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  • In this episode of the CX Goalkeeper Podcast, Jonathan Stutz shares his journey and insights on building inclusive leadership cultures within organizations. As the author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, Jonathan outlines actionable steps that leaders can take to foster diversity, equity, and inclusion in the workplace. From personal anecdotes to practical advice, this episode is packed with valuable lessons on leadership and the importance of creating a sense of belonging for all employees. Don’t miss this episode if you're passionate about developing inclusive leadership and driving organizational success.

    About the Guest

    With 25+ years leading inclusion, diversity, equity, and cross-cultural management at Microsoft, Amazon, and Zulily, I now lead a consulting practice supporting organizations committed to building a culture of belonging for their employees. I most recently published my first book, Daily Practices of Inclusive Leaders. My company, Global Diversity Partners, has a mission to help organizations navigate uncomfortable topics and cultural dilemmas with graceful conviction, challenge the status quo, and achieve the improvements they seek.

    Relevant Links

    https://Inclusivepebbles.com

    https://www.linkedin.com/in/jstutz

    https://www.linkedin.com/in/eddiepate

    Globaldiversitypartners.net

    https://eddiepate-speaking.com/

    The Top 3 Key Learnings

    The Power of Belonging: Creating a culture of belonging for employees leads to higher commitment and loyalty, improving customer experience. Employees who feel seen and valued are more motivated to deliver excellent service.Daily Practices Matter: Inclusion isn’t about massive initiatives but daily, intentional actions. These small steps, like one-on-one meetings focused on inclusion, help create lasting cultural change.Inclusive Leadership Drives Success: Diverse teams outperform homogeneous teams and inspire more creativity and innovation. Inclusion, diversity, and equity should be central to an organization’s leadership strategy.

    Chapters

    00:00 Introduction and Guest Presentation

    01:14 Jonathan's Values and Personal Journey

    05:43 Discussion on the Book "Daily Practices of Inclusive Leaders"

    08:35 Creating a Culture of Belonging

    10:24 The Importance of Feeling Belonging

    13:37 Addressing Microaggressions and Building a Speak-Up Culture

    17:35 Integrating Inclusion into the Employee Lifecycle

    17:55 The Business Case for Diversity and Inclusion

    22:10 Future of AI and Customer Experience

    24:01 Contact Information and Final Thoughts

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  • In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact.

    About the Guest

    Dr. Tom DeWitt is the founder and Director of CXM@MSU, an industry-facing entity designed to advance the field of customer experience management through initiatives such as monthly online roundtable discussions and industry conferences. He's also the architect and Academic Program Director of North America's first master of science degree in customer experience management (MS-CXM). Arguably the highest credential globally in customer experience management, the MS-CXM degree is the first academic degree in customer experience management at an accredited university in the United States.

    Relevant Links

    https://www.linkedin.com/in/tom-dewitt-ph-d-5076093

    The Top 3 Key Learnings

    Speak the Language of the C-suite: CX leaders must align their goals with business KPIs such as revenue, cost, and market share. It’s not enough to focus on NPS and CSAT; CX leaders need to demonstrate how CX impacts the company’s bottom line.Invest in Formal CX Education: The lack of structured, formal education in CX has left many leaders unprepared. Organizations must move beyond short-term certifications and invest in programs with the depth and breadth of skills required to drive sustainable CX transformations.Embrace Global Perspectives: Living and working abroad offers unique insights into customer behaviors across cultures. CX practitioners who engage internationally can broaden their understanding of universal customer needs and how organizations globally address them.

    Chapters

    00:00 Introduction and Guest Presentation

    00:29 Background of Tom DeWitt

    02:47 Identifying the Skill Gap in CX Leadership

    06:11 Challenges with Current CX Education and the Need for Academic Programs

    09:41 Details of the Master's Program at Michigan State University

    12:20 The Importance of Employee Experience and Engagement

    14:51 Corporate Support for CX Education

    16:32 Future of CX Skills Development

    23:59 Conclusion and Final Thoughts

    24:18 Contact Information and Closing Remarks

    Keywords

    CX leadership, customer experience management, C-suite communication, CX education, customer experience skills gap, Michigan State University CX program, Tom DeWitt CX, CX goals, CX transformation, CX strategy, customer-centric organizations, CX KPIs, ROI of CX, AI in customer experience, global CX perspectives, employee engagement in CX.

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  • In this episode of the CX Goalkeeper Podcast, we explore how emotional intelligence (EI) can dramatically improve customer experience (CX) and employee performance. Michael Mattson, an expert in emotional intelligence, shares his valuable insights on harnessing EI to create stronger human connections within teams and with customers. He emphasizes how emotionally intelligent leadership builds trust, empathy, and psychological safety, which leads to enhanced team dynamics and better customer interactions. If you want to learn how to elevate your leadership and CX game, this episode is a must-listen!

    About the Guest

    Michael Mattson is a trailblazing customer experience leader transforming the insurance landscape by putting empathy at the core of every interaction. As a Manager of Customer Experience at a major insurance company, Michael harnesses his entrepreneurial background and emotional intelligence to give customers a commanding voice in driving innovation and cultivating unshakable loyalty.

    With a diverse skillset spanning Lean Six Sigma, project management, and servant leadership, Michael's true genius lies in forging profound emotional connections. He leverages this superpower to step into customers' shoes, anticipate their needs, and deliver experiences that surpass expectations, fueling unprecedented growth and success.

    As a recognized thought leader and the Chief Empathy Officer at Walk A Mile CX, Michael is igniting a revolution to create a more human-centered future for the insurance industry. By championing empathy as the ultimate catalyst for business results, he is paving the way for organizations to build customer-obsessed cultures that propel them to new heights. With his visionary approach and unparalleled ability to blend technical expertise with emotional intelligence, Michael redefines what it means to put customers first.​​​​​​​​​​​​​​​​

    Relevant Links

    https://www.linkedin.com/in/michaelcmattson/

    https://walkamilecx.com/

    The Top 3 Key Learnings

    Self-awareness is the foundation of emotional intelligence. Leaders must start with self-reflection and understand their own emotional responses before they can lead effectively.Empathy drives stronger customer interactions: Listening and understanding customers' emotions beyond their immediate needs is critical to creating a meaningful CX.Psychological safety boosts team performance: Teams that feel safe and supported are more innovative, resilient, and capable of delivering outstanding CX.

    Chapters

    00:00 Introduction and Guest Presentation

    02:43 Michael Mattson's Values and Approach

    05:23 Building Emotional Intelligence in Teams

    12:03 The Role of Emotional Intelligence in Customer Interactions

    15:56 Examples of Organizations with Emotional Intelligence

    21:14 Measuring the Impact of Emotional Intelligence

    26:27 Future of Emotional Intelligence and Final Thoughts

    Thank you for tuning in to this episode of the CX Goalkeeper Podcast! We'd love to hear your thoughts and feedback. What resonated with you the most? Feel free to leave a comment, and don’t forget to follow and subscribe to the podcast using the links below to stay updated on future episodes:

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    Stay tuned for more insightful discussions on leadership, customer experience, and more!

  • In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn’s insights are game-changers for any organization looking to excel in CX and boost revenue. Don’t miss out on these actionable tips that can reshape how you lead your CX initiatives!

    About the Guest

    Lynn Hunsaker built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She served as an international board member of the Customer Experience Professionals Association, award-winning Silicon Valley American Marketing Association president, and two-term president of the San Francisco Bay Area Association for Psychological Type. Lynn taught 25 graduate and undergraduate courses at UC Berkeley UC Santa Cruz Extensions, San Jose State University, and Mission College. She was the first in the world to receive CXPA’s authorized trainer status for an online certification exam course. Customer experience professionals in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more.

    Relevant Links

    https://ClearAction.com

    https://LinkedIn.com/in/lynnhunsaker

    https://Twitter.com/clearaction

    The Top 3 Key Learnings

    CX is a Team Sport: Every department impacts customer experience, whether directly or indirectly. Leadership must ensure that all teams are aligned toward customer success.Motivation Through Value: Employees must see how their work directly impacts the customer and the company's bottom line. Aligning rewards with customer-focused outcomes creates long-term motivation.Collaboration is Key: Breaking down silos and encouraging cross-departmental teamwork is essential to delivering seamless CX and improving overall business performance.

