Live from LEAD-26 in Zurich. Stephan Siegrist is a professional alpinist. He says leadership means taking the lead when situations are uncomfortable. In mountaineering one person often needs the next rope length and must make small decisions by the centimetre and larger choices every half hour. Some choices are life threatening. 

On a recent Nepal expedition his youngest team member developed high altitude pulmonary sickness. The medical problem required bringing the person down quickly. Stefan decided the team must bring him down. He said the most important thing is that everyone comes back home safely.

Stefan spoke about risk and crisis. He said if you do not take any risk you do not get forward. He advised to push to the limit but not until it starts bleeding. Over years climbers develop knowledge to find that balance. 
 

About Stefan Siegrist:

Professional Alpinist, Climber, Public Speaker. Stephan loves the mountains and he loves sharing the adventure
  
Resources  
his webpage: https://stephan-siegrist.ch/

Please, hit the follow button and leave your feedback:

Apple Podcast: https://www.cxgoalkeeper.com/apple

Spotify: https://www.cxgoalkeeper.com/spotify

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

 Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

Hear branding advice that shifts focus from "better" to "different." David Brier explains how branding is the art of differentiation. He shows why brands that only tweak visuals fail, and shares real cases: a failed Jaguar rebrand and a successful Napa Fresh relaunch. Learn practical steps and imagination tools.

About David Brier

David Brier, known by many as "The Brandfather," is the recipient of 320 international awards and the Presidential Ambassador for Global Entrepreneurship medallion, who has generated over $9 billion in brand value across four decades for companies from startups to Fortune 500s. The bestselling author of "Brand Intervention" and "Rich Brand Poor Brand," Grant Cardone has praised him as "a branding genius" and "brilliant with branding" by Shark Tank's Daymond John.

Resources 

Rising above the noise
: https://www.risingabovethenoise.com

Please, hit the follow button and leave your feedback:
Apple Podcast: https://www.cxgoalkeeper.com/apple
Spotify: https://www.cxgoalkeeper.com/spotify

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


Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

In this episode, 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, the strategies top companies use to create loyal customers, and how you can apply these insights to elevate your brand.

About Aaron Ahuvia

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.

Resources 

University of Michigan-Dearborn: https://www.BrandLoveCentral.com

Please, hit the follow button:
Apple Podcast: http://cxgoalkeeper.com/apple
Spotify: http://cxgoalkeeper.com/spotify

We'd love to hear your thoughts — leave a comment and share your feedback!

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

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

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

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

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

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

Why You Can't Miss This Episode:

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

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

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

• Podcast Page: CX Goalkeeper Podcast
• Apple Podcast: Subscribe on Apple Podcast
• Spotify: Subscribe on Spotify
• Google Podcast: Subscribe on Google Podcast
• About me: Learn more about Greg

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

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

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

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

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

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

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

• Podcast Page: https://www.cxgoalkeeper.com/Podcast
• Apple Podcast: https://apple.co/3qYr4nh
• Spotify: https://bit.ly/3GhCGXeCXGK
• Google Podcast: https://bit.ly/3rxRm0aCXGK
• About Me: https://www.cxgoalkeeper.com/Aboutme

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

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

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

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

Why You Can't Miss This Episode:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Why You Can't Miss This Episode:

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

Episode Summary:

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

Follow and Subscribe for More Insights:

Don't miss out on valuable conversations like this! Subscribe to the CX Goalkeeper Podcast on your favorite platform and follow us for the latest episodes on transformation, leadership, and customer experience.

• Episode Page: https://www.cxgoalkeeper.com/StacySherman2024
• Podcast Page: https://www.cxgoalkeeper.com/Podcast
• Listen on Apple Podcast: https://apple.co/3qYr4nh
• Listen on Spotify: https://bit.ly/3GhCGXeCXGK
• Watch on YouTube: https://www.youtube.com/@cxgoalkeeper
• Learn more about me: https://www.cxgoalkeeper.com/Aboutme

Your feedback is invaluable to us. Please subscribe, follow, and leave us your thoughts or reviews. Your insights help us keep the conversation going and deliver content that resonates with you.

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

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

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

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

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

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

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

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

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

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

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

Listen on:

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

Watch on YouTube:

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

Learn More About the Host:

• https://www.cxgoalkeeper.com/Aboutme

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

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

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

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

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

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

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

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

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

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

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

Key Highlights:

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

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

Follow and Listen to the CX Goalkeeper Podcast:

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

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

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

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

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

Monika 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.

