Explorez tous les épisodes du podcast Business Transformation Pitch with The CX Goalkeeper
| Titre | Date | Durée | |
|---|---|---|---|
| The Future of Aged Care: How Ohana is Changing Home Healthcare | 02 Jun 2025 | 00:31:52 | |
This episode is a powerful conversation with Peter Nicholson about transforming home healthcare through Ohana. Discover how his personal mission and professional background are creating real change in aged care, training caregivers with purpose, and helping older adults live with dignity. About the Guest Peter Nicholson is Managing Director of ALTKEA, a global healthcare consultancy. For five years, he was responsible for the global business development function of Dermavant Sciences GmbH and was GM of its Swiss affiliate before the company was acquired by Organon. Prior to that, he was responsible for the global strategy and business development functions at Galderma (Nestlé / L’Oréal), and before that at Mentor (Johnson & Johnson) and Inamed (Allergan), where he led the groups responsible for strategic partnerships, licensing agreements, acquisitions, joint ventures, divestitures and out-licensing. He spent six years at Amgen working in product development, investor relations and product licensing roles created the company’s corporate venture capital program. He became aware of issues in elder care through his parents’ health decline and co-founded of OHANA HEALTH, a social impact company focused on professionalizing the vocation of caregiving to upskill workers and empower them to provide person-centered care for older adults while lowering the burden on healthcare budgets. Relevant Links: https://www.linkedin.com/in/peter-nicholson-b9b3ab1b7/ The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Welcome 01:22 Guest Introduction: Peter Nicholson's Background 03:09 Values Driving Professional Life 04:16 The Origin and Meaning of Ohana 05:05 Challenges in Aged Care and Demographic Shifts 07:18 Inspiration Behind Ohana and Its Mission 11:55 Innovative Training and Workforce Development 23:21 Future Vision and Global Expansion 27:26 Conclusion and Final Thoughts Follow & Subscribe to the CX Goalkeeper Podcast: - Apple Podcast: http://cxgoalkeeper.com/apple - Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment or share your feedback! | |||
| Revisited: Never Lose an Employee Again with Joey Coleman | 26 May 2025 | 00:34:47 | |
We are revisiting one of the most downloaded episodes of the CX Goalkeeper Podcast; we were joined by Joey Coleman, an expert in customer experience and the author of "Never Lose an Employee Again." This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both. Top 3 Key Takeaways
Joey Coleman: Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he collaborates with organizations worldwide, ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His two books have received critical acclaim, and both were instant Wall Street Journal bestsellers. Never Lose a Customer Again offers strategies and tactics for turning one-time purchasers into lifelong customers, and his newest book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he’s spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his fantastic wife and two young sons. Contact Details: With insightful observations and actionable advice, this episode is a must-listen for anyone seeking to enhance their company’s customer and employee experiences. Follow, rate, and review the podcast. - Apple Podcast: http://cxgoalkeeper.com/apple - Spotify: http://cxgoalkeeper.com/spotify | |||
| YOU ARE THE BOSS: BECOME THE MANAGER YOU WANT TO BE | 19 May 2025 | 00:21:17 | |
Are you truly the leader you want to be—or just reacting under pressure? In this powerful episode, Sabina Nawaz shares hard-earned insights from decades of coaching CEOs and writing her new book, You Are the Boss. Discover how to navigate leadership challenges and lead with intention, clarity, and care. About the Guest Sabina Nawaz is an elite executive coach who advises C-level executives and teams at Fortune 500 corporations, government agencies, nonprofit organizations, and academic institutions worldwide. Sabina gives dozens of keynotes, seminars, and conferences each year and teaches faculty at Northeastern and Drexel Universities. During her fourteen-year tenure at Microsoft, she transitioned from managing software development teams to leading the company’s executive development and succession planning efforts for over 11,000 managers and nearly 1,000 executives. She is the author of YOU'RE THE BOSS: Becoming the Manager You Want to Be (and Others Need). Relevant Links https://www.linkedin.com/in/sabinanawaz/ https://www.instagram.com/sabinacoaching/ The Top 3 Key Learnings
Chapters 00:00 Welcome and Guest Introduction 00:55 Career Highlights and Values 03:01 Discussing the Book: 'You Are the Boss' 03:20 Recognizing and Managing Power and Pressure 07:36 Effective Leadership Communication 13:01 Managing Stress and Wellbeing 15:38 Leadership Blind Spots and Continuous Improvement 18:57 Final Thoughts and Golden Nugget Keywords: leadership development, Sabina Nawaz, CX podcast, you are the boss book, pressure in leadership, power gap in management, leadership blind spots, self-care for leaders, executive coaching, shut up muscle, micro habits for stress Follow & Subscribe to the CX Goalkeeper Podcast: Podcast Page Apple Podcast Spotify We’d love to hear your thoughts — leave a comment or share your feedback! | |||
| Energizing Teams, Delighting Customers: Stacy Sherman on Doing CX Right | 12 May 2025 | 00:22:31 | |
In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty. A Short Description of the Guest Stacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring that CX is done right. Her dedication to improving customer and employee experiences shines through her work, including speaking engagements, workshops, and her podcast. Contact Details: Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/ Stacy’s webpage: https://doingcxright.com/ Stacy’s podcast: https://doingcxright.com/podcasts/ 3 Key Learnings
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| Workforce Management in the Digital Age | 05 May 2025 | 00:23:43 | |
This episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of “WFM Unfiltered,” shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age. About the Guest a few words from Irina: My entire career has been in WFM. I have performed all the operational roles in the WFM cycle—from forecaster, planner, intraday specialist, to Manager. I have also worked as an external consultant and on the vendor side. As a result, I’ve delivered WFM solutions, optimised planning processes, and set up WFM teams, structures, and methods from scratch in over 50+ small, medium, and large organisations across the Globe, from China to the US, Canada, Australia, India, South Korea, and in the whole of Europe. I currently have my own company, RightWFM, a consulting company that delivers WFM solutions, from setting up teams and structures to optimising current processes and selecting, implementing, and optimising software. I am also the host of WFM Unfiltered. Relevant Links https://www.linkedin.com/in/irina-mateeva-wfm-consultant https://www.youtube.com/@WFMUnfiltered The Top 3 Key Learnings Workforce Management Is CX’s Front Door: Great customer experience starts with having the right people available. WFM is not just a scheduling function—it’s how businesses show up for their customers. AI Should Enable, Not Replace: Automation is powerful for removing waste, but the real value comes from insights and human-led analysis. You can get your processes right before you jump into tech. Hybrid Work Needs Human Touch: Remote work stays here, but complete remote setups can limit connection and teamwork. Balance flexibility with in-person interaction to build strong teams. Chapters 00:00 Introduction and Guest Welcome 00:55 Irina's Background and Podcast 02:37 Core Values in Professional Life 03:44 Impact of Workforce Management on Customer Satisfaction 05:54 Integrating AI in Workforce Management 10:03 Challenges of Hybrid and Remote Work 13:18 Handling Customer Expectations and Seasonal Peaks 18:23 Top Priorities for Contact Center Leaders 20:41 Future of Workforce Management and Final Thoughts Keywords customer experience, workforce management, WFM, Irina Hollatz, Gregorio Uglioni, contact centers, AI in customer service, automation, hybrid work, remote teams, process improvement, digital transformation, employee experience, empathy in leadership, Black Friday operations, scheduling optimization, call center leadership, workforce strategy, customer service technology, WFM consulting, 🎧 Enjoyed this episode? Please follow and subscribe to the podcast to stay updated on impactful conversations like this one! 🍏 Apple Podcast: https://apple.co/3qYr4nh 🎧 Spotify: https://bit.ly/3GhCGXeCXGK We’d love your feedback! Let us know your thoughts and what you’d like to hear next. Thank you for being part of the CX Goalkeeper community! | |||
| Best Of: Simplification at the Core: Lou Carbone on Refining Business Strategies | 28 Apr 2025 | 00:28:28 | |
In the ever-evolving customer experience landscape (CX), the CX Goalkeeper Podcast stands out by bringing thought leaders and industry pioneers to discuss the future of customer engagement and leadership. This "best of" is no exception, featuring an insightful conversation with Lou Carbone, a trailblazer in experience management and the founder of Experience Engineering. About the Guest: Lou Carbone Lou Carbone has been at the forefront of customer experience for decades, helping organizations shift their focus from transactions to transformative experiences. With a career spanning several years, Carbone’s methodologies have influenced countless businesses to reevaluate how they interact with their customers, making him a sought-after speaker and consultant in CX. For more on Lou Carbone’s work, follow him on LinkedIn or visit the Experience Engineering website. Three Key Learnings
Listen to the Episode Dive deeper into these insights by listening to Episode 167 of the CX Goalkeeper Podcast with Lou Carbone. Tune in to discover how to transform your organization’s customer experience from ordinary to extraordinary. | |||
| The CX Leadership Blueprint: Build It Right from Day One | 21 Apr 2025 | 00:27:41 | |
In Episode 233 of the CX Goalkeeper Podcast, host Gregorio Uglioni speaks with Sarah Caminiti, Head of Customer Service in the US at Acam and the host of the Epical Growth podcast. This episode dives deep into foundational leadership and how it shapes strong CX teams and business results. Sarah shares powerful, real-life insights on building empowered teams, asking better questions, and leading with empathy and purpose. This episode is a goldmine if you're a CX leader or an aspiring one. About the Guest Sarah Caminiti is a dynamic leader in customer experience, career coaching, and strategic alignment. She hosts Epochal Growth, a podcast that explores transformative leadership, empowerment, and the realities of the business world, celebrating the journeys of industry leaders and innovators. Active in the ElevateCX community, frequent panelist on industry webinars and a sought-after speaker, Sarah is also the creator of the RVA Framework, a tool that helps to align professional goals with core values for personal and career fulfillment. Through her work, Sarah inspires others to embrace alignment and growth, challenging assumptions and championing authenticity in leadership. Epochal Growth just completed it's first season and she is planning Season 2 for 2025 while also enjoying a little extra time with her family in Providence, RI. Relevant Links https://www.linkedin.com/in/sarah-caminiti-5827b784/ https://www.epochaloperations.com/ https://epochalgrowth.buzzsprout.com/ The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Welcome 00:56 Sarah's Background and Career 01:53 Core Values in Leadership 03:51 Foundational Leadership in CX 06:08 Practical Leadership Examples 11:14 Effective Questioning Techniques 16:24 Value Creation in Leadership 22:31 Advice for New CX Leaders 24:57 Future of CX and Final Thoughts We’d love to hear your thoughts! What did you learn from this episode? Please leave us your feedback, and don’t forget to follow and subscribe to the CX Goalkeeper Podcast: Thank you for being part of our CX community! | |||
| The Disney Magic: Lessons Every Business Can Use Today | 14 Apr 2025 | 00:28:38 | |
Released date: April 2025 Episode Number: 233 Name of the guest: Vance Morris Why You Can't-Miss This Episode In this magical episode, Vance Morris shares powerful customer experience strategies straight from the Disney playbook. As a former Disney cast member and a business owner who successfully adapted these strategies into non-glamorous industries like carpet cleaning, Vance reveals how any business can create unforgettable experiences. This is a masterclass on turning ordinary services into extraordinary performances. About the Guest Vance helps business owners get, serve, and keep clients for life through creating experiences and response-required marketing. He is a former birth control factory security guard turned Disney leader, bankruptcy out-of-work executive turned carpet cleaner, and successful entrepreneur. Author of: Systematic Magic, 7 Magic Keys To Disnify Your Business, Tales From The Customer Service Crypt. Award: Longest reigning Marketer of the Year; 2015-2019 Relevant Links https://www.facebook.com/vance.morris.9/ https://www.linkedin.com/in/vancemorris/ https://www.deliverservicenow.com The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Welcome 00:39 Meet Vance Morris: From Disney to Business Owner 05:10 The Magic of Disney: Lessons for Businesses 09:15 Creating Memorable Customer Experiences 14:24 Transforming Business with Personal Touches 23:19 The Importance of Employee Experience 26:33 Final Thoughts and Key Takeaways Keywords Disney customer experience, Vance Morris, Disney magic in business, customer service excellence, emotional connection in business, CX strategies, business transformation, Gregorio Uglioni podcast, employee experience, customer journey, customer loyalty tips, Disney cast member lessons, deliver service now, business culture tips, performance mindset in business. If you enjoyed this episode, please let us know! We'd love to hear your thoughts—leave a comment, share it with your network, and tell us what inspired you the most. And don’t forget to follow and subscribe to the CX Goalkeeper Podcast never to miss a magical conversation: Podcast Page: https://www.cxgoalkeeper.com/Podcast Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK | |||
| The Way of Working Changed: Building Human-Centered Companies | 07 Apr 2025 | 00:28:30 | |
In this inspiring episode of the CX Goalkeeper Podcast, Luke Jamieson shares his bold vision for the future of work, customer experience, and employee engagement. From human-centered organizations to the power of authenticity and observability in CX, Luke’s energy, ideas, and real-life stories will challenge the way you think about leadership, workplace culture, and recognition. About the Guest Luke is one of the top global influencers and thought leaders on cx, employee engagement and the future of work. What made him this influencer? His rebellious, unconventional approaches, high energy, and creativity. Often referred to as the CX Larrikin he is an inspiring and refreshing keynote speaker, podcaster and blogger who's been featured in numerous publications including The Wall Street Journal and The Australian. He studied design thinking at D.school, Stanford University, is a certified LEGO® Serious Play® facilitator and the co-host of the wildly popular gameshow-like series Twenty20ish. Relevant Links https://www.linkedin.com/in/luke-jamieson/ https://www.youtube.com/@GdayLukeJamieson The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Welcome 00:57 Luke Jameson's Background and Passion 01:56 The 2020ish Project 04:02 Values Driving Professional Life 06:12 Future of Work and Flexibility 10:24 CX Observability and Frictionless Experiences 17:36 Senses of Engagement and Recognition 24:35 Future Predictions and Closing Remarks Keywords customer experience, employee engagement, CX observability, future of work, flexible workplace, hybrid work, appreciation in the workplace, human-centered organizations, Luke Jamieson, Gregorio Uglioni, CX podcast, sense of engagement, reducing friction, workplace culture, reward and recognition, authenticity in leadership We’d love to hear from you! What was your biggest learning from this episode? Leave a comment, connect with us, or share the episode with your team! Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK | |||