    Chapters

    00:00 Introduction and Guest Presentation

    03:05 Values Driving Lynn's Professional Life

    04:16 Breaking Silos in CX Initiatives

    06:27 Strategies for Cross-Departmental Collaboration

    08:10 Increasing Motivation and Nurturing Collaboration

    11:29 Building Universality in Projects

    14:58 Tying CX to Business Key Performance Indicators

    18:20 Counseling and Support for Employees

    23:11 Organizational Learning and Debriefing

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  • In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Eryc Eyl, author of Stop Engaging Employees, Start Making Work More Human. Eryc passionately shares insights on how shifting the focus from employee engagement to fostering a human-centered workplace can drive real results. He explores the importance of human dignity at work, the six critical disciplines of leadership, and the power of connection over conformity in organizations. If you're ready to rethink how you lead and how your employees engage, this episode is a must-listen!

    About the Guest

    Eryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human for conglomerates, telecommunications, consumer packaged goods, nonprofit, governmental, and research organizations. Eryc has an MA from the University of Colorado, and a BA from Vassar College, as well as accreditations and certifications in workplace culture and change management, and has been a Certified Customer Experience Professional since 2014. Eryc believes in a world in which work isn’t just a four-letter word, but part of a path to greater human satisfaction, fulfillment, self-actualization, and flourishing, so he helps workplaces align their culture with strategic imperatives, and individuals integrate their work with a meaningful, fun, and fulfilling life. Eryc is also a storyteller, playwright, and DJ. His book, Stop Engaging Employees: Start Making Work More Human, was published in January 2024.

    Relevant Links

    Website: www.ErycEyl.com

    LinkedIn: https://www.linkedin.com/in/eryceyl

    The Top 3 Key Learning

    Connection over conformity: Prioritizing personal connections in the workplace unlocks more value and creativity than rigid adherence to rules.Empathy as the foundation: Understanding your employees' needs and challenges is the first step toward building a thriving workplace.Empowerment drives results: Equipping employees with the necessary tools and autonomy results in a more engaged and productive workforce.

    Chapters

    00:00 Introduction and Guest Presentation

    03:25 Discussion on Employee Engagement

    05:29 Explanation of Leadership Disciplines

    08:43 Importance of Empathize

    11:33 Leadership Examples and Misconceptions

    17:53 Balancing Performance and Human-Centricity

    21:10 Eric’s Golden Nugget

    The best of Transformation, Leadership, and Customer Experience from The CX Goalkeeper podcast.

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  • In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the actual value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in.

    About the Guest

    With over three decades of experience, Patty has been a CX practitioner, consultant, and analyst. She led dysfunctional organizations through change management to profitability. She found significant financial benefits using the CX discipline, such as more profitable sales and lower expenses.

    Using customer-centric business strategies, Patty created cultures, advised organizations to adopt CX, and analyzed CX best practices.

    Relevant Links

    https://www.linkedin.com/in/pattysoltis

    The Top 3 Key Learnings

    Align CX with Business Strategy: To gain executive buy-in, CX efforts must align with the company's core strategy and demonstrate a direct impact on profitability.

    Blend Qualitative and Quantitative Data: Effective CX leaders combine customer feedback with business metrics to provide a comprehensive view that resonates with the C-suite.

    Focus on Value, Not ROI: Rather than attempting to prove ROI, CX professionals should demonstrate the value of their initiatives by showing how they drive business outcomes.

    Chapters

    00:00 Introduction and Guest Presentation

    03:13 Aligning CX Initiatives with C-Suite Priorities

    07:15 Challenges of Aligning CX with Company Strategy

    08:44 Effective Methods for Aligning CX with C-Suite Expectations

    12:00 Leveraging Data and Storytelling in CX

    16:52 Empathy and Influence in CX Leadership

    18:42 Overcoming Barriers in CX and Proving Value

    22:35 Future of CX and Technology

    24:04 Conclusion and Contact Information

    I hope you found this episode summary insightful! If you enjoyed this content, please follow and subscribe to the CX Goalkeeper Podcast for more expert discussions on customer experience, transformation, and leadership. Your support helps us continue to bring you valuable insights from top industry leaders.

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    Thank you for listening, and don't forget to share this episode with your network!

  • In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, top companies' strategies to create loyal customers, and how to apply these insights to elevate your brand.

    About the Guest

    Dr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world’s leading expert on brand love, and the winner of the Stetik Group Brand Relationship Award for research with the greatest impact on marketing practice. His popular book, The Things We Love, has been named by Amazon as a “best business book.” A Stanford University study ranked him in the top 2% of all scientists worldwide. He has been on the Oprah Winfrey Show and consulted for Google, Amazon, L'Oréal, Samsung, Maybelline, Procter & Gamble, Audi, General Motors, Microsoft, Ford, GfK Market Research, and others.

    Relevant Links

    https://www.BrandLoveCentral.com

    https://www.linkedin.com/in/aaronahuvia/

    The Top 3 Key Learnings

    Personification is Powerful: Humanizing or linking your brand to a beloved individual can significantly enhance customer emotional connections.

    Customer Experience is Crucial: High-quality products alone aren't enough; the customer experience must be enjoyable to spark emotional attachment.

    Brand Love Equals Loyalty: Whether mild or intense, emotional connections lead to greater brand loyalty and can significantly impact your bottom line.

    Chapters

    00:00 Introduction and Guest Presentation

    01:00 Introduction of Aaron Ahuvia

    02:39 Values and Research Focus

    03:58 Experience with Oprah Winfrey

    06:30 Explanation of Brand Love

    09:32 Ways to Create Brand Love

    17:44 Case Studies and Examples

    24:37 Measuring and Improving Brand Love

    26:55 Future of Brand Love

    31:34 Conclusion and Contact Information

    We'd love to hear your feedback! Did you enjoy this episode? Follow and subscribe to the CX Goalkeeper Podcast for more insightful discussions.

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  • In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today’s fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience landscape.

    About the Guest

    Holger von Seherr-Thoss is the CEO & Partner of moveXM, a software company for Customer Experience Management based in Frankfurt am Main. Since 2019, as a member of the founding family, he has led the company, which offers a Software-as-a-Service solution (SaaS) for holistic management - hosted and made in Germany.

    Holger began his professional career with experiences at Lufthansa Cargo and the international Ogilvy Fellow Program at Ogilvy & Mather. After his Master of International Business at the University of St Andrews (Scotland), he continued his career in the Customer Consulting division at KPMG.

    Holger's main topics are customer experience management, customer centricity, and customer satisfaction. With his expertise, he accompanies the CX programs of moveXM clients such as BMW, VW, Provinzial Insurance, and others. In addition, he hosts a webinar series, publishes articles, and gives lectures on current CX topics.

    MoveXM is a European software provider for CX management (SaaS) with over 28 years of experience. moveXM helps to collect and analyze feedback to make data-based decisions and derive actions. The customer base includes international companies of various industries and sizes. MoveXM combines an ISO-certified software solution with human expertise, is hosted and made in Germany, and meets the highest data protection standards.

    Relevant Links

    LinkedIn: https://www.linkedin.com/in/holgervonseherrthoss/

    Website: https://movexm.com

    The Top 3 Key Learnings

    AI's Evolution in CX: The integration of AI, particularly generative AI, is a trend and a necessary evolution for improving efficiency and gaining valuable insights in customer experience management.Balancing Personalization and Privacy: Successfully navigating the thin line between offering hyper-personalized experiences and respecting customer privacy is crucial for maintaining trust and avoiding the "creepy factor."Customer-Centric Culture: A strong customer-centric culture, supported by trust and a willingness to innovate, is vital for driving success in any customer experience strategy.

    Chapters (Audio Version)

    00:00 Introduction and Guest Introduction

    03:07 AI in Customer Experience

    05:50 Challenges in AI Implementation

    11:41 Customer-Centric Culture and AI Implementation

    13:57 Data Privacy and Security

    18:29 Customer-Centric Culture at MoveXM

    22:02 Future of CX and AI

    23:16 Contact Information and Closing Remarks

    Thank you for reading this episode summary! We hope you found it insightful. Please don't forget to follow and subscribe to the CX Goalkeeper Podcast to stay updated with our latest episodes:

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  • Why You Can't-Miss This Episode:

    Warren Miles-Pickup, a dynamic leader in the marketing and creative industries, shares transformative insights on marketing strategies, leadership, and customer experience in this must-listen episode of the CX Goalkeeper Podcast. Whether you're in marketing, customer experience, or leadership, Warren's experience-driven wisdom offers valuable lessons that can elevate your business practices. This episode is packed with actionable advice on leveraging marketing techniques, driving growth, and managing remote teams effectively.

    About the Guest:

    Warren Miles-Pickup is a dynamic leader who serves as the chief marketing officer and chief operating officer for Pixel True, Pixel Copy, and Pixel Publishing. With a wealth of experience in branding, website design, and content creation, Warren has been instrumental in driving the success of these ventures. As a retired Financial Advisor, he brings a unique blend of financial acumen and marketing expertise, helping businesses transform their digital presence and achieve remarkable growth. Warren’s strategic vision and innovative approach have made him a key figure in the industry.

    The Top 3 Key Learnings:

    Value-First Marketing: Always provide value before asking for the business. By building trust through free resources and content, you can guide customers up the product ladder to higher-value offerings.

    Hyper-Personalization in Email Marketing: To succeed in email marketing, segment your audience and tailor your messages to address specific problems. This increases engagement and drives conversions.

    The Role of AI in Content Creation: While AI can assist in creativity, human-driven content is crucial for creating emotionally resonant and compelling marketing materials. Use AI wisely, and don’t rely on it for all content creation.

    Chapters Audio:

    00:00 Introduction and Guest Presentation

    01:33 Warren's Values and Parenting Podcast

    04:46 Transition from Financial Advisor to CMO/CCO

    07:35 Marketing Strategies and Competitiveness

    11:29 Email Marketing and Personalization

    15:34 Impact of Generative AI on Marketing

    20:32 Managing Remote Teams

    23:55 Future of Marketing and AI

    25:07 Contact Information and Final Thoughts

    We hope you found this episode insightful! Please don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below:

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  • In this enlightening episode of the CX Goalkeeper Podcast, Maxie Schmidt, a leading expert in customer experience at Forrester Research, takes us on a journey to rethink the role of customer experience within organizations. If you’re a CX professional, leader, or simply interested in how customer experience can transform businesses, this episode is a must-listen. Maxie shares practical insights on integrating CX into business strategies, how to overcome common challenges, and why rethinking established practices is essential for success.

    Relevant Links

    https://www.linkedin.com/in/maxieschmidt/

    The Top 3 Key Learnings

    Customer Experience as a Core Business Discipline: Successful CX teams integrate customer experience into the decision-making process, making it a fundamental part of business strategy rather than an isolated function.Translating CX Insights for Stakeholders: It’s crucial to communicate CX insights in a way that resonates with different departments, ensuring alignment and buy-in across the organization.Rethinking Traditional CX Practices: Organizations must continuously question and evolve their CX strategies to stay relevant and truly customer-centric rather than relying on established methods.

    Chapters

    00:00 Game Start

    00:37 Guest Introduction

    02:12 Values Driving CX

    04:43 Rethinking 'Outside-In' Perspectives

    07:03 Challenges in CX Integration

    10:49 Defining Customer Experience in Organizations

    16:40 The Importance of CX Measurement

    19:34 Successful CX Integration Examples

    23:50 Translating CX Insights for Stakeholders

    24:36 The Future of CX

    26:09 Maxie’s Golden Nugget

    27:11 Closing Remarks

    We would love to hear your thoughts on this episode! Please share your feedback, and don't forget to follow and subscribe to the podcast using the links below:

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  • This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and drive business growth through personalization.

