We nemen je mee naar de tweede editie van de Gouden Vink. Elf teams gingen de uitdaging aan om de beste CX-strategie te ontwikkelen voor een realistische klantcase.

Je krijgt een mini-college van Kees Kerkvliet, customer experience-expert, over customer journey mapping. Hij benadrukt het belang van het valideren van aannames bij echte klanten en gaat in op het verschil tussen de experiencing self en de remembering self bij klantervaringen.

Sabine Oosterholt van VodafoneZiggo licht de klantcase toe waarmee de teams aan de slag gingen. Het ging om een klantreis rond het oriënteren, kopen en installeren van een nieuw internet- en televisiepakket. De focus lag op een persona genaamd Thomas, een vader van drie kinderen met wifi-problemen thuis.

Arne van Weenen vertelt over het hoe en waarom van dit event, Tinne van den Broeck deelt waar zij als jurylid op let en natuurlijk spreken we met verschillende deelnemers en de winnaars!

Podcast De Gouden Vink 2025

DORE with eeffoc and crazy niga 5

scene w/ @77myth

Down Syndrome Mafia 3

malacoda: la mia cinta

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PAVELИTELЬ

Metric Sherpa Head of Education and Enablement Nate Brown shares why even in an AI world, real customer interactions matter in creating lasting loyalty.  Let AI handle the data, the context and the history, but then make a real customer connection.  Using Crate & Barrel customer service as a real world example,   "It's not about the broken vase, it's about making beautiful living spaces for moments that matter."   Motivate your employees by showing them the impact they're making with customers by "putting the fish on the dish," sharing the raw truth of what customer think without manipulation or narrative building.   At the end of the day, the right choice is to be a servant challenger who breaks the status quo and helps wake customers up from bad assumptions.  But are you doing it in a kind, edifying way?  "Be an architect of hope. When you can unlock hope inside of people and inside of your customers, you become a force to be reckoned with."

The Ultimate Customer Experience - Nate Brown

The CX Leader Rap

Brittany Hodak breaks down how casinos can turn casual players into superfans—and why apathy is the silent threat to your revenue. We dig into designing story-worthy moments, reducing wait-time friction, and engineering word-of-mouth that compounds via referrals. Plus: a rapid round of Fan, Flop, or Fix you can borrow today.

You’ll learn
• How to define a casino superfan (and measure the signs)
• Simple ways to make waits feel shorter—and more human
• Apathy indicators to watch weekly (and how to respond)
• A 30-day starter kit to spark advocacy without big budgets

Links & CTAs
• Connect with Brittany: brittanyhodak.com
• Learn more at www.jcarcamoassociates.com/.
• Get insights delivered to your inbox: www.jcarcamoassociates.com/casino-mark…newsletter/
• Join the most effective casino marketing training. https://casinomarketingbootcamp.com/

Creating Casino Superfans with Brittany Hodak: Beat Apathy, Win Advocacy

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Big Mud

Julia Carcamo is one of the best brand marketers in the casino industry. A Latina from New Orleans, she paved her career from the days of riverboat gaming to the Las Vegas Strip and beyond. She shares lessons learned along the way for marketers to create their one paths to success.

Si legge catalessi :)
@cxtxlessi


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Market Impact Insights provides the latest in business leadership perspectives.    Hear from global marketing and sales leaders on strategies, tactics and tips to help your business grow and succeed.

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