| The AI-Powered Data Revolution: What Leaders Need to Know | 31 Mar 2025 | 00:23:08 | |
Discover how to harness AI and cloud technology to revolutionize your data strategy. Aravind Nuthalapati explains how businesses can leverage AI-driven insights, overcome cloud migration challenges, and position themselves for competitive success. About the Guest Aravind is a Cloud Technology Leader specializing in big data and cloud technologies, where he focuses on driving strategic modernization of data ecosystems to support diverse analytics use cases. With a proven track record of delivering scalable and cost-effective solutions, Aravind Nuthalapati excels at aligning business objectives with innovative technology strategies. He has extensive experience leading large-scale big-data cluster management and cloud migration initiatives, driving significant architectural enhancements that optimize ROI and reduce operational expenses. Recognized for his ability to adopt and implement emerging technologies quickly, Aravind is a trusted advisor across functions. He is known for his cutting-edge AI, cloud, and data solutions expertise. Relevant Links https://www.linkedin.com/in/findaravind The Top 3 Key Learnings
Chapters 00:00 Introduction to CX Goalkeeper Podcast 00:28 Meet Aravind, a Technology Enthusiast 00:44 AI Power Data Revolution: What Leaders Need to Know 02:20 Modernizing Data Ecosystems for Advanced Analytics 05:37 Challenges and Solutions in Cloud Migration 08:31 Best Practices for Delivering Cloud Solutions 12:02 Future of AI and Cloud Integration 15:38 AI Transforming Data Analytics: Next 3-5 Years 18:38 AI and Cloud: Vision for the Next 10 Years 20:08 Final Thoughts and Contact Information 20:35 Golden Nugget and Conclusion Rate and review the CX Goalkeeper Podcast. It means the world to us! Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK | |||
| The REAL Top CX Predictions for 2025 | 24 Mar 2025 | 00:22:51 | |
In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve. About the Guest Peter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Although headquartered in Montreal, Québec, Canada, Peter’s clients come from every corner of the globe, so odds are he knows your city well. Peter’s passion for CX and BPO shines through in the connections he makes worldwide, and his ability to bring great people together is second-to-none. Contact Peter today and learn how he can help your business thrive in the dynamic world of customer experience outsourcing. Relevant Links https://ryanadvisory.com/about/ https://ryanadvisory.com/top-cx-predictions-for-2025/ Podcast: CX Files: https://cxfiles.libsyn.com/ The Top 3 Key Learnings
Top 3 Quotes
Chapters 00:00 Welcome and Introduction 01:38 Guest Introduction: Peter Ryan 02:50 Values Driving Professional Career 04:23 Top CX Predictions for 2025 04:30 Agent AI Transformations 07:56 Consolidation of Mid-Market BPO Players 10:04 Real-Time Automated Voice Translation 14:25 Economic Impact on CX Budgets 16:29 Future of Customer Analytics 18:39 Fast Forward: CX in 10 Years 20:55 Final Thoughts and Golden Nugget Keywords customer experience, CX predictions 2025, Peter Ryan, Gregorio Uglioni, Agent AI, mid-market BPO, voice translation AI, CX trends, CX Goalkeeper Podcast, customer analytics, CX transformation, AI in contact centers, BPO consolidation, CX strategy, customer service innovation, offshore CX delivery, real-time voice AI, 👉 Please don’t forget to follow and subscribe to the podcast to stay up to date on CX trends: | |||
| Best Of: Pioneering CX Leadership: Karl Sharicz's Journey | 17 Mar 2025 | 00:34:03 | |
In this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it means to be a leader in the customer-centric world of today. What You'll Learn:
Karl's contact details: Follow, rate and review the podcast: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Customer Experience, Leadership, CX Strategy, Change Management, Servant Leadership, Business-to-Consumer, Karl Sharicz | |||
| Highlight: Leading with Data and Harnessing AI with Jim Iyoob | 10 Mar 2025 | 00:33:16 | |
Fantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses. About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service. In This Episode, You Will Learn:
Connect with Jim Iyoob: Your Host:
CX Goalkeeper Podcast (audio) Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Don't forget to subscribe to the CX Goalkeeper Podcast on your favorite platform. Share this episode with your colleagues who are passionate about customer experience and AI. Leave a review and let us know what you think! | |||
| Transforming Digital Insurance Space with CX | 03 Mar 2025 | 00:24:49 | |
In this episode of the CX Goalkeeper Podcast, I had the pleasure of speaking with Rajesh Sankaran, a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance, the challenges of balancing the human touch with technology, and why emotional value is key to customer loyalty. Rajesh shared valuable insights on AI, digital transformation, and personalization strategies in the insurance industry. If you want to understand how Netflix, Amazon, and other digital giants influence insurance CX, this episode is a must-listen! About the Guest Rajesh is an insurance and e-commerce executive and technology leader passionate about harnessing technology to solve business problems. With 25+ years of experience helping large Insurance, Manufacturing, Communications, and Technology enterprises grow and expand. He is a technologist who came up through development, business analysis, and program management, allowing me to manage implementing/supporting enterprise scale delivery to grow businesses and solve complex problems. He works with organizations on CRM rollout, data insights, and Agile delivery. In his current gig, he builds a platform for D2C sales. The customer is king, and he is obsessed with ensuring our customers get the best experience with every interaction—2nd runner-up in CXPA awards. Relevant Links https://www.linkedin.com/in/rajeshsank/ The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Welcome 00:22 Rajesh Sankaran's Background 01:07 Core Values in Professional Life 01:47 Digital Transformation in Insurance 04:54 Challenges in Delivering Customer Experience 13:00 Balancing Technology and Human Touch 20:01 Future of AI in Insurance 22:19 Looking Ahead: The Future of Insurance 23:43 Conclusion and Final Thoughts Keywords digital insurance, customer experience in insurance, CX transformation, AI in insurance, insurance digitalization, omnichannel insurance, personalized insurance, customer loyalty in insurance, insurance technology, emotional value in CX, future of insurance, AI-driven CX, insurance automation, human touch in insurance, | |||
| Highlight - Uplifting Eastern Bank: Human Centred Transformation with Rich Dorfman | 24 Feb 2025 | 00:32:16 | |
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:
Connect with Rich Dorfman:
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 | |||
| Innovate or Die: Why Proactive Service is Key to Lasting Success | 17 Feb 2025 | 00:26:55 | |
In this episode of the CX Goalkeeper Podcast, Valerie Peck shares her insights on why proactive service is key to long-term business success. We explore the power of innovation, the role of data in anticipating customer needs, and why reactive customer experience strategies are no longer enough. This episode is a must-listen if you want to stay ahead in the competitive CX landscape! About the Guest Valerie leads Elevate-X Consulting, where she helps organizations integrate customer intelligence into every aspect of their business, from strategy to data activation. Her expertise in customer intelligence-driven experience management has been honed over a distinguished career marked by strategic leadership and a commitment to innovation. Valerie is an entrepreneur and developed the pioneering experience mapping tool SuiteCX and led several consultancies before selling SuiteCX two years ago. Now, back in consulting, her approach integrates data-driven and 1-to-1 management consulting principles with the ‘how-to’ of technology implementation, ensuring customer success is at the forefront of every initiative. She helps her clients champion advancements in understanding where they are with their ability to delight their customers and enhance retention, acquisition, and loyalty. She believes that Applied Customer Intelligence and the innovation it enables make and keep both B2B and B2C companies ever more competitive. Relevant Links linkedin.com/in/valerie-peck-4b143 The Top 3 Key Learnings
