Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper had the great opportunity to interview Zhecho Dobrev LinkedIn Headline: Author | Customer Experience and Behavior Science Consultant & Trainer Highlights: 00:00 Game Start 00:37 Zhecho's introduction 01:56 His values 04:16 Where does the idea of writing such a book come from? 07:39 why did you decide to write about emotions? 09:51 The emotional signature 16:41 Where should companies start if they need to care about emotions? 18:51 Restructuring surveys to cover also emotions 21:37 What should business do from a strategical point of view? 22:19 Seven business practices for an emotional connection 23:02 The most remarkable example 25:27 Customer Science 29:29 The future of Customer Experience 31:37 Zhecho book suggestion 32:21 His contact details 32:55 Zhecho's Golden Nugget and much more on https://www.cxgoalkeeper.com/ZhechoDobrev #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Bill Staikos LinkedIn Headline: Highlights: 00:00 Game Start 00:33 Bill's introduction 03:51 Bill's value 06:15 What is the intersection between Customer Experience and Employee Experience? 09:21 Why is this intersection getting more and more important? 14:05 Experience design, insights & Culture 16:11 How to leverage insights to improve this intersection 20:37 what are the key elements on experience design? 23:59 what are the most important points to nurture a positive genuine culture? 27:39 Some examples 29:23 The future of CX 32:46 Book suggestion 34:05 Contact Details 34:42 Bill's Golden Nugget and much more: www.cxgoalkeeper.com/BillStaikos #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Timothy Hughes LinkedIn Headline: Should have Played Quidditch for England Highlights: 00:00 Game Start 00:45 Timothy's introduction 02:00 Timothy's values 03:31 which changes have taken places over the last few months in relation to digital and customer experience? 10:04 How do you define social selling in the right way? 17:23 Customer Experiences from Tim's point of view 20:28 How to differentiate between SPAM and social selling 26:09 The future of CX 28:07 Book suggestion 29:22 Contact details 30.05 Tim's Golden Nugget and much more... Thank you, Tim. #cxgoalkeeper #customerexperience #podcast #leadership #socialselling

The CX Goalkeeper had the great opportunity to interview Carsten Ley LinkedIn Headline: OKR | Project | Agile & Experience Consultant | Keynote Speaker for Engagement & Getting things done Highlights: 00: Game Start 00:29 Carsten's Introduction 01:28 Carsten's Values 01:59 OKR Definition 04:27 from KPIs to OKRs 11:15 Starting with OKRs 14:31 ORK with an A at the end "Actions" 17:49 How is it possible to steer, measure and ensure that the results get really achieved? 21:08 The right culture 23:25 OKR in Customer Experience 27:18 The future of CX 28:42 Book Recommendation 29:14 Contact Details 29:29 Carsten's Golden Nugget and much more #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Adam Toporek LinkedIn Headline: Helping organizations win with experience! ► Customer Service Expert ✪ Keynote Speaker ✪ Trainer ✪ Strategic Advisor Highlights: 00:00 Game Start 00:50 Adam's introduction 03:09 Which values drive you in life? 04:24 it's never too late to win with CX 07:35 how do you define defense and attack in customer service? 09:38 how is it possible to prevent hassle for customers? 14:02 employee empowerment 19:08 3S Process and the CATER Process 22:52 Employees remuneration 26:13 The Future of CX 28:32 Adam's book suggestion 29:35 Adam's contact details 30:01 Adam's Golden Nugget and much more #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Ilenia Vidili LinkedIn Headline: Customer Centricity Advisor | Author of Journey to Centricity | Keynote Speaker Highlights: 00:00 Game Start 00:32 Ilenia's Introduction 02:27 Ilenia's Values 04:22 Where does the idea from your book come from? 07:15 The balance between maximizing profit and humanizing business 11:51 Purpose & how can companies reshape their purpose to pursue customer centricity 17:41 Empathy 22:11 Is it possible to train empathy? 24:33 Trust 28:44 Ilenia's biggest learning from the book 29:34 The future of Customer Experience 30:48 Ilenia's book suggestion 31:17 Ilenia's contact details 31:47 Ilenia's Golden Nugget and much more on https://www.cxgoalkeeper.com/IleniaVidili #journeytocentricity #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Rebecca Brown LinkedIn Headline: Award-Winning Customer Experience Consultant | Anti-bullying Advocate | Keynote Speaker | Feature Writer | Highlights: 00:00 Game Start 00:32 Rebecca's introduction 03:10 Rebecca's values 04:21 What's your understanding of diversity and inclusion in customer experience? 06:13 Are people only speaking about it, or are also applying the lesson that we can learn from diversity and inclusion? 09:02 What is the value added of diversity and inclusion? 13:14 Who is the owner of diversity & inclusion? 15:25 how could we measure the improvement in this area? 18:34 do you have a good example that you say this is nowadays best in practice in diversity and integration? 20:35 how can I contribute to D&I on a daily basis? 23:31 The future of CX 25:23 Rebecca's book suggestion 27:10 Rebecca's contact details 27:29 Rebecca's Golden Nugget and much more on: https://www.cxgoalkeeper.com/RebeccaBrown #customerexperience #cxgoalkeeper #podcast #leadership #diversity #inclusion

The CX Goalkeeper had the great opportunity to interview Jonathan Daniels LinkedIn Headline: Leading Customer Centric Transformations. Highlights: 00:00 Game Start 00:36 Jonathan's introduction 03:14 Jonathan's value 04:45 Where did where did the idea of a CX Centric Maturity Assessment come from? 08:34 How is it structured? 11:26 why it's important to understand where we are (the as-is situation)? 16:51 Is it possible to excel in some of these 8 categories? Or is it better to improve all at the same time? 18:32 The future of CX 20:43 Book Suggestion 22:09 Contact details 23:49 Jonathan's Golden Nugget more on: www.cxgoalkeeper.com/JonathanDaniels2 #customerexperience on: www.cxgoalkeeper.com/JonathanDaniels2

The CX Goalkeeper had the great opportunity to interview Mandisa Makubalo LinkedIn Headline: Founder & Principal Practitioner at Unlimited Experiences SA Highlights: 00:00 Game Start 00:46 Mandisa's introduction 01:48 Mandisa's value 02:55 The idea of the article "5 Steps On How To Set Up Your CX Business Unit" 05:59 Overview of the article "5 Steps On How To Set Up Your CX Business Unit" 07:17 The 4 tips 10:51 The meaning of Design for Value 14:38 The 5 steps described in "5 Steps On How To Set Up Your CX Business Unit" 25:52 The masterplan 28:42 The future of CX 30:36 Mandisa's book suggestion 32:35 Mandisa's contact details 33:37 Mandisa's Golden Nugget and much more https://www.cxgoalkeeper.com/MandisaMakubalo Thank you, Mandisa. #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Ricky Harris LinkedIn Headline: Chartered Institute of Customer Management, Call Centre, Customer Services Master classes Highlights: 00:00 Game Start 00:32 Ricky's introduction 03:34 Ricky's values 05:26 The CX landscape in South Africa 7:36 What can we learn from South Africa 12:49 The role of the Chartered Institute of customer management 19:19 Continuous Education & the most requested skills 21:36 The future question (CX in 10 years) 26:29 Ricky's book suggestion 31:28 Ricky's contact details 32:39 Ricky's golden nugget and much more on https://www.cxogoalkeeper.com/RickyHarris #cxgoalkeeper #customerexperience #podcast #leadership