The Art of Conversation Design for AI Agents

Agentic AI isn’t coming — it’s here and already changing everything.Irina Gutman, Global Leader of AI Professional Services at Salesforce, breaks down what agentic AI really is and why it’s a huge leap beyond predictive and generative AI. We get into why your first AI agent should be boring (and repeatable), and why building the tech is easy compared to rewiring your people, processes, and leadership models.Irina shares why businesses need strong guardrails, real operating models, and why AI adoption without organizational readiness is a recipe for disaster. We also talk about the skills humans actually need to stay relevant, how to spot hidden risks, and why the future belongs to companies who rethink their structure — not just their tools. Key Moments: 00:00:  Irina Gutman Explains Salesforce’s AI Agents03:03: Predictive, Generative, and Agentic AI — What's the Difference?05:20: How Agentic AI Thinks and Acts08:32: Chatbots vs. AI Agents: Why It Matters14:22: The 5 Building Blocks of an AI Agent18:13: Organizational Readiness: New Skills, New Roles22:26: The Right Way to Start with AI Agents26:27: Future-Proof Your AI Strategy29:53: Rethinking the Operating Model for AI32:45: Upskilling is Non-Negotiable35:14: Vendors Can Help You Be AI-Ready36:25: Rethinking Change Management for Agentic AI42:38: What’s Next: Multi-Agent Collaboration48:09: Building AI Responsibly: Guardrails and Risk51:39: Real-World AI: A Standout Customer Experience  –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

Consequence scanning. Data organization. Tech translation… Oh my! This week, Kerry Bodine — CX consultant to name brand fortune 500 companies, founder of Bodine & Co. and co-author of Outside In — joins us to explore the seismic shifts AI is bringing to the world of CS. Forget what you think you know about customer service; Kerry reveals why it's all about understanding customer emotions, perceptions, and the entire customer journey. We tackle the tough questions: How do we balance innovation with ethical considerations? How do we prepare our data for the AI revolution? And how do we design experiences that are both human and AI-powered? This is a must-listen for any leader navigating the uncharted territory of AI-driven customer experience.  Key Moments:  00:00 Who is Kerry Bodine, Founder of Bodine & Co.?03:19 The Biggest CS Mistake06:22 Perception vs. Reality: Bridging the Expectation Gap13:07 Consequence Scanning: Your AI Framework18:00 AI Risk Assessment & Navigating Ethical Gray Areas20:00 Leadership in the Age of AI25:05 Data Readiness for AI Implementation32:36 Human-Centered Design & Confronting Your Silos37:18 Key Advice for CS 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

In this special panel-style episode, Agentforce expert and Senior Vice President of Digital Success at Salesforce, Bernard Slowey, is interviewed by Lauren Wood and guest host Stephanie Postles. This is your inside look at Salesforce’s rapid deployment of its revolutionary AI agent, what this means for the digital workforce revolution, and how ANY company can create a customizable, empathetic digital employee. (With no code, just natural-language prompting.) Bernard shares firsthand accounts of the launch, including navigating real-time customer feedback and the crucial lessons learned about data hygiene and prompt engineering. He also discusses the delicate balance between AI automation and human support, emphasizing the importance of empathy training for these digital agents. Plus, they explore the challenges and opportunities for businesses of all sizes, from SMBs to enterprises, as they grapple with the evolving landscape of AI-driven customer experience, sales, and marketing.Press play and discover how Salesforce is shaping the future of AI in service, and what contrarian views Bernard Slowey holds about the role of data in decision-making.Key Moments: 00:00 Who is Bernard Slowey, SVP of Digital Success at Salesforce?04:18 The Evolution of Customer Service06:28 The Power and Potential of AI Agents18:06 Implementing Agentforce at Salesforce22:07 Challenges and Learnings From AI Agent Deployment33:29 Measuring Success and Future Prospects39:58 Escalation Rate and Customer Experience41:21 The Importance of Human Interaction in Support42:51 Digital Success and Customer Onboarding45:28 AI in Customer Success: Real-World Examples47:24 Data Hygiene and Internal Content Auditing 53:04 Cross-Functional Collaboration in CX01:00:28 The Human-AI Partnership 01:08:36 The Future of AI in Business01:12:51 Customer Obsession in Practice –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

