This episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of “WFM Unfiltered,” shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age.

About the Guest

a few words from Irina:

My entire career has been in WFM. I have performed all the operational roles in the WFM cycle—from forecaster, planner, intraday specialist, to Manager. I have also worked as an external consultant and on the vendor side.

As a result, I’ve delivered WFM solutions, optimised planning processes, and set up WFM teams, structures, and methods from scratch in over 50+ small, medium, and large organisations across the Globe, from China to the US, Canada, Australia, India, South Korea, and in the whole of Europe.

I currently have my own company, RightWFM, a consulting company that delivers WFM solutions, from setting up teams and structures to optimising current processes and selecting, implementing, and optimising software.

I am also the host of WFM Unfiltered.

Relevant Links

https://www.linkedin.com/in/irina-mateeva-wfm-consultant

https://www.youtube.com/@WFMUnfiltered

https://rightwfm.com

The Top 3 Key Learnings

Workforce Management Is CX’s Front Door: Great customer experience starts with having the right people available. WFM is not just a scheduling function—it’s how businesses show up for their customers.

AI Should Enable, Not Replace: Automation is powerful for removing waste, but the real value comes from insights and human-led analysis. You can get your processes right before you jump into tech.

Hybrid Work Needs Human Touch: Remote work stays here, but complete remote setups can limit connection and teamwork. Balance flexibility with in-person interaction to build strong teams.

Chapters

00:00 Introduction and Guest Welcome

00:55 Irina's Background and Podcast

02:37 Core Values in Professional Life

03:44 Impact of Workforce Management on Customer Satisfaction

05:54 Integrating AI in Workforce Management

10:03 Challenges of Hybrid and Remote Work

13:18 Handling Customer Expectations and Seasonal Peaks

18:23 Top Priorities for Contact Center Leaders

20:41 Future of Workforce Management and Final Thoughts

Keywords

customer experience, workforce management, WFM, Irina Hollatz, Gregorio Uglioni, contact centers, AI in customer service, automation, hybrid work, remote teams, process improvement, digital transformation, employee experience, empathy in leadership, Black Friday operations, scheduling optimization, call center leadership, workforce strategy, customer service technology, WFM consulting,

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In the ever-evolving customer experience landscape (CX), the CX Goalkeeper Podcast stands out by bringing thought leaders and industry pioneers to discuss the future of customer engagement and leadership. This "best of" is no exception, featuring an insightful conversation with Lou Carbone, a trailblazer in experience management and the founder of Experience Engineering.

About the Guest: Lou Carbone

Lou Carbone has been at the forefront of customer experience for decades, helping organizations shift their focus from transactions to transformative experiences. With a career spanning several years, Carbone’s methodologies have influenced countless businesses to reevaluate how they interact with their customers, making him a sought-after speaker and consultant in CX.

For more on Lou Carbone’s work, follow him on LinkedIn or visit the Experience Engineering website.

Three Key Learnings

1. Simplification is Key: Simplifying customer and employee interactions can significantly enhance the overall experience.
2. The Power of Emotional Engagement: Establishing an emotional connection with customers is crucial for building long-lasting relationships.
3. Redefining Success Metrics: Moving beyond conventional metrics to include emotional and experiential measurements provides a more holistic view of customer satisfaction.

Listen to the Episode

Dive deeper into these insights by listening to Episode 167 of the CX Goalkeeper Podcast with Lou Carbone. Tune in to discover how to transform your organization’s customer experience from ordinary to extraordinary.

In Episode 233 of the CX Goalkeeper Podcast, host Gregorio Uglioni speaks with Sarah Caminiti, Head of Customer Service in the US at Acam and the host of the Epical Growth podcast. This episode dives deep into foundational leadership and how it shapes strong CX teams and business results. Sarah shares powerful, real-life insights on building empowered teams, asking better questions, and leading with empathy and purpose. This episode is a goldmine if you're a CX leader or an aspiring one.

About the Guest

Sarah Caminiti is a dynamic leader in customer experience, career coaching, and strategic alignment. She hosts Epochal Growth, a podcast that explores transformative leadership, empowerment, and the realities of the business world, celebrating the journeys of industry leaders and innovators.

Active in the ElevateCX community, frequent panelist on industry webinars and a sought-after speaker, Sarah is also the creator of the RVA Framework, a tool that helps to align professional goals with core values for personal and career fulfillment. Through her work, Sarah inspires others to embrace alignment and growth, challenging assumptions and championing authenticity in leadership.

Epochal Growth just completed it's first season and she is planning Season 2 for 2025 while also enjoying a little extra time with her family in Providence, RI.

Relevant Links

https://www.linkedin.com/in/sarah-caminiti-5827b784/

https://www.epochaloperations.com/

https://epochalgrowth.buzzsprout.com/

The Top 3 Key Learnings

1. Foundational Leadership Matters Great CX starts with strong foundations—clear vision, trust, and empowerment are non-negotiables for team success.
2. Ask Better Questions Intentional and empathetic questioning uncovers real needs, prevents assumptions, and fosters employee and customer growth.
3. Retention Is the Future Customer retention, rooted in authentic relationships and consistent value, will be the key driver of sustainable business growth.

Chapters

00:00 Introduction and Guest Welcome

00:56 Sarah's Background and Career

01:53 Core Values in Leadership

03:51 Foundational Leadership in CX

06:08 Practical Leadership Examples

11:14 Effective Questioning Techniques

16:24 Value Creation in Leadership

22:31 Advice for New CX Leaders

24:57 Future of CX and Final Thoughts

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