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

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 business growth and customer experience author, researcher, and advisor. A 7th-generation entrepreneur, Jay has written 7 best-selling business books and created 6 multi-million dollar companies.
He has consulted for more than 700 brands, including Nike, Oracle, IBM, and the United Nations. An inductee into the Professional Speakers Hall of Fame, this year Jay was voted the world’s No. 1 Global Guru for online marketing, and No. 2 Global Guru for customer experience. And in his spare time, he is the second-most-popular tequila influencer and educator on the planet.
Relevant Links
https://www.instagram.com/jaybaer/
https://www.linkedin.com/in/jaybaer/

The Top 3 Key Learnings
1. Value Creation: Continuously focus on adding value in every interaction to build lasting customer relationships.
2. Speed and Responsiveness: In a time-sensitive world, being fast and responsive is a competitive advantage that customers greatly appreciate.
3. Empathy in Service: Personalized and empathetic interactions, even small gestures, can leave a profound and positive impact on customers.

Chapters
00:00 Game Start
00:33 Introduction of Jay Baer
01:05 Jay Baer's Background and Values
02:13 The Importance of Adding Value
04:31 Learning from Negative Customer Experiences
07:22 Positive Customer Service Experience with Delta Airlines
09:56 Handling and Learning from Customer Complaints
12:54 Building a High-Quality Customer Service Team
16:15 Balancing Standardization and Personalization
18:29 Leadership Qualities for Exceptional Customer Experience
20:00 The Future of Customer Experience and AI
22:30 How to Contact Jay Baer
24:11 Jay’s Golden Nugget on AI and Data
We value your feedback and would love to hear your thoughts on this episode. Please follow and subscribe to the CX Goalkeeper Podcast using the links below:
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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!
​

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 SUMMIT - JANUARY 2024 - THANK YOU BOUSSIAS!
About the Guest
Steven Van Belleghem is a renowned speaker, author, and thought leader in the field of customer experience. With over 20 years of expertise, Steven has helped numerous organizations become more customer-centric. His latest book, "A Diamond in the Rough," provides actionable insights for businesses aiming to polish their customer experience strategies.
Relevant Links
https://www.linkedin.com/in/stevenvanbelleghem/
https://www.stevenvanbelleghem.com/
https://www.youtube.com/@StevenVanBelleghem
https://www.instagram.com/stevenvanbelleghem/
https://www.tiktok.com/@stevenvanbelleghe

The Top 3 Key Learnings
1. Transformative Potential: Understand the concept of "diamond in the rough" to recognize and nurture the inherent potential within your organization to achieve customer-centric excellence.
2. Proactive Loyalty: Shift from reactive, transactional loyalty programs to proactive approaches that show genuine appreciation and build emotional bonds with customers.
3. Effective Empathy: Implement rapid feedback loops and quick actions to address customer needs, ensuring that empathy is translated into tangible improvements in the customer experience.

Chapters
00:00 - Game Start
00:45 - Introduction to Steven Van Belleghem
01:57 - The Concept of "Diamond in the Rough"
03:34 - Proactive vs. Reactive Loyalty
05:53 - Example of Neuhaus Chocolates
09:30 - Empathy in Action
11:43 - Example of Atlantis The Palm
14:32 - The Role of Communities in Customer Experience
17:43 - The 95/5 Rule
20:05 - Steven's Golden Nugget
20:49 - Closing Remarks

We would love to hear your thoughts and feedback on this episode! Don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:
Podcast Page https://www.cxgoalkeeper.com/Podcast
Apple Podcast https://apple.co/3qYr4nh
Spotify https://bit.ly/3GhCGXeCXGK
YouTube https://www.youtube.com/@cxgoalkeeper

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!
​

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

Subscribe and Follow:
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- Apple Podcast https://apple.co/3qYr4nh
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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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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!