Explore every episode of the podcast Business Transformation Pitch with The CX Goalkeeper
| Title | Pub. Date | Duration | |
|---|---|---|---|
| Unveiling The Insights Narrator: Extracting Gold from Data | 25 Nov 2024 | 00:31:47 | |
In this episode of the CX Goalkeeper Podcast, Federico Cesconi dives deep into the future of customer experience management, revealing the potential of artificial intelligence in transforming how companies manage customer feedback. He introduces the "Insight Narrator," a groundbreaking tool that simplifies customer feedback analysis, using AI to provide actionable insights faster than ever before. This episode is a must-listen if you're keen on learning how technology can streamline customer experience processes. About the Guest I'm a seasoned professional with immense experience in customer insights and marketing analytics. From Customer Relationship Management to Customer Experience Management, I specialize in helping companies utilize technology and data to make the right decisions for business growth. Today, I'm the co-founder of sandsiv+ (https://sandsiv.com), a software-as-a-service solution powered by Artificial Intelligence (AI) to help companies around the world correctly measure Customer Experience (CX) and actively manage Customer Journey (CJ). With over 20 years of experience in data science and marketing, I helped Sandsiv+ adopt a visionary methodology for gathering and analyzing information concerning customers, their details, their experiences, and their activities to build deeper and more effective customer relationships and improve strategic decision-making. Relevant Links https://www.linkedin.com/in/federico-cesconi https://sandsiv.com/sandsiv-unveils-insight-narrator-revolutionizing-ai-capabilities-in-sandsiv/ The Top 3 Key Learnings
Top 3 Quotes
Chapters 00:00 Introduction and Guest presentation 03:05 The Impact of Generative AI on Customer Experience 13:57 Introduction to the Insight Narrator Tool 14:16 Development and Functionality of the Insight Narrator 18:19 Benefits and Applications of the Insight Narrator 23:56 Future Developments and Improvements 29:27 Conclusion and Call to Action We’d love to hear your thoughts! Did you enjoy this episode? Please share it with your network, and don’t forget to subscribe and follow the CX Goalkeeper Podcast on your favorite platforms: Apple Podcast | Spotify | |||
| The Future Of AI In Contact Canters And Its Effect On The Customer Experience | 18 Nov 2024 | 00:26:20 | |
In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape. About the Guest CEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform that unifies enhanced digital solutions for contact centers. Glassix has been a leading Israeli Software Company since 2015. In addition to offering comprehensive products, such as those mentioned above, we are working 24/7 to improve & update our products to fit market needs using cutting-edge technologies. Glassix was born to change the way we serve customers through customer service & technology experts who want to give your business the best! Relevant Links https://www.linkedin.com/in/guy-shalom https://www.glassix.com/podcasts The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Presentation 03:56 The Role of AI in Contact Centers 05:00 Employee Experience and AI Implementation 08:27 Hyper-Personalization and Empathy in AI 13:44 Balancing Human Connection and AI Efficiency 15:58 Preparing for the AI Transformation 17:46 Privacy and Ethical Considerations 19:12 Future of AI in 10 Years 24:38 Conclusion and Contact Information Thank you for reading this blog post. If you enjoyed the episode, please subscribe and follow the podcast using the links below:
We are looking forward to your feedback! | |||
| Shaping the Future: AI and Innovation at MoveXM | 16 Sep 2024 | 00:24:57 | |
In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today’s fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience landscape. About the Guest Holger von Seherr-Thoss is the CEO & Partner of moveXM, a software company for Customer Experience Management based in Frankfurt am Main. Since 2019, as a member of the founding family, he has led the company, which offers a Software-as-a-Service solution (SaaS) for holistic management - hosted and made in Germany. Holger began his professional career with experiences at Lufthansa Cargo and the international Ogilvy Fellow Program at Ogilvy & Mather. After his Master of International Business at the University of St Andrews (Scotland), he continued his career in the Customer Consulting division at KPMG. Holger's main topics are customer experience management, customer centricity, and customer satisfaction. With his expertise, he accompanies the CX programs of moveXM clients such as BMW, VW, Provinzial Insurance, and others. In addition, he hosts a webinar series, publishes articles, and gives lectures on current CX topics. MoveXM is a European software provider for CX management (SaaS) with over 28 years of experience. moveXM helps to collect and analyze feedback to make data-based decisions and derive actions. The customer base includes international companies of various industries and sizes. MoveXM combines an ISO-certified software solution with human expertise, is hosted and made in Germany, and meets the highest data protection standards. Relevant Links LinkedIn: https://www.linkedin.com/in/holgervonseherrthoss/ Website: https://movexm.com The Top 3 Key Learnings
Chapters (Audio Version) 00:00 Introduction and Guest Introduction 03:07 AI in Customer Experience 05:50 Challenges in AI Implementation 11:41 Customer-Centric Culture and AI Implementation 13:57 Data Privacy and Security 18:29 Customer-Centric Culture at MoveXM 22:02 Future of CX and AI 23:16 Contact Information and Closing Remarks Thank you for reading this episode summary! We hope you found it insightful. Please don't forget to follow and subscribe to the CX Goalkeeper Podcast to stay updated with our latest episodes:
Your feedback is valuable—feel free to share your thoughts! | |||
| Approaching the Metaverse with Steven Van Belleghem - miniseries 3/3 | 06 Feb 2023 | 00:33:09 | |
The CX Goalkeeper had the great opportunity to interview Steven Van Belleghem LinkedIn Headline: Customer Experience Enthusiast! Global keynote speaker - bestselling author - Entrepreneur Highlights:
and much more on www.cxogoalkeeper.com/Metaverse3 ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Approaching the Metaverse with Anna Noakes Schulze - miniseries 2/3 | 30 Jan 2023 | 00:45:30 | |
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:
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 | |||
| Approaching the Metaverse with Pasquale Borriello and Andrea Ciulu - miniseries 1/3 | 23 Jan 2023 | 00:38:45 | |
The CX Goalkeeper had the great opportunity to interview LinkedIn Headline: CEO Arkage 🚀 Nüborn + W-mind + Acquisition Team 🧠 Italian CXPA Network 🎙 Engage.it Money.it #IlBernoccolo LinkedIn Headline: 🔶Head of Creative Strategy @ Arkage Highlights:
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 | |||
| Machine Customer with James Dodkins | 16 Jan 2023 | 00:27:34 | |
The CX Goalkeeper had the great opportunity to interview James Dodkins LinkedIn Headline: Customer Experience Rockstar 🤘 | CX Evangelist @ PEGA 🦄 | International Keynote Speaker 🌍 | Highlights:
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 | |||
| Digital Transformation with Francesco Brenna | 09 Jan 2023 | 00:34:18 | |
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: SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership | |||
| A Complaint Is a Gift with Janelle Barlow | 02 Jan 2023 | 00:33:11 | |
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: 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 New Customer Experience Management with Ivo Yorgov | 26 Dec 2022 | 00:31:12 | |
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: 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 | |||
| Customers know that you suck with Debbie Levitt | 19 Dec 2022 | 00:37:44 | |
The CX Goalkeeper had the great opportunity to interview Debbie Levitt LinkedIn Headline: The Mary Poppins of CX/UX. ☂️ I fly in, find & solve problems, transform companies & teams, and sing a few songs. Strategically combining customer-centricity with Agile & Lean. Highlights: 00:00 Game Start 01:49 Debbie's introduction 03:09 Debbie's value 05:09 CX is the table 06:49 What makes companies customer centric. And how do you define customer periphery? 09:14 Customer obsessed. what does it really look like for users? 12:37 Where can Customer Journeys Map help or hurt? 17:12 Why do customer experience programs fail so often? 24:00 Agility & CX 29:33 The one chapter 32:33 Debbie's book suggestion 35:02 Debbie's contact details 35:49 Debbie's Golden Nugget and much more on https://www.cxgoalkeeper.com/DebbieLevitt ABOUT ME: 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 #cxisthetable | |||
| Hospitality with Alec Dalton | 12 Dec 2022 | 00:36:30 | |
CX Goalkeeper had the great opportunity to interview Alec Dalton LinkedIn Headline: At Your Service ... Service Operations Consultant | Best-Selling Author | "Top 20 Hospitality Executives to Watch in 2022" Highlights: 00:00 Game Start 00:36 Alec's Introduction 03:29 Alec's Values 05:08 What's the status of customer experience in hospitality? 11:09 Best practices 12:52 It's not rocket science 15:57 Alec's best experience during his last trip 19:44 Common mistakes to avoid 23:25 Quality Management 27:16 How will hospitality evolve 30:15 The future of CX 32:31 Alec's book suggestion 33:49 Alec's contact details 34:09 Alec's Golden Nugget and much more on https://www.cxgoalkeeper.com/AlecDalton #hospitality #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Brand Experience with Deirdre Martin | 05 Dec 2022 | 00:32:31 | |
The CX Goalkeeper had the great opportunity to interview Deirdre Martin LinkedIn Headline: Website & Marketing Strategies that actually work | Clarify your brand’s message | StoryBrand Certified Guide | Customer Experience Coach/Trainer | EQ Certified | Sales & Performance Coach| Best-Selling Author Highlights: 00:00 Game Start 00:33 Deirdre's introduction 01:21 Deirdre's values 03:04 Banding definition 07:13 Why is branding so important? 12:24 Preferred examples 19:24 Where to start 21:34 what was the impact of COVID-19 to branding? 24:04 which are the biggest mistakes that companies are doing in relation to branding 26:23 In 10 years time from now, what we're discussing about in relation to customer experience 28:52 Deirdre's book suggestion 30:39 Deirdre's contact details 31:01 Deirdre's golden nugget and much more on https://www.cxgoalkeeper.com/DeirdreMartin #cxgoalkeeper #customerexperience #podcast #leadership #branding | |||
