Business Transformation Pitch with The CX Goalkeeper

Why You Can't-Miss This Episode Discover 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 Guest Eckhart 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 Links https://www.linkedin.com/in/eckhartboehme/ https://www.unipro-solutions.com Episode Summary In 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 Learnings Understanding 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. Chapters 00:00 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 Guest Michael 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 Links LinkedIn Profile https://www.cx-excellence.com/ Episode Summary In 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 Learnings 1. 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. Chapters 00:00 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 Announcement We 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/3GhCGXeCXGK Thank 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 Episode Discover 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 Guest Hussein'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 Links LinkedIn: https://www.linkedin.com/in/hdajani/ YouTube: https://www.youtube.com/@hussdajani Website: https://about.me/husseindajani Episode Summary Hussein 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. Chapters 00:00 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 3 7:31 Conclusion and Call to Action Thank 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 Episode Join 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 Guest Sean 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 Links https://www.linkedin.com/in/salbertson/ https://www.facebook.com/cx4rocks https://www.youtube.com/channel/UCNZRlFmcBCG6l7vmFLqmiGQ https://www.instagram.com/Sean4ROCKS/ Episode Summary In 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 Learnings Prioritize 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. Chapters 00:00 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 Nugget We'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! ​

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/hevertonsa www.instagram.com/hevertonsa www.instagram.com/universidadedoconsumidor www.heverton.com.br www.universidadedoconsumidor.com.br Episode 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 Start 01:15 Guest Introduction 06:56 Evolution of Customer Experience 10:01 Key Components of Transformation 13:23 Practical Examples 20:40 Leadership in CX Projects 23:52 Impact of Technology 29:40 Future of CX 30:22 Contact Information 31:16 Golden Nugget We 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/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Podcast Page: https://www.cxgoalkeeper.com/Podcast About 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 Guest Jay 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 Links https://www.instagram.com/jaybaer/ https://www.linkedin.com/in/jaybaer/ The Top 3 Key Learnings 1. 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. Chapters 00:00 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 Data We 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