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

In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization.About the GuestMark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine).He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in.Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America.Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors.He’s also the creator and host of The Delighted Customers Podcast, ranking in Apple Podcast>Management Top 10 in the US.Relevant LinksConnect with him via email - mark@empoweredcx.com or on LinkedIn https://www.linkedin.com/in/markslatin/Podcast: https://www.empoweredcx.com/podcastThe Top 3 Key LearningsBuilding Trust is Crucial: Establishing trust with stakeholders is essential for the success of CX initiatives. This involves being reliable, credible, empathetic, and focusing on the stakeholders' needs rather than your own.Proving the ROI of CX: Demonstrating the financial impact of customer experience is vital. CX leaders must develop skills in financial analysis and communicate the value of their initiatives effectively to secure executive support.Stakeholder Engagement: Understanding the goals and challenges of key stakeholders and aligning CX initiatives to support these goals is critical. Building strong relationships and acting as a guide rather than a hero can drive successful CX transformations.Chapters00:00 Game Start00:40 Guest Introduction: Mark Slatin02:14 Mark's Professional Background03:34 Biggest Challenge for CX Leaders06:10 Evolution of CX as a Discipline10:08 Proving the Value of CX12:36 Building Trust with Stakeholders17:57 Future of CX22:14 How to Connect with Executives24:27 Masterclass Overview25:00 Fast Forward 10 Years26:09 Best Way to Contact Mark26:30 Mark's Golden Nugget27:29 Episode ConclusionWe hope you enjoyed this episode as much as we did. Please share your feedback and don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governance and the importance of trust in customer relationships is a must-listen for anyone looking to elevate their CX strategy.About the GuestDuring her career of over a decade, she has had to set up, lead, and manage customer service, customer satisfaction management, and inside sales centers.She has expertise in developing effective strategies and action plans and implementing performance indicators.As an experienced trainer of employees, she makes them an essential pillar in achieving results by developing their sense of commitment and quality customer care.Her strong analytical skills, results-oriented mindset, and ability to collaborate with all levels of management have earned her credibility and reputation in the business world.Today, as a Senior Consultant at Cabinet-Conseil CX, Julie assists companies in developing and implementing customer-focused strategies.Relevant LinksExpertCXhttps://www.linkedin.com/in/julietanolawsonThe Top 3 Key LearningsAlign CX with Business Strategy: Effective CX initiatives must be integrated with the overall business strategy and objectives to drive meaningful results and gain executive support.Build and Measure Trust: Trust is a crucial component of successful CX. Companies should build trust with their customers and employees through transparent and consistent practices.Importance of Education: Continuous education and training for both CX professionals and executive teams are essential to keeping up with evolving customer expectations and implementing effective CX strategies.Chapters00:00 Game Start01:01 Guest Introduction: Julie Tano-Lawson02:31 Overview of Current CX Landscape05:35 Differences in CX Maturity Between English and French-speaking Regions08:20 Importance of Linking CX Strategy to Business Strategy11:22 Julie's Approach to Education and Training14:38 Governance and Trust in CX17:31 Cultural Challenges in Implementing CX19:48 Memorable Customer Experience Examples22:04 Future of CX and AI23:09 Contact Information and Final Thoughts24:26 Closing RemarksWe would love to hear your feedback on this episode! Please follow and subscribe to the CX Goalkeeper Podcast using the links below:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

Why You Can't Miss This EpisodeIn this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a vibrant and insightful conversation with Claire Boscq, a seasoned keynote speaker and customer experience expert. Claire shares her journey from hotel management to becoming a mystery shopping expert, discussing the profound impact of combining customer service with the ancient principles of Feng Shui. This episode is packed with actionable insights on enhancing customer experience, the critical role of mystery shopping, and the power of emotional connection in business.About the GuestClaire Boscq is the No1 woman Customer Experience Global Gurus with three decades of expertise, Claire, is an authority in the customer experience industry.International best seller author with 4 published books, she is an international media influencer with her work published in Brazil, Philippines, India, US & Europe.Claire has spoken in over 20 countries; in delivering fast paced and high-energy presentations in French and English. Winner of the Institute of director award, she is also a on the board of Virtual Speaker Association.She brings a more holistic and comprehensive approach to organizations and individuals with her BizShui™ Method, creating powerful flow in businesses by integrating a blend of the traditional Feng Shui principles with modern business & personal needs, energizing people and places into prosperity.She truly is The Energizer. Are you ready to shift your vibes?Relevant Linkshttps://www.linkedin.com/in/claireboscq/The Top 3 Key LearningsThe Power of Mystery Shopping: Mystery shopping provides critical, unbiased feedback on customer service, helping businesses identify areas for improvement and celebrate successes.Feng Shui in Customer Experience: Integrating Feng Shui principles can enhance the customer and employee environment, creating positive and memorable experiences.Consistency and Accountability: Successful customer experience strategies require consistent implementation, transparency, and accountability at all organizational levels.Chapters00:00 - Game Start00:32 - Introduction to Claire Boscq01:00 - Claire's Journey and Background03:02 - Mystery Shopping and Its Importance07:38 - Energy and Emotional Connection in Customer Experience12:18 - Steps for a Successful Mystery Shopping Program17:14 - Digital vs. Physical Mystery Shopping21:28 - Overcoming Challenges in Implementing Mystery Shopping28:20 - Employee Engagement and Transparency30:03 - Looking Ahead: Customer Experience in 10 Years31:26 - Claire's Golden Nugget33:37 - Closing RemarksYour feedback is invaluable to us! Please follow and subscribe to the podcast using the links below:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

Why You Can't-Miss This EpisodeDiscover the transformative power of the "Jobs to Be Done" framework with Eckhart Boehme, as he shares invaluable insights on customer behavior and strategy implementation.About the GuestEckhart Boehme has more than 30 years of global experience in marketing, product management and skills development. Eckhart, an 18+ year Microsoft veteran, was last working as the Curriculum Architect for the Marketing Excellence Team at Microsoft HQ. Today, he is the founder and managing director of the boutique strategy consulting firm unipro solutions and an internationally recognized expert on Jobs to Be Done. Eckhart was the mastermind behind the Wheel of Progress® Canvas - a JTBD-based tool for structuring qualitative customer research. He is also the developer of the Customer Progress Design® method and is teaching classes about The Wheel of Progress at Rhein-Main University of Applied Sciences, Wiesbaden Business School and Michigan State University.Relevant Linkshttps://www.linkedin.com/in/eckhartboehme/https://www.unipro-solutions.comEpisode SummaryIn this episode, Eckhart Boehme delves into the "Jobs to Be Done" framework, a revolutionary approach to understanding customer behavior by identifying the underlying purposes behind their actions. He explains how this methodology goes beyond traditional customer segmentation, offering a more profound understanding of customer needs and motivations. Eckhart shares his journey, from his industrial engineering background to his extensive work with Microsoft, and how he became passionate about Jobs to Be Done.Eckhart provides concrete examples, including his project with Frankfurt Airport, where the implementation of this framework led to significant strategic shifts and improved customer satisfaction. He emphasizes the importance of considering both functional and emotional jobs, highlighting how understanding these elements can lead to better product and service development. The discussion also covers the challenges organizations face when adopting this framework and how to overcome them, ensuring that companies can effectively leverage Jobs to Be Done to drive innovation and customer satisfaction.Top 3 Key LearningsUnderstanding Customer Purpose: The Jobs to Be Done framework helps uncover the true reasons behind customer behaviors, leading to more targeted and effective solutions.Holistic Customer Segmentation: Moving beyond demographics and traditional segmentation, this approach considers functional, emotional, and social aspects of customer jobs.Strategic Alignment: Implementing Jobs to Be Done can align organizational efforts across marketing, sales, and development, enhancing overall customer experience and business outcomes.Chapters00:00 Introduction 01:30 About Eckhart Boehme 04:42 Jobs to Be Done Framework Explained 11:23 Case Study: Frankfurt Airport 17:24 Measuring Success in Jobs to Be Done 20:06 Overcoming Challenges in Adoption 27:54 Relevance to Customer Experience 29:31 Future of Customer Experience 30:39 Golden Nugget Your feedback is invaluable to us, and we would love to hear your thoughts. Please take a moment to follow and subscribe to the podcast on your preferred platform:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