| Behind the Pixels: Creative Strategies to Excel in Business | 09 Sep 2024 | 00:27:42 | |
Why You Can't-Miss This Episode: Warren Miles-Pickup, a dynamic leader in the marketing and creative industries, shares transformative insights on marketing strategies, leadership, and customer experience in this must-listen episode of the CX Goalkeeper Podcast. Whether you're in marketing, customer experience, or leadership, Warren's experience-driven wisdom offers valuable lessons that can elevate your business practices. This episode is packed with actionable advice on leveraging marketing techniques, driving growth, and managing remote teams effectively. About the Guest: Warren Miles-Pickup is a dynamic leader who serves as the chief marketing officer and chief operating officer for Pixel True, Pixel Copy, and Pixel Publishing. With a wealth of experience in branding, website design, and content creation, Warren has been instrumental in driving the success of these ventures. As a retired Financial Advisor, he brings a unique blend of financial acumen and marketing expertise, helping businesses transform their digital presence and achieve remarkable growth. Warren’s strategic vision and innovative approach have made him a key figure in the industry. The Top 3 Key Learnings: Value-First Marketing: Always provide value before asking for the business. By building trust through free resources and content, you can guide customers up the product ladder to higher-value offerings. Hyper-Personalization in Email Marketing: To succeed in email marketing, segment your audience and tailor your messages to address specific problems. This increases engagement and drives conversions. The Role of AI in Content Creation: While AI can assist in creativity, human-driven content is crucial for creating emotionally resonant and compelling marketing materials. Use AI wisely, and don’t rely on it for all content creation. Chapters Audio: 00:00 Introduction and Guest Presentation 01:33 Warren's Values and Parenting Podcast 04:46 Transition from Financial Advisor to CMO/CCO 07:35 Marketing Strategies and Competitiveness 11:29 Email Marketing and Personalization 15:34 Impact of Generative AI on Marketing 20:32 Managing Remote Teams 23:55 Future of Marketing and AI 25:07 Contact Information and Final Thoughts We hope you found this episode insightful! Please don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Your feedback is invaluable, so please feel free to share your thoughts! | |||
| Human interactions have evolved… so should your contact centre! with Anand Janefalkar Founder & CEO UJET - E102 | 28 Nov 2022 | 00:29:12 | |
The CX Goalkeeper had the great opportunity to interview Anand Janefalkar LinkedIn Headline: Founder & CEO at UJET Highlights: 00:00 Game Start 00:53 Anand's intro 02:23 Anand's values 04:55 UJET.cx 11:07 human interaction has evolved. So Should your contact centre 12:44 Proactive Services 16:11 The role of Cloud 23:35 The Future of CX 25:58 Anand's book suggestion 27:17 Anand's contact details 27:29 Anand's Golden Nugget and much more on https://www.cxgoalkeeper.com/ujet #cxgoalkeeper #customerexperience #podcast #leadership | |||
| The Experience Economy with Joe Pine | 21 Nov 2022 | 00:34:07 | |
The CX Goalkeeper had the great opportunity to interview Joe Pine LinkedIn Headline: Speaker, management advisor, and author of such books as The Experience Economy, Infinite Possibility, Authenticity, and Mass Customization. Highlights:
and much more on https://www.cxgoalkeeper.com/JoePine | |||
| Customer Science with Colin Shaw | 14 Nov 2022 | 00:43:02 | |
The CX Goalkeeper had the great opportunity to interview Colin Shaw LinkedIn Headline: Global Influencer in Customer Experience & Marketing | Financial Times Award For Leading Consultancy For Last 4 Years | Host of 'The Intuitive Customer' in Top 5% | Best-selling Author x 7 | Conference Speaker Highlights: 00:00 Game Start 00:51 Colin's introduction 06:19 Colin's values 08:31 The customer satisfaction index 09:56 No single silver bullet in customer experience 11:04 Customer Science 15:29 Data 21:49 Behavioral science 31:08 Artificial Intelligence 35:44 An example: Apple 37:19 The Future of CX 38:40 Colin's book suggestion 40:04 Colin's contact details 41:08 Colin's Golden Nugget and much more on https://www.cxgoalkeeper.com/ColinShaw #cxgoalkeeper #customerexperience #podcast #leadership #artificialintelligence #data #customerscience #behaviouralscience | |||
| The Big Miss – How Businesses overlook the value of emotions with Zhecho Dobrev | 07 Nov 2022 | 00:34:31 | |
The CX Goalkeeper had the great opportunity to interview Zhecho Dobrev LinkedIn Headline: Author | Customer Experience and Behavior Science Consultant & Trainer Highlights:
and much more on https://www.cxgoalkeeper.com/ZhechoDobrev #cxgoalkeeper #customerexperience #podcast #leadership | |||
| The intersection between CX and EX with Bill Staikos | 31 Oct 2022 | 00:37:13 | |
