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Most leaders build strategy around data and decks — and then wonder why nobody commits. 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. Key takeaways: - The brain is wired to feel first, think second, act third — leaders who reverse this order get compliance, not commitment - You cannot give what you've never received: employee experience must precede customer experience - As AI commoditizes execution, belief and human connection become the true competitive advantage - The 3 C's (Clarity, Curiosity, Connection) give leaders a practical framework for aligning teams around purpose - Metrics replace purpose when companies scale without vetting for belief — and that's when culture dies Connect with Matt Marcotte: Matt’s LinkedIn: linkedin.com/in/mamarcotte/ Matt’s Book: https://a.co/d/065v7O29 Website: m2collaborative.com/ Email: [email protected] Expert of Experience is hosted by Lacey Peace and made by the team at Mission.org. Chapters00:00:00 You Can't Give What You've Never Received 00:02:21 The "Rational Consumer" Myth and Becoming a Consumer Anthropologist00:08:38 Heart, Head, Hands: Why the Order Matters 00:11:05 Why Startups Lose Belief at Scale 00:16:37 The 3 C's: Clarity, Curiosity, Connection00:21:43 You Can't Give What You've Never Received00:32:22 Patagonia, Starbucks, and the Power of Alignment 00:38:11 AI and the Rebellion Against Perfection00:43:03 Outsourcing Meaning vs. Building Confidence 00:50:39 Lightning Round: Physical Spaces, Talking to Strangers, and Built on Belief Experts of Experience is a Mission.org production. To discover more shows designed to educate, inspire, and entertain, go to mission.org. – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What if everything you thought you knew about customer experience was backwards? 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. 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 every successful business relationship. We explore why employees are anxious about AI adoption (hint: it’s not about the technology), why ChatGPT accidentally became the world’s best communication teacher, and why saying your company is “like a family” might be doing more harm than good. If you’re tired of CX strategies that look great on paper but fail in practice, this conversation will fundamentally shift how you think about customer relationships in 2026 and beyond. Chapters (00:00) Why Technology Vendors Broke Customer Experience (03:14) What’s Really Broken: We’ve Lost the Human Component (10:00) Business Model First, Experience Second (16:35) Introducing the Dialogue 7 Framework (24:01) The Most Commonly Missed Expectations: Knowledge & Engagement (34:48) How to Actually Use the 7 Conversations in Practice (41:00) Why Employees Are Anxious About AI (And What to Do About It) (50:03) ChatGPT: The World’s Best Communication Teacher (58:21) Lightning Round: Books, Trends, and What’s Next (01:09:00) Connect with JC: Books, Resources, and Next Steps – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What if everything you thought you knew about customer experience was backwards? 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. 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 every successful business relationship. We explore why employees are anxious about AI adoption (hint: it's not about the technology), why ChatGPT accidentally became the world's best communication teacher, and why saying your company is "like a family" might be doing more harm than good. If you're tired of CX strategies that look great on paper but fail in practice, this conversation will fundamentally shift how you think about customer relationships in 2026 and beyond. Chapters00:00:00 Why Technology Vendors Broke Customer Experience03:14 What's Really Broken: We've Lost the Human Component10:00 Business Model First, Experience Second16:35 Introducing the Dialogue 7 Framework24:01 The Most Commonly Missed Expectations: Knowledge & Engagement34:48 How to Actually Use the 7 Conversations in Practice41:00 Why Employees Are Anxious About AI (And What to Do About It)50:03 ChatGPT: The World's Best Communication Teacher58:21 Lightning Round: Books, Trends, and What's Next01:09:00 Connect with JC: Books, Resources, and Next Steps Experts of Experience is a Mission.org production. To discover more shows designed to educate, inspire, and entertain, go to mission.org. – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What if everything you thought you knew about customer experience was backwards?   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.   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 every successful business relationship.   