Shows
Business Transformation Pitch with The CX GoalkeeperRedefining leadership at the intersection of transformation & technology with Nick James – Live from Lead26Gregorio Uglioni and Nick James discuss highlights from the Lead 26 conference, focusing on leadership, diversity, and the importance of authenticity. Nick shares insights from keynote speakers, especially Sandra DeVito, who spoke about being a female leader in a male-dominated industry. They also touch on how engaging discussions and a diverse audience make the event valuable for everyone attending. Nick explains the challenges and realities of flattening hierarchies in organizations. He emphasizes the need for leaders to listen, encourage ownership, and set clear strategies while allowing teams to execute creatively. The conversation compares leadership to coaching, highlighting how leaders...
2026-02-2322 min
Business Transformation Pitch with The CX GoalkeeperRedefining leadership at the intersection of transformation & technology with Andreas Giesa - Lead 26This episode dives into the latest trends in AI, leadership, and digital transformation from the Lead 26 conference in Zurich. Hear firsthand insights on AI adoption, leadership challenges, and the future impact of robots and agents in the workplace. Essential listening for anyone interested in business transformation. about the guest: Andreas Giesa, Director of Digital Business Consulting at Xebia and former Head of eBusiness at Liebherr, is a visionary leader in the field of digitalization. With over 16 years of experience, he passionately drives digital business models, strategies, and innovative technologies such as AI and IoT. His...
2026-02-1613 min
Business Transformation Pitch with The CX GoalkeeperAI in the Contact Center: What's Real, What's Hype, What's Next? with Rick DeLisiThis episode explores how AI is transforming contact centers, balancing cost savings with better customer and employee experiences. Rick DeLisi shares new research, practical examples, and actionable strategies for leaders looking to unlock AI's full value in customer service. Essential insights for anyone in CX or digital transformation. About the guest Rick DeLisi is an author and presenter working to help companies achieve greater customer loyalty while ALSO reducing the cost of their Service operations. Titles include "The Effortless Experience" and our newest book "Digital Customer Service: Transforming Customer Experience for an On-Screen World" (published...
2026-02-0930 min
Business Transformation Pitch with The CX GoalkeeperFans Favorite: Pivoting Strategies For Tough Customers & Tough EmployeesIn this episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement. About the Guest Marilyn Suttle has a proven track record of transforming customer relationships and elevating employee wellbeing. She works with organizations that want to stand out as the business of choice. A bestselling author, of three customer service books, including "...
2026-02-0230 min
Business Transformation Pitch with The CX GoalkeeperFans favorite: a blueprint for creating the experience-led enterprise - The Center Of Experience with Greg Kihlstrom Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employee experiences in driving success. This is a must-listen for anyone passionate about transforming organizations and delivering exceptional value to customers and teams alike. About the Guest Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked wi...
2026-01-1928 min
Business Transformation Pitch with The CX GoalkeeperTruly AI Native Companies with Sebastian GrafSebastian Graf explains the coming rise of AI native companies. He shares four safety pillars for autonomous firms: code freeze, CICD compliance, regulatory model training, and harm-reduction finance. The episode mixes technical detail, a real Anthropic experiment, and broad governance concerns about trust and social impact. Top 3 Key Learnings AI native company pillars: Four safety pillars: code freeze, CICD, regulatory RL training, and harm reduction mechanisms. Test and freeze code: Freeze codebases and run automated tests to ensure predictable behavior and regulatory compliance. Trust via cost and trials: Lower cost and stepwise use build trust; people...
2026-01-1236 min
Business Transformation Pitch with The CX GoalkeeperRedefining leadership at the intersection of transformation & technology with Fabian Ringwald - Live from Lead26This interview,Live from LEAD-26 in Zurich, links real leadership lessons to lived experience. Fabian, a CIO and ultra runner, talks limits, psychological safety, and practical steps. He also shares a clear, cautious view on generative AI and a smart fast follower strategy for regulated organizations. Key Learnings: Admit leadership limits: Openly share small, real limits with your team to build reflection and performance. Psychological safety matters: Create a safe team space so people speak up and help cover leadership gaps. Use smart fast follower: Experiment early, then buy enterprise-ready solutions to avoid costly long-term build...
2026-01-0517 min
Business Transformation Pitch with The CX Goalkeeper#273: Redefining leadership at the intersection of transformation & technology with Stephan SiegristLive from LEAD-26 in Zurich. Stephan Siegrist is a professional alpinist. He says leadership means taking the lead when situations are uncomfortable. In mountaineering one person often needs the next rope length and must make small decisions by the centimetre and larger choices every half hour. Some choices are life threatening. On a recent Nepal expedition his youngest team member developed high altitude pulmonary sickness. The medical problem required bringing the person down quickly. Stefan decided the team must bring him down. He said the most important thing is that everyone comes back home safely. S...
2025-12-2910 min
Business Transformation Pitch with The CX GoalkeeperDifferent Beats Better: Branding That Sells Without Selling with David BrierHear branding advice that shifts focus from "better" to "different." David Brier explains how branding is the art of differentiation. He shows why brands that only tweak visuals fail, and shares real cases: a failed Jaguar rebrand and a successful Napa Fresh relaunch. Learn practical steps and imagination tools. About David Brier David Brier, known by many as "The Brandfather," is the recipient of 320 international awards and the Presidential Ambassador for Global Entrepreneurship medallion, who has generated over $9 billion in brand value across four decades for companies from startups to Fortune 500s. The bestselling author...
2025-12-2228 min
Business Transformation Pitch with The CX GoalkeeperHow BSI Software Builds the Future: Data, AI Agents and Digital Sovereignty with Markus BrunoldThis episode explains how BSI builds for data, AI agents, and digital sovereignty. Markus Brunold shares the company mission, cloud and AI model choices, and how human roles and AI agents work together. Hear concrete examples and product thinking for regulated industries like financial services. About Markus Brunold Markus Brunold is CEO of BSI Software and is responsible for the company's long-term business development. With the BSI Customer Suite, BSI Software offers the only European holistic CRM and CX solution that deeply integrates AI while guaranteeing data protection, sovereignty, and flexibility. For Markus, customer centricity...
2025-12-1521 min
Business Transformation Pitch with The CX GoalkeeperWhy Human Voices Are the Secret to Digital Transformation with Alex WunschelLearn why human voices drive digital transformation. Alex Wunschel explains how voice builds trust, shapes culture, and makes leaders relatable. Get concrete tips to speak authentically, train voice skills, and embed audio into internal communication. Hear real examples and pitfalls to avoid in corporate communication. About Alexander Wunschel Alexander Wunschel is a founder, podcast pioneer, and producer with over 17 years of experience in the audio industry. He is the owner and executive of Klangstelle, a podcast company that offers the finest audio pieces from strategy and conception to production and marketing. He has produced and...
2025-12-0828 min
Business Transformation Pitch with The CX GoalkeeperSchool Needs a CX Makeover: Here is How with Leonard SommerLeonard Sommer argues schools are stuck in an industrial model and kill creativity. He shares proven examples and methods to redesign student experience. Learn why culture, not curriculum, matters and how businesses can partner with schools to prepare future workers and protect human creativity in the AI era. About Leonard Sommer Since 2014, Leonard Sommer has been actively promoting creativity in education through the Classroom Thinktank e.V., a non-profit initiative he founded. He is also involved on a voluntary basis with several educational organizations, including Education Y (Board Member), Wir für Schule (Advisory Board), a...
2025-12-0132 min
Business Transformation Pitch with The CX GoalkeeperAI Won't Fix Bad CX But It Will Expose It with Rajat ChawlaThis episode shows how AI magnifies both strengths and gaps in customer experience. Rajat Chawla explains why AI exposes bad CX, how invisible effortless experiences look, and what leaders must do on culture, accountability, and journey design using Taco Bell, KLM, and Starbucks examples. About Rajat Chawla Some highlights about Rajat Chawla: - Asia's first Certified Customer Experience professional. - Founder of Koyopo, a CX and leadership consulting firm. - Worked with global brands like Google and Cisco. - Over two decades of experience in leadership, consulting, and coaching. - H...
2025-11-2425 min
Business Transformation Pitch with The CX GoalkeeperMastering CX and Digital Innovation: Global InsightsIn this engaging episode Gregorio Uglioni welcomes Hussein M. Dajani, a visionary leader in customer experience and digital transformation. Hussein shares his journey through various leadership roles, highlighting his impactful work at Red Bull, Nissan, and Deloitte Digital. He discusses the importance of customer-centric strategies and the integration of technology to enhance customer experiences. Hussein dives into three significant transformation examples, starting with Red Bull's innovative marketing campaign during the Felix Baumgartner space jump. He then shares the groundbreaking "She Drives" initiative at Nissan, which empowered female drivers in Saudi Arabia, and the "ShopAtHome with Nissan" program...