The CX Goalkeeper had the great opportunity to interview Bill Staikos LinkedIn Headline: Highlights: 00:00 Game Start 00:33 Bill's introduction 03:51 Bill's value 06:15 What is the intersection between Customer Experience and Employee Experience? 09:21 Why is this intersection getting more and more important? 14:05 Experience design, insights & Culture 16:11 How to leverage insights to improve this intersection 20:37 what are the key elements on experience design? 23:59 what are the most important points to nurture a positive genuine culture? 27:39 Some examples 29:23 The future of CX 32:46 Book suggestion 34:05 Contact Details 34:42 Bill's Golden Nugget and much more: www.cxgoalkeeper.com/BillStaikos #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Social Selling with Tim Hughes | 24 Oct 2022 | 00:33:15 | |
The CX Goalkeeper had the great opportunity to interview Timothy Hughes LinkedIn Headline: Should have Played Quidditch for England Highlights: 00:00 Game Start 00:45 Timothy's introduction 02:00 Timothy's values 03:31 which changes have taken places over the last few months in relation to digital and customer experience? 10:04 How do you define social selling in the right way? 17:23 Customer Experiences from Tim's point of view 20:28 How to differentiate between SPAM and social selling 26:09 The future of CX 28:07 Book suggestion 29:22 Contact details 30.05 Tim's Golden Nugget and much more... Thank you, Tim. #cxgoalkeeper #customerexperience #podcast #leadership #socialselling | |||
| OKR: Objectives and Key Results with Carsten Ley | 17 Oct 2022 | 00:30:56 | |
The CX Goalkeeper had the great opportunity to interview Carsten Ley LinkedIn Headline: OKR | Project | Agile & Experience Consultant | Keynote Speaker for Engagement & Getting things done Highlights:
and much more #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Be Your Team's Hero with Adam Toporek | 10 Oct 2022 | 00:31:33 | |
The CX Goalkeeper had the great opportunity to interview Adam Toporek LinkedIn Headline: Helping organizations win with experience! ► Customer Service Expert ✪ Keynote Speaker ✪ Trainer ✪ Strategic Advisor Highlights:
and much more #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Journey to Centricity with Ilenia Vidili | 03 Oct 2022 | 00:32:52 | |
The CX Goalkeeper had the great opportunity to interview Ilenia Vidili LinkedIn Headline: Customer Centricity Advisor | Author of Journey to Centricity | Keynote Speaker Highlights: 00:00 Game Start 00:32 Ilenia's Introduction 02:27 Ilenia's Values 04:22 Where does the idea from your book come from? 07:15 The balance between maximizing profit and humanizing business 11:51 Purpose & how can companies reshape their purpose to pursue customer centricity 17:41 Empathy 22:11 Is it possible to train empathy? 24:33 Trust 28:44 Ilenia's biggest learning from the book 29:34 The future of Customer Experience 30:48 Ilenia's book suggestion 31:17 Ilenia's contact details 31:47 Ilenia's Golden Nugget and much more on https://www.cxgoalkeeper.com/IleniaVidili #journeytocentricity #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Diversity and Inclusion in Customer Experience with Rebecca Brown | 26 Sep 2022 | 00:28:55 | |
The CX Goalkeeper had the great opportunity to interview Rebecca Brown LinkedIn Headline: Award-Winning Customer Experience Consultant | Anti-bullying Advocate | Keynote Speaker | Feature Writer | Highlights: 00:00 Game Start 00:32 Rebecca's introduction 03:10 Rebecca's values 04:21 What's your understanding of diversity and inclusion in customer experience? 06:13 Are people only speaking about it, or are also applying the lesson that we can learn from diversity and inclusion? 09:02 What is the value added of diversity and inclusion? 13:14 Who is the owner of diversity & inclusion? 15:25 how could we measure the improvement in this area? 18:34 do you have a good example that you say this is nowadays best in practice in diversity and integration? 20:35 how can I contribute to D&I on a daily basis? 23:31 The future of CX 25:23 Rebecca's book suggestion 27:10 Rebecca's contact details 27:29 Rebecca's Golden Nugget and much more on: https://www.cxgoalkeeper.com/RebeccaBrown #customerexperience #cxgoalkeeper #podcast #leadership #diversity #inclusion | |||
| Rethinking the Role of Customer Experience with Maxie Schmidt | 02 Sep 2024 | 00:27:10 | |
In this enlightening episode of the CX Goalkeeper Podcast, Maxie Schmidt, a leading expert in customer experience at Forrester Research, takes us on a journey to rethink the role of customer experience within organizations. If you’re a CX professional, leader, or simply interested in how customer experience can transform businesses, this episode is a must-listen. Maxie shares practical insights on integrating CX into business strategies, how to overcome common challenges, and why rethinking established practices is essential for success. Relevant Links The Top 3 Key Learnings
Chapters 00:00 Game Start 00:37 Guest Introduction 02:12 Values Driving CX 04:43 Rethinking 'Outside-In' Perspectives 07:03 Challenges in CX Integration 10:49 Defining Customer Experience in Organizations 16:40 The Importance of CX Measurement 19:34 Successful CX Integration Examples 23:50 Translating CX Insights for Stakeholders 24:36 The Future of CX 26:09 Maxie’s Golden Nugget 27:11 Closing Remarks We would love to hear your thoughts on this episode! Please share your feedback, and don't forget to follow and subscribe to the podcast using the links below: Apple Podcast: Apple Podcast Link Spotify: Spotify Link | |||
