Business & Digital Transformation, Leadership, Innovation and Customer Experience.
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About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions
customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose
Recalibrating Leadership for the Infinite Game with Diane Magers
33:23In this episode, we're joined by Diane Magers, a thought leader in the realms of Customer Experience and Leadership. We discuss the evolving landscape of leadership, the critical role of resilience, and the future of customer experience. Plus, don't miss Diane's "Golden Nugget" of wisdom that could be a game-changer for your organization.📣 Key Quotes"Resilience is about the ability to know yourself and know the environment." - Diane Magers"Staying human is my secret ingredient in leadership." - Diane Magers"Embed customer experience into your organization's core through an 'Experience Operating System' for lasting success." - Diane MagersLet's stay in contactPodcast CX Goalkeeper💌 FeedbackWe love to hear from our listeners! If you have any comments, questions, or suggestions, please let us know.🎧 Subscribe & ShareIf you enjoyed this episode, please subscribe, rate, and review. Share it with someone who would find this episode helpful!
Unpacking the real Impact of Corporate Social Responsibility and Leadership with Bob Azman
35:13Deep dive into the intertwined worlds of Corporate Social Responsibility (CSR) and leadership with our esteemed guest, Bob Azman. Discover the transformative power of CSR in today's business landscape and the pivotal role leadership plays in driving these initiatives.🔍 In This Episode, You'll Learn:The essence and importance of CSR in modern businesses.Real-world examples of companies excelling in CSR.How leadership can make or break CSR initiatives.Bob Azman's personal experiences and insights on leading CSR strategies.Actionable advice for professionals looking to champion CSR in their organizations.🎧 Why Listen: If you're passionate about making a meaningful impact through CSR and understanding the nuances of leadership in this realm, this episode is a must-listen. Bob's insights, combined with our deep-dive discussions, will leave you inspired and equipped to drive change.🔗 Resources & Links:https://www.cxgoalkeeper.com/bobazman🌟 Stay Connected: For more insightful episodes and exclusive content, make sure to subscribe/follow our podcast. If you found value in this discussion, please leave us a review and share it with your network. Your support helps us reach more listeners like you!
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Generating Value: From Insights to Impact with Susanna Baque
30:56In this enlightening episode, we're joined by Susanna Baque, a trailblazer in the Customer Experience (CX) domain. Dive deep with us as we explore the essence of transforming customer insights into actionable strategies, the future of CX, and the undeniable link between employee well-being and customer satisfaction.Key Takeaways:Susanna's unique journey into the world of CX and the influence of personal values.The pivotal role of customer feedback in shaping CX.Strategies to dismantle organizational barriers for a seamless customer journey.The synergy between employee well-being and customer satisfaction.Susanna's golden advice: "Embrace a culture of action. Feedback without timely and meaningful action loses its essence."more insights, visit our website: https://www.cxgoalkeeper.com/SusanneBaqueStay Updated! If you found value in this episode, make sure to subscribe to our podcast. We have many more insightful episodes lined up for you! And don't forget to leave a review; it helps us reach more CX enthusiasts like you.
Beyond Downloads: Jennie Lewis Explores the Depth of App Measurement for Enhanced Customer Experience
26:52In this enlightening episode, we're joined by Jennie Lewis, a trailblazer in the realm of customer experience and mobile app dynamics. Dive deep with us as we explore the intricacies of mobile app measurement, leadership lessons, and the magic of team synergy.Key Takeaways:The meteoric rise of mobile apps in the business world.Strategies for measuring user engagement and retention.Leadership insights from Jenny's journey from email to mobile.The undeniable power of team dynamics and recognizing individual 'superpowers'.Featured Quote: "The true essence of a successful team lies in recognizing and celebrating the unique superpowers each member brings." - Jennie LewisResources & Links:https://www.cxgoalkeeper.com/JennieLewisStay Connected: Love what you heard? Subscribe to the CX Goalkeeper Podcast for more insights from industry leaders. Don't forget to rate, review, and share with your network!
Breaking Barriers with Clare Muscutt: The Rise of Women in CX
37:29In this compelling episode of the CX Goalkeeper Podcast, we're joined by Clare Muscutt, the visionary founder and CEO of Women in CX (WiCX). Delve into the intricacies of modern Customer Experience (CX) as Clare shares her profound insights on the rapid evolution of the industry. From the transformative power of data analytics and machine learning to the challenges and opportunities they present, Clare emphasizes the need for professionals to adapt and innovate.Clare, with her rich experience and unique perspective, sheds light on the importance of diversity in the CX realm, emphasizing its role in driving innovative solutions in a globalized world. She candidly discusses her journey, highlighting the challenges faced by women in the CX industry and the pressing need for inclusivity. As technology continues to reshape customer interactions, Clare underscores the significance of a human-centric approach, ensuring that amidst the digital revolution, the essence of genuine connection isn't lost.This conversation is not just about CX; it's a deep dive into the ethos of creating meaningful and lasting customer relationships.Tune in to revolutionize your approach to transformation, leadership and customer experience.Don't forget to subscribe to the CX Goalkeeper Podcast for more insightful episodes. Share it with your network to help us grow our community of CX enthusiasts. Your support means the world to us!Relevant Keywords: Customer Experience, CX, Women in CX, WiCX, Data Analytics, Machine Learning, Diversity, Globalization, Human-centric Approach, Digital Revolution, Customer Interactions, Inclusivity.
Decoding Human-Centered Design: Your Pathway to Unprecedented Success with Stefan Leuthold
32:55In the latest episode of the CX Goalkeeper Podcast, our host Gregorio Uglioni had an insightful discussion with Stefan Leuthold, a renowned expert in the field of human-centered design. Stefan, who hails from Stimmt, a Swiss consulting company specializing in customer experience, shared his wealth of knowledge and experience spanning over two decades.Today's Top Player: Stefan LeutholdStefan Leuthold is a man of many hats - a father, husband, entrepreneur, consultant, and a scholar with a master's degree in theoretical physics and a PhD in cognitive psychology. His passion lies in understanding human behavior and applying this knowledge to create better, more intuitive systems and processes. Stefan's expertise in human-centered design has made him a sought-after figure in the industry.Stefan Leuthold delves into the importance of understanding and designing for the end user. Stefan emphasizes the need for a three-step process: understanding the user, designing for the user, and validating the design with the user. He shares a successful implementation of this approach in an online banking redesign project, highlighting the importance of focusing on the user's primary task. Stefan also provides advice for companies considering human-centered design, urging them to start small and scale up based on results. The discussion concludes with Stefan's golden nugget: "A successful company maintains a close relationship with its customers. But a truly successful company also fosters a strong connection with its employees. Because when these relationships are in place, purpose, strategy, and profits naturally follow."00:00 Introduction00:43 Greeting and Introduction of Guest01:10 Introduction of Today's Top Player01:24 Guest's Self-Introduction and Sharing of Values02:19 Discussion on Behavioral Science03:08 Explanation of Human Centered Design04:00 Elaboration on Human Centered Design05:19 Discussion on the Relevance of Human Centered Design07:19 Deep Dive into the Understand Phase of Human Centered Design09:23 Discussion on the Number of Interviews Required for Understanding11:48 Discussion on the Willingness of Customers to Participate in Interviews13:01 Explanation of the Design Phase of Human Centered Design15:20 Discussion on the Validate Phase of Human Centered Design17:20 Discussion on the Cycle of Understand, Design, and Validate19:26 Sharing of a Successful Implementation Example21:39 Advice for Companies Considering Human Centered Design24:15 Discussion on Leadership and Sharing of Personal Experience26:19 Sharing of Biggest Failure and Lessons Learned27:23 The Question About the Future30:44 Guest Contact Details31:28 Golden Nugget#cxgoalkeeper #customerexperience #podcast #leadership #DigitalTransformation #CustomerExperience #Leadership #Innovation #LifelongLearning #Networking #ChangeManagement #BusinessStrategy #humancetereddesign
Revolutionizing Customer Experience with AI with Federico Cesconi
37:56In this enlightening episode of the CX Goalkeeper Podcast, we dive into the transformative power of technology in enhancing customer experience. Our special guest, Federico Cesconi, co-author of Sandsiv+, shares his insights on how artificial intelligence (AI) and machine learning are revolutionizing the customer experience landscape.Federico, CEO of Sandsiv, takes us through his journey of creating a universal framework for Customer Experience Management. He emphasizes the importance of doing what you love and how this principle guides his work. We also delve into an intriguing discussion about an article Federico wrote, using AI to detect pitfalls in Disneyland Paris's customer journey in less than 60 seconds.We explore the "secret ingredient" in Federico's solution - a framework that integrates large language models into existing IT environments. Federico shares how AI can handle the "dirty jobs," freeing up professionals to focus on strategic activities that require human intelligence.We also touch on the future of customer experience management, Federico's book "Start with the Customer," and his golden nugget of advice: "Prioritize happiness; wake up excited for the day, go to bed satisfied with your accomplishments, regardless of financial success."This episode is packed with valuable insights and innovative ideas that are sure to inspire C-Levels, transformation experts, and CX professionals. Tune in to revolutionize your approach to customer experience management.Don't forget to subscribe to the CX Goalkeeper Podcast for more insightful episodes. Share it with your network to help us grow our community of CX enthusiasts. Your support means the world to us!
Mastering Digital Transformation with Marcus Köhnlein
31:43In the recent episode of the CX Goalkeeper Podcast, Gregorio Uglioni engaged in an insightful discussion with Marcus Köhnlein, a seasoned expert in digital transformation and customer experience. The conversation traversed the landscape of digital transformation, its profound impact on customer experience, and the leadership required to steer these initiatives.Marcus is a seasoned expert and thought leader in the realm of digital transformation. With a wealth of experience and a robust portfolio of successful transformation projects, Marcus has honed his understanding of what it takes to navigate the digital landscape effectively.In this episode, we dive deep into the intricacies of digital transformation. Marcus shares his unique insights on how businesses can leverage modern technology to enhance customer experience and foster a culture of innovation. We discuss the role of leadership in steering these transformations and explore the ways in which customer experience is evolving in the digital age.Stay tuned as we embark on this enlightening journey with Marcus Köhnlein, unveiling the secrets to mastering digital transformation.Highlights:00:00 Introduction00:43 Introduction of Guest Marcus Köhnlein01:25 The Importance of Digital Transformation02:18 Understanding Customer Experience in the Digital Age03:27 Marcus Köhnlein's Journey in Digital Transformation04:36 Leadership's Role in Digital Transformation05:15 First Break and Recap06:47 Deep Dive into Digital Transformation Strategies08:44 How to Foster a Culture of Innovation10:49 Marcus Köhnlein's Success Stories12:25 Key Challenges in Digital Transformation13:01 Overcoming Barriers and Resistance to Change14:25 Role of Customer Feedback in Transformation15:45 How to Measure the Success of Transformation Efforts17:51 The Future of Digital Transformation19:36 Final Thoughts and Closing Remarks from Marcus Köhnlein29:00 Book Recommendation29:23 Contact Details30:26 Golden Nugget: Key Takeaways from the EpisodeABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership
Unleashing the Power of Experience Management with Bruce Temkin
32:52It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they’re customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all.Episode Chapters00:00 Game Strat01:09 Bruce Temkin introduces himself02:01 Bruce shares the values that drive his life03:50 Discussion on Experience Management06:44 The difference between CX and XM08:37 Bruce shares the six laws of Experience Management14:33 Bruce's favorite law of Experience Management16:11 Key leadership lessons from Bruce's career21:04 Bruce's vision for the future of Experience Management30:02 How to contact Bruce30:39 Bruce's golden nuggetmore on: https://www.cxgoalkeeper.com/brucetemkiinYou can connect with Bruce on Twitter, LinkedIn, or visit the XM Institute for more insights on Experience Management.ABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership
Dialing into Innovation: Contact Center Transformation with Rob Dwyer
35:37Welcome back to another episode of the CX Goalkeeper Podcast! In this episode, we're thrilled to have Rob Dwyer, a seasoned expert in the contact center and BPO industry, join us for a deep dive into the world of customer experience.Rob shares his journey from the mortgage business to his current role, where he's making a difference in the lives of customers and employees alike. He also gives us a glimpse into his podcast, Next in Queue, and shares a memorable shopping experience that turned a routine checkout into a game show!We discuss the importance of prioritizing customer experience, the delicate balance between speed and quality in service delivery, and how to foster an innovation mindset in contact centers. Rob also shares his insights on employee engagement and retention, and the role of leadership in creating a cohesive team.This episode is packed with valuable insights and advice for anyone interested in customer experience and leadership in the context of contact centers and BPOs. 🔔 Subscribe for more: https://www.cxgoalkeeper.com/podcastConnect with Rob Dwyer:LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/Twitter: https://twitter.com/in_queueTimestamps:00:00 Game Start01:00 Introduction01:59 Sharing of Personal Values03:40 Introduction to "Next in Queue" Podcast04:35 A Unique Shopping Experience Story07:28 Impact of the Shopping Experience Story09:56 Discussion on Five Essential Songs11:03 Prioritizing Customer Experience in Contact Centers and BPOs16:15 Balancing Speed and Quality in Service Delivery19:57 Fostering an Innovation Mindset in Contact Centers22:37 Involving Employees in the Innovation Process25:05 Employee Engagement and Retention in Contact Centers28:08 Coaching the Leadership Team in Contact Centers30:00 Golden Nugget: "The secret sauce is about relationships."#CXGoalkeeperPodcast #CustomerExperience #ContactCenters #BPO #RobDwyer #NextInQueue #CustomerService #Innovation #LeadershipSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast?Please DM me on LinkedIn