Fantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.

About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service.

In This Episode, You Will Learn:

• How artificial intelligence is transforming customer service.
• The importance of a data-driven culture in modern businesses.
• Strategies for integrating AI with human intelligence to enhance customer experience.
• Jim Iyoob’s unique perspective on the future of customer interactions.

Connect with Jim Iyoob:

• LinkedIn: Jim Iyoob

Your Host:

• Gregorio Uglioni, host of the CX Goalkeeper Podcast
• Follow Gregorio for more smart discussions on CX, transformation, and leadership. https://www.linkedin.com/in/gregorio-uglioni/

CX Goalkeeper Podcast (audio)

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In this episode of the CX Goalkeeper Podcast, I had the pleasure of speaking with Rajesh Sankaran, a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance, the challenges of balancing the human touch with technology, and why emotional value is key to customer loyalty. Rajesh shared valuable insights on AI, digital transformation, and personalization strategies in the insurance industry. If you want to understand how Netflix, Amazon, and other digital giants influence insurance CX, this episode is a must-listen!

About the Guest

Rajesh is an insurance and e-commerce executive and technology leader passionate about harnessing technology to solve business problems. With 25+ years of experience helping large Insurance, Manufacturing, Communications, and Technology enterprises grow and expand. He is a technologist who came up through development, business analysis, and program management, allowing me to manage implementing/supporting enterprise scale delivery to grow businesses and solve complex problems. He works with organizations on CRM rollout, data insights, and Agile delivery. In his current gig, he builds a platform for D2C sales. The customer is king, and he is obsessed with ensuring our customers get the best experience with every interaction—2nd runner-up in CXPA awards.

Relevant Links

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

The Top 3 Key Learnings

1. Digital Expectations Are Set by Other Industries – Customers don’t compare insurers to other insurers. They compare them to Netflix, Amazon, and Apple, expecting the same level of speed, simplicity, and convenience.
2. Emotional Value Drives Customer Loyalty – Customers stay with insurers not just for price, but for the experience. Insurers must focus on human-to-human interactions, even in digital channels.
3. AI and Automation Are Essential, but Human Touch Matters – AI can improve efficiency, but customers still want a human connection when facing complex or emotional decisions. Insurers must blend automation with personalized support.

Chapters

00:00 Introduction and Guest Welcome

00:22 Rajesh Sankaran's Background

01:07 Core Values in Professional Life

01:47 Digital Transformation in Insurance

04:54 Challenges in Delivering Customer Experience

13:00 Balancing Technology and Human Touch

20:01 Future of AI in Insurance

22:19 Looking Ahead: The Future of Insurance

23:43 Conclusion and Final Thoughts

Keywords

digital insurance, customer experience in insurance, CX transformation, AI in insurance, insurance digitalization, omnichannel insurance, personalized insurance, customer loyalty in insurance, insurance technology, emotional value in CX, future of insurance, AI-driven CX, insurance automation, human touch in insurance,

With Rich Dorfman, a seasoned CX professional from Eastern Bank, we discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization.

Key Highlights:

• Rich Dorfman's journey and role in transforming customer experience at Eastern Bank.
• The evolution of customer expectations in the banking sector.
• Strategies for aligning CX with corporate objectives.
• The crucial link between employee satisfaction and customer happiness.
• Rich Dorfman's perspective on the future of customer experience.

Connect with Rich Dorfman:

• LinkedIn: https://www.linkedin.com/in/richdorfman/

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CX Goalkeeper Podcast, CustomerExperience, CX in Banking, Leadership, Digital Transformation, Rich Dorfman, Business Strategy, Employee Engagement, CX Insights

In this episode of the CX Goalkeeper Podcast, Valerie Peck shares her insights on why proactive service is key to long-term business success. We explore the power of innovation, the role of data in anticipating customer needs, and why reactive customer experience strategies are no longer enough. This episode is a must-listen if you want to stay ahead in the competitive CX landscape!