| The CX Centric Maturity Assessment with Jonathan Daniels | 19 Sep 2022 | 00:26:07 | |
The CX Goalkeeper had the great opportunity to interview Jonathan Daniels LinkedIn Headline: Leading Customer Centric Transformations. Highlights: 00:00 Game Start 00:36 Jonathan's introduction 03:14 Jonathan's value 04:45 Where did where did the idea of a CX Centric Maturity Assessment come from? 08:34 How is it structured? 11:26 why it's important to understand where we are (the as-is situation)? 16:51 Is it possible to excel in some of these 8 categories? Or is it better to improve all at the same time? 18:32 The future of CX 20:43 Book Suggestion 22:09 Contact details 23:49 Jonathan's Golden Nugget more on: www.cxgoalkeeper.com/JonathanDaniels2 #customerexperience on: www.cxgoalkeeper.com/JonathanDaniels2 | |||
| 5 Steps On How To Set Up Your CX Business Unit with Mandisa Makubalo | 12 Sep 2022 | 00:35:33 | |
The CX Goalkeeper had the great opportunity to interview Mandisa Makubalo LinkedIn Headline: Founder & Principal Practitioner at Unlimited Experiences SA Highlights: 00:00 Game Start 00:46 Mandisa's introduction 01:48 Mandisa's value 02:55 The idea of the article "5 Steps On How To Set Up Your CX Business Unit" 05:59 Overview of the article "5 Steps On How To Set Up Your CX Business Unit" 07:17 The 4 tips 10:51 The meaning of Design for Value 14:38 The 5 steps described in "5 Steps On How To Set Up Your CX Business Unit" 25:52 The masterplan 28:42 The future of CX 30:36 Mandisa's book suggestion 32:35 Mandisa's contact details 33:37 Mandisa's Golden Nugget and much more https://www.cxgoalkeeper.com/MandisaMakubalo Thank you, Mandisa. #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Continuous Education in Customer Experience with Ricky Harris | 05 Sep 2022 | 00:34:25 | |
The CX Goalkeeper had the great opportunity to interview Ricky Harris LinkedIn Headline: Chartered Institute of Customer Management, Call Centre, Customer Services Master classes Highlights:
and much more on https://www.cxogoalkeeper.com/RickyHarris #cxgoalkeeper #customerexperience #podcast #leadership | |||
| The Magic of Disney World with Dennis Snow | 29 Aug 2022 | 00:34:13 | |
The CX Goalkeeper had the great opportunity to interview Dennis Snow LinkedIn Headline: Customer Service Keynote Speaker, Consultant, and Author Highlights: 00:00 Game Start 00:30 Dennis' introduction 03:31 Dennis' values 05:19 Disney, what are the key ingredients to be so successful in this magic world? 09:30 Disney is offering a great experience But let's quite expensive... 13:38 People want always to come back 14:47 How is it possible that cast members are always so friendly? 18:56 Onstage and backstage. 21:23 What can companies learn from Disney? 25:50 Talking about CX: what are we going to discuss about in 10 years? 28:24 Dennis' book suggestion 30:08 Dennis' Contact details 32:03 Dennis' Golden Nugget and much more on https://www.cxgoalkeeper.com/DennisSnow Guest's Contact Details: dennis AT snowassociates DOT com https://www.linkedin.com/in/dennissnow/ https://www.snowassociates.com #customerexperience #podcast #leadership #cxgoalkeeper | |||
| Operational Excellence with Marianne Rutz | 22 Aug 2022 | 00:33:45 | |
The CX Goalkeeper had the great opportunity to interview Marianne Rutz LinkedIn Headline: We're the Experts in Helping Fast-Growth SMEs Transform Their Call Centre Operations into Powerhouse Profit Centres | Podcaster | Speaker Highlights:
and much more on https://www.cxgoalkeeper.com/mariannerutz Marianne's Contact Details: | |||
| Built to Win with Annette Franz | 15 Aug 2022 | 00:27:42 | |
The CX Goalkeeper had the great opportunity to interview Annette Franz LinkedIn Headline: Coach | Keynote Speaker | Author | Putting the "Customer" in Customer Experience Highlights:
and much more on https://www.cxgoalkeeper.com/AnnetteFranz2 Annette's Contact Details: #cxgoalkeeper #customerexperience #podcast #leadership #winningonpurpose | |||
| Team, Tool, Process & Feedback - The 4 Pillars with Adrian Brady-Cesana | 08 Aug 2022 | 00:43:42 | |
The CX Goalkeeper had the great opportunity to interview Adrian Brady-Cesana LinkedIn Headliner: Customer Experience Executive, Author of The Four CX Pillars & Host of The CXChronicles Podcast Highlights: 00:00 Game Start 00:38 Adrian’s introduction 2:36: CX Chronicles 05:53 Adrian’s Values 11:04 The Team 18:43 The tools 25:12 The Processes 32:32 The Feedback 38:09 Adrian’s book suggestion 40:03 Adrian’s contact details 40:42 Adrian’s Golden Nugget and much more on: www.cxgoalkeeper.com/AdrianBradyCesana Adrian's Contact Details:
Thank you, Adrian. #cxgoalkeeper #customerexperience #podcast #leadership | |||
| The Phygital Consumer with Bruno Guimarães | 01 Aug 2022 | 00:37:38 | |
The CX Goalkeeper had the great opportunity to interview Bruno Guimarães LinkedIn Headline: CX Solution Strategist Brazil | Founder - Amigos do CX | CXPA Brazil Regional Council | Ironman Triathlete | CXMStars™2022 – Top 5 CX Influencer | International CX Judge | Ana Carolina and Bento Father Highlights: 00:00 Game Start 00:56 Bruno’s Introduction 03:25 Bruno’s Values 08:07 The phygital customer 15:13 The best out of the mix: digital & physical 18:30 What's your view now that we are speaking about Web 3.0 Virtual Reality augmented reality? 21:49 which is your preferred phygital experience? 26:41 Talking about Phigital Experiences: what are we going to discuss about in 10 years? 30:48 Bruno’s book suggestion 32:47 Bruno’s contact details 33:33 Amigos do CX 34:08 Bruno’s Golden Nugget 36:20 End of the Game and much more on: www.cxgoalkeeper.com/brunoguimaraes Bruno's Contact Details: Thank you, Bruno. #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Value for Customers with Maxie Schmidt | 25 Jul 2022 | 00:33:58 | |