We explore why employees are anxious about AI adoption (hint: it's not about the technology), why ChatGPT accidentally became the world's best communication teacher, and why saying your company is "like a family" might be doing more harm than good.   If you're tired of CX strategies that look great on paper but fail in practice, this conversation will fundamentally shift how you think about customer relationships in 2026 and beyond.   Chapters: 00:00 - Introduction 01:52 - What's Really Broken in Customer Experience 05:12 - Redefining CX: It's All About Expectations 08:19 - The Promise-Proof-Delivery Framework in Customer Journeys 12:26 - Business Model First, Experience Second 16:56 - Introducing the Dialogue 7 Framework 21:58 - Why Culture and "Centricity" Matter More Than You Think 24:43 - The Knowledge and Accountability Gap 28:02 - Transparency vs Trust: The Critical Distinction 29:13 - Why Experience Comes Last (Not First) 33:22 - The Two Most Commonly Missed Expectations 36:46 - How to Actually Use the 7 Conversations in Practice 42:49 - Why Employees Are Anxious About AI 48:03 - The Value-Cost Equation in Every Relationship 53:53 - ChatGPT: The World's Best Communication Teacher 58:21 - Lightning Round: Books, Trends, and Frameworks 1:06:11 - Stop Saying Your Company Is "Like a Family" 1:11:59 - Skills the Next Generation Will Need 1:14:36 - Where to Find JC Quintana   – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. 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. 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 business problems-not from hackathons. He shares examples from banking, airlines, and Teradata's own operations, including their fully autonomous account planning system. We also look ahead to 2026 and Mike's bold prediction: this will be the year companies build agents at scale - autonomous systems that monitor, decide, and act without human intervention. Chapters00:00:00 Meet Mike Hutchinson, 35 Year CX Veteran00:09:22 The Unstructured Data Problem00:12:07 Marrying Structured & Unstructured Data00:16:15 Why AI Use Cases Fail00:19:32 Banking NPS Transformation Story00:25:18 Security & Hallucination Concerns00:30:32 Getting Started with Data Organization00:37:33 Predictive Analytics & Weather Patterns Example00:42:21 CX Skills for the Next Decade00:48:52 The Expertise Debate in an AI World00:56:49 2026 Prediction: The Year of Agents Watch Next: https://www.youtube.com/watch?v=enBE_5PQOb4 Experts of Experience is produced by the team at Mission.org. – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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. 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. 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 business problems-not from hackathons. He shares examples from banking, airlines, and Teradata's own operations, including their fully autonomous account planning system. We also look ahead to 2026 and Mike's bold prediction: this will be the year companies build agents at scale - autonomous systems that monitor, decide, and act without human intervention.   Chapters/Key Moments   06:20 – The Structured vs Unstructured Data Problem 09:00 – What Companies Miss About Unstructured Data 12:00 – How AI Changes the Data Game 15:00 – Marrying Structured and Unstructured Data for Real Value 18:30 – Why Data-Ready Companies Have a Massive AI Advantage 22:00 – The Hackathon Trap: Why Most AI Use Cases Fail 26:00 – Real AI Success Story: Banking NPS Turnaround in 3 Months 28:30 – European Airline Identifies Baggage as Brand Problem 30:00 – Inside Teradata's Autonomous Account Planning System 32:00 – Preventing AI Hallucinations with Data Guardrails 35:00 – The Unsexy Work: Cleaning Data for AI 38:00 – What Companies Should Do If They're Behind on Data 40:30 – Predictive Analytics with Unlimited Parameters 44:00 – Skills That Matter in the AI Era 47:00 – Why Curiosity Beats Technical Tools 49:00 – Generational Differences in AI Adoption 52:00 – The Expertise Debate: Why Pilots Still Matter 55:00 – 2026 Prediction: The Year Autonomous Agents Go Mainstream 58:00 – What Real AI Agents Look Like (Not Just Automations) – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

How are customer expectations evolving when people are talking less, trusting less, and switching brands faster than ever? 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. 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 driver of customer behavior. Chapters00:00:00 Meet Isabel Zdatny, Head of Thought Leadership at Qualtrics XM Institute00:04:43 The Surprising State of Customer Experience Heading Into 202600:10:44 Why AI-Powered Customer Service Is Failing Customers00:15:07 How to Use AI to Enhance Rather Than Replace Human Experience00:19:41 The Silent Customer Crisis: Why Feedback Has Dropped to All-Time Lows00:25:03 Conversational Surveys and Predictive Models: The Future of Customer Listening00:34:55 Why Value Alone Won't Keep Customers Loyal in 202600:38:18 The Trust Equation: How Economic Uncertainty Changes Customer Behavior00:42:51 The Personalization Paradox: Consumers Want It But Don't Trust It00:54:10 What Will Surprise Us Most About 2026: Two Wildly Different Predictions – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

