Transform Your Approach to Customer Experience with insights from the forefront of design thinking and innovation in this must-listen episode of the CX Goalkeeper Podcast. Host Gregorio Uglioni welcomes Beppe De Vincenti, a visionary in customer experience and human-centered design, to share his expertise and insights that are transforming the CX landscape.In a world where customer expectations are constantly evolving, Beppe De Vincenti provides a roadmap to staying ahead through innovative CX strategies, the importance of playful creativity, and the power of team collaboration. This episode is a goldmine for anyone looking to elevate their customer experience game, from CX professionals to senior managers and beyond.You can find Beppe on LinkedIn https://www.linkedin.com/in/beppedevincenti/Key Highlights:Discover the Power of Human-Centered Design: Learn how to place humans at the core of your CX strategies for more impactful and meaningful customer interactions.Innovate with Design Thinking and Sprints: Get actionable insights on applying design thinking and sprints to solve complex CX challenges efficiently.The Future of CX: Beppe shares his thoughts on the evolving role of technology in customer experience and how to prepare for the integration of machine customers.Unleash Creativity and Collaboration: Understand the importance of fostering a playful work environment and encouraging team collaboration to drive innovation.Adapt and Thrive: Gain knowledge on adapting strategies based on customer feedback to continually improve your CX offerings.Why Listen to This Episode? If you're passionate about creating exceptional customer experiences and looking for innovative ways to engage and delight your customers, this episode is for you. Beppe De Vincenti's insights will inspire you to think differently about your CX strategies and help you stay ahead in the competitive landscape of customer experience.Follow and Listen to the CX Goalkeeper Podcast:For an in-depth dive into this episode, visit https://www.cxgoalkeeper.com/BeppeDeVincenti.Discover more engaging discussions and insights on our podcast page: https://www.cxgoalkeeper.com/Podcast.Learn More About Your Host, Gregorio Uglioni: Visit https://www.cxgoalkeeper.com/Aboutme to discover the story behind the CX Goalkeeper and explore more content dedicated to the world of customer experience.Stay Connected: Engage with us on social media and share your thoughts on this episode. Your feedback and interactions make us better, and we're eager to hear how you're applying these insights to your CX strategies. Subscribe today to never miss an episode and continue your journey towards CX excellence with the CX Goalkeeper Podcast.

Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures. Monika Schulze, a luminary in strategic marketing, shares her unparalleled insights on navigating the digital age with a customer-centric approach. Don't miss this masterclass in leveraging challenges for growth, understanding the evolving role of CMOs, and preparing for the future with AI.Monika's linkedin profile: https://www.linkedin.com/in/monikaschulze/Dive deeper into the conversation and join our growing community:Episode Page: https://www.cxgoalkeeper.com/MonikaSchulzePodcast Page: https://www.cxgoalkeeper.com/PodcastApple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKYouTube: https://www.youtube.com/@cxgoalkeeperAbout Me: https://www.cxgoalkeeper.com/AboutmeTune in for this incredible episode and become part of the conversation shaping the future of customer experience and leadership. Please leave a comment and rate this podcast.

In this game-changing episode of the CX Goalkeeper Podcast, join us as we explore the dynamic intersection of AI and Customer Experience with industry expert, Ashish Santhalia. Discover how AI is not just enhancing but revolutionizing the way businesses interact with their customers. Ashish dives deep into the impact of AI-driven tools on agent performance, customer satisfaction, and the overall CX landscape.Learn about the transformative power of data-driven insights, the future trends in AI and CX, and how to effectively balance technology with the human touch. Ashish's unique perspectives provide invaluable guidance for anyone looking to navigate the evolving world of customer experience.🎧 Tune in now to gain cutting-edge insights and elevate your CX strategy!Follow the CX Goalkeeper Podcast for more insights into leadership, digital transformation, and the future of customer experience. Let's keep the conversation going!Episode Page: https://www.cxgoalkeeper.com/AshishSanthaliaPodcast Page: https://www.cxgoalkeeper.com/PodcastAbout me: https://www.cxgoalkeeper.com/AboutmeCX Goalkeeper Podcast (audio)Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKCX Goalkeeper Podcast (video)YouTube: https://www.youtube.com/@cxgoalkeeper#CXGoalkeeper #CustomerExperience #AIinCX #DigitalTransformation #Podcast #Leadership #BusinessInnovation"

🚀 Welcome to a groundbreaking episode of the CX Goalkeeper Podcast! Today, we're joined by Alyona Medelyan, CEO of Thematic, who shares her expert insights on how AI is transforming customer experience.🔍 In this episode, Alyona delves into:AI's Role in Customer Feedback Analysis: Discover how AI can sift through customer feedback to provide actionable insights.The Essence of Net Promoter Score: Unravel the importance of NPS in gauging customer loyalty and satisfaction.Creating Custom Taxonomies: Learn about the power of personalized feedback analysis for deeper customer understanding.🌟 Why Listen?: This episode offers valuable strategies and insights to enhance your customer experience strategies through AI.After listening, think about how AI could revolutionize your approach to customer experience. We'd love to hear your thoughts!🔗 Follow and Subscribe: Don't miss out on future insights! Follow us on your favorite podcast platform and subscribe for updates on new episodes.Episode Page: https://www.cxgoalkeeper.com/AlyonaMedelyanPodcast Page: https://www.cxgoalkeeper.com/PodcastAbout me: https://www.cxgoalkeeper.com/AboutmeCX Goalkeeper Podcast (audio)Apple Podcast: https://apple.co/3qYr4nhSpotify: https://bit.ly/3GhCGXeCXGKCX Goalkeeper Podcast (video)YouTube: https://www.youtube.com/@cxgoalkeeper

Join us on the CX Goalkeeper Podcast for a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's experience and wisdom provide valuable lessons for professionals at all levels.Key Highlights:Empathy in Leadership: Jeremy discusses the importance of empathy and understanding within teams to foster a positive service culture.The Balance of Technology and Human Touch: Insights into how technology can be integrated without losing the human aspect of customer service.Continuous Improvement: Jeremy shares his approach to making continuous improvements in customer experience, even in the face of limited resources.Key Quotes:"If you're not directly serving the customer, your job is to be serving someone who is." - Yan Carlson (shared by Jeremy Watkin)​​​​."We keep making continuous small improvements... there's the end goal of having everything integrated. So it doesn't matter what channel a customer contacts us on." - Jeremy Watkin​​.Connect with Us: We love hearing from our listeners! Share your thoughts on this episode, and let's keep the conversation going. Connect with us at https://www.linkedin.com/in/gregorio-uglioni/Follow the Podcast: Don't miss out on future episodes - follow the CX Goalkeeper Podcast on your preferred platform and join our growing community of CX enthusiasts. https://www.cxgoalkeeper.com/podcast#CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService

Welcome to another riveting episode of the CX Goalkeeper Podcast, where we delve into the art and science of customer experience (CX). In this episode, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX.About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and unique perspectives to our podcast. This episode is a deep dive into the critical aspects of customer experience, focusing on the power of authenticity and human connections in customer service. Alex’s experiences and strategies are not just insightful; they are transformative.Why You Can't Miss This Episode:Discover the Human Element in CX: Learn from Alex’s approach to fostering authentic, empathetic interactions in customer service.Leadership Insights: Gain insights into how effective leadership can significantly impact customer experience.Future Trends in CX: Explore with Alex the evolving landscape of customer service and how to stay ahead.Featured Topics:The importance of humanizing customer service.Balancing corporate goals with authentic customer engagement.Embracing change and innovation in CX.Key Quotes:"Talk to a human being as your human being.""Let people be human in customer service.""Leaders need to do better in promoting authenticity."Golden Nugget: Alex shares his invaluable "golden nugget" about the essence of authenticity in customer experience leadership.Connect with Alex Mead:LinkedIn: Alex Mead LinkedInListen, Learn, and Engage: Tune into this episode for a transformative experience in customer experience wisdom. Don't forget to follow, like, and share to stay updated with more episodes like this.Follow Us: Stay connected with the CX Goalkeeper Podcast on your favorite platforms for more episodes that empower you with the latest in CX knowledge and trends.#CXGoalkeeper #CustomerExperience #AlexMead #AuthenticCX #CXLeadership #Podcast #CXInsights #EmpathyInService #CXStrategy #InnovativeCustomerService

Welcome to the CX Goalkeeper Podcast's special episode: Reflections & Predictions with CXPA Switzerland's Experts!In This Episode:Expert Insights: The board of the CXPA Switzerland: Michael Grund, Barbara Van Duin, Yukka Hekanaho, Anne-Laure Vaudan, and Beppe De Vincenti share their unique perspectives.2023 in Review: A look back at AI integration, human-centered design, and business strategy alignment in CX.Predictions for 2024: Our panel discusses their hopes and predictions, focusing on deeper human connections and technological empowerment in CX.Why Listen? Gain invaluable insights from top CX leaders to elevate your strategies for 2024. Perfect for CX professionals, digital experts, and leadership roles.✅ Subscribe & Share: Don't miss out on future episodes packed with CX wisdom. Subscribe now and share with your network to join our community of CX enthusiasts.Follow us on Your Preferred Podcast Platform for more transformative discussions.

Dive into the world of Customer Experience Community with the CX Goalkeeper Podcast's Holiday Season special! Host Gregorio Uglioni brings together a panel of CX All-Stars to reflect on the impactful trends of 2023 and forecast the exciting developments awaiting us in 2024.Featured Guests: Rob Dwyer, Dennis Wakabayashi, Claire Boscq, Paul Banks, Stacy Sherman, Rick Denton, and Nate Brown I asked 2 questions to every guest:Reflection on 2023Preparing for 2024’s challengesWhether you’re a CX professional, a business leader, or just passionate about customer experience, this episode is packed with insights and strategies to help you stay ahead.Subscribe & Follow: Don't miss this opportunity to gain valuable CX insights. Subscribe to the CX Goalkeeper Podcast now and join our community of CX enthusiasts and professionals. Share your thoughts and continue the conversation online using #CXGoalkeeper!Key words:Customer Experience, CX Trends 2024, Leadership in CX, AI in Customer Service, Empathy in Business, Future of Customer Experience, CX Transformation, Customer Engagement Strategies, CX Podcast, Gregorio Uglioni, Rob Dwyer, Dennis Wakabayashi, Claire Boscq, Paul Banks, Rick Denton, Stacy Sherman, Nate Brown, CX All Stars, Customer Experience Innovation, Human-Centric CX, CX Predictions 2024, Digital Customer Service, CX Management, CX Thought Leaders, CX Insights, CX Strategy 2024, Customer Experience Podcast, Customer Service Trends, CX Leadership, AI and Empathy in CX, CX Future Predictions

Welcome to a groundbreaking episode of the CX Goalkeeper Podcast, where we dive deep into the world of AI and its impact on customer experience and leadership. In this episode, our host Gregorio Uglioni is joined by Paul Banks, an expert in AI and the Founder and Managing Director of Javelin content management. Get ready to explore the fascinating intersection of technology and humanity, and how it's reshaping the business landscape.About This Episode: Are you ready to unlock the secrets of balancing AI with the human touch in your business? Join us as Paul Banks shares his invaluable insights on integrating AI into customer experience and leadership. This episode is a treasure trove for professionals in CX, digital, customer service, and senior management, providing practical advice and visionary perspectives.Why Listen:Discover how AI can enhance, not replace, human interaction in business.Learn about the future of AI in retail and customer service.Gain insights into upskilling and adapting to an AI-driven workplace.Paul Banks' Contact Information:LinkedIn: https://www.linkedin.com/in/paul-banks007/Connect with CX Goalkeeper:Follow us on your favorite podcast platform for more insightful discussions.Engage with us on social media: https://www.linkedin.com/in/gregorio-uglioni/Subscribe to our podcast here on your preferred platform: https://www.cxgoalkeeper.com/podcast Don't miss out on this eye-opening conversation about the future of AI in business. Tune in to this Episode with Paul Banks for a compelling look at how AI is transforming customer experience and leadership. Listen, learn, and lead the change in your organization.

With Rich Dorfman, a seasoned CX professional from Eastern Bank, we discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization.Key Highlights:Rich Dorfman's journey and role in transforming customer experience at Eastern Bank.The evolution of customer expectations in the banking sector.Strategies for aligning CX with corporate objectives.The crucial link between employee satisfaction and customer happiness.Rich Dorfman's perspective on the future of customer experience.Featured Quotes:“Doing the right thing is essential for a sustainable, profitable organization.”“Happy employees are the key to happy customers.”“Customer expectations are a moving target, and staying ahead requires constant evolution.”Connect with Rich Dorfman:LinkedIn: https://www.linkedin.com/in/richdorfman/Subscribe and Follow: Don’t miss out on future episodes! Subscribe to the CX Goalkeeper Podcast on [your podcast platform link] and follow us on social media for the latest updates and expert insights into the world of customer experience.Hashtags: #CXGoalkeeperPodcast #CustomerExperience #BankingCX #Leadership #DigitalTransformation #RichDorfman #BusinessStrategy #EmployeeEngagement #CXInsights