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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. You’ll 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.
Mohan’s 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 isn’t just about having the most advanced technology; it’s 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
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In this episode of the CX Goalkeeper Podcast, Jonathan Stutz shares his journey and insights on building inclusive leadership cultures within organizations. As the author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, Jonathan outlines actionable steps that leaders can take to foster diversity, equity, and inclusion in the workplace. From personal anecdotes to practical advice, this episode is packed with valuable lessons on leadership and the importance of creating a sense of belonging for all employees. Don’t miss this episode if you're passionate about developing inclusive leadership and driving organizational success.
About the Guest
With 25+ years leading inclusion, diversity, equity, and cross-cultural management at Microsoft, Amazon, and Zulily, I now lead a consulting practice supporting organizations committed to building a culture of belonging for their employees. I most recently published my first book, Daily Practices of Inclusive Leaders. My company, Global Diversity Partners, has a mission to help organizations navigate uncomfortable topics and cultural dilemmas with graceful conviction, challenge the status quo, and achieve the improvements they seek.
Relevant Links
https://Inclusivepebbles.com
https://www.linkedin.com/in/jstutz
https://www.linkedin.com/in/eddiepate
Globaldiversitypartners.net
https://eddiepate-speaking.com/
The Top 3 Key Learnings
The Power of Belonging: Creating a culture of belonging for employees leads to higher commitment and loyalty, improving customer experience. Employees who feel seen and valued are more motivated to deliver excellent service.Daily Practices Matter: Inclusion isn’t about massive initiatives but daily, intentional actions. These small steps, like one-on-one meetings focused on inclusion, help create lasting cultural change.Inclusive Leadership Drives Success: Diverse teams outperform homogeneous teams and inspire more creativity and innovation. Inclusion, diversity, and equity should be central to an organization’s leadership strategy.Chapters
00:00 Introduction and Guest Presentation
01:14 Jonathan's Values and Personal Journey
05:43 Discussion on the Book "Daily Practices of Inclusive Leaders"
08:35 Creating a Culture of Belonging
10:24 The Importance of Feeling Belonging
13:37 Addressing Microaggressions and Building a Speak-Up Culture
17:35 Integrating Inclusion into the Employee Lifecycle
17:55 The Business Case for Diversity and Inclusion
22:10 Future of AI and Customer Experience
24:01 Contact Information and Final Thoughts
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In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact.
About the Guest
Dr. Tom DeWitt is the founder and Director of CXM@MSU, an industry-facing entity designed to advance the field of customer experience management through initiatives such as monthly online roundtable discussions and industry conferences. He's also the architect and Academic Program Director of North America's first master of science degree in customer experience management (MS-CXM). Arguably the highest credential globally in customer experience management, the MS-CXM degree is the first academic degree in customer experience management at an accredited university in the United States.
Relevant Links
https://www.linkedin.com/in/tom-dewitt-ph-d-5076093
The Top 3 Key Learnings
Speak the Language of the C-suite: CX leaders must align their goals with business KPIs such as revenue, cost, and market share. It’s not enough to focus on NPS and CSAT; CX leaders need to demonstrate how CX impacts the company’s bottom line.Invest in Formal CX Education: The lack of structured, formal education in CX has left many leaders unprepared. Organizations must move beyond short-term certifications and invest in programs with the depth and breadth of skills required to drive sustainable CX transformations.Embrace Global Perspectives: Living and working abroad offers unique insights into customer behaviors across cultures. CX practitioners who engage internationally can broaden their understanding of universal customer needs and how organizations globally address them.Chapters
00:00 Introduction and Guest Presentation
00:29 Background of Tom DeWitt
02:47 Identifying the Skill Gap in CX Leadership
06:11 Challenges with Current CX Education and the Need for Academic Programs
09:41 Details of the Master's Program at Michigan State University
12:20 The Importance of Employee Experience and Engagement
14:51 Corporate Support for CX Education
16:32 Future of CX Skills Development
23:59 Conclusion and Final Thoughts
24:18 Contact Information and Closing Remarks
Keywords
CX leadership, customer experience management, C-suite communication, CX education, customer experience skills gap, Michigan State University CX program, Tom DeWitt CX, CX goals, CX transformation, CX strategy, customer-centric organizations, CX KPIs, ROI of CX, AI in customer experience, global CX perspectives, employee engagement in CX.
Feedback Request Thank you for reading! I’d love your feedback on this blog post and how we can continue to bring you more valuable content. Be sure to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform never to miss an episode!
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In this episode of the CX Goalkeeper Podcast, we explore how emotional intelligence (EI) can dramatically improve customer experience (CX) and employee performance. Michael Mattson, an expert in emotional intelligence, shares his valuable insights on harnessing EI to create stronger human connections within teams and with customers. He emphasizes how emotionally intelligent leadership builds trust, empathy, and psychological safety, which leads to enhanced team dynamics and better customer interactions. If you want to learn how to elevate your leadership and CX game, this episode is a must-listen!
About the Guest
Michael Mattson is a trailblazing customer experience leader transforming the insurance landscape by putting empathy at the core of every interaction. As a Manager of Customer Experience at a major insurance company, Michael harnesses his entrepreneurial background and emotional intelligence to give customers a commanding voice in driving innovation and cultivating unshakable loyalty.
With a diverse skillset spanning Lean Six Sigma, project management, and servant leadership, Michael's true genius lies in forging profound emotional connections. He leverages this superpower to step into customers' shoes, anticipate their needs, and deliver experiences that surpass expectations, fueling unprecedented growth and success.
As a recognized thought leader and the Chief Empathy Officer at Walk A Mile CX, Michael is igniting a revolution to create a more human-centered future for the insurance industry. By championing empathy as the ultimate catalyst for business results, he is paving the way for organizations to build customer-obsessed cultures that propel them to new heights. With his visionary approach and unparalleled ability to blend technical expertise with emotional intelligence, Michael redefines what it means to put customers first.
Relevant Links
https://www.linkedin.com/in/michaelcmattson/
https://walkamilecx.com/
The Top 3 Key Learnings
Self-awareness is the foundation of emotional intelligence. Leaders must start with self-reflection and understand their own emotional responses before they can lead effectively.Empathy drives stronger customer interactions: Listening and understanding customers' emotions beyond their immediate needs is critical to creating a meaningful CX.Psychological safety boosts team performance: Teams that feel safe and supported are more innovative, resilient, and capable of delivering outstanding CX.Chapters
00:00 Introduction and Guest Presentation
02:43 Michael Mattson's Values and Approach
05:23 Building Emotional Intelligence in Teams
12:03 The Role of Emotional Intelligence in Customer Interactions
15:56 Examples of Organizations with Emotional Intelligence
21:14 Measuring the Impact of Emotional Intelligence
26:27 Future of Emotional Intelligence and Final Thoughts
Thank you for tuning in to this episode of the CX Goalkeeper Podcast! We'd love to hear your thoughts and feedback. What resonated with you the most? Feel free to leave a comment, and don’t forget to follow and subscribe to the podcast using the links below to stay updated on future episodes:
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In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn’s insights are game-changers for any organization looking to excel in CX and boost revenue. Don’t miss out on these actionable tips that can reshape how you lead your CX initiatives!
About the Guest
Lynn Hunsaker built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She served as an international board member of the Customer Experience Professionals Association, award-winning Silicon Valley American Marketing Association president, and two-term president of the San Francisco Bay Area Association for Psychological Type. Lynn taught 25 graduate and undergraduate courses at UC Berkeley UC Santa Cruz Extensions, San Jose State University, and Mission College. She was the first in the world to receive CXPA’s authorized trainer status for an online certification exam course. Customer experience professionals in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more.
Relevant Links
https://ClearAction.com
https://LinkedIn.com/in/lynnhunsaker
https://Twitter.com/clearaction
The Top 3 Key Learnings
CX is a Team Sport: Every department impacts customer experience, whether directly or indirectly. Leadership must ensure that all teams are aligned toward customer success.Motivation Through Value: Employees must see how their work directly impacts the customer and the company's bottom line. Aligning rewards with customer-focused outcomes creates long-term motivation.Collaboration is Key: Breaking down silos and encouraging cross-departmental teamwork is essential to delivering seamless CX and improving overall business performance.Chapters
00:00 Introduction and Guest Presentation
03:05 Values Driving Lynn's Professional Life
04:16 Breaking Silos in CX Initiatives
06:27 Strategies for Cross-Departmental Collaboration
08:10 Increasing Motivation and Nurturing Collaboration
11:29 Building Universality in Projects
14:58 Tying CX to Business Key Performance Indicators
18:20 Counseling and Support for Employees
23:11 Organizational Learning and Debriefing
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In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Eryc Eyl, author of Stop Engaging Employees, Start Making Work More Human. Eryc passionately shares insights on how shifting the focus from employee engagement to fostering a human-centered workplace can drive real results. He explores the importance of human dignity at work, the six critical disciplines of leadership, and the power of connection over conformity in organizations. If you're ready to rethink how you lead and how your employees engage, this episode is a must-listen!
About the Guest
Eryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human for conglomerates, telecommunications, consumer packaged goods, nonprofit, governmental, and research organizations. Eryc has an MA from the University of Colorado, and a BA from Vassar College, as well as accreditations and certifications in workplace culture and change management, and has been a Certified Customer Experience Professional since 2014. Eryc believes in a world in which work isn’t just a four-letter word, but part of a path to greater human satisfaction, fulfillment, self-actualization, and flourishing, so he helps workplaces align their culture with strategic imperatives, and individuals integrate their work with a meaningful, fun, and fulfilling life. Eryc is also a storyteller, playwright, and DJ. His book, Stop Engaging Employees: Start Making Work More Human, was published in January 2024.
Relevant Links
Website: www.ErycEyl.com
LinkedIn: https://www.linkedin.com/in/eryceyl
The Top 3 Key Learning
Connection over conformity: Prioritizing personal connections in the workplace unlocks more value and creativity than rigid adherence to rules.Empathy as the foundation: Understanding your employees' needs and challenges is the first step toward building a thriving workplace.Empowerment drives results: Equipping employees with the necessary tools and autonomy results in a more engaged and productive workforce.Chapters
00:00 Introduction and Guest Presentation
03:25 Discussion on Employee Engagement
05:29 Explanation of Leadership Disciplines
08:43 Importance of Empathize
11:33 Leadership Examples and Misconceptions
17:53 Balancing Performance and Human-Centricity
21:10 Eric’s Golden Nugget
The best of Transformation, Leadership, and Customer Experience from The CX Goalkeeper podcast.
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In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the actual value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in.
About the Guest
With over three decades of experience, Patty has been a CX practitioner, consultant, and analyst. She led dysfunctional organizations through change management to profitability. She found significant financial benefits using the CX discipline, such as more profitable sales and lower expenses.
Using customer-centric business strategies, Patty created cultures, advised organizations to adopt CX, and analyzed CX best practices.
Relevant Links
https://www.linkedin.com/in/pattysoltis
The Top 3 Key Learnings
Align CX with Business Strategy: To gain executive buy-in, CX efforts must align with the company's core strategy and demonstrate a direct impact on profitability.
Blend Qualitative and Quantitative Data: Effective CX leaders combine customer feedback with business metrics to provide a comprehensive view that resonates with the C-suite.
Focus on Value, Not ROI: Rather than attempting to prove ROI, CX professionals should demonstrate the value of their initiatives by showing how they drive business outcomes.
Chapters
00:00 Introduction and Guest Presentation
03:13 Aligning CX Initiatives with C-Suite Priorities
07:15 Challenges of Aligning CX with Company Strategy
08:44 Effective Methods for Aligning CX with C-Suite Expectations
12:00 Leveraging Data and Storytelling in CX
16:52 Empathy and Influence in CX Leadership
18:42 Overcoming Barriers in CX and Proving Value
22:35 Future of CX and Technology
24:04 Conclusion and Contact Information
I hope you found this episode summary insightful! If you enjoyed this content, please follow and subscribe to the CX Goalkeeper Podcast for more expert discussions on customer experience, transformation, and leadership. Your support helps us continue to bring you valuable insights from top industry leaders.
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In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, top companies' strategies to create loyal customers, and how to apply these insights to elevate your brand.
About the Guest
Dr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world’s leading expert on brand love, and the winner of the Stetik Group Brand Relationship Award for research with the greatest impact on marketing practice. His popular book, The Things We Love, has been named by Amazon as a “best business book.” A Stanford University study ranked him in the top 2% of all scientists worldwide. He has been on the Oprah Winfrey Show and consulted for Google, Amazon, L'Oréal, Samsung, Maybelline, Procter & Gamble, Audi, General Motors, Microsoft, Ford, GfK Market Research, and others.
Relevant Links
https://www.BrandLoveCentral.com
https://www.linkedin.com/in/aaronahuvia/
The Top 3 Key Learnings
Personification is Powerful: Humanizing or linking your brand to a beloved individual can significantly enhance customer emotional connections.
Customer Experience is Crucial: High-quality products alone aren't enough; the customer experience must be enjoyable to spark emotional attachment.
Brand Love Equals Loyalty: Whether mild or intense, emotional connections lead to greater brand loyalty and can significantly impact your bottom line.
Chapters
00:00 Introduction and Guest Presentation
01:00 Introduction of Aaron Ahuvia
02:39 Values and Research Focus
03:58 Experience with Oprah Winfrey
06:30 Explanation of Brand Love
09:32 Ways to Create Brand Love
17:44 Case Studies and Examples
24:37 Measuring and Improving Brand Love
26:55 Future of Brand Love
31:34 Conclusion and Contact Information
We'd love to hear your feedback! Did you enjoy this episode? Follow and subscribe to the CX Goalkeeper Podcast for more insightful discussions.
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In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today’s fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience landscape.
About the Guest
Holger von Seherr-Thoss is the CEO & Partner of moveXM, a software company for Customer Experience Management based in Frankfurt am Main. Since 2019, as a member of the founding family, he has led the company, which offers a Software-as-a-Service solution (SaaS) for holistic management - hosted and made in Germany.
Holger began his professional career with experiences at Lufthansa Cargo and the international Ogilvy Fellow Program at Ogilvy & Mather. After his Master of International Business at the University of St Andrews (Scotland), he continued his career in the Customer Consulting division at KPMG.
Holger's main topics are customer experience management, customer centricity, and customer satisfaction. With his expertise, he accompanies the CX programs of moveXM clients such as BMW, VW, Provinzial Insurance, and others. In addition, he hosts a webinar series, publishes articles, and gives lectures on current CX topics.
MoveXM is a European software provider for CX management (SaaS) with over 28 years of experience. moveXM helps to collect and analyze feedback to make data-based decisions and derive actions. The customer base includes international companies of various industries and sizes. MoveXM combines an ISO-certified software solution with human expertise, is hosted and made in Germany, and meets the highest data protection standards.
Relevant Links
LinkedIn: https://www.linkedin.com/in/holgervonseherrthoss/
Website: https://movexm.com
The Top 3 Key Learnings
AI's Evolution in CX: The integration of AI, particularly generative AI, is a trend and a necessary evolution for improving efficiency and gaining valuable insights in customer experience management.Balancing Personalization and Privacy: Successfully navigating the thin line between offering hyper-personalized experiences and respecting customer privacy is crucial for maintaining trust and avoiding the "creepy factor."Customer-Centric Culture: A strong customer-centric culture, supported by trust and a willingness to innovate, is vital for driving success in any customer experience strategy.Chapters (Audio Version)
00:00 Introduction and Guest Introduction
03:07 AI in Customer Experience
05:50 Challenges in AI Implementation
11:41 Customer-Centric Culture and AI Implementation
13:57 Data Privacy and Security
18:29 Customer-Centric Culture at MoveXM
22:02 Future of CX and AI
23:16 Contact Information and Closing Remarks
Thank you for reading this episode summary! We hope you found it insightful. Please don't forget to follow and subscribe to the CX Goalkeeper Podcast to stay updated with our latest episodes:
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Why You Can't-Miss This Episode:
Warren Miles-Pickup, a dynamic leader in the marketing and creative industries, shares transformative insights on marketing strategies, leadership, and customer experience in this must-listen episode of the CX Goalkeeper Podcast. Whether you're in marketing, customer experience, or leadership, Warren's experience-driven wisdom offers valuable lessons that can elevate your business practices. This episode is packed with actionable advice on leveraging marketing techniques, driving growth, and managing remote teams effectively.
About the Guest:
Warren Miles-Pickup is a dynamic leader who serves as the chief marketing officer and chief operating officer for Pixel True, Pixel Copy, and Pixel Publishing. With a wealth of experience in branding, website design, and content creation, Warren has been instrumental in driving the success of these ventures. As a retired Financial Advisor, he brings a unique blend of financial acumen and marketing expertise, helping businesses transform their digital presence and achieve remarkable growth. Warren’s strategic vision and innovative approach have made him a key figure in the industry.
The Top 3 Key Learnings:
Value-First Marketing: Always provide value before asking for the business. By building trust through free resources and content, you can guide customers up the product ladder to higher-value offerings.
Hyper-Personalization in Email Marketing: To succeed in email marketing, segment your audience and tailor your messages to address specific problems. This increases engagement and drives conversions.