How are customer expectations evolving when people are talking less, trusting less, and switching brands faster than ever? 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. 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 driver of customer behavior. You will learn: Why customer satisfaction is rising even as feedback collapsesWhy AI powered customer service is the lowest rated AI use case todayHow conversational surveys uncover issues traditional surveys never captureWhy value brings customers in but service quality keeps them loyalWhat customers actually want from personalization and why most do not trust itWhat CX leaders must understand to rebuild trust in the year aheadIf you lead customer experience, insights, digital transformation, or AI adoption, this conversation will reshape how you think about listening to customers and earning loyalty in 2026.   Chapters/Key Moments 00:00 – When AI Becomes the First Impression for Customers 03:12 – The Signals Customers Are Reacting To (Even If They Don’t Say It) 06:24 – Why Customer Expectations Keep Rising Every Year 09:36 – The Gap Between Better Metrics and Worse Experiences 12:48 – Where Trust Starts to Erode in AI-Driven Interactions 16:00 – When Efficiency Helps the Business but Hurts the Customer 19:12 – How Loyalty Becomes Purely Transactional 22:24 – Why Customers Are Choosing Silence Over Feedback 25:36 – What Customer Silence Is Really Telling Brands 28:48 – The Limits of Surveys and Traditional Listening 32:00 – How Some Companies Are Rebuilding Empathy at Scale 35:12 – When Technology Improves Experience and When It Gets in the Way 38:24 – Rethinking Customer Experience From a Blank Slate 41:36 – What Customers Will Expect From Brands Next 44:48 – The Future of Trust, Transparency, and Customer Experience – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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 behaviorWhy your website may no longer be the front doorThe two paths brands can take in 2026How to design digital and in-person experiences people actually wantHow to stay relevant in an AI-first era (hint: it might mean LESS AI)Watch Next: https://youtu.be/rgNCaTYkXCE Chapters00:00:00 Meet John Sampogna, Wondersauce CEO and Co-Founder00:08:41 Why Brands Need an Outside Perspective to Stay Relevant00:11:27 How AI Is Changing Customer Behavior00:15:32 How to Stand Out When AI Summaries Flatten Every Brand00:20:22 The Rise of Analog Experiences (and Why They Matter)00:25:52 How to Choose Which AI Tools Are Worth Your Time00:38:12 How to Prepare Your Team for an AI-Driven Future00:43:07 The Honest Truth About “Vibe Coding”00:45:42 The Return of Cool, Personalized Digital Experiences00:48:02 What Personalization Will Look Like in 2026 – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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 return Why customer experience is more emotional than operational The “Ruth Story” - how one pair of glasses changed John’s entire view on CX How to scale empathy, trust, and personalization across big organizations What brands get wrong when implementing AI in customer experience The 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 Is 5:20 The “Ruth Story”: Creating Emotional Loyalty 10:10 Why Having a Point of View Builds Trust 15:15 Training Teams to Deliver Great CX 18:55 Scaling Emotional Customer Experiences 23:30 How AI Fits Into Customer Experience 29:55 The Power of First Impressions 33:25 How Brands Stay Relevant Today 37:15 Make the Customer Journey Simple 42:55 The Future of Personalization 49:15 Common Misconceptions About CX 50:27 A Trend to Bet On (That Isn’t AI) – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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 Moments 00:00 Meet Heather Physioc, VML’s Chief Discoverability Officer 7:33 What Is a Chief Discoverability Officer? 10:07 Discoverability’s Role in the Modern Customer Journey 13:00 The Biggest Gaps in Marketing and CX Today 17:00 From 10 Blue Links to AI Overviews: The Timeline of Discoverability 22:00 How AI Overviews Are Changing Search Behavior 23:45 Three Shifts Defining the AI Search Revolution 27:45 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 Now 37:00 Building Trust and Authority in the Age of AI Content 40:30 The Content Supply Chain: Why Brands Struggle to Connect the Dots 43:33 The New Metrics That Actually Matter for Discoverability 45:26 Ad Buying and Sponsored Content in LLM Search 48:05 The Next Challenges Every Brand Should Prepare For 50:00 AI Assistants and the Rise of the AI Buyer 54:25 The One Fundamental Truth About Human Search Behavior – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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: Cx-alive.comBen Phillips LinkedIn  Key Moments:   0:00 Who is Ben Phillips and what is CX Alive! 4:00 How to communicate effectively with Gen Z employees 9:44 How business communication is changing 12:50 How to tell better stories 22:00 Why you only have 8 seconds to capture attention 24:00 Why podcasts and vodcasts work so well for businesses 31:00 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 real 48:24 How to build a team that understands the “why” 51:28 Three words that separate good content from great – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Description/Shownotes What 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 Challenges 02:44 Ruthless Prioritization and AI Rollout 08:04 Mollie Bodensteiner’s Background and Engine's AI Journey 14:40 AI Implementation and Customer Experience Impact 28:07 AI Agents in Sales and Coaching 34:48 AI in Professional Training and Education 38:06 Human-AI Collaboration and Adoption Challenges 48:34 Ensuring AI Quality and Risk Management 51:45 Choosing and Evaluating AI Tools 01:00:54 Underhyped AI Applications 01:03:00 Lightning Round   – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

AI isn’t just transforming marketing — it’s reshaping the entire customer experience. In this special crossover episode, Experts of Experience features a conversation from our sister podcast Marketing Trends, hosted by Stephanie Postles. Stephanie sits down with Amber Armstrong, CMO of Salesforce Applications, to explore how AI and LLMs are changing discoverability, customer journeys, and the future of CX. Amber shares how her team is rethinking SEO for generative search, converting 40% of LLM traffic into leads, and rolling out AI agents at scale through Salesforce’s Agentforce. If you want to understand how AI is reshaping customer expectations and how leading CMOs are adapting, this episode offers a practical playbook for the generative era.   Key Moments:   00:00 How AI and LLMs Are Reshaping the Marketing Funnel 03:54 Amber Armstrong’s Journey from IBM Intern to CMO at Salesforce 06:35 The Expanding Role of AI in Modern Marketing Teams 08:52 Inside Salesforce’s Guild System: How Amber Aligns Teams Across Four Clouds 17:31 Real AI Use Cases from Amber Armstrong’s Marketing Team at Salesforce 26:40 Amber Armstrong’s Playbook for Future-Proofing SEO in the Age of LLMs 30:55 How Salesforce’s Website Converts 40% of LLM Traffic into Leads 35:58 Building AI Agents at Scale: Lessons from Salesforce’s Agent Force Rollout 37:53 The Ongoing Role of Third-Party Validation in Buyer Decision-Making 39:49 Amber Armstrong on Adapting Marketing Metrics for an AI-First Future 40:40 How Salesforce Aligns Content Strategy Across Business Units 44:56 Amber Armstrong’s Advice for Getting Teams Comfortable with AI Tools 51:24 Salesforce’s Next Big Moves: Account-Based Marketing and Cross-Cloud Growth     – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What happens when a fast-growing company completely rethinks how it delivers customer experience — from the inside out? Lacey Peace sits down with Phil Parbury, Service Manager at TOMRA Collection Australia, to unpack one of the most seamless and high-impact digital transformations we’ve seen in CX ops. Phil takes us behind the scenes of a tech overhaul that reduced dozens of disconnected systems to one integrated solution, boosted technician response time by 26%, and achieved a first-time fix rate of over 99% — all while keeping humans at the center of an AI-assisted workforce. Whether you're leading a digital transformation, scaling CX operations, or just nerding out over smart logistics, this episode is packed with actionable insights — and yes, it features a very charming Aussie accent. 🇦🇺 👉 Tune in to hear how Phil’s team is future-proofing CX from the inside out. Key Moments: 00:00 - The Power of Predictive AI in Customer Experience 01:25 - What Are Reverse Vending Machines? 05:23 - Phil’s Engineering Background & Career Path 07:38 - Scaling Pains: Early Operational Challenges at TOMRA 15:17 - Streamlining Tech: From 26 Tools to One Unified System 21:39 - How AI Optimizes Field Technician Dispatching 23:56 - Real-Time Monitoring & Keeping Machines Online 25:20 - Performance Metrics: 26% Faster Response, 99% First-Time Fix 28:11 - What’s Next: Planning for Predictive Maintenance 32:01 - Personalization, AI Agents & Changing Customer Expectations 35:45 - Training Humans to Work with AI: Empowering Support Teams 43:02 - Reddit Question: What Tools Actually Improve CX? – Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.