Business Transformation Pitch with The CX Goalkeeper

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 2023 Preparing for 2024’s challenges Whether 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

In this enlightening episode of the CX Goalkeeper Podcast, we have the privilege of hosting Zarina Pasalic, a visionary leader in the realm of digital customer experience. With over two decades in the IT and telecommunications industry, Zarina brings a wealth of knowledge and insights that are indispensable for anyone looking to make strides in customer experience and digital transformation in B2B enterprises. What You'll Learn: The evolving landscape of digital customer experience in B2B and its convergence with B2C strategies. Key challenges and strategies in navigating digital transformation within B2B enterprises. The indispensable role of continuous research and customer insights in shaping effective CX strategies. Zarina's unique perspective on leadership and the importance of prioritizing people in achieving business success. Why Listen: Zarina's insights are a goldmine for professionals in customer experience, digital fields, customer service, and leadership. Her unique blend of expertise and practical advice provides listeners with actionable strategies and a deeper understanding of the nuances of customer experience in the digital age. Connect with Zarina: Engage with Zarina Pasalic on LinkedIn to delve deeper into her thoughts on digital CX and leadership. https://www.linkedin.com/in/zarina-pasalic/ Follow and Subscribe: Don't miss out on future episodes of the CX Goalkeeper Podcast. Subscribe now and join a community of professionals passionate about transformation, leadership, and customer experience. Follow us for the latest insights and trends that will empower your professional growth. https://www.cxgoalkeeper.com/podcast let's keep in touch: https://www.linkedin.com/in/gregorio-uglioni/ Your Feedback Matters: We love hearing from you! Share your thoughts, insights, or questions about this episode. Your feedback helps us bring more value to our listeners.

Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses. About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service. In This Episode, You Will Learn: How artificial intelligence is transforming customer service. The importance of a data-driven culture in modern businesses. Strategies for integrating AI with human intelligence to enhance customer experience. Jim Iyoob’s unique perspective on the future of customer interactions. Key Quotes: "Quality's not a score. It's a behavior." – Jim Iyoob "You can't whack someone on bad data." – Jim Iyoob "Read an article a day." – Jim Iyoob Connect with Jim Iyoob: LinkedIn: Jim Iyoob Your Host: Gregorio Uglioni, host of the CX Goalkeeper Podcast Follow Gregorio for more smart discussions on CX, transformation, and leadership. https://www.linkedin.com/in/gregorio-uglioni/ Don't forget to subscribe to the CX Goalkeeper Podcast on your favorite platform. Share this episode with your colleagues who are passionate about customer experience and AI. Leave a review and let us know what you think!

Welcome to another engaging episode of the CX Goalkeeper Podcast! Today, we’re thrilled to present "Distilling the Essence of CX: The CX World Games with Chris Brooks." Dive deep into the world of Customer Experience (CX) with our esteemed guest, Chris Brooks, a renowned CX consultant and the visionary behind the CX World Games. About Chris Brooks: Chris Brooks stands at the forefront of CX innovation. With a career spanning several years, he's a thought leader who believes in practical solutions over theoretical knowledge. His work with the CX World Games is a testament to his commitment to real-world impacts in the customer experience domain. Key Quotes: “We can do a lot more in CX by considering its social impact.” – Chris Brooks “The most precious resource for CX professionals is their time.” – Chris Brooks “Be conscious of where you set your compass in the CX journey.” – Chris Brooks Why Listen: This episode is a treasure trove for anyone in the CX field – from novices to seasoned professionals. Chris' unique perspective on CX as a blend of art and science, combined with his experiences with the CX World Games, offers invaluable lessons and strategies. Don’t miss out on this insightful conversation. Listen now, and if you find value in our content, please subscribe and share. Your support helps us bring more such CX insights to you. Follow the CX Goalkeeper Podcast for more episodes where we dissect the goals and strategies of leading CX practitioners and thinkers. Customer Experience, CX Leadership, Chris Brooks, CX World Games, Business Transformation, Podcast, CX Community, Customer Service, CX Innovation. Stay Connected: For more updates and episodes, follow us on your preferred podcasting platform and visit our website. https://www.cxgoalkeeper.com/podcast. Follow me on LinkedIn https://www.linkedin.com/in/gregorio-uglioni/ for regular transformation, leadership, and CX insights and discussions. Empowering your transformation journey with insights from the best in the field. That’s the goal we keep at CX Goalkeeper Podcast.

We sit down with Tim Sherwood from Avaya, a trailblazer in the field of customer experience (CX) and digital transformation. Join us as we explore the depths of leadership and the strategies that are reshaping the world of CX today. This conversation is filled with nuggets of wisdom that will challenge you to rethink your approach to business and leadership. In This Episode, You Will Learn: How to establish and nurture impactful connections within your professional and personal life. Strategies to lead and inspire change within your organization. The critical role of customer experience in the longevity and success of a business. Tim Sherwood's unique perspective on what it takes to be a transformative leader in today's digital landscape. Noteworthy Quotes: "Creating connections is key. If you want to be successful... it's all about taking the time to create those connections." "Leadership is about influencing and connecting across all levels of an organization." Why Listen: Whether you're a CX professional, a senior manager, or a C-suite executive, this episode is packed with insights that can redefine your approach to customer experience and leadership. Tim Sherwood's advice is not just thought-provoking—it's actionable. Follow Us: If you're passionate about driving transformation, leadership, and exceptional customer experience, make sure to follow the CX Goalkeeper Podcast. We bring you conversations with the brightest minds in the industry to keep you at the top of your game. Subscribe & Share: Loved this episode? Subscribe to our podcast for more interviews like this and leave us a review! Your feedback helps us make each episode even better. Share this episode with your network to spread the wisdom and keep the conversation going. Connect with Us: https://www.cxgoalkeeper.com/podcast #CXGoalkeeper #TimSherwood #CustomerExperience #Leadership #DigitalTransformation #BusinessStrategy #Podcasting

In this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it means to be a leader in the customer-centric world of today. What You'll Learn: Insights into Karl Sharicz's transformative CX career The essence of servant leadership in driving change Strategies for effective change management in CX How to navigate B2C environments with customer-centric strategies Karl's contact details: https://horizoncx.com/ https://www.linkedin.com/in/karlsharicz/ Follow the CX Goalkeeper Podcast: https://www.cxgoalkeeper.com/Podcast Customer Experience, Leadership, CX Strategy, Change Management, Servant Leadership, Business-to-Consumer, Karl Sharicz

Joey Coleman, author of "Never Lose an Employee Again," joins us to delve into the critical elements of employee retention and the role leadership plays in it. As Joey says, "There's always an opportunity to treat humans as humans," and he gives actionable advice on how to do that. Highlights The significance of the 'First 100 Days' in an employee's journey "When we understand what another person is going through, it makes connection easier and bonds stronger." - Joey Coleman How a culture of empathy can revolutionize your business Top 3 Takeaways A strong emotional connection can make or break employee retention. Leadership plays a more significant role than you think in keeping your best talent. You can't afford not to invest in building a company culture centered around empathy. Useful Links more details here: https://www.cxgoalkeeper.com/JoeyColeman 🎧Subscribe & Follow If you found value in this episode, please consider subscribing and leaving us a review. Your feedback helps us reach more professionals looking to enhance their leadership and customer experience skills.🔔 Next Episode Don't miss our next episode where we will be discussing "The Future of Digital Transformation in Customer Experience." Stay tuned!

Human-centricity and transformative leadership. We're thrilled to have DeAnna Avis, a luminary in the fields of brand strategy and leadership, join us for an insightful conversation you won't want to miss.🎧 What You'll Discover 🎧 The Essence of Human-Centric Brands: Why putting humans at the center of your brand is more than a trend—it's a business imperative. Leading Business Transformation: DeAnna demystifies the art and science of steering a company through change and disruption. The Role of Passion and Energy: Learn why these two elements are crucial in both leadership and customer experience. 🎙️ Key Quotes 🎙️ "Your brand isn't what you say it is, it's what your customers say it is." - DeAnna Avis "Transparency is not just a buzzword; it's an actionable insight." - DeAnna Avis "To be a transformative leader, you have to be willing to navigate change." - DeAnna Avis 🤝 Connect with DeAnna Avis 🤝Want to learn more from DeAnna? Find her on LinkedIn.🚀 Take Action 🚀If this episode resonated with you, don't forget to subscribe, rate, and review the podcast. Your feedback not only helps us improve, but it also helps other professionals in the CX, digital, and leadership spaces find the show. Subscribe the podcast so you never miss an episode!