Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper had the great opportunity to interview Miles C. Thomas LinkedIn Headline: Chief Experience Officer - Creating Customer Centric Companies -Global customer service & experience leader - Contributing author CX3 - Chair of CX Judges - Top CX Influencer 2021/22 Highlights: 00:00 Game Start 01:18 Miles' Introduction 02:28 Miles' Values 04:10 Holistic Experiences 05:10 The Holistic Experiences Model: CX Strategy, Leadership & Culture, Customer Intelligence, Employee Empowerment & Experiences and Service Experience 09:35 Assessment & Next steps 10:40 The biggest potential is in Customer Intelligence 11:25 The defining of a great Service Experience 13:55 The Role of Employees 15:20 Leadership & Culture - Servant Leadership 17:00 What does happen after the assessment of the 5 pillars? 19:22 What we are discussion about CX in 10 years? 21:55 Miles' book suggestion 22:30 Miles' contact details 23:05 Miles' Golden Nugget and much more... www.cxgoalkeeper,com/MilesCThomas2 His Contact Details: https://www.linkedin.com/in/milesct/ https://www.customerstart.com/ Thank you, Miles! #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Dennis Wakabayashi LinkedIn Headline: Global Voice of #CX | Connector of people and resources to transform business | Digital Marketing Instructor | Author | Industry MC and Keynote Speaker Highlights: 00:00 Game Start 00:24 Dennis' introduction 01:00 Dennis' values 02:30 My family 05:00 My passion for soccer 07:30 The role of the goalkeeper 10:15 The collaboration with guests & the related preparation 13:10 The investment & the related reward - celebrating the CX community 17:10 The 3 podcasts that really stand-out among the first 80 episodes Faran Niaz - the most number of downloads Claude Silver - the most number of feedbacks The next podcast 22:40 The highlights of my career 22:08 Dennis' conclusion 30:00 Dennis' contact details 31:22 Dennis' Golden Nugget … and much more on www.cxgoalkeeper.com/DennisWakabayashi Dennis' Contact Details: www.denniswakabayashi.com Thank you Dennis #customerexperience #cxgoalkeeper #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Sandra Thompson LinkedIn Headline: Founder of the Ei Evolution CX & EX Consultancy| CX & EX Educator| 1st Goleman Emotional Intelligence Coach in the UK| TEDx speaker| Applied CX & EI course lead| Contributing author to PUNK XL Highlights: 00:00 Game Start 00:55 Sandra's Introduction 02:10 CX3 03:25 Sandra's Values 06:00 Definition of Emotional Intelligence (EI) 08:35 Sandra's preferred two components of EI 10:50 The most difficult competency to explain 13:05 The most underrated competencies 14:35 The place of emotions in business 22:05 Link among emotions, employee experience and loyalty 28:50 What are we going to discuss in 10 years related to EI in employee experience 31:40 Sandra's Book Suggestion 32:55 Sandra's Contact Details 33:45 Sandra's Golden Nugget … and much more on www.cxgoalkeeper.com/SandraThompson Sandra's Contact Details: https://www.linkedin.com/in/cxeisandra/ https://www.eievolution.com/ Thank you, Sandra! #cxgoalkeeper #customerexperience #podcast #leadership #emptionalintelligence #eievolution

The CX Goalkeeper had the great opportunity to interview Rick Denton LinkedIn Headline: Customer Experience Transformation | 🎤Podcast Host - CX Passport🎧 | Keynote Speaker | I believe the best meals are served outside & require a passport Highlights: 00:00 Game Start 00:30 Rick's introduction 03:00 Rick's Values 05:40 What is changing and what is not changing in CX 08:25 Total Voice of Customers 17:40 Your Frontline knows your customers better than you 21:25 The COVID excuse 24:20 The Future of CX in 10 years 28:14 Book Suggestion 29:40 Contact details 30:40 Rick Golden Nugget and more on: www.cxgoalkeeper.com/RickDenton Rick's Contact Details: https://www.linkedin.com/in/rickdenton/ https://www.ex4cx.com www.totalvoc.com www.cxpassport.com Thank you, Rick. #cxgoalkeeper #customerexperience #podcast #leadership #cxpassport #totalvoc

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