Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper had a smart discussion with Faran Niaz Faran Niaz is CEO & founder of CX FUTURE. He is a change management expert, agile CX leader and transformation specialist. Faran is an international speaker & awards judge. Additionally, he is passionate about LEGO and an award-winning photographer. My learnings: In Dubai and in the United Arab Emirates, CX is driven by the government. The priority is happiness and focus on people (tourists and citizens) needs. All is so smooth as there is an immense respect and love for the government. There is a clear focus on continuously improving experiences. Expectations are extremely high – overdeliver is a must. A star model (as the well known for hotels) was developed for other industries (e.g., for government offices, restaurants, malls, …) too. Employees are trained to give you moments. It is a matter of fact, that Dubai creates benchmarks for other countries A positive competition, the passion and the curiosity of people ensure that there is a run to get always better and better It is all about the mindset: you get recognized for the good work. People are proud of being the best and getting to the best. His book suggestion: The ultimate question 2.0, Fred Reichheld Delivering Happiness, Tony Hsieh Faran's golden nugget: It is about leadership. Become a good leader, be proud of the achievement of your teams. Highlight your people, identify and nurture them. Share your experience, by sharing you learn, and others will learn too. It is our duty to give as much as we can. How to contact Faran: https://www.linkedin.com/in/farann/ https://twitter.com/farann https://cx-future.com/ Thank you, Faran! #customerexperience #leadership #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Anna Noake Schulze Anna is a Senior Partner for CX and a founding member and platform advisor of "Women in CX". She is a best-selling author of the «Customer Experience 3» book, a TEDx & Keynote Speaker and a Startup Mentor. My learnings: Platforms will change how business works as it is a different way of doing business. The comparison between pipeline businesses and platform businesses makes it quite clear. A pipeline business has a linear value chain (i.e., one flow from the company to the customers) Platform businesses offer the infrastructure as they control the access to the value creation chain. The value itself is created by the participants (sellers and buyers). Both are contributing to the value creation. Increasing the traffic creates more value for the participants (e.g., the Amazon flywheel clearly shows the network effect) The telephone is a good example. If only 2-3 people would be connected via phone the value of the platform "phone" would be really low, however, if the whole world would be connected the value would be immense (as it is). Investors value platform businesses with higher multiples then pipeline businesses. Three key implications on CX: value, usability and trust Value: It is created by the interactions within the community and by the power of involved community. BlaBlaCar in France which matches riders and drivers, is a great example. During the pandemic they created a new App within 10 days to help people who were not able to leave their houses. The community volunteered to pick up grocery, medicines etc. for the community and bringing them the to the houses of other community members in need. Usability is important also in platform businesses: Finding partners easily, ensuring frictionless experiences and making possible to quickly interact. Trust is the third key component. All the participants need to trust themselves in the ecosystem. Her book suggestion: Convenience revolution by S. Hyken Outside In by K. Bodine and H. Manning The Platform Revolution by G. Parker, M. Van Alstyne and S. Choudary Anna's golden nugget: Start thinking about platform businesses and try to find out more about them. Find out how to improve platforms for the better from a customer and a partner experience perspective. How to contact Anna: https://www.linkedin.com/in/annanoakesschulze/ Thank you, Anna! #customerexperience #leadership #platforms #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Annette Franz My learnings discussing about the book "Customer Understanding", while we went through the three chapters: 1) Listening Start with the customers and design / develop products for them. (and don't try to find customers for the products). Starting with "listening" and continuing by capturing all the relevant data and consolidating them: these steps help to really understand the customers. 2) Characterize: Segments are like the continents on our planet. They are too high level to design experiences. A "Buyer Persona" is also too high level for customer journey mapping. It shows preferences, what customer buys and how he/she buys. The details required for a Persona to map journey are e.g., needs, pain points, JTBD, … … it makes companies one steps closer to being able to personalize experiences. 3) Empathize: It is important to understand the experience customers have today and redesign it (how it will be tomorrow) You can't transform something you don't understand therefore, you need the "as-is" situation first. "Current state", "service blueprint" and "future state" are the three most important steps in the CJM process. With the AS-IS situation you can perform tactical fixes. Indeed, it takes time to implement the desired "future state" and customers are maybe already gone. Fixing what is happening inside a company (using the service blueprint) is important to empower employees to deliver the desired experiences. The experiences are human and emotional, technology helps to facilitate the experiences. If you want to be successful you should appeal to both sides of CEO brain. The analytical side with the ROI and emotional side by making them feel the experiences and bringing stories to them. Additionally, make them understand what legacy they want to leave to the organization. How they want to be remembered… Her book suggestion: The Customer Comes Second: Put Your People First and Watch 'Em Kick Butt; Hal F. Rosenbluth Annette's golden nuggets: Culture is the foundation of everything, and it starts from the CEO. Take care of your employees and they will take care of your customers (and at the end of your business) How to contact Annette: http://www.cx-journey.com/ https://www.linkedin.com/in/annette-franz/ Customer Understanding on Amazon Thank you, Annette! #customerexperience #leadership #customerunderstanding #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Neil Skehel Neil is CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM (Customer Experience Magazine). My learnings: By winning an award and by sitting next to Don Hales, Neil started together with Don "Awards International" Awards International offers outstanding awards in several countries (UK, UAE, Turkey, …) One of the key success factors of Awards International is the DREAM TEAM In future there will be several options how to run them. The digitalization (e.g., blockchain, digital platforms) is giving a new dimension to businesses There is no "new normal" there will be a "new future" with new opportunities, new business models, as the financial flows changed. It is a matter of fact that Moore's law is forever dead. The following leadership traits make Neil successful: taking risk, ensuring short decision paths, backing people, always learning if something goes wrong His book suggestion: War and Peace, Leo Tolstoy Neil's golden nugget: "What you recognize is what you get" in other words, "You see what you look for". If you look for positivity, you will have a positive life. It is key that you look for the positive side of life to live a better life. How to contact Neil: https://www.linkedin.com/in/neilskehel/ https://awardsinternational.com/ Thank you Neil! #customerexperience #leadership #innovation #transformation

The CX Goalkeeper had a smart discussion with Daniel Jordi Daniel Jordi is connecting Switzerland's Digital Leaders to accelerate their Digital Transformation. He is client partner at Ginetta, founder at LeadersBridge GmbH and the podcast host of "The Aligned Leader Show". My learnings: A) The Aligned Leader Show It is an interview series on YouTube (with more than 130 episodes). The show is lasting since more than 8 years as Daniel has not a commercial purpose. People like the show for its inherent value. Companies' names and job titles are not relevant on his show. What really matters are the human beings behind the stories. It was created to connect people, share great stories and to fulfill Daniel's own need to connect with people. B) The CEO Collaboration Day It was created to enable Switzerland Leaders to get closer together. Participants use their first names to introduce themselves and not their job titles. Also in this case, leaders come together because they believe that there is a true value in investing one day with other leaders. Speaking about Human-to-human interactions, Daniel clearly states: "digital is good, physical is better". His book suggestion: Simon Sinek "Start with why" Seth Godin "The Dip" Daniel's gold nugget: "Understand the why behind everything. It is difficult to connect with somebody if you don't understand the why" How to contact Daniel: https://www.linkedin.com/in/danieljordi/ Thank you Daniel! #customerexperience #leadership #innovation #transformation

Marius is a Customer Experience expert, an outstanding innovator and Judge at International CX Awards. He was named among the 50 most influential CX experts in UK. My learnings: Focus on customers' needs and try to build everything around them (also leveraging available data). Often after the design of a new experience (or product), during the development phase, several technical challenges arise, it is a common issue that teams don't go back to the customers and leverage the available insights again to keep the focus on the customers' needs. Often at project table, CX is not enough represented Strategy and vision guide the company. Start with the right setup and mindset and keep an eye on what is happening outside a company too. Consumer's education is really important. Future focused leaders are: able to leverage the power of delegation, empowerment and motivation. accept and support diversity (e.g., of mindset) are more strategic and less tactical: they find wins for tomorrow and at the same time, create value in the long term in a balanced way. think about what they can do and what they could do differently build up on their knowhow and accept suggestions from other. His book suggestion: It is not a book. After the pandemic you should travel to Ethiopia. Visiting these tribes, give you energy and power. Marius Golden Nugget: "everything starts with the consumer. no matter what you are doing, your role, … the consumer is the core, everything we are working for" How to contact Marius: https://www.linkedin.com/in/marius-ghios-acxs-6a184024/ Thank you Marius! #customerexperience #leadership #innovation #transformation

The CX Goalkeeper had a smart discussion with Peter Dorrington. This is a special edition for the launch of Anthrolytics Peter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify and co-founder of Anthrolytics. We spoke about loyalty, empathy, personalization and the launch of Anthrolytics My learning during this discussion: Customer satisfaction measurements are not always a good indication of loyalty There are different measurements methods Hyper-personalisation will be a key success factor in future In future, it will be possible for a business to express empathy at scale. Peter contact details: https://www.linkedin.com/in/peterdorrington/ https://www.anthrolytics.io/ Thank you Peter. #customerexperience #employeeexperience #innovation #digitization #analytics I wish to Anthrolytics and its founders all the best

The CX Goalkeeper had a smart discussion with Christopher Brooks Christopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship. My learnings: CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy was a success CXWG 2021 is starting in May 2021 Christopher's chapter in the book Customer Experience 2 is about measuring behavioral changes There are 25 CX drivers which are able to replicate 90% of the decision-making process The EXQ (Experience Quality) method identifies what customer experiences drive a brand's customers' share of category The MILO Matrix helps to prioritize the CX improvements base on a) What matters most to customers b) What the organization is best at delivering. Additionally, it helps to find the drivers that make the customers come back to you because of these drivers (as a key differentiator) His book suggestion: Customer Empathy, Alex Allwood (the last book discussed at the Limetropy book club) Christopher's gold nugget: "in customer experience we are in service. We are looking to achieve better outcomes for other people, not ourselves, we are not part of the equation" How to contact Christopher: https://www.linkedin.com/in/christopher-brooks-1425b7a/ https://clientship.com/ https://www.limetropy.com/the-customer-experience-world-games-2021/ Thank you Christopher! #customerexperience #leadership #innovation #transformation

The CX Goalkeeper had a smart discussion with Deanna Russo Deanna is a Linkedin Strategist, Cheerleader and Accountability Partner at Leverage Up, LLC, which she founded 1 year ago. She grew her LinkedIn Following 25x in 18 months. My learnings: LinkedIn is for everybody, not only for job seekers. It helps to engage with other human beings, to create long-lasting relationships and to grow your business. Direct messages to sell a product or a service don't work. Engagement is the prerequisite! Additionally, the three main pillars of LinkedIn are: 1) Profile: It is your business card Everybody you are engaging with is going to see your profile Picture & Headline are key success factors 2) Content: Content needs to resonate, if you want engagement 6 out of 10 people are on LinkedIn to learn Consistency is key Make content scalable & readable The first sentence should have a great impact to jump to the reader's eyes 3) Engagement: The first hour after publishing a post is critical You should know people that you want to engage with Tagging people in a strategic manner helps creating engagement Hashtags are important too Direct message should be used to share relevant (for the reader) information LinkedIn groups will play an important role in future Her book suggestion: Be from Jessica Zweig Deanna's gold nugget: "I honestly believe in authenticity and when someone says, "be yourself", they are really meaning just that. If you are going to think about what you are on LinkedIn, just be yourself" How to contact Deanna: http://leverageupllc.com/ https://www.linkedin.com/in/deannarusso1/ Thank you Deanna! #customerexperience #leadership #innovation #transformation #linkedin #linkedinsecrets #LeverageUp #PurpleSquirrelMagnet I am sorry for the audio quality.

The CX Goalkeeper had a smart discussion with Adrian Swinscoe Adrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX. We discussed following tracks from his book: With great power comes great responsibilities CX is not F***** metrics Simplicity rules: ok? The answers are right in front of view His book suggestion: Worth It by Dan Price How to contact Adrian: https://www.linkedin.com/in/adrianswinscoe/ https://www.adrianswinscoe.com/ Amazon link to Adrian's book "PUNK CX" Adrian's gold nuggets: "Find something you love to do" "Be curious about everything" Thank you Adrian! #customerexperience #leadership #innovation #transformation #punkcx