Episodes
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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, QuĂ©bec, Canada, Peterâs clients come from every corner of the globe, so odds are he knows your city well.
Peterâs 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 backwardsâyou 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,
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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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Episodes manquant?
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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 Iyoobâs unique perspective on the future of customer interactions.Connect with Jim Iyoob:
LinkedIn: Jim IyoobYour Host:
Gregorio Uglioni, host of the CX Goalkeeper PodcastFollow 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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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 interactionâ2nd 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 â Customers donât 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 â 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 â 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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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: Donât 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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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 âhow-toâ 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,
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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/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKTune 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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Workplace wellbeing is more than just a buzzwordâitâs 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 youâre 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. â 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?
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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:
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#CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService
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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 customerâs or employeeâs 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 giftâshare your thoughts, questions, or ideas with us!
Apple Podcast: Listen on Apple PodcastsSpotify: Listen on SpotifyLetâs continue the conversation on transforming customer and employee experiences!
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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. Alexâs 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 Alexâs 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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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 worldâs top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoriaâs 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 donât forget to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform:
Apple Podcast: https://apple.co/3qYr4nh
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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 detailsâthis 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
Iâd 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.
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Podcast PageApple PodcastSpotifyYouTubeThank you for listening and supporting the CX Goalkeeper Podcast!
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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 PageApple PodcastSpotifyYouTubeFeedback is always welcomeâdonât hesitate to reach out and share your thoughts!
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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 Leaderâs 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 âThe Customer Culture Imperative: A Leaderâs Guide to Driving Superior Performance.â is published by McGraw-Hill, New York. Chris is part of Harvard Business Schoolâs 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.
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Podcast Page: CX GoalkeeperApple Podcast: SubscribeSpotify: Listen NowYouTube: Watch HereYour 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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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. Itâs 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 perspectivesâbusiness, employee, and customerâensuring 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
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Podcast Page: CX GoalkeeperApple Podcast: Listen on AppleSpotify: Listen on SpotifyYouTube: Watch on YouTubeLetâs continue transforming CX together.
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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!
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Thank you for being part of the CX Goalkeeper journey!
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In this episode of the CX Goalkeeper Podcast, Federico Cesconi dives deep into the future of customer experience management, revealing the potential of artificial intelligence in transforming how companies manage customer feedback. He introduces the "Insight Narrator," a groundbreaking tool that simplifies customer feedback analysis, using AI to provide actionable insights faster than ever before. This episode is a must-listen if you're keen on learning how technology can streamline customer experience processes.
About the Guest
I'm a seasoned professional with immense experience in customer insights and marketing analytics. From Customer Relationship Management to Customer Experience Management, I specialize in helping companies utilize technology and data to make the right decisions for business growth.
Today, I'm the co-founder of sandsiv+ (https://sandsiv.com), a software-as-a-service solution powered by Artificial Intelligence (AI) to help companies around the world correctly measure Customer Experience (CX) and actively manage Customer Journey (CJ).
With over 20 years of experience in data science and marketing, I helped Sandsiv+ adopt a visionary methodology for gathering and analyzing information concerning customers, their details, their experiences, and their activities to build deeper and more effective customer relationships and improve strategic decision-making.
Relevant Links
https://www.linkedin.com/in/federico-cesconi
https://sandsiv.com/sandsiv-unveils-insight-narrator-revolutionizing-ai-capabilities-in-sandsiv/
The Top 3 Key Learnings
AI Can Automate Time-Consuming Tasks: The Insight Narrator uses AI to automate customer feedback analysis, reducing the time spent on repetitive tasks and enabling quicker decision-making.Actionable Insights at Your Fingertips: AI provides real-time, prioritized insights, helping CX managers identify and address the most critical issues that affect customer satisfaction.The Future of CX is AI-Driven: Federico highlights how AI tools like Insight Narrator make customer experience management more accessible and effective, even for smaller companies.Top 3 Quotes
âThe Insight Narrator doesnât just find satisfaction driversâit provides actionable insights to improve customer experience.ââWith AI, what used to take weeks can now be done in minutes.ââCustomer experience management should be about making life easier for both customers and the professionals managing their feedback.âChapters
00:00 Introduction and Guest presentation
03:05 The Impact of Generative AI on Customer Experience
13:57 Introduction to the Insight Narrator Tool
14:16 Development and Functionality of the Insight Narrator
18:19 Benefits and Applications of the Insight Narrator
23:56 Future Developments and Improvements
29:27 Conclusion and Call to Action
Weâd love to hear your thoughts! Did you enjoy this episode? Please share it with your network, and donât forget to subscribe and follow the CX Goalkeeper Podcast on your favorite platforms: Apple Podcast | Spotify
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In this exciting episode of the CX Goalkeeper Podcast, Iâm joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape.
