Business Transformation Pitch with The CX Goalkeeper

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea. These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences. ​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Join us and be part of it. ​

In collaboration with CCW Europe Summit 2025 CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://europe.customercontactweekdigital.com/events-ccweurope _ It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring. Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they're customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all. Episode Chapters 00:00 Game Start 01:09 Bruce Temkin introduces himself 02:01 Bruce shares the values that drive his life 03:50 Discussion on Experience Management 06:44 The difference between CX and XM 08:37 Bruce shares the six laws of Experience Management 14:33 Bruce's favorite law of Experience Management 16:11 Key leadership lessons from Bruce's career 21:04 Bruce's vision for the future of Experience Management 30:02 How to contact Bruce 30:39 Bruce's golden nugget Deep Dive into the Discussion Understanding Experience Management The Difference Between CX and XM The Six Laws of Experience Management Every interaction creates a personal reaction, People are instinctively self-centered, Customer loyalty is about emotions, Customer feedback isn't enough, Unengaged employees don't create engaged customers, and Operational silos can cause bad customer experience. Key Leadership Lessons from Bruce's Career Bruce's Vision for the Future of Experience Management Follow & Subscribe to the CX Goalkeeper Podcast: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment or share your feedback!

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea. These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences. ​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Join us and be part of it. ​

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://europe.customercontactweekdigital.com/events-ccweurope _ Want to know the real reason why CX efforts fail — and how to fix them? In this episode, Eric Smuda reveals why strong governance is the secret to driving CX success. Learn how uniting teams and technology can boost growth, eliminate silos, and create powerful customer experiences. About the Guest Eric Smuda has built a distinguished career based on the belief that taking care of customers to drive organic growth is the most reliable way to help companies succeed. In his various roles, he has focused on translating the voice of the customer into operational improvements, new product and service introductions, and transformational customer experiences that have led to market share, revenue and profitability growth. The list of companies he has worked for as a CX leader or consultant represents some of the most well-known brands in the world: Hertz, Avis Budget, Hewlett Packard, Walgreens, Humana, Mattress Firm, Duke Energy and TopGolf, among others. He is currently the Chief Experience Officer (CXO) for Likewize, a device protection company in Dallas, Texas. Relevant Links https://www.linkedin.com/in/ericsmuda The Top 3 Key Learnings Governance Drives Growth: Governance connects silos and creates shared accountability — making sure every team is aligned to meet customer needs. People Over PowerPoints: Real CX change happens when leaders collaborate in person, share goals, and build trust — not just through frameworks. Tech is a Partner, Not a Replacement: AI and digital tools must enhance human roles, not replace them. The balance between tech and people is key to future CX success. Chapters 00:00 Introduction and Guest Welcome 01:12 Eric's Background and Values 03:47 Importance of Governance in CX 05:20 Creating Effective Governance Frameworks 09:47 Addressing Resistance and Building Trust 11:43 Future of CX: Technology and Human Collaboration 17:31 Conclusion and Final Thoughts Keywords: customer experience, CX governance, Eric Smuda, CX Goalkeeper, cross-functional collaboration, digital transformation, customer journey, seamless customer experience, AI in CX, servant leadership, CX podcast, Gregorio Uglioni, governance frameworks, customer-centric growth, tech and human collaboration, breaking silos, customer insights, Follow & Subscribe to the CX Goalkeeper Podcast: Podcast Page: https://www.cxgoalkeeper.com/Podcast Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment or share your feedback!

This episode is a powerful conversation with Peter Nicholson about transforming home healthcare through Ohana. Discover how his personal mission and professional background are creating real change in aged care, training caregivers with purpose, and helping older adults live with dignity. About the Guest Peter Nicholson is Managing Director of ALTKEA, a global healthcare consultancy. For five years, he was responsible for the global business development function of Dermavant Sciences GmbH and was GM of its Swiss affiliate before the company was acquired by Organon. Prior to that, he was responsible for the global strategy and business development functions at Galderma (Nestlé / L'Oréal), and before that at Mentor (Johnson & Johnson) and Inamed (Allergan), where he led the groups responsible for strategic partnerships, licensing agreements, acquisitions, joint ventures, divestitures and out-licensing. He spent six years at Amgen working in product development, investor relations and product licensing roles created the company's corporate venture capital program. He became aware of issues in elder care through his parents' health decline and co-founded of OHANA HEALTH, a social impact company focused on professionalizing the vocation of caregiving to upskill workers and empower them to provide person-centered care for older adults while lowering the burden on healthcare budgets. Relevant Links: https://www.linkedin.com/in/peter-nicholson-b9b3ab1b7/ https://ohana.health The Top 3 Key Learnings Empowering Caregivers Is Essential: Proper training and support for caregivers improve both job satisfaction and patient outcomes. Technology and AI Can Elevate Aged Care: Personalized learning paths and care planning tools help caregivers and healthcare systems work more effectively. Aging with Dignity Is a Human Right: By rethinking aged care, society can provide more respectful, informed, and compassionate support for the elderly. Chapters 00:00 Introduction and Guest Welcome 01:22 Guest Introduction: Peter Nicholson's Background 03:09 Values Driving Professional Life 04:16 The Origin and Meaning of Ohana 05:05 Challenges in Aged Care and Demographic Shifts 07:18 Inspiration Behind Ohana and Its Mission 11:55 Innovative Training and Workforce Development 23:21 Future Vision and Global Expansion 27:26 Conclusion and Final Thoughts Follow & Subscribe to the CX Goalkeeper Podcast: - Apple Podcast: http://cxgoalkeeper.com/apple - Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment or share your feedback!

