The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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This Podcast is created and curated by Deepak Jayaraman (an Executive Coach and a Leadership Advisor). He lives in Mumbai and works with successful Senior Executives by helping them play to their unique potential but with a sharp focus on transitions (business or career). Just like businesses need to think about "where to play" and "how to win", leaders need to be coherent about "where to go" and "how to grow" in their journeys. Deepak works with them during pivotal moments to help them with ...
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Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
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HIGHLIGHT: Charting the Future: AI, Culture, and Leadership in Customer Service
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コンテンツは Gregorio Uglioni によって提供されます。エピソード、グラフィック、ポッドキャストの説明を含むすべてのポッドキャスト コンテンツは、Gregorio Uglioni またはそのポッドキャスト プラットフォーム パートナーによって直接アップロードされ、提供されます。誰かがあなたの著作物をあなたの許可なく使用していると思われる場合は、ここで概説されているプロセスに従うことができますhttps://ja.player.fm/legal。
Join us on the CX Goalkeeper Podcast for the replay of a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.
This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's knowledge and wisdom provide valuable lessons for professionals at all levels.
Key Highlights:
- Empathy in Leadership: Jeremy discusses the importance of empathy and understanding within teams to foster a positive service culture.
- The Balance of Technology and Human Touch: Insights into how technology can be integrated without losing the human aspect of customer service.
- Continuous Improvement: Jeremy shares his approach to improving customer experience continuously, even in the face of limited resources.
Follow, rate and review the Podcast:
Don't miss out on future episodes -
https://www.cxgoalkeeper.com/podcast
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
#CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService
229 つのエピソード
HIGHLIGHT: Charting the Future: AI, Culture, and Leadership in Customer Service
THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
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Manage episode 463295756 series 3333377
コンテンツは Gregorio Uglioni によって提供されます。エピソード、グラフィック、ポッドキャストの説明を含むすべてのポッドキャスト コンテンツは、Gregorio Uglioni またはそのポッドキャスト プラットフォーム パートナーによって直接アップロードされ、提供されます。誰かがあなたの著作物をあなたの許可なく使用していると思われる場合は、ここで概説されているプロセスに従うことができますhttps://ja.player.fm/legal。
Join us on the CX Goalkeeper Podcast for the replay of a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.
This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's knowledge and wisdom provide valuable lessons for professionals at all levels.
Key Highlights:
- Empathy in Leadership: Jeremy discusses the importance of empathy and understanding within teams to foster a positive service culture.
- The Balance of Technology and Human Touch: Insights into how technology can be integrated without losing the human aspect of customer service.
- Continuous Improvement: Jeremy shares his approach to improving customer experience continuously, even in the face of limited resources.
Follow, rate and review the Podcast:
Don't miss out on future episodes -
https://www.cxgoalkeeper.com/podcast
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
#CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Highlight: Leading with Data and Harnessing AI with Jim Iyoob 33:16
33:16 
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったFantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses. About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service. In This Episode, You Will Learn: How artificial intelligence is transforming customer service. The importance of a data-driven culture in modern businesses. Strategies for integrating AI with human intelligence to enhance customer experience. Jim Iyoob’s unique perspective on the future of customer interactions. Connect with Jim Iyoob: LinkedIn: Jim Iyoob Your Host: Gregorio Uglioni, host of the CX Goalkeeper Podcast Follow Gregorio for more smart discussions on CX, transformation, and leadership. https://www.linkedin.com/in/gregorio-uglioni/ CX Goalkeeper Podcast (audio) Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Don't forget to subscribe to the CX Goalkeeper Podcast on your favorite platform. Share this episode with your colleagues who are passionate about customer experience and AI. Leave a review and let us know what you think!…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
