Harnessing the power of Emotional Intelligence in CX

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

In this episode of the CX Goalkeeper Podcast, we explore how emotional intelligence (EI) can dramatically improve customer experience (CX) and employee performance. Michael Mattson, an expert in emotional intelligence, shares his valuable insights on harnessing EI to create stronger human connections within teams and with customers. He emphasizes how emotionally intelligent leadership builds trust, empathy, and psychological safety, which leads to enhanced team dynamics and better customer interactions. If you want to learn how to elevate your leadership and CX game, this episode is a must-listen!

About the Guest

Michael Mattson is a trailblazing customer experience leader transforming the insurance landscape by putting empathy at the core of every interaction. As a Manager of Customer Experience at a major insurance company, Michael harnesses his entrepreneurial background and emotional intelligence to give customers a commanding voice in driving innovation and cultivating unshakable loyalty.

With a diverse skillset spanning Lean Six Sigma, project management, and servant leadership, Michael's true genius lies in forging profound emotional connections. He leverages this superpower to step into customers' shoes, anticipate their needs, and deliver experiences that surpass expectations, fueling unprecedented growth and success.

As a recognized thought leader and the Chief Empathy Officer at Walk A Mile CX, Michael is igniting a revolution to create a more human-centered future for the insurance industry. By championing empathy as the ultimate catalyst for business results, he is paving the way for organizations to build customer-obsessed cultures that propel them to new heights. With his visionary approach and unparalleled ability to blend technical expertise with emotional intelligence, Michael redefines what it means to put customers first.​​​​​​​​​​​​​​​​

Relevant Links

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

https://walkamilecx.com/

The Top 3 Key Learnings

1. Self-awareness is the foundation of emotional intelligence. Leaders must start with self-reflection and understand their own emotional responses before they can lead effectively.
2. Empathy drives stronger customer interactions: Listening and understanding customers' emotions beyond their immediate needs is critical to creating a meaningful CX.
3. Psychological safety boosts team performance: Teams that feel safe and supported are more innovative, resilient, and capable of delivering outstanding CX.

Chapters

00:00 Introduction and Guest Presentation

02:43 Michael Mattson's Values and Approach

05:23 Building Emotional Intelligence in Teams

12:03 The Role of Emotional Intelligence in Customer Interactions

15:56 Examples of Organizations with Emotional Intelligence

21:14 Measuring the Impact of Emotional Intelligence

26:27 Future of Emotional Intelligence and Final Thoughts

Thank you for tuning in to this episode of the CX Goalkeeper Podcast! We'd love to hear your thoughts and feedback. What resonated with you the most? Feel free to leave a comment, and don’t forget to follow and subscribe to the podcast using the links below to stay updated on future episodes:

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Stay tuned for more insightful discussions on leadership, customer experience, and more!