Business Transformation Pitch with The CX Goalkeeper

The CX goalkeeper had a smart discussion with Nils Hafner. Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, make the discussions with him unforgettable. My key learnings: First Nils started with CRM Trends in 2006 and then moved to the Customer Experience Trend Radar 2021 The CX Trend Radar 2021 is structured in People, Process & Technology covering 18 Trends (1 additional) positioned on a maturity model. Development in CX Management is technology driven without a real CX vision As a matter of fact, there is an acceleration of digital and decreasing budgets. Therefore, is it important to focus on differentiating factors (compared to competition) One item was added in 2021: governance for design and delivery Suggested focus for 2021: Value Irritant matrix, Digital experience (instant, immersive) and Conversational AI Something special about Nils: His hobby is "Reading and world Domination" His book suggestion: The Effortless Experience, Matt Dixon, Nick Toman and Rick Delisi Nils shares a quote a not the usual gold nugget: "For a complex problem there is always a simple solution, but this is most time wrong" Umberto Eco" How to contact Nils: - http://hafneroncrm.blogspot.com/ - https://www.linkedin.com/in/nilshafner/ - Amazon Link to Nils Hafner's book (German) Thank you Nils! #customerexperience #leadership #innovation #transformation #cxtrends #strategy

The CX goalkeeper had a smart discussion with Gabe Smith After more than 11 years at the American Cancer Society with his last role as Senior Consultant - Customer Experience, he moved to the CXPA - Customer Experience Professional Association as content manager in 2019. He creates and curates non-biased content that connects CX professionals around the world, empowers them to overcome obstacles and drive customer-focused change within their organisations, and elevates the CX discipline in the marketplace. My key learnings: The mission of the CXPA is "We support CX professionals to share, learn, inspire, and grow throughout their entire career" The CXPA has more than 4'000 members from 70 different countries The volunteers play an important role in the community Gabe Smith is the CX wikipedia :) The CCXP is one of the most important certification in the CX world It's more than only an exam. It's also about continuous learning Gabe's gold nugget (summarised): "Customer Experience is the right thing to do financially, and the right thing to do morally" How to contact Gabe: linkedin.com/in/gabesmithccxp/ Thank you Gabe!

The CX goalkeeper had a smart discussion with James Dodkins Yes, I really mean JAMES - THE CX ROCKSTAR! He was named The UK's #1 CX Influencer by Customer Experience Magazine in 2020, he is a GLOBAL KEYNOTE SPEAKER, the HOST OF AMAZON PRIME'S 'THIS WEEK IN CX' and a lot more. The value he brings to the CX community is outstanding. My key learnings: Customer outcome first Start always by asking: who is the customer? Followed by the question: what is the successful customer outcome? Sharing is key and continuous learning is the only way to grow Success doesn't happen by accident, it is carefully planned Productivity hack: TikTok is great to elaborate videos which can be published afterwards on other social media. James gold nugget 🏅: "get into the habit to ask yourself what is the successful customer outcome for the customer" How to contact James: https://www.jamesdodkins.com/ https://www.linkedin.com/in/jamesdodkins/ Thank you James!

The CX Goalkeeper had a smart discussion with Stacy Sherman Stacy Sherman is a mom of two fabulous kids and a Schnoodle dog. Fan of Simon Sinek. She is applying Simon's WHY principles every day & mentoring others to do the same. Stacy is passionate about inclusion & thought diversity (as happy employees lead to happy customers.) She doesn't just talk. She is a doer such as: launching "Women Leaders Making A Difference" community because she knows that small actions lead to big impacts. Stacy is the founder of DoingCXRight and at the same time she is Head of Customer Experience & Employee Engagement at a big corporate. Key learnings: It is important to bringing people, i.e., humans, to the table as we are designing, implementing and deploying new experiences Technology is not the solution. It helps to e.g., to lower the effort Do the basics right and start from the employees Diversity and inclusion are a key success factor As part of humanizing businesses: ask customers not just the NPS but also get information on their sentiments and feelings Level of Effort (LOE) is an important metric Reinforce empathy and listening to nurture relationships How to contact Stacy: https://doingcxright.com/ https://www.linkedin.com/in/stacysherman/ Stacy's gold nugget: "make sure you are not just talking about CX and humanizing business but really doing it. And, while doing it, lead with your heart." Thank you, Stacy.

