Business Transformation Pitch with The CX Goalkeeper

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 11th, the second episode will be live Highlights: 00:00 Game Start 1:35 Ron Kaufman's Introduction 4:30 Ron's 6 personal values 7:30 Service, Care and Love 8:40 The Grandma story at the Kindergarten 9:40 Uplifting Service 10:30 The definition of Service 14:15 Pillars of the Service Culture 18:30 Excellent Service vs. Service Culture ... 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/RonKaufman1 Second episode: www.cxgoalkeeper.com/RonKaufman2 (available starting from April 11th 2022) #cxgoalkeeper #customerexperience #podcast #leadership #service #care

The CX Goalkeeper had the opportunity to interview Ricardo Saltz Gulko Customer & Employee Experience & Customer Success - Services - Data-Driven Transformation, Lead Design & Innovation, Change & Growth - Founder of the European Customer Experience Organization (ECXO) The game with Ricardo: 00:00 Game Start 1:30 Ricardo Gulko Saltz introduction 5:30 The ECXO 6:59 The Vision of the ECXO 9:40 Simplification in Customer Experience 20:25 How to cope with the increasing complexity 29:15 Ricardo's book suggestion 31:10 Ricardo's contact details 32:40 Ricardo's Golden Nugget Ricardo Contact details: * https://www.eglobalis.com/ * https://www.linkedin.com/in/ricardogulko/ * www.ecxo.org/individuals Thank you Ricardo! find out more: www.cxgoalkeeper.com/ricardosaltzgulko #cxgoalkeeper #customerexperience #podcast #leadership #ecxo

The CX Goalkeeper had the great pleasure to interview Petko Tinchev from Gemseek Petko Tinchev: CEO at GemSeek | Predicting future behaviour by fusing what customers say and do | CX impact acceleration Highlights: 0:00 Kickoff
 0.49 Petko Tinchev's introduction 
1:51 Petko's career
 4:16 Petko's core values
 6:49 Impact of Customer Experience 
11:35 Three examples (tangible solutions which are awards winning): proactive, predictive analysis & digital twins)
 16:26 How to convince companies on pioneering some new solutions
 20:56 How to assess the impact on the solutions implemented (financial, social, sustainability)
 26:27 Contact details
 28:25 Book suggestion 
30:10 Golden Nugget Petko contact details: * https://www.linkedin.com/in/petko-tinchev-3a69689/ * https://gemseek.com/ Thank you Petko! more information on: www.cxgoalkeeper.com/PetkoTinchev

The CX Goalkeeper had a smart discussion with Dr. Brian Harman Coaching Executives Into High-Trust Leaders Who Earn 41% More In 3 Months Using The Signature BMH Career & Leadership Accelerator Highlights: 1:30 Brian's Introduction 4:27 Brian’s TEDx Talk “How to use humor to build trust” 7:13 Digital working and how to improve trust 8:45 Brian’s Forbes Article 9:08 Definition of trust 10:15 Performance, Equality, empathy and fun to create high trust teams 14:40 Failure rituals 17:05 Employee involvement to create cohesion 18:35 After the game 19:23 Book suggestion “Give and Take, Adam Grant 20:13 Brian’s Golden Nugget: "High Trust Hello" Contact details: https://www.linkedin.com/in/drbrianharman/ https://www.bmhallmark.com/ https://www.forbes.com/sites/forbescoachescouncil/people/brianmharman/ https://www.ted.com/talks/brian_harman_how_to_use_humor_to_build_trust more information on: www.cxgoalkeeper.com/BrianHarman

The CX Goalkeeper had a smart discussion with deBBie Akwara deBBie is a CX Start-Up CEO, a Global CX Thought Leader & Influencer, a CX Entrepreneur, Practitioner & Educator and Humanitarian Key topics discussed is the competency framework required to deliver CX Success Business goal understanding & CX diagnostics. CX goal alignment with the business goal. CX goal alignment with internal stakeholders (other functions or departments). CX improvement design, deployment and measurement. CX Inspiration, motivation and reporting. CEM institutionalization i.e. embedding company-specific tried and tested CEM practices in company culture and business operations. Achieve business goal + attain projected CX maturity status + increase CEM capabilities additional information: www.cxgoalkeeper.com/deBBieAkwara Thank you deBBie!

The CX Goalkeeper had a smart discussion with Jeannie Walters Founder and CEO of Experience Investigators, Customer Experience Speaker, Trainer, Podcast Host. In this episode you will learn: - Customer experience is more than a customer journey map or a Net Promoter Score. - It creates fewer ruined days for customers - CX is all about 3 things: a mindset, a strategy and a discipline … and much more more information: www.cxgoalkeeper.com/JeannieWalters

The CX Goalkeeper had a smart discussion with Michael Bartlett. Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues. We discussed about in the 2 episodes with him: cataloging priyome (“well established principles and patterns”) if you know the enemy, it makes easier because you know what to do about it the Iceberg Model and how to leverage it The importance of understanding goal and social frictions when creating experiences the Endless Waiting Local optimization The key takeaways from the books what will Customer Experience look like in 10 years time … and much more Thank you, Michael! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast Additional information: www.cxgoalkeeper.com/MichaelBartlett2

The CX Goalkeeper had a smart discussion with Michael Bartlett. Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues. We discussed about the key takeaways from the book in 2 episodes. Today, I published the first one, next week the next one. some highlights: cataloging priyome (“well established principles and patterns”) if you know the enemy, it makes easier because you know what to do about it the Iceberg Model and how to leverage it The importance of understanding goal and social frictions when creating experiences the Endless Waiting Local optimization … and much more Thank you, Michael! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast Additional information: www.cxgoalkeeper.com/MichaelBartlett

There Are More Male CEOs With The Name “John” Than Women CEOs The CX Goalkeeper had a smart discussion with Clare Muscutt Member-centered community designer, she brings together women in customer experience from across the globe to collaborate, inspire, learn from, and support each other to succeed In this episode you will learn: - Women in CX (WiCX) – the fastest growing community built through co-creation - The Mission of WiCX - The secret ingredients of creating an extremely engaged community - It’s not about exchanging people at the decisioning table, it’s about making the table bigger. … and much more more information: www.cxgoalkeeper.com/claremuscutt Thank you, Clare! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

“Find your slice of cake & a candle and transform it into chocolate box & a sparkler” The CX Goalkeeper had a smart discussion with Dan Gingiss Dan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a Podcaster This is the second episode. The first one was published last week. In this episode you will learn about: - Dan’s latest book: The Experience Maker: how to create remarkable experiences that your customers can’t wait to share - how the get WISER - 5 key words to create remarkable experience: - the definition of WISER – Witty, Immersive, Shareable, Extraordinary and Responsive - the “Dubrovnik Principle” … and much more additional information: www.cxgoalkeeper.com/dangingiss2 Thank you, Dan! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast