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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:
Apple Podcast: Apple Podcast Link
Spotify: Spotify Link
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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:
Podcast Page
Apple Podcast
Spotify
YouTube
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Eksik bölüm mü var?
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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:
Apple Podcast: https://apple.co/3qYr4nh
Spotify: https://bit.ly/3GhCGXeCXGK
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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
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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:
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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
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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
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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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