Episode released on: September 18th, 2023
Recalibrating Leadership for the Infinite Game with Diane Magers – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
Introduction:
Today’s episode is exceptional as we delve 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 that are crucial for C-Suite executives, CX professionals, change agents, transformation experts, and digital leaders. Whether you’re at the helm of an organization or aspiring to be, this episode provides invaluable lessons on how leadership can make or break your CX initiatives.
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.
“For me, resilience is all about developing a deep understanding of the opportunities that are going to come our way, and how you will handle those opportunities, both internally and externally.”
Diane Magers
“I feel like this has to become the center of what organizations do and the way that they work. Not just thinking about the experience, but actually putting that into their day-to-day operations.”
Diane Magers
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
Contact Details:
Golden Nuggets:
I asked Diane for her “Golden Nugget”—a piece of wisdom or insight that she would like to leave with our audience. Here’s what she had to say:
“I believe that in our profession, we have been focusing on various elements like customer voice, design, and culture change. However, I think we need to adopt a more holistic approach. Alongside my partner Michael Henshaw, I advocate for what we call an ‘Experience Operating System.’ This system should be embedded into every facet of the organization—from data collection and technology development to employee training. If it’s not deeply integrated, it won’t be effective, and organizations won’t achieve the success they aim for. So, my golden nugget for the audience is this: Are you merely adding a layer of customer experience to your organization, or are you embedding it into the core of your operations? Are you the frosting on the cake, or are you baking customer experience into the very recipe of your organization’s success?”
Diane Magers
This profound insight emphasizes the need to integrate customer experience into the very DNA of an organization. It’s not just an add-on; it’s a critical component that drives success. Diane’s perspective challenges us to rethink how we approach customer experience and encourages us to make it a central part of our organizational strategy.
Summary of the Episode:
The latest episode of the CX Goalkeeper Podcast features a riveting conversation with Diane Magers, a luminary in the field of customer experience. Hosted by Gregorio Uglioni, the episode delves into the intricacies of leadership, organizational change, and the human-centric approach in business.
The Essence of Leadership
Diane Magers starts by discussing the core elements of effective leadership. She emphasizes the importance of empathy and self-reflection, stating that leaders need to understand both their internal and external environments.
Quote: “Resilience is about the ability to know yourself and know the environment and, and critical thinking in order to say, How can I leverage this in a positive light?”
Resilience in Leadership
One of the key takeaways from the interview is Diane’s perspective on resilience. She defines it as a deep understanding of the opportunities and challenges that come one’s way and how to handle them both internally and externally.
Quote: “For me, resilience is all about developing a deep understanding of the opportunities that are going to come our way, and how you will handle those opportunities.”
The Human Element in Leadership
Diane argues that staying human is her secret ingredient in leadership. She criticizes leaders who lack genuine interaction and stresses the importance of bringing emotion into the workplace.
Quote: “You’re gonna laugh, but it’s probably staying human…It really brings you closer to them. And so the ability to help them do that. And lead is part of what I think is important.”
The Future of Customer Experience
When asked about the future, Diane predicts a shift towards human-centric approaches, enabled by technological and medical advances. She believes the focus will move from brands to how everyone supports human life.
Quote: “I think it will continue to drive more toward the human and the human life. Rather than it being just about a brand.”
The Golden Nugget
The interview culminates with Diane’s “Golden Nugget,” a piece of wisdom she wishes to leave with the audience. She advocates for an “Experience Operating System” that integrates customer experience into every aspect of an organization’s operations.
Quote: “I feel like this has to become the center of what organizations do and the way that they work. Not just thinking about the experience, but actually putting that into their day-to-day operations.”
Conclusion
Diane Magers offers invaluable insights into the evolving landscape of customer experience and leadership. Her emphasis on empathy, resilience, and a human-centric approach provides a roadmap for organizations aiming for sustainable success. Her “Golden Nugget” serves as a call to action for businesses to embed customer experience into their core, making it central to their long-term strategy.
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keywords: Customer Experience, Leadership, Organizational Change, Human-Centric Approach, Empathy, Self-Reflection, Resilience, Emotional Intelligence, Experience Operating System, Technology, Data Collection, Employee Training, Effectiveness, Success, Genuine Interaction, Emotional Workplace, Future Trends, Brand Focus, Opportunities, Challenges, Day-to-Day Operations, Sustainable Success, Golden Nugget, Core Operations, Business Strategy
#cxgoalkeeper #businesstransformation #leadership #customerexperience #podcast
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