พอดคาสท์ Cx Leader ชั้นนำ (2024)

1
Bonus: We Asked CX Leaders at X4 About Their Top XM Challenges 9:57

1d ago9:57

9:57

In this bonus episode, Pat Gibbons describes his experiences at the Qualtrics X4 event in Salt Lake City, Utah, on May 1-3. With thousands of experience management professionals in attendance, Pat had an opportunity to discuss the top challenges facing XM professionals within their own organizations. Hosted at the Walker exhibit booth, professional…

1
Rounds and Rounds We Go 26:50

3d ago26:50

26:50

It’s common today that, as consumers, we receive a survey after all kinds of experiences – shopping, travel, home repair – you name it. You fill out a survey with the hope that it might change the next outcome to be better. But what about the here and now? As experience management improves consumers are demanding action during the experience. Now t…

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#22 Game On! Spice up your CX Workshops with gamification – and everything you want to know about the Customer Experience Game with Babs Asselbergs 39:16

5d ago39:16

39:16

Welcome to the latest episode of CX Leadership Talks! The podcast where CX leaders come to level up their leadership game. Join host Nienke Bloem as she sits down with guest Babs Asselbergs to discuss the power of gamification in customer experience. Discover how they designed an engaging board game together that's taken the CX world by storm, and …

1
DO B2B BETTER: Drive Growth Through Game-Changing Customer Experience with Jim Tincher 34:57

5d ago34:57

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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Give the Audience What They Want 27:17

10d ago27:17

27:17

Maybe it’s a concert headlining Beyonce, U2, or Taylor Swift? Or perhaps your favorite NFL team is playing their rivals this weekend? Perhaps you prefer events that allow for some more personal creative expression like GenCon or Comic-Con? While we have our personal preferences, few things compare to meeting up with thousands of like-minded people …

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#21 Everything you always wanted to know about the International Customer Experience Awards, with Vuk Vukanovic 44:23

12d ago44:23

44:23

Welcome to the latest episode of CX Leadership Talks! Join your hosts Nienke Bloem and Vuk Vukanovic as they dive into the essential aspects of the International CX Awards, providing valuable insights that will encourage you to be part of this enriching experience. In this episode Nienke and Vuk discuss the meticulous judging process, the significa…

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RIDICULOUSLY EASY TO DO BUSINESS WITH - David Avrin 30:09

12d ago30:09

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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Equity in Healthcare 28:44

17d ago28:44

28:44

Conversations around diversity, equity, and inclusiveness have been happening in many companies in the U.S., and healthcare is no exception, especially when it comes to the care patients receive. And listening to patients’ needs and concerns is vital to providing doctors, nurses, administrative staff, and leadership with the insights required to pr…

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#20 Three ways to put System 2 Thinking into practical use for CX Leadership 19:15

19d ago19:15

19:15

Welcome to CX Leadership Talks, where we dive deep into the world of customer experience management and leadership. In this episode, our host Nienke Bloem reflects on a crucial aspect of decision-making – the interplay between conscious and unconscious thinking. Because do you also sometimes live on the automatic pilot? And in our CX leadership rol…

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Transforming Childcare - Design Insights from Barbara Van Duin 26:35

19d ago26:35

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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Work Friction: Less is More 30:11

24d ago30:11

30:11

We’ve all experienced it: that nagging, frustrating, and sometimes maddening feeling we get when something collides with our productivity. And while it can sometimes feel trivial, that type of friction adds up and affects our interactions with customers, thus affecting the customer experience. So how do we minimize those points of friction in the w…

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#19 Nine tips for driving impact through Closing the Loop 24:12

26d ago24:12

24:12

Welcome back to the CX Leadership Talk podcast. In this episode, your host Nienke Bloem digs deep into the topic of ‘Closing the Loop’ in customer experience management. Drawing from her recent experiences, Nienke shares 9 insightful suggestions to boost your closing the loop program, from co-creation sessions and individual feedback research to ri…

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Between Life and Death: Transforming the Donor Experience into a Lifesaving Journey 20:22

26d ago20:22

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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Bonus Content: The Empathetic Frontline 7:20

29d ago7:20

7:20

Bonus content are audio clips of interviews that we couldn’t include in an episode but still contains great advice for our listeners, and this content is only available to those that follow the show through their favorite podcast provider. In the episode " The Empathetic Frontline" (episode #307) released back in March, guest Victoria Stephens from…

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Encore: Your CX Career 29:25

1M ago29:25

29:25

Producer's Note: This episode originally released on March 7, 2023. Natalie Onions discussed how she became a customer experience professional and offered some great advice for newer CX pros on how to grow their careers in customer experience. Please note that this was recorded back in March of 2023, so some parts of the discussion may be outdated.…

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#18 Pioneering CX in pensions: Martijn van den Berg's blueprint for success 40:48

1M ago40:48

40:48

Welcome to CX Leadership Talks, where we dive deep into the world of customer experience and leadership. In today's episode, we have a special guest, Martijn van den Berg, who will be sharing his insights into creating meaningful experiences for customers in the financial industry. Martijn leads a CX team at PGB, a leading pension fund in the Nethe…

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Toward a Post-Digital Society: Where Digital Evolution Meets People’s Revolution with Antonio Grasso 33:08

1M ago33:08

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…

1
The Death Care Experience 18:11

1M ago18:11

18:11

It's an often-misunderstood industry that exists between healthcare and hospitality and includes all the complexities of strict regulation and event management. And to add more complication, it includes an element of emotional support. Funeral homes and cemeteries walk a fine line of making the final arrangements of a loved one as frictionless as p…

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#17 Crafting CX careers: Trends, traits, and triumphs with Jo van Riemsdijk, CX Recruitment Specialist 42:09

1M ago42:09

42:09

Welcome to CX Leadership Talks, where we explore the world of Customer Experience leadership with top industry experts. In today's episode, host Nienke Bloem engages in a captivating conversation with Jo van Riemsdijk. Together, they navigate through the intricate world of customer experience management from the perspective of Jo as THE recruiter i…

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How To Stay Ahead of the Curve: Jörg Storm on Mastering AI, Future, and Transformative Leadership 28:34

1M ago28:34

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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Redesigning from Start to Finish 30:52

2M ago30:52

30:52

Just like any other business process, customer experience programs can sometimes get a little stale or outdated. As CX leaders, it’s our responsibility to pay attention to the customers’ needs and expectations, and adjust accordingly. But sometimes it’s best to take a step back and look at the entire customer journey and, if needed, redesign the jo…

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#16 Navigating the CX landscape: Strategies for successful leaders with CXPA’s CEO Greg Melia, CAE 43:09

2M ago43:09

43:09

Welcome to CX Leadership Talks, where we explore the world of Customer Experience leadership with top industry experts. In today's episode, Nienke Bloem sits down with Greg Melia, CEO of The Customer eXperience Professionals Association (CXPA), and a seasoned advocate for Customer Experience excellence. They discuss the evolving landscape of custom…

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From Humanity to Impact: How To Care for People and Work Together Successfully 25:55

2M ago25:55

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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The CX Conundrum of Benchmarking 37:41

2M ago37:41

37:41

What are some of the more common challenges you encounter with your CX program? Have you noticed a particular common problem among CX programs when you converse with fellow CX pros? Benchmarking is an often-tackled problem for customer experience professionals and is not as simple as comparing your numbers with another company's scores. This episod…

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#15 Powering CX with AI: Robbert Dijkstra's insights on leading the change 43:51

2M ago43:51

43:51

Welcome to another episode of CX Leadership Talks! In this episode, Nienke Bloem engages in a fascinating conversation with Robbert Dijkstra, the founder and CEO of Deepdesk. Robbert brings his wealth of experience in AI technology and innovation to the forefront as he discusses the deployment of AI in companies and its impact on improving customer…

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Why Everyone Should Listen: Suvi Lindfors on Future-Proofing Businesses 23:17

2M ago23:17

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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Don't Forget Your Invoice 25:55

2M ago25:55

25:55

There are many companies today that have embraced customer experience as a key strategic practice, working hard to put the customer first. But there’s often a part of the customer’s journey that is overlooked: when it’s time to pay the bill. Even in a recent episode, our host Pat Gibbons gave an example of a company dismissing customer feedback tha…

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#14 Entrepreneurial CX Leadership: A Conversation with Jeannie Walters 52:17

2M ago52:17

52:17

Welcome to CX Leadership Talks, where we delve into the world of customer experience leadership and innovation. In this episode, Nienke Bloem is joined by the dynamic entrepreneur and CEO of Experience Investigators, Jeannie Walters. Together, they explore the multifaceted world of customer experience and the why, how and what of successful CX lead…

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Katrin J. Yuan's Blueprint for Tomorrow's Executives 32:34

2M ago32:34

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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The Empathetic Frontline 28:39

2M ago28:39

28:39

Great customer experiences comes from great employee experiences. It’s something we’ve discussed in several past episodes of this podcast and you can listen to our CX plus EX episodes on cxleaderpodcast.com. But how can you improve employee engagement for a large group of front-line employees, say a call center or large customer support operation? …

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#13 Avoid these 5 mistakes in your CX Storytelling journey 24:47

2M ago24:47

24:47

Welcome to the CX Leadership Talks, the podcast that delves deep into the world of customer experience leadership. In this episode, Nienke Bloem shares her personal experience and insights into crafting a compelling CX story. What is a CX story? With an attractive CX story you show the why, how and what of the CX transformation you want to realize.…

