THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

In this episode of the CX Goalkeeper Podcast, Federico Cesconi dives deep into the future of customer experience management, revealing the potential of artificial intelligence in transforming how companies manage customer feedback. He introduces the "Insight Narrator," a groundbreaking tool that simplifies customer feedback analysis, using AI to provide actionable insights faster than ever before. This episode is a must-listen if you're keen on learning how technology can streamline customer experience processes.

About the Guest

I'm a seasoned professional with immense experience in customer insights and marketing analytics. From Customer Relationship Management to Customer Experience Management, I specialize in helping companies utilize technology and data to make the right decisions for business growth.

Today, I'm the co-founder of sandsiv+ (https://sandsiv.com), a software-as-a-service solution powered by Artificial Intelligence (AI) to help companies around the world correctly measure Customer Experience (CX) and actively manage Customer Journey (CJ).

With over 20 years of experience in data science and marketing, I helped Sandsiv+ adopt a visionary methodology for gathering and analyzing information concerning customers, their details, their experiences, and their activities to build deeper and more effective customer relationships and improve strategic decision-making.

Relevant Links

https://www.linkedin.com/in/federico-cesconi

https://sandsiv.com/sandsiv-unveils-insight-narrator-revolutionizing-ai-capabilities-in-sandsiv/

The Top 3 Key Learnings

1. AI Can Automate Time-Consuming Tasks: The Insight Narrator uses AI to automate customer feedback analysis, reducing the time spent on repetitive tasks and enabling quicker decision-making.
2. Actionable Insights at Your Fingertips: AI provides real-time, prioritized insights, helping CX managers identify and address the most critical issues that affect customer satisfaction.
3. The Future of CX is AI-Driven: Federico highlights how AI tools like Insight Narrator make customer experience management more accessible and effective, even for smaller companies.

Top 3 Quotes

1. “The Insight Narrator doesn’t just find satisfaction drivers—it provides actionable insights to improve customer experience.”
2. “With AI, what used to take weeks can now be done in minutes.”
3. “Customer experience management should be about making life easier for both customers and the professionals managing their feedback.”

Chapters

00:00 Introduction and Guest presentation

03:05 The Impact of Generative AI on Customer Experience

13:57 Introduction to the Insight Narrator Tool

14:16 Development and Functionality of the Insight Narrator

18:19 Benefits and Applications of the Insight Narrator

23:56 Future Developments and Improvements

29:27 Conclusion and Call to Action

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In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape.

About the Guest

CEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform that unifies enhanced digital solutions for contact centers. Glassix has been a leading Israeli Software Company since 2015. In addition to offering comprehensive products, such as those mentioned above, we are working 24/7 to improve & update our products to fit market needs using cutting-edge technologies. Glassix was born to change the way we serve customers through customer service & technology experts who want to give your business the best!

Relevant Links

https://www.linkedin.com/in/guy-shalom

https://www.glassix.com/podcasts

https://www.glassix.com

The Top 3 Key Learnings

1. AI Empowers Human Agents: AI can provide real-time support to agents, speeding up processes and improving the quality of customer service by suggesting appropriate responses based on customer history and conversation context.
2. Hyper-Personalization is Key: AI can analyze customer interactions on a deeper level, incorporating emotions, past conversations, and even physical cues to deliver highly personalized customer experiences.
3. AI and Human Collaboration: The future of contact centers lies in the seamless collaboration between AI-driven bots and human agents, where AI handles routine tasks and agents focus on more complex, emotionally nuanced situations.

Chapters

00:00 Introduction and Guest Presentation

03:56 The Role of AI in Contact Centers

05:00 Employee Experience and AI Implementation

08:27 Hyper-Personalization and Empathy in AI

13:44 Balancing Human Connection and AI Efficiency

15:58 Preparing for the AI Transformation

17:46 Privacy and Ethical Considerations

19:12 Future of AI in 10 Years

24:38 Conclusion and Contact Information

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In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, streamline business processes, and drive customer retention. You’ll walk away with actionable insights into how data and AI can deliver real business value while maintaining a human touch.

About the Guest

Mohan is an accomplished leader in Customer Analytics and Insights. He currently heads the function at Upwork within the CX organization. With over 12 years of extensive experience spanning the financial services, technology, and consulting sectors, Mohan has honed his expertise in Data Analytics and Insights.

Throughout his career, Mohan has built decision-making systems and solutions that address complex customer problems and drive product innovation. His role at Upwork allows him to leverage data to uncover critical insights, shaping strategies that enhance customer experiences and business outcomes.

Mohan’s passion for utilizing data to solve real-world problems and his commitment to driving product innovation make him a valuable asset to any organization. His deep understanding of customer behavior and market trends positions him as a thought leader in the CX space, continually striving to elevate customer experience standards through data-driven insights.

Relevant Links

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

The Top 3 Key Learnings

1. AI and Hyper-Personalization: AI enables hyper-personalized experiences by tailoring content and interactions based on customer preferences and behavior, significantly improving retention and satisfaction.
2. Connecting CX Metrics to Business Outcomes: Companies must track CX metrics like NPS and tie them back to revenue, customer retention, and business value.
3. Balancing Technology with Human Empathy: While AI can streamline and optimize customer service, maintaining a human touch is critical to ensuring empathy and meaningful connections with customers.

Top 3 Quotes

1. "The key to exceptional customer experience isn’t just about having the most advanced technology; it’s about finding the perfect balance between technological innovation and human empathy."
2. "AI and machine learning can help us understand what drives customer retention or churn and allow businesses to focus on what needs improvement for meaningful outcomes."
3. "Behind every data point is a real person with real emotions and real needs. We should let AI augment human capabilities, not replace them."

Chapters

00:00 Introduction and Guest Presentation

02:30 Values and Drivers

04:02 Role of AI and Machine Learning in Business

06:30 Specific Examples of AI Integration

09:08 Connecting Metrics to Business Outcomes

13:43 Skills for Staying Relevant in CX

18:25 Exciting Trends in AI and ML

21:32 Ethics in AI and ML

25:24 Future of CX and Final Thoughts

29:51 Closing Remarks

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In this episode of the CX Goalkeeper Podcast, Jonathan Stutz shares his journey and insights on building inclusive leadership cultures within organizations. As the author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, Jonathan outlines actionable steps that leaders can take to foster diversity, equity, and inclusion in the workplace. From personal anecdotes to practical advice, this episode is packed with valuable lessons on leadership and the importance of creating a sense of belonging for all employees. Don’t miss this episode if you're passionate about developing inclusive leadership and driving organizational success.

About the Guest

With 25+ years leading inclusion, diversity, equity, and cross-cultural management at Microsoft, Amazon, and Zulily, I now lead a consulting practice supporting organizations committed to building a culture of belonging for their employees. I most recently published my first book, Daily Practices of Inclusive Leaders. My company, Global Diversity Partners, has a mission to help organizations navigate uncomfortable topics and cultural dilemmas with graceful conviction, challenge the status quo, and achieve the improvements they seek.

Relevant Links

https://Inclusivepebbles.com

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

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

Globaldiversitypartners.net

https://eddiepate-speaking.com/

The Top 3 Key Learnings

1. The Power of Belonging: Creating a culture of belonging for employees leads to higher commitment and loyalty, improving customer experience. Employees who feel seen and valued are more motivated to deliver excellent service.
2. Daily Practices Matter: Inclusion isn’t about massive initiatives but daily, intentional actions. These small steps, like one-on-one meetings focused on inclusion, help create lasting cultural change.
3. Inclusive Leadership Drives Success: Diverse teams outperform homogeneous teams and inspire more creativity and innovation. Inclusion, diversity, and equity should be central to an organization’s leadership strategy.

