Melissa Moore shares real retail stories, training tips, and practical views on customer centricity, employee experience, AI, and TikTok shop. Listeners get honest lessons on execution, people-first leadership, and building consistent retail experiences across channels. About Melissa Moore Melissa Moore is an award-winning Retail Consultant and Educator with over 25 years’ retail experience. She founded The Retail Advisor consultancy to empower retailers and brands to reach their potential through sales growth and excellence in customer experience and was awarded the RETHINK Retail ‘Top Retail Expert’ 2024 & 2025. Melissa delivers retail training to an international audience by motivating teams to deliver sensational service through sales, standards and CX through her practical workshops. She lectures students at apprenticeship and undergraduate level in modules including contemporary retail issues, sales fundamentals and retail merchandising.

As host of the award-winning Retail Tea Break podcast, Melissa brings together retailers, brands and global industry experts. Her aim is to decode myths, share knowledge and give her audience an insight into the retail industry. Covering topics including the latest retail trends, ecommerce, loyalty, physical stores, technology and AI, the podcast can be found on all major podcast platforms. Resources The Retail Tea Break: https://linktr.ee/theretailadvisor Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

In this episode, Greg sits down with Michael Lewrick, bestselling author and design thinking expert, to unravel how the mindset of design thinking—beyond just tools—can spark innovation, drive transformation, and elevate business performance. Michael dives into real-world cases, shares his “50 tools” framework, explores how to measure innovation using metrics and AI, and explains how ecosystems and systems thinking amplify impact. His golden nugget? Keep your curiosity alive, experiment continuously, and stay open to what the future holds. About Michael Lewrick Bestselling Author | Speaker | Senior Advisor | Trainer Resources Lewrick & Company: https://www.lewrick.ch/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences. With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes. Annette is the author of multiple books, including Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business; and Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, which provide actionable frameworks for embedding culture, employee experience, and customer experience into business strategy. She is also a sought-after keynote speaker, sharing her expertise with audiences worldwide. A champion of culture-driven transformation, Annette serves as an advisor, mentor, and advocate for organizations looking to elevate their workplace environments, empower employees, and strengthen customer relationships. Recognized as one of the top influencers in the EX and CX space, she continues to shape the industry through her work, writing, and thought leadership. Resources CX Journey Inc.: https://annettefranz.com/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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Learn how fearless leaders build high-performing teams. Nick James shares practical habits: start with why, create psychological safety, empower people, use candid feedback, and coach individuals. He also explains his Eighty20 coaching, leading agile change, and why radical transparency and backing your team matter in fast change driven by AI and technology. About Nick James Based in Zurich, Nick has spent the past 30 years helping organisations transform and adapt to the ever-changing business environment spanning technology, business and regulatory change. He has an infectious passion for maximising the potential of the teams to deliver exceptional results for customers. He now works as a team and individual performance coach, mentor, senior advisor and transformation leader for corporates, consulting firms and start-ups. Resources Eighty20: https://eighty20.ch/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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This episode explores avatars, AI, and community-driven value. Annika Kessel explains Cosmic Universe, ethical avatar design, NFTs, and community economies. Hear real risks like profile hacking and practical uses for brands, education, and mental health. Learn a human-centered view of AI and the future. About Annika Kessel Annika Kessel is a visionary leader building a new societal model at the intersection of human consciousness, AI, and decentralized community economies. She inspires millions to reconnect with their true essence through heart-driven experiences, creating ecosystems where trust, authenticity, and love define value. Through AI avatars with over 500,000 followers and 1 billion+ media impressions, she champions a movement where community is currency, and technology enhances collective intelligence and ethical transformation. Resources Cosmiq Universe AG: https://cosmiquniverse.com/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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Antonio Grasso offers invaluable perspectives for anyone looking to understand the intersections of technology, business, and society. By embracing a human-centric approach to digital transformation, businesses and individuals can prepare for a future where technology supports and enhances human endeavors. About Antonio Grasso is the Founder and CEO of Digital Business Innovation Srl, a thriving startup leading the way in artificial intelligence, the Internet of Things, blockchain, and cybersecurity. With over 40 years in information technology, Antonio’s role as an entrepreneur, author, mentor, and speaker has inspired countless individuals. His influence has been recognized with the prestigious award of Fellow of the Royal Society for the Encouragement of Arts, Manufactures, and Commerce (FRSA), reflecting his significant achievements in social progress and development. Antonio’s collaborations with major multinationals and public institutions have positioned him as a global influencer and visionary thinker. As an external expert and ambassador, his work with the European Commission on projects like Next Generation Internet and AI4EU – Artificial Intelligence for Europe is shaping the future of technology on the continent. Antonio’s passion for mentorship also extends to his role as an Accredited and Qualified Global Mentor for Startups and Scaleups by the World Business Angels Investment Forum, an affiliated partner of the G20 Global Partnership for Financial Inclusion (GPFI), committed to empowering global economic development. Resources Digital Business Innovation Srl: https://www.dbi.srl/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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Sam Stern shares his unique perspective on bridging strategic insights with practical execution. He dives deep into the nuances of translating feedback into internal improvements at LinkedIn, highlighting the value of member voices in shaping user-centric solutions. Sam underscores the importance of emotional memory in customer experience design, emphasizing that people remember how moments felt more than they recall the details. Drawing inspiration from psychological principles like the Peak-End Rule, he illustrates how LinkedIn designs experiences that create memorable moments during major career milestones—such as job changes or layoffs—strengthening user engagement and loyalty. Sam also shares how service design has enabled closer collaboration with product teams, allowing for a more systemic impact on the user journey. Another key topic discussed is the evolving role of AI in customer experience. Sam foresees a future where AI agents become integral collaborators, requiring human oversight and ethical consideration. He advocates for creating seamless, emotionally resonant experiences by blending technology with thoughtful design. Throughout the conversation, he stresses the critical need to speak the language of stakeholders internally to drive alignment and sustainable change—an often-overlooked element in transformation efforts. The Top 3 Key Learnings 1. Design for Memory, Not Just Interaction: Customers don’t remember every moment—they remember how the experience made them feel. Designing for emotional peaks during key life events (like job transitions) creates lasting loyalty. 2. Speak the Language of Your Stakeholders: Internal success depends on your ability to frame CX improvements in terms others care about. Building trust and using stakeholder-relevant language is essential to gain traction. 3. Service Design Enables Systemic Impact: By combining CX principles with service design tools like journey maps and blueprints, teams can align better with product and operational functions to deliver holistic, integrated solutions. About Sam Stern Currently, Sam leads the Service Design team at LinkedIn, responsible for creating delightful experiences for the platform's 1 billion members and customers. He has also created 3 LinkedIn Learning courses on Customer experience enjoyed by more than 100,000 learners to date. Sam has his own podcast, CX Patterns, which you can find on any of your favorite podcast hosting platforms. Previously, Sam started a customer experience team for the sneaker company New Balance, and before that was a CX analyst at Forrester Research, covering customer-centric culture, employee experience, and CX governance, and working with past CX Goalkeeper guests like Maxie Schmidt, Bruce Temkin and Natalie Petouhoff. Resources LinkedIn: https://www.samsterncx.com/ https://www.samsterncx.com/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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We deep dive into the interplay between artificial intelligence (AI) and human interaction in B2B sales environments. Our discussion traversed through the significance of forward-thinking, the essence of understanding customer needs, and the pivotal role of differentiation in today’s competitive market. We unravel the nuances of fostering meaningful connections in the B2B landscape, and explore actionable takeaways to enhance your customer engagement and boost sales growth. The episode sheds light on the indispensable human element that drives authentic customer experiences and ultimately, business success. About Jim Rembach Jim Rembach is a seasoned expert in the realms of B2B Sales Strategies and Customer Experience, bringing a wealth of knowledge and a human-centric approach to the table. With a strong emphasis on building meaningful connections in the business sphere, Jim challenges conventional methods by advocating for a deeper understanding and engagement with customers. His perspective, rooted in the belief that genuine human interactions are a cornerstone for success in the B2B landscape, provides a fresh and much-needed take on how businesses can navigate the complex waters of sales and customer satisfaction. Through his insightful narratives, Jim encapsulates the essence of creating value not just for businesses but for the customers they serve, shedding light on the path towards sustainable growth and meaningful business relationships. Resources Call Center Coach: https://callcentercoach.com/ https://callcentercoach.com/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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How do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX. It’s a masterclass in real leadership in the age of AI. The Top 3 Key Learnings 1. EX is the foundation of CX — Happy, trusted employees create better customer outcomes. The inside always reflects outside. 2. Trust and flexibility drive performance — Remote work isn’t the enemy. When employees feel trusted and supported, they deliver more. 3. Relationships are your new currency — In a world shaped by AI, human connection is what sets you apart. About Francesca Di Meglio Francesca Di Meglio is a veteran writer, reporter and editor. Currently, she is the editor of HR Exchange Network and CX Network and a producer at PEX Network, all part of IQPC Digital. In 2024, she won the Innovator of the Year award from IQPC Digital for her work in building community roundtable and breakout sessions. Earlier in her career, for nearly a decade, she worked for the award-winning business schools rankings team at Bloomberg Businessweek. She has written the book Fun with the Family New Jersey (Globe Pequot Press, 2012). Resources CX Network : https://www.cxnetwork.com/ https://www.cxnetwork.com/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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In this episode, we discuss the role of leadership in guiding these transformations and explore how customer experience is evolving in the digital age. About Marcus Köhnlein Partner at Tactical Management Partner at Quarero Marketing Accelerator Partner at Quarero AG Partner at Taskforce Solutions Ltd / 360workx GmbH Resources LinkedIn Top Voice : https://www.linkedin.com/in/marcus-koehnlein/ https://www.linkedin.com/in/marcus-koehnlein/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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In this episode, we explore the truth behind real transformation with Bernd Ziethen, an experienced CEO, HR consultant, and headhunter. Bernd shares that while technology is advancing fast — especially with AI — true business success depends on leadership, culture, and human connection. He explains that even the best tech tools will fail without strong people and trust behind them. Bernd draws a powerful parallel between business transformation and mergers, where up to 70% fail due to cultural misalignment. He stresses that transformation is not just about strategy or tech—it’s about how leaders engage people through empathy, honesty, and listening. He explains that leadership today means being open, embracing rapid change, and genuinely liking people. “To lead others,” Bernd says, “you must first like yourself.” He also shares behind-the-scenes tips from his experience as a top-level headhunter. Cultural fit, he emphasizes, can’t be measured only with numbers. It requires emotional intelligence, deep listening, and understanding personal goals. His approach to hiring goes beyond resumes—he spends time understanding if a leader aligns with company values and if both sides are willing to invest in the relationship. The Top 3 Key Learnings 1. People Are the Core of Transformation: Technology is a tool, but success depends on building trust and leading with empathy. 2. Leadership Is Listening: Today’s leaders must be open-minded, self-aware, and comfortable not having all the answers. 3. Cultural Fit Drives Success: In hiring and transformation, matching values and communication styles is critical — not just hard skills. About Bernd Ziethen As a Leadership Architect, Bernd combines executive mentoring and executive search – practice-oriented, analytically sound, and backed by deep industry expertise. He supports leaders in their personal development – and help companies find exactly these kinds of leaders. With compelling direct outreach and an honest message. As a senior executive search consultant, he supports managers in their personal growth and companies in filling key positions with precision. With 30 years of industry experience, sound diagnostics, and clear direct outreach, Bernd brings together what truly drives impact: Leadership that enables transformation. Resources Bernd Ziethen - Management Minder: https://www.management-minder.com/en https://www.management-minder.com/en Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and aligning internal operations to consistently deliver value across all touchpoints. He also stresses the need for cross-functional collaboration and leadership that models CX priorities. When hiring, Melia looks for individuals who demonstrate storytelling ability, problem-solving, and ownership—key traits for driving cultural transformation. His approach reinforces the idea that sustainable CX excellence requires intentional system design, emotionally intelligent talent, and unified leadership around customer-centric goals. About Greg Melia At the helm of CXPA, my focus revolves around championing the global customer experience profession through strategic communications and community building, honed over five transformative years in leadership. Our organization thrives on CX certification, publications, and community that empower customer experience professionals to excel. Resources Customer Experience Professional Association: https://www.cxpa.org/home https://www.cxpa.org/home Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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What does it take to create a workplace where people thrive, expectations are high, and trust is real? In this episode, Eric Stone shares practical advice from his book Jumpstart Your Workplace Culture. From leadership values to employee development, you’ll walk away with powerful tools to transform your organization. The Top 3 Key Learnings 1. Culture is the catalyst for execution — Strong relationships, clear communication, and the right tools empower teams to perform at a high level. 2. Training must be practical and continuous — Combine corporate learning with real-time coaching to drive real growth. 3. Accountability builds trust when done right — Set expectations, provide support, and use accountability as a tool to grow, not to punish. About Eric Stone ERIC D. STONE’S passion for business led him to an influential twenty-six-year career at the iconic rental car company Enterprise Holdings, where he quickly became one of the most decorated Regional Vice Presidents in the company’s history. His ability to connect and motivate employees from all different generations and demographics allowed his teams to sustain top-level results and a culture of pride. Eric attributes much of this success to his ability to create, ignite, and sustain a high-performance culture—one that enabled him to lead his teams through challenges like 9/11, the Great Recession, the COVID-19 pandemic, and the Great Resignation—along with an extraordinary ability to adapt to the unexpected and help others do the same. Eric is the author of the award-winning book Jumpstart Your Workplace Culture and an international speaker on leadership, employee engagement, and creating high-performance organizations. He retired from Enterprise in 2018 and founded Clear Path Ventures, which specializes in guiding young professionals and businesses as they navigate their path to success. The two awards the book has received thus far are The Pinnacle and The International Book Awards. Resources Clear Path Ventures: https://www.ericdstone.com/ https://www.ericdstone.com/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it’s not just about technology; it’s about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be enablers rather than solutions looking for problems.

But it’s not just about the ‘what’ and the ‘how’; it’s also about the ‘who.’ Roy talks about the role of culture in a company’s digital transformation journey and how it can make or break the strategy. He also discusses the importance of customer involvement, stating that customers are often the ones leading digital transformation.

About Roy Aktinson

Roy Atkinson is a luminary in the fields of customer service, customer experience, and digital transformation. With years of experience and a deep understanding of how technology and people intersect, Roy brings a unique blend of strategic vision and practical advice to the table. He has been a keynote speaker at numerous industry events, sharing his insights on the importance of focusing on the human element in digital transformation. Known for his thought-provoking perspectives, Roy is not just an expert but a catalyst for change, challenging businesses to rethink their strategies and cultures to stay ahead in a rapidly evolving landscape.

Resources

Clifton Butterfield LLC: https://cliftonbutterfield.com/

Please, hit the follow button:

Apple Podcast: http://cxgoalkeeper.com/apple

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Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

About Gregorio Uglioni

Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions

Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.

With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.

These are brief interviews that share the experiences of outstanding individuals who help charities improve.

Customer Experience professionals worldwide come together to share their experience insights and help others.

The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea.

These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG.

Join us and be part of it.

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In collaboration with CCW Europe Summit 2025:

CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.

Spot are limited! Join the event join the movement:

Use the discount code CXGOALKEEPER20 for 20% additional discount!.

https://europe.customercontactweekdigital.com/events-ccweurope

Do you think personalization ends with using your name? Think again. In this episode, Dr. Emmanuel Manyonganise unveils the secrets of hyper-personalization in customer experience and how businesses can stay ahead by turning data and AI into powerful engagement tools. This is a must-listen for CX professionals aiming for true transformation.

Follow Emmanuel: https://www.linkedin.com/in/dr-emmanuel-manyonganise

The Top 3 Key Learnings

Hyper-personalization goes beyond marketing. It must include support, problem resolution, and full journey engagement.
A strong data culture is key. Centralized platforms, AI integration, and cross-departmental collaboration are crucial.
Start small, but start now. Experimentation and a mindset of continuous learning are the fastest paths to progress.

Chapters

00:00 Introduction to CX Goalkeeper Podcast

00:27 Upcoming CCW Europe Summit 2025

01:11 Guest Introduction: Emmanuel Man

01:49 Evolving Personalization in Customer Experience

02:19 Emmanuel's Career Journey and Values

06:09 Understanding Basic Personalization

09:48 Transitioning to Hyper-Personalization

14:09 Examples of Successful Personalization

17:50 Future Trends in Hyper-Personalization

20:10 Advice for Leaders on Personalization

21:16 Conclusion and Final Thoughts

Keywords: customer experience, CX, personalization, hyper-personalization, AI in CX, data culture, customer data platform, CX leadership, CX strategy, digital transformation, Emmanuel Manyonganise, CX podcast, customer journey, personalization in banking, CX trends 2025, CX Goalkeeper, Gregorio Uglioni

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Podcast Page: https://www.cxgoalkeeper.com/Podcast

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In collaboration with CCW Europe Summit 2025:

Spot are limited! Join the event join the movement:

Use the discount code CXGOALKEEPER20 for 20% additional discount!.

https://europe.customercontactweekdigital.com/events-ccweurope

Today’s Fan Favorite is exceptional as we deep dive into the critical role of leadership in shaping exceptional customer experiences. I had the honor of engaging in a thought-provoking conversation with Diane Magers, a luminary in both the Customer Experience (CX) and leadership domains. Diane’s extensive background and insights offer a unique perspective on how effective leadership can be the linchpin in driving business transformation and elevating customer experience.

We explore the symbiotic relationship between leadership and customer experience, discussing strategies, best practices, and actionable insights.

About today’s guest – Diane Magers:

Diane Magers is a visionary thought leader in the fields of Customer Experience and Leadership. With a career spanning multiple industries and a focus on driving organizational change, Diane brings a unique blend of practical experience and academic insight to the table. Known for her emphasis on human-centric approaches, she advocates for integrating customer experience into every facet of an organization’s operations. Her perspectives on resilience, emotional intelligence, and what she calls an “Experience Operating System,” make her a sought-after expert, offering invaluable insights for businesses aiming for sustainable success.

Chapters:

00:00 Start

00:36 Meet Diane Magers

01:54 Personal Values

03:27 The Importance of Preparation

04:11 Evolution of Leadership

07:05 Challenges in Organizational Change

09:21 Adapting to Change

12:06 Critical Leadership Qualities

15:19 Real-world Leadership Examples

18:35 Overcoming Cultural Barriers

22:20 Learning from Failure

25:45 Golden Nuggets

27:30 Contact Details

28:50 Closing Remarks

Main Topics discussed:

The Essence of Leadership
Resilience in Leadership
The Human Element in Leadership
The Future of Customer Experience

Follow & Subscribe to the CX Goalkeeper Podcast:

Apple Podcast: http://cxgoalkeeper.com/apple

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We’d love to hear your thoughts — leave a comment or share your feedback!

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The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.

With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.

These are brief interviews that share the experiences of outstanding individuals who help charities improve.

Customer Experience professionals worldwide come together to share their experience insights and help others.

These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG.

Join us and be part of it.

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In collaboration with CCW Europe Summit 2025:

Spot are limited! Join the event join the movement:

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What if your biggest setback could spark your biggest insight? In this episode, Darshan Mehta shares powerful “aha” moments that shaped his life, career, and even the launch of his restaurant. You’ll discover how insights are hiding in plain sight — if you know where to look.

About the Guest

Darshan was born in India and raised in the US. He has been coming to Thailand every year since 1989 to teach in the Master’s in Marketing (MIM) program at Thammasat University. In 2020, he moved to Thailand and founded three Thai companies, iResearch (SaaS software), Aha Brands (F&B) and Aha Enterprise (construction) and a non-profit Big Mango.

His entrepreneurial spirit stems from starting his own branding and marketing consultancy to help others for more than twenty-five years to grow their business and thrive. In February 2024, he opened Carmina on Sukhumvit Soi 20 to introduce a symphony of Modern Latin cuisine to Bangkok.

Drawing upon his years of strategy experience, Darshan is also the author of a best seller titled, “Getting to Aha! Why Today’s Insights Are Tomorrow’s Facts,” to help business leaders understand and leverage changing consumer preferences. In addition to his full-time business roles, Darshan has taught in the US, Sweden, and in Thailand. He a has traveled to more than 90 countries. Forbes Magazine recently featured Darshan has one of 9 CMOs to watch.

You can follow Darshan on his podcast, Getting to Aha!,

Relevant Links

https://www.linkedin.com/in/darshan--mehta

The Top 3 Key Learnings

Aha moments are insights that reveal deep truths — they often come from combining facts, trends, and emotion.
Talking to customers is essential — the most valuable ideas are found through real conversations and listening for pain points.
Evoking emotion in business drives exponential impact — when you move customers emotionally, they come back and bring others.

Chapters

00:00 Introduction to CCW Europe Summit 2025

01:15 Welcome to the CX Goalkeeper Podcast

01:51 Guest Introduction: Meet Darshan

02:27 Values Driving Professional Career

04:08 Defining Aha Moments

05:54 Restaurant Business Insights

08:48 The Power of Insights and Market Research

15:57 Artificial Intelligence and Future Trends

20:25 Golden Nugget and Conclusion

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The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.

With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.

These are brief interviews that share the experiences of outstanding individuals who help charities improve.

Customer Experience professionals worldwide come together to share their experience insights and help others.

These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG.

Join us and be part of it.

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In collaboration with CCW Europe Summit 2025

Spot are limited! Join the event join the movement:

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Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they’re customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all.

Episode Chapters

00:00 Game Start

01:09 Bruce Temkin introduces himself

02:01 Bruce shares the values that drive his life

03:50 Discussion on Experience Management

06:44 The difference between CX and XM

08:37 Bruce shares the six laws of Experience Management

14:33 Bruce's favorite law of Experience Management

16:11 Key leadership lessons from Bruce's career

21:04 Bruce's vision for the future of Experience Management

30:02 How to contact Bruce

30:39 Bruce's golden nugget

Deep Dive into the Discussion

Understanding Experience Management
The Difference Between CX and XM
The Six Laws of Experience Management
Every interaction creates a personal reaction,
People are instinctively self-centered,
Customer loyalty is about emotions,
Customer feedback isn't enough,
Unengaged employees don't create engaged customers, and
Operational silos can cause bad customer experience.
Key Leadership Lessons from Bruce's Career
Bruce's Vision for the Future of Experience Management

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The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.

With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.

These are brief interviews that share the experiences of outstanding individuals who help charities improve.

Customer Experience professionals worldwide come together to share their experience insights and help others.

These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG.

Join us and be part of it.

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In collaboration with CCW Europe Summit 2025:

Spot are limited! Join the event join the movement:

Use the discount code CXGOALKEEPER20 for 20% additional discount!.

https://europe.customercontactweekdigital.com/events-ccweurope

Want to know the real reason why CX efforts fail — and how to fix them? In this episode, Eric Smuda reveals why strong governance is the secret to driving CX success. Learn how uniting teams and technology can boost growth, eliminate silos, and create powerful customer experiences.

About the Guest

Eric Smuda has built a distinguished career based on the belief that taking care of customers to drive organic growth is the most reliable way to help companies succeed. In his various roles, he has focused on translating the voice of the customer into operational improvements, new product and service introductions, and transformational customer experiences that have led to market share, revenue and profitability growth.

The list of companies he has worked for as a CX leader or consultant represents some of the most well-known brands in the world: Hertz, Avis Budget, Hewlett Packard, Walgreens, Humana, Mattress Firm, Duke Energy and TopGolf, among others. He is currently the Chief Experience Officer (CXO) for Likewize, a device protection company in Dallas, Texas.

Relevant Links

https://www.linkedin.com/in/ericsmuda

The Top 3 Key Learnings

Governance Drives Growth: Governance connects silos and creates shared accountability — making sure every team is aligned to meet customer needs.
People Over PowerPoints: Real CX change happens when leaders collaborate in person, share goals, and build trust — not just through frameworks.
Tech is a Partner, Not a Replacement: AI and digital tools must enhance human roles, not replace them. The balance between tech and people is key to future CX success.

Chapters

00:00 Introduction and Guest Welcome

01:12 Eric's Background and Values

03:47 Importance of Governance in CX

05:20 Creating Effective Governance Frameworks

09:47 Addressing Resistance and Building Trust

11:43 Future of CX: Technology and Human Collaboration

17:31 Conclusion and Final Thoughts

Keywords: customer experience, CX governance, Eric Smuda, CX Goalkeeper, cross-functional collaboration, digital transformation, customer journey, seamless customer experience, AI in CX, servant leadership, CX podcast, Gregorio Uglioni, governance frameworks, customer-centric growth, tech and human collaboration, breaking silos, customer insights,

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This episode is a powerful conversation with Peter Nicholson about transforming home healthcare through Ohana. Discover how his personal mission and professional background are creating real change in aged care, training caregivers with purpose, and helping older adults live with dignity.

About the Guest

Peter Nicholson is Managing Director of ALTKEA, a global healthcare consultancy.

For five years, he was responsible for the global business development function of Dermavant Sciences GmbH and was GM of its Swiss affiliate before the company was acquired by Organon. Prior to that, he was responsible for the global strategy and business development functions at Galderma (Nestlé / L’Oréal), and before that at Mentor (Johnson & Johnson) and Inamed (Allergan), where he led the groups responsible for strategic partnerships, licensing agreements, acquisitions, joint ventures, divestitures and out-licensing. He spent six years at Amgen working in product development, investor relations and product licensing roles created the company’s corporate venture capital program.

He became aware of issues in elder care through his parents’ health decline and co-founded of OHANA HEALTH, a social impact company focused on professionalizing the vocation of caregiving to upskill workers and empower them to provide person-centered care for older adults while lowering the burden on healthcare budgets.

Relevant Links:

https://www.linkedin.com/in/peter-nicholson-b9b3ab1b7/

https://ohana.health

The Top 3 Key Learnings

Empowering Caregivers Is Essential: Proper training and support for caregivers improve both job satisfaction and patient outcomes.
Technology and AI Can Elevate Aged Care: Personalized learning paths and care planning tools help caregivers and healthcare systems work more effectively.
Aging with Dignity Is a Human Right: By rethinking aged care, society can provide more respectful, informed, and compassionate support for the elderly.

Chapters

00:00 Introduction and Guest Welcome

01:22 Guest Introduction: Peter Nicholson's Background

03:09 Values Driving Professional Life

04:16 The Origin and Meaning of Ohana

05:05 Challenges in Aged Care and Demographic Shifts

07:18 Inspiration Behind Ohana and Its Mission

11:55 Innovative Training and Workforce Development

23:21 Future Vision and Global Expansion

27:26 Conclusion and Final Thoughts

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We are revisiting one of the most downloaded episodes of the CX Goalkeeper Podcast; we were joined by Joey Coleman, an expert in customer experience and the author of "Never Lose an Employee Again." This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both.

Top 3 Key Takeaways

Employee Experience as a Recruiting Tool: Companies can differentiate themselves in the job market by focusing on meaningful and unique employee benefits. The perks should not only be attractive but also reflective of the existing employee base.
The Human Aspect in Leadership: Connecting emotionally and personally with your employees can go a long way in fostering a positive work environment. This connection makes the journey towards achieving business goals more cohesive and enjoyable.
The Power of Empathy: As Joey's "Golden Nugget" suggests, "There's always an opportunity to treat humans as humans and to form personal and emotional connections... The best way to create these connections is through empathy."

Joey Coleman:

Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he collaborates with organizations worldwide, ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His two books have received critical acclaim, and both were instant Wall Street Journal bestsellers. Never Lose a Customer Again offers strategies and tactics for turning one-time purchasers into lifelong customers, and his newest book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he’s spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his fantastic wife and two young sons.

Contact Details:

https://joeycoleman.com/
https://www.linkedin.com/in/joeycoleman1/
Joey's books

With insightful observations and actionable advice, this episode is a must-listen for anyone seeking to enhance their company’s customer and employee experiences.

Follow, rate, and review the podcast.

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Are you truly the leader you want to be—or just reacting under pressure? In this powerful episode, Sabina Nawaz shares hard-earned insights from decades of coaching CEOs and writing her new book, You Are the Boss. Discover how to navigate leadership challenges and lead with intention, clarity, and care.

About the Guest

Sabina Nawaz is an elite executive coach who advises C-level executives and teams at Fortune 500 corporations, government agencies, nonprofit organizations, and academic institutions worldwide. Sabina gives dozens of keynotes, seminars, and conferences each year and teaches faculty at Northeastern and Drexel Universities. During her fourteen-year tenure at Microsoft, she transitioned from managing software development teams to leading the company’s executive development and succession planning efforts for over 11,000 managers and nearly 1,000 executives. She is the author of YOU'RE THE BOSS: Becoming the Manager You Want to Be (and Others Need).

Relevant Links

https://sabinanawaz.com/

https://www.linkedin.com/in/sabinanawaz/

https://www.instagram.com/sabinacoaching/

The Top 3 Key Learnings

Leadership can quietly derail with success — Promotions increase pressure, which can distort behaviors and distance leaders from honest feedback.
Listening is a superpower — Developing your “shut up muscle” by speaking less and asking more questions helps you hear diverse perspectives and build stronger teams.
Micro-habits create sustainable self-care — Managing stress through tiny, consistent habits like one mindful breath daily helps maintain performance and wellbeing.

Chapters

00:00 Welcome and Guest Introduction

00:55 Career Highlights and Values

03:01 Discussing the Book: 'You Are the Boss'

03:20 Recognizing and Managing Power and Pressure

07:36 Effective Leadership Communication

13:01 Managing Stress and Wellbeing

15:38 Leadership Blind Spots and Continuous Improvement

18:57 Final Thoughts and Golden Nugget

Keywords: leadership development, Sabina Nawaz, CX podcast, you are the boss book, pressure in leadership, power gap in management, leadership blind spots, self-care for leaders, executive coaching, shut up muscle, micro habits for stress

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In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty.

A Short Description of the Guest

Stacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring that CX is done right. Her dedication to improving customer and employee experiences shines through her work, including speaking engagements, workshops, and her podcast.

Contact Details:

Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/

Stacy’s webpage: https://doingcxright.com/

Stacy’s podcast: https://doingcxright.com/podcasts/

3 Key Learnings

Human Connection is Key: Beyond processes and technology, the essence of CX and leadership lies in genuine human connection and understanding.
Leadership is a Practice of Empathy: Effective leadership is characterized by empathy, active engagement, and the ability to unify and motivate.
The Importance of Reflection: Taking time to pause and reflect can significantly enhance decision-making and interpersonal relationships.

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This episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of “WFM Unfiltered,” shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age.

About the Guest

a few words from Irina:

My entire career has been in WFM. I have performed all the operational roles in the WFM cycle—from forecaster, planner, intraday specialist, to Manager. I have also worked as an external consultant and on the vendor side.

As a result, I’ve delivered WFM solutions, optimised planning processes, and set up WFM teams, structures, and methods from scratch in over 50+ small, medium, and large organisations across the Globe, from China to the US, Canada, Australia, India, South Korea, and in the whole of Europe.

I currently have my own company, RightWFM, a consulting company that delivers WFM solutions, from setting up teams and structures to optimising current processes and selecting, implementing, and optimising software.

I am also the host of WFM Unfiltered.

Relevant Links

https://www.linkedin.com/in/irina-mateeva-wfm-consultant

https://www.youtube.com/@WFMUnfiltered

https://rightwfm.com

The Top 3 Key Learnings

Workforce Management Is CX’s Front Door: Great customer experience starts with having the right people available. WFM is not just a scheduling function—it’s how businesses show up for their customers.

AI Should Enable, Not Replace: Automation is powerful for removing waste, but the real value comes from insights and human-led analysis. You can get your processes right before you jump into tech.

Hybrid Work Needs Human Touch: Remote work stays here, but complete remote setups can limit connection and teamwork. Balance flexibility with in-person interaction to build strong teams.

Chapters

00:00 Introduction and Guest Welcome

00:55 Irina's Background and Podcast

02:37 Core Values in Professional Life

03:44 Impact of Workforce Management on Customer Satisfaction

05:54 Integrating AI in Workforce Management

10:03 Challenges of Hybrid and Remote Work

13:18 Handling Customer Expectations and Seasonal Peaks

18:23 Top Priorities for Contact Center Leaders

20:41 Future of Workforce Management and Final Thoughts

Keywords

customer experience, workforce management, WFM, Irina Hollatz, Gregorio Uglioni, contact centers, AI in customer service, automation, hybrid work, remote teams, process improvement, digital transformation, employee experience, empathy in leadership, Black Friday operations, scheduling optimization, call center leadership, workforce strategy, customer service technology, WFM consulting,

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In the ever-evolving customer experience landscape (CX), the CX Goalkeeper Podcast stands out by bringing thought leaders and industry pioneers to discuss the future of customer engagement and leadership. This "best of" is no exception, featuring an insightful conversation with Lou Carbone, a trailblazer in experience management and the founder of Experience Engineering.

About the Guest: Lou Carbone

Lou Carbone has been at the forefront of customer experience for decades, helping organizations shift their focus from transactions to transformative experiences. With a career spanning several years, Carbone’s methodologies have influenced countless businesses to reevaluate how they interact with their customers, making him a sought-after speaker and consultant in CX.

For more on Lou Carbone’s work, follow him on LinkedIn or visit the Experience Engineering website.

Three Key Learnings

Simplification is Key: Simplifying customer and employee interactions can significantly enhance the overall experience.
The Power of Emotional Engagement: Establishing an emotional connection with customers is crucial for building long-lasting relationships.
Redefining Success Metrics: Moving beyond conventional metrics to include emotional and experiential measurements provides a more holistic view of customer satisfaction.

Listen to the Episode

Dive deeper into these insights by listening to Episode 167 of the CX Goalkeeper Podcast with Lou Carbone. Tune in to discover how to transform your organization’s customer experience from ordinary to extraordinary.

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In Episode 233 of the CX Goalkeeper Podcast, host Gregorio Uglioni speaks with Sarah Caminiti, Head of Customer Service in the US at Acam and the host of the Epical Growth podcast. This episode dives deep into foundational leadership and how it shapes strong CX teams and business results. Sarah shares powerful, real-life insights on building empowered teams, asking better questions, and leading with empathy and purpose. This episode is a goldmine if you're a CX leader or an aspiring one.

About the Guest

Sarah Caminiti is a dynamic leader in customer experience, career coaching, and strategic alignment. She hosts Epochal Growth, a podcast that explores transformative leadership, empowerment, and the realities of the business world, celebrating the journeys of industry leaders and innovators.

Active in the ElevateCX community, frequent panelist on industry webinars and a sought-after speaker, Sarah is also the creator of the RVA Framework, a tool that helps to align professional goals with core values for personal and career fulfillment. Through her work, Sarah inspires others to embrace alignment and growth, challenging assumptions and championing authenticity in leadership.

Epochal Growth just completed it's first season and she is planning Season 2 for 2025 while also enjoying a little extra time with her family in Providence, RI.

Relevant Links

https://www.linkedin.com/in/sarah-caminiti-5827b784/

https://www.epochaloperations.com/

https://epochalgrowth.buzzsprout.com/

The Top 3 Key Learnings

Foundational Leadership Matters Great CX starts with strong foundations—clear vision, trust, and empowerment are non-negotiables for team success.
Ask Better Questions Intentional and empathetic questioning uncovers real needs, prevents assumptions, and fosters employee and customer growth.
Retention Is the Future Customer retention, rooted in authentic relationships and consistent value, will be the key driver of sustainable business growth.

Chapters

00:00 Introduction and Guest Welcome

00:56 Sarah's Background and Career

01:53 Core Values in Leadership

03:51 Foundational Leadership in CX

06:08 Practical Leadership Examples

11:14 Effective Questioning Techniques

16:24 Value Creation in Leadership

22:31 Advice for New CX Leaders

24:57 Future of CX and Final Thoughts

We’d love to hear your thoughts! What did you learn from this episode? Please leave us your feedback, and don’t forget to follow and subscribe to the CX Goalkeeper Podcast:

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Released date: April 2025 Episode Number: 233 Name of the guest: Vance Morris

Why You Can't-Miss This Episode

In this magical episode, Vance Morris shares powerful customer experience strategies straight from the Disney playbook. As a former Disney cast member and a business owner who successfully adapted these strategies into non-glamorous industries like carpet cleaning, Vance reveals how any business can create unforgettable experiences. This is a masterclass on turning ordinary services into extraordinary performances.

About the Guest

Vance helps business owners get, serve, and keep clients for life through creating experiences and response-required marketing. He is a former birth control factory security guard turned Disney leader, bankruptcy out-of-work executive turned carpet cleaner, and successful entrepreneur.

Author of: Systematic Magic, 7 Magic Keys To Disnify Your Business,

Tales From The Customer Service Crypt.

Award: Longest reigning Marketer of the Year; 2015-2019

Relevant Links

https://www.facebook.com/vance.morris.9/

https://www.linkedin.com/in/vancemorris/

https://www.vancemorris.com

https://www.deliverservicenow.com

The Top 3 Key Learnings

Customer Experience Begins with Culture: Your business mission must be more than just a statement—it should guide every employee's actions, like at Disney.
Every Interaction Is a Performance: Treat every customer touchpoint as a stage performance—consistency, enthusiasm, and personality matter.
Emotion Drives Loyalty: Emotional connections create loyal customers who forgive mistakes and promote your business passionately.

Chapters

00:00 Introduction and Guest Welcome

00:39 Meet Vance Morris: From Disney to Business Owner

05:10 The Magic of Disney: Lessons for Businesses

09:15 Creating Memorable Customer Experiences

14:24 Transforming Business with Personal Touches

23:19 The Importance of Employee Experience

26:33 Final Thoughts and Key Takeaways

Keywords

Disney customer experience, Vance Morris, Disney magic in business, customer service excellence, emotional connection in business, CX strategies, business transformation, Gregorio Uglioni podcast, employee experience, customer journey, customer loyalty tips, Disney cast member lessons, deliver service now, business culture tips, performance mindset in business.

If you enjoyed this episode, please let us know! We'd love to hear your thoughts—leave a comment, share it with your network, and tell us what inspired you the most.

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In this inspiring episode of the CX Goalkeeper Podcast, Luke Jamieson shares his bold vision for the future of work, customer experience, and employee engagement. From human-centered organizations to the power of authenticity and observability in CX, Luke’s energy, ideas, and real-life stories will challenge the way you think about leadership, workplace culture, and recognition.

About the Guest

Luke is one of the top global influencers and thought leaders on cx, employee engagement and the future of work. What made him this influencer? His rebellious, unconventional approaches, high energy, and creativity. Often referred to as the CX Larrikin he is an inspiring and refreshing keynote speaker, podcaster and blogger who's been featured in numerous publications including The Wall Street Journal and The Australian. He studied design thinking at D.school, Stanford University, is a certified LEGO® Serious Play® facilitator and the co-host of the wildly popular gameshow-like series Twenty20ish.

Relevant Links

https://www.linkedin.com/in/luke-jamieson/

https://www.youtube.com/@GdayLukeJamieson

The Top 3 Key Learnings

Authenticity drives connection. Being unapologetically yourself builds stronger relationships with teams and customers.
Friction impacts both CX and EX. Removing it boosts satisfaction across the board, whether for a customer at 11 PM or an employee with a mic issue.
Appreciation is the future of engagement. It’s not about prizes—it’s about seeing and valuing every contribution in the workplace.

Chapters

00:00 Introduction and Guest Welcome

00:57 Luke Jameson's Background and Passion

01:56 The 2020ish Project

04:02 Values Driving Professional Life

06:12 Future of Work and Flexibility

10:24 CX Observability and Frictionless Experiences

17:36 Senses of Engagement and Recognition

24:35 Future Predictions and Closing Remarks

Keywords

customer experience, employee engagement, CX observability, future of work, flexible workplace, hybrid work, appreciation in the workplace, human-centered organizations, Luke Jamieson, Gregorio Uglioni, CX podcast, sense of engagement, reducing friction, workplace culture, reward and recognition, authenticity in leadership

We’d love to hear from you! What was your biggest learning from this episode? Leave a comment, connect with us, or share the episode with your team!

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Discover how to harness AI and cloud technology to revolutionize your data strategy. Aravind Nuthalapati explains how businesses can leverage AI-driven insights, overcome cloud migration challenges, and position themselves for competitive success.

About the Guest

Aravind is a Cloud Technology Leader specializing in big data and cloud technologies, where he focuses on driving strategic modernization of data ecosystems to support diverse analytics use cases. With a proven track record of delivering scalable and cost-effective solutions, Aravind Nuthalapati excels at aligning business objectives with innovative technology strategies. He has extensive experience leading large-scale big-data cluster management and cloud migration initiatives, driving significant architectural enhancements that optimize ROI and reduce operational expenses. Recognized for his ability to adopt and implement emerging technologies quickly, Aravind is a trusted advisor across functions. He is known for his cutting-edge AI, cloud, and data solutions expertise.

Relevant Links

https://www.linkedin.com/in/findaravind

The Top 3 Key Learnings

A strategic approach to modernizing data ecosystems involves aligning clearly with business objectives.
Overcoming cloud migration challenges requires phased strategies, skill training, and the right tools.
AI-driven analytics and automation will accelerate innovation, enhance predictive capabilities, and boost real-time decision-making.

Chapters

00:00 Introduction to CX Goalkeeper Podcast

00:28 Meet Aravind, a Technology Enthusiast

00:44 AI Power Data Revolution: What Leaders Need to Know

02:20 Modernizing Data Ecosystems for Advanced Analytics

05:37 Challenges and Solutions in Cloud Migration

08:31 Best Practices for Delivering Cloud Solutions

12:02 Future of AI and Cloud Integration

15:38 AI Transforming Data Analytics: Next 3-5 Years

18:38 AI and Cloud: Vision for the Next 10 Years

20:08 Final Thoughts and Contact Information

20:35 Golden Nugget and Conclusion

Rate and review the CX Goalkeeper Podcast. It means the world to us!

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In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve.

About the Guest

Peter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Although headquartered in Montreal, Québec, Canada, Peter’s clients come from every corner of the globe, so odds are he knows your city well.

Peter’s passion for CX and BPO shines through in the connections he makes worldwide, and his ability to bring great people together is second-to-none.

Contact Peter today and learn how he can help your business thrive in the dynamic world of customer experience outsourcing.

Relevant Links

https://ryanadvisory.com/about/

https://ryanadvisory.com/top-cx-predictions-for-2025/

Podcast: CX Files: https://cxfiles.libsyn.com/

The Top 3 Key Learnings

Agent AI will redefine CX operations by supporting both agents and customers, increasing efficiency, and improving employee satisfaction.
Mergers and acquisitions will shape the mid-market BPO space, as companies strive for scale, agility, and competitive advantage.
Real-time voice translation will unlock new offshore opportunities, enabling businesses to provide multilingual services from non-native speaking regions.

Top 3 Quotes

"Agent AI is going to be the key AI driver in the CX space going into 2025."
"In CX, anyone standing still is moving backwards—you must stay informed and adaptable."
"Real-time automated voice translation could be one of the biggest game changers in our industry."

Chapters

00:00 Welcome and Introduction

01:38 Guest Introduction: Peter Ryan

02:50 Values Driving Professional Career

04:23 Top CX Predictions for 2025

04:30 Agent AI Transformations

07:56 Consolidation of Mid-Market BPO Players

10:04 Real-Time Automated Voice Translation

14:25 Economic Impact on CX Budgets

16:29 Future of Customer Analytics

18:39 Fast Forward: CX in 10 Years

20:55 Final Thoughts and Golden Nugget

Keywords

customer experience, CX predictions 2025, Peter Ryan, Gregorio Uglioni, Agent AI, mid-market BPO, voice translation AI, CX trends, CX Goalkeeper Podcast, customer analytics, CX transformation, AI in contact centers, BPO consolidation, CX strategy, customer service innovation, offshore CX delivery, real-time voice AI,

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In this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it means to be a leader in the customer-centric world of today.

What You'll Learn:

Insights into Karl Sharicz's transformative CX career
The essence of servant leadership in driving change
Strategies for effective change management in CX
How to navigate B2C environments with customer-centric strategies

Karl's contact details:

https://horizoncx.com/
https://www.linkedin.com/in/karlsharicz/

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Customer Experience, Leadership, CX Strategy, Change Management, Servant Leadership, Business-to-Consumer, Karl Sharicz

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Fantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.

About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service.

In This Episode, You Will Learn:

How artificial intelligence is transforming customer service.
The importance of a data-driven culture in modern businesses.
Strategies for integrating AI with human intelligence to enhance customer experience.
Jim Iyoob’s unique perspective on the future of customer interactions.

Connect with Jim Iyoob:

LinkedIn: Jim Iyoob

Your Host:

Gregorio Uglioni, host of the CX Goalkeeper Podcast
Follow Gregorio for more smart discussions on CX, transformation, and leadership. https://www.linkedin.com/in/gregorio-uglioni/

CX Goalkeeper Podcast (audio)

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In this episode of the CX Goalkeeper Podcast, I had the pleasure of speaking with Rajesh Sankaran, a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance, the challenges of balancing the human touch with technology, and why emotional value is key to customer loyalty. Rajesh shared valuable insights on AI, digital transformation, and personalization strategies in the insurance industry. If you want to understand how Netflix, Amazon, and other digital giants influence insurance CX, this episode is a must-listen!

About the Guest

Rajesh is an insurance and e-commerce executive and technology leader passionate about harnessing technology to solve business problems. With 25+ years of experience helping large Insurance, Manufacturing, Communications, and Technology enterprises grow and expand. He is a technologist who came up through development, business analysis, and program management, allowing me to manage implementing/supporting enterprise scale delivery to grow businesses and solve complex problems. He works with organizations on CRM rollout, data insights, and Agile delivery. In his current gig, he builds a platform for D2C sales. The customer is king, and he is obsessed with ensuring our customers get the best experience with every interaction—2nd runner-up in CXPA awards.

Relevant Links

https://www.linkedin.com/in/rajeshsank/

The Top 3 Key Learnings

Digital Expectations Are Set by Other Industries – Customers don’t compare insurers to other insurers. They compare them to Netflix, Amazon, and Apple, expecting the same level of speed, simplicity, and convenience.
Emotional Value Drives Customer Loyalty – Customers stay with insurers not just for price, but for the experience. Insurers must focus on human-to-human interactions, even in digital channels.
AI and Automation Are Essential, but Human Touch Matters – AI can improve efficiency, but customers still want a human connection when facing complex or emotional decisions. Insurers must blend automation with personalized support.

Chapters

00:00 Introduction and Guest Welcome

00:22 Rajesh Sankaran's Background

01:07 Core Values in Professional Life

01:47 Digital Transformation in Insurance

04:54 Challenges in Delivering Customer Experience

13:00 Balancing Technology and Human Touch

20:01 Future of AI in Insurance

22:19 Looking Ahead: The Future of Insurance

23:43 Conclusion and Final Thoughts

Keywords

digital insurance, customer experience in insurance, CX transformation, AI in insurance, insurance digitalization, omnichannel insurance, personalized insurance, customer loyalty in insurance, insurance technology, emotional value in CX, future of insurance, AI-driven CX, insurance automation, human touch in insurance,

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With Rich Dorfman, a seasoned CX professional from Eastern Bank, we discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization.

Key Highlights:

Rich Dorfman's journey and role in transforming customer experience at Eastern Bank.
The evolution of customer expectations in the banking sector.
Strategies for aligning CX with corporate objectives.
The crucial link between employee satisfaction and customer happiness.
Rich Dorfman's perspective on the future of customer experience.

Connect with Rich Dorfman:

LinkedIn: https://www.linkedin.com/in/richdorfman/

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CX Goalkeeper Podcast, CustomerExperience, CX in Banking, Leadership, Digital Transformation, Rich Dorfman, Business Strategy, Employee Engagement, CX Insights

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In this episode of the CX Goalkeeper Podcast, Valerie Peck shares her insights on why proactive service is key to long-term business success. We explore the power of innovation, the role of data in anticipating customer needs, and why reactive customer experience strategies are no longer enough. This episode is a must-listen if you want to stay ahead in the competitive CX landscape!

About the Guest

Valerie leads Elevate-X Consulting, where she helps organizations integrate customer intelligence into every aspect of their business, from strategy to data activation. Her expertise in customer intelligence-driven experience management has been honed over a distinguished career marked by strategic leadership and a commitment to innovation. Valerie is an entrepreneur and developed the pioneering experience mapping tool SuiteCX and led several consultancies before selling SuiteCX two years ago. Now, back in consulting, her approach integrates data-driven and 1-to-1 management consulting principles with the ‘how-to’ of technology implementation, ensuring customer success is at the forefront of every initiative. She helps her clients champion advancements in understanding where they are with their ability to delight their customers and enhance retention, acquisition, and loyalty. She believes that Applied Customer Intelligence and the innovation it enables make and keep both B2B and B2C companies ever more competitive.

Relevant Links

linkedin.com/in/valerie-peck-4b143

The Top 3 Key Learnings

Proactive CX Strategies Win: Businesses that anticipate customer needs and offer solutions before issues arise create stronger, long-term customer relationships.
Data is a Game-Changer: Leveraging customer data allows companies to predict trends, personalize experiences, and increase revenue through targeted engagement.
Company Culture Drives CX Success: Hiring the right people and fostering a culture of innovation are essential for creating a customer-centric organization.

Chapters

00:00 Introduction and Welcome

00:32 Meet Valerie: A Journey in Customer Experience

03:41 Innovate or Die: Proactive Service for Success

05:24 Defining Customer Experience

06:48 Valerie's Best and Worst Customer Experiences

11:02 Proactive Customer Experience Strategies

13:01 The Role of Data and Feedback in CX

17:39 Building a Proactive Company Culture

19:51 Future Trends in Customer Experience

25:16 Valerie's Golden Nugget and Conclusion

Keywords

customer experience, CX innovation, proactive customer service, customer intelligence, CX strategy, predictive analytics, business transformation, customer loyalty, brand promise, digital transformation, CX leadership, customer data, AI in CX, proactive engagement, customer retention, future of CX, CX metrics, innovation in customer experience,

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Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This is one outstanding REPLAY of the top episodes!

This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures.

Monika Schulze, a luminary in strategic marketing, shares her unparalleled insights on navigating the digital age with a customer-centric approach. Don't miss this masterclass in leveraging challenges for growth, understanding the evolving role of CMOs, and preparing for the future with AI.

Key Learnings

The Power of Curiosity: A curious mindset is the bedrock of innovation and growth.
Strategic Alignment: The alignment of goals across the organization and with strategic partners is key to achieving sustainable success.
Cultural Sensitivity in Leadership: Effective leadership transcends cultural boundaries through empathy and understanding.

Monika's linkedin profile: https://www.linkedin.com/in/monikaschulze/

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Tune in for this incredible episode and become part of the conversation shaping the future of customer experience and leadership. Please leave a comment and rate this podcast.

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Workplace wellbeing is more than just a buzzword—it’s a game-changer. In this episode, Craig Fearn, a leading expert in workplace wellbeing, shares powerful insights on how organizations can create environments where employees thrive. From understanding the true meaning of wellbeing to shaping a positive workplace culture, this episode is packed with practical strategies that leaders can apply immediately. If you’re a business leader, CX professional, or someone passionate about creating a better work environment, this episode is a must-listen!

About the Guest

Craig Fearn wants to change the way we think about wellbeing right down to the words we use and the gestures we make to encourage a mindset shift across businesses.

As the Wellbeing Ambassador for the Chartered Institute of Directors, Craig is leading this change across the UK by empowering organisations of all sizes, across all sectors to create workplaces with a positive wellbeing culture.

Craig understands the foundations of sustainable wellbeing and his strategies, tools and workshops deliver results that empower teams to rethink their wellbeing, and what is sustainable for them at work and in life. ‍ Beyond his corporate work, Craig also provides NED and advisory services and is the Chief Advisor of Book of Beasties, a wellbeing game for families and schools. Craig believes we all deserve to live free of mental wellbeing struggles and champions a whole-self approach to managing stress, anxiety and burnout.

Relevant Links

https://www.craigfearn.com/

www.linkedin.com/in/craig-fearn1

The Top 3 Key Learnings

Wellbeing is deeply personal and varies for each individual. There is no universal definition, so businesses must create adaptable strategies that cater to diverse employee needs.
Leaders must focus on the "why" behind their wellbeing initiatives. Is it just a tick-box exercise, or is it a true commitment to employee happiness, retention, and long-term success? The intent behind workplace wellbeing efforts determines their effectiveness.
Culture is the backbone of employee wellbeing. Companies cannot fix wellbeing issues with pizza Fridays or token wellness perks. Instead, embedding a genuine culture of care, flexibility, and trust is the only sustainable way forward.

Chapters

00:00 Introduction to Today's Topic

00:42 Meet Craig Fearn

02:37 Core Values in Professional Life

05:08 Defining Wellbeing

07:50 Creating a Positive Wellbeing Culture

24:11 The Importance of Flexibility in the Workplace

31:40 Strategies for Improving Workplace Wellbeing

39:33 Conclusion and Final Thoughts

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Join us on the CX Goalkeeper Podcast for the replay of a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.

This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's knowledge and wisdom provide valuable lessons for professionals at all levels.

Key Highlights:

Empathy in Leadership: Jeremy discusses the importance of empathy and understanding within teams to foster a positive service culture.
The Balance of Technology and Human Touch: Insights into how technology can be integrated without losing the human aspect of customer service.
Continuous Improvement: Jeremy shares his approach to improving customer experience continuously, even in the face of limited resources.

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#CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService

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Why You Can't-Miss This Episode

In this captivating episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement.

About the Guest

Marilyn Suttle has a proven track record of transforming customer relationships and elevating employee wellbeing.

She works with organizations that want to stand out as the business of choice.

A bestselling author, of three customer service books, including "Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan" Marilyn is the President of Suttle Enterprises, a personal and professional growth training firm that works with multi-cultural organizations.

Marilyn's programs have a strong focus on developing communication skills and implementing wellbeing practices to handle even the most difficult clients and colleagues.

Her highly engaging programs, coaching, and consulting services are sought after by professionals across various industries, from Fortune 500 companies to startups. Marilyn's extensive experience with online community management and social media has also helped brands engage deeply with their target audience, fostering strong and enduring customer loyalty.

As a speaker, Marilyn is known for delivering high-content, humorous presentations that engage and inspire action long after her programs end.

Relevant Links

LinkedIn: http://www.linkedin.com/in/marilynsuttle

The Top 3 Key Learnings

Empathy First: Start with understanding and validating the customer’s or employee’s emotions. Simple phrases like "You're right" can disarm tension and build trust.
Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence.
Resilience Through Leadership: Leaders should prioritize their own well-being and model healthy work-life boundaries, fostering a culture of care and productivity.

Chapters

00:00 Introduction and Welcome

00:33 Meet Marilyn Suttle

03:09 Core Values and Passion

05:27 Handling Difficult Customers

09:29 Leadership and Employee Support

15:27 Resilience and Well-being

17:40 Personal Practices for Success

20:37 Setting Boundaries with Customers

25:34 Future of Customer Experience

27:14 Final Thoughts and Contact Information

Keywords

customer experience, empathy in customer service, dealing with tough customers, Marilyn Suttle, CX podcast, resilience in leadership, customer engagement strategies, employee engagement, effective communication, leadership coaching, handling customer complaints, role of empathy in CX, CX podcast episode,

Your feedback is a gift—share your thoughts, questions, or ideas with us!

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Let’s continue the conversation on transforming customer and employee experiences!

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Welcome to the "BEST OF" episodes of the CX Goalkeeper Podcast. In this replay, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX.

About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and unique perspectives to our podcast. This episode is a deep dive into the critical aspects of customer experience, focusing on the power of authenticity and human connections in customer service. Alex’s experiences and strategies are not just insightful; they are transformative.

Why You Can't Miss This Episode:

Discover the Human Element in CX: Learn from Alex’s approach to fostering authentic, empathetic interactions in customer service.
Leadership Insights: Gain insights into how effective leadership can significantly impact customer experience.
Future Trends in CX: Explore with Alex the evolving landscape of customer service and how to stay ahead.

Featured Topics:

The importance of humanizing customer service.
Balancing corporate goals with authentic customer engagement.
Embracing change and innovation in CX.

Connect with Alex Mead:

LinkedIn: https://www.linkedin.com/in/alexmead/

Chapters:

00:00 Introduction

00:43 Welcoming Alex Mead

00:54 Kickoff Discussion

01:21 Values Driving Alex's Life

04:18 The Reality of Service Quality

07:22 Human Impact in Customer Service

09:55 Philips TV Experience

11:26 Survey Fatigue in Feedback

13:06 Requesting Manager or CEO Intervention

15:56 Future Discussions in CX

17:33 Contacting Alex Mead

18:23 Alex's Golden Nugget on CX

19:37 Conclusion & Thanks

Listen, Learn, and Engage: Tune into this episode for a transformative experience in customer experience wisdom. Don't forget to follow, like, and share to stay updated with more episodes like this.

Follow Us: Stay connected with the CX Goalkeeper Podcast on your favorite platforms for more episodes that empower you with the latest in CX knowledge and trends.

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Why You Can't Miss This Episode

In this compelling episode of the CX Goalkeeper Podcast, Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employee experiences in driving success. This is a must-listen for anyone passionate about transforming organizations and delivering exceptional value to customers and teams alike.

About the Guest

Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked with some of the world’s top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria’s Secret, and Toyota.

He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup.

Greg has written over 20 books on marketing and marketing technology, including his 10-part Agile Brand Guides series on marketing technology platforms and practices. His recent book, the best-selling House of the Customer (2023) discusses the 1:1 personalized customer experience of the future, and how brands can organize the people, processes, and platforms that enable it.

Relevant Links

https://www.linkedin.com/in/gregkihlstrom

https://www.gregkihlstrom.com

The Top 3 Key Learnings

Four Pillars of Transformation: Effective digital transformation hinges on integrating people, processes, platforms, and data. While technology matters, success ultimately depends on how well organizations address human and procedural challenges.
Agile for Transformation: Agile methodologies can look different for every organization. Focus on principles like collaboration, adaptability, and delivering business value, rather than rigidly adhering to predefined methods.
Return on Experience: Investing in customer and employee experiences yields measurable benefits, such as increased customer loyalty, higher lifetime value, and improved organizational efficiency.

Chapters

00:00 Introduction and Guest Welcome

00:33 Greg Kihlström's Background and Career

01:55 Values Driving Professional Life

02:54 Digital Transformation Challenges

05:11 Measuring Return on Experience

09:23 Implementing Agile Methodologies

14:10 Practical Tips for Digital Transformation

16:47 AI in Digital Transformation

22:14 Future of Customer Experience

24:23 Conclusion and Final Thoughts

We would love your feedback! Let us know how this post resonated with you, and don’t forget to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform:

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In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen!

Episode Summary

This episode is packed with insights from three CX leaders: Federico Cesconi, Michael Brandt, and Beppe De Vincenti. Together, they explore trends shaping the future of CX, emphasizing topics like agentic AI, employee empowerment, and personalization.

Federico shares his vision of agentic AI, describing a world where AI agents interact seamlessly with each other to fulfill complex customer needs. Imagine booking a holiday with one request while AI takes care of all the details—this kind of intelligent system is what Federico sees revolutionizing CX by 2025.

Beppe dives into the importance of company culture and the investment in employee training. As businesses face challenges in cultivating customer-centric environments, enhancing employee skills becomes a priority. Empowered employees lead to improved customer interactions and long-term success.

Michael adds a critical dimension, linking employee experience to customer experience. He highlights the need for stable, skilled teams to improve service and introduces the balance required for hyper-personalization. Overdoing it can alienate customers, but the right approach creates smoother, more personalized experiences.

The Top 3 Key Learnings

Agentic AI Revolution: AI agents will transform how customers interact with services, simplifying tasks and providing highly efficient, human-like support.
Employee-Centric Culture: Investing in employee training and experience drives better CX outcomes, ensuring employees are skilled, satisfied, and engaged.
Balanced Personalization: Hyper-personalization has its limits. Companies must find a balance that feels tailored but not invasive to customers.

Chapters

00:00 Introduction and Guest Presentation

02:42 Discussion on Trends for 2025

11:16 Reflections on 2024 and Key Learnings

20:22 Closing Remarks

Keywords

customer experience trends, CX 2025, agentic AI, hyper-personalization, employee experience, customer-centric culture, AI in CX, CX leadership, future of customer experience, customer experience transformation

I’d love to hear your thoughts on this episode! What trend excites you most for the future of customer experience? Let us know by leaving a comment or review.

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Why You Can't-Miss This Episode

Dive into the fascinating future of customer interactions as Sirte Pihlaja discusses the rise of machine customers and digital assistants. Discover how this emerging technology will revolutionize customer experiences, reshape industries, and create a new era of business opportunities. This episode is your guide if you want to stay ahead in CX.

About the Guest

Sirte Pihlaja is the CEO and Customer Experience Optimiser of Shirute, the first customer experience agency in Finland. She is also heading the activities of the Customer Experience Professionals Association (CXPA) in Finland. Sirte is an internationally known expert in her field, a trainer, designer, and strategist with over 25 years of experience in advising large domestic and international corporations and brands in different industries (e.g., Elisa, Arabia, Fiskars, Hackman, Iittala, Marimekko, Nokia, Nordea, Rovio, S-Group, TeliaSonera, Veikkaus, VR and Finnish Broadcasting Company).

Sirte delivers creative solutions in customer experience research and experience design, customer experience management, data-driven business, the voice of customer and reputation management, and concretizing solutions through multi-channel service design.

Relevant Links

https://linkedin.com/in/sirte

https://www.shirute.fi/en

https://www.machinecustomers.fi

The Top 3 Key Learnings

Machine Customers Are the Future: Autonomous digital assistants are evolving rapidly, offering businesses a unique opportunity to innovate and engage with a growing market segment.
Empathy Meets Automation: While human connections remain essential, companies must also adapt to machine interactions that prioritize efficiency and convenience.
Prepare for Hyper-Personalization: The rise of machine customers will demand tailored customer journeys and proactive, AI-driven solutions.

Chapters

00:00 Introduction and Guest Presentation

04:18 Exploring the Concept of Machine Customers

06:24 Practical Examples and Uses of Digital Assistants

09:12 Creating and Utilizing Digital Assistants

13:12 Challenges and Opportunities for Companies

23:26 Future of Machine Customers and AI

27:38 Conclusion and Contact Information

Keywords

machine customers, digital assistants, customer experience, CX innovation, autonomous systems, generative AI, hyper-personalization, customer journeys, CX strategy, future of CX, AI in CX, empathy in CX, AI tools, proactive solutions, digital transformation

Final Note

Thank you for tuning into the CX Goalkeeper Podcast! If you enjoyed this episode, make sure to subscribe, share, and leave a review. Stay connected for more insightful discussions:

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Why You Can't-Miss This Episode

In this episode of the CX Goalkeeper Podcast, Gregorio sits down with Dr. Chris Brown, co-author of The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance. They explore the seven disciplines of customer-centricity, the critical role of foresight, and practical ways to embed customer culture across organizations. Whether you're an executive, manager, or CX enthusiast, this conversation is packed with actionable insights that can transform your approach to delivering exceptional customer value.

About the Guest

Dr Chris L Brown is the MRI Benchmark SaaS business co-founder and a customer-centric leader, culture, and strategy expert. His award-winning book “The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance.” is published by McGraw-Hill, New York. Chris is part of Harvard Business School’s global faculty for Customer-Centric Organizations. He has contributed to the Harvard Business Review, Strategy and Leadership, and CEO Magazine. He is the host of The Relentless Customer Leader Podcast. Chris received his Doctorate from Pepperdine University in Malibu, California.

Relevant Links

https://www.linkedin.com/in/christopherlbrown/

https://www.mribenchmark.com

The Top 3 Key Learnings

Customer foresight is essential for staying competitive: Successful businesses invest in understanding future customer needs, leveraging tools like peripheral vision to predict trends and adapt accordingly.
Collaboration drives innovation: Bringing diverse teams together fosters unique perspectives that enhance problem-solving and customer-centric initiatives.
Small changes, big impact: Shifting priorities, such as putting customers first in meeting agendas, can significantly influence organizational culture and business outcomes.

Chapters

00:00 Introduction and Guest Presentation

04:00 Defining Customer Culture

06:00 Challenges in Customer Culture

10:46 Market Responsiveness Index

13:32 Adapting to Customer Expectations

16:19 Success Story: Canon

21:19 Future of Customer Experience

24:05 Contact Information and Final Thoughts

Keywords

customer culture, customer-centricity, CX transformation, customer foresight, Market Responsiveness Index, organizational collaboration, customer experience trends, AI in CX, customer insights, customer-centric leadership, CX strategies, customer value, business transformation, Chris Brown, CX Goalkeeper Podcast.

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Why You Can't Miss This Episode

This episode dives deep into practical strategies for getting things done right, balancing the needs of customers, employees, and businesses. Michelle Spaul, a seasoned CX consultant, shares actionable tips to ensure sustainable success in customer experience while maintaining empathy and integrity. Learn how to elevate decision-making, manage risks effectively, and align strategies for long-term growth.

About the Guest

Michelle is an independent CXM consultant who blends business expertise with a fresh perspective. She helps clients understand their customers, meet their needs, and achieve remarkable business outcomes. Michelle has been using Customer Feedback for over 30 years to improve products, services, and touchpoints. She shares her experience and lessons with the business community through hands-on support and mentoring. She fosters sustainable change by influencing colleagues and emphasising the value of customer experience management.

Relevant Links

https://customerexperienceconsultant.co.uk

https://www.linkedin.com/in/michelle-spaul-customerexperience/

The Top 3 Key Learnings

Balance Is Key: A successful CX strategy integrates the needs of customers, employees, and the business. It’s not about customer-centricity alone but finding harmony between these elements for sustainable growth.
Master the Basics Before Innovation: Focus on delivering consistent, reliable services that meet functional needs before adding extraordinary elements. Basics create the foundation for long-term trust and loyalty.
Stop, Think, and Listen: Leaders should pause and evaluate decisions from all perspectives—business, employee, and customer—ensuring alignment with long-term strategies and goals.

Chapters

00:00 Introduction and Guest Presentation

02:47 Values and Balancing Business, Customer, and Employee Needs

03:04 Practical Tips for Balancing Business and Customer Needs

09:35 Balancing Short-Term Gains with Long-Term Vision

12:45 The Role of Philosophy and Values in Decision-Making

16:38 Prioritizing Quality Over Speed

19:42 Understanding Customer Needs and Adding Value

26:13 Future of Customer Experience

27:30 Contact Information and Final Thoughts

Keywords

customer experience, CX strategy, quality management, balancing needs, practical tips, risk management, employee alignment, customer satisfaction, innovation in CX, sustainable business growth, Michelle Spaul, Gregorio Uglioni, CX Goalkeeper Podcast, practical CX strategies, functional needs, customer journey, stop think listen, organizational goals, reliable services

Feedback Is a Gift! Did you enjoy this episode? Please share your thoughts and let us know your key takeaways. Don’t forget to follow and subscribe to the CX Goalkeeper Podcast:

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Let’s continue transforming CX together.

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Why You Can't-Miss This Episode

This episode of the CX Goalkeeper Podcast dives into the fascinating world of data transformation with Michela Greco. Discover how data quality fuels insights that drive exceptional customer experiences, actionable strategies to maintain data standards, and the human touch required to create impactful outcomes. Michela shares her journey and practical tips to help businesses bridge the gap between numbers and meaningful decisions.

About Michela Greco

Expert in CRM, Customer Data, and Customer Service platform implementation

Sales support
Data analysis & insights
Customer experience passionate

Relevant Links

linkedin.com/in/michela-greco-crm-04061986

The Top 3 Key Learnings

Data Quality is Key: Accurate, complete, and consistent data is the foundation for reliable insights, actionable reports, and meaningful customer engagement.

Cross-Functional Collaboration: Breaking down silos between departments ensures a unified customer view and fosters better decision-making.

Continuous Monitoring and Accountability: Periodic data checks and team accountability maintain high data standards, supporting long-term system usability and trust.

Chapters

00:00 Introduction and Guest Presentation

03:01 Core Values and Professional Journey

04:30 Defining Data Quality in Customer Experience

08:42 Ensuring Data Quality Over Time

14:48 Extracting Insights from Data

18:51 Example of Effective Data Integration

21:45 Future of Customer Experience

22:02 Contact Information and Closing Remarks

Keywords

data transformation, data quality, actionable insights, customer experience, CX podcast, Michela Greco, cross-functional collaboration, system usability, customer engagement, tailored experiences, unified customer view, data silos, business insights, CX Goalkeeper

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In this episode of the CX Goalkeeper Podcast, Federico Cesconi dives deep into the future of customer experience management, revealing the potential of artificial intelligence in transforming how companies manage customer feedback. He introduces the "Insight Narrator," a groundbreaking tool that simplifies customer feedback analysis, using AI to provide actionable insights faster than ever before. This episode is a must-listen if you're keen on learning how technology can streamline customer experience processes.

About the Guest

I'm a seasoned professional with immense experience in customer insights and marketing analytics. From Customer Relationship Management to Customer Experience Management, I specialize in helping companies utilize technology and data to make the right decisions for business growth.

Today, I'm the co-founder of sandsiv+ (https://sandsiv.com), a software-as-a-service solution powered by Artificial Intelligence (AI) to help companies around the world correctly measure Customer Experience (CX) and actively manage Customer Journey (CJ).

With over 20 years of experience in data science and marketing, I helped Sandsiv+ adopt a visionary methodology for gathering and analyzing information concerning customers, their details, their experiences, and their activities to build deeper and more effective customer relationships and improve strategic decision-making.

Relevant Links

https://www.linkedin.com/in/federico-cesconi

https://sandsiv.com/sandsiv-unveils-insight-narrator-revolutionizing-ai-capabilities-in-sandsiv/

The Top 3 Key Learnings

AI Can Automate Time-Consuming Tasks: The Insight Narrator uses AI to automate customer feedback analysis, reducing the time spent on repetitive tasks and enabling quicker decision-making.
Actionable Insights at Your Fingertips: AI provides real-time, prioritized insights, helping CX managers identify and address the most critical issues that affect customer satisfaction.
The Future of CX is AI-Driven: Federico highlights how AI tools like Insight Narrator make customer experience management more accessible and effective, even for smaller companies.

Top 3 Quotes

“The Insight Narrator doesn’t just find satisfaction drivers—it provides actionable insights to improve customer experience.”
“With AI, what used to take weeks can now be done in minutes.”
“Customer experience management should be about making life easier for both customers and the professionals managing their feedback.”

Chapters

00:00 Introduction and Guest presentation

03:05 The Impact of Generative AI on Customer Experience

13:57 Introduction to the Insight Narrator Tool

14:16 Development and Functionality of the Insight Narrator

18:19 Benefits and Applications of the Insight Narrator

23:56 Future Developments and Improvements

29:27 Conclusion and Call to Action

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In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape.

About the Guest

CEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform that unifies enhanced digital solutions for contact centers. Glassix has been a leading Israeli Software Company since 2015. In addition to offering comprehensive products, such as those mentioned above, we are working 24/7 to improve & update our products to fit market needs using cutting-edge technologies. Glassix was born to change the way we serve customers through customer service & technology experts who want to give your business the best!

Relevant Links

https://www.linkedin.com/in/guy-shalom

https://www.glassix.com/podcasts

https://www.glassix.com

The Top 3 Key Learnings

AI Empowers Human Agents: AI can provide real-time support to agents, speeding up processes and improving the quality of customer service by suggesting appropriate responses based on customer history and conversation context.
Hyper-Personalization is Key: AI can analyze customer interactions on a deeper level, incorporating emotions, past conversations, and even physical cues to deliver highly personalized customer experiences.
AI and Human Collaboration: The future of contact centers lies in the seamless collaboration between AI-driven bots and human agents, where AI handles routine tasks and agents focus on more complex, emotionally nuanced situations.

Chapters

00:00 Introduction and Guest Presentation

03:56 The Role of AI in Contact Centers

05:00 Employee Experience and AI Implementation

08:27 Hyper-Personalization and Empathy in AI

13:44 Balancing Human Connection and AI Efficiency

15:58 Preparing for the AI Transformation

17:46 Privacy and Ethical Considerations

19:12 Future of AI in 10 Years

24:38 Conclusion and Contact Information

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In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, streamline business processes, and drive customer retention. You’ll walk away with actionable insights into how data and AI can deliver real business value while maintaining a human touch.

About the Guest

Mohan is an accomplished leader in Customer Analytics and Insights. He currently heads the function at Upwork within the CX organization. With over 12 years of extensive experience spanning the financial services, technology, and consulting sectors, Mohan has honed his expertise in Data Analytics and Insights.

Throughout his career, Mohan has built decision-making systems and solutions that address complex customer problems and drive product innovation. His role at Upwork allows him to leverage data to uncover critical insights, shaping strategies that enhance customer experiences and business outcomes.

Mohan’s passion for utilizing data to solve real-world problems and his commitment to driving product innovation make him a valuable asset to any organization. His deep understanding of customer behavior and market trends positions him as a thought leader in the CX space, continually striving to elevate customer experience standards through data-driven insights.

Relevant Links

https://www.linkedin.com/in/mohankrishnamannava

The Top 3 Key Learnings

AI and Hyper-Personalization: AI enables hyper-personalized experiences by tailoring content and interactions based on customer preferences and behavior, significantly improving retention and satisfaction.
Connecting CX Metrics to Business Outcomes: Companies must track CX metrics like NPS and tie them back to revenue, customer retention, and business value.
Balancing Technology with Human Empathy: While AI can streamline and optimize customer service, maintaining a human touch is critical to ensuring empathy and meaningful connections with customers.

Top 3 Quotes

"The key to exceptional customer experience isn’t just about having the most advanced technology; it’s about finding the perfect balance between technological innovation and human empathy."
"AI and machine learning can help us understand what drives customer retention or churn and allow businesses to focus on what needs improvement for meaningful outcomes."
"Behind every data point is a real person with real emotions and real needs. We should let AI augment human capabilities, not replace them."

Chapters

00:00 Introduction and Guest Presentation

02:30 Values and Drivers

04:02 Role of AI and Machine Learning in Business

06:30 Specific Examples of AI Integration

09:08 Connecting Metrics to Business Outcomes

13:43 Skills for Staying Relevant in CX

18:25 Exciting Trends in AI and ML

21:32 Ethics in AI and ML

25:24 Future of CX and Final Thoughts

29:51 Closing Remarks

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In this episode of the CX Goalkeeper Podcast, Jonathan Stutz shares his journey and insights on building inclusive leadership cultures within organizations. As the author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, Jonathan outlines actionable steps that leaders can take to foster diversity, equity, and inclusion in the workplace. From personal anecdotes to practical advice, this episode is packed with valuable lessons on leadership and the importance of creating a sense of belonging for all employees. Don’t miss this episode if you're passionate about developing inclusive leadership and driving organizational success.

About the Guest

With 25+ years leading inclusion, diversity, equity, and cross-cultural management at Microsoft, Amazon, and Zulily, I now lead a consulting practice supporting organizations committed to building a culture of belonging for their employees. I most recently published my first book, Daily Practices of Inclusive Leaders. My company, Global Diversity Partners, has a mission to help organizations navigate uncomfortable topics and cultural dilemmas with graceful conviction, challenge the status quo, and achieve the improvements they seek.

Relevant Links

https://Inclusivepebbles.com

https://www.linkedin.com/in/jstutz

https://www.linkedin.com/in/eddiepate

Globaldiversitypartners.net

https://eddiepate-speaking.com/

The Top 3 Key Learnings

The Power of Belonging: Creating a culture of belonging for employees leads to higher commitment and loyalty, improving customer experience. Employees who feel seen and valued are more motivated to deliver excellent service.
Daily Practices Matter: Inclusion isn’t about massive initiatives but daily, intentional actions. These small steps, like one-on-one meetings focused on inclusion, help create lasting cultural change.
Inclusive Leadership Drives Success: Diverse teams outperform homogeneous teams and inspire more creativity and innovation. Inclusion, diversity, and equity should be central to an organization’s leadership strategy.

Chapters

00:00 Introduction and Guest Presentation

01:14 Jonathan's Values and Personal Journey

05:43 Discussion on the Book "Daily Practices of Inclusive Leaders"

08:35 Creating a Culture of Belonging

10:24 The Importance of Feeling Belonging

13:37 Addressing Microaggressions and Building a Speak-Up Culture

17:35 Integrating Inclusion into the Employee Lifecycle

17:55 The Business Case for Diversity and Inclusion

22:10 Future of AI and Customer Experience

24:01 Contact Information and Final Thoughts

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In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact.

About the Guest

Dr. Tom DeWitt is the founder and Director of CXM@MSU, an industry-facing entity designed to advance the field of customer experience management through initiatives such as monthly online roundtable discussions and industry conferences. He's also the architect and Academic Program Director of North America's first master of science degree in customer experience management (MS-CXM). Arguably the highest credential globally in customer experience management, the MS-CXM degree is the first academic degree in customer experience management at an accredited university in the United States.

Relevant Links

https://www.linkedin.com/in/tom-dewitt-ph-d-5076093

The Top 3 Key Learnings

Speak the Language of the C-suite: CX leaders must align their goals with business KPIs such as revenue, cost, and market share. It’s not enough to focus on NPS and CSAT; CX leaders need to demonstrate how CX impacts the company’s bottom line.
Invest in Formal CX Education: The lack of structured, formal education in CX has left many leaders unprepared. Organizations must move beyond short-term certifications and invest in programs with the depth and breadth of skills required to drive sustainable CX transformations.
Embrace Global Perspectives: Living and working abroad offers unique insights into customer behaviors across cultures. CX practitioners who engage internationally can broaden their understanding of universal customer needs and how organizations globally address them.

Chapters

00:00 Introduction and Guest Presentation

00:29 Background of Tom DeWitt

02:47 Identifying the Skill Gap in CX Leadership

06:11 Challenges with Current CX Education and the Need for Academic Programs

09:41 Details of the Master's Program at Michigan State University

12:20 The Importance of Employee Experience and Engagement

14:51 Corporate Support for CX Education

16:32 Future of CX Skills Development

23:59 Conclusion and Final Thoughts

24:18 Contact Information and Closing Remarks

Keywords

CX leadership, customer experience management, C-suite communication, CX education, customer experience skills gap, Michigan State University CX program, Tom DeWitt CX, CX goals, CX transformation, CX strategy, customer-centric organizations, CX KPIs, ROI of CX, AI in customer experience, global CX perspectives, employee engagement in CX.

Feedback Request Thank you for reading! I’d love your feedback on this blog post and how we can continue to bring you more valuable content. Be sure to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform never to miss an episode!

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In this episode of the CX Goalkeeper Podcast, we explore how emotional intelligence (EI) can dramatically improve customer experience (CX) and employee performance. Michael Mattson, an expert in emotional intelligence, shares his valuable insights on harnessing EI to create stronger human connections within teams and with customers. He emphasizes how emotionally intelligent leadership builds trust, empathy, and psychological safety, which leads to enhanced team dynamics and better customer interactions. If you want to learn how to elevate your leadership and CX game, this episode is a must-listen!

About the Guest

Michael Mattson is a trailblazing customer experience leader transforming the insurance landscape by putting empathy at the core of every interaction. As a Manager of Customer Experience at a major insurance company, Michael harnesses his entrepreneurial background and emotional intelligence to give customers a commanding voice in driving innovation and cultivating unshakable loyalty.

With a diverse skillset spanning Lean Six Sigma, project management, and servant leadership, Michael's true genius lies in forging profound emotional connections. He leverages this superpower to step into customers' shoes, anticipate their needs, and deliver experiences that surpass expectations, fueling unprecedented growth and success.

As a recognized thought leader and the Chief Empathy Officer at Walk A Mile CX, Michael is igniting a revolution to create a more human-centered future for the insurance industry. By championing empathy as the ultimate catalyst for business results, he is paving the way for organizations to build customer-obsessed cultures that propel them to new heights. With his visionary approach and unparalleled ability to blend technical expertise with emotional intelligence, Michael redefines what it means to put customers first.

Relevant Links

https://www.linkedin.com/in/michaelcmattson/

https://walkamilecx.com/

The Top 3 Key Learnings

Self-awareness is the foundation of emotional intelligence. Leaders must start with self-reflection and understand their own emotional responses before they can lead effectively.
Empathy drives stronger customer interactions: Listening and understanding customers' emotions beyond their immediate needs is critical to creating a meaningful CX.
Psychological safety boosts team performance: Teams that feel safe and supported are more innovative, resilient, and capable of delivering outstanding CX.

Chapters

00:00 Introduction and Guest Presentation

02:43 Michael Mattson's Values and Approach

05:23 Building Emotional Intelligence in Teams

12:03 The Role of Emotional Intelligence in Customer Interactions

15:56 Examples of Organizations with Emotional Intelligence

21:14 Measuring the Impact of Emotional Intelligence

26:27 Future of Emotional Intelligence and Final Thoughts

Thank you for tuning in to this episode of the CX Goalkeeper Podcast! We'd love to hear your thoughts and feedback. What resonated with you the most? Feel free to leave a comment, and don’t forget to follow and subscribe to the podcast using the links below to stay updated on future episodes:

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In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn’s insights are game-changers for any organization looking to excel in CX and boost revenue. Don’t miss out on these actionable tips that can reshape how you lead your CX initiatives!

About the Guest

Lynn Hunsaker built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She served as an international board member of the Customer Experience Professionals Association, award-winning Silicon Valley American Marketing Association president, and two-term president of the San Francisco Bay Area Association for Psychological Type. Lynn taught 25 graduate and undergraduate courses at UC Berkeley UC Santa Cruz Extensions, San Jose State University, and Mission College. She was the first in the world to receive CXPA’s authorized trainer status for an online certification exam course. Customer experience professionals in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more.

Relevant Links

https://ClearAction.com

https://LinkedIn.com/in/lynnhunsaker

https://Twitter.com/clearaction

The Top 3 Key Learnings

CX is a Team Sport: Every department impacts customer experience, whether directly or indirectly. Leadership must ensure that all teams are aligned toward customer success.
Motivation Through Value: Employees must see how their work directly impacts the customer and the company's bottom line. Aligning rewards with customer-focused outcomes creates long-term motivation.
Collaboration is Key: Breaking down silos and encouraging cross-departmental teamwork is essential to delivering seamless CX and improving overall business performance.

Chapters

00:00 Introduction and Guest Presentation

03:05 Values Driving Lynn's Professional Life

04:16 Breaking Silos in CX Initiatives

06:27 Strategies for Cross-Departmental Collaboration

08:10 Increasing Motivation and Nurturing Collaboration

11:29 Building Universality in Projects

14:58 Tying CX to Business Key Performance Indicators

18:20 Counseling and Support for Employees

23:11 Organizational Learning and Debriefing

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In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Eryc Eyl, author of Stop Engaging Employees, Start Making Work More Human. Eryc passionately shares insights on how shifting the focus from employee engagement to fostering a human-centered workplace can drive real results. He explores the importance of human dignity at work, the six critical disciplines of leadership, and the power of connection over conformity in organizations. If you're ready to rethink how you lead and how your employees engage, this episode is a must-listen!

About the Guest

Eryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human for conglomerates, telecommunications, consumer packaged goods, nonprofit, governmental, and research organizations. Eryc has an MA from the University of Colorado, and a BA from Vassar College, as well as accreditations and certifications in workplace culture and change management, and has been a Certified Customer Experience Professional since 2014. Eryc believes in a world in which work isn’t just a four-letter word, but part of a path to greater human satisfaction, fulfillment, self-actualization, and flourishing, so he helps workplaces align their culture with strategic imperatives, and individuals integrate their work with a meaningful, fun, and fulfilling life. Eryc is also a storyteller, playwright, and DJ. His book, Stop Engaging Employees: Start Making Work More Human, was published in January 2024.

Relevant Links

Website: www.ErycEyl.com

LinkedIn: https://www.linkedin.com/in/eryceyl

The Top 3 Key Learning

Connection over conformity: Prioritizing personal connections in the workplace unlocks more value and creativity than rigid adherence to rules.
Empathy as the foundation: Understanding your employees' needs and challenges is the first step toward building a thriving workplace.
Empowerment drives results: Equipping employees with the necessary tools and autonomy results in a more engaged and productive workforce.

Chapters

00:00 Introduction and Guest Presentation

03:25 Discussion on Employee Engagement

05:29 Explanation of Leadership Disciplines

08:43 Importance of Empathize

11:33 Leadership Examples and Misconceptions

17:53 Balancing Performance and Human-Centricity

21:10 Eric’s Golden Nugget

The best of Transformation, Leadership, and Customer Experience from The CX Goalkeeper podcast.

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In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the actual value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in.

About the Guest

With over three decades of experience, Patty has been a CX practitioner, consultant, and analyst. She led dysfunctional organizations through change management to profitability. She found significant financial benefits using the CX discipline, such as more profitable sales and lower expenses.

Using customer-centric business strategies, Patty created cultures, advised organizations to adopt CX, and analyzed CX best practices.

Relevant Links

https://www.linkedin.com/in/pattysoltis

The Top 3 Key Learnings

Align CX with Business Strategy: To gain executive buy-in, CX efforts must align with the company's core strategy and demonstrate a direct impact on profitability.

Blend Qualitative and Quantitative Data: Effective CX leaders combine customer feedback with business metrics to provide a comprehensive view that resonates with the C-suite.

Focus on Value, Not ROI: Rather than attempting to prove ROI, CX professionals should demonstrate the value of their initiatives by showing how they drive business outcomes.

Chapters

00:00 Introduction and Guest Presentation

03:13 Aligning CX Initiatives with C-Suite Priorities

07:15 Challenges of Aligning CX with Company Strategy

08:44 Effective Methods for Aligning CX with C-Suite Expectations

12:00 Leveraging Data and Storytelling in CX

16:52 Empathy and Influence in CX Leadership

18:42 Overcoming Barriers in CX and Proving Value

22:35 Future of CX and Technology

24:04 Conclusion and Contact Information

I hope you found this episode summary insightful! If you enjoyed this content, please follow and subscribe to the CX Goalkeeper Podcast for more expert discussions on customer experience, transformation, and leadership. Your support helps us continue to bring you valuable insights from top industry leaders.

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In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, top companies' strategies to create loyal customers, and how to apply these insights to elevate your brand.

About the Guest

Dr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world’s leading expert on brand love, and the winner of the Stetik Group Brand Relationship Award for research with the greatest impact on marketing practice. His popular book, The Things We Love, has been named by Amazon as a “best business book.” A Stanford University study ranked him in the top 2% of all scientists worldwide. He has been on the Oprah Winfrey Show and consulted for Google, Amazon, L'Oréal, Samsung, Maybelline, Procter & Gamble, Audi, General Motors, Microsoft, Ford, GfK Market Research, and others.

Relevant Links

https://www.BrandLoveCentral.com

https://www.linkedin.com/in/aaronahuvia/

The Top 3 Key Learnings

Personification is Powerful: Humanizing or linking your brand to a beloved individual can significantly enhance customer emotional connections.

Customer Experience is Crucial: High-quality products alone aren't enough; the customer experience must be enjoyable to spark emotional attachment.

Brand Love Equals Loyalty: Whether mild or intense, emotional connections lead to greater brand loyalty and can significantly impact your bottom line.

Chapters

00:00 Introduction and Guest Presentation

01:00 Introduction of Aaron Ahuvia

02:39 Values and Research Focus

03:58 Experience with Oprah Winfrey

06:30 Explanation of Brand Love

09:32 Ways to Create Brand Love

17:44 Case Studies and Examples

24:37 Measuring and Improving Brand Love

26:55 Future of Brand Love

31:34 Conclusion and Contact Information

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In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today’s fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience landscape.

About the Guest

Holger von Seherr-Thoss is the CEO & Partner of moveXM, a software company for Customer Experience Management based in Frankfurt am Main. Since 2019, as a member of the founding family, he has led the company, which offers a Software-as-a-Service solution (SaaS) for holistic management - hosted and made in Germany.

Holger began his professional career with experiences at Lufthansa Cargo and the international Ogilvy Fellow Program at Ogilvy & Mather. After his Master of International Business at the University of St Andrews (Scotland), he continued his career in the Customer Consulting division at KPMG.

Holger's main topics are customer experience management, customer centricity, and customer satisfaction. With his expertise, he accompanies the CX programs of moveXM clients such as BMW, VW, Provinzial Insurance, and others. In addition, he hosts a webinar series, publishes articles, and gives lectures on current CX topics.

MoveXM is a European software provider for CX management (SaaS) with over 28 years of experience. moveXM helps to collect and analyze feedback to make data-based decisions and derive actions. The customer base includes international companies of various industries and sizes. MoveXM combines an ISO-certified software solution with human expertise, is hosted and made in Germany, and meets the highest data protection standards.

Relevant Links

LinkedIn: https://www.linkedin.com/in/holgervonseherrthoss/

Website: https://movexm.com

The Top 3 Key Learnings

AI's Evolution in CX: The integration of AI, particularly generative AI, is a trend and a necessary evolution for improving efficiency and gaining valuable insights in customer experience management.
Balancing Personalization and Privacy: Successfully navigating the thin line between offering hyper-personalized experiences and respecting customer privacy is crucial for maintaining trust and avoiding the "creepy factor."
Customer-Centric Culture: A strong customer-centric culture, supported by trust and a willingness to innovate, is vital for driving success in any customer experience strategy.

Chapters (Audio Version)

00:00 Introduction and Guest Introduction

03:07 AI in Customer Experience

05:50 Challenges in AI Implementation

11:41 Customer-Centric Culture and AI Implementation

13:57 Data Privacy and Security

18:29 Customer-Centric Culture at MoveXM

22:02 Future of CX and AI

23:16 Contact Information and Closing Remarks

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Why You Can't-Miss This Episode:

Warren Miles-Pickup, a dynamic leader in the marketing and creative industries, shares transformative insights on marketing strategies, leadership, and customer experience in this must-listen episode of the CX Goalkeeper Podcast. Whether you're in marketing, customer experience, or leadership, Warren's experience-driven wisdom offers valuable lessons that can elevate your business practices. This episode is packed with actionable advice on leveraging marketing techniques, driving growth, and managing remote teams effectively.

About the Guest:

Warren Miles-Pickup is a dynamic leader who serves as the chief marketing officer and chief operating officer for Pixel True, Pixel Copy, and Pixel Publishing. With a wealth of experience in branding, website design, and content creation, Warren has been instrumental in driving the success of these ventures. As a retired Financial Advisor, he brings a unique blend of financial acumen and marketing expertise, helping businesses transform their digital presence and achieve remarkable growth. Warren’s strategic vision and innovative approach have made him a key figure in the industry.

The Top 3 Key Learnings:

Value-First Marketing: Always provide value before asking for the business. By building trust through free resources and content, you can guide customers up the product ladder to higher-value offerings.

Hyper-Personalization in Email Marketing: To succeed in email marketing, segment your audience and tailor your messages to address specific problems. This increases engagement and drives conversions.

The Role of AI in Content Creation: While AI can assist in creativity, human-driven content is crucial for creating emotionally resonant and compelling marketing materials. Use AI wisely, and don’t rely on it for all content creation.

Chapters Audio:

00:00 Introduction and Guest Presentation

01:33 Warren's Values and Parenting Podcast

04:46 Transition from Financial Advisor to CMO/CCO

07:35 Marketing Strategies and Competitiveness

11:29 Email Marketing and Personalization

15:34 Impact of Generative AI on Marketing

20:32 Managing Remote Teams

23:55 Future of Marketing and AI

25:07 Contact Information and Final Thoughts

We hope you found this episode insightful! Please don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below:

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In this enlightening episode of the CX Goalkeeper Podcast, Maxie Schmidt, a leading expert in customer experience at Forrester Research, takes us on a journey to rethink the role of customer experience within organizations. If you’re a CX professional, leader, or simply interested in how customer experience can transform businesses, this episode is a must-listen. Maxie shares practical insights on integrating CX into business strategies, how to overcome common challenges, and why rethinking established practices is essential for success.

Relevant Links

https://www.linkedin.com/in/maxieschmidt/

Episode Summary

In this episode, Maxie Schmidt brings her extensive customer experience expertise to discuss CX's evolving role within organizations. She highlights the importance of moving beyond traditional measurement practices and deeply integrating CX into decision-making. Maxie shares compelling examples of how leading companies have successfully embedded customer experience into their business strategies, transforming how they operate and how their customers perceive them.

Maxie emphasizes that customer experience is about delighting customers and making their interactions with the company as efficient and effective as possible. She discusses the common pitfalls many organizations face, such as treating CX as a separate function rather than a core business discipline. By rethinking how CX is approached, companies can better align their operations with customer needs, leading to improved outcomes and greater customer loyalty.

The episode also delves into the importance of speaking the language of different stakeholders within the organization. Maxie provides actionable advice on translating CX tools and insights into terms that resonate with other departments, ensuring that the customer’s voice is heard and valued at every level of the organization. This strategic approach not only enhances customer satisfaction but also drives business growth.

The Top 3 Key Learnings

Customer Experience as a Core Business Discipline: Successful CX teams integrate customer experience into the decision-making process, making it a fundamental part of business strategy rather than an isolated function.
Translating CX Insights for Stakeholders: It’s crucial to communicate CX insights in a way that resonates with different departments, ensuring alignment and buy-in across the organization.
Rethinking Traditional CX Practices: Organizations must continuously question and evolve their CX strategies to stay relevant and truly customer-centric rather than relying on established methods.

Chapters

00:00 Game Start

00:37 Guest Introduction

02:12 Values Driving CX

04:43 Rethinking 'Outside-In' Perspectives

07:03 Challenges in CX Integration

10:49 Defining Customer Experience in Organizations

16:40 The Importance of CX Measurement

19:34 Successful CX Integration Examples

23:50 Translating CX Insights for Stakeholders

24:36 The Future of CX

26:09 Maxie’s Golden Nugget

27:11 Closing Remarks

We would love to hear your thoughts on this episode! Please share your feedback, and don't forget to follow and subscribe to the podcast using the links below:

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This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and drive business growth through personalization.

About the Guest:

Michael Obermaier is Head of SAS CX and MarTech Solutions for Austria, Germany, and Switzerland. His primary focus is helping organizations leverage data to create better customer experiences and tackle current and future Marketing challenges through innovative technology solutions. Before joining SAS, he held various management positions in sales, marketing, consulting, and product management at different CRM and CX software vendors. In addition to his professional activities, Michael Obermaier enjoys teaching at universities on those topics.

Relevant Links:

https://www.linkedin.com/in/michaelobermaier

The Top 3 Key Learnings:

Importance of Data Integration: Organizations must break down data silos and integrate various data sources to gain a comprehensive understanding of their customers.
Transparency and Trust: Building customer trust through transparency and ethical data usage is crucial for encouraging data sharing and enhancing personalization.
Value Exchange Concept: Effective personalization hinges on creating a value exchange where customers feel they receive meaningful benefits for sharing their data.

Chapters:

00:00 Game Start

00:46 Guest Introduction

01:16 Michael's Background

02:47 Core Values

05:25 Methods for Understanding Customer Data

09:29 Steps for Companies to Improve Personalization

11:51 Best Practices in Personalization

19:44 Impact of Personalization on Customer Experience

23:15 Connecting Personalization with ROI

24:00 Ensuring Customer Privacy

27:28 Next Best Experience Concept

31:37 Future of CX

32:30 Best Way to Contact Michael

33:00 Michael's Golden Nugget

34:03 Conclusion

We value your feedback and encourage you to share your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast through the links below:

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In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization.

About the Guest

Mark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine).

He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in.

Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America.

Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.

Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors.

He’s also the creator and host of The Delighted Customers Podcast, ranking in Apple Podcast>Management Top 10 in the US.

Relevant Links

Connect with him via email - mark@empoweredcx.com or on

LinkedIn https://www.linkedin.com/in/markslatin/

Podcast: https://www.empoweredcx.com/podcast

The Top 3 Key Learnings

Building Trust is Crucial: Establishing trust with stakeholders is essential for the success of CX initiatives. This involves being reliable, credible, empathetic, and focusing on the stakeholders' needs rather than your own.

Proving the ROI of CX: Demonstrating the financial impact of customer experience is vital. CX leaders must develop skills in financial analysis and communicate the value of their initiatives effectively to secure executive support.

Stakeholder Engagement: Understanding the goals and challenges of key stakeholders and aligning CX initiatives to support these goals is critical. Building strong relationships and acting as a guide rather than a hero can drive successful CX transformations.

Chapters

00:00 Game Start

00:40 Guest Introduction: Mark Slatin

02:14 Mark's Professional Background

03:34 Biggest Challenge for CX Leaders

06:10 Evolution of CX as a Discipline

10:08 Proving the Value of CX

12:36 Building Trust with Stakeholders

17:57 Future of CX

22:14 How to Connect with Executives

24:27 Masterclass Overview

25:00 Fast Forward 10 Years

26:09 Best Way to Contact Mark

26:30 Mark's Golden Nugget

27:29 Episode Conclusion

We hope you enjoyed this episode as much as we did. Please share your feedback and don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:

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In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governance and the importance of trust in customer relationships is a must-listen for anyone looking to elevate their CX strategy.

About the Guest

During her career of over a decade, she has had to set up, lead, and manage customer service, customer satisfaction management, and inside sales centers.

She has expertise in developing effective strategies and action plans and implementing performance indicators.

As an experienced trainer of employees, she makes them an essential pillar in achieving results by developing their sense of commitment and quality customer care.

Her strong analytical skills, results-oriented mindset, and ability to collaborate with all levels of management have earned her credibility and reputation in the business world.

Today, as a Senior Consultant at Cabinet-Conseil CX, Julie assists companies in developing and implementing customer-focused strategies.

Relevant Links

ExpertCX

https://www.linkedin.com/in/julietanolawson

The Top 3 Key Learnings

Align CX with Business Strategy: Effective CX initiatives must be integrated with the overall business strategy and objectives to drive meaningful results and gain executive support.

Build and Measure Trust: Trust is a crucial component of successful CX. Companies should build trust with their customers and employees through transparent and consistent practices.

Importance of Education: Continuous education and training for both CX professionals and executive teams are essential to keeping up with evolving customer expectations and implementing effective CX strategies.

Chapters

00:00 Game Start

01:01 Guest Introduction: Julie Tano-Lawson

02:31 Overview of Current CX Landscape

05:35 Differences in CX Maturity Between English and French-speaking Regions

08:20 Importance of Linking CX Strategy to Business Strategy

11:22 Julie's Approach to Education and Training

14:38 Governance and Trust in CX

17:31 Cultural Challenges in Implementing CX

19:48 Memorable Customer Experience Examples

22:04 Future of CX and AI

23:09 Contact Information and Final Thoughts

24:26 Closing Remarks

We would love to hear your feedback on this episode! Please follow and subscribe to the CX Goalkeeper Podcast using the links below:

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Why You Can't Miss This Episode

In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a vibrant and insightful conversation with Claire Boscq, a seasoned keynote speaker and customer experience expert. Claire shares her journey from hotel management to becoming a mystery shopping expert, discussing the profound impact of combining customer service with the ancient principles of Feng Shui. This episode is packed with actionable insights on enhancing customer experience, the critical role of mystery shopping, and the power of emotional connection in business.

About the Guest

Claire Boscq is the No1 woman Customer Experience Global Gurus with three decades of expertise, Claire, is an authority in the customer experience industry.

International best seller author with 4 published books, she is an international media influencer with her work published in Brazil, Philippines, India, US & Europe.

Claire has spoken in over 20 countries; in delivering fast paced and high-energy presentations in French and English. Winner of the Institute of director award, she is also a on the board of Virtual Speaker Association.

She brings a more holistic and comprehensive approach to organizations and individuals with her BizShui™ Method, creating powerful flow in businesses by integrating a blend of the traditional Feng Shui principles with modern business & personal needs, energizing people and places into prosperity.

She truly is The Energizer. Are you ready to shift your vibes?

Relevant Links

https://www.linkedin.com/in/claireboscq/

The Top 3 Key Learnings

The Power of Mystery Shopping: Mystery shopping provides critical, unbiased feedback on customer service, helping businesses identify areas for improvement and celebrate successes.

Feng Shui in Customer Experience: Integrating Feng Shui principles can enhance the customer and employee environment, creating positive and memorable experiences.

Consistency and Accountability: Successful customer experience strategies require consistent implementation, transparency, and accountability at all organizational levels.

Chapters

00:00 - Game Start

00:32 - Introduction to Claire Boscq

01:00 - Claire's Journey and Background

03:02 - Mystery Shopping and Its Importance

07:38 - Energy and Emotional Connection in Customer Experience

12:18 - Steps for a Successful Mystery Shopping Program

17:14 - Digital vs. Physical Mystery Shopping

21:28 - Overcoming Challenges in Implementing Mystery Shopping

28:20 - Employee Engagement and Transparency

30:03 - Looking Ahead: Customer Experience in 10 Years

31:26 - Claire's Golden Nugget

33:37 - Closing Remarks

Your feedback is invaluable to us! Please follow and subscribe to the podcast using the links below:

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Why You Can't-Miss This Episode

Discover the transformative power of the "Jobs to Be Done" framework with Eckhart Boehme, as he shares invaluable insights on customer behavior and strategy implementation.

About the Guest

Eckhart Boehme has more than 30 years of global experience in marketing, product management and skills development. Eckhart, an 18+ year Microsoft veteran, was last working as the Curriculum Architect for the Marketing Excellence Team at Microsoft HQ. Today, he is the founder and managing director of the boutique strategy consulting firm unipro solutions and an internationally recognized expert on Jobs to Be Done. Eckhart was the mastermind behind the Wheel of Progress® Canvas - a JTBD-based tool for structuring qualitative customer research. He is also the developer of the Customer Progress Design® method and is teaching classes about The Wheel of Progress at Rhein-Main University of Applied Sciences, Wiesbaden Business School and Michigan State University.

Relevant Links

https://www.linkedin.com/in/eckhartboehme/

https://www.unipro-solutions.com

Episode Summary

In this episode, Eckhart Boehme delves into the "Jobs to Be Done" framework, a revolutionary approach to understanding customer behavior by identifying the underlying purposes behind their actions. He explains how this methodology goes beyond traditional customer segmentation, offering a more profound understanding of customer needs and motivations. Eckhart shares his journey, from his industrial engineering background to his extensive work with Microsoft, and how he became passionate about Jobs to Be Done.

Eckhart provides concrete examples, including his project with Frankfurt Airport, where the implementation of this framework led to significant strategic shifts and improved customer satisfaction. He emphasizes the importance of considering both functional and emotional jobs, highlighting how understanding these elements can lead to better product and service development. The discussion also covers the challenges organizations face when adopting this framework and how to overcome them, ensuring that companies can effectively leverage Jobs to Be Done to drive innovation and customer satisfaction.

Top 3 Key Learnings

Understanding Customer Purpose: The Jobs to Be Done framework helps uncover the true reasons behind customer behaviors, leading to more targeted and effective solutions.
Holistic Customer Segmentation: Moving beyond demographics and traditional segmentation, this approach considers functional, emotional, and social aspects of customer jobs.
Strategic Alignment: Implementing Jobs to Be Done can align organizational efforts across marketing, sales, and development, enhancing overall customer experience and business outcomes.

Chapters

00:00 Introduction

01:30 About Eckhart Boehme

04:42 Jobs to Be Done Framework Explained

11:23 Case Study: Frankfurt Airport

17:24 Measuring Success in Jobs to Be Done

20:06 Overcoming Challenges in Adoption

27:54 Relevance to Customer Experience

29:31 Future of Customer Experience

30:39 Golden Nugget

Your feedback is invaluable to us, and we would love to hear your thoughts. Please take a moment to follow and subscribe to the podcast on your preferred platform:

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Gregorio Uglioni discusses with Michael Brandt the critical intersection of employee engagement and customer experience. Michael shares insightful strategies and real-world examples of how to create a thriving workplace environment that drives customer satisfaction.

About the Guest

Michael Brandt is an experienced professional in customer and employee experience. With a diverse background working in both corporate settings and as a solopreneur, Michael brings a wealth of knowledge and practical insights into enhancing employee engagement and satisfaction. His expertise extends to collaboration with leading organizations like ABB, making him a valuable voice in the field.

Relevant Links

LinkedIn Profile
https://www.cx-excellence.com/

Episode Summary

In this episode, Gregorio Uglioni and Michael Brandt dive into the nuances of employee engagement and its profound impact on customer experience. Michael emphasizes the importance of treating employees with decency, involving them in decision-making, and understanding their individual needs. He shares valuable lessons from his time at ABB, where effective feedback mechanisms and inclusive practices significantly improved internal processes and employee satisfaction.

Michael discusses the pivotal role of employee engagement in industries with high customer interaction, like hospitality and travel. He contrasts this with sectors like warehousing, where employee satisfaction might not directly affect customer perception. Throughout the episode, Michael underscores the importance of context in designing employee engagement strategies and shares actionable tips for fostering a supportive and productive work environment.

The Top 3 Key Learnings

Employee Involvement in Decision-Making: Including employees in decision-making processes enhances their engagement and ownership, leading to better outcomes and a more motivated workforce.
Importance of Feedback: Regular, constructive feedback, both positive and negative, is crucial for employee growth and maintaining a healthy work environment.
Tailored Employee Engagement Strategies: Understanding and addressing the unique needs and priorities of employees, much like with customers, is essential for fostering loyalty and satisfaction.

Chapters

00:00 Introduction

00:56 Guest Introduction - Michael Brandt

01:44 Discussion on Employee Experience

03:00 Importance of Employee Engagement

05:12 Industry-Specific Engagement Insights

09:56 Feedback Mechanisms

12:35 Maintaining Employee Motivation

20:16 Case Studies and Real-World Examples

27:26 Practical Tips for Employee Engagement

28:43 Conclusion and Event Announcement

We hope you find this episode enlightening and impactful. Your feedback is invaluable to us, so please let us know your thoughts. Don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below:

Apple Podcast: https://apple.co/3qYr4nh

Spotify: https://bit.ly/3GhCGXeCXGK

Thank you for listening!

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The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.

These are short interviews to share outstanding people's experiences helping charities get better.

Customer Experience professionals worldwide come together to share their experience insights and help others.

The CX World Games take place over 3-4 weeks, with expert CX captains guiding randomly created teams to come up with the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea.

These real-life challenges are proposed by charities and non-governmental organizations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Be a part of it!

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Why You Can't Miss This Episode

Discover the transformative journey of Hussein M. Dajani as he shares his extensive experience in customer experience, digital transformation, and leadership across top global brands like Nissan, Deloitte Digital, and Red Bull. Hussein's unique insights into customer-centric strategies and innovative solutions will inspire and inform your approach to customer experience and leadership.

About the Guest

Hussein's core expertise lies in the Digital Marketing & Tech space, evolving over the years from a pure player marketeer. Started his career with some of the world's greatest communication companies, before joining Deloitte Digital as a Partner & CMO, Hussein was the GM for Digital & CX Transformation with Nissan Motor Co. for Africa, Middle East, India, Turkey, & Oceania overseeing some of the most dramatic customer transformations the company has had to go through in recent times. His contribution to the organization was recognized by senior leadership & led him to win the AMIEO Chairperson Nissan Way Award in July 2021.

Relevant Links

LinkedIn: https://www.linkedin.com/in/hdajani/

YouTube: https://www.youtube.com/@hussdajani

Website: https://about.me/husseindajani

Episode Summary

Hussein M. Dajani, a visionary leader in customer experience and digital transformation, shares his journey through various leadership roles, highlighting his impactful work at Red Bull, Nissan, and Deloitte Digital. He discusses the importance of customer-centric strategies and the integration of technology to enhance customer experiences.

Hussein delves into three significant transformation examples, starting with Red Bull's innovative marketing campaign during the Felix Baumgartner space jump. He then shares the groundbreaking "She Drives" initiative at Nissan, which empowered female drivers in Saudi Arabia, and the "ShopAtHome with Nissan" program, which revolutionized the automotive customer experience during the COVID-19 pandemic. Throughout the conversation, Hussein emphasizes the role of data, personalization, and empathy in creating exceptional customer experiences.

Chapters

00:00 Game Start

02:24 About Hussein M. Dajani

04:41 Red Bull Stratos Campaign

06:29 Nissan’s “She Drives” Initiative

10:29 ShopAtHome with Nissan

14:06 Balancing Technology and Human Interaction

17:17 Leveraging Data for Customer Experience

22:39 Strategies for Exceptional Customer Experience

27:11 Future Innovations in Customer Experience

33:39 Hussein’s Golden Nugget 3

7:31 Conclusion and Call to Action

Thank you for listening to the CX Goalkeeper Podcast! We would love to hear your feedback on this episode. Please follow and subscribe to our podcast on your preferred platform:

Apple Podcast: https://apple.co/3qYr4nh

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The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.

These are short interviews to share outstanding people's experiences helping charities get better.

Customer Experience professionals worldwide come together to share their experience insights and help others.

These challenges are real life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Be a part of it!

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Why You Can't Miss This Episode

Join us as we explore the intricacies of customer experience with Sean Albertson, an expert in the field with over two decades of experience. Learn about his innovative "4Rocks" framework that helps businesses transform their customer journeys and drive loyalty.

About the Guest

Sean Albertson, a CX leader for 20+ years at great companies like Charles Schwab and T-Mobile, has been at the forefront of transforming the customer experience in Financial Services and Telecommunications. Sean is the author of the award-winning book, 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey.

Relevant Links

https://www.linkedin.com/in/salbertson/

https://www.facebook.com/cx4rocks

https://www.youtube.com/channel/UCNZRlFmcBCG6l7vmFLqmiGQ

https://www.instagram.com/Sean4ROCKS/

Episode Summary

In this engaging episode, Sean Albertson delves into his latest book "4ROCKS" framework, a strategic approach to improving customer experience by identifying and prioritizing the most significant obstacles in the customer journey. Drawing from his extensive background in customer experience management, Sean shares actionable insights on how companies can reduce customer effort and enhance loyalty.

Sean emphasizes the importance of data-driven decision-making in CX, highlighting how companies can leverage AI-powered analytics to identify and address the most impactful pain points. By focusing on the right issues, businesses can transform their customer interactions and foster long-term loyalty. Sean's practical examples and expert advice provide listeners with a clear roadmap to improving their CX strategies.

The Top 3 Key Learnings

Prioritize Customer Pain Points: Use AI and data analytics to identify and address the most impactful issues in the customer journey, rather than focusing solely on high-volume problems.
Integrate Omni-Channel Experiences: Ensure seamless transitions across all customer interaction channels to avoid frustration and enhance the overall customer experience.
Leverage Technology Wisely: Implement generative AI and other advanced technologies to support employees and improve customer interactions, transforming your contact center from a cost center to a value center.

Chapters

00:00 Game Start

00:34 Introduction to Sean Albertson

01:05 Sean’s Background and Values

03:41 Explanation of the 4Rocks Framework

05:49 Prioritizing Customer Pain Points

08:54 Real-world Example of CX Improvement

12:06 Common Mistakes in CX Strategies

15:49 The Right Way to Implement Technology

21:00 Positive Impacts of Technology on CX

23:35 Emerging Trends in Customer Experience

26:48 Future of Customer Experience

28:55 How to Contact Sean and Get His Book

29:43 Sean’s Golden Nugget

We'd love to hear your thoughts on this episode! Please follow and subscribe to the CX Goalkeeper Podcast on Apple Podcast, Spotify, and YouTube.

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The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.

These are short interviews to share outstanding people's experiences helping charities get better.

Customer Experience professionals worldwide come together to share their experience insights and help others.

These challenges are real life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Be a part of it!

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Discover the transformative power of customer experience with Heverton Anunciação, a leading expert in the field. Learn actionable strategies to bridge technology and customer service, essential for thriving in today's digital environment.

About the Guest:

Heverton Anunciação was voted among the world's top 10 influencers in CRM, Data Governance, and Customer Experience by Thinkers360 and Global Gurus.

Relevant Links:

www.linkedin.com/in/hevertonsa

www.instagram.com/hevertonsa

www.instagram.com/universidadedoconsumidor

www.heverton.com.br

www.universidadedoconsumidor.com.br

Episode Summary:

In this episode, Heverton Anunciação shares his extensive experience in customer experience transformation, emphasizing the importance of reducing customer and employee effort through efficient data management. Heverton discusses his journey from a traditional IT professional to a bridge-builder between technology and marketing, highlighting the need for empathy and collaboration. He provides compelling examples from his work with major companies, demonstrating how integrating data and processes can lead to successful digital transformations. Heverton also touches on the critical role of leadership in orchestrating these changes and the impact of generative AI on future customer interactions.

Heverton argues that successful customer experience transformation requires more than just implementing new technologies. It involves understanding and addressing the underlying data and process inefficiencies that hinder seamless customer interactions. He emphasizes the importance of honesty and transparency in identifying and solving these issues. By focusing on the customer's needs and leveraging data wisely, companies can create more personalized and effective customer experiences.

The Top 3 Key Learnings:

Integration of Data and Processes: Effective customer experience transformation relies on integrating data and processes across the organization to ensure seamless information flow and reduce effort.

Empathy and Collaboration: Successful leaders must act as orchestrators, bringing together diverse teams to address customer pain points and create holistic solutions.

Honesty and Transparency: Companies must be willing to confront and address internal inefficiencies openly to foster long-term customer satisfaction and loyalty.

Chapters:

00:00 Game Start

01:15 Guest Introduction

06:56 Evolution of Customer Experience

10:01 Key Components of Transformation

13:23 Practical Examples

20:40 Leadership in CX Projects

23:52 Impact of Technology

29:40 Future of CX

30:22 Contact Information

31:16 Golden Nugget

We would love to hear your thoughts on this episode. Please share your feedback and let us know what you found most valuable. Follow and subscribe to the CX Goalkeeper Podcast to stay updated on the latest insights and strategies in customer experience:

Apple Podcast: https://apple.co/3qYr4nh

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Podcast Page: https://www.cxgoalkeeper.com/Podcast

About me: https://www.cxgoalkeeper.com/Aboutme

View Details

The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.

These are short interviews to share outstanding people's experiences helping charities get better.

Customer Experience professionals worldwide come together to share their experience insights and help others.

These challenges are real life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Be a part of it!

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Join us as we dive into an insightful conversation with Jay Baer, a renowned customer experience and business growth expert. Discover Jay's unique approach to creating value, his latest book on the power of speed in business, and his intriguing side passion that connects deeply with his professional philosophy.

About the Guest

Jay Baer is a business growth and customer experience author, researcher, and advisor. A 7th-generation entrepreneur, Jay has written 7 best-selling business books and created 6 multi-million dollar companies.

He has consulted for more than 700 brands, including Nike, Oracle, IBM, and the United Nations. An inductee into the Professional Speakers Hall of Fame, this year Jay was voted the world’s No. 1 Global Guru for online marketing, and No. 2 Global Guru for customer experience. And in his spare time, he is the second-most-popular tequila influencer and educator on the planet.

Relevant Links

https://www.instagram.com/jaybaer/

https://www.linkedin.com/in/jaybaer/

The Top 3 Key Learnings

Value Creation: Continuously focus on adding value in every interaction to build lasting customer relationships.
Speed and Responsiveness: In a time-sensitive world, being fast and responsive is a competitive advantage that customers greatly appreciate.
Empathy in Service: Personalized and empathetic interactions, even small gestures, can leave a profound and positive impact on customers.

Chapters

00:00 Game Start

00:33 Introduction of Jay Baer

01:05 Jay Baer's Background and Values

02:13 The Importance of Adding Value

04:31 Learning from Negative Customer Experiences

07:22 Positive Customer Service Experience with Delta Airlines

09:56 Handling and Learning from Customer Complaints

12:54 Building a High-Quality Customer Service Team

16:15 Balancing Standardization and Personalization

18:29 Leadership Qualities for Exceptional Customer Experience

20:00 The Future of Customer Experience and AI

22:30 How to Contact Jay Baer

24:11 Jay’s Golden Nugget on AI and Data

We value your feedback and would love to hear your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast using the links below:

https://www.cxgoalkeeper.com/Podcast
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
https://www.youtube.com/@cxgoalkeeper

View Details

The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.

These are short interviews to share outstanding people's experiences helping charities get better.

Customer Experience professionals worldwide come together to share their experience insights and help others.

These challenges are real life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Be a part of it!

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In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni has an insightful fireside chat with customer experience expert Steven Van Belleghem. They delve into the concepts from Steven's latest book, "A Diamond in the Rough," exploring practical strategies for transforming potential into excellence in customer experience.

FROM THE CX SUMMIT - JANUARY 2024 - THANK YOU BOUSSIAS!

About the Guest

Steven Van Belleghem is a renowned speaker, author, and thought leader in the field of customer experience. With over 20 years of expertise, Steven has helped numerous organizations become more customer-centric. His latest book, "A Diamond in the Rough," provides actionable insights for businesses aiming to polish their customer experience strategies.

Relevant Links

https://www.linkedin.com/in/stevenvanbelleghem/

https://www.stevenvanbelleghem.com/

https://www.youtube.com/@StevenVanBelleghem

https://www.instagram.com/stevenvanbelleghem/

https://www.tiktok.com/@stevenvanbelleghe

The Top 3 Key Learnings

Transformative Potential: Understand the concept of "diamond in the rough" to recognize and nurture the inherent potential within your organization to achieve customer-centric excellence.
Proactive Loyalty: Shift from reactive, transactional loyalty programs to proactive approaches that show genuine appreciation and build emotional bonds with customers.
Effective Empathy: Implement rapid feedback loops and quick actions to address customer needs, ensuring that empathy is translated into tangible improvements in the customer experience.

Chapters

00:00 - Game Start

00:45 - Introduction to Steven Van Belleghem

01:57 - The Concept of "Diamond in the Rough"

03:34 - Proactive vs. Reactive Loyalty

05:53 - Example of Neuhaus Chocolates

09:30 - Empathy in Action

11:43 - Example of Atlantis The Palm

14:32 - The Role of Communities in Customer Experience

17:43 - The 95/5 Rule

20:05 - Steven's Golden Nugget

20:49 - Closing Remarks

We would love to hear your thoughts and feedback on this episode! Don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:

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The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.

These are short interviews to share outstanding people's experiences helping charities get better.

Customer Experience professionals worldwide come together to share their experience insights and help others.

These challenges are real life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Be a part of it!

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Discover the future of omni-channel customer experience with insights from Sara Zagaria, Director at Politecnico di Milano. Learn how to transform your business's customer interactions into seamless, integrated experiences.

About the Guest:

Sara Zagaria - Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research. In 2015 she began her career within the Digital Innovation Observatories of Politecnico di Milano, carrying out applied research activities and analyzing the impact of digital innovation on various fields and sectors (Mobile Enterprise, Sport, Insurance). In recent years she has focused on the Customer Experience theme, delving into the organizational and technological transformations required in response to an increasingly multichannel customer (Business and Consumer). She is currently the Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research.

links:

https://www.osservatori.net/it/ricerche/osservatori-attivi/omnichannel-customer-experience

https://www.linkedin.com/in/sarazagaria/

Episode Summary:

Sara Zagaria shares her journey and expertise in omni-channel customer experience, highlighting the importance of integrating various customer touchpoints to create a seamless experience. She discusses the challenges companies face in this transformation and provides actionable insights on how to overcome them. Sara also emphasizes the critical role of vision, employee engagement, and data utilization in achieving a successful omni-channel strategy.

Top 3 Key Learnings:

Omni-Channel Integration: It’s crucial to integrate all customer touchpoints, ensuring a seamless and consistent experience across channels.
Employee Engagement: Engaging and empowering employees with the right technology is essential for delivering exceptional customer service.
Data Utilization: Properly utilizing and integrating customer data across platforms can significantly enhance personalized customer experiences.

Chapters:

00:00 Game Start

00:49 Introduction to Sara Zagaria

01:25 Sara’s Journey and Passions

04:36 Missions and Goals of the Omni-Channel Customer Experience Observatory

07:08 Benefits for Companies in Participating in Research

11:35 What Omni-Channel Really Means

17:42 Real-Life Omni-Channel Example

19:18 How Companies Should Approach Transformation

23:31 The Importance of Vision and Employee Engagement

24:13 Future Trends in Customer Experience

26:28 How to Connect with Sara Zagaria

27:13 Golden Nugget and Upcoming Event

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We appreciate your support and look forward to bringing you more valuable content in the next episode. Remember, we're in a human-to-human business environment. Thank you!

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Discover the critical importance of taking action on customer feedback and process engineering. Learn how integrating Agile methodologies with customer experience can uplift your business. Nicholas Zeisler shares invaluable insights on making customer experience data actionable and improving internal processes for superior customer satisfaction.

Nicholas “Z” Zeisler is a Customer Experience Strategist and Fractional CXO. He helps client companies identify gaps in their Brand Promise Delivery and adjust, update, and improve internal processes, systems, and policies to ensure Customers have properly aligned experiences every time they interact with them. He’s a 30-year Air Force veteran and currently serves at the US Air Force Academy as a statistics professor and is also a Professor of Practice in Michigan State University’s first-in-the-nation Master of Science degree program in Customer Experience Management. He lives in Colorado with his partner and their awesome dog.

LinkedIn: https://www.linkedin.com/in/zeislerconsulting/

Website: https://zeislerconsulting.com/

Episode Summary

In this engaging episode, Nicholas Zeisler emphasizes the necessity of acting on customer feedback to improve customer experience and operational processes. He shares his journey from process engineering to customer experience, highlighting the value of curiosity and continuous improvement. Nicholas provides practical examples of how organizations can leverage VOC (Voice of the Customer) data, integrate Agile practices, and foster a customer-centric culture to achieve significant business outcomes.

Top 3 Key Learnings

Actionable Insights: Simply collecting customer feedback is not enough. Organizations must translate insights into concrete actions to improve customer experience and operational efficiency.
Cross-Disciplinary Integration: Combining methodologies such as Lean Six Sigma, Agile, and VOC processes can create a holistic approach to solving customer issues and improving business processes.
Curiosity and Continuous Improvement: Cultivating a culture of curiosity and a mindset of continuous improvement is essential for identifying root causes of issues and innovating effective solutions.

Chapters

00:00 Game Start

00:34 Introduction of Nicholas Zeisler

01:42 Nicholas Zeisler on Process Improvement

03:32 Critical CX Principles

07:00 Real-world Examples of CX Transformation

12:57 Integrating Agile and CX

18:51 The Importance of Small Changes

23:32 Skills for CX Leadership

27:11 Future of CX

28:23 How to Contact Nicholas Zeisler

29:57 Nicholas Zeisler's Golden Nugget

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To stay updated with the latest insights and episodes, please follow and subscribe to our podcast. We highly value your feedback, so please share it with us.

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Join us next time as we continue to explore the dynamic world of customer experience and leadership. Remember, we are in a human-to-human business environment. Thank you!

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Dive into the world of exceptional customer experience with Joseph Michelli, an international authority on service excellence, in this enlightening episode of the CX Goalkeeper Podcast. Discover how global brands transform their customer interactions to create memorable and impactful experiences.

About Joseph:

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

www.josephmichelli.com

https://www.linkedin.com/in/josephmichelli

Why You Can't Miss This Episode

Expert Insights: Joseph brings decades of expertise in enhancing customer service across various industries.
Practical Strategies: Learn actionable methods to apply immediately in your business.
Inspiration for Innovation: Get inspired to innovate and elevate your approach to customer experience.

The Top 3 Key Learnings

Embracing the Principle of Delight: How unexpected delights can significantly enhance customer loyalty.
Cultural Transformation in Major Brands: Effective strategies for embedding customer-centricity in corporate culture.
Technology and Human Insight: Balancing technology with human interaction to optimize customer service.

Chapters

00:00 - Introduction

01:15 - About Joseph Michelli

03:00 - Importance of Service

06:30 - Principle of Delight

10:00 - Cultural Transformation

14:00 - Technology and Customer Service

18:00 - Key Business Principles

22:00 - Closing Thoughts

Join Us and Share Your Thoughts

Loved this episode? Subscribe and follow the CX Goalkeeper Podcast on your favorite platform, and join a community passionate about customer experience excellence. Share your thoughts and feedback—we love hearing from our listeners!

Episode Page: https://www.cxgoalkeeper.com/JosephMichelli

Podcast Page: https://www.cxgoalkeeper.com/Podcast

CX Goalkeeper Podcast (audio)

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Stay connected with us at CX Goalkeeper Podcast Page for more insightful episodes and expert discussions. Let’s keep the conversation going!

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Dive into a visionary conversation on "Future Forward: Martha Boekenfeld on the Intersection of AI, Leadership, and Diversity" where our esteemed guest, Martha Boekenfeld, sheds light on the transformative power of AI and its impact on leadership and diversity in the workplace. This episode is a treasure trove of insights for professionals eager to navigate the evolving digital landscape.

About the Guest: Martha Boekenfeld is a seasoned web3 advisor, investor, and provider of AI services with over 20 years in financial services, holding roles at major banks like UBS and on supervisory boards such as Unicredit and Generali. Her profound experience in digital transformation and change management makes her a pivotal figure in innovation.

Follow Dr. Martha Boekenfeld on LinkedIn: https://www.linkedin.com/in/drmarthaboeckenfeld/

Why You Can't Miss This Episode: Martha brings a rare blend of deep industry knowledge and practical experience in AI and digital platforms. Her insights are invaluable for anyone looking to leverage AI for better customer experience, enhanced operational efficiency, and a more inclusive corporate culture.

Top 3 Key Learnings:

Convergence of Technologies: Understand how AI, blockchain, and digital wallets are converging, creating new opportunities for innovation across industries.
Leadership in the Digital Age: Learn how leadership styles must evolve in the face of technological advancements and the critical role of continuous learning in staying ahead.
Diversity and Inclusion through Technology: Explore how digital tools can foster a more inclusive workplace and why diversity is a key driver of innovative solutions.

Chapters:

00:00 Introduction

00:35 Martha’s Background and Passion for AI

02:12 Current Trends in AI and Digital Transformation

03:48 Key Technologies Shaping 2024

05:57 Real-World Applications of AI

06:38 Challenges and Opportunities in AI Adoption

11:17 How AI is Revolutionizing Customer Experience

15:26 Leveraging Web 3.0 for Business Strategy

21:12 The Importance of Diversity and Inclusion in Tech

23:43 Leadership Qualities for the Digital Age

26:15 Looking Ahead: The Future of AI in Business

Don’t miss out on this enlightening discussion. Follow and subscribe to the CX Goalkeeper Podcast to stay updated on the latest trends and insights from leaders like Martha Boekenfeld. Share your thoughts and feedback on this episode, and let us know how AI and digital transformation are influencing your professional journey.

Related Links:

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Join our community, share your views, and connect with other professionals passionate about customer experience and digital innovation. Your feedback drives our content, so please share what topics you'd like us to explore next!

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Today's episode features a deep dive with Jim Tincher, an expert in enhancing B2B customer experiences. Prepare to be captivated by a discussion that's not just insightful but also instrumental for anyone keen on driving meaningful business growth through customer experience.

Jim Tincher:

Jim sees the world in a special way: through the eyes of customers. This lifelong passion for customer experience (CX), and a thirst for knowledge, led him to found his journey mapping and customer experience consulting firm, Heart of the Customer (HoC). In the years since HoC’s dedicated team of CX professionals has helped companies of all sizes increase customer engagement. HoC can transform your business, help you map your customer journeys from the emotional highs to frustrating lows, and determine the metrics that matter to measure your unique customer relationships.

Jim is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog

Why You Can't Miss This Episode:

Discover the Underrepresented World of B2B CX: Jim shares why B2B sectors are pivotal and often overlooked, shedding light on unique challenges and opportunities.
Key Strategies for Business Growth: Learn directly from Jim’s latest book, "Do B2B Better," and discover actionable strategies that connect customer experience improvements directly to business outcomes.
Real-World Applications and Insights: From improving customer loyalty to reducing operational costs, get a firsthand look at how top-tier companies are making significant strides by reshaping their customer experience strategies.

Follow and Subscribe for More Insights:

Don’t miss out on future episodes that continue to explore the transformative world of customer experience. Follow the CX Goalkeeper Podcast on your favorite platform, and dive deeper into each episode to enhance your professional journey. Your feedback is invaluable to us, so please leave us a review on:

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Learn more about our journey and join the community at CX Goalkeeper and discover more about your host here.

Remember, we're not just in a B2B or B2C business—we are in a human-to-human environment. Connect, engage, and grow with us. See you in the next episode!

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In this episode, we are privileged to host David Avrin, one of the most insightful and influential speakers and consultants on customer experience and business competitiveness. David shares his profound insights into making businesses not just functionally efficient but "Ridiculously Easy to Do Business With."

More about David Avrin:

One of the most in-demand Customer Experience speakers and consultants in the world today, David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses. David's insights have been featured on thousands of media outlets around the world. He is also the author of five books including the acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back) and his newest book: The Morning Huddle - Powerful Customer Experience Conversations to Wake You Up, Shake You Up, and Win More Business.

https://www.instagram.com/therealdavidavrin

https://www.youtube.com/channel/UCtH4DdaOhbturnA9OI80kPw

https://www.linkedin.com/in/davidavrin/

https://www.facebook.com/DavidAvrinFans

Why You Can't Miss This Episode:

Understanding Customer Expectations: Learn how shifting consumer behaviors and expectations require businesses to adapt swiftly to remain competitive.
Digital and Human Interaction Balance: David discusses the crucial balance between leveraging technology and maintaining that essential human touch, providing actionable strategies to enhance customer interactions.
Future-Proofing Your Business: Gain expert advice on how companies can innovate their operational models to stay relevant and preferred by customers in a rapidly evolving market.

Follow and Subscribe for More Insights:

Don’t miss out on any future insights! Follow and subscribe to the CX Goalkeeper Podcast for more enlightening discussions that can transform your approach to customer experience and leadership. Listen to this episode on your preferred platform:

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We thrive on feedback! After listening, please drop us a review or comment on any of these platforms, or visit the podcast page to provide direct feedback and suggestions. Your insights help us bring more value to each episode.

Podcast Page: https://www.cxgoalkeeper.com/Podcast

Stay tuned and keep guarding your goals with the CX Goalkeeper Podcast—where we’re not just about business-to-business or business-to-consumer, but human-to-human connections.

Thank you for tuning in!

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Gregorio Uglioni, is joined by Barbara Van Duin, a seasoned service designer from Houten, the Netherlands. Barbara brings her expertise in transforming childcare experiences through innovative service design and customer journey mapping.

Barbara's LinkedIn Profile: https://www.linkedin.com/in/barbaravanduin/

Why You Can't Miss This Episode:

Insights into Customer Journey Redesign: Discover how Barbara tackles the unique challenges of redesigning services tailored for children, providing actionable strategies that can be applied to any sector.
Balancing Digital and Traditional Experiences: Learn how integrating digital enhancements with traditional, nature-centric childcare can meet modern expectations and improve customer satisfaction.
Empowering Organizational Change: Barbara shares invaluable advice on empowering employees and embedding a culture of continuous improvement and innovation within organizations.

Episode Summary: In this episode, Gregorio and Barbara explore the intricacies of service design within the childcare industry. Barbara outlines her approach to understanding the diverse needs of families and how to craft services that resonate with both children and their parents. From discussing the impact of digital technology on traditional services to strategies for engaging employees in transformational efforts, this conversation is packed with deep insights and practical advice. Whether you're a CX professional, a service designer, or simply interested in the dynamics of customer experience transformation, this episode offers a wealth of knowledge and inspiration.

Follow and Subscribe for More Insights: Don't miss out on future episodes that delve into the transformation, leadership, and customer experience insights. Subscribe to the CX Goalkeeper Podcast on your preferred platform and follow us to stay updated with the latest trends and discussions in the industry:

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Learn more about your host, Gregorio Uglioni, and the vision behind CX Goalkeeper at About Me.

We Value Your Feedback! Your feedback drives our content! Please share your thoughts and suggestions on this episode or topics you'd like us to cover in future episodes. Your input helps us deliver the most valuable and relevant content to help you excel in your professional journey. Visit our Podcast Page to leave feedback or contact us directly.

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In this compelling episode of the CX Goalkeeper Podcast, your host, Gregorio Uglioni, sits down with Neil Greenwood, a seasoned leader in customer experience from NHS Blood and Transplant. Together, they delve into the intricacies of enhancing the donor journey, discussing strategies that not only improve experiences but also save lives.

Why You Can't Miss This Episode:

Insightful Leadership Strategies: Neil shares his unique perspective on leading CX initiatives within the healthcare sector, focusing on blood donation.
Digital Engagement Tactics: Discover how digital tools and apps significantly boost donor retention and engagement.
Altruistic Motivation in Healthcare: Learn about the role of altruism in donor behavior and how it shapes the strategies of NHS Blood and Transplant.

Episode Summary: Starting with Neil’s extensive background in both financial and healthcare services, the discussion quickly pivots to his current role and the significant impacts of his work. Neil outlines key strategies for engaging and retaining donors, emphasizing the importance of understanding the altruistic motivations behind blood donation. Digital transformation plays a crucial role, with the donor app improving service efficiency and engagement. Neil and Greg discuss the challenges and successes of adapting customer experience practices to the healthcare setting, providing valuable insights for anyone interested in CX or healthcare management.

Contact Neil Greenwood on LinkedIn:

https://www.linkedin.com/in/neil-greenwood-acxs-a8080816b/

Follow and Subscribe for More Insights: Don’t miss out on valuable insights into customer experience and leadership in transformational settings. Follow and subscribe to the CX Goalkeeper Podcast for more enlightening discussions like this one. We value your feedback and invite you to share your thoughts on this episode. Help us improve by leaving your comments and suggestions!

🎧 Listen and Subscribe:

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About Gregorio Uglioni

Join us next time on the CX Goalkeeper Podcast where we continue to save goals and deliver exceptional customer experiences. Thank you for tuning in!

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Dive into the transformative world of digital technology with Antonio Grasso, a leading expert in digital transformation and the author of "Post Digital Society." In this compelling episode of the CX Goalkeeper Podcast, our host, Gregorio Uglioni, explores the evolving landscape of digital innovations that are shaping our future.

Antonio Grasso:

Antonio Grasso is the Founder and CEO of Digital Business Innovation Srl, a thriving startup leading the way in artificial intelligence, the Internet of Things, blockchain, and cybersecurity. With over 40 years in information technology, Antonio's role as an entrepreneur, author, mentor, and speaker has inspired countless individuals. His influence has been recognized with the prestigious award of Fellow of the Royal Society for the Encouragement of Arts, Manufactures, and Commerce (FRSA), reflecting his significant achievements in social progress and development.

https://www.linkedin.com/in/antgrasso/

Digital Business Innovation Srl: https://www.dbi.srl

DeltalogiX Srl: https://deltalogix.blog/

📖 Get the Book: Explore deeper by grabbing a copy of Antonio's book on post-digital society, available at major bookstores and online platforms. https://www.amazon.com/dp/B0CNHFF2TL

Why You Can't Miss This Episode:

Insightful Perspectives on Digital Transformation: Learn from Antonio's four decades of experience in how digital transformation is not just about technology but about strategic integration within businesses.
Human-Centric Approach to Technology: Understand how technologies like AI and blockchain are enhancing, not replacing, human roles in society.
Vision of a Post-Digital Society: Antonio shares his thought-provoking view on how society will evolve with technologies becoming as commonplace and essential as electricity.

Episode Summary: In this episode, Antonio Grasso discusses his journey from a software developer to a thought leader in the tech space, focusing on how digital technologies influence societal structures and individual daily lives. Key discussions include:

The role of digital culture in organizations and strategies for embedding a digital-first mindset.
How technologies like AI, blockchain, and others are integrated into our societal fabric, paving the way for a post-digital era.
Antonio's visionary outlook on sustainability and stakeholder capitalism, advocates for a balance between advancement and environmental consciousness.

Follow and Subscribe for More Insights:

Episode Page: https://www.cxgoalkeeper.com/AntonioGrasso

Podcast Page: https://www.cxgoalkeeper.com/Podcast

Your engagement helps us grow and evolve this platform. If you have questions, comments, or feedback, please reach out through the podcast page. Your input is invaluable as we strive to bring you the most relevant and transformative content. Thank you for joining us on this journey.

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A deep dive into the transformative world of Artificial Intelligence (AI) with the renowned expert, Dr. Joerg Storm. With over two decades of experience in AI and digital transformation, Dr. Storm brings unparalleled insights from the frontline of AI's integration into business and leadership.

connect with Dr. Jörg Storm over Linkedin: https://www.linkedin.com/in/joergstorm

subscribe to Dr. Jörg Storm's newsletter "Digital Storm" here: https://drstorm.substack.com/subscribe

Why You Can't Miss This Episode:

Demystifying AI for Strategic Advantage: Learn how AI can transcend beyond the buzzword to become a core component of strategic decision-making in businesses.
Data Mastery for AI Success: Discover the critical importance of data quality, organization, and analysis as the foundation of successful AI implementation.
Leadership in the Age of AI: Uncover how senior leaders, including CEOs and CIOs, must evolve to harness the full potential of AI technologies.

Episode Summary: Dr. Joerg Storm, the Global Head of AI key infrastructure at a leading German automobile manufacturer, shares his wisdom on the future of AI, emphasizing the need to start small, think big, and use AI to augment human capabilities, not replace them. The conversation spans from the practical steps for integrating AI into businesses, the emerging trends like blockchain and quantum computing, to the challenges and ethical considerations leaders must navigate. Dr. Storm’s insights are not only profound but also actionable, making this episode a must-listen for anyone looking to leverage AI for business transformation and leadership excellence.

Follow and Subscribe for More Insights: Dive deeper into the world of customer experience, transformation, and leadership with the CX Goalkeeper Podcast. Your journey towards a deeper understanding of AI and its implications for the future of business starts here. Don’t miss out on invaluable insights that can shape your strategies and leadership. Follow us, subscribe, and share your feedback to help us deliver the content you need:

Podcast Page: CX Goalkeeper Podcast
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About me: Learn more about Greg

We are not just in a B2B or B2C business; we are in a human-to-human environment. Engage with us, share your thoughts, and let’s grow together. Your feedback is invaluable as we continue to explore the depths of customer experience and leadership in the digital age. Subscribe and become a part of our growing community of professionals who are shaping the future, one episode at a time.

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Introduction In this groundbreaking episode of the CX Goalkeeper Podcast, we dive deep into the transformative world of customer experience (CX) with Qaalfa Dibeehi, a seasoned expert in mindset transformation and behavior modification. Join us as we explore the intersection of CX, leadership, and sustainable business practices, offering you an unparalleled journey into the future of business and customer engagement.

Follow Qaalfa on LinkedIn: https://www.linkedin.com/in/qaalfa-dibeehi-37181/

Why You Can't Miss This Episode: Top 3 Key Learnings

Sustainability as an Experience: Discover how integrating sustainability into your business model isn't just good for the planet—it's a new frontier in customer experience.
The Power of Leadership in CX: Learn why leadership is critical in driving CX initiatives and how it can transform your business from the inside out.
Achieving Sacrificial Loyalty: Uncover the secret to creating deep, lasting connections with your customers that go beyond transactions to true loyalty.

Episode Summary This episode takes you on a journey with Qaalfa Dibeehi, a visionary in the CX space, as he shares insights from his illustrious career. From the importance of sustainability in today's business landscape to innovative leadership techniques that drive change, Qaalfa provides actionable strategies to transform your organization's approach to CX. We also delve into the concept of sacrificial loyalty, exploring how businesses can achieve this gold standard in customer relationships. Packed with invaluable lessons, this episode is a must-listen for CX professionals, business leaders, and anyone passionate about making a meaningful impact in their industry.

Follow and Subscribe for More Insights Don't miss out on the wealth of knowledge shared in the CX Goalkeeper Podcast. Follow us on our journey as we bring you more episodes packed with expert insights and transformative ideas. Your feedback is crucial to us—let us know what you think about this episode and what you'd like to hear in the future.

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About Me: https://www.cxgoalkeeper.com/Aboutme

Subscribe, listen, and let us guide you in making every customer interaction count. Together, we can transform the game of customer experience. Share your thoughts and feedback—we're listening!

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Welcome, Today, we have the privilege of hosting Suvi Lindfors, a luminary in the customer experience, particularly customers' feedback domain. With her profound insights into Voice of the Customer (VoC) technologies and employee empowerment, this episode is a goldmine for anyone keen on elevating their business.

Lumoa's webpage: https://www.lumoa.me/

Follow Suvi on LinkedIn: https://www.linkedin.com/in/suvilindfors/

Why You Can't Miss This Episode:

Unlock the secrets to leveraging Voice of the Customers and Voice of the Employee data for strategic decision-making and fostering a customer-centric culture. Suvi Lindfors shares invaluable advice on breaking down data silos, making actionable insights accessible, and the vital role of employee empowerment in driving innovation. This episode is a must-listen for CX professionals, senior managers, and C-suite leaders looking to transform their organizations.

Episode Summary: In this episode, Greg engages in an enlightening conversation with Suvi Lindfors about the transformative power of Voice of the Customer (VoC) technology. They deep dive into Lindfors' extensive background in customer experience, emphasizing the importance of leveraging VoC and Voice of the Employee data to inform company-wide decisions. The discussion highlights strategies for enhancing employee access to VoC data to drive better decision-making, the challenges of data silos, and the significance of making VoC insights accessible across all levels of an organization. Lindfors advocates for a culture of inclusivity, decision-making courage, and the pivotal role of actionable insights in fostering a customer-centric business environment.

Follow and Subscribe for More Insights: Your journey towards exceptional customer experience doesn't stop here. Follow and subscribe to the CX Goalkeeper Podcast on your preferred platform. Dive deeper into the world of CX with more episodes packed with expert insights and actionable strategies.

Episode Page: Suvi Lindfors on CX Goalkeeper
Podcast Page: CX Goalkeeper Podcast
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Spotify: Listen on Spotify
YouTube: Watch on YouTube
About Me: Learn More About Your Host

We're eager to hear from you! Your feedback helps us improve and tailor our content to your interests. Please leave your comments, share your thoughts on this episode, and let us know what topics you'd like us to explore in future episodes. Together, let's keep the goal of exceptional customer experience at the forefront of business transformation.

Thank you for tuning in, and don't forget to subscribe and follow the CX Goalkeeper Podcast for more insights into transformation, leadership, and the art of customer experience.

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Katrin Yuan and Greg, the host, dive deeper into the realms of AI, IoT, and digital transformation, offering a broader perspective for CX professionals, digital leaders, and technology enthusiasts.

About Katrin: Katrin J. Yuan is an award-winning executive with a background in technology, strategy, and business transformation in international corporations and startups. She is a five-time Board Member, Chair of the AI Future Council, lectures at universities, and serves as a Jury Member for ETH and Digital Shapers. With a background of leading eight divisions in top management, Katrin is an influential executive, founder, investor, keynote speaker, and a "Young Global Leader" for the Nextgen Board initiative at the St. Gallen Symposium. Her expertise extends to AI human interaction, future megatrends, boards, and finance, enforcing AI, digital leadership, and a diverse data-driven approach.

Follow Katrin on LinkedIn https://www.linkedin.com/in/katrin-j-yuan/

Why You Can't Miss This Episode: Discover the indispensable skills and strategies for successful leadership in the digital age. Kathrin offers a unique blend of expertise and vision, providing listeners with actionable advice on staying ahead in a rapidly evolving technological environment.

Episode Summary: Katrin takes us on a journey through her extensive experience in the tech industry, highlighting the impact of AI on business strategies and the importance of adaptability and continuous learning for today's leaders. This summary encapsulates the key takeaways and insights from the conversation, emphasizing the role of technology in shaping the future of leadership and customer experience.

Follow and Subscribe for More Insights: Subscribe and follow us on your preferred platform, and dive into the world of CX, leadership, and digital innovation.

Episode Page: https://www.cxgoalkeeper.com/KatrinYuan
Podcast Page: https://www.cxgoalkeeper.com/Podcast

We're eager to hear from you! Please subscribe, follow, and leave your feedback. Your insights help us bring more valuable content to you.

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I am honored to feature Stacy Sherman, a renowned expert in customer experience and leadership. Stacy shares her invaluable insights into transforming customer interactions, humanizing business processes, and leading with integrity and compassion. This episode is a goldmine for professionals in CX, digital, customer service, and senior management, offering actionable strategies to elevate your career and business.

Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/

Stacy's webpage: https://doingcxright.com/

Stacy's podcast: https://doingcxright.com/podcasts/

Why You Can't Miss This Episode:

Learn how to humanize your business and why it's crucial for success.
Discover the power of leadership in creating a positive organizational culture.
Gain actionable strategies for enhancing employee engagement and customer loyalty.
Find out how to balance professional and personal life for optimal well-being.
Get inspired by Stacy's journey from corporate roles to entrepreneurship.

Episode Summary:

Stacy Sherman dives deep into the importance of doing customer experience right, emphasizing the need for businesses to be humanized and leaders to foster a positive culture. She shares strategies for improving employee engagement, the role of technology in CX, and the impact of leadership on organizational culture. This episode is packed with insights on maintaining personal integrity, the importance of pausing for growth, and the vision for a compassionate future in the workplace.

Follow and Subscribe for More Insights:

Episode Page: https://www.cxgoalkeeper.com/StacySherman2024
Podcast Page: https://www.cxgoalkeeper.com/Podcast
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Your feedback is invaluable to us. Please subscribe, follow, and leave us your thoughts or reviews. Your insights help us keep the conversation going and deliver content that resonates with you.

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Dive into the transformative world of customer experience with Gabriela Ciupitu on the CX Goalkeeper Podcast. This episode, brimming with actionable insights and strategies, offers a deep dive into CX innovation in Romania and the power of community in elevating CX practices. Whether you're a seasoned professional or new to the field, Gabriela's expertise will guide you through the complexities of CX, offering fresh perspectives and inspiration.

contact Gabriela on LinkedIn: https://www.linkedin.com/in/gabrielaciupitu/

Don't miss out on this invaluable learning opportunity. Subscribe to the CX Goalkeeper Podcast now on your favorite platform and join us in exploring the future of customer experience. Turn insights into action as we navigate the ever-evolving landscape of CX together.

Listen and Subscribe on Apple Podcast: Click Here
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Discover More About the Podcast: Visit Our Website

Connect with us and become part of the CX Goalkeeper community. Your journey to CX excellence starts here!

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Step into the future of customer experience with our latest CX Goalkeeper Podcast episode, where we delve into transformative strategies for enhancing customer engagement. This episode features a riveting conversation with a renowned expert in the field, sharing invaluable insights on leveraging technology, emotional intelligence, and innovative practices to elevate customer interactions and business outcomes.

Discover actionable advice, forward-thinking ideas, and practical tips that will empower you to lead in the customer experience space. Whether you're a CX professional, a business leader, or someone passionate about creating memorable customer experiences, this episode is packed with knowledge to help you make a significant impact.

Follow Lou Carbone on LinkedIn: https://www.linkedin.com/in/locarbone/

Don't miss out on this opportunity to gain a competitive edge in your industry. Tune in now and join our growing community of CX enthusiasts and professionals seeking to transform the landscape of customer service and satisfaction.

For more insightful discussions and expert interviews, follow the CX Goalkeeper Podcast:

Episode Page: https://www.cxgoalkeeper.com/LouCarbone
Podcast Page: https://www.cxgoalkeeper.com/Podcast

Listen on:

Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK

Watch on YouTube:

https://www.youtube.com/@cxgoalkeeper

Learn More About the Host:

https://www.cxgoalkeeper.com/Aboutme

This episode is your gateway to becoming a leader in customer experience. Listen, learn, and be inspired to elevate your CX game!

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Unlock transformative insights in customer experience with our latest CX Goalkeeper Podcast episode featuring Manu Dwievedi. Dive deep into the strategies that are reshaping the AI landscape, offering listeners actionable advice and cutting-edge trends. This episode is a great episode to listen to for professionals aiming to elevate their CX game. Get ready to be inspired and empowered to make a significant impact in your field.

Manu Dwievedi deep dives into the realm of artificial intelligence (AI) within customer experience and its workforce. He covers AI's role in enhancing human capabilities rather than replacing them, the importance of maintaining a human-centric approach despite technological advancements, and the transformation of job roles and skills in the digital and customer service sectors.

The conversation also touches on leveraging AI for executive decision-making, emphasizing the need for clear use cases and the potential risks associated with AI implementation. This episode offers valuable insights into the evolving landscape of AI in customer experience, highlighting both its challenges and opportunities.

follow Manu here: https://www.linkedin.com/in/manuai/

Discover more about our journey in the world of customer experience:

Episode details: https://www.cxgoalkeeper.com/ManuDwievedi
Podcast series: https://www.cxgoalkeeper.com/Podcast
Apple Podcasts: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
YouTube Channel: https://www.youtube.com/@cxgoalkeeper
About the host: https://www.cxgoalkeeper.com/Aboutme

Join us to explore innovative strategies that will redefine your approach to customer experience.

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Transform Your Approach to Customer Experience with insights from the forefront of design thinking and innovation in this must-listen episode of the CX Goalkeeper Podcast. Host Gregorio Uglioni welcomes Beppe De Vincenti, a visionary in customer experience and human-centered design, to share his expertise and insights that are transforming the CX landscape.

In a world where customer expectations are constantly evolving, Beppe De Vincenti provides a roadmap to staying ahead through innovative CX strategies, the importance of playful creativity, and the power of team collaboration. This episode is a goldmine for anyone looking to elevate their customer experience game, from CX professionals to senior managers and beyond.

You can find Beppe on LinkedIn https://www.linkedin.com/in/beppedevincenti/

Key Highlights:

Discover the Power of Human-Centered Design: Learn how to place humans at the core of your CX strategies for more impactful and meaningful customer interactions.
Innovate with Design Thinking and Sprints: Get actionable insights on applying design thinking and sprints to solve complex CX challenges efficiently.
The Future of CX: Beppe shares his thoughts on the evolving role of technology in customer experience and how to prepare for the integration of machine customers.
Unleash Creativity and Collaboration: Understand the importance of fostering a playful work environment and encouraging team collaboration to drive innovation.
Adapt and Thrive: Gain knowledge on adapting strategies based on customer feedback to continually improve your CX offerings.

Why Listen to This Episode? If you're passionate about creating exceptional customer experiences and looking for innovative ways to engage and delight your customers, this episode is for you. Beppe De Vincenti's insights will inspire you to think differently about your CX strategies and help you stay ahead in the competitive landscape of customer experience.

Follow and Listen to the CX Goalkeeper Podcast:

For an in-depth dive into this episode, visit https://www.cxgoalkeeper.com/BeppeDeVincenti.
Discover more engaging discussions and insights on our podcast page: https://www.cxgoalkeeper.com/Podcast.

Learn More About Your Host, Gregorio Uglioni: Visit https://www.cxgoalkeeper.com/Aboutme to discover the story behind the CX Goalkeeper and explore more content dedicated to the world of customer experience.

Stay Connected: Engage with us on social media and share your thoughts on this episode. Your feedback and interactions make us better, and we're eager to hear how you're applying these insights to your CX strategies. Subscribe today to never miss an episode and continue your journey towards CX excellence with the CX Goalkeeper Podcast.

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Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast.

This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures.

Monika's linkedin profile: https://www.linkedin.com/in/monikaschulze/

Dive deeper into the conversation and join our growing community:

Episode Page: https://www.cxgoalkeeper.com/MonikaSchulze
Podcast Page: https://www.cxgoalkeeper.com/Podcast
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
YouTube: https://www.youtube.com/@cxgoalkeeper
About Me: https://www.cxgoalkeeper.com/Aboutme

Tune in for this incredible episode and become part of the conversation shaping the future of customer experience and leadership. Please leave a comment and rate this podcast.

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In this game-changing episode of the CX Goalkeeper Podcast, join us as we explore the dynamic intersection of AI and Customer Experience with industry expert, Ashish Santhalia. Discover how AI is not just enhancing but revolutionizing the way businesses interact with their customers. Ashish dives deep into the impact of AI-driven tools on agent performance, customer satisfaction, and the overall CX landscape.

Learn about the transformative power of data-driven insights, the future trends in AI and CX, and how to effectively balance technology with the human touch. Ashish's unique perspectives provide invaluable guidance for anyone looking to navigate the evolving world of customer experience.

🎧 Tune in now to gain cutting-edge insights and elevate your CX strategy!

Follow the CX Goalkeeper Podcast for more insights into leadership, digital transformation, and the future of customer experience. Let's keep the conversation going!

Episode Page: https://www.cxgoalkeeper.com/AshishSanthalia

Podcast Page: https://www.cxgoalkeeper.com/Podcast

About me: https://www.cxgoalkeeper.com/Aboutme

CX Goalkeeper Podcast (audio)

Apple Podcast: https://apple.co/3qYr4nh

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CX Goalkeeper Podcast (video)

YouTube: https://www.youtube.com/@cxgoalkeeper

CXGoalkeeper #CustomerExperience #AIinCX #DigitalTransformation #Podcast #Leadership #BusinessInnovation"

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🚀 Welcome to a groundbreaking episode of the CX Goalkeeper Podcast! Today, we're joined by Alyona Medelyan, CEO of Thematic, who shares her expert insights on how AI is transforming customer experience.

🔍 In this episode, Alyona delves into:

AI's Role in Customer Feedback Analysis: Discover how AI can sift through customer feedback to provide actionable insights.
The Essence of Net Promoter Score: Unravel the importance of NPS in gauging customer loyalty and satisfaction.
Creating Custom Taxonomies: Learn about the power of personalized feedback analysis for deeper customer understanding.

🌟 Why Listen?: This episode offers valuable strategies and insights to enhance your customer experience strategies through AI.

After listening, think about how AI could revolutionize your approach to customer experience. We'd love to hear your thoughts!

🔗 Follow and Subscribe: Don't miss out on future insights! Follow us on your favorite podcast platform and subscribe for updates on new episodes.

Episode Page: https://www.cxgoalkeeper.com/AlyonaMedelyan

Podcast Page: https://www.cxgoalkeeper.com/Podcast

About me: https://www.cxgoalkeeper.com/Aboutme

CX Goalkeeper Podcast (audio)

Apple Podcast: https://apple.co/3qYr4nh

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CX Goalkeeper Podcast (video)

YouTube: https://www.youtube.com/@cxgoalkeeper

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Join us on the CX Goalkeeper Podcast for a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.

This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's experience and wisdom provide valuable lessons for professionals at all levels.

Key Highlights:

Empathy in Leadership: Jeremy discusses the importance of empathy and understanding within teams to foster a positive service culture.
The Balance of Technology and Human Touch: Insights into how technology can be integrated without losing the human aspect of customer service.
Continuous Improvement: Jeremy shares his approach to making continuous improvements in customer experience, even in the face of limited resources.

Key Quotes:

"If you're not directly serving the customer, your job is to be serving someone who is." - Yan Carlson (shared by Jeremy Watkin).
"We keep making continuous small improvements... there's the end goal of having everything integrated. So it doesn't matter what channel a customer contacts us on." - Jeremy Watkin.

Connect with Us: We love hearing from our listeners! Share your thoughts on this episode, and let's keep the conversation going.

Connect with us at https://www.linkedin.com/in/gregorio-uglioni/

Follow the Podcast: Don't miss out on future episodes - follow the CX Goalkeeper Podcast on your preferred platform and join our growing community of CX enthusiasts. https://www.cxgoalkeeper.com/podcast

CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService

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Welcome to another riveting episode of the CX Goalkeeper Podcast, where we delve into the art and science of customer experience (CX). In this episode, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX.

About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and unique perspectives to our podcast. This episode is a deep dive into the critical aspects of customer experience, focusing on the power of authenticity and human connections in customer service. Alex’s experiences and strategies are not just insightful; they are transformative.

Why You Can't Miss This Episode:

Discover the Human Element in CX: Learn from Alex’s approach to fostering authentic, empathetic interactions in customer service.
Leadership Insights: Gain insights into how effective leadership can significantly impact customer experience.
Future Trends in CX: Explore with Alex the evolving landscape of customer service and how to stay ahead.

Featured Topics:

The importance of humanizing customer service.
Balancing corporate goals with authentic customer engagement.
Embracing change and innovation in CX.

Key Quotes:

"Talk to a human being as your human being."
"Let people be human in customer service."
"Leaders need to do better in promoting authenticity."

Golden Nugget: Alex shares his invaluable "golden nugget" about the essence of authenticity in customer experience leadership.

Connect with Alex Mead:

LinkedIn: Alex Mead LinkedIn

Listen, Learn, and Engage: Tune into this episode for a transformative experience in customer experience wisdom. Don't forget to follow, like, and share to stay updated with more episodes like this.

Follow Us: Stay connected with the CX Goalkeeper Podcast on your favorite platforms for more episodes that empower you with the latest in CX knowledge and trends.

CXGoalkeeper #CustomerExperience #AlexMead #AuthenticCX #CXLeadership #Podcast #CXInsights #EmpathyInService #CXStrategy #InnovativeCustomerService

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Welcome to the CX Goalkeeper Podcast's special episode: Reflections & Predictions with CXPA Switzerland's Experts!

In This Episode:

Expert Insights: The board of the CXPA Switzerland: Michael Grund, Barbara Van Duin, Yukka Hekanaho, Anne-Laure Vaudan, and Beppe De Vincenti share their unique perspectives.

2023 in Review: A look back at AI integration, human-centered design, and business strategy alignment in CX.

Predictions for 2024: Our panel discusses their hopes and predictions, focusing on deeper human connections and technological empowerment in CX.

Why Listen? Gain invaluable insights from top CX leaders to elevate your strategies for 2024. Perfect for CX professionals, digital experts, and leadership roles.

✅ Subscribe & Share: Don't miss out on future episodes packed with CX wisdom. Subscribe now and share with your network to join our community of CX enthusiasts

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Dive into the world of Customer Experience Community with the CX Goalkeeper Podcast's Holiday Season special! Host Gregorio Uglioni brings together a panel of CX All-Stars to reflect on the impactful trends of 2023 and forecast the exciting developments awaiting us in 2024.

Featured Guests: Rob Dwyer, Dennis Wakabayashi, Claire Boscq, Paul Banks, Stacy Sherman, Rick Denton, and Nate Brown

I asked 2 questions to every guest:

Reflection on 2023
Preparing for 2024’s challenges

Whether you’re a CX professional, a business leader, or just passionate about customer experience, this episode is packed with insights and strategies to help you stay ahead.

Subscribe & Follow: Don't miss this opportunity to gain valuable CX insights. Subscribe to the CX Goalkeeper Podcast now and join our community of CX enthusiasts and professionals. Share your thoughts and continue the conversation online using #CXGoalkeeper!

