Business Transformation Pitch with The CX Goalkeeper

In this episode, we explore the truth behind real transformation with Bernd Ziethen, an experienced CEO, HR consultant, and headhunter. Bernd shares that while technology is advancing fast — especially with AI — true business success depends on leadership, culture, and human connection. He explains that even the best tech tools will fail without strong people and trust behind them. Bernd draws a powerful parallel between business transformation and mergers, where up to 70% fail due to cultural misalignment. He stresses that transformation is not just about strategy or tech—it’s about how leaders engage people through empathy, honesty, and listening. He explains that leadership today means being open, embracing rapid change, and genuinely liking people. “To lead others,” Bernd says, “you must first like yourself.” He also shares behind-the-scenes tips from his experience as a top-level headhunter. Cultural fit, he emphasizes, can’t be measured only with numbers. It requires emotional intelligence, deep listening, and understanding personal goals. His approach to hiring goes beyond resumes—he spends time understanding if a leader aligns with company values and if both sides are willing to invest in the relationship. The Top 3 Key Learnings 1. People Are the Core of Transformation: Technology is a tool, but success depends on building trust and leading with empathy. 2. Leadership Is Listening: Today’s leaders must be open-minded, self-aware, and comfortable not having all the answers. 3. Cultural Fit Drives Success: In hiring and transformation, matching values and communication styles is critical — not just hard skills. About Bernd Ziethen As a Leadership Architect, Bernd combines executive mentoring and executive search – practice-oriented, analytically sound, and backed by deep industry expertise. He supports leaders in their personal development – and help companies find exactly these kinds of leaders. With compelling direct outreach and an honest message. As a senior executive search consultant, he supports managers in their personal growth and companies in filling key positions with precision. With 30 years of industry experience, sound diagnostics, and clear direct outreach, Bernd brings together what truly drives impact: Leadership that enables transformation. Resources Bernd Ziethen - Management Minder: https://www.management-minder.com/en https://www.management-minder.com/en Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and aligning internal operations to consistently deliver value across all touchpoints. He also stresses the need for cross-functional collaboration and leadership that models CX priorities. When hiring, Melia looks for individuals who demonstrate storytelling ability, problem-solving, and ownership—key traits for driving cultural transformation. His approach reinforces the idea that sustainable CX excellence requires intentional system design, emotionally intelligent talent, and unified leadership around customer-centric goals. About Greg Melia At the helm of CXPA, my focus revolves around championing the global customer experience profession through strategic communications and community building, honed over five transformative years in leadership. Our organization thrives on CX certification, publications, and community that empower customer experience professionals to excel. Resources Customer Experience Professional Association: https://www.cxpa.org/home https://www.cxpa.org/home Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

What does it take to create a workplace where people thrive, expectations are high, and trust is real? In this episode, Eric Stone shares practical advice from his book Jumpstart Your Workplace Culture. From leadership values to employee development, you’ll walk away with powerful tools to transform your organization. The Top 3 Key Learnings 1. Culture is the catalyst for execution — Strong relationships, clear communication, and the right tools empower teams to perform at a high level. 2. Training must be practical and continuous — Combine corporate learning with real-time coaching to drive real growth. 3. Accountability builds trust when done right — Set expectations, provide support, and use accountability as a tool to grow, not to punish. About Eric Stone ERIC D. STONE’S passion for business led him to an influential twenty-six-year career at the iconic rental car company Enterprise Holdings, where he quickly became one of the most decorated Regional Vice Presidents in the company’s history. His ability to connect and motivate employees from all different generations and demographics allowed his teams to sustain top-level results and a culture of pride. Eric attributes much of this success to his ability to create, ignite, and sustain a high-performance culture—one that enabled him to lead his teams through challenges like 9/11, the Great Recession, the COVID-19 pandemic, and the Great Resignation—along with an extraordinary ability to adapt to the unexpected and help others do the same. Eric is the author of the award-winning book Jumpstart Your Workplace Culture and an international speaker on leadership, employee engagement, and creating high-performance organizations. He retired from Enterprise in 2018 and founded Clear Path Ventures, which specializes in guiding young professionals and businesses as they navigate their path to success. The two awards the book has received thus far are The Pinnacle and The International Book Awards. Resources Clear Path Ventures: https://www.ericdstone.com/ https://www.ericdstone.com/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it’s not just about technology; it’s about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be enablers rather than solutions looking for problems. But it’s not just about the ‘what’ and the ‘how’; it’s also about the ‘who.’ Roy talks about the role of culture in a company’s digital transformation journey and how it can make or break the strategy. He also discusses the importance of customer involvement, stating that customers are often the ones leading digital transformation. About Roy Aktinson Roy Atkinson is a luminary in the fields of customer service, customer experience, and digital transformation. With years of experience and a deep understanding of how technology and people intersect, Roy brings a unique blend of strategic vision and practical advice to the table. He has been a keynote speaker at numerous industry events, sharing his insights on the importance of focusing on the human element in digital transformation. Known for his thought-provoking perspectives, Roy is not just an expert but a catalyst for change, challenging businesses to rethink their strategies and cultures to stay ahead in a rapidly evolving landscape. Resources Clifton Butterfield LLC: https://cliftonbutterfield.com/  Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/   About Gregorio Uglioni Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/ 

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on 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. Join us and be part of it. ​