We are revisiting one of the most downloaded episodes of the CX Goalkeeper Podcast; we were joined by Joey Coleman, an expert in customer experience and the author of "Never Lose an Employee Again." This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both. Top 3 Key Takeaways Employee Experience as a Recruiting Tool: Companies can differentiate themselves in the job market by focusing on meaningful and unique employee benefits. The perks should not only be attractive but also reflective of the existing employee base. The Human Aspect in Leadership: Connecting emotionally and personally with your employees can go a long way in fostering a positive work environment. This connection makes the journey towards achieving business goals more cohesive and enjoyable. The Power of Empathy: As Joey's "Golden Nugget" suggests, "There's always an opportunity to treat humans as humans and to form personal and emotional connections... The best way to create these connections is through empathy." Joey Coleman: Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he collaborates with organizations worldwide, ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His two books have received critical acclaim, and both were instant Wall Street Journal bestsellers. Never Lose a Customer Again offers strategies and tactics for turning one-time purchasers into lifelong customers, and his newest book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he's spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his fantastic wife and two young sons. Contact Details: https://joeycoleman.com/ https://www.linkedin.com/in/joeycoleman1/ Joey's books With insightful observations and actionable advice, this episode is a must-listen for anyone seeking to enhance their company's customer and employee experiences. Follow, rate, and review the podcast. - Apple Podcast: http://cxgoalkeeper.com/apple - Spotify: http://cxgoalkeeper.com/spotify

Are you truly the leader you want to be—or just reacting under pressure? In this powerful episode, Sabina Nawaz shares hard-earned insights from decades of coaching CEOs and writing her new book, You Are the Boss. Discover how to navigate leadership challenges and lead with intention, clarity, and care. About the Guest Sabina Nawaz is an elite executive coach who advises C-level executives and teams at Fortune 500 corporations, government agencies, nonprofit organizations, and academic institutions worldwide. Sabina gives dozens of keynotes, seminars, and conferences each year and teaches faculty at Northeastern and Drexel Universities. During her fourteen-year tenure at Microsoft, she transitioned from managing software development teams to leading the company's executive development and succession planning efforts for over 11,000 managers and nearly 1,000 executives. She is the author of YOU'RE THE BOSS: Becoming the Manager You Want to Be (and Others Need). Relevant Links https://sabinanawaz.com/ https://www.linkedin.com/in/sabinanawaz/ https://www.instagram.com/sabinacoaching/ The Top 3 Key Learnings Leadership can quietly derail with success — Promotions increase pressure, which can distort behaviors and distance leaders from honest feedback. Listening is a superpower — Developing your "shut up muscle" by speaking less and asking more questions helps you hear diverse perspectives and build stronger teams. Micro-habits create sustainable self-care — Managing stress through tiny, consistent habits like one mindful breath daily helps maintain performance and wellbeing. Chapters 00:00 Welcome and Guest Introduction 00:55 Career Highlights and Values 03:01 Discussing the Book: 'You Are the Boss' 03:20 Recognizing and Managing Power and Pressure 07:36 Effective Leadership Communication 13:01 Managing Stress and Wellbeing 15:38 Leadership Blind Spots and Continuous Improvement 18:57 Final Thoughts and Golden Nugget Keywords: leadership development, Sabina Nawaz, CX podcast, you are the boss book, pressure in leadership, power gap in management, leadership blind spots, self-care for leaders, executive coaching, shut up muscle, micro habits for stress Follow & Subscribe to the CX Goalkeeper Podcast: Podcast Page Apple Podcast Spotify We'd love to hear your thoughts — leave a comment or share your feedback!

In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of "Doing CX Right," Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty. A Short Description of the Guest Stacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring that CX is done right. Her dedication to improving customer and employee experiences shines through her work, including speaking engagements, workshops, and her podcast. Contact Details: Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/ Stacy's webpage: https://doingcxright.com/ Stacy's podcast: https://doingcxright.com/podcasts/ 3 Key Learnings Human Connection is Key: Beyond processes and technology, the essence of CX and leadership lies in genuine human connection and understanding. Leadership is a Practice of Empathy: Effective leadership is characterized by empathy, active engagement, and the ability to unify and motivate. The Importance of Reflection: Taking time to pause and reflect can significantly enhance decision-making and interpersonal relationships. Follow and Subscribe for More Insights: Don't miss out on valuable conversations like this! Subscribe to the CX Goalkeeper Podcast on your favorite platform and follow us for the latest episodes on transformation, leadership, and customer experience. Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify Your feedback is invaluable to us. Please subscribe, follow, and leave us your thoughts or reviews. Your insights help us keep the conversation going and deliver content that resonates with you.

This episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of "WFM Unfiltered," shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age. About the Guest a few words from Irina: My entire career has been in WFM. I have performed all the operational roles in the WFM cycle—from forecaster, planner, intraday specialist, to Manager. I have also worked as an external consultant and on the vendor side. As a result, I've delivered WFM solutions, optimised planning processes, and set up WFM teams, structures, and methods from scratch in over 50+ small, medium, and large organisations across the Globe, from China to the US, Canada, Australia, India, South Korea, and in the whole of Europe. I currently have my own company, RightWFM, a consulting company that delivers WFM solutions, from setting up teams and structures to optimising current processes and selecting, implementing, and optimising software. I am also the host of WFM Unfiltered. Relevant Links https://www.linkedin.com/in/irina-mateeva-wfm-consultant https://www.youtube.com/@WFMUnfiltered https://rightwfm.com The Top 3 Key Learnings Workforce Management Is CX's Front Door: Great customer experience starts with having the right people available. WFM is not just a scheduling function—it's how businesses show up for their customers. AI Should Enable, Not Replace: Automation is powerful for removing waste, but the real value comes from insights and human-led analysis. You can get your processes right before you jump into tech. Hybrid Work Needs Human Touch: Remote work stays here, but complete remote setups can limit connection and teamwork. Balance flexibility with in-person interaction to build strong teams. Chapters 00:00 Introduction and Guest Welcome 00:55 Irina's Background and Podcast 02:37 Core Values in Professional Life 03:44 Impact of Workforce Management on Customer Satisfaction 05:54 Integrating AI in Workforce Management 10:03 Challenges of Hybrid and Remote Work 13:18 Handling Customer Expectations and Seasonal Peaks 18:23 Top Priorities for Contact Center Leaders 20:41 Future of Workforce Management and Final Thoughts Keywords customer experience, workforce management, WFM, Irina Hollatz, Gregorio Uglioni, contact centers, AI in customer service, automation, hybrid work, remote teams, process improvement, digital transformation, employee experience, empathy in leadership, Black Friday operations, scheduling optimization, call center leadership, workforce strategy, customer service technology, WFM consulting, 🎧 Enjoyed this episode? Please follow and subscribe to the podcast to stay updated on impactful conversations like this one! 🍏 Apple Podcast: https://apple.co/3qYr4nh 🎧 Spotify: https://bit.ly/3GhCGXeCXGK We'd love your feedback! Let us know your thoughts and what you'd like to hear next. Thank you for being part of the CX Goalkeeper community!

In the ever-evolving customer experience landscape (CX), the CX Goalkeeper Podcast stands out by bringing thought leaders and industry pioneers to discuss the future of customer engagement and leadership. This "best of" is no exception, featuring an insightful conversation with Lou Carbone, a trailblazer in experience management and the founder of Experience Engineering. About the Guest: Lou Carbone Lou Carbone has been at the forefront of customer experience for decades, helping organizations shift their focus from transactions to transformative experiences. With a career spanning several years, Carbone's methodologies have influenced countless businesses to reevaluate how they interact with their customers, making him a sought-after speaker and consultant in CX. For more on Lou Carbone's work, follow him on LinkedIn or visit the Experience Engineering website. Three Key Learnings Simplification is Key: Simplifying customer and employee interactions can significantly enhance the overall experience. The Power of Emotional Engagement: Establishing an emotional connection with customers is crucial for building long-lasting relationships. Redefining Success Metrics: Moving beyond conventional metrics to include emotional and experiential measurements provides a more holistic view of customer satisfaction. Listen to the Episode Dive deeper into these insights by listening to Episode 167 of the CX Goalkeeper Podcast with Lou Carbone. Tune in to discover how to transform your organization's customer experience from ordinary to extraordinary.