With Rich Dorfman, a seasoned CX professional from Eastern Bank, we discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization.Key Highlights:Rich Dorfman's journey and role in transforming customer experience at Eastern Bank.The evolution of customer expectations in the banking sector.Strategies for aligning CX with corporate objectives.The crucial link between employee satisfaction and customer happiness.Rich Dorfman's perspective on the future of customer experience.Connect with Rich Dorfman:LinkedIn: https://www.linkedin.com/in/richdorfman/Subscribe and Follow: Don’t miss out on future episodes! Subscribe to the CX Goalkeeper Podcast Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast, CustomerExperience, CX in Banking, Leadership, Digital Transformation, Rich Dorfman, Business Strategy, Employee Engagement, CX Insights

In this episode of the CX Goalkeeper Podcast, Valerie Peck shares her insights on why proactive service is key to long-term business success. We explore the power of innovation, the role of data in anticipating customer needs, and why reactive customer experience strategies are no longer enough. This episode is a must-listen if you want to stay ahead in the competitive CX landscape!About the GuestValerie leads Elevate-X Consulting, where she helps organizations integrate customer intelligence into every aspect of their business, from strategy to data activation. Her expertise in customer intelligence-driven experience management has been honed over a distinguished career marked by strategic leadership and a commitment to innovation. Valerie is an entrepreneur and developed the pioneering experience mapping tool SuiteCX and led several consultancies before selling SuiteCX two years ago. Now, back in consulting, her approach integrates data-driven and 1-to-1 management consulting principles with the ‘how-to’ of technology implementation, ensuring customer success is at the forefront of every initiative. She helps her clients champion advancements in understanding where they are with their ability to delight their customers and enhance retention, acquisition, and loyalty. She believes that Applied Customer Intelligence and the innovation it enables make and keep both B2B and B2C companies ever more competitive.Relevant Linkslinkedin.com/in/valerie-peck-4b143The Top 3 Key LearningsProactive CX Strategies Win: Businesses that anticipate customer needs and offer solutions before issues arise create stronger, long-term customer relationships.Data is a Game-Changer: Leveraging customer data allows companies to predict trends, personalize experiences, and increase revenue through targeted engagement.Company Culture Drives CX Success: Hiring the right people and fostering a culture of innovation are essential for creating a customer-centric organization.Chapters00:00 Introduction and Welcome00:32 Meet Valerie: A Journey in Customer Experience03:41 Innovate or Die: Proactive Service for Success05:24 Defining Customer Experience06:48 Valerie's Best and Worst Customer Experiences11:02 Proactive Customer Experience Strategies13:01 The Role of Data and Feedback in CX17:39 Building a Proactive Company Culture19:51 Future Trends in Customer Experience25:16 Valerie's Golden Nugget and ConclusionKeywordscustomer experience, CX innovation, proactive customer service, customer intelligence, CX strategy, predictive analytics, business transformation, customer loyalty, brand promise, digital transformation, CX leadership, customer data, AI in CX, proactive engagement, customer retention, future of CX, CX metrics, innovation in customer experience,Did you enjoy this episode? Don’t forget to follow and subscribe to the CX Goalkeeper Podcast!Podcast Page: CX Goalkeeper Apple Podcast: Listen on Apple Spotify: Listen on Spotify We’d love to hear your feedback! Let us know your thoughts and suggestions to keep improving the podcast.

Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This is one outstanding REPLAY of the top episodes! This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures.Monika Schulze, a luminary in strategic marketing, shares her unparalleled insights on navigating the digital age with a customer-centric approach. Don't miss this masterclass in leveraging challenges for growth, understanding the evolving role of CMOs, and preparing for the future with AI.Key LearningsThe Power of Curiosity: A curious mindset is the bedrock of innovation and growth.Strategic Alignment: The alignment of goals across the organization and with strategic partners is key to achieving sustainable success.Cultural Sensitivity in Leadership: Effective leadership transcends cultural boundaries through empathy and understanding.Monika's linkedin profile: https://www.linkedin.com/in/monikaschulze/Dive deeper into the conversation and join our growing community:Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKTune in for this incredible episode and become part of the conversation shaping the future of customer experience and leadership. Please leave a comment and rate this podcast.

Workplace wellbeing is more than just a buzzword—it’s a game-changer. In this episode, Craig Fearn, a leading expert in workplace wellbeing, shares powerful insights on how organizations can create environments where employees thrive. From understanding the true meaning of wellbeing to shaping a positive workplace culture, this episode is packed with practical strategies that leaders can apply immediately. If you’re a business leader, CX professional, or someone passionate about creating a better work environment, this episode is a must-listen!About the GuestCraig Fearn wants to change the way we think about wellbeing right down to the words we use and the gestures we make to encourage a mindset shift across businesses.As the Wellbeing Ambassador for the Chartered Institute of Directors, Craig is leading this change across the UK by empowering organisations of all sizes, across all sectors to create workplaces with a positive wellbeing culture.Craig understands the foundations of sustainable wellbeing and his strategies, tools and workshops deliver results that empower teams to rethink their wellbeing, and what is sustainable for them at work and in life. ‍ Beyond his corporate work, Craig also provides NED and advisory services and is the Chief Advisor of Book of Beasties, a wellbeing game for families and schools. Craig believes we all deserve to live free of mental wellbeing struggles and champions a whole-self approach to managing stress, anxiety and burnout.Relevant Linkshttps://www.craigfearn.com/www.linkedin.com/in/craig-fearn1The Top 3 Key LearningsWellbeing is deeply personal and varies for each individual. There is no universal definition, so businesses must create adaptable strategies that cater to diverse employee needs.Leaders must focus on the "why" behind their wellbeing initiatives. Is it just a tick-box exercise, or is it a true commitment to employee happiness, retention, and long-term success? The intent behind workplace wellbeing efforts determines their effectiveness.Culture is the backbone of employee wellbeing. Companies cannot fix wellbeing issues with pizza Fridays or token wellness perks. Instead, embedding a genuine culture of care, flexibility, and trust is the only sustainable way forward.Chapters00:00 Introduction to Today's Topic 00:42 Meet Craig Fearn 02:37 Core Values in Professional Life 05:08 Defining Wellbeing 07:50 Creating a Positive Wellbeing Culture 24:11 The Importance of Flexibility in the Workplace 31:40 Strategies for Improving Workplace Wellbeing 39:33 Conclusion and Final ThoughtsEnjoyed this episode?Follow and Subscribe to the CX Goalkeeper Podcast!Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

Join us on the CX Goalkeeper Podcast for the replay of a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's knowledge and wisdom provide valuable lessons for professionals at all levels.Key Highlights:Empathy in Leadership: Jeremy discusses the importance of empathy and understanding within teams to foster a positive service culture.The Balance of Technology and Human Touch: Insights into how technology can be integrated without losing the human aspect of customer service.Continuous Improvement: Jeremy shares his approach to improving customer experience continuously, even in the face of limited resources.Follow, rate and review the Podcast: Don't miss out on future episodes -https://www.cxgoalkeeper.com/podcastApple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK #CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService

Why You Can't-Miss This EpisodeIn this captivating episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement.About the GuestMarilyn Suttle has a proven track record of transforming customer relationships and elevating employee wellbeing.She works with organizations that want to stand out as the business of choice.A bestselling author, of three customer service books, including "Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan" Marilyn is the President of Suttle Enterprises, a personal and professional growth training firm that works with multi-cultural organizations.Marilyn's programs have a strong focus on developing communication skills and implementing wellbeing practices to handle even the most difficult clients and colleagues.Her highly engaging programs, coaching, and consulting services are sought after by professionals across various industries, from Fortune 500 companies to startups. Marilyn's extensive experience with online community management and social media has also helped brands engage deeply with their target audience, fostering strong and enduring customer loyalty.As a speaker, Marilyn is known for delivering high-content, humorous presentations that engage and inspire action long after her programs end.Relevant LinksLinkedIn: http://www.linkedin.com/in/marilynsuttleThe Top 3 Key LearningsEmpathy First: Start with understanding and validating the customer’s or employee’s emotions. Simple phrases like "You're right" can disarm tension and build trust.Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence.Resilience Through Leadership: Leaders should prioritize their own well-being and model healthy work-life boundaries, fostering a culture of care and productivity.Chapters00:00 Introduction and Welcome00:33 Meet Marilyn Suttle 03:09 Core Values and Passion 05:27 Handling Difficult Customers 09:29 Leadership and Employee Support 15:27 Resilience and Well-being 17:40 Personal Practices for Success 20:37 Setting Boundaries with Customers 25:34 Future of Customer Experience 27:14 Final Thoughts and Contact InformationKeywordscustomer experience, empathy in customer service, dealing with tough customers, Marilyn Suttle, CX podcast, resilience in leadership, customer engagement strategies, employee engagement, effective communication, leadership coaching, handling customer complaints, role of empathy in CX, CX podcast episode,Your feedback is a gift—share your thoughts, questions, or ideas with us!Apple Podcast: Listen on Apple PodcastsSpotify: Listen on SpotifyLet’s continue the conversation on transforming customer and employee experiences!

Welcome to the "BEST OF" episodes of the CX Goalkeeper Podcast. In this replay, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX.About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and unique perspectives to our podcast. This episode is a deep dive into the critical aspects of customer experience, focusing on the power of authenticity and human connections in customer service. Alex’s experiences and strategies are not just insightful; they are transformative.Why You Can't Miss This Episode:Discover the Human Element in CX: Learn from Alex’s approach to fostering authentic, empathetic interactions in customer service.Leadership Insights: Gain insights into how effective leadership can significantly impact customer experience.Future Trends in CX: Explore with Alex the evolving landscape of customer service and how to stay ahead.Featured Topics:The importance of humanizing customer service.Balancing corporate goals with authentic customer engagement.Embracing change and innovation in CX.Connect with Alex Mead:LinkedIn: https://www.linkedin.com/in/alexmead/Chapters:00:00 Introduction00:43 Welcoming Alex Mead00:54 Kickoff Discussion01:21 Values Driving Alex's Life04:18 The Reality of Service Quality07:22 Human Impact in Customer Service09:55 Philips TV Experience11:26 Survey Fatigue in Feedback13:06 Requesting Manager or CEO Intervention15:56 Future Discussions in CX17:33 Contacting Alex Mead18:23 Alex's Golden Nugget on CX19:37 Conclusion & ThanksListen, Learn, and Engage: Tune into this episode for a transformative experience in customer experience wisdom. Don't forget to follow, like, and share to stay updated with more episodes like this.Follow Us: Stay connected with the CX Goalkeeper Podcast on your favorite platforms for more episodes that empower you with the latest in CX knowledge and trends.Podcast Page: https://www.cxgoalkeeper.com/PodcastCX Goalkeeper Podcast (audio)Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGK

Why You Can't Miss This EpisodeIn this compelling episode of the CX Goalkeeper Podcast, Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employee experiences in driving success. This is a must-listen for anyone passionate about transforming organizations and delivering exceptional value to customers and teams alike.About the GuestGreg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked with some of the world’s top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria’s Secret, and Toyota.He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup.Greg has written over 20 books on marketing and marketing technology, including his 10-part Agile Brand Guides series on marketing technology platforms and practices. His recent book, the best-selling House of the Customer (2023) discusses the 1:1 personalized customer experience of the future, and how brands can organize the people, processes, and platforms that enable it.Relevant Linkshttps://www.linkedin.com/in/gregkihlstrom https://www.gregkihlstrom.comThe Top 3 Key LearningsFour Pillars of Transformation: Effective digital transformation hinges on integrating people, processes, platforms, and data. While technology matters, success ultimately depends on how well organizations address human and procedural challenges.Agile for Transformation: Agile methodologies can look different for every organization. Focus on principles like collaboration, adaptability, and delivering business value, rather than rigidly adhering to predefined methods.Return on Experience: Investing in customer and employee experiences yields measurable benefits, such as increased customer loyalty, higher lifetime value, and improved organizational efficiency.Chapters00:00 Introduction and Guest Welcome00:33 Greg Kihlström's Background and Career01:55 Values Driving Professional Life02:54 Digital Transformation Challenges05:11 Measuring Return on Experience09:23 Implementing Agile Methodologies14:10 Practical Tips for Digital Transformation16:47 AI in Digital Transformation22:14 Future of Customer Experience24:23 Conclusion and Final ThoughtsWe would love your feedback! Let us know how this post resonated with you, and don’t forget to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform:Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGK

In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen!Episode SummaryThis episode is packed with insights from three CX leaders: Federico Cesconi, Michael Brandt, and Beppe De Vincenti. Together, they explore trends shaping the future of CX, emphasizing topics like agentic AI, employee empowerment, and personalization.Federico shares his vision of agentic AI, describing a world where AI agents interact seamlessly with each other to fulfill complex customer needs. Imagine booking a holiday with one request while AI takes care of all the details—this kind of intelligent system is what Federico sees revolutionizing CX by 2025.Beppe dives into the importance of company culture and the investment in employee training. As businesses face challenges in cultivating customer-centric environments, enhancing employee skills becomes a priority. Empowered employees lead to improved customer interactions and long-term success.Michael adds a critical dimension, linking employee experience to customer experience. He highlights the need for stable, skilled teams to improve service and introduces the balance required for hyper-personalization. Overdoing it can alienate customers, but the right approach creates smoother, more personalized experiences.The Top 3 Key LearningsAgentic AI Revolution: AI agents will transform how customers interact with services, simplifying tasks and providing highly efficient, human-like support.Employee-Centric Culture: Investing in employee training and experience drives better CX outcomes, ensuring employees are skilled, satisfied, and engaged.Balanced Personalization: Hyper-personalization has its limits. Companies must find a balance that feels tailored but not invasive to customers.Chapters00:00 Introduction and Guest Presentation 02:42 Discussion on Trends for 2025 11:16 Reflections on 2024 and Key Learnings 20:22 Closing RemarksKeywordscustomer experience trends, CX 2025, agentic AI, hyper-personalization, employee experience, customer-centric culture, AI in CX, CX leadership, future of customer experience, customer experience transformationI’d love to hear your thoughts on this episode! What trend excites you most for the future of customer experience? Let us know by leaving a comment or review.Also, follow and subscribe to the CX Goalkeeper Podcast to stay updated with future episodes:Podcast PageApple PodcastSpotifyYouTubeThank you for listening and supporting the CX Goalkeeper Podcast!

Why You Can't-Miss This EpisodeDive into the fascinating future of customer interactions as Sirte Pihlaja discusses the rise of machine customers and digital assistants. Discover how this emerging technology will revolutionize customer experiences, reshape industries, and create a new era of business opportunities. This episode is your guide if you want to stay ahead in CX.About the GuestSirte Pihlaja is the CEO and Customer Experience Optimiser of Shirute, the first customer experience agency in Finland. She is also heading the activities of the Customer Experience Professionals Association (CXPA) in Finland. Sirte is an internationally known expert in her field, a trainer, designer, and strategist with over 25 years of experience in advising large domestic and international corporations and brands in different industries (e.g., Elisa, Arabia, Fiskars, Hackman, Iittala, Marimekko, Nokia, Nordea, Rovio, S-Group, TeliaSonera, Veikkaus, VR and Finnish Broadcasting Company).Sirte delivers creative solutions in customer experience research and experience design, customer experience management, data-driven business, the voice of customer and reputation management, and concretizing solutions through multi-channel service design.Relevant Linkshttps://linkedin.com/in/sirte https://www.shirute.fi/en https://www.machinecustomers.fi The Top 3 Key LearningsMachine Customers Are the Future: Autonomous digital assistants are evolving rapidly, offering businesses a unique opportunity to innovate and engage with a growing market segment.Empathy Meets Automation: While human connections remain essential, companies must also adapt to machine interactions that prioritize efficiency and convenience.Prepare for Hyper-Personalization: The rise of machine customers will demand tailored customer journeys and proactive, AI-driven solutions.Chapters00:00 Introduction and Guest Presentation 04:18 Exploring the Concept of Machine Customers 06:24 Practical Examples and Uses of Digital Assistants 09:12 Creating and Utilizing Digital Assistants 13:12 Challenges and Opportunities for Companies 23:26 Future of Machine Customers and AI 27:38 Conclusion and Contact InformationKeywordsmachine customers, digital assistants, customer experience, CX innovation, autonomous systems, generative AI, hyper-personalization, customer journeys, CX strategy, future of CX, AI in CX, empathy in CX, AI tools, proactive solutions, digital transformationFinal NoteThank you for tuning into the CX Goalkeeper Podcast! If you enjoyed this episode, make sure to subscribe, share, and leave a review. Stay connected for more insightful discussions:Podcast PageApple PodcastSpotifyYouTubeFeedback is always welcome—don’t hesitate to reach out and share your thoughts!