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.You’ll learn:<ul class="list-node"><li class="list-item-node">How AI is rewriting customer behavior</li><li class="list-item-node">Why your website may no longer be the front door</li><li class="list-item-node">The two paths brands can take in 2026</li><li class="list-item-node">How to design digital and in-person experiences people actually want</li><li class="list-item-node">How to stay relevant in an AI-first era (hint: it might mean LESS AI)</li></ul>Watch Next: <a class="link" href="https://youtu.be/rgNCaTYkXCE">https://youtu.be/rgNCaTYkXCE</a><h3>Chapters</h3><ul><li>00:00:00 Meet John Sampogna, Wondersauce CEO and Co-Founder</li><li>00:08:41 Why Brands Need an Outside Perspective to Stay Relevant</li><li>00:11:27 How AI Is Changing Customer Behavior</li><li>00:15:32 How to Stand Out When AI Summaries Flatten Every Brand</li><li>00:20:22 The Rise of Analog Experiences (and Why They Matter)</li><li>00:25:52 How to Choose Which AI Tools Are Worth Your Time</li><li>00:38:12 How to Prepare Your Team for an AI-Driven Future</li><li>00:43:07 The Honest Truth About “Vibe Coding”</li><li>00:45:42 The Return of Cool, Personalized Digital Experiences</li><li>00:48:02 What Personalization Will Look Like in 2026</li></ul>

<description>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.

You’ll learn:





How AI is rewriting customer behavior



Why your website may no longer be the front door



The two paths brands can take in 2026



How to design digital and in-person experiences people actually want



How to stay relevant in an AI-first era (hint: it might mean LESS AI)

Watch Next: https://youtu.be/rgNCaTYkXCE



Chapters

00:00:00 Meet John Sampogna, Wondersauce CEO and Co-Founder
00:08:41 Why Brands Need an Outside Perspective to Stay Relevant
00:11:27 How AI Is Changing Customer Behavior
00:15:32 How to Stand Out When AI Summaries Flatten Every Brand
00:20:22 The Rise of Analog Experiences (and Why They Matter)
00:25:52 How to Choose Which AI Tools Are Worth Your Time
00:38:12 How to Prepare Your Team for an AI-Driven Future
00:43:07 The Honest Truth About “Vibe Coding”
00:45:42 The Return of Cool, Personalized Digital Experiences
00:48:02 What Personalization Will Look Like in 2026</description>

The New Customer: How AI Changed What People Expect

How do brands create customers who stay for years or even decades? In this episode, we break down the model behind lifelong loyalty, emotional connection, and trust-based customer experience - the kind that drives repeat revenue, referrals, and real brand love. Our guest is John Boccuzzi, Jr., CX leader, speaker, author of The Art of Seducing Your Customers, and President of ISG Research. With 30+ years studying how companies build trust and deliver memorable customer experiences, John shares the frameworks and stories that prove: CX is not a cost center — it’s a growth engine. You’ll learn:The #1 factor that determines whether customers returnWhy customer experience is more emotional than operationalThe “Ruth Story” - how one pair of glasses changed John’s entire view on CXHow to scale empathy, trust, and personalization across big organizationsWhat brands get wrong when implementing AI in customer experienceThe future of CX and what will matter most in the next 12 months If you lead customer experience, marketing, service, brand, or product, this conversation will reshape how you think about delivering value.Watch Next: https://www.youtube.com/watch?v=rgNCaTYkXCE&t=1864s Key Moments:0:00 Meet John Boccuzzi, Jr.3:20 What Customer Experience Really Is5:20 The “Ruth Story”: Creating Emotional Loyalty10:10 Why Having a Point of View Builds Trust15:15 Training Teams to Deliver Great CX18:55 Scaling Emotional Customer Experiences23:30 How AI Fits Into Customer Experience29:55 The Power of First Impressions33:25 How Brands Stay Relevant Today37:15 Make the Customer Journey Simple42:55 The Future of Personalization49:15 Common Misconceptions About CX50:27 A Trend to Bet On (That Isn’t AI)
–Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit <a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce">salesforce.com/agentforce</a> &nbsp;Mission.org is a media studio producing content alongside world-class clients.&nbsp; Learn more at <a href="https://mission.org/">mission.org</a> Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.

