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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
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Eksik bölüm mü var?
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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 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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Why You Can't Miss This Episode
Join us as we explore the intricacies of customer experience with Sean Albertson, an expert in the field with over two decades of experience. Learn about his innovative "4Rocks" framework that helps businesses transform their customer journeys and drive loyalty.
About the Guest
Sean Albertson, a CX leader for 20+ years at great companies like Charles Schwab and T-Mobile, has been at the forefront of transforming the customer experience in Financial Services and Telecommunications. Sean is the author of the award-winning book, 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey.
Relevant Links
https://www.linkedin.com/in/salbertson/
https://www.facebook.com/cx4rocks
https://www.youtube.com/channel/UCNZRlFmcBCG6l7vmFLqmiGQ
https://www.instagram.com/Sean4ROCKS/
Episode Summary
In this engaging episode, Sean Albertson delves into his latest book "4ROCKS" framework, a strategic approach to improving customer experience by identifying and prioritizing the most significant obstacles in the customer journey. Drawing from his extensive background in customer experience management, Sean shares actionable insights on how companies can reduce customer effort and enhance loyalty.
Sean emphasizes the importance of data-driven decision-making in CX, highlighting how companies can leverage AI-powered analytics to identify and address the most impactful pain points. By focusing on the right issues, businesses can transform their customer interactions and foster long-term loyalty. Sean's practical examples and expert advice provide listeners with a clear roadmap to improving their CX strategies.
The Top 3 Key Learnings
Prioritize Customer Pain Points: Use AI and data analytics to identify and address the most impactful issues in the customer journey, rather than focusing solely on high-volume problems.Integrate Omni-Channel Experiences: Ensure seamless transitions across all customer interaction channels to avoid frustration and enhance the overall customer experience.Leverage Technology Wisely: Implement generative AI and other advanced technologies to support employees and improve customer interactions, transforming your contact center from a cost center to a value center.Chapters
00:00 Game Start
00:34 Introduction to Sean Albertson
01:05 Sean’s Background and Values
03:41 Explanation of the 4Rocks Framework
05:49 Prioritizing Customer Pain Points
08:54 Real-world Example of CX Improvement
12:06 Common Mistakes in CX Strategies
15:49 The Right Way to Implement Technology
21:00 Positive Impacts of Technology on CX
23:35 Emerging Trends in Customer Experience
26:48 Future of Customer Experience
28:55 How to Contact Sean and Get His Book
29:43 Sean’s Golden Nugget
We'd love to hear your thoughts on this episode! Please follow and subscribe to the CX Goalkeeper Podcast on Apple Podcast, Spotify, and YouTube.
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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 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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Discover the transformative power of customer experience with Heverton Anunciação, a leading expert in the field. Learn actionable strategies to bridge technology and customer service, essential for thriving in today's digital environment.
About the Guest:
Heverton Anunciação was voted among the world's top 10 influencers in CRM, Data Governance, and Customer Experience by Thinkers360 and Global Gurus.
Relevant Links:
www.linkedin.com/in/hevertonsa
www.instagram.com/hevertonsa
www.instagram.com/universidadedoconsumidor
www.heverton.com.br
www.universidadedoconsumidor.com.br
Episode Summary:
In this episode, Heverton Anunciação shares his extensive experience in customer experience transformation, emphasizing the importance of reducing customer and employee effort through efficient data management. Heverton discusses his journey from a traditional IT professional to a bridge-builder between technology and marketing, highlighting the need for empathy and collaboration. He provides compelling examples from his work with major companies, demonstrating how integrating data and processes can lead to successful digital transformations. Heverton also touches on the critical role of leadership in orchestrating these changes and the impact of generative AI on future customer interactions.
Heverton argues that successful customer experience transformation requires more than just implementing new technologies. It involves understanding and addressing the underlying data and process inefficiencies that hinder seamless customer interactions. He emphasizes the importance of honesty and transparency in identifying and solving these issues. By focusing on the customer's needs and leveraging data wisely, companies can create more personalized and effective customer experiences.
The Top 3 Key Learnings:
Integration of Data and Processes: Effective customer experience transformation relies on integrating data and processes across the organization to ensure seamless information flow and reduce effort.
