companies are approaching CX completely wrong. Instead of obsessing over touchpoints and metrics, JC argues we need to start with something much more fundamental: expectations. JC walks us through his Dialogue 7 framework, which identifies the seven critical conversations that must happen before you can even think about designing an experience. From defining value and understanding cultural influences to managing engagement levels and transparency expectations, these conversations form the foundation of every successful business relationship. We explore why employees are anxious about AI adoption (hint: it's not about the technology), why ChatGPT accidentally became the world's best communication teacher, and why saying your company is "like a family" might be doing more harm than good. If you're tired of CX strategies that look great on paper but fail in practice, this conversation will fundamentally shift how you think about customer relationships in 2026 and beyond. Chapters 00:00:00 Why Technology Vendors Broke Customer Experience 03:14 What's Really Broken: We've Lost the Human Component 10:00 Business Model First, Experience Second 16:35 Introducing the Dialogue 7 Framework 24:01 The Most Commonly Missed Expectations: Knowledge & Engagement 34:48 How to Actually Use the 7 Conversations in Practice 41:00 Why Employees Are Anxious About AI (And What to Do About It) 50:03 ChatGPT: The World's Best Communication Teacher 58:21 Lightning Round: Books, Trends, and What's Next 01:09:00 Connect with JC: Books, Resources, and Next Steps Experts of Experience is a Mission.org production. To discover more shows designed to educate, inspire, and entertain, go to mission.org.

What separates companies succeeding with AI from those struggling to see results? The answer isn't the AI itself-it's the data foundation underneath it. In this episode, we explore why the companies winning with AI today are the ones that spent years cleaning, structuring, and curating their data. Our guest is Mike Hutchinson, Chief Operating Officer at Teradata, bringing 35 years of customer experience expertise across three software companies. Mike breaks down the critical gap between structured and unstructured data, why vector stores and context engines are game-changers, and how real AI use cases come from solving business problems-not from hackathons. He shares examples from banking, airlines, and Teradata's own operations, including their fully autonomous account planning system. We also look ahead to 2026 and Mike's bold prediction: this will be the year companies build agents at scale - autonomous systems that monitor, decide, and act without human intervention. Chapters 00:00:00 Meet Mike Hutchinson, 35 Year CX Veteran 00:09:22 The Unstructured Data Problem 00:12:07 Marrying Structured & Unstructured Data 00:16:15 Why AI Use Cases Fail 00:19:32 Banking NPS Transformation Story 00:25:18 Security & Hallucination Concerns 00:30:32 Getting Started with Data Organization 00:37:33 Predictive Analytics & Weather Patterns Example 00:42:21 CX Skills for the Next Decade 00:48:52 The Expertise Debate in an AI World 00:56:49 2026 Prediction: The Year of Agents Watch Next: https://www.youtube.com/watch?v=enBE_5PQOb4 Experts of Experience is produced by the team at Mission.org.

How are customer expectations evolving when people are talking less, trusting less, and switching brands faster than ever? In this episode, we break down the four major shifts reshaping customer experience in 2026 and why traditional listening tactics are failing right when companies need them most. Our guest is Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute and co-creator of one of the largest global CX studies in the world. With data from 20,000 consumers across 14 countries, Isabelle reveals the surprising trends leaders cannot afford to overlook and why trust has become the real driver of customer behavior. Chapters 00:00:00 Meet Isabel Zdatny, Head of Thought Leadership at Qualtrics XM Institute 00:04:43 The Surprising State of Customer Experience Heading Into 2026 00:10:44 Why AI-Powered Customer Service Is Failing Customers 00:15:07 How to Use AI to Enhance Rather Than Replace Human Experience 00:19:41 The Silent Customer Crisis: Why Feedback Has Dropped to All-Time Lows 00:25:03 Conversational Surveys and Predictive Models: The Future of Customer Listening 00:34:55 Why Value Alone Won't Keep Customers Loyal in 2026 00:38:18 The Trust Equation: How Economic Uncertainty Changes Customer Behavior 00:42:51 The Personalization Paradox: Consumers Want It But Don't Trust It 00:54:10 What Will Surprise Us Most About 2026: Two Wildly Different Predictions

Wondersauce CEO and Co-Founder John Sampogna breaks down what today’s customer really expects - and how brands can stand out when AI overviews and LLMs shape the journey long before anyone reaches your website. You’ll learn: How AI is rewriting customer behavior Why your website may no longer be the front door The two paths brands can take in 2026 How to design digital and in-person experiences people actually want How to stay relevant in an AI-first era (hint: it might mean LESS AI) Watch Next: https://youtu.be/rgNCaTYkXCE Chapters 00:00:00 Meet John Sampogna, Wondersauce CEO and Co-Founder 00:08:41 Why Brands Need an Outside Perspective to Stay Relevant 00:11:27 How AI Is Changing Customer Behavior 00:15:32 How to Stand Out When AI Summaries Flatten Every Brand 00:20:22 The Rise of Analog Experiences (and Why They Matter) 00:25:52 How to Choose Which AI Tools Are Worth Your Time 00:38:12 How to Prepare Your Team for an AI-Driven Future 00:43:07 The Honest Truth About “Vibe Coding” 00:45:42 The Return of Cool, Personalized Digital Experiences 00:48:02 What Personalization Will Look Like in 2026

<p>How do brands create customers who stay for years or even decades?</p><p> </p><p>In this episode, we break down the model behind lifelong loyalty, emotional connection, and trust-based customer experience - the kind that drives repeat revenue, referrals, and real brand love.</p><p> </p><p>Our guest is John Boccuzzi, Jr., CX leader, speaker, author of The Art of Seducing Your Customers, and President of ISG Research. With 30+ years studying how companies build trust and deliver memorable customer experiences, John shares the frameworks and stories that prove: CX is not a cost center — it’s a growth engine.</p><p> </p><p>You’ll learn:</p><p>The #1 factor that determines whether customers return</p><p>Why customer experience is more emotional than operational</p><p>The “Ruth Story” - how one pair of glasses changed John’s entire view on CX</p><p>How to scale empathy, trust, and personalization across big organizations</p><p>What brands get wrong when implementing AI in customer experience</p><p>The future of CX and what will matter most in the next 12 months</p><p> </p><p>If you lead customer experience, marketing, service, brand, or product, this conversation will reshape how you think about delivering value.</p><p>Watch Next: https://www.youtube.com/watch?v=rgNCaTYkXCE&t=1864s</p><p> </p><p>Key Moments:</p><p>0:00 Meet John Boccuzzi, Jr.