From Google to GPT: How Search Actually Works in 2025
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 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.
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52:55
Why Great Leaders Communicate Like Creators
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 Most CX and leadership teams rely on outdated methods — long slide decks, endless trainings, and metrics that don’t drive action.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 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 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.
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52:24
How A 2-Week AI Agent Launch Enabled 67% Productivity Gains
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 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.
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1:08:35
Salesforce Solved The SEO Issue
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 Funnel03:54 Amber Armstrong’s Journey from IBM Intern to CMO at Salesforce06:35 The Expanding Role of AI in Modern Marketing Teams08:52 Inside Salesforce’s Guild System: How Amber Aligns Teams Across Four Clouds17:31 Real AI Use Cases from Amber Armstrong’s Marketing Team at Salesforce26:40 Amber Armstrong’s Playbook for Future-Proofing SEO in the Age of LLMs30:55 How Salesforce’s Website Converts 40% of LLM Traffic into Leads35:58 Building AI Agents at Scale: Lessons from Salesforce’s Agent Force Rollout37:53 The Ongoing Role of Third-Party Validation in Buyer Decision-Making39:49 Amber Armstrong on Adapting Marketing Metrics for an AI-First Future40:40 How Salesforce Aligns Content Strategy Across Business Units44:56 Amber Armstrong’s Advice for Getting Teams Comfortable with AI Tools51:24 Salesforce’s Next Big Moves: Account-Based Marketing and Cross-Cloud Growth
–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.
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The Trick to Aligning Tech, People & Process for Operational Success
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 Experience01:25 - What Are Reverse Vending Machines?05:23 - Phil’s Engineering Background & Career Path07:38 - Scaling Pains: Early Operational Challenges at TOMRA15:17 - Streamlining Tech: From 26 Tools to One Unified System21:39 - How AI Optimizes Field Technician Dispatching23:56 - Real-Time Monitoring & Keeping Machines Online25:20 - Performance Metrics: 26% Faster Response, 99% First-Time Fix28:11 - What’s Next: Planning for Predictive Maintenance32:01 - Personalization, AI Agents & Changing Customer Expectations35:45 - Training Humans to Work with AI: Empowering Support Teams43:02 - Reddit Question: What Tools Actually Improve CX?
–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.
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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