Experts of Experience

If your customers aren’t happy, they will let you and the whole world know. Loudly. Ever wonder how companies deliver a consistent experience that meets - and exceeds - their customer’s expectations? On this show, we’ll dive deep into the world of customer experience and share how businesses are navigating high expectations and leveraging emerging technology like AI and GPT to create the next great experience for their customers. Hosted by Lacey Peace and featuring some of the smartest business minds of the day, Experts of Experience is your go-to resource for ideas, innovation, and inspiration to level up your CX. This podcast is presented by Salesforce Customer Success.

Experts of Experience is a business podcast hosted by Mission.org, with 102 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Mission.org hosts Experts of Experience, a business show with 102 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

• 

  Episode #102

  Why "Feel First" Leaders Outperform Everyone Else

  Mar 18, 202654 minS0

  <p >Most leaders build strategy around data and decks — and then wonder why nobody commits.</p><p ></p><p >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.</p><p ></p><p >Key takeaways:</p><p >- The br...

  ListenShow Notes
• 

  Episode #101

  The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

  Feb 18, 20261h 10mS0

  <p >What if everything you thought you knew about customer experience was backwards?</p><p ><br>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.</p><p ><br>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 e...

  ListenShow Notes
• 

  Episode #100

  Why Data-Ready Companies Are Winning at AI

  Jan 28, 202654 minS0

  <p >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.</p><p >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.</p><p >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...

  ListenShow Notes
• 

  Episode #99

  4 Trends That Will Make or Break Brands in 2026

  Dec 18, 20251 hourS0

  <p >How are customer expectations evolving when people are talking less, trusting less, and switching brands faster than ever?</p><p >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.</p><p >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...

  ListenShow Notes
• 

  Episode #98

  The New Customer: How AI Changed What People Expect

  Nov 19, 202555 minS0

  <p >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.</p><p >You’ll learn:</p><p >How AI is rewriting customer behavior</p><p >Why your website may no longer be the front door</p><p >The two paths brands can take in 2026</p><p >How to design digital and in-person experiences people actually want</p><p >How to stay relevant in an AI-first era (hint: it might mean LESS AI)</p><p >Watc...

  ListenShow Notes

Recent guests on Experts of Experience. Study who booked and why before you pitch.

Based on semantic analysis of episode topics and host coverage, this show is a strong guest fit for executives in:

Industry fit is computed by PitchCentric using vector embeddings of the show's episode catalog.