The CX Goalkeeper had the great opportunity to interview Maxie Schmidt LinkedIn Headline: Vice President, Principal Analyst | Author | Keynote Speaker | Inspiring and Supporting Customer Experience Professionals Highlights:
and much more on www.cxgoalkeeper.com/MaxieSchimidt Maxie's Contact Details:
Thank you, Maxie! #cxgoalkeeper #customerexperience #podcast #leadership #forrester #value | |||
| Holistic Experiences with Miles C. Thomas | 18 Jul 2022 | 00:25:07 | |
The CX Goalkeeper had the great opportunity to interview Miles C. Thomas LinkedIn Headline: Chief Experience Officer - Creating Customer Centric Companies -Global customer service & experience leader - Contributing author CX3 - Chair of CX Judges - Top CX Influencer 2021/22 Highlights:
and much more... www.cxgoalkeeper,com/MilesCThomas2 His Contact Details: Thank you, Miles! #cxgoalkeeper #customerexperience #podcast #leadership | |||
| CREATE HYPER-PERSONALIZED INTERACTIONS THAT MATTER | 26 Aug 2024 | 00:33:08 | |
This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and drive business growth through personalization. About the Guest: Michael Obermaier is Head of SAS CX and MarTech Solutions for Austria, Germany, and Switzerland. His primary focus is helping organizations leverage data to create better customer experiences and tackle current and future Marketing challenges through innovative technology solutions. Before joining SAS, he held various management positions in sales, marketing, consulting, and product management at different CRM and CX software vendors. In addition to his professional activities, Michael Obermaier enjoys teaching at universities on those topics. Relevant Links: https://www.linkedin.com/in/michaelobermaier The Top 3 Key Learnings:
Chapters: 00:00 Game Start 00:46 Guest Introduction 01:16 Michael's Background 02:47 Core Values 05:25 Methods for Understanding Customer Data 09:29 Steps for Companies to Improve Personalization 11:51 Best Practices in Personalization 19:44 Impact of Personalization on Customer Experience 23:15 Connecting Personalization with ROI 24:00 Ensuring Customer Privacy 27:28 Next Best Experience Concept 31:37 Future of CX 32:30 Best Way to Contact Michael 33:00 Michael's Golden Nugget 34:03 Conclusion We value your feedback and encourage you to share your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast through the links below: | |||
| Who is the CX Goalkeeper? with Dennis Wakabayashi | 11 Jul 2022 | 00:33:28 | |
The CX Goalkeeper had the great opportunity to interview Dennis Wakabayashi LinkedIn Headline: Global Voice of #CX | Connector of people and resources to transform business | Digital Marketing Instructor | Author | Industry MC and Keynote Speaker Highlights: 00:00 Game Start 00:24 Dennis' introduction 01:00 Dennis' values 02:30 My family 05:00 My passion for soccer 07:30 The role of the goalkeeper 10:15 The collaboration with guests & the related preparation 13:10 The investment & the related reward - celebrating the CX community 17:10 The 3 podcasts that really stand-out among the first 80 episodes Faran Niaz - the most number of downloads Claude Silver - the most number of feedbacks The next podcast 22:40 The highlights of my career 22:08 Dennis' conclusion 30:00 Dennis' contact details 31:22 Dennis' Golden Nugget … and much more on www.cxgoalkeeper.com/DennisWakabayashi Dennis' Contact Details: www.denniswakabayashi.com Thank you Dennis #customerexperience #cxgoalkeeper #podcast #leadership | |||
| Emotional Intelligence with Sandra Thompson | 04 Jul 2022 | 00:36:41 | |
The CX Goalkeeper had the great opportunity to interview Sandra Thompson LinkedIn Headline: Founder of the Ei Evolution CX & EX Consultancy| CX & EX Educator| 1st Goleman Emotional Intelligence Coach in the UK| TEDx speaker| Applied CX & EI course lead| Contributing author to PUNK XL Highlights: 00:00 Game Start 00:55 Sandra's Introduction 02:10 CX3 03:25 Sandra's Values 06:00 Definition of Emotional Intelligence (EI) 08:35 Sandra's preferred two components of EI 10:50 The most difficult competency to explain 13:05 The most underrated competencies 14:35 The place of emotions in business 22:05 Link among emotions, employee experience and loyalty 28:50 What are we going to discuss in 10 years related to EI in employee experience 31:40 Sandra's Book Suggestion 32:55 Sandra's Contact Details 33:45 Sandra's Golden Nugget … and much more on www.cxgoalkeeper.com/SandraThompson Sandra's Contact Details: https://www.linkedin.com/in/cxeisandra/ Thank you, Sandra! #cxgoalkeeper #customerexperience #podcast #leadership #emptionalintelligence #eievolution | |||
| What changed and what did not change in CX with Rick Denton | 27 Jun 2022 | 00:32:51 | |
The CX Goalkeeper had the great opportunity to interview Rick Denton LinkedIn Headline: Customer Experience Transformation | 🎤Podcast Host - CX Passport🎧 | Keynote Speaker | I believe the best meals are served outside & require a passport Highlights: 00:00 Game Start 00:30 Rick's introduction 03:00 Rick's Values 05:40 What is changing and what is not changing in CX 08:25 Total Voice of Customers 17:40 Your Frontline knows your customers better than you 21:25 The COVID excuse 24:20 The Future of CX in 10 years 28:14 Book Suggestion 29:40 Contact details 30:40 Rick Golden Nugget and more on: www.cxgoalkeeper.com/RickDenton Rick's Contact Details: https://www.linkedin.com/in/rickdenton/ Thank you, Rick. #cxgoalkeeper #customerexperience #podcast #leadership #cxpassport #totalvoc | |||
| How to turn Your Employees into Lead Magnets and Customer Advocates with Jill Raff | 20 Jun 2022 | 00:35:03 | |
The CX Goalkeeper had the great opportunity to interview Jill Raff LinkedIn Headline: Expert Insights Turning Employees Into Advocates and Customer Magnets Consultant, Speaker, Show Host, Author, CEO/Founder of Jill Raff Group, LLC Highlights: * 00:00 Game Start * 01:00 Jill's introduction * 05:00 Jill's values * 06:19 EX2CX definition * 8:03 the importance of employee experience * 10:15 Inside-Out Methodology * 18:03 The 3 "Es" plus one E * 23:15 Jill's Definition of Employee Experience * 25:10 What are we discussing in Employee Experience in 10 years from now? * 27:09 Employees: Partners and not "being depending" * 28:15 Jill's contact details * 30:28 Jill's book suggestion * 31.59 Jill's Golden Nugget * 33:25 Game End … more on: www.cxgoalkeeper.com/jillraff Jill's Contact Details: - https://www.linkedin.com/in/ex2cx-expert/ - https://www.youtube.com/channel/UC5Zr7Espyc1cM08zXwKmxiA Thank you, Jill. #customerexperience #employeeexperience #cxgoalkeeper #podcast #leadership #ex2cx | |||
| Digital Customer Service with Rick DeLisi | 13 Jun 2022 | 00:34:47 | |
The CX Goalkeeper had the great opportunity to interview Rick DeLisi LinkedIn Headline: Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World" and "The Effortless Experience" Highlights:
… and much more more on: www.cxgoalkeeper.com/RickDeLisi Guest's Contact Details: Thank you, Rick. #cxgoalkeeper #customerexperience #podcast #leadership | |||
| The Customer Experience Landscape with Ozkan Demir | 06 Jun 2022 | 00:33:16 | |
The CX Goalkeeper had the great opportunity to interview Ozkan Demir. LinkedIn Headline: Chief Executive Officer - Pisano Highlights:
… and much more find more on www.cxgoalkeeper.com/OzkanDemir Guest's Contact Details: Thank you, Ozkan. | |||
| Leadership with Neil Skehel - CEO & Founder Awards International | 30 May 2022 | 00:36:34 | |
The CX Goalkeeper had the great opportunity to interview Neil Skehel LinkedIn Headline: MBA, CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM, (Customer Experience Magazine). NED The Future Shaper Media Company. Highlights:
… and much more Neil's Contact Details: for additional information: www.cxgoalkeeper.com/NeilSkehel2 Thank you, Neil. #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Blending Feng Shui Principles with Business & Personal needs with Claire Boscq | 23 May 2022 | 00:36:00 | |
The CX Goalkeeper had the great opportunity to interview Claire Boscq LinkedIn Headline: Turn People & Places into Prosperity using my BIZSHUI Method, blending Feng Shui Principles with Business & Personal needs Highlights: 00:00 Game Start 01:15 The Book BIZSHUI 9 keys to Feng Shui your Business For Success 08:20 Employee Experience - the Hiring Circle 16:24 Tangible examples to improve the environment 21:03 The day challenge for me (and for you!) 23:15 Employee Development and Training 28:45 The importance of Listening 31:40 Claire contact details 2:30 Claire book suggestion 34:18 Golden Nugget … and much more Claire's Contact Details: more details: www.cxgoalkeeper.com/ClaireBoscq Thank you, Claire! | |||
| Emotional Optimism & Employee Experience with Claude Silver - Chief Heart Officer | 16 May 2022 | 00:25:59 | |
The CX Goalkeeper had the great opportunity to interview Claude Silver LinkedIn Headline: Chief Heart Officer at VaynerMedia (CHRO)/Chief People Officer) Highlights: 0:00 Game Start 00:45 Claude's Introduction 01:55 Claude's values 04:09 Claude ingredients for success 6:20 The Role of Human Being in Business 7:43 Claude's definition of her own success 10:00 Where to start with employee experience 14:04 Definition of Employee experience ("you are moving the ball down the field") 15:49 Scoring a goal alone it's not so funny as scoring them together 18:53 something Claude tried and didn't work 20:30 what we are speaking about in 10 years 21:15 Claude contact details 22:35 Claude book suggestions 23:29 Claude golden nugget ... and much more Claude Contact Details: * https://www.claudesilver.com/ * https://www.linkedin.com/in/casilver/ Claude's Podcast - Emotional Intelligence - stop here and subscribe her podcast!!! * https://open.spotify.com/show/3fAXOkGMiGKuYmsrJfrX5m for more information: www.cxgoalkeeper.com/ClaudeSilver Thank you, Claude. #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Delivering WOW Through Service with Ryo Zsun from Zappos | 09 May 2022 | 00:30:21 | |
