The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.

With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.

These are brief interviews that share the experiences of outstanding individuals who help charities improve.

Customer Experience professionals worldwide come together to share their experience insights and help others.

The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea.

These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG.

Join us and be part of it.

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In 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

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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

1. Every interaction creates a personal reaction,
2. People are instinctively self-centered,
3. Customer loyalty is about emotions,
4. Customer feedback isn't enough,
5. Unengaged employees don't create engaged customers, and
6. 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!

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.

With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.

These are brief interviews that share the experiences of outstanding individuals who help charities improve.

Customer Experience professionals worldwide come together to share their experience insights and help others.

The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea.

These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG.

Join us and be part of it.

​

In 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

_

Want to know the real reason why CX efforts fail — and how to fix them? In this episode, Eric Smuda reveals why strong governance is the secret to driving CX success. Learn how uniting teams and technology can boost growth, eliminate silos, and create powerful customer experiences.

About the Guest

Eric Smuda has built a distinguished career based on the belief that taking care of customers to drive organic growth is the most reliable way to help companies succeed. In his various roles, he has focused on translating the voice of the customer into operational improvements, new product and service introductions, and transformational customer experiences that have led to market share, revenue and profitability growth.

The list of companies he has worked for as a CX leader or consultant represents some of the most well-known brands in the world: Hertz, Avis Budget, Hewlett Packard, Walgreens, Humana, Mattress Firm, Duke Energy and TopGolf, among others. He is currently the Chief Experience Officer (CXO) for Likewize, a device protection company in Dallas, Texas.

Relevant Links

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

The Top 3 Key Learnings

1. Governance Drives Growth: Governance connects silos and creates shared accountability — making sure every team is aligned to meet customer needs.
2. People Over PowerPoints: Real CX change happens when leaders collaborate in person, share goals, and build trust — not just through frameworks.
3. Tech is a Partner, Not a Replacement: AI and digital tools must enhance human roles, not replace them. The balance between tech and people is key to future CX success.

Chapters

00:00 Introduction and Guest Welcome

01:12 Eric's Background and Values

03:47 Importance of Governance in CX

05:20 Creating Effective Governance Frameworks

09:47 Addressing Resistance and Building Trust

11:43 Future of CX: Technology and Human Collaboration

17:31 Conclusion and Final Thoughts

Keywords: customer experience, CX governance, Eric Smuda, CX Goalkeeper, cross-functional collaboration, digital transformation, customer journey, seamless customer experience, AI in CX, servant leadership, CX podcast, Gregorio Uglioni, governance frameworks, customer-centric growth, tech and human collaboration, breaking silos, customer insights,

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Apple Podcast: http://cxgoalkeeper.com/apple

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This episode is a powerful conversation with Peter Nicholson about transforming home healthcare through Ohana. Discover how his personal mission and professional background are creating real change in aged care, training caregivers with purpose, and helping older adults live with dignity.

About the Guest

Peter Nicholson is Managing Director of ALTKEA, a global healthcare consultancy.

For five years, he was responsible for the global business development function of Dermavant Sciences GmbH and was GM of its Swiss affiliate before the company was acquired by Organon. Prior to that, he was responsible for the global strategy and business development functions at Galderma (Nestlé / L’Oréal), and before that at Mentor (Johnson & Johnson) and Inamed (Allergan), where he led the groups responsible for strategic partnerships, licensing agreements, acquisitions, joint ventures, divestitures and out-licensing. He spent six years at Amgen working in product development, investor relations and product licensing roles created the company’s corporate venture capital program.

He became aware of issues in elder care through his parents’ health decline and co-founded of OHANA HEALTH, a social impact company focused on professionalizing the vocation of caregiving to upskill workers and empower them to provide person-centered care for older adults while lowering the burden on healthcare budgets.

Relevant Links:

https://www.linkedin.com/in/peter-nicholson-b9b3ab1b7/

https://ohana.health

The Top 3 Key Learnings

1. Empowering Caregivers Is Essential: Proper training and support for caregivers improve both job satisfaction and patient outcomes.
2. Technology and AI Can Elevate Aged Care: Personalized learning paths and care planning tools help caregivers and healthcare systems work more effectively.
3. Aging with Dignity Is a Human Right: By rethinking aged care, society can provide more respectful, informed, and compassionate support for the elderly.

Chapters

00:00 Introduction and Guest Welcome

01:22 Guest Introduction: Peter Nicholson's Background

03:09 Values Driving Professional Life

04:16 The Origin and Meaning of Ohana

05:05 Challenges in Aged Care and Demographic Shifts

07:18 Inspiration Behind Ohana and Its Mission

11:55 Innovative Training and Workforce Development

23:21 Future Vision and Global Expansion

27:26 Conclusion and Final Thoughts

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!

We are revisiting one of the most downloaded episodes of the CX Goalkeeper Podcast; we were joined by Joey Coleman, an expert in customer experience and the author of "Never Lose an Employee Again." This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both.

Top 3 Key Takeaways

1. Employee Experience as a Recruiting Tool: Companies can differentiate themselves in the job market by focusing on meaningful and unique employee benefits. The perks should not only be attractive but also reflective of the existing employee base.
2. The Human Aspect in Leadership: Connecting emotionally and personally with your employees can go a long way in fostering a positive work environment. This connection makes the journey towards achieving business goals more cohesive and enjoyable.
3. The Power of Empathy: As Joey's "Golden Nugget" suggests, "There's always an opportunity to treat humans as humans and to form personal and emotional connections... The best way to create these connections is through empathy."

Joey Coleman:

Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he collaborates with organizations worldwide, ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His two books have received critical acclaim, and both were instant Wall Street Journal bestsellers. Never Lose a Customer Again offers strategies and tactics for turning one-time purchasers into lifelong customers, and his newest book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he’s spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his fantastic wife and two young sons.

Contact Details:

• https://joeycoleman.com/
• https://www.linkedin.com/in/joeycoleman1/
• Joey's books

With insightful observations and actionable advice, this episode is a must-listen for anyone seeking to enhance their company’s customer and employee experiences.

Follow, rate, and review the podcast.

- Apple Podcast: http://cxgoalkeeper.com/apple

- Spotify: http://cxgoalkeeper.com/spotify

Are you truly the leader you want to be—or just reacting under pressure? In this powerful episode, Sabina Nawaz shares hard-earned insights from decades of coaching CEOs and writing her new book, You Are the Boss. Discover how to navigate leadership challenges and lead with intention, clarity, and care.

About the Guest

Sabina Nawaz is an elite executive coach who advises C-level executives and teams at Fortune 500 corporations, government agencies, nonprofit organizations, and academic institutions worldwide. Sabina gives dozens of keynotes, seminars, and conferences each year and teaches faculty at Northeastern and Drexel Universities. During her fourteen-year tenure at Microsoft, she transitioned from managing software development teams to leading the company’s executive development and succession planning efforts for over 11,000 managers and nearly 1,000 executives. She is the author of YOU'RE THE BOSS: Becoming the Manager You Want to Be (and Others Need).

Relevant Links

https://sabinanawaz.com/

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

https://www.instagram.com/sabinacoaching/

The Top 3 Key Learnings

1. Leadership can quietly derail with success — Promotions increase pressure, which can distort behaviors and distance leaders from honest feedback.
2. Listening is a superpower — Developing your “shut up muscle” by speaking less and asking more questions helps you hear diverse perspectives and build stronger teams.
3. Micro-habits create sustainable self-care — Managing stress through tiny, consistent habits like one mindful breath daily helps maintain performance and wellbeing.

Chapters

00:00 Welcome and Guest Introduction

00:55 Career Highlights and Values

03:01 Discussing the Book: 'You Are the Boss'

03:20 Recognizing and Managing Power and Pressure

07:36 Effective Leadership Communication

13:01 Managing Stress and Wellbeing

15:38 Leadership Blind Spots and Continuous Improvement

18:57 Final Thoughts and Golden Nugget

Keywords: leadership development, Sabina Nawaz, CX podcast, you are the boss book, pressure in leadership, power gap in management, leadership blind spots, self-care for leaders, executive coaching, shut up muscle, micro habits for stress

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In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty.

A Short Description of the Guest

Stacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring that CX is done right. Her dedication to improving customer and employee experiences shines through her work, including speaking engagements, workshops, and her podcast.

Contact Details:

Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/

Stacy’s webpage: https://doingcxright.com/

Stacy’s podcast: https://doingcxright.com/podcasts/

3 Key Learnings

1. Human Connection is Key: Beyond processes and technology, the essence of CX and leadership lies in genuine human connection and understanding.
2. Leadership is a Practice of Empathy: Effective leadership is characterized by empathy, active engagement, and the ability to unify and motivate.
3. The Importance of Reflection: Taking time to pause and reflect can significantly enhance decision-making and interpersonal relationships.

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