Gregorio Uglioni discusses with Michael Brandt the critical intersection of employee engagement and customer experience. Michael shares insightful strategies and real-world examples of how to create a thriving workplace environment that drives customer satisfaction.About the GuestMichael Brandt is an experienced professional in customer and employee experience. With a diverse background working in both corporate settings and as a solopreneur, Michael brings a wealth of knowledge and practical insights into enhancing employee engagement and satisfaction. His expertise extends to collaboration with leading organizations like ABB, making him a valuable voice in the field.Relevant LinksLinkedIn Profilehttps://www.cx-excellence.com/Episode SummaryIn this episode, Gregorio Uglioni and Michael Brandt dive into the nuances of employee engagement and its profound impact on customer experience. Michael emphasizes the importance of treating employees with decency, involving them in decision-making, and understanding their individual needs. He shares valuable lessons from his time at ABB, where effective feedback mechanisms and inclusive practices significantly improved internal processes and employee satisfaction.Michael discusses the pivotal role of employee engagement in industries with high customer interaction, like hospitality and travel. He contrasts this with sectors like warehousing, where employee satisfaction might not directly affect customer perception. Throughout the episode, Michael underscores the importance of context in designing employee engagement strategies and shares actionable tips for fostering a supportive and productive work environment.The Top 3 Key Learnings1. Employee Involvement in Decision-Making: Including employees in decision-making processes enhances their engagement and ownership, leading to better outcomes and a more motivated workforce.2. Importance of Feedback: Regular, constructive feedback, both positive and negative, is crucial for employee growth and maintaining a healthy work environment.3. Tailored Employee Engagement Strategies: Understanding and addressing the unique needs and priorities of employees, much like with customers, is essential for fostering loyalty and satisfaction.Chapters00:00 Introduction 00:56 Guest Introduction - Michael Brandt 01:44 Discussion on Employee Experience 03:00 Importance of Employee Engagement 05:12 Industry-Specific Engagement Insights 09:56 Feedback Mechanisms 12:35 Maintaining Employee Motivation 20:16 Case Studies and Real-World Examples 27:26 Practical Tips for Employee Engagement 28:43 Conclusion and Event AnnouncementWe hope you find this episode enlightening and impactful. Your feedback is invaluable to us, so please let us know your thoughts. Don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGKThank you for listening!

The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.These are short interviews to share outstanding people's experiences helping charities get better.Customer Experience professionals worldwide come together to share their experience insights and help others.The CX World Games take place over 3-4 weeks, with expert CX captains guiding randomly created teams to come up with 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 real-life challenges are proposed by charities and non-governmental organizations (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. Be a part of it!​

Why You Can't Miss This EpisodeDiscover the transformative journey of Hussein M. Dajani as he shares his extensive experience in customer experience, digital transformation, and leadership across top global brands like Nissan, Deloitte Digital, and Red Bull. Hussein's unique insights into customer-centric strategies and innovative solutions will inspire and inform your approach to customer experience and leadership.About the GuestHussein's core expertise lies in the Digital Marketing & Tech space, evolving over the years from a pure player marketeer. Started his career with some of the world's greatest communication companies, before joining Deloitte Digital as a Partner & CMO, Hussein was the GM for Digital & CX Transformation with Nissan Motor Co. for Africa, Middle East, India, Turkey, & Oceania overseeing some of the most dramatic customer transformations the company has had to go through in recent times. His contribution to the organization was recognized by senior leadership & led him to win the AMIEO Chairperson Nissan Way Award in July 2021.Relevant LinksLinkedIn: https://www.linkedin.com/in/hdajani/ YouTube: https://www.youtube.com/@hussdajani Website: https://about.me/husseindajaniEpisode SummaryHussein M. Dajani, a visionary leader in customer experience and digital transformation, shares his journey through various leadership roles, highlighting his impactful work at Red Bull, Nissan, and Deloitte Digital. He discusses the importance of customer-centric strategies and the integration of technology to enhance customer experiences.Hussein delves into three significant transformation examples, starting with Red Bull's innovative marketing campaign during the Felix Baumgartner space jump. He then shares the groundbreaking "She Drives" initiative at Nissan, which empowered female drivers in Saudi Arabia, and the "ShopAtHome with Nissan" program, which revolutionized the automotive customer experience during the COVID-19 pandemic. Throughout the conversation, Hussein emphasizes the role of data, personalization, and empathy in creating exceptional customer experiences.Chapters00:00 Game Start 02:24 About Hussein M. Dajani 04:41 Red Bull Stratos Campaign 06:29 Nissan’s “She Drives” Initiative 10:29 ShopAtHome with Nissan 14:06 Balancing Technology and Human Interaction 17:17 Leveraging Data for Customer Experience 22:39 Strategies for Exceptional Customer Experience 27:11 Future Innovations in Customer Experience 33:39 Hussein’s Golden Nugget 37:31 Conclusion and Call to ActionThank you for listening to the CX Goalkeeper Podcast! We would love to hear your feedback on this episode. Please follow and subscribe to our podcast on your preferred platform:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.These are short interviews to share the experiences of outstanding individuals helping charities improve.Customer Experience professionals worldwide come together to share their experience insights and help others.The CX World Games take place over 3-4 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. Be a part of it!​

Why You Can't Miss This EpisodeJoin us as we explore the intricacies of customer experience with Sean Albertson, an expert in the field with over two decades of experience. Learn about his innovative "4Rocks" framework that helps businesses transform their customer journeys and drive loyalty.About the GuestSean Albertson, a CX leader for 20+ years at great companies like Charles Schwab and T-Mobile, has been at the forefront of transforming the customer experience in Financial Services and Telecommunications. Sean is the author of the award-winning book, 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey.Relevant Linkshttps://www.linkedin.com/in/salbertson/https://www.facebook.com/cx4rockshttps://www.youtube.com/channel/UCNZRlFmcBCG6l7vmFLqmiGQhttps://www.instagram.com/Sean4ROCKS/Episode SummaryIn this engaging episode, Sean Albertson delves into his latest book "4ROCKS" framework, a strategic approach to improving customer experience by identifying and prioritizing the most significant obstacles in the customer journey. Drawing from his extensive background in customer experience management, Sean shares actionable insights on how companies can reduce customer effort and enhance loyalty.Sean emphasizes the importance of data-driven decision-making in CX, highlighting how companies can leverage AI-powered analytics to identify and address the most impactful pain points. By focusing on the right issues, businesses can transform their customer interactions and foster long-term loyalty. Sean's practical examples and expert advice provide listeners with a clear roadmap to improving their CX strategies.The Top 3 Key LearningsPrioritize Customer Pain Points: Use AI and data analytics to identify and address the most impactful issues in the customer journey, rather than focusing solely on high-volume problems.Integrate Omni-Channel Experiences: Ensure seamless transitions across all customer interaction channels to avoid frustration and enhance the overall customer experience.Leverage Technology Wisely: Implement generative AI and other advanced technologies to support employees and improve customer interactions, transforming your contact center from a cost center to a value center.Chapters00:00 Game Start 00:34 Introduction to Sean Albertson 01:05 Sean’s Background and Values 03:41 Explanation of the 4Rocks Framework 05:49 Prioritizing Customer Pain Points 08:54 Real-world Example of CX Improvement 12:06 Common Mistakes in CX Strategies 15:49 The Right Way to Implement Technology 21:00 Positive Impacts of Technology on CX 23:35 Emerging Trends in Customer Experience 26:48 Future of Customer Experience 28:55 How to Contact Sean and Get His Book 29:43 Sean’s Golden NuggetWe'd love to hear your thoughts on this episode! Please follow and subscribe to the CX Goalkeeper Podcast on Apple Podcast, Spotify, and YouTube.

The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.These are short interviews to share outstanding people's experiences helping charities get better.Customer Experience professionals worldwide come together to share their experience insights and help others.The CX World Games take place over 3-4 weeks, with expert CX captains guiding randomly created teams to come up with 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. Be a part of it!​