In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Eryc Eyl, author of Stop Engaging Employees, Start Making Work More Human. Eryc passionately shares insights on how shifting the focus from employee engagement to fostering a human-centered workplace can drive real results. He explores the importance of human dignity at work, the six critical disciplines of leadership, and the power of connection over conformity in organizations. If you're ready to rethink how you lead and how your employees engage, this episode is a must-listen!About the GuestEryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human for conglomerates, telecommunications, consumer packaged goods, nonprofit, governmental, and research organizations. Eryc has an MA from the University of Colorado, and a BA from Vassar College, as well as accreditations and certifications in workplace culture and change management, and has been a Certified Customer Experience Professional since 2014. Eryc believes in a world in which work isn’t just a four-letter word, but part of a path to greater human satisfaction, fulfillment, self-actualization, and flourishing, so he helps workplaces align their culture with strategic imperatives, and individuals integrate their work with a meaningful, fun, and fulfilling life. Eryc is also a storyteller, playwright, and DJ. His book, Stop Engaging Employees: Start Making Work More Human, was published in January 2024.Relevant LinksWebsite: www.ErycEyl.com LinkedIn: https://www.linkedin.com/in/eryceyl The Top 3 Key LearningConnection over conformity: Prioritizing personal connections in the workplace unlocks more value and creativity than rigid adherence to rules.Empathy as the foundation: Understanding your employees' needs and challenges is the first step toward building a thriving workplace.Empowerment drives results: Equipping employees with the necessary tools and autonomy results in a more engaged and productive workforce.Chapters00:00 Introduction and Guest Presentation 03:25 Discussion on Employee Engagement 05:29 Explanation of Leadership Disciplines 08:43 Importance of Empathize 11:33 Leadership Examples and Misconceptions 17:53 Balancing Performance and Human-Centricity 21:10 Eric’s Golden NuggetThe best of Transformation, Leadership, and Customer Experience from The CX Goalkeeper podcast. Connect with me and enjoy the discussions: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast: https://www.cxgoalkeeper.com/Podcast

In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the actual value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in.About the GuestWith over three decades of experience, Patty has been a CX practitioner, consultant, and analyst. She led dysfunctional organizations through change management to profitability. She found significant financial benefits using the CX discipline, such as more profitable sales and lower expenses.Using customer-centric business strategies, Patty created cultures, advised organizations to adopt CX, and analyzed CX best practices.Relevant Linkshttps://www.linkedin.com/in/pattysoltisThe Top 3 Key LearningsAlign CX with Business Strategy: To gain executive buy-in, CX efforts must align with the company's core strategy and demonstrate a direct impact on profitability.Blend Qualitative and Quantitative Data: Effective CX leaders combine customer feedback with business metrics to provide a comprehensive view that resonates with the C-suite.Focus on Value, Not ROI: Rather than attempting to prove ROI, CX professionals should demonstrate the value of their initiatives by showing how they drive business outcomes.Chapters00:00 Introduction and Guest Presentation03:13 Aligning CX Initiatives with C-Suite Priorities07:15 Challenges of Aligning CX with Company Strategy08:44 Effective Methods for Aligning CX with C-Suite Expectations12:00 Leveraging Data and Storytelling in CX16:52 Empathy and Influence in CX Leadership18:42 Overcoming Barriers in CX and Proving Value22:35 Future of CX and Technology24:04 Conclusion and Contact InformationI hope you found this episode summary insightful! If you enjoyed this content, please follow and subscribe to the CX Goalkeeper Podcast for more expert discussions on customer experience, transformation, and leadership. Your support helps us continue to bring you valuable insights from top industry leaders.Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKThank you for listening, and don't forget to share this episode with your network!

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, top companies' strategies to create loyal customers, and how to apply these insights to elevate your brand.About the GuestDr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world’s leading expert on brand love, and the winner of the Stetik Group Brand Relationship Award for research with the greatest impact on marketing practice. His popular book, The Things We Love, has been named by Amazon as a “best business book.” A Stanford University study ranked him in the top 2% of all scientists worldwide. He has been on the Oprah Winfrey Show and consulted for Google, Amazon, L'Oréal, Samsung, Maybelline, Procter & Gamble, Audi, General Motors, Microsoft, Ford, GfK Market Research, and others.Relevant Linkshttps://www.BrandLoveCentral.comhttps://www.linkedin.com/in/aaronahuvia/The Top 3 Key LearningsPersonification is Powerful: Humanizing or linking your brand to a beloved individual can significantly enhance customer emotional connections.Customer Experience is Crucial: High-quality products alone aren't enough; the customer experience must be enjoyable to spark emotional attachment.Brand Love Equals Loyalty: Whether mild or intense, emotional connections lead to greater brand loyalty and can significantly impact your bottom line.Chapters00:00 Introduction and Guest Presentation 01:00 Introduction of Aaron Ahuvia 02:39 Values and Research Focus 03:58 Experience with Oprah Winfrey 06:30 Explanation of Brand Love 09:32 Ways to Create Brand Love 17:44 Case Studies and Examples 24:37 Measuring and Improving Brand Love 26:55 Future of Brand Love 31:34 Conclusion and Contact Information We'd love to hear your feedback! Did you enjoy this episode? Follow and subscribe to the CX Goalkeeper Podcast for more insightful discussions.Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGK

In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today’s fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience landscape.About the GuestHolger von Seherr-Thoss is the CEO & Partner of moveXM, a software company for Customer Experience Management based in Frankfurt am Main. Since 2019, as a member of the founding family, he has led the company, which offers a Software-as-a-Service solution (SaaS) for holistic management - hosted and made in Germany.Holger began his professional career with experiences at Lufthansa Cargo and the international Ogilvy Fellow Program at Ogilvy & Mather. After his Master of International Business at the University of St Andrews (Scotland), he continued his career in the Customer Consulting division at KPMG.Holger's main topics are customer experience management, customer centricity, and customer satisfaction. With his expertise, he accompanies the CX programs of moveXM clients such as BMW, VW, Provinzial Insurance, and others. In addition, he hosts a webinar series, publishes articles, and gives lectures on current CX topics.MoveXM is a European software provider for CX management (SaaS) with over 28 years of experience. moveXM helps to collect and analyze feedback to make data-based decisions and derive actions. The customer base includes international companies of various industries and sizes. MoveXM combines an ISO-certified software solution with human expertise, is hosted and made in Germany, and meets the highest data protection standards.Relevant LinksLinkedIn: https://www.linkedin.com/in/holgervonseherrthoss/Website: https://movexm.comThe Top 3 Key LearningsAI's Evolution in CX: The integration of AI, particularly generative AI, is a trend and a necessary evolution for improving efficiency and gaining valuable insights in customer experience management.Balancing Personalization and Privacy: Successfully navigating the thin line between offering hyper-personalized experiences and respecting customer privacy is crucial for maintaining trust and avoiding the "creepy factor."Customer-Centric Culture: A strong customer-centric culture, supported by trust and a willingness to innovate, is vital for driving success in any customer experience strategy.Chapters (Audio Version)00:00 Introduction and Guest Introduction 03:07 AI in Customer Experience 05:50 Challenges in AI Implementation 11:41 Customer-Centric Culture and AI Implementation 13:57 Data Privacy and Security 18:29 Customer-Centric Culture at MoveXM 22:02 Future of CX and AI 23:16 Contact Information and Closing RemarksThank you for reading this episode summary! We hope you found it insightful. Please don't forget to follow and subscribe to the CX Goalkeeper Podcast to stay updated with our latest episodes:Apple Podcast: Apple PodcastSpotify: SpotifyYour feedback is valuable—feel free to share your thoughts!

Why You Can't-Miss This Episode:Warren Miles-Pickup, a dynamic leader in the marketing and creative industries, shares transformative insights on marketing strategies, leadership, and customer experience in this must-listen episode of the CX Goalkeeper Podcast. Whether you're in marketing, customer experience, or leadership, Warren's experience-driven wisdom offers valuable lessons that can elevate your business practices. This episode is packed with actionable advice on leveraging marketing techniques, driving growth, and managing remote teams effectively.About the Guest:Warren Miles-Pickup is a dynamic leader who serves as the chief marketing officer and chief operating officer for Pixel True, Pixel Copy, and Pixel Publishing. With a wealth of experience in branding, website design, and content creation, Warren has been instrumental in driving the success of these ventures. As a retired Financial Advisor, he brings a unique blend of financial acumen and marketing expertise, helping businesses transform their digital presence and achieve remarkable growth. Warren’s strategic vision and innovative approach have made him a key figure in the industry.The Top 3 Key Learnings:Value-First Marketing: Always provide value before asking for the business. By building trust through free resources and content, you can guide customers up the product ladder to higher-value offerings.Hyper-Personalization in Email Marketing: To succeed in email marketing, segment your audience and tailor your messages to address specific problems. This increases engagement and drives conversions.The Role of AI in Content Creation: While AI can assist in creativity, human-driven content is crucial for creating emotionally resonant and compelling marketing materials. Use AI wisely, and don’t rely on it for all content creation.Chapters Audio:00:00 Introduction and Guest Presentation01:33 Warren's Values and Parenting Podcast04:46 Transition from Financial Advisor to CMO/CCO07:35 Marketing Strategies and Competitiveness11:29 Email Marketing and Personalization15:34 Impact of Generative AI on Marketing20:32 Managing Remote Teams23:55 Future of Marketing and AI25:07 Contact Information and Final ThoughtsWe hope you found this episode insightful! Please don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below:Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKYour feedback is invaluable, so please feel free to share your thoughts!

