Business Transformation Pitch with The CX Goalkeeper

This episode features Jeannie Walters discussing her book 'Experience is Everything' and sharing practical advice on customer experience (CX) leadership. Listeners will learn why CX starts with leadership, how to build effective CX strategies, and how to adapt to new technologies like AI while maintaining trust and business relevance. About the guest Jeannie Walters, CCXP, CSP, is a certified customer experience expert, USA Today bestselling author, CEO, and international keynote speaker who does more than cite examples, she shows you how to implement strategies for real results. As the Founder of Experience Investigators, she brings more than 20 years of impact across industries—including healthcare, financial services, higher education, software, and hospitality. She has led transformative efforts for brands like JPMorgan Chase, SAP, BASF, PG&E, Orangetheory Fitness, Comcast, and more. Her bestselling book, Experience Is Everything, reveals how leaders can boost performance and revenue by making customer experience their greatest competitive advantage. Recognized as a top industry voice, Jeannie has reached more than half a million learners through her LinkedIn Learning courses and created CXI Membership™ to provide practical, guided CX support for busy leaders. Her insights, featured in Forbes, NPR, The Chicago Tribune, and The Wall Street Journal, reflect her mission to help organizations make every moment count. Relevant links https://experienceinvestigators.com/ https://www.youtube.com/@jeanniewalters https://www.instagram.com/jeanniewalters/ https://instagram.com/experienceinvestigators/ Key Take-Aways  CX starts with leadership: Customer experience must be driven by intentional leadership, not just good intentions. Align CX with business goals: Effective CX strategies connect directly to organizational objectives and measurable outcomes. Build trust with technology: AI and new tools should enhance customer journeys and maintain trust, not just efficiency. Chapters 0:00 - Intro 0:35 - Customer Experience Leadership Fundamentals 0:49 - The Importance of Intentional Leadership 2:17 - Foundations of Customer Experience 5:03 - Developing a Winning CX Strategy 8:53 - Transitioning to a Holistic CX Strategy 16:40 - Successful Customer Experience Transformations 20:54 - Learning from CX Initiative Failures 27:01 - Key Takeaways for CX Leaders Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

Gregorio Uglioni and Faran Niaz reflect on decades of experience in customer experience, challenging common industry practices. They discuss how CX teams often focus on measurement and reporting, rather than driving real transformation. The conversation highlights the disconnect between what companies present to executives and what customers actually experience, emphasizing that dashboards and frameworks often fail to address real customer pain points. The hosts discuss the prioritization of cost-cutting and revenue over genuine customer-centricity. They note that while companies claim to put customers first, business priorities usually win when tough decisions arise. The conversation also covers how digital transformation is frequently used as a disguise for cost reduction, rather than as a true customer-focused initiative, and how employee experience is undervalued. The episode closes with a discussion on the risks of rushing into AI-driven transformation, the importance of maintaining human touch, and a call to return to CX fundamentals: listening, simplifying, fixing, and delivering consistently. About Faran Niaz Faran Niaz is the Founder & CEO of CX Future and creator of the FBX™ – Friction to Brilliance™ Framework. With more than 25 years of experience, he helps organizations transform customer experience into measurable business results through strategy, AI, digital transformation, and operational excellence. Throughout his career, Faran has led large-scale CX transformations across banking, healthcare, retail, hospitality, telecommunications, government, and other industries. He is best known for transforming ADIB from #23 to #1 in the UAE Customer Experience rankings, a position the bank maintained for seven consecutive years. Today, he advises executive teams on customer-centric transformation, AI-enabled customer operations, service excellence, and building organizations where customer experience becomes a competitive advantage—not just an initiative. Links:  https://www.linkedin.com/in/farann/ Key Highlights: Measurement vs. Action: CX teams often measure experience but struggle to drive real change or fix customer pain points. Cost Cutting Over Customers: Organizations prioritize cost and revenue, often neglecting genuine customer and employee experience. Human Touch Still Matters: Digital transformation should not replace human interaction where empathy and assurance are needed. Chapters: 0:00 - Intro 0:35 - Challenging Customer Experience Assumptions 2:35 - Transforming Customer Experience Teams 7:45 - Navigating CEO Perspectives on CX 9:52 - Discussing Employee Experience Value 14:33 - The Value of Experience in Customer Service19:42 - Critiquing CX Events and Commercialization26:34 - Balancing AI Implementation and Human Experience32:51 - Key Takeaways for Improving Customer Experience Please, hit the follow button and leave your feedback in your preferred platform.  About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

Gregorio Uglioni welcomes Zack Hamilton to discuss the current state and future of customer experience (CX). Zack shares his career goal of disrupting how businesses and industries think, giving an example from his work at Aaron's where digital payments transformed the business. The conversation sets the stage for a deep dive into the evolution and challenges of CX. Zach explains that traditional experience management has reached its ceiling. He argues that while organizations have become good at collecting insights, they struggle to drive decisions and real action. Zach emphasizes the need for CX leaders to influence cross-functional partners and create business cases with multiple champions to achieve meaningful change. The discussion covers the evolution of CX from reactive customer service to adaptive, AI-driven organizations. Zach warns that skipping steps in this evolution leads to failure. He highlights the importance of removing friction, learning quickly, and integrating AI thoughtfully. The episode ends with Zach's advice that companies who learn fastest and remove friction will dominate the next decade. About Zack Hamilton Zack Hamilton is the creator of The Experience Performance System™ (EPS), founder and host of Unf*cking Your CX, and one of the customer experience industry's most provocative voices on the future of CX, operational performance, and Agentic AI. Over the course of his career, Zack has led customer experience, operations, digital commerce, and commercial growth initiatives for some of the world's leading brands. He spent more than 15 years at Aaron's, progressing from Store Manager to Vice President of Operations overseeing more than 150 locations before leading the company's $300M eCommerce business. While at Aaron's, Zack eventually became Chief Experience Officer where he led customer and employee experience. He later served as Global Head of Retail Strategy at Medallia, SVP of Commercial Enablement at Forsta, and held executive leadership roles at parcelLab. Known for challenging conventional CX thinking, Zack's work focuses on helping organizations move beyond dashboards, surveys, and measurement to build systems that improve business performance through experience. His frameworks, including The Experience Performance System™, CX Case Maker™, Journey Pods™, and Friction Drag™ are used by organizations seeking to connect customer experience directly to growth, retention, efficiency, and profitability. Zack is the author of the book The Experience Performance System™, which introduces a new operating model for experience management and outlines the evolution from traditional CX programs to Agentic and Autonomous organizations. The book is available on amazon.com and has been sold in more than 80+ companies. He is also the host of the Unf*cking Your CX podcast and newsletter, where he shares insights on customer experience, operational excellence, leadership, and the future of AI-powered organizations.   Links:  https://www.linkedin.com/in/zackhamilton/ https://www.theexperienceperformancesystem.com https://open.spotify.com/show/7bjMiZylt6feszXXDKpvyy (Zack's podcast) Key Highlights: Traditional CX is failing: Organizations generate insights but struggle to drive decisions and operational change. Influence is critical for CX leaders: Building alliances across departments increases the success of CX business cases. AI and learning speed matter: Companies that learn and remove friction fastest will outperform competitors in the future. Chapters: 0:00 - Intro 0:35 - Transforming Customer Experience with Zach Hamilton 1:12 - Disrupting Traditional Business Models 3:14 - Evolving Experience Management to Performance 5:40 - Podcast Genesis: Unfucking Your CX 9:14 - Hard Truths About Customer Experience 16:33 - Evolving from CX 1.0 to 5.0 23:38 - The Future of AI in Customer Experience 28:02 - Golden Nugget: Learning Faster Than Competition 29:22 - Conclusion and Next Steps Please, hit the follow button and leave your feedback in your preferred platform.  About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

Gregorio Uglioni and Faran Niaz discuss the current state of customer experience (CX), questioning whether technology and automation are truly improving CX or just creating new frustrations. They highlight that while some leading companies excel, many average and poor companies use technology as a shield, leading to increased customer effort and declining trust. The conversation points out that self-service options are often mistaken for CX success, even when they increase customer frustration. The hosts critique the widespread use of journey mapping and Personas, calling them 'corporate theater' that distracts from real customer needs. They argue that CX existed long before these tools and that too much focus on mapping and fictional Personas takes time away from listening to customers and solving operational issues. They stress that most customer pain points are operational, not emotional, and that companies should focus on simplifying processes. The episode also addresses the challenge of explaining CX's value to the C-suite, noting that many leaders reduce CX to NPS scores or basic service metrics. Faran Niaz argues that CX skills are transferable across industries and criticizes the demand for industry-specific CX experience. The discussion emphasizes the need for diverse perspectives and cross-industry learning to improve customer experience. About Faran Niaz Faran Niaz is the Founder & CEO of CX Future and creator of the FBX™ – Friction to Brilliance™ Framework. With more than 25 years of experience, he helps organizations transform customer experience into measurable business results through strategy, AI, digital transformation, and operational excellence. Throughout his career, Faran has led large-scale CX transformations across banking, healthcare, retail, hospitality, telecommunications, government, and other industries. He is best known for transforming ADIB from #23 to #1 in the UAE Customer Experience rankings, a position the bank maintained for seven consecutive years. Today, he advises executive teams on customer-centric transformation, AI-enabled customer operations, service excellence, and building organizations where customer experience becomes a competitive advantage, not just an initiative. Links:  https://www.linkedin.com/in/farann/ Key Highlights: Technology is not always helpful: When technology becomes the goal, it can create more friction instead of improving CX. Journey maps can distract: Over-focusing on journey maps and Personas wastes time and misses real customer needs. CX skills cross industries: Customer experience principles work in any industry; diverse backgrounds bring valuable insights. Chapters: 0:00 - Intro 0:35 - Business Transformation Pitch Overview 0:52 - Challenging Assumptions in Customer Experience 1:58 - State of Customer Experience: Polarization 7:06 - Self-Service vs. Customer Experience 9:32 - Theatrical Journey Mapping and Customer Interaction 19:14 - Understanding Customer Experience Metrics 26:29 - Need for Cross-Industry Experience in CX 31:55 - Conclusion and Future Discussions Please, hit the follow button and leave your feedback in your preferred platform.  About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

Gregorio Uglioni welcomes Cory Davison to discuss the 'experience equation' and the importance of aligning four key experiences: customer, employee, brand, and product. Cory shares her background in market research and her pivotal role at Smart Technologies, where she broke down silos and created synergy across teams. This experience led to her development of the 4X method, which she now uses to help organizations grow by focusing on the customer journey and cross-functional collaboration. Cory explains how the 4X method links customer, employee, brand, and product experiences, emphasizing that treating these as separate areas harms the customer. She shares examples of how leadership alignment and a mindset shift are crucial for breaking down silos. Cory describes how she helped Benevity, a SaaS company, operationalize growth by forming cross-functional teams and focusing on the customer journey, leading to smoother processes and a more unified culture. The discussion covers the integration of brand and product experience, highlighting the emotional and operational aspects of brand and the importance of involving real customers in product development. Cory also addresses the role of AI, stressing that it should be treated as a stakeholder and integrated with a human-first approach. She concludes with practical advice for listeners: connect with unfamiliar teams, act as a change maker, and focus on building bridges within organizations. About Cory Davison Cory Davison is a market research professional who turned into an experience design consultant, AI strategist, bestselling author of The 4X Method(TM) and founder of 4Xperience (pronounced: four experience) She helps organizations move from strategy to operations by aligning people, processes, technology, data, and customer insight. As an MIT-certified AI and Machine Learning Strategist, Cory brings a practical lens to digital transformation and AI adoption. Her work focuses on helping organizations design AI and technology as experiences, not just tools, so adoption creates measurable value for employees, customers, and the business. Cory created The 4X Method™ to help leaders break down silos and align Customer Experience, Employee Experience, Brand Experience, and Product/User Experience. She has worked across industries including technology, SaaS, mining, government, manufacturing, financial services, and retail. Her message is clear: uncertainty is not a strategy. In a world of rapid change, leaders need better ways to connect insight, operations, and execution. Links:  https://www.the4XMethod.com, https://www.Corydavison.comKey Highlights: Align the Four Experiences: Customer, employee, brand, and product experiences must work together for true business growth. Break Down Organizational Silos: Leadership alignment and a customer-centric mindset help teams collaborate and improve outcomes. Treat AI as a Stakeholder: AI should enhance, not replace, human experience and must be integrated thoughtfully with people. Chapters: 0:00 - Intro 0:35 - Understanding the Experience Equation 0:44 - Cory Davidson's Winning Goal in Market Research 4:04 - Transforming Silos into Growth Engines 4:36 - The 4X Framework: Aligning Customer, Employee, Brand, and Product Experience 6:39 - Combining Experiences for Better Customer Outcomes 7:11 - Leadership Alignment for Customer Experience 13:38 - Real-World Case Study: Breaking Down Silos at Benevity 17:45 - AI as a Key Player in Modern Business Strategies 23:16 - Overcoming Professional Challenges and Personal Growth 27:25 - Actionable Steps for Creating Better Experiences 28:57 - Corey's Golden Nugget: Be a Change Maker 29:55 - Conclusion and Wrap-Up Please, hit the follow button and leave your feedback in your preferred platform.  About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

Bill Staikos discusses his recent journey, including launching a consulting practice and a newsletter called 'AI, not KPI.' He explains how the newsletter aims to help CX professionals shift from focusing solely on metrics like NPS to building AI-forward organizations. Bill shares how each issue builds on the last, offering both free and paid content, including templates and models to support execution. The conversation explores how companies still rely too heavily on traditional surveys and metrics, despite the abundance of customer data from many channels. Bill argues that AI can help organizations act on this data more effectively, moving beyond measurement to change management. He stresses the importance of integrating data, breaking down silos, and using technology to make better, faster decisions. Bill and Gregorio discuss the evolving skills required for CX leaders. The role is shifting from survey and dashboard expertise to change management, technology understanding, and human-centered design. Bill introduces the idea of the 'CX engineer' and emphasizes the need for CX to be embedded in company operating models. He shares examples of companies using customer signals smartly and offers practical advice for future-proofing CX strategies. About Bill Staikos Founder & Managing Partner at Be Customer Led. Bill Staikos is a senior customer experience executive with over 20 years of leadership across financial services, consulting, and technology. He has held senior roles at American Express, Freddie Mac, JP Morgan, and BNY Mellon, where he led global initiatives to transform client and employee experiences. A former SVP at Medallia, Bill helped organizations turn insights into measurable outcomes. Recognized as a LinkedIn Top Voice and one of the Top 50 Global CX Influencers, Bill is also the founder of the Be Customer-Led podcast and is now preparing to launch The Multimodal Experience. Known for his pragmatic, impact-driven approach, Bill advises leading brands, including Apple, Bank of America, Marriott, and T-Mobile, on connecting customer experience to business growth. Links:  https://www.linkedin.com/in/billstaikos/ Bill's Newsletter: https://ainotkpi.substack.com/. highly reccomended.   Key Highlights: AI transforms CX action: AI helps companies act on diverse data, not just measure it. CX leaders need new skills: Modern CX leaders must drive change and understand technology. Integrate CX into operations: Customer experience should be part of the company's core model. Chapters: 0:00 - Intro 0:35 - Bill Stakos' Consulting Journey 1:59 - AI, Not KPI: A Newsletter Introduction 3:34 - Rethinking Customer-Centric Operating Models 4:41 - The Hard Truths of Customer Experience 7:59 - Leveraging AI for Actionable Customer Insights 12:08 - Shifting Towards Integrated Tech Solutions 14:28 - The Emergence of the CX Engineer Role 18:54 - The Strategic Position of Customer Experience Leadership 20:55 - Innovative Use of CX Data: A Success Story 22:33 - Quickfire Round: Business Insights and Advice 25:04 - Radical Innovation: Glass Breaking Mindset Please, hit the follow button and leave your feedback in your preferred platform.  About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode explores how customer experience can drive real business growth, not just satisfaction. Jim Tincher shares insights from over 800 B2B interviews, practical frameworks like the LEAD model, and real-world examples from companies like Dow. Learn actionable steps to unlock growth hidden in your best customers. This episode is brought to you in partnership with the Connect Expo Series. Taking place in Atlanta on September 9th and 10th, 2026, the Connect Expo Series brings together three co-located events: Customer Connect Expo, AI Connect Expo, and Cloud Connect Expo. Together, the series explores the technologies and strategies shaping the future of customer experience, artificial intelligence, and cloud innovation. Across the show floor and conference stages, attendees will hear from leading keynote speakers, discover the latest digital solutions, and connect with the people helping organizations transform how they work and serve their customers. As a listener of The Business Transformation Pitch, you're entitled to a complimentary ticket by using the discount code CXGOAL100 at checkout. To get your complimentary ticket:  https://www.customerconnectexpo.com/registration?utm_source=ptn_cxgoalkeeper&discount_code=CXGOAL100 About Jim Tincher: Jim Tincher helps manufacturers grow — not by chasing new customers, but by deepening the relationships they already have. As founder and CEO of Heart of the Customer (HoC), which he launched in 2013, he shows manufacturing companies how the way they serve customers translates directly into retention, wallet share, and revenue. Jim leads the Advanced Manufacturing CX Consortium, a benchmark of nearly 10,000 manufacturing customers that reveals what actually drives customers to expand a supplier relationship — and where companies quietly lose business they assume is secure. His work connects the dots most organizations miss: how a service interaction, a resolved issue, or a delivery experience becomes the reason a customer buys more or walks away. Before founding HoC, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. He is a Certified Customer Experience Professional (CCXP), formerly served on the CXPA Board of Directors, and currently leads its research committee. He is the author of Do B2B Better: Driving Growth through Game-Changing Customer Experience. Key Highlights: Satisfaction is not enough: Most satisfied customers do not plan to grow with you. Focus on value instead. Feeling valued drives growth: Customers who feel valued above expectations are five times more likely to grow. Follow a clear hierarchy: Fix operational basics first, then build confidence, value, and finally partnership. Chapters: 0:00 - Intro 0:35 - Business Transformation Overview with Guest 1:27 - Largest Career Impact: Connecting Customers to Journey Mapping 2:02 - Mission: Reforming Customer Experience for Growth 2:50 - Driving Growth in Customer Experience: Insights from Interviews 6:59 - Building Customer Value: The Hierarchy of Experience 11:01 - Implementing the Growth Chain: Metrics for Success 13:43 - Organizational Stability: Essential for Value Creation 15:31 - Case Study: Dow's Journey to Improve Customer Experience17:53 - Learning from Experience: Avoiding Pitfalls in Customer Engagement 19:35 - Quick Fire Round: Insights from Industry Leaders 22:44 - Key Takeaway: The Importance of Customer Valuation 23:40 - Conclusion and Audience Engagement Please, hit the follow button and leave your feedback in your preferred platform.  About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

This episode explores why many leaders are obeyed but not truly followed, and what that costs businesses. Rene Gonthier shares real-life stories and practical advice on building trust, motivating teams, and the difference between managers and true leaders. Listeners gain actionable tips to boost trust and team performance. About the guest: René Pascal Gonthier is the founder and Managing Director of Gonthier Consulting, an executive leadership advisory boutique based in Zürich, Switzerland. With 25+ years as a senior leader and board member at international companies , he has led teams across 10+ countries with full P&L responsibility. René's work sits at the intersection of commercial performance and human leadership, the conviction that trust, not authority, is what makes people genuinely follow. He advises GL-Mitglieder and senior leaders in DACH mid-sized companies on executive leadership, AI readiness, and team development. Relevant links https://www.linkedin.com/in/rené-gonthier https://www.gonthier-consulting.com Key Take-Aways  Trust drives performance: When teams trust their leader, motivation and business results improve naturally. Managers use authority; true leaders listen, empower, and build trust with their teams. Early signs of lost trust: A quiet team and lack of open discussion can signal fading trust before results drop. Chapters 0:00 - Intro 0:35 - Leadership Insights with Rene Gonthier 1:24 - Exploring Management vs. Leadership 4:35 - Recognizing Signs of Fading Trust 7:24 - Consequences of Weak Trust in Organizations 12:16 - Case Study: Rebuilding Trust for Better Performance 17:05 - Challenges of Command and Control Leadership 21:07 - Building Trust: Effective Habits and Practices 23:10 - Conclusion: The Power of Trust in Leadership Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

In this episode I discuss with Sarka Risch how to use LinkedIn to build real relationships, stand out, and create business opportunities. Sarka Risch shares practical tips, real stories, and mistakes to avoid. Whether you're a leader, entrepreneur, or job seeker, you'll learn actionable strategies for LinkedIn success.  About the guest Sarka Risch is a LinkedIn coach, trainer, mindset strategist, and speaker. She worked in marketing and sales for 20 years before becoming an entrepreneur. Since 2021, she has dedicated herself to helping leaders establish their voice on LinkedIn, build strong communities, and embrace a growth mindset to achieve their professional goals. To date, she has coached and mentored over 300 leaders, empowering them to become thought leaders, build their brand on the world's largest business social media platform, and gain business opportunities. In 2025, her method was featured in Forbes. Relevant links www.linkedin.com/in/sarka-risch www.sarkarisch.com Chapters 0:00 - Intro 0:35 - Welcome to the Business Transformation Pitch 0:59 - Defining Your Career Goals: Impact and Inspiration 2:04 - Transitioning from Employment to Entrepreneurship 4:54 - Leveraging LinkedIn: Building Genuine Relationships 7:36 - Strategies for Community Building on LinkedIn 15:21 - Case Studies: Successful LinkedIn Transformations 26:42 - Common LinkedIn Mistakes to Avoid 29:52 - Key Habits for Success on LinkedIn 30:04 - Final Thoughts: Curiosity and Courage in Networking Key Take-Aways Mindset and clarity matter: Believe in LinkedIn's power and be clear about your goals and audience. Build genuine relationships: Focus on quality interactions, not just posting or selling directly. Show your personality: Let your unique experiences and values shine in posts and comments. Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode dives into the most relevant challenges of customer experience with insights from Asia's top CX expert, Santhakumaran Atmalingam. Listeners will learn why many companies fail at CX, the impact of technology and AI, and the importance of empathy and human touch in business. About Santha:  Santhakumaran Atmalingam is the Founder CX Expert Asia. He is the winner of the Silver Award in CX Asia Excellence Awards 2021 and the Customer Experience World Games 2022 World Champion. Relevant links: https://www.linkedin.com/in/santhakumaran/, Key take-aways:  Understand True Customer Experience: Many companies confuse CX with customer service or analytics, missing the real strategic value. Balance Technology and Human Touch: AI is important, but empathy and human interaction remain crucial for many customers. Continuous Engagement Drives Success: Ongoing CX training and focus help organizations maintain a strong customer-centric culture. Chapters:  0:00 - Intro 0:35 - Introducing Customer Experience Transformation 2:23 - Pride in Customer Experience Achievements 3:38 - Hard Truths of Customer Experience 5:13 - Misalignment Between Claims and Reality 7:01 - Starting Points for Customer-Centric Strategies 7:44 - Technology's Impact on Customer Experience 10:55 - Balancing Human Interaction with Technology 14:57 - Success Story: Continuous CX Engagement 19:34 - Empathy as the Key to Customer Experience 20:20 - Conclusion and Farewell Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode explores how CX leaders can leverage AI to improve customer and employee experiences. Greg Melia shares real-world examples, lessons from failures, and practical advice on integrating AI thoughtfully. Listeners gain actionable insights and learn about essential skills for the future of customer experience. Sponsored by Connect Expo Series: This episode is brought to you in partnership with the Connect Expo Series. Taking place in Atlanta on September 9th and 10th, 2026, the Connect Expo Series brings together three co-located events: Customer Connect Expo, AI Connect Expo, and Cloud Connect Expo. Together, the series explores the technologies and strategies shaping the future of customer experience, artificial intelligence, and cloud innovation. Across the show floor and conference stages, attendees will hear from leading keynote speakers, discover the latest digital solutions, and connect with the people helping organizations transform how they work and serve their customers. As a listener of The Business Transformation Pitch, you're entitled to a complimentary ticket by using the discount code CXGOAL100 at checkout. To get your complimentary ticket:  https://www.customerconnectexpo.com/registration?utm_source=ptn_cxgoalkeeper&discount_code=CXGOAL100 About Greg Melia: Greg is the CEO of CXPA, the global nonprofit for the CX profession. This gives him a unique position to view the development of the CX field and collaborate with leaders across the globe. Key Highlights: Focus on outcomes, not technology: Leaders should ask if AI benefits customers, employees, and the business before implementation. Develop essential AI skills: CX professionals must understand AI basics, ethics, and strategic integration for future success. Learn from both wins and failures: Real-world examples show the value and risks of AI in customer experience management. Chapters 0:00 - Intro 0:35 - Connecting Through Customer Experience 2:13 - Defining the Mission of Customer Experience 2:59 - AI's Role in Customer Experience Enhancement 4:13 - Key Considerations for AI Implementation 6:30 - Aligning Customer Needs with AI Design 12:06 - Developing Essential Skills for CX Leaders 19:36 - Successful AI Integration Case Studies 23:46 - Learning from AI Implementation Failures 25:25 - Actions for Tomorrow's CX Leaders 26:22 - Final Insights Please, hit the follow button and leave your feedback in your preferred platform.  About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode reveals how finance can drive customer experience and business growth. Veronika von Heise-Rotenburg, a CFO, shares real stories and practical advice about collaboration, transparency, and using AI in finance. Learn how finance can be a value creator, not just a gatekeeper. About Veronika:  Dr Veronika von Heise-Rotenburg is Chief Financial Officer (CFO) and Co-Managing Director at everphone. In this role, she is responsible for accounting, controlling, data, refinancing, people & culture and legal for the phone-as-a-service provider. Veronika is a proven expert in digital finance and asset-based financing and has many years of experience in the field of fleet lending. She began her career as an associate at McKinsey. Veronika studied law and economics in Augsburg. She also holds an MBA in General Management from the University of Dayton and a PhD in International Capital Markets Law from the University of Augsburg. In addition to her professional activities, she is a member of the supervisory board (including BAWAG), angel investor and speaker, as well as co-founder of the Female Finance Circle, a network for female financial executives and author of articles and a book for start-up and scale-up CFOs. Relevant links:  https://www.linkedin.com/in/veronika-von-heise-rotenburg/ https://www.instagram.com/veronika.vhr/ www.veronikavonheiserotenburg.com Chapters:  0:00 - Intro 0:35 - Introduction to Finance and Customer Experience 1:42 - CFO Success: Profitability and Female Finance Circle 3:25 - Mission of the Female Finance Circle 5:00 - Transforming Finance into a Value Driver 7:14 - Finance as an Enabler for Growth 10:20 - Building Trust through Financial Transparency 20:42 - Case Study: Debt Financing and Customer Trust 24:33 - Leadership Lessons: Managing Friction in Finance 28:32 - Connecting Customer Experience with Finance 29:44 - Conclusion Subscribe the podcact on your preferred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As a Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