Chapters

00:00 Introduction and Guest Presentation

01:14 Jonathan's Values and Personal Journey

05:43 Discussion on the Book "Daily Practices of Inclusive Leaders"

08:35 Creating a Culture of Belonging

10:24 The Importance of Feeling Belonging

13:37 Addressing Microaggressions and Building a Speak-Up Culture

17:35 Integrating Inclusion into the Employee Lifecycle

17:55 The Business Case for Diversity and Inclusion

22:10 Future of AI and Customer Experience

24:01 Contact Information and Final Thoughts

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In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact.

About the Guest

Dr. Tom DeWitt is the founder and Director of CXM@MSU, an industry-facing entity designed to advance the field of customer experience management through initiatives such as monthly online roundtable discussions and industry conferences. He's also the architect and Academic Program Director of North America's first master of science degree in customer experience management (MS-CXM). Arguably the highest credential globally in customer experience management, the MS-CXM degree is the first academic degree in customer experience management at an accredited university in the United States.

Relevant Links

https://www.linkedin.com/in/tom-dewitt-ph-d-5076093

The Top 3 Key Learnings

1. Speak the Language of the C-suite: CX leaders must align their goals with business KPIs such as revenue, cost, and market share. It’s not enough to focus on NPS and CSAT; CX leaders need to demonstrate how CX impacts the company’s bottom line.
2. Invest in Formal CX Education: The lack of structured, formal education in CX has left many leaders unprepared. Organizations must move beyond short-term certifications and invest in programs with the depth and breadth of skills required to drive sustainable CX transformations.
3. Embrace Global Perspectives: Living and working abroad offers unique insights into customer behaviors across cultures. CX practitioners who engage internationally can broaden their understanding of universal customer needs and how organizations globally address them.

Chapters

00:00 Introduction and Guest Presentation

00:29 Background of Tom DeWitt

02:47 Identifying the Skill Gap in CX Leadership

06:11 Challenges with Current CX Education and the Need for Academic Programs

09:41 Details of the Master's Program at Michigan State University

12:20 The Importance of Employee Experience and Engagement

14:51 Corporate Support for CX Education

16:32 Future of CX Skills Development

23:59 Conclusion and Final Thoughts

24:18 Contact Information and Closing Remarks

Keywords

CX leadership, customer experience management, C-suite communication, CX education, customer experience skills gap, Michigan State University CX program, Tom DeWitt CX, CX goals, CX transformation, CX strategy, customer-centric organizations, CX KPIs, ROI of CX, AI in customer experience, global CX perspectives, employee engagement in CX.

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In this episode of the CX Goalkeeper Podcast, we explore how emotional intelligence (EI) can dramatically improve customer experience (CX) and employee performance. Michael Mattson, an expert in emotional intelligence, shares his valuable insights on harnessing EI to create stronger human connections within teams and with customers. He emphasizes how emotionally intelligent leadership builds trust, empathy, and psychological safety, which leads to enhanced team dynamics and better customer interactions. If you want to learn how to elevate your leadership and CX game, this episode is a must-listen!

About the Guest

Michael Mattson is a trailblazing customer experience leader transforming the insurance landscape by putting empathy at the core of every interaction. As a Manager of Customer Experience at a major insurance company, Michael harnesses his entrepreneurial background and emotional intelligence to give customers a commanding voice in driving innovation and cultivating unshakable loyalty.

With a diverse skillset spanning Lean Six Sigma, project management, and servant leadership, Michael's true genius lies in forging profound emotional connections. He leverages this superpower to step into customers' shoes, anticipate their needs, and deliver experiences that surpass expectations, fueling unprecedented growth and success.

As a recognized thought leader and the Chief Empathy Officer at Walk A Mile CX, Michael is igniting a revolution to create a more human-centered future for the insurance industry. By championing empathy as the ultimate catalyst for business results, he is paving the way for organizations to build customer-obsessed cultures that propel them to new heights. With his visionary approach and unparalleled ability to blend technical expertise with emotional intelligence, Michael redefines what it means to put customers first.​​​​​​​​​​​​​​​​

Relevant Links

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

https://walkamilecx.com/

The Top 3 Key Learnings

1. Self-awareness is the foundation of emotional intelligence. Leaders must start with self-reflection and understand their own emotional responses before they can lead effectively.
2. Empathy drives stronger customer interactions: Listening and understanding customers' emotions beyond their immediate needs is critical to creating a meaningful CX.
3. Psychological safety boosts team performance: Teams that feel safe and supported are more innovative, resilient, and capable of delivering outstanding CX.

Chapters

00:00 Introduction and Guest Presentation

02:43 Michael Mattson's Values and Approach

05:23 Building Emotional Intelligence in Teams

12:03 The Role of Emotional Intelligence in Customer Interactions

15:56 Examples of Organizations with Emotional Intelligence

21:14 Measuring the Impact of Emotional Intelligence

26:27 Future of Emotional Intelligence and Final Thoughts

Thank you for tuning in to this episode of the CX Goalkeeper Podcast! We'd love to hear your thoughts and feedback. What resonated with you the most? Feel free to leave a comment, and don’t forget to follow and subscribe to the podcast using the links below to stay updated on future episodes:

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Stay tuned for more insightful discussions on leadership, customer experience, and more!

In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn’s insights are game-changers for any organization looking to excel in CX and boost revenue. Don’t miss out on these actionable tips that can reshape how you lead your CX initiatives!

About the Guest

Lynn Hunsaker built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She served as an international board member of the Customer Experience Professionals Association, award-winning Silicon Valley American Marketing Association president, and two-term president of the San Francisco Bay Area Association for Psychological Type. Lynn taught 25 graduate and undergraduate courses at UC Berkeley UC Santa Cruz Extensions, San Jose State University, and Mission College. She was the first in the world to receive CXPA’s authorized trainer status for an online certification exam course. Customer experience professionals in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more.

Relevant Links

https://ClearAction.com

https://LinkedIn.com/in/lynnhunsaker

https://Twitter.com/clearaction

The Top 3 Key Learnings

1. CX is a Team Sport: Every department impacts customer experience, whether directly or indirectly. Leadership must ensure that all teams are aligned toward customer success.
2. Motivation Through Value: Employees must see how their work directly impacts the customer and the company's bottom line. Aligning rewards with customer-focused outcomes creates long-term motivation.
3. Collaboration is Key: Breaking down silos and encouraging cross-departmental teamwork is essential to delivering seamless CX and improving overall business performance.

Chapters

00:00 Introduction and Guest Presentation

03:05 Values Driving Lynn's Professional Life

04:16 Breaking Silos in CX Initiatives

06:27 Strategies for Cross-Departmental Collaboration

08:10 Increasing Motivation and Nurturing Collaboration

11:29 Building Universality in Projects

14:58 Tying CX to Business Key Performance Indicators

18:20 Counseling and Support for Employees

23:11 Organizational Learning and Debriefing

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In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Eryc Eyl, author of Stop Engaging Employees, Start Making Work More Human. Eryc passionately shares insights on how shifting the focus from employee engagement to fostering a human-centered workplace can drive real results. He explores the importance of human dignity at work, the six critical disciplines of leadership, and the power of connection over conformity in organizations. If you're ready to rethink how you lead and how your employees engage, this episode is a must-listen!

About the Guest

Eryc Eyl is a speaker, coach, and consultant with more than 30 years of experience in making work more human for conglomerates, telecommunications, consumer packaged goods, nonprofit, governmental, and research organizations. Eryc has an MA from the University of Colorado, and a BA from Vassar College, as well as accreditations and certifications in workplace culture and change management, and has been a Certified Customer Experience Professional since 2014. Eryc believes in a world in which work isn’t just a four-letter word, but part of a path to greater human satisfaction, fulfillment, self-actualization, and flourishing, so he helps workplaces align their culture with strategic imperatives, and individuals integrate their work with a meaningful, fun, and fulfilling life. Eryc is also a storyteller, playwright, and DJ. His book, Stop Engaging Employees: Start Making Work More Human, was published in January 2024.

Relevant Links

Website: www.ErycEyl.com

LinkedIn: https://www.linkedin.com/in/eryceyl

The Top 3 Key Learning

1. Connection over conformity: Prioritizing personal connections in the workplace unlocks more value and creativity than rigid adherence to rules.
2. Empathy as the foundation: Understanding your employees' needs and challenges is the first step toward building a thriving workplace.
3. Empowerment drives results: Equipping employees with the necessary tools and autonomy results in a more engaged and productive workforce.

Chapters

00:00 Introduction and Guest Presentation

03:25 Discussion on Employee Engagement

05:29 Explanation of Leadership Disciplines

08:43 Importance of Empathize

11:33 Leadership Examples and Misconceptions

17:53 Balancing Performance and Human-Centricity

21:10 Eric’s Golden Nugget

The best of Transformation, Leadership, and Customer Experience from The CX Goalkeeper podcast.

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In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the actual value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in.

About the Guest

With over three decades of experience, Patty has been a CX practitioner, consultant, and analyst. She led dysfunctional organizations through change management to profitability. She found significant financial benefits using the CX discipline, such as more profitable sales and lower expenses.

Using customer-centric business strategies, Patty created cultures, advised organizations to adopt CX, and analyzed CX best practices.

Relevant Links

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

The Top 3 Key Learnings

Align CX with Business Strategy: To gain executive buy-in, CX efforts must align with the company's core strategy and demonstrate a direct impact on profitability.

Blend Qualitative and Quantitative Data: Effective CX leaders combine customer feedback with business metrics to provide a comprehensive view that resonates with the C-suite.

Focus on Value, Not ROI: Rather than attempting to prove ROI, CX professionals should demonstrate the value of their initiatives by showing how they drive business outcomes.

Chapters

00:00 Introduction and Guest Presentation

03:13 Aligning CX Initiatives with C-Suite Priorities

07:15 Challenges of Aligning CX with Company Strategy

08:44 Effective Methods for Aligning CX with C-Suite Expectations

12:00 Leveraging Data and Storytelling in CX

16:52 Empathy and Influence in CX Leadership

18:42 Overcoming Barriers in CX and Proving Value

22:35 Future of CX and Technology

24:04 Conclusion and Contact Information

I hope you found this episode summary insightful! If you enjoyed this content, please follow and subscribe to the CX Goalkeeper Podcast for more expert discussions on customer experience, transformation, and leadership. Your support helps us continue to bring you valuable insights from top industry leaders.

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In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, top companies' strategies to create loyal customers, and how to apply these insights to elevate your brand.

About the Guest

Dr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world’s leading expert on brand love, and the winner of the Stetik Group Brand Relationship Award for research with the greatest impact on marketing practice. His popular book, The Things We Love, has been named by Amazon as a “best business book.” A Stanford University study ranked him in the top 2% of all scientists worldwide. He has been on the Oprah Winfrey Show and consulted for Google, Amazon, L'Oréal, Samsung, Maybelline, Procter & Gamble, Audi, General Motors, Microsoft, Ford, GfK Market Research, and others.

Relevant Links

https://www.BrandLoveCentral.com

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

The Top 3 Key Learnings

Personification is Powerful: Humanizing or linking your brand to a beloved individual can significantly enhance customer emotional connections.

Customer Experience is Crucial: High-quality products alone aren't enough; the customer experience must be enjoyable to spark emotional attachment.

Brand Love Equals Loyalty: Whether mild or intense, emotional connections lead to greater brand loyalty and can significantly impact your bottom line.

Chapters

00:00 Introduction and Guest Presentation

01:00 Introduction of Aaron Ahuvia

02:39 Values and Research Focus

03:58 Experience with Oprah Winfrey

06:30 Explanation of Brand Love

09:32 Ways to Create Brand Love

17:44 Case Studies and Examples

24:37 Measuring and Improving Brand Love

26:55 Future of Brand Love

31:34 Conclusion and Contact Information

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