The CX Goalkeeper had the great opportunity to interview Ryo Zsun LinkedIn Headline: The Culture Maestro at Zappos | Speaker | Company Culture | Customer Experience Highlights: 00:00 Game Start 01:00 Ryo's introduction 02:30 Ryo's values 03:38 Why are you working for Zappos? 06:22 What motivate you and all the Zapponians to deliver WOW every day? 07:40 How you wow-ed your customers? (internal example) 10:08 The definition of Service Excellence 11:30 Customer Service examples 18:45 Why calling Zappos? 20:15 Is there a next level in service for Zappos? 22:41 The future of Customer Service 24:15 Book Suggestion 26:41 Ryo's contact details 27:45 Ryo's Golden Nugget 28:41 End of the Game … and much more all information on: www.cxgoalkeeper.com/RyoZsun Ryo's Contact Details: www.zappos.com https://www.linkedin.com/in/ryozsun/
Ryo's Golden Nugget: “…if I had to give you a thought to put in your mind, ask yourself… How will I Wow today?” Thank you, Ryo. #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #zappos #wow | |||
| EMPOWERING LEADERS TO GET EXECUTIVE BUY-IN | 19 Aug 2024 | 00:26:52 | |
In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization. About the Guest Mark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine). He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in. Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America. Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others. Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors. He’s also the creator and host of The Delighted Customers Podcast, ranking in Apple Podcast>Management Top 10 in the US. Relevant Links Connect with him via email - mark@empoweredcx.com or on LinkedIn https://www.linkedin.com/in/markslatin/ Podcast: https://www.empoweredcx.com/podcast The Top 3 Key Learnings Building Trust is Crucial: Establishing trust with stakeholders is essential for the success of CX initiatives. This involves being reliable, credible, empathetic, and focusing on the stakeholders' needs rather than your own. Proving the ROI of CX: Demonstrating the financial impact of customer experience is vital. CX leaders must develop skills in financial analysis and communicate the value of their initiatives effectively to secure executive support. Stakeholder Engagement: Understanding the goals and challenges of key stakeholders and aligning CX initiatives to support these goals is critical. Building strong relationships and acting as a guide rather than a hero can drive successful CX transformations. Chapters 00:00 Game Start 00:40 Guest Introduction: Mark Slatin 02:14 Mark's Professional Background 03:34 Biggest Challenge for CX Leaders 06:10 Evolution of CX as a Discipline 10:08 Proving the Value of CX 12:36 Building Trust with Stakeholders 17:57 Future of CX 22:14 How to Connect with Executives 24:27 Masterclass Overview 25:00 Fast Forward 10 Years 26:09 Best Way to Contact Mark 26:30 Mark's Golden Nugget 27:29 Episode Conclusion We hope you enjoyed this episode as much as we did. Please share your feedback and don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK | |||
| The Experiences of a CX Legend with Faran Niaz | 02 May 2022 | 00:26:13 | |
The CX Goalkeeper had the great opportunity to interview Faran Niaz LinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader 2021 | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder – CX FUTURE | Int’l CX Awards Judge | Keynote Speaker Highlights:
For additional information: www.cxgoalkeeper.com/FaranNiaz2 Faran Contact Details: https://www.linkedin.com/in/farann/ Thank you, Faran! #cxgoalkeeper #customerexperience #podcast #leadership | |||
| The Role of CX Professionals with Alex Mead | 25 Apr 2022 | 00:33:45 | |
The CX Goalkeeper had the great opportunity to interview Alex Mead LinkedIn Headline: Chief Customer Service Experience Officer - Transforming omnichannel CX across contact centre, digital, social & physical channels - Leading teams which innovate across all customer activities - CRM, AI, Data, Analytics Highlights: 0:00 Game Start 1:41 Alex's introduction 3:08 Alex's view on the CX landscape 6:20 Alex's two bad experiences 10:18 Definition of service excellence - the definition of EPIC service 13:10 The Role of CX Professional 17:15 The missing skills in the CX community 26:25 In 10 years time what we are speaking about in relation to Customer Experience and Customer Service Experience? 29:30 Alex's book suggestion 31:12 Alex contact details 31:30 Alex's Golden Nugget 32:39 Game End For more details: www.cxgoalkeeper.com/AlexMead Guest's Contact Details:
Thank you, Alex. #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Uplifting Service with Ron Kaufman - Second Half | 18 Apr 2022 | 00:20:44 | |
The CX Goalkeeper had the great opportunity to interview RON KAUFMAN Ron's LinkedIn Headline: New York Times Bestselling Author "UPLIFTING SERVICE" | Customer Experience & Service Culture Expert | Keynote Speaker This discussion was split in 2 episodes. On April 4th, the first episode went live Highlights: 00:00 Service Process & Service Perception 6:11 Measurement of service quality 9:35 The future of service ("A customer is anyone who is not me") 13:30 Book suggestion 15:50 Contact details 17:20 Ron's Golden Nugget ... and much more Ron's Contact Details: * https://www.linkedin.com/in/ronkaufman/ * https://www.youtube.com/user/ronkaufman Thank you, Ron! more information: www.cxgoalkeeper.com/RonKaufman2 First episode: www.cxgoalkeeper.com/RonKaufman1 #cxgoalkeeper #customerexperience #podcast #leadership #service #care | |||