Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper had a smart discussion with Santhakumaran Atmalingam Santhakumaran is the Founder of CX Expert Asia, an International Customer Experience Consultant, a Global Keynote Speaker and Judge at several international CX awards. In this episode YOU will learn: What is the role of CX professionals and why it is like being BATMAN How CX and astrology are linked What is the CX infinite loop / masterplan How to best design experiences and how to leverage ice creams to motivate teams How to leverage KANO model, the 40% rule and the King to design experiences The explanation of his very famous slide (the marriage between CX and EX linked to people, process and technology … and much more His book suggestion: · Outside-In, Kerry Bodine · Customer What? Ian Golding · Several motivational speeches of Tony Robbins Santhakumaran's golden nugget: Take CX as a movie production and apply the same processes into your business: work hard to serve your customers at your best, instill it into everybody's heart. We are here for customers. The customers are not the problem. How to contact Santhakumaran: https://www.linkedin.com/in/santhakumaran/ Thank you, Santha! #customerexperience #leadership #cxgoalkeeper #cxasia #cxm

The CX Goalkeeper had a smart discussion with Naeem Arif Naeem is a CX thought leader. Everybody knows him. He is the Customer First Enabler. He is the Director of the United Carpets Group PLC, the Managing Director of NA Consulting LTD, he is collaborating with Midlands Women in Tech Awards and a lot more. He wrote several books. We discussed about: Pressure on retail business before and during COVID-19 crisis COVID-19 helped companies to reflect on how to be special How to create a differentiator in your business and leverage existing ecosystem opportunities Three tips on how to improve your business Women in Tech: Understanding, recognizing, and celebrating the important roles, women are having in Tech His book suggestion: Seth Godin, Purple Cow: Transform Your Business by Being Remarkable Gary Vaynerchuk, #askgaryvee One Entrepreneur's Take on Leadership, Social Media, and Self-Awareness Ian Golding, Customer What? Naeem's golden nugget: Always put the customer first. In this way you can ensure success for your business. How to contact Naeem: Naeem@naconsulting.co.uk https://www.linkedin.com/in/naeemarif/ https://twitter.com/naconsultingltd Thank you, Naeem! #customerexperience #customerfirst #cx #cxgoalkeeper #retail

The CX Goalkeeper had a smart discussion with Peter Pirner Peter is the CMO of Petlando and the podcast host of CX-Talks. He passionately helps companies to create better customer experiences. He is a former domain lead at Kantar Germany. We discussed about: "CX Talks", Peter's podcast in German The development of CX in the DACH region Some tangible insights on where to start and how to progress with a CX centric transformation The possible next developments in CX Examples of best practices Shared book suggestion: The Convenience Revolution, Shep Hyken Customer Experience 3, Writing Matters Peter's golden nugget: There is no ONE solution. If you meet a guy and he says, "this is the one solution". This is not true. Throw him out. If he asks, "what is the problem?", his suggestion may be part of a broader solution. How to contact Peter: www.cx-talks.com https://www.linkedin.com/in/peterpirner/ Thank you, Peter! #customerexperience #leadership #cxgoalkeeper #cxtalks

