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

The CX Goalkeeper had the great opportunity to interview Shaun McAndrew LinkedIn Headline: Highlights: 00:00 Game Start 00:34 Shaun's Introduction 02:50 Shaun's Value 03:51 B2B satisfaction shocking satisfaction scores 06:49 Customer Centricity in B2B 09:04 Service Design 12:44 Customer Needs 16:11 Streamlining Processes 20:05 Enhancing Service Quality 22:38 Creating an offering journey 24:46 Best...

The CX Goalkeeper had the great opportunity to interview Dr. Natalie Petouhoff LinkedIn Headline: WSJ Best Selling Author, Speaker, Board Member, Expert In Residence, Strategist in AI, CX and EX Highlights: 00:00 Game Start 00:58 Natalie's introduction and values 04:17 Definition of Empathy 08:28 Empathy in Action equation 14:07 5th Industrial Revolution 18:26 Customers and Employees are not on th...

The CX Goalkeeper had the great opportunity to interview Cristian Grossmann LinkedIn Headline: CEO at Beekeeper || 👷🏽‍♂️The Frontline Success System👷🏻‍♀️ Highlights: 00:00 Game Start 00:57 Cris Grossmann's introduction 01:23 Cris Grossmann's values 02:21 Beekeeper 03:45 The Frontline workers 05:37 Their role in society 06:43 The needs of Frontline workers 08:46 The hotel story 12:44 Digitaliza...

The CX Goalkeeper had the great opportunity to interview Greg Melia LinkedIn Headline: CEO at Customer Experience Professionals Association (CXPA) Highlights: 00:00 Game Start 00:38 Greg Melia's Introduction 02:58 Greg Melia's Value 04:18 The roots of the CXPA 07:43 Focusing on the Customer and not on definitions 11.02 Connecting with the outside world 16:09 Purpose led companies 18:26 Culture 20:...

The CX Goalkeeper had the great opportunity to interview Nick Lygo-BakerAre You Listening To The Whole Picture with Nick Lygo-Baker - E122 from Customer Experience 3 by Writing MattersLinkedIn Headline: CX Strategy and Transformation - Chief Customer Experience Officer. Fine Tuning Customer and Employee Experience to Drive Business Performance Improvement. #CXMechanicHighlights:00:00 Game Start00:...

Unlocking the ROI of CX - Making its Business Case The CX Goalkeeper had the great opportunity to interview Jessica Noble LinkedIn Headline: Transformation Strategy & Execution | Organizational Change & Org Design | Customer & Employee Experience | C-level Advisor | Author | Speaker | MBA, CCXP, PMP, MCP | Highlights: 00:00 Game Start 01:06 Jessica's Introduction 02:57 Jessica's Values 03:56 Profi...

The CX Goalkeeper had the great opportunity to interview Faran Niaz LinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder-CX FUTURE | Awards JUDGE | Motivation & KEYNOTE Speaker Highlights: 00:00 Game Start 01:12 Faran's introduction 02:15 Faran's values 04:12 Return On Inv...

The CX Goalkeeper had the great opportunity to interview Hrushi KulkarniLinkedIn Headline: XM Scientist | ex-CXPA Regional Council Member | CXAD (Dip) | Certified CX Practitioner | Storyteller | Speaker | Trainer | MBAHighlights:00:00 Game Start00:35 Hrushi's introduction02:23 Hrushi's values03:12 Why is ROI important?05:09 How to quantify ROI?09:30 It's not always about money12:21 Proving the imp...

The CX Goalkeeper had the great opportunity to interview Lee HoughtonLinkedIn Headline: Empowering Senior Leaders To Improve Their Business Performance And People Engagement!! | Transitioning Change Teams From Just Surviving To Thriving | Host Of Business Problems Solved Podcast! Highlights:00:00 Game Start00:36 Lee's introduction01:29 Lee's Values04:40 Agility09:24 Leveraging Agility16:33 Learnin...

The CX Goalkeeper had the great opportunity to interview Bill Price and David Jaffe Bill's LinkedIn Headline: President, Driva Solutions; Co-Founder, LimeBridge; Chair, Global Operations Council; Advisor, CustomerThink. David's LinkedIn Headline: Consulting Director and Partner in Limebridge Australia Co-author of The Best Service Is No Service Highlights: 00:00 Game Start 00:25 Introductions 02:3...

The CX Goalkeeper had the great opportunity to interview Naeem Arif LinkedIn Headline: "Customer Experience" 🏆 Business strategies that deliver an amazing #CX #Retail #Hospitality #BusinessCoach #Mastermind #MWIT22 @UnitedCarpets Highlights: 00:00 Game Start 00:38 Naeem's introduction 04:03 Naeem's values 04:44 Agility in projects 06:52 Best practices 10:01 Leveraging agility 12:35 Downsides of a...

The CX Goalkeeper had the great opportunity to interview Olga Potaptseva LinkedIn Headline: Agile CX Solutions| Top 25 CX Influencer | CX Consultant | Founder of CXpanda 🐼 | CX mentor | Best-selling author and Speaker Highlights: 00:00 Game Start 00:37 Olga's introduction 05:42 Olga's values 07:32 Definition of agility 08:43 Agility and CX 11:04 Leveraging Agility 16:25 Prioritizing 19:38 Olga's...

The CX Goalkeeper had the great opportunity to interview Sergio Rossini LinkedIn Headline: Sales, Marketing & CX Director presso Sagres ® Highlights: 00:00 Game Start 00:36 Sergio's Introduction 02:59 Sergio's Value 04:18 The playing field of CX professionals 09:08 Executive Support - HowTo! 14:41 Getting Things Done on a strategic level 23:06 Listening To Customers and Their Emotions 31:22 The Fu...

The CX Goalkeeper had the great opportunity to interview Mark Slatin LinkedIn Headline: Empowering mid-size financial service leaders to turn indifferent customers into loyal fans Highlights: 00:00 Game Start 00:36 Mark's introduction 02:47 Mark's values 04:34 The global CX field 07:17 The biggest challenges that CX leaders are facing 09:37 Cultural Change 12:50 Support from the Top Mgmt 15:40 Emp...

The CX Goalkeeper had the great opportunity to interview Steven Van Belleghem LinkedIn Headline: Customer Experience Enthusiast! Global keynote speaker - bestselling author - Entrepreneur Highlights: 00:00 Game Start 00:45 Steven's Introduction 03:23 Steven's Value 05:18 What what is your definition of the metaverse? 08:30 Web3 and the Metaverse 13:04 Steven's experiences in the metaverse 15:00 St...

The CX Goalkeeper had the great opportunity to interview Anna Noakes Schulze LinkedIn Headline: Head of Community Experience @TheNTWK | Keynote Speaker | Bestselling CX Author | Top CX Influencer for 2022 Highlights: 00:00 Game Start 00:45 Anna's Introduction 2:00 Anna's Value 02:27 The Definition of the Metaverse 05:13 Web3 and Metaverse 7:59 Is the Metaverse still empty? 12:10 Use Cases in the M...

The CX Goalkeeper had the great opportunity to interview Pasquale Borriello LinkedIn Headline: CEO Arkage 🚀 Nüborn + W-mind + Acquisition Team 🧠 Italian CXPA Network 🎙 Engage.it Money.it #IlBernoccolo Andrea Ciulu LinkedIn Headline: 🔶Head of Creative Strategy @ Arkage Highlights: 00:00 Game Start 01:06 Pasquale Borriello & Andrea's Introduction and Values 04:48 The definition of Metaverse 07:30...

The CX Goalkeeper had the great opportunity to interview James Dodkins LinkedIn Headline: Customer Experience Rockstar 🤘 | CX Evangelist @ PEGA 🦄 | International Keynote Speaker 🌍 | Highlights: 00:00 Game Start 00:38 James' introduction 01:54 James' values 02:58 Customer Machine 04:17 Best Practices 06:13 A time question 13:12 Four main type of customer company interactions 15:35 Empathy among...

The CX Goalkeeper had the great opportunity to interview Francesco Brenna LinkedIn Headline: Senior Partner & VP at IBM Consulting. AI & Analytics Leader EMEA. Global Leader Azure Data & AI Highlights: 00:00 Game Start 00:39 Francesco's Introduction 02:32 Francesco's values 03:56 The acceleration of digital transformation 06:42 The "burning" topics 08:14 A lot of talking, but... 11:03 Agility - Bu...

The CX Goalkeeper had the great opportunity to interview Dr. Janelle Barlow LinkedIn Headline: Founder, A Complaint Is a Gift Highlights: 00:00 Game Start 01:18 Janelle's career highlights 02:50 Janelle's values 04:37 how do you define a complaint? 07:24 Legitimate complaints 10:30 Feedback 12:41 Reducing complaints to zero. does it make sense? 15:22 Skills required to handle complaints 17:30 Phys...

The CX Goalkeeper had the great opportunity to interview Ivo Yorgov LinkedIn Headline: Managing Director at GemSeek Highlights: 00:00 Game Start 01:10 Ivo's Introduction 02:46 Ivo's values 05:16 Ivo's book: The New Customer Experience Management 09:22 Proactive and personalized framework philosophy 14:09 Co-creation 16:35 Examples of great CX 21:29 ideal profile of a productive company. 23:46 The...

The CX Goalkeeper had the great opportunity to interview Debbie Levitt LinkedIn Headline: The Mary Poppins of CX/UX. ☂️ I fly in, find & solve problems, transform companies & teams, and sing a few songs. Strategically combining customer-centricity with Agile & Lean. Highlights: 00:00 Game Start 01:49 Debbie's introduction 03:09 Debbie's value 05:09 CX is the table 06:49 What makes companies custom...

CX Goalkeeper had the great opportunity to interview Alec Dalton LinkedIn Headline: At Your Service ... Service Operations Consultant | Best-Selling Author | "Top 20 Hospitality Executives to Watch in 2022" Highlights: 00:00 Game Start 00:36 Alec's Introduction 03:29 Alec's Values 05:08 What's the status of customer experience in hospitality? 11:09 Best practices 12:52 It's not rocket science 15:5...

The CX Goalkeeper had the great opportunity to interview Deirdre Martin LinkedIn Headline: Website & Marketing Strategies that actually work | Clarify your brand's message | StoryBrand Certified Guide | Customer Experience Coach/Trainer | EQ Certified | Sales & Performance Coach| Best-Selling Author Highlights: 00:00 Game Start 00:33 Deirdre's introduction 01:21 Deirdre's values 03:04 Banding defi...

The CX Goalkeeper had the great opportunity to interview Anand Janefalkar LinkedIn Headline: Founder & CEO at UJET Highlights: 00:00 Game Start 00:53 Anand's intro 02:23 Anand's values 04:55 UJET.cx 11:07 human interaction has evolved. So Should your contact centre 12:44 Proactive Services 16:11 The role of Cloud 23:35 The Future of CX 25:58 Anand's book suggestion 27:17 Anand's contact details 27...