THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership (Gregorio Uglioni)

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!

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/

The Top 3 Key Learnings

1. 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.
2. 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.
3. 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:

Apple Podcast: Apple Podcast Link

Spotify: Spotify Link

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!

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".

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

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:

1. Discover the Underrepresented World of B2B CX: Jim shares why B2B sectors are pivotal and often overlooked, shedding light on unique challenges and opportunities.

2. 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.

3. 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:

- [Apple Podcasts](https://apple.co/3qYr4nh)

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Learn more about our journey and join the community at [CX Goalkeeper](https://www.cxgoalkeeper.com/Podcast) and discover more about your host [here](https://www.cxgoalkeeper.com/Aboutme).

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!

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

🚀 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:

1. AI's Role in Customer Feedback Analysis: Discover how AI can sift through customer feedback to provide actionable insights.
2. The Essence of Net Promoter Score: Unravel the importance of NPS in gauging customer loyalty and satisfaction.
3. 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

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

CX Goalkeeper Podcast (video)

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

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

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

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:

1. Omni-Channel Integration: It’s crucial to integrate all customer touchpoints, ensuring a seamless and consistent experience across channels.

2. Employee Engagement: Engaging and empowering employees with the right technology is essential for delivering exceptional customer service.

3. 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

Subscribe and Follow:

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

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

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

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

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!

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!

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)”

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.

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:

1. 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.
2. Balancing Digital and Traditional Experiences: Learn how integrating digital enhancements with traditional, nature-centric childcare can meet modern expectations and improve customer satisfaction.
3. 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:

• Apple Podcasts
• Spotify
• YouTube

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.

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

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

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

1. 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.
2. 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.
3. 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:

• Podcast Page: CX Goalkeeper
• Apple Podcast: Listen on Apple
• Spotify: Listen on Spotify
• YouTube: Watch on YouTube

Let’s continue transforming CX together.

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

The CX Goalkeeper had the great opportunity to interview Sandra Thompson

LinkedIn Headline: Founder of the Ei Evolution CX & EX Consultancy| CX & EX Educator| 1st Goleman Emotional Intelligence Coach in the UK| TEDx speaker| Applied CX & EI course lead| Contributing author to PUNK XL

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

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

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 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!

​

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

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.

Featured Quotes:

1. “Doing the right thing is essential for a sustainable, profitable organization.”
2. “Happy employees are the key to happy customers.”
3. “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

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

1. 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.
2. 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.
3. 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

Enjoyed this episode?

Follow and Subscribe to the CX Goalkeeper Podcast!

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

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

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

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

1. 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.
2. Empathy Meets Automation: While human connections remain essential, companies must also adapt to machine interactions that prioritize efficiency and convenience.
3. 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:

• Podcast Page
• Apple Podcast
• Spotify
• YouTube

Feedback is always welcome—don’t hesitate to reach out and share your thoughts!

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

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

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

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:

1. Demystifying AI for Strategic Advantage: Learn how AI can transcend beyond the buzzword to become a core component of strategic decision-making in businesses.
2. Data Mastery for AI Success: Discover the critical importance of data quality, organization, and analysis as the foundation of successful AI implementation.
3. 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
• Apple Podcast: Subscribe on Apple Podcast
• Spotify: Subscribe on Spotify
• Google Podcast: Subscribe on Google Podcast
• 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.

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

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

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:

1. Understanding Customer Expectations: Learn how shifting consumer behaviors and expectations require businesses to adapt swiftly to remain competitive.

2. 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.

3. 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:

- Apple Podcasts: https://apple.co/3qYr4nh

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

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!

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.

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!

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:

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

Follow, rate and review the Podcast:

Don't miss out on future episodes -

https://www.cxgoalkeeper.com/podcast

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

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

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

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
• Listen and Subscribe on Spotify: Click Here
• Watch on YouTube: Click Here
• 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!

The CX Goalkeeper had a smart discussion with Maurice FitzGerald

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:

- 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

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:

1. 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.
2. Human-Centric Approach to Technology: Understand how technologies like AI and blockchain are enhancing, not replacing, human roles in society.
3. 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.

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

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

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

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:

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

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

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/

Subscribe and Follow: Don’t miss out on future episodes! Subscribe to the CX Goalkeeper Podcast

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

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

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

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

The CX Goalkeeper had the great opportunity to interview Faran Niaz

LinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder-CX FUTURE | Awards JUDGE | Motivation & KEYNOTE Speaker

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

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

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/

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

1. 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.
2. 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.
3. 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

I hope you find this blog post helpful for your WordPress content. Please let me know if you’d like any adjustments! Don’t forget to follow and subscribe to the podcast:

• Apple Podcast
• Spotify

Looking forward to your feedback!

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

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

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!

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

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.

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

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

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)

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

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

CX Goalkeeper Podcast (video)

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

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

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

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 game!

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

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

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

Did you enjoy this blog? Share your thoughts, and let us know how we can improve!

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Thank you for being part of the CX Goalkeeper journey!

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”

Unlocking the ROI of CX - Making its Business Case

The CX Goalkeeper had the great opportunity to interview Jessica Noble

LinkedIn Headline: Transformation Strategy & Execution | Organizational Change & Org Design | Customer & Employee Experience | C-level Advisor | Author | Speaker | MBA, CCXP, PMP, MCP |

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

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

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.

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

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 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!

​

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

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

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

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

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

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

1. 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.
2. Collaboration drives innovation: Bringing diverse teams together fosters unique perspectives that enhance problem-solving and customer-centric initiatives.
3. 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.

Did you enjoy this episode? Don’t miss future insights on customer experience, leadership, and transformation! Follow and subscribe to the CX Goalkeeper Podcast:

• Podcast Page: CX Goalkeeper
• Apple Podcast: Subscribe
• Spotify: Listen Now
• YouTube: Watch Here

Your feedback is valuable. Please leave a comment, share, and help us promote this podcast. Thank you for being part of the CX Goalkeeper community!

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

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

CX Goalkeeper Podcast (video)

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

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

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!

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

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

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

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

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.

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

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

Thank you for listening, and don't forget to share this episode with your network!

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

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

1. Value Creation: Continuously focus on adding value in every interaction to build lasting customer relationships.

2. Speed and Responsiveness: In a time-sensitive world, being fast and responsive is a competitive advantage that customers greatly appreciate.

3. 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

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:

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

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

Your feedback is invaluable, so please feel free to share your thoughts!

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

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

1. 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.
2. 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.
3. 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:

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

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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

1. Understanding Customer Purpose: The Jobs to Be Done framework helps uncover the true reasons behind customer behaviors, leading to more targeted and effective solutions.
2. Holistic Customer Segmentation: Moving beyond demographics and traditional segmentation, this approach considers functional, emotional, and social aspects of customer jobs.
3. 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:

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

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

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

1. 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.
2. 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.
3. 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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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.

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 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

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.

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

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:

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

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

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

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

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

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

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 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!

​

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

The CX Goalkeeper had the great opportunity to interview Deirdre Martin

LinkedIn Headline: Website & Marketing Strategies that actually work | Clarify your brand’s message | StoryBrand Certified Guide | Customer Experience Coach/Trainer | EQ Certified | Sales & Performance Coach| Best-Selling Author

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

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

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

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