Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper had the great opportunity to interview Dennis Snow LinkedIn Headline: Customer Service Keynote Speaker, Consultant, and Author Highlights: 00:00 Game Start 00:30 Dennis' introduction 03:31 Dennis' values 05:19 Disney, what are the key ingredients to be so successful in this magic world? 09:30 Disney is offering a great experience But let's quite expensive... 13:38 People want always to come back 14:47 How is it possible that cast members are always so friendly? 18:56 Onstage and backstage. 21:23 What can companies learn from Disney? 25:50 Talking about CX: what are we going to discuss about in 10 years? 28:24 Dennis' book suggestion 30:08 Dennis' Contact details 32:03 Dennis' Golden Nugget and much more on https://www.cxgoalkeeper.com/DennisSnow Guest's Contact Details: dennis AT snowassociates DOT com https://www.linkedin.com/in/dennissnow/ https://www.snowassociates.com #customerexperience #podcast #leadership #cxgoalkeeper

The CX Goalkeeper had the great opportunity to interview Marianne Rutz LinkedIn Headline: We're the Experts in Helping Fast-Growth SMEs Transform Their Call Centre Operations into Powerhouse Profit Centres | Podcaster | Speaker Highlights: 00:00 Game Start 01:01 Marianne's Introduction 03:44 Marianne's Values 06:12 Operational Excellence Definition 08:11 Are companies good enough? 13:52 Do you have enough people? 15:53 Quality Assurance 19:57 Measurement 24:54 The best short term measure to improve 27:14 The future of Operational Excellence 29:18 Book suggestion 30:41 Contact Details 32:00 Marianne's golden nugget and much more on https://www.cxgoalkeeper.com/mariannerutz Marianne's Contact Details: https://www.linkedin.com/in/marianne-rutz/ https://rutzconsulting.com/

The CX Goalkeeper had the great opportunity to interview Annette Franz LinkedIn Headline: Coach | Keynote Speaker | Author | Putting the "Customer" in Customer Experience Highlights: 00:00 Game Start 01:25: Annette Franz’s Introduction 02:42 Annette Franz’s Values 03:51 Where did the idea of the new book come from? 05:25 The 10 principles in the book 06:57 which principle did you enjoy writing the most? 09:29 which principle is the most undervalued rated? 12:53 the principle you forgot 16:11 which principle was for you the most difficult to write about? 17:13 which principle did you wrote as the first one? 18:11 What is for you the most important message out of out of the first chapter? (Culture) 19:41 What's the key message out of the second one leadership? 20:17 What's the key message out of the third chapter? 21:09 The future question (CX in 10 years) 23:39 Annette's contact details 24:20 Her book suggestion 24:54 Annette's golden nugget and much more on https://www.cxgoalkeeper.com/AnnetteFranz2 Annette's Contact Details: https://www.annettefranz.com https://cx-journey.com https://www.linkedin.com/in/annette-franz/ #cxgoalkeeper #customerexperience #podcast #leadership #winningonpurpose

The CX Goalkeeper had the great opportunity to interview Adrian Brady-Cesana LinkedIn Headliner: Customer Experience Executive, Author of The Four CX Pillars & Host of The CXChronicles Podcast Highlights: 00:00 Game Start 00:38 Adrian’s introduction 2:36: CX Chronicles 05:53 Adrian’s Values 11:04 The Team 18:43 The tools 25:12 The Processes 32:32 The Feedback 38:09 Adrian’s book suggestion 40:03 Adrian’s contact details 40:42 Adrian’s Golden Nugget and much more on: www.cxgoalkeeper.com/AdrianBradyCesana Adrian's Contact Details: https://www.linkedin.com/in/adrianbradycesana/ www.cxchronicles.com Adrian at CX chronicles.com Adrian's book: The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook https://www.amazon.com/gp/product/B086BJ6N6R/ref=dbs_a_def_rwt_bibl_vppi_i0 Thank you, Adrian. #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Bruno Guimarães LinkedIn Headline: CX Solution Strategist Brazil | Founder - Amigos do CX | CXPA Brazil Regional Council | Ironman Triathlete | CXMStars™2022 – Top 5 CX Influencer | International CX Judge | Ana Carolina and Bento Father Highlights: 00:00 Game Start 00:56 Bruno’s Introduction 03:25 Bruno’s Values 08:07 The phygital customer 15:13 The best out of the mix: digital & physical 18:30 What's your view now that we are speaking about Web 3.0 Virtual Reality augmented reality? 21:49 which is your preferred phygital experience? 26:41 Talking about Phigital Experiences: what are we going to discuss about in 10 years? 30:48 Bruno’s book suggestion 32:47 Bruno’s contact details 33:33 Amigos do CX 34:08 Bruno’s Golden Nugget 36:20 End of the Game and much more on: www.cxgoalkeeper.com/brunoguimaraes Bruno's Contact Details: https://www.linkedin.com/in/brunorguimaraes/ https://www.amigosdocx.com.br/ https://www.linkedin.com/company/amigos-do-cx/ Thank you, Bruno. #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Maxie Schmidt LinkedIn Headline: Vice President, Principal Analyst | Author | Keynote Speaker | Inspiring and Supporting Customer Experience Professionals Highlights: 00:00 Game Start 00:39 Maxie's Introduction 03:20 Maxie's Values 04:30 The broader CX landscape (Value, 07:28 Value for Customers 12:45 Different Value perception 14:37 How to measure the value created 16:52 How can we maximize the value for customers? 22:14 Best in class examples 24:38 additional best in class example related to customers' needs 26:40 What we are discussing in 10 years from now about CX 28:45 Maxie's Book Suggestion 30:30 Maxie's Contact Details 31:08 Maxie's Golden Nugget and much more on www.cxgoalkeeper.com/MaxieSchimidt Maxie's Contact Details: https://www.linkedin.com/in/maxieschmidt/ m schmidt at forrester dot com Thank you, Maxie! #cxgoalkeeper #customerexperience #podcast #leadership #forrester #value

