Lacey Peace
Appearances
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
There's an insane amount of data that you have the potential to collect and then deciding what data to collect, what's useful. And how to store it. Like, is it kept in a place that's like we can actually use it? Because there's no point in collecting it if it's so messy that I can't even use it.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
This is such a cool culture. So was it like this before, even before generative AI, Palo Alto Networks was like, we're going to make sure that our smartest people feel empowered to tell us what's going on?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
What's super interesting to me is how she's bridging the gaps between departments by making it so their data collection means are consistent. Over here in sales, we're tracking this one thing. In marketing, we're tracking this other thing. Instead of everyone being in silos, she's taking those data points across the board and connecting them all together. She mentioned an insane stat that...
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
So it sounds like you kind of broke apart the typical bureaucratic structure you see in large companies and let people operate autonomously, go discover what you need to discover. And by letting them have time to do that and then slowing down, ingesting that information and finding a way to make it more cohesive across the organization really paid out. Basically, it lets you...
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
act faster almost, even though it might sound like there was multiple steps here and a little bit of slowing down, you guys were actually able to execute faster than I've seen a lot of other organizations execute.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
I was just talking to my CEO a little bit about this, how if your vision is so small that you know exactly how to get to the end, then it's not really a vision. It's just like a micro goal. And I think a lot of organizations operate from that like goal standpoint of, you know, I want to cover my butt. I want to know exactly that we're going to have this success.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
thing that in six months I can report to whoever. And in this instance, your CEO held that vision and was like, we have this big thing up here that I want to get to. Don't really know how, but I'm gonna let the smartest people in the organization figure out what we need to do to get there. So it's just really cool that you guys got to kind of come to work and play a little bit.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
So humbling. My goodness. Well, I want to get a little bit back into sort of the technical aspects of this a bit more. What are your AI agents currently capable of and how are you currently using them? And then I do want to talk a little bit about roadmap and like where you guys are headed, but just give us the numbers.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
You shared some really cool stats with me and I would love to have the audience hear those as well. Yeah. Yeah.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
about how quickly their customer case times are improving versus what they were like two and a half years ago. I mean, it's just bonkers.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Great CX starts with a great story, and AgentForce helps you tell it consistently across every channel. AgentForce allows you to build AI agents that empower teams and customers to provide top-notch customer service 24-7, all seamlessly integrated with Salesforce. Discover the future of CX today and visit salesforce.com slash agentforce. And then what were some of those lessons?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Because you mentioned, you know, in this two and a half year process, there have been lots of learnings. What are some of the key lessons that you think other CX leaders or just business leaders in general should understand about this process?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Do you see companies doing this a lot where they stay stuck in their silo and don't disperse the work or don't work with other teams that could be supporting them?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
What she mentioned that I found very profound was how her leadership basically came in and they were like, we know nothing. This thing is so new, this beast, this AI beast is so new. We know nothing. And we're going to turn to the people on the ground, the people doing the work every day, and ask them to help us, to help guide us through this AI process.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
How are you using this data that you've collected and leveraging it to improve every single customer interaction moving forward?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
I love that. Dynamically generated playbook. That's the future right there. Yes. And what I love too about what you mentioned is that you guys are planning for more AI development, right? Because you know it's not done. Like new tools are being developed every single day. The way that AI is able to execute is improving every single day.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
And so how are you guys thinking about that with like data collection? You're kind of collecting for the future almost. Yes. Yes.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
I was just going to ask you, how do you even determine that?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
And she talks a lot about how her leadership has empowered their employees to test, iterate, experiment, to figure out what can work within their organization to actually augment their team so they can effectively stay ahead of others. bad actors. She talks about how to implement AI step by step.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Oh, that's so good. Getting into then the digital employees, these AI agents that we've been talking about, obviously it's changing the workplace.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
So we've talked a lot about how humans are thinking differently about how we can set up projects, how we can help our customers by using these tools, but it's really changing where they can put their focus and their time and truthfully how many people you need on your team as well.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
So could you talk to me a little bit about how you guys are thinking about this new digital employee and the digital workplace And, yeah, I guess I'll just start with that and see where we go.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
