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

Discover the transformative power of customer experience with Heverton Anunciação, a leading expert in the field. Learn actionable strategies to bridge technology and customer service, essential for thriving in today's digital environment.About the Guest:Heverton Anunciação was voted among the world's top 10 influencers in CRM, Data Governance, and Customer Experience by Thinkers360 and Global Gurus.Relevant Links:www.linkedin.com/in/hevertonsawww.instagram.com/hevertonsawww.instagram.com/universidadedoconsumidorwww.heverton.com.brwww.universidadedoconsumidor.com.brEpisode Summary:In this episode, Heverton Anunciação shares his extensive experience in customer experience transformation, emphasizing the importance of reducing customer and employee effort through efficient data management. Heverton discusses his journey from a traditional IT professional to a bridge-builder between technology and marketing, highlighting the need for empathy and collaboration. He provides compelling examples from his work with major companies, demonstrating how integrating data and processes can lead to successful digital transformations. Heverton also touches on the critical role of leadership in orchestrating these changes and the impact of generative AI on future customer interactions.Heverton argues that successful customer experience transformation requires more than just implementing new technologies. It involves understanding and addressing the underlying data and process inefficiencies that hinder seamless customer interactions. He emphasizes the importance of honesty and transparency in identifying and solving these issues. By focusing on the customer's needs and leveraging data wisely, companies can create more personalized and effective customer experiences.The Top 3 Key Learnings:Integration of Data and Processes: Effective customer experience transformation relies on integrating data and processes across the organization to ensure seamless information flow and reduce effort.Empathy and Collaboration: Successful leaders must act as orchestrators, bringing together diverse teams to address customer pain points and create holistic solutions.Honesty and Transparency: Companies must be willing to confront and address internal inefficiencies openly to foster long-term customer satisfaction and loyalty.Chapters:00:00 Game Start01:15 Guest Introduction06:56 Evolution of Customer Experience10:01 Key Components of Transformation13:23 Practical Examples20:40 Leadership in CX Projects23:52 Impact of Technology29:40 Future of CX30:22 Contact Information31:16 Golden NuggetWe would love to hear your thoughts on this episode. Please share your feedback and let us know what you found most valuable. Follow and subscribe to the CX Goalkeeper Podcast to stay updated on the latest insights and strategies in customer experience:Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKPodcast Page: https://www.cxgoalkeeper.com/PodcastAbout me: https://www.cxgoalkeeper.com/Aboutme

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!​

Join us as we dive into an insightful conversation with Jay Baer, a renowned customer experience and business growth expert. Discover Jay's unique approach to creating value, his latest book on the power of speed in business, and his intriguing side passion that connects deeply with his professional philosophy.About the GuestJay Baer is a business growth and customer experience author, researcher, and advisor. A 7th-generation entrepreneur, Jay has written 7 best-selling business books and created 6 multi-million dollar companies.He has consulted for more than 700 brands, including Nike, Oracle, IBM, and the United Nations. An inductee into the Professional Speakers Hall of Fame, this year Jay was voted the world’s No. 1 Global Guru for online marketing, and No. 2 Global Guru for customer experience. And in his spare time, he is the second-most-popular tequila influencer and educator on the planet.Relevant Linkshttps://www.instagram.com/jaybaer/https://www.linkedin.com/in/jaybaer/The Top 3 Key Learnings1. Value Creation: Continuously focus on adding value in every interaction to build lasting customer relationships.2. Speed and Responsiveness: In a time-sensitive world, being fast and responsive is a competitive advantage that customers greatly appreciate.3. Empathy in Service: Personalized and empathetic interactions, even small gestures, can leave a profound and positive impact on customers.Chapters00:00 Game Start 00:33 Introduction of Jay Baer 01:05 Jay Baer's Background and Values 02:13 The Importance of Adding Value 04:31 Learning from Negative Customer Experiences 07:22 Positive Customer Service Experience with Delta Airlines 09:56 Handling and Learning from Customer Complaints 12:54 Building a High-Quality Customer Service Team 16:15 Balancing Standardization and Personalization 18:29 Leadership Qualities for Exceptional Customer Experience 20:00 The Future of Customer Experience and AI 22:30 How to Contact Jay Baer 24:11 Jay’s Golden Nugget on AI and DataWe value your feedback and would love to hear your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast using the links below:- https://www.cxgoalkeeper.com/Podcast- Apple Podcast: https://apple.co/3qYr4nh- Spotify: https://bit.ly/3GhCGXeCXGK- https://www.youtube.com/@cxgoalkeeper

