The CX Leadership Blueprint: Build It Right from Day One

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

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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