Customer success is at a crossroads. Is it a revenue engine or just post-sales support? Is it a strategic function or a catch-all for everything customer-related? Lauren sits down with Marybeth D’Souza, Principal at Deloitte Consulting, to tackle the identity crisis facing customer success today. With years of experience leading CS at Salesforce and now shaping its future at Deloitte, Marybeth shares groundbreaking insights from research with 35 top companies on where the best teams are investing.They break down the five biggest trends shaping customer success in 2025, including the shift from CS as a team to CS as a mindset, the increasing reliance on AI and digital automation, and why failing to align with sales and product is holding teams back. Marybeth also reveals why B2B companies need to start thinking more like B2C, how customer expectations have changed, and what CS leaders must do to prove their impact and secure their place at the table. If you’re in customer success (or trying to define its future in your organization) this conversation is a must-listen.Key Moments: 00:00: Who is Marybeth D’Souza, Principal at Deloitte Consulting?03:52: The 5 Key Trends Shaping Customer Success09:25: Proving the ROI of Customer Success15:04: B2B Needs to Think Like B2C22:53: AI in Customer Success: Hype or Game-Changer?36:00: Breaking Down Silos Between CS, Sales, and Product44:00: What’s Next for Customer Success? –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

Every company claims to be “customer-obsessed”. Most are obsessed with their own internal metrics, not their customers. Kevan Yalowitz, Senior Managing Director at Accenture, explains why true customer obsession is rare, why AI won’t magically fix bad CX, and how scaling businesses slowly lose touch with the people they serve.We’re talking AI growing pains, internal silos, and the corporate illusion of putting customers first. Spoiler: If your “customer obsession” doesn’t actually involve listening to customers, you’re doing it wrong. Key Moments: 00:00 Who is Kevan Yalowitz, Software & Platforms Industry Lead for Accenture?02:21 Why You Should Care About Consumer Behavior Data04:55 Bias and Misinformation in AI06:46 Is AI More Creative Than Humans?08:17 AI in Customer Support and Experience12:30 Proactive AI Solutions and Customer Retention17:12 Connect Product and Support Teams with AI23:56 The Influence of AI on Purchasing Decisions24:23 The Importance of Aligned OKRs26:18 Customer Obsession in Large Organizations Vs. Start-Ups32:21 Implementing Agentic AI in Workflows35:45 Top-Down vs. Bottom-Up Approaches46:32 Key Advice for CX Leaders in the Age of Agentic AI  –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

You know when a company brags about its “great culture,” but the employees look dead inside? That’s because culture isn’t what leaders say it is — it’s what customers feel. In this episode, Mark Rampolla, founder of ZICO Coconut Water and managing partner at Ground Force Capital, tells us how culture quietly shapes every customer interaction. From Liquid Death’s branding genius to why “culture fit” hiring is a terrible idea, Mark breaks down what it really takes to build a company people actually want to engage with.We also dive into the “need behind the need” (AKA why customers don’t buy what you’re selling but what it does for them). Mark shares how ZICO won over yoga studios by solving problems beyond hydration and why understanding where your customers make their money is the key to selling. If your culture, hiring, or customer experience feels off, this conversation holds the solution you’re looking for. Key Moments: 00:00 Who is Mark Rampolla, founder of ZICO & managing partner at GroundForce Capital?01:02 Building a Movement02:13 Why Company Culture Matters03:35 Culture in Action: Real-World Examples08:27 Hiring a Culture Add & Customer Obsession17:36 Assessing and Evolving Company Culture24:42 Understanding the Need Behind the Need25:06 Real-World Examples of Customer Empathy26:17 Building Relationships with Yoga Studios29:31 Marketing Strategies and ROI31:34 Hypothesis Testing & the Opportunities in Operational Failure38:17 Active Listening and Empathy in Business41:24 Impressive Brand Experiences43:18 Mark’s Key Advice for CX 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