In this episode of the CX Goalkeeper Podcast , I had the pleasure of speaking with Rajesh Sankaran , a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance , the challenges of balancing the human touch with technology , and why emotional value is key to customer loyalty. Rajesh shared valuable insights on AI, digital transformation, and personalization strategies in the insurance industry. If you want to understand how Netflix, Amazon, and other digital giants influence insurance CX, this episode is a must-listen! About the Guest Rajesh is an insurance and e-commerce executive and technology leader passionate about harnessing technology to solve business problems. With 25+ years of experience helping large Insurance, Manufacturing, Communications, and Technology enterprises grow and expand. He is a technologist who came up through development, business analysis, and program management, allowing me to manage implementing/supporting enterprise scale delivery to grow businesses and solve complex problems. He works with organizations on CRM rollout, data insights, and Agile delivery. In his current gig, he builds a platform for D2C sales. The customer is king, and he is obsessed with ensuring our customers get the best experience with every interaction—2nd runner-up in CXPA awards. Relevant Links https://www.linkedin.com/in/rajeshsank/ The Top 3 Key Learnings Digital Expectations Are Set by Other Industries – Customers don’t compare insurers to other insurers. They compare them to Netflix, Amazon, and Apple , expecting the same level of speed, simplicity, and convenience . Emotional Value Drives Customer Loyalty – Customers stay with insurers not just for price, but for the experience . Insurers must focus on human-to-human interactions , even in digital channels. AI and Automation Are Essential, but Human Touch Matters – AI can improve efficiency , but customers still want a human connection when facing complex or emotional decisions. Insurers must blend automation with personalized support . Chapters 00:00 Introduction and Guest Welcome 00:22 Rajesh Sankaran's Background 01:07 Core Values in Professional Life 01:47 Digital Transformation in Insurance 04:54 Challenges in Delivering Customer Experience 13:00 Balancing Technology and Human Touch 20:01 Future of AI in Insurance 22:19 Looking Ahead: The Future of Insurance 23:43 Conclusion and Final Thoughts Keywords digital insurance, customer experience in insurance, CX transformation, AI in insurance, insurance digitalization, omnichannel insurance, personalized insurance, customer loyalty in insurance, insurance technology, emotional value in CX, future of insurance, AI-driven CX, insurance automation, human touch in insurance,…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Highlight - Uplifting Eastern Bank: Human Centred Transformation with Rich Dorfman 32:16
32:16 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った32:16
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったWith Rich Dorfman, a seasoned CX professional from Eastern Bank, we discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization. Key Highlights: Rich Dorfman's journey and role in transforming customer experience at Eastern Bank. The evolution of customer expectations in the banking sector. Strategies for aligning CX with corporate objectives. The crucial link between employee satisfaction and customer happiness. Rich Dorfman's perspective on the future of customer experience. Connect with Rich Dorfman: LinkedIn: https://www.linkedin.com/in/richdorfman/ Subscribe and Follow: Don’t miss out on future episodes! Subscribe to the CX Goalkeeper Podcast Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast, CustomerExperience, CX in Banking, Leadership, Digital Transformation, Rich Dorfman, Business Strategy, Employee Engagement, CX Insights…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Innovate or Die: Why Proactive Service is Key to Lasting Success 26:55
26:55 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った26:55
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったIn this episode of the CX Goalkeeper Podcast, Valerie Peck shares her insights on why proactive service is key to long-term business success. We explore the power of innovation, the role of data in anticipating customer needs, and why reactive customer experience strategies are no longer enough. This episode is a must-listen if you want to stay ahead in the competitive CX landscape! About the Guest Valerie leads Elevate-X Consulting, where she helps organizations integrate customer intelligence into every aspect of their business, from strategy to data activation. Her expertise in customer intelligence-driven experience management has been honed over a distinguished career marked by strategic leadership and a commitment to innovation. Valerie is an entrepreneur and developed the pioneering experience mapping tool SuiteCX and led several consultancies before selling SuiteCX two years ago. Now, back in consulting, her approach integrates data-driven and 1-to-1 management consulting principles with the ‘how-to’ of technology implementation, ensuring customer success is at the forefront of every initiative. She helps her clients champion advancements in understanding where they are with their ability to delight their customers and enhance retention, acquisition, and loyalty. She believes that Applied Customer Intelligence and the innovation it enables make and keep both B2B and B2C companies ever more competitive. Relevant Links linkedin.com/in/valerie-peck-4b143 The Top 3 Key Learnings Proactive CX Strategies Win: Businesses that anticipate customer needs and offer solutions before issues arise create stronger, long-term customer relationships. Data is a Game-Changer: Leveraging customer data allows companies to predict trends, personalize experiences, and increase revenue through targeted engagement. Company Culture Drives CX Success: Hiring the right people and fostering a culture of innovation are essential for creating a customer-centric organization. Chapters 00:00 Introduction and Welcome 00:32 Meet Valerie: A Journey in Customer Experience 03:41 Innovate or Die: Proactive Service for Success 05:24 Defining Customer Experience 06:48 Valerie's Best and Worst Customer Experiences 11:02 Proactive Customer Experience Strategies 13:01 The Role of Data and Feedback in CX 17:39 Building a Proactive Company Culture 19:51 Future Trends in Customer Experience 25:16 Valerie's Golden Nugget and Conclusion Keywords customer experience, CX innovation, proactive customer service, customer intelligence, CX strategy, predictive analytics, business transformation, customer loyalty, brand promise, digital transformation, CX leadership, customer data, AI in CX, proactive engagement, customer retention, future of CX, CX metrics, innovation in customer experience, Did you enjoy this episode? Don’t forget to follow and subscribe to the CX Goalkeeper Podcast! Podcast Page: CX Goalkeeper Apple Podcast: Listen on Apple Spotify: Listen on Spotify We’d love to hear your feedback! Let us know your thoughts and suggestions to keep improving the podcast.…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This is one outstanding REPLAY of the top episodes! This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures. Monika Schulze, a luminary in strategic marketing, shares her unparalleled insights on navigating the digital age with a customer-centric approach. Don't miss this masterclass in leveraging challenges for growth, understanding the evolving role of CMOs, and preparing for the future with AI. Key Learnings The Power of Curiosity: A curious mindset is the bedrock of innovation and growth. Strategic Alignment: The alignment of goals across the organization and with strategic partners is key to achieving sustainable success. Cultural Sensitivity in Leadership: Effective leadership transcends cultural boundaries through empathy and understanding. Monika's linkedin profile: https://www.linkedin.com/in/monikaschulze/ Dive deeper into the conversation and join our growing community: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Tune in for this incredible episode and become part of the conversation shaping the future of customer experience and leadership. Please leave a comment and rate this podcast.…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Creating Workplaces Where People Thrive: A New Approach to Wellbeing 40:09
40:09 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った40:09
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったWorkplace wellbeing is more than just a buzzword—it’s a game-changer. In this episode, Craig Fearn , a leading expert in workplace wellbeing, shares powerful insights on how organizations can create environments where employees thrive . From understanding the true meaning of wellbeing to shaping a positive workplace culture , this episode is packed with practical strategies that leaders can apply immediately. If you’re a business leader, CX professional, or someone passionate about creating a better work environment, this episode is a must-listen! About the Guest Craig Fearn wants to change the way we think about wellbeing right down to the words we use and the gestures we make to encourage a mindset shift across businesses. As the Wellbeing Ambassador for the Chartered Institute of Directors, Craig is leading this change across the UK by empowering organisations of all sizes, across all sectors to create workplaces with a positive wellbeing culture. Craig understands the foundations of sustainable wellbeing and his strategies, tools and workshops deliver results that empower teams to rethink their wellbeing, and what is sustainable for them at work and in