Business Transformation Pitch with The CX Goalkeeper

“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. The discussion with Dan was split in 2 episodes. This is the first one... stay tuned for the second one next week. In this episode you will learn: - What remarkable experiences are and why they are relevant - The required balance between acquisition and retention - The concept of the leaky bucket … and much more Looking for more? www.cxgoalkeeper.com/DanGingiss How to contact Dan: https://twitter.com/dgingiss https://dangingiss.com/ Thank you, Dan! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Only in the dictionary “success” comes before “work” The CX Goalkeeper had a smart discussion with Filippo Poletti Filippo Poletti is one of THE TOP VOICE OF LINKEDIN in Italy. He is an Italian journalist and a digital communication manager. In this episode you will learn about: - His book “Time for IoP”, the importance of having an Intranet of People - The link between branding and music - the importance of understanding that we are a people business - How to achieve the Intranet of Value … and a lot more Please don’t forget Filippo’s latest book: “Grammatica del nuovo mondo” (language: Italian) More on: www.cxgoalkeeper.com/FilippoPoletti #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Trust the frontline! They are the ambassadors and the scouts. The CX Goalkeeper had a smart discussion with Chip Bell Chip Bell is a World-Renowned Authority On Customer Loyalty And Service Innovation The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube. The discussion was split in 2 episodes. This is the second one... In this episode you will learn all about the book: Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity … and much more His book suggestion: - Purple Cow, Seth Godin Chip’s golden nugget: Trust the frontline! They are the ambassadors and your scouts. How to contact Chip: www.chipbell.com Thank you, Chip! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

The CX Goalkeeper had a smart discussion with Chip Bell Chip Bell is a World-Renowned Authority On Customer Loyalty And Service Innovation The discussion was split in 2 episodes. This is the first half. In this episode you will learn: - How to align privacy and personalization - The responsibility of impacting people’s life - The balance between generosity and curiosity - The role of customer service - how Chip Bell foresees the future of CX and Service … and much more. His book suggestion: - Purple Cow, Seth Godin Chip’s golden nugget: Trust the frontline! They are the ambassadors and your scouts. How to contact Chip: www.chipbell.com Thank you, Chip! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

The CX Goalkeeper had a smart discussion with Vincent Placer CEO of Colorado Group and ECXO Ambassador for the French Chapter The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube. In this episode we discuss about: - Some insights on the ECXO - to link costs and returns early in the innovation process - investing in CX leads to return in the medium and long run - understanding the cost to serve - the 3 fields to optimize costs … and much more His book suggestion: - Noise; Daniel Kahneman, Olivier Sibony, Cass R. Sunstein - Introductory Statistics; Thomas H. Wonnacott, Ronald J. Wonnacott Vincent’s golden nugget: «Join the ECXO!» How to contact Vincent: https://www.linkedin.com/in/vincentplacer/ Thank you, Vincent! Thank you, ECXO! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #ecxo #costmanagement

The CX Goalkeeper in collaboration with the ECXO had a smart discussion with Mario Sepp Mario is Owner and Founder of Gastspiel and an Ambassador of the ECXO. In this episode you will learn: some insights on the ECXO what are the relevant key components of a CX transformation where to focus on at the beginning … and much more His book suggestion: - The Lean Startup; Eric Ries - Service Design Thinking; Marc Stickdorn und Jakob Schneider - Service Design Doing; Marc Stickdorn , Markus Hormess, et al. Mario’s golden nugget: People are looking for people who keep promises. How to contact Mario: https://www.linkedin.com/in/mario-sepp-647813a0/ Thank you, Mario! #customerexperience #leadership #cxgoalkeeper #ecxo #podcast

The CX Goalkeeper had a smart discussion with Mary Drumond Chief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX. I split the discussion in 2 episodes, the first one went live last week! In this episode: - How to operationalizing empathy - Focus on identifying impact as the frequency is relative (superb example from Mary here :) - Changing expectations are also relevant, the market is so fast (Blackberry example) - The purchase decisioning process is steered by tangible drivers: price, quality and relationship AND intangible drivers: social proof and brand identification. Her book suggestion: "Thinking fast and thinking slow", Daniel Kahneman Mary’s golden nugget: “Focus on IMPACT, understand perceptions. Putting your customers at the center of your operations always pay off!” How to contact Mary: - https://worthix.com/ - https://www.linkedin.com/in/marydrumond/ Mary’s podcast: - https://blog.worthix.com/category/voices-of-cx-podcast/ Thank you, Mary! Mentioned in the discussion with Mary: Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian Golding And the book: Influence, The Psychology of Persuasion, Robert B. Cialdini #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #empathy #feedback

The CX Goalkeeper had a smart discussion with Mary Drumond Chief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX. I split the discussion in 2 episodes, stay tuned also for the second part next week! In this episode: - Customers are bombarded by requests for feedback - Asking customers for feedback mean asking for their time - Feedback is a gift - Common mistakes: surveys are too long, are focused on the company interests, and they don’t provide insights on how strongly the experience is affected - Big companies need tech solutions to elaborate the feedback … and much more How to contact Mary: - https://worthix.com/ - https://www.linkedin.com/in/marydrumond/ Mary’s podcast: - https://blog.worthix.com/category/voices-of-cx-podcast/ Thank you, Mary! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast Mentioned in the discussion with Mary: Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian Golding And the book: Influence, The Psychology of Persuasion, Robert B. Cialdini

The CX Goalkeeper had a smart discussion with Imtiaz Bellary Imtiaz is SVP Product and Customers at ENGATI. In this episode you will learn about: - Engati’s success story: Engaging through automation and intelligence - With a customer interactions you can achieve more than only solving customer issues, you can engage with them - some real examples on how Engati helped 2 companies - Loyalty is built on the long term - Two major trends - Where Engati will be in 2030 … and much more His book suggestion: Good to Great; J. Collins Imtiaz’s golden nugget: “Always prioritize long term impact over short term benefits” How to contact Imtiaz: https://www.linkedin.com/in/imtiaz-bellary-29ba9b23/ https://www.engati.com/ Thank you, Imtiaz! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

The CX Goalkeeper had a smart discussion with Mark Hamill Mark Hamill is the CEO of ARCET Global The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify, and Stitcher as well as a WEBCAST on YouTube. In this episode we discuss: - about ARCET Global - Culture is a big topic nowadays - The importance of Recognition - Customer Centricity World Series will take place in May 2022 - some criterias to identify which awards are “good” - There is zero loyalty in Awards. … and much more His book suggestion: The Dichotomy Of Leadership: Balancing The Challenges Of Extreme Ownership To Lead And Win; Jocko Willink Mark’s golden nugget: People and culture are the most important things. How to contact Mark: - https://www.linkedin.com/in/markhamill1/ - https://arcetglobal.com/ - https://customercentricityworldseries.com/enter-now/ Thank you, Mark ! #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast Mentioned in this episode: Rosaria Cirillo, Markus Von Kloeden