Discover the future of omni-channel customer experience with insights from Sara Zagaria, Director at Politecnico di Milano. Learn how to transform your business's customer interactions into seamless, integrated experiences.

About the Guest:

Sara Zagaria - Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research. In 2015 she began her career within the Digital Innovation Observatories of Politecnico di Milano, carrying out applied research activities and analyzing the impact of digital innovation on various fields and sectors (Mobile Enterprise, Sport, Insurance). In recent years she has focused on the Customer Experience theme, delving into the organizational and technological transformations required in response to an increasingly multichannel customer (Business and Consumer). She is currently the Director of the Omnichannel Customer Experience Observatory and of the B2b Customer Experience Research.

links:

https://www.osservatori.net/it/ricerche/osservatori-attivi/omnichannel-customer-experience

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

Episode Summary:

Sara Zagaria shares her journey and expertise in omni-channel customer experience, highlighting the importance of integrating various customer touchpoints to create a seamless experience. She discusses the challenges companies face in this transformation and provides actionable insights on how to overcome them. Sara also emphasizes the critical role of vision, employee engagement, and data utilization in achieving a successful omni-channel strategy.

Top 3 Key Learnings:

1. Omni-Channel Integration: It’s crucial to integrate all customer touchpoints, ensuring a seamless and consistent experience across channels.

2. Employee Engagement: Engaging and empowering employees with the right technology is essential for delivering exceptional customer service.

3. Data Utilization: Properly utilizing and integrating customer data across platforms can significantly enhance personalized customer experiences.

Chapters:

00:00 Game Start

00:49 Introduction to Sara Zagaria

01:25 Sara’s Journey and Passions

04:36 Missions and Goals of the Omni-Channel Customer Experience Observatory

07:08 Benefits for Companies in Participating in Research

11:35 What Omni-Channel Really Means

17:42 Real-Life Omni-Channel Example

19:18 How Companies Should Approach Transformation

23:31 The Importance of Vision and Employee Engagement

24:13 Future Trends in Customer Experience

26:28 How to Connect with Sara Zagaria

27:13 Golden Nugget and Upcoming Event

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We appreciate your support and look forward to bringing you more valuable content in the next episode. Remember, we're in a human-to-human business environment. Thank you!

Discover the critical importance of taking action on customer feedback and process engineering. Learn how integrating Agile methodologies with customer experience can uplift your business. Nicholas Zeisler shares invaluable insights on making customer experience data actionable and improving internal processes for superior customer satisfaction.

Nicholas “Z” Zeisler is a Customer Experience Strategist and Fractional CXO. He helps client companies identify gaps in their Brand Promise Delivery and adjust, update, and improve internal processes, systems, and policies to ensure Customers have properly aligned experiences every time they interact with them. He’s a 30-year Air Force veteran and currently serves at the US Air Force Academy as a statistics professor and is also a Professor of Practice in Michigan State University’s first-in-the-nation Master of Science degree program in Customer Experience Management. He lives in Colorado with his partner and their awesome dog.

LinkedIn: https://www.linkedin.com/in/zeislerconsulting/

Website: https://zeislerconsulting.com/

Episode Summary

In this engaging episode, Nicholas Zeisler emphasizes the necessity of acting on customer feedback to improve customer experience and operational processes. He shares his journey from process engineering to customer experience, highlighting the value of curiosity and continuous improvement. Nicholas provides practical examples of how organizations can leverage VOC (Voice of the Customer) data, integrate Agile practices, and foster a customer-centric culture to achieve significant business outcomes.

Top 3 Key Learnings

1. Actionable Insights: Simply collecting customer feedback is not enough. Organizations must translate insights into concrete actions to improve customer experience and operational efficiency.

2. Cross-Disciplinary Integration: Combining methodologies such as Lean Six Sigma, Agile, and VOC processes can create a holistic approach to solving customer issues and improving business processes.

3. Curiosity and Continuous Improvement: Cultivating a culture of curiosity and a mindset of continuous improvement is essential for identifying root causes of issues and innovating effective solutions.

Chapters

00:00 Game Start

00:34 Introduction of Nicholas Zeisler

01:42 Nicholas Zeisler on Process Improvement

03:32 Critical CX Principles

07:00 Real-world Examples of CX Transformation

12:57 Integrating Agile and CX

18:51 The Importance of Small Changes

23:32 Skills for CX Leadership

27:11 Future of CX

28:23 How to Contact Nicholas Zeisler

29:57 Nicholas Zeisler's Golden Nugget

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Join us next time as we continue to explore the dynamic world of customer experience and leadership. Remember, we are in a human-to-human business environment. Thank you!

Dive into the world of exceptional customer experience with Joseph Michelli, an international authority on service excellence, in this enlightening episode of the CX Goalkeeper Podcast. Discover how global brands transform their customer interactions to create memorable and impactful experiences.

About Joseph:

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

www.josephmichelli.com

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

Why You Can't Miss This Episode

• Expert Insights: Joseph brings decades of expertise in enhancing customer service across various industries.
• Practical Strategies: Learn actionable methods to apply immediately in your business.
• Inspiration for Innovation: Get inspired to innovate and elevate your approach to customer experience.

The Top 3 Key Learnings

• Embracing the Principle of Delight: How unexpected delights can significantly enhance customer loyalty.
• Cultural Transformation in Major Brands: Effective strategies for embedding customer-centricity in corporate culture.
• Technology and Human Insight: Balancing technology with human interaction to optimize customer service.

Chapters

00:00 - Introduction

01:15 - About Joseph Michelli

03:00 - Importance of Service

06:30 - Principle of Delight

10:00 - Cultural Transformation

14:00 - Technology and Customer Service

18:00 - Key Business Principles

22:00 - Closing Thoughts

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Episode Page: https://www.cxgoalkeeper.com/JosephMichelli

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