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!

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

Spotify: https://bit.ly/3GhCGXeCXGK