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

The CX Goalkeeper had a smart discussion with Ian Golding, the CX specialist (and not expert) Ian is THE Global Customer Experience Specialist (and not expert!). He is a Certified Customer Experience Professional (CCXP) and the first recognized training provider by the CXPA. He is the CEO and founder of the Customer Experience Consultancy Ldt. My learnings: CX is a science but not rocket science:...

The CX Goalkeeper had a smart discussion with Björn Kälin My learnings: His definition of empathy: feeling into something. The target is to understand customers' feelings and acting on feelings (including what to do next) We are all humans, and we are not the same every day. Anthrolytics is the solution. By sensing and predicting emotions, it gives advice on how to react on them. This is the solut...

The CX Goalkeeper had a smart discussion with Annika Björck My learnings: Most transformation projects fail due to 2 main causes: The initiative's success cannot be proved, and little improvements are invisible Too much focus on "doing" and not enough on change management How to cope with these issues: It is about balancing the skills of the team: adding to the UX skills, strategic skills to lead...

The CX Goalkeeper had a smart discussion with Faran Niaz Faran Niaz is CEO & founder of CX FUTURE. He is a change management expert, agile CX leader and transformation specialist. Faran is an international speaker & awards judge. Additionally, he is passionate about LEGO and an award-winning photographer. My learnings: In Dubai and in the United Arab Emirates, CX is driven by the government. The p...

The CX Goalkeeper had a smart discussion with Anna Noake Schulze Anna is a Senior Partner for CX and a founding member and platform advisor of "Women in CX". She is a best-selling author of the «Customer Experience 3» book, a TEDx & Keynote Speaker and a Startup Mentor. My learnings: Platforms will change how business works as it is a different way of doing business. The comparison between pipelin...

The CX Goalkeeper had a smart discussion with Annette Franz My learnings discussing about the book "Customer Understanding", while we went through the three chapters: 1) Listening Start with the customers and design / develop products for them. (and don't try to find customers for the products). Starting with "listening" and continuing by capturing all the relevant data and consolidating them: the...

The CX Goalkeeper had a smart discussion with Neil Skehel Neil is CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM (Customer Experience Magazine). My learnings: By winning an award and by sitting next to Don Hales, Neil started together with Don "Awards International" Awards International offers outstanding awards in several countries (UK, UAE, Turkey, …) One of the...

The CX Goalkeeper had a smart discussion with Daniel Jordi Daniel Jordi is connecting Switzerland's Digital Leaders to accelerate their Digital Transformation. He is client partner at Ginetta, founder at LeadersBridge GmbH and the podcast host of "The Aligned Leader Show". My learnings: A) The Aligned Leader Show It is an interview series on YouTube (with more than 130 episodes). The show is lasti...

Marius is a Customer Experience expert, an outstanding innovator and Judge at International CX Awards. He was named among the 50 most influential CX experts in UK. My learnings: Focus on customers' needs and try to build everything around them (also leveraging available data). Often after the design of a new experience (or product), during the development phase, several technical challenges arise,...

The CX Goalkeeper had a smart discussion with Peter Dorrington. This is a special edition for the launch of Anthrolytics Peter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify and co-founder of Anthrolytics. We spoke about loyalty, empathy, personalization and the...

The CX Goalkeeper had a smart discussion with Christopher Brooks Christopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship. My learnings: CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy was a success CXWG 2021 is starting in May 2021 Christopher's chapter in the book Customer Experien...

The CX Goalkeeper had a smart discussion with Deanna Russo Deanna is a Linkedin Strategist, Cheerleader and Accountability Partner at Leverage Up, LLC, which she founded 1 year ago. She grew her LinkedIn Following 25x in 18 months. My learnings: LinkedIn is for everybody, not only for job seekers. It helps to engage with other human beings, to create long-lasting relationships and to grow your bus...

The CX Goalkeeper had a smart discussion with Adrian Swinscoe Adrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX. We discussed following tracks from his book: With great power comes great responsibilities CX is not F***** metrics Simplicity rules: ok? The answers are right in front of view His book suggestion: Worth It by Dan Price How to contact...

The CX goalkeeper had a smart discussion with Nils Hafner. Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, make the discussions with him unforgettable. My...

The CX goalkeeper had a smart discussion with Gabe Smith After more than 11 years at the American Cancer Society with his last role as Senior Consultant - Customer Experience, he moved to the CXPA - Customer Experience Professional Association as content manager in 2019. He creates and curates non-biased content that connects CX professionals around the world, empowers them to overcome obstacles a...

The CX goalkeeper had a smart discussion with James Dodkins Yes, I really mean JAMES - THE CX ROCKSTAR! He was named The UK's #1 CX Influencer by Customer Experience Magazine in 2020, he is a GLOBAL KEYNOTE SPEAKER, the HOST OF AMAZON PRIME'S 'THIS WEEK IN CX' and a lot more. The value he brings to the CX community is outstanding. My key learnings: Customer outcome first Start always by asking: wh...

The CX Goalkeeper had a smart discussion with Stacy Sherman Stacy Sherman is a mom of two fabulous kids and a Schnoodle dog. Fan of Simon Sinek. She is applying Simon's WHY principles every day & mentoring others to do the same. Stacy is passionate about inclusion & thought diversity (as happy employees lead to happy customers.) She doesn't just talk. She is a doer such as: launching "Women Leader...

The CX Goalkeeper had a smart discussion with James Perryman James Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential. James is the founder and director of Momentus Key learnings: It is all about the "moment" to make the customer fa...

The CX Goalkeeper had a smart discussion with Peter Dorrington Peter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify. "Analysis without actions is academy, actions without analysis is anarchy" Key learnings: Experience Management is the intersection among Customer...

The CX Goalkeeper had a smart discussion with Nate Brown Nate Brown is the Chief Experience Officer at Officium Labs, and the Co-Founder of CX Accelerator. His sweet spot is helping employees to understand the customer journey and how they play in role in improving it. He defines himself as a student of Customer Experience. His vision is to helping organization and people to reduce stress and fric...

The CX Goalkeeper had a second smart discussion with Francesca Tempestini. Francesca is speaking about the employee experience at Disney, as she worked there for 5 years. Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled also during the second discussion about her experience at Disney as a cast member. Nowadays, Francesca Tempestini is an Ex...

Miles C. Thomas is the global head of customer service and experience at International Baccalaureate. Founder HumanizedCX & CX Wales. Chair of Judges at the CX awards and internationally recognized CX leader. A customer experience, success, service and operations leader for organizations such as Deloitte and the International Baccalaureate. Miles explains five steps for a great service and great e...

Ana Maria Zumsteg - S1 E6 - second half ....with more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers' needs across 30+ countries, Ana Maria shared some of her top learnings. Ana Maria implemented the NPS framework at Zurich as an enabler to build a long-lasting relationship with customers and employees. The clear goal was...

With more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers' needs across 30+ countries, Ana Maria shared some of her top learnings. Ana Maria implemented the NPS framework at Zurich Insurance as the enabler to build a long-lasting relationship with customers and employees. From the beginning, the clear goal was not to measur...

Francesca Tempestini Serie 1 - Episode 4 Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled during this smart discussion about her experience at Disney as a cast member. Francesca Tempestini is an Export Manager at FARAONE srl and NODO srl. She is an enthusiastic disseminator of Disney approach. Francesca is sharing following core principles,...