<description>&lt;p&gt;How do brands create customers who stay for years or even decades?&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;In this episode, we break down the model behind lifelong loyalty, emotional connection, and trust-based customer experience - the kind that drives repeat revenue, referrals, and real brand love.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;Our guest is John Boccuzzi, Jr., CX leader, speaker, author of The Art of Seducing Your Customers, and President of ISG Research. With 30+ years studying how companies build trust and deliver memorable customer experiences, John shares the frameworks and stories that prove: CX is not a cost center — it’s a growth engine.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;You’ll learn:&lt;/p&gt;&lt;p&gt;The #1 factor that determines whether customers return&lt;/p&gt;&lt;p&gt;Why customer experience is more emotional than operational&lt;/p&gt;&lt;p&gt;The “Ruth Story” - how one pair of glasses changed John’s entire view on CX&lt;/p&gt;&lt;p&gt;How to scale empathy, trust, and personalization across big organizations&lt;/p&gt;&lt;p&gt;What brands get wrong when implementing AI in customer experience&lt;/p&gt;&lt;p&gt;The future of CX and what will matter most in the next 12 months&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;If you lead customer experience, marketing, service, brand, or product, this conversation will reshape how you think about delivering value.&lt;/p&gt;&lt;p&gt;Watch Next: https://www.youtube.com/watch?v=rgNCaTYkXCE&amp;t=1864s&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;Key Moments:&lt;/p&gt;&lt;p&gt;0:00 Meet John Boccuzzi, Jr.&lt;/p&gt;&lt;p&gt;3:20 What Customer Experience Really Is&lt;/p&gt;&lt;p&gt;5:20 The “Ruth Story”: Creating Emotional Loyalty&lt;/p&gt;&lt;p&gt;10:10 Why Having a Point of View Builds Trust&lt;/p&gt;&lt;p&gt;15:15 Training Teams to Deliver Great CX&lt;/p&gt;&lt;p&gt;18:55 Scaling Emotional Customer Experiences&lt;/p&gt;&lt;p&gt;23:30 How AI Fits Into Customer Experience&lt;/p&gt;&lt;p&gt;29:55 The Power of First Impressions&lt;/p&gt;&lt;p&gt;33:25 How Brands Stay Relevant Today&lt;/p&gt;&lt;p&gt;37:15 Make the Customer Journey Simple&lt;/p&gt;&lt;p&gt;42:55 The Future of Personalization&lt;/p&gt;&lt;p&gt;49:15 Common Misconceptions About CX&lt;/p&gt;&lt;p&gt;50:27 A Trend to Bet On (That Isn’t AI)&lt;/p&gt;
&lt;p&gt;&lt;p&gt;&lt;i&gt;–&lt;/i&gt;&lt;/p&gt;&lt;p&gt;&lt;i&gt;Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit &lt;/i&gt;&lt;a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"&gt;&lt;i&gt;salesforce.com/agentforce&lt;/i&gt;&lt;/a&gt;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&amp;nbsp;&lt;/p&gt;&lt;p&gt;&lt;i&gt;Mission.org is a media studio producing content alongside world-class clients.&amp;nbsp;&lt;/i&gt;&lt;br&gt;&lt;i&gt;Learn more at &lt;/i&gt;&lt;a href="https://mission.org/"&gt;&lt;i&gt;mission.org&lt;/i&gt;&lt;/a&gt;&lt;/p&gt;&lt;/p&gt;&lt;br/&gt; &lt;p&gt;Hosted by Simplecast, an AdsWizz company. See &lt;a href="https://pcm.adswizz.com"&gt;pcm.adswizz.com&lt;/a&gt; for information about our collection and use of personal data for advertising.&lt;/p&gt;</description>

How do brands create customers who stay for years or even decades?

The Model That Creates Lifelong Customers (and Revenue)

Discoverability isn’t “just SEO” anymore. It’s the entire customer journey.   VML’s Chief Discoverability Officer, Heather Physioc, joins host Lacey Peace to unpack how AI search, LLM overviews, social media channels, and agentic assistants are rewriting how customers find, trust, and choose brands. We cover: the rise of zero-click results and GEO (generative engine optimization), why trust + authority beat content volume, connecting your content supply chain, and where to invest next. Practical, human-centered—and way beyond keyword stuffing. Key Moments00:00 Meet Heather Physioc, VML’s Chief Discoverability Officer7:33 What Is a Chief Discoverability Officer?10:07 Discoverability’s Role in the Modern Customer Journey13:00 The Biggest Gaps in Marketing and CX Today17:00 From 10 Blue Links to AI Overviews: The Timeline of Discoverability22:00 How AI Overviews Are Changing Search Behavior23:45 Three Shifts Defining the AI Search Revolution27:45 Is This the Death of the Website?28:40 Can We Track What People Search on LLMs?30:53 Does SEO Still Matter in an AI-First World?33:17 What Platforms Actually Matter Most Right Now37:00 Building Trust and Authority in the Age of AI Content40:30 The Content Supply Chain: Why Brands Struggle to Connect the Dots43:33 The New Metrics That Actually Matter for Discoverability45:26 Ad Buying and Sponsored Content in LLM Search48:05 The Next Challenges Every Brand Should Prepare For50:00 AI Assistants and the Rise of the AI Buyer54:25 The One Fundamental Truth About Human Search Behavior
–Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit <a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce">salesforce.com/agentforce</a> &nbsp;Mission.org is a media studio producing content alongside world-class clients.&nbsp; Learn more at <a href="https://mission.org/">mission.org</a> Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.

<description>&lt;p&gt;Discoverability isn’t “just SEO” anymore. It’s the entire customer journey.  &lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;VML’s Chief Discoverability Officer, Heather Physioc, joins host Lacey Peace to unpack how AI search, LLM overviews, social media channels, and agentic assistants are rewriting how customers find, trust, and choose brands.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;We cover: the rise of zero-click results and GEO (generative engine optimization), why trust + authority beat content volume, connecting your content supply chain, and where to invest next. Practical, human-centered—and way beyond keyword stuffing.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;Key Moments&lt;/p&gt;&lt;p&gt;00:00 Meet Heather Physioc, VML’s Chief Discoverability Officer&lt;/p&gt;&lt;p&gt;7:33 What Is a Chief Discoverability Officer?&lt;/p&gt;&lt;p&gt;10:07 Discoverability’s Role in the Modern Customer Journey&lt;/p&gt;&lt;p&gt;13:00 The Biggest Gaps in Marketing and CX Today&lt;/p&gt;&lt;p&gt;17:00 From 10 Blue Links to AI Overviews: The Timeline of Discoverability&lt;/p&gt;&lt;p&gt;22:00 How AI Overviews Are Changing Search Behavior&lt;/p&gt;&lt;p&gt;23:45 Three Shifts Defining the AI Search Revolution&lt;/p&gt;&lt;p&gt;27:45 Is This the Death of the Website?&lt;/p&gt;&lt;p&gt;28:40 Can We Track What People Search on LLMs?&lt;/p&gt;&lt;p&gt;30:53 Does SEO Still Matter in an AI-First World?&lt;/p&gt;&lt;p&gt;33:17 What Platforms Actually Matter Most Right Now&lt;/p&gt;&lt;p&gt;37:00 Building Trust and Authority in the Age of AI Content&lt;/p&gt;&lt;p&gt;40:30 The Content Supply Chain: Why Brands Struggle to Connect the Dots&lt;/p&gt;&lt;p&gt;43:33 The New Metrics That Actually Matter for Discoverability&lt;/p&gt;&lt;p&gt;45:26 Ad Buying and Sponsored Content in LLM Search&lt;/p&gt;&lt;p&gt;48:05 The Next Challenges Every Brand Should Prepare For&lt;/p&gt;&lt;p&gt;50:00 AI Assistants and the Rise of the AI Buyer&lt;/p&gt;&lt;p&gt;54:25 The One Fundamental Truth About Human Search Behavior&lt;/p&gt;
&lt;p&gt;&lt;p&gt;&lt;i&gt;–&lt;/i&gt;&lt;/p&gt;&lt;p&gt;&lt;i&gt;Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit &lt;/i&gt;&lt;a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"&gt;&lt;i&gt;salesforce.com/agentforce&lt;/i&gt;&lt;/a&gt;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&amp;nbsp;&lt;/p&gt;&lt;p&gt;&lt;i&gt;Mission.org is a media studio producing content alongside world-class clients.&amp;nbsp;&lt;/i&gt;&lt;br&gt;&lt;i&gt;Learn more at &lt;/i&gt;&lt;a href="https://mission.org/"&gt;&lt;i&gt;mission.org&lt;/i&gt;&lt;/a&gt;&lt;/p&gt;&lt;/p&gt;&lt;br/&gt; &lt;p&gt;Hosted by Simplecast, an AdsWizz company. See &lt;a href="https://pcm.adswizz.com"&gt;pcm.adswizz.com&lt;/a&gt; for information about our collection and use of personal data for advertising.&lt;/p&gt;</description>