Chapters 00:00 Introduction and Welcome 00:32 Meet Valerie: A Journey in Customer Experience 03:41 Innovate or Die: Proactive Service for Success 05:24 Defining Customer Experience 06:48 Valerie's Best and Worst Customer Experiences 11:02 Proactive Customer Experience Strategies 13:01 The Role of Data and Feedback in CX 17:39 Building a Proactive Company Culture 19:51 Future Trends in Customer Experience 25:16 Valerie's Golden Nugget and Conclusion Keywords customer experience, CX innovation, proactive customer service, customer intelligence, CX strategy, predictive analytics, business transformation, customer loyalty, brand promise, digital transformation, CX leadership, customer data, AI in CX, proactive engagement, customer retention, future of CX, CX metrics, innovation in customer experience, Did you enjoy this episode? 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 We’d love to hear your feedback! Let us know your thoughts and suggestions to keep improving the podcast. | |||
| HIGHLIGHT: Strategy for Sustainable Growth | 11 Feb 2025 | 00:21:33 | |
Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This is one outstanding REPLAY of the top episodes! This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures. Monika Schulze, a luminary in strategic marketing, shares her unparalleled insights on navigating the digital age with a customer-centric approach. Don't miss this masterclass in leveraging challenges for growth, understanding the evolving role of CMOs, and preparing for the future with AI. Key Learnings
Monika's linkedin profile: https://www.linkedin.com/in/monikaschulze/ Dive deeper into the conversation and join our growing community:
Tune in for this incredible episode and become part of the conversation shaping the future of customer experience and leadership. Please leave a comment and rate this podcast. | |||
| Creating Workplaces Where People Thrive: A New Approach to Wellbeing | 03 Feb 2025 | 00:40:09 | |
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 www.linkedin.com/in/craig-fearn1 The Top 3 Key Learnings
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 | |||
| HIGHLIGHT: Charting the Future: AI, Culture, and Leadership in Customer Service | 27 Jan 2025 | 00:30:39 | |
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:
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 | |||
| PIVOTING STRATEGIES FOR TOUGH CUSTOMERS & TOUGH EMPLOYEES | 20 Jan 2025 | 00:30:08 | |
Why You Can't-Miss This Episode In this captivating episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement. About the Guest Marilyn Suttle has a proven track record of transforming customer relationships and elevating employee wellbeing. She works with organizations that want to stand out as the business of choice. A bestselling author, of three customer service books, including "Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan" Marilyn is the President of Suttle Enterprises, a personal and professional growth training firm that works with multi-cultural organizations. Marilyn's programs have a strong focus on developing communication skills and implementing wellbeing practices to handle even the most difficult clients and colleagues. Her highly engaging programs, coaching, and consulting services are sought after by professionals across various industries, from Fortune 500 companies to startups. Marilyn's extensive experience with online community management and social media has also helped brands engage deeply with their target audience, fostering strong and enduring customer loyalty. As a speaker, Marilyn is known for delivering high-content, humorous presentations that engage and inspire action long after her programs end. Relevant Links LinkedIn: http://www.linkedin.com/in/marilynsuttle The Top 3 Key Learnings
Chapters 00:00 Introduction and Welcome 00:33 Meet Marilyn Suttle 03:09 Core Values and Passion 05:27 Handling Difficult Customers 09:29 Leadership and Employee Support 15:27 Resilience and Well-being 17:40 Personal Practices for Success 20:37 Setting Boundaries with Customers 25:34 Future of Customer Experience 27:14 Final Thoughts and Contact Information Keywords customer experience, empathy in customer service, dealing with tough customers, Marilyn Suttle, CX podcast, resilience in leadership, customer engagement strategies, employee engagement, effective communication, leadership coaching, handling customer complaints, role of empathy in CX, CX podcast episode, Your feedback is a gift—share your thoughts, questions, or ideas with us!
Let’s continue the conversation on transforming customer and employee experiences! | |||
| REPLAY: Humanizing Customer Service with Alex Mead | 13 Jan 2025 | 00:19:50 | |
Welcome to the "BEST OF" episodes of the CX Goalkeeper Podcast. In this replay, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX. About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and unique perspectives to our podcast. This episode is a deep dive into the critical aspects of customer experience, focusing on the power of authenticity and human connections in customer service. Alex’s experiences and strategies are not just insightful; they are transformative. Why You Can't Miss This Episode:
Featured Topics:
Connect with Alex Mead:
Chapters: 00:00 Introduction 00:43 Welcoming Alex Mead 00:54 Kickoff Discussion 01:21 Values Driving Alex's Life 04:18 The Reality of Service Quality 07:22 Human Impact in Customer Service 09:55 Philips TV Experience 11:26 Survey Fatigue in Feedback 13:06 Requesting Manager or CEO Intervention 15:56 Future Discussions in CX 17:33 Contacting Alex Mead 18:23 Alex's Golden Nugget on CX 19:37 Conclusion & Thanks Listen, Learn, and Engage: Tune into this episode for a transformative experience in customer experience wisdom. Don't forget to follow, like, and share to stay updated with more episodes like this. Follow Us: Stay connected with the CX Goalkeeper Podcast on your favorite platforms for more episodes that empower you with the latest in CX knowledge and trends. Podcast Page: https://www.cxgoalkeeper.com/Podcast CX Goalkeeper Podcast (audio) Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK | |||
| THE CENTER OF EXPERIENCE: A BLUEPRINT FOR CREATING THE EXPERIENCE-LED ENTERPRISE | 06 Jan 2025 | 00:28:29 | |
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 The Top 3 Key Learnings
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 Spotify: https://bit.ly/3GhCGXeCXGK | |||
| CX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025 PREDICTIONS | 30 Dec 2024 | 00:22:30 | |
In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen! Episode Summary This episode is packed with insights from three CX leaders: Federico Cesconi, Michael Brandt, and Beppe De Vincenti. Together, they explore trends shaping the future of CX, emphasizing topics like agentic AI, employee empowerment, and personalization. Federico shares his vision of agentic AI, describing a world where AI agents interact seamlessly with each other to fulfill complex customer needs. Imagine booking a holiday with one request while AI takes care of all the details—this kind of intelligent system is what Federico sees revolutionizing CX by 2025. Beppe dives into the importance of company culture and the investment in employee training. As businesses face challenges in cultivating customer-centric environments, enhancing employee skills becomes a priority. Empowered employees lead to improved customer interactions and long-term success. Michael adds a critical dimension, linking employee experience to customer experience. He highlights the need for stable, skilled teams to improve service and introduces the balance required for hyper-personalization. Overdoing it can alienate customers, but the right approach creates smoother, more personalized experiences. The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Presentation 02:42 Discussion on Trends for 2025 11:16 Reflections on 2024 and Key Learnings 20:22 Closing Remarks Keywords customer experience trends, CX 2025, agentic AI, hyper-personalization, employee experience, customer-centric culture, AI in CX, CX leadership, future of customer experience, customer experience transformation I’d love to hear your thoughts on this episode! What trend excites you most for the future of customer experience? Let us know by leaving a comment or review. Also, follow and subscribe to the CX Goalkeeper Podcast to stay updated with future episodes: Thank you for listening and supporting the CX Goalkeeper Podcast! | |||
| MACHINE CUSTOMERS ARE COMING | 23 Dec 2024 | 00:31:40 | |
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://www.machinecustomers.fi The Top 3 Key Learnings
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: Feedback is always welcome—don’t hesitate to reach out and share your thoughts! | |||
| THE CUSTOMER CULTURE IMPERATIVE | 16 Dec 2024 | 00:27:08 | |
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/ The Top 3 Key Learnings
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:
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! | |||
| GETTING THINGS DONE RIGHT: STRATEGIES & PRACTICAL TIPS | 09 Dec 2024 | 00:29:46 | |
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
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:
Let’s continue transforming CX together. | |||
| How To Transform Data Into Insights | 02 Dec 2024 | 00:23:52 | |
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! Please follow and subscribe to the CX Goalkeeper Podcast: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Thank you for being part of the CX Goalkeeper journey! | |||
| Unveiling The Insights Narrator: Extracting Gold from Data | 25 Nov 2024 | 00:31:47 | |
In this episode of the CX Goalkeeper Podcast, Federico Cesconi dives deep into the future of customer experience management, revealing the potential of artificial intelligence in transforming how companies manage customer feedback. He introduces the "Insight Narrator," a groundbreaking tool that simplifies customer feedback analysis, using AI to provide actionable insights faster than ever before. This episode is a must-listen if you're keen on learning how technology can streamline customer experience processes. About the Guest I'm a seasoned professional with immense experience in customer insights and marketing analytics. From Customer Relationship Management to Customer Experience Management, I specialize in helping companies utilize technology and data to make the right decisions for business growth. Today, I'm the co-founder of sandsiv+ (https://sandsiv.com), a software-as-a-service solution powered by Artificial Intelligence (AI) to help companies around the world correctly measure Customer Experience (CX) and actively manage Customer Journey (CJ). With over 20 years of experience in data science and marketing, I helped Sandsiv+ adopt a visionary methodology for gathering and analyzing information concerning customers, their details, their experiences, and their activities to build deeper and more effective customer relationships and improve strategic decision-making. Relevant Links https://www.linkedin.com/in/federico-cesconi https://sandsiv.com/sandsiv-unveils-insight-narrator-revolutionizing-ai-capabilities-in-sandsiv/ The Top 3 Key Learnings
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Chapters 00:00 Introduction and Guest presentation 03:05 The Impact of Generative AI on Customer Experience 13:57 Introduction to the Insight Narrator Tool 14:16 Development and Functionality of the Insight Narrator 18:19 Benefits and Applications of the Insight Narrator 23:56 Future Developments and Improvements 29:27 Conclusion and Call to Action We’d love to hear your thoughts! Did you enjoy this episode? Please share it with your network, and don’t forget to subscribe and follow the CX Goalkeeper Podcast on your favorite platforms: Apple Podcast | Spotify | |||
| The Future Of AI In Contact Canters And Its Effect On The Customer Experience | 18 Nov 2024 | 00:26:20 | |
In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape. About the Guest CEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform that unifies enhanced digital solutions for contact centers. Glassix has been a leading Israeli Software Company since 2015. In addition to offering comprehensive products, such as those mentioned above, we are working 24/7 to improve & update our products to fit market needs using cutting-edge technologies. Glassix was born to change the way we serve customers through customer service & technology experts who want to give your business the best! Relevant Links https://www.linkedin.com/in/guy-shalom https://www.glassix.com/podcasts The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Presentation 03:56 The Role of AI in Contact Centers 05:00 Employee Experience and AI Implementation 08:27 Hyper-Personalization and Empathy in AI 13:44 Balancing Human Connection and AI Efficiency 15:58 Preparing for the AI Transformation 17:46 Privacy and Ethical Considerations 19:12 Future of AI in 10 Years 24:38 Conclusion and Contact Information Thank you for reading this blog post. If you enjoyed the episode, please subscribe and follow the podcast using the links below:
We are looking forward to your feedback! | |||
| DEEP DIVE INTO DATA SCIENCE AND ARTIFICIAL INTELLIGENCE | 11 Nov 2024 | 00:30:26 | |
In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, streamline business processes, and drive customer retention. You’ll walk away with actionable insights into how data and AI can deliver real business value while maintaining a human touch. About the Guest Mohan is an accomplished leader in Customer Analytics and Insights. He currently heads the function at Upwork within the CX organization. With over 12 years of extensive experience spanning the financial services, technology, and consulting sectors, Mohan has honed his expertise in Data Analytics and Insights. Throughout his career, Mohan has built decision-making systems and solutions that address complex customer problems and drive product innovation. His role at Upwork allows him to leverage data to uncover critical insights, shaping strategies that enhance customer experiences and business outcomes. Mohan’s passion for utilizing data to solve real-world problems and his commitment to driving product innovation make him a valuable asset to any organization. His deep understanding of customer behavior and market trends positions him as a thought leader in the CX space, continually striving to elevate customer experience standards through data-driven insights. Relevant Links https://www.linkedin.com/in/mohankrishnamannava The Top 3 Key Learnings
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Chapters 00:00 Introduction and Guest Presentation 02:30 Values and Drivers 04:02 Role of AI and Machine Learning in Business 06:30 Specific Examples of AI Integration 09:08 Connecting Metrics to Business Outcomes 13:43 Skills for Staying Relevant in CX 18:25 Exciting Trends in AI and ML 21:32 Ethics in AI and ML 25:24 Future of CX and Final Thoughts 29:51 Closing Remarks Thank you for reading! We’d love your feedback. Don’t forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform: | |||
| Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging | 04 Nov 2024 | 00:26:37 | |
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://www.linkedin.com/in/jstutz https://www.linkedin.com/in/eddiepate https://eddiepate-speaking.com/ The Top 3 Key Learnings
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: Looking forward to your feedback! | |||
| The Skills Gap | 28 Oct 2024 | 00:28:31 | |
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
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! | |||
| Harnessing the power of Emotional Intelligence in CX | 21 Oct 2024 | 00:29:24 | |
In this episode of the CX Goalkeeper Podcast, we explore how emotional intelligence (EI) can dramatically improve customer experience (CX) and employee performance. Michael Mattson, an expert in emotional intelligence, shares his valuable insights on harnessing EI to create stronger human connections within teams and with customers. He emphasizes how emotionally intelligent leadership builds trust, empathy, and psychological safety, which leads to enhanced team dynamics and better customer interactions. If you want to learn how to elevate your leadership and CX game, this episode is a must-listen! About the Guest Michael Mattson is a trailblazing customer experience leader transforming the insurance landscape by putting empathy at the core of every interaction. As a Manager of Customer Experience at a major insurance company, Michael harnesses his entrepreneurial background and emotional intelligence to give customers a commanding voice in driving innovation and cultivating unshakable loyalty. With a diverse skillset spanning Lean Six Sigma, project management, and servant leadership, Michael's true genius lies in forging profound emotional connections. He leverages this superpower to step into customers' shoes, anticipate their needs, and deliver experiences that surpass expectations, fueling unprecedented growth and success. As a recognized thought leader and the Chief Empathy Officer at Walk A Mile CX, Michael is igniting a revolution to create a more human-centered future for the insurance industry. By championing empathy as the ultimate catalyst for business results, he is paving the way for organizations to build customer-obsessed cultures that propel them to new heights. With his visionary approach and unparalleled ability to blend technical expertise with emotional intelligence, Michael redefines what it means to put customers first. Relevant Links https://www.linkedin.com/in/michaelcmattson/ The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Presentation 02:43 Michael Mattson's Values and Approach 05:23 Building Emotional Intelligence in Teams 12:03 The Role of Emotional Intelligence in Customer Interactions 15:56 Examples of Organizations with Emotional Intelligence 21:14 Measuring the Impact of Emotional Intelligence 26:27 Future of Emotional Intelligence and Final Thoughts Thank you for tuning in to this episode of the CX Goalkeeper Podcast! We'd love to hear your thoughts and feedback. What resonated with you the most? Feel free to leave a comment, and don’t forget to follow and subscribe to the podcast using the links below to stay updated on future episodes: Stay tuned for more insightful discussions on leadership, customer experience, and more! | |||
| Breaking Silos: How CX-Driven Leadership Transforms Business Outcomes | 14 Oct 2024 | 00:31:06 | |
In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn’s insights are game-changers for any organization looking to excel in CX and boost revenue. Don’t miss out on these actionable tips that can reshape how you lead your CX initiatives! About the Guest Lynn Hunsaker built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She served as an international board member of the Customer Experience Professionals Association, award-winning Silicon Valley American Marketing Association president, and two-term president of the San Francisco Bay Area Association for Psychological Type. Lynn taught 25 graduate and undergraduate courses at UC Berkeley UC Santa Cruz Extensions, San Jose State University, and Mission College. She was the first in the world to receive CXPA’s authorized trainer status for an online certification exam course. Customer experience professionals in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more. Relevant Links https://LinkedIn.com/in/lynnhunsaker https://Twitter.com/clearaction The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Presentation 03:05 Values Driving Lynn's Professional Life 04:16 Breaking Silos in CX Initiatives 06:27 Strategies for Cross-Departmental Collaboration 08:10 Increasing Motivation and Nurturing Collaboration 11:29 Building Universality in Projects 14:58 Tying CX to Business Key Performance Indicators 18:20 Counseling and Support for Employees 23:11 Organizational Learning and Debriefing Follow the podcast, rate, and review it. ...and enjoy the discussions: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast: https://www.cxgoalkeeper.com/Podcast | |||
| Stop Engaging Employees: Start Making Work More Human | 07 Oct 2024 | 00:22:15 | |
In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Eryc Eyl, author of Stop Engaging Employees, Start Making Work More Human. Eryc passionately shares insights on how shifting the focus from employee engagement to fostering a human-centered workplace can drive real results. He explores the importance of human dignity at work, the six critical disciplines of leadership, and the power of connection over conformity in organizations. If you're ready to rethink how you lead and how your employees engage, this episode is a must-listen! About the Guest Eryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human for conglomerates, telecommunications, consumer packaged goods, nonprofit, governmental, and research organizations. Eryc has an MA from the University of Colorado, and a BA from Vassar College, as well as accreditations and certifications in workplace culture and change management, and has been a Certified Customer Experience Professional since 2014. Eryc believes in a world in which work isn’t just a four-letter word, but part of a path to greater human satisfaction, fulfillment, self-actualization, and flourishing, so he helps workplaces align their culture with strategic imperatives, and individuals integrate their work with a meaningful, fun, and fulfilling life. Eryc is also a storyteller, playwright, and DJ. His book, Stop Engaging Employees: Start Making Work More Human, was published in January 2024. Relevant Links Website: www.ErycEyl.com LinkedIn: https://www.linkedin.com/in/eryceyl The Top 3 Key Learning
Chapters 00:00 Introduction and Guest Presentation 03:25 Discussion on Employee Engagement 05:29 Explanation of Leadership Disciplines 08:43 Importance of Empathize 11:33 Leadership Examples and Misconceptions 17:53 Balancing Performance and Human-Centricity 21:10 Eric’s Golden Nugget The best of Transformation, Leadership, and Customer Experience from The CX Goalkeeper podcast. Connect with me and enjoy the discussions: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast: https://www.cxgoalkeeper.com/Podcast | |||
| Winning Leadership Buy-In: Aligning CX with Business Goals | 30 Sep 2024 | 00:25:29 | |
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! | |||
| Brand Love: Why It Matters and How to Grow It | 23 Sep 2024 | 00:33:52 | |
In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, top companies' strategies to create loyal customers, and how to apply these insights to elevate your brand. About the Guest Dr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world’s leading expert on brand love, and the winner of the Stetik Group Brand Relationship Award for research with the greatest impact on marketing practice. His popular book, The Things We Love, has been named by Amazon as a “best business book.” A Stanford University study ranked him in the top 2% of all scientists worldwide. He has been on the Oprah Winfrey Show and consulted for Google, Amazon, L'Oréal, Samsung, Maybelline, Procter & Gamble, Audi, General Motors, Microsoft, Ford, GfK Market Research, and others. Relevant Links https://www.BrandLoveCentral.com https://www.linkedin.com/in/aaronahuvia/ The Top 3 Key Learnings Personification is Powerful: Humanizing or linking your brand to a beloved individual can significantly enhance customer emotional connections. Customer Experience is Crucial: High-quality products alone aren't enough; the customer experience must be enjoyable to spark emotional attachment. Brand Love Equals Loyalty: Whether mild or intense, emotional connections lead to greater brand loyalty and can significantly impact your bottom line. Chapters 00:00 Introduction and Guest Presentation 01:00 Introduction of Aaron Ahuvia 02:39 Values and Research Focus 03:58 Experience with Oprah Winfrey 06:30 Explanation of Brand Love 09:32 Ways to Create Brand Love 17:44 Case Studies and Examples 24:37 Measuring and Improving Brand Love 26:55 Future of Brand Love 31:34 Conclusion and Contact Information We'd love to hear your feedback! Did you enjoy this episode? Follow and subscribe to the CX Goalkeeper Podcast for more insightful discussions. Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK | |||
| Shaping the Future: AI and Innovation at MoveXM | 16 Sep 2024 | 00:24:57 | |
In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today’s fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience landscape. About the Guest Holger von Seherr-Thoss is the CEO & Partner of moveXM, a software company for Customer Experience Management based in Frankfurt am Main. Since 2019, as a member of the founding family, he has led the company, which offers a Software-as-a-Service solution (SaaS) for holistic management - hosted and made in Germany. Holger began his professional career with experiences at Lufthansa Cargo and the international Ogilvy Fellow Program at Ogilvy & Mather. After his Master of International Business at the University of St Andrews (Scotland), he continued his career in the Customer Consulting division at KPMG. Holger's main topics are customer experience management, customer centricity, and customer satisfaction. With his expertise, he accompanies the CX programs of moveXM clients such as BMW, VW, Provinzial Insurance, and others. In addition, he hosts a webinar series, publishes articles, and gives lectures on current CX topics. MoveXM is a European software provider for CX management (SaaS) with over 28 years of experience. moveXM helps to collect and analyze feedback to make data-based decisions and derive actions. The customer base includes international companies of various industries and sizes. MoveXM combines an ISO-certified software solution with human expertise, is hosted and made in Germany, and meets the highest data protection standards. Relevant Links LinkedIn: https://www.linkedin.com/in/holgervonseherrthoss/ Website: https://movexm.com The Top 3 Key Learnings
Chapters (Audio Version) 00:00 Introduction and Guest Introduction 03:07 AI in Customer Experience 05:50 Challenges in AI Implementation 11:41 Customer-Centric Culture and AI Implementation 13:57 Data Privacy and Security 18:29 Customer-Centric Culture at MoveXM 22:02 Future of CX and AI 23:16 Contact Information and Closing Remarks Thank you for reading this episode summary! We hope you found it insightful. Please don't forget to follow and subscribe to the CX Goalkeeper Podcast to stay updated with our latest episodes:
Your feedback is valuable—feel free to share your thoughts! | |||
| Behind the Pixels: Creative Strategies to Excel in Business | 09 Sep 2024 | 00:27:42 | |
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! | |||
| Rethinking the Role of Customer Experience with Maxie Schmidt | 02 Sep 2024 | 00:27:10 | |
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 The Top 3 Key Learnings
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 | |||
| CREATE HYPER-PERSONALIZED INTERACTIONS THAT MATTER | 26 Aug 2024 | 00:33:08 | |
This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and drive business growth through personalization. About the Guest: Michael Obermaier is Head of SAS CX and MarTech Solutions for Austria, Germany, and Switzerland. His primary focus is helping organizations leverage data to create better customer experiences and tackle current and future Marketing challenges through innovative technology solutions. Before joining SAS, he held various management positions in sales, marketing, consulting, and product management at different CRM and CX software vendors. In addition to his professional activities, Michael Obermaier enjoys teaching at universities on those topics. Relevant Links: https://www.linkedin.com/in/michaelobermaier The Top 3 Key Learnings:
Chapters: 00:00 Game Start 00:46 Guest Introduction 01:16 Michael's Background 02:47 Core Values 05:25 Methods for Understanding Customer Data 09:29 Steps for Companies to Improve Personalization 11:51 Best Practices in Personalization 19:44 Impact of Personalization on Customer Experience 23:15 Connecting Personalization with ROI 24:00 Ensuring Customer Privacy 27:28 Next Best Experience Concept 31:37 Future of CX 32:30 Best Way to Contact Michael 33:00 Michael's Golden Nugget 34:03 Conclusion We value your feedback and encourage you to share your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast through the links below: | |||
| EMPOWERING LEADERS TO GET EXECUTIVE BUY-IN | 19 Aug 2024 | 00:26:52 | |
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 | |||
| STRATEGIES FOR A MEANINGFUL HUMAN CENTRIC CULTURE | 12 Aug 2024 | 00:23:42 | |
In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governance and the importance of trust in customer relationships is a must-listen for anyone looking to elevate their CX strategy. About the Guest During her career of over a decade, she has had to set up, lead, and manage customer service, customer satisfaction management, and inside sales centers. She has expertise in developing effective strategies and action plans and implementing performance indicators. As an experienced trainer of employees, she makes them an essential pillar in achieving results by developing their sense of commitment and quality customer care. Her strong analytical skills, results-oriented mindset, and ability to collaborate with all levels of management have earned her credibility and reputation in the business world. Today, as a Senior Consultant at Cabinet-Conseil CX, Julie assists companies in developing and implementing customer-focused strategies. Relevant Links https://www.linkedin.com/in/julietanolawson The Top 3 Key Learnings Align CX with Business Strategy: Effective CX initiatives must be integrated with the overall business strategy and objectives to drive meaningful results and gain executive support. Build and Measure Trust: Trust is a crucial component of successful CX. Companies should build trust with their customers and employees through transparent and consistent practices. Importance of Education: Continuous education and training for both CX professionals and executive teams are essential to keeping up with evolving customer expectations and implementing effective CX strategies. Chapters 00:00 Game Start 01:01 Guest Introduction: Julie Tano-Lawson 02:31 Overview of Current CX Landscape 05:35 Differences in CX Maturity Between English and French-speaking Regions 08:20 Importance of Linking CX Strategy to Business Strategy 11:22 Julie's Approach to Education and Training 14:38 Governance and Trust in CX 17:31 Cultural Challenges in Implementing CX 19:48 Memorable Customer Experience Examples 22:04 Future of CX and AI 23:09 Contact Information and Final Thoughts 24:26 Closing Remarks We would love to hear your feedback on this episode! Please follow and subscribe to the CX Goalkeeper Podcast using the links below: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK | |||
| THE MYSTERY SHOPPING BLUEPRINT: DRIVING CUSTOMER PURCHASES | 05 Aug 2024 | 00:33:32 | |
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 | |||
| APPLYING JOBS TO BE DONE | 29 Jul 2024 | 00:30:56 | |
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
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 | |||
| ENGAGING EMPLOYEES with Michael Brandt | 22 Jul 2024 | 00:29:34 | |
Gregorio Uglioni discusses with Michael Brandt the critical intersection of employee engagement and customer experience. Michael shares insightful strategies and real-world examples of how to create a thriving workplace environment that drives customer satisfaction. About the Guest Michael Brandt is an experienced professional in customer and employee experience. With a diverse background working in both corporate settings and as a solopreneur, Michael brings a wealth of knowledge and practical insights into enhancing employee engagement and satisfaction. His expertise extends to collaboration with leading organizations like ABB, making him a valuable voice in the field. Relevant Links Episode Summary In this episode, Gregorio Uglioni and Michael Brandt dive into the nuances of employee engagement and its profound impact on customer experience. Michael emphasizes the importance of treating employees with decency, involving them in decision-making, and understanding their individual needs. He shares valuable lessons from his time at ABB, where effective feedback mechanisms and inclusive practices significantly improved internal processes and employee satisfaction. Michael discusses the pivotal role of employee engagement in industries with high customer interaction, like hospitality and travel. He contrasts this with sectors like warehousing, where employee satisfaction might not directly affect customer perception. Throughout the episode, Michael underscores the importance of context in designing employee engagement strategies and shares actionable tips for fostering a supportive and productive work environment. The Top 3 Key Learnings 1. Employee Involvement in Decision-Making: Including employees in decision-making processes enhances their engagement and ownership, leading to better outcomes and a more motivated workforce. 2. Importance of Feedback: Regular, constructive feedback, both positive and negative, is crucial for employee growth and maintaining a healthy work environment. 3. Tailored Employee Engagement Strategies: Understanding and addressing the unique needs and priorities of employees, much like with customers, is essential for fostering loyalty and satisfaction. Chapters 00:00 Introduction 00:56 Guest Introduction - Michael Brandt 01:44 Discussion on Employee Experience 03:00 Importance of Employee Engagement 05:12 Industry-Specific Engagement Insights 09:56 Feedback Mechanisms 12:35 Maintaining Employee Motivation 20:16 Case Studies and Real-World Examples 27:26 Practical Tips for Employee Engagement 28:43 Conclusion and Event Announcement We hope you find this episode enlightening and impactful. Your feedback is invaluable to us, so please let us know your thoughts. Don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Thank you for listening! | |||
| The Experience of Benson Mukandiwa at the CX World Games 2024 | 18 Jul 2024 | 00:06:44 | |
The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share their experience insights and help others. The CX World Games take place over 3-4 weeks, with expert CX captains guiding randomly created teams to come up with the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea. These real-life challenges are proposed by charities and non-governmental organizations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences. All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Be a part of it! | |||
| MASTERING CX AND DIGITAL INNOVATION: GLOBAL INSIGHTS | 15 Jul 2024 | 00:36:51 | |
Why You Can't Miss This Episode Discover the transformative journey of Hussein M. Dajani as he shares his extensive experience in customer experience, digital transformation, and leadership across top global brands like Nissan, Deloitte Digital, and Red Bull. Hussein's unique insights into customer-centric strategies and innovative solutions will inspire and inform your approach to customer experience and leadership. About the Guest Hussein's core expertise lies in the Digital Marketing & Tech space, evolving over the years from a pure player marketeer. Started his career with some of the world's greatest communication companies, before joining Deloitte Digital as a Partner & CMO, Hussein was the GM for Digital & CX Transformation with Nissan Motor Co. for Africa, Middle East, India, Turkey, & Oceania overseeing some of the most dramatic customer transformations the company has had to go through in recent times. His contribution to the organization was recognized by senior leadership & led him to win the AMIEO Chairperson Nissan Way Award in July 2021. Relevant Links LinkedIn: https://www.linkedin.com/in/hdajani/ YouTube: https://www.youtube.com/@hussdajani Website: https://about.me/husseindajani Episode Summary Hussein M. Dajani, a visionary leader in customer experience and digital transformation, shares his journey through various leadership roles, highlighting his impactful work at Red Bull, Nissan, and Deloitte Digital. He discusses the importance of customer-centric strategies and the integration of technology to enhance customer experiences. Hussein delves into three significant transformation examples, starting with Red Bull's innovative marketing campaign during the Felix Baumgartner space jump. He then shares the groundbreaking "She Drives" initiative at Nissan, which empowered female drivers in Saudi Arabia, and the "ShopAtHome with Nissan" program, which revolutionized the automotive customer experience during the COVID-19 pandemic. Throughout the conversation, Hussein emphasizes the role of data, personalization, and empathy in creating exceptional customer experiences. Chapters 00:00 Game Start 02:24 About Hussein M. Dajani 04:41 Red Bull Stratos Campaign 06:29 Nissan’s “She Drives” Initiative 10:29 ShopAtHome with Nissan 14:06 Balancing Technology and Human Interaction 17:17 Leveraging Data for Customer Experience 22:39 Strategies for Exceptional Customer Experience 27:11 Future Innovations in Customer Experience 33:39 Hussein’s Golden Nugget 3 7:31 Conclusion and Call to Action Thank you for listening to the CX Goalkeeper Podcast! We would love to hear your feedback on this episode. Please follow and subscribe to our podcast on your preferred platform: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK | |||
| The Experience of Fatima Tomoum at the CX World Games 2024 | 10 Jul 2024 | 00:06:21 | |
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! | |||
| 4ROCKS SOLID STRATEGIES | 08 Jul 2024 | 00:31:41 | |
Why You Can't Miss This Episode Join us as we explore the intricacies of customer experience with Sean Albertson, an expert in the field with over two decades of experience. Learn about his innovative "4Rocks" framework that helps businesses transform their customer journeys and drive loyalty. About the Guest Sean Albertson, a CX leader for 20+ years at great companies like Charles Schwab and T-Mobile, has been at the forefront of transforming the customer experience in Financial Services and Telecommunications. Sean is the author of the award-winning book, 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey. Relevant Links https://www.linkedin.com/in/salbertson/ https://www.facebook.com/cx4rocks https://www.youtube.com/channel/UCNZRlFmcBCG6l7vmFLqmiGQ https://www.instagram.com/Sean4ROCKS/ Episode Summary In this engaging episode, Sean Albertson delves into his latest book "4ROCKS" framework, a strategic approach to improving customer experience by identifying and prioritizing the most significant obstacles in the customer journey. Drawing from his extensive background in customer experience management, Sean shares actionable insights on how companies can reduce customer effort and enhance loyalty. Sean emphasizes the importance of data-driven decision-making in CX, highlighting how companies can leverage AI-powered analytics to identify and address the most impactful pain points. By focusing on the right issues, businesses can transform their customer interactions and foster long-term loyalty. Sean's practical examples and expert advice provide listeners with a clear roadmap to improving their CX strategies. The Top 3 Key Learnings
Chapters 00:00 Game Start 00:34 Introduction to Sean Albertson 01:05 Sean’s Background and Values 03:41 Explanation of the 4Rocks Framework 05:49 Prioritizing Customer Pain Points 08:54 Real-world Example of CX Improvement 12:06 Common Mistakes in CX Strategies 15:49 The Right Way to Implement Technology 21:00 Positive Impacts of Technology on CX 23:35 Emerging Trends in Customer Experience 26:48 Future of Customer Experience 28:55 How to Contact Sean and Get His Book 29:43 Sean’s Golden Nugget We'd love to hear your thoughts on this episode! Please follow and subscribe to the CX Goalkeeper Podcast on Apple Podcast, Spotify, and YouTube. | |||