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

The CX Goalkeeper had a smart discussion with Ramon RayRamon 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 andworks with leading brands to help them reach small businesses.He's the founder of SmartHustle.com and Entrepreneur in Residence atOracle NetSuiteRamon'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 andspeak at the White House and has shared the stage with celebritybusiness thought leaders such as Seth Godin, Simon Sinek, GaryVaynerchuk, 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 atthe Global Entrepreneurship Summit in India.Fun facts? - Graduate of the FBI Citizens Academy, plays piano andenjoys burnt pancakes with lots of syrupIn 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 moreHis book suggestion:The Like Switch; J. Schafer and Marvin KarlinsRamon’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/ramonrayhttps://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 JantschPeople mentioned in this episode: Shep Hyken#customerexperience #leadership #cxgoalkeeper #podcast #businessgrowth #smarthustle #smallbusiness

The CX Goalkeeper had a smart discussion with Claire Boscq-Scott

CEO of the Jersey Hospitality Association, the BIZ-SHUI creator, Keynote speaker, Book author… simply: Claire is full of energy!

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

In this episode you will learn:

- When you feel good, you listen to, you have empathy, you inspire people

- Make sure that your employees (mentally emotionally and physically) feel well, they will take care of your customers and they will stay longer with you

- The way we think affects the way we feel and affects the way we behave and vice versa.

- The Business Energy Map which representing 9 areas of your life can be used as objective setting tool too

Book Suggestion:

• Move Your Stuff, Change Your Life: How to Use Feng Shui to Get Love, Money, Respect and Happiness; Karen Rauch Carter

• All the books of Davina MacKail as Declutter Your Life as Modern Alchemy OR Feng Shui: Create Health, Wealth and Happiness Through the Power of Your Home (Hay House Basics)

• High Performance Habits: How Extraordinary People Become That Way, Brendon Burchard

How to contact Claire:

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

- https://www.claireboscqscott.com/work-from-home-bizshui/

- https://www.youtube.com/c/TheBusyQueenBee

Claire's books: https://www.claireboscqscott.com/books/

Her Golden Nugget:

"Be the change you want to see in the world" M. Gandhi

Thank you, Claire!

#customerexperience #cxgoalkeeper #bizshui #strategy #experiencedesign #cxtransformation #employeeexperience

The CX Goalkeeper had a smart discussion with Claire Boscq-Scott

CEO of the Jersey Hospitality Association, the BIZ-SHUI creator, Keynote speaker, Book author… simply: Claire is full of energy!

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

In this episode you will learn:

- Feng Shui applied into Business and BIZ-SHUI

- The importance of the intersection among Customer Experience, Physical environment and personal state of being

- The role of colors in business

- The relevance of the physical environment

… and much more

How to contact Name:

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

- https://www.claireboscqscott.com/work-from-home-bizshui/

- https://www.youtube.com/c/TheBusyQueenBee

Claire's books: https://www.claireboscqscott.com/books/

Thank you, Claire!

#customerexperience #cxgoalkeeper #bizshui #strategy #experiencedesign #cxtransformation #employeeexperience

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Jef Teugels

Jef is founder of Reins Group and an ambassador of the ECXO.

In this episode you will learn:

- Some highlights on the ECXO

- The definition of culture and customer culture

- The example of Air New Zealand transformation

- Several great insights on the 8 key ingredients of a customer culture

… and much more

His book suggestion:

• The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance; L. Brown, C. Brown

• The 4 Stages of Psychological Safety: Defining the Path to Inclusion and Innovation; T. Clark

Jef's golden nugget:

Work on your sensitivity. Sense what somebody else is living or trying to convey.

How to contact Jef:

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

- https://reins.group/

Thank you, Jef!

Thank you European Customer Experience Organization (ECXO)

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

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Federico Cesconi

Federico Cesconi is the CEO and co-founder of Sandsiv+ and he is an ambassador of the ECXO.

Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube.

In this episode you will learn:

- Some highlights on the ECXO

- How Sandsiv+ was created to support the Customer Experience Management (CXM) process based on 5 pillars: Capture, Analyze, Integrate, Improve and Measure to create value out of this process

- How Sandsiv+ will shape the future of CXM based on i) native Cloud, ii) integration in an ecosystem and iii) Artificial Intelligence

… and much more

His book suggestion:

- Competing in the Age of AI : Strategy and Leadership When Algorithms and Networks Run the World, by Marco Iansiti and Karim R. Lakhani

Federico's golden nugget:

Follow your passion.

Federico's paper: "Measuring Digital Transformation: An Empirical Approach to Measure Phygital Journeys integrating the technology acceptance model and customer experience"

https://www.researchgate.net/lab/Federico-Cesconi-Lab/

How to contact Federico:

· https://www.linkedin.com/in/federicocesconi/

· https://sandsiv.com/

Thank you, Federico!

Thank you European Customer Experience Organization (ECXO)

#customerexperience #leadership #cxgoalkeeper #exco #cxtransformation #podcast #customerintelligence #artificialintelligence #VoiceOfTheCustomer

The CX Goalkeeper had a double smart discussion with Neal Topf and Paul Catherall.

Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube.

Neal Topf is the president of Callzilla and the co-host of "Fireside chat without the Fires" together with Paul Catherall.

Paul Catherall is helping companies to start their own podcast, he is passionate about customer experience and the Director of Customer Care at Ultra Mobile. He is an Outsourcing Expert and ICMI Contributor.

The discussion with Neal and Paul was split in 2 episodes. In this second episode you will learn:

• Paul & Neal biggest personal learnings from the Podcast "Fireside Chat Without The Fires"

• Their preferred "CX myth busted" from the podcast

• The most mentioned CX heroes from the podcast

… and much more

Contact details:

Fireside Chats Without The Fires

https://www.linkedin.com/company/fireside-chats-without-the-fires/

Neal Topf

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

Paul Catherall

https://www.linkedin.com/in/paul-catherall-b5785aa/

https://www.linkedin.com/company/the-podcast-coach/

Paul's Golden Nugget:

"People forget what you said but they don't forget how you made them feel."

Neal's Golden Nugget:

"Automate or don't exist anymore. Eliminate irritants, create value or waste less value"

Thank you, Neal and Paul!

#customerexperience #leadership #customerservice #bpo #podcast #cxgoalkeeper

The CX Goalkeeper had a smart discussion with Neal Topf and Paul Catherall.

Neal Topf is the president of Callzilla and the co-host of Fireside chat without the Fires together with Paul Catherall.

Paul Catherall is helping companies to start their own podcast, he is passionate about customer experience and the Director of Customer Care at Ultra Mobile. He is an Outsourcing Expert and ICMI Contributor.

The discussion with Neal and Paul was split in 2 episodes. In this first episode you will learn:

- Customer satisfaction is driven by resolution in the shortest possible time-frame.

- The entrepreneurial operating systems (EOS) helps to improve KPIs every 13 weeks

- The Podcast "Fireside Chat Without The Fires" was the voice of the Customer Experience World Games 2021. A terrific experience!

- These are the 2 biggest learnings from their podcast:

i) You improve the customer experience because it has a direct impact on the financial results of the company.

ii) The kindness of the CX community participating to the podcast is priceless

… and much more

Thank you, Neal and Paul!

#customerexperience #leadership #customerservice #bpo #podcast #cxgoalkeeper

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Enrique Gomez Alonso

Enrique is Principal XP South EMEA at Medallia and Founding Member of the ECXO

In this episode you will learn:

- Some highlights on the ECXO

- Show financial results to get on the top of the C-Suite priorities (on the short and on the long term)

- 4 steps to develop a Voice of the Customer program

i) Phase 1: Outside-in – Start with the external view

ii) Phase 2: Few data available - Start linking customers feedback with some KPIs e.g., renewal rate (6-9 months of data available)

iii) Phase 3: More data available - Start analyzing and deep diving into data. Proving the relations and the quality of the improvements implemented (1-1.5 years available)

iv) Phase 4: Start with Predictive analysis (more than 2 years of data available)

- Prepare the conversations with your stakeholders and make it understandable for them (speaking their languages)

… and much more

His book suggestion: - The Ultimate Question 2.0, Fred Reichheld

Enrique's golden nugget: Customer Experience is about resilience. If you want to have impact on the company, it's about resilience. Try to enjoy your success, minimize the impact of failures ...but at the end, it pays out.

How to contact Enrique:

- https://www.linkedin.com/in/enrique-gomez-alonso-0a07aa1/

Thank you, Enrique!

Thank you European Customer Experience Organization (ECXO)

#customerexperience #leadership #ROI #cxtransformation #VoC #cxgoalkeeper #exco

The CX Goalkeeper had a smart discussion with Rosaria Cirillo

Rosaria is an expert on H-CX, she is an Author a Certified Happiness Trainer and THE Happiness Driven Growth Change Catalyst. Additionally TED Speaker, CX Trainer & Management Advisor

We discussed about the book: Yellow Factor, Happiness in Business

You will learn about:

• The evolution of business through different levels: shareholders, customers, employees, purpose, and happiness

• Spiritual, physical, intellectual, relational, and emotional wellbeing translated into the business world for customers, employees, and society

• HAPPINESS as Health, Autonomy, Purpose, Play, Integrity, Nature, Empathy, Simplicity, Smile

• GROWTH as Grounding, Reaching up, Operationalizing, Wow Blossoming, Taking Time, Harvesting

… and much more

Her book suggestion:

• The Four Agreements; Don Miguel Ruiz, Peter Coyote, et al.

• The Fifth Agreement: A practical guide to self-mastery; Don Miguel Ruiz, Don Jose Ruiz, et al.

Rosaria's golden nugget:

Act from the hearth and do it smiling and laughing

How to contact Rosaria:

· https://wownow.eu/

· https://www.instagram.com/wownowexp/

· https://www.linkedin.com/in/rosariacirillo/

Thank you, Rosaria!

#customerexperience #leadership # #internationalweekofhappinessatwork #cxgoalkeeper #happinessdrivengrowth #hcx #humanexperience #podcast

The CX Goalkeeper had a smart discussion with Shep Hyken

Shep Hyken, customer service and experience expert, keynote speaker and NYT bestselling author, helps companies deliver AMAZING customer service experiences!

Shep will publish his latest book "I'LL BE BACK - How to Get Customers to Come Back Again and Again" on September 20th, 2021

You will learn:

• The definition of AMAZING

• The Green Egg Story

• Where does Shep buy cars

• how to connect history based measurements and future customers behaviours

• How to meet customer's expectations by giving the shortest customer service speech in the world

• a 6 steps process on how to create I'll be back experiences (part of latest book)

… and much more

Shep's golden nugget:

Customer service is not a department. It is philosophical, it is cultural. Indeed,

the best companies to do business with are also the best companies to work for.

How to contact Shep:

- www.linkedin.com/in/shephyken/

- www.sheptv.com

- www.hyken.com (subscribe his newsletter, great content and amazing comics)

Thank you, Shep!

#customerexperience #leadership #askshep #cxgoalkeeper