Discoverability isn’t “just SEO” anymore. It’s the entire customer journey.

From Google to GPT: How Search Actually Works in 2025

Internal communication is broken. Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don’t drive action. In this episode, Ben Phillips, founder of CX Alive!, explains how to transform the way your business communicates. Drawing on two decades in customer experience and leadership, Ben breaks down why short-form, authentic content — like internal vodcasts and micro-videos — builds clarity, connection, and alignment faster than PowerPoints or all-hands meetings ever could. We cover:✅ How to make your CX strategy relatable and actionable✅ The biggest communication gap between leadership and frontline teams✅ How to communicate effectively with Gen Z employees✅ Why podcasts and vodcasts are the future of internal engagement✅ Why NPS and CSAT are outdated metrics — and what to measure instead If you’re looking to improve employee engagement, CX performance, or team alignment, this conversation will change how you think about communication, storytelling, and measurement inside your organization. #InternalCommunication #CXLeadership #CustomerExperience #EmployeeEngagement #CXStrategy #BusinessCommunication #LeadershipDevelopment #GenZAtWork #Vodcasting #StorytellingAtWork Connect with Ben at:<ul><li><a href="http://Cx-alive.com">Cx-alive.com</a></li><li><a href="https://www.linkedin.com/in/ben-phillips-ccxp/">Ben Phillips LinkedIn</a></li></ul> Key Moments: 0:00 Who is Ben Phillips and what is CX Alive!4:00 How to communicate effectively with Gen Z employees9:44 How business communication is changing12:50 How to tell better stories22:00 Why you only have 8 seconds to capture attention24:00 Why podcasts and vodcasts work so well for businesses31:00 Is NPS still relevant in 2025?34:44 What are the best metrics to track in CX?37:59 Are customer surveys still relevant?41:11 AI in CX: what’s hype vs. what’s real48:24 How to build a team that understands the “why”51:28 Three words that separate good content from great
–Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit <a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce">salesforce.com/agentforce</a> &nbsp;Mission.org is a media studio producing content alongside world-class clients.&nbsp; Learn more at <a href="https://mission.org/">mission.org</a> Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.

<description>&lt;p&gt;Internal communication is broken. Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don’t drive action.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;In this episode, Ben Phillips, founder of CX Alive!, explains how to transform the way your business communicates.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;Drawing on two decades in customer experience and leadership, Ben breaks down why short-form, authentic content — like internal vodcasts and micro-videos — builds clarity, connection, and alignment faster than PowerPoints or all-hands meetings ever could.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;We cover:&lt;/p&gt;&lt;p&gt;✅ How to make your CX strategy relatable and actionable&lt;/p&gt;&lt;p&gt;✅ The biggest communication gap between leadership and frontline teams&lt;/p&gt;&lt;p&gt;✅ How to communicate effectively with Gen Z employees&lt;/p&gt;&lt;p&gt;✅ Why podcasts and vodcasts are the future of internal engagement&lt;/p&gt;&lt;p&gt;✅ Why NPS and CSAT are outdated metrics — and what to measure instead&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;If you’re looking to improve employee engagement, CX performance, or team alignment, this conversation will change how you think about communication, storytelling, and measurement inside your organization.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;#InternalCommunication #CXLeadership #CustomerExperience #EmployeeEngagement #CXStrategy #BusinessCommunication #LeadershipDevelopment #GenZAtWork #Vodcasting #StorytellingAtWork&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;Connect with Ben at:&lt;/p&gt;&lt;ul&gt;&lt;li&gt;&lt;a href="http://Cx-alive.com"&gt;Cx-alive.com&lt;/a&gt;&lt;/li&gt;&lt;li&gt;&lt;a href="https://www.linkedin.com/in/ben-phillips-ccxp/"&gt;Ben Phillips LinkedIn&lt;/a&gt;&lt;/li&gt;&lt;/ul&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;Key Moments:&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;0:00 Who is Ben Phillips and what is CX Alive!&lt;/p&gt;&lt;p&gt;4:00 How to communicate effectively with Gen Z employees&lt;/p&gt;&lt;p&gt;9:44 How business communication is changing&lt;/p&gt;&lt;p&gt;12:50 How to tell better stories&lt;/p&gt;&lt;p&gt;22:00 Why you only have 8 seconds to capture attention&lt;/p&gt;&lt;p&gt;24:00 Why podcasts and vodcasts work so well for businesses&lt;/p&gt;&lt;p&gt;31:00 Is NPS still relevant in 2025?&lt;/p&gt;&lt;p&gt;34:44 What are the best metrics to track in CX?&lt;/p&gt;&lt;p&gt;37:59 Are customer surveys still relevant?&lt;/p&gt;&lt;p&gt;41:11 AI in CX: what’s hype vs. what’s real&lt;/p&gt;&lt;p&gt;48:24 How to build a team that understands the “why”&lt;/p&gt;&lt;p&gt;51:28 Three words that separate good content from great&lt;/p&gt;
&lt;p&gt;&lt;p&gt;&lt;i&gt;–&lt;/i&gt;&lt;/p&gt;&lt;p&gt;&lt;i&gt;Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit &lt;/i&gt;&lt;a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"&gt;&lt;i&gt;salesforce.com/agentforce&lt;/i&gt;&lt;/a&gt;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&amp;nbsp;&lt;/p&gt;&lt;p&gt;&lt;i&gt;Mission.org is a media studio producing content alongside world-class clients.&amp;nbsp;&lt;/i&gt;&lt;br&gt;&lt;i&gt;Learn more at &lt;/i&gt;&lt;a href="https://mission.org/"&gt;&lt;i&gt;mission.org&lt;/i&gt;&lt;/a&gt;&lt;/p&gt;&lt;/p&gt;&lt;br/&gt; &lt;p&gt;Hosted by Simplecast, an AdsWizz company. See &lt;a href="https://pcm.adswizz.com"&gt;pcm.adswizz.com&lt;/a&gt; for information about our collection and use of personal data for advertising.&lt;/p&gt;</description>

Internal communication is broken. Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don’t drive action.

Why Great Leaders Communicate Like Creators

Description/ShownotesWhat if your company could launch its first AI agent in just two weeks? That’s exactly what Mollie Bodensteiner, SVP of Operations at Engine, accomplished — and the results are game-changing: $2M in projected annual savings, a 67% lift in sales rep productivity, and CSAT scores above 90%. Mollie shares the real story of implementing AI at scale, why ruthless prioritization matters, how to avoid the “Frankenstack” trap, and why AI should be seen as a growth enabler, not a cost-cutting exercise. Whether you’re leading a small team or scaling globally, Mollie’s practical playbook will help you cut through the noise, drive adoption, and build AI solutions that stick. Tune in to hear how Engine’s agile approach turned imagination into execution—and why trust, people, and culture are still the ultimate differentiators. Key Moments: 00:00 AI Philosophy & Common Challenges02:44 Ruthless Prioritization and AI Rollout08:04 Mollie Bodensteiner’s Background and Engine's AI Journey14:40 AI Implementation and Customer Experience Impact28:07 AI Agents in Sales and Coaching34:48 AI in Professional Training and Education38:06 Human-AI Collaboration and Adoption Challenges48:34 Ensuring AI Quality and Risk Management51:45 Choosing and Evaluating AI Tools01:00:54 Underhyped AI Applications01:03:00 Lightning Round 
–Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit <a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce">salesforce.com/agentforce</a> &nbsp;Mission.org is a media studio producing content alongside world-class clients.&nbsp; Learn more at <a href="https://mission.org/">mission.org</a> Hosted by Simplecast, an AdsWizz company. See <a href="https://pcm.adswizz.com">pcm.adswizz.com</a> for information about our collection and use of personal data for advertising.

<description>&lt;p&gt;Description/Shownotes&lt;/p&gt;&lt;p&gt;What if your company could launch its first AI agent in just two weeks?&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;That’s exactly what Mollie Bodensteiner, SVP of Operations at Engine, accomplished — and the results are game-changing: $2M in projected annual savings, a 67% lift in sales rep productivity, and CSAT scores above 90%.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;Mollie shares the real story of implementing AI at scale, why ruthless prioritization matters, how to avoid the “Frankenstack” trap, and why AI should be seen as a growth enabler, not a cost-cutting exercise.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;Whether you’re leading a small team or scaling globally, Mollie’s practical playbook will help you cut through the noise, drive adoption, and build AI solutions that stick. Tune in to hear how Engine’s agile approach turned imagination into execution—and why trust, people, and culture are still the ultimate differentiators.&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;Key Moments:&lt;/p&gt;&lt;p&gt; &lt;/p&gt;&lt;p&gt;00:00 AI Philosophy &amp; Common Challenges&lt;/p&gt;&lt;p&gt;02:44 Ruthless Prioritization and AI Rollout&lt;/p&gt;&lt;p&gt;08:04 Mollie Bodensteiner’s Background and Engine's AI Journey&lt;/p&gt;&lt;p&gt;14:40 AI Implementation and Customer Experience Impact&lt;/p&gt;&lt;p&gt;28:07 AI Agents in Sales and Coaching&lt;/p&gt;&lt;p&gt;34:48 AI in Professional Training and Education&lt;/p&gt;&lt;p&gt;38:06 Human-AI Collaboration and Adoption Challenges&lt;/p&gt;&lt;p&gt;48:34 Ensuring AI Quality and Risk Management&lt;/p&gt;&lt;p&gt;51:45 Choosing and Evaluating AI Tools&lt;/p&gt;&lt;p&gt;01:00:54 Underhyped AI Applications&lt;/p&gt;&lt;p&gt;01:03:00 Lightning Round&lt;/p&gt;&lt;p&gt; &lt;/p&gt;
&lt;p&gt;&lt;p&gt;&lt;i&gt;–&lt;/i&gt;&lt;/p&gt;&lt;p&gt;&lt;i&gt;Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit &lt;/i&gt;&lt;a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce"&gt;&lt;i&gt;salesforce.com/agentforce&lt;/i&gt;&lt;/a&gt;&lt;/p&gt;&lt;p&gt;&lt;br&gt;&amp;nbsp;&lt;/p&gt;&lt;p&gt;&lt;i&gt;Mission.org is a media studio producing content alongside world-class clients.&amp;nbsp;&lt;/i&gt;&lt;br&gt;&lt;i&gt;Learn more at &lt;/i&gt;&lt;a href="https://mission.org/"&gt;&lt;i&gt;mission.org&lt;/i&gt;&lt;/a&gt;&lt;/p&gt;&lt;/p&gt;&lt;br/&gt; &lt;p&gt;Hosted by Simplecast, an AdsWizz company. See &lt;a href="https://pcm.adswizz.com"&gt;pcm.adswizz.com&lt;/a&gt; for information about our collection and use of personal data for advertising.&lt;/p&gt;</description>

What if your company could launch its first AI agent in just two weeks?

How A 2-Week AI Agent Launch Enabled 67% Productivity Gains

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.

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