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

The CX Goalkeeper had the great opportunity to interview Joe Pine LinkedIn Headline: Speaker, management advisor, and author of such books as The Experience Economy, Infinite Possibility, Authenticity, and Mass Customization. Highlights: The progression of the economic value Mass Customization Measuring memorabilities The future of CX Joe's Golden Nugget and much more on https://www.cxgoalkeeper.c...

The CX Goalkeeper had the great opportunity to interview Colin Shaw LinkedIn Headline: Global Influencer in Customer Experience & Marketing | Financial Times Award For Leading Consultancy For Last 4 Years | Host of 'The Intuitive Customer' in Top 5% | Best-selling Author x 7 | Conference Speaker Highlights: 00:00 Game Start 00:51 Colin's introduction 06:19 Colin's values 08:31 The customer satisfa...

The CX Goalkeeper had the great opportunity to interview Zhecho Dobrev LinkedIn Headline: Author | Customer Experience and Behavior Science Consultant & Trainer Highlights: 00:00 Game Start 00:37 Zhecho's introduction 01:56 His values 04:16 Where does the idea of writing such a book come from? 07:39 why did you decide to write about emotions? 09:51 The emotional signature 16:41 Where should compan...

The CX Goalkeeper had the great opportunity to interview Bill Staikos LinkedIn Headline: Highlights: 00:00 Game Start 00:33 Bill's introduction 03:51 Bill's value 06:15 What is the intersection between Customer Experience and Employee Experience? 09:21 Why is this intersection getting more and more important? 14:05 Experience design, insights & Culture 16:11 How to leverage insights to improve thi...

The CX Goalkeeper had the great opportunity to interview Timothy Hughes LinkedIn Headline: Should have Played Quidditch for England Highlights: 00:00 Game Start 00:45 Timothy's introduction 02:00 Timothy's values 03:31 which changes have taken places over the last few months in relation to digital and customer experience? 10:04 How do you define social selling in the right way? 17:23 Customer Expe...

The CX Goalkeeper had the great opportunity to interview Carsten Ley LinkedIn Headline: OKR | Project | Agile & Experience Consultant | Keynote Speaker for Engagement & Getting things done Highlights: 00: Game Start 00:29 Carsten's Introduction 01:28 Carsten's Values 01:59 OKR Definition 04:27 from KPIs to OKRs 11:15 Starting with OKRs 14:31 ORK with an A at the end "Actions" 17:49 How is it possi...

The CX Goalkeeper had the great opportunity to interview Adam Toporek LinkedIn Headline : Helping organizations win with experience! ► Customer Service Expert ✪ Keynote Speaker ✪ Trainer ✪ Strategic Advisor Highlights: 00:00 Game Start 00:50 Adam's introduction 03:09 Which values drive you in life? 04:24 it's never too late to win with CX 07:35 how do you define defense and attack in customer serv...

The CX Goalkeeper had the great opportunity to interview Ilenia Vidili LinkedIn Headline: Customer Centricity Advisor | Author of Journey to Centricity | Keynote Speaker Highlights: 00:00 Game Start 00:32 Ilenia's Introduction 02:27 Ilenia's Values 04:22 Where does the idea from your book come from? 07:15 The balance between maximizing profit and humanizing business 11:51 Purpose & how can compani...

The CX Goalkeeper had the great opportunity to interview Rebecca Brown LinkedIn Headline: Award-Winning Customer Experience Consultant | Anti-bullying Advocate | Keynote Speaker | Feature Writer | Highlights: 00:00 Game Start 00:32 Rebecca's introduction 03:10 Rebecca's values 04:21 What's your understanding of diversity and inclusion in customer experience? 06:13 Are people only speaking about it...

The CX Goalkeeper had the great opportunity to interview Jonathan Daniels LinkedIn Headline: Leading Customer Centric Transformations. Highlights: 00:00 Game Start 00:36 Jonathan's introduction 03:14 Jonathan's value 04:45 Where did where did the idea of a CX Centric Maturity Assessment come from? 08:34 How is it structured? 11:26 why it's important to understand where we are (the as-is situation)...

The CX Goalkeeper had the great opportunity to interview Mandisa Makubalo LinkedIn Headline: Founder & Principal Practitioner at Unlimited Experiences SA Highlights: 00:00 Game Start 00:46 Mandisa's introduction 01:48 Mandisa's value 02:55 The idea of the article "5 Steps On How To Set Up Your CX Business Unit" 05:59 Overview of the article "5 Steps On How To Set Up Your CX Business Unit" 07:17 Th...

The CX Goalkeeper had the great opportunity to interview Ricky Harris LinkedIn Headline: Chartered Institute of Customer Management, Call Centre, Customer Services Master classes Highlights: 00:00 Game Start 00:32 Ricky's introduction 03:34 Ricky's values 05:26 The CX landscape in South Africa 7:36 What can we learn from South Africa 12:49 The role of the Chartered Institute of customer management...

The CX Goalkeeper had the great opportunity to interview Dennis Snow LinkedIn Headline: Customer Service Keynote Speaker, Consultant, and Author Highlights: 00:00 Game Start 00:30 Dennis' introduction 03:31 Dennis' values 05:19 Disney, what are the key ingredients to be so successful in this magic world? 09:30 Disney is offering a great experience But let's quite expensive... 13:38 People want alw...

The CX Goalkeeper had the great opportunity to interview Marianne Rutz LinkedIn Headline: We're the Experts in Helping Fast-Growth SMEs Transform Their Call Centre Operations into Powerhouse Profit Centres | Podcaster | Speaker Highlights: 00:00 Game Start 01:01 Marianne's Introduction 03:44 Marianne's Values 06:12 Operational Excellence Definition 08:11 Are companies good enough? 13:52 Do you hav...

The CX Goalkeeper had the great opportunity to interview Annette Franz LinkedIn Headline: Coach | Keynote Speaker | Author | Putting the "Customer" in Customer Experience Highlights: 00:00 Game Start 01:25: Annette Franz's Introduction 02:42 Annette Franz's Values 03:51 Where did the idea of the new book come from? 05:25 The 10 principles in the book 06:57 which principle did you enjoy writing the...

The CX Goalkeeper had the great opportunity to interview Adrian Brady-Cesana LinkedIn Headliner: Customer Experience Executive, Author of The Four CX Pillars & Host of The CXChronicles Podcast Highlights: 00:00 Game Start 00:38 Adrian's introduction 2:36: CX Chronicles 05:53 Adrian's Values 11:04 The Team 18:43 The tools 25:12 The Processes 32:32 The Feedback 38:09 Adrian's book suggestion 40:03 A...

The CX Goalkeeper had the great opportunity to interview Bruno Guimarães LinkedIn Headline: CX Solution Strategist Brazil | Founder - Amigos do CX | CXPA Brazil Regional Council | Ironman Triathlete | CXMStars™2022 – Top 5 CX Influencer | International CX Judge | Ana Carolina and Bento Father Highlights: 00:00 Game Start 00:56 Bruno's Introduction 03:25 Bruno's Values 08:07 The phygital customer 1...

The CX Goalkeeper had the great opportunity to interview Maxie Schmidt LinkedIn Headline: Vice President, Principal Analyst | Author | Keynote Speaker | Inspiring and Supporting Customer Experience Professionals Highlights: 00:00 Game Start 00:39 Maxie's Introduction 03:20 Maxie's Values 04:30 The broader CX landscape (Value, 07:28 Value for Customers 12:45 Different Value perception 14:37 How to...

The CX Goalkeeper had the great opportunity to interview Miles C. Thomas LinkedIn Headline: Chief Experience Officer - Creating Customer Centric Companies -Global customer service & experience leader - Contributing author CX3 - Chair of CX Judges - Top CX Influencer 2021/22 Highlights: 00:00 Game Start 01:18 Miles' Introduction 02:28 Miles' Values 04:10 Holistic Experiences 05:10 The Holistic Expe...

The CX Goalkeeper had the great opportunity to interview Dennis Wakabayashi LinkedIn Headline : Global Voice of #CX | Connector of people and resources to transform business | Digital Marketing Instructor | Author | Industry MC and Keynote Speaker Highlights: 00:00 Game Start 00:24 Dennis' introduction 01:00 Dennis' values 02:30 My family 05:00 My passion for soccer 07:30 The role of the goalkeepe...

The CX Goalkeeper had the great opportunity to interview Sandra Thompson LinkedIn Headline: Founder of the Ei Evolution CX & EX Consultancy| CX & EX Educator| 1st Goleman Emotional Intelligence Coach in the UK| TEDx speaker| Applied CX & EI course lead| Contributing author to PUNK XL Highlights: 00:00 Game Start 00:55 Sandra's Introduction 02:10 CX3 03:25 Sandra's Values 06:00 Definition of Emotio...

The CX Goalkeeper had the great opportunity to interview Rick Denton LinkedIn Headline: Customer Experience Transformation | 🎤Podcast Host - CX Passport🎧 | Keynote Speaker | I believe the best meals are served outside & require a passport Highlights: 00:00 Game Start 00:30 Rick's introduction 03:00 Rick's Values 05:40 What is changing and what is not changing in CX 08:25 Total Voice of Customers...

The CX Goalkeeper had the great opportunity to interview Jill Raff LinkedIn Headline: Expert Insights Turning Employees Into Advocates and Customer Magnets Consultant, Speaker, Show Host, Author, CEO/Founder of Jill Raff Group, LLC Highlights: * 00:00 Game Start * 01:00 Jill's introduction * 05:00 Jill's values * 06:19 EX2CX definition * 8:03 the importance of employee experience * 10:15 Inside-Ou...

The CX Goalkeeper had the great opportunity to interview Rick DeLisi LinkedIn Headline: Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World" and "The Effortless Experience" Highlights : 00:00 Game Start 00:56 Rick's Introduction 02:13 The Effortless Experience & experience engineering 06:40 Rick's Values 08:10 The weakness of book "the effortless experie...

The CX Goalkeeper had the great opportunity to interview Ozkan Demir . LinkedIn Headline: Chief Executive Officer - Pisano Highlights : 00:00 Game Start 00:50 Ozkan's Introduction 02:20 Ozkan's Values 04:30 His view of the CX landscape "The Total Experience" 06:49 Key ingredients for such a great success story 13:03 What are customers asking to Pisano? 15:11 The role of the team and some insights...