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

Trust the frontline! They are the ambassadors and the scouts.

The CX Goalkeeper had a smart discussion with Chip Bell

Chip Bell is a World-Renowned Authority On Customer Loyalty And Service Innovation

The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube.

The discussion was split in 2 episodes. This is the second one...

In this episode you will learn all about the book: Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions

(1) curiosity that uncovers insight,

(2) grounding that promotes clear focus,

(3) discovery that fosters risk-taking,

(4) trust that safeguards partnership purity, and

(5) passion that inspires energized generosity

… and much more

His book suggestion:

- Purple Cow, Seth Godin

Chip's golden nugget:

Trust the frontline! They are the ambassadors and your scouts.

How to contact Chip:

www.chipbell.com

Thank you, Chip!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

The CX Goalkeeper had a smart discussion with Chip Bell

Chip Bell is a World-Renowned Authority On Customer Loyalty And Service Innovation

The discussion was split in 2 episodes. This is the first half.

In this episode you will learn:

- How to align privacy and personalization

- The responsibility of impacting people's life

- The balance between generosity and curiosity

- The role of customer service

- how Chip Bell foresees the future of CX and Service

… and much more.

His book suggestion:

- Purple Cow, Seth Godin

Chip's golden nugget:

Trust the frontline! They are the ambassadors and your scouts.

How to contact Chip:

www.chipbell.com

Thank you, Chip!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

The CX Goalkeeper had a smart discussion with Vincent Placer

CEO of Colorado Group and ECXO Ambassador for the French Chapter

The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube.

In this episode we discuss about:

- Some insights on the ECXO

- to link costs and returns early in the innovation process

- investing in CX leads to return in the medium and long run

- understanding the cost to serve

- the 3 fields to optimize costs

… and much more

His book suggestion:

- Noise; Daniel Kahneman, Olivier Sibony, Cass R. Sunstein

- Introductory Statistics; Thomas H. Wonnacott, Ronald J. Wonnacott

Vincent's golden nugget:

«Join the ECXO!»

How to contact Vincent:

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

Thank you, Vincent!

Thank you, ECXO!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #ecxo #costmanagement

The CX Goalkeeper in collaboration with the ECXO had a smart discussion with Mario Sepp

Mario is Owner and Founder of Gastspiel and an Ambassador of the ECXO.

In this episode you will learn:

• some insights on the ECXO

• what are the relevant key components of a CX transformation

• where to focus on at the beginning

… and much more

His book suggestion:

- The Lean Startup; Eric Ries

- Service Design Thinking; Marc Stickdorn und Jakob Schneider

- Service Design Doing; Marc Stickdorn , Markus Hormess, et al.

Mario's golden nugget:

People are looking for people who keep promises.

How to contact Mario:

https://www.linkedin.com/in/mario-sepp-647813a0/

Thank you, Mario!

#customerexperience #leadership #cxgoalkeeper #ecxo #podcast

The CX Goalkeeper had a smart discussion with Mary Drumond

Chief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.

I split the discussion in 2 episodes, the first one went live last week!

In this episode:

- How to operationalizing empathy

- Focus on identifying impact as the frequency is relative (superb example from Mary here :)

- Changing expectations are also relevant, the market is so fast (Blackberry example)

- The purchase decisioning process is steered by

tangible drivers: price, quality and relationship AND

intangible drivers: social proof and brand identification.

Her book suggestion:

"Thinking fast and thinking slow", Daniel Kahneman

Mary's golden nugget:

"Focus on IMPACT, understand perceptions. Putting your customers at the center of your operations always pay off!"

How to contact Mary:

- https://worthix.com/

- https://www.linkedin.com/in/marydrumond/

Mary's podcast:

- https://blog.worthix.com/category/voices-of-cx-podcast/

Thank you, Mary!

Mentioned in the discussion with Mary: Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian Golding

And the book: Influence, The Psychology of Persuasion, Robert B. Cialdini

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast #empathy #feedback

The CX Goalkeeper had a smart discussion with Mary Drumond

Chief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.

I split the discussion in 2 episodes, stay tuned also for the second part next week!

In this episode:

- Customers are bombarded by requests for feedback

- Asking customers for feedback mean asking for their time

- Feedback is a gift

- Common mistakes: surveys are too long, are focused on the company interests, and they don't provide insights on how strongly the experience is affected

- Big companies need tech solutions to elaborate the feedback

… and much more

How to contact Mary:

- https://worthix.com/

- https://www.linkedin.com/in/marydrumond/

Mary's podcast:

- https://blog.worthix.com/category/voices-of-cx-podcast/

Thank you, Mary!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Mentioned in the discussion with Mary:

Colin Shaw, Shep Hyken, James Dodkins, GaryVee, Ian Golding

And the book: Influence, The Psychology of Persuasion, Robert B. Cialdini

The CX Goalkeeper had a smart discussion with Imtiaz Bellary

Imtiaz is SVP Product and Customers at ENGATI.

In this episode you will learn about:

- Engati's success story: Engaging through automation and intelligence

- With a customer interactions you can achieve more than only solving customer issues, you can engage with them

- some real examples on how Engati helped 2 companies

- Loyalty is built on the long term

- Two major trends

- Where Engati will be in 2030

… and much more

His book suggestion:

Good to Great; J. Collins

Imtiaz's golden nugget:

"Always prioritize long term impact over short term benefits"

How to contact Imtiaz:

https://www.linkedin.com/in/imtiaz-bellary-29ba9b23/

https://www.engati.com/

Thank you, Imtiaz!

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

The CX Goalkeeper had a smart discussion with Mark Hamill

Mark Hamill is the CEO of ARCET Global

The discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify, and Stitcher as well as a WEBCAST on YouTube.

In this episode we discuss:

- about ARCET Global

- Culture is a big topic nowadays

- The importance of Recognition

- Customer Centricity World Series will take place in May 2022

- some criterias to identify which awards are "good"

- There is zero loyalty in Awards.

… and much more

His book suggestion:

The Dichotomy Of Leadership: Balancing The Challenges Of Extreme Ownership To Lead And Win; Jocko Willink

Mark's golden nugget:

People and culture are the most important things.

How to contact Mark:

- https://www.linkedin.com/in/markhamill1/

- https://arcetglobal.com/

- https://customercentricityworldseries.com/enter-now/

Thank you, Mark !

#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Mentioned in this episode: Rosaria Cirillo, Markus Von Kloeden

The CX Goalkeeper had a smart discussion with Ramon Ray

Ramon Ray is an in-demand expert on small business success. He's a global keynote speaker, event host and emcee, entrepreneur, and best-selling author.

Ramon inspires and educates thousands of business owners a year and

works with leading brands to help them reach small businesses.

He's the founder of SmartHustle.com and Entrepreneur in Residence at

Oracle NetSuite

Ramon's started four companies and sold two of them, his fourth book,

"Celebrity CEO", is about building a community and personal brand.

Ramon has been invited to testify at the United States Congress and

speak at the White House and has shared the stage with celebrity

business thought leaders such as Seth Godin, Simon Sinek, Gary

Vaynerchuk, and others. He's interviewed all five Shark Tank Sharks,

including Daymond John, Barbara Corcoran, Lori Greiner, Mark Cuban,

and Robert Herjavec.

Ramon has also interviewed President Obama and joined Ivanka Trump at

the Global Entrepreneurship Summit in India.

Fun facts? - Graduate of the FBI Citizens Academy, plays piano and

enjoys burnt pancakes with lots of syrup

In this episode you will learn:

- Where to start in business: Focus on: "What problem I am solving?", "whom am I solving for?"

- Why personal branding is an asset

- some suggestions from Ramon how to be better in business

- Why being "on time" is too late!

… and much more

His book suggestion:

The Like Switch; J. Schafer and Marvin Karlins

Ramon's golden nugget:

Ask for a smile before you ask for a sale (before you make money, make the relationship)

How to contact Ramon:

Instagram: https://www.instagram.com/ramonraysmarthustle/

- DM to Ramon "BEST BOOKS" to get the link to the top books for small business owners

- DM to Ramon "Celebrity CEO" to get some insights on his book "Celebrity CEO"

https://www.facebook.com/ramonray

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

https://www.ramonray.com/

https://smarthustle.com/

Thank you, Ramon!

Book mentioned in this episode:

- They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer, Marcus Sheridan

- This Is Marketing: You Can't Be Seen Until You Learn to See, Seth Godin

- Duct Tape Marketing Revised and Updated: The World's Most Practical Small Business Marketing Guide, John Jantsch

People mentioned in this episode:

Shep Hyken

#customerexperience #leadership #cxgoalkeeper #podcast #businessgrowth #smarthustle #smallbusiness

The CX Goalkeeper had a smart discussion with Silvana Buljan

Silvana is founder and CEO of Buljan & Partners Consulting, Ambassador of the ECXO and Professor of Customer Experience at the Mondragon Unibertsitatea in Spain.

In this episode you will learn:

- Some insights on the ECXO

- Culture is key in a customer centric transformation

- There is no standard approach to start a CX transformation, there is no "one fits all" solution

- People have their own agenda. The "system" trains stakeholders to look for their objectives because these are relevant for them.

- Department based objectives can create a misalignment on the overall company targets

- Silvana developed a methodology to assess, measure and improve customer centric leadership competencies which based on 5 pillars:

1) CX Attitude

2) CX Focus

3) CX Drive

4) CX Connect

5) CX Talent

… and much more

Her book suggestion:

Heroic Leadership, Chris Lowney

Silvana's golden nugget:

Love your customer more than his/her share of wallet.

How to contact Silvana:

- https://www.linkedin.com/in/silvana-buljan-889110/

- https://buljanandpartners.com/en/home/

Thank you, Silvana!

#customerexperience #leadership #cxgoalkeeper #podcast #exco #cxtransformation #customerculture #culture #cxstrategy