Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper had the great opportunity to interview Deirdre Martin LinkedIn Headline: Website & Marketing Strategies that actually work | Clarify your brand's message | StoryBrand Certified Guide | Customer Experience Coach/Trainer | EQ Certified | Sales & Performance Coach| Best-Selling Author Highlights: 00:00 Game Start 00:33 Deirdre's introduction 01:21 Deirdre's values 03:04 Banding definition 07:13 Why is branding so important? 12:24 Preferred examples 19:24 Where to start 21:34 what was the impact of COVID-19 to branding? 24:04 which are the biggest mistakes that companies are doing in relation to branding 26:23 In 10 years time from now, what we're discussing about in relation to customer experience 28:52 Deirdre's book suggestion 30:39 Deirdre's contact details 31:01 Deirdre's golden nugget and much more on https://www.cxgoalkeeper.com/DeirdreMartin #cxgoalkeeper #customerexperience #podcast #leadership #branding

The CX Goalkeeper had the great opportunity to interview Anand Janefalkar LinkedIn Headline: Founder & CEO at UJET Highlights: 00:00 Game Start 00:53 Anand's intro 02:23 Anand's values 04:55 UJET.cx 11:07 human interaction has evolved. So Should your contact centre 12:44 Proactive Services 16:11 The role of Cloud 23:35 The Future of CX 25:58 Anand's book suggestion 27:17 Anand's contact details 27:29 Anand's Golden Nugget and much more on https://www.cxgoalkeeper.com/ujet #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Joe Pine LinkedIn Headline: Speaker, management advisor, and author of such books as The Experience Economy, Infinite Possibility, Authenticity, and Mass Customization. Highlights: The progression of the economic value Mass Customization Measuring memorabilities The future of CX Joe's Golden Nugget and much more on https://www.cxgoalkeeper.com/JoePine

The CX Goalkeeper had the great opportunity to interview Colin Shaw LinkedIn Headline: Global Influencer in Customer Experience & Marketing | Financial Times Award For Leading Consultancy For Last 4 Years | Host of 'The Intuitive Customer' in Top 5% | Best-selling Author x 7 | Conference Speaker Highlights: 00:00 Game Start 00:51 Colin's introduction 06:19 Colin's values 08:31 The customer satisfaction index 09:56 No single silver bullet in customer experience 11:04 Customer Science 15:29 Data 21:49 Behavioral science 31:08 Artificial Intelligence 35:44 An example: Apple 37:19 The Future of CX 38:40 Colin's book suggestion 40:04 Colin's contact details 41:08 Colin's Golden Nugget and much more on https://www.cxgoalkeeper.com/ColinShaw #cxgoalkeeper #customerexperience #podcast #leadership #artificialintelligence #data #customerscience #behaviouralscience

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