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

The CX Goalkeeper had the great pleasure to interview Petko Tinchev from Gemseek

Petko Tinchev: CEO at GemSeek | Predicting future behaviour by fusing what customers say and do | CX impact acceleration

Highlights:

0:00 Kickoff

0.49 Petko Tinchev's introduction

1:51 Petko's career

4:16 Petko's core values

6:49 Impact of Customer Experience

11:35 Three examples (tangible solutions which are awards winning): proactive, predictive analysis & digital twins)

16:26 How to convince companies on pioneering some new solutions

20:56 How to assess the impact on the solutions implemented (financial, social, sustainability)

26:27 Contact details

28:25 Book suggestion

30:10 Golden Nugget

Petko contact details:

* https://www.linkedin.com/in/petko-tinchev-3a69689/

* https://gemseek.com/

Thank you Petko!

more information on: www.cxgoalkeeper.com/PetkoTinchev

The CX Goalkeeper had a smart discussion with Dr. Brian Harman

Coaching Executives Into High-Trust Leaders Who Earn 41% More In 3 Months Using The Signature BMH Career & Leadership Accelerator

Highlights:

1:30 Brian's Introduction

4:27 Brian's TEDx Talk "How to use humor to build trust"

7:13 Digital working and how to improve trust

8:45 Brian's Forbes Article

9:08 Definition of trust

10:15 Performance, Equality, empathy and fun to create high trust teams

14:40 Failure rituals

17:05 Employee involvement to create cohesion

18:35 After the game

19:23 Book suggestion "Give and Take, Adam Grant

20:13 Brian's Golden Nugget: "High Trust Hello"

Contact details:

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

• https://www.bmhallmark.com/

• https://www.forbes.com/sites/forbescoachescouncil/people/brianmharman/

• https://www.ted.com/talks/brian_harman_how_to_use_humor_to_build_trust

more information on: www.cxgoalkeeper.com/BrianHarman

The CX Goalkeeper had a smart discussion with deBBie Akwara

deBBie is a CX Start-Up CEO, a Global CX Thought Leader & Influencer, a CX Entrepreneur, Practitioner & Educator and Humanitarian

Key topics discussed is the competency framework required to deliver CX Success

• Business goal understanding & CX diagnostics.

• CX goal alignment with the business goal.

• CX goal alignment with internal stakeholders (other functions or departments).

• CX improvement design, deployment and measurement.

• CX Inspiration, motivation and reporting.

• CEM institutionalization i.e. embedding company-specific tried and tested CEM practices in company culture and business operations.

• Achieve business goal + attain projected CX maturity status + increase CEM capabilities

additional information: www.cxgoalkeeper.com/deBBieAkwara

Thank you deBBie!

The CX Goalkeeper had a smart discussion with Jeannie Walters

Founder and CEO of Experience Investigators, Customer Experience Speaker, Trainer, Podcast Host.

In this episode you will learn:

- Customer experience is more than a customer journey map or a Net Promoter Score.

- It creates fewer ruined days for customers

- CX is all about 3 things: a mindset, a strategy and a discipline

… and much more

more information: www.cxgoalkeeper.com/JeannieWalters

The CX Goalkeeper had a smart discussion with Michael Bartlett.

Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues.

We discussed about in the 2 episodes with him:

• cataloging priyome ("well established principles and patterns")

• if you know the enemy, it makes easier because you know what to do about it

• the Iceberg Model and how to leverage it

• The importance of understanding goal and social frictions when creating experiences

• the Endless Waiting

• Local optimization

• The key takeaways from the books

• what will Customer Experience look like in 10 years time

… and much more

Thank you, Michael!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Additional information: www.cxgoalkeeper.com/MichaelBartlett2

The CX Goalkeeper had a smart discussion with Michael Bartlett.

Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues.

We discussed about the key takeaways from the book in 2 episodes.

Today, I published the first one, next week the next one.

some highlights:

• cataloging priyome ("well established principles and patterns")

• if you know the enemy, it makes easier because you know what to do about it

• the Iceberg Model and how to leverage it

• The importance of understanding goal and social frictions when creating experiences

• the Endless Waiting

• Local optimization

… and much more

Thank you, Michael!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Additional information: www.cxgoalkeeper.com/MichaelBartlett

There Are More Male CEOs With The Name "John" Than Women CEOs

The CX Goalkeeper had a smart discussion with Clare Muscutt

Member-centered community designer, she brings together women in customer experience from across the globe to collaborate, inspire, learn from, and support each other to succeed

In this episode you will learn:

- Women in CX (WiCX) – the fastest growing community built through co-creation

- The Mission of WiCX

- The secret ingredients of creating an extremely engaged community

- It's not about exchanging people at the decisioning table, it's about making the table bigger.

… and much more

more information: www.cxgoalkeeper.com/claremuscutt

Thank you, Clare!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

"Find your slice of cake & a candle and transform it into chocolate box & a sparkler"

The CX Goalkeeper had a smart discussion with Dan Gingiss

Dan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a Podcaster

This is the second episode. The first one was published last week.

In this episode you will learn about:

- Dan's latest book: The Experience Maker: how to create remarkable experiences that your customers can't wait to share

- how the get WISER - 5 key words to create remarkable experience:

- the definition of WISER – Witty, Immersive, Shareable, Extraordinary and Responsive

- the "Dubrovnik Principle"

… and much more

additional information: www.cxgoalkeeper.com/dangingiss2

Thank you, Dan!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

"Find your slice of cake & a candle and transform it into chocolate box & a sparkler"

The CX Goalkeeper had a smart discussion with Dan Gingiss

Dan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a Podcaster.

The discussion with Dan was split in 2 episodes. This is the first one... stay tuned for the second one next week.

In this episode you will learn:

- What remarkable experiences are and why they are relevant

- The required balance between acquisition and retention

- The concept of the leaky bucket

… and much more

Looking for more? www.cxgoalkeeper.com/DanGingiss

How to contact Dan:

https://twitter.com/dgingiss

https://dangingiss.com/

Thank you, Dan!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Only in the dictionary "success" comes before "work"

The CX Goalkeeper had a smart discussion with Filippo Poletti

Filippo Poletti is one of THE TOP VOICE OF LINKEDIN in Italy. He is an Italian journalist and a digital communication manager.

In this episode you will learn about:

- His book "Time for IoP", the importance of having an Intranet of People

- The link between branding and music

- the importance of understanding that we are a people business

- How to achieve the Intranet of Value

… and a lot more

Please don't forget Filippo's latest book: "Grammatica del nuovo mondo" (language: Italian)

More on: www.cxgoalkeeper.com/FilippoPoletti

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast