“Joe is one of the most impactful leaders I’ve ever had the privilege to work with. I first knew him as my manager, later as my mentor, and today I’m proud to call him a close friend.
What sets Joe apart is his rare combination of frontline experience and executive leadership. He has operated at every level of the CX organization, giving him the unique ability to transform teams from simply “functioning” into strategic drivers of business success. He not only knows how to connect with agents, CX Leaders, and customers, but also how to translate CX needs into language that resonates with the C-Suite — a game-changer for companies that see CX primarily as a cost center rather than a value driver.
Joe’s business acumen is matched only by his empathy and passion for connecting with people. As my mentor, he invested countless hours teaching me, guiding me, and pushing me to grow. His influence shaped the way I build and lead teams today.
Whether you need a strategic partner to win executive buy-in, a connector to one of the many talented people in his vast network, vendor recommendation and support with negotiating contracts, or simply someone to brainstorm with, Joe is your person. He is not only an exceptional CX leader but also one of the best people I know. I cannot recommend him highly enough.”
— Victoria Weiss, Director of CX at Little Spoon
“Joe Gilgoff is a proven leader in all things that deal with the customer journey. Since my initial onset of working directly with Joe, I was impressed by his passion, his expertise, and his dedication to not just the customer, but for anybody else who is involved with building a better experience for the customer. He is a continued champion for constant improvement. Whether it be a new tool, a new conversation method, a new strategy, or even a new phrase, Joe will vet the process, find its benefits, and weaknesses, and work on developing a plan to incorporate this method or tool into the day-to-day process. Joe is able to blend the method of celebrating wins, and never being too satisfied with the results. He does an amazing job of looking at a program overall, and not just focusing on any individual area too much. He can definitely see the forest through the trees.
On top of program development, Joe is a proven people leader. When you deal with Customer Experience, you are dealing with emotions. You can’t lead a team of Customer Experience Professionals and simply dismiss that. Joe keeps this in the forefront of his mind, and it is apparent in all the interactions he has with his team. Joe genuinely cares about the individuals he works with. He knows what motivates them, what drives them, what stresses them, and what can hinder them. His coaching is a perfect blend of appreciating the work put in, celebrating the wins that are achieved, and pushing to improve and grow in the next steps. He is continually working to improve the lives of his team, not just in the immediate business, but in the professional growth that they want to achieve.
Joe has a knack for looking at a situation and understanding where small changes can make big wins. Since he is always working on improvements, he knows what has worked in the past and what hasn’t. He is able to recommend channel strategy, staffing outlook, specific key performance indictors to measure, and any other tweak that can help a CX team learn and grow. He strives to achieve what many of us know is basically unachievable, and that is the 100% Customer Satisfaction Result! His leadership style has allowed him to not just help a company to find success, but to also teach people how to make the same judgments themselves and become stronger team leaders in doing so. Joe doesn’t keep his learnings to himself, and teaches his team along the way how to gain the same insights and build upon them moving forward.
If I were building a new CX team, or looking for any improvement on my own, my very first call would be to Joe Gilgoff. In fact, it has been. His advice is second to none, and his dedication to seeing you succeed will last forever.”
— Mike Glenn Director of Customer Experience at Chomps
“Joe and I met serendipitously through a mutual colleague and were immediately off to the races. Since we first connected, Joe has become an indispensable and trusted thought partner. He has been an excellent resource as I build and refine the end-to-end customer journey in my current role as Chief Experience Officer.
Joe’s unmatched understanding of the myriad tech players in the CX space has allowed us to segment my broad and longterm goals into manageable steps, with Joe advising on the best partnerships for each component and phase.
In the CX space, I’ve often found that empathy and nuance are pitted against business targets and revenue goals, but Joe is living proof that these things can all work together in harmony. My relationship with Joe has brought me greater fulfillment in my work, as well as more reliably hitting KPIs and keeping my growing team happy and confident. I wholeheartedly recommend working alongside Joe for all brands - he’s the best in the game.”
— Cate Marques, Chief Experience Officer at Terra Kaffe
“Building a best-in-class Customer Experience organization takes more than just expertise. It takes a deep sense of empathy, curiosity, and conviction and no one embodies those values more than Joe Gilgoff. I had the pleasure of working alongside Joe and could always count on him for being the true voice of our customer. He knows how to design the team, the systems, and the culture to deliver great customer care and he demonstrates time and time again the capacity to be the type of thought partner every senior leader needs.”
— Ricky Silver, Chief Executive Officer at Daily Harvest
