CX Goalkeeper and the ECXO with Enrique Gomez - E42 is about ROI in customer experience

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Enrique Gomez Alonso Enrique is Principal XP South EMEA at Medallia and Founding Member of the ECXO In this episode you will learn: - Some highlights on the ECXO - Show financial results to get on the top of the C-Suite priorities (on the short and on the long term) - 4 steps to develop a Voice of the Customer program i) Phase 1: Outside-in – Start with the external view ii) Phase 2: Few data available - Start linking customers feedback with some KPIs e.g., renewal rate (6-9 months of data available) iii) Phase 3: More data available - Start analyzing and deep diving into data. Proving the relations and the quality of the improvements implemented (1-1.5 years available) iv) Phase 4: Start with Predictive analysis (more than 2 years of data available) - Prepare the conversations with your stakeholders and make it understandable for them (speaking their languages) … and much more His book suggestion: - The Ultimate Question 2.0, Fred Reichheld Enrique’s golden nugget: Customer Experience is about resilience. If you want to have impact on the company, it’s about resilience. Try to enjoy your success, minimize the impact of failures ...but at the end, it pays out. How to contact Enrique: - https://www.linkedin.com/in/enrique-gomez-alonso-0a07aa1/ Thank you, Enrique! Thank you European Customer Experience Organization (ECXO)#customerexperience #leadership #ROI #cxtransformation #VoC #cxgoalkeeper #exco

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose