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

In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact.About the GuestDr. Tom DeWitt is the founder and Director of CXM@MSU, an industry-facing entity designed to advance the field of customer experience management through initiatives such as monthly online roundtable discussions and industry conferences. He's also the architect and Academic Program Director of North America's first master of science degree in customer experience management (MS-CXM). Arguably the highest credential globally in customer experience management, the MS-CXM degree is the first academic degree in customer experience management at an accredited university in the United States.Relevant Linkshttps://www.linkedin.com/in/tom-dewitt-ph-d-5076093The Top 3 Key LearningsSpeak the Language of the C-suite: CX leaders must align their goals with business KPIs such as revenue, cost, and market share. It’s not enough to focus on NPS and CSAT; CX leaders need to demonstrate how CX impacts the company’s bottom line.Invest in Formal CX Education: The lack of structured, formal education in CX has left many leaders unprepared. Organizations must move beyond short-term certifications and invest in programs with the depth and breadth of skills required to drive sustainable CX transformations.Embrace Global Perspectives: Living and working abroad offers unique insights into customer behaviors across cultures. CX practitioners who engage internationally can broaden their understanding of universal customer needs and how organizations globally address them.Chapters00:00 Introduction and Guest Presentation 00:29 Background of Tom DeWitt 02:47 Identifying the Skill Gap in CX Leadership 06:11 Challenges with Current CX Education and the Need for Academic Programs 09:41 Details of the Master's Program at Michigan State University 12:20 The Importance of Employee Experience and Engagement 14:51 Corporate Support for CX Education 16:32 Future of CX Skills Development 23:59 Conclusion and Final Thoughts 24:18 Contact Information and Closing RemarksKeywordsCX leadership, customer experience management, C-suite communication, CX education, customer experience skills gap, Michigan State University CX program, Tom DeWitt CX, CX goals, CX transformation, CX strategy, customer-centric organizations, CX KPIs, ROI of CX, AI in customer experience, global CX perspectives, employee engagement in CX.Feedback Request Thank you for reading! I’d love your feedback on this blog post and how we can continue to bring you more valuable content. Be sure to follow and subscribe to the CX Goalkeeper Podcast on your favorite platform never to miss an episode!YouTubePodcast PageApple PodcastSpotify

In this episode of the CX Goalkeeper Podcast, we explore how emotional intelligence (EI) can dramatically improve customer experience (CX) and employee performance. Michael Mattson, an expert in emotional intelligence, shares his valuable insights on harnessing EI to create stronger human connections within teams and with customers. He emphasizes how emotionally intelligent leadership builds trust, empathy, and psychological safety, which leads to enhanced team dynamics and better customer interactions. If you want to learn how to elevate your leadership and CX game, this episode is a must-listen!About the GuestMichael Mattson is a trailblazing customer experience leader transforming the insurance landscape by putting empathy at the core of every interaction. As a Manager of Customer Experience at a major insurance company, Michael harnesses his entrepreneurial background and emotional intelligence to give customers a commanding voice in driving innovation and cultivating unshakable loyalty.With a diverse skillset spanning Lean Six Sigma, project management, and servant leadership, Michael's true genius lies in forging profound emotional connections. He leverages this superpower to step into customers' shoes, anticipate their needs, and deliver experiences that surpass expectations, fueling unprecedented growth and success.As a recognized thought leader and the Chief Empathy Officer at Walk A Mile CX, Michael is igniting a revolution to create a more human-centered future for the insurance industry. By championing empathy as the ultimate catalyst for business results, he is paving the way for organizations to build customer-obsessed cultures that propel them to new heights. With his visionary approach and unparalleled ability to blend technical expertise with emotional intelligence, Michael redefines what it means to put customers first.​​​​​​​​​​​​​​​​Relevant Linkshttps://www.linkedin.com/in/michaelcmattson/ https://walkamilecx.com/The Top 3 Key LearningsSelf-awareness is the foundation of emotional intelligence. Leaders must start with self-reflection and understand their own emotional responses before they can lead effectively.Empathy drives stronger customer interactions: Listening and understanding customers' emotions beyond their immediate needs is critical to creating a meaningful CX.Psychological safety boosts team performance: Teams that feel safe and supported are more innovative, resilient, and capable of delivering outstanding CX.Chapters00:00 Introduction and Guest Presentation 02:43 Michael Mattson's Values and Approach 05:23 Building Emotional Intelligence in Teams 12:03 The Role of Emotional Intelligence in Customer Interactions 15:56 Examples of Organizations with Emotional Intelligence 21:14 Measuring the Impact of Emotional Intelligence 26:27 Future of Emotional Intelligence and Final ThoughtsThank you for tuning in to this episode of the CX Goalkeeper Podcast! We'd love to hear your thoughts and feedback. What resonated with you the most? Feel free to leave a comment, and don’t forget to follow and subscribe to the podcast using the links below to stay updated on future episodes:Apple PodcastSpotifyStay tuned for more insightful discussions on leadership, customer experience, and more!

In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn’s insights are game-changers for any organization looking to excel in CX and boost revenue. Don’t miss out on these actionable tips that can reshape how you lead your CX initiatives!About the GuestLynn Hunsaker built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She served as an international board member of the Customer Experience Professionals Association, award-winning Silicon Valley American Marketing Association president, and two-term president of the San Francisco Bay Area Association for Psychological Type. Lynn taught 25 graduate and undergraduate courses at UC Berkeley UC Santa Cruz Extensions, San Jose State University, and Mission College. She was the first in the world to receive CXPA’s authorized trainer status for an online certification exam course. Customer experience professionals in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more. Relevant Linkshttps://ClearAction.com https://LinkedIn.com/in/lynnhunsaker https://Twitter.com/clearactionThe Top 3 Key LearningsCX is a Team Sport: Every department impacts customer experience, whether directly or indirectly. Leadership must ensure that all teams are aligned toward customer success.Motivation Through Value: Employees must see how their work directly impacts the customer and the company's bottom line. Aligning rewards with customer-focused outcomes creates long-term motivation.Collaboration is Key: Breaking down silos and encouraging cross-departmental teamwork is essential to delivering seamless CX and improving overall business performance.Chapters00:00 Introduction and Guest Presentation 03:05 Values Driving Lynn's Professional Life 04:16 Breaking Silos in CX Initiatives 06:27 Strategies for Cross-Departmental Collaboration 08:10 Increasing Motivation and Nurturing Collaboration 11:29 Building Universality in Projects 14:58 Tying CX to Business Key Performance Indicators 18:20 Counseling and Support for Employees 23:11 Organizational Learning and DebriefingFollow the podcast, rate, and review it. ...and enjoy the discussions: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast: https://www.cxgoalkeeper.com/Podcast

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Eryc Eyl, author of Stop Engaging Employees, Start Making Work More Human. Eryc passionately shares insights on how shifting the focus from employee engagement to fostering a human-centered workplace can drive real results. He explores the importance of human dignity at work, the six critical disciplines of leadership, and the power of connection over conformity in organizations. If you're ready to rethink how you lead and how your employees engage, this episode is a must-listen!About the GuestEryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human for conglomerates, telecommunications, consumer packaged goods, nonprofit, governmental, and research organizations. Eryc has an MA from the University of Colorado, and a BA from Vassar College, as well as accreditations and certifications in workplace culture and change management, and has been a Certified Customer Experience Professional since 2014. Eryc believes in a world in which work isn’t just a four-letter word, but part of a path to greater human satisfaction, fulfillment, self-actualization, and flourishing, so he helps workplaces align their culture with strategic imperatives, and individuals integrate their work with a meaningful, fun, and fulfilling life. Eryc is also a storyteller, playwright, and DJ. His book, Stop Engaging Employees: Start Making Work More Human, was published in January 2024.Relevant LinksWebsite: www.ErycEyl.com LinkedIn: https://www.linkedin.com/in/eryceyl The Top 3 Key LearningConnection over conformity: Prioritizing personal connections in the workplace unlocks more value and creativity than rigid adherence to rules.Empathy as the foundation: Understanding your employees' needs and challenges is the first step toward building a thriving workplace.Empowerment drives results: Equipping employees with the necessary tools and autonomy results in a more engaged and productive workforce.Chapters00:00 Introduction and Guest Presentation 03:25 Discussion on Employee Engagement 05:29 Explanation of Leadership Disciplines 08:43 Importance of Empathize 11:33 Leadership Examples and Misconceptions 17:53 Balancing Performance and Human-Centricity 21:10 Eric’s Golden NuggetThe best of Transformation, Leadership, and Customer Experience from The CX Goalkeeper podcast. Connect with me and enjoy the discussions: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast: https://www.cxgoalkeeper.com/Podcast

