Experts of Experience

🚀 Transforming Customer Service with AI: Insights from Irina Gutman at Salesforce! 🚀 In our latest episode, we sat down with Irina Gutman, the Global Leader of Professional Services for AI at Salesforce, to uncover the transformative power of AI in customer service. Here are some key takeaways from our insightful conversation: 🔍 Consultative Approach to AI Implementation Irina emphasizes the importance of understanding the customer’s vision, goals, and obstacles. A tailored, consultative approach ensures AI solutions are effectively integrated into business operations. 🌟 Change Management and Workforce Impact Addressing AI-related fears and managing workforce changes are crucial. Irina discusses how to demystify AI and support employees through the transition, ensuring smooth adoption and minimizing disruption. 🤖 Tailored AI Products From generative AI to predictive analytics and automation, AI products are designed to meet specific customer needs. Irina shares how these tools are integrated seamlessly into the workflow, enhancing efficiency and productivity. 📊 Data Organization and Model Training Successful AI implementation hinges on clean, well-organized data. Irina explains the importance of training models and prompt engineering to customize AI applications, delivering precise and relevant outcomes. 💼 AI’s Impact on Jobs While AI optimizes certain roles, it also creates new opportunities, demanding a shift in mindset. Irina highlights the need for adaptability and the emergence of new roles in the AI-driven landscape. 🛡️ Ethical and Responsible AI Human oversight and ethical considerations are paramount. Irina discusses the significance of responsible AI implementation, focusing on risk assessment and the broader impact on the workforce. 📈 Staying Updated on AI Technologies Keeping abreast of the latest AI advancements is essential for informed decision-making. Irina encourages continuous learning and adaptation to stay ahead in the fast-evolving AI space. Listen to the full episode to dive deeper into Irina Gutman’s expertise and discover how AI can revolutionize your customer service strategy. https://lnkd.in/eU2wqbW7 #AI #CustomerService #Salesforce #ChangeManagement #DataScience #Automation #FutureOfWork #EthicalAI Thanks, Salesforce Customer Success.

Customers love a free giveaway. They also love a company that tries to do the right thing and make a bad day a little brighter. Discount Tire combined those two ideas to create an experience that is unmatched in the retail space, and has helped build a contingent of loyal customers. Tom Williams talked more about this on #ExpertsofExperience. #business #free #experience #CX Thanks, Salesforce Customer Success.

🌟 ICYMI: Transformative Experts of Experience Episode! 🌟 Did you miss our enlightening conversation with Joey Coleman, Chief Experience Composer at Design Symphony, about the vital link between employee experience (EX) and customer experience (CX)? You should check it out! Joey delved into the emotional journeys of customers and employees and the impact these journeys have on overall experiences. Key Takeaways: ❤️ Understanding the emotional journey of both customers and employees is essential for shaping their experiences. 📈 Prioritizing both EX and CX leads to improved retention and profitability. 🤝 Building personal relationships in the workplace is crucial for a positive employee experience. 💻 Leaders should invest in training for managing remote teams and encourage in-person interactions to strengthen bonds. ⏳ The first 100 days of a customer's journey are critical for fostering long-term loyalty. 💰 Investing in customer experience significantly impacts profitability and revenue. 🚀 Empowering employees to create great experiences is key to exceptional customer service. 🔄 Turn mistakes into marketing opportunities by responding in remarkable ways. Joey's insights are invaluable for anyone looking to enhance both employee and customer experiences. Tune in now to learn more! 🎧 #EmployeeExperience #CustomerExperience #EX #CX #EmotionalJourney #Leadership #RemoteTeams #CustomerLoyalty #Profitability #Empowerment #MarketingOpportunities Listen here: https://lnkd.in/ezt4A_Gd Thanks, Salesforce Customer Success.

Feedback is important and you want to welcome the best ideas into the fold, but how do you know what’s worthwhile and what to let pass you by? Tom Williams of Discount Tire discusses how to approach the constant onslaught of noise that comes your way as a leader and gives some strategies on how to filter out the things that matter from the things that don’t. #CX #business #customersuccess #leadership Thanks, Salesforce Customer Success!