Wildfires, floods, total loss — what happens when disaster strikes and people need help navigating the chaos?Gavin Blair, COO of Bright Harbor and former CX leader at Lemonade, joins Lauren Wood to break down why disaster recovery is failing the empathy test — and what needs to change. From the California wildfires to the broken insurance system, Gavin reveals how frontline teams can rebuild trust in the moments that matter most. This conversation covers why insurance is so difficult to navigate, how Bright Harbor is reshaping disaster recovery with AI and human connection, and the simple CX strategies that can turn devastation into a structured path forward.If you think empathy and efficiency can’t coexist in high-stakes CX, think again. Key Moments: 00:00: Who is Gavin Blair, COO of Bright Harbor?02:17 Bright Harbor's Mission and Inception04:08 Challenges in Insurance CX06:18 Empathetic CX Through Disaster Recovery11:08: Citizens’ Optimism & Resilience After LA Fires14:51: Training Empathetic and Responsive Teams23:05 Role of AI in Enhancing Empathy33:51 Why Responsiveness is the Most Important Part of CX41:43 Gavin’s Advice for CX Leaders Everywhere –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

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

Most brands are doing CX wrong—and it’s costing them.The secret to getting it right? It’s not just about data, and it’s not just about empathy—it’s about both.In this episode, Lauren Wood sits down with Stacy Sherman, CX expert, author, and host of Doing CX Right, to break down her ‘Heart and Science’ framework. With 25 years of experience leading CX for major brands, Stacy shares the real impact of emotional intelligence, AI, and cross-functional collaboration in creating customer experiences that actually work.They tackle the tough questions: How do you balance data and human connection? Where do most brands fail in their CX approach? And what’s the real cost of getting it wrong?If you want practical insights, real-world stories, and actionable strategies to drive customer retention and satisfaction, this conversation is a must-listen. Stay tuned until the end for an unforgettable example of human-centered CX in action.Are you delivering the experience your customers deserve? How far are you from your goals? Discover the gap with our Customer Experience Assessment and improve your strategy today.🔗 Get your free assessment now! https://forms.gle/VqXGtybjLhWQAsiL8Check out Doing CX Right: https://doingcxright.com/ Key Moments:00:00 Who is Stacy Sherman, CX Speaker & Expert?02:23 Why Customer Experience is Vital to a Business’s Success04:41 Designing Proactive & Delightful Customer Journeys10:19 The Key to Breaking Down Silos16:51 What is the Cost of Doing CX Wrong?25:33 The Importance of Emotional Intelligence (EQ)26:17 Addressing Fear & Psychological Safety in the Workplace27:41 Human Connection & The Role of AI in CX40:40 The Role of Accountability in Customer Service48:27 Key Advice Every CX Leader Needs to Hear  –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

Government services don’t have to suck. (And no, robots aren’t taking over… yet.)This week, host Lauren Wood sits down with Mike Raker, CTO of Maximus, to crack the code on using AI and machine learning to fix customer experience nightmares — even in the most bureaucratic corners of government. Mike shares exactly why listening beats tech obsession every time, how to balance innovation with red tape, and why “Total Experience Management” is the secret sauce you’ve been missing. They also tackle the AI trends that matter (way beyond ChatGPT), the facepalm-worthy question Mike asks before ANY tech rollout, and how empathy became his ultimate leadership hack in a world obsessed with automation.What are you waiting for? Press play to rethink everything you know about AI, empathy, and how Maximus is ensuring your next DMV visit feels as seamless as possible.Key Moments: 00:00 Who is Mike Raker, CTO of Maximus?03:35 The Role of Innovation in CX06:57 Exactly How Maximus Helps Government Services08:59 Total Experience Management (TXM)14:02 Balancing Innovation and Regulation17:44 The Future of AI in Customer Experience24:27 The Importance of Human-Centered Design in Government34:11 Policy and Responsibility in AI 38:16 Mike Raker’s Expert Advice & Key Takeaways –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