Folgen
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In collaboration with CCW Europe Summit 2025:
CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.
Spot are limited! Join the event join the movement:
Use the discount code CXGOALKEEPER20 for 20% additional discount!.
https://europe.customercontactweekdigital.com/events-ccweurope
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Do you think personalization ends with using your name? Think again. In this episode, Dr. Emmanuel Manyonganise unveils the secrets of hyper-personalization in customer experience and how businesses can stay ahead by turning data and AI into powerful engagement tools. This is a must-listen for CX professionals aiming for true transformation.
Follow Emmanuel: https://www.linkedin.com/in/dr-emmanuel-manyonganise
The Top 3 Key Learnings
Hyper-personalization goes beyond marketing. It must include support, problem resolution, and full journey engagement.A strong data culture is key. Centralized platforms, AI integration, and cross-departmental collaboration are crucial.Start small, but start now. Experimentation and a mindset of continuous learning are the fastest paths to progress.Chapters
00:00 Introduction to CX Goalkeeper Podcast
00:27 Upcoming CCW Europe Summit 2025
01:11 Guest Introduction: Emmanuel Man
01:49 Evolving Personalization in Customer Experience
02:19 Emmanuel's Career Journey and Values
06:09 Understanding Basic Personalization
09:48 Transitioning to Hyper-Personalization
14:09 Examples of Successful Personalization
17:50 Future Trends in Hyper-Personalization
20:10 Advice for Leaders on Personalization
21:16 Conclusion and Final Thoughts
Keywords: customer experience, CX, personalization, hyper-personalization, AI in CX, data culture, customer data platform, CX leadership, CX strategy, digital transformation, Emmanuel Manyonganise, CX podcast, customer journey, personalization in banking, CX trends 2025, CX Goalkeeper, Gregorio Uglioni
Follow & Subscribe to the CX Goalkeeper Podcast:
Podcast Page: https://www.cxgoalkeeper.com/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!
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In collaboration with CCW Europe Summit 2025:
CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.
Spot are limited! Join the event join the movement:
Use the discount code CXGOALKEEPER20 for 20% additional discount!.
https://europe.customercontactweekdigital.com/events-ccweurope
Today’s Fan Favorite is exceptional as we deep dive into the critical role of leadership in shaping exceptional customer experiences. I had the honor of engaging in a thought-provoking conversation with Diane Magers, a luminary in both the Customer Experience (CX) and leadership domains. Diane’s extensive background and insights offer a unique perspective on how effective leadership can be the linchpin in driving business transformation and elevating customer experience.
We explore the symbiotic relationship between leadership and customer experience, discussing strategies, best practices, and actionable insights.
About today’s guest – Diane Magers:
Diane Magers is a visionary thought leader in the fields of Customer Experience and Leadership. With a career spanning multiple industries and a focus on driving organizational change, Diane brings a unique blend of practical experience and academic insight to the table. Known for her emphasis on human-centric approaches, she advocates for integrating customer experience into every facet of an organization’s operations. Her perspectives on resilience, emotional intelligence, and what she calls an “Experience Operating System,” make her a sought-after expert, offering invaluable insights for businesses aiming for sustainable success.
Chapters:
00:00 Start
00:36 Meet Diane Magers
01:54 Personal Values
03:27 The Importance of Preparation
04:11 Evolution of Leadership
07:05 Challenges in Organizational Change
09:21 Adapting to Change
12:06 Critical Leadership Qualities
15:19 Real-world Leadership Examples
18:35 Overcoming Cultural Barriers
22:20 Learning from Failure
25:45 Golden Nuggets
27:30 Contact Details
28:50 Closing Remarks
Main Topics discussed:
The Essence of LeadershipResilience in LeadershipThe Human Element in LeadershipThe Future of Customer ExperienceFollow & 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!
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Fehlende Folgen?
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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.
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In collaboration with CCW Europe Summit 2025:
CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.
Spot are limited! Join the event join the movement:
Use the discount code CXGOALKEEPER20 for 20% additional discount!.
https://europe.customercontactweekdigital.com/events-ccweurope
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What if your biggest setback could spark your biggest insight? In this episode, Darshan Mehta shares powerful “aha” moments that shaped his life, career, and even the launch of his restaurant. You’ll discover how insights are hiding in plain sight — if you know where to look.