In this enlightening episode of the CX Goalkeeper Podcast, Maxie Schmidt, a leading expert in customer experience at Forrester Research, takes us on a journey to rethink the role of customer experience within organizations. If you’re a CX professional, leader, or simply interested in how customer experience can transform businesses, this episode is a must-listen. Maxie shares practical insights on integrating CX into business strategies, how to overcome common challenges, and why rethinking established practices is essential for success.Relevant Linkshttps://www.linkedin.com/in/maxieschmidt/The Top 3 Key LearningsCustomer Experience as a Core Business Discipline: Successful CX teams integrate customer experience into the decision-making process, making it a fundamental part of business strategy rather than an isolated function.Translating CX Insights for Stakeholders: It’s crucial to communicate CX insights in a way that resonates with different departments, ensuring alignment and buy-in across the organization.Rethinking Traditional CX Practices: Organizations must continuously question and evolve their CX strategies to stay relevant and truly customer-centric rather than relying on established methods.Chapters00:00 Game Start00:37 Guest Introduction02:12 Values Driving CX04:43 Rethinking 'Outside-In' Perspectives07:03 Challenges in CX Integration10:49 Defining Customer Experience in Organizations16:40 The Importance of CX Measurement19:34 Successful CX Integration Examples23:50 Translating CX Insights for Stakeholders24:36 The Future of CX26:09 Maxie’s Golden Nugget27:11 Closing RemarksWe would love to hear your thoughts on this episode! Please share your feedback, and don't forget to follow and subscribe to the podcast using the links below:Apple Podcast: Apple Podcast LinkSpotify: Spotify Link

This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and drive business growth through personalization.About the Guest:Michael Obermaier is Head of SAS CX and MarTech Solutions for Austria, Germany, and Switzerland. His primary focus is helping organizations leverage data to create better customer experiences and tackle current and future Marketing challenges through innovative technology solutions. Before joining SAS, he held various management positions in sales, marketing, consulting, and product management at different CRM and CX software vendors. In addition to his professional activities, Michael Obermaier enjoys teaching at universities on those topics.Relevant Links:https://www.linkedin.com/in/michaelobermaierThe Top 3 Key Learnings:Importance of Data Integration: Organizations must break down data silos and integrate various data sources to gain a comprehensive understanding of their customers.Transparency and Trust: Building customer trust through transparency and ethical data usage is crucial for encouraging data sharing and enhancing personalization.Value Exchange Concept: Effective personalization hinges on creating a value exchange where customers feel they receive meaningful benefits for sharing their data.Chapters:00:00 Game Start00:46 Guest Introduction01:16 Michael's Background02:47 Core Values05:25 Methods for Understanding Customer Data09:29 Steps for Companies to Improve Personalization11:51 Best Practices in Personalization19:44 Impact of Personalization on Customer Experience23:15 Connecting Personalization with ROI24:00 Ensuring Customer Privacy27:28 Next Best Experience Concept31:37 Future of CX32:30 Best Way to Contact Michael33:00 Michael's Golden Nugget34:03 ConclusionWe value your feedback and encourage you to share your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast through the links below:Podcast Page Apple Podcast SpotifyYouTube

