Experts of Experience

If you want to succeed as a leader, Sofya Pogreb of BILL says there is one thing you need to do every single time you get the chance. Check out #ExpertsofExperience for all of her insights. Thanks, Salesforce Customer Success

Looking to transform retail with innovative tech? George Hanson, Chief Digital Officer at Mattress Firm, explored how cutting-edge technologies are reshaping the retail landscape and driving customer satisfaction. 🛍️💡 George emphasized that everything begins with understanding customer needs, and he discussed the critical importance of creating a seamless transition from online browsing to in-store shopping. He highlighted how retail associates play a pivotal role in delivering exceptional customer experiences and stressed the need for equipping them with the right tools and technology to succeed. 🛏️💼 George also touched on how Mattress Firm is leveraging data-driven insights to improve sleep health, all while maintaining the essential human-to-human relationships that build trust and transparency—especially in an age where AI is becoming increasingly prevalent. 🤝💻 For those interested in the future of retail and enhancing customer experiences, this episode offers valuable insights into bridging the gap between digital and physical retail, improving sleep through technology, and mastering the art of customer engagement. Watch now: https://lnkd.in/e9Y6ZfNz #RetailInnovation #CustomerExperience #DigitalTransformation #SleepHealth #OmnichannelMarketing Thanks, Salesforce Customer Success

There's a huge opportunity you're probably missing. On #ExpertsofExperience, Sofya Pogreb of BILL shares which group of customers have been undervalued for a long time and how you can reach out to them. Thanks, Salesforce Customer Success.

In today's competitive landscape, customer experience is more than just a department—it's a mindset that needs to be woven into the very fabric of an organization. In our latest episode with Sofya Pogreb, Chief Operating Officer at BILL, we dive deep into how BILL prioritizes the customer and makes it everyone's business to ensure their success. From the pivotal role of the COO in driving customer-centric strategies to the crucial metrics like customer and employee effort that reveal true operational effectiveness, Sofya shares insights that are both actionable and inspiring. This episode is a masterclass on why empathy, data, and cross-functional collaboration aren't just buzzwords—they're the pillars of a truly customer-first organization. If you're looking to enhance your approach to customer experience or understand the tangible ROI of customer focus, this discussion is one you can't afford to miss. 🎧 #CustomerExperience #Leadership #COO #DataDriven #CustomerCentric Check out the full episode! https://lnkd.in/eNNXtndn Thanks Salesforce Customer Success.

How's your customer journey mapping? There's a chance you're making one major mistake when you lay out your customer journey, and Josh Ives of FanDuel has a suggestion for how to fix that. Thanks, Salesforce Customer Success.

Want to learn more about the power of design in software? Dane Howard, VP of Product Design at G2, shared how impactful design can be on customer experience, especially in the software industry. 🖥️✨ He explored how trust and transparency are vital in a marketplace like G2, where reviews shape buyer decisions. Dane also discussed the importance of aligning teams and fostering collaboration to create seamless user experiences. He highlighted how empathy and emotional connection are key to designing for both buyers and sellers in a marketplace. 💬🤝 And, of course, the power of storytelling in design—because a great story can turn a product into an experience. 📖🎨 From breaking down silos with customer journey mapping to reducing friction and increasing delight, this episode was packed with actionable insights on how to elevate your design game. Dane also emphasized the value of creating useful artifacts that guide teams toward success. If you’re passionate about design or looking to improve your customer experience, this is an episode you don’t want to miss! 🚀 Check it out: https://lnkd.in/gR4fwmqC #Design #CustomerExperience #SoftwareDesign #Storytelling #ProductDesign #UserExperience Thanks, Salesforce Customer Success.

It's time to stop living in the fantasy land where you believe you are your own customer. Josh Ives of FanDuel explains that in order to understand the true customer experience, you need to separate yourself from the company journey and look at things through the eyes of a real outsider. Thanks, Salesforce Customer Success.

🔥 New Experts of Experience episode alert! 🔥 Right in time for football season, Josh Ives, SVP of Customer Experience Operations at FanDuel, breaks down the winning strategies behind FanDuel’s rise in the sports betting game. 🎯 🎙️ Highlights: Building unshakable customer trust 🤝 The power of responsible gaming programs 🎰 Creating personalized, unforgettable experiences ✨ Leveraging partnerships to amplify reach 🌐 Turning service failures into loyalty opportunities 💡 Enhancing CX with cutting-edge tech 🛠️ Tune in now to catch these insights and more! 🎧 #CustomerExperience #CX #FanDuel #SportsBetting #Innovation #TechAndCX #Podcast #Partnerships https://lnkd.in/gJSaJ_EY Thanks, Salesforce Customer Success.

If there is one thing CX leaders should be doing more, it's storytelling. At least, that's what Andrea Sengara told us on the latest episode of #ExpertsofExperience. Tune into the full episode to learn why #storytelling is so important and how it can elevate your CX strategy. Thanks, Salesforce Customer Success.

🚀 ICYMI: FICO’s AI Revolution! In a recent episode, Benjamin Baer, VP of Product Marketing at FICO, revealed how the company transformed its tech stack into a cutting-edge AI decision-making platform. 🧠💡 From integrating predictive analytics to optimizing business operations in real-time, FICO paved the way for smarter, faster decisions across industries. Benjamin also discussed how FICO helped businesses create hyper-personalized customer experiences through advanced analytics—because in today’s world, it was all about meeting customer needs before they even realized they had them! 🌟 Beyond the tech, he emphasized the importance of building genuine, lasting relationships with customers to drive true loyalty and engagement. 🤝❤️ He also shared insights on navigating the complex landscape of generative AI and regulatory compliance, and what it meant for the future of business. 🌐🔍 Whether you’re a tech enthusiast, a marketing pro, or just curious about the future of AI, this episode was packed with actionable insights you won’t want to miss! 🎧 https://lnkd.in/e8QtzFFp #AI #Innovation #CustomerExperience #BusinessStrategy #Analytics Thanks, Salesforce Customer Success