Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper had the great opportunity to interview Ryo Zsun LinkedIn Headline: The Culture Maestro at Zappos | Speaker | Company Culture | Customer Experience Highlights: 00:00 Game Start 01:00 Ryo's introduction 02:30 Ryo's values 03:38 Why are you working for Zappos? 06:22 What motivate you and all the Zapponians to deliver WOW every day? 07:40 How you wow-ed your customers? (internal example) 10:08 The definition of Service Excellence 11:30 Customer Service examples 18:45 Why calling Zappos? 20:15 Is there a next level in service for Zappos? 22:41 The future of Customer Service 24:15 Book Suggestion 26:41 Ryo's contact details 27:45 Ryo's Golden Nugget 28:41 End of the Game … and much more all information on: www.cxgoalkeeper.com/RyoZsun Ryo's Contact Details: www.zappos.com https://www.linkedin.com/in/ryozsun/ Ryo's Golden Nugget: "…if I had to give you a thought to put in your mind, ask yourself… How will I Wow today?" Thank you, Ryo. #customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #zappos #wow

The CX Goalkeeper had the great opportunity to interview Faran Niaz LinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader 2021 | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder – CX FUTURE | Int'l CX Awards Judge | Keynote Speaker Highlights: 00:00 Introduction 01:01 Which is the last experience you remember? and why? 07:42 Which is the most human interaction with a company you have experienced? 12:58 Which is an interaction with a company which was perfectly supported by technology? 16:05 Which is one experience with a company you will never forget? 20:50 When was the last time you said "I want to talk with your supervisor / manager / CEO"? 25:18 closing For additional information: www.cxgoalkeeper.com/FaranNiaz2 Faran Contact Details: https://www.linkedin.com/in/farann/ Thank you, Faran! #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Alex Mead LinkedIn Headline: Chief Customer Service Experience Officer - Transforming omnichannel CX across contact centre, digital, social & physical channels - Leading teams which innovate across all customer activities - CRM, AI, Data, Analytics Highlights: 0:00 Game Start 1:41 Alex's introduction 3:08 Alex's view on the CX landscape 6:20 Alex's two bad experiences 10:18 Definition of service excellence - the definition of EPIC service 13:10 The Role of CX Professional 17:15 The missing skills in the CX community 26:25 In 10 years time what we are speaking about in relation to Customer Experience and Customer Service Experience? 29:30 Alex's book suggestion 31:12 Alex contact details 31:30 Alex's Golden Nugget 32:39 Game End For more details: www.cxgoalkeeper.com/AlexMead Guest's Contact Details: https://www.linkedin.com/in/alexmead/ alex maed at sky dot com Thank you, Alex. #cxgoalkeeper #customerexperience #podcast #leadership

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 4th, the first episode went live Highlights: 00:00 Service Process & Service Perception 6:11 Measurement of service quality 9:35 The future of service ("A customer is anyone who is not me") 13:30 Book suggestion 15:50 Contact details 17:20 Ron's Golden Nugget ... 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/RonKaufman2 First episode: www.cxgoalkeeper.com/RonKaufman1 #cxgoalkeeper #customerexperience #podcast #leadership #service #care

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