Empathy and Collaboration: Successful leaders must act as orchestrators, bringing together diverse teams to address customer pain points and create holistic solutions.
Honesty and Transparency: Companies must be willing to confront and address internal inefficiencies openly to foster long-term customer satisfaction and loyalty.
Chapters:
00:00 Game Start
01:15 Guest Introduction
06:56 Evolution of Customer Experience
10:01 Key Components of Transformation
13:23 Practical Examples
20:40 Leadership in CX Projects
23:52 Impact of Technology
29:40 Future of CX
30:22 Contact Information
31:16 Golden Nugget
We would love to hear your thoughts on this episode. Please share your feedback and let us know what you found most valuable. Follow and subscribe to the CX Goalkeeper Podcast to stay updated on the latest insights and strategies in customer experience:
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
Podcast Page: https://www.cxgoalkeeper.com/Podcast
About me: https://www.cxgoalkeeper.com/Aboutme
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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 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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Join us as we dive into an insightful conversation with Jay Baer, a renowned customer experience and business growth expert. Discover Jay's unique approach to creating value, his latest book on the power of speed in business, and his intriguing side passion that connects deeply with his professional philosophy.
About the Guest
Jay Baer is a business growth and customer experience author, researcher, and advisor. A 7th-generation entrepreneur, Jay has written 7 best-selling business books and created 6 multi-million dollar companies.
He has consulted for more than 700 brands, including Nike, Oracle, IBM, and the United Nations. An inductee into the Professional Speakers Hall of Fame, this year Jay was voted the world’s No. 1 Global Guru for online marketing, and No. 2 Global Guru for customer experience. And in his spare time, he is the second-most-popular tequila influencer and educator on the planet.
Relevant Links
https://www.instagram.com/jaybaer/
https://www.linkedin.com/in/jaybaer/
The Top 3 Key Learnings
1. Value Creation: Continuously focus on adding value in every interaction to build lasting customer relationships.
2. Speed and Responsiveness: In a time-sensitive world, being fast and responsive is a competitive advantage that customers greatly appreciate.
3. Empathy in Service: Personalized and empathetic interactions, even small gestures, can leave a profound and positive impact on customers.
Chapters
00:00 Game Start
00:33 Introduction of Jay Baer
01:05 Jay Baer's Background and Values
02:13 The Importance of Adding Value
04:31 Learning from Negative Customer Experiences
07:22 Positive Customer Service Experience with Delta Airlines
09:56 Handling and Learning from Customer Complaints
12:54 Building a High-Quality Customer Service Team
16:15 Balancing Standardization and Personalization
18:29 Leadership Qualities for Exceptional Customer Experience
20:00 The Future of Customer Experience and AI
22:30 How to Contact Jay Baer
24:11 Jay’s Golden Nugget on AI and Data
We value your feedback and would love to hear your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast using the links below:
- https://www.cxgoalkeeper.com/Podcast
- Apple Podcast: https://apple.co/3qYr4nh
- Spotify: https://bit.ly/3GhCGXeCXGK
- https://www.youtube.com/@cxgoalkeeper
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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 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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In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni has an insightful fireside chat with customer experience expert Steven Van Belleghem. They delve into the concepts from Steven's latest book, "A Diamond in the Rough," exploring practical strategies for transforming potential into excellence in customer experience.
FROM THE CX SUMMIT - JANUARY 2024 - THANK YOU BOUSSIAS!
About the Guest
Steven Van Belleghem is a renowned speaker, author, and thought leader in the field of customer experience. With over 20 years of expertise, Steven has helped numerous organizations become more customer-centric. His latest book, "A Diamond in the Rough," provides actionable insights for businesses aiming to polish their customer experience strategies.
Relevant Links
https://www.linkedin.com/in/stevenvanbelleghem/
https://www.stevenvanbelleghem.com/
https://www.youtube.com/@StevenVanBelleghem
https://www.instagram.com/stevenvanbelleghem/
https://www.tiktok.com/@stevenvanbelleghe
The Top 3 Key Learnings
1. Transformative Potential: Understand the concept of "diamond in the rough" to recognize and nurture the inherent potential within your organization to achieve customer-centric excellence.
2. Proactive Loyalty: Shift from reactive, transactional loyalty programs to proactive approaches that show genuine appreciation and build emotional bonds with customers.
3. Effective Empathy: Implement rapid feedback loops and quick actions to address customer needs, ensuring that empathy is translated into tangible improvements in the customer experience.
Chapters
00:00 - Game Start
00:45 - Introduction to Steven Van Belleghem
01:57 - The Concept of "Diamond in the Rough"
03:34 - Proactive vs. Reactive Loyalty
05:53 - Example of Neuhaus Chocolates
09:30 - Empathy in Action
11:43 - Example of Atlantis The Palm
14:32 - The Role of Communities in Customer Experience
17:43 - The 95/5 Rule
20:05 - Steven's Golden Nugget
20:49 - Closing Remarks
We would love to hear your thoughts and feedback on this episode! Don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:
Podcast Page https://www.cxgoalkeeper.com/Podcast
Apple Podcast https://apple.co/3qYr4nh
Spotify https://bit.ly/3GhCGXeCXGK
YouTube https://www.youtube.com/@cxgoalkeeper
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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 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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Discover the future of omni-channel customer experience with insights from Sara Zagaria, Director at Politecnico di Milano. Learn how to transform your business's customer interactions into seamless, integrated experiences.
About the Guest:
Sara Zagaria - Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research. In 2015 she began her career within the Digital Innovation Observatories of Politecnico di Milano, carrying out applied research activities and analyzing the impact of digital innovation on various fields and sectors (Mobile Enterprise, Sport, Insurance). In recent years she has focused on the Customer Experience theme, delving into the organizational and technological transformations required in response to an increasingly multichannel customer (Business and Consumer). She is currently the Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research.
links:
https://www.osservatori.net/it/ricerche/osservatori-attivi/omnichannel-customer-experience
https://www.linkedin.com/in/sarazagaria/
Episode Summary:
Sara Zagaria shares her journey and expertise in omni-channel customer experience, highlighting the importance of integrating various customer touchpoints to create a seamless experience. She discusses the challenges companies face in this transformation and provides actionable insights on how to overcome them. Sara also emphasizes the critical role of vision, employee engagement, and data utilization in achieving a successful omni-channel strategy.
Top 3 Key Learnings:
1. Omni-Channel Integration: It’s crucial to integrate all customer touchpoints, ensuring a seamless and consistent experience across channels.
2. Employee Engagement: Engaging and empowering employees with the right technology is essential for delivering exceptional customer service.
3. Data Utilization: Properly utilizing and integrating customer data across platforms can significantly enhance personalized customer experiences.
Chapters:
00:00 Game Start
00:49 Introduction to Sara Zagaria
01:25 Sara’s Journey and Passions
04:36 Missions and Goals of the Omni-Channel Customer Experience Observatory
07:08 Benefits for Companies in Participating in Research
11:35 What Omni-Channel Really Means
17:42 Real-Life Omni-Channel Example
19:18 How Companies Should Approach Transformation
23:31 The Importance of Vision and Employee Engagement
24:13 Future Trends in Customer Experience
26:28 How to Connect with Sara Zagaria
27:13 Golden Nugget and Upcoming Event
Subscribe and Follow:
- https://www.cxgoalkeeper.com/Podcast
- Apple Podcast https://apple.co/3qYr4nh
- Spotify https://bit.ly/3GhCGXeCXGK
- YouTube https://www.youtube.com/@cxgoalkeeper
We appreciate your support and look forward to bringing you more valuable content in the next episode. Remember, we're in a human-to-human business environment. Thank you!
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Discover the critical importance of taking action on customer feedback and process engineering. Learn how integrating Agile methodologies with customer experience can uplift your business. Nicholas Zeisler shares invaluable insights on making customer experience data actionable and improving internal processes for superior customer satisfaction.
Nicholas “Z” Zeisler is a Customer Experience Strategist and Fractional CXO. He helps client companies identify gaps in their Brand Promise Delivery and adjust, update, and improve internal processes, systems, and policies to ensure Customers have properly aligned experiences every time they interact with them. He’s a 30-year Air Force veteran and currently serves at the US Air Force Academy as a statistics professor and is also a Professor of Practice in Michigan State University’s first-in-the-nation Master of Science degree program in Customer Experience Management. He lives in Colorado with his partner and their awesome dog.
LinkedIn: https://www.linkedin.com/in/zeislerconsulting/
Website: https://zeislerconsulting.com/
Episode Summary
In this engaging episode, Nicholas Zeisler emphasizes the necessity of acting on customer feedback to improve customer experience and operational processes. He shares his journey from process engineering to customer experience, highlighting the value of curiosity and continuous improvement. Nicholas provides practical examples of how organizations can leverage VOC (Voice of the Customer) data, integrate Agile practices, and foster a customer-centric culture to achieve significant business outcomes.
Top 3 Key Learnings
1. Actionable Insights: Simply collecting customer feedback is not enough. Organizations must translate insights into concrete actions to improve customer experience and operational efficiency.
2. Cross-Disciplinary Integration: Combining methodologies such as Lean Six Sigma, Agile, and VOC processes can create a holistic approach to solving customer issues and improving business processes.
3. Curiosity and Continuous Improvement: Cultivating a culture of curiosity and a mindset of continuous improvement is essential for identifying root causes of issues and innovating effective solutions.
Chapters
00:00 Game Start
00:34 Introduction of Nicholas Zeisler
01:42 Nicholas Zeisler on Process Improvement
03:32 Critical CX Principles
07:00 Real-world Examples of CX Transformation
12:57 Integrating Agile and CX
18:51 The Importance of Small Changes
23:32 Skills for CX Leadership
27:11 Future of CX
28:23 How to Contact Nicholas Zeisler
29:57 Nicholas Zeisler's Golden Nugget
Follow and Subscribe
To stay updated with the latest insights and episodes, please follow and subscribe to our podcast. We highly value your feedback, so please share it with us.
- Podcast Page: https://www.cxgoalkeeper.com/Podcast
- Apple Podcast https://apple.co/3qYr4nh
- Spotify https://bit.ly/3GhCGXeCXGK
- YouTube https://www.youtube.com/@cxgoalkeeper
Join us next time as we continue to explore the dynamic world of customer experience and leadership. Remember, we are in a human-to-human business environment. Thank you!
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Dive into the world of exceptional customer experience with Joseph Michelli, an international authority on service excellence, in this enlightening episode of the CX Goalkeeper Podcast. Discover how global brands transform their customer interactions to create memorable and impactful experiences.
About Joseph:
Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.
www.josephmichelli.com
https://www.linkedin.com/in/josephmichelli
Why You Can't Miss This Episode
Expert Insights: Joseph brings decades of expertise in enhancing customer service across various industries.Practical Strategies: Learn actionable methods to apply immediately in your business.Inspiration for Innovation: Get inspired to innovate and elevate your approach to customer experience.The Top 3 Key Learnings
Embracing the Principle of Delight: How unexpected delights can significantly enhance customer loyalty.Cultural Transformation in Major Brands: Effective strategies for embedding customer-centricity in corporate culture.Technology and Human Insight: Balancing technology with human interaction to optimize customer service.Chapters
00:00 - Introduction
01:15 - About Joseph Michelli
03:00 - Importance of Service
06:30 - Principle of Delight
10:00 - Cultural Transformation
14:00 - Technology and Customer Service
18:00 - Key Business Principles
22:00 - Closing Thoughts
Join Us and Share Your Thoughts
Loved this episode? Subscribe and follow the CX Goalkeeper Podcast on your favorite platform, and join a community passionate about customer experience excellence. Share your thoughts and feedback—we love hearing from our listeners!
Episode Page: https://www.cxgoalkeeper.com/JosephMichelli
Podcast Page: https://www.cxgoalkeeper.com/Podcast
CX Goalkeeper Podcast (audio)
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
CX Goalkeeper Podcast (video)
YouTube: https://www.youtube.com/@cxgoalkeeper
Stay connected with us at CX Goalkeeper Podcast Page for more insightful episodes and expert discussions. Let’s keep the conversation going!
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Dive into a visionary conversation on "Future Forward: Martha Boeckenfeld on the Intersection of AI, Leadership, and Diversity" where our esteemed guest, Martha Boeckenfeld, sheds light on the transformative power of AI and its impact on leadership and diversity in the workplace. This episode is a treasure trove of insights for professionals eager to navigate the evolving digital landscape.
