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...

We sit down with Tim Sherwood from Avaya, a trailblazer in the field of customer experience (CX) and digital transformation. Join us as we explore the depths of leadership and the strategies that are reshaping the world of CX today. This conversation is filled with nuggets of wisdom that will challenge you to rethink your approach to business and leadership. In This Episode, You Will Learn: How to establish and nurture impactful connections within your professional and personal...

In 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 careerThe essence of...

Joey Coleman, author of "Never Lose an Employee Again," joins us to delve into the critical elements of employee retention and the role leadership plays in it. As Joey says, "There's always an opportunity to treat humans as humans," and he gives actionable advice on how to do that. HighlightsThe significance of the 'First 100 Days' in an employee's journey"When we understand what another person is going through, it makes connection easier and bonds stronger." - Joey ColemanHow a culture of...

Human-centricity and transformative leadership. We're thrilled to have DeAnna Avis, a luminary in the fields of brand strategy and leadership, join us for an insightful conversation you won't want to miss.🎧 What You'll Discover 🎧 The Essence of Human-Centric Brands: Why putting humans at the center of your brand is more than a trend—it's a business imperative.Leading Business Transformation: DeAnna demystifies the art and science of steering a company through change and disruption.The Role of...

In this episode of the CX Goalkeeper Podcast, we navigate through the labyrinth of B2B sales strategies with an emphasis on human-centric approaches. We're honored to host Jim Rembach, a seasoned expert in the field, shedding light on the crossroads of customer experience, leadership transformation, and B2B sales.🌟 What You'll Learn Human-Centric Approach: The irreplaceable value of human interactions amidst the rising tide of AI and automation in B2B sales.Myth-Busting Technology: Unveiling...

In this episode of the CX Goalkeeper Podcast, we are honored to host a legend in the Customer Experience (CX) domain, Peter Pirner. With an illustrious career dedicated to refining CX strategies, Peter imparts a wealth of knowledge and actionable insights for our audience. 🌟 What You'll Learn Peter Pirner's Journey in CX: Dive deep into Peter’s rich journey in CX, exploring the experiences that shaped his expertise and vision. The Importance of Customer Feedback: Discover the pivotal role...

In this episode of the CX Goalkeeper Podcast, we delve deep into the realms of Customer Experience (CX) and Employee Experience (EX). We're honored to host Ozkan Demir and Orcun Irfan, thought leaders from Pisano, a company revolutionizing CX and EX solutions. 🌟 What You'll Learn The Spark Matrix Report: Why it's a game-changer in the CX industry.Employee Experience (EX): Orcun Irfan's unique framework and why EX is the other side of the CX coin.Technology's Role: How tech is shaping Voice of...

Welcome to this enlightening episode of the CX Goalkeeper Podcast. Today, we're thrilled to have Roy Atkinson, CEO and Principal Advisor at Clifton Butterfield LLC, join us. We delve deep into the intricacies of digital transformation, the role of culture, and the importance of leadership. This episode is a must-listen for anyone interested in Business Transformation, Leadership, and Customer Experience. Key Take-away The Real Essence of Digital Transformation: It's not just about technology;...

In this episode, we're joined by Diane Magers, a thought leader in the realms of Customer Experience and Leadership. We discuss the evolving landscape of leadership, the critical role of resilience, and the future of customer experience. Plus, don't miss Diane's "Golden Nugget" of wisdom that could be a game-changer for your organization. 📣 Key Quotes "Resilience is about the ability to know yourself and know the environment." - Diane Magers"Staying human is my secret ingredient in...

Deep dive into the intertwined worlds of Corporate Social Responsibility (CSR) and leadership with our esteemed guest, Bob Azman. Discover the transformative power of CSR in today's business landscape and the pivotal role leadership plays in driving these initiatives. 🔍 In This Episode, You'll Learn: The essence and importance of CSR in modern businesses.Real-world examples of companies excelling in CSR.How leadership can make or break CSR initiatives.Bob Azman's personal experiences and...

In this enlightening episode, we're joined by Susanna Baque, a trailblazer in the Customer Experience (CX) domain. Dive deep with us as we explore the essence of transforming customer insights into actionable strategies, the future of CX, and the undeniable link between employee well-being and customer satisfaction. Key Takeaways: Susanna's unique journey into the world of CX and the influence of personal values.The pivotal role of customer feedback in shaping CX.Strategies to dismantle...