2025-11-1736 min
Business Transformation Pitch with The CX GoalkeeperThe Heart Of Service: a Blueprint For Human-Centric Ai In Customer ServiceThis episode dives into The Heart of Service, a practical guide to human-centered AI in customer service. Nick explains real stories, change management, measuring AI impact, frontline listening, ethics, and tools leaders can use. Good for CX leaders, managers, and practitioners. About Nick Glimsdahl Nick Glimsdahl is a trusted advisor to customer service leaders navigating the pressure to modernize operations, improve experience, and prove the value of their AI investments. As the host of the Press 1 For Nick podcast, he's interviewed more than 200 CX leaders, authors, and innovators about the future of service. His new...
2025-11-1029 min
Business Transformation Pitch with The CX GoalkeeperWinning Leadership Buy-In: Aligning CX with Business GoalsGregorio 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 true 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 Patty Soltis Over three decades of experience, Patty has been a practitioner, consultant, and analyst in CX. She led dysfunctional organizations through change management to profitability. She...
2025-11-0325 min
Business Transformation Pitch with The CX GoalkeeperB2B or B2C: Time to Level Up in CX with Ben PhillipsBen Phillips, a 20-year CX professional, explains how B2B customer experience differs from B2C, highlights key B2B moments, and gives real examples of fixing and leveraging accounts. He also shares practical training ideas: translate leadership strategy into frontline actions and use short, authentic formats like podcasts. About Ben Phillips Ben is a Certified CX Professional (CCXP) with almost 20 years working directly in Customer Experience (CX) roles for worldwide enterprise-grade organisations, both B2C and B2B. He has held Director, Leader and consultancy positions in CX for market research agencies, financial companies...
2025-10-2728 min
Business Transformation Pitch with The CX GoalkeeperPeople, Platforms, and the Truth About CXIn this episode, 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, the strategies top companies use to create loyal customers, and how you can apply these insights to elevate your brand. About Aaron Ahuvia Dr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world's leading expert...
2025-10-2033 min
Business Transformation Pitch with The CX GoalkeeperRetail Reinvented: People, Platforms, and the Truth About CX with Melissa MooreMelissa Moore shares real retail stories, training tips, and practical views on customer centricity, employee experience, AI, and TikTok shop. Listeners get honest lessons on execution, people-first leadership, and building consistent retail experiences across channels. About Melissa Moore Melissa Moore is an award-winning Retail Consultant and Educator with over 25 years' retail experience. She founded The Retail Advisor consultancy to empower retailers and brands to reach their potential through sales growth and excellence in customer experience and was awarded the RETHINK Retail 'Top Retail Expert' 2024 & 2025. Melissa delivers retail training to an international audience by motivating teams...
2025-10-1328 min
Business Transformation Pitch with The CX GoalkeeperFans Favorite: Mastering Design Thinking: Igniting Innovation and Supercharging Transformation with Michael LewrickIn this episode, Greg sits down with Michael Lewrick, bestselling author and design thinking expert, to unravel how the mindset of design thinking—beyond just tools—can spark innovation, drive transformation, and elevate business performance. Michael dives into real-world cases, shares his "50 tools" framework, explores how to measure innovation using metrics and AI, and explains how ecosystems and systems thinking amplify impact. His golden nugget? Keep your curiosity alive, experiment continuously, and stay open to what the future holds. About Michael Lewrick Bestselling Author | Speaker | Senior Advisor | Trainer Resources Lewrick & Company: https...
2025-10-0633 min
Be Customer LedGregorio Uglioni on Keys to Human Centric TransformationToday's episode features Gregorio Uglioni, Associate Partner at Forward, board member of the Customer Experience Professionals Association, and founder and host of the CX Goalkeeper podcast. During today's conversation, Gregorio reflects on his early career, emphasizing the value of human interaction and a key lesson he learned by listening to customer calls instead of relying only on presentations. The discussion also highlights how CX is more than a department; it is a mindset shaped by culture, core values, and transformation.Gregorio introduces his five principles for human-centric transformation: creating a shared vision, understanding problems, prioritizing p...
2025-10-0237 min
Business Transformation Pitch with The CX GoalkeeperEmployee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business SuccessAnnette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences. With over 30 years of experience, Annette has worked with brands...
2025-09-2929 min
Business Transformation Pitch with The CX GoalkeeperLeading High-Performing Teams: Simple Habits of Fearless Leaders: Nick JamesLearn how fearless leaders build high-performing teams. Nick James shares practical habits: start with why, create psychological safety, empower people, use candid feedback, and coach individuals. He also explains his Eighty20 coaching, leading agile change, and why radical transparency and backing your team matter in fast change driven by AI and technology. About Nick James Based in Zurich, Nick has spent the past 30 years helping organisations transform and adapt to the ever-changing business environment spanning technology, business and regulatory change. He has an infectious passion for maximising the potential of the teams to deliver exceptional...
2025-09-2238 min
Business Transformation Pitch with The CX GoalkeeperBuilding the Future: AI, Avatars and the Power of CommunityThis episode explores avatars, AI, and community-driven value. Annika Kessel explains Cosmic Universe, ethical avatar design, NFTs, and community economies. Hear real risks like profile hacking and practical uses for brands, education, and mental health. Learn a human-centered view of AI and the future. About Annika Kessel Annika Kessel is a visionary leader building a new societal model at the intersection of human consciousness, AI, and decentralized community economies. She inspires millions to reconnect with their true essence through heart-driven experiences, creating ecosystems where trust, authenticity, and love define value. Through AI avatars with over 500,000...
2025-09-1529 min
Business Transformation Pitch with The CX GoalkeeperToward a Post-Digital Society: Where Digital Evolution Meets People's Revolution: Antonio GrassoAntonio Grasso offers invaluable perspectives for anyone looking to understand the intersections of technology, business, and society. By embracing a human-centric approach to digital transformation, businesses and individuals can prepare for a future where technology supports and enhances human endeavors. About 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 speaker has inspired countless individuals. His influence has been recognized with the...
2025-09-0833 min
Business Transformation Pitch with The CX GoalkeeperBeyond the Theory: Creating Meaningful Experiences with Sam SternSam Stern shares his unique perspective on bridging strategic insights with practical execution. He dives deep into the nuances of translating feedback into internal improvements at LinkedIn, highlighting the value of member voices in shaping user-centric solutions. Sam underscores the importance of emotional memory in customer experience design, emphasizing that people remember how moments felt more than they recall the details. Drawing inspiration from psychological principles like the Peak-End Rule, he illustrates how LinkedIn designs experiences that create memorable moments during major career milestones—such as job changes or layoffs—strengthening user engagement and loyalty. Sam also shares how serv...
2025-09-0130 min
Business Transformation Pitch with The CX GoalkeeperFans Favorite: Bridging the Human Gap: Navigating B2B Sales Strategies with Jim RembachWe deep dive into the interplay between artificial intelligence (AI) and human interaction in B2B sales environments. Our discussion traversed through the significance of forward-thinking, the essence of understanding customer needs, and the pivotal role of differentiation in today's competitive market. We unravel the nuances of fostering meaningful connections in the B2B landscape, and explore actionable takeaways to enhance your customer engagement and boost sales growth. The episode sheds light on the indispensable human element that drives authentic customer experiences and ultimately, business success. About Jim Rembach Jim Rembach is a seasoned expert...
2025-08-2535 min
Business Transformation Pitch with The CX GoalkeeperWinning Inside to Win Outside: The EX-CX Connection with Francesca Di MeglioHow do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX. It's a masterclass in real leadership in the age of AI. The Top 3 Key Learnings 1. EX is the foundation of CX — Happy, trusted employees create better customer outcomes. The inside always reflects outside. 2. Trust and flexibility drive performance — Remote work isn't the enemy. When employees feel trusted and supported, they deliver more. 3. Relationships are yo...
2025-08-1832 min
Business Transformation Pitch with The CX Goalkeeper#253: Fans favorite: Mastering Digital Transformation with Marcus KöhnleinIn this episode, we discuss the role of leadership in guiding these transformations and explore how customer experience is evolving in the digital age. About Marcus Köhnlein Partner at Tactical Management Partner at Quarero Marketing Accelerator Partner at Quarero AG Partner at Taskforce Solutions Ltd / 360workx GmbH Resources LinkedIn Top Voice : https://www.linkedin.com/in/marcus-koehnlein/ https://www.linkedin.com/in/marcus-koehnlein/ Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to...
2025-08-1130 min
Business Transformation Pitch with The CX GoalkeeperIt's Not Just Tech: Why People Drive Real Transformation with Bernd ZiethenIn this episode, we explore the truth behind real transformation with Bernd Ziethen, an experienced CEO, HR consultant, and headhunter. Bernd shares that while technology is advancing fast — especially with AI — true business success depends on leadership, culture, and human connection. He explains that even the best tech tools will fail without strong people and trust behind them. Bernd draws a powerful parallel between business transformation and mergers, where up to 70% fail due to cultural misalignment. He stresses that transformation is not just about strategy or tech—it's about how leaders engage people through empathy, honesty, and listening. He explai...
2025-08-0321 min
Business Transformation Pitch with The CX Goalkeeper#251: Fans favorite: Mastering the Art of Customer Experience: Insights from the CEO of the CXPAGreg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and aligning internal operations to consistently deliver value across all touchpoints. He also stresses the need for cross-functional collaboration and leadership that models CX priorities. When hiring, Melia looks for individuals who demonstrate storytelling ability, problem-solving, and ownership—key traits for driving cultural transformation. His approach reinforces the idea that sustainable CX exc...
2025-07-2729 min
Business Transformation Pitch with The CX Goalkeeper#250: Jumpstart Your Workplace CultureWhat does it take to create a workplace where people thrive, expectations are high, and trust is real? In this episode, Eric Stone shares practical advice from his book Jumpstart Your Workplace Culture. From leadership values to employee development, you'll walk away with powerful tools to transform your organization. The Top 3 Key Learnings 1. Culture is the catalyst for execution — Strong relationships, clear communication, and the right tools empower teams to perform at a high level. 2. Training must be practical and continuous — Combine corporate learning with real-time coaching to drive real growth. 3. Acco...
2025-07-2022 min
Business Transformation Pitch with The CX GoalkeeperFans favorite: Leading a Human-Centric Digital TransformationIn this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it's not just about technology; it's about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be enablers rather than solutions looking for problems. But it's not just about the 'what' and the 'how'; it's also about the 'who.' Roy talks about the role of culture in a company's digital transformation journey and how it can make or break the...
2025-07-1429 min
Business Transformation Pitch with The CX GoalkeeperEvolving Personalization: The Secrets to Staying Ahead in CXIn 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 _ Do you think personalization ends with using your name? Think again. In this episode, Dr. Emmanuel Manyonganise unveils the secrets of hyper-personalization in customer experience and how businesses c...
2025-07-0722 min
Business Transformation Pitch with The CX GoalkeeperGovernance 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 to dri...
2025-06-0920 min
Business Transformation Pitch with The CX GoalkeeperEnergizing 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 Guest Stacy 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...
2025-05-1222 min
Business Transformation Pitch with The CX GoalkeeperWorkforce 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 Guest a few words from Irina: My entire career has been in WFM. I have performed all the operational roles in the...
2025-05-0523 min
Business Transformation Pitch with The CX GoalkeeperThe 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 Guest Sarah Caminiti is a dynamic leader in customer experience, career coaching, and...
2025-04-2127 min
Business Transformation Pitch with The CX GoalkeeperThe Disney Magic: Lessons Every Business Can Use TodayReleased date: April 2025 Episode Number: 233 Name of the guest: Vance Morris Why You Can't-Miss This Episode In 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 Guest Vance helps business owners get, serve, and keep clients for life through creating experiences and...
2025-04-1428 min
Business Transformation Pitch with The CX GoalkeeperThe 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 Guest Luke 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
Business Transformation Pitch with The CX GoalkeeperThe REAL Top CX Predictions for 2025In 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 Guest Peter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Although headquartered...
2025-03-2422 min
Business Transformation Pitch with The CX GoalkeeperHighlight: 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
Business Transformation Pitch with The CX GoalkeeperHIGHLIGHT: 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
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
Business Transformation Pitch with The CX GoalkeeperCX 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 Summary This 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
Business Transformation Pitch with The CX GoalkeeperTHE CUSTOMER CULTURE IMPERATIVEWhy You Can't-Miss This Episode In 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 Guest Dr Chris L Brown is the MRI Benchmark SaaS business co-founder...
2024-12-1627 min
Business Transformation Pitch with The CX GoalkeeperGETTING THINGS DONE RIGHT: STRATEGIES & PRACTICAL TIPSWhy You Can't Miss This Episode This 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 Guest Michelle 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
Business Transformation Pitch with The CX GoalkeeperDEEP 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 Guest Mohan is an accomplished leader in Customer Analytics and Insights. He currently...
2024-11-1130 min
Business Transformation Pitch with The CX GoalkeeperStop 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 Guest Eryc Eyl is a...
2024-10-0722 min
Business Transformation Pitch with The CX GoalkeeperWinning 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 Guest With over three decades of experience, Patty has been a CX practitioner, consultant, and analyst. She...
2024-09-3025 min
Business Transformation Pitch with The CX GoalkeeperBrand 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 Guest Dr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world's leading expert...
2024-09-2333 min
Business Transformation Pitch with The CX GoalkeeperEMPOWERING 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 Guest Mark is a CX thought leader, consultant, coach, and faculty member and was recently voted one of the Top 25...
2024-08-1926 min
Business Transformation Pitch with The CX GoalkeeperTHE MYSTERY SHOPPING BLUEPRINT: DRIVING CUSTOMER PURCHASESWhy You Can't Miss This Episode In 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 Guest Claire Boscq...
2024-08-0533 min
Business Transformation Pitch with The CX GoalkeeperENGAGING 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 Guest Michael 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
Business Transformation Pitch with The CX GoalkeeperTRANSFORMING 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 Guest Steven 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
Business Transformation Pitch with The CX GoalkeeperTransforming 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 meet modern expectations and...
2024-04-2926 min
Business Transformation Pitch with The CX GoalkeeperBetween 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 in Healthcare...
2024-04-2220 min
Business Transformation Pitch with The CX GoalkeeperToward 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 speaker has...
2024-04-1533 min
Business Transformation Pitch with The CX GoalkeeperThe 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
Business Transformation Pitch with The CX GoalkeeperCharting 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
Business Transformation Pitch with The CX GoalkeeperReflecting 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 2023 Preparing for 2024's challenges Whether you're a CX professional, a business leader, or just passionate about customer experience, this episode is packed with insights and strategies to...
2023-12-2518 min
Business Mic190: Gregorio Uglioni - Unveiling 2023's Trends and Transformations in CX InsightsGregorio Uglioni is the Head of Business Transformation at Kantonsspital Winterthur, a seasoned leader in driving impactful business and digital transformations. With a solid track record in delivering measurable results, Gregorio brings a wealth of expertise in business strategy, digital transformation, customer experience, and leadership to the forefront. As the host of The CX Goalkeeper Podcast, Gregorio dives into the realm of CX (Customer Experience) as we explore the pulse of 2023's Trends and Transformations. Join us as we unravel insights, trends, and transformative shifts reshaping the landscape of customer experience in our dynamic discussion. https://www.businessmic.com/gregorio-uglioni
2023-12-2122 min
Business Transformation Pitch with The CX GoalkeeperHarnessing 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...
2023-12-1830 min
Business Transformation Pitch with The CX GoalkeeperUnifying 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
Business Transformation Pitch with The CX GoalkeeperLeading 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
Business Transformation Pitch with The CX GoalkeeperDistilling 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
Business Transformation Pitch with The CX GoalkeeperDecoding 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
Business Transformation Pitch with The CX GoalkeeperMastering 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
The 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 podcast "the CX...
2022-03-0934 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
CX...Oh!Scoring CX Goals ft Gregorio UglioniWhen we view technology through the lens of an individual CX function, connecting the dots becomes slightly blurred unless we adjust to the key CX activities: understanding customers and their experiences; analysing data collected from those experiences; acting on the insights; and continually managing CX efforts across the brand. And to ace the art of using this clarity to score goals, in house today is Gregorio Uglioni, host of 'CX Goalkeeper' podcast and a specialist in Business Transformation, Innovation and Customer Experience. Here's what we discuss:
- Service excellence as a customer focused value generating engine
...
2021-11-1022 min
Fireside chats without the firesSeason 2 : Episode 16.9 - CX Goalkeeper - Enablers, Irritants, and Value with Gregorio UglioniContinuing the focus on the CX3 book, Fireside Chats Without The Fires are joined by Gregorio Uglioni, a contributing author to the book. As he is also known, Gregorio, or "CX Goalkeeper" talks about his chapter in the book that focuses on a matrix called "Value/Irritant Matrix". Gregorio explains how the matrix (made famous in the Bill Price book, "The best service is no service"), should be used by companies to create a frictionless experience for their customers. We also hear about the 3 enablers, Data, Technology, and Human Beings, and the roles that each of these plays in creating customer ex
2021-06-1443 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Neil Skehel - S1E21 is about Awards International and true LeadershipThe CX Goalkeeper had a smart discussion with Neil Skehel Neil is CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM (Customer Experience Magazine). My learnings: By winning an award and by sitting next to Don Hales, Neil started together with Don "Awards International" Awards International offers outstanding awards in several countries (UK, UAE, Turkey, …) One of the key success factors of Awards International is the DREAM TEAM In future there will be several options how to run them. The digitalization (e...
2021-05-1042 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Daniel Jordi - S1E20 is about "the aligned leader" and "leaders bridge". It's all about connecting peopleThe CX Goalkeeper had a smart discussion with Daniel Jordi Daniel Jordi is connecting Switzerland's Digital Leaders to accelerate their Digital Transformation. He is client partner at Ginetta, founder at LeadersBridge GmbH and the podcast host of "The Aligned Leader Show". My learnings: A) The Aligned Leader Show It is an interview series on YouTube (with more than 130 episodes). The show is lasting since more than 8 years as Daniel has not a commercial purpose. People like the show for its inherent value. Companies' names and job titles are not...
