Fan Favorite: Recalibrating Leadership for the Infinite Game

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

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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

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