In this enlightening episode, we're joined by Jennie Lewis, a trailblazer in the realm of customer experience and mobile app dynamics. Dive deep with us as we explore the intricacies of mobile app measurement, leadership lessons, and the magic of team synergy. Key Takeaways: The meteoric rise of mobile apps in the business world. Strategies for measuring user engagement and retention. Leadership insights from Jenny's journey from email to mobile. The undeniable power of team dynamics and...

In this compelling episode of the CX Goalkeeper Podcast, we're joined by Clare Muscutt, the visionary founder and CEO of Women in CX (WiCX). Delve into the intricacies of modern Customer Experience (CX) as Clare shares her profound insights on the rapid evolution of the industry. From the transformative power of data analytics and machine learning to the challenges and opportunities they present, Clare emphasizes the need for professionals to adapt and innovate. Clare, with her rich...

In the latest episode of the CX Goalkeeper Podcast, our host Gregorio Uglioni had an insightful discussion with Stefan Leuthold, a renowned expert in the field of human-centered design. Stefan, who hails from Stimmt, a Swiss consulting company specializing in customer experience, shared his wealth of knowledge and experience spanning over two decades.Today's Top Player: Stefan LeutholdStefan Leuthold is a man of many hats - a father, husband, entrepreneur, consultant, and a scholar with a...

In this enlightening episode of the CX Goalkeeper Podcast, we dive into the transformative power of technology in enhancing customer experience. Our special guest, Federico Cesconi, co-author of Sandsiv+, shares his insights on how artificial intelligence (AI) and machine learning are revolutionizing the customer experience landscape. Federico, CEO of Sandsiv, takes us through his journey of creating a universal framework for Customer Experience Management. He emphasizes the importance of...

In the recent episode of the CX Goalkeeper Podcast, Gregorio Uglioni engaged in an insightful discussion with Marcus Köhnlein, a seasoned expert in digital transformation and customer experience. The conversation traversed the landscape of digital transformation, its profound impact on customer experience, and the leadership required to steer these initiatives. Marcus is a seasoned expert and thought leader in the realm of digital transformation. With a wealth of experience and a robust...

It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether...

Welcome back to another episode of the CX Goalkeeper Podcast! In this episode, we're thrilled to have Rob Dwyer, a seasoned expert in the contact center and BPO industry, join us for a deep dive into the world of customer experience. Rob shares his journey from the mortgage business to his current role, where he's making a difference in the lives of customers and employees alike. He also gives us a glimpse into his podcast, Next in Queue, and shares a memorable shopping experience that turned...

The CX Goalkeeper had the great opportunity to interview Justin Robbins LinkedIn Headline: Founder & Principal Analyst at Metric Sherpa Highlights: 00:00 Introduction 00:46 Topic of energizing and motivating people in customer experience transformation 01:52 Introduction of Justin Robbins 02:58 Justin Robbins on his values and integrity 03:57 Discussion on Justin's passion for barbecuing 05:15 The gap between customer experience aspirations and delivery 07:30 Coping with the gap and...

The CX Goalkeeper had the great opportunity to interview Nate Brown LinkedIn Headline: Senior Director of CX at Arise, Co-Founder of CX Accelerator Building Engaging Communities with Nate Brown Highlights: 00:00 Game Start 01:26 Nate's Introduction 03:52 Nate's Values 05:42 CX accelerator 09:02 Here for real 10:54 Biggest Learnings 14:03 The role of communities 17:31 The role of communities in relation to CX 24:55 Nurturing communities 29:52 Strengthening 33:38 The Future 36:03 Book...

The CX Goalkeeper had the great opportunity to interview Uku Tomikas LinkedIn Headline: Delivering reliable and secure business messaging while fighting fraud! Hit me up and let's talk #businessmessaging #SMS #Viber #RCS #Whatsapp Highlights: 00:00 Game Start 00:28 Uku's Introduction 04:29 Uku's Value 06:27 Messente's Value Prop 09:20 Messaging Platforms 11:27 The Messente Platform 15:41 Engagement Rate 21:12 Case Study 24:44 CEO Key Learnings 26:43 Book Suggestion 27:41 Contact Details...

The CX Goalkeeper had the great opportunity to interview Michael Lewrick LinkedIn Headline: Bestselling Author | Speaker | Senior Advisor | Trainer Highlights: 00:00 Game Start 01:16 Michael's Introduction 02:19 Michael's Values 03:23 His passion for design thinking 05:13 Why 4 books? 08:00 Defining Design Thinking 11:50 Exploiting the power of Design Thinking 13:27 Leveraging Design Thinking in private life 16:17 Design Thinking Toolkit 18:55 Design thinking for business growth 21:07 A real...