In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it’s not just about technology; it’s about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be enablers rather than solutions looking for problems.

But it’s not just about the ‘what’ and the ‘how’; it’s also about the ‘who.’ Roy talks about the role of culture in a company’s digital transformation journey and how it can make or break the strategy. He also discusses the importance of customer involvement, stating that customers are often the ones leading digital transformation.

About Roy Aktinson

Roy Atkinson is a luminary in the fields of customer service, customer experience, and digital transformation. With years of experience and a deep understanding of how technology and people intersect, Roy brings a unique blend of strategic vision and practical advice to the table. He has been a keynote speaker at numerous industry events, sharing his insights on the importance of focusing on the human element in digital transformation. Known for his thought-provoking perspectives, Roy is not just an expert but a catalyst for change, challenging businesses to rethink their strategies and cultures to stay ahead in a rapidly evolving landscape.

Resources

Clifton Butterfield LLC: https://cliftonbutterfield.com/

Please, hit the follow button:
Apple Podcast: http://cxgoalkeeper.com/apple
Spotify: http://cxgoalkeeper.com/spotify

We’d love to hear your thoughts — leave a comment and share your feedback!

Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

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

Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.

With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.

These are brief interviews that share the experiences of outstanding individuals who help charities improve.

Customer Experience professionals worldwide come together to share their experience insights and help others.

The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea.

These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG.

Join us and be part of it.

​

In collaboration with CCW Europe Summit 2025:

CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.

Spot are limited! Join the event join the movement:

Use the discount code CXGOALKEEPER20 for 20% additional discount!.

https://europe.customercontactweekdigital.com/events-ccweurope

_

Do you think personalization ends with using your name? Think again. In this episode, Dr. Emmanuel Manyonganise unveils the secrets of hyper-personalization in customer experience and how businesses can stay ahead by turning data and AI into powerful engagement tools. This is a must-listen for CX professionals aiming for true transformation.

Follow Emmanuel: https://www.linkedin.com/in/dr-emmanuel-manyonganise

The Top 3 Key Learnings

1. Hyper-personalization goes beyond marketing. It must include support, problem resolution, and full journey engagement.
2. A strong data culture is key. Centralized platforms, AI integration, and cross-departmental collaboration are crucial.
3. Start small, but start now. Experimentation and a mindset of continuous learning are the fastest paths to progress.

Chapters

00:00 Introduction to CX Goalkeeper Podcast

00:27 Upcoming CCW Europe Summit 2025

01:11 Guest Introduction: Emmanuel Man

01:49 Evolving Personalization in Customer Experience

02:19 Emmanuel's Career Journey and Values

06:09 Understanding Basic Personalization

09:48 Transitioning to Hyper-Personalization

14:09 Examples of Successful Personalization

17:50 Future Trends in Hyper-Personalization

20:10 Advice for Leaders on Personalization

21:16 Conclusion and Final Thoughts

Keywords: customer experience, CX, personalization, hyper-personalization, AI in CX, data culture, customer data platform, CX leadership, CX strategy, digital transformation, Emmanuel Manyonganise, CX podcast, customer journey, personalization in banking, CX trends 2025, CX Goalkeeper, Gregorio Uglioni

Follow & Subscribe to the CX Goalkeeper Podcast:

Podcast Page: https://www.cxgoalkeeper.com/Podcast

Apple Podcast: http://cxgoalkeeper.com/apple

Spotify: http://cxgoalkeeper.com/spotify

We’d love to hear your thoughts — leave a comment or share your feedback!

In collaboration with CCW Europe Summit 2025:

CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.

Spot are limited! Join the event join the movement:

Use the discount code CXGOALKEEPER20 for 20% additional discount!.

https://europe.customercontactweekdigital.com/events-ccweurope

Today’s Fan Favorite is exceptional as we deep dive into the critical role of leadership in shaping exceptional customer experiences. I had the honor of engaging in a thought-provoking conversation with Diane Magers, a luminary in both the Customer Experience (CX) and leadership domains. Diane’s extensive background and insights offer a unique perspective on how effective leadership can be the linchpin in driving business transformation and elevating customer experience.

We explore the symbiotic relationship between leadership and customer experience, discussing strategies, best practices, and actionable insights.

About today’s guest – Diane Magers:

Diane Magers is a visionary thought leader in the fields of Customer Experience and Leadership. With a career spanning multiple industries and a focus on driving organizational change, Diane brings a unique blend of practical experience and academic insight to the table. Known for her emphasis on human-centric approaches, she advocates for integrating customer experience into every facet of an organization’s operations. Her perspectives on resilience, emotional intelligence, and what she calls an “Experience Operating System,” make her a sought-after expert, offering invaluable insights for businesses aiming for sustainable success.

Chapters:

00:00 Start

00:36 Meet Diane Magers

01:54 Personal Values

03:27 The Importance of Preparation

04:11 Evolution of Leadership

07:05 Challenges in Organizational Change

09:21 Adapting to Change

12:06 Critical Leadership Qualities

15:19 Real-world Leadership Examples

18:35 Overcoming Cultural Barriers

22:20 Learning from Failure

25:45 Golden Nuggets

27:30 Contact Details

28:50 Closing Remarks

Main Topics discussed:

• The Essence of Leadership
• Resilience in Leadership
• The Human Element in Leadership
• The Future of Customer Experience

Follow & Subscribe to the CX Goalkeeper Podcast:

Apple Podcast: http://cxgoalkeeper.com/apple

Spotify: http://cxgoalkeeper.com/spotify

We’d love to hear your thoughts — leave a comment or share your feedback!

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.

With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.

These are brief interviews that share the experiences of outstanding individuals who help charities improve.

Customer Experience professionals worldwide come together to share their experience insights and help others.

The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea.

These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG.

Join us and be part of it.

​

In collaboration with CCW Europe Summit 2025:

CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.

Spot are limited! Join the event join the movement:

Use the discount code CXGOALKEEPER20 for 20% additional discount!.

https://europe.customercontactweekdigital.com/events-ccweurope

-

What if your biggest setback could spark your biggest insight? In this episode, Darshan Mehta shares powerful “aha” moments that shaped his life, career, and even the launch of his restaurant. You’ll discover how insights are hiding in plain sight — if you know where to look.

About the Guest

Darshan was born in India and raised in the US. He has been coming to Thailand every year since 1989 to teach in the Master’s in Marketing (MIM) program at Thammasat University. In 2020, he moved to Thailand and founded three Thai companies, iResearch (SaaS software), Aha Brands (F&B) and Aha Enterprise (construction) and a non-profit Big Mango.

His entrepreneurial spirit stems from starting his own branding and marketing consultancy to help others for more than twenty-five years to grow their business and thrive. In February 2024, he opened Carmina on Sukhumvit Soi 20 to introduce a symphony of Modern Latin cuisine to Bangkok.

Drawing upon his years of strategy experience, Darshan is also the author of a best seller titled, “Getting to Aha! Why Today’s Insights Are Tomorrow’s Facts,” to help business leaders understand and leverage changing consumer preferences. In addition to his full-time business roles, Darshan has taught in the US, Sweden, and in Thailand. He a has traveled to more than 90 countries. Forbes Magazine recently featured Darshan has one of 9 CMOs to watch.

You can follow Darshan on his podcast, Getting to Aha!,

Relevant Links

https://www.linkedin.com/in/darshan--mehta

The Top 3 Key Learnings

1. Aha moments are insights that reveal deep truths — they often come from combining facts, trends, and emotion.
2. Talking to customers is essential — the most valuable ideas are found through real conversations and listening for pain points.
3. Evoking emotion in business drives exponential impact — when you move customers emotionally, they come back and bring others.

Chapters

00:00 Introduction to CCW Europe Summit 2025

01:15 Welcome to the CX Goalkeeper Podcast

01:51 Guest Introduction: Meet Darshan

02:27 Values Driving Professional Career

04:08 Defining Aha Moments

05:54 Restaurant Business Insights

08:48 The Power of Insights and Market Research

15:57 Artificial Intelligence and Future Trends

20:25 Golden Nugget and Conclusion

Follow & Subscribe to the CX Goalkeeper Podcast:

Apple Podcast: http://cxgoalkeeper.com/apple

Spotify: http://cxgoalkeeper.com/spotify

We’d love to hear your thoughts — leave a comment or share your feedback!

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.

With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.

These are brief interviews that share the experiences of outstanding individuals who help charities improve.

Customer Experience professionals worldwide come together to share their experience insights and help others.

The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work on the best solutions to challenges set by the organizers. Players contribute whatever time they have. It only takes a minute to come up with a brilliant idea.

These challenges are real-life, proposed by charities and Non-Governmental Organisations (NGOs) that need help to improve their donor, volunteer, or beneficiary experiences.

​All the entries are provided to the charities that will go on to make a difference from what the teams provide during the CXWG.

Join us and be part of it.

​

In collaboration with CCW Europe Summit 2025

CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.

Spot are limited! Join the event join the movement:

Use the discount code CXGOALKEEPER20 for 20% additional discount!.

https://europe.customercontactweekdigital.com/events-ccweurope

_

It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.

Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they’re customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all.

Episode Chapters

00:00 Game Start

01:09 Bruce Temkin introduces himself

02:01 Bruce shares the values that drive his life

03:50 Discussion on Experience Management

06:44 The difference between CX and XM

08:37 Bruce shares the six laws of Experience Management

14:33 Bruce's favorite law of Experience Management

16:11 Key leadership lessons from Bruce's career

21:04 Bruce's vision for the future of Experience Management

30:02 How to contact Bruce

30:39 Bruce's golden nugget

Deep Dive into the Discussion

• Understanding Experience Management
• The Difference Between CX and XM
• The Six Laws of Experience Management

1. Every interaction creates a personal reaction,
2. People are instinctively self-centered,
3. Customer loyalty is about emotions,
4. Customer feedback isn't enough,
5. Unengaged employees don't create engaged customers, and
6. Operational silos can cause bad customer experience.

• Key Leadership Lessons from Bruce's Career
• Bruce's Vision for the Future of Experience Management

Follow & Subscribe to the CX Goalkeeper Podcast:

Apple Podcast: http://cxgoalkeeper.com/apple

Spotify: http://cxgoalkeeper.com/spotify

We'd love to hear your thoughts — leave a comment or share your feedback!