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://europe.customercontactweekdigital.com/events-ccweurope _ Do you think personalization ends with using your name? Think again. In this episode, Dr. Emmanuel Manyonganise unveils the secrets of hyper-personalization in customer experience and how businesses can stay ahead by turning data and AI into powerful engagement tools. This is a must-listen for CX professionals aiming for true transformation. Follow Emmanuel: https://www.linkedin.com/in/dr-emmanuel-manyonganise The Top 3 Key Learnings Hyper-personalization goes beyond marketing. It must include support, problem resolution, and full journey engagement. A strong data culture is key. Centralized platforms, AI integration, and cross-departmental collaboration are crucial. Start small, but start now. Experimentation and a mindset of continuous learning are the fastest paths to progress. Chapters 00:00 Introduction to CX Goalkeeper Podcast 00:27 Upcoming CCW Europe Summit 2025 01:11 Guest Introduction: Emmanuel Man 01:49 Evolving Personalization in Customer Experience 02:19 Emmanuel's Career Journey and Values 06:09 Understanding Basic Personalization 09:48 Transitioning to Hyper-Personalization 14:09 Examples of Successful Personalization 17:50 Future Trends in Hyper-Personalization 20:10 Advice for Leaders on Personalization 21:16 Conclusion and Final Thoughts Keywords: customer experience, CX, personalization, hyper-personalization, AI in CX, data culture, customer data platform, CX leadership, CX strategy, digital transformation, Emmanuel Manyonganise, CX podcast, customer journey, personalization in banking, CX trends 2025, CX Goalkeeper, Gregorio Uglioni Follow & Subscribe to the CX Goalkeeper Podcast: Podcast Page: https://www.cxgoalkeeper.com/Podcast Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment or share your feedback!

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://europe.customercontactweekdigital.com/events-ccweurope Today’s Fan Favorite is exceptional as we deep dive into the critical role of leadership in shaping exceptional customer experiences. I had the honor of engaging in a thought-provoking conversation with Diane Magers, a luminary in both the Customer Experience (CX) and leadership domains. Diane’s extensive background and insights offer a unique perspective on how effective leadership can be the linchpin in driving business transformation and elevating customer experience. We explore the symbiotic relationship between leadership and customer experience, discussing strategies, best practices, and actionable insights. About today’s guest – Diane Magers: Diane Magers is a visionary thought leader in the fields of Customer Experience and Leadership. With a career spanning multiple industries and a focus on driving organizational change, Diane brings a unique blend of practical experience and academic insight to the table. Known for her emphasis on human-centric approaches, she advocates for integrating customer experience into every facet of an organization’s operations. Her perspectives on resilience, emotional intelligence, and what she calls an “Experience Operating System,” make her a sought-after expert, offering invaluable insights for businesses aiming for sustainable success. Chapters: 00:00 Start 00:36 Meet Diane Magers 01:54 Personal Values 03:27 The Importance of Preparation 04:11 Evolution of Leadership 07:05 Challenges in Organizational Change 09:21 Adapting to Change 12:06 Critical Leadership Qualities 15:19 Real-world Leadership Examples 18:35 Overcoming Cultural Barriers 22:20 Learning from Failure 25:45 Golden Nuggets 27:30 Contact Details 28:50 Closing Remarks Main Topics discussed: The Essence of Leadership Resilience in Leadership The Human Element in Leadership The Future of Customer Experience Follow & Subscribe to the CX Goalkeeper Podcast: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment or share your feedback!

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on 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. Join us and be part of it. ​

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://europe.customercontactweekdigital.com/events-ccweurope - What if your biggest setback could spark your biggest insight? In this episode, Darshan Mehta shares powerful “aha” moments that shaped his life, career, and even the launch of his restaurant. You’ll discover how insights are hiding in plain sight — if you know where to look. About the Guest Darshan was born in India and raised in the US. He has been coming to Thailand every year since 1989 to teach in the Master’s in Marketing (MIM) program at Thammasat University. In 2020, he moved to Thailand and founded three Thai companies, iResearch (SaaS software), Aha Brands (F&B) and Aha Enterprise (construction) and a non-profit Big Mango. His entrepreneurial spirit stems from starting his own branding and marketing consultancy to help others for more than twenty-five years to grow their business and thrive. In February 2024, he opened Carmina on Sukhumvit Soi 20 to introduce a symphony of Modern Latin cuisine to Bangkok. Drawing upon his years of strategy experience, Darshan is also the author of a best seller titled, “Getting to Aha! Why Today’s Insights Are Tomorrow’s Facts,” to help business leaders understand and leverage changing consumer preferences. In addition to his full-time business roles, Darshan has taught in the US, Sweden, and in Thailand. He a has traveled to more than 90 countries. Forbes Magazine recently featured Darshan has one of 9 CMOs to watch. You can follow Darshan on his podcast, Getting to Aha!, Relevant Links https://www.linkedin.com/in/darshan--mehta The Top 3 Key Learnings Aha moments are insights that reveal deep truths — they often come from combining facts, trends, and emotion. Talking to customers is essential — the most valuable ideas are found through real conversations and listening for pain points. Evoking emotion in business drives exponential impact — when you move customers emotionally, they come back and bring others. Chapters 00:00 Introduction to CCW Europe Summit 2025 01:15 Welcome to the CX Goalkeeper Podcast 01:51 Guest Introduction: Meet Darshan 02:27 Values Driving Professional Career 04:08 Defining Aha Moments 05:54 Restaurant Business Insights 08:48 The Power of Insights and Market Research 15:57 Artificial Intelligence and Future Trends 20:25 Golden Nugget and Conclusion Follow & Subscribe to the CX Goalkeeper Podcast: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment or share your feedback!

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on 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. Join us and be part of it. ​