</p><p>3:20 What Customer Experience Really Is</p><p>5:20 The “Ruth Story”: Creating Emotional Loyalty</p><p>10:10 Why Having a Point of View Builds Trust</p><p>15:15 Training Teams to Deliver Great CX</p><p>18:55 Scaling Emotional Customer Experiences</p><p>23:30 How AI Fits Into Customer Experience</p><p>29:55 The Power of First Impressions</p><p>33:25 How Brands Stay Relevant Today</p><p>37:15 Make the Customer Journey Simple</p><p>42:55 The Future of Personalization</p><p>49:15 Common Misconceptions About CX</p><p>50:27 A Trend to Bet On (That Isn’t AI)</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>Discoverability isn’t “just SEO” anymore. It’s the entire customer journey. </p><p> </p><p>VML’s Chief Discoverability Officer, Heather Physioc, joins host Lacey Peace to unpack how AI search, LLM overviews, social media channels, and agentic assistants are rewriting how customers find, trust, and choose brands.</p><p> </p><p>We cover: the rise of zero-click results and GEO (generative engine optimization), why trust + authority beat content volume, connecting your content supply chain, and where to invest next. Practical, human-centered—and way beyond keyword stuffing.</p><p> </p><p>Key Moments</p><p>00:00 Meet Heather Physioc, VML’s Chief Discoverability Officer</p><p>7:33 What Is a Chief Discoverability Officer?</p><p>10:07 Discoverability’s Role in the Modern Customer Journey</p><p>13:00 The Biggest Gaps in Marketing and CX Today</p><p>17:00 From 10 Blue Links to AI Overviews: The Timeline of Discoverability</p><p>22:00 How AI Overviews Are Changing Search Behavior</p><p>23:45 Three Shifts Defining the AI Search Revolution</p><p>27:45 Is This the Death of the Website?</p><p>28:40 Can We Track What People Search on LLMs?</p><p>30:53 Does SEO Still Matter in an AI-First World?</p><p>33:17 What Platforms Actually Matter Most Right Now</p><p>37:00 Building Trust and Authority in the Age of AI Content</p><p>40:30 The Content Supply Chain: Why Brands Struggle to Connect the Dots</p><p>43:33 The New Metrics That Actually Matter for Discoverability</p><p>45:26 Ad Buying and Sponsored Content in LLM Search</p><p>48:05 The Next Challenges Every Brand Should Prepare For</p><p>50:00 AI Assistants and the Rise of the AI Buyer</p><p>54:25 The One Fundamental Truth About Human Search Behavior</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>Internal communication is broken. Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don’t drive action.</p><p> </p><p>In this episode, Ben Phillips, founder of CX Alive!, explains how to transform the way your business communicates.</p><p> </p><p>Drawing on two decades in customer experience and leadership, Ben breaks down why short-form, authentic content — like internal vodcasts and micro-videos — builds clarity, connection, and alignment faster than PowerPoints or all-hands meetings ever could.</p><p> </p><p>We cover:</p><p>✅ How to make your CX strategy relatable and actionable</p><p>✅ The biggest communication gap between leadership and frontline teams</p><p>✅ How to communicate effectively with Gen Z employees</p><p>✅ Why podcasts and vodcasts are the future of internal engagement</p><p>✅ Why NPS and CSAT are outdated metrics — and what to measure instead</p><p> </p><p>If you’re looking to improve employee engagement, CX performance, or team alignment, this conversation will change how you think about communication, storytelling, and measurement inside your organization.</p><p> </p><p>#InternalCommunication #CXLeadership #CustomerExperience #EmployeeEngagement #CXStrategy #BusinessCommunication #LeadershipDevelopment #GenZAtWork #Vodcasting #StorytellingAtWork</p><p> </p><p>Connect with Ben at:</p><ul><li><a href="http://Cx-alive.com">Cx-alive.com</a></li><li><a href="https://www.linkedin.com/in/ben-phillips-ccxp/">Ben Phillips LinkedIn</a></li></ul><p> </p><p>Key Moments:</p><p> </p><p>0:00 Who is Ben Phillips and what is CX Alive!</p><p>4:00 How to communicate effectively with Gen Z employees</p><p>9:44 How business communication is changing</p><p>12:50 How to tell better stories</p><p>22:00 Why you only have 8 seconds to capture attention</p><p>24:00 Why podcasts and vodcasts work so well for businesses</p><p>31:00 Is NPS still relevant in 2025?</p><p>34:44 What are the best metrics to track in CX?</p><p>37:59 Are customer surveys still relevant?</p><p>41:11 AI in CX: what’s hype vs. what’s real</p><p>48:24 How to build a team that understands the “why”</p><p>51:28 Three words that separate good content from great</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>Description/Shownotes</p><p>What if your company could launch its first AI agent in just two weeks?</p><p> </p><p>That’s exactly what Mollie Bodensteiner, SVP of Operations at Engine, accomplished — and the results are game-changing: $2M in projected annual savings, a 67% lift in sales rep productivity, and CSAT scores above 90%.</p><p> </p><p>Mollie shares the real story of implementing AI at scale, why ruthless prioritization matters, how to avoid the “Frankenstack” trap, and why AI should be seen as a growth enabler, not a cost-cutting exercise.</p><p> </p><p>Whether you’re leading a small team or scaling globally, Mollie’s practical playbook will help you cut through the noise, drive adoption, and build AI solutions that stick. Tune in to hear how Engine’s agile approach turned imagination into execution—and why trust, people, and culture are still the ultimate differentiators.</p><p> </p><p>Key Moments:</p><p> </p><p>00:00 AI Philosophy & Common Challenges</p><p>02:44 Ruthless Prioritization and AI Rollout</p><p>08:04 Mollie Bodensteiner’s Background and Engine's AI Journey</p><p>14:40 AI Implementation and Customer Experience Impact</p><p>28:07 AI Agents in Sales and Coaching</p><p>34:48 AI in Professional Training and Education</p><p>38:06 Human-AI Collaboration and Adoption Challenges</p><p>48:34 Ensuring AI Quality and Risk Management</p><p>51:45 Choosing and Evaluating AI Tools</p><p>01:00:54 Underhyped AI Applications</p><p>01:03:00 Lightning Round</p><p> </p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>AI isn’t just transforming marketing — it’s reshaping the entire customer experience.</p><p>In this special crossover episode, Experts of Experience features a conversation from our sister podcast Marketing Trends, hosted by Stephanie Postles.</p><p>Stephanie sits down with Amber Armstrong, CMO of Salesforce Applications, to explore how AI and LLMs are changing discoverability, customer journeys, and the future of CX. Amber shares how her team is rethinking SEO for generative search, converting 40% of LLM traffic into leads, and rolling out AI agents at scale through Salesforce’s Agentforce.</p><p>If you want to understand how AI is reshaping customer expectations and how leading CMOs are adapting, this episode offers a practical playbook for the generative era.<br /><br /> </p><p>Key Moments:</p><p> </p><p>00:00 How AI and LLMs Are Reshaping the Marketing Funnel</p><p>03:54 Amber Armstrong’s Journey from IBM Intern to CMO at Salesforce</p><p>06:35 The Expanding Role of AI in Modern Marketing Teams</p><p>08:52 Inside Salesforce’s Guild System: How Amber Aligns Teams Across Four Clouds</p><p>17:31 Real AI Use Cases from Amber Armstrong’s Marketing Team at Salesforce</p><p>26:40 Amber Armstrong’s Playbook for Future-Proofing SEO in the Age of LLMs</p><p>30:55 How Salesforce’s Website Converts 40% of LLM Traffic into Leads</p><p>35:58 Building AI Agents at Scale: Lessons from Salesforce’s Agent Force Rollout</p><p>37:53 The Ongoing Role of Third-Party Validation in Buyer Decision-Making</p><p>39:49 Amber Armstrong on Adapting Marketing Metrics for an AI-First Future</p><p>40:40 How Salesforce Aligns Content Strategy Across Business Units</p><p>44:56 Amber Armstrong’s Advice for Getting Teams Comfortable with AI Tools</p><p>51:24 Salesforce’s Next Big Moves: Account-Based Marketing and Cross-Cloud Growth</p><p> </p><p> </p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>What happens when a fast-growing company completely rethinks how it delivers customer experience — from the inside out? Lacey Peace sits down with Phil Parbury, Service Manager at TOMRA Collection Australia, to unpack one of the most seamless and high-impact digital transformations we’ve seen in CX ops.</p><p>Phil takes us behind the scenes of a tech overhaul that reduced dozens of disconnected systems to one integrated solution, boosted technician response time by 26%, and achieved a first-time fix rate of over 99% — all while keeping humans at the center of an AI-assisted workforce.