Business Transformation Pitch with The CX Goalkeeper

In this game-changing episode of the CX Goalkeeper Podcast, join us as we explore the dynamic intersection of AI and Customer Experience with industry expert, Ashish Santhalia. Discover how AI is not just enhancing but revolutionizing the way businesses interact with their customers. Ashish dives deep into the impact of AI-driven tools on agent performance, customer satisfaction, and the overall CX landscape. Learn about the transformative power of data-driven insights, the future trends in AI and CX, and how to effectively balance technology with the human touch. Ashish's unique perspectives provide invaluable guidance for anyone looking to navigate the evolving world of customer experience. 🎧 Tune in now to gain cutting-edge insights and elevate your CX strategy! Follow the CX Goalkeeper Podcast for more insights into leadership, digital transformation, and the future of customer experience. Let's keep the conversation going! Episode Page: https://www.cxgoalkeeper.com/AshishSanthalia Podcast Page: https://www.cxgoalkeeper.com/Podcast About me: https://www.cxgoalkeeper.com/Aboutme CX Goalkeeper Podcast (audio) Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast (video) YouTube: https://www.youtube.com/@cxgoalkeeper #CXGoalkeeper #CustomerExperience #AIinCX #DigitalTransformation #Podcast #Leadership #BusinessInnovation"

🚀 Welcome to a groundbreaking episode of the CX Goalkeeper Podcast! Today, we're joined by Alyona Medelyan, CEO of Thematic, who shares her expert insights on how AI is transforming customer experience. 🔍 In this episode, Alyona delves into: AI's Role in Customer Feedback Analysis: Discover how AI can sift through customer feedback to provide actionable insights. The Essence of Net Promoter Score: Unravel the importance of NPS in gauging customer loyalty and satisfaction. Creating Custom Taxonomies: Learn about the power of personalized feedback analysis for deeper customer understanding. 🌟 Why Listen?: This episode offers valuable strategies and insights to enhance your customer experience strategies through AI. After listening, think about how AI could revolutionize your approach to customer experience. We'd love to hear your thoughts! 🔗 Follow and Subscribe: Don't miss out on future insights! Follow us on your favorite podcast platform and subscribe for updates on new episodes. Episode Page: https://www.cxgoalkeeper.com/AlyonaMedelyan Podcast Page: https://www.cxgoalkeeper.com/Podcast About me: https://www.cxgoalkeeper.com/Aboutme CX Goalkeeper Podcast (audio) Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast (video) YouTube: https://www.youtube.com/@cxgoalkeeper

Join us on the CX Goalkeeper Podcast for 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 experience 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 making continuous improvements in customer experience, even in the face of limited resources. Key Quotes: "If you're not directly serving the customer, your job is to be serving someone who is." - Yan Carlson (shared by Jeremy Watkin)​​​​. "We keep making continuous small improvements... there's the end goal of having everything integrated. So it doesn't matter what channel a customer contacts us on." - Jeremy Watkin​​. Connect with Us: We love hearing from our listeners! Share your thoughts on this episode, and let's keep the conversation going. Connect with us at https://www.linkedin.com/in/gregorio-uglioni/ Follow the Podcast: Don't miss out on future episodes - follow the CX Goalkeeper Podcast on your preferred platform and join our growing community of CX enthusiasts. https://www.cxgoalkeeper.com/podcast #CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService

Welcome to another riveting episode of the CX Goalkeeper Podcast, where we delve into the art and science of customer experience (CX). In this episode, 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. Key Quotes: "Talk to a human being as your human being." "Let people be human in customer service." "Leaders need to do better in promoting authenticity." Golden Nugget: Alex shares his invaluable "golden nugget" about the essence of authenticity in customer experience leadership. Connect with Alex Mead: LinkedIn: Alex Mead LinkedIn Listen, 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. #CXGoalkeeper #CustomerExperience #AlexMead #AuthenticCX #CXLeadership #Podcast #CXInsights #EmpathyInService #CXStrategy #InnovativeCustomerService

Welcome to the CX Goalkeeper Podcast's special episode: Reflections & Predictions with CXPA Switzerland's Experts! In This Episode: Expert Insights: The board of the CXPA Switzerland: Michael Grund, Barbara Van Duin, Yukka Hekanaho, Anne-Laure Vaudan, and Beppe De Vincenti share their unique perspectives. 2023 in Review: A look back at AI integration, human-centered design, and business strategy alignment in CX. Predictions for 2024: Our panel discusses their hopes and predictions, focusing on deeper human connections and technological empowerment in CX. Why Listen? Gain invaluable insights from top CX leaders to elevate your strategies for 2024. Perfect for CX professionals, digital experts, and leadership roles. ✅ Subscribe & Share: Don't miss out on future episodes packed with CX wisdom. Subscribe now and share with your network to join our community of CX enthusiasts . Follow us on Your Preferred Podcast Platform for more transformative discussions.

