This One Thing Will Generate 400% More Customer Data

Episode 68 of the Experts of Experience podcast, hosted by Salesforce, Mission.org, Lauren Wood, Michael Maoz, titled "This One Thing Will Generate 400% More Customer Data" was published on February 19, 2025 and runs 57 minutes.

February 19, 2025 ·57m · Experts of Experience

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Summary

You’re either building trust or breaking it — which one are you doing?Customer experience isn’t just about service. It’s about trust. And most companies are getting it wrong.In this episode, Lauren Wood sits down with Michael Maoz, Senior VP of Innovation Strategy at Salesforce, to reveal what really drives customer loyalty — and why most brands sabotage themselves without even realizing it.The conversation dives into when technology enhances customer relationships versus when it erodes trust, the dangers of relying on flawed data, and why customers are willing to share 400% more information with brands they truly trust. With real-world examples and practical takeaways, this episode is a must-listen for leaders who want to transform customer experience from a transaction into a lasting relationship.From brand-killing interactions to why AI won’t save you if your foundation is broken, this episode is a wake-up call for leaders who want to build authentic, lasting customer relationships. Key Moments: 00:00 Who is Michael Maoz, SVP of Innovation Strategies at Salesforce?01:52 AI in Action: Opportunities and Risks05:09 The Role of Clean Data in AI Success06:38 Practical AI Implementations and Pitfalls19:07 Building Trust with AI34:05 Simplifying Communication with Stakeholders34:28 IQ vs EQ in Business Decisions35:13 AI in B2B and B2C Contexts37:14 Automating Customer Support in Banking38:56 Emotional and Complex Interactions41:07 Experimentation and Adoption of AI45:08 Customer Journey Hacks and Channel Preferences48:58 Voice-Driven Future and AI Integration50:08 Impressive Customer Service Experience53:34 Advice for Customer Experience Leaders –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce 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.

Episode Description

You’re either building trust or breaking it — which one are you doing?

Customer experience isn’t just about service. It’s about trust. And most companies are getting it wrong.

In this episode, Lauren Wood sits down with Michael Maoz, Senior VP of Innovation Strategy at Salesforce, to reveal what really drives customer loyalty — and why most brands sabotage themselves without even realizing it.

The conversation dives into when technology enhances customer relationships versus when it erodes trust, the dangers of relying on flawed data, and why customers are willing to share 400% more information with brands they truly trust. With real-world examples and practical takeaways, this episode is a must-listen for leaders who want to transform customer experience from a transaction into a lasting relationship.

From brand-killing interactions to why AI won’t save you if your foundation is broken, this episode is a wake-up call for leaders who want to build authentic, lasting customer relationships.

Key Moments:

00:00 Who is Michael Maoz, SVP of Innovation Strategies at Salesforce?
01:52 AI in Action: Opportunities and Risks
05:09 The Role of Clean Data in AI Success
06:38 Practical AI Implementations and Pitfalls
19:07 Building Trust with AI
34:05 Simplifying Communication with Stakeholders
34:28 IQ vs EQ in Business Decisions
35:13 AI in B2B and B2C Contexts
37:14 Automating Customer Support in Banking
38:56 Emotional and Complex Interactions
41:07 Experimentation and Adoption of AI
45:08 Customer Journey Hacks and Channel Preferences
48:58 Voice-Driven Future and AI Integration
50:08 Impressive Customer Service Experience
53:34 Advice for Customer Experience Leaders

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

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.