About the Guest
Darshan was born in India and raised in the US. He has been coming to Thailand every year since 1989 to teach in the Master’s in Marketing (MIM) program at Thammasat University. In 2020, he moved to Thailand and founded three Thai companies, iResearch (SaaS software), Aha Brands (F&B) and Aha Enterprise (construction) and a non-profit Big Mango.
His entrepreneurial spirit stems from starting his own branding and marketing consultancy to help others for more than twenty-five years to grow their business and thrive. In February 2024, he opened Carmina on Sukhumvit Soi 20 to introduce a symphony of Modern Latin cuisine to Bangkok.
Drawing upon his years of strategy experience, Darshan is also the author of a best seller titled, “Getting to Aha! Why Today’s Insights Are Tomorrow’s Facts,” to help business leaders understand and leverage changing consumer preferences. In addition to his full-time business roles, Darshan has taught in the US, Sweden, and in Thailand. He a has traveled to more than 90 countries. Forbes Magazine recently featured Darshan has one of 9 CMOs to watch.
You can follow Darshan on his podcast, Getting to Aha!,
Relevant Links
https://www.linkedin.com/in/darshan--mehta
The Top 3 Key Learnings
Aha moments are insights that reveal deep truths — they often come from combining facts, trends, and emotion.Talking to customers is essential — the most valuable ideas are found through real conversations and listening for pain points.Evoking emotion in business drives exponential impact — when you move customers emotionally, they come back and bring others.Chapters
00:00 Introduction to CCW Europe Summit 2025
01:15 Welcome to the CX Goalkeeper Podcast
01:51 Guest Introduction: Meet Darshan
02:27 Values Driving Professional Career
04:08 Defining Aha Moments
05:54 Restaurant Business Insights
08:48 The Power of Insights and Market Research
15:57 Artificial Intelligence and Future Trends
20:25 Golden Nugget and Conclusion
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!
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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.
-
In collaboration with CCW Europe Summit 2025
CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.
Spot are limited! Join the event join the movement:
Use the discount code CXGOALKEEPER20 for 20% additional discount!.
https://europe.customercontactweekdigital.com/events-ccweurope
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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 Chapters
00:00 Game Start
01:09 Bruce Temkin introduces himself
02:01 Bruce shares the values that drive his life
03:50 Discussion on Experience Management
06:44 The difference between CX and XM
08:37 Bruce shares the six laws of Experience Management
14:33 Bruce's favorite law of Experience Management
16:11 Key leadership lessons from Bruce's career
21:04 Bruce's vision for the future of Experience Management
30:02 How to contact Bruce
30:39 Bruce's golden nugget
Deep Dive into the Discussion
Understanding Experience ManagementThe Difference Between CX and XMThe Six Laws of Experience ManagementEvery interaction creates a personal reaction,People are instinctively self-centered,Customer loyalty is about emotions,Customer feedback isn't enough,Unengaged employees don't create engaged customers, andOperational silos can cause bad customer experience.Key Leadership Lessons from Bruce's CareerBruce's Vision for the Future of Experience ManagementFollow & 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!
-
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.
-
In collaboration with CCW Europe Summit 2025:
CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.
Spot are limited! Join the event join the movement:
Use the discount code CXGOALKEEPER20 for 20% additional discount!.
https://europe.customercontactweekdigital.com/events-ccweurope
_
Want to know the real reason why CX efforts fail — and how to fix them? In this episode, Eric Smuda reveals why strong governance is the secret to driving CX success. Learn how uniting teams and technology can boost growth, eliminate silos, and create powerful customer experiences.
About the Guest
Eric Smuda has built a distinguished career based on the belief that taking care of customers to drive organic growth is the most reliable way to help companies succeed. In his various roles, he has focused on translating the voice of the customer into operational improvements, new product and service introductions, and transformational customer experiences that have led to market share, revenue and profitability growth.
The list of companies he has worked for as a CX leader or consultant represents some of the most well-known brands in the world: Hertz, Avis Budget, Hewlett Packard, Walgreens, Humana, Mattress Firm, Duke Energy and TopGolf, among others. He is currently the Chief Experience Officer (CXO) for Likewize, a device protection company in Dallas, Texas.
Relevant Links
https://www.linkedin.com/in/ericsmuda
The Top 3 Key Learnings
Governance Drives Growth: Governance connects silos and creates shared accountability — making sure every team is aligned to meet customer needs.People Over PowerPoints: Real CX change happens when leaders collaborate in person, share goals, and build trust — not just through frameworks.Tech is a Partner, Not a Replacement: AI and digital tools must enhance human roles, not replace them. The balance between tech and people is key to future CX success.Chapters
00:00 Introduction and Guest Welcome
01:12 Eric's Background and Values
03:47 Importance of Governance in CX
05:20 Creating Effective Governance Frameworks
09:47 Addressing Resistance and Building Trust
11:43 Future of CX: Technology and Human Collaboration
17:31 Conclusion and Final Thoughts
Keywords: customer experience, CX governance, Eric Smuda, CX Goalkeeper, cross-functional collaboration, digital transformation, customer journey, seamless customer experience, AI in CX, servant leadership, CX podcast, Gregorio Uglioni, governance frameworks, customer-centric growth, tech and human collaboration, breaking silos, customer insights,
Follow & Subscribe to the CX Goalkeeper Podcast: Podcast Page: https://www.cxgoalkeeper.com/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!
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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/
https://ohana.health
The Top 3 Key Learnings
Empowering Caregivers Is Essential: Proper training and support for caregivers improve both job satisfaction and patient outcomes.Technology and AI Can Elevate Aged Care: Personalized learning paths and care planning tools help caregivers and healthcare systems work more effectively.Aging with Dignity Is a Human Right: By rethinking aged care, society can provide more respectful, informed, and compassionate support for the elderly.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!
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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
Employee Experience as a Recruiting Tool: Companies can differentiate themselves in the job market by focusing on meaningful and unique employee benefits. The perks should not only be attractive but also reflective of the existing employee base.The Human Aspect in Leadership: Connecting emotionally and personally with your employees can go a long way in fostering a positive work environment. This connection makes the journey towards achieving business goals more cohesive and enjoyable.The Power of Empathy: As Joey's "Golden Nugget" suggests, "There's always an opportunity to treat humans as humans and to form personal and emotional connections... The best way to create these connections is through empathy."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:
https://joeycoleman.com/https://www.linkedin.com/in/joeycoleman1/Joey's booksWith 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
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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://sabinanawaz.com/
https://www.linkedin.com/in/sabinanawaz/
https://www.instagram.com/sabinacoaching/
The Top 3 Key Learnings
Leadership can quietly derail with success — Promotions increase pressure, which can distort behaviors and distance leaders from honest feedback.Listening is a superpower — Developing your “shut up muscle” by speaking less and asking more questions helps you hear diverse perspectives and build stronger teams.Micro-habits create sustainable self-care — Managing stress through tiny, consistent habits like one mindful breath daily helps maintain performance and wellbeing.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!
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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
Human Connection is Key: Beyond processes and technology, the essence of CX and leadership lies in genuine human connection and understanding.Leadership is a Practice of Empathy: Effective leadership is characterized by empathy, active engagement, and the ability to unify and motivate.The Importance of Reflection: Taking time to pause and reflect can significantly enhance decision-making and interpersonal relationships.Follow and Subscribe for More Insights:
Don't miss out on valuable conversations like this! Subscribe to the CX Goalkeeper Podcast on your favorite platform and follow us for the latest episodes on transformation, leadership, and customer experience.
Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotifyYour feedback is invaluable to us. Please subscribe, follow, and leave us your thoughts or reviews. Your insights help us keep the conversation going and deliver content that resonates with you.
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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
https://rightwfm.com
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!
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🎧 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!
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In the ever-evolving customer experience landscape (CX), the CX Goalkeeper Podcast stands out by bringing thought leaders and industry pioneers to discuss the future of customer engagement and leadership. This "best of" is no exception, featuring an insightful conversation with Lou Carbone, a trailblazer in experience management and the founder of Experience Engineering.