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Energizing Teams, Delighting Customers: Stacy Sherman on Doing CX Right 22:31

2M ago22:31

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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Encore: Your Opinion Counts 16:25

2M ago16:25

16:25

Producer's Note: March 8th, 2024 is International Women’s Day. This global event celebrates the social, economic, cultural, and political achievements of women, and serves as a call to action for accelerating women’s equality. To join in this celebration, we’d like to encore an episode that originally aired back in August of 2022 when Sara Walker h…

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Putting Customers First: Gabriela Ciupitu's Secrets to Winning Hearts 20:00

2M ago20:00

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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The Data that Drives Change 31:21

3M ago31:21

31:21

If you're a CX professional then you've read your fair share of customer feedback comments. While most CX leaders love to read great comments from customers, there's always feedback that isn't so flattering, and your instinct may be to spring into action to fix whatever it was that caused the less than stellar review. Customer insights can be a pow…

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#12 The CX Visionary: Bill Staikos on Redefining Experience Management 47:20

3M ago47:20

47:20

In this episode of CX Leadership Talks we delved deep into our profession of customer experience management, discussing the limitations of relying solely on surveys, the power of feedback in driving genuine change, and the crucial alignment of CX with broader business strategy. This episode of CX Leadership Talks features Bill Staikos, a celebrated…

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Simplification at the Core: Lou Carbone on Refining Business Strategies 28:28

3M ago28:28

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…

1
Products for Your Customers 28:11

3M ago28:11

28:11

It goes without saying that designing any kind of product is no easy task. And in the case of software, balancing the engineering needs versus customer expectations can be daunting. Simple things like moving a button from the place it’s been for several versions can cause confusion and frustration. So it’s important to understand customers’ needs a…

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#11 The Data-Driven CX Revolution: all Insights for you as a CX leader from Barry Wildhagen 56:50

3M ago56:50

56:50

In this enlightening episode of CX Leadership Talks, we delve deep into the core of data management and its transformative impact on customer experience. This THE episode when you are just starting in exploring the world of Data driven CX, but also if you are a seasoned leader you'll get some great tips and tricks. Joining us is Barry Wildhagen, a …

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Beyond Automation: Human-Centric AI for Superior Customer Engagement with Manu Dwievedi 29:10

3M ago29:10

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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AI: The CX Power Tool 26:38

3M ago26:38

26:38

Ever see the old classic Alfred Hitchcock movie, “The Birds”? There’s a famous scene when a flock of crows attack a group of fleeing school children, swarming without mercy and terrifying everyone in their path. It sometimes feels like that with A.I. - people pecking and swarming at you to try and integrate it into your business in any way possible…

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The Art of Customer Experience Design with Beppe De Vincenti 33:58

3M ago33:58

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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Bonus Content: Becoming Customer Obsessed 5:27

3M ago5:27

5:27

Bonus Content! We interview many great customer experience professionals and they have a ton of great advice to share. But sometimes we have leave some of the interview out of the final episode in order to keep our podcasts a reasonable length. So you're not left out of hearing all the wonderful content our guests provide, we'll occasionally releas…

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Becoming Customer Obsessed 32:41

3M ago32:41

32:41

Chances are, if you're a regular listener to this show, you at the very least have a healthy respect for customer experience and the value it brings to your organization. But there are a few brands out there that have a following like none other brands like Apple, Costco, Trader Joe's, Chick-fil-A, and, one of our host's personal favorites: Chewy, …

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Strategy for Sustainable Growth with Monika Schulze 21:33

3M ago21:33

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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#10 Navigating the Year of the Wood Dragon: Education, Growth, and CX Leadership Choices 26:26

4M ago26:26

26:26

In this episode, Nienke Bloem discusses the significance of the year of the wood dragon in relation to transformative energy, authority, and dignity, particularly for CX leaders. She shares her personal experiences with education and growth both as an employee in corporate organizations and as an entrepreneur. Nienke highlights the importance of st…

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Encore: Service Design 29:43

4M ago29:43

29:43

Producer's Note: This episode originally dropped on February 14, 2023. Steve Walker interviewed Justin Zalewski on how CX professionals can take an ordinary journey mapping process and do more than just find problems and build empathy - instead, Justin describes how to turn your journey mapping process up to "11". Please note that some details and …

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Maximizing Business Output Across Customer-Facing Teams with Ashish Santhalia 28:27

4M ago28:27

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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Welcome to 2024 34:31

4M ago34:31

34:31

That’s right - 300 episodes! Walker has been producing this podcast since January of 2018 and collected over 150 hours of content, discussed trends and events that included everything from COVID to artificial intelligence, and met some amazing customer experience professionals along the way. And at the beginning of each year we like to take a look …

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Crafting Clarity: Alyona Medelyan on the Journey of Thematic and Revolutionizing Feedback with AI 23:41

4M ago23:41

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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