Podcast ¦ CX Files: Gregorio Uglioni – CX Goalkeeper – CX Transformation That Hits The Back Of The Net!

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Key Takeaways

  1. Egypt’s Growing Role: Egypt is emerging as a significant multilingual business destination in Africa and the EMEA region, with a strong focus on growth and development.
  2. Human-Centric Customer Experience (CX): A human-centric CX approach focuses on building relationships rather than managing transactions, highlighting the importance of authentic interactions.
  3. CX Success Factors: Successful CX requires an understanding of both customers and employees, recognising their roles in nurturing relationships and improving service delivery.
  4. Partnering in CX: A “partner” in CX must clearly understand the goals and problems to solve, ensuring that partner capabilities align with organizational needs.
  5. Five Pillars of Human-Centric Transformation: The key pillars are strategy, understanding people, innovation/change, measurement, and culture.
  6. Strategic Alignment: CX strategy should align with the company’s overall vision and business objectives to drive effective initiatives.
  7. Understanding People: Comprehending the needs and experiences of both employees and customers is crucial for fostering positive interactions.
  8. Innovation in CX: Innovation should involve collective input from employees and customers to create solutions that truly address their needs.
  9. Measuring Success: Success should be measured using relevant business KPIs, such as increased revenue and reduced costs, rather than traditional metrics like NPS.
  10. Culture’s Role in CX: Culture significantly impacts how issues are approached and how solutions are developed within teams.
  11. Transformational Metrics: Metrics should be linked to the company’s P&L statement, showing how CX improvements contribute to tangible business outcomes.
  12. Employee Engagement: Engaging employees in problem-solving promotes a culture of accountability and solution-oriented thinking.

Key Statistics

  • Greg’s Insight: Greg emphasised that a strong transformation process involves aligning actions with company targets to influence the P&L effectively.
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Key Discussion Points

  1. Greg’s Podcast “CX Goalkeeper”: Highlights crucial conversations in CX, using a sports analogy to make the concepts relatable.
  2. Human-Centric Approaches: The importance of human-centric methods in delivering meaningful customer interactions, especially in contact centres.
  3. Transactions vs. Relationships: The distinction between transactions, interactions, and fostering lasting customer relationships.
  4. Role of Partners in CX: How to choose partners for CX initiatives based on specific needs and objectives.
  5. The Five Pillars of Human-Centric Transformation: A simplified framework for CX leadership.
  6. Employee Involvement: Involving employees in the CX transformation process enhances understanding and drives better outcomes.
  7. Relevant KPIs for CX Success: Moving beyond customer satisfaction scores, it’s crucial to measure success using business-relevant KPIs.
  8. Aligning CX Metrics with Business Goals: Ensuring CX metrics reflect real impacts on revenue and cost efficiency to deliver true business value.
  9. Cultural Shifts for Successful CX: A shift in culture is essential for successful CX transformations, encouraging open dialogue and problem-solving.
  10. Simplifying CX Concepts: Using relatable examples, like a football analogy, to communicate complex CX ideas effectively.
  11. Leadership in CX: The role of leadership in fostering a supportive culture that empowers employees in the CX field.
  12. Greg’s Call to Action: CX leaders are encouraged to align their strategies with corporate goals to ensure sustainable success.

Podcast Description

In this episode of The CX Files, hosts Mark Hillary and Peter Ryan discuss the evolution of human-centric customer experience and its increasing importance. Featuring Greg Oleoni, a leading figure in the CX community, the conversation dives into the core elements of effective customer engagement strategies. From building meaningful customer relationships to the five pillars of human-centric transformation, the episode offers valuable insights for CX leaders seeking to improve their organisational practices and achieve impactful results. Tune in to discover how innovative approaches and an understanding of the cultural role in CX can create value for both customers and businesses.

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