In this episode of the CX Goalkeeper Podcast, host 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 actual 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 the Guest

With over three decades of experience, Patty has been a CX practitioner, consultant, and analyst. She led dysfunctional organizations through change management to profitability. She found significant financial benefits using the CX discipline, such as more profitable sales and lower expenses.

Using customer-centric business strategies, Patty created cultures, advised organizations to adopt CX, and analyzed CX best practices.

Relevant Links

https://www.linkedin.com/in/pattysoltis

The Top 3 Key Learnings

Align CX with Business Strategy: To gain executive buy-in, CX efforts must align with the company's core strategy and demonstrate a direct impact on profitability.

Blend Qualitative and Quantitative Data: Effective CX leaders combine customer feedback with business metrics to provide a comprehensive view that resonates with the C-suite.

Focus on Value, Not ROI: Rather than attempting to prove ROI, CX professionals should demonstrate the value of their initiatives by showing how they drive business outcomes.

Chapters

00:00 Introduction and Guest Presentation

03:13 Aligning CX Initiatives with C-Suite Priorities

07:15 Challenges of Aligning CX with Company Strategy

08:44 Effective Methods for Aligning CX with C-Suite Expectations

12:00 Leveraging Data and Storytelling in CX

16:52 Empathy and Influence in CX Leadership

18:42 Overcoming Barriers in CX and Proving Value

22:35 Future of CX and Technology

24:04 Conclusion and Contact Information

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In this episode of the CX Goalkeeper Podcast, 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, top companies' strategies to create loyal customers, and how to apply these insights to elevate your brand.

About the Guest

Dr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world’s leading expert on brand love, and the winner of the Stetik Group Brand Relationship Award for research with the greatest impact on marketing practice. His popular book, The Things We Love, has been named by Amazon as a “best business book.” A Stanford University study ranked him in the top 2% of all scientists worldwide. He has been on the Oprah Winfrey Show and consulted for Google, Amazon, L'Oréal, Samsung, Maybelline, Procter & Gamble, Audi, General Motors, Microsoft, Ford, GfK Market Research, and others.

Relevant Links

https://www.BrandLoveCentral.com

https://www.linkedin.com/in/aaronahuvia/

The Top 3 Key Learnings

Personification is Powerful: Humanizing or linking your brand to a beloved individual can significantly enhance customer emotional connections.

Customer Experience is Crucial: High-quality products alone aren't enough; the customer experience must be enjoyable to spark emotional attachment.

Brand Love Equals Loyalty: Whether mild or intense, emotional connections lead to greater brand loyalty and can significantly impact your bottom line.

Chapters

00:00 Introduction and Guest Presentation

01:00 Introduction of Aaron Ahuvia

02:39 Values and Research Focus

03:58 Experience with Oprah Winfrey

06:30 Explanation of Brand Love

09:32 Ways to Create Brand Love

17:44 Case Studies and Examples

24:37 Measuring and Improving Brand Love

26:55 Future of Brand Love

31:34 Conclusion and Contact Information

We'd love to hear your feedback! Did you enjoy this episode? Follow and subscribe to the CX Goalkeeper Podcast for more insightful discussions.

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Spotify: https://bit.ly/3GhCGXeCXGK

In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today’s fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience landscape.

About the Guest

Holger von Seherr-Thoss is the CEO & Partner of moveXM, a software company for Customer Experience Management based in Frankfurt am Main. Since 2019, as a member of the founding family, he has led the company, which offers a Software-as-a-Service solution (SaaS) for holistic management - hosted and made in Germany.

Holger began his professional career with experiences at Lufthansa Cargo and the international Ogilvy Fellow Program at Ogilvy & Mather. After his Master of International Business at the University of St Andrews (Scotland), he continued his career in the Customer Consulting division at KPMG.

Holger's main topics are customer experience management, customer centricity, and customer satisfaction. With his expertise, he accompanies the CX programs of moveXM clients such as BMW, VW, Provinzial Insurance, and others. In addition, he hosts a webinar series, publishes articles, and gives lectures on current CX topics.

MoveXM is a European software provider for CX management (SaaS) with over 28 years of experience. moveXM helps to collect and analyze feedback to make data-based decisions and derive actions. The customer base includes international companies of various industries and sizes. MoveXM combines an ISO-certified software solution with human expertise, is hosted and made in Germany, and meets the highest data protection standards.

Relevant Links

LinkedIn: https://www.linkedin.com/in/holgervonseherrthoss/

Website: https://movexm.com

The Top 3 Key Learnings

1. AI's Evolution in CX: The integration of AI, particularly generative AI, is a trend and a necessary evolution for improving efficiency and gaining valuable insights in customer experience management.
2. Balancing Personalization and Privacy: Successfully navigating the thin line between offering hyper-personalized experiences and respecting customer privacy is crucial for maintaining trust and avoiding the "creepy factor."
3. Customer-Centric Culture: A strong customer-centric culture, supported by trust and a willingness to innovate, is vital for driving success in any customer experience strategy.

Chapters (Audio Version)

00:00 Introduction and Guest Introduction

03:07 AI in Customer Experience

05:50 Challenges in AI Implementation

11:41 Customer-Centric Culture and AI Implementation

13:57 Data Privacy and Security

18:29 Customer-Centric Culture at MoveXM

22:02 Future of CX and AI

23:16 Contact Information and Closing Remarks

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