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

The CX Goalkeeper had the great opportunity to interview Timothy Hughes

LinkedIn Headline: Should have Played Quidditch for England

Highlights:

00:00 Game Start

00:45 Timothy's introduction

02:00 Timothy's values

03:31 which changes have taken places over the last few months in relation to digital and customer experience?

10:04 How do you define social selling in the right way?

17:23 Customer Experiences from Tim's point of view

20:28 How to differentiate between SPAM and social selling

26:09 The future of CX

28:07 Book suggestion

29:22 Contact details

30.05 Tim's Golden Nugget

and much more...

Thank you, Tim.

#cxgoalkeeper #customerexperience #podcast #leadership #socialselling

The CX Goalkeeper had the great opportunity to interview Carsten Ley

LinkedIn Headline: OKR | Project | Agile & Experience Consultant | Keynote Speaker for Engagement & Getting things done

Highlights:

• 00: Game Start

• 00:29 Carsten's Introduction

• 01:28 Carsten's Values

• 01:59 OKR Definition

• 04:27 from KPIs to OKRs

• 11:15 Starting with OKRs

• 14:31 ORK with an A at the end "Actions"

• 17:49 How is it possible to steer, measure and ensure that the results get really achieved?

• 21:08 The right culture

• 23:25 OKR in Customer Experience

• 27:18 The future of CX

• 28:42 Book Recommendation

• 29:14 Contact Details

• 29:29 Carsten's Golden Nugget

and much more

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Adam Toporek

LinkedIn Headline: Helping organizations win with experience! ► Customer Service Expert ✪ Keynote Speaker ✪ Trainer ✪ Strategic Advisor

Highlights:

• 00:00 Game Start

• 00:50 Adam's introduction

• 03:09 Which values drive you in life?

• 04:24 it's never too late to win with CX

• 07:35 how do you define defense and attack in customer service?

• 09:38 how is it possible to prevent hassle for customers?

• 14:02 employee empowerment

• 19:08 3S Process and the CATER Process

• 22:52 Employees remuneration

• 26:13 The Future of CX

• 28:32 Adam's book suggestion

• 29:35 Adam's contact details

• 30:01 Adam's Golden Nugget

and much more

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Ilenia Vidili

LinkedIn Headline: Customer Centricity Advisor | Author of Journey to Centricity | Keynote Speaker

Highlights:

00:00 Game Start

00:32 Ilenia's Introduction

02:27 Ilenia's Values

04:22 Where does the idea from your book come from?

07:15 The balance between maximizing profit and humanizing business

11:51 Purpose & how can companies reshape their purpose to pursue customer centricity

17:41 Empathy

22:11 Is it possible to train empathy?

24:33 Trust

28:44 Ilenia's biggest learning from the book

29:34 The future of Customer Experience

30:48 Ilenia's book suggestion

31:17 Ilenia's contact details

31:47 Ilenia's Golden Nugget

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

#journeytocentricity #cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Rebecca Brown

LinkedIn Headline: Award-Winning Customer Experience Consultant | Anti-bullying Advocate | Keynote Speaker | Feature Writer |

Highlights:

00:00 Game Start

00:32 Rebecca's introduction

03:10 Rebecca's values

04:21 What's your understanding of diversity and inclusion in customer experience?

06:13 Are people only speaking about it, or are also applying the lesson that we can learn from diversity and inclusion?

09:02 What is the value added of diversity and inclusion?

13:14 Who is the owner of diversity & inclusion?

15:25 how could we measure the improvement in this area?

18:34 do you have a good example that you say this is nowadays best in practice in diversity and integration?

20:35 how can I contribute to D&I on a daily basis?

23:31 The future of CX

25:23 Rebecca's book suggestion

27:10 Rebecca's contact details

27:29 Rebecca's Golden Nugget

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

#customerexperience #cxgoalkeeper #podcast #leadership #diversity #inclusion

The CX Goalkeeper had the great opportunity to interview Jonathan Daniels

LinkedIn Headline: Leading Customer Centric Transformations.

Highlights:

00:00 Game Start

00:36 Jonathan's introduction

03:14 Jonathan's value

04:45 Where did where did the idea of a CX Centric Maturity Assessment come from?

08:34 How is it structured?

11:26 why it's important to understand where we are (the as-is situation)?

16:51 Is it possible to excel in some of these 8 categories? Or is it better to improve all at the same time?

18:32 The future of CX

20:43 Book Suggestion

22:09 Contact details

23:49 Jonathan's Golden Nugget

more on: www.cxgoalkeeper.com/JonathanDaniels2

#customerexperience on: www.cxgoalkeeper.com/JonathanDaniels2

The CX Goalkeeper had the great opportunity to interview Mandisa Makubalo

LinkedIn Headline: Founder & Principal Practitioner at Unlimited Experiences SA

Highlights:

00:00 Game Start

00:46 Mandisa's introduction

01:48 Mandisa's value

02:55 The idea of the article "5 Steps On How To Set Up Your CX Business Unit"

05:59 Overview of the article "5 Steps On How To Set Up Your CX Business Unit"

07:17 The 4 tips

10:51 The meaning of Design for Value

14:38 The 5 steps described in "5 Steps On How To Set Up Your CX Business Unit"

25:52 The masterplan

28:42 The future of CX

30:36 Mandisa's book suggestion

32:35 Mandisa's contact details

33:37 Mandisa's Golden Nugget

and much more https://www.cxgoalkeeper.com/MandisaMakubalo

Thank you, Mandisa.

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Ricky Harris

LinkedIn Headline: Chartered Institute of Customer Management, Call Centre, Customer Services Master classes

Highlights:

• 00:00 Game Start

• 00:32 Ricky's introduction

• 03:34 Ricky's values

• 05:26 The CX landscape in South Africa

• 7:36 What can we learn from South Africa

• 12:49 The role of the Chartered Institute of customer management

• 19:19 Continuous Education & the most requested skills

• 21:36 The future question (CX in 10 years)

• 26:29 Ricky's book suggestion

• 31:28 Ricky's contact details

• 32:39 Ricky's golden nugget

and much more on https://www.cxogoalkeeper.com/RickyHarris

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Dennis Snow

LinkedIn Headline: Customer Service Keynote Speaker, Consultant, and Author

Highlights:

00:00 Game Start

00:30 Dennis' introduction

03:31 Dennis' values

05:19 Disney, what are the key ingredients to be so successful in this magic world?

09:30 Disney is offering a great experience But let's quite expensive...

13:38 People want always to come back

14:47 How is it possible that cast members are always so friendly?

18:56 Onstage and backstage.

21:23 What can companies learn from Disney?

25:50 Talking about CX: what are we going to discuss about in 10 years?

28:24 Dennis' book suggestion

30:08 Dennis' Contact details

32:03 Dennis' Golden Nugget

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

Guest's Contact Details:

dennis AT snowassociates DOT com

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

https://www.snowassociates.com

#customerexperience #podcast #leadership #cxgoalkeeper

The CX Goalkeeper had the great opportunity to interview Marianne Rutz

LinkedIn Headline: We're the Experts in Helping Fast-Growth SMEs Transform Their Call Centre Operations into Powerhouse Profit Centres | Podcaster | Speaker

Highlights:

• 00:00 Game Start

• 01:01 Marianne's Introduction

• 03:44 Marianne's Values

• 06:12 Operational Excellence Definition

• 08:11 Are companies good enough?

• 13:52 Do you have enough people?

• 15:53 Quality Assurance

• 19:57 Measurement

• 24:54 The best short term measure to improve

• 27:14 The future of Operational Excellence

• 29:18 Book suggestion

• 30:41 Contact Details

• 32:00 Marianne's golden nugget

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

Marianne's Contact Details:

• https://www.linkedin.com/in/marianne-rutz/

• https://rutzconsulting.com/