Gregorio Uglioni welcomes Michael Brandt, a seasoned CX practitioner and current judge in the Customer Experience War Games. The conversation sets the stage for a deeper exploration of the War Games, focusing on their value for charities and participants, and Michael's ongoing involvement as a judge. Michael explains the judge's role, emphasizing the importance of practicality and feasibility in evaluating team solutions for nonprofits. Michael values clear documentation and actionable plans, ensuring that nonprofits can easily implement the proposed solutions. He also mentions that each judge brings their own perspective and criteria to the evaluation process. Join the movement and find out more: https://www.linkedin.com/company/cxwg/ Subscribe the podcact on your preferred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As a Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode is about the Customer Experience World Games 2026 with last year's champion, Qaalfa. Listeners get insights on team collaboration, the value of giving back through CX, and how global perspectives shape solutions for charities. Alpha shares practical lessons and the rewarding nature of the competition. Gregorio welcomes Qaalfa Dibeehi, last year's Customer Experience World Games champion, to discuss the ongoing 2026 event. Alpha introduces himself as a partner at Human to Outcome, focusing on customer and employee experience, and executive mentoring. He explains his background in CX, including leadership roles at  Forrester, and shares his motivation for joining the World Games: giving back to charities and networking globally. Alpha describes his role as a team captain in the World Games, coordinating a diverse group from different regions. He highlights the rewarding aspect of helping charities that often lack CX expertise. The competition pushes participants to adapt their recommendations to practical realities, making the experience both challenging and fulfilling. Alpha values the opportunity to learn from other professionals' approaches and perspectives. The conversation covers how CX practitioners quickly form effective teams due to their collaborative mindset. Alpha notes the importance of sharing backgrounds and expertise, which accelerates team performance. He reflects on the professional growth gained from seeing different problem-solving methods and the satisfaction when charities choose their solutions. The episode ends with rapid-fire questions, where Alpha describes the experience as 'rewarding' and the CX community as 'diverse.' Join the movement and find out more: https://www.linkedin.com/company/cxwg/ Subscribe the podcact on your preferred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As a Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

This episode is about the Customer Experience World Games 2026, highlighting its global impact, charity focus, and the unique collaboration among CX professionals. Listeners will learn more about the games and how simple tools and teamwork drive real change for charities, making it a must-hear for anyone passionate about customer experience and giving back. Gregorio Uglioni welcomes Mike McClelland, a seasoned CX professional, to discuss the Customer Experience World Games 2026. Mike shares his journey from player to captain and back, emphasizing the event's charitable impact and the pride he feels helping organizations worldwide. He also highlights how his involvement has influenced both his career and personal life. Join the movement and find out more: https://www.linkedin.com/company/cxwg/ Subscribe the podcact on your preferred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As a Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

This episode dives deep into the real challenges of customer experience today. Dennis Wakabayashi shares honest insights about why CX metrics often fall flat, the importance of trust, and how AI will impact CX. He created a new Global Customer Experience Alliance which can reshape the industry. Listeners gain practical ideas for improving both customer and employee experiences as well as relevant information on the CX Summit 2026 in Lisbon and the Global CX Alliance.  Join the CX Summit in Lisbon: 16-18 June 2026: https://cxsummitlisbon.cx/2026 Learn more about the Global CX Alliance: https://globalvoiceofcx.com/ Chapters:  0:00 - Intro 0:35 - Customer Experience Journey Overview 2:02 - Finding Purpose in Customer Experience 3:46 - Hard Truths About Customer Experience 6:30 - Understanding Friction in Customer Satisfaction 10:47 - Measuring Trust in Customer Relationships 14:21 - AI's Impact on Customer Experience Insights 17:54 - Introducing the Global CX Alliance 20:43 - Global CX Hall of Fame Announcement 27:44 - Final Thoughts on Human Connection Subscribe the podcact on your preferred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As a Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode dives into the Customer Experience World Games, a unique, global, volunteer-driven initiative where CX professionals solve real charity challenges. Listeners will learn how to join, the impact of the games, and the authentic, non-commercial spirit behind this inspiring movement. The Customer Experience World Games starts on June 1st!  Gregorio Uglioni welcomes Christopher Brooks, the founder of the Customer Experience World Games, to discuss the origins and purpose of the initiative. The Games started during lockdown as a way for CX professionals to help small businesses and charities with real challenges. Over six years, it has grown into a global, volunteer-based movement focused on solving experience challenges for charities, with participants from over 55 countries. The setup of the World Games is simple and inclusive. Anyone can join, regardless of their available time or experience level. Participants are randomly assigned to teams, each led by an experienced captain. The games are played online to accommodate global participation, but there are also in-person regional editions in places like Poland, Lithuania, and South America. The focus is on collaboration, learning, and giving back. Participation is free, with no financial transactions or marketing involved. The games foster genuine networking and professional growth, as well as tangible benefits for charities. The first challenge this year supports Outward Bound, a UK charity helping young people through outdoor activities. New participants can join at any stage, and corporates can get involved by contacting the organizers. Relevant links:  https://www.linkedin.com/company/cxwg https://cx-worldgames.com/home Chapters:  0:00 - Intro 0:35 - Understanding Customer Experience War Games 1:07 - Origins of Customer Experience War Games 3:08 - Setup and Structure of the Games 7:56 - Global Participation and Regional Events 14:40 - First Challenge Overview 18:33 - Joining the Games: How to Participate 22:47 - Corporate Support and Collaboration Opportunities 23:03 - Conclusion and Call to Action   Subscribe to the podcast on your prefererred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/    

This episode explores the intersection of AI and healthcare, focusing on how technology can support, not replace, human connection. Peter Brem shares real-world examples, challenges, and practical advice for leaders and clinicians to ensure patient-centered care remains at the heart of innovation. About Peter Brem:  Peter Brem is a Senior Clinical Specialist and Advanced Practice Physiotherapist at Kantonsspital Winterthur, one of Switzerland's leading cantonal hospitals. A TEDx speaker, lecturer at ZHAW and an invited Speaker, and co-architect of one of Switzerland's first formal Advanced Practice Physiotherapy curricula, he has spent two decades at the intersection of clinical excellence, systems transformation, and digital health. His reference points are not only clinical. He is deeply influenced by the hospitality philosophy, the belief that unreasonable care and relentless excellence are not luxuries, but standards. He brings that mindset into a context where most people have stopped expecting it: the rehabilitation ward. He holds an MSc in Pain Management (Leicester), a Digital Health certificate from Stanford, and an Advanced Management Program from the University of St. Gallen. Recently he has delivered an AI in Healthcare webinar to 180 participants in Laos, hosts a webinar series on AI for allied health professionals across Switzerland, and has worked with performance technology in clinical settings since 2019. Peter doesn't talk about the future of healthcare. He builds it — patient by patient, system by system. Relevant links:  https://www.linkedin.com/in/peter-brem-msc-53607783 https://www.instagram.com/brempete_r/ Chapters: 0:00 - Intro 0:35 - Introduction to Healthcare AI and Human Connection 1:07 - Building the Future of Healthcare Education 3:39 - The Role of Technology in Patient Care 6:31 - Insights from a TEDx Talk on Movement and Health 7:59 - Daily Exercises for Better Health 9:16 - Reevaluating the 10,000 Steps Guideline 11:12 - Building Trust in AI for Healthcare 15:05 - Patient-Centric Healthcare Systems 17:29 - AI's Impact on Patient Perception 24:59 - Successful AI Use Cases in Patient Care 29:04 - Understanding AI's Limitations in Healthcare 32:52 - Quickfire Round: Insights and Advice 37:32 - Peter's Golden Nugget: Human Connection in AI Age 39:16 - Conclusion and Thanks Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.   Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/    

This episode features a discussion between two leading CX experts, Gregorio Uglioni and Dennis Wakabayashi. They share practical insights on leadership, culture, measurement, AI, and continuous improvement in service excellence as they were invited to present their thoughts at an event organized by ICX Kenya.  About Dennis Wakabayashi As former VP of Customer Experience Delivery at RR Donnelley and VP of Integrated Marketing at Integer Group (Omnicom), Dennis has guided CX transformations for McDonald's (10,000+ restaurants), AT&T, FedEx, Starbucks, and Wells Fargo. Named one of the "Top 50 CX Experts of the Decade" and recognized by Campaign Magazine's "Digital 40 Over 40," he collaborates with the International Customer Experience Institute on global CX standards. Relevant links: ICX Kenya: https://www.linkedin.com/in/icxkenya/ Dennis Wakabayashi Linkedin: https://www.linkedin.com/in/denniswakabayashi/ 3 Key take-aways: Culture drives CX success: Understanding and adapting to local culture is key to building trust and customer loyalty. Leadership enables real change: Effective leaders create safety, clarity, and accountability for continuous improvement. Measure what matters most: Focus on customer value and actionable insights, not just metrics or dashboards. Summary: Gregorio Uglioni and Dennis Wakabayashi discuss the importance of moving beyond CX theory to real-world execution. They highlight that many organizations have enough data and initiatives, but often lack a clear operating model and effective leadership. The conversation stresses the need for collaboration, learning from mistakes, and focusing on actionable frameworks rather than just dashboards and metrics. They emphasize that experience management should be a practical management system, not just a set of insights. A major theme is the critical role of culture and leadership in driving CX success. Dennis shares global examples showing how cultural context shapes customer expectations and trust. They discuss how accountability often breaks down due to unclear ownership and lack of psychological safety. Both agree that strong leadership is about creating environments where everyone can contribute, innovate, and feel safe to speak up, regardless of their position in the company. The discussion covers the pitfalls of over-relying on technology and data without understanding customer value. Dennis illustrates with an African market example how small, customer-focused innovations can disrupt entire industries. They also explore the role of AI in harmonizing expertise and the need for continuous improvement at every level. The episode concludes that culture, leadership, and the ability to act on insights are what truly set leading organizations apart. Chapters: 0:00 - Intro 0:35 - Podcasting for Business Transformation 2:39 - The Importance of Customer Experience Frameworks 6:33 - Cultural Context in Customer Experience 9:58 - Leadership Ownership in Experience Management 12:03 - Creating Safe Environments for Accountability 17:36 - Transforming Data into Actionable Insights 24:57 - Continuous Improvement Through Small Changes 31:09 - Leveraging AI for Business Success 36:24 - The Role of Culture in Organizational Success 41:24 - Summary: Building an Experience Management System Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

Greg recently moderated and participated as a speaker in a panel discussion organized by Simply Contact. It was a highly relevant webinar focused on healthcare customer experience. The discussion explored the complex challenges healthcare organizations face today — from fragmented systems and regulatory constraints to the ongoing need for truly patient-centric processes. Greg shared insights from his work in Swiss hospitals, Aleksandra Budynek brought in her frontline perspective from patient support, and Daniel Wardell provided a deep dive into technology and compliance aspects of healthcare CX. Together, they offered complementary perspectives that made the conversation both practical and thought-provoking. Many thanks to Simply Contact for making this discussion possible and allowing Greg to share it more broadly. Top 3 learnings:  Patient-centric design is crucial: Healthcare CX must focus on patient needs, not just staff efficiency or internal processes. Trust and empathy drive outcomes: Building trust through empathy and clear communication is key to positive patient experiences. Compliance shapes patient experience: Compliance must be integrated from the start, not treated as a separate or secondary concern. Links:  https://www.linkedin.com/events/7444735543533494272/ https://www.linkedin.com/company/simplycontact/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As a Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Forward Partners AG: https://www.forwardwith.ch

This episode brings together two leading podcasts to discuss the real impact of automation and AI in customer service. Learn practical steps, real examples, and common pitfalls in automation projects, with actionable advice from experienced consultants. Perfect for anyone interested in operational excellence and customer experience. About the guest Rémon Elsten is managing partner being Forward Partners in Switzerland, a consulting firm focusing on CRM and customer service topics. He started his career for about 25 years in the Netherlands and is now working mainly in Switzerland, Germany and Austria. He was vice president of the Swiss Contact Center Association (CallNet.ch) from 2006 to 2018, Board member of the European Confederation of Contact Centre Organisations from 2010 to 2018, he is still a teacher on the topics customer management and customer service at several swiss business schools and author on several books and articles on these topics.  Relevant links https://www.forwardwith.ch https://www.linkedin.com/in/remonelsten/ https://service-excellence-cockpit.ch/en/ Key Take-Aways Balance automation and experience: Automation should improve efficiency without harming customer experience or relationships. Use value matrix for decisions: Analyze customer dialogues and company value to choose the right automation use cases. Avoid tech for tech's sake: Focus on real business needs, not just new tools or technology trends.  Chapters 0:00 - Intro 0:35 - Introduction to Automation in Customer Service 2:06 - Understanding Operational Excellence 3:30 - Balancing Efficiency and Customer Experience 4:43 - Implementing Self-Service Solutions 8:06 - Choosing Automation Use Cases 15:06 - Successful Automation Examples 21:53 - Learnings from Automation Failures 24:18 - Keys to Effective Automation Strategies 26:07 - Conclusion and Further Resources Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode features an honest discussion with Ian Golding, a leading CX expert. You can gain insights on accountability, the impact of AI, and real-world examples of customer experience. The conversation is practical, direct, and filled with actionable advice for anyone interested in business transformation and CX. About Ian Golding:  Ian is a global CX Specialist and the Author of 'Customer What?' Relevant links:  https://www.linkedin.com/in/iangolding/ Key take-away:  Accountability is critical: Organizations must take responsibility for customer experience and act on feedback to improve. AI enables, not replaces: Artificial intelligence should enhance human interaction, not automate away meaningful experiences. Visibility matters in CX: Sharing your ideas and being visible helps influence others and drives positive change. Summary: Gregorio Uglioni welcomes Ian Golding, a respected mentor and independent CX expert, to discuss the realities of customer experience. They reflect on their early days in Stevenage and Ian's journey to becoming an independent consultant. Ian shares that his proudest career moment was deciding to go independent, which allowed him to share knowledge globally and help organizations improve customer experience. The conversation dives into the biggest challenges in customer experience today, with Ian highlighting the lack of accountability within organizations. He explains that many companies claim to be customer-centric but fail to act on feedback or adapt to changing environments. They discuss the gap between current and future state journeys and how failing to close this gap can make companies irrelevant. Ian and Gregorio explore the role of AI in customer experience, emphasizing its potential to interpret data and eliminate unnecessary processes. However, Ian warns that AI should not replace human interaction but should enable better experiences. The episode concludes with practical advice, examples of great CX (like Amazon), and Ian's golden nugget: the importance of visibility and sharing your perspective within the CX community. Chapters: 0:00 - Intro 0:35 - Mentoring and Career Reflections 1:54 - Ian's Mission: Knowledge Sharing & Education 8:47 - The Importance of Accountability in Customer Experience 12:39 - Understanding Customer Journeys: Current vs Future State 19:52 - Transformative Role of Artificial Intelligence in CX 24:33 - Amazon: A Case Study in Customer Experience 31:52 - The Importance of Visibility and Personal Branding   Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/    

This episode explores how AI is changing customer experience, with insights from Melanie Mingas and recent research. Learn why consumers trust their own AI use more than companies, how businesses must adapt, and what the future holds for CX teams in an AI-driven world. About the guest Melanie is the editor-in-chief of CX Network, which produces research-backed business insights for a global community of CX leaders, experience designers, service specialists, and consultants. She heads the brand's research and editorial direction, and chairs an Advisory Board of 20 award-winning and senior CX specialists from around the world.  Relevant links https://www.linkedin.com/in/melanie-mingas-8351b817/ https://www.cxnetwork.com/artificial-intelligence/articles/customer-persona-agentic-ai-machine-customer Main research link is here: https://www.cxnetwork.com/cx-experience/reports/global-state-of-cx-customer-experience Articles I cited include: https://www.cxnetwork.com/artificial-intelligence/articles/customer-persona-agentic-ai-machine-customer https://www.cxnetwork.com/artificial-intelligence/articles/the-invisible-shelf-how-geo-is-revolutionizing-customer-experience-perceptions https://www.cxnetwork.com/artificial-intelligence/articles/discoverability-agentic-commerce-cx Key Take-Aways  AI reshapes customer interactions: Companies must design for human and machine customers, focusing on process excellence and efficiency. Trust gap in AI usage: Consumers trust their own AI use more than companies due to control, overwhelm, and privacy concerns. Prepare for rapid change: Continuous learning and adapting are essential as big tech drives fast shifts in customer experience. Chapters 0:00 - Intro 0:35 - Career Goals and CX Evolution 1:58 - CX Network Mission and Insights 2:27 - Annual CX Research Overview 4:55 - AI's Impact on Customer Experience 7:14 - Redesigning Customer Experiences for AI 16:45 - Consumer Trust and AI Usage 22:46 - Successful AI Adaptation Examples 27:22 - Preparing for AI-Driven Customers 29:20 - Big Tech's Role in CX Future 30:09 - Conclusion and Next Steps Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

This episode explores how customer experience directly impacts business growth and financial results. Camila Ferreira shares real stories, practical frameworks, and actionable advice for connecting customer satisfaction with ROI. Learn how to align teams, build trust, and turn feedback into measurable business value. About the guest Camila Ferreira is a global business strategist, international keynote speaker, and one of the most influential voices redefining Customer Experience as a growth engine. With over 20 years of executive leadership across Latin America, Europe, the United States, and the UAE, Camila has built a legacy of transforming companies from the inside out. She is the founder and CEO of Rise Up, co-author of Long Live CX, and the creator of the LimitLess framework, proving that when leadership, experience, and technology align, growth has no borders. Relevant links https://www.linkedin.com/in/camilaferreiraglobal/ https://www.instagram.com/camilaferreira_global/ https://www.camilaferreira.com/ https://www.youtube.com/@CamilaFerreira_Global Key Take-Aways Trust drives long-term loyalty: Building trust from day one leads to retention, referrals, and business growth. Quality over quantity in customers: Focus on valuable customers, not just increasing the number of clients. Act on feedback, not just collect: Feedback is only useful if companies take action and communicate results. Chapters 0:00 - Intro 0:35 - Career Background: Insights from Operations and Finance 2:07 - Mission to Translate Experience into Financial Success 3:11 - Bridging Customer Experience and Financial Metrics 5:16 - Building Trust: The Key to Customer Loyalty 10:06 - Transforming Customer Support into a Sales Driver 27:18 - Learning from Customer Feedback: Avoiding Common Pitfalls 31:23 - Golden Nugget: Choosing Courage Over Fear 32:14 - Conclusion Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

We dives into real-world applications of conversational AI, showing how voice agents are transforming customer service and lead qualification. Learn from Andrea Pomponi's hands-on experience, discover practical challenges, and hear proven use cases that deliver measurable business value.  About the guest Andrea Pomponi is Co-founder and Head of Partnerships at DeepAgent, an Italian startup specializing in AI-powered voice agents for lead qualification, customer care, and HR pre-screening. With an ecosystem of over 100 clients and more than 500,000 minutes of conversations managed, DeepAgent is redefining how companies engage with customers and candidates. Andrea leads the partner channel expansion strategy, with the goal of building a network of agencies to bring Voice AI across industries—from dental and automotive to energy and real estate. Relevant links https://www.linkedin.com/in/andreapomponi/ https://deepagent.app Key Take-Aways  Voice AI amplifies human value: AI handles routine tasks so humans can focus on relationship-building and delivering customer excellence. Legacy systems are a barrier: Outdated technology slows AI adoption; companies must update or integrate new agentic platforms. Speed boosts conversion rates: AI agents can respond instantly, doubling or tripling lead conversion compared to manual follow-up. Chapters 0:00 - Intro 0:35 - Conversational AI Overview and Its Importance 1:04 - Company Mission: Automating Customer Interactions with Voice AI 3:41 - Speed and Flexibility: Key Advantages of AI Native Solutions 4:09 - Transforming Customer Experience with Voice AI 8:29 - Addressing Fears: Human and Technological Challenges in AI Adoption 18:36 - Real Use Case: Voice AI for Inbound Customer Qualification 20:54 - Real Use Case: Enhancing Outbound Lead Qualification 25:58 - Final Thoughts: The Importance of Experimentation Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode dives into how AI and people-first thinking can drive successful business transformation. Alex Nelles shares real stories, lessons learned, and practical advice on leading change, building trust, and making technology work for everyone.  About the guest:  Alex is an experienced executive with over 20 years of business and IT experience across industries like Telco, Retail, Travel, and Healthcare. He is passionate about helping companies create real value by improving how they work and by guiding them through digital transformation. Alex focuses on building smart, practical strategies using modern digital technologies. His goal is simple: help organizations improve quality, stay ahead of competitors, and grow their profits in a sustainable way. He believes that successful transformation always starts with people and then uses technology, including AI, to support and scale that change.  Relevant links: https://www.linkedin.com/in/alexnelles/ https://www.alexnelles.com Keay Take-aways: People drive transformation: Focus on employees and their needs to create real value and successful change. Start small with AI: Solve simple use cases first and learn step by step to avoid being overwhelmed. Communication is key: Explain the vision clearly and involve staff early to reduce fear and build buy-in. Chapters: 0:00 - Intro 0:35 - Exploring AI and Human-Centric Transformation 3:07 - The Importance of People in AI Implementation 6:49 - Understanding Generative AI's Impact 8:57 - Building a Robust AI Architecture 10:30 - Adapting to Rapid AI Changes 13:18 - Fostering Human-Centered Transformations 22:01 - Successful Use Cases: Clara, the Digital Employee 27:30 - Key Takeaways for Transformation Success 28:37 - Conclusion Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As a Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode explores how boards and leaders can make smart, bold decisions in uncertain times. Thomas Zimmerer shares practical advice on embracing uncertainty, leveraging data and AI, and ensuring strong ownership. Real-world examples and actionable tips make it valuable for anyone facing fast-changing business environments. About the guest Thomas Zimmerer is a board member and AI & digital board advisor, working with Boards of Directors and supervisory boards on decision-making, governance, and long-term value creation under uncertainty. He brings global experience as CEO, CIO, COO and CDO across industrial, technology, and regulated environments in Europe and the Middle East, and serves on supervisory and advisory boards. His work focuses on how boards govern business models, risk, and strategic direction as AI reshapes decision environments. Thomas is a published author and regular contributor to German governance and risk-management journals, including Der Aufsichtsrat and the Zeitschrift für Risikomanagement. Relevant links https://www.aiizationboard.com https://www.linkedin.com/in/thomaszimmerer/ Key Take-Aways Make uncertainty explicit: Put unknowns and assumptions on the table to improve clarity and decision quality. Leverage existing data and AI: Use current tools and data to run scenarios and support faster, smarter decisions. Ensure strong ownership: Assign clear responsibility for decisions, including both success and failure. Chapters 0:00 - Intro 0:35 - Navigating Decision-Making in Uncertainty 1:34 - Vision and Focus Amid VUCA Challenges 3:20 - Understanding Decision-Making Under Uncertainty 3:55 - Explicitly Addressing Unknowns in Decision-Making 5:58 - Leveraging Technology and Data for Decisions 9:32 - Utilizing Existing Tools for Effective Decision-Making 11:36 - Ownership and Accountability in Board Decisions 17:39 - Embracing Risk and Learning from Decisions 20:34 - Case Study: Bold Investments in AI 24:58 - Learning from Unsuccessful Decisions 28:19 - Final Insights on Uncertainty and Leadership 30:40 - Conclusion and Audience Engagement Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode reveals the secrets of serving ultra high net worth individuals. Listeners learn about the MEPA framework, the importance of trust and privacy, and hear real stories of extraordinary, hyper-personalized experiences in the luxury sector. About the guest: Christopher Brooks is an award winning global customer experience specialist.  Relevant links: https://www.lexdengroup.com https://www.linkedin.com/in/christopher-brooks-cx Key Take-Aways: MEPA framework essentials: Managing expectations, extraordinary experiences, post purchase care, and time savings are key for luxury clients. Trust and privacy matter most: Building trust and ensuring privacy are fundamental when serving ultra high net worth individuals. Perfection is just the start: Luxury clients expect perfection; brands must go beyond to deliver unique, personal value. Chapters: 0:00 - Intro 0:35 - Understanding Ultra High Net Worth Individuals 2:40 - Mission of Serving Ultra Wealthy Clients 3:40 - Defining Ultra High Net Worth Clientele 4:51 - MEPA Framework: Elevating Client Management 9:06 - Creating Extraordinary Experiences 12:55 - Importance of Post Purchase Care 15:04 - Active Time Savings for High Net Worth Clients 17:04 - Building Trust with Ultra Wealthy Clients 21:43 - The Role of Privacy in Luxury Services 24:06 - Learning from Mistakes in Client Experiences 26:07 - Final Insights and Conclusion Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode dives into the real challenges of building and growing startups, with practical advice from Guillano Demon. Listeners get insights on leadership, product-market fit, team alignment, and customer experience. The discussion is honest, energetic, and packed with actionable tips for founders and innovators. About the guest:  Guillano Demon is an ex-EY Partner with deep cross-functional experience in building, transforming, and scaling businesses across healthcare, consumer products and technology. He is a co-founder of ventures including Ohana Health, Admiral Freight and KompiTech.AI, works closely with startups and SMEs as a strategic advisor. His mission is to help founders turn bold ideas into real, scalable companies by combining disciplined execution with human-centered leadership. Relevant links:  https://www.linkedin.com/in/guillano-demon-264881/ Keay Take-aways: Blend conviction with openness: Startup leaders must be stubborn yet open to feedback and learning from others. Engage customers early and often: Constantly involve customers to ensure products are usable and meet real needs. Team alignment and governance matter: Having the right team and clear governance helps resolve issues and drive success. Chapters: 0:00 - Intro 0:35 - Introduction to Business Transformation and Startup Insights 1:57 - Giullano's Mission: Supporting Startup Founders 3:21 - Essential Leadership Qualities for Startups 4:36 - Engaging with Teams and Customers Effectively 5:39 - Overcoming Challenges in Fundraising and Market Fit 8:25 - Strategies for Achieving Product Market Fit 13:03 - Success Case: Launching a Pharmaceutical Startup 15:13 - Learning from Failure: The Importance of Team Alignment 18:43 - Quickfire Round: Insights on Business Challenges and Strategies 20:17 - Golden Nugget: Balancing Dreams with Reality 20:52 - Conclusion and Wrap-Up Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

This episode explores the deep connection between psychology, company culture, and customer experience (CX). Katie Stabler shares practical advice, real stories, and actionable insights for CX leaders. Listeners will learn why strategy, employee involvement, and communication matter more than just technology or AI.   About the guest:  Katie is a Cheshire-based customer experience specialist, keynote and the published author of the best-selling CX-ISM. Dedicated to cultivating high-value customer experience through data, design and culture, she inspires organisations to do things differently. Her work is rooted in the psychology of customer perception and built on the belief that customer experience must evolve from a strategy you implement to a movement you lead. With over a decade in experience design, Katie founded CULTIVATE Customer Experience by Design, now in its fifth year of global operations, where she supports organisations around the world to unlock meaningful, measurable and sustainable customer experience transformation.   Relevant links:  https://www.linkedin.com/in/katie-stabler-ccxp/ https://www.instagram.com/customerexperience_provocateur/   Keay Take-aways: Psychology drives CX success: Understanding feelings, memory, and perception is essential for effective customer experience. Culture is shown in tough times: True customer-centric culture appears when employees act right during challenges. Strategy beats tactics in CX: Long-term CX success needs a clear strategy, not just isolated projects or training. Chapters: 0:00 - Intro 0:35 - Game-Changing Moments in CX Career 1:22 - Book Insights: Philosophy of Customer Experience 2:48 - Bringing CX Philosophy to Life 3:37 - Understanding Psychological Elements in CX 6:01 - Growing as a CX Specialist 7:38 - Creating Customer-Centric Culture 10:44 - Integrating AI with Customer-Focused Employees 13:44 - Addressing AI's Impact on Employment 16:40 - Learning from CX Initiative Failures 19:32 - Strategic Approaches to CX Initiatives 23:09 - The True Measure of Customer Experience 23:56 - Conclusion and Final Thoughts Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

Gregorio 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 can empower others by stepping back and supporting growth rather than micromanaging. About the guest:  Based in Zurich, Nick James 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 results for customers. He now works as a team and individual performance coach, mentor, senior advisor and transformation leader for corporates, consulting firms and start-ups. Relevant links:  https://www.linkedin.com/in/nickajames/ Key Take-aways: Authenticity in leadership: Leading with authenticity and style is powerful, especially in challenging or male-dominated environments. Flattening hierarchies: Bridging hierarchies and listening to teams helps leaders set clear strategies and encourage ownership. Coaching as leadership: Leaders should use coaching skills, empower teams, and step back to let others shine and grow. Chapters: 0:00 - Intro 0:35 - Key Themes and Reflections from Lead 26 0:47 - Leadership Insights: Authenticity and Gender Dynamics 3:59 - Addressing Hierarchies in Organizations 6:38 - Evolving Leadership: The Role of Coaching 11:02 - Transformational Leadership: Lessons from Bueller 13:16 - Integrating Social Purpose into Business 20:39 - Embracing Discomfort for Growth 21:48 - Conclusion Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/    

This 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 focus is on customer-oriented solutions, digital excellence, and the development and empowerment of agile teams for digital transformation.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 focus is on customer-oriented solutions, digital excellence, and the development and empowerment of agile teams for digital transformation. Key take-aways: AI is changing work rapidly: Agentic AI will soon impact both office and manual jobs. Backcasting for better strategy: Leaders should plan by envisioning the future and working backward. Addressing fears is crucial: Leadership must help people face and manage fears about AI adoption. Chapters: 0:00 - Intro 0:35 - Exploring Impressions from Lead 26 1:13 - AI Adoption Trends and Challenges 2:10 - The Impact of Agentic AI on Jobs 4:49 - Leadership Strategies: Backcasting vs Forecasting 7:30 - Addressing Fears and Adoption Gaps 10:10 - Key Learnings and Leadership Focus 11:37 - Upcoming Leadership Conference Plans Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

This 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 by Wiley).  Relevant links https://www.digitalcustomerservicebook.com,  https://www.linkedin.com/in/rick-delisi-1122257/ Key Take-Aways AI balances cost and experience: AI now enables companies to save costs while improving customer and employee experiences. Support frontline with AI tools: Equipping agents with AI-driven knowledge and suggestions makes their jobs easier and more effective. Personalize by issue, not person: Match the right interaction—AI or human—to the customer's specific need at that moment. Chapters 0:00 - Intro 0:35 - Career Highlights: Eliminating High Effort Customer Service 1:39 - Current Mission: Enhancing Banking Interactions with AI 2:42 - Unlocking AI Value: Beyond Cost Control 3:49 - Six AI Strategies for Contact Centers 10:09 - Automating Customer Interactions for Efficiency 17:25 - Empowering Contact Center Managers with AI Insights 21:11 - Matching AI and Human Interactions 22:53 - Use Cases: Achieving High Customer Satisfaction with AI 26:50 - The Future of Customer Service: A Celebration of Change 28:56 - Closing Thoughts and Audience Engagement Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

In 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 "Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan" Marilyn is the President of Suttle Enterprises, a personal and professional growth training firm that works with multi-cultural organizations. Marilyn's programs have a strong focus on developing communication skills and implementing wellbeing practices to handle even the most difficult clients and colleagues. Her highly engaging programs, coaching, and consulting services are sought after by professionals across various industries, from Fortune 500 companies to startups. Marilyn's extensive experience with online community management and social media has also helped brands engage deeply with their target audience, fostering strong and enduring customer loyalty. As a speaker, Marilyn is known for delivering high-content, humorous presentations that engage and inspire action long after her programs end. Relevant Links Facebook: @marilynsuttle and @suttleshift LinkedIn: http://www.linkedin.com/in/marilynsuttle The Top 3 Key Learnings Empathy First: Start with understanding and validating the customer's or employee's emotions. Simple phrases like "You're right" can disarm tension and build trust. Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence. Resilience Through Leadership: Leaders should prioritize their own well-being and model healthy work-life boundaries, fostering a culture of care and productivity. Chapters 00:00 Introduction and Welcome 00:33 Meet Marilyn Suttle 03:09 Core Values and Passion 05:27 Handling Difficult Customers 09:29 Leadership and Employee Support 15:27 Resilience and Well-being 17:40 Personal Practices for Success 20:37 Setting Boundaries with Customers 25:34 Future of Customer Experience 27:14 Final Thoughts and Contact Information Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

Marbue Brown defines customer obsession versus customer focus. He explains you start with the customer and work backwards. He contrasts companies that work backwards from product or profits. He draws on Amazon practices where the question, "what is the competition doing?" rarely comes up. He outlines five levels on the customer obsession continuum: customer indifferent, aware, focused, centric, and obsessed.  He gives cultural examples like hashtag thank you Thursday used by leaders to recognize employees and reinforce customer priorities across the organization. Marbue explains tools to measure and act on customer obsession. He describes the customer obsession barometer built with Dr. John Hughes. It scores nine practices from his book Blueprint for Customer Obsession. The barometer separates top tier companies and identifies "obsessed customers" who recommend and repurchase. He gives Chase as a success story. Chase links employee obsession with customer results through listening, rapid actioning of feedback, branch visits, and recognition.  About Marbue Brown Marbue Brown is founder of The Customer Obsession Advantage, a firm dedicated to helping companies achieve transcendent business results through Customer Obsession. He is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually triggered to system to a primarily automated system triggered by machine learning and statistical models. The Andon Cord is one of Amazon.com's most significant mechanisms it uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process. He co-authored seminal articles about customer experience measurements that are widely cited in industry. He is a sought after speaker and published author on customer experience, business strategy and economic policy. Relevant links:  www.customerobsession.net Chapters:  0:00 - Intro 0:35 - Career Highlights and Key Achievements 4:13 - Winning in Customer-Centric Roles 9:13 - Understanding Customer Obsession 11:42 - Customer Obsession Continuum Explained 16:45 - Measuring Customer Obsession with Barometer 22:11 - Success Story: Chase's Customer and Employee Focus 32:53 - Key Takeaways on Customer Policies 35:12 - Conclusion and Farewell   Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/    

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 with some of the world's top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria's Secret, and Toyota. He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup. Relevant Links https://www.linkedin.com/in/gregkihlstrom https://www.instagram.com/theagilebrand https://www.gregkihlstrom.com Episode Summary - The Top 3 Key Learnings Four Pillars of Transformation: Effective digital transformation hinges on integrating people, processes, platforms, and data. While technology matters, success ultimately depends on how well organizations address human and procedural challenges. Agile for Transformation: Agile methodologies can look different for every organization. Focus on principles like collaboration, adaptability, and delivering business value, rather than rigidly adhering to predefined methods. Return on Experience: Investing in customer and employee experiences yields measurable benefits, such as increased customer loyalty, higher lifetime value, and improved organizational efficiency. Chapters 00:00 Introduction and Guest Welcome 00:33 Greg Kihlström's Background and Career 01:55 Values Driving Professional Life 02:54 Digital Transformation Challenges 05:11 Measuring Return on Experience 09:23 Implementing Agile Methodologies 14:10 Practical Tips for Digital Transformation 16:47 AI in Digital Transformation 22:14 Future of Customer Experience 24:23 Conclusion and Final Thoughts Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Podcast webpage: https://www.cxgaolkeeper.com/podcast

