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