About the Guest: Lou Carbone
Lou Carbone has been at the forefront of customer experience for decades, helping organizations shift their focus from transactions to transformative experiences. With a career spanning several years, Carbone’s methodologies have influenced countless businesses to reevaluate how they interact with their customers, making him a sought-after speaker and consultant in CX.
For more on Lou Carbone’s work, follow him on LinkedIn or visit the Experience Engineering website.
Three Key Learnings
Simplification is Key: Simplifying customer and employee interactions can significantly enhance the overall experience.The Power of Emotional Engagement: Establishing an emotional connection with customers is crucial for building long-lasting relationships.Redefining Success Metrics: Moving beyond conventional metrics to include emotional and experiential measurements provides a more holistic view of customer satisfaction.Listen to the Episode
Dive deeper into these insights by listening to Episode 167 of the CX Goalkeeper Podcast with Lou Carbone. Tune in to discover how to transform your organization’s customer experience from ordinary to extraordinary.
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In Episode 233 of the CX Goalkeeper Podcast, host Gregorio Uglioni speaks with Sarah Caminiti, Head of Customer Service in the US at Acam and the host of the Epical Growth podcast. This episode dives deep into foundational leadership and how it shapes strong CX teams and business results. Sarah shares powerful, real-life insights on building empowered teams, asking better questions, and leading with empathy and purpose. This episode is a goldmine if you're a CX leader or an aspiring one.
About the Guest
Sarah Caminiti is a dynamic leader in customer experience, career coaching, and strategic alignment. She hosts Epochal Growth, a podcast that explores transformative leadership, empowerment, and the realities of the business world, celebrating the journeys of industry leaders and innovators.
Active in the ElevateCX community, frequent panelist on industry webinars and a sought-after speaker, Sarah is also the creator of the RVA Framework, a tool that helps to align professional goals with core values for personal and career fulfillment. Through her work, Sarah inspires others to embrace alignment and growth, challenging assumptions and championing authenticity in leadership.
Epochal Growth just completed it's first season and she is planning Season 2 for 2025 while also enjoying a little extra time with her family in Providence, RI.
Relevant Links
https://www.linkedin.com/in/sarah-caminiti-5827b784/
https://www.epochaloperations.com/
https://epochalgrowth.buzzsprout.com/
The Top 3 Key Learnings
Foundational Leadership Matters Great CX starts with strong foundations—clear vision, trust, and empowerment are non-negotiables for team success.Ask Better Questions Intentional and empathetic questioning uncovers real needs, prevents assumptions, and fosters employee and customer growth.Retention Is the Future Customer retention, rooted in authentic relationships and consistent value, will be the key driver of sustainable business growth.Chapters
00:00 Introduction and Guest Welcome
00:56 Sarah's Background and Career
01:53 Core Values in Leadership
03:51 Foundational Leadership in CX
06:08 Practical Leadership Examples
11:14 Effective Questioning Techniques
16:24 Value Creation in Leadership
22:31 Advice for New CX Leaders
24:57 Future of CX and Final Thoughts
We’d love to hear your thoughts! What did you learn from this episode? Please leave us your feedback, and don’t forget to follow and subscribe to the CX Goalkeeper Podcast:
Apple Podcast
Spotify
Thank you for being part of our CX community!
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Released date: April 2025 Episode Number: 233 Name of the guest: Vance Morris
Why You Can't-Miss This Episode
In this magical episode, Vance Morris shares powerful customer experience strategies straight from the Disney playbook. As a former Disney cast member and a business owner who successfully adapted these strategies into non-glamorous industries like carpet cleaning, Vance reveals how any business can create unforgettable experiences. This is a masterclass on turning ordinary services into extraordinary performances.
About the Guest
Vance helps business owners get, serve, and keep clients for life through creating experiences and response-required marketing. He is a former birth control factory security guard turned Disney leader, bankruptcy out-of-work executive turned carpet cleaner, and successful entrepreneur.
Author of: Systematic Magic, 7 Magic Keys To Disnify Your Business,
Tales From The Customer Service Crypt.
