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!

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

_

Want to know the real reason why CX efforts fail — and how to fix them? In this episode, Eric Smuda reveals why strong governance is the secret to driving CX success. Learn how uniting teams and technology can boost growth, eliminate silos, and create powerful customer experiences.

About the Guest

Eric Smuda has built a distinguished career based on the belief that taking care of customers to drive organic growth is the most reliable way to help companies succeed. In his various roles, he has focused on translating the voice of the customer into operational improvements, new product and service introductions, and transformational customer experiences that have led to market share, revenue and profitability growth.

The list of companies he has worked for as a CX leader or consultant represents some of the most well-known brands in the world: Hertz, Avis Budget, Hewlett Packard, Walgreens, Humana, Mattress Firm, Duke Energy and TopGolf, among others. He is currently the Chief Experience Officer (CXO) for Likewize, a device protection company in Dallas, Texas.

Relevant Links

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

The Top 3 Key Learnings

1. Governance Drives Growth: Governance connects silos and creates shared accountability — making sure every team is aligned to meet customer needs.
2. People Over PowerPoints: Real CX change happens when leaders collaborate in person, share goals, and build trust — not just through frameworks.
3. Tech is a Partner, Not a Replacement: AI and digital tools must enhance human roles, not replace them. The balance between tech and people is key to future CX success.

Chapters

00:00 Introduction and Guest Welcome

01:12 Eric's Background and Values

03:47 Importance of Governance in CX

05:20 Creating Effective Governance Frameworks

09:47 Addressing Resistance and Building Trust

11:43 Future of CX: Technology and Human Collaboration

17:31 Conclusion and Final Thoughts

Keywords: customer experience, CX governance, Eric Smuda, CX Goalkeeper, cross-functional collaboration, digital transformation, customer journey, seamless customer experience, AI in CX, servant leadership, CX podcast, Gregorio Uglioni, governance frameworks, customer-centric growth, tech and human collaboration, breaking silos, customer insights,

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!

This episode is a powerful conversation with Peter Nicholson about transforming home healthcare through Ohana. Discover how his personal mission and professional background are creating real change in aged care, training caregivers with purpose, and helping older adults live with dignity.

About the Guest

Peter Nicholson is Managing Director of ALTKEA, a global healthcare consultancy.

For five years, he was responsible for the global business development function of Dermavant Sciences GmbH and was GM of its Swiss affiliate before the company was acquired by Organon. Prior to that, he was responsible for the global strategy and business development functions at Galderma (Nestlé / L’Oréal), and before that at Mentor (Johnson & Johnson) and Inamed (Allergan), where he led the groups responsible for strategic partnerships, licensing agreements, acquisitions, joint ventures, divestitures and out-licensing. He spent six years at Amgen working in product development, investor relations and product licensing roles created the company’s corporate venture capital program.

He became aware of issues in elder care through his parents’ health decline and co-founded of OHANA HEALTH, a social impact company focused on professionalizing the vocation of caregiving to upskill workers and empower them to provide person-centered care for older adults while lowering the burden on healthcare budgets.

Relevant Links:

https://www.linkedin.com/in/peter-nicholson-b9b3ab1b7/

https://ohana.health

The Top 3 Key Learnings

1. Empowering Caregivers Is Essential: Proper training and support for caregivers improve both job satisfaction and patient outcomes.
2. Technology and AI Can Elevate Aged Care: Personalized learning paths and care planning tools help caregivers and healthcare systems work more effectively.
3. Aging with Dignity Is a Human Right: By rethinking aged care, society can provide more respectful, informed, and compassionate support for the elderly.

Chapters

00:00 Introduction and Guest Welcome

01:22 Guest Introduction: Peter Nicholson's Background

03:09 Values Driving Professional Life

04:16 The Origin and Meaning of Ohana

05:05 Challenges in Aged Care and Demographic Shifts

07:18 Inspiration Behind Ohana and Its Mission

11:55 Innovative Training and Workforce Development

23:21 Future Vision and Global Expansion

27:26 Conclusion and Final Thoughts

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!