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

Dive deeper into the conversation and join our growing community:

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

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

Melissa Moore shares real retail stories, training tips, and practical views on customer centricity, employee experience, AI, and TikTok shop. Listeners get honest lessons on execution, people-first leadership, and building consistent retail experiences across channels.

About Melissa Moore

Melissa Moore is an award-winning Retail Consultant and Educator with over 25 years' retail experience. She founded The Retail Advisor consultancy to empower retailers and brands to reach their potential through sales growth and excellence in customer experience and was awarded the RETHINK Retail 'Top Retail Expert' 2024 & 2025. Melissa delivers retail training to an international audience by motivating teams to deliver sensational service through sales, standards and CX through her practical workshops. She lectures students at apprenticeship and undergraduate level in modules including contemporary retail issues, sales fundamentals and retail merchandising.

As host of the award-winning Retail Tea Break podcast, Melissa brings together retailers, brands and global industry experts. Her aim is to decode myths, share knowledge and give her audience an insight into the retail industry. Covering topics including the latest retail trends, ecommerce, loyalty, physical stores, technology and AI, the podcast can be found on all major podcast platforms.

Resources 

The Retail Tea Break: https://linktr.ee/theretailadvisor

Please, hit the follow button: 
Apple Podcast: http://cxgoalkeeper.com/apple
Spotify: http://cxgoalkeeper.com/spotify

We'd love to hear your thoughts — leave a comment and share your feedback!

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

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

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

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

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

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

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

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

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

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

CX Goalkeeper Podcast (audio)

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

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

CX Goalkeeper Podcast (video)

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

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

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

🔍 In this episode, Alyona delves into:

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

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

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

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

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

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

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

CX Goalkeeper Podcast (audio)

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

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

CX Goalkeeper Podcast (video)

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

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

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

Key Highlights:

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

Key Quotes:

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

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

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

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

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

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

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

Why You Can't Miss This Episode:

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

Featured Topics:

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

Key Quotes:

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

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

Connect with Alex Mead:

• LinkedIn: Alex Mead LinkedIn

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

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

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

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

In This Episode:

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

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

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

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

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

.

Follow us on Your Preferred Podcast Platform for more transformative discussions.

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

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

I asked 2 questions to every guest:

• Reflection on 2023
• Preparing for 2024's challenges

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

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

Key words:

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

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

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

Why Listen:

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

Paul Banks' Contact Information:

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

Connect with CX Goalkeeper:

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

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

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

Key Highlights:

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

Featured Quotes:

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

Connect with Rich Dorfman:

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

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

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

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

What You'll Learn:

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

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

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

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

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

https://www.cxgoalkeeper.com/podcast

let's keep in touch:

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

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

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

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

In This Episode, You Will Learn:

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

Key Quotes:

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

Connect with Jim Iyoob:

• LinkedIn: Jim Iyoob

Your Host:

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

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!

In this episode, Greg sits down with Michael Lewrick, bestselling author and design thinking expert, to unravel how the mindset of design thinking—beyond just tools—can spark innovation, drive transformation, and elevate business performance. Michael dives into real-world cases, shares his "50 tools" framework, explores how to measure innovation using metrics and AI, and explains how ecosystems and systems thinking amplify impact. His golden nugget? Keep your curiosity alive, experiment continuously, and stay open to what the future holds.

About Michael Lewrick

Bestselling Author | Speaker | Senior Advisor | Trainer

Resources 

Lewrick & Company: https://www.lewrick.ch/

Please, hit the follow button: 
Apple Podcast: http://cxgoalkeeper.com/apple
Spotify: http://cxgoalkeeper.com/spotify

We'd love to hear your thoughts — leave a comment and share your feedback!

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

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

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

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

About Chris Brooks:

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

Key Quotes:

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

Why Listen:

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

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

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

Stay Connected:

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

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

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

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

In This Episode, You Will Learn:

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

Noteworthy Quotes:

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

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

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

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

Connect with Us:

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

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

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

What You'll Learn:

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

Karl's contact details:

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

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

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

• The significance of the 'First 100 Days' in an employee's journey
• "When we understand what another person is going through, it makes connection easier and bonds stronger." - Joey Coleman
• How a culture of empathy can revolutionize your business

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

• more details here: https://www.cxgoalkeeper.com/JoeyColeman

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

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

🎙️ Key Quotes 🎙️

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

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

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

What You'll Learn

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

🎙️ Notable Quotes

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

📌 Connect with Jim Rembach

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

📌 Connect with Us

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

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

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

🌟 What You'll Learn

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

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

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

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

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

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

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

🎙️ Notable Quotes

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

📌 Connect with Peter Pirner

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

📌 Connect with Us

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

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

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

🌟 What You'll Learn

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

🎙️ Notable Quotes

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

📌 Connect with Pisano

• Website: https://www.pisano.com

📌 Connect with Us

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

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

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

Key Take-away

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

One Quote

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

Follow and Subscribe to the Podcast

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

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

📣 Key Quotes

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

Let's stay in contact

• Podcast CX Goalkeeper

💌 Feedback

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

🎧 Subscribe & Share

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

Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment.

About Annette Franz

Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences.

With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes.

Annette is the author of multiple books, including Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business); Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business; and Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, which provide actionable frameworks for embedding culture, employee experience, and customer experience into business strategy. She is also a sought-after keynote speaker, sharing her expertise with audiences worldwide.

A champion of culture-driven transformation, Annette serves as an advisor, mentor, and advocate for organizations looking to elevate their workplace environments, empower employees, and strengthen customer relationships. Recognized as one of the top influencers in the EX and CX space, she continues to shape the industry through her work, writing, and thought leadership.

Resources 

CX Journey Inc.: https://annettefranz.com/

Please, hit the follow button: 
Apple Podcast: http://cxgoalkeeper.com/apple
Spotify: http://cxgoalkeeper.com/spotify

We'd love to hear your thoughts — leave a comment and share your feedback!

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

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

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

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

🔍 In This Episode, You'll Learn:

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

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

.🔗 Resources & Links:

• https://www.cxgoalkeeper.com/bobazman

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

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

Key Takeaways:

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

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

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

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

Key Takeaways:

• The meteoric rise of mobile apps in the business world.

• Strategies for measuring user engagement and retention.

• Leadership insights from Jenny's journey from email to mobile.

• The undeniable power of team dynamics and recognizing individual 'superpowers'.

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

Resources & Links:

• https://www.cxgoalkeeper.com/JennieLewis

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

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

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

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

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

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

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

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

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

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

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

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

Tune in to revolutionize your approach to customer experience management.

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

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

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

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

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

Highlights:

00:00 Introduction

00:43 Introduction of Guest Marcus Köhnlein

01:25 The Importance of Digital Transformation

02:18 Understanding Customer Experience in the Digital Age

03:27 Marcus Köhnlein's Journey in Digital Transformation

04:36 Leadership's Role in Digital Transformation

05:15 First Break and Recap

06:47 Deep Dive into Digital Transformation Strategies

08:44 How to Foster a Culture of Innovation

10:49 Marcus Köhnlein's Success Stories

12:25 Key Challenges in Digital Transformation

13:01 Overcoming Barriers and Resistance to Change

14:25 Role of Customer Feedback in Transformation

15:45 How to Measure the Success of Transformation Efforts

17:51 The Future of Digital Transformation

19:36 Final Thoughts and Closing Remarks from Marcus Köhnlein

29:00 Book Recommendation

29:23 Contact Details

30:26 Golden Nugget: Key Takeaways from the Episode

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

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

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

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

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

🔔 Subscribe for more:

https://www.cxgoalkeeper.com/podcast

Connect with Rob Dwyer:

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

Twitter: https://twitter.com/in_queue

Timestamps:

00:00 Game Start

01:00 Introduction

01:59 Sharing of Personal Values

03:40 Introduction to "Next in Queue" Podcast

04:35 A Unique Shopping Experience Story

07:28 Impact of the Shopping Experience Story

09:56 Discussion on Five Essential Songs

11:03 Prioritizing Customer Experience in Contact Centers and BPOs

16:15 Balancing Speed and Quality in Service Delivery

19:57 Fostering an Innovation Mindset in Contact Centers

22:37 Involving Employees in the Innovation Process

25:05 Employee Engagement and Retention in Contact Centers

28:08 Coaching the Leadership Team in Contact Centers

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

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

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

The CX Goalkeeper had the great opportunity to interview Justin Robbins

LinkedIn Headline: Founder & Principal Analyst at Metric Sherpa

Highlights:

