Business Transformation Pitch with The CX Goalkeeper

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

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