Business Transformation Pitch with The CX Goalkeeper

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

The CX Goalkeeper had a smart discussion with Ramon Ray Ramon Ray is an in-demand expert on small business success. He's a global keynote speaker, event host and emcee, entrepreneur, and best-selling author. Ramon inspires and educates thousands of business owners a year and works with leading brands to help them reach small businesses. He's the founder of SmartHustle.com and Entrepreneur in Residence at Oracle NetSuite Ramon's started four companies and sold two of them, his fourth book, "Celebrity CEO", is about building a community and personal brand. Ramon has been invited to testify at the United States Congress and speak at the White House and has shared the stage with celebrity business thought leaders such as Seth Godin, Simon Sinek, Gary Vaynerchuk, and others. He's interviewed all five Shark Tank Sharks, including Daymond John, Barbara Corcoran, Lori Greiner, Mark Cuban, and Robert Herjavec. Ramon has also interviewed President Obama and joined Ivanka Trump at the Global Entrepreneurship Summit in India. Fun facts? - Graduate of the FBI Citizens Academy, plays piano and enjoys burnt pancakes with lots of syrup In this episode you will learn: - Where to start in business: Focus on: "What problem I am solving?", "whom am I solving for?" - Why personal branding is an asset - some suggestions from Ramon how to be better in business - Why being "on time" is too late! … and much more His book suggestion: The Like Switch; J. Schafer and Marvin Karlins Ramon's golden nugget: Ask for a smile before you ask for a sale (before you make money, make the relationship) How to contact Ramon: Instagram: https://www.instagram.com/ramonraysmarthustle/ - DM to Ramon "BEST BOOKS" to get the link to the top books for small business owners - DM to Ramon "Celebrity CEO" to get some insights on his book "Celebrity CEO" https://www.facebook.com/ramonray https://www.linkedin.com/in/ramonraysmallbiz/ https://www.ramonray.com/ https://smarthustle.com/ Thank you, Ramon! Book mentioned in this episode: - They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer, Marcus Sheridan - This Is Marketing: You Can't Be Seen Until You Learn to See, Seth Godin - Duct Tape Marketing Revised and Updated: The World's Most Practical Small Business Marketing Guide, John Jantsch People mentioned in this episode: Shep Hyken #customerexperience #leadership #cxgoalkeeper #podcast #businessgrowth #smarthustle #smallbusiness

The CX Goalkeeper had a smart discussion with Silvana Buljan Silvana is founder and CEO of Buljan & Partners Consulting, Ambassador of the ECXO and Professor of Customer Experience at the Mondragon Unibertsitatea in Spain. In this episode you will learn: - Some insights on the ECXO - Culture is key in a customer centric transformation - There is no standard approach to start a CX transformation, there is no "one fits all" solution - People have their own agenda. The "system" trains stakeholders to look for their objectives because these are relevant for them. - Department based objectives can create a misalignment on the overall company targets - Silvana developed a methodology to assess, measure and improve customer centric leadership competencies which based on 5 pillars: 1) CX Attitude 2) CX Focus 3) CX Drive 4) CX Connect 5) CX Talent … and much more Her book suggestion: Heroic Leadership, Chris Lowney Silvana's golden nugget: Love your customer more than his/her share of wallet. How to contact Silvana: - https://www.linkedin.com/in/silvana-buljan-889110/ - https://buljanandpartners.com/en/home/ Thank you, Silvana! #customerexperience #leadership #cxgoalkeeper #podcast #exco #cxtransformation #customerculture #culture #cxstrategy

The CX Goalkeeper had a smart discussion with Claire Boscq-Scott CEO of the Jersey Hospitality Association, the BIZ-SHUI creator, Keynote speaker, Book author… simply: Claire is full of energy! I split the discussion in 2 episodes, the first episode went live last week! In this episode you will learn: - When you feel good, you listen to, you have empathy, you inspire people - Make sure that your employees (mentally emotionally and physically) feel well, they will take care of your customers and they will stay longer with you - The way we think affects the way we feel and affects the way we behave and vice versa. - The Business Energy Map which representing 9 areas of your life can be used as objective setting tool too Book Suggestion: Move Your Stuff, Change Your Life: How to Use Feng Shui to Get Love, Money, Respect and Happiness; Karen Rauch Carter All the books of Davina MacKail as Declutter Your Life as Modern Alchemy OR Feng Shui: Create Health, Wealth and Happiness Through the Power of Your Home (Hay House Basics) High Performance Habits: How Extraordinary People Become That Way, Brendon Burchard How to contact Claire: - https://www.linkedin.com/in/claireboscqscott/ - https://www.claireboscqscott.com/work-from-home-bizshui/ - https://www.youtube.com/c/TheBusyQueenBee Claire's books: https://www.claireboscqscott.com/books/ Her Golden Nugget: "Be the change you want to see in the world" M. Gandhi Thank you, Claire! #customerexperience #cxgoalkeeper #bizshui #strategy #experiencedesign #cxtransformation #employeeexperience

The CX Goalkeeper had a smart discussion with Claire Boscq-Scott CEO of the Jersey Hospitality Association, the BIZ-SHUI creator, Keynote speaker, Book author… simply: Claire is full of energy! I split the discussion in 2 episodes, stay tuned also for the second part next week! In this episode you will learn: - Feng Shui applied into Business and BIZ-SHUI - The importance of the intersection among Customer Experience, Physical environment and personal state of being - The role of colors in business - The relevance of the physical environment … and much more How to contact Name: - https://www.linkedin.com/in/claireboscqscott/ - https://www.claireboscqscott.com/work-from-home-bizshui/ - https://www.youtube.com/c/TheBusyQueenBee Claire's books: https://www.claireboscqscott.com/books/ Thank you, Claire! #customerexperience #cxgoalkeeper #bizshui #strategy #experiencedesign #cxtransformation #employeeexperience

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Jef Teugels Jef is founder of Reins Group and an ambassador of the ECXO. In this episode you will learn: - Some highlights on the ECXO - The definition of culture and customer culture - The example of Air New Zealand transformation - Several great insights on the 8 key ingredients of a customer culture … and much more His book suggestion: The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance; L. Brown, C. Brown The 4 Stages of Psychological Safety: Defining the Path to Inclusion and Innovation; T. Clark Jef's golden nugget: Work on your sensitivity. Sense what somebody else is living or trying to convey. How to contact Jef: - https://www.linkedin.com/in/jefteugels/ - https://reins.group/ Thank you, Jef! Thank you European Customer Experience Organization (ECXO) #customerexperience #leadership #cxgoalkeeper #exco #cxtransformation #podcast #customerculture #culture

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Federico Cesconi Federico Cesconi is the CEO and co-founder of Sandsiv+ and he is an ambassador of the ECXO. Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube. In this episode you will learn: - Some highlights on the ECXO - How Sandsiv+ was created to support the Customer Experience Management (CXM) process based on 5 pillars: Capture, Analyze, Integrate, Improve and Measure to create value out of this process - How Sandsiv+ will shape the future of CXM based on i) native Cloud, ii) integration in an ecosystem and iii) Artificial Intelligence … and much more His book suggestion: - Competing in the Age of AI : Strategy and Leadership When Algorithms and Networks Run the World, by Marco Iansiti and Karim R. Lakhani Federico's golden nugget: Follow your passion. Federico's paper: "Measuring Digital Transformation: An Empirical Approach to Measure Phygital Journeys integrating the technology acceptance model and customer experience" https://www.researchgate.net/lab/Federico-Cesconi-Lab/ How to contact Federico: · https://www.linkedin.com/in/federicocesconi/ · https://sandsiv.com/ Thank you, Federico! Thank you European Customer Experience Organization (ECXO) #customerexperience #leadership #cxgoalkeeper #exco #cxtransformation #podcast #customerintelligence #artificialintelligence #VoiceOfTheCustomer