Dive into the world of Customer Experience Community with the CX Goalkeeper Podcast's Holiday Season special! Host Gregorio Uglioni brings together a panel of CX All-Stars to reflect on the impactful trends of 2023 and forecast the exciting developments awaiting us in 2024. Featured Guests: Rob Dwyer, Dennis Wakabayashi, Claire Boscq, Paul Banks, Stacy Sherman, Rick Denton, and Nate Brown I asked 2 questions to every guest: Reflection on 2023 Preparing for 2024's challenges Whether you're a CX professional, a business leader, or just passionate about customer experience, this episode is packed with insights and strategies to help you stay ahead. Subscribe & Follow: Don't miss this opportunity to gain valuable CX insights. Subscribe to the CX Goalkeeper Podcast now and join our community of CX enthusiasts and professionals. Share your thoughts and continue the conversation online using #CXGoalkeeper! Key words: Customer Experience, CX Trends 2024, Leadership in CX, AI in Customer Service, Empathy in Business, Future of Customer Experience, CX Transformation, Customer Engagement Strategies, CX Podcast, Gregorio Uglioni, Rob Dwyer, Dennis Wakabayashi, Claire Boscq, Paul Banks, Rick Denton, Stacy Sherman, Nate Brown, CX All Stars, Customer Experience Innovation, Human-Centric CX, CX Predictions 2024, Digital Customer Service, CX Management, CX Thought Leaders, CX Insights, CX Strategy 2024, Customer Experience Podcast, Customer Service Trends, CX Leadership, AI and Empathy in CX, CX Future Predictions

Welcome to a groundbreaking episode of the CX Goalkeeper Podcast, where we dive deep into the world of AI and its impact on customer experience and leadership. In this episode, our host Gregorio Uglioni is joined by Paul Banks, an expert in AI and the Founder and Managing Director of Javelin content management. Get ready to explore the fascinating intersection of technology and humanity, and how it's reshaping the business landscape. About This Episode: Are you ready to unlock the secrets of balancing AI with the human touch in your business? Join us as Paul Banks shares his invaluable insights on integrating AI into customer experience and leadership. This episode is a treasure trove for professionals in CX, digital, customer service, and senior management, providing practical advice and visionary perspectives. Why Listen: Discover how AI can enhance, not replace, human interaction in business. Learn about the future of AI in retail and customer service. Gain insights into upskilling and adapting to an AI-driven workplace. Paul Banks' Contact Information: LinkedIn: https://www.linkedin.com/in/paul-banks007/ Connect with CX Goalkeeper: Follow us on your favorite podcast platform for more insightful discussions. Engage with us on social media: https://www.linkedin.com/in/gregorio-uglioni/ Subscribe to our podcast here on your preferred platform: https://www.cxgoalkeeper.com/podcast Don't miss out on this eye-opening conversation about the future of AI in business. Tune in to this Episode with Paul Banks for a compelling look at how AI is transforming customer experience and leadership. Listen, learn, and lead the change in your organization.

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. Featured Quotes: "Doing the right thing is essential for a sustainable, profitable organization." "Happy employees are the key to happy customers." "Customer expectations are a moving target, and staying ahead requires constant evolution." 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 on [your podcast platform link] and follow us on social media for the latest updates and expert insights into the world of customer experience. Hashtags: #CXGoalkeeperPodcast #CustomerExperience #BankingCX #Leadership #DigitalTransformation #RichDorfman #BusinessStrategy #EmployeeEngagement #CXInsights

In this enlightening episode of the CX Goalkeeper Podcast, we have the privilege of hosting Zarina Pasalic, a visionary leader in the realm of digital customer experience. With over two decades in the IT and telecommunications industry, Zarina brings a wealth of knowledge and insights that are indispensable for anyone looking to make strides in customer experience and digital transformation in B2B enterprises. What You'll Learn: The evolving landscape of digital customer experience in B2B and its convergence with B2C strategies. Key challenges and strategies in navigating digital transformation within B2B enterprises. The indispensable role of continuous research and customer insights in shaping effective CX strategies. Zarina's unique perspective on leadership and the importance of prioritizing people in achieving business success. Why Listen: Zarina's insights are a goldmine for professionals in customer experience, digital fields, customer service, and leadership. Her unique blend of expertise and practical advice provides listeners with actionable strategies and a deeper understanding of the nuances of customer experience in the digital age. Connect with Zarina: Engage with Zarina Pasalic on LinkedIn to delve deeper into her thoughts on digital CX and leadership. https://www.linkedin.com/in/zarina-pasalic/ Follow and Subscribe: Don't miss out on future episodes of the CX Goalkeeper Podcast. Subscribe now and join a community of professionals passionate about transformation, leadership, and customer experience. Follow us for the latest insights and trends that will empower your professional growth. https://www.cxgoalkeeper.com/podcast let's keep in touch: https://www.linkedin.com/in/gregorio-uglioni/ Your Feedback Matters: We love hearing from you! Share your thoughts, insights, or questions about this episode. Your feedback helps us bring more value to our listeners.

Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses. About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service. In This Episode, You Will Learn: How artificial intelligence is transforming customer service. The importance of a data-driven culture in modern businesses. Strategies for integrating AI with human intelligence to enhance customer experience. Jim Iyoob's unique perspective on the future of customer interactions. Key Quotes: "Quality's not a score. It's a behavior." – Jim Iyoob "You can't whack someone on bad data." – Jim Iyoob "Read an article a day." – Jim Iyoob Connect with Jim Iyoob: LinkedIn: Jim Iyoob Your Host: Gregorio Uglioni, host of the CX Goalkeeper Podcast Follow Gregorio for more smart discussions on CX, transformation, and leadership. https://www.linkedin.com/in/gregorio-uglioni/ Don't forget to subscribe to the CX Goalkeeper Podcast on your favorite platform. Share this episode with your colleagues who are passionate about customer experience and AI. Leave a review and let us know what you think!