About the Guest
CEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform that unifies enhanced digital solutions for contact centers. Glassix has been a leading Israeli Software Company since 2015. In addition to offering comprehensive products, such as those mentioned above, we are working 24/7 to improve & update our products to fit market needs using cutting-edge technologies. Glassix was born to change the way we serve customers through customer service & technology experts who want to give your business the best!
Relevant Links
https://www.linkedin.com/in/guy-shalom
https://www.glassix.com/podcasts
https://www.glassix.com
The Top 3 Key Learnings
AI Empowers Human Agents: AI can provide real-time support to agents, speeding up processes and improving the quality of customer service by suggesting appropriate responses based on customer history and conversation context.Hyper-Personalization is Key: AI can analyze customer interactions on a deeper level, incorporating emotions, past conversations, and even physical cues to deliver highly personalized customer experiences.AI and Human Collaboration: The future of contact centers lies in the seamless collaboration between AI-driven bots and human agents, where AI handles routine tasks and agents focus on more complex, emotionally nuanced situations.Chapters
00:00 Introduction and Guest Presentation
03:56 The Role of AI in Contact Centers
05:00 Employee Experience and AI Implementation
08:27 Hyper-Personalization and Empathy in AI
13:44 Balancing Human Connection and AI Efficiency
15:58 Preparing for the AI Transformation
17:46 Privacy and Ethical Considerations
19:12 Future of AI in 10 Years
24:38 Conclusion and Contact Information
Thank you for reading this blog post. If you enjoyed the episode, please subscribe and follow the podcast using the links below:
Apple Podcast: Apple Podcast LinkSpotify: Spotify LinkWe are looking forward to your feedback!
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In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, streamline business processes, and drive customer retention. Youâll walk away with actionable insights into how data and AI can deliver real business value while maintaining a human touch.
About the Guest
Mohan is an accomplished leader in Customer Analytics and Insights. He currently heads the function at Upwork within the CX organization. With over 12 years of extensive experience spanning the financial services, technology, and consulting sectors, Mohan has honed his expertise in Data Analytics and Insights.
Throughout his career, Mohan has built decision-making systems and solutions that address complex customer problems and drive product innovation. His role at Upwork allows him to leverage data to uncover critical insights, shaping strategies that enhance customer experiences and business outcomes.
Mohanâs passion for utilizing data to solve real-world problems and his commitment to driving product innovation make him a valuable asset to any organization. His deep understanding of customer behavior and market trends positions him as a thought leader in the CX space, continually striving to elevate customer experience standards through data-driven insights.
Relevant Links
https://www.linkedin.com/in/mohankrishnamannava
The Top 3 Key Learnings
AI and Hyper-Personalization: AI enables hyper-personalized experiences by tailoring content and interactions based on customer preferences and behavior, significantly improving retention and satisfaction.Connecting CX Metrics to Business Outcomes: Companies must track CX metrics like NPS and tie them back to revenue, customer retention, and business value.Balancing Technology with Human Empathy: While AI can streamline and optimize customer service, maintaining a human touch is critical to ensuring empathy and meaningful connections with customers.Top 3 Quotes
"The key to exceptional customer experience isnât just about having the most advanced technology; itâs about finding the perfect balance between technological innovation and human empathy.""AI and machine learning can help us understand what drives customer retention or churn and allow businesses to focus on what needs improvement for meaningful outcomes.""Behind every data point is a real person with real emotions and real needs. We should let AI augment human capabilities, not replace them."Chapters
00:00 Introduction and Guest Presentation
02:30 Values and Drivers
04:02 Role of AI and Machine Learning in Business
06:30 Specific Examples of AI Integration
09:08 Connecting Metrics to Business Outcomes
13:43 Skills for Staying Relevant in CX
18:25 Exciting Trends in AI and ML
21:32 Ethics in AI and ML
25:24 Future of CX and Final Thoughts
29:51 Closing Remarks
Thank you for reading! Weâd love your feedback. Donât forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:
Apple PodcastSpotify - Montre plus
