My Courses
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CX Goalkeeper with Ana Maria Zumsteg is about NPS and building long-lasting relationships with customers
With more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers’ needs across 30+ countries, Ana Maria shared some of her top learnings. Ana Maria implemented the NPS framework…
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CX Goalkeeper with Francesca Tempestini – S1E4 is about Disney magic – the employee experience of a cast member during the first days at Disney
Francesca Tempestini Serie 1 – Episode 4 Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled during this smart discussion about her experience at Disney as a cast member. Francesca Tempestini is…
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CX Goalkeeper with Martin Wettstein – S1 E3 is about People, Computer and Knowledge
Martin Wettstein is an innovative and strategy driven senior leader with over 20 years of front-line experience establishing new IT functions from the ground up, rebuilding existing departments, and developing and implementing best-in-class systems,…
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CX Goalkeeper with Heike Wiegand – S1E2
Heike Wiegand is Partner at KPMG in the insurance practice. She is an expert in several fields like insurance, strategy and consulting. In this episode Heike shares his view of the status of the insurance Industry. In particular, she is giving some…
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118: #118 Brand and the Center of Experience
Your brand is a vital component in a successful customer and employee experience
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117: #117 Bold Leadership in Times of Change
Today we’re going to talk about how to exhibit bold leadership in times of change, and the need to build mutual trust between leadership and employees for the long term sustainability of an organization. To help me discuss this topic, I’d like to…
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The CXWG2020 & “The Customer Experience Playbook” with Jonathan Daniels – S1E1
Jonathan Daniels is very well known in the CX world. He is the author of the book “The Customer Experience Playbook” He is dedicating his time co-creating, training and coaching organisations and leaders, giving practical tips on becoming…
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116: #116 Silos and experience
How do internal barriers prevent you from having great employee and customer experience?
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115: #115 Version Next, Now Part 4, Episode 3: Security-Built Culture w/ Gerard Lendore, TEKsystems
The pace of change and digital disruption already stretched security teams to their limits. The proliferation of endpoint devices expanded attack surfaces. The escalating sophistication, volume and velocity of cyberattacks require 24/7 monitoring….
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114: #114 Calculating the Value of CX
You can’t manage what you don’t measure. Let’s apply that to customer experience as well.
