CX Goalkeeper with Bjoern Kaelin - S1E26 is about leadership, empathy and the ART of collaboration

The CX Goalkeeper had a smart discussion with Björn Kälin

My learnings:

• His definition of empathy: feeling into something.

• The target is to understand customers' feelings and acting on feelings (including what to do next)

• We are all humans, and we are not the same every day.

• Anthrolytics is the solution. By sensing and predicting emotions, it gives advice on how to react on them.

• This is the solution to biased surveys! Which survey is not biased? 

• Behind every interaction there is a human. By leveraging each interaction and collecting data from all the touchpoints it is possible to understand how an interaction was influenced.

• Anthrolytics gives you the emotional state of a customer.

Moving to the second part of the discussion. The ART of collaboration – an outstanding article written by Björn:

• Collaboration is linked to feelings and emotions, Björn defined 3 main pillars:

• A as ACCEPT and ACKNOWLEDGE: Every person is different, UNIQUE. A happy person is not the same as the same unhappy person.

• R as RESPECT that there are different ideas, thoughts and feelings. (Known also as diversity of opinions)

• T as TOLERATE

• The ART of collaboration helps to work together with people you don't like

We are continuously in meeting, therefore use these hints

• Always assume good intention

• Leaders speak last

• Be there in the moment

His book suggestion

• Eleven Rings, Phil Jackson

Björn's golden nugget:

"Don't forget we are humans, we all have feelings, we all have emotions, we all expect something. The company, a business is more humans together, but it is important that we understand that and we are aware of that. It's not rocket science. "

How to contact Björn:

· https://www.anthrolytics.io/

· https://www.linkedin.com/in/bjoernkaelin/

Thank you, Björn!

#customerexperience #leadership #data #cxgoalkeeper