The CX Goalkeeper had the great opportunity to interview Miles C. Thomas LinkedIn Headline: Chief Experience Officer - Creating Customer Centric Companies -Global customer service & experience leader - Contributing author CX3 - Chair of CX Judges - Top CX Influencer 2021/22 Highlights: 00:00 Game Start 01:18 Miles' Introduction 02:28 Miles' Values 04:10 Holistic Experiences 05:10 The Holistic Experiences Model: CX Strategy, Leadership & Culture, Customer Intelligence, Employee Empowerment & Experiences and Service Experience 09:35 Assessment & Next steps 10:40 The biggest potential is in Customer Intelligence 11:25 The defining of a great Service Experience 13:55 The Role of Employees 15:20 Leadership & Culture - Servant Leadership 17:00 What does happen after the assessment of the 5 pillars? 19:22 What we are discussion about CX in 10 years? 21:55 Miles' book suggestion 22:30 Miles' contact details 23:05 Miles' Golden Nugget and much more... www.cxgoalkeeper,com/MilesCThomas2 His Contact Details: https://www.linkedin.com/in/milesct/ https://www.customerstart.com/ Thank you, Miles! #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Dennis Wakabayashi LinkedIn Headline: Global Voice of #CX | Connector of people and resources to transform business | Digital Marketing Instructor | Author | Industry MC and Keynote Speaker Highlights: 00:00 Game Start 00:24 Dennis' introduction 01:00 Dennis' values 02:30 My family 05:00 My passion for soccer 07:30 The role of the goalkeeper 10:15 The collaboration with guests & the related preparation 13:10 The investment & the related reward - celebrating the CX community 17:10 The 3 podcasts that really stand-out among the first 80 episodes Faran Niaz - the most number of downloads Claude Silver - the most number of feedbacks The next podcast 22:40 The highlights of my career 22:08 Dennis' conclusion 30:00 Dennis' contact details 31:22 Dennis' Golden Nugget … and much more on www.cxgoalkeeper.com/DennisWakabayashi Dennis' Contact Details: www.denniswakabayashi.com Thank you Dennis #customerexperience #cxgoalkeeper #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Sandra Thompson LinkedIn Headline: Founder of the Ei Evolution CX & EX Consultancy| CX & EX Educator| 1st Goleman Emotional Intelligence Coach in the UK| TEDx speaker| Applied CX & EI course lead| Contributing author to PUNK XL Highlights: 00:00 Game Start 00:55 Sandra's Introduction 02:10 CX3 03:25 Sandra's Values 06:00 Definition of Emotional Intelligence (EI) 08:35 Sandra's preferred two components of EI 10:50 The most difficult competency to explain 13:05 The most underrated competencies 14:35 The place of emotions in business 22:05 Link among emotions, employee experience and loyalty 28:50 What are we going to discuss in 10 years related to EI in employee experience 31:40 Sandra's Book Suggestion 32:55 Sandra's Contact Details 33:45 Sandra's Golden Nugget … and much more on www.cxgoalkeeper.com/SandraThompson Sandra's Contact Details: https://www.linkedin.com/in/cxeisandra/ https://www.eievolution.com/ Thank you, Sandra! #cxgoalkeeper #customerexperience #podcast #leadership #emptionalintelligence #eievolution

The CX Goalkeeper had the great opportunity to interview Rick Denton LinkedIn Headline: Customer Experience Transformation | 🎤Podcast Host - CX Passport🎧 | Keynote Speaker | I believe the best meals are served outside & require a passport Highlights: 00:00 Game Start 00:30 Rick's introduction 03:00 Rick's Values 05:40 What is changing and what is not changing in CX 08:25 Total Voice of Customers 17:40 Your Frontline knows your customers better than you 21:25 The COVID excuse 24:20 The Future of CX in 10 years 28:14 Book Suggestion 29:40 Contact details 30:40 Rick Golden Nugget and more on: www.cxgoalkeeper.com/RickDenton Rick's Contact Details: https://www.linkedin.com/in/rickdenton/ https://www.ex4cx.com www.totalvoc.com www.cxpassport.com Thank you, Rick. #cxgoalkeeper #customerexperience #podcast #leadership #cxpassport #totalvoc