She shares her biggest mistakes, their biggest wins, the things that they're planning for and looking forward to in the future, and ultimately why this is something that gets to be integrated in every step of the organization to improve not only the customer experience, but also the employee experience. So with that, let's get into it. Katie, welcome to Experts of Experience.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Yeah, yeah. That is the thing about cybersecurity I've always been fascinated about. We do another podcast called Big Ideas Lab, which talks to Lawrence Livermore National Laboratory. I'm sure you're familiar. Staying ahead of the bad guys, people that might have, you know, not so great ideas in mind for what they want to do to you. It's just this constant marathon that you guys are running.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Like you don't get a break. You have to keep going. And as AI gets better, you have to keep your AI tools outpacing the bad guys, quote unquote, AI tools. So, yeah, I just I think that's very, very cool space that you guys are playing in. And I love that you get so much energy from it. And it's not just this like, oh, my God, we're constantly racing.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
You guys are definitely just like, how can we play here? How can we have a little bit of fun? But also like this is super serious and we need to take it as seriously as we can.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Yeah. Oh, I love that analogy. AI is a shield. Okay. I might steal that one here in a future episode. Okay, you talked a little bit about metrics kind of towards the beginning of our conversation.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
I did want to touch on that because some people are having a hard time trying to figure out like, okay, what are the metrics that still matter that are, you know, we've used them in customer success for a long time. But what are the new metrics I should be looking at to measure if my, you know, AI implementations working well?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
How can I sort of see or get the pulse of if like my digital employees and my human employees are playing well together? Yeah, talk to me about how you guys are thinking about that.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Thanks so much, Lacey. I'm thrilled to be here today. So you lead customer experience at one of the most important cybersecurity companies, Palo Alto Networks. And I'm wondering when you're at like a dinner party or in the elevator and someone asks, what do you do? How do you answer them?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Were there any customer stories that you wanted to share?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Oh, I love that. So what's next in this? You guys, you've talked a little bit about, a lot about the implementation process to this point, but you're already in the works. You guys are still constantly experimenting. So next six months, next year, I talk to you five years from now, what do you think you're going to be working on, working towards? Yeah.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
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Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
In fact, Salesforce's support experience is now powered by agent force. See the future in action at help.salesforce.com. Because it's not just an operating system. It's also like this knowledge base. So like I, as a new employee, or even I've been an employee for 10 years, but now there's this brand new thing that like basically makes my knowledge completely defunct.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Like, how do I stay on top of this? So I think that is what's interesting to me is how you've got this
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Awesome. And before you got into this work that you're doing now, what was your background like and your experience like before this? What brought you to this role?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
artificial intelligence for your company that's not just going to be able to functionally do things and help you operate but it's going to teach you things that you can like learn from and then and then using our human brains be able to take that like little cool key learning and turn it into this whole new product line or new process or new system it's just going to like democratize information and knowledge in such a profound way and i love that you guys are thinking about doing that inside the organization
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Yeah. Yeah. I think about this where I'm like, okay, in 10 years, I'm not even going to be interviewing people. I'm just going to be interviewing the AI version of themselves. So I'll just be talking to the AI Katie. It's true.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Okay, I want to get into some closing questions. So Rose, before I do that, what do you have? What are you curious about? What have you been withholding from us over there silently?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
At least he called you and didn't click it yet. My husband falls for this stuff. He grew up in Alaska, like I told you, and he does this thing all the time where he just believes people. And I'm like, why do you just believe people? Because I guess, you know, in jolly old Alaska, everyone's so nice and sweet, but now he's getting these, like...
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
They're using actual logos, too. I've seen those websites spun up and it's like, actually, that's a real logo. That's a real company. But this is fake. This isn't real. It's fascinating. Yeah. I mean, it is that constant march of like they're getting smarter. We have to stay ahead of that. So there is this fun closing segment I like to do. It's called Relevant or Irrelevant.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
And I'm going to ask you a question and you need to tell me if it's relevant or irrelevant or like what you think would be relevant or not relevant. So it'll make a little bit more sense as I ask these questions. Okay. Having an AI center for excellence within the company, is that needed or not needed? Not needed. Not needed. Why? Why is that not needed?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
I love this answer. That's so good. Okay, what common metric do you think is no longer relevant or should be replaced by something else?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
This kind of echoes Rose's question a little bit, but we'll try it. What's a foundational CX principle you think hasn't changed and won't change?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
And last question, pick a ball, relevant or irrelevant?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Love that. Everyone here in Austin plays pickleball. I'm sure. Everyone.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
I haven't even done it yet. Rosa is over here. She's our pickleball player of the team. So haven't committed.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
See, I didn't know you were a tennis player. I wouldn't have asked you that question. That's good. I've never played tennis. Well, no, I take it back. I think I played like one round in high school PE and found it to be so exhausting. I was like, I give up. Can't do it. That's how you get all the anger out from like setting up cybersecurity stuff. You're like, oh, OK, I'm going to go.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Okay. All right. Last question before we close out. What's a recent experience you've had as a customer of another company that you want to shout out? You know, recently...
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Yeah. We've heard Starbucks mentioned a few times on this podcast. And so like I just huge shout out to them. They definitely do a great job empowering their employees to, you know, put the customer first every time. Fantastic. All right. Well, thank you so much for joining us, Katie. I really, really enjoyed this conversation and I hope we can have you on again sometime. I would love to.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
That's awesome. And what I like about what you shared is that you're choosing really complex companies to work within and really complex customer experiences to solve. Have you always been someone drawn to these like big problems? Yes, absolutely.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
That's so cool. So I pointed this out in our prep call, and I want to reiterate it for our audience. You've been at Palo Alto Networks for two and a half years. So you came right in at the beginning of when generative AI started to take the stage. And right after COVID, so what was that like for you?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
You kind of came into this company and it's probably just a lot to take in, not only being at a new company, but with all these big changes and big trends happening at once.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Welcome back to Experts of Experience. I'm your host Lacey Peace and joining me as always is our producer Rose. Hey Rose. Hello. We just got off the mic with Katie Bianchi, the Chief Customer Officer at Palo Alto Networks. Now this one was a fun one. Katie actually gave us, and I'm not joking here, she gave us a step-by-step process for AI implementation.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
So I want to get into this implementation process and all the lessons you guys have learned in doing this. But can you just set the table here and tell our audience kind of where you are in this AI journey? How long has it been? So it's been, it sounds like two and a half years since you started that you guys started implementing this. Where are your teams at in this process?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
There was something you mentioned to me also was that you guys chose the most complex topics to begin with, not the easiest things to automate. Could you talk to me a little bit more about that mindset? Because that is, it's wild. I mean, I've heard the exact opposite from many other companies.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
So talk to me more about this implementation process, because I want to get into some of the mistakes, the lessons, the the great wins that you guys have had in this process. And then I want to hear how it's changed and like how soon you guys saw benefit from these new AI agents.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
Like was it immediate or was there this like six months process of just getting the data in order before you could even start to see benefits? So like, what did it really look like as you guys enrolled this?
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
So for all of you guys out there that are kind of not sure about what to do next or are unclear on how to implement this in your organization, Katie has given us basically a mastermind in this. I found it so fascinating.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
There was something you mentioned like two answers ago about experimentation. And I kind of want to get into that because you just talked about it again, how there was like this phase of trying to figure out what you're going to do and how you can implement these new technologies faster within the organization. So could you just talk to me a little bit about like how you're
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
encouraging your teams to experiment. Like this is a brand new thing. They've never done it before. I'm rewriting the entire script. How can I do that confidently? And like, I'm sure there's failures in that, right? There's places where we take a misstep and we need to back step and figure out how we actually need to move forward.
Experts of Experience
Your Pre-AI Processes are USELESS | AI Rules For 2025
So is there, I don't know, any tips or any learnings you can share about how to encourage that type of experimentation and that mindset in other companies? Yeah, absolutely. I think there's two things.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
I love that point you made about leadership being at the core of this, Lauren. I was speaking with an executive about this. Part of their AI implementation process was to basically... acknowledge that they don't know anything. And so can you imagine this table of C-suite leaders looking around at each other and saying, we don't know anything, how do we change that?
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
And how do they humble themselves from this position of, I've been an expert in my field for 20 years, and now I don't know anything. So I think I'm hearing that a lot from people across the board. I'm hearing it in IT, sales, marketing, et cetera. Everyone is saying the same thing, that you need to put on this cap of, I don't know anything, and I'm just completely rewriting the script.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
I'm rewriting the playbook. In fact, the playbook is just going to be changing every day. So there is no playbook anymore. And it comes back to that leadership mindset that you've mentioned about how if the leader isn't willing to humbly say, Oh, I don't know what's happening or isn't willing to take full authentic ownership of the customer experience is failing. It's my fault.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
I think that's where we start to see these gaps happen in how these organizations are implementing their new processes.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
All right, Lauren, I've got something fun for you. We are going to do the lightning round, which I know you've done with every single guest up to this point. So we're putting you in the hot seat and asking you a few of the questions that you've asked guests in the past. The first question I want to ask is what piece of advice would you give any CLEX leader?
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
All right. This other last final question that you've asked every guest and I love hearing at the end of every episode is what's a recent experience you've had with a brand that left you impressed?
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
And like, you know, like you went down Alice in Wonderland down into the rabbit hole.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
I've just been obsessed with storytelling from as young as I can remember. And it wasn't until very recently that I started to realize that this was translating into what we call customer experience. That at the basis of every single brand experience is a story you're trying to tell for your customer.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
I love that story. I love that story. What's cool about it too is that the folks there at the front desk felt empowered enough to give you that gift and take the time to write the note. They know their leadership isn't going to come say, wait, why did you spend the time doing this? They knew that this was something that was important. Totally. I love that. I love that.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
Yeah. Yeah.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
But like, happy day.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
Wow. Okay. I know where my husband's taking me next time we have an anniversary. This place sounds amazing.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
Thank you, Lauren. I am so excited. And thank you so much to the audience for creating such a space for us to have these conversations. All right. See you guys soon.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
Thank you so much, Lauren. What a fantastic introduction. And I really, really appreciate you handing this over. I feel like I can't live up to the legacy you've created for this show. I'm going to give you some quick numbers before we keep going. And I told you at the beginning that I wanted to surprise you with these numbers because I think you might be a little blown away.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
I have the luxury of working behind the scenes on this show for the last year and a half. And so I've been able to accumulate a little bit of data here. We've had 2.5 million plus downloads in the time that you have been here, Lauren. We've recorded more than 75 episodes. We've recorded more than 3,300 minutes of conversations with you. 3,300 minutes. Yes. Yes.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
And we've created 675 plus pieces of content from this show alone. So Lauren, like massive kudos to you. I'm surprised you haven't lost your voice, to be honest, without how many episodes you've been hosting.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
Well, you've really flipped this on its head, right? A lot of people think of customer experience as the end point, right? It's something that we build out this thing and then, oh, customer experience happens by default. But what you've done is put it front and center, center stage, as you said, right? Where we are... saying that customer experience should be the first part of our conversation.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
And then what we build gets to be built around what that is, that experience is I want to create. So I think it's been, it's something that's been needed. And yeah, I'm just really, really grateful that I get to continue this.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
For me, it wasn't even customer experience at first. At least I didn't know to call it that. So whenever I was young, I was obsessed with stories and what stories people could craft. This could be fiction, nonfiction, or even the story that I felt when I would travel somewhere.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
So I got the opportunity to travel a lot growing up and walking into one restaurant or place, like what was the story that I felt was unfolding with my interaction with that place? with the people there. So I've just been obsessed with storytelling from as young as I can remember.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
And it wasn't until very recently that I started to realize that this was translating into what we call customer experience. That at the basis of every single brand experience is a story you're trying to tell for your customer. So that's, I think, what drew me in at the beginning.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
And then over the last decade of working with some of the largest B2B brands, just really seeing where their gaps are in this experience and helping support them through that. Something that I am excited to be able to share with others.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
Yeah. It's like an emotional feeling. Like I get this emotion when I enter this building. Why is that? Why is it in this store? I feel a certain way. Is it the smells? Is it the music? Is it how they smiled at me when I entered? So there's just a lot of things growing up that I would pick up on.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
And yeah, I mean, being able to see how that comes together more professionally now is super interesting.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
So something you've touched on a lot with guests recently and something I hope to continue to get to talk with them about is AI's growing impact and especially the digital workforce that is now being created in this space and across entire businesses. AI is moving fast and I can only hope that our audience and as a host, I can keep up with it.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
So I'm just really interested in getting to talk to more folks about AI, how it's transforming the organization, and ultimately how it's making the customer experience better. And something that you've mentioned a lot, Lauren, is employee experience. And I feel like what I've seen in these conversations is no one can have the
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
customer experience is improving from AI without first saying that the employee experience is also improving from AI. Just highlighting that, those war stories of people in the midst of it right now, because let's be real, no one's done. No one's like, check the box, AI implementation is complete.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
No one has met the end goal yet, nor do I think there is really an end to this because it's just going to be new technology every single day really. Being able to share more of those stories, share the tools people are using and really the practical advice and practical tips that people can apply to their businesses.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
Well, and the thought that I have, too, with all that is a lot of people hear AI and they think like colds and like tech. And, you know, it's not it's not human. It's not friendly. It's just this tool. I think the smartest organizations aren't just implementing it as this tool. Right.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
They are also figuring out ways to keep it human and to make the interaction still feel like, oh, I can feel the soul of the company. Like, I know it's an AI tool. But like the sole code of the company has been embedded into this thing in a way where like I'm laughing talking to you or I'm smiling talking to you. So it's definitely changing what it means to have a brand experience.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
It's changing what it means to have an employee experience. But at the core of it, I want to highlight like, okay, it's not just... It's something that's letting us be more human. And Lauren, I do commend you for how you hosted the show. You always bring it back to that human touch point, that human experience. And yeah, I'm only hoping I can carry that through a little bit.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
I'm really excited to share that we're going to be highlighting even more brands and more industries and companies of different sizes. So I'm excited to talk to some small businesses, medium sized businesses. I feel like there's a huge opportunity there to highlight how they're using AI and how they're providing unique and different experiences. So really excited to go there.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
And then also we're going to be talking to more CIOs and CPOs and CMOs and VPs of marketing and all the different job titles you can imagine. Because something that I want to continue to carry through, Lauren, is that CX is everyone's job.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
So bringing on all the different leaders so we can have this cross conversation in the C-suite and in the marketing departments and in the sales departments that shows that CX gets to be at the forefront of everyone's mission, everyone's jobs, and just being able to highlight the organizations that are doing that right.
Experts of Experience
Customer Experience Is Changing. Meet The Host Who’s Leading The Conversation.
Well, Lauren, I can't let you get off this microphone without asking you this question. What were the top lessons that you've learned in those 75 plus interviews?
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
I'm good. I'm thinking about a lot after that interview. That was a really cool one.
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
Yeah, isn't it 150 years old?
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
Yeah, customer obsession is something we hear all the time. It's something you read on LinkedIn all the time. But it was cool to hear the very practical advice and frameworks that Prudential uses.
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
to ensure that there's action being taken from all of this data that they get that their employees feel empowered and the three what was it the three elements of culture right ac yeah this was i mean this was one of my favorite parts was talking about how they've curated their culture yeah he listed out the three he said the three elements were rituals artifacts and beliefs
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
This episode is a great reminder that there is no customer base too complex and there's no industry too boring to deliver great customer experience. Like there's ways... proven ways to do it. And Abhi's not gatekeeping. He's laying it all out exactly how they create a truly customer-obsessed culture.
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
Okay.
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
Before we jump into Abhi's episode, hit like, hit subscribe, go comment on Lacey's LinkedIn page, go comment on our Experienced LinkedIn page, get into the comments on YouTube. Tell us exactly what you want to be hearing from these executives because we're sitting down with them.
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
That makes total sense. So I have a question about how AI has impacted your ability to categorize, interpret, and prioritize all of your customer data. Because when you were describing your customers, it sounded like you described there's the companies, so the employers, and then there's the employees of the employers. So that's just, that's a lot of humans to keep track of and have data about.
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
So how has AI impacted your ability to house all of it and then also interpret all of it and prioritize and actually take action?
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
I was gonna ask you too, where your skepticism lies when it comes to the future of AI or how it can or should be ethically integrated into different teams and different departments. But you may have just answered that question, but if you have a different answer for that, I'd love to hear it.
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
Well said. I love that. It reminds me of a conversation I was having recently with my dad. We were talking about just how AI is changing everything. My dad was born in 1957, so he was around for a lot and around for the inception of the Internet. And he said, you know, we thought the world was going to end when the Internet became a thing. So this is nothing new.
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
Like, it's brand new, but also it's not. You know, we've seen so much innovation and change and transformation. It's just going to keep happening. So, you know.
Experts of Experience
Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!
Yeah.