In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization.About the GuestMark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine).He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in.Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America.Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors.He’s also the creator and host of The Delighted Customers Podcast, ranking in Apple Podcast>Management Top 10 in the US.Relevant LinksConnect with him via email - mark@empoweredcx.com or on LinkedIn https://www.linkedin.com/in/markslatin/Podcast: https://www.empoweredcx.com/podcastThe Top 3 Key LearningsBuilding Trust is Crucial: Establishing trust with stakeholders is essential for the success of CX initiatives. This involves being reliable, credible, empathetic, and focusing on the stakeholders' needs rather than your own.Proving the ROI of CX: Demonstrating the financial impact of customer experience is vital. CX leaders must develop skills in financial analysis and communicate the value of their initiatives effectively to secure executive support.Stakeholder Engagement: Understanding the goals and challenges of key stakeholders and aligning CX initiatives to support these goals is critical. Building strong relationships and acting as a guide rather than a hero can drive successful CX transformations.Chapters00:00 Game Start00:40 Guest Introduction: Mark Slatin02:14 Mark's Professional Background03:34 Biggest Challenge for CX Leaders06:10 Evolution of CX as a Discipline10:08 Proving the Value of CX12:36 Building Trust with Stakeholders17:57 Future of CX22:14 How to Connect with Executives24:27 Masterclass Overview25:00 Fast Forward 10 Years26:09 Best Way to Contact Mark26:30 Mark's Golden Nugget27:29 Episode ConclusionWe hope you enjoyed this episode as much as we did. Please share your feedback and don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governance and the importance of trust in customer relationships is a must-listen for anyone looking to elevate their CX strategy.About the GuestDuring her career of over a decade, she has had to set up, lead, and manage customer service, customer satisfaction management, and inside sales centers.She has expertise in developing effective strategies and action plans and implementing performance indicators.As an experienced trainer of employees, she makes them an essential pillar in achieving results by developing their sense of commitment and quality customer care.Her strong analytical skills, results-oriented mindset, and ability to collaborate with all levels of management have earned her credibility and reputation in the business world.Today, as a Senior Consultant at Cabinet-Conseil CX, Julie assists companies in developing and implementing customer-focused strategies.Relevant LinksExpertCXhttps://www.linkedin.com/in/julietanolawsonThe Top 3 Key LearningsAlign CX with Business Strategy: Effective CX initiatives must be integrated with the overall business strategy and objectives to drive meaningful results and gain executive support.Build and Measure Trust: Trust is a crucial component of successful CX. Companies should build trust with their customers and employees through transparent and consistent practices.Importance of Education: Continuous education and training for both CX professionals and executive teams are essential to keeping up with evolving customer expectations and implementing effective CX strategies.Chapters00:00 Game Start01:01 Guest Introduction: Julie Tano-Lawson02:31 Overview of Current CX Landscape05:35 Differences in CX Maturity Between English and French-speaking Regions08:20 Importance of Linking CX Strategy to Business Strategy11:22 Julie's Approach to Education and Training14:38 Governance and Trust in CX17:31 Cultural Challenges in Implementing CX19:48 Memorable Customer Experience Examples22:04 Future of CX and AI23:09 Contact Information and Final Thoughts24:26 Closing RemarksWe would love to hear your feedback on this episode! Please follow and subscribe to the CX Goalkeeper Podcast using the links below:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

Why You Can't Miss This EpisodeIn this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a vibrant and insightful conversation with Claire Boscq, a seasoned keynote speaker and customer experience expert. Claire shares her journey from hotel management to becoming a mystery shopping expert, discussing the profound impact of combining customer service with the ancient principles of Feng Shui. This episode is packed with actionable insights on enhancing customer experience, the critical role of mystery shopping, and the power of emotional connection in business.About the GuestClaire Boscq is the No1 woman Customer Experience Global Gurus with three decades of expertise, Claire, is an authority in the customer experience industry.International best seller author with 4 published books, she is an international media influencer with her work published in Brazil, Philippines, India, US & Europe.Claire has spoken in over 20 countries; in delivering fast paced and high-energy presentations in French and English. Winner of the Institute of director award, she is also a on the board of Virtual Speaker Association.She brings a more holistic and comprehensive approach to organizations and individuals with her BizShui™ Method, creating powerful flow in businesses by integrating a blend of the traditional Feng Shui principles with modern business & personal needs, energizing people and places into prosperity.She truly is The Energizer. Are you ready to shift your vibes?Relevant Linkshttps://www.linkedin.com/in/claireboscq/The Top 3 Key LearningsThe Power of Mystery Shopping: Mystery shopping provides critical, unbiased feedback on customer service, helping businesses identify areas for improvement and celebrate successes.Feng Shui in Customer Experience: Integrating Feng Shui principles can enhance the customer and employee environment, creating positive and memorable experiences.Consistency and Accountability: Successful customer experience strategies require consistent implementation, transparency, and accountability at all organizational levels.Chapters00:00 - Game Start00:32 - Introduction to Claire Boscq01:00 - Claire's Journey and Background03:02 - Mystery Shopping and Its Importance07:38 - Energy and Emotional Connection in Customer Experience12:18 - Steps for a Successful Mystery Shopping Program17:14 - Digital vs. Physical Mystery Shopping21:28 - Overcoming Challenges in Implementing Mystery Shopping28:20 - Employee Engagement and Transparency30:03 - Looking Ahead: Customer Experience in 10 Years31:26 - Claire's Golden Nugget33:37 - Closing RemarksYour feedback is invaluable to us! Please follow and subscribe to the podcast using the links below:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK