Exploring the MarTech & CX Landscape
Today we’re going to talk about adaptability and agility in Customer Experience, and how CX is a shared responsibility within an organization. To help me discuss this topic, I’d like to welcome Steve Pappas, Head of US & CMO at Panviva and…
The CX Goalkeeper had a smart discussion with Pascal Kaufmann My learnings: – It is possible to create human level AI – Deep learning and Machine Learning will not replicate the human brain. Indeed, to create flying machine, it was not required to…
In many ways, rebranding a 100 + year old legacy corporation through the lens of equity and inclusion put Booz Allen Hamilton (BAH) ahead of its time. For a company that originated the ‘management consulting’ model largely for federal government and defense contracting services, there had to be compelling reasons to disrupt the traditions that had made this firm operate successfully for more than a millennium. Who wants to change something that’s worked for so long?
The CX Goalkeeper had a smart discussion with Ian Golding, the CX specialist (and not expert) Ian is THE Global Customer Experience Specialist (and not expert!). He is a Certified Customer Experience Professional (CCXP) and the first recognized…
The CX Goalkeeper had a smart discussion with Björn Kälin My learnings: His definition of empathy: feeling into something. The target is to understand customers’ feelings and acting on feelings (including what to do next) We are all humans,…
Today we’re going to talk about the return to the office and how it is causing companies to need to be nimble and adaptive in their approach to planning their office needs for everything from the next several months to the next several years. To…
Today we’re going to talk about creating meaningful change in organizations. While most leaders say they want their company to be forward-thinking and stay ahead of the competition, when the rubber meets the road, there is often a reluctance to…
Today we’re going to talk about some of the things that a shift to remote work has changed that may have gotten less notice than some more obvious things like Zoom meeting fails, companies’ lack of remote work policies, and other things that were…
The CX Goalkeeper had a smart discussion with Annika Björck My learnings: Most transformation projects fail due to 2 main causes: The initiative’s success cannot be proved, and little improvements are invisible Too much focus on “doing” and…
Today we’re going to talk about the Future, and more specifically how augmented and virtual reality will play a role in our futures. To help me discuss this topic, I’d like to welcome Cathy Hackl, Author, Futurist and Chief Metaverse Officer at…
