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

The CX Goalkeeper had the great opportunity to interview Ozkan Demir.

LinkedIn Headline: Chief Executive Officer - Pisano

Highlights:

• 00:00 Game Start

• 00:50 Ozkan's Introduction

• 02:20 Ozkan's Values

• 04:30 His view of the CX landscape "The Total Experience"

• 06:49 Key ingredients for such a great success story

• 13:03 What are customers asking to Pisano?

• 15:11 The role of the team and some insights to nurture it

• 20:20 Coach or teammate?

• 20:50 What we are discussing in 10 years about Customer Experience?

• 25:33 Ozkan's contact details

• 28:28 Ozkan's "non" book suggestion

• 30:25 Ozkan's Golden Nugget

… and much more

find more on www.cxgoalkeeper.com/OzkanDemir

Guest's Contact Details:

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

• Pisano friends

• https://twitter.com/ozkanaykutdemir

Thank you, Ozkan.

The CX Goalkeeper had the great opportunity to interview Neil Skehel

LinkedIn Headline: MBA, CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM, (Customer Experience Magazine). NED The Future Shaper Media Company.

Highlights:

• 0:00 Game Start

• 1:30 Neil's Introduction

• 2:30 Neils' values

• 6:35 Key success ingredients of Awards International

• 13:30 The definition of success

• 16:30 The role of Neil

• 20:16 The role of a coach in football

• 21:00 Governance

• 22:25 Neil's key learnings in leadership

• 28:02 Neil's contact details

• 28:35 Book's Suggestion

• 31:33 Neil's Golden Nugget

… and much more

Neil's Contact Details:

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

• https://awardsinternational.com/

• https://cxm.co.uk/

for additional information: www.cxgoalkeeper.com/NeilSkehel2

Thank you, Neil.

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Claire Boscq

LinkedIn Headline: Turn People & Places into Prosperity using my BIZSHUI Method, blending Feng Shui Principles with Business & Personal needs

Highlights:

00:00 Game Start

01:15 The Book BIZSHUI 9 keys to Feng Shui your Business For Success

08:20 Employee Experience - the Hiring Circle

16:24 Tangible examples to improve the environment

21:03 The day challenge for me (and for you!)

23:15 Employee Development and Training

28:45 The importance of Listening

31:40 Claire contact details

2:30 Claire book suggestion

34:18 Golden Nugget

… and much more

Claire's Contact Details:

• https://www.claireboscq.com/

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

more details: www.cxgoalkeeper.com/ClaireBoscq

Thank you, Claire!

The CX Goalkeeper had the great opportunity to interview Claude Silver

LinkedIn Headline: Chief Heart Officer at VaynerMedia (CHRO)/Chief People Officer)

Highlights:

0:00 Game Start

00:45 Claude's Introduction

01:55 Claude's values

04:09 Claude ingredients for success

6:20 The Role of Human Being in Business

7:43 Claude's definition of her own success

10:00 Where to start with employee experience

14:04 Definition of Employee experience ("you are moving the ball down the field")

15:49 Scoring a goal alone it's not so funny as scoring them together

18:53 something Claude tried and didn't work

20:30 what we are speaking about in 10 years

21:15 Claude contact details

22:35 Claude book suggestions

23:29 Claude golden nugget

... and much more

Claude Contact Details:

* https://www.claudesilver.com/

* https://www.linkedin.com/in/casilver/

Claude's Podcast - Emotional Intelligence - stop here and subscribe her podcast!!!

* https://podcasts.apple.com/us/podcast/emotional-optimism-living-in-the-silver-lining-podcast/id1441782924

* https://open.spotify.com/show/3fAXOkGMiGKuYmsrJfrX5m

for more information: www.cxgoalkeeper.com/ClaudeSilver

Thank you, Claude.

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Ryo Zsun

LinkedIn Headline: The Culture Maestro at Zappos | Speaker | Company Culture | Customer Experience

Highlights:

00:00 Game Start

01:00 Ryo's introduction

02:30 Ryo's values

03:38 Why are you working for Zappos?

06:22 What motivate you and all the Zapponians to deliver WOW every day?

07:40 How you wow-ed your customers? (internal example)

10:08 The definition of Service Excellence

11:30 Customer Service examples

18:45 Why calling Zappos?

20:15 Is there a next level in service for Zappos?

22:41 The future of Customer Service

24:15 Book Suggestion

26:41 Ryo's contact details

27:45 Ryo's Golden Nugget

28:41 End of the Game

… and much more

all information on: www.cxgoalkeeper.com/RyoZsun

Ryo's Contact Details:

www.zappos.com

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

Ryo's Golden Nugget:

"…if I had to give you a thought to put in your mind, ask yourself… How will I Wow today?"

Thank you, Ryo.

