CX Goalkeeper & ECXO with Silvana Buljan - E49 is about CX leadership on managerial level

The CX Goalkeeper had a smart discussion with Silvana Buljan Silvana is founder and CEO of Buljan & Partners Consulting, Ambassador of the ECXO and Professor of Customer Experience at the Mondragon Unibertsitatea in Spain. In this episode you will learn: - Some insights on the ECXO - Culture is key in a customer centric transformation - There is no standard approach to start a CX transformation, there is no “one fits all” solution - People have their own agenda. The “system” trains stakeholders to look for their objectives because these are relevant for them. - Department based objectives can create a misalignment on the overall company targets - Silvana developed a methodology to assess, measure and improve customer centric leadership competencies which based on 5 pillars: 1) CX Attitude 2) CX Focus 3) CX Drive 4) CX Connect 5) CX Talent … and much more Her book suggestion: Heroic Leadership, Chris Lowney Silvana’s golden nugget: Love your customer more than his/her share of wallet. How to contact Silvana: - https://www.linkedin.com/in/silvana-buljan-889110/ - https://buljanandpartners.com/en/home/ Thank you, Silvana!#customerexperience #leadership #cxgoalkeeper #podcast #exco #cxtransformation #customerculture #culture #cxstrategy

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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