Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper had the great opportunity to interview Jill Raff LinkedIn Headline: Expert Insights Turning Employees Into Advocates and Customer Magnets Consultant, Speaker, Show Host, Author, CEO/Founder of Jill Raff Group, LLC Highlights: * 00:00 Game Start * 01:00 Jill's introduction * 05:00 Jill's values * 06:19 EX2CX definition * 8:03 the importance of employee experience * 10:15 Inside-Out Methodology * 18:03 The 3 "Es" plus one E * 23:15 Jill's Definition of Employee Experience * 25:10 What are we discussing in Employee Experience in 10 years from now? * 27:09 Employees: Partners and not "being depending" * 28:15 Jill's contact details * 30:28 Jill's book suggestion * 31.59 Jill's Golden Nugget * 33:25 Game End … more on: www.cxgoalkeeper.com/jillraff Jill's Contact Details: -https://www.jillraff.com/ - https://www.linkedin.com/in/ex2cx-expert/ - https://www.youtube.com/channel/UC5Zr7Espyc1cM08zXwKmxiA Thank you, Jill. #customerexperience #employeeexperience #cxgoalkeeper #podcast #leadership #ex2cx

The CX Goalkeeper had the great opportunity to interview Rick DeLisi LinkedIn Headline: Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World" and "The Effortless Experience" Highlights: 00:00 Game Start 00:56 Rick's Introduction 02:13 The Effortless Experience & experience engineering 06:40 Rick's Values 08:10 The weakness of book "the effortless experience" 11:40 Automation, Collaboration & Communication 16:05 The importance of talking to a customer service agent 20:40 The combination of technology and psychology 21:42: The evolution of customer service 23:40 what we are going to discuss in 10 years time about CX 25:19 Is the effortless experience the perfect one? 27:57 The Digital Customer Service Book 28:40 Rick's Contact Details 29:27 Rick's Book Suggestion 31:20 Rick's Golden Nugget … and much more more on: www.cxgoalkeeper.com/RickDeLisi Guest's Contact Details: https://www.linkedin.com/in/rick-delisi-1122257/ Thank you, Rick. #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Ozkan Demir. LinkedIn Headline: Chief Executive Officer - Pisano Highlights: 00:00 Game Start 00:50 Ozkan's Introduction 02:20 Ozkan's Values 04:30 His view of the CX landscape "The Total Experience" 06:49 Key ingredients for such a great success story 13:03 What are customers asking to Pisano? 15:11 The role of the team and some insights to nurture it 20:20 Coach or teammate? 20:50 What we are discussing in 10 years about Customer Experience? 25:33 Ozkan's contact details 28:28 Ozkan's "non" book suggestion 30:25 Ozkan's Golden Nugget … and much more find more on www.cxgoalkeeper.com/OzkanDemir Guest's Contact Details: https://www.linkedin.com/in/ozkanaykutdemir/ Pisano friends https://twitter.com/ozkanaykutdemir Thank you, Ozkan.

The CX Goalkeeper had the great opportunity to interview Neil Skehel LinkedIn Headline: MBA, CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM, (Customer Experience Magazine). NED The Future Shaper Media Company. Highlights: 0:00 Game Start 1:30 Neil’s Introduction 2:30 Neils’ values 6:35 Key success ingredients of Awards International 13:30 The definition of success 16:30 The role of Neil 20:16 The role of a coach in football 21:00 Governance 22:25 Neil’s key learnings in leadership 28:02 Neil’s contact details 28:35 Book’s Suggestion 31:33 Neil’s Golden Nugget … and much more Neil's Contact Details: https://www.linkedin.com/in/neilskehel/ https://awardsinternational.com/ https://cxm.co.uk/ for additional information: www.cxgoalkeeper.com/NeilSkehel2 Thank you, Neil. #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Claire Boscq LinkedIn Headline: Turn People & Places into Prosperity using my BIZSHUI Method, blending Feng Shui Principles with Business & Personal needs Highlights: 00:00 Game Start 01:15 The Book BIZSHUI 9 keys to Feng Shui your Business For Success 08:20 Employee Experience - the Hiring Circle 16:24 Tangible examples to improve the environment 21:03 The day challenge for me (and for you!) 23:15 Employee Development and Training 28:45 The importance of Listening 31:40 Claire contact details 2:30 Claire book suggestion 34:18 Golden Nugget … and much more Claire's Contact Details: https://www.claireboscq.com/ https://www.linkedin.com/in/claireboscq/ more details: www.cxgoalkeeper.com/ClaireBoscq Thank you, Claire!