🌟 From Tire Technician to Chief Experience Officer: Tom Williams' Journey at Discount Tire 🌟 In our latest episode, we had the pleasure of speaking with Tom Williams, Chief Experience Officer at Discount Tire. From his beginnings as a part-time tire technician to ascending into leadership, Tom’s story is a testament to the power of empowerment and innovation. Key Takeaways: 🚀 Empower Employees: Tom emphasizes that great choices and improved customer experiences stem from empowering employees and listening to their ideas. 🛠️ Customer Experience: Discover how Discount Tire prioritizes customer satisfaction through innovative concepts and cutting-edge technology. 📲 Tech Integration: Learn how Discount Tire leverages technology to educate and empower consumers in their tire-buying journey. 🌟 Success Metrics: Success isn’t just about profits; it's about building dreams for employees and reinvesting in a shared vision for the future. ❤️ Empathy in Design: Tom highlights the importance of starting with empathy when designing customer experiences. Tune in to hear more about Tom’s inspiring journey and how Discount Tire continues to drive forward with a customer-centric approach. https://lnkd.in/e8_YUQWz #Leadership #CustomerExperience #EmployeeEmpowerment #Innovation #Technology #Podcast #CareerJourney Thanks, Salesforce Customer Success

🔔 ICYMI: Don’t Miss This Experts of Experience Episode! 🔔 In a recent episode, we had the pleasure of chatting with Chris Zlocki, Global Head of Client Experience for Colliers. Chris dives deep into the evolving landscape of commercial real estate and the crucial role of being a proactive, consultative partner to clients. Key Takeaways: 🏢 Proactive Partnership: Commercial real estate providers must understand client needs and drive meaningful change. 🏆 Employee Engagement: Designing office spaces that attract and retain top talent is essential. 🤖 Future of Real Estate: AI will shape the future, demanding continuous change and adaptation. 💼 Company Culture: A strong culture requires both top-down and bottom-up approaches. 📊 Centralized Data: Centralizing data provides a holistic view of information for clients. 📈 Customer Success: Track customer success by gathering feedback and measuring Net Promoter Score (NPS). Chris's insights are a must-listen for anyone interested in the future of commercial real estate and customer success strategies. Tune in now! 🎧 #CommercialRealEstate #ClientExperience #AI #CompanyCulture #EmployeeEngagement #CustomerSuccess #NPS #RealEstateInnovation Listen here: https://lnkd.in/ezmJRdSt Thanks, Salesforce Customer Success.

Experience and revenue are inextricably linked. But why do so few people actually understand that? Where and how should businesses be investing in experience if they want to grow revenue? Karen Wood-Maris of SoftBank Robotics America shared her insights on the topic on our latest episode of #ExpertsofExperience. Check it out! #RevOp #CX #customerexperience Thanks, Salesforce Customer Success!

🎙️ Exciting News! On our latest Experts of Experience, Karen Wood-Maris of SoftBank Robotics America, shares her insights on how robotics and automation are reshaping the customer experience landscape and the integral role of revenue operations in achieving customer success. Key Highlights: ✨ The transformative impact of robotics and automation on customer experience 📈 The crucial role of revenue operations in driving success and satisfaction 📊 Leveraging data to fuel growth and enhance customer satisfaction 🤖 AI's significant impact on data processing and customer experience 🔧 How robotics can elevate and redefine human roles in the workplace 📉 The importance of health metrics in measuring and tracking customer success Tune in to hear Karen's expert perspective on blending technology with the human touch to revolutionize the customer experience. 🎧 #CustomerExperience #Automation #RevenueOperations #AI #Robotics #DataDriven #Podcast #CustomerSuccess 🔗 https://lnkd.in/gd8yafym Thanks, Salesforce Customer Success.

Why do retail stores still exist? No, really! You can do pretty much everything online these days, so what's the point of actually going to a store? Michael Costello of GNC explains that the store is where the customer experience lives and breathes, and it's where you have the best chance to build customer retention. Hear more about it on #ExpertsofExperience! #CX #customerexperience #retention Thanks, Salesforce Customer Success.

🌟 ICYMI: Insightful Experts of Experience Episode! 🌟 In a recent episode, we sat down with Anita Toth, the Chief Hidden Revenue Hunter at ATI, to talk about churn and customer success in the B2B SaaS industry. Anita shared some invaluable insights on common mistakes and the importance of an authentic product view from the start. Tune in to discover: 🔍 Why building an authentic product view from the beginning helps avoid customer surprises and reduces churn. 💡 How uncovering hidden revenue opportunities can boost customer lifetime value. 📊 The limitations of NPS as a metric for customer satisfaction and why alternative approaches are needed. 🎯 Why shifting focus from acquisition to post-sale is key for long-term success. 🗣️ The importance of trusting intuition and listening to customer insights for exceptional customer experience leadership. Don't miss these expert insights! 🎧 #CustomerSuccess #ChurnReduction #HiddenRevenue #B2BSaaS #CustomerExperience #NPS #BusinessGrowth #Leadership #CustomerInsights Catch up on the episode now! 🎙️ https://lnkd.in/eDksMbxJ Thanks, Salesforce Customer Success