#4 Adam Vasallo: Redefining Customer Experience With Technology

Discover how Big Brothers Big Sisters leverages technology to provide innovative customer experiences and track long-term societal impact. In this episode, Lauren is joined by Adam Vasallo, CMO of Big Brothers Big Sisters of America. Adam shares how the organization, founded in 1904, creates life-changing mentorship opportunities for youth facing adversity. Learn how Big Brothers Big Sisters empowers volunteers to become mentors ("Bigs") who are matched with children ("Littles") in their communities. Adam outlines key strategies to drive awareness and recruit Bigs, including digital marketing, strategic partnerships and leveraging alumni as advocates. Discover how technology enables personalized experiences and keeps matches connected, even during the pandemic. Adam also explains Big Brothers Big Sisters' approach to CX, including journey mapping for Bigs, robust match support systems and measuring long-term societal impact through rigorous studies. Tune in for insights on youth empowerment, volunteer engagement and bringing relevance to a 100+ year old nonprofit.

Om Podcasten

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 Lauren Wood 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.