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

The CX Goalkeeper had the great opportunity to interview Annette Franz

LinkedIn Headline: Coach | Keynote Speaker | Author | Putting the "Customer" in Customer Experience

Highlights:

• 00:00 Game Start

• 01:25: Annette Franz's Introduction

• 02:42 Annette Franz's Values

• 03:51 Where did the idea of the new book come from?

• 05:25 The 10 principles in the book

• 06:57 which principle did you enjoy writing the most?

• 09:29 which principle is the most undervalued rated?

• 12:53 the principle you forgot

• 16:11 which principle was for you the most difficult to write about?

• 17:13 which principle did you wrote as the first one?

• 18:11 What is for you the most important message out of out of the first chapter? (Culture)

• 19:41 What's the key message out of the second one leadership?

• 20:17 What's the key message out of the third chapter?

• 21:09 The future question (CX in 10 years)

• 23:39 Annette's contact details

• 24:20 Her book suggestion

• 24:54 Annette's golden nugget

and much more on https://www.cxgoalkeeper.com/AnnetteFranz2

Annette's Contact Details:

• https://www.annettefranz.com

• https://cx-journey.com

• https://www.linkedin.com/in/annette-franz/

#cxgoalkeeper #customerexperience #podcast #leadership #winningonpurpose

The CX Goalkeeper had the great opportunity to interview Adrian Brady-Cesana

LinkedIn Headliner: Customer Experience Executive, Author of The Four CX Pillars & Host of The CXChronicles Podcast

Highlights:

00:00 Game Start

00:38 Adrian's introduction

2:36: CX Chronicles

05:53 Adrian's Values

11:04 The Team

18:43 The tools

25:12 The Processes

32:32 The Feedback

38:09 Adrian's book suggestion

40:03 Adrian's contact details

40:42 Adrian's Golden Nugget

and much more on: www.cxgoalkeeper.com/AdrianBradyCesana

Adrian's Contact Details:

• https://www.linkedin.com/in/adrianbradycesana/

• www.cxchronicles.com

• Adrian at CX chronicles.com

• Adrian's book: The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook https://www.amazon.com/gp/product/B086BJ6N6R/ref=dbs_a_def_rwt_bibl_vppi_i0

Thank you, Adrian.

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Bruno Guimarães

LinkedIn Headline: CX Solution Strategist Brazil | Founder - Amigos do CX | CXPA Brazil Regional Council | Ironman Triathlete | CXMStars™2022 – Top 5 CX Influencer | International CX Judge | Ana Carolina and Bento Father

Highlights:

00:00 Game Start

00:56 Bruno's Introduction

03:25 Bruno's Values

08:07 The phygital customer

15:13 The best out of the mix: digital & physical

18:30 What's your view now that we are speaking about Web 3.0 Virtual Reality augmented reality?

21:49 which is your preferred phygital experience?

26:41 Talking about Phigital Experiences: what are we going to discuss about in 10 years?

30:48 Bruno's book suggestion

32:47 Bruno's contact details

33:33 Amigos do CX

34:08 Bruno's Golden Nugget

36:20 End of the Game

and much more on: www.cxgoalkeeper.com/brunoguimaraes

Bruno's Contact Details:

• https://www.linkedin.com/in/brunorguimaraes/

• https://www.amigosdocx.com.br/

• https://www.linkedin.com/company/amigos-do-cx/

Thank you, Bruno.

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Maxie Schmidt

LinkedIn Headline: Vice President, Principal Analyst | Author | Keynote Speaker | Inspiring and Supporting Customer Experience Professionals

Highlights:

• 00:00 Game Start

• 00:39 Maxie's Introduction

• 03:20 Maxie's Values

• 04:30 The broader CX landscape (Value,

• 07:28 Value for Customers

• 12:45 Different Value perception

• 14:37 How to measure the value created

• 16:52 How can we maximize the value for customers?

• 22:14 Best in class examples

• 24:38 additional best in class example related to customers' needs

• 26:40 What we are discussing in 10 years from now about CX

• 28:45 Maxie's Book Suggestion

• 30:30 Maxie's Contact Details

• 31:08 Maxie's Golden Nugget

and much more on www.cxgoalkeeper.com/MaxieSchimidt

Maxie's Contact Details:

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

• m schmidt at forrester dot com

Thank you, Maxie!

#cxgoalkeeper #customerexperience #podcast #leadership

#forrester #value

The CX Goalkeeper had the great opportunity to interview Miles C. Thomas

LinkedIn Headline: Chief Experience Officer - Creating Customer Centric Companies -Global customer service & experience leader - Contributing author CX3 - Chair of CX Judges - Top CX Influencer 2021/22

Highlights:

• 00:00 Game Start

• 01:18 Miles' Introduction

• 02:28 Miles' Values

• 04:10 Holistic Experiences

• 05:10 The Holistic Experiences Model: CX Strategy, Leadership & Culture, Customer Intelligence, Employee Empowerment & Experiences and Service Experience

• 09:35 Assessment & Next steps

• 10:40 The biggest potential is in Customer Intelligence

• 11:25 The defining of a great Service Experience

• 13:55 The Role of Employees

• 15:20 Leadership & Culture - Servant Leadership

• 17:00 What does happen after the assessment of the 5 pillars?

• 19:22 What we are discussion about CX in 10 years?

• 21:55 Miles' book suggestion

• 22:30 Miles' contact details

• 23:05 Miles' Golden Nugget

and much more... www.cxgoalkeeper,com/MilesCThomas2

His Contact Details:

• https://www.linkedin.com/in/milesct/

• https://www.customerstart.com/

Thank you, Miles!

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Dennis Wakabayashi

LinkedIn Headline: Global Voice of #CX | Connector of people and resources to transform business | Digital Marketing Instructor | Author | Industry MC and Keynote Speaker

Highlights:

00:00 Game Start

00:24 Dennis' introduction

01:00 Dennis' values

02:30 My family

05:00 My passion for soccer

07:30 The role of the goalkeeper

10:15 The collaboration with guests & the related preparation

13:10 The investment & the related reward - celebrating the CX community

17:10 The 3 podcasts that really stand-out among the first 80 episodes

Faran Niaz - the most number of downloads

Claude Silver - the most number of feedbacks

The next podcast

22:40 The highlights of my career

22:08 Dennis' conclusion

30:00 Dennis' contact details

31:22 Dennis' Golden Nugget

… and much more on www.cxgoalkeeper.com/DennisWakabayashi

Dennis' Contact Details:

www.denniswakabayashi.com

Thank you Dennis

#customerexperience #cxgoalkeeper #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Sandra Thompson

LinkedIn Headline: Founder of the Ei Evolution CX & EX Consultancy| CX & EX Educator| 1st Goleman Emotional Intelligence Coach in the UK| TEDx speaker| Applied CX & EI course lead| Contributing author to PUNK XL

Highlights:

00:00 Game Start

00:55 Sandra's Introduction

02:10 CX3

03:25 Sandra's Values

06:00 Definition of Emotional Intelligence (EI)

08:35 Sandra's preferred two components of EI

10:50 The most difficult competency to explain

13:05 The most underrated competencies

14:35 The place of emotions in business

22:05 Link among emotions, employee experience and loyalty

28:50 What are we going to discuss in 10 years related to EI in employee experience

31:40 Sandra's Book Suggestion

32:55 Sandra's Contact Details

33:45 Sandra's Golden Nugget

… and much more on www.cxgoalkeeper.com/SandraThompson

Sandra's Contact Details:

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

https://www.eievolution.com/

Thank you, Sandra!

#cxgoalkeeper #customerexperience #podcast #leadership #emptionalintelligence #eievolution

The CX Goalkeeper had the great opportunity to interview Rick Denton

LinkedIn Headline: Customer Experience Transformation | 🎤Podcast Host - CX Passport🎧 | Keynote Speaker | I believe the best meals are served outside & require a passport

Highlights:

00:00 Game Start

00:30 Rick's introduction

03:00 Rick's Values

05:40 What is changing and what is not changing in CX

08:25 Total Voice of Customers

17:40 Your Frontline knows your customers better than you

21:25 The COVID excuse

24:20 The Future of CX in 10 years

28:14 Book Suggestion

29:40 Contact details

30:40 Rick Golden Nugget

and more on: www.cxgoalkeeper.com/RickDenton

Rick's Contact Details:

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

https://www.ex4cx.com

www.totalvoc.com

www.cxpassport.com

Thank you, Rick.

#cxgoalkeeper #customerexperience #podcast #leadership #cxpassport #totalvoc

The CX Goalkeeper had the great opportunity to interview Jill Raff

LinkedIn Headline: Expert Insights Turning Employees Into Advocates and Customer Magnets Consultant, Speaker, Show Host, Author, CEO/Founder of Jill Raff Group, LLC

Highlights:

* 00:00 Game Start

* 01:00 Jill's introduction

* 05:00 Jill's values

* 06:19 EX2CX definition

* 8:03 the importance of employee experience

* 10:15 Inside-Out Methodology

* 18:03 The 3 "Es" plus one E

* 23:15 Jill's Definition of Employee Experience

* 25:10 What are we discussing in Employee Experience in 10 years from now?

* 27:09 Employees: Partners and not "being depending"

* 28:15 Jill's contact details

* 30:28 Jill's book suggestion

* 31.59 Jill's Golden Nugget

* 33:25 Game End

… more on: www.cxgoalkeeper.com/jillraff

Jill's Contact Details:

-https://www.jillraff.com/

- https://www.linkedin.com/in/ex2cx-expert/

- https://www.youtube.com/channel/UC5Zr7Espyc1cM08zXwKmxiA

Thank you, Jill.

#customerexperience #employeeexperience #cxgoalkeeper #podcast #leadership #ex2cx

The CX Goalkeeper had the great opportunity to interview Rick DeLisi

LinkedIn Headline: Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World" and "The Effortless Experience"

Highlights:

• 00:00 Game Start

• 00:56 Rick's Introduction

• 02:13 The Effortless Experience & experience engineering

• 06:40 Rick's Values

• 08:10 The weakness of book "the effortless experience"

• 11:40 Automation, Collaboration & Communication

• 16:05 The importance of talking to a customer service agent

• 20:40 The combination of technology and psychology

• 21:42: The evolution of customer service

• 23:40 what we are going to discuss in 10 years time about CX

• 25:19 Is the effortless experience the perfect one?

• 27:57 The Digital Customer Service Book

• 28:40 Rick's Contact Details

• 29:27 Rick's Book Suggestion

• 31:20 Rick's Golden Nugget

… and much more

more on: www.cxgoalkeeper.com/RickDeLisi

Guest's Contact Details:

• https://www.linkedin.com/in/rick-delisi-1122257/

Thank you, Rick.

#cxgoalkeeper #customerexperience #podcast #leadership