THE CX GOALKEEPER - Transformation, Customer Experience, and Leadership Goals

Podcast episodes

• Season 2

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  ENGAGING EMPLOYEES with Michael Brandt

  ENGAGING EMPLOYEES with Michael Brandt

  S02 E194

  29:34

  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 employee experience. With a diverse background working in both corporate settings and as a solopreneur, Michael brings a wealth of knowledge and practical insights into enhancing employee engagement and satisfaction. His expertise extends to collaboration with leading organizations like ABB, making him a valuable voice in the field. Relevant Links LinkedIn Profile https://www.cx-excellence.com/ Episode Summary In this episode, Gregorio Uglioni and Michael Brandt dive into the nuances of employee engagement and its profound impact on customer experience. Michael emphasizes the importance of treating employees with decency, involving them in decision-making, and understanding their individual needs. He shares valuable lessons from his time at ABB, where effective feedback mechanisms and inclusive practices significantly improved internal processes and employee satisfaction. Michael discusses the pivotal role of employee engagement in industries with high customer interaction, like hospitality and travel. He contrasts this with sectors like warehousing, where employee satisfaction might not directly affect customer perception. Throughout the episode, Michael underscores the importance of context in designing employee engagement strategies and shares actionable tips for fostering a supportive and productive work environment. The Top 3 Key Learnings 1. Employee Involvement in Decision-Making: Including employees in decision-making processes enhances their engagement and ownership, leading to better outcomes and a more motivated workforce. 2. Importance of Feedback: Regular, constructive feedback, both positive and negative, is crucial for employee growth and maintaining a healthy work environment. 3. Tailored Employee Engagement Strategies: Understanding and addressing the unique needs and priorities of employees, much like with customers, is essential for fostering loyalty and satisfaction. Chapters 00:00 Introduction 00:56 Guest Introduction - Michael Brandt 01:44 Discussion on Employee Experience 03:00 Importance of Employee Engagement 05:12 Industry-Specific Engagement Insights 09:56 Feedback Mechanisms 12:35 Maintaining Employee Motivation 20:16 Case Studies and Real-World Examples 27:26 Practical Tips for Employee Engagement 28:43 Conclusion and Event Announcement We hope you find this episode enlightening and impactful. Your feedback is invaluable to us, so please let us know your thoughts. Don't forget to follow and subscribe to the CX Goalkeeper Podcast using the links below: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Thank you for listening!

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  The Experience of Benson Mukandiwa at the CX World Games 2024

  The Experience of Benson Mukandiwa at the CX World Games 2024

  S02 E193

  06:44

  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 their experience insights and help others. The CX World Games take place over 3-4 weeks, with expert CX captains guiding randomly created teams to come up with the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea. These real-life challenges are proposed by charities and non-governmental organizations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences. ​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Be a part of it! ​

