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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

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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26:21

Harnessing Human-Centricity to Drive Brand Purpose...

Business Transformation Pitch with The CX Goalkeeper ·

2023/10/23

Human-centricity and transformative leadership. We're thrilled to have DeAnna Avis, a luminary in the fields of brand strategy and leadership, join us for an insightful conversation you won't want to miss.🎧 What You'll Discover 🎧The Essence of Human-Centric Brands: Why putting humans at the center of your brand is more than a trend—it's a business imperative.Leading Business Transformation: DeAnna demystifies the art and science of steering a company through change and disruption.The Role of

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36:54

Bridging the Human Gap: Navigating B2B Sales...

Business Transformation Pitch with The CX Goalkeeper ·

2023/10/16

In this episode of the CX Goalkeeper Podcast, we navigate through the labyrinth of B2B sales strategies with an emphasis on human-centric approaches. We're honored to host Jim Rembach, a seasoned expert in the field, shedding light on the crossroads of customer experience, leadership transformation, and B2B sales.🌟 What You'll LearnHuman-Centric Approach: The irreplaceable value of human interactions amidst the rising tide of AI and automation in B2B sales.Myth-Busting Technology: Unveiling the

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31:43

The Experiences of a CX Legend with Peter Pirner

Business Transformation Pitch with The CX Goalkeeper ·

2023/10/09

In this episode of the CX Goalkeeper Podcast, we are honored to host a legend in the Customer Experience (CX) domain, Peter Pirner. With an illustrious career dedicated to refining CX strategies, Peter imparts a wealth of knowledge and actionable insights for our audience.🌟 What You'll LearnPeter Pirner's Journey in CX: Dive deep into Peter’s rich journey in CX, exploring the experiences that shaped his expertise and vision.The Importance of Customer Feedback: Discover the pivotal role customer

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50:03

Mastering Total Experiences: A Blueprint for Business...

Business Transformation Pitch with The CX Goalkeeper ·

2023/10/02

In this episode of the CX Goalkeeper Podcast, we delve deep into the realms of Customer Experience (CX) and Employee Experience (EX). We're honored to host Ozkan Demir and Orcun Irfan, thought leaders from Pisano, a company revolutionizing CX and EX solutions.🌟 What You'll LearnThe Spark Matrix Report: Why it's a game-changer in the CX industry.Employee Experience (EX): Orcun Irfan's unique framework and why EX is the other side of the CX coin.Technology's Role: How tech is shaping Voice of

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31:06

Leading a Human-Centric Digital Transformation:...

Business Transformation Pitch with The CX Goalkeeper ·

2023/09/25

Welcome to this enlightening episode of the CX Goalkeeper Podcast. Today, we're thrilled to have Roy Atkinson, CEO and Principal Advisor at Clifton Butterfield LLC, join us. We delve deep into the intricacies of digital transformation, the role of culture, and the importance of leadership. This episode is a must-listen for anyone interested in Business Transformation, Leadership, and Customer Experience.Key Take-awayThe Real Essence of Digital Transformation: It's not just about technology; it's

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33:23

Recalibrating Leadership for the Infinite Game with...

Business Transformation Pitch with The CX Goalkeeper ·

2023/09/18

In this episode, we're joined by Diane Magers, a thought leader in the realms of Customer Experience and Leadership. We discuss the evolving landscape of leadership, the critical role of resilience, and the future of customer experience. Plus, don't miss Diane's "Golden Nugget" of wisdom that could be a game-changer for your organization.📣 Key Quotes"Resilience is about the ability to know yourself and know the environment." - Diane Magers"Staying human is my secret ingredient in leadership." -

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35:13

Unpacking the real Impact of Corporate Social...

Business Transformation Pitch with The CX Goalkeeper ·

2023/09/11

Deep dive into the intertwined worlds of Corporate Social Responsibility (CSR) and leadership with our esteemed guest, Bob Azman. Discover the transformative power of CSR in today's business landscape and the pivotal role leadership plays in driving these initiatives.🔍 In This Episode, You'll Learn:The essence and importance of CSR in modern businesses.Real-world examples of companies excelling in CSR.How leadership can make or break CSR initiatives.Bob Azman's personal experiences and insights on

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30:56

Generating Value: From Insights to Impact with...

Business Transformation Pitch with The CX Goalkeeper ·

2023/09/04

In this enlightening episode, we're joined by Susanna Baque, a trailblazer in the Customer Experience (CX) domain. Dive deep with us as we explore the essence of transforming customer insights into actionable strategies, the future of CX, and the undeniable link between employee well-being and customer satisfaction.Key Takeaways:Susanna's unique journey into the world of CX and the influence of personal values.The pivotal role of customer feedback in shaping CX.Strategies to dismantle organizational

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26:52

Beyond Downloads: Jennie Lewis Explores the Depth of...

Business Transformation Pitch with The CX Goalkeeper ·

2023/08/28

In this enlightening episode, we're joined by Jennie Lewis, a trailblazer in the realm of customer experience and mobile app dynamics. Dive deep with us as we explore the intricacies of mobile app measurement, leadership lessons, and the magic of team synergy.Key Takeaways:The meteoric rise of mobile apps in the business world.Strategies for measuring user engagement and retention.Leadership insights from Jenny's journey from email to mobile.The undeniable power of team dynamics and recognizing

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37:29

Breaking Barriers with Clare Muscutt: The Rise of...

Business Transformation Pitch with The CX Goalkeeper ·

2023/08/20

In this compelling episode of the CX Goalkeeper Podcast, we're joined by Clare Muscutt, the visionary founder and CEO of Women in CX (WiCX). Delve into the intricacies of modern Customer Experience (CX) as Clare shares her profound insights on the rapid evolution of the industry. From the transformative power of data analytics and machine learning to the challenges and opportunities they present, Clare emphasizes the need for professionals to adapt and innovate.Clare, with her rich experience and

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32:55

Decoding Human-Centered Design: Your Pathway to...

Business Transformation Pitch with The CX Goalkeeper ·

2023/08/14

In the latest episode of the CX Goalkeeper Podcast, our host Gregorio Uglioni had an insightful discussion with Stefan Leuthold, a renowned expert in the field of human-centered design. Stefan, who hails from Stimmt, a Swiss consulting company specializing in customer experience, shared his wealth of knowledge and experience spanning over two decades.Today's Top Player: Stefan LeutholdStefan Leuthold is a man of many hats - a father, husband, entrepreneur, consultant, and a scholar with a master's

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37:56

Revolutionizing Customer Experience with AI with...

Business Transformation Pitch with The CX Goalkeeper ·

2023/08/07

In this enlightening episode of the CX Goalkeeper Podcast, we dive into the transformative power of technology in enhancing customer experience. Our special guest, Federico Cesconi, co-author of Sandsiv+, shares his insights on how artificial intelligence (AI) and machine learning are revolutionizing the customer experience landscape.Federico, CEO of Sandsiv, takes us through his journey of creating a universal framework for Customer Experience Management. He emphasizes the importance of doing what

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31:43

Mastering Digital Transformation with Marcus Köhnlein

Business Transformation Pitch with The CX Goalkeeper ·

2023/07/31

In the recent episode of the CX Goalkeeper Podcast, Gregorio Uglioni engaged in an insightful discussion with Marcus Köhnlein, a seasoned expert in digital transformation and customer experience. The conversation traversed the landscape of digital transformation, its profound impact on customer experience, and the leadership required to steer these initiatives.Marcus is a seasoned expert and thought leader in the realm of digital transformation. With a wealth of experience and a robust portfolio of

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