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!​

In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni has an insightful fireside chat with customer experience expert Steven Van Belleghem. They delve into the concepts from Steven's latest book, "A Diamond in the Rough," exploring practical strategies for transforming potential into excellence in customer experience.FROM THE CX SUMMIT - JANUARY 2024 - THANK YOU BOUSSIAS! About the GuestSteven Van Belleghem is a renowned speaker, author, and thought leader in the field of customer experience. With over 20 years of expertise, Steven has helped numerous organizations become more customer-centric. His latest book, "A Diamond in the Rough," provides actionable insights for businesses aiming to polish their customer experience strategies.Relevant Linkshttps://www.linkedin.com/in/stevenvanbelleghem/https://www.stevenvanbelleghem.com/https://www.youtube.com/@StevenVanBelleghemhttps://www.instagram.com/stevenvanbelleghem/https://www.tiktok.com/@stevenvanbelleghe The Top 3 Key Learnings1. Transformative Potential: Understand the concept of "diamond in the rough" to recognize and nurture the inherent potential within your organization to achieve customer-centric excellence.2. Proactive Loyalty: Shift from reactive, transactional loyalty programs to proactive approaches that show genuine appreciation and build emotional bonds with customers.3. Effective Empathy: Implement rapid feedback loops and quick actions to address customer needs, ensuring that empathy is translated into tangible improvements in the customer experience.Chapters00:00 - Game Start 00:45 - Introduction to Steven Van Belleghem 01:57 - The Concept of "Diamond in the Rough" 03:34 - Proactive vs. Reactive Loyalty 05:53 - Example of Neuhaus Chocolates 09:30 - Empathy in Action 11:43 - Example of Atlantis The Palm 14:32 - The Role of Communities in Customer Experience 17:43 - The 95/5 Rule 20:05 - Steven's Golden Nugget 20:49 - Closing RemarksWe would love to hear your thoughts and feedback on this episode! Don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:Podcast Page https://www.cxgoalkeeper.com/PodcastApple Podcast https://apple.co/3qYr4nhSpotify https://bit.ly/3GhCGXeCXGKYouTube https://www.youtube.com/@cxgoalkeeper

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!​

Discover the future of omni-channel customer experience with insights from Sara Zagaria, Director at Politecnico di Milano. Learn how to transform your business's customer interactions into seamless, integrated experiences.About the Guest:Sara Zagaria - Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research. In 2015 she began her career within the Digital Innovation Observatories of Politecnico di Milano, carrying out applied research activities and analyzing the impact of digital innovation on various fields and sectors (Mobile Enterprise, Sport, Insurance). In recent years she has focused on the Customer Experience theme, delving into the organizational and technological transformations required in response to an increasingly multichannel customer (Business and Consumer). She is currently the Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research.links: https://www.osservatori.net/it/ricerche/osservatori-attivi/omnichannel-customer-experiencehttps://www.linkedin.com/in/sarazagaria/Episode Summary:Sara Zagaria shares her journey and expertise in omni-channel customer experience, highlighting the importance of integrating various customer touchpoints to create a seamless experience. She discusses the challenges companies face in this transformation and provides actionable insights on how to overcome them. Sara also emphasizes the critical role of vision, employee engagement, and data utilization in achieving a successful omni-channel strategy.Top 3 Key Learnings:1. Omni-Channel Integration: It’s crucial to integrate all customer touchpoints, ensuring a seamless and consistent experience across channels.2. Employee Engagement: Engaging and empowering employees with the right technology is essential for delivering exceptional customer service.3. Data Utilization: Properly utilizing and integrating customer data across platforms can significantly enhance personalized customer experiences.Chapters:00:00 Game Start00:49 Introduction to Sara Zagaria01:25 Sara’s Journey and Passions04:36 Missions and Goals of the Omni-Channel Customer Experience Observatory07:08 Benefits for Companies in Participating in Research11:35 What Omni-Channel Really Means17:42 Real-Life Omni-Channel Example19:18 How Companies Should Approach Transformation23:31 The Importance of Vision and Employee Engagement24:13 Future Trends in Customer Experience26:28 How to Connect with Sara Zagaria27:13 Golden Nugget and Upcoming EventSubscribe and Follow:- https://www.cxgoalkeeper.com/Podcast- Apple Podcast https://apple.co/3qYr4nh- Spotify https://bit.ly/3GhCGXeCXGK- YouTube https://www.youtube.com/@cxgoalkeeperWe appreciate your support and look forward to bringing you more valuable content in the next episode. Remember, we're in a human-to-human business environment. Thank you!

Discover the critical importance of taking action on customer feedback and process engineering. Learn how integrating Agile methodologies with customer experience can uplift your business. Nicholas Zeisler shares invaluable insights on making customer experience data actionable and improving internal processes for superior customer satisfaction.Nicholas “Z” Zeisler is a Customer Experience Strategist and Fractional CXO. He helps client companies identify gaps in their Brand Promise Delivery and adjust, update, and improve internal processes, systems, and policies to ensure Customers have properly aligned experiences every time they interact with them. He’s a 30-year Air Force veteran and currently serves at the US Air Force Academy as a statistics professor and is also a Professor of Practice in Michigan State University’s first-in-the-nation Master of Science degree program in Customer Experience Management. He lives in Colorado with his partner and their awesome dog.LinkedIn: https://www.linkedin.com/in/zeislerconsulting/Website: https://zeislerconsulting.com/Episode SummaryIn this engaging episode, Nicholas Zeisler emphasizes the necessity of acting on customer feedback to improve customer experience and operational processes. He shares his journey from process engineering to customer experience, highlighting the value of curiosity and continuous improvement. Nicholas provides practical examples of how organizations can leverage VOC (Voice of the Customer) data, integrate Agile practices, and foster a customer-centric culture to achieve significant business outcomes.Top 3 Key Learnings1. Actionable Insights: Simply collecting customer feedback is not enough. Organizations must translate insights into concrete actions to improve customer experience and operational efficiency.2. Cross-Disciplinary Integration: Combining methodologies such as Lean Six Sigma, Agile, and VOC processes can create a holistic approach to solving customer issues and improving business processes.3. Curiosity and Continuous Improvement: Cultivating a culture of curiosity and a mindset of continuous improvement is essential for identifying root causes of issues and innovating effective solutions.Chapters00:00 Game Start00:34 Introduction of Nicholas Zeisler01:42 Nicholas Zeisler on Process Improvement03:32 Critical CX Principles07:00 Real-world Examples of CX Transformation12:57 Integrating Agile and CX18:51 The Importance of Small Changes23:32 Skills for CX Leadership27:11 Future of CX28:23 How to Contact Nicholas Zeisler29:57 Nicholas Zeisler's Golden NuggetFollow and SubscribeTo stay updated with the latest insights and episodes, please follow and subscribe to our podcast. We highly value your feedback, so please share it with us.- Podcast Page: https://www.cxgoalkeeper.com/Podcast- Apple Podcast https://apple.co/3qYr4nh- Spotify https://bit.ly/3GhCGXeCXGK- YouTube https://www.youtube.com/@cxgoalkeeperJoin us next time as we continue to explore the dynamic world of customer experience and leadership. Remember, we are in a human-to-human business environment. Thank you!

Dive into the world of exceptional customer experience with Joseph Michelli, an international authority on service excellence, in this enlightening episode of the CX Goalkeeper Podcast. Discover how global brands transform their customer interactions to create memorable and impactful experiences.About Joseph: Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.www.josephmichelli.comhttps://www.linkedin.com/in/josephmichelliWhy You Can't Miss This EpisodeExpert Insights: Joseph brings decades of expertise in enhancing customer service across various industries.Practical Strategies: Learn actionable methods to apply immediately in your business.Inspiration for Innovation: Get inspired to innovate and elevate your approach to customer experience.The Top 3 Key LearningsEmbracing the Principle of Delight: How unexpected delights can significantly enhance customer loyalty.Cultural Transformation in Major Brands: Effective strategies for embedding customer-centricity in corporate culture.Technology and Human Insight: Balancing technology with human interaction to optimize customer service.Chapters00:00 - Introduction01:15 - About Joseph Michelli03:00 - Importance of Service06:30 - Principle of Delight10:00 - Cultural Transformation14:00 - Technology and Customer Service18:00 - Key Business Principles22:00 - Closing ThoughtsJoin Us and Share Your ThoughtsLoved this episode? Subscribe and follow the CX Goalkeeper Podcast on your favorite platform, and join a community passionate about customer experience excellence. Share your thoughts and feedback—we love hearing from our listeners!Episode Page: https://www.cxgoalkeeper.com/JosephMichelliPodcast Page: https://www.cxgoalkeeper.com/PodcastCX Goalkeeper Podcast (audio)Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKCX Goalkeeper Podcast (video)YouTube: https://www.youtube.com/@cxgoalkeeperStay connected with us at CX Goalkeeper Podcast Page for more insightful episodes and expert discussions. Let’s keep the conversation going!

Dive into a visionary conversation on "Future Forward: Martha Boeckenfeld on the Intersection of AI, Leadership, and Diversity" where our esteemed guest, Martha Boeckenfeld, sheds light on the transformative power of AI and its impact on leadership and diversity in the workplace. This episode is a treasure trove of insights for professionals eager to navigate the evolving digital landscape.About the Guest: Martha Boeckenfeld is a seasoned web3 advisor, investor, and provider of AI services with over 20 years in financial services, holding roles at major banks like UBS and on supervisory boards such as Unicredit and Generali. Her profound experience in digital transformation and change management makes her a pivotal figure in innovation.Follow Dr. Martha Boeckenfeld on LinkedIn: https://www.linkedin.com/in/drmarthaboeckenfeld/Why You Can't Miss This Episode: Martha brings a rare blend of deep industry knowledge and practical experience in AI and digital platforms. Her insights are invaluable for anyone looking to leverage AI for better customer experience, enhanced operational efficiency, and a more inclusive corporate culture.Top 3 Key Learnings:Convergence of Technologies: Understand how AI, blockchain, and digital wallets are converging, creating new opportunities for innovation across industries.Leadership in the Digital Age: Learn how leadership styles must evolve in the face of technological advancements and the critical role of continuous learning in staying ahead.Diversity and Inclusion through Technology: Explore how digital tools can foster a more inclusive workplace and why diversity is a key driver of innovative solutions.Chapters:00:00 Introduction00:35 Martha’s Background and Passion for AI02:12 Current Trends in AI and Digital Transformation03:48 Key Technologies Shaping 202405:57 Real-World Applications of AI06:38 Challenges and Opportunities in AI Adoption11:17 How AI is Revolutionizing Customer Experience15:26 Leveraging Web 3.0 for Business Strategy21:12 The Importance of Diversity and Inclusion in Tech23:43 Leadership Qualities for the Digital Age26:15 Looking Ahead: The Future of AI in BusinessDon’t miss out on this enlightening discussion. Follow and subscribe to the CX Goalkeeper Podcast to stay updated on the latest trends and insights from leaders like Martha Boeckenfeld. Share your thoughts and feedback on this episode, and let us know how AI and digital transformation are influencing your professional journey.Related Links:Podcast Page: CX Goalkeeper PodcastListen on Apple Podcasts: Subscribe HereListen on Spotify: Subscribe HereWatch on YouTube: Subscribe HereJoin our community, share your views, and connect with other professionals passionate about customer experience and digital innovation. Your feedback drives our content, so please share what topics you'd like us to explore next!