Award: Longest reigning Marketer of the Year; 2015-2019
Relevant Links
https://www.facebook.com/vance.morris.9/
https://www.linkedin.com/in/vancemorris/
https://www.vancemorris.com
https://www.deliverservicenow.com
The Top 3 Key Learnings
Customer Experience Begins with Culture: Your business mission must be more than just a statement—it should guide every employee's actions, like at Disney.Every Interaction Is a Performance: Treat every customer touchpoint as a stage performance—consistency, enthusiasm, and personality matter.Emotion Drives Loyalty: Emotional connections create loyal customers who forgive mistakes and promote your business passionately.Chapters
00:00 Introduction and Guest Welcome
00:39 Meet Vance Morris: From Disney to Business Owner
05:10 The Magic of Disney: Lessons for Businesses
09:15 Creating Memorable Customer Experiences
14:24 Transforming Business with Personal Touches
23:19 The Importance of Employee Experience
26:33 Final Thoughts and Key Takeaways
Keywords
Disney customer experience, Vance Morris, Disney magic in business, customer service excellence, emotional connection in business, CX strategies, business transformation, Gregorio Uglioni podcast, employee experience, customer journey, customer loyalty tips, Disney cast member lessons, deliver service now, business culture tips, performance mindset in business.
If you enjoyed this episode, please let us know! We'd love to hear your thoughts—leave a comment, share it with your network, and tell us what inspired you the most.
And don’t forget to follow and subscribe to the CX Goalkeeper Podcast never to miss a magical conversation:
Podcast Page: https://www.cxgoalkeeper.com/Podcast
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
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In this inspiring episode of the CX Goalkeeper Podcast, Luke Jamieson shares his bold vision for the future of work, customer experience, and employee engagement. From human-centered organizations to the power of authenticity and observability in CX, Luke’s energy, ideas, and real-life stories will challenge the way you think about leadership, workplace culture, and recognition.
About the Guest
Luke is one of the top global influencers and thought leaders on cx, employee engagement and the future of work. What made him this influencer? His rebellious, unconventional approaches, high energy, and creativity. Often referred to as the CX Larrikin he is an inspiring and refreshing keynote speaker, podcaster and blogger who's been featured in numerous publications including The Wall Street Journal and The Australian. He studied design thinking at D.school, Stanford University, is a certified LEGO® Serious Play® facilitator and the co-host of the wildly popular gameshow-like series Twenty20ish.
Relevant Links
https://www.linkedin.com/in/luke-jamieson/
https://www.youtube.com/@GdayLukeJamieson
The Top 3 Key Learnings
Authenticity drives connection. Being unapologetically yourself builds stronger relationships with teams and customers.Friction impacts both CX and EX. Removing it boosts satisfaction across the board, whether for a customer at 11 PM or an employee with a mic issue.Appreciation is the future of engagement. It’s not about prizes—it’s about seeing and valuing every contribution in the workplace.Chapters
00:00 Introduction and Guest Welcome
00:57 Luke Jameson's Background and Passion
01:56 The 2020ish Project
04:02 Values Driving Professional Life
06:12 Future of Work and Flexibility
10:24 CX Observability and Frictionless Experiences
17:36 Senses of Engagement and Recognition
24:35 Future Predictions and Closing Remarks
Keywords
customer experience, employee engagement, CX observability, future of work, flexible workplace, hybrid work, appreciation in the workplace, human-centered organizations, Luke Jamieson, Gregorio Uglioni, CX podcast, sense of engagement, reducing friction, workplace culture, reward and recognition, authenticity in leadership
We’d love to hear from you! What was your biggest learning from this episode? Leave a comment, connect with us, or share the episode with your team!
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
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Discover how to harness AI and cloud technology to revolutionize your data strategy. Aravind Nuthalapati explains how businesses can leverage AI-driven insights, overcome cloud migration challenges, and position themselves for competitive success.
About the Guest
Aravind is a Cloud Technology Leader specializing in big data and cloud technologies, where he focuses on driving strategic modernization of data ecosystems to support diverse analytics use cases. With a proven track record of delivering scalable and cost-effective solutions, Aravind Nuthalapati excels at aligning business objectives with innovative technology strategies. He has extensive experience leading large-scale big-data cluster management and cloud migration initiatives, driving significant architectural enhancements that optimize ROI and reduce operational expenses. Recognized for his ability to adopt and implement emerging technologies quickly, Aravind is a trusted advisor across functions. He is known for his cutting-edge AI, cloud, and data solutions expertise.
Relevant Links
https://www.linkedin.com/in/findaravind
The Top 3 Key Learnings
A strategic approach to modernizing data ecosystems involves aligning clearly with business objectives.Overcoming cloud migration challenges requires phased strategies, skill training, and the right tools.AI-driven analytics and automation will accelerate innovation, enhance predictive capabilities, and boost real-time decision-making.Chapters
00:00 Introduction to CX Goalkeeper Podcast
00:28 Meet Aravind, a Technology Enthusiast
00:44 AI Power Data Revolution: What Leaders Need to Know
02:20 Modernizing Data Ecosystems for Advanced Analytics
05:37 Challenges and Solutions in Cloud Migration
08:31 Best Practices for Delivering Cloud Solutions
12:02 Future of AI and Cloud Integration
15:38 AI Transforming Data Analytics: Next 3-5 Years
18:38 AI and Cloud: Vision for the Next 10 Years
20:08 Final Thoughts and Contact Information
20:35 Golden Nugget and Conclusion
Rate and review the CX Goalkeeper Podcast. It means the world to us!
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
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In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve.
About the Guest
Peter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Although headquartered in Montreal, Québec, Canada, Peter’s clients come from every corner of the globe, so odds are he knows your city well.
Peter’s passion for CX and BPO shines through in the connections he makes worldwide, and his ability to bring great people together is second-to-none.
Contact Peter today and learn how he can help your business thrive in the dynamic world of customer experience outsourcing.
Relevant Links
https://ryanadvisory.com/about/
https://ryanadvisory.com/top-cx-predictions-for-2025/
Podcast: CX Files: https://cxfiles.libsyn.com/
The Top 3 Key Learnings
Agent AI will redefine CX operations by supporting both agents and customers, increasing efficiency, and improving employee satisfaction.Mergers and acquisitions will shape the mid-market BPO space, as companies strive for scale, agility, and competitive advantage.Real-time voice translation will unlock new offshore opportunities, enabling businesses to provide multilingual services from non-native speaking regions.Top 3 Quotes
"Agent AI is going to be the key AI driver in the CX space going into 2025.""In CX, anyone standing still is moving backwards—you must stay informed and adaptable.""Real-time automated voice translation could be one of the biggest game changers in our industry."Chapters
00:00 Welcome and Introduction
01:38 Guest Introduction: Peter Ryan
02:50 Values Driving Professional Career
04:23 Top CX Predictions for 2025
04:30 Agent AI Transformations
07:56 Consolidation of Mid-Market BPO Players
10:04 Real-Time Automated Voice Translation
14:25 Economic Impact on CX Budgets
16:29 Future of Customer Analytics
18:39 Fast Forward: CX in 10 Years
20:55 Final Thoughts and Golden Nugget
Keywords
customer experience, CX predictions 2025, Peter Ryan, Gregorio Uglioni, Agent AI, mid-market BPO, voice translation AI, CX trends, CX Goalkeeper Podcast, customer analytics, CX transformation, AI in contact centers, BPO consolidation, CX strategy, customer service innovation, offshore CX delivery, real-time voice AI,
👉 Please don’t forget to follow and subscribe to the podcast to stay up to date on CX trends:
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In this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it means to be a leader in the customer-centric world of today.
What You'll Learn:
Insights into Karl Sharicz's transformative CX careerThe essence of servant leadership in driving changeStrategies for effective change management in CXHow to navigate B2C environments with customer-centric strategiesKarl's contact details:
https://horizoncx.com/https://www.linkedin.com/in/karlsharicz/Follow, rate and review the podcast:
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
Customer Experience, Leadership, CX Strategy, Change Management, Servant Leadership, Business-to-Consumer, Karl Sharicz
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