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PODCAST

Business Transformation Pitch with The CX Goalkeeper

Gregorio Uglioni

Digital & Business Transformation | Customer Experience | Leadership | Innovation This podcast goes beyond theory. It brings you real-world experiences from best-in-class experts who explore the intersection of people, technology, and measurable business results. Hosted by Gregorio Uglioni—global transformation leader, keynote speaker, and recognized authority in Customer Experience (CX)—each episode features insightful conversations with top executives, innovators, and changemakers. Discover how

business management

All Episodes

22:31

Energizing Teams, Delighting Customers: Stacy Sherman...

Business Transformation Pitch with The CX Goalkeeper ·

2024/03/11

I am honored to feature Stacy Sherman, a renowned expert in customer experience and leadership. Stacy shares her invaluable insights into transforming customer interactions, humanizing business processes, and leading with integrity and compassion. This episode is a goldmine for professionals in CX, digital, customer service, and senior management, offering actionable strategies to elevate your career and business.Connect with Stacy on LinkedIn: https://www.linkedin.com/in/stacysherman/Stacy's

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20:00

Putting Customers First: Gabriela Ciupitu's Secrets...

Business Transformation Pitch with The CX Goalkeeper ·

2024/03/04

Dive into the transformative world of customer experience with Gabriela Ciupitu on the CX Goalkeeper Podcast. This episode, brimming with actionable insights and strategies, offers a deep dive into CX innovation in Romania and the power of community in elevating CX practices. Whether you're a seasoned professional or new to the field, Gabriela's expertise will guide you through the complexities of CX, offering fresh perspectives and inspiration.contact Gabriela on LinkedIn:

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28:28

Simplification at the Core: Lou Carbone on Refining...

Business Transformation Pitch with The CX Goalkeeper ·

2024/02/26

Step into the future of customer experience with our latest CX Goalkeeper Podcast episode, where we delve into transformative strategies for enhancing customer engagement. This episode features a riveting conversation with a renowned expert in the field, sharing invaluable insights on leveraging technology, emotional intelligence, and innovative practices to elevate customer interactions and business outcomes.Discover actionable advice, forward-thinking ideas, and practical tips that will empower

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29:10

Beyond Automation: Human-Centric AI for Superior...

Business Transformation Pitch with The CX Goalkeeper ·

2024/02/19

Unlock transformative insights in customer experience with our latest CX Goalkeeper Podcast episode featuring Manu Dwievedi. Dive deep into the strategies that are reshaping the AI landscape, offering listeners actionable advice and cutting-edge trends. This episode is a great episode to listen to for professionals aiming to elevate their CX game. Get ready to be inspired and empowered to make a significant impact in your field.Manu Dwievedi deep dives into the realm of artificial intelligence (AI)

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33:58

The Art of Customer Experience Design with Beppe De...

Business Transformation Pitch with The CX Goalkeeper ·

2024/02/12

Transform Your Approach to Customer Experience with insights from the forefront of design thinking and innovation in this must-listen episode of the CX Goalkeeper Podcast. Host Gregorio Uglioni welcomes Beppe De Vincenti, a visionary in customer experience and human-centered design, to share his expertise and insights that are transforming the CX landscape.In a world where customer expectations are constantly evolving, Beppe De Vincenti provides a roadmap to staying ahead through innovative CX

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21:33

Strategy for Sustainable Growth with Monika Schulze

Business Transformation Pitch with The CX Goalkeeper ·

2024/02/05

Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures. Monika Schulze, a luminary in strategic marketing, shares her unparalleled insights on navigating the digital age with a customer-centric approach. Don't miss this masterclass in leveraging challenges for growth, understanding the evolving role of CMOs, and

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28:27

Maximizing Business Output Across Customer-Facing...

Business Transformation Pitch with The CX Goalkeeper ·

2024/01/29

In this game-changing episode of the CX Goalkeeper Podcast, join us as we explore the dynamic intersection of AI and Customer Experience with industry expert, Ashish Santhalia. Discover how AI is not just enhancing but revolutionizing the way businesses interact with their customers. Ashish dives deep into the impact of AI-driven tools on agent performance, customer satisfaction, and the overall CX landscape.Learn about the transformative power of data-driven insights, the future trends in AI and

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23:41

Crafting Clarity: Alyona Medelyan on the Journey of...

Business Transformation Pitch with The CX Goalkeeper ·

2024/01/22

🚀 Welcome to a groundbreaking episode of the CX Goalkeeper Podcast! Today, we're joined by Alyona Medelyan, CEO of Thematic, who shares her expert insights on how AI is transforming customer experience.🔍 In this episode, Alyona delves into:AI's Role in Customer Feedback Analysis: Discover how AI can sift through customer feedback to provide actionable insights.The Essence of Net Promoter Score: Unravel the importance of NPS in gauging customer loyalty and satisfaction.Creating Custom Taxonomies:

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30:53

Charting the Future: Discussing AI, Culture, and...

Business Transformation Pitch with The CX Goalkeeper ·

2024/01/14

Join us on the CX Goalkeeper Podcast for a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of customer support

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19:54

The Experiences of a Customer Experience Legend with...

Business Transformation Pitch with The CX Goalkeeper ·

2024/01/07

Welcome to another riveting episode of the CX Goalkeeper Podcast, where we delve into the art and science of customer experience (CX). In this episode, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX.About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and unique perspectives to our podcast. This episode is a deep dive into the critical

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19:29

Reflecting on 2023 and Excelling in 2024 - A year of...

Business Transformation Pitch with The CX Goalkeeper ·

2024/01/01

Welcome to the CX Goalkeeper Podcast's special episode: Reflections & Predictions with CXPA Switzerland's Experts!In This Episode:Expert Insights: The board of the CXPA Switzerland: Michael Grund, Barbara Van Duin, Yukka Hekanaho, Anne-Laure Vaudan, and Beppe De Vincenti share their unique perspectives.2023 in Review: A look back at AI integration, human-centered design, and business strategy alignment in CX.Predictions for 2024: Our panel discusses their hopes and predictions, focusing on

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18:46

Reflecting on 2023 and Crafting More Human-Centric...

Business Transformation Pitch with The CX Goalkeeper ·

2023/12/25

Dive into the world of Customer Experience Community with the CX Goalkeeper Podcast's Holiday Season special! Host Gregorio Uglioni brings together a panel of CX All-Stars to reflect on the impactful trends of 2023 and forecast the exciting developments awaiting us in 2024.Featured Guests: Rob Dwyer, Dennis Wakabayashi, Claire Boscq, Paul Banks, Stacy Sherman, Rick Denton, and Nate Brown I asked 2 questions to every guest:Reflection on 2023Preparing for 2024’s challengesWhether you’re a CX

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29:59

Harnessing Artificial Intelligence: Balancing...

Business Transformation Pitch with The CX Goalkeeper ·

2023/12/18

Welcome to a groundbreaking episode of the CX Goalkeeper Podcast, where we dive deep into the world of AI and its impact on customer experience and leadership. In this episode, our host Gregorio Uglioni is joined by Paul Banks, an expert in AI and the Founder and Managing Director of Javelin content management. Get ready to explore the fascinating intersection of technology and humanity, and how it's reshaping the business landscape.About This Episode: Are you ready to unlock the secrets of

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32:12

Uplifting Eastern Bank: Human Centred Transformation...

Business Transformation Pitch with The CX Goalkeeper ·

2023/12/11

Ee delve into the realm of customer experience with Rich Dorfman, a seasoned CX professional from Eastern Bank. Discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization.Key Highlights:Rich Dorfman's journey and role in transforming customer experience at Eastern Bank.The evolution of customer expectations

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21:46

Unifying and Boosting CX in B2B Enterprises with...

Business Transformation Pitch with The CX Goalkeeper ·

2023/12/04

In this enlightening episode of the CX Goalkeeper Podcast, we have the privilege of hosting Zarina Pasalic, a visionary leader in the realm of digital customer experience. With over two decades in the IT and telecommunications industry, Zarina brings a wealth of knowledge and insights that are indispensable for anyone looking to make strides in customer experience and digital transformation in B2B enterprises.What You'll Learn:The evolving landscape of digital customer experience in B2B and its

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33:27

Leading with Data and Harnessing AI with Jim Iyoob

Business Transformation Pitch with The CX Goalkeeper ·

2023/11/27

Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey from a call center

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32:53

Distilling the essence of the CX World Games with...

Business Transformation Pitch with The CX Goalkeeper ·

2023/11/20

Welcome to another engaging episode of the CX Goalkeeper Podcast! Today, we’re thrilled to present "Distilling the Essence of CX: The CX World Games with Chris Brooks." Dive deep into the world of Customer Experience (CX) with our esteemed guest, Chris Brooks, a renowned CX consultant and the visionary behind the CX World Games.About Chris Brooks:Chris Brooks stands at the forefront of CX innovation. With a career spanning several years, he's a thought leader who believes in practical solutions over

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21:55

Revolutionizing the Transformation Approach with Tim...

Business Transformation Pitch with The CX Goalkeeper ·

2023/11/13

We sit down with Tim Sherwood from Avaya, a trailblazer in the field of customer experience (CX) and digital transformation. Join us as we explore the depths of leadership and the strategies that are reshaping the world of CX today.This conversation is filled with nuggets of wisdom that will challenge you to rethink your approach to business and leadership.In This Episode, You Will Learn:How to establish and nurture impactful connections within your professional and personal life.Strategies to lead

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34:53

Pioneering CX Leadership: Karl Sharicz's Journey

Business Transformation Pitch with The CX Goalkeeper ·

2023/11/06

In this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it means to be a leader in the customer-centric world of today.What You'll Learn:Insights into Karl Sharicz's transformative CX careerThe essence of servant

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35:16

Never Lose an Employee Again with Joey Coleman

Business Transformation Pitch with The CX Goalkeeper ·

2023/10/30

Joey Coleman, author of "Never Lose an Employee Again," joins us to delve into the critical elements of employee retention and the role leadership plays in it. As Joey says, "There's always an opportunity to treat humans as humans," and he gives actionable advice on how to do that. HighlightsThe significance of the 'First 100 Days' in an employee's journey"When we understand what another person is going through, it makes connection easier and bonds stronger." - Joey ColemanHow a culture of empathy

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