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

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 Research. In 2015 she began her career within the Digital Innovation Observatories of Politecnico di Milano, carrying out applied research activities and analyzing the impact of digital innovation on various fields and sectors (Mobile Enterprise, Sport, Insurance). In recent years she has focused on the Customer Experience theme, delving into the organizational and technological transformations required in response to an increasingly multichannel customer (Business and Consumer). She is currently the Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research.
links:
https://www.osservatori.net/it/ricerche/osservatori-attivi/omnichannel-customer-experience
https://www.linkedin.com/in/sarazagaria/

Episode Summary:
Sara Zagaria shares her journey and expertise in omni-channel customer experience, highlighting the importance of integrating various customer touchpoints to create a seamless experience. She discusses the challenges companies face in this transformation and provides actionable insights on how to overcome them. Sara also emphasizes the critical role of vision, employee engagement, and data utilization in achieving a successful omni-channel strategy.

Top 3 Key Learnings:
1. Omni-Channel Integration: It’s crucial to integrate all customer touchpoints, ensuring a seamless and consistent experience across channels.
2. Employee Engagement: Engaging and empowering employees with the right technology is essential for delivering exceptional customer service.
3. Data Utilization: Properly utilizing and integrating customer data across platforms can significantly enhance personalized customer experiences.

Chapters:
00:00 Game Start
00:49 Introduction to Sara Zagaria
01:25 Sara’s Journey and Passions
04:36 Missions and Goals of the Omni-Channel Customer Experience Observatory
07:08 Benefits for Companies in Participating in Research
11:35 What Omni-Channel Really Means
17:42 Real-Life Omni-Channel Example
19:18 How Companies Should Approach Transformation
23:31 The Importance of Vision and Employee Engagement
24:13 Future Trends in Customer Experience
26:28 How to Connect with Sara Zagaria
27:13 Golden Nugget and Upcoming Event

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We appreciate your support and look forward to bringing you more valuable content in the next episode. Remember, we're in a human-to-human business environment. Thank you!

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.

Nicholas “Z” Zeisler is a Customer Experience Strategist and Fractional CXO. He helps client companies identify gaps in their Brand Promise Delivery and adjust, update, and improve internal processes, systems, and policies to ensure Customers have properly aligned experiences every time they interact with them. He’s a 30-year Air Force veteran and currently serves at the US Air Force Academy as a statistics professor and is also a Professor of Practice in Michigan State University’s first-in-the-nation Master of Science degree program in Customer Experience Management. He lives in Colorado with his partner and their awesome dog.
LinkedIn: https://www.linkedin.com/in/zeislerconsulting/
Website: https://zeislerconsulting.com/

Episode Summary
In this engaging episode, Nicholas Zeisler emphasizes the necessity of acting on customer feedback to improve customer experience and operational processes. He shares his journey from process engineering to customer experience, highlighting the value of curiosity and continuous improvement. Nicholas provides practical examples of how organizations can leverage VOC (Voice of the Customer) data, integrate Agile practices, and foster a customer-centric culture to achieve significant business outcomes.
Top 3 Key Learnings
1. Actionable Insights: Simply collecting customer feedback is not enough. Organizations must translate insights into concrete actions to improve customer experience and operational efficiency.
2. Cross-Disciplinary Integration: Combining methodologies such as Lean Six Sigma, Agile, and VOC processes can create a holistic approach to solving customer issues and improving business processes.
3. Curiosity and Continuous Improvement: Cultivating a culture of curiosity and a mindset of continuous improvement is essential for identifying root causes of issues and innovating effective solutions.
Chapters
00:00 Game Start
00:34 Introduction of Nicholas Zeisler
01:42 Nicholas Zeisler on Process Improvement
03:32 Critical CX Principles
07:00 Real-world Examples of CX Transformation
12:57 Integrating Agile and CX
18:51 The Importance of Small Changes
23:32 Skills for CX Leadership
27:11 Future of CX
28:23 How to Contact Nicholas Zeisler
29:57 Nicholas Zeisler's Golden Nugget
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To stay updated with the latest insights and episodes, please follow and subscribe to our podcast. We highly value your feedback, so please share it with us.
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Join us next time as we continue to explore the dynamic world of customer experience and leadership. Remember, we are in a human-to-human business environment. Thank you!

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 an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.
www.josephmichelli.com
https://www.linkedin.com/in/josephmichelli

Why You Can't Miss This Episode
Expert Insights: Joseph brings decades of expertise in enhancing customer service across various industries.Practical Strategies: Learn actionable methods to apply immediately in your business.Inspiration for Innovation: Get inspired to innovate and elevate your approach to customer experience.The Top 3 Key Learnings
Embracing the Principle of Delight: How unexpected delights can significantly enhance customer loyalty.Cultural Transformation in Major Brands: Effective strategies for embedding customer-centricity in corporate culture.Technology and Human Insight: Balancing technology with human interaction to optimize customer service.
Chapters
00:00 - Introduction
01:15 - About Joseph Michelli
03:00 - Importance of Service
06:30 - Principle of Delight
10:00 - Cultural Transformation
14:00 - Technology and Customer Service
18:00 - Key Business Principles
22:00 - Closing Thoughts

Join Us and Share Your Thoughts
Loved this episode? Subscribe and follow the CX Goalkeeper Podcast on your favorite platform, and join a community passionate about customer experience excellence. Share your thoughts and feedback—we love hearing from our listeners!

Episode Page: https://www.cxgoalkeeper.com/JosephMichelli
Podcast Page: https://www.cxgoalkeeper.com/Podcast

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Stay connected with us at CX Goalkeeper Podcast Page for more insightful episodes and expert discussions. Let’s keep the conversation going!

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 to navigate the evolving digital landscape.
About the Guest: Martha Boeckenfeld is a seasoned web3 advisor, investor, and provider of AI services with over 20 years in financial services, holding roles at major banks like UBS and on supervisory boards such as Unicredit and Generali. Her profound experience in digital transformation and change management makes her a pivotal figure in innovation.
Follow Dr. Martha Boeckenfeld on LinkedIn: https://www.linkedin.com/in/drmarthaboeckenfeld/

Why You Can't Miss This Episode: Martha brings a rare blend of deep industry knowledge and practical experience in AI and digital platforms. Her insights are invaluable for anyone looking to leverage AI for better customer experience, enhanced operational efficiency, and a more inclusive corporate culture.
Top 3 Key Learnings:
Convergence of Technologies: Understand how AI, blockchain, and digital wallets are converging, creating new opportunities for innovation across industries.Leadership in the Digital Age: Learn how leadership styles must evolve in the face of technological advancements and the critical role of continuous learning in staying ahead.Diversity and Inclusion through Technology: Explore how digital tools can foster a more inclusive workplace and why diversity is a key driver of innovative solutions.Chapters:
00:00 Introduction
00:35 Martha’s Background and Passion for AI
02:12 Current Trends in AI and Digital Transformation
03:48 Key Technologies Shaping 2024
05:57 Real-World Applications of AI
06:38 Challenges and Opportunities in AI Adoption
11:17 How AI is Revolutionizing Customer Experience
15:26 Leveraging Web 3.0 for Business Strategy
21:12 The Importance of Diversity and Inclusion in Tech
23:43 Leadership Qualities for the Digital Age
26:15 Looking Ahead: The Future of AI in Business

Don’t miss out on this enlightening discussion. Follow and subscribe to the CX Goalkeeper Podcast to stay updated on the latest trends and insights from leaders like Martha Boeckenfeld. Share your thoughts and feedback on this episode, and let us know how AI and digital transformation are influencing your professional journey.
Related Links:
Podcast Page: CX Goalkeeper PodcastListen on Apple Podcasts: Subscribe HereListen on Spotify: Subscribe HereWatch on YouTube: Subscribe HereJoin our community, share your views, and connect with other professionals passionate about customer experience and digital innovation. Your feedback drives our content, so please share what topics you'd like us to explore next!

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 customers. This lifelong passion for customer experience (CX), and a thirst for knowledge, led him to found his journey mapping and customer experience consulting firm, Heart of the Customer (HoC). In the years since HoC’s dedicated team of CX professionals has helped companies of all sizes increase customer engagement. HoC can transform your business, help you map your customer journeys from the emotional highs to frustrating lows, and determine the metrics that matter to measure your unique customer relationships.
Jim is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog

Why You Can't Miss This Episode:
1. Discover the Underrepresented World of B2B CX: Jim shares why B2B sectors are pivotal and often overlooked, shedding light on unique challenges and opportunities.
2. Key Strategies for Business Growth: Learn directly from Jim’s latest book, "Do B2B Better," and discover actionable strategies that connect customer experience improvements directly to business outcomes.
3. Real-World Applications and Insights: From improving customer loyalty to reducing operational costs, get a firsthand look at how top-tier companies are making significant strides by reshaping their customer experience strategies.
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Don’t miss out on future episodes that continue to explore the transformative world of customer experience. Follow the CX Goalkeeper Podcast on your favorite platform, and dive deeper into each episode to enhance your professional journey. Your feedback is invaluable to us, so please leave us a review on:
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Learn more about our journey and join the community at [CX Goalkeeper](https://www.cxgoalkeeper.com/Podcast) and discover more about your host [here](https://www.cxgoalkeeper.com/Aboutme).
Remember, we're not just in a B2B or B2C business—we are in a human-to-human environment. Connect, engage, and grow with us. See you in the next episode!

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 most in-demand Customer Experience speakers and consultants in the world today, David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses. David's insights have been featured on thousands of media outlets around the world. He is also the author of five books including the acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back) and his newest book: The Morning Huddle - Powerful Customer Experience Conversations to Wake You Up, Shake You Up, and Win More Business.
https://www.instagram.com/therealdavidavrin
https://www.youtube.com/channel/UCtH4DdaOhbturnA9OI80kPw
https://www.linkedin.com/in/davidavrin/
https://www.facebook.com/DavidAvrinFans

Why You Can't Miss This Episode:
1. Understanding Customer Expectations: Learn how shifting consumer behaviors and expectations require businesses to adapt swiftly to remain competitive.
2. Digital and Human Interaction Balance: David discusses the crucial balance between leveraging technology and maintaining that essential human touch, providing actionable strategies to enhance customer interactions.
3. Future-Proofing Your Business: Gain expert advice on how companies can innovate their operational models to stay relevant and preferred by customers in a rapidly evolving market.

Follow and Subscribe for More Insights:
Don’t miss out on any future insights! Follow and subscribe to the CX Goalkeeper Podcast for more enlightening discussions that can transform your approach to customer experience and leadership. Listen to this episode on your preferred platform:
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We thrive on feedback! After listening, please drop us a review or comment on any of these platforms, or visit the podcast page to provide direct feedback and suggestions. Your insights help us bring more value to each episode.
- Podcast Page: https://www.cxgoalkeeper.com/Podcast
Stay tuned and keep guarding your goals with the CX Goalkeeper Podcast—where we’re not just about business-to-business or business-to-consumer, but human-to-human connections.
Thank you for tuning in!