Experts of Experience

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!

Ready to get the most out of AI? Jonathan Murray joined us to give his strategies for using #AI in the most effective way possible. You're gonna want to watch this one ? Thanks, Salesforce Customer Success.

Stop viewing AI as a tool that will change the future. Instead, start using AI to fix the problems of today. On #ExpertsofExperience, Jonathan Murray talks about the challenge of understanding customer needs while also innovating for the future. According to Jonathan, the best thing companies can build trust with customers is to address their current issues. #AI #CX Thanks, Salesforce Customer Success.

Your company is only as strong as its employees, and your employees are only as good as your company's culture. Danilo Pozo, MBA of Cisco described his thoughts on building a strong culture and how to find commonality and a shared mission that will drive everyone forward. #leadership #business #culture Thanks, Salesforce Customer Success.

In the era of data-driven decision-making, customer experience has entered a new phase. Our conversation with Diya Sikka, Director of NPSx at Bain & Company, illuminated how relying on a single metric like NPS just isn’t enough anymore. To truly unlock CX value, you need to connect it to key business metrics and harness the power of predictive analytics. One crucial takeaway from Diya’s perspective: organizations should focus on use-case-driven approaches and leverage their existing technology to organize and utilize data. Instead of simply gathering feedback through surveys, leaders need to tap into broader customer sentiment across all touchpoints to drive impactful change. Here’s a practical insight: Evaluate your CX strategy by asking, “How well are we connecting CX outcomes to real business value?” If the answer isn’t clear, it’s time to rethink your approach and use data more effectively to measure, predict, and enhance the customer experience. #CustomerExperience #DataDrivenCX #PredictiveAnalytics #CustomerCentricity #ExpertsOfExperience #DiyaSikka #CXInnovation #BainandCompany Thanks, Salesforce Customer Success.

We're constantly being told that certain tasks and jobs will be replaced by AI. But Danilo Pozo, MBA says there is one area of life and business where humans will always have the advantage. Check out his insights on #ExpertsofExperience Thanks, Salesforce Customer Success.

What impact can you actually have? Where should you put more of yourself forward? Danilo Pozo, MBA of Cisco explains that the relationships you have and the effort you put forward is actually the most impactful tool in your toolkit. On the latest episode of #ExpertsofExperience, we discussed how and where relationships matter most and the ways those relationships affect the bottom line. Thanks, Salesforce Customer Success.