Why You Can't-Miss This EpisodeIn this episode of the CX Goalkeeper Podcast, Gregorio sits down with Dr. Chris Brown, co-author of The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance. They explore the seven disciplines of customer-centricity, the critical role of foresight, and practical ways to embed customer culture across organizations. Whether you're an executive, manager, or CX enthusiast, this conversation is packed with actionable insights that can transform your approach to delivering exceptional customer value.About the GuestDr Chris L Brown is the MRI Benchmark SaaS business co-founder and a customer-centric leader, culture, and strategy expert. His award-winning book “The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance.” is published by McGraw-Hill, New York. Chris is part of Harvard Business School’s global faculty for Customer-Centric Organizations. He has contributed to the Harvard Business Review, Strategy and Leadership, and CEO Magazine. He is the host of The Relentless Customer Leader Podcast. Chris received his Doctorate from Pepperdine University in Malibu, California.Relevant Linkshttps://www.linkedin.com/in/christopherlbrown/ https://www.mribenchmark.comThe Top 3 Key LearningsCustomer foresight is essential for staying competitive: Successful businesses invest in understanding future customer needs, leveraging tools like peripheral vision to predict trends and adapt accordingly.Collaboration drives innovation: Bringing diverse teams together fosters unique perspectives that enhance problem-solving and customer-centric initiatives.Small changes, big impact: Shifting priorities, such as putting customers first in meeting agendas, can significantly influence organizational culture and business outcomes.Chapters00:00 Introduction and Guest Presentation 04:00 Defining Customer Culture 06:00 Challenges in Customer Culture 10:46 Market Responsiveness Index 13:32 Adapting to Customer Expectations 16:19 Success Story: Canon 21:19 Future of Customer Experience 24:05 Contact Information and Final ThoughtsKeywordscustomer culture, customer-centricity, CX transformation, customer foresight, Market Responsiveness Index, organizational collaboration, customer experience trends, AI in CX, customer insights, customer-centric leadership, CX strategies, customer value, business transformation, Chris Brown, CX Goalkeeper Podcast.Did you enjoy this episode? Don’t miss future insights on customer experience, leadership, and transformation! Follow and subscribe to the CX Goalkeeper Podcast:Podcast Page: CX GoalkeeperApple Podcast: SubscribeSpotify: Listen NowYouTube: Watch HereYour feedback is valuable. Please leave a comment, share, and help us promote this podcast. Thank you for being part of the CX Goalkeeper community!

Why You Can't Miss This EpisodeThis episode dives deep into practical strategies for getting things done right, balancing the needs of customers, employees, and businesses. Michelle Spaul, a seasoned CX consultant, shares actionable tips to ensure sustainable success in customer experience while maintaining empathy and integrity. Learn how to elevate decision-making, manage risks effectively, and align strategies for long-term growth.About the GuestMichelle is an independent CXM consultant who blends business expertise with a fresh perspective. She helps clients understand their customers, meet their needs, and achieve remarkable business outcomes. Michelle has been using Customer Feedback for over 30 years to improve products, services, and touchpoints. She shares her experience and lessons with the business community through hands-on support and mentoring. She fosters sustainable change by influencing colleagues and emphasising the value of customer experience management.Relevant Linkshttps://customerexperienceconsultant.co.uk https://www.linkedin.com/in/michelle-spaul-customerexperience/ The Top 3 Key LearningsBalance Is Key: A successful CX strategy integrates the needs of customers, employees, and the business. It’s not about customer-centricity alone but finding harmony between these elements for sustainable growth.Master the Basics Before Innovation: Focus on delivering consistent, reliable services that meet functional needs before adding extraordinary elements. Basics create the foundation for long-term trust and loyalty.Stop, Think, and Listen: Leaders should pause and evaluate decisions from all perspectives—business, employee, and customer—ensuring alignment with long-term strategies and goals.Chapters00:00 Introduction and Guest Presentation 02:47 Values and Balancing Business, Customer, and Employee Needs 03:04 Practical Tips for Balancing Business and Customer Needs 09:35 Balancing Short-Term Gains with Long-Term Vision 12:45 The Role of Philosophy and Values in Decision-Making 16:38 Prioritizing Quality Over Speed 19:42 Understanding Customer Needs and Adding Value 26:13 Future of Customer Experience 27:30 Contact Information and Final ThoughtsKeywordscustomer experience, CX strategy, quality management, balancing needs, practical tips, risk management, employee alignment, customer satisfaction, innovation in CX, sustainable business growth, Michelle Spaul, Gregorio Uglioni, CX Goalkeeper Podcast, practical CX strategies, functional needs, customer journey, stop think listen, organizational goals, reliable servicesFeedback Is a Gift! Did you enjoy this episode? Please share your thoughts and let us know your key takeaways. Don’t forget to follow and subscribe to the CX Goalkeeper Podcast:Podcast Page: CX GoalkeeperApple Podcast: Listen on AppleSpotify: Listen on SpotifyYouTube: Watch on YouTubeLet’s continue transforming CX together.

Why You Can't-Miss This EpisodeThis episode of the CX Goalkeeper Podcast dives into the fascinating world of data transformation with Michela Greco. Discover how data quality fuels insights that drive exceptional customer experiences, actionable strategies to maintain data standards, and the human touch required to create impactful outcomes. Michela shares her journey and practical tips to help businesses bridge the gap between numbers and meaningful decisions.About Michela GrecoExpert in CRM, Customer Data, and Customer Service platform implementation- Sales support- Data analysis & insights- Customer experience passionateRelevant Linkslinkedin.com/in/michela-greco-crm-04061986The Top 3 Key LearningsData Quality is Key: Accurate, complete, and consistent data is the foundation for reliable insights, actionable reports, and meaningful customer engagement.Cross-Functional Collaboration: Breaking down silos between departments ensures a unified customer view and fosters better decision-making.Continuous Monitoring and Accountability: Periodic data checks and team accountability maintain high data standards, supporting long-term system usability and trust.Chapters00:00 Introduction and Guest Presentation03:01 Core Values and Professional Journey04:30 Defining Data Quality in Customer Experience08:42 Ensuring Data Quality Over Time14:48 Extracting Insights from Data18:51 Example of Effective Data Integration21:45 Future of Customer Experience22:02 Contact Information and Closing RemarksKeywordsdata transformation, data quality, actionable insights, customer experience, CX podcast, Michela Greco, cross-functional collaboration, system usability, customer engagement, tailored experiences, unified customer view, data silos, business insights, CX GoalkeeperDid you enjoy this blog? Share your thoughts, and let us know how we can improve!Please follow and subscribe to the CX Goalkeeper Podcast:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Thank you for being part of the CX Goalkeeper journey!

In this episode of the CX Goalkeeper Podcast, Federico Cesconi dives deep into the future of customer experience management, revealing the potential of artificial intelligence in transforming how companies manage customer feedback. He introduces the "Insight Narrator," a groundbreaking tool that simplifies customer feedback analysis, using AI to provide actionable insights faster than ever before. This episode is a must-listen if you're keen on learning how technology can streamline customer experience processes.About the GuestI'm a seasoned professional with immense experience in customer insights and marketing analytics. From Customer Relationship Management to Customer Experience Management, I specialize in helping companies utilize technology and data to make the right decisions for business growth.Today, I'm the co-founder of sandsiv+ (https://sandsiv.com), a software-as-a-service solution powered by Artificial Intelligence (AI) to help companies around the world correctly measure Customer Experience (CX) and actively manage Customer Journey (CJ).With over 20 years of experience in data science and marketing, I helped Sandsiv+ adopt a visionary methodology for gathering and analyzing information concerning customers, their details, their experiences, and their activities to build deeper and more effective customer relationships and improve strategic decision-making.Relevant Linkshttps://www.linkedin.com/in/federico-cesconihttps://sandsiv.com/sandsiv-unveils-insight-narrator-revolutionizing-ai-capabilities-in-sandsiv/The Top 3 Key LearningsAI Can Automate Time-Consuming Tasks: The Insight Narrator uses AI to automate customer feedback analysis, reducing the time spent on repetitive tasks and enabling quicker decision-making.Actionable Insights at Your Fingertips: AI provides real-time, prioritized insights, helping CX managers identify and address the most critical issues that affect customer satisfaction.The Future of CX is AI-Driven: Federico highlights how AI tools like Insight Narrator make customer experience management more accessible and effective, even for smaller companies.Top 3 Quotes“The Insight Narrator doesn’t just find satisfaction drivers—it provides actionable insights to improve customer experience.”“With AI, what used to take weeks can now be done in minutes.”“Customer experience management should be about making life easier for both customers and the professionals managing their feedback.”Chapters00:00 Introduction and Guest presentation 03:05 The Impact of Generative AI on Customer Experience 13:57 Introduction to the Insight Narrator Tool14:16 Development and Functionality of the Insight Narrator 18:19 Benefits and Applications of the Insight Narrator 23:56 Future Developments and Improvements 29:27 Conclusion and Call to ActionWe’d love to hear your thoughts! Did you enjoy this episode? Please share it with your network, and don’t forget to subscribe and follow the CX Goalkeeper Podcast on your favorite platforms: Apple Podcast | Spotify

In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape.About the GuestCEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform that unifies enhanced digital solutions for contact centers. Glassix has been a leading Israeli Software Company since 2015. In addition to offering comprehensive products, such as those mentioned above, we are working 24/7 to improve & update our products to fit market needs using cutting-edge technologies. Glassix was born to change the way we serve customers through customer service & technology experts who want to give your business the best!Relevant Linkshttps://www.linkedin.com/in/guy-shalomhttps://www.glassix.com/podcastshttps://www.glassix.comThe Top 3 Key LearningsAI Empowers Human Agents: AI can provide real-time support to agents, speeding up processes and improving the quality of customer service by suggesting appropriate responses based on customer history and conversation context.Hyper-Personalization is Key: AI can analyze customer interactions on a deeper level, incorporating emotions, past conversations, and even physical cues to deliver highly personalized customer experiences.AI and Human Collaboration: The future of contact centers lies in the seamless collaboration between AI-driven bots and human agents, where AI handles routine tasks and agents focus on more complex, emotionally nuanced situations.Chapters00:00 Introduction and Guest Presentation 03:56 The Role of AI in Contact Centers 05:00 Employee Experience and AI Implementation 08:27 Hyper-Personalization and Empathy in AI 13:44 Balancing Human Connection and AI Efficiency 15:58 Preparing for the AI Transformation 17:46 Privacy and Ethical Considerations 19:12 Future of AI in 10 Years 24:38 Conclusion and Contact InformationThank you for reading this blog post. If you enjoyed the episode, please subscribe and follow the podcast using the links below:Apple Podcast: Apple Podcast LinkSpotify: Spotify LinkWe are looking forward to your feedback!

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, streamline business processes, and drive customer retention. You’ll walk away with actionable insights into how data and AI can deliver real business value while maintaining a human touch.About the GuestMohan is an accomplished leader in Customer Analytics and Insights. He currently heads the function at Upwork within the CX organization. With over 12 years of extensive experience spanning the financial services, technology, and consulting sectors, Mohan has honed his expertise in Data Analytics and Insights.Throughout his career, Mohan has built decision-making systems and solutions that address complex customer problems and drive product innovation. His role at Upwork allows him to leverage data to uncover critical insights, shaping strategies that enhance customer experiences and business outcomes.Mohan’s passion for utilizing data to solve real-world problems and his commitment to driving product innovation make him a valuable asset to any organization. His deep understanding of customer behavior and market trends positions him as a thought leader in the CX space, continually striving to elevate customer experience standards through data-driven insights.Relevant Linkshttps://www.linkedin.com/in/mohankrishnamannavaThe Top 3 Key LearningsAI and Hyper-Personalization: AI enables hyper-personalized experiences by tailoring content and interactions based on customer preferences and behavior, significantly improving retention and satisfaction.Connecting CX Metrics to Business Outcomes: Companies must track CX metrics like NPS and tie them back to revenue, customer retention, and business value.Balancing Technology with Human Empathy: While AI can streamline and optimize customer service, maintaining a human touch is critical to ensuring empathy and meaningful connections with customers.Top 3 Quotes"The key to exceptional customer experience isn’t just about having the most advanced technology; it’s about finding the perfect balance between technological innovation and human empathy.""AI and machine learning can help us understand what drives customer retention or churn and allow businesses to focus on what needs improvement for meaningful outcomes.""Behind every data point is a real person with real emotions and real needs. We should let AI augment human capabilities, not replace them."Chapters00:00 Introduction and Guest Presentation 02:30 Values and Drivers 04:02 Role of AI and Machine Learning in Business 06:30 Specific Examples of AI Integration 09:08 Connecting Metrics to Business Outcomes 13:43 Skills for Staying Relevant in CX 18:25 Exciting Trends in AI and ML 21:32 Ethics in AI and ML 25:24 Future of CX and Final Thoughts 29:51 Closing RemarksThank you for reading! We’d love your feedback. Don’t forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:Apple PodcastSpotify

In this episode of the CX Goalkeeper Podcast, Jonathan Stutz shares his journey and insights on building inclusive leadership cultures within organizations. As the author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, Jonathan outlines actionable steps that leaders can take to foster diversity, equity, and inclusion in the workplace. From personal anecdotes to practical advice, this episode is packed with valuable lessons on leadership and the importance of creating a sense of belonging for all employees. Don’t miss this episode if you're passionate about developing inclusive leadership and driving organizational success.About the GuestWith 25+ years leading inclusion, diversity, equity, and cross-cultural management at Microsoft, Amazon, and Zulily, I now lead a consulting practice supporting organizations committed to building a culture of belonging for their employees. I most recently published my first book, Daily Practices of Inclusive Leaders. My company, Global Diversity Partners, has a mission to help organizations navigate uncomfortable topics and cultural dilemmas with graceful conviction, challenge the status quo, and achieve the improvements they seek.Relevant Linkshttps://Inclusivepebbles.com https://www.linkedin.com/in/jstutz https://www.linkedin.com/in/eddiepate Globaldiversitypartners.net https://eddiepate-speaking.com/The Top 3 Key LearningsThe Power of Belonging: Creating a culture of belonging for employees leads to higher commitment and loyalty, improving customer experience. Employees who feel seen and valued are more motivated to deliver excellent service.Daily Practices Matter: Inclusion isn’t about massive initiatives but daily, intentional actions. These small steps, like one-on-one meetings focused on inclusion, help create lasting cultural change.Inclusive Leadership Drives Success: Diverse teams outperform homogeneous teams and inspire more creativity and innovation. Inclusion, diversity, and equity should be central to an organization’s leadership strategy.Chapters00:00 Introduction and Guest Presentation 01:14 Jonathan's Values and Personal Journey 05:43 Discussion on the Book "Daily Practices of Inclusive Leaders" 08:35 Creating a Culture of Belonging 10:24 The Importance of Feeling Belonging 13:37 Addressing Microaggressions and Building a Speak-Up Culture 17:35 Integrating Inclusion into the Employee Lifecycle 17:55 The Business Case for Diversity and Inclusion22:10 Future of AI and Customer Experience 24:01 Contact Information and Final ThoughtsI hope you find this blog post helpful for your WordPress content. Please let me know if you’d like any adjustments! Don’t forget to follow and subscribe to the podcast:Apple PodcastSpotifyLooking forward to your feedback!

In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact.About the GuestDr. Tom DeWitt is the founder and Director of CXM@MSU, an industry-facing entity designed to advance the field of customer experience management through initiatives such as monthly online roundtable discussions and industry conferences. He's also the architect and Academic Program Director of North America's first master of science degree in customer experience management (MS-CXM). Arguably the highest credential globally in customer experience management, the MS-CXM degree is the first academic degree in customer experience management at an accredited university in the United States.Relevant Linkshttps://www.linkedin.com/in/tom-dewitt-ph-d-5076093The Top 3 Key LearningsSpeak the Language of the C-suite: CX leaders must align their goals with business KPIs such as revenue, cost, and market share. It’s not enough to focus on NPS and CSAT; CX leaders need to demonstrate how CX impacts the company’s bottom line.Invest in Formal CX Education: The lack of structured, formal education in CX has left many leaders unprepared. Organizations must move beyond short-term certifications and invest in programs with the depth and breadth of skills required to drive sustainable CX transformations.Embrace Global Perspectives: Living and working abroad offers unique insights into customer behaviors across cultures. CX practitioners who engage internationally can broaden their understanding of universal customer needs and how organizations globally address them.Chapters00:00 Introduction and Guest Presentation 00:29 Background of Tom DeWitt 02:47 Identifying the Skill Gap in CX Leadership 06:11 Challenges with Current CX Education and the Need for Academic Programs 09:41 Details of the Master's Program at Michigan State University 12:20 The Importance of Employee Experience and Engagement 14:51 Corporate Support for CX Education 16:32 Future of CX Skills Development 23:59 Conclusion and Final Thoughts 24:18 Contact Information and Closing RemarksKeywordsCX leadership, customer experience management, C-suite communication, CX education, customer experience skills gap, Michigan State University CX program, Tom DeWitt CX, CX goals, CX transformation, CX strategy, customer-centric organizations, CX KPIs, ROI of CX, AI in customer experience, global CX perspectives, employee engagement in CX.Feedback Request Thank you for reading! I’d love your feedback on this blog post and how we can continue to bring you more valuable content. Be sure to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform never to miss an episode!YouTubePodcast PageApple PodcastSpotify

In this episode of the CX Goalkeeper Podcast, we explore how emotional intelligence (EI) can dramatically improve customer experience (CX) and employee performance. Michael Mattson, an expert in emotional intelligence, shares his valuable insights on harnessing EI to create stronger human connections within teams and with customers. He emphasizes how emotionally intelligent leadership builds trust, empathy, and psychological safety, which leads to enhanced team dynamics and better customer interactions. If you want to learn how to elevate your leadership and CX game, this episode is a must-listen!About the GuestMichael Mattson is a trailblazing customer experience leader transforming the insurance landscape by putting empathy at the core of every interaction. As a Manager of Customer Experience at a major insurance company, Michael harnesses his entrepreneurial background and emotional intelligence to give customers a commanding voice in driving innovation and cultivating unshakable loyalty.With a diverse skillset spanning Lean Six Sigma, project management, and servant leadership, Michael's true genius lies in forging profound emotional connections. He leverages this superpower to step into customers' shoes, anticipate their needs, and deliver experiences that surpass expectations, fueling unprecedented growth and success.As a recognized thought leader and the Chief Empathy Officer at Walk A Mile CX, Michael is igniting a revolution to create a more human-centered future for the insurance industry. By championing empathy as the ultimate catalyst for business results, he is paving the way for organizations to build customer-obsessed cultures that propel them to new heights. With his visionary approach and unparalleled ability to blend technical expertise with emotional intelligence, Michael redefines what it means to put customers first.​​​​​​​​​​​​​​​​Relevant Linkshttps://www.linkedin.com/in/michaelcmattson/ https://walkamilecx.com/The Top 3 Key LearningsSelf-awareness is the foundation of emotional intelligence. Leaders must start with self-reflection and understand their own emotional responses before they can lead effectively.Empathy drives stronger customer interactions: Listening and understanding customers' emotions beyond their immediate needs is critical to creating a meaningful CX.Psychological safety boosts team performance: Teams that feel safe and supported are more innovative, resilient, and capable of delivering outstanding CX.Chapters00:00 Introduction and Guest Presentation 02:43 Michael Mattson's Values and Approach 05:23 Building Emotional Intelligence in Teams 12:03 The Role of Emotional Intelligence in Customer Interactions 15:56 Examples of Organizations with Emotional Intelligence 21:14 Measuring the Impact of Emotional Intelligence 26:27 Future of Emotional Intelligence and Final ThoughtsThank you for tuning in to this episode of the CX Goalkeeper Podcast! We'd love to hear your thoughts and feedback. What resonated with you the most? Feel free to leave a comment, and don’t forget to follow and subscribe to the podcast using the links below to stay updated on future episodes:Apple PodcastSpotifyStay tuned for more insightful discussions on leadership, customer experience, and more!

In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn’s insights are game-changers for any organization looking to excel in CX and boost revenue. Don’t miss out on these actionable tips that can reshape how you lead your CX initiatives!About the GuestLynn Hunsaker built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She served as an international board member of the Customer Experience Professionals Association, award-winning Silicon Valley American Marketing Association president, and two-term president of the San Francisco Bay Area Association for Psychological Type. Lynn taught 25 graduate and undergraduate courses at UC Berkeley UC Santa Cruz Extensions, San Jose State University, and Mission College. She was the first in the world to receive CXPA’s authorized trainer status for an online certification exam course. Customer experience professionals in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more. Relevant Linkshttps://ClearAction.com https://LinkedIn.com/in/lynnhunsaker https://Twitter.com/clearactionThe Top 3 Key LearningsCX is a Team Sport: Every department impacts customer experience, whether directly or indirectly. Leadership must ensure that all teams are aligned toward customer success.Motivation Through Value: Employees must see how their work directly impacts the customer and the company's bottom line. Aligning rewards with customer-focused outcomes creates long-term motivation.Collaboration is Key: Breaking down silos and encouraging cross-departmental teamwork is essential to delivering seamless CX and improving overall business performance.Chapters00:00 Introduction and Guest Presentation 03:05 Values Driving Lynn's Professional Life 04:16 Breaking Silos in CX Initiatives 06:27 Strategies for Cross-Departmental Collaboration 08:10 Increasing Motivation and Nurturing Collaboration 11:29 Building Universality in Projects 14:58 Tying CX to Business Key Performance Indicators 18:20 Counseling and Support for Employees 23:11 Organizational Learning and DebriefingFollow the podcast, rate, and review it. ...and enjoy the discussions: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast: https://www.cxgoalkeeper.com/Podcast