Sebastian 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 try low-risk services first then adopt more. About Sebastian Graf Sebastian Graf describes himself as an engineer by profession, but an educator at heart. In his work as an engineer, he is driven by the belief that technology should lift everyone, enabling people to live extraordinary lives in extraordinary ways. He acknowledges that this is challenging in a world where many technologies are built with incentives that divide society, exploit the environment, and widen wealth inequality. Sebastian is committed to reversing these incentives. His mission is to empower imagination and drive the creation of a positive social, environmental, and technological future that he believes is entirely within reach. Sebastian's linkedin: https://www.linkedin.com/in/sebastiangraf1/ Chapters: 0:00 - Intro 0:35 - Business Transformation Pitch Overview 1:09 - Sebastian Graf's Background and Expertise 2:39 - Sebastian's Mission with AI Native Companies 4:37 - Defining AI Native Companies 8:33 - Four Pillars of AI Native Companies 18:35 - Anthropic's Vending Machine Experiment 22:24 - Engineering Resilience in AI Native Companies 26:31 - Building Trust in AI Native Operations 30:47 - Quickfire Round and Closing Thoughts 34:45 - Key Takeaways and Final Reflections Resources:   Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/     Mostra meno  

This 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 and maintenance.   Summary:  Fabian Ringwald is the CIO of a Swiss health insurance company. He says they have the most satisfied customers in the industry. He is also a board member at lead 26 and helps shape conference content and speaker selection. Outside work he runs ultra trails. He runs over 100 kilometers and gains more than 6,000 meters of altitude. These runs can take more than 20 hours and include day and night. Night is more challenging. The long runs teach self-leadership and a clear view of personal limits. Fabian argues that every leader has limits. He says hiding limits wastes energy because close colleagues already see them. He encourages leaders to share limits openly with their teams. Open discussion builds self-reflection and helps form a high performance team. Teams can then help fill leadership gaps. He highlights psychological safety as the key trait that separates good leaders from great leaders. He recommends starting small when opening up. Share a minor limitation first, set an example, and scale openness gradually over time. Fabian says AI is not the solution for everything. He explains generative AI is a statistical tool and is not suited for fully deterministic tasks. He sees strong potential in areas like detecting anomalies on MRI or CT images, but he warns against using generative AI for direct medical advice. His company follows a smart fast follower strategy: experiment early with startups, then adopt enterprise-ready solutions rather than build long-lived custom systems. To keep agility, get top-down alignment with the board and enable bottom-up experiments with LLMs or ChatGPT for hands-on learning.   About Fabian Ringwald: CIO of SWICA - the leading Swiss health insurer with the most happy customers Prior: digital transformation in several different industries from freight railway (SBB Cargo), energy trading (BKW), consulting (Logica) to inustrial manufacturing (Siemens) and Ravensburger, the well known jigsaw puzzle company. Chapters: 0:00 - Intro 0:35 - CIO's Role in Health Insurance 1:12 - Leadership Lessons from Ultra Running 3:06 - Identifying Leadership Limits 4:21 - Creating Psychological Safety in Teams 5:37 - Taking Small Steps Towards Openness 7:40 - Insights from Conference Speakers 9:13 - Evaluating AI Applications in Leadership Resources  Fabian Rinwald Linkedin: https://www.linkedin.com/in/fabianringwald/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host:  Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  

Live 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. Stefan spoke about risk and crisis. He said if you do not take any risk you do not get forward. He advised to push to the limit but not until it starts bleeding. Over years climbers develop knowledge to find that balance.    About Stefan Siegrist: Professional Alpinist, Climber, Public Speaker. Stephan loves the mountains and he loves sharing the adventure    Resources   his webpage: https://stephan-siegrist.ch/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

Hear 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 of "Brand Intervention" and "Rich Brand Poor Brand," Grant Cardone has praised him as "a branding genius" and "brilliant with branding" by Shark Tank's Daymond John. Resources  Rising above the noise : https://www.risingabovethenoise.com Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

This 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 is the guiding principle of his entrepreneurial activities. BSI Software is a market leader in its key industries, combining deep industry knowledge with technological excellence. Resources  BSI Software: https://www.bsi-software.com/en Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

Learn 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 managed over 1.000 episodes in over 35 podcasts with about 8 million downloads and streams for clients such as Telekom, Fujitsu, Playboy, Starbucks, Datev, GAD, Microsoft, and many more. He is also a strategy consultant for digital media, a keynote speaker. He is passionate about the impact of sound, immersive and augmented audio, voice user interface, privacy, security, OSINT, MarTech, AdTech, meditation, and cooking. Resources Klangstelle: https://www.linkedin.com/in/alexanderwunschel/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

Leonard 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), and DigitalSchoolStory (Brand Ambassador). Additionally, he is the initiator and curator of FUTUROMUNDO EDU, the International Future Festival of Learning. Leo is the author of the professional book "Wenn Schule auf Ideen bringt – 100 Kreative denken Lernen neu" (Vahlen Verlag, Munich). He is regularly invited as a keynote speaker and workshop facilitator on the topics of creativity in education and future-oriented learning. He has spoken or led workshops at various training programs, events, and global institutions. Resources FUTUROMUNDO : https://www.linkedin.com/in/leonardsommer/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

This 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. - Helping organizations build customer-centric cultures that drive loyalty and growth. - Gallup-certified strengths coach, aligning authentic strengths with CX strategies. Resources  Koyopo: https://www.linkedin.com/in/chawlarajat/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation

In 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, which revolutionized the automotive customer experience during the COVID-19 pandemic. Throughout the conversation, Hussein emphasizes the role of data, personalization, and empathy in creating exceptional customer experiences. About Hussein M. Dajani Hussein M. Dajani is a transformative marketing, customer experience and AI leader redefining what it means to lead responsibly in the age of disruption. With 24+ years across industries and geographies, he fuses visionary thinking with operational rigor to build brands that grow, teams that scale, and strategies that deliver. Hussein is not just adapting to change — he's driving it. A rare blend of CMO/CXO/CDO/CAIO mindset and CEO impact, he turns customer obsession into competitive advantage and emerging tech, especially AI, into measurable value. Whether leading digital revolutions or orchestrating brand relaunches, Hussein's influence is felt across boardrooms, global stages, and the future of marketing itself. Resources  Petromin Corporation : https://www.linkedin.com/in/hdajani/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

This 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 book, The Heart of Service: A Blueprint for Human-Centric AI in Customer Service, uses a fictional parable to show what happens when a CX leader stops chasing hype and starts asking the right questions. Nick brings practical experience from years of helping contact centers implement modern solutions—from AI and automation to agent enablement and post-go-live support. His work is grounded in one belief: technology should serve people, not the other way around. Resources  VDS: https://www.govds.com Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

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 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 found significant financial benefits with more profitable sales and lower expenses using the CX discipline. Using customer-centric business strategies, Patty created customer centric cultures, advised organizations to adopt CX, and analyzed CX best practices. Patty started her career listening to the voice of the employee, learning more about the customer elevating customer experiences. Patty serves as a senior customer experience manager at Upwork. Patty was a principal analyst – CX for eMarketer/Insider Intelligence and a patient experience consultant for Moffitt Cancer Center. She was a consultant for several years working with both small and enterprise organizations. Patty worked in retail for 27 years. She was a VP/GM for Neiman Marcus, Marshall Fields, and Lord & Taylor. Patty is a CCXP, CX-PRO and was named a CX Influencer by CX Network in 2024 and CX Scoop in 2023. She is an active member of the CXPA where she led the writing of the Book of Knowledge, launched the FL CXPA network, serves as a leader on the FL network and the Regional Council. Patty is a member of Horizon CX Board of Advisors. Resources  Upwork: https://www.upwork.com/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

Ben 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 and technology businesses. He has led award-winning CX teams and is the author of 3 books on the subject of CX, including "The CX Dictionary". He is consistently ranked in the top #25 CX Influencers recognised by CX Magazine year on year. Ben presents keynotes, CX knowledge sessions and hosts events for companies worldwide. He lives in the Midlands, UK with his family and is a passionate musician, Level 3 Personal Fitness Trainer, Tottenham Hotspur fan and whisky enthusiast. Resources CX Alive!: https://www.linkedin.com/company/cx-alive/ Please, hit the follow button:  Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast "Customer Experience Goals" - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

In 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 on brand love, and the winner of the Stetik Group Brand Relationship Award, for research with the greatest impact on marketing practice. His popular book, The Things We Love, has been named by Amazon as a "best business book." A Stanford University study ranked him in the top 2% of all scientists worldwide. He has been on the Oprah Winfrey Show and consulted for Google, Amazon, L'Oréal, Samsung, Maybelline, Procter & Gamble, Audi, General Motors, Microsoft, Ford, GfK Market Research, and others. Resources  University of Michigan-Dearborn: https://www.BrandLoveCentral.com Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast "Customer Experience Goals" - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

Melissa 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 to deliver sensational service through sales, standards and CX through her practical workshops. She lectures students at apprenticeship and undergraduate level in modules including contemporary retail issues, sales fundamentals and retail merchandising. As host of the award-winning Retail Tea Break podcast, Melissa brings together retailers, brands and global industry experts. Her aim is to decode myths, share knowledge and give her audience an insight into the retail industry. Covering topics including the latest retail trends, ecommerce, loyalty, physical stores, technology and AI, the podcast can be found on all major podcast platforms. Resources  The Retail Tea Break: https://linktr.ee/theretailadvisor Please, hit the follow button:  Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We'd love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast "Customer Experience Goals" - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/