Explore every episode of the podcast Business Transformation Pitch with The CX Goalkeeper
| Title | Pub. Date | Duration | |
|---|---|---|---|
| #249: Fans favorite: Leading a Human-Centric Digital Transformation | 13 Jul 2025 | 00:29:20 | |
In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it’s not just about technology; it’s about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be enablers rather than solutions looking for problems. But it’s not just about the ‘what’ and the ‘how’; it’s also about the ‘who.’ Roy talks about the role of culture in a company’s digital transformation journey and how it can make or break the strategy. He also discusses the importance of customer involvement, stating that customers are often the ones leading digital transformation. About Roy Aktinson Roy Atkinson is a luminary in the fields of customer service, customer experience, and digital transformation. With years of experience and a deep understanding of how technology and people intersect, Roy brings a unique blend of strategic vision and practical advice to the table. He has been a keynote speaker at numerous industry events, sharing his insights on the importance of focusing on the human element in digital transformation. Known for his thought-provoking perspectives, Roy is not just an expert but a catalyst for change, challenging businesses to rethink their strategies and cultures to stay ahead in a rapidly evolving landscape. Resources Clifton Butterfield LLC: https://cliftonbutterfield.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/ 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 Customer Experience World Games 2025 with Tom DeWitt | 09 Jul 2025 | 00:10:04 | |
The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea. These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences. All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Join us and be part of it. | |||
| The Future of Aged Care: How Ohana is Changing Home Healthcare | 02 Jun 2025 | 00:31:53 | |
This episode is a powerful conversation with Peter Nicholson about transforming home healthcare through Ohana. Discover how his personal mission and professional background are creating real change in aged care, training caregivers with purpose, and helping older adults live with dignity. About the Guest Peter Nicholson is Managing Director of ALTKEA, a global healthcare consultancy. For five years, he was responsible for the global business development function of Dermavant Sciences GmbH and was GM of its Swiss affiliate before the company was acquired by Organon. Prior to that, he was responsible for the global strategy and business development functions at Galderma (Nestlé / L’Oréal), and before that at Mentor (Johnson & Johnson) and Inamed (Allergan), where he led the groups responsible for strategic partnerships, licensing agreements, acquisitions, joint ventures, divestitures and out-licensing. He spent six years at Amgen working in product development, investor relations and product licensing roles created the company’s corporate venture capital program. He became aware of issues in elder care through his parents’ health decline and co-founded of OHANA HEALTH, a social impact company focused on professionalizing the vocation of caregiving to upskill workers and empower them to provide person-centered care for older adults while lowering the burden on healthcare budgets. Relevant Links: https://www.linkedin.com/in/peter-nicholson-b9b3ab1b7/ The Top 3 Key Learnings
Chapters 00:00 Introduction and Guest Welcome 01:22 Guest Introduction: Peter Nicholson's Background 03:09 Values Driving Professional Life 04:16 The Origin and Meaning of Ohana 05:05 Challenges in Aged Care and Demographic Shifts 07:18 Inspiration Behind Ohana and Its Mission 11:55 Innovative Training and Workforce Development 23:21 Future Vision and Global Expansion 27:26 Conclusion and Final Thoughts Follow & Subscribe to the CX Goalkeeper Podcast: - Apple Podcast: http://cxgoalkeeper.com/apple - Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment or share your feedback! | |||
