Business Transformation Pitch with The CX Goalkeeper – Details, episodes & analysis

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

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

Top 3 Quotes

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

Chapters

00:00 Introduction and Guest presentation

03:05 The Impact of Generative AI on Customer Experience

13:57 Introduction to the Insight Narrator Tool

14:16 Development and Functionality of the Insight Narrator

18:19 Benefits and Applications of the Insight Narrator

23:56 Future Developments and Improvements

29:27 Conclusion and Call to Action

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

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

About the Guest

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

Relevant Links

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

https://www.glassix.com/podcasts

https://www.glassix.com

The Top 3 Key Learnings

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

Chapters

00:00 Introduction and Guest Presentation

03:56 The Role of AI in Contact Centers

05:00 Employee Experience and AI Implementation

08:27 Hyper-Personalization and Empathy in AI

13:44 Balancing Human Connection and AI Efficiency

15:58 Preparing for the AI Transformation

17:46 Privacy and Ethical Considerations

19:12 Future of AI in 10 Years

24:38 Conclusion and Contact Information

Thank you for reading this blog post. If you enjoyed the episode, please subscribe and follow the podcast using the links below:

• Apple Podcast: Apple Podcast Link
• Spotify: Spotify Link

We are looking forward to your feedback!

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

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

Chapters (Audio Version)

00:00 Introduction and Guest Introduction

03:07 AI in Customer Experience

05:50 Challenges in AI Implementation

11:41 Customer-Centric Culture and AI Implementation

13:57 Data Privacy and Security

18:29 Customer-Centric Culture at MoveXM

22:02 Future of CX and AI

23:16 Contact Information and Closing Remarks

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:

• Apple Podcast: Apple Podcast
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The CX Goalkeeper had the great opportunity to interview Steven Van Belleghem

LinkedIn Headline: Customer Experience Enthusiast! Global keynote speaker - bestselling author - Entrepreneur

Highlights:

• 00:00 Game Start

• 00:45 Steven's Introduction

• 03:23 Steven's Value

• 05:18 What what is your definition of the metaverse?

• 08:30 Web3 and the Metaverse

• 13:04 Steven's experiences in the metaverse

• 15:00 Steven's worst experience in the metaverse

• 16:43 What are possible use cases in the metaverse in the short term?

• 20:32 What are the biggest threats now in the metaverse?

• 23:11 Some people spend a lot of time there

• 24:50 The impact of the Metaverse on CX

• 26:34 How is the metaverse impacting our lives on 2030?

• 30:05 Book suggestion

• 30:44 Contact Details

• 31:11 Golden Nugget

and much more on www.cxogoalkeeper.com/Metaverse3

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

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Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Anna Noakes Schulze

LinkedIn Headline: Head of Community Experience @TheNTWK | Keynote Speaker | Bestselling CX Author | Top CX Influencer for 2022

Highlights:

• 00:00 Game Start

• 00:45 Anna's Introduction

• 2:00 Anna's Value

• 02:27 The Definition of the Metaverse

• 05:13 Web3 and Metaverse

• 7:59 Is the Metaverse still empty?

• 12:10 Use Cases in the Metaverse

• 22:26 How does CX need to adapt in the metaverse?

• 33:32 what should companies do to move into this world?

• 37:07 How is the metaverse impacting our life in 2030?

• 40:30 Book suggestion

• 43:30 Contact Details

• 44:27 Golden Nugget

and much more on www.cxgoalkeeper.com/Metaverse2

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview

Pasquale Borriello

LinkedIn Headline: CEO Arkage 🚀 Nüborn + W-mind + Acquisition Team 🧠 Italian CXPA Network 🎙 Engage.it Money.it #IlBernoccolo

Andrea Ciulu

LinkedIn Headline: 🔶Head of Creative Strategy @ Arkage

Highlights:

• 00:00 Game Start

• 01:06 Pasquale Borriello & Andrea's Introduction and Values

• 04:48 The definition of Metaverse

• 07:30 What we should expect from the Metaverse

• 14:17 The Metaverse Use Cases

• 19:04 What to do in future in the Metaverse

• 24:43 Web3, Metaverse and decentralization

• 28:59 The Metaverse in 10 years from now...

• 32:05 Book suggestion

• 34:44 Contact Details

• 36:13 Golden Nuggets

and much more on https://www.cxgoalkeeper.com/Arkage

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview James Dodkins

LinkedIn Headline: Customer Experience Rockstar 🤘 | CX Evangelist @ PEGA 🦄 | International Keynote Speaker 🌍 |

Highlights:

• 00:00 Game Start

• 00:38 James' introduction

• 01:54 James' values

• 02:58 Customer Machine

• 04:17 Best Practices

• 06:13 A time question

• 13:12 Four main type of customer company interactions

• 15:35 Empathy among machines?

• 17:12 How to prepare for the future

• 20:31 James' preferred example for a customer machine

• 22:08 The future of CX

• 23:05 Book Suggestion

• 23:55 James Contact Details

• 24:06 James' Golden Nugget

and much more on https://www.cxgoalkeeper.com/JamesDodkins2

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Francesco Brenna

LinkedIn Headline: Senior Partner & VP at IBM Consulting. AI & Analytics Leader EMEA. Global Leader Azure Data & AI

Highlights:

00:00 Game Start

00:39 Francesco's Introduction

02:32 Francesco's values

03:56 The acceleration of digital transformation

06:42 The "burning" topics

08:14 A lot of talking, but...

11:03 Agility - Business Agility and not only IT agility

13:31 Data, data and data

16:03 The skills war

19:05 The people leader suggestions

22:40 A great solution delivered

25:00 General purpose AI

28:21 The future

31:10 Book Suggestion

32.06 Contact Details

32:30 Francesco's Golden Nugget

and much more on https://www.cxgoalkeeper.com/FrancescoBrenna

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Dr. Janelle Barlow

LinkedIn Headline: Founder, A Complaint Is a Gift

Highlights:

00:00 Game Start

01:18 Janelle's career highlights

02:50 Janelle's values

04:37 how do you define a complaint?

07:24 Legitimate complaints

10:30 Feedback

12:41 Reducing complaints to zero. does it make sense?

15:22 Skills required to handle complaints

17:30 Physical and digital complaints handling

25:55 The Future of Complaints

27:47 Janelle's book suggestion

29:33 Janelle's contact details

30:38 Janelle's Golden Nugget

and much more on https://www.cxgoalkeeper.com/JanelleBarlow

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Ivo Yorgov

LinkedIn Headline: Managing Director at GemSeek

Highlights:

00:00 Game Start

01:10 Ivo's Introduction

02:46 Ivo's values

05:16 Ivo's book: The New Customer Experience Management

09:22 Proactive and personalized framework philosophy

14:09 Co-creation

16:35 Examples of great CX

21:29 ideal profile of a productive company.

23:46 The future of CX

25:55 Book Suggestion

27:19 Ivo's Golden Nugget

and much more on https://www.cxgoalkeeper.com/IvoYorgov

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

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

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership