Shows
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipGovernance for CX Success: Uniting Teams and Tech for Seamless CollaborationIn collaboration with CCW Europe Summit 2025:CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.Spot are limited! Join the event join the movement:Use the discount code CXGOALKEEPER20 for 20% additional discount!.https://europe.customercontactweekdigital.com/events-ccweurope_Want to know the real reason why CX efforts fail — and how to fix them? In this episode, Eric Smuda reveals why strong governance is the secret...2025-06-0920 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipEnergizing Teams, Delighting Customers: Stacy Sherman on Doing CX RightIn this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty.A Short Description of the GuestStacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring that CX is done right. Her dedication to improving customer and employee experiences shines through her work...2025-05-1222 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipWorkforce Management in the Digital AgeThis episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of “WFM Unfiltered,” shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age.About the Guesta few words from Irina: My entire career has been in WFM. I have performed all the operational roles in the WFM...2025-05-0523 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipThe CX Leadership Blueprint: Build It Right from Day OneIn 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 GuestSarah Caminiti is a dynamic leader in customer experience, career coaching, and...2025-04-2127 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipThe Disney Magic: Lessons Every Business Can Use TodayReleased date: April 2025 Episode Number: 233 Name of the guest: Vance MorrisWhy You Can't-Miss This EpisodeIn this magical episode, Vance Morris shares powerful customer experience strategies straight from the Disney playbook. As a former Disney cast member and a business owner who successfully adapted these strategies into non-glamorous industries like carpet cleaning, Vance reveals how any business can create unforgettable experiences. This is a masterclass on turning ordinary services into extraordinary performances.About the GuestVance helps business owners get, serve, and keep clients for life through creating...2025-04-1428 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipThe Way of Working Changed: Building Human-Centered CompaniesIn this inspiring episode of the CX Goalkeeper Podcast, Luke Jamieson shares his bold vision for the future of work, customer experience, and employee engagement. From human-centered organizations to the power of authenticity and observability in CX, Luke’s energy, ideas, and real-life stories will challenge the way you think about leadership, workplace culture, and recognition.About the GuestLuke is one of the top global influencers and thought leaders on cx, employee engagement and the future of work. What made him this influencer? His rebellious, unconventional approaches, high energy, and creativity. Often referred to as...2025-04-0728 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipThe REAL Top CX Predictions for 2025 In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve.About the GuestPeter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Although headquartered...2025-03-2422 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipHighlight: Leading with Data and Harnessing AI with Jim IyoobFantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service.In...2025-03-1033 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipHIGHLIGHT: Leading with Data and Harnessing AI with Jim IyoobHighlight - CX Goalkeeper Podcast: Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of...2025-03-1033 min
Getting to Aha! with Darshan MehtaThe Power of Human-Centric Business in an AI World with Gregorio UglioniIn this episode of Getting to Aha!, host Darshan Mehta chats with Gregorio Uglioni, a renowned CX expert and three-time bestselling author, about the transformative power of human-centric business strategies in an AI-driven world. They delve into the importance of time as our most valuable currency, creating emotional connections and balancing technology with human touchpoints, to enhance customer experiences. Discover how qualitative insights and active listening can drive meaningful organizational change, fostering deeper connections with customers and employees.Gregorio Uglioni is a celebrated customer experience expert and CX Goalkeeper podcast host. Gregorio shares his journey focusing on business...2025-02-1431 min
CX FilesGregorio Uglioni - CX Goalkeeper - CX Transformation That Hits The Back Of The Net!Gregorio Uglioni is an Associate Partner at Forward. He is based in Zurich, Switzerland. Greg is focused on business transformation and service excellence. He is an outspoken commentator on LinkedIn about the CX and BPO industry in general and his online commentary led to Peter calling him for a conversation. Greg also hosts the CX Goalkeeper podcast so he is another CX podcaster! Greg's podcast focuses on using the analogy of how a football team (soccer) works together to achieve success and applies this to the CX environment. How can customers and brands both win...2025-01-3026 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipCX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025 PREDICTIONSIn this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen!Episode SummaryThis episode is packed with insights from three CX leaders: Federico Cesconi, Michael Brandt, and Beppe De Vincenti. Together, they explore trends shaping the future of...2024-12-3022 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipTHE CUSTOMER CULTURE IMPERATIVEWhy You Can't-Miss This EpisodeIn this episode of the CX Goalkeeper Podcast, Gregorio sits down with Dr. Chris Brown, co-author of The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance. They explore the seven disciplines of customer-centricity, the critical role of foresight, and practical ways to embed customer culture across organizations. Whether you're an executive, manager, or CX enthusiast, this conversation is packed with actionable insights that can transform your approach to delivering exceptional customer value.About the GuestDr Chris L Brown is the MRI Benchmark SaaS business co...2024-12-1627 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipGETTING THINGS DONE RIGHT: STRATEGIES & PRACTICAL TIPSWhy You Can't Miss This EpisodeThis episode dives deep into practical strategies for getting things done right, balancing the needs of customers, employees, and businesses. Michelle Spaul, a seasoned CX consultant, shares actionable tips to ensure sustainable success in customer experience while maintaining empathy and integrity. Learn how to elevate decision-making, manage risks effectively, and align strategies for long-term growth.About the GuestMichelle is an independent CXM consultant who blends business expertise with a fresh perspective. She helps clients understand their customers, meet their needs, and achieve remarkable business outcomes. Michelle...2024-12-0929 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipDEEP DIVE INTO DATA SCIENCE AND ARTIFICIAL INTELLIGENCEIn this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, streamline business processes, and drive customer retention. You’ll walk away with actionable insights into how data and AI can deliver real business value while maintaining a human touch.About the GuestMohan is an accomplished leader in Customer Analytics and Insights. He cu...2024-11-1130 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipStop Engaging Employees: Start Making Work More HumanIn this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Eryc Eyl, author of Stop Engaging Employees, Start Making Work More Human. Eryc passionately shares insights on how shifting the focus from employee engagement to fostering a human-centered workplace can drive real results. He explores the importance of human dignity at work, the six critical disciplines of leadership, and the power of connection over conformity in organizations. If you're ready to rethink how you lead and how your employees engage, this episode is a must-listen!About the GuestEryc Eyl...2024-10-0722 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipWinning Leadership Buy-In: Aligning CX with Business GoalsIn this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the actual value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in.About the GuestWith over three decades of experience, Patty has been a CX practitioner, consultant, and analyst. She...2024-09-3025 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipBrand Love: Why It Matters and How to Grow ItIn this episode of the CX Goalkeeper Podcast, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, top companies' strategies to create loyal customers, and how to apply these insights to elevate your brand.About the GuestDr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world’s leading ex...2024-09-2333 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipEMPOWERING LEADERS TO GET EXECUTIVE BUY-INIn this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization.About the GuestMark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25...2024-08-1926 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipTHE MYSTERY SHOPPING BLUEPRINT: DRIVING CUSTOMER PURCHASESWhy You Can't Miss This EpisodeIn this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a vibrant and insightful conversation with Claire Boscq, a seasoned keynote speaker and customer experience expert. Claire shares her journey from hotel management to becoming a mystery shopping expert, discussing the profound impact of combining customer service with the ancient principles of Feng Shui. This episode is packed with actionable insights on enhancing customer experience, the critical role of mystery shopping, and the power of emotional connection in business.About the GuestClaire Boscq...2024-08-0533 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipENGAGING EMPLOYEES with Michael BrandtGregorio Uglioni discusses with Michael Brandt the critical intersection of employee engagement and customer experience. Michael shares insightful strategies and real-world examples of how to create a thriving workplace environment that drives customer satisfaction.About the GuestMichael Brandt is an experienced professional in customer and employee experience. With a diverse background working in both corporate settings and as a solopreneur, Michael brings a wealth of knowledge and practical insights into enhancing employee engagement and satisfaction. His expertise extends to collaboration with leading organizations like ABB, making him a valuable voice in the field.2024-07-2229 min
Glassix SpotlightGregorio Uglioni: Harnessing Human-Centric Strategies for Global Business TransformationWelcome to a special edition of "Glassix Spotlight," where we delve into the art of leading business and digital transformation with a focus on human experience with Gregorio Uglioni, a renowned expert in business strategy and customer experience. As a top CX influencer, host of the globally recognized CX Goalkeeper Podcast, and a three-time best-selling author, Gregorio is celebrated for his ability to merge strategic transformation with impactful human connections.
In this episode, we will explore several compelling topics including:
• How Gregorio's philosophy of human-to-human (H2H) interaction shapes tr...2024-06-1935 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipTRANSFORMING THE DIAMOND IN THE ROUGHIn this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni has an insightful fireside chat with customer experience expert Steven Van Belleghem. They delve into the concepts from Steven's latest book, "A Diamond in the Rough," exploring practical strategies for transforming potential into excellence in customer experience.FROM THE CX SUMMIT - JANUARY 2024 - THANK YOU BOUSSIAS! About the GuestSteven Van Belleghem is a renowned speaker, author, and thought leader in the field of customer experience. With over 20 years of expertise, Steven has helped numerous organizations become more customer-centric. His latest...2024-06-1721 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipTransforming Childcare - Design Insights from Barbara Van DuinGregorio Uglioni, is joined by Barbara Van Duin, a seasoned service designer from Houten, the Netherlands. Barbara brings her expertise in transforming childcare experiences through innovative service design and customer journey mapping.Barbara's LinkedIn Profile: https://www.linkedin.com/in/barbaravanduin/Why You Can't Miss This Episode:Insights into Customer Journey Redesign: Discover how Barbara tackles the unique challenges of redesigning services tailored for children, providing actionable strategies that can be applied to any sector.Balancing Digital and Traditional Experiences: Learn how integrating digital enhancements with traditional, nature-centric childcare can...2024-04-2926 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipBetween Life and Death: Transforming the Donor Experience into a Lifesaving JourneyIn this compelling episode of the CX Goalkeeper Podcast, your host, Gregorio Uglioni, sits down with Neil Greenwood, a seasoned leader in customer experience from NHS Blood and Transplant. Together, they delve into the intricacies of enhancing the donor journey, discussing strategies that not only improve experiences but also save lives.Why You Can't Miss This Episode:Insightful Leadership Strategies: Neil shares his unique perspective on leading CX initiatives within the healthcare sector, focusing on blood donation.Digital Engagement Tactics: Discover how digital tools and apps significantly boost donor retention and engagement.Altruistic Motivation...2024-04-2220 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipToward a Post-Digital Society: Where Digital Evolution Meets People’s Revolution with Antonio GrassoDive into the transformative world of digital technology with Antonio Grasso, a leading expert in digital transformation and the author of "Post Digital Society." In this compelling episode of the CX Goalkeeper Podcast, our host, Gregorio Uglioni, explores the evolving landscape of digital innovations that are shaping our future.Antonio Grasso:Antonio Grasso is the Founder and CEO of Digital Business Innovation Srl, a thriving startup leading the way in artificial intelligence, the Internet of Things, blockchain, and cybersecurity. With over 40 years in information technology, Antonio's role as an entrepreneur, author, mentor, and...2024-04-1533 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipThe Art of Customer Experience Design with Beppe De VincentiTransform Your Approach to Customer Experience with insights from the forefront of design thinking and innovation in this must-listen episode of the CX Goalkeeper Podcast. Host Gregorio Uglioni welcomes Beppe De Vincenti, a visionary in customer experience and human-centered design, to share his expertise and insights that are transforming the CX landscape.In a world where customer expectations are constantly evolving, Beppe De Vincenti provides a roadmap to staying ahead through innovative CX strategies, the importance of playful creativity, and the power of team collaboration. This episode is a goldmine for anyone looking to elevate their customer...2024-02-1233 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipCharting the Future: Discussing AI, Culture, and Leadership in Customer Service with Jeremy WatkinJoin us on the CX Goalkeeper Podcast for a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support. Jeremy's experience and wisdom provide valuable lessons for professionals at all levels.Key Highlights:Empathy in Leadership: Jeremy discusses the...2024-01-1530 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipReflecting on 2023 and Crafting More Human-Centric Business in 2024 - Insights from the CX All StarsDive into the world of Customer Experience Community with the CX Goalkeeper Podcast's Holiday Season special! Host Gregorio Uglioni brings together a panel of CX All-Stars to reflect on the impactful trends of 2023 and forecast the exciting developments awaiting us in 2024.Featured Guests: Rob Dwyer, Dennis Wakabayashi, Claire Boscq, Paul Banks, Stacy Sherman, Rick Denton, and Nate Brown I asked 2 questions to every guest:Reflection on 2023Preparing for 2024’s challengesWhether you’re a CX professional, a business leader, or just passionate about customer experience, this episode is packed with insights and strategies to h...2023-12-2518 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipHarnessing Artificial Intelligence: Balancing Technology and Humanity with Paul BanksWelcome to a groundbreaking episode of the CX Goalkeeper Podcast, where we dive deep into the world of AI and its impact on customer experience and leadership. In this episode, our host Gregorio Uglioni is joined by Paul Banks, an expert in AI and the Founder and Managing Director of Javelin content management. Get ready to explore the fascinating intersection of technology and humanity, and how it's reshaping the business landscape.About This Episode: Are you ready to unlock the secrets of balancing AI with the human touch in your business? Join us as Paul Banks shares...2023-12-1829 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipUnifying and Boosting CX in B2B Enterprises with Zarina PasalicIn this enlightening episode of the CX Goalkeeper Podcast, we have the privilege of hosting Zarina Pasalic, a visionary leader in the realm of digital customer experience. With over two decades in the IT and telecommunications industry, Zarina brings a wealth of knowledge and insights that are indispensable for anyone looking to make strides in customer experience and digital transformation in B2B enterprises.What You'll Learn:The evolving landscape of digital customer experience in B2B and its convergence with B2C strategies.Key challenges and strategies in navigating digital transformation within B2B enterprises...2023-12-0421 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipLeading with Data and Harnessing AI with Jim IyoobYour host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center agent to a CX pioneer offers invaluable insights into the evolution and future of customer service.In This Episode...2023-11-2733 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipDistilling the essence of the CX World Games with Christopher BrooksWelcome to another engaging episode of the CX Goalkeeper Podcast! Today, we’re thrilled to present "Distilling the Essence of CX: The CX World Games with Chris Brooks." Dive deep into the world of Customer Experience (CX) with our esteemed guest, Chris Brooks, a renowned CX consultant and the visionary behind the CX World Games.About Chris Brooks:Chris Brooks stands at the forefront of CX innovation. With a career spanning several years, he's a thought leader who believes in practical solutions over theoretical knowledge. His work with the CX World Games is a testament to...2023-11-2032 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipDecoding Human-Centered Design: Your Pathway to Unprecedented Success with Stefan LeutholdIn the latest episode of the CX Goalkeeper Podcast, our host Gregorio Uglioni had an insightful discussion with Stefan Leuthold, a renowned expert in the field of human-centered design. Stefan, who hails from Stimmt, a Swiss consulting company specializing in customer experience, shared his wealth of knowledge and experience spanning over two decades.Today's Top Player: Stefan LeutholdStefan Leuthold is a man of many hats - a father, husband, entrepreneur, consultant, and a scholar with a master's degree in theoretical physics and a PhD in cognitive psychology. His passion lies in understanding human behavior and applying this knowledge to create...2023-08-1432 min
CX-Talks - Insights, Technologie und Management für bessere Customer Experience#93 Die Hot Topics der globalen CX Thought Leader. Gregorio Uglioni bei Peter PirnerGregorio Uglioni (Customer Experience Goals Podcast) zu Gast bei Peter Pirner
Ungefähr zur selben Zeit wie ich machte sich auch ein Schweizer Kollege auf, die Welt mit einem CX Podcast zu bereichern. Es handelt sich um Gregorio Uglioni mit seinem Customer Experience Goals Podcast.
Der Kontakt ist seit seiner Einladung an mich nie abgerissen und wir stehen in regelmäßigem Austausch zu Themen rund um Podcasts, CX und die CX Community in der DACH Region.
Greg konzentriert sich auf die führenden globalen CX Thought Leader und produziert jede Woche eine neue Folge.