| Harnessing Human-Centricity to Drive Brand Purpose with DeAnna Avis | 23 Oct 2023 | 00:26:22 | |
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 🎧
🎙️ Key Quotes 🎙️
🤝 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! | |||
| Bridging the Human Gap: Navigating B2B Sales Strategies with Jim Rembach | 16 Oct 2023 | 00:36:55 | |
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
🎙️ Notable Quotes
📌 Connect with Jim Rembach 📌 Connect with Us
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! | |||
| The Experiences of a CX Legend with Peter Pirner | 09 Oct 2023 | 00:31:44 | |
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! | |||
| Mastering Total Experiences: A Blueprint for Business Success with Ozkan Demir and Orcun Irfan of Pisano | 02 Oct 2023 | 00:50:04 | |
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
🎙️ Notable Quotes
📌 Connect with Pisano
📌 Connect with Us
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! | |||
| Leading a Human-Centric Digital Transformation: Expert Insights from Roy Atkinson | 25 Sep 2023 | 00:31:07 | |
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
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. | |||
| Recalibrating Leadership for the Infinite Game with Diane Magers | 18 Sep 2023 | 00:33:24 | |
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
Let's stay in contact 💌 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! | |||
| Unpacking the real Impact of Corporate Social Responsibility and Leadership with Bob Azman | 11 Sep 2023 | 00:35:14 | |
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:
🎧 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: 🌟 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! | |||
| Generating Value: From Insights to Impact with Susanna Baque | 04 Sep 2023 | 00:30:57 | |
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:
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. | |||
| Beyond Downloads: Jennie Lewis Explores the Depth of App Measurement for Enhanced Customer Experience | 28 Aug 2023 | 00:26:53 | |
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:
Featured Quote: "The true essence of a successful team lies in recognizing and celebrating the unique superpowers each member brings." - Jennie Lewis Resources & Links: 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! | |||
| Breaking Barriers with Clare Muscutt: The Rise of Women in CX | 20 Aug 2023 | 00:37:30 | |
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. | |||
| Revisited: Never Lose an Employee Again with Joey Coleman | 26 May 2025 | 00:34:48 | |
We are revisiting one of the most downloaded episodes of the CX Goalkeeper Podcast; we were joined by Joey Coleman, an expert in customer experience and the author of "Never Lose an Employee Again." This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both. Top 3 Key Takeaways
Joey Coleman: Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he collaborates with organizations worldwide, ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His two books have received critical acclaim, and both were instant Wall Street Journal bestsellers. Never Lose a Customer Again offers strategies and tactics for turning one-time purchasers into lifelong customers, and his newest book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he’s spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his fantastic wife and two young sons. Contact Details: With insightful observations and actionable advice, this episode is a must-listen for anyone seeking to enhance their company’s customer and employee experiences. Follow, rate, and review the podcast. - Apple Podcast: http://cxgoalkeeper.com/apple - Spotify: http://cxgoalkeeper.com/spotify | |||
| Decoding Human-Centered Design: Your Pathway to Unprecedented Success with Stefan Leuthold | 14 Aug 2023 | 00:32:56 | |
