#89: Salesforce’s Approach to Customer Success, AI, & CX
The Delighted Customers Podcast with Mark Slatin
Release Date: 06/20/2024
#94: Improving Customer Loyalty through Martech and AI-Powered Solutions
The Delighted Customers Podcast with Mark Slatin
Improving Customer Loyalty through Martech and AI-Powered Solutions Greg Kihlstrom is a best selling author with nearly 20 books on Martech and customer experience management. Greg shares fresh insights into how companies can leverage marketing technology and AI to bolster customer loyalty and satisfaction. Whether you're a C-suite executive or a marketing professional, this episode will equip you with actionable strategies to deliver exceptional, personalized customer experiences. Here are three pivotal questions Greg answered during our interview: - How can companies...
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#93: Driving Superior Customer Experience with AI and Digital Transformation
The Delighted Customers Podcast with Mark Slatin
Have you ever wondered how digital experience and AI can transform your customer interactions? Andrew Carothers, CCXP, a senior digital experience leader in the CX area at Cisco Systems, shared insights from this multinational leader's industry-leading portfolio of technology innovations, including networking, security, collaboration, and cloud management. 🎧 Check out the latest episode of The Delighted Customers Podcast where Andrew answers these burning questions: 👉 How can businesses seamlessly transition from digital to human interactions to meet customer needs?...
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#92 Transforming Workplace Culture: Dr. James Killian on Employee Experience
The Delighted Customers Podcast with Mark Slatin
Transforming Workplace Culture Through Employee Experience Dr. James Killian is an expert in the field of employee experience. He has held high-impact global leadership positions at Qualtrics, SAP, IBM, Hogan Assessment Systems, and led several startups to record growth, and he’s a professor in the Masters of Science CXM program at Michigan State University. From exploring the significance of breaking down organizational silos to hiring a chief experience officer, we'll discuss how these strategies can uplift your team's experience and ultimately benefit the customer. ...
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#91: The Science of Sticky Ideas: Crafting Memorable CX Strategies
The Delighted Customers Podcast with Mark Slatin
The Science of Sticky Ideas: Crafting Memorable CX Strategies We revealed some powerful insights from "Made to Stick" by Chip and Dan Heath on my latest podcast episode with Megan Burns! We explored why some ideas thrive while others fade away, and how leaders can apply these principles to make a lasting impact. From the death of traditional buttered “movie theater popcorn” to flip the pyramid when making your point, this episode is loaded with practical insights to help you tell stories that stick. In this episode: 👉 How can transitioning from a...
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#90: Ritz Carlton: Inside the Founder and Former President's Customer-Centric Culture
The Delighted Customers Podcast with Mark Slatin
Ritz Carlton is not just a brand. It’s a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry. 👉 What lessons did Horst learn from his early experiences in the hotel industry that he applies to his business practices today? 👉 The concept of “We are, ladies and gentlemen, serving ladies and...
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#89: Salesforce’s Approach to Customer Success, AI, & CX
The Delighted Customers Podcast with Mark Slatin
Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions. Phil Nanus leads Salesforce’s Customer Success organization, a team of over 2000 employees. He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology. Here are my 3 key takeaways from our conversation: - **Embrace Technology for Customer Success:** Salesforce is leveraging AI to enhance customer experiences and improve sales; their collaboration with Gucci is a great example. The rise of...
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#88: How Bilt Uses 3-D Instructions to Enrich Lives
The Delighted Customers Podcast with Mark Slatin
How Bilt Uses 3-D Instructions to Enrich Lives “...Bilt's greatest usage by just sheer volume, happens literally on Christmas Eve and early, early in the wee hours of Christmas morning. And, you know, parents and grandparents and aunts and uncles there, you know, put the kids to bed and -okay, now let's go and assemble this in a bike and a play set and whatever, and expect it to be a very frustrating experience.” Nate Henderson, CEO of Bilt, turned a problem into an opportunity. With millions of users and partnerships with top brands like Apple, Weber, and the United States Air Force,...
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#87: Empathy-Driven Leadership
The Delighted Customers Podcast with Mark Slatin
CX leaders are faced with one of the most difficult challenges in their organization. They have small teams and limited positional authority and therefore need the support of others to make progress. Patty Soltis, CCXP, shares her wisdom from decades of experience leading change in great brands like Neiman Marcus, Lord & Taylor, The Moffitt Cancer Center, and now in her role as a Senior CX Manager at Upwork. In this episode: Leading with Empathy The Role of Emotions in Decision-Making The importance of Detailed and Granular Information Servant Leadership Navigating...
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#86: The Power of Social Identity on CX with Professor Gary David
The Delighted Customers Podcast with Mark Slatin
Do we make buying decisions as individuals or individuals who are part of a group? The answer may surprise you. Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology and its intersection with the business world for several decades. His findings challenge the status quo when it comes to drivers of consumer behavior and how CX leaders should think about engaging customers. We discuss how consumers perceptions of their social identities impact their brand loyalty, and ultimately, bottom line results. In this...
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#85: The Science of Brand Love
The Delighted Customers Podcast with Mark Slatin
The Science of Brand Love What makes brands like Apple and Nike not just recognized, but truly loved. Dr. Ahuvia’s book, , explains the psychology behind brand love, and it has been named by Amazon as a “best business book.” He conducted the first scientific studies of brand love some 30 years ago and continues to lead research on this topic. His research on dating sites led to an appearance on the Oprah Winfrey show. On this episode of 🎙🎙🎙The Delighted Customers Podcast we explore the science behind “brand love” and strategies companies can use to drive...
info_outlineSalesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions.
Phil Nanus leads Salesforce’s Customer Success organization, a team of over 2000 employees. He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology.
Here are my 3 key takeaways from our conversation:
- **Embrace Technology for Customer Success:** Salesforce is leveraging AI to enhance customer experiences and improve sales; their collaboration with Gucci is a great example. The rise of AI and generative AI paves the way for more personalized and efficient customer interactions.
- **Core Values Drive Success:** Salesforce's commitment to values such as trust, innovation, equality, and sustainability is foundational. Their one-one-one philanthropic model (donating 1% of time, products, and profits) and V2MOM document, ensure alignment and a clear vision across the organization.
- **Passion and Lifelong Learning:** Phil’s advice to university students is gold – find your passion and be a lifelong learner. Passion fuels opportunity, and embracing failure is crucial for growth and learning.
Phil shared a number of practical applications on how you get to be “Technology Led and Customer Obsessed” on this episode of The Delighted Customers Podcast.
Phil Nanus is the Executive Vice President of Account Success within Salesforce's Customer Success organization. His team helps orchestrate the Salesforce customer experience and partners closely with Sales to create growth and value realization through strategic customer care.
Since joining Salesforce in 2021, Phil has focused on customer health by working to optimize adoption, customer expertise, and technical health, at every stage of the customer lifecycle. He is passionate about helping customers build trust and maximize value from Salesforce products while enabling career growth and development for members of the Account Success team. Prior to Salesforce, Phil spent over 20 years in SaaS, Enterprise Software and management consulting (Accenture, Symantec, Infor, TSIA).
Phil holds dual bachelor’s degrees from the University of Central Florida. He currently lives in Florida with his wife and three children.
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