Deshalb war...2023-08-0836 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipMastering Digital Transformation with Marcus KöhnleinIn the recent episode of the CX Goalkeeper Podcast, Gregorio Uglioni engaged in an insightful discussion with Marcus Köhnlein, a seasoned expert in digital transformation and customer experience. The conversation traversed the landscape of digital transformation, its profound impact on customer experience, and the leadership required to steer these initiatives.Marcus is a seasoned expert and thought leader in the realm of digital transformation. With a wealth of experience and a robust portfolio of successful transformation projects, Marcus has honed his understanding of what it takes to navigate the digital landscape effectively.In this e...2023-07-3131 min
Amazing Business RadioWinning the World Cup in Customer Experience Featuring Gregorio UglioniThe Link Between Soccer (Football) and Customer ServiceShep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper, and author of Customer Experience 4 (CX4). He shares how customer service teams can implement lessons and best practices that organizations can learn from soccer teams and their fans. Top Takeaways: · Customer service is a team sport where different experts and teams empower and learn from each other to provide an amazing customer experience. · What can customer service teams learn from soccer teams? o Turn customers into fans. F...2022-10-0428 min
CXChronicles PodcastCXChronicles Podcast 174 with Gregorio Uglioni, The CX GoalKeeperHey CX Nation,In this week's episode of The CXChronicles Podcast #174 we welcomed Gregorio Uglioni, CCXP an inspiring CX/CS executive who has come to be known as The CX GoalKeeper, based in Zurich, Switzerland. Greg has spent years helping a plethora of amazing companies with transforming and digitizing their CX/CS roadmaps. In short, Greg is a former Accenture consultant, who today is responsible for Business Transformation at the Cantonal Hospital of Winterthur based in Switzerland. He's also a huge part of the global CX/CS community. He's authored several books, is t...2022-06-2743 min
CX Passport“The one with the CX Goalkeeper” - Gregorio Uglioni E58What's on your mind? Let CX Passport know...🎤Find out how the “beautiful game” and Customer Experience go hand in hand in “The one with the CX Goalkeeper” CX Passport E58 Gregorio Uglioni🎧⚽How does football (soccer) explain customer experience?🤝It's not about B2B or B2C...it's H2H🤩Mauritius. Hawaii. Need I say more?🥅All players have the same goal...scoring a goal...even if not every player actually scores it🤣Lies our parents tell us - Green Spag...2022-03-2934 min
The Operational Excellence ShowOpEx with Marianne Rutz - Leading Gents - Gregorio Uglioni - CCXP Customer Experience Par ExcellenceI’m joined by a very special guest this week: Gregorio Oglioni. Gregorio is CCXP Certified and has been in customer experience for a long long time! Gregorio is one of the very few experts, linking customer experience directly to your P&L! We are discussing this link in our interview today - something a lot of experts shy away from. It’s not that straightforward to calculate your financial investment into hard core dollars - or in Gregorio’s case Swiss Francs! We chat about CX in Switzerland and Globally, we touch on his podc...2022-03-0934 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipCX Goalkeeper with Mary Drumond SECOND HALF - E53 is about customers' behaviours and a lot moreThe CX Goalkeeper had a smart discussion with Mary DrumondChief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.I split the discussion in 2 episodes, the first one went live last week!In this episode:- How to operationalizing empathy- Focus on identifying impact as the frequency is relative (superb example from Mary here :)- Changing expectations are also relevant, the market is so fast (Blackberry example)- The purchase decisioning process is...2021-12-2026 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipCX Goalkeeper with Mary Drumond FIRST HALF - E52 is about Customers' Behaviours and a lot moreThe CX Goalkeeper had a smart discussion with Mary DrumondChief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.I split the discussion in 2 episodes, stay tuned also for the second part next week!In this episode:- Customers are bombarded by requests for feedback- Asking customers for feedback mean asking for their time- Feedback is a gift- Common mistakes: surveys are too long, are focused on the company interests, and they don’t...2021-12-1318 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipCX Goalkeeper with Imtiaz Bellary from ENGATI - E51 is about engaging and retaining customersThe CX Goalkeeper had a smart discussion with Imtiaz BellaryImtiaz is SVP Product and Customers at ENGATI.In this episode you will learn about:- Engati’s success story: Engaging through automation and intelligence- With a customer interactions you can achieve more than only solving customer issues, you can engage with them- some real examples on how Engati helped 2 companies- Loyalty is built on the long term- Two major trends...2021-12-0629 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipCX Goalkeeper & Mark Hamill - E50.1 SPECIAL EDITION - is about the Awards Business and recognitionThe CX Goalkeeper had a smart discussion with Mark HamillMark Hamill is the CEO of ARCET GlobalThe discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify, and Stitcher as well as a WEBCAST on YouTube.In this episode we discuss:- about ARCET Global- Culture is a big topic nowadays- The importance of Recognition- Customer Centricity World Series will take place in May 2022- some criterias to identify which awards are “good”- Th...2021-12-0130 min
Customer Service Gold Dust PodcastEP 36: What Football Teaches Us About Achieving Successful Customer Experience with Gregorio UglioniWelcome to Episode 36 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Customer Experience Professional, Gregorio Uglioni.Gregorio is a Digital & Business Transformation Specialist and also the host of the CX Goalkeeper Podcast.We hear him compare the various ways in which CX can be related to football (or soccer); why statistics can be a useful tool but shouldn't overshadow the main goals; and why the term 'Business To Business' is missing the most important element.------You can find Gregorio online at:2021-12-0130 min