Business Transformation Pitch with The CX Goalkeeper

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 Insurance as the enabler to build a long-lasting relationship with customers and employees. From the beginning, the clear goal was not to measure a KPI but impacting people and their life. The core of her work focuses on "building relationships with customers" and not on creating a measurement framework. CX is really about understanding the customers. The KPI is only the cherry on top of the cake. There are three relevant drivers, which need to be properly understood: · The brand's perception, · The value proposition (e.g., price) and · The customer servicing In particular, the customers' feedbacks are really important to understand what is behind a relationship and how it is possible to build it in a positive way. Ana Maria explains also how to leverage such a mindset: if you start working and implementing your vision, you should use some KPIs to measure ,where you are. By using KPIs such as NPS you can be faster at identify improvements. Gaining awareness and delivering on areas that really matter to the customer is key. It could be possible that the NPS gets interpreted as a "control tool". Therefore, it is important to ensure a proper understanding of it. For example by starting by sharing positive feedbacks, celebrating employees which are positively impacting people life helps making it understandable. Also, the negative feedbacks could help to understand what customers think and quickly identify pain points. Additionally, not all changes with a strong positive impact on CX, require a financial investment. Sometimes, merely changing the messaging strategy or simple changes in the way processes took place had a tremendous and immediate impact on CX. It is clear, that the NPS as a measurement shows some weaknesses. For example, the NPS values cannot be compared among different countries (American people rates differently than people from Germany). The first discussion with Ana Maria ends with her interesting question. · "Who are we really?" · "Which roles are we taking in life?" She states that everybody is covering different roles as in business as in the private life. Ana Maria is convinced that people should show their real personalities. "Be who you are among these roles" and in front of challenges there are 2 choices: "start coping with the challenge or start crying". ... And it is clear which way people should take. At the end, Ana Maria's shares her GOLD NUGGET: "Decide who you are, live by your values, treat customers and employees by those values. When you look at yourself at the mirror, you shuold look free and happy." In relation to the NPS: "whatever you do, whatever framework you use, the real essence of a customer experience strategy is to build relationships. You build relationships with integrity, listening and accepting what you listen to." Ana Maria's contact details are: https://www.linkedin.com/in/ana-maria-zumsteg/

Francesca Tempestini Serie 1 - Episode 4 Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled during this smart discussion about her experience at Disney as a cast member. Francesca Tempestini is an Export Manager at FARAONE srl and NODO srl. She is an enthusiastic disseminator of Disney approach. Francesca is sharing following core principles, she learnt at Disney and she is still applying years after she left Disney: · Place people at the center of everything you are doing · Put the right attention to the human connections · Every interaction has a reason · It is "natural" to listen to people · Leverage your emotional connection The Disney Mission (source: https://thewaltdisneycompany.com/about) The mission of The Walt Disney Company is to entertain, inform and inspire people around the globe through the power of unparalleled storytelling, reflecting the iconic brands, creative minds and innovative technologies that make ours the world's premier entertainment company. We discussed that this definition is: - All about PEOPLE - About moving emotions - This is a mission that every company could share! (not only in the entertainment business) Please remark that: - Guests is the definition of customers at Disney - Cast Members is the definition of employees at Disney Francesca shared her experiences during the first days at Disney with us: During the selection interview, she mentioned that she was not sure about where exactly to work, therefore she got the opportunity to start a training program, which had lasted for 15 months before she decided where she wanted to work. The first days were full of enthusiasm and she participated to the first training named "TRADITION" During this training, Disney make sure that all the relevant information as values, historical data and organizational cornerstones are properly shared. Francesca states, that this training is really important because it gives to the cast member a clear perspective on what to do, what are the expectations and to ensure that there is an aligned "FIT". It's very well known that cast member in the Disney parks have three main tasks. - Make the job you are hired for - Take care of the guests - Take the property clean These are "natural" values! if you are working for Disney or not, there are simple tasks that should keep in mind. Afterwards Francesca shares some interesting interactions with some guests - "The stroller story" - "How to keep bees busy in the Disney parks" With following learnings: - Pay attention to details and go the extra mile - Empower employees to completely fulfill their duties - Be passionate about what you are doing - Internal information sharing among cast members is a key success factor - It is not "because of Disney" - everywhere you can leverage the Disney approach - Take care of the guests (it is not about spending millions of dollars) At the end Francesca shared her GOLD NUGGET: - "Just keep swimming (Nemo)"

Martin Wettstein is an innovative and strategy driven senior leader with over 20 years of front-line experience establishing new IT functions from the ground up, rebuilding existing departments, and developing and implementing best-in-class systems, procedures, and policies. Martin is adept at creating long-term strategies, aligning IT deliverables with business objectives, and supporting drastic business transformations and disruptions. He strongly believes that people, computer and knowledge are key to anything happening in our industries. Martin shared following highlights and a lot more during this podcast: in general: "yesterday's innovation is today's legacy and tomorrow's strectfall" "to create a good user experience it sounds very easy but it's a nightmare to get" "automation starts from the core and not from the interface to the customers" about working from home: move from "presence management" to " result management" we believe in people we still need to feel sense and see people about industrialization of programming: "we will get it as a service" his GOLD NUGGET: "be always kind to people, don't judge them, listen to them"

Heike Wiegand is Partner at KPMG in the insurance practice. She is an expert in several fields like insurance, strategy and consulting. In this episode Heike shares his view of the status of the insurance Industry. In particular, she is giving some great insights on digitization and customer experience. Additionally, she explains how the consulting business is evolving during the COVID-19 pandemic. I had the pleasure to directly work with Heike. I learnt a lot from her. I particular I really appreciated her strategic, long-term view.

Jonathan Daniels is very well known in the CX world. He is the author of the book "The Customer Experience Playbook" He is dedicating his time co-creating, training and coaching organisations and leaders, giving practical tips on becoming customer-centric. Cofounder of cx-brussels Director of cx-centric.com Director of daniels-solutions.com