THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

Why You Can't Miss This EpisodeIn this compelling episode of the CX Goalkeeper Podcast, Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employee experiences in driving success. This is a must-listen for anyone passionate about transforming organizations and delivering exceptional value to customers and teams alike.About the GuestGreg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked with some of the world’s top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria’s Secret, and Toyota.He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup.Greg has written over 20 books on marketing and marketing technology, including his 10-part Agile Brand Guides series on marketing technology platforms and practices. His recent book, the best-selling House of the Customer (2023) discusses the 1:1 personalized customer experience of the future, and how brands can organize the people, processes, and platforms that enable it.Relevant Linkshttps://www.linkedin.com/in/gregkihlstrom https://www.gregkihlstrom.comThe Top 3 Key LearningsFour Pillars of Transformation: Effective digital transformation hinges on integrating people, processes, platforms, and data. While technology matters, success ultimately depends on how well organizations address human and procedural challenges.Agile for Transformation: Agile methodologies can look different for every organization. Focus on principles like collaboration, adaptability, and delivering business value, rather than rigidly adhering to predefined methods.Return on Experience: Investing in customer and employee experiences yields measurable benefits, such as increased customer loyalty, higher lifetime value, and improved organizational efficiency.Chapters00:00 Introduction and Guest Welcome00:33 Greg Kihlström's Background and Career01:55 Values Driving Professional Life02:54 Digital Transformation Challenges05:11 Measuring Return on Experience09:23 Implementing Agile Methodologies14:10 Practical Tips for Digital Transformation16:47 AI in Digital Transformation22:14 Future of Customer Experience24:23 Conclusion and Final ThoughtsWe would love your feedback! Let us know how this post resonated with you, and don’t forget to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform:Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGK

In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen!Episode SummaryThis episode is packed with insights from three CX leaders: Federico Cesconi, Michael Brandt, and Beppe De Vincenti. Together, they explore trends shaping the future of CX, emphasizing topics like agentic AI, employee empowerment, and personalization.Federico shares his vision of agentic AI, describing a world where AI agents interact seamlessly with each other to fulfill complex customer needs. Imagine booking a holiday with one request while AI takes care of all the details—this kind of intelligent system is what Federico sees revolutionizing CX by 2025.Beppe dives into the importance of company culture and the investment in employee training. As businesses face challenges in cultivating customer-centric environments, enhancing employee skills becomes a priority. Empowered employees lead to improved customer interactions and long-term success.Michael adds a critical dimension, linking employee experience to customer experience. He highlights the need for stable, skilled teams to improve service and introduces the balance required for hyper-personalization. Overdoing it can alienate customers, but the right approach creates smoother, more personalized experiences.The Top 3 Key LearningsAgentic AI Revolution: AI agents will transform how customers interact with services, simplifying tasks and providing highly efficient, human-like support.Employee-Centric Culture: Investing in employee training and experience drives better CX outcomes, ensuring employees are skilled, satisfied, and engaged.Balanced Personalization: Hyper-personalization has its limits. Companies must find a balance that feels tailored but not invasive to customers.Chapters00:00 Introduction and Guest Presentation 02:42 Discussion on Trends for 2025 11:16 Reflections on 2024 and Key Learnings 20:22 Closing RemarksKeywordscustomer experience trends, CX 2025, agentic AI, hyper-personalization, employee experience, customer-centric culture, AI in CX, CX leadership, future of customer experience, customer experience transformationI’d love to hear your thoughts on this episode! What trend excites you most for the future of customer experience? Let us know by leaving a comment or review.Also, follow and subscribe to the CX Goalkeeper Podcast to stay updated with future episodes:Podcast PageApple PodcastSpotifyYouTubeThank you for listening and supporting the CX Goalkeeper Podcast!

Why You Can't-Miss This EpisodeDive into the fascinating future of customer interactions as Sirte Pihlaja discusses the rise of machine customers and digital assistants. Discover how this emerging technology will revolutionize customer experiences, reshape industries, and create a new era of business opportunities. This episode is your guide if you want to stay ahead in CX.About the GuestSirte Pihlaja is the CEO and Customer Experience Optimiser of Shirute, the first customer experience agency in Finland. She is also heading the activities of the Customer Experience Professionals Association (CXPA) in Finland. Sirte is an internationally known expert in her field, a trainer, designer, and strategist with over 25 years of experience in advising large domestic and international corporations and brands in different industries (e.g., Elisa, Arabia, Fiskars, Hackman, Iittala, Marimekko, Nokia, Nordea, Rovio, S-Group, TeliaSonera, Veikkaus, VR and Finnish Broadcasting Company).Sirte delivers creative solutions in customer experience research and experience design, customer experience management, data-driven business, the voice of customer and reputation management, and concretizing solutions through multi-channel service design.Relevant Linkshttps://linkedin.com/in/sirte https://www.shirute.fi/en https://www.machinecustomers.fi The Top 3 Key LearningsMachine Customers Are the Future: Autonomous digital assistants are evolving rapidly, offering businesses a unique opportunity to innovate and engage with a growing market segment.Empathy Meets Automation: While human connections remain essential, companies must also adapt to machine interactions that prioritize efficiency and convenience.Prepare for Hyper-Personalization: The rise of machine customers will demand tailored customer journeys and proactive, AI-driven solutions.Chapters00:00 Introduction and Guest Presentation 04:18 Exploring the Concept of Machine Customers 06:24 Practical Examples and Uses of Digital Assistants 09:12 Creating and Utilizing Digital Assistants 13:12 Challenges and Opportunities for Companies 23:26 Future of Machine Customers and AI 27:38 Conclusion and Contact InformationKeywordsmachine customers, digital assistants, customer experience, CX innovation, autonomous systems, generative AI, hyper-personalization, customer journeys, CX strategy, future of CX, AI in CX, empathy in CX, AI tools, proactive solutions, digital transformationFinal NoteThank you for tuning into the CX Goalkeeper Podcast! If you enjoyed this episode, make sure to subscribe, share, and leave a review. Stay connected for more insightful discussions:Podcast PageApple PodcastSpotifyYouTubeFeedback is always welcome—don’t hesitate to reach out and share your thoughts!

Why You Can't-Miss This EpisodeIn this episode of the CX Goalkeeper Podcast, Gregorio sits down with Dr. Chris Brown, co-author of The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance. They explore the seven disciplines of customer-centricity, the critical role of foresight, and practical ways to embed customer culture across organizations. Whether you're an executive, manager, or CX enthusiast, this conversation is packed with actionable insights that can transform your approach to delivering exceptional customer value.About the GuestDr Chris L Brown is the MRI Benchmark SaaS business co-founder and a customer-centric leader, culture, and strategy expert. His award-winning book “The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance.” is published by McGraw-Hill, New York. Chris is part of Harvard Business School’s global faculty for Customer-Centric Organizations. He has contributed to the Harvard Business Review, Strategy and Leadership, and CEO Magazine. He is the host of The Relentless Customer Leader Podcast. Chris received his Doctorate from Pepperdine University in Malibu, California.Relevant Linkshttps://www.linkedin.com/in/christopherlbrown/ https://www.mribenchmark.comThe Top 3 Key LearningsCustomer foresight is essential for staying competitive: Successful businesses invest in understanding future customer needs, leveraging tools like peripheral vision to predict trends and adapt accordingly.Collaboration drives innovation: Bringing diverse teams together fosters unique perspectives that enhance problem-solving and customer-centric initiatives.Small changes, big impact: Shifting priorities, such as putting customers first in meeting agendas, can significantly influence organizational culture and business outcomes.Chapters00:00 Introduction and Guest Presentation 04:00 Defining Customer Culture 06:00 Challenges in Customer Culture 10:46 Market Responsiveness Index 13:32 Adapting to Customer Expectations 16:19 Success Story: Canon 21:19 Future of Customer Experience 24:05 Contact Information and Final ThoughtsKeywordscustomer culture, customer-centricity, CX transformation, customer foresight, Market Responsiveness Index, organizational collaboration, customer experience trends, AI in CX, customer insights, customer-centric leadership, CX strategies, customer value, business transformation, Chris Brown, CX Goalkeeper Podcast.Did you enjoy this episode? Don’t miss future insights on customer experience, leadership, and transformation! Follow and subscribe to the CX Goalkeeper Podcast:Podcast Page: CX GoalkeeperApple Podcast: SubscribeSpotify: Listen NowYouTube: Watch HereYour feedback is valuable. Please leave a comment, share, and help us promote this podcast. Thank you for being part of the CX Goalkeeper community!

Why You Can't Miss This EpisodeThis episode dives deep into practical strategies for getting things done right, balancing the needs of customers, employees, and businesses. Michelle Spaul, a seasoned CX consultant, shares actionable tips to ensure sustainable success in customer experience while maintaining empathy and integrity. Learn how to elevate decision-making, manage risks effectively, and align strategies for long-term growth.About the GuestMichelle is an independent CXM consultant who blends business expertise with a fresh perspective. She helps clients understand their customers, meet their needs, and achieve remarkable business outcomes. Michelle has been using Customer Feedback for over 30 years to improve products, services, and touchpoints. She shares her experience and lessons with the business community through hands-on support and mentoring. She fosters sustainable change by influencing colleagues and emphasising the value of customer experience management.Relevant Linkshttps://customerexperienceconsultant.co.uk https://www.linkedin.com/in/michelle-spaul-customerexperience/ The Top 3 Key LearningsBalance Is Key: A successful CX strategy integrates the needs of customers, employees, and the business. It’s not about customer-centricity alone but finding harmony between these elements for sustainable growth.Master the Basics Before Innovation: Focus on delivering consistent, reliable services that meet functional needs before adding extraordinary elements. Basics create the foundation for long-term trust and loyalty.Stop, Think, and Listen: Leaders should pause and evaluate decisions from all perspectives—business, employee, and customer—ensuring alignment with long-term strategies and goals.Chapters00:00 Introduction and Guest Presentation 02:47 Values and Balancing Business, Customer, and Employee Needs 03:04 Practical Tips for Balancing Business and Customer Needs 09:35 Balancing Short-Term Gains with Long-Term Vision 12:45 The Role of Philosophy and Values in Decision-Making 16:38 Prioritizing Quality Over Speed 19:42 Understanding Customer Needs and Adding Value 26:13 Future of Customer Experience 27:30 Contact Information and Final ThoughtsKeywordscustomer experience, CX strategy, quality management, balancing needs, practical tips, risk management, employee alignment, customer satisfaction, innovation in CX, sustainable business growth, Michelle Spaul, Gregorio Uglioni, CX Goalkeeper Podcast, practical CX strategies, functional needs, customer journey, stop think listen, organizational goals, reliable servicesFeedback Is a Gift! Did you enjoy this episode? Please share your thoughts and let us know your key takeaways. Don’t forget to follow and subscribe to the CX Goalkeeper Podcast:Podcast Page: CX GoalkeeperApple Podcast: Listen on AppleSpotify: Listen on SpotifyYouTube: Watch on YouTubeLet’s continue transforming CX together.

Why You Can't-Miss This EpisodeThis episode of the CX Goalkeeper Podcast dives into the fascinating world of data transformation with Michela Greco. Discover how data quality fuels insights that drive exceptional customer experiences, actionable strategies to maintain data standards, and the human touch required to create impactful outcomes. Michela shares her journey and practical tips to help businesses bridge the gap between numbers and meaningful decisions.About Michela GrecoExpert in CRM, Customer Data, and Customer Service platform implementation- Sales support- Data analysis & insights- Customer experience passionateRelevant Linkslinkedin.com/in/michela-greco-crm-04061986The Top 3 Key LearningsData Quality is Key: Accurate, complete, and consistent data is the foundation for reliable insights, actionable reports, and meaningful customer engagement.Cross-Functional Collaboration: Breaking down silos between departments ensures a unified customer view and fosters better decision-making.Continuous Monitoring and Accountability: Periodic data checks and team accountability maintain high data standards, supporting long-term system usability and trust.Chapters00:00 Introduction and Guest Presentation03:01 Core Values and Professional Journey04:30 Defining Data Quality in Customer Experience08:42 Ensuring Data Quality Over Time14:48 Extracting Insights from Data18:51 Example of Effective Data Integration21:45 Future of Customer Experience22:02 Contact Information and Closing RemarksKeywordsdata transformation, data quality, actionable insights, customer experience, CX podcast, Michela Greco, cross-functional collaboration, system usability, customer engagement, tailored experiences, unified customer view, data silos, business insights, CX GoalkeeperDid you enjoy this blog? Share your thoughts, and let us know how we can improve!Please follow and subscribe to the CX Goalkeeper Podcast:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Thank you for being part of the CX Goalkeeper journey!