Key words:

Customer Experience, CX Trends 2024, Leadership in CX, AI in Customer Service, Empathy in Business, Future of Customer Experience, CX Transformation, Customer Engagement Strategies, CX Podcast, Gregorio Uglioni, Rob Dwyer, Dennis Wakabayashi, Claire Boscq, Paul Banks, Rick Denton, Stacy Sherman, Nate Brown, CX All Stars, Customer Experience Innovation, Human-Centric CX, CX Predictions 2024, Digital Customer Service, CX Management, CX Thought Leaders, CX Insights, CX Strategy 2024, Customer Experience Podcast, Customer Service Trends, CX Leadership, AI and Empathy in CX, CX Future Predictions

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Welcome to a groundbreaking episode of the CX Goalkeeper Podcast, where we dive deep into the world of AI and its impact on customer experience and leadership. In this episode, our host Gregorio Uglioni is joined by Paul Banks, an expert in AI and the Founder and Managing Director of Javelin content management. Get ready to explore the fascinating intersection of technology and humanity, and how it's reshaping the business landscape.

About This Episode: Are you ready to unlock the secrets of balancing AI with the human touch in your business? Join us as Paul Banks shares his invaluable insights on integrating AI into customer experience and leadership. This episode is a treasure trove for professionals in CX, digital, customer service, and senior management, providing practical advice and visionary perspectives.

Why Listen:

Discover how AI can enhance, not replace, human interaction in business.
Learn about the future of AI in retail and customer service.
Gain insights into upskilling and adapting to an AI-driven workplace.

Paul Banks' Contact Information:

LinkedIn: https://www.linkedin.com/in/paul-banks007/

Connect with CX Goalkeeper:

Follow us on your favorite podcast platform for more insightful discussions.
Engage with us on social media: https://www.linkedin.com/in/gregorio-uglioni/
Subscribe to our podcast here on your preferred platform: https://www.cxgoalkeeper.com/podcast

Don't miss out on this eye-opening conversation about the future of AI in business. Tune in to this Episode with Paul Banks for a compelling look at how AI is transforming customer experience and leadership. Listen, learn, and lead the change in your organization.

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Ee delve into the realm of customer experience with Rich Dorfman, a seasoned CX professional from Eastern Bank. Discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization.

Key Highlights:

Rich Dorfman's journey and role in transforming customer experience at Eastern Bank.
The evolution of customer expectations in the banking sector.
Strategies for aligning CX with corporate objectives.
The crucial link between employee satisfaction and customer happiness.
Rich Dorfman's perspective on the future of customer experience.

Featured Quotes:

“Doing the right thing is essential for a sustainable, profitable organization.”
“Happy employees are the key to happy customers.”
“Customer expectations are a moving target, and staying ahead requires constant evolution.”

Connect with Rich Dorfman:

LinkedIn: https://www.linkedin.com/in/richdorfman/

Subscribe and Follow: Don’t miss out on future episodes! Subscribe to the CX Goalkeeper Podcast on [your podcast platform link] and follow us on social media for the latest updates and expert insights into the world of customer experience.

Hashtags: #CXGoalkeeperPodcast #CustomerExperience #BankingCX #Leadership #DigitalTransformation #RichDorfman #BusinessStrategy #EmployeeEngagement #CXInsights

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In this enlightening episode of the CX Goalkeeper Podcast, we have the privilege of hosting Zarina Pasalic, a visionary leader in the realm of digital customer experience. With over two decades in the IT and telecommunications industry, Zarina brings a wealth of knowledge and insights that are indispensable for anyone looking to make strides in customer experience and digital transformation in B2B enterprises.

What You'll Learn:

The evolving landscape of digital customer experience in B2B and its convergence with B2C strategies.
Key challenges and strategies in navigating digital transformation within B2B enterprises.
The indispensable role of continuous research and customer insights in shaping effective CX strategies.
Zarina's unique perspective on leadership and the importance of prioritizing people in achieving business success.

Why Listen: Zarina's insights are a goldmine for professionals in customer experience, digital fields, customer service, and leadership. Her unique blend of expertise and practical advice provides listeners with actionable strategies and a deeper understanding of the nuances of customer experience in the digital age.

Connect with Zarina: Engage with Zarina Pasalic on LinkedIn to delve deeper into her thoughts on digital CX and leadership.

https://www.linkedin.com/in/zarina-pasalic/

Follow and Subscribe: Don't miss out on future episodes of the CX Goalkeeper Podcast. Subscribe now and join a community of professionals passionate about transformation, leadership, and customer experience. Follow us for the latest insights and trends that will empower your professional growth.

https://www.cxgoalkeeper.com/podcast

let's keep in touch:

https://www.linkedin.com/in/gregorio-uglioni/

Your Feedback Matters: We love hearing from you! Share your thoughts, insights, or questions about this episode. Your feedback helps us bring more value to our listeners.

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Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.

About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service.

In This Episode, You Will Learn:

How artificial intelligence is transforming customer service.
The importance of a data-driven culture in modern businesses.
Strategies for integrating AI with human intelligence to enhance customer experience.
Jim Iyoob’s unique perspective on the future of customer interactions.

Key Quotes:

"Quality's not a score. It's a behavior." – Jim Iyoob
"You can't whack someone on bad data." – Jim Iyoob
"Read an article a day." – Jim Iyoob

Connect with Jim Iyoob:

LinkedIn: Jim Iyoob

Your Host:

Gregorio Uglioni, host of the CX Goalkeeper Podcast
Follow Gregorio for more smart discussions on CX, transformation, and leadership. https://www.linkedin.com/in/gregorio-uglioni/

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Welcome to another engaging episode of the CX Goalkeeper Podcast! Today, we’re thrilled to present "Distilling the Essence of CX: The CX World Games with Chris Brooks." Dive deep into the world of Customer Experience (CX) with our esteemed guest, Chris Brooks, a renowned CX consultant and the visionary behind the CX World Games.

About Chris Brooks:

Chris Brooks stands at the forefront of CX innovation. With a career spanning several years, he's a thought leader who believes in practical solutions over theoretical knowledge. His work with the CX World Games is a testament to his commitment to real-world impacts in the customer experience domain.

Key Quotes:

“We can do a lot more in CX by considering its social impact.” – Chris Brooks
“The most precious resource for CX professionals is their time.” – Chris Brooks
“Be conscious of where you set your compass in the CX journey.” – Chris Brooks

Why Listen:

This episode is a treasure trove for anyone in the CX field – from novices to seasoned professionals. Chris' unique perspective on CX as a blend of art and science, combined with his experiences with the CX World Games, offers invaluable lessons and strategies.

Don’t miss out on this insightful conversation. Listen now, and if you find value in our content, please subscribe and share. Your support helps us bring more such CX insights to you. Follow the CX Goalkeeper Podcast for more episodes where we dissect the goals and strategies of leading CX practitioners and thinkers.

Customer Experience, CX Leadership, Chris Brooks, CX World Games, Business Transformation, Podcast, CX Community, Customer Service, CX Innovation.

Stay Connected:

For more updates and episodes, follow us on your preferred podcasting platform and visit our website. https://www.cxgoalkeeper.com/podcast. Follow me on LinkedIn https://www.linkedin.com/in/gregorio-uglioni/ for regular transformation, leadership, and CX insights and discussions.

Empowering your transformation journey with insights from the best in the field. That’s the goal we keep at CX Goalkeeper Podcast.

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We sit down with Tim Sherwood from Avaya, a trailblazer in the field of customer experience (CX) and digital transformation. Join us as we explore the depths of leadership and the strategies that are reshaping the world of CX today.

This conversation is filled with nuggets of wisdom that will challenge you to rethink your approach to business and leadership.

In This Episode, You Will Learn:

How to establish and nurture impactful connections within your professional and personal life.
Strategies to lead and inspire change within your organization.
The critical role of customer experience in the longevity and success of a business.
Tim Sherwood's unique perspective on what it takes to be a transformative leader in today's digital landscape.

Noteworthy Quotes:

"Creating connections is key. If you want to be successful... it's all about taking the time to create those connections."
"Leadership is about influencing and connecting across all levels of an organization."

Why Listen: Whether you're a CX professional, a senior manager, or a C-suite executive, this episode is packed with insights that can redefine your approach to customer experience and leadership. Tim Sherwood's advice is not just thought-provoking—it's actionable.

Follow Us: If you're passionate about driving transformation, leadership, and exceptional customer experience, make sure to follow the CX Goalkeeper Podcast. We bring you conversations with the brightest minds in the industry to keep you at the top of your game.

Subscribe & Share: Loved this episode? Subscribe to our podcast for more interviews like this and leave us a review! Your feedback helps us make each episode even better. Share this episode with your network to spread the wisdom and keep the conversation going.

Connect with Us:

https://www.cxgoalkeeper.com/podcast

CXGoalkeeper #TimSherwood #CustomerExperience #Leadership #DigitalTransformation #BusinessStrategy #Podcasting

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What You'll Learn:

Insights into Karl Sharicz's transformative CX career
The essence of servant leadership in driving change
Strategies for effective change management in CX
How to navigate B2C environments with customer-centric strategies

Karl's contact details:

https://horizoncx.com/
https://www.linkedin.com/in/karlsharicz/

Follow the CX Goalkeeper Podcast: https://www.cxgoalkeeper.com/Podcast

Customer Experience, Leadership, CX Strategy, Change Management, Servant Leadership, Business-to-Consumer, Karl Sharicz

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Joey Coleman, author of "Never Lose an Employee Again," joins us to delve into the critical elements of employee retention and the role leadership plays in it. As Joey says, "There's always an opportunity to treat humans as humans," and he gives actionable advice on how to do that. Highlights* The significance of the 'First 100 Days' in an employee's journey * "When we understand what another person is going through, it makes connection easier and bonds stronger." - Joey Coleman * How a culture of empathy can revolutionize your business

Top 3 Takeaways1. A strong emotional connection can make or break employee retention. 2. Leadership plays a more significant role than you think in keeping your best talent. 3. You can't afford not to invest in building a company culture centered around empathy.

Useful Links* more details here: https://www.cxgoalkeeper.com/JoeyColeman

🎧Subscribe & Follow If you found value in this episode, please consider subscribing and leaving us a review. Your feedback helps us reach more professionals looking to enhance their leadership and customer experience skills.🔔 Next Episode Don't miss our next episode where we will be discussing "The Future of Digital Transformation in Customer Experience." Stay tuned!

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Human-centricity and transformative leadership. We're thrilled to have DeAnna Avis, a luminary in the fields of brand strategy and leadership, join us for an insightful conversation you won't want to miss.🎧 What You'll Discover 🎧

The Essence of Human-Centric Brands: Why putting humans at the center of your brand is more than a trend—it's a business imperative.
Leading Business Transformation: DeAnna demystifies the art and science of steering a company through change and disruption.
The Role of Passion and Energy: Learn why these two elements are crucial in both leadership and customer experience.

🎙️ Key Quotes 🎙️

"Your brand isn't what you say it is, it's what your customers say it is." - DeAnna Avis
"Transparency is not just a buzzword; it's an actionable insight." - DeAnna Avis
"To be a transformative leader, you have to be willing to navigate change." - DeAnna Avis

🤝 Connect with DeAnna Avis 🤝Want to learn more from DeAnna? Find her on LinkedIn.🚀 Take Action 🚀If this episode resonated with you, don't forget to subscribe, rate, and review the podcast. Your feedback not only helps us improve, but it also helps other professionals in the CX, digital, and leadership spaces find the show. Subscribe the podcast so you never miss an episode!

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In this episode of the CX Goalkeeper Podcast, we navigate through the labyrinth of B2B sales strategies with an emphasis on human-centric approaches. We're honored to host Jim Rembach, a seasoned expert in the field, shedding light on the crossroads of customer experience, leadership transformation, and B2B sales.🌟

What You'll Learn

Human-Centric Approach: The irreplaceable value of human interactions amidst the rising tide of AI and automation in B2B sales.
Myth-Busting Technology: Unveiling the myth of technology as a one-size-fits-all solution in addressing customer engagement and business growth challenges.
Qualitative Data Significance: The criticality of qualitative data in understanding customer behavior and making informed decisions.
Standing Out in the Market: Strategies for distinguishing oneself in a saturated market by valuing customer relationships over brand recognition.
Long-term Vision: The imperative of long-term thinking in nurturing customer relationships and achieving sustainable business growth.

🎙️ Notable Quotes

"Insanity is doing the same thing as everyone else and expecting to stand out." - Jim Rembach
"Are you treating your customers as objects or humans?" - Jim Rembach

📌 Connect with Jim Rembach

https://www.linkedin.com/in/jrembach/

📌 Connect with Us

Website: https://www.cxgoalkeeper.com/podcast

If you found value in this episode, please don't forget to subscribe, rate, and review the podcast. It helps us grow and bring you more content like this. Hit the follow button and share this podcast with your network to elevate their B2B sales strategies and customer engagement approaches!

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In this episode of the CX Goalkeeper Podcast, we are honored to host a legend in the Customer Experience (CX) domain, Peter Pirner. With an illustrious career dedicated to refining CX strategies, Peter imparts a wealth of knowledge and actionable insights for our audience.

🌟 What You'll Learn

Peter Pirner's Journey in CX: Dive deep into Peter’s rich journey in CX, exploring the experiences that shaped his expertise and vision.

The Importance of Customer Feedback: Discover the pivotal role customer feedback plays in shaping robust CX strategies and fostering a culture of continuous improvement.

Implementing CX Strategies: Learn the practical aspects of implementing CX strategies that resonate with your organization’s goals and customer expectations.

Adapting to Digital Transformation: Understand the significance of digital transformation in enhancing customer experiences and how to navigate through this transition seamlessly.

Enhancing Team Collaboration: Uncover the strategies for fostering a collaborative environment to drive CX initiatives to fruition.

Overcoming Challenges in CX: Learn from Peter’s experiences on how to anticipate, address, and overcome the challenges in the CX journey.

The Future of Customer Experience: Explore the evolving trends in CX and how to stay ahead of the curve to ensure exceptional customer experiences.

🎙️ Notable Quotes

"Always stay close to your customers, understand their needs, and act on their feedback." - Peter Pirner

📌 Connect with Peter Pirner

(Insert Peter Pirner’s contact details or social profiles here)

📌 Connect with Us

Website: https://www.cxgoalkeeper.com/podcast

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In this episode of the CX Goalkeeper Podcast, we delve deep into the realms of Customer Experience (CX) and Employee Experience (EX). We're honored to host Ozkan Demir and Orcun Irfan, thought leaders from Pisano, a company revolutionizing CX and EX solutions.

🌟 What You'll Learn

The Spark Matrix Report: Why it's a game-changer in the CX industry.
Employee Experience (EX): Orcun Irfan's unique framework and why EX is the other side of the CX coin.
Technology's Role: How tech is shaping Voice of Customer and Voice of Employee programs.
Organizational Culture: The importance of culture shift, structural adaptation, and systemic change in CX and EX.

🎙️ Notable Quotes

"We all deserve a better experience at work." - Orcun Irfan
"At this scale, at this stage, you don't hope for anything, you just deliver." - Ozkan Demir

📌 Connect with Pisano

Website: https://www.pisano.com

📌 Connect with Us

Website: https://www.cxgoalkeeper.com/podcast

If you found value in this episode, please don't forget to subscribe, rate, and review the podcast. It helps us grow and bring you more content like this. Hit the follow button and share this podcast with your network to elevate their CX and EX game!

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Welcome to this enlightening episode of the CX Goalkeeper Podcast. Today, we're thrilled to have Roy Atkinson, CEO and Principal Advisor at Clifton Butterfield LLC, join us. We delve deep into the intricacies of digital transformation, the role of culture, and the importance of leadership. This episode is a must-listen for anyone interested in Business Transformation, Leadership, and Customer Experience.

Key Take-away

The Real Essence of Digital Transformation: It's not just about technology; it's about reimagining work and ways of working.
Culture's Role in Transformation: Aligning organizational culture with transformational goals is crucial for success.
Leadership Lessons: The importance of resilience and removing barriers for team members.

One Quote

"Digital transformation is reimagining both the work and the ways of working to produce a customer-centric business transformation enabled by digital technologies." - Roy Atkinson

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If you found value in this episode, please subscribe to the CX Goalkeeper Podcast to never miss an episode. Also, consider following us on LinkedInfor updates and more valuable content.

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In this episode, we're joined by Diane Magers, a thought leader in the realms of Customer Experience and Leadership. We discuss the evolving landscape of leadership, the critical role of resilience, and the future of customer experience. Plus, don't miss Diane's "Golden Nugget" of wisdom that could be a game-changer for your organization.

📣 Key Quotes

"Resilience is about the ability to know yourself and know the environment." - Diane Magers
"Staying human is my secret ingredient in leadership." - Diane Magers
"Embed customer experience into your organization's core through an 'Experience Operating System' for lasting success." - Diane Magers

Let's stay in contact

Podcast CX Goalkeeper

💌 Feedback

We love to hear from our listeners! If you have any comments, questions, or suggestions, please let us know.

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If you enjoyed this episode, please subscribe, rate, and review. Share it with someone who would find this episode helpful!

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Deep dive into the intertwined worlds of Corporate Social Responsibility (CSR) and leadership with our esteemed guest, Bob Azman. Discover the transformative power of CSR in today's business landscape and the pivotal role leadership plays in driving these initiatives.

🔍 In This Episode, You'll Learn:

The essence and importance of CSR in modern businesses.
Real-world examples of companies excelling in CSR.
How leadership can make or break CSR initiatives.
Bob Azman's personal experiences and insights on leading CSR strategies.
Actionable advice for professionals looking to champion CSR in their organizations.

🎧 Why Listen: If you're passionate about making a meaningful impact through CSR and understanding the nuances of leadership in this realm, this episode is a must-listen. Bob's insights, combined with our deep-dive discussions, will leave you inspired and equipped to drive change

.🔗 Resources & Links:

https://www.cxgoalkeeper.com/bobazman

🌟 Stay Connected: For more insightful episodes and exclusive content, make sure to subscribe/follow our podcast. If you found value in this discussion, please leave us a review and share it with your network. Your support helps us reach more listeners like you!

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In this enlightening episode, we're joined by Susanna Baque, a trailblazer in the Customer Experience (CX) domain. Dive deep with us as we explore the essence of transforming customer insights into actionable strategies, the future of CX, and the undeniable link between employee well-being and customer satisfaction.

Key Takeaways:

Susanna's unique journey into the world of CX and the influence of personal values.
The pivotal role of customer feedback in shaping CX.
Strategies to dismantle organizational barriers for a seamless customer journey.
The synergy between employee well-being and customer satisfaction.
Susanna's golden advice: "Embrace a culture of action. Feedback without timely and meaningful action loses its essence."

more insights, visit our website: https://www.cxgoalkeeper.com/SusanneBaque

Stay Updated! If you found value in this episode, make sure to subscribe to our podcast. We have many more insightful episodes lined up for you! And don't forget to leave a review; it helps us reach more CX enthusiasts like you.

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In this enlightening episode, we're joined by Jennie Lewis, a trailblazer in the realm of customer experience and mobile app dynamics. Dive deep with us as we explore the intricacies of mobile app measurement, leadership lessons, and the magic of team synergy.

Key Takeaways:

The meteoric rise of mobile apps in the business world.
Strategies for measuring user engagement and retention.
Leadership insights from Jenny's journey from email to mobile.
The undeniable power of team dynamics and recognizing individual 'superpowers'.

Featured Quote: "The true essence of a successful team lies in recognizing and celebrating the unique superpowers each member brings." - Jennie Lewis

Resources & Links:

https://www.cxgoalkeeper.com/JennieLewis

Stay Connected: Love what you heard? Subscribe to the CX Goalkeeper Podcast for more insights from industry leaders. Don't forget to rate, review, and share with your network!

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In this compelling episode of the CX Goalkeeper Podcast, we're joined by Clare Muscutt, the visionary founder and CEO of Women in CX (WiCX). Delve into the intricacies of modern Customer Experience (CX) as Clare shares her profound insights on the rapid evolution of the industry. From the transformative power of data analytics and machine learning to the challenges and opportunities they present, Clare emphasizes the need for professionals to adapt and innovate.

Clare, with her rich experience and unique perspective, sheds light on the importance of diversity in the CX realm, emphasizing its role in driving innovative solutions in a globalized world. She candidly discusses her journey, highlighting the challenges faced by women in the CX industry and the pressing need for inclusivity. As technology continues to reshape customer interactions, Clare underscores the significance of a human-centric approach, ensuring that amidst the digital revolution, the essence of genuine connection isn't lost.

This conversation is not just about CX; it's a deep dive into the ethos of creating meaningful and lasting customer relationships.

Tune in to revolutionize your approach to transformation, leadership and customer experience.

Don't forget to subscribe to the CX Goalkeeper Podcast for more insightful episodes. Share it with your network to help us grow our community of CX enthusiasts. Your support means the world to us!

Relevant Keywords: Customer Experience, CX, Women in CX, WiCX, Data Analytics, Machine Learning, Diversity, Globalization, Human-centric Approach, Digital Revolution, Customer Interactions, Inclusivity.

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In the latest episode of the CX Goalkeeper Podcast, our host Gregorio Uglioni had an insightful discussion with Stefan Leuthold, a renowned expert in the field of human-centered design. Stefan, who hails from Stimmt, a Swiss consulting company specializing in customer experience, shared his wealth of knowledge and experience spanning over two decades.Today's Top Player: Stefan LeutholdStefan Leuthold is a man of many hats - a father, husband, entrepreneur, consultant, and a scholar with a master's degree in theoretical physics and a PhD in cognitive psychology. His passion lies in understanding human behavior and applying this knowledge to create better, more intuitive systems and processes. Stefan's expertise in human-centered design has made him a sought-after figure in the industry.Stefan Leuthold delves into the importance of understanding and designing for the end user. Stefan emphasizes the need for a three-step process: understanding the user, designing for the user, and validating the design with the user. He shares a successful implementation of this approach in an online banking redesign project, highlighting the importance of focusing on the user's primary task. Stefan also provides advice for companies considering human-centered design, urging them to start small and scale up based on results. The discussion concludes with Stefan's golden nugget: "A successful company maintains a close relationship with its customers. But a truly successful company also fosters a strong connection with its employees. Because when these relationships are in place, purpose, strategy, and profits naturally follow."00:00 Introduction00:43 Greeting and Introduction of Guest01:10 Introduction of Today's Top Player01:24 Guest's Self-Introduction and Sharing of Values02:19 Discussion on Behavioral Science03:08 Explanation of Human Centered Design04:00 Elaboration on Human Centered Design05:19 Discussion on the Relevance of Human Centered Design07:19 Deep Dive into the Understand Phase of Human Centered Design09:23 Discussion on the Number of Interviews Required for Understanding11:48 Discussion on the Willingness of Customers to Participate in Interviews13:01 Explanation of the Design Phase of Human Centered Design15:20 Discussion on the Validate Phase of Human Centered Design17:20 Discussion on the Cycle of Understand, Design, and Validate19:26 Sharing of a Successful Implementation Example21:39 Advice for Companies Considering Human Centered Design24:15 Discussion on Leadership and Sharing of Personal Experience26:19 Sharing of Biggest Failure and Lessons Learned27:23 The Question About the Future30:44 Guest Contact Details31:28 Golden Nugget#cxgoalkeeper #customerexperience #podcast #leadership #DigitalTransformation #CustomerExperience #Leadership #Innovation #LifelongLearning #Networking #ChangeManagement #BusinessStrategy #humancetereddesign

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In this enlightening episode of the CX Goalkeeper Podcast, we dive into the transformative power of technology in enhancing customer experience. Our special guest, Federico Cesconi, co-author of Sandsiv+, shares his insights on how artificial intelligence (AI) and machine learning are revolutionizing the customer experience landscape.

Federico, CEO of Sandsiv, takes us through his journey of creating a universal framework for Customer Experience Management. He emphasizes the importance of doing what you love and how this principle guides his work. We also delve into an intriguing discussion about an article Federico wrote, using AI to detect pitfalls in Disneyland Paris's customer journey in less than 60 seconds.

We explore the "secret ingredient" in Federico's solution - a framework that integrates large language models into existing IT environments. Federico shares how AI can handle the "dirty jobs," freeing up professionals to focus on strategic activities that require human intelligence.

We also touch on the future of customer experience management, Federico's book "Start with the Customer," and his golden nugget of advice: "Prioritize happiness; wake up excited for the day, go to bed satisfied with your accomplishments, regardless of financial success."

This episode is packed with valuable insights and innovative ideas that are sure to inspire C-Levels, transformation experts, and CX professionals.

Tune in to revolutionize your approach to customer experience management.

Don't forget to subscribe to the CX Goalkeeper Podcast for more insightful episodes. Share it with your network to help us grow our community of CX enthusiasts. Your support means the world to us!

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In the recent episode of the CX Goalkeeper Podcast, Gregorio Uglioni engaged in an insightful discussion with Marcus Köhnlein, a seasoned expert in digital transformation and customer experience. The conversation traversed the landscape of digital transformation, its profound impact on customer experience, and the leadership required to steer these initiatives.

Marcus is a seasoned expert and thought leader in the realm of digital transformation. With a wealth of experience and a robust portfolio of successful transformation projects, Marcus has honed his understanding of what it takes to navigate the digital landscape effectively.

In this episode, we dive deep into the intricacies of digital transformation. Marcus shares his unique insights on how businesses can leverage modern technology to enhance customer experience and foster a culture of innovation. We discuss the role of leadership in steering these transformations and explore the ways in which customer experience is evolving in the digital age.

Stay tuned as we embark on this enlightening journey with Marcus Köhnlein, unveiling the secrets to mastering digital transformation.

Highlights:

00:00 Introduction

00:43 Introduction of Guest Marcus Köhnlein

01:25 The Importance of Digital Transformation

02:18 Understanding Customer Experience in the Digital Age

03:27 Marcus Köhnlein's Journey in Digital Transformation

04:36 Leadership's Role in Digital Transformation

05:15 First Break and Recap

06:47 Deep Dive into Digital Transformation Strategies

08:44 How to Foster a Culture of Innovation

10:49 Marcus Köhnlein's Success Stories

12:25 Key Challenges in Digital Transformation

13:01 Overcoming Barriers and Resistance to Change

14:25 Role of Customer Feedback in Transformation

15:45 How to Measure the Success of Transformation Efforts

17:51 The Future of Digital Transformation

19:36 Final Thoughts and Closing Remarks from Marcus Köhnlein

29:00 Book Recommendation

29:23 Contact Details

30:26 Golden Nugget: Key Takeaways from the Episode

ABOUT ME:

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cxgoalkeeper #customerexperience #podcast #leadership

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It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they’re customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all.Episode Chapters00:00 Game Strat01:09 Bruce Temkin introduces himself02:01 Bruce shares the values that drive his life03:50 Discussion on Experience Management06:44 The difference between CX and XM08:37 Bruce shares the six laws of Experience Management14:33 Bruce's favorite law of Experience Management16:11 Key leadership lessons from Bruce's career21:04 Bruce's vision for the future of Experience Management30:02 How to contact Bruce30:39 Bruce's golden nuggetmore on: https://www.cxgoalkeeper.com/brucetemkiinYou can connect with Bruce on Twitter, LinkedIn, or visit the XM Institute for more insights on Experience Management.ABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership

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Welcome back to another episode of the CX Goalkeeper Podcast! In this episode, we're thrilled to have Rob Dwyer, a seasoned expert in the contact center and BPO industry, join us for a deep dive into the world of customer experience.

Rob shares his journey from the mortgage business to his current role, where he's making a difference in the lives of customers and employees alike. He also gives us a glimpse into his podcast, Next in Queue, and shares a memorable shopping experience that turned a routine checkout into a game show!

We discuss the importance of prioritizing customer experience, the delicate balance between speed and quality in service delivery, and how to foster an innovation mindset in contact centers. Rob also shares his insights on employee engagement and retention, and the role of leadership in creating a cohesive team.

This episode is packed with valuable insights and advice for anyone interested in customer experience and leadership in the context of contact centers and BPOs.

🔔 Subscribe for more:

https://www.cxgoalkeeper.com/podcast

Connect with Rob Dwyer:

LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/

Twitter: https://twitter.com/in_queue

Timestamps:

00:00 Game Start

01:00 Introduction

01:59 Sharing of Personal Values

03:40 Introduction to "Next in Queue" Podcast

04:35 A Unique Shopping Experience Story

07:28 Impact of the Shopping Experience Story

09:56 Discussion on Five Essential Songs

11:03 Prioritizing Customer Experience in Contact Centers and BPOs

16:15 Balancing Speed and Quality in Service Delivery

19:57 Fostering an Innovation Mindset in Contact Centers

22:37 Involving Employees in the Innovation Process

25:05 Employee Engagement and Retention in Contact Centers

28:08 Coaching the Leadership Team in Contact Centers

30:00 Golden Nugget: "The secret sauce is about relationships."

CXGoalkeeperPodcast #CustomerExperience #ContactCenters #BPO #RobDwyer #NextInQueue #CustomerService #Innovation #Leadership

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

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The CX Goalkeeper had the great opportunity to interview Justin Robbins

LinkedIn Headline: Founder & Principal Analyst at Metric Sherpa

Highlights:

00:00 Introduction

00:46 Topic of energizing and motivating people in customer experience transformation

01:52 Introduction of Justin Robbins

02:58 Justin Robbins on his values and integrity

03:57 Discussion on Justin's passion for barbecuing

05:15 The gap between customer experience aspirations and delivery

07:30 Coping with the gap and making an inventory of broken promises

08:29 Challenges of standardization and personalization in customer experience

08:59 Finding energy in contact centers and design teams

11:21 Cultivating a growth mindset and continuous learning

11:50 Justin's energy and motivation in his work

14:05 Importance of community and curiosity

14:45 Discussion on CX Accelerator community

16:33 Embracing the unexpected and having a growth mindset

18:52 Connecting with others, curiosity, and leveraging data for success

22:25 Future conversations on human component of customer experience

23:21 Three pieces of advice: be a connector, be curious, leverage metrics

27:06 Reflection on conversations in 10 years from now

27:34 Book recommendation: "Lead the Field" by Earl Nightingale

29:30 Contacting Justin Robbins

30:09 Justin's golden nugget: Consistency in the little things

32:06 Conclusion and audience feedback

and much more

Justin's Contact Details:

https://www.linkedin.com/in/justinmrobbins/

https://metricsherpa.com/

justin@metricsherpa.com

mobile: +1 757-429-4357.

https://twitter.com/justinmrobbins

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Nate Brown

LinkedIn Headline: Senior Director of CX at Arise, Co-Founder of CX Accelerator

Building Engaging Communities with Nate Brown

Highlights:

00:00 Game Start

01:26 Nate's Introduction

03:52 Nate's Values

05:42 CX accelerator

09:02 Here for real

10:54 Biggest Learnings

14:03 The role of communities

17:31 The role of communities in relation to CX

24:55 Nurturing communities

29:52 Strengthening

33:38 The Future

36:03 Book suggestion

37:55 Golden Nugget

and much more

Nate's Contact Details:

https://www.linkedin.com/in/cxaccelerator/

https://www.cxaccelerator.com/

https://twitter.com/CXAccelerator

https://www.arise.com/

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Uku Tomikas

LinkedIn Headline: Delivering reliable and secure business messaging while fighting fraud! Hit me up and let's talk #businessmessaging #SMS #Viber #RCS #Whatsapp

Highlights:

00:00 Game Start

00:28 Uku's Introduction

04:29 Uku's Value

06:27 Messente's Value Prop

09:20 Messaging Platforms

11:27 The Messente Platform

15:41 Engagement Rate

21:12 Case Study

24:44 CEO Key Learnings

26:43 Book Suggestion

27:41 Contact Details

28:53 Golden Nuggets

and much more

Uku's Contact Details:

https://www.linkedin.com/in/ukutomikas/

https://messente.com/

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Michael Lewrick

LinkedIn Headline: Bestselling Author | Speaker | Senior Advisor | Trainer

Highlights:

00:00 Game Start

01:16 Michael's Introduction

02:19 Michael's Values

03:23 His passion for design thinking

05:13 Why 4 books?

08:00 Defining Design Thinking

11:50 Exploiting the power of Design Thinking

13:27 Leveraging Design Thinking in private life

16:17 Design Thinking Toolkit

18:55 Design thinking for business growth

21:07 A real example

23:32 Design thinking and innovation metrics

27:11 AI to measure innovation

29:10 The Future

30:14 Book Suggestion

31:28 Contact Details

31:51 Golden Nugget

and much more

Michael's Contact Details:https://www.linkedin.com/in/michael-lewrick/link to the design thinking book brandstore: https://amzn.to/3Wd8ztc

ABOUT ME:https://www.cxgoalkeeper.com

SUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Melanie Mingas

LinkedIn Headline: Editor-in-chief, CX Network, IQPC Digital

Highlights:

00:00 Game Start

00:34 Melanie's introduction

01:51 Melanie's Values

03:01 The Evolution of CX

05:57 Digital CX

12:39 Data

17:40 Conversational AI

21:06 Automation

23:30 Sustainability

27:16 The Impact on CX Professionals

31:29 The Future

33:46 Book Suggestion

35:43 Contact Details

36:09 Golden Nugget

and much more

Melanie's Contact Details:

Melanie.Mingas@iqpc.com

https://www.linkedin.com/in/melanie-mingas-8351b817/

https://www.linkedin.com/company/cx-network/

https://twitter.com/CX_Network

https://www.instagram.com/cx.network/

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The CX Goalkeeper had the great opportunity to interview Neal Topf

LinkedIn Headline: Customer Experience | Contact Center / Customer Care | Podcast

Highlights:

00:00 Game Start

00:49 Neal’s introduction

02:00 Neal’s values

04:23 Operations Transformation

09:44 cohesive and high performing teams

12:19 Speed, satisfaction and resolution

15:34 Prioritising CX

17:47 Innovation

21:03 Continuous Improvement

22:23 Leadership learnings

28:49 The Future

30:51 Book Suggestion

31:41 Contact Details

32:49 Golden Nugget

and much more

Neal's Contact Details:

https://www.linkedin.com/in/nealtopfcustomerexperience/

https://www.callzilla.cx/

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The CX Goalkeeper had the great opportunity to interview Sirte PihlajaLinkedIn Headline: CEO I CCXP I Trained LEGO® Serious Play® Facilitator I Global #1 BestSelling Author I Global Top 150 CX Expert I International Keynote I Board Member I CXPA Finland Lead I Championing CX in Caribbean, Europe & SE AsiaHighlights:00:00 Game Start00:38 Sirte's Introduction05:02 Sirte's Values09:19 Lego Serious Play LSP14:42 Flow16:00 The power of playing in Business18:11 Where to use it 21:34 Experiencing Lego Serious Play LSP23:53 The Role of Happyness26:18 Customer Experience Management benchmark29:04 The Future of CX31:57 Book Suggestion32:17 Books' Suggestion34:03 Contact Details35:02 Golden Nugget and much moreSirte's Contact Details:https://www.shirute.fi/enhttps://www.cxplay.fi/enhttps://www.Shirute.fi/CEMABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Neha Dutta

LinkedIn Headline: Award Winning Transformation Executive I Digital Client Success I Customer Experience I CHIEF Member

Highlights:

00:00 Game Start

00:35 Neha's Introduction

02:09 Neha's Values

04:19 Employee Experience

05:49 Key Components

09:18 Employee enablement

11:47 Keeping employees engaged

15:40 Best Practices

18:20 Generations Integration

20:52 Artificial Intelligence for employees

24:42 The Future

26.05 Book Suggestion

28:01 Contact Details

28:33 Neha's Golden Nugget

and much more https://www.cxgoalkeeeper.com/NehaDutta

Neha's Contact Details:

https://www.linkedin.com/in/neha-dutta-5303a18/

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Shaun McAndrew

LinkedIn Headline:

Highlights:

00:00 Game Start

00:34 Shaun's Introduction

02:50 Shaun's Value

03:51 B2B satisfaction shocking satisfaction scores

06:49 Customer Centricity in B2B

09:04 Service Design

12:44 Customer Needs

16:11 Streamlining Processes

20:05 Enhancing Service Quality

22:38 Creating an offering journey

24:46 Best Practices

26:43 Breaking Silos

29:45 Learnings

31:36 The Future

32:49 Book Suggestion

33:57 Contact Details

34:15 Golden Nugget

and much more

Shaun's Contact Details:

shaun at theservicedesigngroup.com

https://www.linkedin.com/in/shaunmcandrew/

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Dr. Natalie Petouhoff

LinkedIn Headline: WSJ Best Selling Author, Speaker, Board Member, Expert In Residence, Strategist in AI, CX and EX

Highlights:

00:00 Game Start

00:58 Natalie's introduction and values

04:17 Definition of Empathy

08:28 Empathy in Action equation

14:07 5th Industrial Revolution

18:26 Customers and Employees are not on the balance sheet

21:27 Applying Empathy In Action

23:52 Getting a Common Understanding

29:08 Where to start

31:20 Measuring progress

34:42 The Future Question

36:51 Contact Details

37:59 Natalie's Golden Nugget

and much more on https://www.cxgoalkeeper.com/NataliePetouhoff

Natalie's book - Empathy In Action - is available on Amazon https://www.amazon.com/gp/product/1646870433/

Natalie's Contact Details:

https://www.drnatalienews.com/

https://www.linkedin.com/in/drnataliepetouhoff/

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

Empathy In Action: How to Deliver Great Customer Experiences at Scale

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The CX Goalkeeper had the great opportunity to interview Cristian Grossmann

LinkedIn Headline: CEO at Beekeeper || 👷🏽‍♂️The Frontline Success System👷🏻‍♀️

Highlights:

00:00 Game Start

00:57 Cris Grossmann's introduction

01:23 Cris Grossmann's values

02:21 Beekeeper

03:45 The Frontline workers

05:37 Their role in society

06:43 The needs of Frontline workers

08:46 The hotel story

12:44 Digitalization and Frontline workers

14:46 An engagement tool

16:58 The frontline experience

20:38 The Future

21:50 Book Suggestion

22:47 Contact details

and much more on https://www.cxgoalkeeper.com/CristianGrossmann

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Greg Melia

LinkedIn Headline: CEO at Customer Experience Professionals Association (CXPA)

Highlights:

00:00 Game Start

00:38 Greg Melia's Introduction

02:58 Greg Melia's Value

04:18 The roots of the CXPA

07:43 Focusing on the Customer and not on definitions

11.02 Connecting with the outside world

16:09 Purpose led companies

18:26 Culture

20:40 CX Day

24:23 The Future of CX

27:36 Contact Details

29:28 Greg's Golden Nugget

and much more on https://www.cxgoalkeeper.com/GregMelia

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Nick Lygo-BakerAre You Listening To The Whole Picture with Nick Lygo-Baker - E122 from Customer Experience 3 by Writing MattersLinkedIn Headline: CX Strategy and Transformation - Chief Customer Experience Officer. Fine Tuning Customer and Employee Experience to Drive Business Performance Improvement. #CXMechanicHighlights:00:00 Game Start00:40 Nick's introduction01:43 Nick's values02:34 Listening to customers05:31 Every customer is different07:32 Five voices12:52 Voice of the Market14:52 Voice of The Customers - Best practices17:50 Voice of The Employees - Best practices24:34 Bringing all the pieces together28:40 The Future33:28 Book Suggestion34:50 Golden Nuggetand much more on https://www.cxgoalkeeper.com/NickLygoBakerABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership

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Unlocking the ROI of CX - Making its Business Case

The CX Goalkeeper had the great opportunity to interview Jessica Noble

Highlights:

00:00 Game Start

01:06 Jessica's Introduction

02:57 Jessica's Values

03:56 Profit Margins

05:39 Return On Investment ROI

06:46 How to quantify it

9:36 Heroes vs. It depends

11:25 Too many options

15:24 A good example

16:52 It's not possible to measure everything

21:45 Communication

26:13 Future

29:02 Book Suggestion

31:19 Jessica's Golden Nugget

and much more on https://www.cxgoalkeeper.com/JessicaNoble

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Faran Niaz

Highlights:

00:00 Game Start

01:12 Faran's introduction

02:15 Faran's values

04:12 Return On Investment

08:04 Return On Experiences

09:59 Leadership Experience

17:45 Measuring it

25:52 Communicating within the company

32:39 The Future

35:57 Book Suggestion

37:11 Contact Details

37:52 Faran's Golden Nugget

and much more on https://www.cxgoalkeeper.com/FaranNiaz3

ABOUT ME:https://www.cxgoalkeeper.com

SUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Hrushi KulkarniLinkedIn Headline: XM Scientist | ex-CXPA Regional Council Member | CXAD (Dip) | Certified CX Practitioner | Storyteller | Speaker | Trainer | MBAHighlights:00:00 Game Start00:35 Hrushi's introduction02:23 Hrushi's values03:12 Why is ROI important?05:09 How to quantify ROI?09:30 It's not always about money12:21 Proving the importance of CX13:16 Communicating the value16:04 Collaboration19:28 How to get the "GO"24:14 The future26:11 Book Suggestion27:21 Contact Details27:57 Hrushi Golden Nuggetand much more on https://www.cxgoalkeeper.com/HrushiKulkarniABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #returnoninvestment #transformation

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The CX Goalkeeper had the great opportunity to interview Lee HoughtonLinkedIn Headline: Empowering Senior Leaders To Improve Their Business Performance And People Engagement!! | Transitioning Change Teams From Just Surviving To Thriving | Host Of Business Problems Solved Podcast!Highlights:00:00 Game Start00:36 Lee's introduction01:29 Lee's Values04:40 Agility09:24 Leveraging Agility16:33 Learning18:01 Downside of Agility23:51 The starting point27:06 Giving the best31:23 The Future34:04 Book Suggestion35:19 Contact Details36:11 Golden Nugget and much more on https://www.cxgoalkeeper.com/LeeHoughtonABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Bill Price and David Jaffe

Bill's LinkedIn Headline: President, Driva Solutions; Co-Founder, LimeBridge; Chair, Global Operations Council; Advisor, CustomerThink.