The CX Goalkeeper had a smart discussion with James Perryman James Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential. James is the founder and director of Momentus Key learnings: It is all about the "moment" to make the customer fall in love with a company and stay in love with a company There are 2 ways to understand CX maturity assessments based on a KPIs selection in the customer journey (e.g., CSAT, NPS) assessing the maturity internally and externally based on 6 key areas 1) Vision, 2) Leadership (Behavior), 3) Customer (VoC) 4) Culture 5) Design methodology 6) Governance. How to contact James : https://momentus.uk.com/ https://www.linkedin.com/in/jamesperryman1/ James' gold nugget: "Think bigger when are setting goals" Thank you James.

The CX Goalkeeper had a smart discussion with Peter Dorrington 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. "Analysis without actions is academy, actions without analysis is anarchy" Key learnings: Experience Management is the intersection among Customer Experience, Employee Experience and Partner Experience ·Predictive behavioral analytic is the combination of data science and behavioral science (e.g., from neuromarketing, behavioral economics) The analytical approach tries to answer the following question: why people do the things that they do, what they are going to do next and what an organization should do with that PBA tries to understand why customers, which look identical on paper, with the same stimulus react in a different way It is about understanding the way we make decisions: what we need, how we feel, what we want, how we get influenced, how we process experiences and what was our history PBA monitors and predicts how customers are feeling to prepare the reaction after a change You, as a company, can tell to me "no" but you, as a company, you need to treat me in the right way (e.g., empathy) Challenges organization faces, e.g., Misunderstanding that more data is better Data we hold about customers is incomplete or out of date Covid-19 changed customer behaviors definitively How to contact Peter : https://xmplify.co.uk/about https://www.linkedin.com/in/peterdorrington/ Peter gold nugget: "Be prepared to demonstrate and quantify the value you bring to an organization. Use the business language to convenience business. ROI is key." Thank you Peter.

The CX Goalkeeper had a smart discussion with Nate Brown Nate Brown is the Chief Experience Officer at Officium Labs, and the Co-Founder of CX Accelerator. His sweet spot is helping employees to understand the customer journey and how they play in role in improving it. He defines himself as a student of Customer Experience. His vision is to helping organization and people to reduce stress and friction and making people life better. Nate Brown speaks about "learning" as a key component of the employee experience: Knowledge is the lifeblood of CX and people are wasting time searching for answers. Therefore, Nate point out that it is important to create a culture where learning is an everyday ritual. There are different ways to learn, to make learning effective and to upskill agents. also, in this case it's about the LEARNING EXPERIENCE The framework is based on following pillars: 1) Learning Culture 2) Strategic Alignment 3) Training Content 4) Supporting Technology 5) People and Processes If you want to contact Nate: www.officiumlabs.io https://www.linkedin.com/in/cxaccelerator/ Nate's golden nugget: "BE LEARNING A LOT"

The CX Goalkeeper had a second smart discussion with Francesca Tempestini. Francesca is speaking about the employee experience at Disney, as she worked there for 5 years. Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled also during the second discussion about her experience at Disney as a cast member. Nowadays, Francesca Tempestini is an Export Manager at FARAONE srl. She is an enthusiastic disseminator of Disney approach. In the following discussion, she explains the whole employee journey. It is important to invest in the employees for 2 main reasons: - Employees will be in touch with customers – "happy and engaged employees creates happy customers". It's really about "feeling". Employees want to be understood and valued - Employees can service in a proper way each customer. If they feel involved and they are enabled to solve customers' inquiries, everything is easier. Therefore, it's an investment in the company itself. About motivated employees: You can smile mechanically or because you feel it (personal implication). If a person really wants to help you, he/she can make the difference compared to a person which executes a pre-defined script. One key principle at Disney is "Leading by example" – even Walt Disney picked up the trash from the floor. The feeling of "we are here together" is key. Employee journey 1) Welcome Letter: - It starts before the first working day: It starts with a letter with the contract. It's a "Welcome" letter with a lot of details about the job and to make the employee life easier - They make you feel WELCOME 2) Two days of intensive training about the park itself and cultural references you need to learn - Respect what other people are doing - Curiosity is really appreciated 3) Collaboration with other people - Everyone is there to help you - No silos mentality, working together is a key success factor - Engaged employees, happy customers 4) Motivation - Employees get motivated in different ways: rewards, team building activities, community events - Gratefulness is one of the Disney value 5) Communication among cast members - Continuous exchange of information at all levels - Other cast members are helping you and showing you your tasks by providing feedback (and helping you to improve) 6) Internal mobility - Internal mobility is supported. You can stay some hours or some days with another division and they show you the jobs - It's also an opportunity to show to others what your team is doing Summarizing - EX is a pre-requited for great CX - Employee experience must be planned - Clear focus on the human being – well treated, safe and empowered employees make the company successful - Brand loyalty is a reality. Employees are the first fans Francesca is sharing her GOLD NUGGET – (quote Walt Disney) You can dream, create, design and build the most wonderful place in the world but it takes people to make the dream reality Francesca's contact details: https://www.linkedin.com/in/francesca-tempestini-3bb36a53/ Thank you Francesca, it was "magic".

Miles C. Thomas is the global head of customer service and experience at International Baccalaureate. Founder HumanizedCX & CX Wales. Chair of Judges at the CX awards and internationally recognized CX leader. A customer experience, success, service and operations leader for organizations such as Deloitte and the International Baccalaureate. Miles explains five steps for a great service and great experiences 1) Engaging and empowering leadership – Executives who understand the importance of CX Buy-in Leader should enable the organization (e.g., from tools and training point of view) to empower employees to meet objectives One key success factor is to speak the language of the executives (e.g. about ROI) Technology should be leveraged as an enabler. The focus should be on customer 2) Culture, employee experience and empowerment The culture is behind everything you do Employees should have a voice (as customers) to create a sense of belonging Empower employees to make a difference: avoiding escalation and giving the employees the opportunity to solve customers' escalation Trust employees (they can also judge situations) The right culture is key to solve issues Miles shares a great example how to understand and empathize with customers, owning and clarify customers issues in a timely manner and make the customer feel happy 3) Build trust and advocacy (consistent service experience) Make sure that customer know what to expect from us (the easiest is to share an SLA – service level agreement as "you will get an answer with the next 24h") A clear experience is valuable for employees and for customers (maintaining promises) Offering consistent experiences is key and keep customer in loop on what is happening Sometimes you can apply the "Random Act of Kindness" and provide something unexpected to the customers. Show that you care about customers. The book of Ian Golding «Customer What» was mentioned as an example. 4) Understand your customers (VOC) Based on three principles defined by Bruce Temkin: i) Make sure that the service you provide meet needs ii) make experiences low effort and iii) make experience enjoyable Experience data should be linked to operational data --> to predict and make right decision The Voice of The Customer is more than a survey and should be adapted to cover the end-to-end experience It is important to have also direct conversation with customers to build a relationship Customers should feel heard Employees should be act and react on the feedbacks 5) Act on this understanding (be seen to act) If you don't act you will stop getting feedback The actions create engagement Even if you cannot implement something customers suggest - inform them and show your appreciation Pay attention to complaints, here an action is always required an action. Understand how the customer is feeling, fix the issue and ensure that it is not happening again The actions build trust, make people feeling valued How to contact Miles: https://www.cxwales.com/ https://www.linkedin.com/in/milesct/ His GOLD NUGGET: Best in class companies start showing that they understand customers, that they care about customers also in a broader way (outside of the direct relationship)

Ana Maria Zumsteg - S1 E6 - second half ....with more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers' needs across 30+ countries, Ana Maria shared some of her top learnings. Ana Maria implemented the NPS framework at Zurich as an enabler to build a long-lasting relationship with customers and employees. The clear goal was not to measure a KPI but impacting people and their life. During the second half of this smart discussion Ana Maria explains the silver lining among Relationship NPS (R-NPS), Transactional NPS (T-NPS) and Employee NPS (E-NPS) The T-NPS is related to servicing while the R-NPS focus on the entire relationship with the company. Ana Maria uses the example of Lamborghini or Ferrari. Most owners of such cars also brand's fans (i.e., R-NPS = 10). However, after a bad service experience (e.g., car not properly washed after being in the dealership) the owner could give a low T-NPS value. It is always about the balance among the three main components: - Brand Perception, - Value proposition (e.g., Quality of your product) - Service. NPS is a critical component of a bigger CX ecosystem of metrics (and not one metric in isolation). Other relevant KPIs could be: - Brand awareness - Product comparison - Competitors comparison - Market studies - Business KPIs like ROI The Employee satisfaction (E-NPS) plays a crucial role for reaching real success in a customer centric transformation. to conclude the smart discussion with a quote to ponder on "There is only one boss: The Customer " (Sam Walton). Ana Maria's contact detail is: https://www.linkedin.com/in/ana-maria-zumsteg/