152: #152: Agile Customer Experience with Steve Pappas
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…
CX Goalkeeper with Pascal Kaufmann – S1E28 is about human level artificial intelligence
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…
The impact of rebranding
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…
CX Goalkeeper with Ian Golding – S1E27 is about boosting CX professionals’ motivation
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…
CX Goalkeeper with Bjoern Kaelin – S1E26 is about leadership, empathy and the ART of collaboration
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,…
151: #151: Office planning for the future of work with David Cornbrooks, Savills North America
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…
150: #150: Meaningful Business Transformation with Andrew Deutsch, Fangled Technology
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…
149: #149: Retaining our humanity in a remote work world with John Friedman
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…
CX Goalkeeper with Annika Björck – S1E25 is about leadership and the source for change change
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…
148: #148: AR, VR, and the Future of Work with Cathy Hackl, Futures Intelligence Group
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…
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