00:00 Introduction

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

01:52 Introduction of Justin Robbins

02:58 Justin Robbins on his values and integrity

03:57 Discussion on Justin's passion for barbecuing

05:15 The gap between customer experience aspirations and delivery

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

08:29 Challenges of standardization and personalization in customer experience

08:59 Finding energy in contact centers and design teams

11:21 Cultivating a growth mindset and continuous learning

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

14:05 Importance of community and curiosity

14:45 Discussion on CX Accelerator community

16:33 Embracing the unexpected and having a growth mindset

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

22:25 Future conversations on human component of customer experience

23:21 Three pieces of advice: be a connector, be curious, leverage metrics

27:06 Reflection on conversations in 10 years from now

27:34 Book recommendation: "Lead the Field" by Earl Nightingale

29:30 Contacting Justin Robbins

30:09 Justin's golden nugget: Consistency in the little things

32:06 Conclusion and audience feedback

and much more

Justin's Contact Details:

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

https://metricsherpa.com/

justin@metricsherpa.com

mobile: +1 757-429-4357.

https://twitter.com/justinmrobbins

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

Learn how fearless leaders build high-performing teams. Nick James shares practical habits: start with why, create psychological safety, empower people, use candid feedback, and coach individuals. He also explains his Eighty20 coaching, leading agile change, and why radical transparency and backing your team matter in fast change driven by AI and technology.

About Nick James

Based in Zurich, Nick has spent the past 30 years helping organisations transform and adapt to the ever-changing business environment spanning technology, business and regulatory change. He has an infectious passion for maximising the potential of the teams to deliver exceptional results for customers. He now works as a team and individual performance coach, mentor, senior advisor and transformation leader for corporates, consulting firms and start-ups.

Resources 

Eighty20: https://eighty20.ch/

Please, hit the follow button: 
Apple Podcast: http://cxgoalkeeper.com/apple
Spotify: http://cxgoalkeeper.com/spotify

We'd love to hear your thoughts — leave a comment and share your feedback!

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

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

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

The CX Goalkeeper had the great opportunity to interview Nate Brown

LinkedIn Headline: Senior Director of CX at Arise, Co-Founder of CX Accelerator

Building Engaging Communities with Nate Brown

Highlights:

00:00 Game Start

01:26 Nate's Introduction

03:52 Nate's Values

05:42 CX accelerator

09:02 Here for real

10:54 Biggest Learnings

14:03 The role of communities

17:31 The role of communities in relation to CX

24:55 Nurturing communities

29:52 Strengthening

33:38 The Future

36:03 Book suggestion

37:55 Golden Nugget

and much more

Nate's Contact Details:

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

https://www.cxaccelerator.com/

https://twitter.com/CXAccelerator

https://www.arise.com/

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Uku Tomikas

LinkedIn Headline: Delivering reliable and secure business messaging while fighting fraud! Hit me up and let's talk #businessmessaging #SMS #Viber #RCS #Whatsapp

Highlights:

00:00 Game Start

00:28 Uku's Introduction

04:29 Uku's Value

06:27 Messente's Value Prop

09:20 Messaging Platforms

11:27 The Messente Platform

15:41 Engagement Rate

21:12 Case Study

24:44 CEO Key Learnings

26:43 Book Suggestion

27:41 Contact Details

28:53 Golden Nuggets

and much more

Uku's Contact Details:

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

https://messente.com/

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Michael Lewrick

LinkedIn Headline: Bestselling Author | Speaker | Senior Advisor | Trainer

Highlights:

00:00 Game Start

01:16 Michael's Introduction

02:19 Michael's Values

03:23 His passion for design thinking

05:13 Why 4 books?

08:00 Defining Design Thinking

11:50 Exploiting the power of Design Thinking

13:27 Leveraging Design Thinking in private life

16:17 Design Thinking Toolkit

18:55 Design thinking for business growth

21:07 A real example

23:32 Design thinking and innovation metrics

27:11 AI to measure innovation

29:10 The Future

30:14 Book Suggestion

31:28 Contact Details

31:51 Golden Nugget

and much more

Michael's Contact Details:https://www.linkedin.com/in/michael-lewrick/link to the design thinking book brandstore: https://amzn.to/3Wd8ztc

ABOUT ME:https://www.cxgoalkeeper.com

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

SPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership