Gregorio Uglioni, is joined by Barbara Van Duin, a seasoned service designer from Houten, the Netherlands. Barbara brings her expertise in transforming childcare experiences through innovative service design and customer journey mapping. Barbara's LinkedIn Profile: https://www.linkedin.com/in/barbaravanduin/ Why You Can't Miss This Episode: Insights into Customer Journey Redesign: Discover how Barbara tackles the unique challenges of redesigning services tailored for children, providing...

In this compelling episode of the CX Goalkeeper Podcast, your host, Gregorio Uglioni, sits down with Neil Greenwood, a seasoned leader in customer experience from NHS Blood and Transplant. Together, they delve into the intricacies of enhancing the donor journey, discussing strategies that not only improve experiences but also save lives. Why You Can't Miss This Episode: Insightful Leadership Strategies: Neil shares his unique perspective on leading CX initiatives within the healthcare...

Dive into the transformative world of digital technology with Antonio Grasso, a leading expert in digital transformation and the author of "Post Digital Society." In this compelling episode of the CX Goalkeeper Podcast, our host, Gregorio Uglioni, explores the evolving landscape of digital innovations that are shaping our future. Antonio Grasso: Antonio Grasso is the Founder and CEO of Digital Business Innovation Srl, a thriving startup leading the way in artificial intelligence, the...

A deep dive into the transformative world of Artificial Intelligence (AI) with the renowned expert, Dr. Joerg Storm. With over two decades of experience in AI and digital transformation, Dr. Storm brings unparalleled insights from the frontline of AI's integration into business and leadership. connect with Dr. Jörg Storm over Linkedin: https://www.linkedin.com/in/joergstorm subscribe to Dr. Jörg Storm's newsletter "Digital Storm" here: https://drstorm.substack.com/subscribe Why You Can't...

Introduction In this groundbreaking episode of the CX Goalkeeper Podcast, we dive deep into the transformative world of customer experience (CX) with Qaalfa Dibeehi, a seasoned expert in mindset transformation and behavior modification. Join us as we explore the intersection of CX, leadership, and sustainable business practices, offering you an unparalleled journey into the future of business and customer engagement. Follow Qaalfa on LinkedIn:...

Welcome, Today, we have the privilege of hosting Suvi Lindfors, a luminary in the customer experience, particularly customers' feedback domain. With her profound insights into Voice of the Customer (VoC) technologies and employee empowerment, this episode is a goldmine for anyone keen on elevating their business. Lumoa's webpage: https://www.lumoa.me/ Follow Suvi on LinkedIn: https://www.linkedin.com/in/suvilindfors/ Why You Can't Miss This Episode: Unlock the secrets to leveraging Voice...

Katrin Yuan and Greg, the host, dive deeper into the realms of AI, IoT, and digital transformation, offering a broader perspective for CX professionals, digital leaders, and technology enthusiasts. About Katrin: Katrin J. Yuan is an award-winning executive with a background in technology, strategy, and business transformation in international corporations and startups. She is a five-time Board Member, Chair of the AI Future Council, lectures at universities, and serves as a Jury Member for...

I am honored to feature Stacy Sherman, a renowned expert in customer experience and leadership. Stacy shares her invaluable insights into transforming customer interactions, humanizing business processes, and leading with integrity and compassion. This episode is a goldmine for professionals in CX, digital, customer service, and senior management, offering actionable strategies to elevate your career and business. Connect with Stacy on LinkedIn:...

Dive into the transformative world of customer experience with Gabriela Ciupitu on the CX Goalkeeper Podcast. This episode, brimming with actionable insights and strategies, offers a deep dive into CX innovation in Romania and the power of community in elevating CX practices. Whether you're a seasoned professional or new to the field, Gabriela's expertise will guide you through the complexities of CX, offering fresh perspectives and inspiration. contact Gabriela on LinkedIn:...

Step into the future of customer experience with our latest CX Goalkeeper Podcast episode, where we delve into transformative strategies for enhancing customer engagement. This episode features a riveting conversation with a renowned expert in the field, sharing invaluable insights on leveraging technology, emotional intelligence, and innovative practices to elevate customer interactions and business outcomes. Discover actionable advice, forward-thinking ideas, and practical tips that will...

Unlock transformative insights in customer experience with our latest CX Goalkeeper Podcast episode featuring Manu Dwievedi. Dive deep into the strategies that are reshaping the AI landscape, offering listeners actionable advice and cutting-edge trends. This episode is a great episode to listen to for professionals aiming to elevate their CX game. Get ready to be inspired and empowered to make a significant impact in your field. Manu Dwievedi deep dives into the realm of artificial...

Transform Your Approach to Customer Experience with insights from the forefront of design thinking and innovation in this must-listen episode of the CX Goalkeeper Podcast. Host Gregorio Uglioni welcomes Beppe De Vincenti, a visionary in customer experience and human-centered design, to share his expertise and insights that are transforming the CX landscape. In a world where customer expectations are constantly evolving, Beppe De Vincenti provides a roadmap to staying ahead through innovative...

Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. 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,...

In this game-changing episode of the CX Goalkeeper Podcast, join us as we explore the dynamic intersection of AI and Customer Experience with industry expert, Ashish Santhalia. Discover how AI is not just enhancing but revolutionizing the way businesses interact with their customers. Ashish dives deep into the impact of AI-driven tools on agent performance, customer satisfaction, and the overall CX landscape. Learn about the transformative power of data-driven insights, the future trends in...

🚀 Welcome to a groundbreaking episode of the CX Goalkeeper Podcast! Today, we're joined by Alyona Medelyan, CEO of Thematic, who shares her expert insights on how AI is transforming customer experience. 🔍 In this episode, Alyona delves into: AI's Role in Customer Feedback Analysis: Discover how AI can sift through customer feedback to provide actionable insights.The Essence of Net Promoter Score: Unravel the importance of NPS in gauging customer loyalty and satisfaction.Creating Custom...

Join us on the CX Goalkeeper Podcast for 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...

Welcome to another riveting episode of the CX Goalkeeper Podcast, where we delve into the art and science of customer experience (CX). In this episode, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX. About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and unique perspectives to our podcast. This episode is a deep dive into the...

Welcome to the CX Goalkeeper Podcast's special episode: Reflections & Predictions with CXPA Switzerland's Experts! In This Episode: Expert Insights: The board of the CXPA Switzerland: Michael Grund, Barbara Van Duin, Yukka Hekanaho, Anne-Laure Vaudan, and Beppe De Vincenti share their unique perspectives. 2023 in Review: A look back at AI integration, human-centered design, and business strategy alignment in CX. Predictions for 2024: Our panel discusses their hopes and predictions,...

Dive into the world of Customer Experience Community with the CX Goalkeeper Podcast's Holiday Season special! Host Gregorio Uglioni brings together a panel of CX All-Stars to reflect on the impactful trends of 2023 and forecast the exciting developments awaiting us in 2024. Featured Guests: Rob Dwyer, Dennis Wakabayashi, Claire Boscq, Paul Banks, Stacy Sherman, Rick Denton, and Nate Brown I asked 2 questions to every guest: Reflection on 2023Preparing for 2024’s challengesWhether you’re a CX...

Welcome to a groundbreaking episode of the CX Goalkeeper Podcast, where we dive deep into the world of AI and its impact on customer experience and leadership. In this episode, our host Gregorio Uglioni is joined by Paul Banks, an expert in AI and the Founder and Managing Director of Javelin content management. Get ready to explore the fascinating intersection of technology and humanity, and how it's reshaping the business landscape. About This Episode: Are you ready to unlock the secrets of...

Ee delve into the realm of customer experience with Rich Dorfman, a seasoned CX professional from Eastern Bank. 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...

In this enlightening episode of the CX Goalkeeper Podcast, we have the privilege of hosting Zarina Pasalic, a visionary leader in the realm of digital customer experience. With over two decades in the IT and telecommunications industry, Zarina brings a wealth of knowledge and insights that are indispensable for anyone looking to make strides in customer experience and digital transformation in B2B enterprises. What You'll Learn: The evolving landscape of digital customer experience in B2B and...

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...

Welcome to another engaging episode of the CX Goalkeeper Podcast! Today, we’re thrilled to present "Distilling the Essence of CX: The CX World Games with Chris Brooks." Dive deep into the world of Customer Experience (CX) with our esteemed guest, Chris Brooks, a renowned CX consultant and the visionary behind the CX World Games. About Chris Brooks: Chris Brooks stands at the forefront of CX innovation. With a career spanning several years, he's a thought leader who believes in practical...