2021-05-0329 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Marius Ghios - S1E19 is about customer led environments and future-focused leadersMarius is a Customer Experience expert, an outstanding innovator and Judge at International CX Awards. He was named among the 50 most influential CX experts in UK. My learnings: Focus on customers' needs and try to build everything around them (also leveraging available data). Often after the design of a new experience (or product), during the development phase, several technical challenges arise, it is a common issue that teams don't go back to the customers and leverage the available insights again to keep the focus on the customers' needs. Often at project...
2021-04-2531 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Peter Dorrington - SPECIAL EDITION about the Launch of AnthrolyticsThe CX Goalkeeper had a smart discussion with Peter Dorrington. This is a special edition for the launch of Anthrolytics Peter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify and co-founder of Anthrolytics. We spoke about loyalty, empathy, personalization and the launch of Anthrolytics My learning during this discussion: Customer satisfaction measurements are not always a good indication of loyalty There are different measurements methods Hyper-personalisation will be a...
2021-04-2137 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Christopher Brooks - S1E18 is about the CXWG and what really matters most to customersThe CX Goalkeeper had a smart discussion with Christopher Brooks Christopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship. My learnings: CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy was a success CXWG 2021 is starting in May 2021 Christopher's chapter in the book Customer Experience 2 is about measuring behavioral changes There are 25 CX drivers which are able to replicate 90% of the decision-making process The EXQ (Experience Quality) method identifies what...
2021-04-1940 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Deanna Russo - S1E17 is about linkedin secrets and best practicesThe CX Goalkeeper had a smart discussion with Deanna Russo Deanna is a Linkedin Strategist, Cheerleader and Accountability Partner at Leverage Up, LLC, which she founded 1 year ago. She grew her LinkedIn Following 25x in 18 months. My learnings: LinkedIn is for everybody, not only for job seekers. It helps to engage with other human beings, to create long-lasting relationships and to grow your business. Direct messages to sell a product or a service don't work. Engagement is the prerequisite! Additionally, the three main pillars of LinkedIn are: 1...
2021-04-1231 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Adrian Swinscoe - S1E16 is about his book "CX PUNK"The CX Goalkeeper had a smart discussion with Adrian Swinscoe Adrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX. We discussed following tracks from his book: With great power comes great responsibilities CX is not F***** metrics Simplicity rules: ok? The answers are right in front of view His book suggestion: Worth It by Dan Price How to contact Adrian: https://www.linkedin.com/in/adrianswinscoe/ https://www.adrianswinscoe.com/ ...
2021-04-0539 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Nils Hafner - S1E15 is about the Customer Experience Trend Radar 2021The CX goalkeeper had a smart discussion with Nils Hafner. Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, make the discussions with him unforgettable. My key learnings: First Nils started with CRM Trends in 2006 and then moved to the Customer Experience Trend Radar 2021 The CX...
2021-03-2935 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Gabe Smith - S1E14 is about the CXPA and the CCXP certificationThe CX goalkeeper had a smart discussion with Gabe Smith After more than 11 years at the American Cancer Society with his last role as Senior Consultant - Customer Experience, he moved to the CXPA - Customer Experience Professional Association as content manager in 2019. He creates and curates non-biased content that connects CX professionals around the world, empowers them to overcome obstacles and drive customer-focused change within their organisations, and elevates the CX discipline in the marketplace. My key learnings: The mission of the CXPA is "We support CX professionals to share, learn, inspire...
2021-03-2228 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with James Dodkins - S1E13 is about how James applied the SCO method to his business and about social mediaThe CX goalkeeper had a smart discussion with James Dodkins Yes, I really mean JAMES - THE CX ROCKSTAR! He was named The UK's #1 CX Influencer by Customer Experience Magazine in 2020, he is a GLOBAL KEYNOTE SPEAKER, the HOST OF AMAZON PRIME'S 'THIS WEEK IN CX' and a lot more. The value he brings to the CX community is outstanding. My key learnings: Customer outcome first Start always by asking: who is the customer? Followed by the question: what is the successful customer outcome? Sharing is key...
2021-03-1540 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Stacy Sherman - S1E12 is about humanity in business, employee engagement and metricsThe CX Goalkeeper had a smart discussion with Stacy Sherman Stacy Sherman is a mom of two fabulous kids and a Schnoodle dog. Fan of Simon Sinek. She is applying Simon's WHY principles every day & mentoring others to do the same. Stacy is passionate about inclusion & thought diversity (as happy employees lead to happy customers.) She doesn't just talk. She is a doer such as: launching "Women Leaders Making A Difference" community because she knows that small actions lead to big impacts. Stacy is the founder of DoingCXRight and at the same time she is Head of...
2021-03-0826 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 6 Episode 4 - Meet the CX goalkeeper, Gregorio UglioniChristopher Brooks' CX Superheroes explores the traits, techniques and tools the modern day CX professional needs in order to deliver meaningful value to their customers. In this episode we meet up with Gregorio Uglioni, an emerging star of the European CX landscape. As a CX leader within a payments company, Gregorio has the advantage on most influencers in the sector - he's practicing what he's preaching. Known as the 'CX Goalkeeper' (we still dont know why), an active member of the CX community, he has carved a space of his own finding opportunity to contribute back where he...
2021-03-0740 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with James Perryman - S1E11 is about Customer Experience Maturity AssessmentsThe CX Goalkeeper had a smart discussion with James Perryman James Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential. James is the founder and director of Momentus Key learnings: It is all about the "moment" to make the customer fall in love with a company and stay in love with a company There are 2 ways to understand CX maturity assessments based on a KPIs selection in...
2021-02-2730 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Peter Dorrington - S1E10 is about predictive behavioral analytics and its "real" use casesThe CX Goalkeeper had a smart discussion with Peter Dorrington Peter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify. "Analysis without actions is academy, actions without analysis is anarchy" Key learnings: Experience Management is the intersection among Customer Experience, Employee Experience and Partner Experience ·Predictive behavioral analytic is the combination of data science and behavioral science (e.g., from neuromarketing, behavioral economics) The analytical approach tries to answer the f...
2021-02-2241 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Nate Brown - S1E9 is about the learning experience as an enabler to make people's life betterThe CX Goalkeeper had a smart discussion with Nate Brown Nate Brown is the Chief Experience Officer at Officium Labs, and the Co-Founder of CX Accelerator. His sweet spot is helping employees to understand the customer journey and how they play in role in improving it. He defines himself as a student of Customer Experience. His vision is to helping organization and people to reduce stress and friction and making people life better. Nate Brown speaks about "learning" as a key component of the employee experience: Knowledge is the lifeblood of...
2021-02-1433 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Francesca Tempestini second half - S1E8 is about the whole employee experience at DisneyThe CX Goalkeeper had a second smart discussion with Francesca Tempestini. Francesca is speaking about the employee experience at Disney, as she worked there for 5 years. Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled also during the second discussion about her experience at Disney as a cast member. Nowadays, Francesca Tempestini is an Export Manager at FARAONE srl. She is an enthusiastic disseminator of Disney approach. In the following discussion, she explains the whole employee journey. It is important to invest in...
2021-02-0735 min
Business Transformation Pitch with The CX GoalkeeperThe CX Goalkeeper with Miles C. Thomas is about 5 steps to great service and great experiencesMiles C. Thomas is the global head of customer service and experience at International Baccalaureate. Founder HumanizedCX & CX Wales. Chair of Judges at the CX awards and internationally recognized CX leader. A customer experience, success, service and operations leader for organizations such as Deloitte and the International Baccalaureate. Miles explains five steps for a great service and great experiences 1) Engaging and empowering leadership – Executives who understand the importance of CX Buy-in Leader should enable the organization (e.g., from tools and training point of view) to empower employees to meet objectives On...
2021-02-0140 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Ana Maria Zumsteg (2nd half) speaking about the silver lining among relationship NPS, transactional NPS and employee NPSAna Maria Zumsteg - S1 E6 - second half ....with more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers' needs across 30+ countries, Ana Maria shared some of her top learnings. Ana Maria implemented the NPS framework at Zurich as an enabler to build a long-lasting relationship with customers and employees. The clear goal was not to measure a KPI but impacting people and their life. During the second half of this smart discussion Ana Maria explains the silver lining among Relationship NPS (R-NPS), Transactional...
2021-01-2719 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Ana Maria Zumsteg is about NPS and building long-lasting relationships with customersWith more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers' needs across 30+ countries, Ana Maria shared some of her top learnings. Ana Maria implemented the NPS framework at Zurich Insurance as the enabler to build a long-lasting relationship with customers and employees. From the beginning, the clear goal was not to measure a KPI but impacting people and their life. The core of her work focuses on "building relationships with customers" and not on creating a measurement framework. CX is really about understanding the customers. The...
2021-01-2429 min
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Francesca Tempestini - S1E4 is about Disney magic - the employee experience of a cast member during the first days at DisneyFrancesca Tempestini Serie 1 - Episode 4 Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled during this smart discussion about her experience at Disney as a cast member. Francesca Tempestini is an Export Manager at FARAONE srl and NODO srl. She is an enthusiastic disseminator of Disney approach. Francesca is sharing following core principles, she learnt at Disney and she is still applying years after she left Disney: · Place people at the center of everything you are doing · Put the right attention to the hu...
2021-01-1833 min