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  MASTERING CX AND DIGITAL INNOVATION: GLOBAL INSIGHTS

  MASTERING CX AND DIGITAL INNOVATION: GLOBAL INSIGHTS

  S02 E192

  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 inspire and inform your approach to customer experience and leadership. About the Guest Hussein's core expertise lies in the Digital Marketing & Tech space, evolving over the years from a pure player marketeer. Started his career with some of the world's greatest communication companies, before joining Deloitte Digital as a Partner & CMO, Hussein was the GM for Digital & CX Transformation with Nissan Motor Co. for Africa, Middle East, India, Turkey, & Oceania overseeing some of the most dramatic customer transformations the company has had to go through in recent times. His contribution to the organization was recognized by senior leadership & led him to win the AMIEO Chairperson Nissan Way Award in July 2021. Relevant Links LinkedIn: https://www.linkedin.com/in/hdajani/ YouTube: https://www.youtube.com/@hussdajani Website: https://about.me/husseindajani Episode Summary Hussein M. Dajani, a visionary leader in customer experience and digital transformation, shares his journey through various leadership roles, highlighting his impactful work at Red Bull, Nissan, and Deloitte Digital. He discusses the importance of customer-centric strategies and the integration of technology to enhance customer experiences. Hussein delves into three significant transformation examples, starting with Red Bull's innovative marketing campaign during the Felix Baumgartner space jump. He then shares the groundbreaking "She Drives" initiative at Nissan, which empowered female drivers in Saudi Arabia, and the "ShopAtHome with Nissan" program, which revolutionized the automotive customer experience during the COVID-19 pandemic. Throughout the conversation, Hussein emphasizes the role of data, personalization, and empathy in creating exceptional customer experiences. Chapters 00:00 Game Start 02:24 About Hussein M. Dajani 04:41 Red Bull Stratos Campaign 06:29 Nissan’s “She Drives” Initiative 10:29 ShopAtHome with Nissan 14:06 Balancing Technology and Human Interaction 17:17 Leveraging Data for Customer Experience 22:39 Strategies for Exceptional Customer Experience 27:11 Future Innovations in Customer Experience 33:39 Hussein’s Golden Nugget 3 7:31 Conclusion and Call to Action Thank you for listening to the CX Goalkeeper Podcast! We would love to hear your feedback on this episode. Please follow and subscribe to our podcast on your preferred platform: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK

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  The Experience of Fatima Tomoum at the CX World Games 2024

  The Experience of Fatima Tomoum at the CX World Games 2024

  S02 E191

  06:21

  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 their experience insights and help others. The CX World Games take place over 3-4 weeks, with expert CX captains guiding randomly created teams to come up with the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea. These challenges are real life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences. ​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG. Be a part of it! ​

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  4ROCKS SOLID STRATEGIES

  4ROCKS SOLID STRATEGIES

  S02 E190

  31:41

  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+ years at great companies like Charles Schwab and T-Mobile, has been at the forefront of transforming the customer experience in Financial Services and Telecommunications. Sean is the author of the award-winning book, 4ROCKS: Reduce Effort, Drive Loyalty, Transform the Customer Journey. Relevant Links https://www.linkedin.com/in/salbertson/ https://www.facebook.com/cx4rocks https://www.youtube.com/channel/UCNZRlFmcBCG6l7vmFLqmiGQ https://www.instagram.com/Sean4ROCKS/ Episode Summary In this engaging episode, Sean Albertson delves into his latest book "4ROCKS" framework, a strategic approach to improving customer experience by identifying and prioritizing the most significant obstacles in the customer journey. Drawing from his extensive background in customer experience management, Sean shares actionable insights on how companies can reduce customer effort and enhance loyalty. Sean emphasizes the importance of data-driven decision-making in CX, highlighting how companies can leverage AI-powered analytics to identify and address the most impactful pain points. By focusing on the right issues, businesses can transform their customer interactions and foster long-term loyalty. Sean's practical examples and expert advice provide listeners with a clear roadmap to improving their CX strategies. The Top 3 Key Learnings Prioritize Customer Pain Points: Use AI and data analytics to identify and address the most impactful issues in the customer journey, rather than focusing solely on high-volume problems. Integrate Omni-Channel Experiences: Ensure seamless transitions across all customer interaction channels to avoid frustration and enhance the overall customer experience. Leverage Technology Wisely: Implement generative AI and other advanced technologies to support employees and improve customer interactions, transforming your contact center from a cost center to a value center. Chapters 00:00 Game Start 00:34 Introduction to Sean Albertson 01:05 Sean’s Background and Values 03:41 Explanation of the 4Rocks Framework 05:49 Prioritizing Customer Pain Points 08:54 Real-world Example of CX Improvement 12:06 Common Mistakes in CX Strategies 15:49 The Right Way to Implement Technology 21:00 Positive Impacts of Technology on CX 23:35 Emerging Trends in Customer Experience 26:48 Future of Customer Experience 28:55 How to Contact Sean and Get His Book 29:43 Sean’s Golden Nugget We'd love to hear your thoughts on this episode! Please follow and subscribe to the CX Goalkeeper Podcast on Apple Podcast, Spotify, and YouTube.