In this episode of the CX Goalkeeper Podcast, Federico Cesconi dives deep into the future of customer experience management, revealing the potential of artificial intelligence in transforming how companies manage customer feedback. He introduces the "Insight Narrator," a groundbreaking tool that simplifies customer feedback analysis, using AI to provide actionable insights faster than ever before. This episode is a must-listen if you're keen on learning how technology can streamline customer experience processes.About the GuestI'm a seasoned professional with immense experience in customer insights and marketing analytics. From Customer Relationship Management to Customer Experience Management, I specialize in helping companies utilize technology and data to make the right decisions for business growth.Today, I'm the co-founder of sandsiv+ (https://sandsiv.com), a software-as-a-service solution powered by Artificial Intelligence (AI) to help companies around the world correctly measure Customer Experience (CX) and actively manage Customer Journey (CJ).With over 20 years of experience in data science and marketing, I helped Sandsiv+ adopt a visionary methodology for gathering and analyzing information concerning customers, their details, their experiences, and their activities to build deeper and more effective customer relationships and improve strategic decision-making.Relevant Linkshttps://www.linkedin.com/in/federico-cesconihttps://sandsiv.com/sandsiv-unveils-insight-narrator-revolutionizing-ai-capabilities-in-sandsiv/The Top 3 Key LearningsAI Can Automate Time-Consuming Tasks: The Insight Narrator uses AI to automate customer feedback analysis, reducing the time spent on repetitive tasks and enabling quicker decision-making.Actionable Insights at Your Fingertips: AI provides real-time, prioritized insights, helping CX managers identify and address the most critical issues that affect customer satisfaction.The Future of CX is AI-Driven: Federico highlights how AI tools like Insight Narrator make customer experience management more accessible and effective, even for smaller companies.Top 3 Quotes“The Insight Narrator doesn’t just find satisfaction drivers—it provides actionable insights to improve customer experience.”“With AI, what used to take weeks can now be done in minutes.”“Customer experience management should be about making life easier for both customers and the professionals managing their feedback.”Chapters00:00 Introduction and Guest presentation 03:05 The Impact of Generative AI on Customer Experience 13:57 Introduction to the Insight Narrator Tool14:16 Development and Functionality of the Insight Narrator 18:19 Benefits and Applications of the Insight Narrator 23:56 Future Developments and Improvements 29:27 Conclusion and Call to ActionWe’d love to hear your thoughts! Did you enjoy this episode? Please share it with your network, and don’t forget to subscribe and follow the CX Goalkeeper Podcast on your favorite platforms: Apple Podcast | Spotify

In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape.About the GuestCEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform that unifies enhanced digital solutions for contact centers. Glassix has been a leading Israeli Software Company since 2015. In addition to offering comprehensive products, such as those mentioned above, we are working 24/7 to improve & update our products to fit market needs using cutting-edge technologies. Glassix was born to change the way we serve customers through customer service & technology experts who want to give your business the best!Relevant Linkshttps://www.linkedin.com/in/guy-shalomhttps://www.glassix.com/podcastshttps://www.glassix.comThe Top 3 Key LearningsAI Empowers Human Agents: AI can provide real-time support to agents, speeding up processes and improving the quality of customer service by suggesting appropriate responses based on customer history and conversation context.Hyper-Personalization is Key: AI can analyze customer interactions on a deeper level, incorporating emotions, past conversations, and even physical cues to deliver highly personalized customer experiences.AI and Human Collaboration: The future of contact centers lies in the seamless collaboration between AI-driven bots and human agents, where AI handles routine tasks and agents focus on more complex, emotionally nuanced situations.Chapters00:00 Introduction and Guest Presentation 03:56 The Role of AI in Contact Centers 05:00 Employee Experience and AI Implementation 08:27 Hyper-Personalization and Empathy in AI 13:44 Balancing Human Connection and AI Efficiency 15:58 Preparing for the AI Transformation 17:46 Privacy and Ethical Considerations 19:12 Future of AI in 10 Years 24:38 Conclusion and Contact InformationThank you for reading this blog post. If you enjoyed the episode, please subscribe and follow the podcast using the links below:Apple Podcast: Apple Podcast LinkSpotify: Spotify LinkWe are looking forward to your feedback!

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, streamline business processes, and drive customer retention. You’ll walk away with actionable insights into how data and AI can deliver real business value while maintaining a human touch.About the GuestMohan is an accomplished leader in Customer Analytics and Insights. He currently heads the function at Upwork within the CX organization. With over 12 years of extensive experience spanning the financial services, technology, and consulting sectors, Mohan has honed his expertise in Data Analytics and Insights.Throughout his career, Mohan has built decision-making systems and solutions that address complex customer problems and drive product innovation. His role at Upwork allows him to leverage data to uncover critical insights, shaping strategies that enhance customer experiences and business outcomes.Mohan’s passion for utilizing data to solve real-world problems and his commitment to driving product innovation make him a valuable asset to any organization. His deep understanding of customer behavior and market trends positions him as a thought leader in the CX space, continually striving to elevate customer experience standards through data-driven insights.Relevant Linkshttps://www.linkedin.com/in/mohankrishnamannavaThe Top 3 Key LearningsAI and Hyper-Personalization: AI enables hyper-personalized experiences by tailoring content and interactions based on customer preferences and behavior, significantly improving retention and satisfaction.Connecting CX Metrics to Business Outcomes: Companies must track CX metrics like NPS and tie them back to revenue, customer retention, and business value.Balancing Technology with Human Empathy: While AI can streamline and optimize customer service, maintaining a human touch is critical to ensuring empathy and meaningful connections with customers.Top 3 Quotes"The key to exceptional customer experience isn’t just about having the most advanced technology; it’s about finding the perfect balance between technological innovation and human empathy.""AI and machine learning can help us understand what drives customer retention or churn and allow businesses to focus on what needs improvement for meaningful outcomes.""Behind every data point is a real person with real emotions and real needs. We should let AI augment human capabilities, not replace them."Chapters00:00 Introduction and Guest Presentation 02:30 Values and Drivers 04:02 Role of AI and Machine Learning in Business 06:30 Specific Examples of AI Integration 09:08 Connecting Metrics to Business Outcomes 13:43 Skills for Staying Relevant in CX 18:25 Exciting Trends in AI and ML 21:32 Ethics in AI and ML 25:24 Future of CX and Final Thoughts 29:51 Closing RemarksThank you for reading! We’d love your feedback. Don’t forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:Apple PodcastSpotify

In this episode of the CX Goalkeeper Podcast, Jonathan Stutz shares his journey and insights on building inclusive leadership cultures within organizations. As the author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, Jonathan outlines actionable steps that leaders can take to foster diversity, equity, and inclusion in the workplace. From personal anecdotes to practical advice, this episode is packed with valuable lessons on leadership and the importance of creating a sense of belonging for all employees. Don’t miss this episode if you're passionate about developing inclusive leadership and driving organizational success.About the GuestWith 25+ years leading inclusion, diversity, equity, and cross-cultural management at Microsoft, Amazon, and Zulily, I now lead a consulting practice supporting organizations committed to building a culture of belonging for their employees. I most recently published my first book, Daily Practices of Inclusive Leaders. My company, Global Diversity Partners, has a mission to help organizations navigate uncomfortable topics and cultural dilemmas with graceful conviction, challenge the status quo, and achieve the improvements they seek.Relevant Linkshttps://Inclusivepebbles.com https://www.linkedin.com/in/jstutz https://www.linkedin.com/in/eddiepate Globaldiversitypartners.net https://eddiepate-speaking.com/The Top 3 Key LearningsThe Power of Belonging: Creating a culture of belonging for employees leads to higher commitment and loyalty, improving customer experience. Employees who feel seen and valued are more motivated to deliver excellent service.Daily Practices Matter: Inclusion isn’t about massive initiatives but daily, intentional actions. These small steps, like one-on-one meetings focused on inclusion, help create lasting cultural change.Inclusive Leadership Drives Success: Diverse teams outperform homogeneous teams and inspire more creativity and innovation. Inclusion, diversity, and equity should be central to an organization’s leadership strategy.Chapters00:00 Introduction and Guest Presentation 01:14 Jonathan's Values and Personal Journey 05:43 Discussion on the Book "Daily Practices of Inclusive Leaders" 08:35 Creating a Culture of Belonging 10:24 The Importance of Feeling Belonging 13:37 Addressing Microaggressions and Building a Speak-Up Culture 17:35 Integrating Inclusion into the Employee Lifecycle 17:55 The Business Case for Diversity and Inclusion22:10 Future of AI and Customer Experience 24:01 Contact Information and Final ThoughtsI hope you find this blog post helpful for your WordPress content. Please let me know if you’d like any adjustments! Don’t forget to follow and subscribe to the podcast:Apple PodcastSpotifyLooking forward to your feedback!