Business Transformation Pitch with The CX Goalkeeper

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/

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