In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the actual value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in.About the GuestWith over three decades of experience, Patty has been a CX practitioner, consultant, and analyst. She led dysfunctional organizations through change management to profitability. She found significant financial benefits using the CX discipline, such as more profitable sales and lower expenses.Using customer-centric business strategies, Patty created cultures, advised organizations to adopt CX, and analyzed CX best practices.Relevant Linkshttps://www.linkedin.com/in/pattysoltisThe Top 3 Key LearningsAlign CX with Business Strategy: To gain executive buy-in, CX efforts must align with the company's core strategy and demonstrate a direct impact on profitability.Blend Qualitative and Quantitative Data: Effective CX leaders combine customer feedback with business metrics to provide a comprehensive view that resonates with the C-suite.Focus on Value, Not ROI: Rather than attempting to prove ROI, CX professionals should demonstrate the value of their initiatives by showing how they drive business outcomes.Chapters00:00 Introduction and Guest Presentation03:13 Aligning CX Initiatives with C-Suite Priorities07:15 Challenges of Aligning CX with Company Strategy08:44 Effective Methods for Aligning CX with C-Suite Expectations12:00 Leveraging Data and Storytelling in CX16:52 Empathy and Influence in CX Leadership18:42 Overcoming Barriers in CX and Proving Value22:35 Future of CX and Technology24:04 Conclusion and Contact InformationI hope you found this episode summary insightful! If you enjoyed this content, please follow and subscribe to the CX Goalkeeper Podcast for more expert discussions on customer experience, transformation, and leadership. Your support helps us continue to bring you valuable insights from top industry leaders.Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKThank you for listening, and don't forget to share this episode with your network!

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, top companies' strategies to create loyal customers, and how to apply these insights to elevate your brand.About the GuestDr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world’s leading expert on brand love, and the winner of the Stetik Group Brand Relationship Award for research with the greatest impact on marketing practice. His popular book, The Things We Love, has been named by Amazon as a “best business book.” A Stanford University study ranked him in the top 2% of all scientists worldwide. He has been on the Oprah Winfrey Show and consulted for Google, Amazon, L'Oréal, Samsung, Maybelline, Procter & Gamble, Audi, General Motors, Microsoft, Ford, GfK Market Research, and others.Relevant Linkshttps://www.BrandLoveCentral.comhttps://www.linkedin.com/in/aaronahuvia/The Top 3 Key LearningsPersonification is Powerful: Humanizing or linking your brand to a beloved individual can significantly enhance customer emotional connections.Customer Experience is Crucial: High-quality products alone aren't enough; the customer experience must be enjoyable to spark emotional attachment.Brand Love Equals Loyalty: Whether mild or intense, emotional connections lead to greater brand loyalty and can significantly impact your bottom line.Chapters00:00 Introduction and Guest Presentation 01:00 Introduction of Aaron Ahuvia 02:39 Values and Research Focus 03:58 Experience with Oprah Winfrey 06:30 Explanation of Brand Love 09:32 Ways to Create Brand Love 17:44 Case Studies and Examples 24:37 Measuring and Improving Brand Love 26:55 Future of Brand Love 31:34 Conclusion and Contact Information We'd love to hear your feedback! Did you enjoy this episode? Follow and subscribe to the CX Goalkeeper Podcast for more insightful discussions.Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGK

In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today’s fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience landscape.About the GuestHolger von Seherr-Thoss is the CEO & Partner of moveXM, a software company for Customer Experience Management based in Frankfurt am Main. Since 2019, as a member of the founding family, he has led the company, which offers a Software-as-a-Service solution (SaaS) for holistic management - hosted and made in Germany.Holger began his professional career with experiences at Lufthansa Cargo and the international Ogilvy Fellow Program at Ogilvy & Mather. After his Master of International Business at the University of St Andrews (Scotland), he continued his career in the Customer Consulting division at KPMG.Holger's main topics are customer experience management, customer centricity, and customer satisfaction. With his expertise, he accompanies the CX programs of moveXM clients such as BMW, VW, Provinzial Insurance, and others. In addition, he hosts a webinar series, publishes articles, and gives lectures on current CX topics.MoveXM is a European software provider for CX management (SaaS) with over 28 years of experience. moveXM helps to collect and analyze feedback to make data-based decisions and derive actions. The customer base includes international companies of various industries and sizes. MoveXM combines an ISO-certified software solution with human expertise, is hosted and made in Germany, and meets the highest data protection standards.Relevant LinksLinkedIn: https://www.linkedin.com/in/holgervonseherrthoss/Website: https://movexm.comThe Top 3 Key LearningsAI's Evolution in CX: The integration of AI, particularly generative AI, is a trend and a necessary evolution for improving efficiency and gaining valuable insights in customer experience management.Balancing Personalization and Privacy: Successfully navigating the thin line between offering hyper-personalized experiences and respecting customer privacy is crucial for maintaining trust and avoiding the "creepy factor."Customer-Centric Culture: A strong customer-centric culture, supported by trust and a willingness to innovate, is vital for driving success in any customer experience strategy.Chapters (Audio Version)00:00 Introduction and Guest Introduction 03:07 AI in Customer Experience 05:50 Challenges in AI Implementation 11:41 Customer-Centric Culture and AI Implementation 13:57 Data Privacy and Security 18:29 Customer-Centric Culture at MoveXM 22:02 Future of CX and AI 23:16 Contact Information and Closing RemarksThank you for reading this episode summary! We hope you found it insightful. Please don't forget to follow and subscribe to the CX Goalkeeper Podcast to stay updated with our latest episodes:Apple Podcast: Apple PodcastSpotify: SpotifyYour feedback is valuable—feel free to share your thoughts!

Why You Can't-Miss This Episode:Warren Miles-Pickup, a dynamic leader in the marketing and creative industries, shares transformative insights on marketing strategies, leadership, and customer experience in this must-listen episode of the CX Goalkeeper Podcast. Whether you're in marketing, customer experience, or leadership, Warren's experience-driven wisdom offers valuable lessons that can elevate your business practices. This episode is packed with actionable advice on leveraging marketing techniques, driving growth, and managing remote teams effectively.About the Guest:Warren Miles-Pickup is a dynamic leader who serves as the chief marketing officer and chief operating officer for Pixel True, Pixel Copy, and Pixel Publishing. With a wealth of experience in branding, website design, and content creation, Warren has been instrumental in driving the success of these ventures. As a retired Financial Advisor, he brings a unique blend of financial acumen and marketing expertise, helping businesses transform their digital presence and achieve remarkable growth. Warren’s strategic vision and innovative approach have made him a key figure in the industry.The Top 3 Key Learnings:Value-First Marketing: Always provide value before asking for the business. By building trust through free resources and content, you can guide customers up the product ladder to higher-value offerings.Hyper-Personalization in Email Marketing: To succeed in email marketing, segment your audience and tailor your messages to address specific problems. This increases engagement and drives conversions.The Role of AI in Content Creation: While AI can assist in creativity, human-driven content is crucial for creating emotionally resonant and compelling marketing materials. Use AI wisely, and don’t rely on it for all content creation.Chapters Audio:00:00 Introduction and Guest Presentation01:33 Warren's Values and Parenting Podcast04:46 Transition from Financial Advisor to CMO/CCO07:35 Marketing Strategies and Competitiveness11:29 Email Marketing and Personalization15:34 Impact of Generative AI on Marketing20:32 Managing Remote Teams23:55 Future of Marketing and AI25:07 Contact Information and Final ThoughtsWe hope you found this episode insightful! Please don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below:Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKYour feedback is invaluable, so please feel free to share your thoughts!

In this enlightening episode of the CX Goalkeeper Podcast, Maxie Schmidt, a leading expert in customer experience at Forrester Research, takes us on a journey to rethink the role of customer experience within organizations. If you’re a CX professional, leader, or simply interested in how customer experience can transform businesses, this episode is a must-listen. Maxie shares practical insights on integrating CX into business strategies, how to overcome common challenges, and why rethinking established practices is essential for success.Relevant Linkshttps://www.linkedin.com/in/maxieschmidt/The Top 3 Key LearningsCustomer Experience as a Core Business Discipline: Successful CX teams integrate customer experience into the decision-making process, making it a fundamental part of business strategy rather than an isolated function.Translating CX Insights for Stakeholders: It’s crucial to communicate CX insights in a way that resonates with different departments, ensuring alignment and buy-in across the organization.Rethinking Traditional CX Practices: Organizations must continuously question and evolve their CX strategies to stay relevant and truly customer-centric rather than relying on established methods.Chapters00:00 Game Start00:37 Guest Introduction02:12 Values Driving CX04:43 Rethinking 'Outside-In' Perspectives07:03 Challenges in CX Integration10:49 Defining Customer Experience in Organizations16:40 The Importance of CX Measurement19:34 Successful CX Integration Examples23:50 Translating CX Insights for Stakeholders24:36 The Future of CX26:09 Maxie’s Golden Nugget27:11 Closing RemarksWe would love to hear your thoughts on this episode! Please share your feedback, and don't forget to follow and subscribe to the podcast using the links below:Apple Podcast: Apple Podcast LinkSpotify: Spotify Link

This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and drive business growth through personalization.About the Guest:Michael Obermaier is Head of SAS CX and MarTech Solutions for Austria, Germany, and Switzerland. His primary focus is helping organizations leverage data to create better customer experiences and tackle current and future Marketing challenges through innovative technology solutions. Before joining SAS, he held various management positions in sales, marketing, consulting, and product management at different CRM and CX software vendors. In addition to his professional activities, Michael Obermaier enjoys teaching at universities on those topics.Relevant Links:https://www.linkedin.com/in/michaelobermaierThe Top 3 Key Learnings:Importance of Data Integration: Organizations must break down data silos and integrate various data sources to gain a comprehensive understanding of their customers.Transparency and Trust: Building customer trust through transparency and ethical data usage is crucial for encouraging data sharing and enhancing personalization.Value Exchange Concept: Effective personalization hinges on creating a value exchange where customers feel they receive meaningful benefits for sharing their data.Chapters:00:00 Game Start00:46 Guest Introduction01:16 Michael's Background02:47 Core Values05:25 Methods for Understanding Customer Data09:29 Steps for Companies to Improve Personalization11:51 Best Practices in Personalization19:44 Impact of Personalization on Customer Experience23:15 Connecting Personalization with ROI24:00 Ensuring Customer Privacy27:28 Next Best Experience Concept31:37 Future of CX32:30 Best Way to Contact Michael33:00 Michael's Golden Nugget34:03 ConclusionWe value your feedback and encourage you to share your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast through the links below:Podcast Page Apple Podcast SpotifyYouTube