Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience

The CX Goalkeeper had the great opportunity to interview Dr. Janelle Barlow

LinkedIn Headline: Founder, A Complaint Is a Gift

Highlights:

00:00 Game Start

01:18 Janelle's career highlights

02:50 Janelle's values

04:37 how do you define a complaint?

07:24 Legitimate complaints

10:30 Feedback

12:41 Reducing complaints to zero. does it make sense?

15:22 Skills required to handle complaints

17:30 Physical and digital complaints handling

25:55 The Future of Complaints

27:47 Janelle's book suggestion

29:33 Janelle's contact details

30:38 Janelle's Golden Nugget

and much more on https://www.cxgoalkeeper.com/JanelleBarlow

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Ivo Yorgov

LinkedIn Headline: Managing Director at GemSeek

Highlights:

00:00 Game Start

01:10 Ivo's Introduction

02:46 Ivo's values

05:16 Ivo's book: The New Customer Experience Management

09:22 Proactive and personalized framework philosophy

14:09 Co-creation

16:35 Examples of great CX

21:29 ideal profile of a productive company.

23:46 The future of CX

25:55 Book Suggestion

27:19 Ivo's Golden Nugget

and much more on https://www.cxgoalkeeper.com/IvoYorgov

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Debbie Levitt

LinkedIn Headline: The Mary Poppins of CX/UX. ☂️ I fly in, find & solve problems, transform companies & teams, and sing a few songs. Strategically combining customer-centricity with Agile & Lean.

Highlights:

00:00 Game Start

01:49 Debbie's introduction

03:09 Debbie's value

05:09 CX is the table

06:49 What makes companies customer centric. And how do you define customer periphery?

09:14 Customer obsessed. what does it really look like for users?

12:37 Where can Customer Journeys Map help or hurt?

17:12 Why do customer experience programs fail so often?

24:00 Agility & CX

29:33 The one chapter

32:33 Debbie's book suggestion

35:02 Debbie's contact details

35:49 Debbie's Golden Nugget

and much more on https://www.cxgoalkeeper.com/DebbieLevitt

ABOUT ME:

https://www.cxgoalkeeper.com

SUPPORT:

Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper

SPONSORING:

Interested in sponsoring the The CX Goalkeeper podcast?

Please DM me on LinkedIn

#cxgoalkeeper #customerexperience #podcast #leadership #cxisthetable

CX Goalkeeper had the great opportunity to interview Alec Dalton

LinkedIn Headline: At Your Service ... Service Operations Consultant | Best-Selling Author | "Top 20 Hospitality Executives to Watch in 2022"

Highlights:

00:00 Game Start

00:36 Alec's Introduction

03:29 Alec's Values

05:08 What's the status of customer experience in hospitality?

11:09 Best practices

12:52 It's not rocket science

15:57 Alec's best experience during his last trip

19:44 Common mistakes to avoid

23:25 Quality Management

27:16 How will hospitality evolve

30:15 The future of CX

32:31 Alec's book suggestion

33:49 Alec's contact details

34:09 Alec's Golden Nugget

and much more on https://www.cxgoalkeeper.com/AlecDalton

#hospitality #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Deirdre Martin

LinkedIn Headline: Website & Marketing Strategies that actually work | Clarify your brand's message | StoryBrand Certified Guide | Customer Experience Coach/Trainer | EQ Certified | Sales & Performance Coach| Best-Selling Author

Highlights:

00:00 Game Start

00:33 Deirdre's introduction

01:21 Deirdre's values

03:04 Banding definition

07:13 Why is branding so important?

12:24 Preferred examples

19:24 Where to start

21:34 what was the impact of COVID-19 to branding?

24:04 which are the biggest mistakes that companies are doing in relation to branding

26:23 In 10 years time from now, what we're discussing about in relation to customer experience

28:52 Deirdre's book suggestion

30:39 Deirdre's contact details

31:01 Deirdre's golden nugget

and much more on https://www.cxgoalkeeper.com/DeirdreMartin

#cxgoalkeeper #customerexperience #podcast #leadership #branding

The CX Goalkeeper had the great opportunity to interview Anand Janefalkar

LinkedIn Headline: Founder & CEO at UJET

Highlights:

00:00 Game Start

00:53 Anand's intro

02:23 Anand's values

04:55 UJET.cx

11:07 human interaction has evolved. So Should your contact centre

12:44 Proactive Services

16:11 The role of Cloud

23:35 The Future of CX

25:58 Anand's book suggestion

27:17 Anand's contact details

27:29 Anand's Golden Nugget

and much more on https://www.cxgoalkeeper.com/ujet

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Joe Pine

LinkedIn Headline: Speaker, management advisor, and author of such books as The Experience Economy, Infinite Possibility, Authenticity, and Mass Customization.

Highlights:

• The progression of the economic value

• Mass Customization

• Measuring memorabilities

• The future of CX

• Joe's Golden Nugget

and much more on https://www.cxgoalkeeper.com/JoePine

The CX Goalkeeper had the great opportunity to interview Colin Shaw

LinkedIn Headline: Global Influencer in Customer Experience & Marketing | Financial Times Award For Leading Consultancy For Last 4 Years | Host of 'The Intuitive Customer' in Top 5% | Best-selling Author x 7 | Conference Speaker

Highlights:

00:00 Game Start

00:51 Colin's introduction

06:19 Colin's values

08:31 The customer satisfaction index

09:56 No single silver bullet in customer experience

11:04 Customer Science

15:29 Data

21:49 Behavioral science

31:08 Artificial Intelligence

35:44 An example: Apple

37:19 The Future of CX

38:40 Colin's book suggestion

40:04 Colin's contact details

41:08 Colin's Golden Nugget

and much more on https://www.cxgoalkeeper.com/ColinShaw

#cxgoalkeeper #customerexperience #podcast #leadership

#artificialintelligence #data #customerscience #behaviouralscience

The CX Goalkeeper had the great opportunity to interview Zhecho Dobrev

LinkedIn Headline: Author | Customer Experience and Behavior Science Consultant & Trainer

Highlights:

• 00:00 Game Start

• 00:37 Zhecho's introduction

• 01:56 His values

• 04:16 Where does the idea of writing such a book come from?

• 07:39 why did you decide to write about emotions?

• 09:51 The emotional signature

• 16:41 Where should companies start if they need to care about emotions?

• 18:51 Restructuring surveys to cover also emotions

• 21:37 What should business do from a strategical point of view?

• 22:19 Seven business practices for an emotional connection

• 23:02 The most remarkable example

• 25:27 Customer Science

• 29:29 The future of Customer Experience

• 31:37 Zhecho book suggestion

• 32:21 His contact details

• 32:55 Zhecho's Golden Nugget

and much more on https://www.cxgoalkeeper.com/ZhechoDobrev

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Bill Staikos

LinkedIn Headline:

Highlights:

00:00 Game Start

00:33 Bill's introduction

03:51 Bill's value

06:15 What is the intersection between Customer Experience and Employee Experience?

09:21 Why is this intersection getting more and more important?

14:05 Experience design, insights & Culture

16:11 How to leverage insights to improve this intersection

20:37 what are the key elements on experience design?

23:59 what are the most important points to nurture a positive genuine culture?

27:39 Some examples

29:23 The future of CX

32:46 Book suggestion

34:05 Contact Details

34:42 Bill's Golden Nugget

and much more: www.cxgoalkeeper.com/BillStaikos

#cxgoalkeeper #customerexperience #podcast #leadership