In the latest episode of the CX Goalkeeper Podcast, our host Gregorio Uglioni had an insightful discussion with Stefan Leuthold, a renowned expert in the field of human-centered design. Stefan, who hails from Stimmt, a Swiss consulting company specializing in customer experience, shared his wealth of knowledge and experience spanning over two decades.Today's Top Player: Stefan LeutholdStefan Leuthold is a man of many hats - a father, husband, entrepreneur, consultant, and a scholar with a master's degree in theoretical physics and a PhD in cognitive psychology. His passion lies in understanding human behavior and applying this knowledge to create better, more intuitive systems and processes. Stefan's expertise in human-centered design has made him a sought-after figure in the industry.Stefan Leuthold delves into the importance of understanding and designing for the end user. Stefan emphasizes the need for a three-step process: understanding the user, designing for the user, and validating the design with the user. He shares a successful implementation of this approach in an online banking redesign project, highlighting the importance of focusing on the user's primary task. Stefan also provides advice for companies considering human-centered design, urging them to start small and scale up based on results. The discussion concludes with Stefan's golden nugget: "A successful company maintains a close relationship with its customers. But a truly successful company also fosters a strong connection with its employees. Because when these relationships are in place, purpose, strategy, and profits naturally follow."00:00 Introduction00:43 Greeting and Introduction of Guest01:10 Introduction of Today's Top Player01:24 Guest's Self-Introduction and Sharing of Values02:19 Discussion on Behavioral Science03:08 Explanation of Human Centered Design04:00 Elaboration on Human Centered Design05:19 Discussion on the Relevance of Human Centered Design07:19 Deep Dive into the Understand Phase of Human Centered Design09:23 Discussion on the Number of Interviews Required for Understanding11:48 Discussion on the Willingness of Customers to Participate in Interviews13:01 Explanation of the Design Phase of Human Centered Design15:20 Discussion on the Validate Phase of Human Centered Design17:20 Discussion on the Cycle of Understand, Design, and Validate19:26 Sharing of a Successful Implementation Example21:39 Advice for Companies Considering Human Centered Design24:15 Discussion on Leadership and Sharing of Personal Experience26:19 Sharing of Biggest Failure and Lessons Learned27:23 The Question About the Future30:44 Guest Contact Details31:28 Golden Nugget#cxgoalkeeper #customerexperience #podcast #leadership #DigitalTransformation #CustomerExperience #Leadership #Innovation #LifelongLearning #Networking #ChangeManagement #BusinessStrategy #humancetereddesign | |||
| Revolutionizing Customer Experience with AI with Federico Cesconi | 07 Aug 2023 | 00:37:57 | |
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! | |||
| Mastering Digital Transformation with Marcus Köhnlein | 31 Jul 2023 | 00:31:44 | |
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: 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 | |||
| Unleashing the Power of Experience Management with Bruce Temkin | 24 Jul 2023 | 00:32:53 | |
It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they’re customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all.Episode Chapters00:00 Game Strat01:09 Bruce Temkin introduces himself02:01 Bruce shares the values that drive his life03:50 Discussion on Experience Management06:44 The difference between CX and XM08:37 Bruce shares the six laws of Experience Management14:33 Bruce's favorite law of Experience Management16:11 Key leadership lessons from Bruce's career21:04 Bruce's vision for the future of Experience Management30:02 How to contact Bruce30:39 Bruce's golden nuggetmore on: https://www.cxgoalkeeper.com/brucetemkiinYou can connect with Bruce on Twitter, LinkedIn, or visit the XM Institute for more insights on Experience Management.ABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership | |||
| Dialing into Innovation: Contact Center Transformation with Rob Dwyer | 17 Jul 2023 | 00:35:38 | |
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 | |||
| Conquer Self-Doubt, Embrace Growth: Building a Resilient Mindset for Professional Success with Justin Robbins | 10 Jul 2023 | 00:33:07 | |