</p><p>Whether you're leading a digital transformation, scaling CX operations, or just nerding out over smart logistics, this episode is packed with actionable insights — and yes, it features a very charming Aussie accent. 🇦🇺</p><p>👉 Tune in to hear how Phil’s team is future-proofing CX from the inside out.</p><p>Key Moments:</p><p>00:00 - The Power of Predictive AI in Customer Experience</p><p>01:25 - What Are Reverse Vending Machines?</p><p>05:23 - Phil’s Engineering Background & Career Path</p><p>07:38 - Scaling Pains: Early Operational Challenges at TOMRA</p><p>15:17 - Streamlining Tech: From 26 Tools to One Unified System</p><p>21:39 - How AI Optimizes Field Technician Dispatching</p><p>23:56 - Real-Time Monitoring & Keeping Machines Online</p><p>25:20 - Performance Metrics: 26% Faster Response, 99% First-Time Fix</p><p>28:11 - What’s Next: Planning for Predictive Maintenance</p><p>32:01 - Personalization, AI Agents & Changing Customer Expectations</p><p>35:45 - Training Humans to Work with AI: Empowering Support Teams</p><p>43:02 - Reddit Question: What Tools Actually Improve CX?</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>How does a 115-year-old beauty giant keep up with TikTok trends, viral moments, and AI-powered hair tech?</p><p>Chief Digital & Marketing Officer Darienne Kennedy pulls back the curtain on how L’Oréal’s Professional Products Division moves at the speed of culture. From signing pop icon Sabrina Carpenter and her stylist, to harnessing AI scalp diagnostics, to deciding which viral moments are worth jumping into—Darienne shares the brand storytelling playbook that keeps nine iconic haircare brands distinct, relevant, and trusted.</p><p>We also dive into the art of B2B loyalty, how L’Oréal supports salon professionals beyond just products, and why technology should enhance — not replace — the deeply human connection between stylist and client. Whether you’re in marketing, beauty, or just obsessed with a great brand story, you’ll come away with insights on blending heritage with innovation.</p><p>Watch the full interview to hear how L’Oréal balances risk-taking with brand integrity, the surprising celebrity moment that went viral, and the next big beauty frontier starting at the scalp.</p><p> </p><p>Key Moments:</p><p>00:00 Inside L’Oreal’s Celebrity Partnerships and Cultural Moments</p><p>04:25 Darienne Kennedy: 25 Years Growing with L’Oreal</p><p>11:29 How L’Oreal Balances B2B and B2C Strategies</p><p>15:58 Crafting Distinct Stories for Nine Global Haircare Brands</p><p>22:40 L’Oreal’s Sustainability Push: Refills and Green Innovation</p><p>28:16 Moving at the Speed of Culture in Beauty Marketing</p><p>31:10 How L’Oreal Measures Marketing Impact</p><p>34:07 Education and Training as Brand Loyalty Drivers</p><p>41:39 AI and Smart Tools Shaping the Future of Haircare</p><p>50:46 The Next Big Trends in Hair, Health & Wellness</p><p>51:38 Lightning Round: Quick Insights from Darienne Kennedy</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>What does it take to build a brand that resonates across cultures… not just across markets? </p><p> </p><p>In this special dual-guest episode, Lacey Peace sits down with Nataly Kelly, Chief Marketing Officer at Zappi, and Katherine Melchior Ray, UC Berkeley lecturer and former executive at brands like Nike, Hyatt, and Louis Vuitton. Together, they co-authored the new book Brand Global, Adapt Local: How to Build Brand Value Across Cultures and they’re here to share the lessons learned from decades of global brand-building.</p><p> </p><p>Nataly and Katherine dive deep into why cultural intelligence is the most under-leveraged skill in modern CX, why brands that ignore cultural context are building in globalization debt, and how something as simple as a melon can repair — or ruin — customer trust. They explain the importance of shared values, the risks of applying the same CX metrics globally (spoiler: NPS doesn’t mean the same thing in every country), and how AI is both accelerating and complicating cross-cultural brand connection.</p><p> </p><p>From real stories about Kit Kat’s flavor strategy in Japan to awkward CX blunders in global grocery stores, this episode is packed with tangible takeaways and perspective shifts for any business looking to scale with humanity and intention.</p><p> </p><p>Get your copy of Brand Global, Adapt Local: How to Build Brand Value Across Cultures now! </p><p> </p><p>https://www.amazon.com/Brand-Global-Adapt-Local-Cultures/dp/139861971X</p><p> </p><p>Key Moments: </p><p> </p><p>00:00 Do Customer Service Expectations Differ Across Cultures?</p><p>06:03 Why Cultural Intelligence Is Crucial for Global Business</p><p>07:04 Co-Authors’ Nataly Kelly & Katherine Melchior Ray’s Meet cute </p><p>15:18 Real-Life Cultural Missteps and Surprising Service Norms</p><p>24:13 Can AI Replace Cultural Insight? Why Human Context Still Matters</p><p>34:38 What’s at Stake When You Ignore Cultural Differences</p><p>38:23 Globalization Strategy: Why Flexibility Beats Uniformity</p><p>39:09 How Cultural Agility Builds Better Customer Experiences</p><p>40:34 Style Switching & Cultural Intelligence in Leadership</p><p>42:18 Kit Kat’s Local Flavors & HubSpot’s Global CX</p><p>51:01 How Tech Adoption Varies by Country (And Why It Matters)</p><p>55:12 Daily Habits That Boost Strategic Thinking & Creativity</p><p>01:00:24 How AI Is Changing Global Marketing and Customer Experience</p><p>01:15:46 Final Leadership Lessons on Trust, Culture & Global Growth</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>2025 is the last year of human-only teams. Are you ready to lead both people and AI?</p><p> </p><p>Usman Nasir, VP of Agentforce Acceleration at Salesforce, joins us to explore a future that's already here: digital labor working hand-in-hand with humans. </p><p> </p><p>Usman explains why 2025 marks the end of the human-only workforce and dives deep into how AI agents are transforming the workplace — from automating customer support to driving internal productivity. He shares practical advice on starting your agentic journey, debunks common myths, and explains why trust, data quality, and modular agent design are the pillars of successful implementation. Whether you’re leading a Fortune 500 company or bootstrapping a startup, this episode will shift how you think about work, leadership, and the AI-enabled future.</p><p> </p><p>Key Moments: </p><p> </p><p>00:00 Introducing Usman Nasir, VP of Agentforce Acceleration at Salesforce</p><p>03:13 The Future of Human and Digital Labor</p><p>06:32 Salesforce's Agentforce (Chatbot vs. AI Agents)</p><p>19:41 Real-World Use Cases and Misconceptions</p><p>34:16 Exploring AI in Operations Management</p><p>37:12 Identifying AI-Ready Use Cases</p><p>41:44 Change Management for AI Adoption</p><p>45:35 Lessons from Early AI Adoption</p><p>01:04:29 Future of AI Agents and Predictions</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>Lauren Pufpaf, COO and Co-Founder of Feed Media, joins us to explore how music is far more than just background noise — it’s a potent driver of customer emotion, behavior, and loyalty. Lauren reveals how brands like American Eagle and fitness platforms are using curated music to create “sticky” digital experiences that boost engagement and conversions. The conversation dives into the neuroscience behind why music works so effectively in CX and how the right sound strategy can elevate everything from retail apps to telehealth waiting rooms. Hit play and discover how your brand might be missing out on a powerful emotional trigger.</p><p>🎧 Listen to the full episode now and learn how to tune your brand into what your customers are really feeling.