Business Transformation Pitch with The CX Goalkeeper

In this enlightening episode of the CX Goalkeeper Podcast, we dive into the transformative power of technology in enhancing customer experience. Our special guest, Federico Cesconi, co-author of Sandsiv+, shares his insights on how artificial intelligence (AI) and machine learning are revolutionizing the customer experience landscape. Federico, CEO of Sandsiv, takes us through his journey of creating a universal framework for Customer Experience Management. He emphasizes the importance of doing what you love and how this principle guides his work. We also delve into an intriguing discussion about an article Federico wrote, using AI to detect pitfalls in Disneyland Paris's customer journey in less than 60 seconds. We explore the "secret ingredient" in Federico's solution - a framework that integrates large language models into existing IT environments. Federico shares how AI can handle the "dirty jobs," freeing up professionals to focus on strategic activities that require human intelligence. We also touch on the future of customer experience management, Federico's book "Start with the Customer," and his golden nugget of advice: "Prioritize happiness; wake up excited for the day, go to bed satisfied with your accomplishments, regardless of financial success." This episode is packed with valuable insights and innovative ideas that are sure to inspire C-Levels, transformation experts, and CX professionals. Tune in to revolutionize your approach to customer experience management. Don't forget to subscribe to the CX Goalkeeper Podcast for more insightful episodes. Share it with your network to help us grow our community of CX enthusiasts. Your support means the world to us!

In the recent episode of the CX Goalkeeper Podcast, Gregorio Uglioni engaged in an insightful discussion with Marcus Köhnlein, a seasoned expert in digital transformation and customer experience. The conversation traversed the landscape of digital transformation, its profound impact on customer experience, and the leadership required to steer these initiatives. Marcus is a seasoned expert and thought leader in the realm of digital transformation. With a wealth of experience and a robust portfolio of successful transformation projects, Marcus has honed his understanding of what it takes to navigate the digital landscape effectively. In this episode, we dive deep into the intricacies of digital transformation. Marcus shares his unique insights on how businesses can leverage modern technology to enhance customer experience and foster a culture of innovation. We discuss the role of leadership in steering these transformations and explore the ways in which customer experience is evolving in the digital age. Stay tuned as we embark on this enlightening journey with Marcus Köhnlein, unveiling the secrets to mastering digital transformation. Highlights: 00:00 Introduction 00:43 Introduction of Guest Marcus Köhnlein 01:25 The Importance of Digital Transformation 02:18 Understanding Customer Experience in the Digital Age 03:27 Marcus Köhnlein's Journey in Digital Transformation 04:36 Leadership's Role in Digital Transformation 05:15 First Break and Recap 06:47 Deep Dive into Digital Transformation Strategies 08:44 How to Foster a Culture of Innovation 10:49 Marcus Köhnlein's Success Stories 12:25 Key Challenges in Digital Transformation 13:01 Overcoming Barriers and Resistance to Change 14:25 Role of Customer Feedback in Transformation 15:45 How to Measure the Success of Transformation Efforts 17:51 The Future of Digital Transformation 19:36 Final Thoughts and Closing Remarks from Marcus Köhnlein 29:00 Book Recommendation 29:23 Contact Details 30:26 Golden Nugget: Key Takeaways from the Episode ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership

It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they’re customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all.Episode Chapters00:00 Game Strat01:09 Bruce Temkin introduces himself02:01 Bruce shares the values that drive his life03:50 Discussion on Experience Management06:44 The difference between CX and XM08:37 Bruce shares the six laws of Experience Management14:33 Bruce's favorite law of Experience Management16:11 Key leadership lessons from Bruce's career21:04 Bruce's vision for the future of Experience Management30:02 How to contact Bruce30:39 Bruce's golden nuggetmore on: https://www.cxgoalkeeper.com/brucetemkiinYou can connect with Bruce on Twitter, LinkedIn, or visit the XM Institute for more insights on Experience Management.ABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership

Welcome back to another episode of the CX Goalkeeper Podcast! In this episode, we're thrilled to have Rob Dwyer, a seasoned expert in the contact center and BPO industry, join us for a deep dive into the world of customer experience. Rob shares his journey from the mortgage business to his current role, where he's making a difference in the lives of customers and employees alike. He also gives us a glimpse into his podcast, Next in Queue, and shares a memorable shopping experience that turned a routine checkout into a game show! We discuss the importance of prioritizing customer experience, the delicate balance between speed and quality in service delivery, and how to foster an innovation mindset in contact centers. Rob also shares his insights on employee engagement and retention, and the role of leadership in creating a cohesive team. This episode is packed with valuable insights and advice for anyone interested in customer experience and leadership in the context of contact centers and BPOs. 🔔 Subscribe for more: https://www.cxgoalkeeper.com/podcast Connect with Rob Dwyer: LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/ Twitter: https://twitter.com/in_queue Timestamps: 00:00 Game Start 01:00 Introduction 01:59 Sharing of Personal Values 03:40 Introduction to "Next in Queue" Podcast 04:35 A Unique Shopping Experience Story 07:28 Impact of the Shopping Experience Story 09:56 Discussion on Five Essential Songs 11:03 Prioritizing Customer Experience in Contact Centers and BPOs 16:15 Balancing Speed and Quality in Service Delivery 19:57 Fostering an Innovation Mindset in Contact Centers 22:37 Involving Employees in the Innovation Process 25:05 Employee Engagement and Retention in Contact Centers 28:08 Coaching the Leadership Team in Contact Centers 30:00 Golden Nugget: "The secret sauce is about relationships." #CXGoalkeeperPodcast #CustomerExperience #ContactCenters #BPO #RobDwyer #NextInQueue #CustomerService #Innovation #Leadership SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn

The CX Goalkeeper had the great opportunity to interview Justin Robbins LinkedIn Headline: Founder & Principal Analyst at Metric Sherpa Highlights: 00:00 Introduction 00:46 Topic of energizing and motivating people in customer experience transformation 01:52 Introduction of Justin Robbins 02:58 Justin Robbins on his values and integrity 03:57 Discussion on Justin's passion for barbecuing 05:15 The gap between customer experience aspirations and delivery 07:30 Coping with the gap and making an inventory of broken promises 08:29 Challenges of standardization and personalization in customer experience 08:59 Finding energy in contact centers and design teams 11:21 Cultivating a growth mindset and continuous learning 11:50 Justin's energy and motivation in his work 14:05 Importance of community and curiosity 14:45 Discussion on CX Accelerator community 16:33 Embracing the unexpected and having a growth mindset 18:52 Connecting with others, curiosity, and leveraging data for success 22:25 Future conversations on human component of customer experience 23:21 Three pieces of advice: be a connector, be curious, leverage metrics 27:06 Reflection on conversations in 10 years from now 27:34 Book recommendation: "Lead the Field" by Earl Nightingale 29:30 Contacting Justin Robbins 30:09 Justin's golden nugget: Consistency in the little things 32:06 Conclusion and audience feedback and much more Justin's Contact Details: https://www.linkedin.com/in/justinmrobbins/ https://metricsherpa.com/ justin@metricsherpa.com mobile: +1 757-429-4357. https://twitter.com/justinmrobbins ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Nate Brown LinkedIn Headline: Senior Director of CX at Arise, Co-Founder of CX Accelerator Building Engaging Communities with Nate Brown Highlights: 00:00 Game Start 01:26 Nate's Introduction 03:52 Nate's Values 05:42 CX accelerator 09:02 Here for real 10:54 Biggest Learnings 14:03 The role of communities 17:31 The role of communities in relation to CX 24:55 Nurturing communities 29:52 Strengthening 33:38 The Future 36:03 Book suggestion 37:55 Golden Nugget and much more Nate's Contact Details: https://www.linkedin.com/in/cxaccelerator/ https://www.cxaccelerator.com/ https://twitter.com/CXAccelerator https://www.arise.com/ ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Uku Tomikas LinkedIn Headline: Delivering reliable and secure business messaging while fighting fraud! Hit me up and let's talk #businessmessaging #SMS #Viber #RCS #Whatsapp Highlights: 00:00 Game Start 00:28 Uku's Introduction 04:29 Uku's Value 06:27 Messente's Value Prop 09:20 Messaging Platforms 11:27 The Messente Platform 15:41 Engagement Rate 21:12 Case Study 24:44 CEO Key Learnings 26:43 Book Suggestion 27:41 Contact Details 28:53 Golden Nuggets and much more Uku's Contact Details: https://www.linkedin.com/in/ukutomikas/ https://messente.com/ ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Michael Lewrick LinkedIn Headline: Bestselling Author | Speaker | Senior Advisor | Trainer Highlights: 00:00 Game Start 01:16 Michael's Introduction 02:19 Michael's Values 03:23 His passion for design thinking 05:13 Why 4 books? 08:00 Defining Design Thinking 11:50 Exploiting the power of Design Thinking 13:27 Leveraging Design Thinking in private life 16:17 Design Thinking Toolkit 18:55 Design thinking for business growth 21:07 A real example 23:32 Design thinking and innovation metrics 27:11 AI to measure innovation 29:10 The Future 30:14 Book Suggestion 31:28 Contact Details 31:51 Golden Nugget and much more Michael's Contact Details:https://www.linkedin.com/in/michael-lewrick/link to the design thinking book brandstore: https://amzn.to/3Wd8ztc ABOUT ME:https://www.cxgoalkeeper.com SUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Melanie Mingas LinkedIn Headline: Editor-in-chief, CX Network, IQPC Digital Highlights: 00:00 Game Start 00:34 Melanie's introduction 01:51 Melanie's Values 03:01 The Evolution of CX 05:57 Digital CX 12:39 Data 17:40 Conversational AI 21:06 Automation 23:30 Sustainability 27:16 The Impact on CX Professionals 31:29 The Future 33:46 Book Suggestion 35:43 Contact Details 36:09 Golden Nugget and much more Melanie's Contact Details: Melanie.Mingas@iqpc.com https://www.linkedin.com/in/melanie-mingas-8351b817/ https://www.linkedin.com/company/cx-network/ https://twitter.com/CX_Network https://www.instagram.com/cx.network/

The CX Goalkeeper had the great opportunity to interview Neal Topf LinkedIn Headline: Customer Experience | Contact Center / Customer Care | Podcast Highlights: 00:00 Game Start 00:49 Neal’s introduction 02:00 Neal’s values 04:23 Operations Transformation 09:44 cohesive and high performing teams 12:19 Speed, satisfaction and resolution 15:34 Prioritising CX 17:47 Innovation 21:03 Continuous Improvement 22:23 Leadership learnings 28:49 The Future 30:51 Book Suggestion 31:41 Contact Details 32:49 Golden Nugget and much more Neal's Contact Details: https://www.linkedin.com/in/nealtopfcustomerexperience/ https://www.callzilla.cx/