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #zappos #wow

The CX Goalkeeper had the great opportunity to interview Faran Niaz

LinkedIn Headline:

Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader 2021 | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder – CX FUTURE | Int'l CX Awards Judge | Keynote Speaker

Highlights:

• 00:00 Introduction

• 01:01 Which is the last experience you remember? and why?

• 07:42 Which is the most human interaction with a company you have experienced?

• 12:58 Which is an interaction with a company which was perfectly supported by technology?

• 16:05 Which is one experience with a company you will never forget?

• 20:50 When was the last time you said "I want to talk with your supervisor / manager / CEO"?

• 25:18 closing

For additional information: www.cxgoalkeeper.com/FaranNiaz2

Faran Contact Details: https://www.linkedin.com/in/farann/

Thank you, Faran!

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview Alex Mead

LinkedIn Headline:

Chief Customer Service Experience Officer - Transforming omnichannel CX across contact centre, digital, social & physical channels - Leading teams which innovate across all customer activities - CRM, AI, Data, Analytics

Highlights:

0:00 Game Start

1:41 Alex's introduction

3:08 Alex's view on the CX landscape

6:20 Alex's two bad experiences

10:18 Definition of service excellence - the definition of EPIC service

13:10 The Role of CX Professional

17:15 The missing skills in the CX community

26:25 In 10 years time what we are speaking about in relation to Customer Experience and Customer Service Experience?

29:30 Alex's book suggestion

31:12 Alex contact details

31:30 Alex's Golden Nugget

32:39 Game End

For more details: www.cxgoalkeeper.com/AlexMead

Guest's Contact Details:

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

• alex maed at sky dot com

Thank you, Alex.

#cxgoalkeeper #customerexperience #podcast #leadership

The CX Goalkeeper had the great opportunity to interview RON KAUFMAN

Ron's LinkedIn Headline:

New York Times Bestselling Author "UPLIFTING SERVICE" | Customer Experience & Service Culture Expert | Keynote Speaker

This discussion was split in 2 episodes. On April 4th, the first episode went live

Highlights:

00:00 Service Process & Service Perception

6:11 Measurement of service quality

9:35 The future of service ("A customer is anyone who is not me")

13:30 Book suggestion

15:50 Contact details

17:20 Ron's Golden Nugget

... and much more

Ron's Contact Details:

* https://www.ronkaufman.com

* https://www.linkedin.com/in/ronkaufman/

* https://www.youtube.com/user/ronkaufman

Thank you, Ron!

more information: www.cxgoalkeeper.com/RonKaufman2

First episode: www.cxgoalkeeper.com/RonKaufman1

#cxgoalkeeper #customerexperience #podcast #leadership #service #care

The CX Goalkeeper had the great opportunity to interview RON KAUFMAN

Ron's LinkedIn Headline: New York Times Bestselling Author "UPLIFTING SERVICE" | Customer Experience & Service Culture Expert | Keynote Speaker

This discussion was split in 2 episodes. On April 11th, the second episode will be live

Highlights:

00:00 Game Start

1:35 Ron Kaufman's Introduction

4:30 Ron's 6 personal values

7:30 Service, Care and Love

8:40 The Grandma story at the Kindergarten

9:40 Uplifting Service

10:30 The definition of Service

14:15 Pillars of the Service Culture

18:30 Excellent Service vs. Service Culture

... and much more

Ron's Contact Details:

* https://www.ronkaufman.com

* https://www.linkedin.com/in/ronkaufman/

* https://www.youtube.com/user/ronkaufman

Thank you, Ron.

more information: www.cxgoalkeeper.com/RonKaufman1

Second episode: www.cxgoalkeeper.com/RonKaufman2 (available starting from April 11th 2022)

#cxgoalkeeper #customerexperience #podcast #leadership #service #care

The CX Goalkeeper had the opportunity to interview Ricardo Saltz Gulko

Customer & Employee Experience & Customer Success - Services - Data-Driven Transformation, Lead Design & Innovation, Change & Growth - Founder of the European Customer Experience Organization (ECXO)

The game with Ricardo:

00:00 Game Start

1:30 Ricardo Gulko Saltz introduction

5:30 The ECXO

6:59 The Vision of the ECXO

9:40 Simplification in Customer Experience

20:25 How to cope with the increasing complexity

29:15 Ricardo's book suggestion

31:10 Ricardo's contact details

32:40 Ricardo's Golden Nugget

Ricardo Contact details:

* https://www.eglobalis.com/

* https://www.linkedin.com/in/ricardogulko/

* www.ecxo.org/individuals

Thank you Ricardo!

find out more: www.cxgoalkeeper.com/ricardosaltzgulko

#cxgoalkeeper #customerexperience #podcast #leadership #ecxo