The CX Goalkeeper had a smart discussion with Michael Brandt My learnings: There are a lot of CX trainings on the market. There is a need for proper recognition of the good ones. The ECXO – European Customer Experience Organization has 500 members. It allows a forum for CX practitioners and CX professionals to discuss in their languages with an European flavor. Difference between B2B and B2C: It is not only one customer you need to convince several people (purchasing committee) about your product. Consider the product life-cycle Ensure the replacement of the existing product with the next one after the contract ends. The relationship manager needs an in depth relationships with the customer (it's not a contact center) It starts before selling product Focus on specific customer requirements and needs Service recovery paradox, if you try to solve issues, the customers will understand you better. Different volumes (data) His book suggestion: Customer What? Ian Golding Customer Experience 3 – Writing Matters Michael's golden nugget: Remember customers are human beings. Empathy is important. You can empathize only if you are putting yourself in the customers shoes. How to contact Michael: https://www.linkedin.com/in/michael-brandt-ccxp-9512a33/ info@cx-excellence.com Thank you, Michael! #customerexperience #leadership #CXb2b #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Nick Glimsdahl Nick Glimsdahl is director Contact Center Solutions at VDS and host of the podcast Press 1 For Nick My learnings: Be purposeful with your time. Podcasts add value for prospects, customers and for the host. It is a way to add value by having fun and serving listeners Nick mentioned some episode which stand out based on our flow: Episode 23 with Jesse Cole – Owner of Savanah Bananas. He found out that he we not in baseball business but in delivering experiences Episode 16 with John DiJulius, President DiJulius Group. Use FORD (Family, Occupation, Recreation and Dreams) on your employees and when you interact with customers. By writing a short note in your CRM you gain insights on your customers. There are quite a lot of learning: Reducing effort, breaking silos, making it as easy as possible for customer to interact with a company. Customers see a company as an entity and not the different departments. In relation to CX and CS Employee experience has a direct correlation to customer experience Be FINE – i.e.,be better than average Reduce effort and focus on the customer Listen to customers Get feedback from customers and employees Focus on business outcomes His book suggestion: Chris Voss, Never Split the differences Note to customer service employees: Do it with intent. Customers are a name and not a number Have fun serving other (enjoy the process) Note to podcasters: Focus on the quality and not quantity Respect your guest time Nick's golden nugget: Listen to this podcast, listen to this specific episode, and then continue to share it with others. Share success stories , even if it a small nugget, within and outside your organization. How to contact Nick: https://www.linkedin.com/in/nickglimsdahl/ https://press1fornick.com/ the list of the "nuggets" from Press 1 for Nick https://www.canva.com/design/DAEQOrinvMI/HgLef55o182mGAeVLyXhlg/view If someone would like to start a podcast, here are a few great tips: https://press1fornick.com/podcasting/ Thank you, Nick! #customerexperience #customerservice #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Gustavo Imhof Gustavo is the Customer Insights Leader at Avado and he is the Head of CX at CXAhead. Gustavo is very well known in LinkedIn and on the market for his outstanding thoughts, insights and posts on Customer Experience. He is one of the co-authors of Customer Experience 3. We discussed his chapter of the book Customer Experience Experiences don't matter, memories do. My learnings: - There is a disconnect between what happens during an experience and what customers remember, therefore memories matter! - Every human being remembers and elaborates experiences in a different way - By understanding how memories work, you can design the experiences accordingly and making moments memorable (however, you need to be smart at it) - Some moments can completely change the evaluation of an experience (good and bad) His book suggestion: - Atomic habits, James Clear - Impossible to ignore, Carmen Simon Gustavo's golden nugget: Utilities are completely from external interferences thus they are completely free in designing experiences. These are not the most exciting industries. how to contact Gustavo: https://www.linkedin.com/in/headofcustomerexperience/ Thank you, Gustavo! #customerexperience #CXAhead #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Pascal Kaufmann My learnings: - It is possible to create human level AI - Deep learning and Machine Learning will not replicate the human brain. Indeed, to create flying machine, it was not required to copy bird feathers - The principles of intelligence need to be discovered to crack the brain code - The brain is like a small data machine - Today, there is no prototype able to emulate human intelligence - Midfire will unite 300'000 talents to focus on specific questions with the final scope of cracking the brain code. - There is a race to create human level AI - In China, it is built for the government and in the USA for companies. The idea behind Mindfire is to build it for people. Switzerland is suited for this task. - Speaking about ethics, it is an ethical imperative to build human AI for the people and ideally in a free country. - Speaking about empathy. Does a machine need emotions? Do objects have feelings? – is it possible to train it. Tricking human beings by means of hormones is relatively easy (think about Oxytocin). His book suggestion: · https://youtu.be/E4SSU29Arj0 · https://youtu.be/h4CIoJgvlB4 and this is the Alien Movie which Pascal very much recommend when it comes to AI: https://youtu.be/svnAD0TApb8 Pascal's golden nugget: We will be able to create human level AI within this decade 2020 to 2030. And I think the race about AI will be decided in this decade. We are living in super exciting time and we should all help that it goes into the right hands and it goes to people and not to governments nor to companies. How to contact Pascal: · https://www.linkedin.com/in/pascal-kaufmann-b2890246/ · You can also write him an email but your email should be remarkable as Pascal often deletes emails. Make it somehow stand out – if not, it will be deleted. Thank you, Pascal! #customerexperience #cxgoalkeeper #artificialintelligence

