Revisited: Unleashing the Power of Experience Management
Business Transformation Pitch with The CX Goalkeeper
Release Date: 06/16/2025
#267: Mastering CX and Digital Innovation: Global Insights
Business Transformation Pitch with The CX Goalkeeper
In this engaging episode Gregorio Uglioni welcomes Hussein M. Dajani, a visionary leader in customer experience and digital transformation. Hussein 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 dives into three significant transformation examples, starting with Red Bull’s innovative marketing campaign during the Felix Baumgartner space jump. He then shares the groundbreaking...
info_outline
#266: The Heart Of Service: a Blueprint For Human-Centric Ai In Customer Service
Business Transformation Pitch with The CX Goalkeeper
This episode dives into The Heart of Service, a practical guide to human-centered AI in customer service. Nick explains real stories, change management, measuring AI impact, frontline listening, ethics, and tools leaders can use. Good for CX leaders, managers, and practitioners. About Nick Glimsdahl Nick Glimsdahl is a trusted advisor to customer service leaders navigating the pressure to modernize operations, improve experience, and prove the value of their AI investments. As the host of the Press 1 For Nick podcast, he’s interviewed more than 200 CX leaders, authors, and innovators about...
info_outline
#265: Winning Leadership Buy-In: Aligning CX with Business Goals
Business Transformation Pitch with The CX Goalkeeper
Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the true value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in. About Patty Soltis Over three decades of experience, Patty has been a practitioner, consultant, and analyst in CX....
info_outline
#264: B2B or B2C: Time to Level Up in CX with Ben Phillips
Business Transformation Pitch with The CX Goalkeeper
Ben Phillips, a 20-year CX professional, explains how B2B customer experience differs from B2C, highlights key B2B moments, and gives real examples of fixing and leveraging accounts. He also shares practical training ideas: translate leadership strategy into frontline actions and use short, authentic formats like podcasts. About Ben Phillips Ben is a Certified CX Professional (CCXP) with almost 20 years working directly in Customer Experience (CX) roles for worldwide enterprise-grade organisations, both B2C and B2B. He has held Director, Leader and consultancy positions in CX for market...
info_outline
#263: People, Platforms, and the Truth About CX
Business Transformation Pitch with The CX Goalkeeper
In this episode, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you’re curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, the strategies top companies use to create loyal customers, and how you can apply these insights to elevate your brand. About Aaron Ahuvia Dr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world’s leading expert on brand love,...
info_outline
#262: Retail Reinvented: People, Platforms, and the Truth About CX with Melissa Moore
Business Transformation Pitch with The CX Goalkeeper
Melissa Moore shares real retail stories, training tips, and practical views on customer centricity, employee experience, AI, and TikTok shop. Listeners get honest lessons on execution, people-first leadership, and building consistent retail experiences across channels. About Melissa Moore Melissa Moore is an award-winning Retail Consultant and Educator with over 25 years’ retail experience. She founded The Retail Advisor consultancy to empower retailers and brands to reach their potential through sales growth and excellence in customer experience and was awarded the RETHINK Retail ‘Top...
info_outline
#261: Fans Favorite: Mastering Design Thinking: Igniting Innovation and Supercharging Transformation with Michael Lewrick
Business Transformation Pitch with The CX Goalkeeper
In this episode, Greg sits down with Michael Lewrick, bestselling author and design thinking expert, to unravel how the mindset of design thinking—beyond just tools—can spark innovation, drive transformation, and elevate business performance. Michael dives into real-world cases, shares his “50 tools” framework, explores how to measure innovation using metrics and AI, and explains how ecosystems and systems thinking amplify impact. His golden nugget? Keep your curiosity alive, experiment continuously, and stay open to what the future holds. About Michael Lewrick Bestselling Author |...
info_outline
#260: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success
Business Transformation Pitch with The CX Goalkeeper
Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer...
info_outline
#259: Leading High-Performing Teams: Simple Habits of Fearless Leaders: Nick James
Business Transformation Pitch with The CX Goalkeeper
Learn how fearless leaders build high-performing teams. Nick James shares practical habits: start with why, create psychological safety, empower people, use candid feedback, and coach individuals. He also explains his Eighty20 coaching, leading agile change, and why radical transparency and backing your team matter in fast change driven by AI and technology. About Nick James Based in Zurich, Nick has spent the past 30 years helping organisations transform and adapt to the ever-changing business environment spanning technology, business and regulatory change. He has an infectious passion for...
info_outline
#258: Building the Future: AI, Avatars and the Power of Community
Business Transformation Pitch with The CX Goalkeeper
This episode explores avatars, AI, and community-driven value. Annika Kessel explains Cosmic Universe, ethical avatar design, NFTs, and community economies. Hear real risks like profile hacking and practical uses for brands, education, and mental health. Learn a human-centered view of AI and the future. About Annika Kessel Annika Kessel is a visionary leader building a new societal model at the intersection of human consciousness, AI, and decentralized community economies. She inspires millions to reconnect with their true essence through heart-driven experiences, creating ecosystems where...
info_outlineIn collaboration with CCW Europe Summit 2025
CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.
Spot are limited! Join the event join the movement:
Use the discount code CXGOALKEEPER20 for 20% additional discount!.
https://europe.customercontactweekdigital.com/events-ccweurope
_
It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.
Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they’re customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all.
Episode Chapters
00:00 Game Start
01:09 Bruce Temkin introduces himself
02:01 Bruce shares the values that drive his life
03:50 Discussion on Experience Management
06:44 The difference between CX and XM
08:37 Bruce shares the six laws of Experience Management
14:33 Bruce's favorite law of Experience Management
16:11 Key leadership lessons from Bruce's career
21:04 Bruce's vision for the future of Experience Management
30:02 How to contact Bruce
30:39 Bruce's golden nugget
Deep Dive into the Discussion
- Understanding Experience Management
- The Difference Between CX and XM
- The Six Laws of Experience Management
- Every interaction creates a personal reaction,
- People are instinctively self-centered,
- Customer loyalty is about emotions,
- Customer feedback isn't enough,
- Unengaged employees don't create engaged customers, and
- Operational silos can cause bad customer experience.
- Key Leadership Lessons from Bruce's Career
- Bruce's Vision for the Future of Experience Management
Follow & Subscribe to the CX Goalkeeper Podcast:
Apple Podcast: http://cxgoalkeeper.com/apple
Spotify: http://cxgoalkeeper.com/spotify
We'd love to hear your thoughts — leave a comment or share your feedback!