Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About G ...
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A podcast comprised of intimate interviews with exciting entrepreneurs and leading industry experts who open up and share their amazing business experiences. This is the best place to find meaningful conversations with industry leaders, insider knowledge, and key business resources all for free.
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What would a world illuminated with magical experiences look like, rather feel like? Well, having envisioned it, I curated this customer experience podcast CX...Oh! to help people serve better and concoct experiences that are memorably superlative in nature. Join me, Supriya Sharma, your fond host in making it a reality! Each episode contains didactic information to inspire you to capitalise on the experience ecosystem and sprinkle stardust in your profession, personal life, and community.
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EMPOWERING LEADERS TO GET EXECUTIVE BUY-IN
26:52
26:52
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26:52
In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyo…
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STRATEGIES FOR A MEANINGFUL HUMAN CENTRIC CULTURE
23:42
23:42
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23:42
In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governanc…
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THE MYSTERY SHOPPING BLUEPRINT: DRIVING CUSTOMER PURCHASES
33:32
33:32
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33:32
Why You Can't Miss This Episode In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a vibrant and insightful conversation with Claire Boscq, a seasoned keynote speaker and customer experience expert. Claire shares her journey from hotel management to becoming a mystery shopping expert, discussing the profound impact of co…
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Why You Can't-Miss This Episode Discover the transformative power of the "Jobs to Be Done" framework with Eckhart Boehme, as he shares invaluable insights on customer behavior and strategy implementation. About the Guest Eckhart Boehme has more than 30 years of global experience in marketing, product management and skills development. Eckhart, an 1…
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Gregorio Uglioni discusses with Michael Brandt the critical intersection of employee engagement and customer experience. Michael shares insightful strategies and real-world examples of how to create a thriving workplace environment that drives customer satisfaction. About the Guest Michael Brandt is an experienced professional in customer and emplo…
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The Experience of Benson Mukandiwa at the CX World Games 2024
6:44
6:44
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6:44
The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
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MASTERING CX AND DIGITAL INNOVATION: GLOBAL INSIGHTS
36:51
36:51
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36:51
Why You Can't Miss This Episode Discover the transformative journey of Hussein M. Dajani as he shares his extensive experience in customer experience, digital transformation, and leadership across top global brands like Nissan, Deloitte Digital, and Red Bull. Hussein's unique insights into customer-centric strategies and innovative solutions will i…
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The Experience of Fatima Tomoum at the CX World Games 2024
6:21
6:21
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6:21
The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
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Why You Can't Miss This Episode Join us as we explore the intricacies of customer experience with Sean Albertson, an expert in the field with over two decades of experience. Learn about his innovative "4Rocks" framework that helps businesses transform their customer journeys and drive loyalty. About the Guest Sean Albertson, a CX leader for 20+ yea…
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The Experience of Nate Brown at the CX World Games 2024
7:38
7:38
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7:38
The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
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EVOLVING EXCELLENCE: LEADERSHIP & TECHNOLOGY
32:13
32:13
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32:13
Discover the transformative power of customer experience with Heverton Anunciação, a leading expert in the field. Learn actionable strategies to bridge technology and customer service, essential for thriving in today's digital environment. About the Guest: Heverton Anunciação was voted among the world's top 10 influencers in CRM, Data Governance, a…
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The Experience of Michael Brandt at the CX World Games 2024
9:06
9:06
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9:06
The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
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DISTILLED WISDOM: JAY BAER ON HUMAN-CENTRIC TRANSFORMATION AND LEADERSHIP
24:08
24:08
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24:08
Join us as we dive into an insightful conversation with Jay Baer, a renowned customer experience and business growth expert. Discover Jay's unique approach to creating value, his latest book on the power of speed in business, and his intriguing side passion that connects deeply with his professional philosophy. About the Guest Jay Baer is a busines…
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The Experience of Jessica Noble at the CX World Games 2024
8:16
8:16
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8:16
The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
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195: Richard Ssebaggala - How leadership impacts customer experience
33:28
33:28
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33:28
Richard Ssebaggala is a renowned Organization and Leadership Development consultant with a deep passion for Customer Experience. Richard shares his expertise on the often overlooked but critical connection between leadership quality and customer satisfaction. We explore how poor leadership practices can detrimentally impact the customer experience,…
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In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni has an insightful fireside chat with customer experience expert Steven Van Belleghem. They delve into the concepts from Steven's latest book, "A Diamond in the Rough," exploring practical strategies for transforming potential into excellence in customer experience. FROM THE CX SUMM…
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The Experience of Rolph Scott at the CX World Games 2024
6:17
6:17
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6:17
The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024. These are short interviews to share outstanding people's experiences helping charities get better. Customer Experience professionals worldwide come together to share the…
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NAVIGATING THE OMNICHANNEL CUSTOMER EXPERIENCE OBSERVATORY
26:51
26:51
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26:51
Discover the future of omni-channel customer experience with insights from Sara Zagaria, Director at Politecnico di Milano. Learn how to transform your business's customer interactions into seamless, integrated experiences. About the Guest: Sara Zagaria - Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience…
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194: Wale Akinyemi - Creating Unforgettable Customer Experiences
29:59
29:59
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29:59
Dr. Wale Akinyemi, an esteemed Organizational Culture Expert and the Chief Transformational Officer of PowerTalks Culture Experts, offers profound insights in this episode. He delves into the significance of fostering a customer-centric organization, emphasizing the necessity of an all-encompassing customer experience ecosystem that extends beyond …
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UPLIFT YOUR BUSINESS: LEVERAGING INSIGHTS AND PROCESS ENGINEERING
30:05
30:05
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30:05
Discover the critical importance of taking action on customer feedback and process engineering. Learn how integrating Agile methodologies with customer experience can uplift your business. Nicholas Zeisler shares invaluable insights on making customer experience data actionable and improving internal processes for superior customer satisfaction. Ni…
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THE BEST OF THE BEST: THE ART OF EXCELLENCE with Joseph Michelli
23:37
23:37
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23:37
Dive into the world of exceptional customer experience with Joseph Michelli, an international authority on service excellence, in this enlightening episode of the CX Goalkeeper Podcast. Discover how global brands transform their customer interactions to create memorable and impactful experiences. About Joseph: Joseph A. Michelli, Ph.D., C.S.P., is …
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FUTURE FORWARD: THE INTERSECTION OF AI, LEADERSHIP, AND DIVERSITY with Martha Boeckenfeld
27:24
27:24
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27:24
Dive into a visionary conversation on "Future Forward: Martha Boeckenfeld on the Intersection of AI, Leadership, and Diversity" where our esteemed guest, Martha Boeckenfeld, sheds light on the transformative power of AI and its impact on leadership and diversity in the workplace. This episode is a treasure trove of insights for professionals eager …
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DO B2B BETTER: Drive Growth Through Game-Changing Customer Experience with Jim Tincher
34:57
34:57
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34:57
Today's episode features a deep dive with Jim Tincher, an expert in enhancing B2B customer experiences. Prepare to be captivated by a discussion that's not just insightful but also instrumental for anyone keen on driving meaningful business growth through customer experience. Jim Tincher: Jim sees the world in a special way: through the eyes of cus…
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RIDICULOUSLY EASY TO DO BUSINESS WITH - David Avrin
30:09
30:09
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30:09
In this episode, we are privileged to host David Avrin, one of the most insightful and influential speakers and consultants on customer experience and business competitiveness. David shares his profound insights into making businesses not just functionally efficient but "Ridiculously Easy to Do Business With." More about David Avrin: One of the mos…
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Transforming Childcare - Design Insights from Barbara Van Duin
26:35
26:35
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26:35
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: Insight…
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Between Life and Death: Transforming the Donor Experience into a Lifesaving Journey
20:22
20:22
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20:22
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 Ca…
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Toward a Post-Digital Society: Where Digital Evolution Meets People’s Revolution with Antonio Grasso
33:08
33:08
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33:08
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: An…
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How To Stay Ahead of the Curve: Jörg Storm on Mastering AI, Future, and Transformative Leadership
28:34
28:34
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28:34
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.…
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193: Andreea Coca - Using Data-driven Insights to Navigate the CX Landscape
20:01
20:01
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20:01
Andreea is the Customer Experience & Quality Manager at Pluxee. In this episode, she shares valuable insights into the power of data-driven strategies in navigating the complex CX landscape. During our discussion, we explore various aspects, from comprehending customer preferences to refining service delivery, highlighting the utilization of data i…
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From Humanity to Impact: How To Care for People and Work Together Successfully
25:55
25:55
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25:55
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 unp…
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192: Claire Boscq - Enhancing Customer Experience Through Workplace Feng Shui
24:37
24:37
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24:37
Claire Boscq is a keynote speaker and creator of the BizShui™ Method. In this episode, Claire shares invaluable insights on breaking into the world of keynote speaking and finding your niche topic. She also highlights how the BizShui™ Method can revolutionize businesses, offering unparalleled customer experiences by blending Feng Shui principles wi…
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Why Everyone Should Listen: Suvi Lindfors on Future-Proofing Businesses
23:17
23:17
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23:17
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.…
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Katrin J. Yuan's Blueprint for Tomorrow's Executives
32:34
32:34
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32:34
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 corpo…
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Energizing Teams, Delighting Customers: Stacy Sherman on Doing CX Right
22:31
22:31
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22:31
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, …
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Putting Customers First: Gabriela Ciupitu's Secrets to Winning Hearts
20:00
20:00
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20:00
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 ex…
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Simplification at the Core: Lou Carbone on Refining Business Strategies
28:28
28:28
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28:28
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 pr…
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Beyond Automation: Human-Centric AI for Superior Customer Engagement with Manu Dwievedi
29:10
29:10
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29:10
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. …
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The Art of Customer Experience Design with Beppe De Vincenti
33:58
33:58
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33:58
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 l…
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191: Federico Cesconi - Strategies for Effective Customer Experience Management
22:56
22:56
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22:56
Federico Cesconi is the co-founder of Sandsiv, a software-as-a-service solution, powered by Artificial Intelligence (AI), to help companies around the world to properly measure Customer Experience (CX) and actively manage Customer Journey (CJ). In this episode, Federico shares his expertise and insights into the profound impact of Customer Experien…
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Strategy for Sustainable Growth with Monika Schulze
21:33
21:33
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21:33
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…
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Maximizing Business Output Across Customer-Facing Teams with Ashish Santhalia
28:27
28:27
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28:27
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 per…
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Crafting Clarity: Alyona Medelyan on the Journey of Thematic and Revolutionizing Feedback with AI
23:41
23:41
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23:41
🚀 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 actio…
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Charting the Future: Discussing AI, Culture, and Leadership in Customer Service with Jeremy Watkin
30:53
30:53
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30:53
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.…
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The Experiences of a Customer Experience Legend with Alex Mead
19:54
19:54
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19:54
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:…
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Reflecting on 2023 and Excelling in 2024 - A year of CX with the CXPA Switzerland
19:29
19:29
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19:29
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 integrati…
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