The CX Goalkeeper had a smart discussion with Ian Golding, the CX specialist (and not expert) Ian is THE Global Customer Experience Specialist (and not expert!). He is a Certified Customer Experience Professional (CCXP) and the first recognized training provider by the CXPA. He is the CEO and founder of the Customer Experience Consultancy Ldt. My learnings: CX is a science but not rocket science: Is not difficult to understand – corporates are overcomplicating what they are doing. Only 2% of the participants to Ian's courses are from the C-Suite. Why? They don't care or CX is not enough important, or they already know enough. However, senior leaders from Amazon attended one of Ian's courses as they never stop to learn. The most important competency is measurement. It is a fact-based methodology. By measuring, it is possible to improve experience. It implies financial results can be improved for a sustainable growth. CX is not in the responsibility of a team but of everyone. The CX teams should develop capabilities, competencies, setting directions and holding the mirror. All these tasks should be performed in collaboration with business. The 7th CX core competency is the role of CX professionals. It is not really defined in the CXPA framework. However, it helps CX practitioners developing Resilience, courage, strengths and persistence to keep going. The future of CX is the marriage between Customer Experience and Employee Experience. His book suggestion: Outside In, Kerry Bodine & Harley Manning, Josh Bernoff Customer Journey Playbook, Jerry Angrave How to contact Ian: https://www.linkedin.com/in/iangolding/ https://ijgolding.com/ Ian's book: https://ijgolding.com/ians-book/ Ian's golden nugget: "If you are doing the right thing for the right reason, you have nothing to lose." Thank you, Ian Golding! #customerexperience #leadership #cxgoalkeeper #cxpa #ccxp

The CX Goalkeeper had a smart discussion with Björn Kälin My learnings: His definition of empathy: feeling into something. The target is to understand customers' feelings and acting on feelings (including what to do next) We are all humans, and we are not the same every day. Anthrolytics is the solution. By sensing and predicting emotions, it gives advice on how to react on them. This is the solution to biased surveys! Which survey is not biased?  Behind every interaction there is a human. By leveraging each interaction and collecting data from all the touchpoints it is possible to understand how an interaction was influenced. Anthrolytics gives you the emotional state of a customer. Moving to the second part of the discussion. The ART of collaboration – an outstanding article written by Björn: Collaboration is linked to feelings and emotions, Björn defined 3 main pillars: A as ACCEPT and ACKNOWLEDGE: Every person is different, UNIQUE. A happy person is not the same as the same unhappy person. R as RESPECT that there are different ideas, thoughts and feelings. (Known also as diversity of opinions) T as TOLERATE The ART of collaboration helps to work together with people you don't like We are continuously in meeting, therefore use these hints Always assume good intention Leaders speak last Be there in the moment His book suggestion Eleven Rings, Phil Jackson Björn's golden nugget: "Don't forget we are humans, we all have feelings, we all have emotions, we all expect something. The company, a business is more humans together, but it is important that we understand that and we are aware of that. It's not rocket science. " How to contact Björn: · https://www.anthrolytics.io/ · https://www.linkedin.com/in/bjoernkaelin/ Thank you, Björn! #customerexperience #leadership #data #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Annika Björck My learnings: Most transformation projects fail due to 2 main causes: The initiative's success cannot be proved, and little improvements are invisible Too much focus on "doing" and not enough on change management How to cope with these issues: It is about balancing the skills of the team: adding to the UX skills, strategic skills to lead the transformation (e.g., communication, coaching, …) Succeed together with top management: Prove the return on CX and pick some KPIs from the top management scorecards to help them achieving their goals. The North star of a company is important: what is the vision for the customers? How should customers feel after the contact? This is the market differentiator! 80% has to do with the company (mindset, organization, …) and 20% with customers Stop measuring everything. The 20% of the touchpoints which related to the Moment of Truths are the key differentiators and these should be measured properly In the CX teams create a common understanding, manage the company expectations and the own team expectations. CX teams need to be strategic and flexible. Leveraging change management to get people to move ahead and to reflect. Don't link CX to a person in a company. Her book suggestion: Reinventing organizations Frederic Laloux Annika's golden nugget: A tool to put in place: adaptive processes. Going away from classical business process management (the old-fashioned step by step processes) to something supportive, intuitive, linked to customers behavior. It works with actions and rules instead of steps. It enables to create a customer journey and breaking it into its process within days. How to contact Annika: · https://www.linkedin.com/in/annikabjoerck/ · https://www.instagram.com/cxheroes/ · https://www.bjoerck.ch/ · https://www.linkedin.com/company/cxheroes/ Thank you, Annika! #customerexperience #leadership #cxgoalkeeper #cxheroes