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CX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025 PREDICTIONS
Manage episode 458136041 series 3333377
Treść dostarczona przez Gregorio Uglioni. Cała zawartość podcastów, w tym odcinki, grafika i opisy podcastów, jest przesyłana i udostępniana bezpośrednio przez Gregorio Uglioni lub jego partnera na platformie podcastów. Jeśli uważasz, że ktoś wykorzystuje Twoje dzieło chronione prawem autorskim bez Twojej zgody, możesz postępować zgodnie z procedurą opisaną tutaj https://pl.player.fm/legal.
In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen!
Episode Summary
This episode is packed with insights from three CX leaders: Federico Cesconi, Michael Brandt, and Beppe De Vincenti. Together, they explore trends shaping the future of CX, emphasizing topics like agentic AI, employee empowerment, and personalization.
Federico shares his vision of agentic AI, describing a world where AI agents interact seamlessly with each other to fulfill complex customer needs. Imagine booking a holiday with one request while AI takes care of all the details—this kind of intelligent system is what Federico sees revolutionizing CX by 2025.
Beppe dives into the importance of company culture and the investment in employee training. As businesses face challenges in cultivating customer-centric environments, enhancing employee skills becomes a priority. Empowered employees lead to improved customer interactions and long-term success.
Michael adds a critical dimension, linking employee experience to customer experience. He highlights the need for stable, skilled teams to improve service and introduces the balance required for hyper-personalization. Overdoing it can alienate customers, but the right approach creates smoother, more personalized experiences.
The Top 3 Key Learnings
- Agentic AI Revolution: AI agents will transform how customers interact with services, simplifying tasks and providing highly efficient, human-like support.
- Employee-Centric Culture: Investing in employee training and experience drives better CX outcomes, ensuring employees are skilled, satisfied, and engaged.
- Balanced Personalization: Hyper-personalization has its limits. Companies must find a balance that feels tailored but not invasive to customers.
Chapters
00:00 Introduction and Guest Presentation
02:42 Discussion on Trends for 2025
11:16 Reflections on 2024 and Key Learnings
20:22 Closing Remarks
Keywords
customer experience trends, CX 2025, agentic AI, hyper-personalization, employee experience, customer-centric culture, AI in CX, CX leadership, future of customer experience, customer experience transformation
I’d love to hear your thoughts on this episode! What trend excites you most for the future of customer experience? Let us know by leaving a comment or review.
Also, follow and subscribe to the CX Goalkeeper Podcast to stay updated with future episodes:
Thank you for listening and supporting the CX Goalkeeper Podcast!
236 odcinków
CX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025 PREDICTIONS
THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
UdostępnijManage episode 458136041 series 3333377
Treść dostarczona przez Gregorio Uglioni. Cała zawartość podcastów, w tym odcinki, grafika i opisy podcastów, jest przesyłana i udostępniana bezpośrednio przez Gregorio Uglioni lub jego partnera na platformie podcastów. Jeśli uważasz, że ktoś wykorzystuje Twoje dzieło chronione prawem autorskim bez Twojej zgody, możesz postępować zgodnie z procedurą opisaną tutaj https://pl.player.fm/legal.
In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen!
Episode Summary
This episode is packed with insights from three CX leaders: Federico Cesconi, Michael Brandt, and Beppe De Vincenti. Together, they explore trends shaping the future of CX, emphasizing topics like agentic AI, employee empowerment, and personalization.
Federico shares his vision of agentic AI, describing a world where AI agents interact seamlessly with each other to fulfill complex customer needs. Imagine booking a holiday with one request while AI takes care of all the details—this kind of intelligent system is what Federico sees revolutionizing CX by 2025.
Beppe dives into the importance of company culture and the investment in employee training. As businesses face challenges in cultivating customer-centric environments, enhancing employee skills becomes a priority. Empowered employees lead to improved customer interactions and long-term success.
Michael adds a critical dimension, linking employee experience to customer experience. He highlights the need for stable, skilled teams to improve service and introduces the balance required for hyper-personalization. Overdoing it can alienate customers, but the right approach creates smoother, more personalized experiences.
The Top 3 Key Learnings
- Agentic AI Revolution: AI agents will transform how customers interact with services, simplifying tasks and providing highly efficient, human-like support.
- Employee-Centric Culture: Investing in employee training and experience drives better CX outcomes, ensuring employees are skilled, satisfied, and engaged.
- Balanced Personalization: Hyper-personalization has its limits. Companies must find a balance that feels tailored but not invasive to customers.
Chapters
00:00 Introduction and Guest Presentation
02:42 Discussion on Trends for 2025
11:16 Reflections on 2024 and Key Learnings
20:22 Closing Remarks
Keywords
customer experience trends, CX 2025, agentic AI, hyper-personalization, employee experience, customer-centric culture, AI in CX, CX leadership, future of customer experience, customer experience transformation
I’d love to hear your thoughts on this episode! What trend excites you most for the future of customer experience? Let us know by leaving a comment or review.
Also, follow and subscribe to the CX Goalkeeper Podcast to stay updated with future episodes:
Thank you for listening and supporting the CX Goalkeeper Podcast!
236 odcinków
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Best Of: Simplification at the Core: Lou Carbone on Refining Business Strategies 28:28
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Na później Na później Listy Polub PolubioneIn the ever-evolving customer experience landscape (CX), the CX Goalkeeper Podcast stands out by bringing thought leaders and industry pioneers to discuss the future of customer engagement and leadership. This "best of" is no exception, featuring an insightful conversation with Lou Carbone, a trailblazer in experience management and the founder of Experience Engineering. About the Guest: Lou Carbone Lou Carbone has been at the forefront of customer experience for decades, helping organizations shift their focus from transactions to transformative experiences. With a career spanning several years, Carbone’s methodologies have influenced countless businesses to reevaluate how they interact with their customers, making him a sought-after speaker and consultant in CX. For more on Lou Carbone’s work, follow him on LinkedIn or visit the Experience Engineering website. Three Key Learnings Simplification is Key: Simplifying customer and employee interactions can significantly enhance the overall experience. The Power of Emotional Engagement: Establishing an emotional connection with customers is crucial for building long-lasting relationships. Redefining Success Metrics: Moving beyond conventional metrics to include emotional and experiential measurements provides a more holistic view of customer satisfaction. Listen to the Episode Dive deeper into these insights by listening to Episode 167 of the CX Goalkeeper Podcast with Lou Carbone. Tune in to discover how to transform your organization’s customer experience from ordinary to extraordinary.…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 The CX Leadership Blueprint: Build It Right from Day One 27:41
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Na później Na później Listy Polub PolubioneIn Episode 233 of the CX Goalkeeper Podcast, host Gregorio Uglioni speaks with Sarah Caminiti, Head of Customer Service in the US at Acam and the host of the Epical Growth podcast. This episode dives deep into foundational leadership and how it shapes strong CX teams and business results. Sarah shares powerful, real-life insights on building empowered teams, asking better questions, and leading with empathy and purpose. This episode is a goldmine if you're a CX leader or an aspiring one. About the Guest Sarah Caminiti is a dynamic leader in customer experience, career coaching, and strategic alignment. She hosts Epochal Growth, a podcast that explores transformative leadership, empowerment, and the realities of the business world, celebrating the journeys of industry leaders and innovators. Active in the ElevateCX community, frequent panelist on industry webinars and a sought-after speaker, Sarah is also the creator of the RVA Framework, a tool that helps to align professional goals with core values for personal and career fulfillment. Through her work, Sarah inspires others to embrace alignment and growth, challenging assumptions and championing authenticity in leadership. Epochal Growth just completed it's first season and she is planning Season 2 for 2025 while also enjoying a little extra time with her family in Providence, RI. Relevant Links https://www.linkedin.com/in/sarah-caminiti-5827b784/ https://www.epochaloperations.com/ https://epochalgrowth.buzzsprout.com/ The Top 3 Key Learnings Foundational Leadership Matters Great CX starts with strong foundations—clear vision, trust, and empowerment are non-negotiables for team success. Ask Better Questions Intentional and empathetic questioning uncovers real needs, prevents assumptions, and fosters employee and customer growth. Retention Is the Future Customer retention, rooted in authentic relationships and consistent value, will be the key driver of sustainable business growth. Chapters 00:00 Introduction and Guest Welcome 00:56 Sarah's Background and Career 01:53 Core Values in Leadership 03:51 Foundational Leadership in CX 06:08 Practical Leadership Examples 11:14 Effective Questioning Techniques 16:24 Value Creation in Leadership 22:31 Advice for New CX Leaders 24:57 Future of CX and Final Thoughts We’d love to hear your thoughts! What did you learn from this episode? Please leave us your feedback, and don’t forget to follow and subscribe to the CX Goalkeeper Podcast: Apple Podcast Spotify Thank you for being part of our CX community!…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 The Disney Magic: Lessons Every Business Can Use Today 28:38
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Na później Na później Listy Polub PolubioneReleased date: April 2025 Episode Number: 233 Name of the guest: Vance Morris Why You Can't-Miss This Episode In this magical episode, Vance Morris shares powerful customer experience strategies straight from the Disney playbook. As a former Disney cast member and a business owner who successfully adapted these strategies into non-glamorous industries like carpet cleaning, Vance reveals how any business can create unforgettable experiences. This is a masterclass on turning ordinary services into extraordinary performances. About the Guest Vance helps business owners get, serve, and keep clients for life through creating experiences and response-required marketing. He is a former birth control factory security guard turned Disney leader, bankruptcy out-of-work executive turned carpet cleaner, and successful entrepreneur. Author of: Systematic Magic, 7 Magic Keys To Disnify Your Business, Tales From The Customer Service Crypt. Award: Longest reigning Marketer of the Year; 2015-2019 Relevant Links https://www.facebook.com/vance.morris.9/ https://www.linkedin.com/in/vancemorris/ https://www.vancemorris.com https://www.deliverservicenow.com The Top 3 Key Learnings Customer Experience Begins with Culture: Your business mission must be more than just a statement—it should guide every employee's actions, like at Disney. Every Interaction Is a Performance: Treat every customer touchpoint as a stage performance—consistency, enthusiasm, and personality matter. Emotion Drives Loyalty: Emotional connections create loyal customers who forgive mistakes and promote your business passionately. Chapters 00:00 Introduction and Guest Welcome 00:39 Meet Vance Morris: From Disney to Business Owner 05:10 The Magic of Disney: Lessons for Businesses 09:15 Creating Memorable Customer Experiences 14:24 Transforming Business with Personal Touches 23:19 The Importance of Employee Experience 26:33 Final Thoughts and Key Takeaways Keywords Disney customer experience, Vance Morris, Disney magic in business, customer service excellence, emotional connection in business, CX strategies, business transformation, Gregorio Uglioni podcast, employee experience, customer journey, customer loyalty tips, Disney cast member lessons, deliver service now, business culture tips, performance mindset in business. If you enjoyed this episode, please let us know! We'd love to hear your thoughts—leave a comment, share it with your network, and tell us what inspired you the most. And don’t forget to follow and subscribe to the CX Goalkeeper Podcast never to miss a magical conversation: Podcast Page: https://www.cxgoalkeeper.com/Podcast Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 The Way of Working Changed: Building Human-Centered Companies 28:30
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Na później Na później Listy Polub PolubioneIn this inspiring episode of the CX Goalkeeper Podcast, Luke Jamieson shares his bold vision for the future of work, customer experience, and employee engagement. From human-centered organizations to the power of authenticity and observability in CX, Luke’s energy, ideas, and real-life stories will challenge the way you think about leadership, workplace culture, and recognition. About the Guest Luke is one of the top global influencers and thought leaders on cx, employee engagement and the future of work. What made him this influencer? His rebellious, unconventional approaches, high energy, and creativity. Often referred to as the CX Larrikin he is an inspiring and refreshing keynote speaker, podcaster and blogger who's been featured in numerous publications including The Wall Street Journal and The Australian. He studied design thinking at D.school , Stanford University, is a certified LEGO® Serious Play® facilitator and the co-host of the wildly popular gameshow-like series Twenty20ish. Relevant Links https://www.linkedin.com/in/luke-jamieson/ https://www.youtube.com/@GdayLukeJamieson The Top 3 Key Learnings Authenticity drives connection. Being unapologetically yourself builds stronger relationships with teams and customers. Friction impacts both CX and EX. Removing it boosts satisfaction across the board, whether for a customer at 11 PM or an employee with a mic issue. Appreciation is the future of engagement. It’s not about prizes—it’s about seeing and valuing every contribution in the workplace. Chapters 00:00 Introduction and Guest Welcome 00:57 Luke Jameson's Background and Passion 01:56 The 2020ish Project 04:02 Values Driving Professional Life 06:12 Future of Work and Flexibility 10:24 CX Observability and Frictionless Experiences 17:36 Senses of Engagement and Recognition 24:35 Future Predictions and Closing Remarks Keywords customer experience, employee engagement, CX observability, future of work, flexible workplace, hybrid work, appreciation in the workplace, human-centered organizations, Luke Jamieson, Gregorio Uglioni, CX podcast, sense of engagement, reducing friction, workplace culture, reward and recognition, authenticity in leadership We’d love to hear from you! What was your biggest learning from this episode? Leave a comment, connect with us, or share the episode with your team! Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 The AI-Powered Data Revolution: What Leaders Need to Know 23:08
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Na później Na później Listy Polub PolubioneDiscover how to harness AI and cloud technology to revolutionize your data strategy. Aravind Nuthalapati explains how businesses can leverage AI-driven insights, overcome cloud migration challenges, and position themselves for competitive success. About the Guest Aravind is a Cloud Technology Leader specializing in big data and cloud technologies, where he focuses on driving strategic modernization of data ecosystems to support diverse analytics use cases. With a proven track record of delivering scalable and cost-effective solutions, Aravind Nuthalapati excels at aligning business objectives with innovative technology strategies. He has extensive experience leading large-scale big-data cluster management and cloud migration initiatives, driving significant architectural enhancements that optimize ROI and reduce operational expenses. Recognized for his ability to adopt and implement emerging technologies quickly, Aravind is a trusted advisor across functions. He is known for his cutting-edge AI, cloud, and data solutions expertise. Relevant Links https://www.linkedin.com/in/findaravind The Top 3 Key Learnings A strategic approach to modernizing data ecosystems involves aligning clearly with business objectives. Overcoming cloud migration challenges requires phased strategies, skill training, and the right tools. AI-driven analytics and automation will accelerate innovation, enhance predictive capabilities, and boost real-time decision-making. Chapters 00:00 Introduction to CX Goalkeeper Podcast 00:28 Meet Aravind, a Technology Enthusiast 00:44 AI Power Data Revolution: What Leaders Need to Know 02:20 Modernizing Data Ecosystems for Advanced Analytics 05:37 Challenges and Solutions in Cloud Migration 08:31 Best Practices for Delivering Cloud Solutions 12:02 Future of AI and Cloud Integration 15:38 AI Transforming Data Analytics: Next 3-5 Years 18:38 AI and Cloud: Vision for the Next 10 Years 20:08 Final Thoughts and Contact Information 20:35 Golden Nugget and Conclusion Rate and review the CX Goalkeeper Podcast. It means the world to us! Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve. About the Guest Peter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Although headquartered in Montreal, Québec, Canada, Peter’s clients come from every corner of the globe, so odds are he knows your city well. Peter’s passion for CX and BPO shines through in the connections he makes worldwide, and his ability to bring great people together is second-to-none. Contact Peter today and learn how he can help your business thrive in the dynamic world of customer experience outsourcing. Relevant Links https://ryanadvisory.com/about/ https://ryanadvisory.com/top-cx-predictions-for-2025/ Podcast: CX Files: https://cxfiles.libsyn.com/ The Top 3 Key Learnings Agent AI will redefine CX operations by supporting both agents and customers, increasing efficiency, and improving employee satisfaction. Mergers and acquisitions will shape the mid-market BPO space , as companies strive for scale, agility, and competitive advantage. Real-time voice translation will unlock new offshore opportunities , enabling businesses to provide multilingual services from non-native speaking regions. Top 3 Quotes "Agent AI is going to be the key AI driver in the CX space going into 2025." "In CX, anyone standing still is moving backwards—you must stay informed and adaptable." "Real-time automated voice translation could be one of the biggest game changers in our industry." Chapters 00:00 Welcome and Introduction 01:38 Guest Introduction: Peter Ryan 02:50 Values Driving Professional Career 04:23 Top CX Predictions for 2025 04:30 Agent AI Transformations 07:56 Consolidation of Mid-Market BPO Players 10:04 Real-Time Automated Voice Translation 14:25 Economic Impact on CX Budgets 16:29 Future of Customer Analytics 18:39 Fast Forward: CX in 10 Years 20:55 Final Thoughts and Golden Nugget Keywords customer experience, CX predictions 2025, Peter Ryan, Gregorio Uglioni, Agent AI, mid-market BPO, voice translation AI, CX trends, CX Goalkeeper Podcast, customer analytics, CX transformation, AI in contact centers, BPO consolidation, CX strategy, customer service innovation, offshore CX delivery, real-time voice AI, 👉 Please don’t forget to follow and subscribe to the podcast to stay up to date on CX trends: Podcast Page Apple Podcast Spotify…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Best Of: Pioneering CX Leadership: Karl Sharicz's Journey 34:03
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Na później Na później Listy Polub PolubioneIn this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it means to be a leader in the customer-centric world of today. What You'll Learn: Insights into Karl Sharicz's transformative CX career The essence of servant leadership in driving change Strategies for effective change management in CX How to navigate B2C environments with customer-centric strategies Karl's contact details: https://horizoncx.com/ https://www.linkedin.com/in/karlsharicz/ Follow, rate and review the podcast: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Customer Experience, Leadership, CX Strategy, Change Management, Servant Leadership, Business-to-Consumer, Karl Sharicz…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Highlight: Leading with Data and Harnessing AI with Jim Iyoob 33:16
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Na później Na później Listy Polub PolubioneFantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses. About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service. In This Episode, You Will Learn: How artificial intelligence is transforming customer service. The importance of a data-driven culture in modern businesses. Strategies for integrating AI with human intelligence to enhance customer experience. Jim Iyoob’s unique perspective on the future of customer interactions. Connect with Jim Iyoob: LinkedIn: Jim Iyoob Your Host: Gregorio Uglioni, host of the CX Goalkeeper Podcast Follow Gregorio for more smart discussions on CX, transformation, and leadership. https://www.linkedin.com/in/gregorio-uglioni/ CX Goalkeeper Podcast (audio) Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Don't forget to subscribe to the CX Goalkeeper Podcast on your favorite platform. Share this episode with your colleagues who are passionate about customer experience and AI. Leave a review and let us know what you think!…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Transforming Digital Insurance Space with CX 24:49
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Na później Na później Listy Polub PolubioneIn this episode of the CX Goalkeeper Podcast , I had the pleasure of speaking with Rajesh Sankaran , a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance , the challenges of balancing the human touch with technology , and why emotional value is key to customer loyalty. Rajesh shared valuable insights on AI, digital transformation, and personalization strategies in the insurance industry. If you want to understand how Netflix, Amazon, and other digital giants influence insurance CX, this episode is a must-listen! About the Guest Rajesh is an insurance and e-commerce executive and technology leader passionate about harnessing technology to solve business problems. With 25+ years of experience helping large Insurance, Manufacturing, Communications, and Technology enterprises grow and expand. He is a technologist who came up through development, business analysis, and program management, allowing me to manage implementing/supporting enterprise scale delivery to grow businesses and solve complex problems. He works with organizations on CRM rollout, data insights, and Agile delivery. In his current gig, he builds a platform for D2C sales. The customer is king, and he is obsessed with ensuring our customers get the best experience with every interaction—2nd runner-up in CXPA awards. Relevant Links https://www.linkedin.com/in/rajeshsank/ The Top 3 Key Learnings Digital Expectations Are Set by Other Industries – Customers don’t compare insurers to other insurers. They compare them to Netflix, Amazon, and Apple , expecting the same level of speed, simplicity, and convenience . Emotional Value Drives Customer Loyalty – Customers stay with insurers not just for price, but for the experience . Insurers must focus on human-to-human interactions , even in digital channels. AI and Automation Are Essential, but Human Touch Matters – AI can improve efficiency , but customers still want a human connection when facing complex or emotional decisions. Insurers must blend automation with personalized support . Chapters 00:00 Introduction and Guest Welcome 00:22 Rajesh Sankaran's Background 01:07 Core Values in Professional Life 01:47 Digital Transformation in Insurance 04:54 Challenges in Delivering Customer Experience 13:00 Balancing Technology and Human Touch 20:01 Future of AI in Insurance 22:19 Looking Ahead: The Future of Insurance 23:43 Conclusion and Final Thoughts Keywords digital insurance, customer experience in insurance, CX transformation, AI in insurance, insurance digitalization, omnichannel insurance, personalized insurance, customer loyalty in insurance, insurance technology, emotional value in CX, future of insurance, AI-driven CX, insurance automation, human touch in insurance,…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Highlight - Uplifting Eastern Bank: Human Centred Transformation with Rich Dorfman 32:16
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Na później Na później Listy Polub PolubioneWith Rich Dorfman, a seasoned CX professional from Eastern Bank, we discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization. Key Highlights: Rich Dorfman's journey and role in transforming customer experience at Eastern Bank. The evolution of customer expectations in the banking sector. Strategies for aligning CX with corporate objectives. The crucial link between employee satisfaction and customer happiness. Rich Dorfman's perspective on the future of customer experience. Connect with Rich Dorfman: LinkedIn: https://www.linkedin.com/in/richdorfman/ Subscribe and Follow: Don’t miss out on future episodes! Subscribe to the CX Goalkeeper Podcast Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast, CustomerExperience, CX in Banking, Leadership, Digital Transformation, Rich Dorfman, Business Strategy, Employee Engagement, CX Insights…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Innovate or Die: Why Proactive Service is Key to Lasting Success 26:55
26:55 Na później Na później Listy Polub Polubione26:55
Na później Na później Listy Polub PolubioneIn this episode of the CX Goalkeeper Podcast, Valerie Peck shares her insights on why proactive service is key to long-term business success. We explore the power of innovation, the role of data in anticipating customer needs, and why reactive customer experience strategies are no longer enough. This episode is a must-listen if you want to stay ahead in the competitive CX landscape! About the Guest Valerie leads Elevate-X Consulting, where she helps organizations integrate customer intelligence into every aspect of their business, from strategy to data activation. Her expertise in customer intelligence-driven experience management has been honed over a distinguished career marked by strategic leadership and a commitment to innovation. Valerie is an entrepreneur and developed the pioneering experience mapping tool SuiteCX and led several consultancies before selling SuiteCX two years ago. Now, back in consulting, her approach integrates data-driven and 1-to-1 management consulting principles with the ‘how-to’ of technology implementation, ensuring customer success is at the forefront of every initiative. She helps her clients champion advancements in understanding where they are with their ability to delight their customers and enhance retention, acquisition, and loyalty. She believes that Applied Customer Intelligence and the innovation it enables make and keep both B2B and B2C companies ever more competitive. Relevant Links linkedin.com/in/valerie-peck-4b143 The Top 3 Key Learnings Proactive CX Strategies Win: Businesses that anticipate customer needs and offer solutions before issues arise create stronger, long-term customer relationships. Data is a Game-Changer: Leveraging customer data allows companies to predict trends, personalize experiences, and increase revenue through targeted engagement. Company Culture Drives CX Success: Hiring the right people and fostering a culture of innovation are essential for creating a customer-centric organization. Chapters 00:00 Introduction and Welcome 00:32 Meet Valerie: A Journey in Customer Experience 03:41 Innovate or Die: Proactive Service for Success 05:24 Defining Customer Experience 06:48 Valerie's Best and Worst Customer Experiences 11:02 Proactive Customer Experience Strategies 13:01 The Role of Data and Feedback in CX 17:39 Building a Proactive Company Culture 19:51 Future Trends in Customer Experience 25:16 Valerie's Golden Nugget and Conclusion Keywords customer experience, CX innovation, proactive customer service, customer intelligence, CX strategy, predictive analytics, business transformation, customer loyalty, brand promise, digital transformation, CX leadership, customer data, AI in CX, proactive engagement, customer retention, future of CX, CX metrics, innovation in customer experience, Did you enjoy this episode? Don’t forget to follow and subscribe to the CX Goalkeeper Podcast! Podcast Page: CX Goalkeeper Apple Podcast: Listen on Apple Spotify: Listen on Spotify We’d love to hear your feedback! Let us know your thoughts and suggestions to keep improving the podcast.…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 HIGHLIGHT: Strategy for Sustainable Growth 21:33
21:33 Na później Na później Listy Polub Polubione21:33
Na później Na później Listy Polub PolubioneUnlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This is one outstanding REPLAY of the top episodes! This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures. Monika Schulze, a luminary in strategic marketing, shares her unparalleled insights on navigating the digital age with a customer-centric approach. Don't miss this masterclass in leveraging challenges for growth, understanding the evolving role of CMOs, and preparing for the future with AI. Key Learnings The Power of Curiosity: A curious mindset is the bedrock of innovation and growth. Strategic Alignment: The alignment of goals across the organization and with strategic partners is key to achieving sustainable success. Cultural Sensitivity in Leadership: Effective leadership transcends cultural boundaries through empathy and understanding. Monika's linkedin profile: https://www.linkedin.com/in/monikaschulze/ Dive deeper into the conversation and join our growing community: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Tune in for this incredible episode and become part of the conversation shaping the future of customer experience and leadership. Please leave a comment and rate this podcast.…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 Creating Workplaces Where People Thrive: A New Approach to Wellbeing 40:09
40:09 Na później Na później Listy Polub Polubione40:09
Na później Na później Listy Polub PolubioneWorkplace wellbeing is more than just a buzzword—it’s a game-changer. In this episode, Craig Fearn , a leading expert in workplace wellbeing, shares powerful insights on how organizations can create environments where employees thrive . From understanding the true meaning of wellbeing to shaping a positive workplace culture , this episode is packed with practical strategies that leaders can apply immediately. If you’re a business leader, CX professional, or someone passionate about creating a better work environment, this episode is a must-listen! About the Guest Craig Fearn wants to change the way we think about wellbeing right down to the words we use and the gestures we make to encourage a mindset shift across businesses. As the Wellbeing Ambassador for the Chartered Institute of Directors, Craig is leading this change across the UK by empowering organisations of all sizes, across all sectors to create workplaces with a positive wellbeing culture. Craig understands the foundations of sustainable wellbeing and his strategies, tools and workshops deliver results that empower teams to rethink their wellbeing, and what is sustainable for them at work and in life. Beyond his corporate work, Craig also provides NED and advisory services and is the Chief Advisor of Book of Beasties, a wellbeing game for families and schools. Craig believes we all deserve to live free of mental wellbeing struggles and champions a whole-self approach to managing stress, anxiety and burnout. Relevant Links https://www.craigfearn.com/ www.linkedin.com/in/craig-fearn1 The Top 3 Key Learnings Wellbeing is deeply personal and varies for each individual. There is no universal definition, so businesses must create adaptable strategies that cater to diverse employee needs. Leaders must focus on the "why" behind their wellbeing initiatives. Is it just a tick-box exercise, or is it a true commitment to employee happiness, retention, and long-term success ? The intent behind workplace wellbeing efforts determines their effectiveness. Culture is the backbone of employee wellbeing. Companies cannot fix wellbeing issues with pizza Fridays or token wellness perks . Instead, embedding a genuine culture of care, flexibility, and trust is the only sustainable way forward . Chapters 00:00 Introduction to Today's Topic 00:42 Meet Craig Fearn 02:37 Core Values in Professional Life 05:08 Defining Wellbeing 07:50 Creating a Positive Wellbeing Culture 24:11 The Importance of Flexibility in the Workplace 31:40 Strategies for Improving Workplace Wellbeing 39:33 Conclusion and Final Thoughts Enjoyed this episode? Follow and Subscribe to the CX Goalkeeper Podcast! Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 HIGHLIGHT: Charting the Future: AI, Culture, and Leadership in Customer Service 30:39
30:39 Na później Na później Listy Polub Polubione30:39
Na później Na później Listy Polub PolubioneJoin us on the CX Goalkeeper Podcast for the replay of a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience. This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's knowledge and wisdom provide valuable lessons for professionals at all levels. Key Highlights: Empathy in Leadership: Jeremy discusses the importance of empathy and understanding within teams to foster a positive service culture. The Balance of Technology and Human Touch: Insights into how technology can be integrated without losing the human aspect of customer service. Continuous Improvement: Jeremy shares his approach to improving customer experience continuously, even in the face of limited resources. Follow, rate and review the Podcast: Don't miss out on future episodes - https://www.cxgoalkeeper.com/podcast Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK #CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService…
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THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership
1 PIVOTING STRATEGIES FOR TOUGH CUSTOMERS & TOUGH EMPLOYEES 30:08
30:08 Na później Na później Listy Polub Polubione30:08
Na później Na później Listy Polub PolubioneWhy You Can't-Miss This Episode In this captivating episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys? , to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement. About the Guest Marilyn Suttle has a proven track record of transforming customer relationships and elevating employee wellbeing. She works with organizations that want to stand out as the business of choice. A bestselling author, of three customer service books, including "Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan" Marilyn is the President of Suttle Enterprises, a personal and professional growth training firm that works with multi-cultural organizations. Marilyn's programs have a strong focus on developing communication skills and implementing wellbeing practices to handle even the most difficult clients and colleagues. Her highly engaging programs, coaching, and consulting services are sought after by professionals across various industries, from Fortune 500 companies to startups. Marilyn's extensive experience with online community management and social media has also helped brands engage deeply with their target audience, fostering strong and enduring customer loyalty. As a speaker, Marilyn is known for delivering high-content, humorous presentations that engage and inspire action long after her programs end. Relevant Links LinkedIn: http://www.linkedin.com/in/marilynsuttle The Top 3 Key Learnings Empathy First: Start with understanding and validating the customer’s or employee’s emotions. Simple phrases like "You're right" can disarm tension and build trust. Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence. Resilience Through Leadership: Leaders should prioritize their own well-being and model healthy work-life boundaries, fostering a culture of care and productivity. Chapters 00:00 Introduction and Welcome 00:33 Meet Marilyn Suttle 03:09 Core Values and Passion 05:27 Handling Difficult Customers 09:29 Leadership and Employee Support 15:27 Resilience and Well-being 17:40 Personal Practices for Success 20:37 Setting Boundaries with Customers 25:34 Future of Customer Experience 27:14 Final Thoughts and Contact Information Keywords customer experience, empathy in customer service, dealing with tough customers, Marilyn Suttle, CX podcast, resilience in leadership, customer engagement strategies, employee engagement, effective communication, leadership coaching, handling customer complaints, role of empathy in CX, CX podcast episode, Your feedback is a gift—share your thoughts, questions, or ideas with us! Apple Podcast: Listen on Apple Podcasts Spotify: Listen on Spotify Let’s continue the conversation on transforming customer and employee experiences!…
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