life. Beyond his corporate work, Craig also provides NED and advisory services and is the Chief Advisor of Book of Beasties, a wellbeing game for families and schools. Craig believes we all deserve to live free of mental wellbeing struggles and champions a whole-self approach to managing stress, anxiety and burnout. Relevant Links https://www.craigfearn.com/ www.linkedin.com/in/craig-fearn1 The Top 3 Key Learnings Wellbeing is deeply personal and varies for each individual. There is no universal definition, so businesses must create adaptable strategies that cater to diverse employee needs. Leaders must focus on the "why" behind their wellbeing initiatives. Is it just a tick-box exercise, or is it a true commitment to employee happiness, retention, and long-term success ? The intent behind workplace wellbeing efforts determines their effectiveness. Culture is the backbone of employee wellbeing. Companies cannot fix wellbeing issues with pizza Fridays or token wellness perks . Instead, embedding a genuine culture of care, flexibility, and trust is the only sustainable way forward . Chapters 00:00 Introduction to Today's Topic 00:42 Meet Craig Fearn 02:37 Core Values in Professional Life 05:08 Defining Wellbeing 07:50 Creating a Positive Wellbeing Culture 24:11 The Importance of Flexibility in the Workplace 31:40 Strategies for Improving Workplace Wellbeing 39:33 Conclusion and Final Thoughts Enjoyed this episode? Follow and Subscribe to the CX Goalkeeper Podcast! Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 HIGHLIGHT: Charting the Future: AI, Culture, and Leadership in Customer Service 30:39
30:39 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った30:39
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったJoin us on the CX Goalkeeper Podcast for the replay of a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience. This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's knowledge and wisdom provide valuable lessons for professionals at all levels. Key Highlights: Empathy in Leadership: Jeremy discusses the importance of empathy and understanding within teams to foster a positive service culture. The Balance of Technology and Human Touch: Insights into how technology can be integrated without losing the human aspect of customer service. Continuous Improvement: Jeremy shares his approach to improving customer experience continuously, even in the face of limited resources. Follow, rate and review the Podcast: Don't miss out on future episodes - https://www.cxgoalkeeper.com/podcast Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK #CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 PIVOTING STRATEGIES FOR TOUGH CUSTOMERS & TOUGH EMPLOYEES 30:08
30:08 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った30:08
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったWhy You Can't-Miss This Episode In this captivating episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys? , to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement. About the Guest Marilyn Suttle has a proven track record of transforming customer relationships and elevating employee wellbeing. She works with organizations that want to stand out as the business of choice. A bestselling author, of three customer service books, including "Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan" Marilyn is the President of Suttle Enterprises, a personal and professional growth training firm that works with multi-cultural organizations. Marilyn's programs have a strong focus on developing communication skills and implementing wellbeing practices to handle even the most difficult clients and colleagues. Her highly engaging programs, coaching, and consulting services are sought after by professionals across various industries, from Fortune 500 companies to startups. Marilyn's extensive experience with online community management and social media has also helped brands engage deeply with their target audience, fostering strong and enduring customer loyalty. As a speaker, Marilyn is known for delivering high-content, humorous presentations that engage and inspire action long after her programs end. Relevant Links LinkedIn: http://www.linkedin.com/in/marilynsuttle The Top 3 Key Learnings Empathy First: Start with understanding and validating the customer’s or employee’s emotions. Simple phrases like "You're right" can disarm tension and build trust. Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence. Resilience Through Leadership: Leaders should prioritize their own well-being and model healthy work-life boundaries, fostering a culture of care and productivity. Chapters 00:00 Introduction and Welcome 00:33 Meet Marilyn Suttle 03:09 Core Values and Passion 05:27 Handling Difficult Customers 09:29 Leadership and Employee Support 15:27 Resilience and Well-being 17:40 Personal Practices for Success 20:37 Setting Boundaries with Customers 25:34 Future of Customer Experience 27:14 Final Thoughts and Contact Information Keywords customer experience, empathy in customer service, dealing with tough customers, Marilyn Suttle, CX podcast, resilience in leadership, customer engagement strategies, employee engagement, effective communication, leadership coaching, handling customer complaints, role of empathy in CX, CX podcast episode, Your feedback is a gift—share your thoughts, questions, or ideas with us! Apple Podcast: Listen on Apple Podcasts Spotify: Listen on Spotify Let’s continue the conversation on transforming customer and employee experiences!…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 REPLAY: Humanizing Customer Service with Alex Mead 19:50
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「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったWelcome to the "BEST OF" episodes of the CX Goalkeeper Podcast. In this replay, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX. About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and unique perspectives to our podcast. This episode is a deep dive into the critical aspects of customer experience, focusing on the power of authenticity and human connections in customer service. Alex’s experiences and strategies are not just insightful; they are transformative. Why You Can't Miss This Episode: Discover the Human Element in CX: Learn from Alex’s approach to fostering authentic, empathetic interactions in customer service. Leadership Insights: Gain insights into how effective leadership can significantly impact customer experience. Future Trends in CX: Explore with Alex the evolving landscape of customer service and how to stay ahead. Featured Topics: The importance of humanizing customer service. Balancing corporate goals with authentic customer engagement. Embracing change and innovation in CX. Connect with Alex Mead: LinkedIn: https://www.linkedin.com/in/alexmead/ Chapters: 00:00 Introduction 00:43 Welcoming Alex Mead 00:54 Kickoff Discussion 01:21 Values Driving Alex's Life 04:18 The Reality of Service Quality 07:22 Human Impact in Customer Service 09:55 Philips TV Experience 11:26 Survey Fatigue in Feedback 13:06 Requesting Manager or CEO Intervention 15:56 Future Discussions in CX 17:33 Contacting Alex Mead 18:23 Alex's Golden Nugget on CX 19:37 Conclusion & Thanks Listen, Learn, and Engage: Tune into this episode for a transformative experience in customer experience wisdom. Don't forget to follow, like, and share to stay updated with more episodes like this. Follow Us: Stay connected with the CX Goalkeeper Podcast on your favorite platforms for more episodes that empower you with the latest in CX knowledge and trends. Podcast Page: https://www.cxgoalkeeper.com/Podcast CX Goalkeeper Podcast (audio) Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 THE CENTER OF EXPERIENCE: A BLUEPRINT FOR CREATING THE EXPERIENCE-LED ENTERPRISE 28:29
28:29 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った28:29
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったWhy You Can't Miss This Episode In this compelling episode of the CX Goalkeeper Podcast, Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employee experiences in driving success. This is a must-listen for anyone passionate about transforming organizations and delivering exceptional value to customers and teams alike. About the Guest Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked with some of the world’s top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria’s Secret, and Toyota. He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup. Greg has written over 20 books on marketing and marketing technology, including his 10-part Agile Brand Guides series on marketing technology platforms and practices. His recent book, the best-selling House of the Customer (2023) discusses the 1:1 personalized customer experience of the future, and how brands can organize the people, processes, and platforms that enable it. Relevant Links https://www.linkedin.com/in/gregkihlstrom https://www.gregkihlstrom.com The Top 3 Key Learnings Four Pillars of Transformation: Effective digital transformation hinges on integrating people, processes, platforms, and data. While technology matters, success ultimately depends on how well organizations address human and procedural challenges. Agile for Transformation: Agile methodologies can look different for every organization. Focus on principles like collaboration, adaptability, and delivering business value, rather than rigidly adhering to predefined methods. Return on Experience: Investing in customer and employee experiences yields measurable benefits, such as increased customer loyalty, higher lifetime value, and improved organizational efficiency. Chapters 00:00 Introduction and Guest Welcome 00:33 Greg Kihlström's Background and Career 01:55 Values Driving Professional Life 02:54 Digital Transformation Challenges 05:11 Measuring Return on Experience 09:23 Implementing Agile Methodologies 14:10 Practical Tips for Digital Transformation 16:47 AI in Digital Transformation 22:14 Future of Customer Experience 24:23 Conclusion and Final Thoughts We would love your feedback! Let us know how this post resonated with you, and don’t forget to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 CX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025 PREDICTIONS 22:30
22:30 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った22:30
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったIn this special episode of the CX Goalkeeper Podcast , Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen! Episode Summary This episode is packed with insights from three CX leaders: Federico Cesconi, Michael Brandt, and Beppe De Vincenti. Together, they explore trends shaping the future of CX, emphasizing topics like agentic AI, employee empowerment, and personalization. Federico shares his vision of agentic AI , describing a world where AI agents interact seamlessly with each other to fulfill complex customer needs. Imagine booking a holiday with one request while AI takes care of all the details—this kind of intelligent system is what Federico sees revolutionizing CX by 2025. Beppe dives into the importance of company culture and the investment in employee training. As businesses face challenges in cultivating customer-centric environments, enhancing employee skills becomes a priority. Empowered employees lead to improved customer interactions and long-term success. Michael adds a critical dimension, linking employee experience to customer experience . He highlights the need for stable, skilled teams to improve service and introduces the balance required for hyper-personalization. Overdoing it can alienate customers, but the right approach creates smoother, more personalized experiences. The Top 3 Key Learnings Agentic AI Revolution : AI agents will transform how customers interact with services, simplifying tasks and providing highly efficient, human-like support. Employee-Centric Culture : Investing in employee training and experience drives better CX outcomes, ensuring employees are skilled, satisfied, and engaged. Balanced Personalization : Hyper-personalization has its limits. Companies must find a balance that feels tailored but not invasive to customers. Chapters 00:00 Introduction and Guest Presentation 02:42 Discussion on Trends for 2025 11:16 Reflections on 2024 and Key Learnings 20:22 Closing Remarks Keywords customer experience trends, CX 2025, agentic AI, hyper-personalization, employee experience, customer-centric culture, AI in CX, CX leadership, future of customer experience, customer experience transformation I’d love to hear your thoughts on this episode! What trend excites you most for the future of customer experience? Let us know by leaving a comment or review. Also, follow and subscribe to the CX Goalkeeper Podcast to stay updated with future episodes: Podcast Page Apple Podcast Spotify YouTube Thank you for listening and supporting the CX Goalkeeper Podcast!…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
Why You Can't-Miss This Episode Dive into the fascinating future of customer interactions as Sirte Pihlaja discusses the rise of machine customers and digital assistants. Discover how this emerging technology will revolutionize customer experiences, reshape industries, and create a new era of business opportunities. This episode is your guide if you want to stay ahead in CX. About the Guest Sirte Pihlaja is the CEO and Customer Experience Optimiser of Shirute, the first customer experience agency in Finland. She is also heading the activities of the Customer Experience Professionals Association (CXPA) in Finland. Sirte is an internationally known expert in her field, a trainer, designer, and strategist with over 25 years of experience in advising large domestic and international corporations and brands in different industries (e.g., Elisa, Arabia, Fiskars, Hackman, Iittala, Marimekko, Nokia, Nordea, Rovio, S-Group, TeliaSonera, Veikkaus, VR and Finnish Broadcasting Company). Sirte delivers creative solutions in customer experience research and experience design, customer experience management, data-driven business, the voice of customer and reputation management, and concretizing solutions through multi-channel service design. Relevant Links https://linkedin.com/in/sirte https://www.shirute.fi/en https://www.machinecustomers.fi The Top 3 Key Learnings Machine Customers Are the Future: Autonomous digital assistants are evolving rapidly, offering businesses a unique opportunity to innovate and engage with a growing market segment. Empathy Meets Automation: While human connections remain essential, companies must also adapt to machine interactions that prioritize efficiency and convenience. Prepare for Hyper-Personalization: The rise of machine customers will demand tailored customer journeys and proactive, AI-driven solutions. Chapters 00:00 Introduction and Guest Presentation 04:18 Exploring the Concept of Machine Customers 06:24 Practical Examples and Uses of Digital Assistants 09:12 Creating and Utilizing Digital Assistants 13:12 Challenges and Opportunities for Companies 23:26 Future of Machine Customers and AI 27:38 Conclusion and Contact Information Keywords machine customers, digital assistants, customer experience, CX innovation, autonomous systems, generative AI, hyper-personalization, customer journeys, CX strategy, future of CX, AI in CX, empathy in CX, AI tools, proactive solutions, digital transformation Final Note Thank you for tuning into the CX Goalkeeper Podcast! If you enjoyed this episode, make sure to subscribe, share, and leave a review. Stay connected for more insightful discussions: Podcast Page Apple Podcast Spotify YouTube Feedback is always welcome—don’t hesitate to reach out and share your thoughts!…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
Why You Can't-Miss This Episode In this episode of the CX Goalkeeper Podcast , Gregorio sits down with Dr. Chris Brown, co-author of The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance . They explore the seven disciplines of customer-centricity, the critical role of foresight, and practical ways to embed customer culture across organizations. Whether you're an executive, manager, or CX enthusiast, this conversation is packed with actionable insights that can transform your approach to delivering exceptional customer value. About the Guest Dr Chris L Brown is the MRI Benchmark SaaS business co-founder and a customer-centric leader, culture, and strategy expert. His award-winning book “The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance.” is published by McGraw-Hill, New York. Chris is part of Harvard Business School’s global faculty for Customer-Centric Organizations. He has contributed to the Harvard Business Review, Strategy and Leadership, and CEO Magazine. He is the host of The Relentless Customer Leader Podcast. Chris received his Doctorate from Pepperdine University in Malibu, California. Relevant Links https://www.linkedin.com/in/christopherlbrown/ https://www.mribenchmark.com The Top 3 Key Learnings Customer foresight is essential for staying competitive : Successful businesses invest in understanding future customer needs, leveraging tools like peripheral vision to predict trends and adapt accordingly. Collaboration drives innovation : Bringing diverse teams together fosters unique perspectives that enhance problem-solving and customer-centric initiatives. Small changes, big impact : Shifting priorities, such as putting customers first in meeting agendas, can significantly influence organizational culture and business outcomes. Chapters 00:00 Introduction and Guest Presentation 04:00 Defining Customer Culture 06:00 Challenges in Customer Culture 10:46 Market Responsiveness Index 13:32 Adapting to Customer Expectations 16:19 Success Story: Canon 21:19 Future of Customer Experience 24:05 Contact Information and Final Thoughts Keywords customer culture, customer-centricity, CX transformation, customer foresight, Market Responsiveness Index, organizational collaboration, customer experience trends, AI in CX, customer insights, customer-centric leadership, CX strategies, customer value, business transformation, Chris Brown, CX Goalkeeper Podcast. Did you enjoy this episode? Don’t miss future insights on customer experience, leadership, and transformation! Follow and subscribe to the CX Goalkeeper Podcast : Podcast Page: CX Goalkeeper Apple Podcast: Subscribe Spotify: Listen Now YouTube: Watch Here Your feedback is valuable. Please leave a comment, share, and help us promote this podcast. Thank you for being part of the CX Goalkeeper community!…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 GETTING THINGS DONE RIGHT: STRATEGIES & PRACTICAL TIPS 29:46
29:46 「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入った29:46
「あとで再生する」 「あとで再生する」 リスト 気に入り 気に入ったWhy You Can't Miss This Episode This episode dives deep into practical strategies for getting things done right, balancing the needs of customers, employees, and businesses. Michelle Spaul, a seasoned CX consultant, shares actionable tips to ensure sustainable success in customer experience while maintaining empathy and integrity. Learn how to elevate decision-making, manage risks effectively, and align strategies for long-term growth. About the Guest Michelle is an independent CXM consultant who blends business expertise with a fresh perspective. She helps clients understand their customers, meet their needs, and achieve remarkable business outcomes. Michelle has been using Customer Feedback for over 30 years to improve products, services, and touchpoints. She shares her experience and lessons with the business community through hands-on support and mentoring. She fosters sustainable change by influencing colleagues and emphasising the value of customer experience management. Relevant Links https://customerexperienceconsultant.co.uk https://www.linkedin.com/in/michelle-spaul-customerexperience/ The Top 3 Key Learnings Balance Is Key : A successful CX strategy integrates the needs of customers, employees, and the business. It’s not about customer-centricity alone but finding harmony between these elements for sustainable growth. Master the Basics Before Innovation : Focus on delivering consistent, reliable services that meet functional needs before adding extraordinary elements. Basics create the foundation for long-term trust and loyalty. Stop, Think, and Listen : Leaders should pause and evaluate decisions from all perspectives—business, employee, and customer—ensuring alignment with long-term strategies and goals. Chapters 00:00 Introduction and Guest Presentation 02:47 Values and Balancing Business, Customer, and Employee Needs 03:04 Practical Tips for Balancing Business and Customer Needs 09:35 Balancing Short-Term Gains with Long-Term Vision 12:45 The Role of Philosophy and Values in Decision-Making 16:38 Prioritizing Quality Over Speed 19:42 Understanding Customer Needs and Adding Value 26:13 Future of Customer Experience 27:30 Contact Information and Final Thoughts Keywords customer experience, CX strategy, quality management, balancing needs, practical tips, risk management, employee alignment, customer satisfaction, innovation in CX, sustainable business growth, Michelle Spaul, Gregorio Uglioni, CX Goalkeeper Podcast, practical CX strategies, functional needs, customer journey, stop think listen, organizational goals, reliable services Feedback Is a Gift! Did you enjoy this episode? Please share your thoughts and let us know your key takeaways. Don’t forget to follow and subscribe to the CX Goalkeeper Podcast: Podcast Page : CX Goalkeeper Apple Podcast : Listen on Apple Spotify : Listen on Spotify YouTube : Watch on YouTube Let’s continue transforming CX together.…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
Why You Can't-Miss This Episode This episode of the CX Goalkeeper Podcast dives into the fascinating world of data transformation with Michela Greco. Discover how data quality fuels insights that drive exceptional customer experiences, actionable strategies to maintain data standards, and the human touch required to create impactful outcomes. Michela shares her journey and practical tips to help businesses bridge the gap between numbers and meaningful decisions. About Michela Greco Expert in CRM, Customer Data, and Customer Service platform implementation - Sales support - Data analysis & insights - Customer experience passionate Relevant Links linkedin.com/in/michela-greco-crm-04061986 The Top 3 Key Learnings Data Quality is Key: Accurate, complete, and consistent data is the foundation for reliable insights, actionable reports, and meaningful customer engagement. Cross-Functional Collaboration: Breaking down silos between departments ensures a unified customer view and fosters better decision-making. Continuous Monitoring and Accountability: Periodic data checks and team accountability maintain high data standards, supporting long-term system usability and trust. Chapters 00:00 Introduction and Guest Presentation 03:01 Core Values and Professional Journey 04:30 Defining Data Quality in Customer Experience 08:42 Ensuring Data Quality Over Time 14:48 Extracting Insights from Data 18:51 Example of Effective Data Integration 21:45 Future of Customer Experience 22:02 Contact Information and Closing Remarks Keywords data transformation, data quality, actionable insights, customer experience, CX podcast, Michela Greco, cross-functional collaboration, system usability, customer engagement, tailored experiences, unified customer view, data silos, business insights, CX Goalkeeper Did you enjoy this blog? Share your thoughts, and let us know how we can improve! Please follow and subscribe to the CX Goalkeeper Podcast: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Thank you for being part of the CX Goalkeeper journey!…
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