    About the Guest:

    Michael Obermaier is Head of SAS CX and MarTech Solutions for Austria, Germany, and Switzerland. His primary focus is helping organizations leverage data to create better customer experiences and tackle current and future Marketing challenges through innovative technology solutions. Before joining SAS, he held various management positions in sales, marketing, consulting, and product management at different CRM and CX software vendors. In addition to his professional activities, Michael Obermaier enjoys teaching at universities on those topics.

    Relevant Links:

    https://www.linkedin.com/in/michaelobermaier

    The Top 3 Key Learnings:

    Importance of Data Integration: Organizations must break down data silos and integrate various data sources to gain a comprehensive understanding of their customers.Transparency and Trust: Building customer trust through transparency and ethical data usage is crucial for encouraging data sharing and enhancing personalization.Value Exchange Concept: Effective personalization hinges on creating a value exchange where customers feel they receive meaningful benefits for sharing their data.

    Chapters:

    00:00 Game Start

    00:46 Guest Introduction

    01:16 Michael's Background

    02:47 Core Values

    05:25 Methods for Understanding Customer Data

    09:29 Steps for Companies to Improve Personalization

    11:51 Best Practices in Personalization

    19:44 Impact of Personalization on Customer Experience

    23:15 Connecting Personalization with ROI

    24:00 Ensuring Customer Privacy

    27:28 Next Best Experience Concept

    31:37 Future of CX

    32:30 Best Way to Contact Michael

    33:00 Michael's Golden Nugget

    34:03 Conclusion

    We value your feedback and encourage you to share your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast through the links below:

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  • In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization.

    About the Guest

    Mark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25 CX Leaders Globally (CX Magazine).

    He created the Trusted Guide Roadmap™ Master Class designed to provide CX leaders with proven frameworks and practical tools to get executive buy-in.

    Mark serves on the faculty of Michigan State University as a Professor of Practice in the Master of Science in Customer Experience Management (CXM) program. It's the first degreed program in CXM in North America.

    Prior to founding EmpoweredCX, Mark launched and led an award-winning CX journey at Sandy Spring Bank. During that time, the Bank received numerous awards including The CX Innovation Award, Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.

    Mark is a Certified Customer Experience Professional (CCXP), recently served on the CXPA Board of Directors.

    He’s also the creator and host of The Delighted Customers Podcast, ranking in Apple Podcast>Management Top 10 in the US.

    Relevant Links

    Connect with him via email - [email protected] or on

    LinkedIn https://www.linkedin.com/in/markslatin/

    Podcast: https://www.empoweredcx.com/podcast

    The Top 3 Key Learnings

    Building Trust is Crucial: Establishing trust with stakeholders is essential for the success of CX initiatives. This involves being reliable, credible, empathetic, and focusing on the stakeholders' needs rather than your own.

    Proving the ROI of CX: Demonstrating the financial impact of customer experience is vital. CX leaders must develop skills in financial analysis and communicate the value of their initiatives effectively to secure executive support.

    Stakeholder Engagement: Understanding the goals and challenges of key stakeholders and aligning CX initiatives to support these goals is critical. Building strong relationships and acting as a guide rather than a hero can drive successful CX transformations.

    Chapters

    00:00 Game Start

    00:40 Guest Introduction: Mark Slatin

    02:14 Mark's Professional Background

    03:34 Biggest Challenge for CX Leaders

    06:10 Evolution of CX as a Discipline

    10:08 Proving the Value of CX

    12:36 Building Trust with Stakeholders

    17:57 Future of CX

    22:14 How to Connect with Executives

    24:27 Masterclass Overview

    25:00 Fast Forward 10 Years

    26:09 Best Way to Contact Mark

    26:30 Mark's Golden Nugget

    27:29 Episode Conclusion

    We hope you enjoyed this episode as much as we did. Please share your feedback and don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:

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  • In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governance and the importance of trust in customer relationships is a must-listen for anyone looking to elevate their CX strategy.

    About the Guest

    During her career of over a decade, she has had to set up, lead, and manage customer service, customer satisfaction management, and inside sales centers.

    She has expertise in developing effective strategies and action plans and implementing performance indicators.

    As an experienced trainer of employees, she makes them an essential pillar in achieving results by developing their sense of commitment and quality customer care.

    Her strong analytical skills, results-oriented mindset, and ability to collaborate with all levels of management have earned her credibility and reputation in the business world.

    Today, as a Senior Consultant at Cabinet-Conseil CX, Julie assists companies in developing and implementing customer-focused strategies.

    Relevant Links

    ExpertCX

    https://www.linkedin.com/in/julietanolawson

    The Top 3 Key Learnings

    Align CX with Business Strategy: Effective CX initiatives must be integrated with the overall business strategy and objectives to drive meaningful results and gain executive support.

    Build and Measure Trust: Trust is a crucial component of successful CX. Companies should build trust with their customers and employees through transparent and consistent practices.

    Importance of Education: Continuous education and training for both CX professionals and executive teams are essential to keeping up with evolving customer expectations and implementing effective CX strategies.

    Chapters

    00:00 Game Start

    01:01 Guest Introduction: Julie Tano-Lawson

    02:31 Overview of Current CX Landscape

    05:35 Differences in CX Maturity Between English and French-speaking Regions

    08:20 Importance of Linking CX Strategy to Business Strategy

    11:22 Julie's Approach to Education and Training

    14:38 Governance and Trust in CX

    17:31 Cultural Challenges in Implementing CX

    19:48 Memorable Customer Experience Examples

    22:04 Future of CX and AI

    23:09 Contact Information and Final Thoughts

    24:26 Closing Remarks

    We would love to hear your feedback on this episode! Please follow and subscribe to the CX Goalkeeper Podcast using the links below:

    Apple Podcast: https://apple.co/3qYr4nh

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  • Why You Can't Miss This Episode

    In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a vibrant and insightful conversation with Claire Boscq, a seasoned keynote speaker and customer experience expert. Claire shares her journey from hotel management to becoming a mystery shopping expert, discussing the profound impact of combining customer service with the ancient principles of Feng Shui. This episode is packed with actionable insights on enhancing customer experience, the critical role of mystery shopping, and the power of emotional connection in business.

    About the Guest

    Claire Boscq is the No1 woman Customer Experience Global Gurus with three decades of expertise, Claire, is an authority in the customer experience industry.

    International best seller author with 4 published books, she is an international media influencer with her work published in Brazil, Philippines, India, US & Europe.

    Claire has spoken in over 20 countries; in delivering fast paced and high-energy presentations in French and English. Winner of the Institute of director award, she is also a on the board of Virtual Speaker Association.

    She brings a more holistic and comprehensive approach to organizations and individuals with her BizShui™ Method, creating powerful flow in businesses by integrating a blend of the traditional Feng Shui principles with modern business & personal needs, energizing people and places into prosperity.

    She truly is The Energizer. Are you ready to shift your vibes?

    Relevant Links

    https://www.linkedin.com/in/claireboscq/

    The Top 3 Key Learnings

    The Power of Mystery Shopping: Mystery shopping provides critical, unbiased feedback on customer service, helping businesses identify areas for improvement and celebrate successes.

    Feng Shui in Customer Experience: Integrating Feng Shui principles can enhance the customer and employee environment, creating positive and memorable experiences.

    Consistency and Accountability: Successful customer experience strategies require consistent implementation, transparency, and accountability at all organizational levels.

    Chapters

    00:00 - Game Start

    00:32 - Introduction to Claire Boscq

    01:00 - Claire's Journey and Background

    03:02 - Mystery Shopping and Its Importance

    07:38 - Energy and Emotional Connection in Customer Experience

    12:18 - Steps for a Successful Mystery Shopping Program

    17:14 - Digital vs. Physical Mystery Shopping

    21:28 - Overcoming Challenges in Implementing Mystery Shopping

    28:20 - Employee Engagement and Transparency

    30:03 - Looking Ahead: Customer Experience in 10 Years

    31:26 - Claire's Golden Nugget

    33:37 - Closing Remarks

    Your feedback is invaluable to us! Please follow and subscribe to the podcast using the links below:

    Apple Podcast: https://apple.co/3qYr4nh

    Spotify: https://bit.ly/3GhCGXeCXGK

  • 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 Profilehttps://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 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!

  • 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.