About the Guest: Martha Boeckenfeld is a seasoned web3 advisor, investor, and provider of AI services with over 20 years in financial services, holding roles at major banks like UBS and on supervisory boards such as Unicredit and Generali. Her profound experience in digital transformation and change management makes her a pivotal figure in innovation.
Follow Dr. Martha Boeckenfeld on LinkedIn: https://www.linkedin.com/in/drmarthaboeckenfeld/
Why You Can't Miss This Episode: Martha brings a rare blend of deep industry knowledge and practical experience in AI and digital platforms. Her insights are invaluable for anyone looking to leverage AI for better customer experience, enhanced operational efficiency, and a more inclusive corporate culture.
Top 3 Key Learnings:
Convergence of Technologies: Understand how AI, blockchain, and digital wallets are converging, creating new opportunities for innovation across industries.Leadership in the Digital Age: Learn how leadership styles must evolve in the face of technological advancements and the critical role of continuous learning in staying ahead.Diversity and Inclusion through Technology: Explore how digital tools can foster a more inclusive workplace and why diversity is a key driver of innovative solutions.Chapters:
00:00 Introduction
00:35 Martha’s Background and Passion for AI
02:12 Current Trends in AI and Digital Transformation
03:48 Key Technologies Shaping 2024
05:57 Real-World Applications of AI
06:38 Challenges and Opportunities in AI Adoption
11:17 How AI is Revolutionizing Customer Experience
15:26 Leveraging Web 3.0 for Business Strategy
21:12 The Importance of Diversity and Inclusion in Tech
23:43 Leadership Qualities for the Digital Age
26:15 Looking Ahead: The Future of AI in Business
Don’t miss out on this enlightening discussion. Follow and subscribe to the CX Goalkeeper Podcast to stay updated on the latest trends and insights from leaders like Martha Boeckenfeld. Share your thoughts and feedback on this episode, and let us know how AI and digital transformation are influencing your professional journey.
Related Links:
Podcast Page: CX Goalkeeper PodcastListen on Apple Podcasts: Subscribe HereListen on Spotify: Subscribe HereWatch on YouTube: Subscribe HereJoin our community, share your views, and connect with other professionals passionate about customer experience and digital innovation. Your feedback drives our content, so please share what topics you'd like us to explore next!
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Today's episode features a deep dive with Jim Tincher, an expert in enhancing B2B customer experiences. Prepare to be captivated by a discussion that's not just insightful but also instrumental for anyone keen on driving meaningful business growth through customer experience.
Jim Tincher:
Jim sees the world in a special way: through the eyes of customers. This lifelong passion for customer experience (CX), and a thirst for knowledge, led him to found his journey mapping and customer experience consulting firm, Heart of the Customer (HoC). In the years since HoC’s dedicated team of CX professionals has helped companies of all sizes increase customer engagement. HoC can transform your business, help you map your customer journeys from the emotional highs to frustrating lows, and determine the metrics that matter to measure your unique customer relationships.
Jim is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog
Why You Can't Miss This Episode:
1. Discover the Underrepresented World of B2B CX: Jim shares why B2B sectors are pivotal and often overlooked, shedding light on unique challenges and opportunities.
2. Key Strategies for Business Growth: Learn directly from Jim’s latest book, "Do B2B Better," and discover actionable strategies that connect customer experience improvements directly to business outcomes.
3. Real-World Applications and Insights: From improving customer loyalty to reducing operational costs, get a firsthand look at how top-tier companies are making significant strides by reshaping their customer experience strategies.
Follow and Subscribe for More Insights:
Don’t miss out on future episodes that continue to explore the transformative world of customer experience. Follow the CX Goalkeeper Podcast on your favorite platform, and dive deeper into each episode to enhance your professional journey. Your feedback is invaluable to us, so please leave us a review on:
- [Apple Podcasts](https://apple.co/3qYr4nh)
- [Spotify](https://bit.ly/3GhCGXeCXGK)
- [YouTube](https://www.youtube.com/@cxgoalkeeper)
Learn more about our journey and join the community at [CX Goalkeeper](https://www.cxgoalkeeper.com/Podcast) and discover more about your host [here](https://www.cxgoalkeeper.com/Aboutme).
Remember, we're not just in a B2B or B2C business—we are in a human-to-human environment. Connect, engage, and grow with us. See you in the next episode!
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In this episode, we are privileged to host David Avrin, one of the most insightful and influential speakers and consultants on customer experience and business competitiveness. David shares his profound insights into making businesses not just functionally efficient but "Ridiculously Easy to Do Business With."
More about David Avrin:
One of the most in-demand Customer Experience speakers and consultants in the world today, David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses. David's insights have been featured on thousands of media outlets around the world. He is also the author of five books including the acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back) and his newest book: The Morning Huddle - Powerful Customer Experience Conversations to Wake You Up, Shake You Up, and Win More Business.
https://www.instagram.com/therealdavidavrin
https://www.youtube.com/channel/UCtH4DdaOhbturnA9OI80kPw
https://www.linkedin.com/in/davidavrin/
https://www.facebook.com/DavidAvrinFans
Why You Can't Miss This Episode:
1. Understanding Customer Expectations: Learn how shifting consumer behaviors and expectations require businesses to adapt swiftly to remain competitive.
2. Digital and Human Interaction Balance: David discusses the crucial balance between leveraging technology and maintaining that essential human touch, providing actionable strategies to enhance customer interactions.
3. Future-Proofing Your Business: Gain expert advice on how companies can innovate their operational models to stay relevant and preferred by customers in a rapidly evolving market.
Follow and Subscribe for More Insights:
Don’t miss out on any future insights! Follow and subscribe to the CX Goalkeeper Podcast for more enlightening discussions that can transform your approach to customer experience and leadership. Listen to this episode on your preferred platform:
- Apple Podcasts: https://apple.co/3qYr4nh
- Spotify: https://bit.ly/3GhCGXeCXGK
We thrive on feedback! After listening, please drop us a review or comment on any of these platforms, or visit the podcast page to provide direct feedback and suggestions. Your insights help us bring more value to each episode.
- Podcast Page: https://www.cxgoalkeeper.com/Podcast
Stay tuned and keep guarding your goals with the CX Goalkeeper Podcast—where we’re not just about business-to-business or business-to-consumer, but human-to-human connections.
Thank you for tuning in!
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Gregorio Uglioni, is joined by Barbara Van Duin, a seasoned service designer from Houten, the Netherlands. Barbara brings her expertise in transforming childcare experiences through innovative service design and customer journey mapping.
Barbara's LinkedIn Profile: https://www.linkedin.com/in/barbaravanduin/
Why You Can't Miss This Episode:
Insights into Customer Journey Redesign: Discover how Barbara tackles the unique challenges of redesigning services tailored for children, providing actionable strategies that can be applied to any sector.Balancing Digital and Traditional Experiences: Learn how integrating digital enhancements with traditional, nature-centric childcare can meet modern expectations and improve customer satisfaction.Empowering Organizational Change: Barbara shares invaluable advice on empowering employees and embedding a culture of continuous improvement and innovation within organizations.Episode Summary: In this episode, Gregorio and Barbara explore the intricacies of service design within the childcare industry. Barbara outlines her approach to understanding the diverse needs of families and how to craft services that resonate with both children and their parents. From discussing the impact of digital technology on traditional services to strategies for engaging employees in transformational efforts, this conversation is packed with deep insights and practical advice. Whether you're a CX professional, a service designer, or simply interested in the dynamics of customer experience transformation, this episode offers a wealth of knowledge and inspiration.
Follow and Subscribe for More Insights: Don't miss out on future episodes that delve into the transformation, leadership, and customer experience insights. Subscribe to the CX Goalkeeper Podcast on your preferred platform and follow us to stay updated with the latest trends and discussions in the industry:
Apple PodcastsSpotifyYouTubeLearn more about your host, Gregorio Uglioni, and the vision behind CX Goalkeeper at About Me.
We Value Your Feedback! Your feedback drives our content! Please share your thoughts and suggestions on this episode or topics you'd like us to cover in future episodes. Your input helps us deliver the most valuable and relevant content to help you excel in your professional journey. Visit our Podcast Page to leave feedback or contact us directly.
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In this compelling episode of the CX Goalkeeper Podcast, your host, Gregorio Uglioni, sits down with Neil Greenwood, a seasoned leader in customer experience from NHS Blood and Transplant. Together, they delve into the intricacies of enhancing the donor journey, discussing strategies that not only improve experiences but also save lives.
Why You Can't Miss This Episode:
Insightful Leadership Strategies: Neil shares his unique perspective on leading CX initiatives within the healthcare sector, focusing on blood donation.Digital Engagement Tactics: Discover how digital tools and apps significantly boost donor retention and engagement.Altruistic Motivation in Healthcare: Learn about the role of altruism in donor behavior and how it shapes the strategies of NHS Blood and Transplant.Episode Summary: Starting with Neil’s extensive background in both financial and healthcare services, the discussion quickly pivots to his current role and the significant impacts of his work. Neil outlines key strategies for engaging and retaining donors, emphasizing the importance of understanding the altruistic motivations behind blood donation. Digital transformation plays a crucial role, with the donor app improving service efficiency and engagement. Neil and Greg discuss the challenges and successes of adapting customer experience practices to the healthcare setting, providing valuable insights for anyone interested in CX or healthcare management.
Contact Neil Greenwood on LinkedIn:
https://www.linkedin.com/in/neil-greenwood-acxs-a8080816b/
Follow and Subscribe for More Insights: Don’t miss out on valuable insights into customer experience and leadership in transformational settings. Follow and subscribe to the CX Goalkeeper Podcast for more enlightening discussions like this one. We value your feedback and invite you to share your thoughts on this episode. Help us improve by leaving your comments and suggestions!
🎧 Listen and Subscribe:
Podcast PageApple PodcastsSpotifyYouTubeAbout Gregorio UglioniJoin us next time on the CX Goalkeeper Podcast where we continue to save goals and deliver exceptional customer experiences. Thank you for tuning in!
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Dive into the transformative world of digital technology with Antonio Grasso, a leading expert in digital transformation and the author of "Post Digital Society." In this compelling episode of the CX Goalkeeper Podcast, our host, Gregorio Uglioni, explores the evolving landscape of digital innovations that are shaping our future.
Antonio Grasso:
Antonio Grasso is the Founder and CEO of Digital Business Innovation Srl, a thriving startup leading the way in artificial intelligence, the Internet of Things, blockchain, and cybersecurity. With over 40 years in information technology, Antonio's role as an entrepreneur, author, mentor, and speaker has inspired countless individuals. His influence has been recognized with the prestigious award of Fellow of the Royal Society for the Encouragement of Arts, Manufactures, and Commerce (FRSA), reflecting his significant achievements in social progress and development.
https://www.linkedin.com/in/antgrasso/
Digital Business Innovation Srl: https://www.dbi.srl
DeltalogiX Srl: https://deltalogix.blog/
📖 Get the Book: Explore deeper by grabbing a copy of Antonio's book on post-digital society, available at major bookstores and online platforms. https://www.amazon.com/dp/B0CNHFF2TL
Why You Can't Miss This Episode:
Insightful Perspectives on Digital Transformation: Learn from Antonio's four decades of experience in how digital transformation is not just about technology but about strategic integration within businesses.Human-Centric Approach to Technology: Understand how technologies like AI and blockchain are enhancing, not replacing, human roles in society.Vision of a Post-Digital Society: Antonio shares his thought-provoking view on how society will evolve with technologies becoming as commonplace and essential as electricity.Episode Summary: In this episode, Antonio Grasso discusses his journey from a software developer to a thought leader in the tech space, focusing on how digital technologies influence societal structures and individual daily lives. Key discussions include:
The role of digital culture in organizations and strategies for embedding a digital-first mindset.How technologies like AI, blockchain, and others are integrated into our societal fabric, paving the way for a post-digital era.Antonio's visionary outlook on sustainability and stakeholder capitalism, advocates for a balance between advancement and environmental consciousness.Follow and Subscribe for More Insights:
Episode Page: https://www.cxgoalkeeper.com/AntonioGrasso
Podcast Page: https://www.cxgoalkeeper.com/Podcast
Your engagement helps us grow and evolve this platform. If you have questions, comments, or feedback, please reach out through the podcast page. Your input is invaluable as we strive to bring you the most relevant and transformative content. Thank you for joining us on this journey.
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