David's LinkedIn Headline: Consulting Director and Partner in Limebridge Australia Co-author of The Best Service Is No Service

Highlights:

00:00 Game Start
00:25 Introductions
02:34 Bill's and David's values
07:00 Friction
09:04 No Service The Best Service
11:51 Interactions
15:06 The Value Irritant Matrix
20:01 Customer ecstasy
23:30 Measurements
28:11 Personalization
31:22 Cultural Aspects
35:31 The Future of CX
38:35 Books' suggestion
40:21 Contact Details
41:06 Golden Nuggets

and much more https://www.cxgoalkeeper.com/BillPrice-DavidJaffe

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Naeem Arif

LinkedIn Headline: “Customer Experience” 🏆 Business strategies that deliver an amazing #CX #Retail #Hospitality #BusinessCoach #Mastermind #MWIT22 @UnitedCarpets

Highlights:

00:00 Game Start

00:38 Naeem's introduction

04:03 Naeem's values

04:44 Agility in projects

06:52 Best practices

10:01 Leveraging agility

12:35 Downsides of agility

15:19 Where to start with agility

16:54 How to leverage agility

21:30 Different perspectives on the same topic

22:40 Working for a purpose

23:12 The future question

24:08 Book suggestion

25:11 Naeem's Golden Nugget

and much more ... https://www.cxgoalkeeper.com/NaeemArif2

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Olga Potaptseva

Highlights:

00:00 Game Start
00:37 Olga's introduction
05:42 Olga's values
07:32 Definition of agility
08:43 Agility and CX
11:04 Leveraging Agility
16:25 Prioritizing
19:38 Olga's Agile Framework
20:29 First steps in agility
22:22 Agility Benefits
22:49 CX Panda
25:10 Joining CX Panda
26:10 Supporting CX Panda
26:53 Need content
28:48 Why Panda? :)
30:18 The Future of CX
31:19 Book Suggestion
32:35 Contact Details
32:54 Golden Nugget

and much more on: https://www.cxgoalkeeper.com/OlgaPotaptseva

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Sergio Rossini

LinkedIn Headline: Sales, Marketing & CX Director presso Sagres ®

Highlights:

00:00 Game Start

00:36 Sergio's Introduction

02:59 Sergio's Value

04:18 The playing field of CX professionals

09:08 Executive Support - HowTo!

14:41 Getting Things Done on a strategic level

23:06 Listening To Customers and Their Emotions

31:22 The Future of CX

33:53 Book Suggestion

34:27 Contact Details

34:41 Golden Nugget

and much more on https://www.cxgoalkeeper.com/SergioRossini

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Mark Slatin

LinkedIn Headline: Empowering mid-size financial service leaders to turn indifferent customers into loyal fans

Highlights:

00:00 Game Start
00:36 Mark's introduction
02:47 Mark's values
04:34 The global CX field
07:17 The biggest challenges that CX leaders are facing
09:37 Cultural Change
12:50 Support from the Top Mgmt
15:40 Employee Engagement
19:13 Breaking Silos
22:33 Meeting in a box
30:28 The future of CX
35:06 Book Suggestion
36:06 Contact Details
36:45 Mark's Golden Nugget

and much more on https://www.cxgoalkeeper.com/MarkSlatin

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Steven Van Belleghem

LinkedIn Headline: Customer Experience Enthusiast! Global keynote speaker - bestselling author - Entrepreneur

Highlights:

00:00 Game Start
00:45 Steven's Introduction
03:23 Steven's Value
05:18 What what is your definition of the metaverse?
08:30 Web3 and the Metaverse
13:04 Steven's experiences in the metaverse
15:00 Steven's worst experience in the metaverse
16:43 What are possible use cases in the metaverse in the short term?
20:32 What are the biggest threats now in the metaverse?
23:11 Some people spend a lot of time there
24:50 The impact of the Metaverse on CX
26:34 How is the metaverse impacting our lives on 2030?
30:05 Book suggestion
30:44 Contact Details
31:11 Golden Nugget

and much more on www.cxogoalkeeper.com/Metaverse3

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Anna Noakes Schulze

LinkedIn Headline: Head of Community Experience @TheNTWK | Keynote Speaker | Bestselling CX Author | Top CX Influencer for 2022

Highlights:

00:00 Game Start
00:45 Anna's Introduction
2:00 Anna's Value
02:27 The Definition of the Metaverse
05:13 Web3 and Metaverse
7:59 Is the Metaverse still empty?
12:10 Use Cases in the Metaverse
22:26 How does CX need to adapt in the metaverse?
33:32 what should companies do to move into this world?
37:07 How is the metaverse impacting our life in 2030?
40:30 Book suggestion
43:30 Contact Details
44:27 Golden Nugget

and much more on www.cxgoalkeeper.com/Metaverse2

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview

Pasquale Borriello

LinkedIn Headline: CEO Arkage 🚀 Nüborn + W-mind + Acquisition Team 🧠 Italian CXPA Network 🎙 Engage.it Money.it #IlBernoccolo

Andrea Ciulu

LinkedIn Headline: 🔶Head of Creative Strategy @ Arkage

Highlights:

00:00 Game Start
01:06 Pasquale Borriello & Andrea's Introduction and Values
04:48 The definition of Metaverse
07:30 What we should expect from the Metaverse
14:17 The Metaverse Use Cases
19:04 What to do in future in the Metaverse
24:43 Web3, Metaverse and decentralization
28:59 The Metaverse in 10 years from now...
32:05 Book suggestion
34:44 Contact Details
36:13 Golden Nuggets

and much more on https://www.cxgoalkeeper.com/Arkage

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview James Dodkins

LinkedIn Headline: Customer Experience Rockstar 🤘 | CX Evangelist @ PEGA 🦄 | International Keynote Speaker 🌍 |

Highlights:

00:00 Game Start
00:38 James' introduction
01:54 James' values
02:58 Customer Machine
04:17 Best Practices
06:13 A time question
13:12 Four main type of customer company interactions
15:35 Empathy among machines?
17:12 How to prepare for the future
20:31 James' preferred example for a customer machine
22:08 The future of CX
23:05 Book Suggestion
23:55 James Contact Details
24:06 James' Golden Nugget

and much more on https://www.cxgoalkeeper.com/JamesDodkins2

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Francesco Brenna

LinkedIn Headline: Senior Partner & VP at IBM Consulting. AI & Analytics Leader EMEA. Global Leader Azure Data & AI

Highlights:

00:00 Game Start

00:39 Francesco's Introduction

02:32 Francesco's values

03:56 The acceleration of digital transformation

06:42 The "burning" topics

08:14 A lot of talking, but...

11:03 Agility - Business Agility and not only IT agility

13:31 Data, data and data

16:03 The skills war

19:05 The people leader suggestions

22:40 A great solution delivered

25:00 General purpose AI

28:21 The future

31:10 Book Suggestion

32.06 Contact Details

32:30 Francesco's Golden Nugget

and much more on https://www.cxgoalkeeper.com/FrancescoBrenna

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Dr. Janelle Barlow

LinkedIn Headline: Founder, A Complaint Is a Gift

Highlights:

00:00 Game Start

01:18 Janelle's career highlights

02:50 Janelle's values

04:37 how do you define a complaint?

07:24 Legitimate complaints

10:30 Feedback

12:41 Reducing complaints to zero. does it make sense?

15:22 Skills required to handle complaints

17:30 Physical and digital complaints handling

25:55 The Future of Complaints

27:47 Janelle's book suggestion

29:33 Janelle's contact details

30:38 Janelle's Golden Nugget

and much more on https://www.cxgoalkeeper.com/JanelleBarlow

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Ivo Yorgov

LinkedIn Headline: Managing Director at GemSeek

Highlights:

00:00 Game Start

01:10 Ivo's Introduction

02:46 Ivo's values

05:16 Ivo's book: The New Customer Experience Management

09:22 Proactive and personalized framework philosophy

14:09 Co-creation

16:35 Examples of great CX

21:29 ideal profile of a productive company.

23:46 The future of CX

25:55 Book Suggestion

27:19 Ivo's Golden Nugget

and much more on https://www.cxgoalkeeper.com/IvoYorgov

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

cxgoalkeeper #customerexperience #podcast #leadership

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CX Goalkeeper had the great opportunity to interview Alec Dalton

LinkedIn Headline: At Your Service ... Service Operations Consultant | Best-Selling Author | "Top 20 Hospitality Executives to Watch in 2022"

Highlights:

00:00 Game Start

00:36 Alec's Introduction

03:29 Alec's Values

05:08 What's the status of customer experience in hospitality?

11:09 Best practices

12:52 It's not rocket science

15:57 Alec's best experience during his last trip

19:44 Common mistakes to avoid

23:25 Quality Management

27:16 How will hospitality evolve

30:15 The future of CX

32:31 Alec's book suggestion

33:49 Alec's contact details

34:09 Alec's Golden Nugget

and much more on https://www.cxgoalkeeper.com/AlecDalton

hospitality #cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Deirdre Martin

Highlights:

00:00 Game Start

00:33 Deirdre's introduction

01:21 Deirdre's values

03:04 Banding definition

07:13 Why is branding so important?

12:24 Preferred examples

19:24 Where to start

21:34 what was the impact of COVID-19 to branding?

24:04 which are the biggest mistakes that companies are doing in relation to branding

26:23 In 10 years time from now, what we're discussing about in relation to customer experience

28:52 Deirdre's book suggestion

30:39 Deirdre's contact details

31:01 Deirdre's golden nugget

and much more on https://www.cxgoalkeeper.com/DeirdreMartin

cxgoalkeeper #customerexperience #podcast #leadership #branding

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The CX Goalkeeper had the great opportunity to interview Anand Janefalkar

LinkedIn Headline: Founder & CEO at UJET

Highlights:

00:00 Game Start

00:53 Anand's intro

02:23 Anand's values

04:55 UJET.cx

11:07 human interaction has evolved. So Should your contact centre

12:44 Proactive Services

16:11 The role of Cloud

23:35 The Future of CX

25:58 Anand's book suggestion

27:17 Anand's contact details

27:29 Anand's Golden Nugget

and much more on https://www.cxgoalkeeper.com/ujet

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Joe Pine

LinkedIn Headline: Speaker, management advisor, and author of such books as The Experience Economy, Infinite Possibility, Authenticity, and Mass Customization.

Highlights:

The progression of the economic value
Mass Customization
Measuring memorabilities
The future of CX
Joe's Golden Nugget

and much more on https://www.cxgoalkeeper.com/JoePine

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The CX Goalkeeper had the great opportunity to interview Colin Shaw

LinkedIn Headline: Global Influencer in Customer Experience & Marketing | Financial Times Award For Leading Consultancy For Last 4 Years | Host of 'The Intuitive Customer' in Top 5% | Best-selling Author x 7 | Conference Speaker

Highlights:

00:00 Game Start

00:51 Colin's introduction

06:19 Colin's values

08:31 The customer satisfaction index

09:56 No single silver bullet in customer experience

11:04 Customer Science

15:29 Data

21:49 Behavioral science

31:08 Artificial Intelligence

35:44 An example: Apple

37:19 The Future of CX

38:40 Colin's book suggestion

40:04 Colin's contact details

41:08 Colin's Golden Nugget

and much more on https://www.cxgoalkeeper.com/ColinShaw

cxgoalkeeper #customerexperience #podcast #leadership

artificialintelligence #data #customerscience #behaviouralscience

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The CX Goalkeeper had the great opportunity to interview Zhecho Dobrev

LinkedIn Headline: Author | Customer Experience and Behavior Science Consultant & Trainer

Highlights:

00:00 Game Start
00:37 Zhecho's introduction
01:56 His values
04:16 Where does the idea of writing such a book come from?
07:39 why did you decide to write about emotions?
09:51 The emotional signature
16:41 Where should companies start if they need to care about emotions?
18:51 Restructuring surveys to cover also emotions
21:37 What should business do from a strategical point of view?
22:19 Seven business practices for an emotional connection
23:02 The most remarkable example
25:27 Customer Science
29:29 The future of Customer Experience
31:37 Zhecho book suggestion
32:21 His contact details
32:55 Zhecho's Golden Nugget

and much more on https://www.cxgoalkeeper.com/ZhechoDobrev

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Bill Staikos

LinkedIn Headline:

Highlights:

00:00 Game Start

00:33 Bill's introduction

03:51 Bill's value

06:15 What is the intersection between Customer Experience and Employee Experience?

09:21 Why is this intersection getting more and more important?

14:05 Experience design, insights & Culture

16:11 How to leverage insights to improve this intersection

20:37 what are the key elements on experience design?

23:59 what are the most important points to nurture a positive genuine culture?

27:39 Some examples

29:23 The future of CX

32:46 Book suggestion

34:05 Contact Details

34:42 Bill's Golden Nugget

and much more: www.cxgoalkeeper.com/BillStaikos

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Timothy Hughes

LinkedIn Headline: Should have Played Quidditch for England

Highlights:

00:00 Game Start

00:45 Timothy's introduction

02:00 Timothy's values

03:31 which changes have taken places over the last few months in relation to digital and customer experience?

10:04 How do you define social selling in the right way?

17:23 Customer Experiences from Tim's point of view

20:28 How to differentiate between SPAM and social selling

26:09 The future of CX

28:07 Book suggestion

29:22 Contact details

30.05 Tim's Golden Nugget

and much more...

Thank you, Tim.

cxgoalkeeper #customerexperience #podcast #leadership #socialselling

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The CX Goalkeeper had the great opportunity to interview Carsten Ley

LinkedIn Headline: OKR | Project | Agile & Experience Consultant | Keynote Speaker for Engagement & Getting things done

Highlights:

00: Game Start
00:29 Carsten's Introduction
01:28 Carsten's Values
01:59 OKR Definition
04:27 from KPIs to OKRs
11:15 Starting with OKRs
14:31 ORK with an A at the end "Actions"
17:49 How is it possible to steer, measure and ensure that the results get really achieved?
21:08 The right culture
23:25 OKR in Customer Experience
27:18 The future of CX
28:42 Book Recommendation
29:14 Contact Details
29:29 Carsten's Golden Nugget

and much more

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Adam Toporek

LinkedIn Headline: Helping organizations win with experience! ► Customer Service Expert ✪ Keynote Speaker ✪ Trainer ✪ Strategic Advisor

Highlights:

00:00 Game Start
00:50 Adam's introduction
03:09 Which values drive you in life?
04:24 it's never too late to win with CX
07:35 how do you define defense and attack in customer service?
09:38 how is it possible to prevent hassle for customers?
14:02 employee empowerment
19:08 3S Process and the CATER Process
22:52 Employees remuneration
26:13 The Future of CX
28:32 Adam's book suggestion
29:35 Adam's contact details
30:01 Adam's Golden Nugget

and much more

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Ilenia Vidili

LinkedIn Headline: Customer Centricity Advisor | Author of Journey to Centricity | Keynote Speaker

Highlights:

00:00 Game Start

00:32 Ilenia's Introduction

02:27 Ilenia's Values

04:22 Where does the idea from your book come from?

07:15 The balance between maximizing profit and humanizing business

11:51 Purpose & how can companies reshape their purpose to pursue customer centricity

17:41 Empathy

22:11 Is it possible to train empathy?

24:33 Trust

28:44 Ilenia's biggest learning from the book

29:34 The future of Customer Experience

30:48 Ilenia's book suggestion

31:17 Ilenia's contact details

31:47 Ilenia's Golden Nugget

and much more on https://www.cxgoalkeeper.com/IleniaVidili

journeytocentricity #cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Rebecca Brown

LinkedIn Headline: Award-Winning Customer Experience Consultant | Anti-bullying Advocate | Keynote Speaker | Feature Writer |

Highlights:

00:00 Game Start

00:32 Rebecca's introduction

03:10 Rebecca's values

04:21 What's your understanding of diversity and inclusion in customer experience?

06:13 Are people only speaking about it, or are also applying the lesson that we can learn from diversity and inclusion?

09:02 What is the value added of diversity and inclusion?

13:14 Who is the owner of diversity & inclusion?

15:25 how could we measure the improvement in this area?

18:34 do you have a good example that you say this is nowadays best in practice in diversity and integration?

20:35 how can I contribute to D&I on a daily basis?

23:31 The future of CX

25:23 Rebecca's book suggestion

27:10 Rebecca's contact details

27:29 Rebecca's Golden Nugget

and much more on: https://www.cxgoalkeeper.com/RebeccaBrown

customerexperience #cxgoalkeeper #podcast #leadership #diversity #inclusion

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The CX Goalkeeper had the great opportunity to interview Jonathan Daniels

LinkedIn Headline: Leading Customer Centric Transformations.

Highlights:

00:00 Game Start

00:36 Jonathan's introduction

03:14 Jonathan's value

04:45 Where did where did the idea of a CX Centric Maturity Assessment come from?

08:34 How is it structured?

11:26 why it's important to understand where we are (the as-is situation)?

16:51 Is it possible to excel in some of these 8 categories? Or is it better to improve all at the same time?

18:32 The future of CX

20:43 Book Suggestion

22:09 Contact details

23:49 Jonathan's Golden Nugget

more on: www.cxgoalkeeper.com/JonathanDaniels2

customerexperience on: www.cxgoalkeeper.com/JonathanDaniels2

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The CX Goalkeeper had the great opportunity to interview Mandisa Makubalo

LinkedIn Headline: Founder & Principal Practitioner at Unlimited Experiences SA

Highlights:

00:00 Game Start

00:46 Mandisa's introduction

01:48 Mandisa's value

02:55 The idea of the article "5 Steps On How To Set Up Your CX Business Unit"

05:59 Overview of the article "5 Steps On How To Set Up Your CX Business Unit"

07:17 The 4 tips

10:51 The meaning of Design for Value

14:38 The 5 steps described in "5 Steps On How To Set Up Your CX Business Unit"

25:52 The masterplan

28:42 The future of CX

30:36 Mandisa's book suggestion

32:35 Mandisa's contact details

33:37 Mandisa's Golden Nugget

and much more https://www.cxgoalkeeper.com/MandisaMakubalo

Thank you, Mandisa.

cxgoalkeeper #customerexperience #podcast #leadership

View Details

The CX Goalkeeper had the great opportunity to interview Ricky Harris

LinkedIn Headline: Chartered Institute of Customer Management, Call Centre, Customer Services Master classes

Highlights:

00:00 Game Start
00:32 Ricky's introduction
03:34 Ricky's values
05:26 The CX landscape in South Africa
7:36 What can we learn from South Africa
12:49 The role of the Chartered Institute of customer management
19:19 Continuous Education & the most requested skills
21:36 The future question (CX in 10 years)
26:29 Ricky's book suggestion
31:28 Ricky's contact details
32:39 Ricky's golden nugget

and much more on https://www.cxogoalkeeper.com/RickyHarris

cxgoalkeeper #customerexperience #podcast #leadership

View Details

The CX Goalkeeper had the great opportunity to interview Dennis Snow

LinkedIn Headline: Customer Service Keynote Speaker, Consultant, and Author

Highlights:

00:00 Game Start

00:30 Dennis' introduction

03:31 Dennis' values

05:19 Disney, what are the key ingredients to be so successful in this magic world?

09:30 Disney is offering a great experience But let's quite expensive...

13:38 People want always to come back

14:47 How is it possible that cast members are always so friendly?

18:56 Onstage and backstage.

21:23 What can companies learn from Disney?

25:50 Talking about CX: what are we going to discuss about in 10 years?

28:24 Dennis' book suggestion

30:08 Dennis' Contact details

32:03 Dennis' Golden Nugget

and much more on https://www.cxgoalkeeper.com/DennisSnow

Guest's Contact Details:

dennis AT snowassociates DOT com

https://www.linkedin.com/in/dennissnow/

https://www.snowassociates.com

#customerexperience #podcast #leadership #cxgoalkeeper

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The CX Goalkeeper had the great opportunity to interview Marianne Rutz

LinkedIn Headline: We're the Experts in Helping Fast-Growth SMEs Transform Their Call Centre Operations into Powerhouse Profit Centres | Podcaster | Speaker

Highlights:

00:00 Game Start
01:01 Marianne's Introduction
03:44 Marianne's Values
06:12 Operational Excellence Definition
08:11 Are companies good enough?
13:52 Do you have enough people?
15:53 Quality Assurance
19:57 Measurement
24:54 The best short term measure to improve
27:14 The future of Operational Excellence
29:18 Book suggestion
30:41 Contact Details
32:00 Marianne's golden nugget

and much more on https://www.cxgoalkeeper.com/mariannerutz

Marianne's Contact Details:

https://www.linkedin.com/in/marianne-rutz/
https://rutzconsulting.com/

View Details

The CX Goalkeeper had the great opportunity to interview Annette Franz

LinkedIn Headline: Coach | Keynote Speaker | Author | Putting the "Customer" in Customer Experience

Highlights:

00:00 Game Start
01:25: Annette Franz’s Introduction
02:42 Annette Franz’s Values
03:51 Where did the idea of the new book come from?
05:25 The 10 principles in the book
06:57 which principle did you enjoy writing the most?
09:29 which principle is the most undervalued rated?
12:53 the principle you forgot
16:11 which principle was for you the most difficult to write about?
17:13 which principle did you wrote as the first one?
18:11 What is for you the most important message out of out of the first chapter? (Culture)
19:41 What's the key message out of the second one leadership?
20:17 What's the key message out of the third chapter?
21:09 The future question (CX in 10 years)
23:39 Annette's contact details
24:20 Her book suggestion
24:54 Annette's golden nugget

and much more on https://www.cxgoalkeeper.com/AnnetteFranz2

Annette's Contact Details:

https://www.annettefranz.com
https://cx-journey.com
https://www.linkedin.com/in/annette-franz/

cxgoalkeeper #customerexperience #podcast #leadership #winningonpurpose

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The CX Goalkeeper had the great opportunity to interview Adrian Brady-Cesana

LinkedIn Headliner: Customer Experience Executive, Author of The Four CX Pillars & Host of The CXChronicles Podcast

Highlights:

00:00 Game Start

00:38 Adrian’s introduction

2:36: CX Chronicles

05:53 Adrian’s Values

11:04 The Team

18:43 The tools

25:12 The Processes

32:32 The Feedback

38:09 Adrian’s book suggestion

40:03 Adrian’s contact details

40:42 Adrian’s Golden Nugget

and much more on: www.cxgoalkeeper.com/AdrianBradyCesana

Adrian's Contact Details:

https://www.linkedin.com/in/adrianbradycesana/
www.cxchronicles.com
Adrian at CX chronicles.com
Adrian's book: The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook https://www.amazon.com/gp/product/B086BJ6N6R/ref=dbs_a_def_rwt_bibl_vppi_i0

Thank you, Adrian.

cxgoalkeeper #customerexperience #podcast #leadership

The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook

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The CX Goalkeeper had the great opportunity to interview Bruno Guimarães

Highlights:

00:00 Game Start

00:56 Bruno’s Introduction

03:25 Bruno’s Values

08:07 The phygital customer

15:13 The best out of the mix: digital & physical

18:30 What's your view now that we are speaking about Web 3.0 Virtual Reality augmented reality?

21:49 which is your preferred phygital experience?

26:41 Talking about Phigital Experiences: what are we going to discuss about in 10 years?

30:48 Bruno’s book suggestion

32:47 Bruno’s contact details

33:33 Amigos do CX

34:08 Bruno’s Golden Nugget

36:20 End of the Game

and much more on: www.cxgoalkeeper.com/brunoguimaraes

Bruno's Contact Details:

https://www.linkedin.com/in/brunorguimaraes/
https://www.amigosdocx.com.br/
https://www.linkedin.com/company/amigos-do-cx/

Thank you, Bruno.

cxgoalkeeper #customerexperience #podcast #leadership

View Details

The CX Goalkeeper had the great opportunity to interview Maxie Schmidt

LinkedIn Headline: Vice President, Principal Analyst | Author | Keynote Speaker | Inspiring and Supporting Customer Experience Professionals

Highlights:

00:00 Game Start
00:39 Maxie's Introduction
03:20 Maxie's Values
04:30 The broader CX landscape (Value,
07:28 Value for Customers
12:45 Different Value perception
14:37 How to measure the value created
16:52 How can we maximize the value for customers?
22:14 Best in class examples
24:38 additional best in class example related to customers' needs
26:40 What we are discussing in 10 years from now about CX
28:45 Maxie's Book Suggestion
30:30 Maxie's Contact Details
31:08 Maxie's Golden Nugget

and much more on www.cxgoalkeeper.com/MaxieSchimidt

Maxie's Contact Details:

https://www.linkedin.com/in/maxieschmidt/
m schmidt at forrester dot com

Thank you, Maxie!

cxgoalkeeper #customerexperience #podcast #leadership

forrester #value

View Details

The CX Goalkeeper had the great opportunity to interview Miles C. Thomas

LinkedIn Headline: Chief Experience Officer - Creating Customer Centric Companies -Global customer service & experience leader - Contributing author CX3 - Chair of CX Judges - Top CX Influencer 2021/22

Highlights:

00:00 Game Start
01:18 Miles' Introduction
02:28 Miles' Values
04:10 Holistic Experiences
05:10 The Holistic Experiences Model: CX Strategy, Leadership & Culture, Customer Intelligence, Employee Empowerment & Experiences and Service Experience
09:35 Assessment & Next steps
10:40 The biggest potential is in Customer Intelligence
11:25 The defining of a great Service Experience
13:55 The Role of Employees
15:20 Leadership & Culture - Servant Leadership
17:00 What does happen after the assessment of the 5 pillars?
19:22 What we are discussion about CX in 10 years?
21:55 Miles' book suggestion
22:30 Miles' contact details
23:05 Miles' Golden Nugget

and much more... www.cxgoalkeeper,com/MilesCThomas2

His Contact Details:

https://www.linkedin.com/in/milesct/
https://www.customerstart.com/

Thank you, Miles!

cxgoalkeeper #customerexperience #podcast #leadership

View Details

The CX Goalkeeper had the great opportunity to interview Dennis Wakabayashi

LinkedIn Headline: Global Voice of #CX | Connector of people and resources to transform business | Digital Marketing Instructor | Author | Industry MC and Keynote Speaker

Highlights:

00:00 Game Start

00:24 Dennis' introduction

01:00 Dennis' values

02:30 My family

05:00 My passion for soccer

07:30 The role of the goalkeeper

10:15 The collaboration with guests & the related preparation

13:10 The investment & the related reward - celebrating the CX community

17:10 The 3 podcasts that really stand-out among the first 80 episodes

Faran Niaz - the most number of downloads

Claude Silver - the most number of feedbacks

The next podcast

22:40 The highlights of my career

22:08 Dennis' conclusion

30:00 Dennis' contact details

31:22 Dennis' Golden Nugget

… and much more on www.cxgoalkeeper.com/DennisWakabayashi

Dennis' Contact Details:

www.denniswakabayashi.com

Thank you Dennis

customerexperience #cxgoalkeeper #podcast #leadership

View Details

The CX Goalkeeper had the great opportunity to interview Sandra Thompson

Highlights:

00:00 Game Start

00:55 Sandra's Introduction

02:10 CX3

03:25 Sandra's Values

06:00 Definition of Emotional Intelligence (EI)

08:35 Sandra's preferred two components of EI

10:50 The most difficult competency to explain

13:05 The most underrated competencies

14:35 The place of emotions in business

22:05 Link among emotions, employee experience and loyalty

28:50 What are we going to discuss in 10 years related to EI in employee experience

31:40 Sandra's Book Suggestion

32:55 Sandra's Contact Details

33:45 Sandra's Golden Nugget

… and much more on www.cxgoalkeeper.com/SandraThompson

Sandra's Contact Details:

https://www.linkedin.com/in/cxeisandra/

https://www.eievolution.com/

Thank you, Sandra!

cxgoalkeeper #customerexperience #podcast #leadership #emptionalintelligence #eievolution

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The CX Goalkeeper had the great opportunity to interview Rick Denton

LinkedIn Headline: Customer Experience Transformation | 🎤Podcast Host - CX Passport🎧 | Keynote Speaker | I believe the best meals are served outside & require a passport

Highlights:

00:00 Game Start

00:30 Rick's introduction

03:00 Rick's Values

05:40 What is changing and what is not changing in CX

08:25 Total Voice of Customers

17:40 Your Frontline knows your customers better than you

21:25 The COVID excuse

24:20 The Future of CX in 10 years

28:14 Book Suggestion

29:40 Contact details

30:40 Rick Golden Nugget

and more on: www.cxgoalkeeper.com/RickDenton

Rick's Contact Details:

https://www.linkedin.com/in/rickdenton/

https://www.ex4cx.com

www.totalvoc.com

www.cxpassport.com

Thank you, Rick.

cxgoalkeeper #customerexperience #podcast #leadership #cxpassport #totalvoc

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The CX Goalkeeper had the great opportunity to interview Jill Raff

LinkedIn Headline: Expert Insights Turning Employees Into Advocates and Customer Magnets Consultant, Speaker, Show Host, Author, CEO/Founder of Jill Raff Group, LLC

Highlights:

00:00 Game Start
01:00 Jill's introduction
05:00 Jill's values
06:19 EX2CX definition
8:03 the importance of employee experience
10:15 Inside-Out Methodology
18:03 The 3 "Es" plus one E
23:15 Jill's Definition of Employee Experience
25:10 What are we discussing in Employee Experience in 10 years from now?
27:09 Employees: Partners and not "being depending"
28:15 Jill's contact details
30:28 Jill's book suggestion
31.59 Jill's Golden Nugget
33:25 Game End

… more on: www.cxgoalkeeper.com/jillraff

Jill's Contact Details:

-https://www.jillraff.com/

https://www.linkedin.com/in/ex2cx-expert/
https://www.youtube.com/channel/UC5Zr7Espyc1cM08zXwKmxiA

Thank you, Jill.

customerexperience #employeeexperience #cxgoalkeeper #podcast #leadership #ex2cx

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The CX Goalkeeper had the great opportunity to interview Rick DeLisi

LinkedIn Headline: Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World" and "The Effortless Experience"

Highlights:

00:00 Game Start
00:56 Rick's Introduction
02:13 The Effortless Experience & experience engineering
06:40 Rick's Values
08:10 The weakness of book "the effortless experience"
11:40 Automation, Collaboration & Communication
16:05 The importance of talking to a customer service agent
20:40 The combination of technology and psychology
21:42: The evolution of customer service
23:40 what we are going to discuss in 10 years time about CX
25:19 Is the effortless experience the perfect one?
27:57 The Digital Customer Service Book
28:40 Rick's Contact Details
29:27 Rick's Book Suggestion
31:20 Rick's Golden Nugget

… and much more

more on: www.cxgoalkeeper.com/RickDeLisi

Guest's Contact Details:

https://www.linkedin.com/in/rick-delisi-1122257/

Thank you, Rick.

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Ozkan Demir.

LinkedIn Headline: Chief Executive Officer - Pisano

Highlights:

00:00 Game Start
00:50 Ozkan's Introduction
02:20 Ozkan's Values
04:30 His view of the CX landscape "The Total Experience"
06:49 Key ingredients for such a great success story
13:03 What are customers asking to Pisano?
15:11 The role of the team and some insights to nurture it
20:20 Coach or teammate?
20:50 What we are discussing in 10 years about Customer Experience?
25:33 Ozkan's contact details
28:28 Ozkan's "non" book suggestion
30:25 Ozkan's Golden Nugget

… and much more

find more on www.cxgoalkeeper.com/OzkanDemir

Guest's Contact Details:

https://www.linkedin.com/in/ozkanaykutdemir/
Pisano friends
https://twitter.com/ozkanaykutdemir

Thank you, Ozkan.

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The CX Goalkeeper had the great opportunity to interview Neil Skehel

LinkedIn Headline: MBA, CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM, (Customer Experience Magazine). NED The Future Shaper Media Company.

Highlights:

0:00 Game Start
1:30 Neil’s Introduction
2:30 Neils’ values
6:35 Key success ingredients of Awards International
13:30 The definition of success
16:30 The role of Neil
20:16 The role of a coach in football
21:00 Governance
22:25 Neil’s key learnings in leadership
28:02 Neil’s contact details
28:35 Book’s Suggestion
31:33 Neil’s Golden Nugget

… and much more

Neil's Contact Details:

https://www.linkedin.com/in/neilskehel/
https://awardsinternational.com/
https://cxm.co.uk/

for additional information: www.cxgoalkeeper.com/NeilSkehel2

Thank you, Neil.

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Claire Boscq

LinkedIn Headline: Turn People & Places into Prosperity using my BIZSHUI Method, blending Feng Shui Principles with Business & Personal needs

Highlights:

00:00 Game Start

01:15 The Book BIZSHUI 9 keys to Feng Shui your Business For Success

08:20 Employee Experience - the Hiring Circle

16:24 Tangible examples to improve the environment

21:03 The day challenge for me (and for you!)

23:15 Employee Development and Training

28:45 The importance of Listening

31:40 Claire contact details

2:30 Claire book suggestion

34:18 Golden Nugget

… and much more

Claire's Contact Details:

https://www.claireboscq.com/
https://www.linkedin.com/in/claireboscq/

more details: www.cxgoalkeeper.com/ClaireBoscq

Thank you, Claire!

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The CX Goalkeeper had the great opportunity to interview Claude Silver

LinkedIn Headline: Chief Heart Officer at VaynerMedia (CHRO)/Chief People Officer)

Highlights:

0:00 Game Start

00:45 Claude's Introduction

01:55 Claude's values

04:09 Claude ingredients for success

6:20 The Role of Human Being in Business

7:43 Claude's definition of her own success

10:00 Where to start with employee experience

14:04 Definition of Employee experience ("you are moving the ball down the field")

15:49 Scoring a goal alone it's not so funny as scoring them together

18:53 something Claude tried and didn't work

20:30 what we are speaking about in 10 years

21:15 Claude contact details

22:35 Claude book suggestions

23:29 Claude golden nugget

... and much more

Claude Contact Details:

https://www.claudesilver.com/
https://www.linkedin.com/in/casilver/

Claude's Podcast - Emotional Intelligence - stop here and subscribe her podcast!!!

https://podcasts.apple.com/us/podcast/emotional-optimism-living-in-the-silver-lining-podcast/id1441782924
https://open.spotify.com/show/3fAXOkGMiGKuYmsrJfrX5m

for more information: www.cxgoalkeeper.com/ClaudeSilver

Thank you, Claude.

cxgoalkeeper #customerexperience #podcast #leadership

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The CX Goalkeeper had the great opportunity to interview Ryo Zsun

LinkedIn Headline: The Culture Maestro at Zappos | Speaker | Company Culture | Customer Experience

Highlights:

00:00 Game Start

01:00 Ryo's introduction

02:30 Ryo's values

03:38 Why are you working for Zappos?

06:22 What motivate you and all the Zapponians to deliver WOW every day?

07:40 How you wow-ed your customers? (internal example)

10:08 The definition of Service Excellence

11:30 Customer Service examples

18:45 Why calling Zappos?

20:15 Is there a next level in service for Zappos?

22:41 The future of Customer Service

24:15 Book Suggestion

26:41 Ryo's contact details

27:45 Ryo's Golden Nugget

28:41 End of the Game

… and much more

all information on: www.cxgoalkeeper.com/RyoZsun

Ryo's Contact Details:

www.zappos.com

https://www.linkedin.com/in/ryozsun/

Ryo's Golden Nugget:

“…if I had to give you a thought to put in your mind, ask yourself… How will I Wow today?”

Thank you, Ryo.

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #zappos #wow

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The CX Goalkeeper had the great opportunity to interview Faran Niaz

LinkedIn Headline:

Highlights:

00:00 Introduction
01:01 Which is the last experience you remember? and why?
07:42 Which is the most human interaction with a company you have experienced?
12:58 Which is an interaction with a company which was perfectly supported by technology?
16:05 Which is one experience with a company you will never forget?
20:50 When was the last time you said “I want to talk with your supervisor / manager / CEO”?
25:18 closing

For additional information: www.cxgoalkeeper.com/FaranNiaz2

Faran Contact Details: https://www.linkedin.com/in/farann/

Thank you, Faran!

cxgoalkeeper #customerexperience #podcast #leadership

View Details

The CX Goalkeeper had the great opportunity to interview Alex Mead

LinkedIn Headline:

Chief Customer Service Experience Officer - Transforming omnichannel CX across contact centre, digital, social & physical channels - Leading teams which innovate across all customer activities - CRM, AI, Data, Analytics

Highlights:

0:00 Game Start

1:41 Alex's introduction

3:08 Alex's view on the CX landscape

6:20 Alex's two bad experiences

10:18 Definition of service excellence - the definition of EPIC service

13:10 The Role of CX Professional

17:15 The missing skills in the CX community

26:25 In 10 years time what we are speaking about in relation to Customer Experience and Customer Service Experience?