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/ 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 | |||
| Building Engaging Communities with Nate Brown | 03 Jul 2023 | 00:39:59 | |
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 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 | |||
| Mastering Multichannel Engagement with Uku Tomikas, CEO Messente | 26 Jun 2023 | 00:30:02 | |
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/ 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 | |||
| Mastering Design Thinking: Igniting Innovation and Supercharging Transformation with Michael Lewrick | 19 Jun 2023 | 00:33:30 | |
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 | |||
| Unlocking the Future of CX: A Deep Dive into Global State Research with Melanie Mingas | 12 Jun 2023 | 00:38:42 | |
The CX Goalkeeper had the great opportunity to interview Melanie Mingas LinkedIn Headline: Editor-in-chief, CX Network, IQPC Digital Highlights: 00:00 Game Start 00:34 Melanie's introduction 01:51 Melanie's Values 03:01 The Evolution of CX 05:57 Digital CX 12:39 Data 17:40 Conversational AI 21:06 Automation 23:30 Sustainability 27:16 The Impact on CX Professionals 31:29 The Future 33:46 Book Suggestion 35:43 Contact Details 36:09 Golden Nugget and much more Melanie's Contact Details: https://www.linkedin.com/in/melanie-mingas-8351b817/ https://www.linkedin.com/company/cx-network/ | |||
| YOU ARE THE BOSS: BECOME THE MANAGER YOU WANT TO BE | 19 May 2025 | 00:21:18 | |
Are you truly the leader you want to be—or just reacting under pressure? In this powerful episode, Sabina Nawaz shares hard-earned insights from decades of coaching CEOs and writing her new book, You Are the Boss. Discover how to navigate leadership challenges and lead with intention, clarity, and care. About the Guest Sabina Nawaz is an elite executive coach who advises C-level executives and teams at Fortune 500 corporations, government agencies, nonprofit organizations, and academic institutions worldwide. Sabina gives dozens of keynotes, seminars, and conferences each year and teaches faculty at Northeastern and Drexel Universities. During her fourteen-year tenure at Microsoft, she transitioned from managing software development teams to leading the company’s executive development and succession planning efforts for over 11,000 managers and nearly 1,000 executives. She is the author of YOU'RE THE BOSS: Becoming the Manager You Want to Be (and Others Need). Relevant Links https://www.linkedin.com/in/sabinanawaz/ https://www.instagram.com/sabinacoaching/ The Top 3 Key Learnings
Chapters 00:00 Welcome and Guest Introduction 00:55 Career Highlights and Values 03:01 Discussing the Book: 'You Are the Boss' 03:20 Recognizing and Managing Power and Pressure 07:36 Effective Leadership Communication 13:01 Managing Stress and Wellbeing 15:38 Leadership Blind Spots and Continuous Improvement 18:57 Final Thoughts and Golden Nugget Keywords: leadership development, Sabina Nawaz, CX podcast, you are the boss book, pressure in leadership, power gap in management, leadership blind spots, self-care for leaders, executive coaching, shut up muscle, micro habits for stress Follow & Subscribe to the CX Goalkeeper Podcast: Podcast Page Apple Podcast Spotify We’d love to hear your thoughts — leave a comment or share your feedback! | |||
| Transforming BPO: Adapting to New Markets and Cultures at Callzilla with Neal Topf | 05 Jun 2023 | 00:34:23 | |
The CX Goalkeeper had the great opportunity to interview Neal Topf LinkedIn Headline: Customer Experience | Contact Center / Customer Care | Podcast Highlights: 00:00 Game Start 00:49 Neal’s introduction 02:00 Neal’s values 04:23 Operations Transformation 09:44 cohesive and high performing teams 12:19 Speed, satisfaction and resolution 15:34 Prioritising CX 17:47 Innovation 21:03 Continuous Improvement 22:23 Leadership learnings 28:49 The Future 30:51 Book Suggestion 31:41 Contact Details 32:49 Golden Nugget and much more Neal's Contact Details: | |||
| Unleashing Creativity and Innovation: Exploring the Power of Lego Serious Play with Sirte Pihlaja | 29 May 2023 | 00:38:20 | |