</p><h3>Key Moments: </h3><ul><li>00:00 Music’s Role in the Digital Customer Journey</li><li>07:32 Inside Feed Media Group with COO Lauren Pufpaf</li><li>11:29 How Music Hacks the Brain: Science Meets CX</li><li>20:55 Music Licensing Explained (And Why It’s So Complicated)</li><li>24:31 From Stores to Screens: Music in Retail and E-Commerce</li><li>34:31 AI in Music: Smarter Curation, Deeper Connections</li><li>40:12 Creating a Music Strategy That Fits Your Brand</li><li>57:30 How Music is Transforming Healthcare Settings</li><li>59:10 Lightening Round: Customer Experience that Sticks</li></ul> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>How do you lead organizational transformation when AI is moving faster than your roadmap can keep up? </p><p> </p><p>Carlie Bissler, a product leader at McKesson, breaks down what it takes to guide large enterprises through change in the age of AI. From building trust and authenticity as a leader to shifting from "change management" to "change leadership," Carlie shares pragmatic advice for preparing your teams — and yourself — for the unknown. </p><p> </p><p>She also gets real about fear in the workplace, the shame some still feel about using AI tools, and why the best CX transformations start on the inside. If you're navigating the messy middle of enterprise innovation, this episode is your blueprint for embracing agility, empowering your people, and staying human in an increasingly automated world.</p><p> </p><p>Key Moments: </p><p> </p><p>00:00 Change Leadership, Innovation, and AI</p><p>04:46 Who is Carlie Bislser of McKesson?</p><p>06:13 The Role of Psychology in Leadership</p><p>14:20 Navigating Organizational Transformation</p><p>18:33 Embracing AI and Building Trust</p><p>29:12 The Growing Fear of AI in the Workplace</p><p>34:32 The Shift from AI as a Cost Center to an Asset</p><p>38:03 Mentorship and Community</p><p>43:13 Preparing for AI-Driven Transformation</p><p>45:43 The Human Touch in Customer Experience</p><p>50:57 Lightning Round: Quick Insights & Advice</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>What do a superhero named Captain Rochester, a bold business trip to Brazil, and AI-powered sales have in common? </p><p>Lacey sits down with Colin Strother, Executive Vice President at Rochester Electronics, to explore how a human-first approach is transforming digital transformation. Colin shares his leadership philosophy around shifting from traditional B2B to P2P — person-to-person — emphasizing the power of authentic customer relationships in a global, tech-driven landscape. </p><p> </p><p>From AI agents and guided selling to hyper-personalization and seamless cross-functional collaboration, Colin details how Rochester is building scalable, trust-centered systems that keep people at the core. Tune in to hear how decades of leadership, a global outlook, and a bold trip to Brazil helped shape Rochester’s future… and why the real key to innovation might be as simple as staying human in a high-tech world.</p><p> </p><p> </p><p>Key Moments: </p><p> </p><p>00:00: P2P, Global CX, and Hyper-Personalization at Scale</p><p>05:55 Introducing Colin Strother, EVP at Rochester Electronics</p><p>09:55 Keys to Global Customer Engagement</p><p>14:07 Implementing P2P and Unified Commerce</p><p>19:47 AI and Digital Transformation at Rochester</p><p>36:34 Building Trust in Change Management</p><p>39:41 Adopting Slack for Business Efficiency</p><p>45:48 Navigating Data Integration </p><p>53:14 Hyper-Personalization at Scale</p><p>01:01:26 Leadership and Authenticity at Rochester Electronics</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>CitizenM’s CXO, CDO, and CPO (yes… all three!), Casper Overbeek, joins Lacey to reveal how one of the world’s most innovative hotel brands uses technology to empower people — not replace them. From launching a wildly successful paid loyalty program to redesigning customer journeys with AI and real-time feedback, Casper shares how CitizenM is redefining modern hospitality. Plus, he talks about their recent acquisition by Marriott, how a Slack-integrated feedback loop transformed their ops, and the loyalty that lives beyond points: the subscription model that works.</p><p> </p><p>Hit that like, subscribe, and tap the bell to stay up to date on visionary customer experience leaders.</p><p> </p><p>Key Moments: </p><p> </p><p>00:00 Introduction to Casper Overbeek, citizenM Hotels</p><p>03:46 Citizen M's Unique Approach to Customer Experience</p><p>04:20 A Unique Loyalty Program and Digital Experience</p><p>12:52 Marriott Acquisition and Future Plans</p><p>34:27 The Importance of Human Connection in Hospitality</p><p>37:58 The Role of Feedback in Improving Services</p><p>41:22 Integrating AI in Hospitality</p><p>45:48 The Future of Customer Experience with AI</p><p>51:57 Balancing Technology and Human Touch</p><p>53:29 What's Next for citizenM?</p><p>55:42 Lightning Round and Experiences as a Customer</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>What happens to marketing when AI controls the entire purchase funnel?</p><p>Steven Van Belleghem, global CX thought leader, keynote speaker, and author, joins us to unpack how AI isn’t just changing workflows, it’s rapidly transforming customer decision-making itself.</p><p>Uncover how customer expectations are shifting, how brands can prepare for AI-powered shopping assistants, and why the brands of the future must be search-visible, review-backed, and emotionally resonant. Steven warns that most companies are only focused on internal AI efficiencies… while ignoring how customer journeys are being upended in real time.</p><p>We also explore his framework for “The Offer You Can’t Refuse,” why authenticity is overrated, and what a 1% human experience should look like when everything else is automated. If you're a CX leader, marketer, or executive wondering what to do when the funnel disappears and your customers outsource their decisions to algorithms—this is the conversation you can't afford to miss.</p><p> </p><p>Key Moments:</p><p>00:00 The Rise of LLMs in Search and Their Impact</p><p>04:29 Introducing Steven Van Belleghem, CX Expert, Author, and Keynote Speaker</p><p>07:22 Steven's Journey: From Family Business to AI Expert</p><p>13:22 The Future of AI in Customer Experience and Branding</p><p>34:55 Steven’s Four Pillars of Success</p><p>37:26 Examples of European Companies Excelling in Customer Experience</p><p>40:12 The Power of Small Changes in Customer Experience</p><p>46:51 Authenticity vs. Artificial Experiences</p><p>51:49 The Impact of AI on Customer Experience</p><p>55:10 Leadership's Role in Customer-Centric Culture</p><p>01:02:06 Lightning Round: Steven’s Personal Inspirations and Advice</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>

<p>Think cybersecurity is just an IT issue? Think again. Eden Data founder & CEO, Taylor Hersom, joins us to expose how security is no longer just about avoiding breaches — it's a powerful tool for building customer trust, boosting sales, and standing out in a crowded market.</p><p>He shares why smart companies are making cybersecurity part of the brand conversation and how marketing and CX leaders can leverage security to win hearts (and wallets). We also dig into the uncomfortable truth that most data breaches aren’t the work of sophisticated hackers — they’re caused by everyday human mistakes.</p><p>From the surprising details behind the Coinbase breach to the silent risks of AI misuse, Taylor pulls back the curtain on what’s really threatening your customer experience. If you think your team is in the clear, this episode might change your mind.</p><p> </p><p>Key Moments:</p><p>00:00 Who is Taylor Hersom, Founder & CEO of Eden Data?</p><p>04:39 Taylor's Journey to Cybersecurity</p><p>07:49 Building & Scaling Eden Data</p><p>29:53 Current Cybersecurity Threats</p><p>39:20 Client Engagement and Cybersecurity as a Sales Strategy</p><p>45:56 Cybersecurity Training and Human Error</p><p>47:54 Leveraging AI in Cybersecurity</p><p>50:32 Future Threats and Everyday Security Tips</p><p>57:43 Recovering Trust After a Data Breach</p><p>59:35 Building a Culture of Cybersecurity</p> <p><p><i>–</i></p><p><i>Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit </i><a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"><i>salesforce.com/agentforce</i></a></p><p><br> </p><p><i>Mission.org is a media studio producing content alongside world-class clients. </i><br><i>Learn more at </i><a href="https://mission.org/"><i>mission.org</i></a></p></p><br/> <p>Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.</p>