About the Guest

Valerie leads Elevate-X Consulting, where she helps organizations integrate customer intelligence into every aspect of their business, from strategy to data activation. Her expertise in customer intelligence-driven experience management has been honed over a distinguished career marked by strategic leadership and a commitment to innovation. Valerie is an entrepreneur and developed the pioneering experience mapping tool SuiteCX and led several consultancies before selling SuiteCX two years ago. Now, back in consulting, her approach integrates data-driven and 1-to-1 management consulting principles with the ‘how-to’ of technology implementation, ensuring customer success is at the forefront of every initiative. She helps her clients champion advancements in understanding where they are with their ability to delight their customers and enhance retention, acquisition, and loyalty. She believes that Applied Customer Intelligence and the innovation it enables make and keep both B2B and B2C companies ever more competitive.

Relevant Links

linkedin.com/in/valerie-peck-4b143

The Top 3 Key Learnings

1. Proactive CX Strategies Win: Businesses that anticipate customer needs and offer solutions before issues arise create stronger, long-term customer relationships.
2. Data is a Game-Changer: Leveraging customer data allows companies to predict trends, personalize experiences, and increase revenue through targeted engagement.
3. Company Culture Drives CX Success: Hiring the right people and fostering a culture of innovation are essential for creating a customer-centric organization.

Chapters

00:00 Introduction and Welcome

00:32 Meet Valerie: A Journey in Customer Experience

03:41 Innovate or Die: Proactive Service for Success

05:24 Defining Customer Experience

06:48 Valerie's Best and Worst Customer Experiences

11:02 Proactive Customer Experience Strategies

13:01 The Role of Data and Feedback in CX

17:39 Building a Proactive Company Culture

19:51 Future Trends in Customer Experience

25:16 Valerie's Golden Nugget and Conclusion

Keywords

customer experience, CX innovation, proactive customer service, customer intelligence, CX strategy, predictive analytics, business transformation, customer loyalty, brand promise, digital transformation, CX leadership, customer data, AI in CX, proactive engagement, customer retention, future of CX, CX metrics, innovation in customer experience,

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Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This is one outstanding REPLAY of the top episodes!

This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures.

Monika Schulze, a luminary in strategic marketing, shares her unparalleled insights on navigating the digital age with a customer-centric approach. Don't miss this masterclass in leveraging challenges for growth, understanding the evolving role of CMOs, and preparing for the future with AI.

Key Learnings

1. The Power of Curiosity: A curious mindset is the bedrock of innovation and growth.
2. Strategic Alignment: The alignment of goals across the organization and with strategic partners is key to achieving sustainable success.
3. Cultural Sensitivity in Leadership: Effective leadership transcends cultural boundaries through empathy and understanding.

Monika's linkedin profile: https://www.linkedin.com/in/monikaschulze/

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Tune in for this incredible episode and become part of the conversation shaping the future of customer experience and leadership. Please leave a comment and rate this podcast.

Workplace wellbeing is more than just a buzzword—it’s a game-changer. In this episode, Craig Fearn, a leading expert in workplace wellbeing, shares powerful insights on how organizations can create environments where employees thrive. From understanding the true meaning of wellbeing to shaping a positive workplace culture, this episode is packed with practical strategies that leaders can apply immediately. If you’re a business leader, CX professional, or someone passionate about creating a better work environment, this episode is a must-listen!

About the Guest

Craig Fearn wants to change the way we think about wellbeing right down to the words we use and the gestures we make to encourage a mindset shift across businesses.

As the Wellbeing Ambassador for the Chartered Institute of Directors, Craig is leading this change across the UK by empowering organisations of all sizes, across all sectors to create workplaces with a positive wellbeing culture.

Craig understands the foundations of sustainable wellbeing and his strategies, tools and workshops deliver results that empower teams to rethink their wellbeing, and what is sustainable for them at work and in life. ‍ Beyond his corporate work, Craig also provides NED and advisory services and is the Chief Advisor of Book of Beasties, a wellbeing game for families and schools. Craig believes we all deserve to live free of mental wellbeing struggles and champions a whole-self approach to managing stress, anxiety and burnout.

Relevant Links

https://www.craigfearn.com/

www.linkedin.com/in/craig-fearn1

The Top 3 Key Learnings

1. Wellbeing is deeply personal and varies for each individual. There is no universal definition, so businesses must create adaptable strategies that cater to diverse employee needs.
2. Leaders must focus on the "why" behind their wellbeing initiatives. Is it just a tick-box exercise, or is it a true commitment to employee happiness, retention, and long-term success? The intent behind workplace wellbeing efforts determines their effectiveness.
3. Culture is the backbone of employee wellbeing. Companies cannot fix wellbeing issues with pizza Fridays or token wellness perks. Instead, embedding a genuine culture of care, flexibility, and trust is the only sustainable way forward.

Chapters

00:00 Introduction to Today's Topic

00:42 Meet Craig Fearn

02:37 Core Values in Professional Life

05:08 Defining Wellbeing

07:50 Creating a Positive Wellbeing Culture

24:11 The Importance of Flexibility in the Workplace

31:40 Strategies for Improving Workplace Wellbeing

39:33 Conclusion and Final Thoughts

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Join us on the CX Goalkeeper Podcast for the replay of a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.

This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's knowledge and wisdom provide valuable lessons for professionals at all levels.

Key Highlights:

1. Empathy in Leadership: Jeremy discusses the importance of empathy and understanding within teams to foster a positive service culture.
2. The Balance of Technology and Human Touch: Insights into how technology can be integrated without losing the human aspect of customer service.
3. Continuous Improvement: Jeremy shares his approach to improving customer experience continuously, even in the face of limited resources.

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#CXGoalkeeper #JeremyWatkin #CustomerExperience #Podcast #Leadership #DigitalTransformation #CustomerService

Why You Can't-Miss This Episode

In this captivating episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement.

About the Guest

Marilyn Suttle has a proven track record of transforming customer relationships and elevating employee wellbeing.

She works with organizations that want to stand out as the business of choice.

A bestselling author, of three customer service books, including "Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan" Marilyn is the President of Suttle Enterprises, a personal and professional growth training firm that works with multi-cultural organizations.

Marilyn's programs have a strong focus on developing communication skills and implementing wellbeing practices to handle even the most difficult clients and colleagues.

Her highly engaging programs, coaching, and consulting services are sought after by professionals across various industries, from Fortune 500 companies to startups. Marilyn's extensive experience with online community management and social media has also helped brands engage deeply with their target audience, fostering strong and enduring customer loyalty.

As a speaker, Marilyn is known for delivering high-content, humorous presentations that engage and inspire action long after her programs end.

Relevant Links

LinkedIn: http://www.linkedin.com/in/marilynsuttle

The Top 3 Key Learnings

1. Empathy First: Start with understanding and validating the customer’s or employee’s emotions. Simple phrases like "You're right" can disarm tension and build trust.
2. Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence.
3. Resilience Through Leadership: Leaders should prioritize their own well-being and model healthy work-life boundaries, fostering a culture of care and productivity.

Chapters

00:00 Introduction and Welcome

00:33 Meet Marilyn Suttle

03:09 Core Values and Passion

05:27 Handling Difficult Customers

09:29 Leadership and Employee Support

15:27 Resilience and Well-being

17:40 Personal Practices for Success

20:37 Setting Boundaries with Customers

25:34 Future of Customer Experience

27:14 Final Thoughts and Contact Information

Keywords

customer experience, empathy in customer service, dealing with tough customers, Marilyn Suttle, CX podcast, resilience in leadership, customer engagement strategies, employee engagement, effective communication, leadership coaching, handling customer complaints, role of empathy in CX, CX podcast episode,

Your feedback is a gift—share your thoughts, questions, or ideas with us!

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Let’s continue the conversation on transforming customer and employee experiences!