The Role of AI in Content Creation: While AI can assist in creativity, human-driven content is crucial for creating emotionally resonant and compelling marketing materials. Use AI wisely, and don’t rely on it for all content creation.
Chapters Audio:
00:00 Introduction and Guest Presentation
01:33 Warren's Values and Parenting Podcast
04:46 Transition from Financial Advisor to CMO/CCO
07:35 Marketing Strategies and Competitiveness
11:29 Email Marketing and Personalization
15:34 Impact of Generative AI on Marketing
20:32 Managing Remote Teams
23:55 Future of Marketing and AI
25:07 Contact Information and Final Thoughts
We hope you found this episode insightful! Please don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below:
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Your feedback is invaluable, so please feel free to share your thoughts!
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In this enlightening episode of the CX Goalkeeper Podcast, Maxie Schmidt, a leading expert in customer experience at Forrester Research, takes us on a journey to rethink the role of customer experience within organizations. If you’re a CX professional, leader, or simply interested in how customer experience can transform businesses, this episode is a must-listen. Maxie shares practical insights on integrating CX into business strategies, how to overcome common challenges, and why rethinking established practices is essential for success.
Relevant Links
https://www.linkedin.com/in/maxieschmidt/The Top 3 Key Learnings
Customer Experience as a Core Business Discipline: Successful CX teams integrate customer experience into the decision-making process, making it a fundamental part of business strategy rather than an isolated function.Translating CX Insights for Stakeholders: It’s crucial to communicate CX insights in a way that resonates with different departments, ensuring alignment and buy-in across the organization.Rethinking Traditional CX Practices: Organizations must continuously question and evolve their CX strategies to stay relevant and truly customer-centric rather than relying on established methods.Chapters
00:00 Game Start
00:37 Guest Introduction
02:12 Values Driving CX
04:43 Rethinking 'Outside-In' Perspectives
07:03 Challenges in CX Integration
10:49 Defining Customer Experience in Organizations
16:40 The Importance of CX Measurement
19:34 Successful CX Integration Examples
23:50 Translating CX Insights for Stakeholders
24:36 The Future of CX
26:09 Maxie’s Golden Nugget
27:11 Closing Remarks
We would love to hear your thoughts on this episode! Please share your feedback, and don't forget to follow and subscribe to the podcast using the links below:
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This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and drive business growth through personalization.
About the Guest:
Michael Obermaier is Head of SAS CX and MarTech Solutions for Austria, Germany, and Switzerland. His primary focus is helping organizations leverage data to create better customer experiences and tackle current and future Marketing challenges through innovative technology solutions. Before joining SAS, he held various management positions in sales, marketing, consulting, and product management at different CRM and CX software vendors. In addition to his professional activities, Michael Obermaier enjoys teaching at universities on those topics.
Relevant Links:
https://www.linkedin.com/in/michaelobermaier
The Top 3 Key Learnings:
Importance of Data Integration: Organizations must break down data silos and integrate various data sources to gain a comprehensive understanding of their customers.Transparency and Trust: Building customer trust through transparency and ethical data usage is crucial for encouraging data sharing and enhancing personalization.Value Exchange Concept: Effective personalization hinges on creating a value exchange where customers feel they receive meaningful benefits for sharing their data.Chapters:
00:00 Game Start
00:46 Guest Introduction
01:16 Michael's Background
02:47 Core Values
05:25 Methods for Understanding Customer Data
09:29 Steps for Companies to Improve Personalization
11:51 Best Practices in Personalization
19:44 Impact of Personalization on Customer Experience
23:15 Connecting Personalization with ROI
24:00 Ensuring Customer Privacy
27:28 Next Best Experience Concept
31:37 Future of CX
32:30 Best Way to Contact Michael
33:00 Michael's Golden Nugget
34:03 Conclusion
We value your feedback and encourage you to share your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast through the links below:
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In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization.
About the Guest
Mark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine).
He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in.
Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America.
Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.
Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors.
He’s also the creator and host of The Delighted Customers Podcast, ranking in Apple Podcast>Management Top 10 in the US.
Relevant Links
Connect with him via email - [email protected] or on
LinkedIn https://www.linkedin.com/in/markslatin/
Podcast: https://www.empoweredcx.com/podcast
The Top 3 Key Learnings
Building Trust is Crucial: Establishing trust with stakeholders is essential for the success of CX initiatives. This involves being reliable, credible, empathetic, and focusing on the stakeholders' needs rather than your own.
Proving the ROI of CX: Demonstrating the financial impact of customer experience is vital. CX leaders must develop skills in financial analysis and communicate the value of their initiatives effectively to secure executive support.
Stakeholder Engagement: Understanding the goals and challenges of key stakeholders and aligning CX initiatives to support these goals is critical. Building strong relationships and acting as a guide rather than a hero can drive successful CX transformations.
Chapters
00:00 Game Start
00:40 Guest Introduction: Mark Slatin
02:14 Mark's Professional Background
03:34 Biggest Challenge for CX Leaders
06:10 Evolution of CX as a Discipline
10:08 Proving the Value of CX
12:36 Building Trust with Stakeholders
17:57 Future of CX
22:14 How to Connect with Executives
24:27 Masterclass Overview
25:00 Fast Forward 10 Years
26:09 Best Way to Contact Mark
26:30 Mark's Golden Nugget
27:29 Episode Conclusion
We hope you enjoyed this episode as much as we did. Please share your feedback and don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:
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In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governance and the importance of trust in customer relationships is a must-listen for anyone looking to elevate their CX strategy.
About the Guest
During her career of over a decade, she has had to set up, lead, and manage customer service, customer satisfaction management, and inside sales centers.
She has expertise in developing effective strategies and action plans and implementing performance indicators.
As an experienced trainer of employees, she makes them an essential pillar in achieving results by developing their sense of commitment and quality customer care.
Her strong analytical skills, results-oriented mindset, and ability to collaborate with all levels of management have earned her credibility and reputation in the business world.
Today, as a Senior Consultant at Cabinet-Conseil CX, Julie assists companies in developing and implementing customer-focused strategies.
Relevant Links
ExpertCX
https://www.linkedin.com/in/julietanolawson
The Top 3 Key Learnings
Align CX with Business Strategy: Effective CX initiatives must be integrated with the overall business strategy and objectives to drive meaningful results and gain executive support.
Build and Measure Trust: Trust is a crucial component of successful CX. Companies should build trust with their customers and employees through transparent and consistent practices.
Importance of Education: Continuous education and training for both CX professionals and executive teams are essential to keeping up with evolving customer expectations and implementing effective CX strategies.
Chapters
00:00 Game Start
01:01 Guest Introduction: Julie Tano-Lawson
02:31 Overview of Current CX Landscape
05:35 Differences in CX Maturity Between English and French-speaking Regions
08:20 Importance of Linking CX Strategy to Business Strategy
11:22 Julie's Approach to Education and Training
14:38 Governance and Trust in CX
17:31 Cultural Challenges in Implementing CX
19:48 Memorable Customer Experience Examples
22:04 Future of CX and AI
23:09 Contact Information and Final Thoughts
24:26 Closing Remarks
We would love to hear your feedback on this episode! Please follow and subscribe to the CX Goalkeeper Podcast using the links below:
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
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Why You Can't Miss This Episode
In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a vibrant and insightful conversation with Claire Boscq, a seasoned keynote speaker and customer experience expert. Claire shares her journey from hotel management to becoming a mystery shopping expert, discussing the profound impact of combining customer service with the ancient principles of Feng Shui. This episode is packed with actionable insights on enhancing customer experience, the critical role of mystery shopping, and the power of emotional connection in business.
About the Guest
Claire Boscq is the No1 woman Customer Experience Global Gurus with three decades of expertise, Claire, is an authority in the customer experience industry.
International best seller author with 4 published books, she is an international media influencer with her work published in Brazil, Philippines, India, US & Europe.
Claire has spoken in over 20 countries; in delivering fast paced and high-energy presentations in French and English. Winner of the Institute of director award, she is also a on the board of Virtual Speaker Association.
She brings a more holistic and comprehensive approach to organizations and individuals with her BizShui™ Method, creating powerful flow in businesses by integrating a blend of the traditional Feng Shui principles with modern business & personal needs, energizing people and places into prosperity.
She truly is The Energizer. Are you ready to shift your vibes?
Relevant Links
https://www.linkedin.com/in/claireboscq/
The Top 3 Key Learnings
The Power of Mystery Shopping: Mystery shopping provides critical, unbiased feedback on customer service, helping businesses identify areas for improvement and celebrate successes.
Feng Shui in Customer Experience: Integrating Feng Shui principles can enhance the customer and employee environment, creating positive and memorable experiences.
Consistency and Accountability: Successful customer experience strategies require consistent implementation, transparency, and accountability at all organizational levels.
Chapters
00:00 - Game Start
00:32 - Introduction to Claire Boscq
01:00 - Claire's Journey and Background
03:02 - Mystery Shopping and Its Importance
07:38 - Energy and Emotional Connection in Customer Experience
12:18 - Steps for a Successful Mystery Shopping Program
17:14 - Digital vs. Physical Mystery Shopping
21:28 - Overcoming Challenges in Implementing Mystery Shopping
28:20 - Employee Engagement and Transparency
30:03 - Looking Ahead: Customer Experience in 10 Years
31:26 - Claire's Golden Nugget
33:37 - Closing Remarks
Your feedback is invaluable to us! Please follow and subscribe to the podcast using the links below:
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
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Why You Can't-Miss This Episode
Discover the transformative power of the "Jobs to Be Done" framework with Eckhart Boehme, as he shares invaluable insights on customer behavior and strategy implementation.
About the Guest
Eckhart Boehme has more than 30 years of global experience in marketing, product management and skills development. Eckhart, an 18+ year Microsoft veteran, was last working as the Curriculum Architect for the Marketing Excellence Team at Microsoft HQ. Today, he is the founder and managing director of the boutique strategy consulting firm unipro solutions and an internationally recognized expert on Jobs to Be Done. Eckhart was the mastermind behind the Wheel of Progress® Canvas - a JTBD-based tool for structuring qualitative customer research. He is also the developer of the Customer Progress Design® method and is teaching classes about The Wheel of Progress at Rhein-Main University of Applied Sciences, Wiesbaden Business School and Michigan State University.
Relevant Links
https://www.linkedin.com/in/eckhartboehme/
https://www.unipro-solutions.com
Episode Summary
In this episode, Eckhart Boehme delves into the "Jobs to Be Done" framework, a revolutionary approach to understanding customer behavior by identifying the underlying purposes behind their actions. He explains how this methodology goes beyond traditional customer segmentation, offering a more profound understanding of customer needs and motivations. Eckhart shares his journey, from his industrial engineering background to his extensive work with Microsoft, and how he became passionate about Jobs to Be Done.
Eckhart provides concrete examples, including his project with Frankfurt Airport, where the implementation of this framework led to significant strategic shifts and improved customer satisfaction. He emphasizes the importance of considering both functional and emotional jobs, highlighting how understanding these elements can lead to better product and service development. The discussion also covers the challenges organizations face when adopting this framework and how to overcome them, ensuring that companies can effectively leverage Jobs to Be Done to drive innovation and customer satisfaction.
Top 3 Key Learnings
Understanding Customer Purpose: The Jobs to Be Done framework helps uncover the true reasons behind customer behaviors, leading to more targeted and effective solutions.Holistic Customer Segmentation: Moving beyond demographics and traditional segmentation, this approach considers functional, emotional, and social aspects of customer jobs.Strategic Alignment: Implementing Jobs to Be Done can align organizational efforts across marketing, sales, and development, enhancing overall customer experience and business outcomes.Chapters
00:00 Introduction
01:30 About Eckhart Boehme
04:42 Jobs to Be Done Framework Explained
11:23 Case Study: Frankfurt Airport
17:24 Measuring Success in Jobs to Be Done
20:06 Overcoming Challenges in Adoption
27:54 Relevance to Customer Experience
29:31 Future of Customer Experience
30:39 Golden Nugget
Your feedback is invaluable to us, and we would love to hear your thoughts. Please take a moment to follow and subscribe to the podcast on your preferred platform:
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
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Gregorio Uglioni discusses with Michael Brandt the critical intersection of employee engagement and customer experience. Michael shares insightful strategies and real-world examples of how to create a thriving workplace environment that drives customer satisfaction.
About the Guest
Michael Brandt is an experienced professional in customer and employee experience. With a diverse background working in both corporate settings and as a solopreneur, Michael brings a wealth of knowledge and practical insights into enhancing employee engagement and satisfaction. His expertise extends to collaboration with leading organizations like ABB, making him a valuable voice in the field.
Relevant Links
LinkedIn Profilehttps://www.cx-excellence.com/Episode Summary
In this episode, Gregorio Uglioni and Michael Brandt dive into the nuances of employee engagement and its profound impact on customer experience. Michael emphasizes the importance of treating employees with decency, involving them in decision-making, and understanding their individual needs. He shares valuable lessons from his time at ABB, where effective feedback mechanisms and inclusive practices significantly improved internal processes and employee satisfaction.
Michael discusses the pivotal role of employee engagement in industries with high customer interaction, like hospitality and travel. He contrasts this with sectors like warehousing, where employee satisfaction might not directly affect customer perception. Throughout the episode, Michael underscores the importance of context in designing employee engagement strategies and shares actionable tips for fostering a supportive and productive work environment.
The Top 3 Key Learnings
1. Employee Involvement in Decision-Making: Including employees in decision-making processes enhances their engagement and ownership, leading to better outcomes and a more motivated workforce.
2. Importance of Feedback: Regular, constructive feedback, both positive and negative, is crucial for employee growth and maintaining a healthy work environment.
3. Tailored Employee Engagement Strategies: Understanding and addressing the unique needs and priorities of employees, much like with customers, is essential for fostering loyalty and satisfaction.
Chapters
00:00 Introduction
00:56 Guest Introduction - Michael Brandt
01:44 Discussion on Employee Experience
03:00 Importance of Employee Engagement
05:12 Industry-Specific Engagement Insights
09:56 Feedback Mechanisms
12:35 Maintaining Employee Motivation
20:16 Case Studies and Real-World Examples
27:26 Practical Tips for Employee Engagement
28:43 Conclusion and Event Announcement
We hope you find this episode enlightening and impactful. Your feedback is invaluable to us, so please let us know your thoughts. Don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below:
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
Thank you for listening!
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The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.
These are short interviews to share outstanding people's experiences helping charities get better.
Customer Experience professionals worldwide come together to share their experience insights and help others.
The CX World Games take place over 3-4 weeks, with expert CX captains guiding randomly created teams to come up with 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 real-life challenges are proposed by charities and non-governmental organizations (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. Be a part of it!
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Why You Can't Miss This Episode
Discover the transformative journey of Hussein M. Dajani as he shares his extensive experience in customer experience, digital transformation, and leadership across top global brands like Nissan, Deloitte Digital, and Red Bull. Hussein's unique insights into customer-centric strategies and innovative solutions will inspire and inform your approach to customer experience and leadership.
About the Guest
Hussein's core expertise lies in the Digital Marketing & Tech space, evolving over the years from a pure player marketeer. Started his career with some of the world's greatest communication companies, before joining Deloitte Digital as a Partner & CMO, Hussein was the GM for Digital & CX Transformation with Nissan Motor Co. for Africa, Middle East, India, Turkey, & Oceania overseeing some of the most dramatic customer transformations the company has had to go through in recent times. His contribution to the organization was recognized by senior leadership & led him to win the AMIEO Chairperson Nissan Way Award in July 2021.
Relevant Links
LinkedIn: https://www.linkedin.com/in/hdajani/
YouTube: https://www.youtube.com/@hussdajani
Website: https://about.me/husseindajani
Episode Summary
Hussein M. Dajani, a visionary leader in customer experience and digital transformation, shares his journey through various leadership roles, highlighting his impactful work at Red Bull, Nissan, and Deloitte Digital. He discusses the importance of customer-centric strategies and the integration of technology to enhance customer experiences.
Hussein delves into three significant transformation examples, starting with Red Bull's innovative marketing campaign during the Felix Baumgartner space jump. He then shares the groundbreaking "She Drives" initiative at Nissan, which empowered female drivers in Saudi Arabia, and the "ShopAtHome with Nissan" program, which revolutionized the automotive customer experience during the COVID-19 pandemic. Throughout the conversation, Hussein emphasizes the role of data, personalization, and empathy in creating exceptional customer experiences.
Chapters
00:00 Game Start
02:24 About Hussein M. Dajani
04:41 Red Bull Stratos Campaign
06:29 Nissan’s “She Drives” Initiative
10:29 ShopAtHome with Nissan
14:06 Balancing Technology and Human Interaction
17:17 Leveraging Data for Customer Experience
22:39 Strategies for Exceptional Customer Experience
27:11 Future Innovations in Customer Experience
33:39 Hussein’s Golden Nugget 3
7:31 Conclusion and Call to Action
Thank you for listening to the CX Goalkeeper Podcast! We would love to hear your feedback on this episode. Please follow and subscribe to our podcast on your preferred platform:
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
-
The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.
These are short interviews to share outstanding people's experiences helping charities get better.
Customer Experience professionals worldwide come together to share their experience insights and help others.
The CX World Games take place over 3-4 weeks, with expert CX captains guiding randomly created teams to come up with 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. Be a part of it!
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