The CX Goalkeeper had the great opportunity to interview Claude Silver LinkedIn Headline: Chief Heart Officer at VaynerMedia (CHRO)/Chief People Officer) Highlights: 0:00 Game Start 00:45 Claude's Introduction 01:55 Claude's values 04:09 Claude ingredients for success 6:20 The Role of Human Being in Business 7:43 Claude's definition of her own success 10:00 Where to start with employee experience 14:04 Definition of Employee experience ("you are moving the ball down the field") 15:49 Scoring a goal alone it's not so funny as scoring them together 18:53 something Claude tried and didn't work 20:30 what we are speaking about in 10 years 21:15 Claude contact details 22:35 Claude book suggestions 23:29 Claude golden nugget ... and much more Claude Contact Details: * https://www.claudesilver.com/ * https://www.linkedin.com/in/casilver/ Claude's Podcast - Emotional Intelligence - stop here and subscribe her podcast!!! * https://podcasts.apple.com/us/podcast/emotional-optimism-living-in-the-silver-lining-podcast/id1441782924 * https://open.spotify.com/show/3fAXOkGMiGKuYmsrJfrX5m for more information: www.cxgoalkeeper.com/ClaudeSilver Thank you, Claude. #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Ryo Zsun LinkedIn Headline: The Culture Maestro at Zappos | Speaker | Company Culture | Customer Experience Highlights: 00:00 Game Start 01:00 Ryo's introduction 02:30 Ryo's values 03:38 Why are you working for Zappos? 06:22 What motivate you and all the Zapponians to deliver WOW every day? 07:40 How you wow-ed your customers? (internal example) 10:08 The definition of Service Excellence 11:30 Customer Service examples 18:45 Why calling Zappos? 20:15 Is there a next level in service for Zappos? 22:41 The future of Customer Service 24:15 Book Suggestion 26:41 Ryo's contact details 27:45 Ryo's Golden Nugget 28:41 End of the Game … and much more all information on: www.cxgoalkeeper.com/RyoZsun Ryo's Contact Details: www.zappos.com https://www.linkedin.com/in/ryozsun/ Ryo's Golden Nugget: “…if I had to give you a thought to put in your mind, ask yourself… How will I Wow today?” Thank you, Ryo. #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #zappos #wow

The CX Goalkeeper had the great opportunity to interview Faran Niaz LinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader 2021 | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder – CX FUTURE | Int’l CX Awards Judge | Keynote Speaker Highlights: 00:00 Introduction 01:01 Which is the last experience you remember? and why? 07:42 Which is the most human interaction with a company you have experienced? 12:58 Which is an interaction with a company which was perfectly supported by technology? 16:05 Which is one experience with a company you will never forget? 20:50 When was the last time you said “I want to talk with your supervisor / manager / CEO”? 25:18 closing For additional information: www.cxgoalkeeper.com/FaranNiaz2 Faran Contact Details: https://www.linkedin.com/in/farann/ Thank you, Faran! #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Alex Mead LinkedIn Headline: Chief Customer Service Experience Officer - Transforming omnichannel CX across contact centre, digital, social & physical channels - Leading teams which innovate across all customer activities - CRM, AI, Data, Analytics Highlights: 0:00 Game Start 1:41 Alex's introduction 3:08 Alex's view on the CX landscape 6:20 Alex's two bad experiences 10:18 Definition of service excellence - the definition of EPIC service 13:10 The Role of CX Professional 17:15 The missing skills in the CX community 26:25 In 10 years time what we are speaking about in relation to Customer Experience and Customer Service Experience? 29:30 Alex's book suggestion 31:12 Alex contact details 31:30 Alex's Golden Nugget 32:39 Game End For more details: www.cxgoalkeeper.com/AlexMead Guest's Contact Details: https://www.linkedin.com/in/alexmead/ alex maed at sky dot com Thank you, Alex. #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview RON KAUFMAN Ron's LinkedIn Headline: New York Times Bestselling Author "UPLIFTING SERVICE" | Customer Experience & Service Culture Expert | Keynote Speaker This discussion was split in 2 episodes. On April 4th, the first episode went live Highlights: 00:00 Service Process & Service Perception 6:11 Measurement of service quality 9:35 The future of service ("A customer is anyone who is not me") 13:30 Book suggestion 15:50 Contact details 17:20 Ron's Golden Nugget ... and much more Ron's Contact Details: * https://www.ronkaufman.com * https://www.linkedin.com/in/ronkaufman/ * https://www.youtube.com/user/ronkaufman Thank you, Ron! more information: www.cxgoalkeeper.com/RonKaufman2 First episode: www.cxgoalkeeper.com/RonKaufman1 #cxgoalkeeper #customerexperience #podcast #leadership #service #care