The CX Goalkeeper had the great opportunity to interview Sirte PihlajaLinkedIn Headline: CEO I CCXP I Trained LEGO® Serious Play® Facilitator I Global #1 BestSelling Author I Global Top 150 CX Expert I International Keynote I Board Member I CXPA Finland Lead I Championing CX in Caribbean, Europe & SE AsiaHighlights:00:00 Game Start00:38 Sirte's Introduction05:02 Sirte's Values09:19 Lego Serious Play LSP14:42 Flow16:00 The power of playing in Business18:11 Where to use it 21:34 Experiencing Lego Serious Play LSP23:53 The Role of Happyness26:18 Customer Experience Management benchmark29:04 The Future of CX31:57 Book Suggestion32:17 Books' Suggestion34:03 Contact Details35:02 Golden Nugget and much moreSirte's Contact Details:https://www.shirute.fi/enhttps://www.cxplay.fi/enhttps://www.Shirute.fi/CEMABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership | |||
| Driving Business Success: The Importance of Employee Experience with Neha Dutta | 22 May 2023 | 00:30:12 | |
The CX Goalkeeper had the great opportunity to interview Neha Dutta LinkedIn Headline: Award Winning Transformation Executive I Digital Client Success I Customer Experience I CHIEF Member Highlights: 00:00 Game Start 00:35 Neha's Introduction 02:09 Neha's Values 04:19 Employee Experience 05:49 Key Components 09:18 Employee enablement 11:47 Keeping employees engaged 15:40 Best Practices 18:20 Generations Integration 20:52 Artificial Intelligence for employees 24:42 The Future 26.05 Book Suggestion 28:01 Contact Details 28:33 Neha's Golden Nugget and much more https://www.cxgoalkeeeper.com/NehaDutta Neha's Contact Details: https://www.linkedin.com/in/neha-dutta-5303a18/ 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 | |||
| Cracking the Code to B2B Customer Experience with Shaun McAndrew | 15 May 2023 | 00:36:03 | |
The CX Goalkeeper had the great opportunity to interview Shaun McAndrew LinkedIn Headline: Highlights: 00:00 Game Start 00:34 Shaun's Introduction 02:50 Shaun's Value 03:51 B2B satisfaction shocking satisfaction scores 06:49 Customer Centricity in B2B 09:04 Service Design 12:44 Customer Needs 16:11 Streamlining Processes 20:05 Enhancing Service Quality 22:38 Creating an offering journey 24:46 Best Practices 26:43 Breaking Silos 29:45 Learnings 31:36 The Future 32:49 Book Suggestion 33:57 Contact Details 34:15 Golden Nugget and much more Shaun's Contact Details: shaun at theservicedesigngroup.com https://www.linkedin.com/in/shaunmcandrew/ ABOUT ME: 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 | |||
| Discussing Empathy in Action with Dr. Natalie Petouhoff | 08 May 2023 | 00:39:50 | |
The CX Goalkeeper had the great opportunity to interview Dr. Natalie Petouhoff LinkedIn Headline: WSJ Best Selling Author, Speaker, Board Member, Expert In Residence, Strategist in AI, CX and EX Highlights: 00:00 Game Start 00:58 Natalie's introduction and values 04:17 Definition of Empathy 08:28 Empathy in Action equation 14:07 5th Industrial Revolution 18:26 Customers and Employees are not on the balance sheet 21:27 Applying Empathy In Action 23:52 Getting a Common Understanding 29:08 Where to start 31:20 Measuring progress 34:42 The Future Question 36:51 Contact Details 37:59 Natalie's Golden Nugget and much more on https://www.cxgoalkeeper.com/NataliePetouhoff Natalie's book - Empathy In Action - is available on Amazon https://www.amazon.com/gp/product/1646870433/ Natalie's Contact Details: https://www.drnatalienews.com/ https://www.linkedin.com/in/drnataliepetouhoff/ 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 Rise Of The Frontline Worker with Cristian Grossmann - CEO Beekeeper | 01 May 2023 | 00:24:54 | |
The CX Goalkeeper had the great opportunity to interview Cristian Grossmann LinkedIn Headline: CEO at Beekeeper || 👷🏽♂️The Frontline Success System👷🏻♀️ Highlights: 00:00 Game Start 00:57 Cris Grossmann's introduction 01:23 Cris Grossmann's values 02:21 Beekeeper 03:45 The Frontline workers 05:37 Their role in society 06:43 The needs of Frontline workers 08:46 The hotel story 12:44 Digitalization and Frontline workers 14:46 An engagement tool 16:58 The frontline experience 20:38 The Future 21:50 Book Suggestion 22:47 Contact details and much more on https://www.cxgoalkeeper.com/CristianGrossmann 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 | |||
| Mastering the Art of Customer Experience: Insights from the CEO of the CX Professional Association with Greg Melia | 24 Apr 2023 | 00:31:12 | |
The CX Goalkeeper had the great opportunity to interview Greg Melia LinkedIn Headline: CEO at Customer Experience Professionals Association (CXPA) Highlights: 00:00 Game Start 00:38 Greg Melia's Introduction 02:58 Greg Melia's Value 04:18 The roots of the CXPA 07:43 Focusing on the Customer and not on definitions 11.02 Connecting with the outside world 16:09 Purpose led companies 18:26 Culture 20:40 CX Day 24:23 The Future of CX 27:36 Contact Details 29:28 Greg's Golden Nugget and much more on https://www.cxgoalkeeper.com/GregMelia 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 | |||
| Are You Listening To The Whole Picture? with Nick Lygo-Baker | 17 Apr 2023 | 00:36:13 | |
The CX Goalkeeper had the great opportunity to interview Nick Lygo-BakerAre You Listening To The Whole Picture with Nick Lygo-Baker - E122 from Customer Experience 3 by Writing MattersLinkedIn Headline: CX Strategy and Transformation - Chief Customer Experience Officer. Fine Tuning Customer and Employee Experience to Drive Business Performance Improvement. #CXMechanicHighlights:00:00 Game Start00:40 Nick's introduction01:43 Nick's values02:34 Listening to customers05:31 Every customer is different07:32 Five voices12:52 Voice of the Market14:52 Voice of The Customers - Best practices17:50 Voice of The Employees - Best practices24:34 Bringing all the pieces together28:40 The Future33:28 Book Suggestion34:50 Golden Nuggetand much more on https://www.cxgoalkeeper.com/NickLygoBakerABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership | |||
| Unlocking the Return On Investment of Customer Experience: Making the Business Case with Jessica Noble (mini-series 3/3) | 10 Apr 2023 | 00:33:18 | |
Unlocking the ROI of CX - Making its Business Case The CX Goalkeeper had the great opportunity to interview Jessica Noble LinkedIn Headline: Transformation Strategy & Execution | Organizational Change & Org Design | Customer & Employee Experience | C-level Advisor | Author | Speaker | MBA, CCXP, PMP, MCP | Highlights: 00:00 Game Start 01:06 Jessica's Introduction 02:57 Jessica's Values 03:56 Profit Margins 05:39 Return On Investment ROI 06:46 How to quantify it 9:36 Heroes vs. It depends 11:25 Too many options 15:24 A good example 16:52 It's not possible to measure everything 21:45 Communication 26:13 Future 29:02 Book Suggestion 31:19 Jessica's Golden Nugget and much more on https://www.cxgoalkeeper.com/JessicaNoble ABOUT ME: 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 | |||
| Unlocking the Return On Investment of Customer Experience: Making the Business Case with Faran Niaz (mini-series 2/3) | 03 Apr 2023 | 00:39:31 | |
The CX Goalkeeper had the great opportunity to interview Faran Niaz LinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder-CX FUTURE | Awards JUDGE | Motivation & KEYNOTE Speaker Highlights: 00:00 Game Start 01:12 Faran's introduction 02:15 Faran's values 04:12 Return On Investment 08:04 Return On Experiences 09:59 Leadership Experience 17:45 Measuring it 25:52 Communicating within the company 32:39 The Future 35:57 Book Suggestion 37:11 Contact Details 37:52 Faran's Golden Nugget and much more on https://www.cxgoalkeeper.com/FaranNiaz3 ABOUT ME:https://www.cxgoalkeeper.com SUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Energizing Teams, Delighting Customers: Stacy Sherman on Doing CX Right | 12 May 2025 | 00:22:32 | |
In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty. A Short Description of the Guest Stacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring that CX is done right. Her dedication to improving customer and employee experiences shines through her work, including speaking engagements, workshops, and her podcast. Contact Details: Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/ Stacy’s webpage: https://doingcxright.com/ Stacy’s podcast: https://doingcxright.com/podcasts/ 3 Key Learnings
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| Unlocking the Return On Investment of Customer Experience: Making the Business Case with Hrushi Kulkarni (mini-series 1/3) | 27 Mar 2023 | 00:30:05 | |
The CX Goalkeeper had the great opportunity to interview Hrushi KulkarniLinkedIn Headline: XM Scientist | ex-CXPA Regional Council Member | CXAD (Dip) | Certified CX Practitioner | Storyteller | Speaker | Trainer | MBAHighlights:00:00 Game Start00:35 Hrushi's introduction02:23 Hrushi's values03:12 Why is ROI important?05:09 How to quantify ROI?09:30 It's not always about money12:21 Proving the importance of CX13:16 Communicating the value16:04 Collaboration19:28 How to get the "GO"24:14 The future26:11 Book Suggestion27:21 Contact Details27:57 Hrushi Golden Nuggetand much more on https://www.cxgoalkeeper.com/HrushiKulkarniABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #returnoninvestment #transformation | |||
| Harnessing Agility for Customer Experience Success with Lee Houghton (miniseries 3/3) | 20 Mar 2023 | 00:38:18 | |
The CX Goalkeeper had the great opportunity to interview Lee HoughtonLinkedIn Headline: Empowering Senior Leaders To Improve Their Business Performance And People Engagement!! | Transitioning Change Teams From Just Surviving To Thriving | Host Of Business Problems Solved Podcast!Highlights:00:00 Game Start00:36 Lee's introduction01:29 Lee's Values04:40 Agility09:24 Leveraging Agility16:33 Learning18:01 Downside of Agility23:51 The starting point27:06 Giving the best31:23 The Future34:04 Book Suggestion35:19 Contact Details36:11 Golden Nugget and much more on https://www.cxgoalkeeper.com/LeeHoughtonABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership | |||
| Seeking The Frictionless Organization with Bill Price and David Jaffe | 13 Mar 2023 | 00:44:49 | |
The CX Goalkeeper had the great opportunity to interview Bill Price and David Jaffe Bill's LinkedIn Headline: President, Driva Solutions; Co-Founder, LimeBridge; Chair, Global Operations Council; Advisor, CustomerThink. David's LinkedIn Headline: Consulting Director and Partner in Limebridge Australia Co-author of The Best Service Is No Service Highlights:
and much more https://www.cxgoalkeeper.com/BillPrice-DavidJaffe 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 | |||
| Harnessing Agility for Customer Experience Success with Naeem Arif (miniseries 2/3) | 06 Mar 2023 | 00:26:32 | |
The CX Goalkeeper had the great opportunity to interview Naeem Arif LinkedIn Headline: “Customer Experience” 🏆 Business strategies that deliver an amazing #CX #Retail #Hospitality #BusinessCoach #Mastermind #MWIT22 @UnitedCarpets Highlights: 00:00 Game Start 00:38 Naeem's introduction 04:03 Naeem's values 04:44 Agility in projects 06:52 Best practices 10:01 Leveraging agility 12:35 Downsides of agility 15:19 Where to start with agility 16:54 How to leverage agility 21:30 Different perspectives on the same topic 22:40 Working for a purpose 23:12 The future question 24:08 Book suggestion 25:11 Naeem's Golden Nugget and much more ... https://www.cxgoalkeeper.com/NaeemArif2 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 | |||
| Harnessing Agility for CX Success with Olga Potaptseva (miniseries 1/3) | 27 Feb 2023 | 00:34:43 | |
The CX Goalkeeper had the great opportunity to interview Olga Potaptseva LinkedIn Headline: Agile CX Solutions| Top 25 CX Influencer | CX Consultant | Founder of CXpanda 🐼 | CX mentor | Best-selling author and Speaker Highlights:
and much more on: https://www.cxgoalkeeper.com/OlgaPotaptseva 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 | |||
| Orchestrating Customer Experience in Business with Sergio Rossini | 20 Feb 2023 | 00:36:37 | |
The CX Goalkeeper had the great opportunity to interview Sergio Rossini LinkedIn Headline: Sales, Marketing & CX Director presso Sagres ® Highlights: 00:00 Game Start 00:36 Sergio's Introduction 02:59 Sergio's Value 04:18 The playing field of CX professionals 09:08 Executive Support - HowTo! 14:41 Getting Things Done on a strategic level 23:06 Listening To Customers and Their Emotions 31:22 The Future of CX 33:53 Book Suggestion 34:27 Contact Details 34:41 Golden Nugget and much more on https://www.cxgoalkeeper.com/SergioRossini ABOUT ME: 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 | |||
| Orchestrating Customer Experience in Business with Mark Slatin | 13 Feb 2023 | 00:39:03 | |
The CX Goalkeeper had the great opportunity to interview Mark Slatin LinkedIn Headline: Empowering mid-size financial service leaders to turn indifferent customers into loyal fans Highlights:
and much more on https://www.cxgoalkeeper.com/MarkSlatin ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership | |||
| Approaching the Metaverse with Steven Van Belleghem - miniseries 3/3 | 06 Feb 2023 | 00:33:10 | |
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 | 00:45:31 | |
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 | 00:38:46 | |
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 | |||
| Workforce Management in the Digital Age | 05 May 2025 | 00:23:44 | |
This episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of “WFM Unfiltered,” shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age. About the Guest a few words from Irina: My entire career has been in WFM. I have performed all the operational roles in the WFM cycle—from forecaster, planner, intraday specialist, to Manager. I have also worked as an external consultant and on the vendor side. As a result, I’ve delivered WFM solutions, optimised planning processes, and set up WFM teams, structures, and methods from scratch in over 50+ small, medium, and large organisations across the Globe, from China to the US, Canada, Australia, India, South Korea, and in the whole of Europe. I currently have my own company, RightWFM, a consulting company that delivers WFM solutions, from setting up teams and structures to optimising current processes and selecting, implementing, and optimising software. I am also the host of WFM Unfiltered. Relevant Links https://www.linkedin.com/in/irina-mateeva-wfm-consultant https://www.youtube.com/@WFMUnfiltered The Top 3 Key Learnings Workforce Management Is CX’s Front Door: Great customer experience starts with having the right people available. WFM is not just a scheduling function—it’s how businesses show up for their customers. AI Should Enable, Not Replace: Automation is powerful for removing waste, but the real value comes from insights and human-led analysis. You can get your processes right before you jump into tech. Hybrid Work Needs Human Touch: Remote work stays here, but complete remote setups can limit connection and teamwork. Balance flexibility with in-person interaction to build strong teams. Chapters 00:00 Introduction and Guest Welcome 00:55 Irina's Background and Podcast 02:37 Core Values in Professional Life 03:44 Impact of Workforce Management on Customer Satisfaction 05:54 Integrating AI in Workforce Management 10:03 Challenges of Hybrid and Remote Work 13:18 Handling Customer Expectations and Seasonal Peaks 18:23 Top Priorities for Contact Center Leaders 20:41 Future of Workforce Management and Final Thoughts Keywords customer experience, workforce management, WFM, Irina Hollatz, Gregorio Uglioni, contact centers, AI in customer service, automation, hybrid work, remote teams, process improvement, digital transformation, employee experience, empathy in leadership, Black Friday operations, scheduling optimization, call center leadership, workforce strategy, customer service technology, WFM consulting, 🎧 Enjoyed this episode? Please follow and subscribe to the podcast to stay updated on impactful conversations like this one! 🍏 Apple Podcast: https://apple.co/3qYr4nh 🎧 Spotify: https://bit.ly/3GhCGXeCXGK We’d love your feedback! Let us know your thoughts and what you’d like to hear next. Thank you for being part of the CX Goalkeeper community! | |||
| Machine Customer with James Dodkins | 16 Jan 2023 | 00:27:35 | |
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 | 00:34:19 | |
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 | 00:33:12 | |
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 | |||