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

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.

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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!

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 actionable strategies that can be applied to any sector.Balancing Digital and Traditional Experiences: Learn how integrating digital enhancements with traditional, nature-centric childcare can meet modern expectations and improve customer satisfaction.Empowering Organizational Change: Barbara shares invaluable advice on empowering employees and embedding a culture of continuous improvement and innovation within organizations.
Episode Summary: In this episode, Gregorio and Barbara explore the intricacies of service design within the childcare industry. Barbara outlines her approach to understanding the diverse needs of families and how to craft services that resonate with both children and their parents. From discussing the impact of digital technology on traditional services to strategies for engaging employees in transformational efforts, this conversation is packed with deep insights and practical advice. Whether you're a CX professional, a service designer, or simply interested in the dynamics of customer experience transformation, this episode offers a wealth of knowledge and inspiration.

Follow and Subscribe for More Insights: Don't miss out on future episodes that delve into the transformation, leadership, and customer experience insights. Subscribe to the CX Goalkeeper Podcast on your preferred platform and follow us to stay updated with the latest trends and discussions in the industry:
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Learn more about your host, Gregorio Uglioni, and the vision behind CX Goalkeeper at About Me.
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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 sector, focusing on blood donation.Digital Engagement Tactics: Discover how digital tools and apps significantly boost donor retention and engagement.Altruistic Motivation in Healthcare: Learn about the role of altruism in donor behavior and how it shapes the strategies of NHS Blood and Transplant.
Episode Summary: Starting with Neil’s extensive background in both financial and healthcare services, the discussion quickly pivots to his current role and the significant impacts of his work. Neil outlines key strategies for engaging and retaining donors, emphasizing the importance of understanding the altruistic motivations behind blood donation. Digital transformation plays a crucial role, with the donor app improving service efficiency and engagement. Neil and Greg discuss the challenges and successes of adapting customer experience practices to the healthcare setting, providing valuable insights for anyone interested in CX or healthcare management.

Contact Neil Greenwood on LinkedIn:
https://www.linkedin.com/in/neil-greenwood-acxs-a8080816b/

Follow and Subscribe for More Insights: Don’t miss out on valuable insights into customer experience and leadership in transformational settings. Follow and subscribe to the CX Goalkeeper Podcast for more enlightening discussions like this one. We value your feedback and invite you to share your thoughts on this episode. Help us improve by leaving your comments and suggestions!

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Join us next time on the CX Goalkeeper Podcast where we continue to save goals and deliver exceptional customer experiences. Thank you for tuning in!

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 Internet of Things, blockchain, and cybersecurity. With over 40 years in information technology, Antonio's role as an entrepreneur, author, mentor, and speaker has inspired countless individuals. His influence has been recognized with the prestigious award of Fellow of the Royal Society for the Encouragement of Arts, Manufactures, and Commerce (FRSA), reflecting his significant achievements in social progress and development.

https://www.linkedin.com/in/antgrasso/
Digital Business Innovation Srl: https://www.dbi.srl
DeltalogiX Srl: https://deltalogix.blog/

📖 Get the Book: Explore deeper by grabbing a copy of Antonio's book on post-digital society, available at major bookstores and online platforms. https://www.amazon.com/dp/B0CNHFF2TL

Why You Can't Miss This Episode:
Insightful Perspectives on Digital Transformation: Learn from Antonio's four decades of experience in how digital transformation is not just about technology but about strategic integration within businesses.Human-Centric Approach to Technology: Understand how technologies like AI and blockchain are enhancing, not replacing, human roles in society.Vision of a Post-Digital Society: Antonio shares his thought-provoking view on how society will evolve with technologies becoming as commonplace and essential as electricity.
Episode Summary: In this episode, Antonio Grasso discusses his journey from a software developer to a thought leader in the tech space, focusing on how digital technologies influence societal structures and individual daily lives. Key discussions include:
The role of digital culture in organizations and strategies for embedding a digital-first mindset.How technologies like AI, blockchain, and others are integrated into our societal fabric, paving the way for a post-digital era.Antonio's visionary outlook on sustainability and stakeholder capitalism, advocates for a balance between advancement and environmental consciousness.
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Episode Page: https://www.cxgoalkeeper.com/AntonioGrasso
Podcast Page: https://www.cxgoalkeeper.com/Podcast

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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 Miss This Episode:
Demystifying AI for Strategic Advantage: Learn how AI can transcend beyond the buzzword to become a core component of strategic decision-making in businesses.Data Mastery for AI Success: Discover the critical importance of data quality, organization, and analysis as the foundation of successful AI implementation.Leadership in the Age of AI: Uncover how senior leaders, including CEOs and CIOs, must evolve to harness the full potential of AI technologies.Episode Summary: Dr. Joerg Storm, the Global Head of AI key infrastructure at a leading German automobile manufacturer, shares his wisdom on the future of AI, emphasizing the need to start small, think big, and use AI to augment human capabilities, not replace them. The conversation spans from the practical steps for integrating AI into businesses, the emerging trends like blockchain and quantum computing, to the challenges and ethical considerations leaders must navigate. Dr. Storm’s insights are not only profound but also actionable, making this episode a must-listen for anyone looking to leverage AI for business transformation and leadership excellence.
Follow and Subscribe for More Insights: Dive deeper into the world of customer experience, transformation, and leadership with the CX Goalkeeper Podcast. Your journey towards a deeper understanding of AI and its implications for the future of business starts here. Don’t miss out on invaluable insights that can shape your strategies and leadership. Follow us, subscribe, and share your feedback to help us deliver the content you need:
Podcast Page: CX Goalkeeper PodcastApple Podcast: Subscribe on Apple PodcastSpotify: Subscribe on SpotifyGoogle Podcast: Subscribe on Google PodcastAbout me: Learn more about GregWe are not just in a B2B or B2C business; we are in a human-to-human environment. Engage with us, share your thoughts, and let’s grow together. Your feedback is invaluable as we continue to explore the depths of customer experience and leadership in the digital age. Subscribe and become a part of our growing community of professionals who are shaping the future, one episode at a time.