Business Transformation Pitch with The CX Goalkeeper

In this podcast, the guest Sirte Pihlaja, CEO and CX expert, discusses the power of Lego Serious Play and its role in unleashing creativity and innovation in business. They also talk about the future of customer experience, the launch of a CX management benchmarking tool, and the importance of tapping into our innate creativity.

The CX Goalkeeper had the great opportunity to interview Neha Dutta LinkedIn Headline: Award Winning Transformation Executive I Digital Client Success I Customer Experience I CHIEF Member Highlights: 00:00 Game Start 00:35 Neha's Introduction 02:09 Neha's Values 04:19 Employee Experience 05:49 Key Components 09:18 Employee enablement 11:47 Keeping employees engaged 15:40 Best Practices 18:20 Generations Integration 20:52 Artificial Intelligence for employees 24:42 The Future 26.05 Book Suggestion 28:01 Contact Details 28:33 Neha's Golden Nugget and much more https://www.cxgoalkeeeper.com/NehaDutta Neha's Contact Details: https://www.linkedin.com/in/neha-dutta-5303a18/ 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 Shaun McAndrew LinkedIn Headline: Highlights: 00:00 Game Start 00:34 Shaun's Introduction 02:50 Shaun's Value 03:51 B2B satisfaction shocking satisfaction scores 06:49 Customer Centricity in B2B 09:04 Service Design 12:44 Customer Needs 16:11 Streamlining Processes 20:05 Enhancing Service Quality 22:38 Creating an offering journey 24:46 Best Practices 26:43 Breaking Silos 29:45 Learnings 31:36 The Future 32:49 Book Suggestion 33:57 Contact Details 34:15 Golden Nugget and much more Shaun's Contact Details: shaun at theservicedesigngroup.com https://www.linkedin.com/in/shaunmcandrew/ 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 Dr. Natalie Petouhoff LinkedIn Headline: WSJ Best Selling Author, Speaker, Board Member, Expert In Residence, Strategist in AI, CX and EX Highlights: 00:00 Game Start 00:58 Natalie's introduction and values 04:17 Definition of Empathy 08:28 Empathy in Action equation 14:07 5th Industrial Revolution 18:26 Customers and Employees are not on the balance sheet 21:27 Applying Empathy In Action 23:52 Getting a Common Understanding 29:08 Where to start 31:20 Measuring progress 34:42 The Future Question 36:51 Contact Details 37:59 Natalie's Golden Nugget and much more on https://www.cxgoalkeeper.com/NataliePetouhoff Natalie's book - Empathy In Action - is available on Amazon https://www.amazon.com/gp/product/1646870433/ Natalie's Contact Details: https://www.drnatalienews.com/ https://www.linkedin.com/in/drnataliepetouhoff/ 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 Cristian Grossmann LinkedIn Headline: CEO at Beekeeper || 👷🏽‍♂️The Frontline Success System👷🏻‍♀️ Highlights: 00:00 Game Start 00:57 Cris Grossmann's introduction 01:23 Cris Grossmann's values 02:21 Beekeeper 03:45 The Frontline workers 05:37 Their role in society 06:43 The needs of Frontline workers 08:46 The hotel story 12:44 Digitalization and Frontline workers 14:46 An engagement tool 16:58 The frontline experience 20:38 The Future 21:50 Book Suggestion 22:47 Contact details and much more on https://www.cxgoalkeeper.com/CristianGrossmann 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 Greg Melia LinkedIn Headline: CEO at Customer Experience Professionals Association (CXPA) Highlights: 00:00 Game Start 00:38 Greg Melia's Introduction 02:58 Greg Melia's Value 04:18 The roots of the CXPA 07:43 Focusing on the Customer and not on definitions 11.02 Connecting with the outside world 16:09 Purpose led companies 18:26 Culture 20:40 CX Day 24:23 The Future of CX 27:36 Contact Details 29:28 Greg's Golden Nugget and much more on https://www.cxgoalkeeper.com/GregMelia 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 Nick Lygo-BakerAre You Listening To The Whole Picture with Nick Lygo-Baker - E122 from Customer Experience 3 by Writing MattersLinkedIn Headline: CX Strategy and Transformation - Chief Customer Experience Officer. Fine Tuning Customer and Employee Experience to Drive Business Performance Improvement. #CXMechanicHighlights:00:00 Game Start00:40 Nick's introduction01:43 Nick's values02:34 Listening to customers05:31 Every customer is different07:32 Five voices12:52 Voice of the Market14:52 Voice of The Customers - Best practices17:50 Voice of The Employees - Best practices24:34 Bringing all the pieces together28:40 The Future33:28 Book Suggestion34:50 Golden Nuggetand much more on https://www.cxgoalkeeper.com/NickLygoBakerABOUT 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

Unlocking the ROI of CX - Making its Business Case The CX Goalkeeper had the great opportunity to interview Jessica Noble LinkedIn Headline: Transformation Strategy & Execution | Organizational Change & Org Design | Customer & Employee Experience | C-level Advisor | Author | Speaker | MBA, CCXP, PMP, MCP | Highlights: 00:00 Game Start 01:06 Jessica's Introduction 02:57 Jessica's Values 03:56 Profit Margins 05:39 Return On Investment ROI 06:46 How to quantify it 9:36 Heroes vs. It depends 11:25 Too many options 15:24 A good example 16:52 It's not possible to measure everything 21:45 Communication 26:13 Future 29:02 Book Suggestion 31:19 Jessica's Golden Nugget and much more on https://www.cxgoalkeeper.com/JessicaNoble 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 Faran Niaz LinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder-CX FUTURE | Awards JUDGE | Motivation & KEYNOTE Speaker Highlights: 00:00 Game Start 01:12 Faran's introduction 02:15 Faran's values 04:12 Return On Investment 08:04 Return On Experiences 09:59 Leadership Experience 17:45 Measuring it 25:52 Communicating within the company 32:39 The Future 35:57 Book Suggestion 37:11 Contact Details 37:52 Faran's Golden Nugget and much more on https://www.cxgoalkeeper.com/FaranNiaz3 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 Hrushi KulkarniLinkedIn Headline: XM Scientist | ex-CXPA Regional Council Member | CXAD (Dip) | Certified CX Practitioner | Storyteller | Speaker | Trainer | MBAHighlights:00:00 Game Start00:35 Hrushi's introduction02:23 Hrushi's values03:12 Why is ROI important?05:09 How to quantify ROI?09:30 It's not always about money12:21 Proving the importance of CX13:16 Communicating the value16:04 Collaboration19:28 How to get the "GO"24:14 The future26:11 Book Suggestion27:21 Contact Details27:57 Hrushi Golden Nuggetand much more on https://www.cxgoalkeeper.com/HrushiKulkarniABOUT 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 #returnoninvestment #transformation