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

We’d love to hear your thoughts! What did you learn from this episode? Please leave us your feedback, and don’t forget to follow and subscribe to the CX Goalkeeper Podcast:

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Thank you for being part of our CX community!

Released date: April 2025 Episode Number: 233 Name of the guest: Vance Morris

Why You Can't-Miss This Episode

In this magical episode, Vance Morris shares powerful customer experience strategies straight from the Disney playbook. As a former Disney cast member and a business owner who successfully adapted these strategies into non-glamorous industries like carpet cleaning, Vance reveals how any business can create unforgettable experiences. This is a masterclass on turning ordinary services into extraordinary performances.

About the Guest

Vance helps business owners get, serve, and keep clients for life through creating experiences and response-required marketing. He is a former birth control factory security guard turned Disney leader, bankruptcy out-of-work executive turned carpet cleaner, and successful entrepreneur.

Author of: Systematic Magic, 7 Magic Keys To Disnify Your Business,

Tales From The Customer Service Crypt.

Award: Longest reigning Marketer of the Year; 2015-2019

Relevant Links

https://www.facebook.com/vance.morris.9/

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

https://www.vancemorris.com

https://www.deliverservicenow.com

The Top 3 Key Learnings

1. Customer Experience Begins with Culture: Your business mission must be more than just a statement—it should guide every employee's actions, like at Disney.
2. Every Interaction Is a Performance: Treat every customer touchpoint as a stage performance—consistency, enthusiasm, and personality matter.
3. Emotion Drives Loyalty: Emotional connections create loyal customers who forgive mistakes and promote your business passionately.

Chapters

00:00 Introduction and Guest Welcome

00:39 Meet Vance Morris: From Disney to Business Owner

05:10 The Magic of Disney: Lessons for Businesses

09:15 Creating Memorable Customer Experiences

14:24 Transforming Business with Personal Touches

23:19 The Importance of Employee Experience

26:33 Final Thoughts and Key Takeaways

Keywords

Disney customer experience, Vance Morris, Disney magic in business, customer service excellence, emotional connection in business, CX strategies, business transformation, Gregorio Uglioni podcast, employee experience, customer journey, customer loyalty tips, Disney cast member lessons, deliver service now, business culture tips, performance mindset in business.

If you enjoyed this episode, please let us know! We'd love to hear your thoughts—leave a comment, share it with your network, and tell us what inspired you the most.

And don’t forget to follow and subscribe to the CX Goalkeeper Podcast never to miss a magical conversation:

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

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In this inspiring episode of the CX Goalkeeper Podcast, Luke Jamieson shares his bold vision for the future of work, customer experience, and employee engagement. From human-centered organizations to the power of authenticity and observability in CX, Luke’s energy, ideas, and real-life stories will challenge the way you think about leadership, workplace culture, and recognition.

About the Guest

Luke is one of the top global influencers and thought leaders on cx, employee engagement and the future of work. What made him this influencer? His rebellious, unconventional approaches, high energy, and creativity. Often referred to as the CX Larrikin he is an inspiring and refreshing keynote speaker, podcaster and blogger who's been featured in numerous publications including The Wall Street Journal and The Australian. He studied design thinking at D.school, Stanford University, is a certified LEGO® Serious Play® facilitator and the co-host of the wildly popular gameshow-like series Twenty20ish.

Relevant Links

https://www.linkedin.com/in/luke-jamieson/

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

The Top 3 Key Learnings

• Authenticity drives connection. Being unapologetically yourself builds stronger relationships with teams and customers.
• Friction impacts both CX and EX. Removing it boosts satisfaction across the board, whether for a customer at 11 PM or an employee with a mic issue.
• Appreciation is the future of engagement. It’s not about prizes—it’s about seeing and valuing every contribution in the workplace.

Chapters

00:00 Introduction and Guest Welcome

00:57 Luke Jameson's Background and Passion

01:56 The 2020ish Project

04:02 Values Driving Professional Life

06:12 Future of Work and Flexibility

10:24 CX Observability and Frictionless Experiences

17:36 Senses of Engagement and Recognition

24:35 Future Predictions and Closing Remarks

Keywords

customer experience, employee engagement, CX observability, future of work, flexible workplace, hybrid work, appreciation in the workplace, human-centered organizations, Luke Jamieson, Gregorio Uglioni, CX podcast, sense of engagement, reducing friction, workplace culture, reward and recognition, authenticity in leadership

We’d love to hear from you! What was your biggest learning from this episode? Leave a comment, connect with us, or share the episode with your team!

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Discover how to harness AI and cloud technology to revolutionize your data strategy. Aravind Nuthalapati explains how businesses can leverage AI-driven insights, overcome cloud migration challenges, and position themselves for competitive success.

About the Guest

Aravind is a Cloud Technology Leader specializing in big data and cloud technologies, where he focuses on driving strategic modernization of data ecosystems to support diverse analytics use cases. With a proven track record of delivering scalable and cost-effective solutions, Aravind Nuthalapati excels at aligning business objectives with innovative technology strategies. He has extensive experience leading large-scale big-data cluster management and cloud migration initiatives, driving significant architectural enhancements that optimize ROI and reduce operational expenses. Recognized for his ability to adopt and implement emerging technologies quickly, Aravind is a trusted advisor across functions. He is known for his cutting-edge AI, cloud, and data solutions expertise.

Relevant Links

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

The Top 3 Key Learnings

1. A strategic approach to modernizing data ecosystems involves aligning clearly with business objectives.
2. Overcoming cloud migration challenges requires phased strategies, skill training, and the right tools.
3. AI-driven analytics and automation will accelerate innovation, enhance predictive capabilities, and boost real-time decision-making.

Chapters

00:00 Introduction to CX Goalkeeper Podcast

00:28 Meet Aravind, a Technology Enthusiast

00:44 AI Power Data Revolution: What Leaders Need to Know

02:20 Modernizing Data Ecosystems for Advanced Analytics

05:37 Challenges and Solutions in Cloud Migration

08:31 Best Practices for Delivering Cloud Solutions

12:02 Future of AI and Cloud Integration

15:38 AI Transforming Data Analytics: Next 3-5 Years

18:38 AI and Cloud: Vision for the Next 10 Years

20:08 Final Thoughts and Contact Information

20:35 Golden Nugget and Conclusion

Rate and review the CX Goalkeeper Podcast. It means the world to us!

Apple Podcast: https://apple.co/3qYr4nh

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In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve.

About the Guest

Peter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Although headquartered in Montreal, Québec, Canada, Peter’s clients come from every corner of the globe, so odds are he knows your city well.

Peter’s passion for CX and BPO shines through in the connections he makes worldwide, and his ability to bring great people together is second-to-none.

Contact Peter today and learn how he can help your business thrive in the dynamic world of customer experience outsourcing.

Relevant Links

https://ryanadvisory.com/about/

https://ryanadvisory.com/top-cx-predictions-for-2025/

Podcast: CX Files: https://cxfiles.libsyn.com/

The Top 3 Key Learnings

1. Agent AI will redefine CX operations by supporting both agents and customers, increasing efficiency, and improving employee satisfaction.
2. Mergers and acquisitions will shape the mid-market BPO space, as companies strive for scale, agility, and competitive advantage.
3. Real-time voice translation will unlock new offshore opportunities, enabling businesses to provide multilingual services from non-native speaking regions.

Top 3 Quotes

1. "Agent AI is going to be the key AI driver in the CX space going into 2025."
2. "In CX, anyone standing still is moving backwards—you must stay informed and adaptable."
3. "Real-time automated voice translation could be one of the biggest game changers in our industry."

Chapters

00:00 Welcome and Introduction

01:38 Guest Introduction: Peter Ryan

02:50 Values Driving Professional Career

04:23 Top CX Predictions for 2025

04:30 Agent AI Transformations

07:56 Consolidation of Mid-Market BPO Players

10:04 Real-Time Automated Voice Translation

14:25 Economic Impact on CX Budgets

16:29 Future of Customer Analytics

18:39 Fast Forward: CX in 10 Years

20:55 Final Thoughts and Golden Nugget

Keywords

customer experience, CX predictions 2025, Peter Ryan, Gregorio Uglioni, Agent AI, mid-market BPO, voice translation AI, CX trends, CX Goalkeeper Podcast, customer analytics, CX transformation, AI in contact centers, BPO consolidation, CX strategy, customer service innovation, offshore CX delivery, real-time voice AI,

👉 Please don’t forget to follow and subscribe to the podcast to stay up to date on CX trends:

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In this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it means to be a leader in the customer-centric world of today.

What You'll Learn:

• Insights into Karl Sharicz's transformative CX career
• The essence of servant leadership in driving change
• Strategies for effective change management in CX
• How to navigate B2C environments with customer-centric strategies

Karl's contact details:

• https://horizoncx.com/
• https://www.linkedin.com/in/karlsharicz/

Follow, rate and review the podcast:

Apple Podcast: https://apple.co/3qYr4nh

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Customer Experience, Leadership, CX Strategy, Change Management, Servant Leadership, Business-to-Consumer, Karl Sharicz