Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience CX Goalkeeper with Marius Ghios - S1E19 is about customer led environments and future-focused leaders
Marius is a Customer Experience expert, an outstanding innovator and Judge at International CX Awards. He was named among the 50 most influential CX experts in UK.
My learnings:
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Focus on customers' needs and try to build everything around them (also leveraging available data).
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Often after the design of a new experience (or product), during the development phase, several technical challenges arise, it is a common issue that teams don't go back to the customers and leverage the available insights again to keep the focus on the customers' needs.
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Often at project table, CX is not enough represented
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Strategy and vision guide the company. Start with the right setup and mindset and keep an eye on what is happening outside a company too.
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Consumer's education is really important.
Future focused leaders are:
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able to leverage the power of delegation, empowerment and motivation.
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accept and support diversity (e.g., of mindset)
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are more strategic and less tactical: they find wins for tomorrow and at the same time, create value in the long term in a balanced way.
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think about what they can do and what they could do differently
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build up on their knowhow and accept suggestions from other.
His book suggestion:
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It is not a book. After the pandemic you should travel to Ethiopia. Visiting these tribes, give you energy and power.
Marius Golden Nugget: "everything starts with the consumer. no matter what you are doing, your role, … the consumer is the core, everything we are working for"
How to contact Marius:
Thank you Marius!
#customerexperience #leadership #innovation #transformation