29:30 Alex's book suggestion

31:12 Alex contact details

31:30 Alex's Golden Nugget

32:39 Game End

For more details: www.cxgoalkeeper.com/AlexMead

Guest's Contact Details:

https://www.linkedin.com/in/alexmead/
alex maed at sky dot com

Thank you, Alex.

cxgoalkeeper #customerexperience #podcast #leadership

View Details

The CX Goalkeeper had the great opportunity to interview RON KAUFMAN

Ron's LinkedIn Headline:

New York Times Bestselling Author "UPLIFTING SERVICE" | Customer Experience & Service Culture Expert | Keynote Speaker

This discussion was split in 2 episodes. On April 4th, the first episode went live

Highlights:

00:00 Service Process & Service Perception

6:11 Measurement of service quality

9:35 The future of service ("A customer is anyone who is not me")

13:30 Book suggestion

15:50 Contact details

17:20 Ron's Golden Nugget

... and much more

Ron's Contact Details:

https://www.ronkaufman.com
https://www.linkedin.com/in/ronkaufman/
https://www.youtube.com/user/ronkaufman

Thank you, Ron!

more information: www.cxgoalkeeper.com/RonKaufman2

First episode: www.cxgoalkeeper.com/RonKaufman1

cxgoalkeeper #customerexperience #podcast #leadership #service #care

View Details

The CX Goalkeeper had the great opportunity to interview RON KAUFMAN

Ron's LinkedIn Headline: New York Times Bestselling Author "UPLIFTING SERVICE" | Customer Experience & Service Culture Expert | Keynote Speaker

This discussion was split in 2 episodes. On April 11th, the second episode will be live

Highlights:

00:00 Game Start

1:35 Ron Kaufman's Introduction

4:30 Ron's 6 personal values

7:30 Service, Care and Love

8:40 The Grandma story at the Kindergarten

9:40 Uplifting Service

10:30 The definition of Service

14:15 Pillars of the Service Culture

18:30 Excellent Service vs. Service Culture

... and much more

Ron's Contact Details:

https://www.ronkaufman.com
https://www.linkedin.com/in/ronkaufman/
https://www.youtube.com/user/ronkaufman

Thank you, Ron.

more information: www.cxgoalkeeper.com/RonKaufman1

Second episode: www.cxgoalkeeper.com/RonKaufman2 (available starting from April 11th 2022)

cxgoalkeeper #customerexperience #podcast #leadership #service #care

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The CX Goalkeeper had the opportunity to interview Ricardo Saltz Gulko

Customer & Employee Experience & Customer Success - Services - Data-Driven Transformation, Lead Design & Innovation, Change & Growth - Founder of the European Customer Experience Organization (ECXO)

The game with Ricardo:

00:00 Game Start

1:30 Ricardo Gulko Saltz introduction

5:30 The ECXO

6:59 The Vision of the ECXO

9:40 Simplification in Customer Experience

20:25 How to cope with the increasing complexity

29:15 Ricardo's book suggestion

31:10 Ricardo's contact details

32:40 Ricardo's Golden Nugget

Ricardo Contact details:

https://www.eglobalis.com/
https://www.linkedin.com/in/ricardogulko/
www.ecxo.org/individuals

Thank you Ricardo!

find out more: www.cxgoalkeeper.com/ricardosaltzgulko

cxgoalkeeper #customerexperience #podcast #leadership #ecxo

View Details

The CX Goalkeeper had the great pleasure to interview Petko Tinchev from Gemseek

Petko Tinchev: CEO at GemSeek | Predicting future behaviour by fusing what customers say and do | CX impact acceleration

Highlights:

0:00 Kickoff 

0.49 Petko Tinchev's introduction

1:51 Petko's career 

4:16 Petko's core values 

6:49 Impact of Customer Experience

11:35 Three examples (tangible solutions which are awards winning): proactive, predictive analysis & digital twins) 

16:26 How to convince companies on pioneering some new solutions 

20:56 How to assess the impact on the solutions implemented (financial, social, sustainability) 

26:27 Contact details 

28:25 Book suggestion

30:10 Golden Nugget

Petko contact details:

https://www.linkedin.com/in/petko-tinchev-3a69689/
https://gemseek.com/

Thank you Petko!

more information on: www.cxgoalkeeper.com/PetkoTinchev

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The CX Goalkeeper had a smart discussion with Dr. Brian Harman

Coaching Executives Into High-Trust Leaders Who Earn 41% More In 3 Months Using The Signature BMH Career & Leadership Accelerator

Highlights:

1:30 Brian's Introduction

4:27 Brian’s TEDx Talk “How to use humor to build trust”

7:13 Digital working and how to improve trust

8:45 Brian’s Forbes Article

9:08 Definition of trust

10:15 Performance, Equality, empathy and fun to create high trust teams

14:40 Failure rituals

17:05 Employee involvement to create cohesion

18:35 After the game

19:23 Book suggestion “Give and Take, Adam Grant

20:13 Brian’s Golden Nugget: "High Trust Hello"

Contact details:

https://www.linkedin.com/in/drbrianharman/
https://www.bmhallmark.com/
https://www.forbes.com/sites/forbescoachescouncil/people/brianmharman/
https://www.ted.com/talks/brian_harman_how_to_use_humor_to_build_trust

more information on: www.cxgoalkeeper.com/BrianHarman

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The CX Goalkeeper had a smart discussion with deBBie Akwara

deBBie is a CX Start-Up CEO, a Global CX Thought Leader & Influencer, a CX Entrepreneur, Practitioner & Educator and Humanitarian

Key topics discussed is the competency framework required to deliver CX Success

Business goal understanding & CX diagnostics.
CX goal alignment with the business goal.
CX goal alignment with internal stakeholders (other functions or departments).
CX improvement design, deployment and measurement.
CX Inspiration, motivation and reporting.
CEM institutionalization i.e. embedding company-specific tried and tested CEM practices in company culture and business operations.
Achieve business goal + attain projected CX maturity status + increase CEM capabilities

additional information: www.cxgoalkeeper.com/deBBieAkwara

Thank you deBBie!

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The CX Goalkeeper had a smart discussion with Jeannie Walters

Founder and CEO of Experience Investigators, Customer Experience Speaker, Trainer, Podcast Host.

In this episode you will learn:

Customer experience is more than a customer journey map or a Net Promoter Score.
It creates fewer ruined days for customers
CX is all about 3 things: a mindset, a strategy and a discipline

… and much more

more information: www.cxgoalkeeper.com/JeannieWalters

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The CX Goalkeeper had a smart discussion with Michael Bartlett.

Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues.

We discussed about in the 2 episodes with him:

cataloging priyome (“well established principles and patterns”)
if you know the enemy, it makes easier because you know what to do about it
the Iceberg Model and how to leverage it
The importance of understanding goal and social frictions when creating experiences
the Endless Waiting
Local optimization
The key takeaways from the books
what will Customer Experience look like in 10 years time

… and much more

Thank you, Michael!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Additional information: www.cxgoalkeeper.com/MichaelBartlett2

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The CX Goalkeeper had a smart discussion with Michael Bartlett.

Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues.

We discussed about the key takeaways from the book in 2 episodes.

Today, I published the first one, next week the next one.

some highlights:

cataloging priyome (“well established principles and patterns”)
if you know the enemy, it makes easier because you know what to do about it
the Iceberg Model and how to leverage it
The importance of understanding goal and social frictions when creating experiences
the Endless Waiting
Local optimization

… and much more

Thank you, Michael!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Additional information: www.cxgoalkeeper.com/MichaelBartlett

View Details

There Are More Male CEOs With The Name “John” Than Women CEOs

The CX Goalkeeper had a smart discussion with Clare Muscutt

Member-centered community designer, she brings together women in customer experience from across the globe to collaborate, inspire, learn from, and support each other to succeed

In this episode you will learn:

Women in CX (WiCX) – the fastest growing community built through co-creation
The Mission of WiCX
The secret ingredients of creating an extremely engaged community
It’s not about exchanging people at the decisioning table, it’s about making the table bigger.

… and much more

more information: www.cxgoalkeeper.com/claremuscutt

Thank you, Clare!

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

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“Find your slice of cake & a candle and transform it into chocolate box & a sparkler”

The CX Goalkeeper had a smart discussion with Dan Gingiss

Dan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a Podcaster

This is the second episode. The first one was published last week.

In this episode you will learn about:

Dan’s latest book: The Experience Maker: how to create remarkable experiences that your customers can’t wait to share
how the get WISER - 5 key words to create remarkable experience:
the definition of WISER – Witty, Immersive, Shareable, Extraordinary and Responsive
the “Dubrovnik Principle”

… and much more

additional information: www.cxgoalkeeper.com/dangingiss2

Thank you, Dan!

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

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“Find your slice of cake & a candle and transform it into chocolate box & a sparkler”

The CX Goalkeeper had a smart discussion with Dan Gingiss

Dan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a Podcaster.

The discussion with Dan was split in 2 episodes. This is the first one... stay tuned for the second one next week.

In this episode you will learn:

What remarkable experiences are and why they are relevant
The required balance between acquisition and retention
The concept of the leaky bucket

… and much more

Looking for more? www.cxgoalkeeper.com/DanGingiss

How to contact Dan:

https://twitter.com/dgingiss

https://dangingiss.com/

Thank you, Dan!

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

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Only in the dictionary “success” comes before “work”

The CX Goalkeeper had a smart discussion with Filippo Poletti

Filippo Poletti is one of THE TOP VOICE OF LINKEDIN in Italy. He is an Italian journalist and a digital communication manager.

In this episode you will learn about:

His book “Time for IoP”, the importance of having an Intranet of People
The link between branding and music
the importance of understanding that we are a people business
How to achieve the Intranet of Value

… and a lot more

Please don’t forget Filippo’s latest book: “Grammatica del nuovo mondo” (language: Italian)

More on: www.cxgoalkeeper.com/FilippoPoletti

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

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Trust the frontline! They are the ambassadors and the scouts.

The CX Goalkeeper had a smart discussion with Chip Bell

Chip Bell is a World-Renowned Authority On Customer Loyalty And Service Innovation

The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube.

The discussion was split in 2 episodes. This is the second one...

In this episode you will learn all about the book: Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions

(1) curiosity that uncovers insight,

(2) grounding that promotes clear focus,

(3) discovery that fosters risk-taking,

(4) trust that safeguards partnership purity, and

(5) passion that inspires energized generosity

… and much more

His book suggestion:

Purple Cow, Seth Godin

Chip’s golden nugget:

Trust the frontline! They are the ambassadors and your scouts.

How to contact Chip:

www.chipbell.com

Thank you, Chip!

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

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The CX Goalkeeper had a smart discussion with Chip Bell

Chip Bell is a World-Renowned Authority On Customer Loyalty And Service Innovation

The discussion was split in 2 episodes. This is the first half.

In this episode you will learn:

How to align privacy and personalization
The responsibility of impacting people’s life
The balance between generosity and curiosity
The role of customer service
how Chip Bell foresees the future of CX and Service

… and much more.

His book suggestion:

Purple Cow, Seth Godin

Chip’s golden nugget:

Trust the frontline! They are the ambassadors and your scouts.

How to contact Chip:

www.chipbell.com

Thank you, Chip!

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

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The CX Goalkeeper had a smart discussion with Vincent Placer

CEO of Colorado Group and ECXO Ambassador for the French Chapter

The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube.

In this episode we discuss about:

Some insights on the ECXO
to link costs and returns early in the innovation process
investing in CX leads to return in the medium and long run
understanding the cost to serve
the 3 fields to optimize costs

… and much more

His book suggestion:

Noise; Daniel Kahneman, Olivier Sibony, Cass R. Sunstein
Introductory Statistics; Thomas H. Wonnacott, Ronald J. Wonnacott

Vincent’s golden nugget:

«Join the ECXO!»

How to contact Vincent:

https://www.linkedin.com/in/vincentplacer/

Thank you, Vincent!

Thank you, ECXO!

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #ecxo #costmanagement

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The CX Goalkeeper in collaboration with the ECXO had a smart discussion with Mario Sepp

Mario is Owner and Founder of Gastspiel and an Ambassador of the ECXO.

In this episode you will learn:

some insights on the ECXO
what are the relevant key components of a CX transformation
where to focus on at the beginning

… and much more

His book suggestion:

The Lean Startup; Eric Ries
Service Design Thinking; Marc Stickdorn und Jakob Schneider
Service Design Doing; Marc Stickdorn , Markus Hormess, et al.

Mario’s golden nugget:

People are looking for people who keep promises.

How to contact Mario:

https://www.linkedin.com/in/mario-sepp-647813a0/

Thank you, Mario!

customerexperience #leadership #cxgoalkeeper #ecxo #podcast

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The CX Goalkeeper had a smart discussion with Mary Drumond

Chief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.

I split the discussion in 2 episodes, the first one went live last week!

In this episode:

How to operationalizing empathy
Focus on identifying impact as the frequency is relative (superb example from Mary here :)
Changing expectations are also relevant, the market is so fast (Blackberry example)
The purchase decisioning process is steered by

tangible drivers: price, quality and relationship AND

intangible drivers: social proof and brand identification.

Her book suggestion:

"Thinking fast and thinking slow", Daniel Kahneman

Mary’s golden nugget:

“Focus on IMPACT, understand perceptions. Putting your customers at the center of your operations always pay off!”

How to contact Mary:

https://worthix.com/
https://www.linkedin.com/in/marydrumond/

Mary’s podcast:

https://blog.worthix.com/category/voices-of-cx-podcast/

Thank you, Mary!

Mentioned in the discussion with Mary: Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian Golding

And the book: Influence, The Psychology of Persuasion, Robert B. Cialdini

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #empathy #feedback

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The CX Goalkeeper had a smart discussion with Mary Drumond

Chief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.

I split the discussion in 2 episodes, stay tuned also for the second part next week!

In this episode:

Customers are bombarded by requests for feedback
Asking customers for feedback mean asking for their time
Feedback is a gift
Common mistakes: surveys are too long, are focused on the company interests, and they don’t provide insights on how strongly the experience is affected
Big companies need tech solutions to elaborate the feedback

… and much more

How to contact Mary:

https://worthix.com/
https://www.linkedin.com/in/marydrumond/

Mary’s podcast:

https://blog.worthix.com/category/voices-of-cx-podcast/

Thank you, Mary!

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Mentioned in the discussion with Mary:

Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian Golding

And the book: Influence, The Psychology of Persuasion, Robert B. Cialdini

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The CX Goalkeeper had a smart discussion with Imtiaz Bellary

Imtiaz is SVP Product and Customers at ENGATI.

In this episode you will learn about:

Engati’s success story: Engaging through automation and intelligence
With a customer interactions you can achieve more than only solving customer issues, you can engage with them
some real examples on how Engati helped 2 companies
Loyalty is built on the long term
Two major trends
Where Engati will be in 2030

… and much more

His book suggestion:

Good to Great; J. Collins

Imtiaz’s golden nugget:

“Always prioritize long term impact over short term benefits”

How to contact Imtiaz:

https://www.linkedin.com/in/imtiaz-bellary-29ba9b23/

https://www.engati.com/

Thank you, Imtiaz!

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

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The CX Goalkeeper had a smart discussion with Mark Hamill

Mark Hamill is the CEO of ARCET Global

The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify, and Stitcher as well as a WEBCAST on YouTube.

In this episode we discuss:

about ARCET Global
Culture is a big topic nowadays
The importance of Recognition
Customer Centricity World Series will take place in May 2022
some criterias to identify which awards are “good”
There is zero loyalty in Awards.

… and much more

His book suggestion:

The Dichotomy Of Leadership: Balancing The Challenges Of Extreme Ownership To Lead And Win; Jocko Willink

Mark’s golden nugget:

People and culture are the most important things.

How to contact Mark:

https://www.linkedin.com/in/markhamill1/
https://arcetglobal.com/
https://customercentricityworldseries.com/enter-now/

Thank you, Mark !

customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Mentioned in this episode: Rosaria Cirillo, Markus Von Kloeden

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The CX Goalkeeper had a smart discussion with Ramon Ray

Ramon Ray is an in-demand expert on small business success. He's a global keynote speaker, event host and emcee, entrepreneur, and best-selling author.

Ramon inspires and educates thousands of business owners a year and

works with leading brands to help them reach small businesses.

He's the founder of SmartHustle.com and Entrepreneur in Residence at

Oracle NetSuite

Ramon's started four companies and sold two of them, his fourth book,

"Celebrity CEO", is about building a community and personal brand.

Ramon has been invited to testify at the United States Congress and

speak at the White House and has shared the stage with celebrity

business thought leaders such as Seth Godin, Simon Sinek, Gary

Vaynerchuk, and others. He's interviewed all five Shark Tank Sharks,

including Daymond John, Barbara Corcoran, Lori Greiner, Mark Cuban,

and Robert Herjavec.

Ramon has also interviewed President Obama and joined Ivanka Trump at

the Global Entrepreneurship Summit in India.

Fun facts? - Graduate of the FBI Citizens Academy, plays piano and

enjoys burnt pancakes with lots of syrup

In this episode you will learn:

Where to start in business: Focus on: “What problem I am solving?”, “whom am I solving for?”
Why personal branding is an asset
some suggestions from Ramon how to be better in business
Why being “on time” is too late!

… and much more

His book suggestion:

The Like Switch; J. Schafer and Marvin Karlins

Ramon’s golden nugget:

Ask for a smile before you ask for a sale (before you make money, make the relationship)

How to contact Ramon:

Instagram: https://www.instagram.com/ramonraysmarthustle/

DM to Ramon “BEST BOOKS” to get the link to the top books for small business owners
DM to Ramon “Celebrity CEO” to get some insights on his book “Celebrity CEO”

https://www.facebook.com/ramonray

https://www.linkedin.com/in/ramonraysmallbiz/

https://www.ramonray.com/

https://smarthustle.com/

Thank you, Ramon!

Book mentioned in this episode:

They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer, Marcus Sheridan
This Is Marketing: You Can't Be Seen Until You Learn to See, Seth Godin
Duct Tape Marketing Revised and Updated: The World's Most Practical Small Business Marketing Guide, John Jantsch

People mentioned in this episode:

Shep Hyken

customerexperience #leadership #cxgoalkeeper #podcast #businessgrowth #smarthustle #smallbusiness

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The CX Goalkeeper had a smart discussion with Silvana Buljan

Silvana is founder and CEO of Buljan & Partners Consulting, Ambassador of the ECXO and Professor of Customer Experience at the Mondragon Unibertsitatea in Spain.

In this episode you will learn:

Some insights on the ECXO
Culture is key in a customer centric transformation
There is no standard approach to start a CX transformation, there is no “one fits all” solution
People have their own agenda. The “system” trains stakeholders to look for their objectives because these are relevant for them.
Department based objectives can create a misalignment on the overall company targets
Silvana developed a methodology to assess, measure and improve customer centric leadership competencies which based on 5 pillars:

1) CX Attitude

2) CX Focus

3) CX Drive

4) CX Connect

5) CX Talent

… and much more

Her book suggestion:

Heroic Leadership, Chris Lowney

Silvana’s golden nugget:

Love your customer more than his/her share of wallet.

How to contact Silvana:

https://www.linkedin.com/in/silvana-buljan-889110/
https://buljanandpartners.com/en/home/

Thank you, Silvana!

customerexperience #leadership #cxgoalkeeper #podcast #exco #cxtransformation #customerculture #culture #cxstrategy

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The CX Goalkeeper had a smart discussion with Claire Boscq-Scott

CEO of the Jersey Hospitality Association, the BIZ-SHUI creator, Keynote speaker, Book author… simply: Claire is full of energy!

I split the discussion in 2 episodes, the first episode went live last week!

In this episode you will learn:

When you feel good, you listen to, you have empathy, you inspire people
Make sure that your employees (mentally emotionally and physically) feel well, they will take care of your customers and they will stay longer with you
The way we think affects the way we feel and affects the way we behave and vice versa.
The Business Energy Map which representing 9 areas of your life can be used as objective setting tool too

Book Suggestion:

Move Your Stuff, Change Your Life: How to Use Feng Shui to Get Love, Money, Respect and Happiness; Karen Rauch Carter
All the books of Davina MacKail as Declutter Your Life as Modern Alchemy OR Feng Shui: Create Health, Wealth and Happiness Through the Power of Your Home (Hay House Basics)
High Performance Habits: How Extraordinary People Become That Way, Brendon Burchard

How to contact Claire:

https://www.linkedin.com/in/claireboscqscott/
https://www.claireboscqscott.com/work-from-home-bizshui/
https://www.youtube.com/c/TheBusyQueenBee

Claire’s books: https://www.claireboscqscott.com/books/

Her Golden Nugget:

“Be the change you want to see in the world” M. Gandhi

Thank you, Claire!

customerexperience #cxgoalkeeper #bizshui #strategy #experiencedesign #cxtransformation #employeeexperience

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The CX Goalkeeper had a smart discussion with Claire Boscq-Scott

CEO of the Jersey Hospitality Association, the BIZ-SHUI creator, Keynote speaker, Book author… simply: Claire is full of energy!

I split the discussion in 2 episodes, stay tuned also for the second part next week!

In this episode you will learn:

Feng Shui applied into Business and BIZ-SHUI
The importance of the intersection among Customer Experience, Physical environment and personal state of being
The role of colors in business
The relevance of the physical environment

… and much more

How to contact Name:

https://www.linkedin.com/in/claireboscqscott/
https://www.claireboscqscott.com/work-from-home-bizshui/
https://www.youtube.com/c/TheBusyQueenBee

Claire's books: https://www.claireboscqscott.com/books/

Thank you, Claire!

customerexperience #cxgoalkeeper #bizshui #strategy #experiencedesign #cxtransformation #employeeexperience

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The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Jef Teugels

Jef is founder of Reins Group and an ambassador of the ECXO.

In this episode you will learn:

Some highlights on the ECXO
The definition of culture and customer culture
The example of Air New Zealand transformation
Several great insights on the 8 key ingredients of a customer culture

… and much more

His book suggestion:

The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance; L. Brown, C. Brown
The 4 Stages of Psychological Safety: Defining the Path to Inclusion and Innovation; T. Clark

Jef’s golden nugget:

Work on your sensitivity. Sense what somebody else is living or trying to convey.

How to contact Jef:

https://www.linkedin.com/in/jefteugels/
https://reins.group/

Thank you, Jef!

Thank you European Customer Experience Organization (ECXO)

customerexperience #leadership #cxgoalkeeper #exco #cxtransformation #podcast #customerculture #culture

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The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Federico Cesconi

Federico Cesconi is the CEO and co-founder of Sandsiv+ and he is an ambassador of the ECXO.

Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube.

In this episode you will learn:

Some highlights on the ECXO
How Sandsiv+ was created to support the Customer Experience Management (CXM) process based on 5 pillars: Capture, Analyze, Integrate, Improve and Measure to create value out of this process
How Sandsiv+ will shape the future of CXM based on i) native Cloud, ii) integration in an ecosystem and iii) Artificial Intelligence

… and much more

His book suggestion:

Competing in the Age of AI : Strategy and Leadership When Algorithms and Networks Run the World, by Marco Iansiti and Karim R. Lakhani

Federico’s golden nugget:

Follow your passion.

Federico’s paper: “Measuring Digital Transformation: An Empirical Approach to Measure Phygital Journeys integrating the technology acceptance model and customer experience”

https://www.researchgate.net/lab/Federico-Cesconi-Lab/

How to contact Federico:

· https://www.linkedin.com/in/federicocesconi/

· https://sandsiv.com/

Thank you, Federico!

Thank you European Customer Experience Organization (ECXO)

customerexperience #leadership #cxgoalkeeper #exco #cxtransformation #podcast #customerintelligence #artificialintelligence #VoiceOfTheCustomer

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The CX Goalkeeper had a double smart discussion with Neal Topf and Paul Catherall.

Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube.

Neal Topf is the president of Callzilla and the co-host of "Fireside chat without the Fires" together with Paul Catherall.

Paul Catherall is helping companies to start their own podcast, he is passionate about customer experience and the Director of Customer Care at Ultra Mobile. He is an Outsourcing Expert and ICMI Contributor.

The discussion with Neal and Paul was split in 2 episodes. In this second episode you will learn:

Paul & Neal biggest personal learnings from the Podcast "Fireside Chat Without The Fires"
Their preferred “CX myth busted” from the podcast
The most mentioned CX heroes from the podcast

… and much more

Contact details:

Fireside Chats Without The Fires

https://www.linkedin.com/company/fireside-chats-without-the-fires/

Neal Topf

https://www.linkedin.com/in/nealtopfcustomerexperience/

Paul Catherall

https://www.linkedin.com/in/paul-catherall-b5785aa/

https://www.linkedin.com/company/the-podcast-coach/

Paul’s Golden Nugget:

"People forget what you said but they don’t forget how you made them feel."

Neal’s Golden Nugget:

"Automate or don’t exist anymore. Eliminate irritants, create value or waste less value"

Thank you, Neal and Paul!

customerexperience #leadership #customerservice #bpo #podcast #cxgoalkeeper

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The CX Goalkeeper had a smart discussion with Neal Topf and Paul Catherall.

Neal Topf is the president of Callzilla and the co-host of Fireside chat without the Fires together with Paul Catherall.

The discussion with Neal and Paul was split in 2 episodes. In this first episode you will learn:

Customer satisfaction is driven by resolution in the shortest possible time-frame.
The entrepreneurial operating systems (EOS) helps to improve KPIs every 13 weeks
The Podcast “Fireside Chat Without The Fires” was the voice of the Customer Experience World Games 2021. A terrific experience!
These are the 2 biggest learnings from their podcast:

i) You improve the customer experience because it has a direct impact on the financial results of the company.

ii) The kindness of the CX community participating to the podcast is priceless

… and much more

Thank you, Neal and Paul!

customerexperience #leadership #customerservice #bpo #podcast #cxgoalkeeper

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The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Enrique Gomez Alonso

Enrique is Principal XP South EMEA at Medallia and Founding Member of the ECXO

In this episode you will learn:

Some highlights on the ECXO
Show financial results to get on the top of the C-Suite priorities (on the short and on the long term)
4 steps to develop a Voice of the Customer program

i) Phase 1: Outside-in – Start with the external view

ii) Phase 2: Few data available - Start linking customers feedback with some KPIs e.g., renewal rate (6-9 months of data available)

iii) Phase 3: More data available - Start analyzing and deep diving into data. Proving the relations and the quality of the improvements implemented (1-1.5 years available)

iv) Phase 4: Start with Predictive analysis (more than 2 years of data available)

Prepare the conversations with your stakeholders and make it understandable for them (speaking their languages)

… and much more

His book suggestion: - The Ultimate Question 2.0, Fred Reichheld

Enrique’s golden nugget: Customer Experience is about resilience. If you want to have impact on the company, it’s about resilience. Try to enjoy your success, minimize the impact of failures ...but at the end, it pays out.

How to contact Enrique:

https://www.linkedin.com/in/enrique-gomez-alonso-0a07aa1/

Thank you, Enrique!

Thank you European Customer Experience Organization (ECXO)

customerexperience #leadership #ROI #cxtransformation #VoC #cxgoalkeeper #exco

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The CX Goalkeeper had a smart discussion with Rosaria Cirillo

Rosaria is an expert on H-CX, she is an Author a Certified Happiness Trainer and THE Happiness Driven Growth Change Catalyst. Additionally TED Speaker, CX Trainer & Management Advisor

We discussed about the book: Yellow Factor, Happiness in Business

You will learn about:

The evolution of business through different levels: shareholders, customers, employees, purpose, and happiness
Spiritual, physical, intellectual, relational, and emotional wellbeing translated into the business world for customers, employees, and society
HAPPINESS as Health, Autonomy, Purpose, Play, Integrity, Nature, Empathy, Simplicity, Smile
GROWTH as Grounding, Reaching up, Operationalizing, Wow Blossoming, Taking Time, Harvesting

… and much more

Her book suggestion:

The Four Agreements; Don Miguel Ruiz, Peter Coyote, et al.
The Fifth Agreement: A practical guide to self-mastery; Don Miguel Ruiz, Don Jose Ruiz, et al.

Rosaria’s golden nugget:

Act from the hearth and do it smiling and laughing

How to contact Rosaria:

· https://wownow.eu/

· https://www.instagram.com/wownowexp/

· https://www.linkedin.com/in/rosariacirillo/

Thank you, Rosaria!

customerexperience #leadership # #internationalweekofhappinessatwork #cxgoalkeeper #happinessdrivengrowth #hcx #humanexperience #podcast

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The CX Goalkeeper had a smart discussion with Shep Hyken

Shep Hyken, customer service and experience expert, keynote speaker and NYT bestselling author, helps companies deliver AMAZING customer service experiences!

Shep will publish his latest book "I'LL BE BACK - How to Get Customers to Come Back Again and Again" on September 20th, 2021

You will learn:

The definition of AMAZING
The Green Egg Story
Where does Shep buy cars
how to connect history based measurements and future customers behaviours
How to meet customer's expectations by giving the shortest customer service speech in the world
a 6 steps process on how to create I’ll be back experiences (part of latest book)

… and much more

Shep’s golden nugget:

Customer service is not a department. It is philosophical, it is cultural. Indeed,

the best companies to do business with are also the best companies to work for.

How to contact Shep:

www.linkedin.com/in/shephyken/
www.sheptv.com
www.hyken.com (subscribe his newsletter, great content and amazing comics)

Thank you, Shep!

customerexperience #leadership #askshep #cxgoalkeeper

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The CX Goalkeeper had a smart discussion with Jeff Sheehan

Jeff is a customer experience (CX) practitioner, CX author, and an active member of the global CX community. He is a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology.

He is the author of the book:

Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program.

Jeff is an an Ambassador of the ECXO

In this episode you will learn:

Some highlights on the ECXO
The book "Customer Experience Management Field Manual" is stuctured in short chapters leveraging the experience of the same way on how field manuals from the military were created
Writing a book is also an experience. Jeff leveraged beta readers from the outstanding CX community to improve his manuscript.
The book is for everybody working in the CX field. It should stay on your desk as a reference for your daily jobs

… and much more

His book suggestion:

· The Best Service is No Service, 2008; B. Price, D. Jaffe

Jeff’s golden nugget:

Everyone has a book inside, which need to be written. Write your book, leave your legacy.

How to contact Jeff:

https://www.linkedin.com/in/jeffsheehandublin/

You can find the book here:

mybook.to/CXFieldManual

Thank you, Jeff!

Thank you European Customer Experience Organization (ECXO)

customerexperience #leadership #cxgoalkeeper #exco

cxtransformation #employeeexperience #CXO #CX #experiencedesign

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The CX Goalkeeper had a smart discussion with Tue Sottrup

Chief CX Evangelist at Dixa & an Ambassador of the ECXO. Tue is passionate about customer service and engagement, and he truly believes that software can empower customers and businesses to build stronger bonds, be more efficient and increase productivity to unprecedented levels.

You will learn:

Some highlights on the ECXO
How DIXA makes the conversation between companies and customers EASIER
How agents can focus on the customers and not on the systems they are using
How to create happy agents and engage them in the improvements process
How to get the buy-in from the organization to act on customers’ / agents’ feedback

… and much more

His book suggestion:

The Effortless Experience - Matthew Dixon, Nick Toman, Rick DeLisi
Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days - Joey Coleman

Tue’s golden nuggets:

Customers are always right to be understood. They are not always right in what they want but in being understood.
Be able to change, be quick on adapting.

How to contact Tue:

· https://www.linkedin.com/in/tuesottrup/

· https://twitter.com/tuesottrup

Thank you, Tue!

Subscribe to the ECXO: www.ecxo.org/individuals

exco #cxgoalkeeper #customerexperience #leadership #cxtransformation #employeeexperience #CXO #CX #experiencedesign

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The CX Goalkeeper had a smart discussion with Maurice FitzGerald (second half)

Editor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their methods of developing and implementing business strategy. Achieving this by coaching, speaking, blogging and writing.

You will learn:

How to leverage scorecards properly
How to cope with the missing link between customer feedback and corporate strategy
How to structure the reporting line for CX managers
The impact of technology on surveys

… and much more

Please don’t forget this is the second half of this outstanding friendly match with Maurice.

His book suggestions:

Ottolenghi Simple A Cookbook; Ottolenghi
The ultimate questions; Fred Reichheld
Answering the Ultimate Question: How Net Promoter Can Transform Your Business; R. Owen, L. Brooks

How to contact Maurice:

https://www.linkedin.com/in/mauricetfitzgerald/
http://customerstrategy.net/

Maurice’s golden nugget:

Doing CX research without already knowing that you will get the resources, the people, and the money that you need to implement related improvements is a waste of time. It’s damaging! It gives the impression to customers that you don’t care about their opinion.

Thank you, Maurice!

customerexperience #leadership #NPS #cxgoalkeeper #cxstartegy

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The CX Goalkeeper had a smart discussion with Maurice FitzGerald

You will learn:

The mismatch between inside-out and outside-in view based on Maurice experience
NPS is not dead
NPS is a generally accepted metric
The strengths of NPS and related weaknesses
The right 3 questions to ask to get valuable feedback
What really “action” mean

… and much more

Please don’t forget the second half of this match, sorry interview, will be published next week.

How to contact Maurice:

https://www.linkedin.com/in/mauricetfitzgerald/
http://customerstrategy.net/

Thank you Maurice!

cx #customerexperience #loyalty #cxgoalkeeper #nps

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The CX Goalkeeper had a smart discussion with Adam Posner

Adam Posner is the Founder and President at NHP Talent Group- a boutique NY-based talent consultancy, specializing in talent access for Senior-level roles within: Digital Marketing, Media, Ecommerce, Product and Content Creation at Start-ups, Creative Agencies and Brands. He is also the host of the top global career podcast, ThePOZcast- showcasing experts to help you harness your inner tenacity to drive your life and career forward. He has produced and aired over 175 episodes with top guests like Gary Vaynerchuk, Grant Cardone, Kara Goldin and Tucker Max to name a few.

You will learn:

How to successfully pivot a career into entrepreneurship
GaryVee’s advice to Adam which fits to everybody
The explanation of Adam’s values: the three “P”
Two big learnings of a successful recruiter
Several advice to candidates to prepare the interviews

… and much more

His book suggestion. This time 2 personalities:

Jordan Harbinger
Howard Storm

Adam’s golden nugget:

Get comfortable being uncomfortable.

How to contact Adam:

www.nhptalentgroup.com
www.thePOZcast.com
https://www.linkedin.com/in/adamjposner/

Thank you, Adam!

customerexperience #leadership #recruiting #enterpreneurship #cxgoalkeeper

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The CX Goalkeeper had a smart discussion with Santhakumaran Atmalingam

Santhakumaran is the Founder of CX Expert Asia, an International Customer Experience Consultant, a Global Keynote Speaker and Judge at several international CX awards.

In this episode YOU will learn:

What is the role of CX professionals and why it is like being BATMAN
How CX and astrology are linked
What is the CX infinite loop / masterplan
How to best design experiences and how to leverage ice creams to motivate teams
How to leverage KANO model, the 40% rule and the King to design experiences
The explanation of his very famous slide (the marriage between CX and EX linked to people, process and technology

… and much more

His book suggestion:

· Outside-In, Kerry Bodine

· Customer What? Ian Golding

· Several motivational speeches of Tony Robbins

Santhakumaran’s golden nugget:

Take CX as a movie production and apply the same processes into your business: work hard to serve your customers at your best, instill it into everybody's heart.

We are here for customers. The customers are not the problem.

How to contact Santhakumaran:

https://www.linkedin.com/in/santhakumaran/

Thank you, Santha!

customerexperience #leadership #cxgoalkeeper #cxasia #cxm

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The CX Goalkeeper had a smart discussion with Naeem Arif

Naeem is a CX thought leader. Everybody knows him. He is the Customer First Enabler. He is the Director of the United Carpets Group PLC, the Managing Director of NA Consulting LTD, he is collaborating with Midlands Women in Tech Awards and a lot more. He wrote several books.

We discussed about:

Pressure on retail business before and during COVID-19 crisis
COVID-19 helped companies to reflect on how to be special
How to create a differentiator in your business and leverage existing ecosystem opportunities
Three tips on how to improve your business
Women in Tech: Understanding, recognizing, and celebrating the important roles, women are having in Tech

His book suggestion:

Seth Godin, Purple Cow: Transform Your Business by Being Remarkable
Gary Vaynerchuk, #askgaryvee One Entrepreneur's Take on Leadership, Social Media, and Self-Awareness
Ian Golding, Customer What?

Naeem’s golden nugget:

Always put the customer first. In this way you can ensure success for your business.

How to contact Naeem:

Naeem@naconsulting.co.uk
https://www.linkedin.com/in/naeemarif/
https://twitter.com/naconsultingltd

Thank you, Naeem!

customerexperience #customerfirst #cx #cxgoalkeeper #retail

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The CX Goalkeeper had a smart discussion with Peter Pirner

Peter is the CMO of Petlando and the podcast host of CX-Talks. He passionately helps companies to create better customer experiences. He is a former domain lead at Kantar Germany.

We discussed about:

“CX Talks”, Peter’s podcast in German
The development of CX in the DACH region
Some tangible insights on where to start and how to progress with a CX centric transformation
The possible next developments in CX
Examples of best practices

Shared book suggestion:

The Convenience Revolution, Shep Hyken
Customer Experience 3, Writing Matters

Peter’s golden nugget:

There is no ONE solution. If you meet a guy and he says, “this is the one solution”. This is not true. Throw him out. If he asks, “what is the problem?”, his suggestion may be part of a broader solution.

How to contact Peter:

www.cx-talks.com
https://www.linkedin.com/in/peterpirner/

Thank you, Peter!

#customerexperience #leadership #cxgoalkeeper #cxtalks

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The CX Goalkeeper had a smart discussion with Michael Brandt

My learnings:

There are a lot of CX trainings on the market. There is a need for proper recognition of the good ones.
The ECXO – European Customer Experience Organization has 500 members. It allows a forum for CX practitioners and CX professionals to discuss in their languages with an European flavor.

Difference between B2B and B2C:

It is not only one customer you need to convince several people (purchasing committee) about your product.
Consider the product life-cycle
Ensure the replacement of the existing product with the next one after the contract ends.

The relationship manager needs an in depth relationships with the customer (it’s not a contact center)

It starts before selling product
Focus on specific customer requirements and needs
Service recovery paradox, if you try to solve issues, the customers will understand you better.
Different volumes (data)

His book suggestion:

Customer What? Ian Golding
Customer Experience 3 – Writing Matters

Michael’s golden nugget:

Remember customers are human beings. Empathy is important. You can empathize only if you are putting yourself in the customers shoes.

How to contact Michael:

https://www.linkedin.com/in/michael-brandt-ccxp-9512a33/
info@cx-excellence.com

Thank you, Michael!

customerexperience #leadership #CXb2b #cxgoalkeeper

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The CX Goalkeeper had a smart discussion with Nick Glimsdahl

Nick Glimsdahl is director Contact Center Solutions at VDS and host of the podcast Press 1 For Nick

My learnings:

Be purposeful with your time.
Podcasts add value for prospects, customers and for the host. It is a way to add value by having fun and serving listeners

Nick mentioned some episode which stand out based on our flow:

Episode 23 with Jesse Cole – Owner of Savanah Bananas. He found out that he we not in baseball business but in delivering experiences
Episode 16 with John DiJulius, President DiJulius Group. Use FORD (Family, Occupation, Recreation and Dreams) on your employees and when you interact with customers. By writing a short note in your CRM you gain insights on your customers.
There are quite a lot of learning: Reducing effort, breaking silos, making it as easy as possible for customer to interact with a company.
Customers see a company as an entity and not the different departments.

In relation to CX and CS

Employee experience has a direct correlation to customer experience
Be FINE – i.e.,be better than average
Reduce effort and focus on the customer
Listen to customers
Get feedback from customers and employees
Focus on business outcomes

His book suggestion:

Chris Voss, Never Split the differences

Note to customer service employees:

Do it with intent. Customers are a name and not a number
Have fun serving other (enjoy the process)

Note to podcasters:

Focus on the quality and not quantity
Respect your guest time

Nick’s golden nugget:

Listen to this podcast, listen to this specific episode, and then continue to share it with others.
Share success stories , even if it a small nugget, within and outside your organization.

How to contact Nick:

https://www.linkedin.com/in/nickglimsdahl/
https://press1fornick.com/

the list of the "nuggets" from Press 1 for Nick

https://www.canva.com/design/DAEQOrinvMI/HgLef55o182mGAeVLyXhlg/view

If someone would like to start a podcast, here are a few great tips:

https://press1fornick.com/podcasting/

Thank you, Nick!

customerexperience #customerservice #cxgoalkeeper

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The CX Goalkeeper had a smart discussion with Gustavo Imhof

Gustavo is the Customer Insights Leader at Avado and he is the Head of CX at CXAhead. Gustavo is very well known in LinkedIn and on the market for his outstanding thoughts, insights and posts on Customer Experience. He is one of the co-authors of Customer Experience 3.

We discussed his chapter of the book Customer Experience

Experiences don't matter, memories do.

My learnings:

There is a disconnect between what happens during an experience and what customers remember, therefore memories matter!
Every human being remembers and elaborates experiences in a different way
By understanding how memories work, you can design the experiences accordingly and making moments memorable (however, you need to be smart at it)
Some moments can completely change the evaluation of an experience (good and bad)

His book suggestion:

Atomic habits, James Clear
Impossible to ignore, Carmen Simon

Gustavo’s golden nugget:

Utilities are completely from external interferences thus they are completely free in designing experiences. These are not the most exciting industries.

how to contact Gustavo:

https://www.linkedin.com/in/headofcustomerexperience/

Thank you, Gustavo!

customerexperience #CXAhead #cxgoalkeeper

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The CX Goalkeeper had a smart discussion with Pascal Kaufmann

My learnings:

It is possible to create human level AI
Deep learning and Machine Learning will not replicate the human brain. Indeed, to create flying machine, it was not required to copy bird feathers
The principles of intelligence need to be discovered to crack the brain code
The brain is like a small data machine
Today, there is no prototype able to emulate human intelligence
Midfire will unite 300’000 talents to focus on specific questions with the final scope of cracking the brain code.
There is a race to create human level AI
In China, it is built for the government and in the USA for companies. The idea behind Mindfire is to build it for people. Switzerland is suited for this task.
Speaking about ethics, it is an ethical imperative to build human AI for the people and ideally in a free country.
Speaking about empathy. Does a machine need emotions? Do objects have feelings? – is it possible to train it. Tricking human beings by means of hormones is relatively easy (think about Oxytocin).

His book suggestion:

· https://youtu.be/E4SSU29Arj0

· https://youtu.be/h4CIoJgvlB4

and this is the Alien Movie which Pascal very much recommend when it comes to AI: https://youtu.be/svnAD0TApb8

Pascal’s golden nugget:

We will be able to create human level AI within this decade 2020 to 2030. And I think the race about AI will be decided in this very decade. We are living in super exciting time and we should all help that it goes into the rights hands and it goes to people and not and the governments or to the companies.

How to contact Pascal:

· https://www.linkedin.com/in/pascal-kaufmann-b2890246/

· You can also write him an email but your email should be remarkable as Pascal often deletes emails. Make it somehow stand out – if not, it will be deleted.

Thank you, Pascal!

customerexperience #cxgoalkeeper #artificialintelligence

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The CX Goalkeeper had a smart discussion with Ian Golding, the CX specialist (and not expert)

Ian is THE Global Customer Experience Specialist (and not expert!). He is a Certified Customer Experience Professional (CCXP) and the first recognized training provider by the CXPA. He is the CEO and founder of the Customer Experience Consultancy Ldt.

My learnings:

CX is a science but not rocket science: Is not difficult to understand – corporates are overcomplicating what they are doing.
Only 2% of the participants to Ian’s courses are from the C-Suite. Why? They don’t care or CX is not enough important, or they already know enough. However, senior leaders from Amazon attended one of Ian’s courses as they never stop to learn.
The most important competency is measurement. It is a fact-based methodology. By measuring, it is possible to improve experience. It implies financial results can be improved for a sustainable growth.
CX is not in the responsibility of a team but of everyone. The CX teams should develop capabilities, competencies, setting directions and holding the mirror. All these tasks should be performed in collaboration with business.
The 7th CX core competency is the role of CX professionals. It is not really defined in the CXPA framework. However, it helps CX practitioners developing Resilience, courage, strengths and persistence to keep going.
The future of CX is the marriage between Customer Experience and Employee Experience.

His book suggestion:

Outside In, Kerry Bodine & Harley Manning, Josh Bernoff
Customer Journey Playbook, Jerry Angrave

How to contact Ian:

https://www.linkedin.com/in/iangolding/
https://ijgolding.com/

Ian's book:

https://ijgolding.com/ians-book/

Ian's golden nugget: "If you are doing the right thing for the right reason, you have nothing to lose."

Thank you, Ian Golding!

customerexperience #leadership #cxgoalkeeper #cxpa #ccxp

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The CX Goalkeeper had a smart discussion with Björn Kälin

My learnings:

His definition of empathy: feeling into something.
The target is to understand customers’ feelings and acting on feelings (including what to do next)
We are all humans, and we are not the same every day.
Anthrolytics is the solution. By sensing and predicting emotions, it gives advice on how to react on them.
This is the solution to biased surveys! Which survey is not biased? 
Behind every interaction there is a human. By leveraging each interaction and collecting data from all the touchpoints it is possible to understand how an interaction was influenced.
Anthrolytics gives you the emotional state of a customer.

Moving to the second part of the discussion. The ART of collaboration – an outstanding article written by Björn:

Collaboration is linked to feelings and emotions, Björn defined 3 main pillars:
A as ACCEPT and ACKNOWLEDGE: Every person is different, UNIQUE. A happy person is not the same as the same unhappy person.
R as RESPECT that there are different ideas, thoughts and feelings. (Known also as diversity of opinions)
T as TOLERATE
The ART of collaboration helps to work together with people you don’t like

We are continuously in meeting, therefore use these hints

Always assume good intention
Leaders speak last
Be there in the moment

His book suggestion

Eleven Rings, Phil Jackson

Björn’s golden nugget:

“Don’t forget we are humans, we all have feelings, we all have emotions, we all expect something. The company, a business is more humans together, but it is important that we understand that and we are aware of that. It’s not rocket science. “

How to contact Björn:

· https://www.anthrolytics.io/

· https://www.linkedin.com/in/bjoernkaelin/

Thank you, Björn!

customerexperience #leadership #data #cxgoalkeeper

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The CX Goalkeeper had a smart discussion with Annika Björck

My learnings:

Most transformation projects fail due to 2 main causes:

The initiative’s success cannot be proved, and little improvements are invisible
Too much focus on “doing” and not enough on change management

How to cope with these issues:

It is about balancing the skills of the team: adding to the UX skills, strategic skills to lead the transformation (e.g., communication, coaching, …)
Succeed together with top management: Prove the return on CX and pick some KPIs from the top management scorecards to help them achieving their goals.
The North star of a company is important: what is the vision for the customers? How should customers feel after the contact? This is the market differentiator! 80% has to do with the company (mindset, organization, …) and 20% with customers
Stop measuring everything. The 20% of the touchpoints which related to the Moment of Truths are the key differentiators and these should be measured properly
In the CX teams create a common understanding, manage the company expectations and the own team expectations.
CX teams need to be strategic and flexible. Leveraging change management to get people to move ahead and to reflect.
Don’t link CX to a person in a company.

Her book suggestion:

Reinventing organizations Frederic Laloux

Annika’s golden nugget:

A tool to put in place: adaptive processes. Going away from classical business process management (the old-fashioned step by step processes) to something supportive, intuitive, linked to customers behavior. It works with actions and rules instead of steps. It enables to create a customer journey and breaking it into its process within days.

How to contact Annika:

· https://www.linkedin.com/in/annikabjoerck/

· https://www.instagram.com/cxheroes/

· https://www.bjoerck.ch/

· https://www.linkedin.com/company/cxheroes/

Thank you, Annika!

customerexperience #leadership #cxgoalkeeper #cxheroes

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The CX Goalkeeper had a smart discussion with Faran Niaz

Faran Niaz is CEO & founder of CX FUTURE. He is a change management expert, agile CX leader and transformation specialist. Faran is an international speaker & awards judge.

Additionally, he is passionate about LEGO and an award-winning photographer.

My learnings:

In Dubai and in the United Arab Emirates, CX is driven by the government.
The priority is happiness and focus on people (tourists and citizens) needs.
All is so smooth as there is an immense respect and love for the government.
There is a clear focus on continuously improving experiences. Expectations are extremely high – overdeliver is a must.
A star model (as the well known for hotels) was developed for other industries (e.g., for government offices, restaurants, malls, …) too.
Employees are trained to give you moments. It is a matter of fact, that Dubai creates benchmarks for other countries
A positive competition, the passion and the curiosity of people ensure that there is a run to get always better and better
It is all about the mindset: you get recognized for the good work. People are proud of being the best and getting to the best.

His book suggestion:

The ultimate question 2.0, Fred Reichheld
Delivering Happiness, Tony Hsieh

Faran’s golden nugget:

It is about leadership. Become a good leader, be proud of the achievement of your teams. Highlight your people, identify and nurture them. Share your experience, by sharing you learn, and others will learn too. It is our duty to give as much as we can.

How to contact Faran:

https://www.linkedin.com/in/farann/
https://twitter.com/farann
https://cx-future.com/

Thank you, Faran!

customerexperience #leadership #cxgoalkeeper

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The CX Goalkeeper had a smart discussion with Anna Noake Schulze

Anna is a Senior Partner for CX and a founding member and platform advisor of “Women in CX”. She is a best-selling author of the «Customer Experience 3» book, a TEDx & Keynote Speaker and a Startup Mentor.

My learnings:

Platforms will change how business works as it is a different way of doing business.

The comparison between pipeline businesses and platform businesses makes it quite clear.
A pipeline business has a linear value chain (i.e., one flow from the company to the customers)
Platform businesses offer the infrastructure as they control the access to the value creation chain.
The value itself is created by the participants (sellers and buyers). Both are contributing to the value creation. Increasing the traffic creates more value for the participants (e.g., the Amazon flywheel clearly shows the network effect)
The telephone is a good example. If only 2-3 people would be connected via phone the value of the platform “phone” would be really low, however, if the whole world would be connected the value would be immense (as it is).
Investors value platform businesses with higher multiples then pipeline businesses.

Three key implications on CX: value, usability and trust

Value: It is created by the interactions within the community and by the power of involved community.
BlaBlaCar in France which matches riders and drivers, is a great example. During the pandemic they created a new App within 10 days to help people who were not able to leave their houses. The community volunteered to pick up grocery, medicines etc. for the community and bringing them the to the houses of other community members in need.
Usability is important also in platform businesses: Finding partners easily, ensuring frictionless experiences and making possible to quickly interact.
Trust is the third key component. All the participants need to trust themselves in the ecosystem.

Her book suggestion:

Convenience revolution by S. Hyken
Outside In by K. Bodine and H. Manning
The Platform Revolution by G. Parker, M. Van Alstyne and S. Choudary

Anna’s golden nugget:

Start thinking about platform businesses and try to find out more about them. Find out how to improve platforms for the better from a customer and a partner experience perspective.

How to contact Anna:

https://www.linkedin.com/in/annanoakesschulze/

Thank you, Anna!

customerexperience #leadership #platforms #cxgoalkeeper

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The CX Goalkeeper had a smart discussion with Annette Franz

My learnings discussing about the book “Customer Understanding”, while we went through the three chapters:

1) Listening

Start with the customers and design / develop products for them. (and don’t try to find customers for the products).
Starting with “listening” and continuing by capturing all the relevant data and consolidating them: these steps help to really understand the customers.

2) Characterize:

Segments are like the continents on our planet. They are too high level to design experiences.
A “Buyer Persona” is also too high level for customer journey mapping. It shows preferences, what customer buys and how he/she buys.
The details required for a Persona to map journey are e.g., needs, pain points, JTBD, …

… it makes companies one steps closer to being able to personalize experiences.

3) Empathize:

It is important to understand the experience customers have today and redesign it (how it will be tomorrow)
You can’t transform something you don’t understand therefore, you need the “as-is” situation first.
“Current state”, “service blueprint” and “future state” are the three most important steps in the CJM process.
With the AS-IS situation you can perform tactical fixes. Indeed, it takes time to implement the desired “future state” and customers are maybe already gone.
Fixing what is happening inside a company (using the service blueprint) is important to empower employees to deliver the desired experiences.
The experiences are human and emotional, technology helps to facilitate the experiences.
If you want to be successful you should appeal to both sides of CEO brain. The analytical side with the ROI and emotional side by making them feel the experiences and bringing stories to them. Additionally, make them understand what legacy they want to leave to the organization. How they want to be remembered…

Her book suggestion:

The Customer Comes Second: Put Your People First and Watch 'Em Kick Butt; Hal F. Rosenbluth

Annette’s golden nuggets:

Culture is the foundation of everything, and it starts from the CEO.
Take care of your employees and they will take care of your customers (and at the end of your business)

How to contact Annette:

http://www.cx-journey.com/
https://www.linkedin.com/in/annette-franz/
Customer Understanding on Amazon

Thank you, Annette!

customerexperience #leadership #customerunderstanding #cxgoalkeeper

Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)

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The CX Goalkeeper had a smart discussion with Neil Skehel

Neil is CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM (Customer Experience Magazine).

My learnings:

By winning an award and by sitting next to Don Hales, Neil started together with Don “Awards International”
Awards International offers outstanding awards in several countries (UK, UAE, Turkey, …)
One of the key success factors of Awards International is the DREAM TEAM
In future there will be several options how to run them. The digitalization (e.g., blockchain, digital platforms) is giving a new dimension to businesses
There is no “new normal” there will be a "new future" with new opportunities, new business models, as the financial flows changed. It is a matter of fact that Moore’s law is forever dead.
The following leadership traits make Neil successful: taking risk, ensuring short decision paths, backing people, always learning if something goes wrong

His book suggestion:

War and Peace, Leo Tolstoy

Neil’s golden nugget:

“What you recognize is what you get” in other words, "You see what you look for”. If you look for positivity, you will have a positive life. It is key that you look for the positive side of life to live a better life.

How to contact Neil:

https://www.linkedin.com/in/neilskehel/
https://awardsinternational.com/

Thank you Neil!

customerexperience #leadership #innovation #transformation

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The CX Goalkeeper had a smart discussion with Daniel Jordi

Daniel Jordi is connecting Switzerland’s Digital Leaders to accelerate their Digital Transformation. He is client partner at Ginetta, founder at LeadersBridge GmbH and the podcast host of “The Aligned Leader Show”.

My learnings:

A) The Aligned Leader Show

It is an interview series on YouTube (with more than 130 episodes).
The show is lasting since more than 8 years as Daniel has not a commercial purpose. People like the show for its inherent value. Companies' names and job titles are not relevant on his show. What really matters are the human beings behind the stories.
It was created to connect people, share great stories and to fulfill Daniel’s own need to connect with people.

B) The CEO Collaboration Day

It was created to enable Switzerland Leaders to get closer together.
Participants use their first names to introduce themselves and not their job titles.
Also in this case, leaders come together because they believe that there is a true value in investing one day with other leaders.

Speaking about Human-to-human interactions, Daniel clearly states: “digital is good, physical is better”.

His book suggestion:

Simon Sinek “Start with why”
Seth Godin “The Dip”

Daniel’s gold nugget: "Understand the why behind everything. It is difficult to connect with somebody if you don’t understand the why"

How to contact Daniel:

https://www.linkedin.com/in/danieljordi/

Thank you Daniel!

customerexperience #leadership #innovation #transformation

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Marius is a Customer Experience expert, an outstanding innovator and Judge at International CX Awards. He was named among the 50 most influential CX experts in UK.

My learnings:

Focus on customers’ needs and try to build everything around them (also leveraging available data).
Often after the design of a new experience (or product), during the development phase, several technical challenges arise, it is a common issue that teams don’t go back to the customers and leverage the available insights again to keep the focus on the customers’ needs.
Often at project table, CX is not enough represented
Strategy and vision guide the company. Start with the right setup and mindset and keep an eye on what is happening outside a company too.
Consumer’s education is really important.

Future focused leaders are:

able to leverage the power of delegation, empowerment and motivation.
accept and support diversity (e.g., of mindset)
are more strategic and less tactical: they find wins for tomorrow and at the same time, create value in the long term in a balanced way.
think about what they can do and what they could do differently
build up on their knowhow and accept suggestions from other.

His book suggestion:

It is not a book. After the pandemic you should travel to Ethiopia. Visiting these tribes, give you energy and power.

Marius Golden Nugget: "everything starts with the consumer. no matter what you are doing, your role, … the consumer is the core, everything we are working for”

How to contact Marius:

https://www.linkedin.com/in/marius-ghios-acxs-6a184024/

Thank you Marius!

customerexperience #leadership #innovation #transformation

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The CX Goalkeeper had a smart discussion with Peter Dorrington. This is a special edition for the launch of Anthrolytics

Peter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify and co-founder of Anthrolytics.

We spoke about loyalty, empathy, personalization and the launch of Anthrolytics

My learning during this discussion:

Customer satisfaction measurements are not always a good indication of loyalty
There are different measurements methods
Hyper-personalisation will be a key success factor in future
In future, it will be possible for a business to express empathy at scale.

Peter contact details:

https://www.linkedin.com/in/peterdorrington/
https://www.anthrolytics.io/

Thank you Peter.

customerexperience #employeeexperience #innovation #digitization #analytics

I wish to Anthrolytics and its founders all the best

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The CX Goalkeeper had a smart discussion with Christopher Brooks

Christopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship.

My learnings:

CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy was a success
CXWG 2021 is starting in May 2021

Christopher’s chapter in the book Customer Experience 2 is about measuring behavioral changes

There are 25 CX drivers which are able to replicate 90% of the decision-making process
The EXQ (Experience Quality) method identifies what customer experiences drive a brand’s customers’ share of category
The MILO Matrix helps to prioritize the CX improvements base on a) What matters most to customers b) What the organization is best at delivering. Additionally, it helps to find the drivers that make the customers come back to you because of these drivers (as a key differentiator)

His book suggestion:

Customer Empathy, Alex Allwood (the last book discussed at the Limetropy book club)

Christopher's gold nugget: "in customer experience we are in service. We are looking to achieve better outcomes for other people, not ourselves, we are not part of the equation"

How to contact Christopher:

https://www.linkedin.com/in/christopher-brooks-1425b7a/
https://clientship.com/
https://www.limetropy.com/the-customer-experience-world-games-2021/

Thank you Christopher!

customerexperience #leadership #innovation #transformation

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The CX Goalkeeper had a smart discussion with Deanna Russo

Deanna is a Linkedin Strategist, Cheerleader and Accountability Partner at Leverage Up, LLC, which she founded 1 year ago. She grew her LinkedIn Following 25x in 18 months.

My learnings:

LinkedIn is for everybody, not only for job seekers. It helps to engage with other human beings, to create long-lasting relationships and to grow your business.
Direct messages to sell a product or a service don’t work. Engagement is the prerequisite!

Additionally, the three main pillars of LinkedIn are:

1) Profile:

It is your business card
Everybody you are engaging with is going to see your profile
Picture & Headline are key success factors

2) Content:

Content needs to resonate, if you want engagement
6 out of 10 people are on LinkedIn to learn
Consistency is key
Make content scalable & readable
The first sentence should have a great impact to jump to the reader’s eyes

3) Engagement:

The first hour after publishing a post is critical
You should know people that you want to engage with
Tagging people in a strategic manner helps creating engagement
Hashtags are important too
Direct message should be used to share relevant (for the reader) information
LinkedIn groups will play an important role in future

Her book suggestion:

Be from Jessica Zweig

Deanna’s gold nugget:

"I honestly believe in authenticity and when someone says, "be yourself", they are really meaning just that. If you are going to think about what you are on LinkedIn, just be yourself"

How to contact Deanna:

http://leverageupllc.com/
https://www.linkedin.com/in/deannarusso1/

Thank you Deanna!

customerexperience #leadership #innovation #transformation #linkedin #linkedinsecrets #LeverageUp #PurpleSquirrelMagnet

I am sorry for the audio quality.

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The CX Goalkeeper had a smart discussion with Adrian Swinscoe

Adrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX.

We discussed following tracks from his book:

With great power comes great responsibilities
CX is not F* metrics
Simplicity rules: ok?
The answers are right in front of view

His book suggestion: Worth It by Dan Price

How to contact Adrian:

https://www.linkedin.com/in/adrianswinscoe/
https://www.adrianswinscoe.com/
Amazon link to Adrian’s book "PUNK CX”

Adrian’s gold nuggets:

“Find something you love to do”
“Be curious about everything”

Thank you Adrian!

customerexperience #leadership #innovation #transformation

punkcx

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The CX goalkeeper had a smart discussion with Nils Hafner.

Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, make the discussions with him unforgettable.

My key learnings:

First Nils started with CRM Trends in 2006 and then moved to the Customer Experience Trend Radar 2021
The CX Trend Radar 2021 is structured in People, Process & Technology covering 18 Trends (1 additional) positioned on a maturity model.
Development in CX Management is technology driven without a real CX vision
As a matter of fact, there is an acceleration of digital and decreasing budgets. Therefore, is it important to focus on differentiating factors (compared to competition)
One item was added in 2021: governance for design and delivery
Suggested focus for 2021: Value Irritant matrix, Digital experience (instant, immersive) and Conversational AI

Something special about Nils: His hobby is “Reading and world Domination”

His book suggestion: The Effortless Experience, Matt Dixon, Nick Toman and Rick Delisi

Nils shares a quote a not the usual gold nugget: “For a complex problem there is always a simple solution, but this is most time wrong” Umberto Eco”

How to contact Nils:

http://hafneroncrm.blogspot.com/
https://www.linkedin.com/in/nilshafner/
Amazon Link to Nils Hafner's book (German)

Thank you Nils!

customerexperience #leadership #innovation #transformation #cxtrends #strategy

Die Kunst der Kundenbeziehung: Die besten Ratschläge für ein langfristig profitables CRM

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The CX goalkeeper had a smart discussion with Gabe Smith

After more than 11 years at the American Cancer Society with his last role as Senior Consultant - Customer Experience, he moved to the CXPA - Customer Experience Professional Association as content manager in 2019. He creates and curates non-biased content that connects CX professionals around the world, empowers them to overcome obstacles and drive customer-focused change within their organisations, and elevates the CX discipline in the marketplace.

My key learnings:

The mission of the CXPA is “We support CX professionals to share, learn, inspire, and grow throughout their entire career”
The CXPA has more than 4’000 members from 70 different countries
The volunteers play an important role in the community
Gabe Smith is the CX wikipedia :)
The CCXP is one of the most important certification in the CX world
It’s more than only an exam. It’s also about continuous learning

Gabe’s gold nugget (summarised): “Customer Experience is the right thing to do financially, and the right thing to do morally”

How to contact Gabe:

linkedin.com/in/gabesmithccxp/

Thank you Gabe!

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The CX goalkeeper had a smart discussion with James Dodkins

Yes, I really mean JAMES - THE CX ROCKSTAR! He was named The UK's #1 CX Influencer by Customer Experience Magazine in 2020, he is a GLOBAL KEYNOTE SPEAKER, the HOST OF AMAZON PRIME’S ‘THIS WEEK IN CX’ and a lot more. The value he brings to the CX community is outstanding.

My key learnings:

Customer outcome first
- Start always by asking: who is the customer?
- Followed by the question: what is the successful customer outcome?
- Sharing is key and continuous learning is the only way to grow
- Success doesn’t happen by accident, it is carefully planned
- Productivity hack: TikTok is great to elaborate videos which can be published afterwards on other social media.

James gold nugget 🏅: “get into the habit to ask yourself what is the successful customer outcome for the customer”

How to contact James:

https://www.jamesdodkins.com/

https://www.linkedin.com/in/jamesdodkins/

Thank you James!

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The CX Goalkeeper had a smart discussion with Stacy Sherman

Stacy Sherman is a mom of two fabulous kids and a Schnoodle dog. Fan of Simon Sinek. She is applying Simon’s WHY principles every day & mentoring others to do the same. Stacy is passionate about inclusion & thought diversity (as happy employees lead to happy customers.) She doesn’t just talk. She is a doer such as: launching “Women Leaders Making A Difference” community because she knows that small actions lead to big impacts. Stacy is the founder of DoingCXRight and at the same time she is Head of Customer Experience & Employee Engagement at a big corporate.

Key learnings:

It is important to bringing people, i.e., humans, to the table as we are designing, implementing and deploying new experiences
Technology is not the solution. It helps to e.g., to lower the effort
Do the basics right and start from the employees
Diversity and inclusion are a key success factor
As part of humanizing businesses: ask customers not just the NPS but also get information on their sentiments and feelings
Level of Effort (LOE) is an important metric
Reinforce empathy and listening to nurture relationships

How to contact Stacy:

https://doingcxright.com/

https://www.linkedin.com/in/stacysherman/

Stacy's gold nugget: "make sure you are not just talking about CX and humanizing business but really doing it. And, while doing it, lead with your heart."

Thank you, Stacy.

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The CX Goalkeeper had a smart discussion with James Perryman

James Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential.

James is the founder and director of Momentus

Key learnings:

It is all about the “moment” to make the customer fall in love with a company and stay in love with a company
There are 2 ways to understand CX maturity assessments
based on a KPIs selection in the customer journey (e.g., CSAT, NPS)
assessing the maturity internally and externally based on 6 key areas

1) Vision,

2) Leadership (Behavior),

3) Customer (VoC)

4) Culture

5) Design methodology

6) Governance.

How to contact James :

https://momentus.uk.com/
https://www.linkedin.com/in/jamesperryman1/

James' gold nugget: “Think bigger when are setting goals”

Thank you James.

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The CX Goalkeeper had a smart discussion with Peter Dorrington

Peter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify.

“Analysis without actions is academy, actions without analysis is anarchy”

Key learnings:

Experience Management is the intersection among Customer Experience, Employee Experience and Partner Experience
·Predictive behavioral analytic is the combination of data science and behavioral science (e.g., from neuromarketing, behavioral economics)
The analytical approach tries to answer the following question: why people do the things that they do, what they are going to do next and what an organization should do with that
PBA tries to understand why customers, which look identical on paper, with the same stimulus react in a different way
It is about understanding the way we make decisions: what we need, how we feel, what we want, how we get influenced, how we process experiences and what was our history
PBA monitors and predicts how customers are feeling to prepare the reaction after a change
You, as a company, can tell to me “no” but you, as a company, you need to treat me in the right way (e.g., empathy)
Challenges organization faces, e.g.,
- Misunderstanding that more data is better
- Data we hold about customers is incomplete or out of date
- Covid-19 changed customer behaviors definitively

How to contact Peter :

https://xmplify.co.uk/about

https://www.linkedin.com/in/peterdorrington/

Peter gold nugget: "Be prepared to demonstrate and quantify the value you bring to an organization. Use the business language to convenience business. ROI is key."

Thank you Peter.

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The CX Goalkeeper had a smart discussion with Nate Brown

Nate Brown is the Chief Experience Officer at Officium Labs, and the Co-Founder of CX Accelerator. His sweet spot is helping employees to understand the customer journey and how they play in role in improving it.

He defines himself as a student of Customer Experience. His vision is to helping organization and people to reduce stress and friction and making people life better.

Nate Brown speaks about "learning" as a key component of the employee experience:

Knowledge is the lifeblood of CX and people are wasting time searching for answers. Therefore, Nate point out that it is important to create a culture where learning is an everyday ritual. There are different ways to learn, to make learning effective and to

upskill agents.

also, in this case it’s about the LEARNING EXPERIENCE

The framework is based on following pillars:

1) Learning Culture

2) Strategic Alignment

3) Training Content

4) Supporting Technology

5) People and Processes

If you want to contact Nate:

www.officiumlabs.io

https://www.linkedin.com/in/cxaccelerator/

Nate’s golden nugget: “BE LEARNING A LOT”

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The CX Goalkeeper had a second smart discussion with Francesca Tempestini.

Francesca is speaking about the employee experience at Disney, as she worked there for 5 years.

Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled also during the second discussion about her experience at Disney as a cast member.

Nowadays, Francesca Tempestini is an Export Manager at FARAONE srl. She is an enthusiastic disseminator of Disney approach.

In the following discussion, she explains the whole employee journey.

It is important to invest in the employees for 2 main reasons:

Employees will be in touch with customers – “happy and engaged employees creates happy customers”. It’s really about “feeling”. Employees want to be understood and valued
Employees can service in a proper way each customer. If they feel involved and they are enabled to solve customers’ inquiries, everything is easier.

Therefore, it’s an investment in the company itself.

About motivated employees:

You can smile mechanically or because you feel it (personal implication). If a person really wants to help you, he/she can make the difference compared to a person which executes a pre-defined script.

One key principle at Disney is “Leading by example” – even Walt Disney picked up the trash from the floor. The feeling of “we are here together” is key.

Employee journey

1) Welcome Letter:

It starts before the first working day: It starts with a letter with the contract. It’s a “Welcome” letter with a lot of details about the job and to make the employee life easier
They make you feel WELCOME

2) Two days of intensive training about the park itself and cultural references you need to learn

Respect what other people are doing
Curiosity is really appreciated

3) Collaboration with other people

Everyone is there to help you
No silos mentality, working together is a key success factor
Engaged employees, happy customers

4) Motivation

Employees get motivated in different ways: rewards, team building activities, community events
Gratefulness is one of the Disney value

5) Communication among cast members

Continuous exchange of information at all levels
Other cast members are helping you and showing you your tasks by providing feedback (and helping you to improve)

6) Internal mobility

Internal mobility is supported. You can stay some hours or some days with another division and they show you the jobs
It’s also an opportunity to show to others what your team is doing

Summarizing

EX is a pre-requited for great CX
Employee experience must be planned
Clear focus on the human being – well treated, safe and empowered employees make the company successful
Brand loyalty is a reality. Employees are the first fans

Francesca is sharing her GOLD NUGGET – (quote Walt Disney)

You can dream, create, design and build the most wonderful place in the world but it takes people to make the dream reality

Francesca's contact details:

https://www.linkedin.com/in/francesca-tempestini-3bb36a53/

Thank you Francesca, it was "magic".

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Miles C. Thomas is the global head of customer service and experience at International Baccalaureate. Founder HumanizedCX & CX Wales. Chair of Judges at the CX awards and internationally recognized CX leader. A customer experience, success, service and operations leader for organizations such as Deloitte and the International Baccalaureate.

Miles explains five steps for a great service and great experiences

1) Engaging and empowering leadership – Executives who understand the importance of CX Buy-in

Leader should enable the organization (e.g., from tools and training point of view) to empower employees to meet objectives
One key success factor is to speak the language of the executives (e.g. about ROI)
Technology should be leveraged as an enabler. The focus should be on customer

2) Culture, employee experience and empowerment

The culture is behind everything you do
Employees should have a voice (as customers) to create a sense of belonging
Empower employees to make a difference: avoiding escalation and giving the employees the opportunity to solve customers’ escalation
Trust employees (they can also judge situations)
The right culture is key to solve issues

Miles shares a great example how to understand and empathize with customers, owning and clarify customers issues in a timely manner and make the customer feel happy

3) Build trust and advocacy (consistent service experience)

Make sure that customer know what to expect from us (the easiest is to share an SLA – service level agreement as “you will get an answer with the next 24h”)
A clear experience is valuable for employees and for customers (maintaining promises)
Offering consistent experiences is key and keep customer in loop on what is happening
Sometimes you can apply the “Random Act of Kindness” and provide something unexpected to the customers. Show that you care about customers.

The book of Ian Golding «Customer What» was mentioned as an example.

4) Understand your customers (VOC)

Based on three principles defined by Bruce Temkin:

i) Make sure that the service you provide meet needs

ii) make experiences low effort and

iii) make experience enjoyable

Experience data should be linked to operational data --> to predict and make right decision
The Voice of The Customer is more than a survey and should be adapted to cover the end-to-end experience
It is important to have also direct conversation with customers to build a relationship
Customers should feel heard
Employees should be act and react on the feedbacks

5) Act on this understanding (be seen to act)

If you don't act you will stop getting feedback
The actions create engagement
Even if you cannot implement something customers suggest - inform them and show your appreciation
Pay attention to complaints, here an action is always required an action. Understand how the customer is feeling, fix the issue and ensure that it is not happening again
The actions build trust, make people feeling valued

How to contact Miles:

https://www.cxwales.com/

https://www.linkedin.com/in/milesct/

His GOLD NUGGET:

Best in class companies start showing that they understand customers, that they care about customers also in a broader way (outside of the direct relationship)

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Ana Maria Zumsteg - S1 E6 - second half

....with more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers' needs across 30+ countries, Ana Maria shared some of her top learnings.

Ana Maria implemented the NPS framework at Zurich as an enabler to build a long-lasting relationship with customers and employees. The clear goal was not to measure a KPI but impacting people and their life.

During the second half of this smart discussion Ana Maria explains the silver lining among Relationship NPS (R-NPS), Transactional NPS (T-NPS) and Employee NPS (E-NPS)

The T-NPS is related to servicing while the R-NPS focus on the entire relationship with the company.

Ana Maria uses the example of Lamborghini or Ferrari. Most owners of such cars also brand’s fans (i.e., R-NPS = 10). However, after a bad service experience (e.g., car not properly washed after being in the dealership) the owner could give a low T-NPS value.

It is always about the balance among the three main components:

Brand Perception,
Value proposition (e.g., Quality of your product)
Service.

NPS is a critical component of a bigger CX ecosystem of metrics (and not one metric in isolation). Other relevant KPIs could be:

Brand awareness
Product comparison
Competitors comparison
Market studies
Business KPIs like ROI

The Employee satisfaction (E-NPS) plays a crucial role for reaching real success in a customer centric transformation.

to conclude the smart discussion with a quote to ponder on "There is only one boss: The Customer " (Sam Walton).

Ana Maria's contact detail is: https://www.linkedin.com/in/ana-maria-zumsteg/

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With more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers' needs across 30+ countries, Ana Maria shared some of her top learnings.

Ana Maria implemented the NPS framework at Zurich Insurance as the enabler to build a long-lasting relationship with customers and employees. From the beginning, the clear goal was not to measure a KPI but impacting people and their life. The core of her work focuses on "building relationships with customers" and not on creating a measurement framework. CX is really about understanding the customers.

The KPI is only the cherry on top of the cake. There are three relevant drivers, which need to be properly understood:

· The brand’s perception,

· The value proposition (e.g., price) and

· The customer servicing

In particular, the customers' feedbacks are really important to understand what is behind a relationship and how it is possible to build it in a positive way.

Ana Maria explains also how to leverage such a mindset: if you start working and implementing your vision, you should use some KPIs to measure ,where you are. By using KPIs such as NPS you can be faster at identify improvements. Gaining awareness and delivering on areas that really matter to the customer is key.

It could be possible that the NPS gets interpreted as a “control tool”. Therefore, it is important to ensure a proper understanding of it. For example by starting by sharing positive feedbacks, celebrating employees which are positively impacting people life helps making it understandable.

Also, the negative feedbacks could help to understand what customers think and quickly identify pain points. Additionally, not all changes with a strong positive impact on CX, require a financial investment. Sometimes, merely changing the messaging strategy or simple changes in the way processes took place had a tremendous and immediate impact on CX.

It is clear, that the NPS as a measurement shows some weaknesses. For example, the NPS values cannot be compared among different countries (American people rates differently than people from Germany).

The first discussion with Ana Maria ends with her interesting question.

· "Who are we really?"

· "Which roles are we taking in life?"

She states that everybody is covering different roles as in business as in the private life. Ana Maria is convinced that people should show their real personalities.

“Be who you are among these roles" and in front of challenges there are 2 choices: “start coping with the challenge or start crying". ... And it is clear which way people should take.

At the end, Ana Maria's shares her GOLD NUGGET: "Decide who you are, live by your values, treat customers and employees by those values. When you look at yourself at the mirror, you shuold look free and happy."

In relation to the NPS: "whatever you do, whatever framework you use, the real essence of a customer experience strategy is to build relationships. You build relationships with integrity, listening and accepting what you listen to."

Ana Maria's contact details are: https://www.linkedin.com/in/ana-maria-zumsteg/

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Francesca Tempestini Serie 1 - Episode 4

Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled during this smart discussion about her experience at Disney as a cast member.

Francesca Tempestini is an Export Manager at FARAONE srl and NODO srl. She is an enthusiastic disseminator of Disney approach.

Francesca is sharing following core principles, she learnt at Disney and she is still applying years after she left Disney:

· Place people at the center of everything you are doing

· Put the right attention to the human connections

· Every interaction has a reason

· It is “natural” to listen to people

· Leverage your emotional connection

The Disney Mission (source: https://thewaltdisneycompany.com/about)

The mission of The Walt Disney Company is to entertain, inform and inspire people around the globe through the power of unparalleled storytelling, reflecting the iconic brands, creative minds and innovative technologies that make ours the world’s premier entertainment company.

We discussed that this definition is:

All about PEOPLE
About moving emotions
This is a mission that every company could share! (not only in the entertainment business)

Please remark that:

Guests is the definition of customers at Disney
Cast Members is the definition of employees at Disney

Francesca shared her experiences during the first days at Disney with us:

During the selection interview, she mentioned that she was not sure about where exactly to work, therefore she got the opportunity to start a training program, which had lasted for 15 months before she decided where she wanted to work.

The first days were full of enthusiasm and she participated to the first training named “TRADITION”

During this training, Disney make sure that all the relevant information as values, historical data and organizational cornerstones are properly shared.

Francesca states, that this training is really important because it gives to the cast member a clear perspective on what to do, what are the expectations and to ensure that there is an aligned “FIT”.

It’s very well known that cast member in the Disney parks have three main tasks.

Make the job you are hired for
Take care of the guests
Take the property clean

These are “natural” values! if you are working for Disney or not, there are simple tasks that should keep in mind.

Afterwards Francesca shares some interesting interactions with some guests

“The stroller story”
“How to keep bees busy in the Disney parks”

With following learnings:

Pay attention to details and go the extra mile
Empower employees to completely fulfill their duties
Be passionate about what you are doing
Internal information sharing among cast members is a key success factor
It is not “because of Disney” - everywhere you can leverage the Disney approach
Take care of the guests (it is not about spending millions of dollars)

At the end Francesca shared her GOLD NUGGET:

“Just keep swimming (Nemo)”

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Martin Wettstein is an innovative and strategy driven senior leader with over 20 years of front-line experience establishing new IT functions from the ground up, rebuilding existing departments, and developing and implementing best-in-class systems, procedures, and policies. Martin is adept at creating long-term strategies, aligning IT deliverables with business objectives, and supporting drastic business transformations and disruptions.

He strongly believes that people, computer and knowledge are key to anything happening in our industries.

Martin shared following highlights and a lot more during this podcast:

in general:

"yesterday's innovation is today's legacy and tomorrow’s strectfall”
“to create a good user experience it sounds very easy but it’s a nightmare to get”
“automation starts from the core and not from the interface to the customers”

about working from home:

move from “presence management” to “ result management”
we believe in people
we still need to feel sense and see people

about industrialization of programming:

“we will get it as a service”

his GOLD NUGGET:

“be always kind to people, don’t judge them, listen to them”

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Heike Wiegand is Partner at KPMG in the insurance practice. She is an expert in several fields like insurance, strategy and consulting. In this episode Heike shares his view of the status of the insurance Industry. In particular, she is giving some great insights on digitization and customer experience. Additionally, she explains how the consulting business is evolving during the COVID-19 pandemic.

I had the pleasure to directly work with Heike. I learnt a lot from her. I particular I really appreciated her strategic, long-term view.

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Jonathan Daniels is very well known in the CX world.

He is the author of the book "The Customer Experience Playbook"

He is dedicating his time co-creating, training and coaching organisations and leaders, giving practical tips on becoming customer-centric.

Cofounder of cx-brussels
Director of cx-centric.com
Director of daniels-solutions.com

CX Goalkeeper - Customer Experience, Business Transformation & Leadership: Recent Episodes

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