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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

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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32:52

Unleashing the Power of Experience Management with...

Business Transformation Pitch with The CX Goalkeeper ·

2023/07/24

It was an absolute pleasure to have Bruce Temkin, one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring.Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they’re

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35:37

Dialing into Innovation: Contact Center...

Business Transformation Pitch with The CX Goalkeeper ·

2023/07/17

Welcome back to another episode of the CX Goalkeeper Podcast! In this episode, we're thrilled to have Rob Dwyer, a seasoned expert in the contact center and BPO industry, join us for a deep dive into the world of customer experience.Rob shares his journey from the mortgage business to his current role, where he's making a difference in the lives of customers and employees alike. He also gives us a glimpse into his podcast, Next in Queue, and shares a memorable shopping experience that turned a

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33:06

Conquer Self-Doubt, Embrace Growth: Building a...

Business Transformation Pitch with The CX Goalkeeper ·

2023/07/10

The CX Goalkeeper had the great opportunity to interview Justin RobbinsLinkedIn Headline: Founder & Principal Analyst at Metric SherpaHighlights:00:00 Introduction00:46 Topic of energizing and motivating people in customer experience transformation01:52 Introduction of Justin Robbins02:58 Justin Robbins on his values and integrity03:57 Discussion on Justin's passion for barbecuing05:15 The gap between customer experience aspirations and delivery07:30 Coping with the gap and making an inventory

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39:58

Building Engaging Communities with Nate Brown

Business Transformation Pitch with The CX Goalkeeper ·

2023/07/03

The CX Goalkeeper had the great opportunity to interview Nate BrownLinkedIn Headline: Senior Director of CX at Arise, Co-Founder of CX AcceleratorBuilding Engaging Communities with Nate BrownHighlights:00:00 Game Start01:26 Nate's Introduction03:52 Nate's Values05:42 CX accelerator09:02 Here for real10:54 Biggest Learnings14:03 The role of communities17:31 The role of communities in relation to CX24:55 Nurturing communities29:52 Strengthening 33:38 The Future36:03 Book suggestion37:55 Golden Nugget

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30:01

Mastering Multichannel Engagement with Uku Tomikas,...

Business Transformation Pitch with The CX Goalkeeper ·

2023/06/26

The CX Goalkeeper had the great opportunity to interview Uku TomikasLinkedIn Headline: Delivering reliable and secure business messaging while fighting fraud! Hit me up and let's talk #businessmessaging #SMS #Viber #RCS #WhatsappHighlights:00:00 Game Start00:28 Uku's Introduction04:29 Uku's Value06:27 Messente's Value Prop09:20 Messaging Platforms11:27 The Messente Platform15:41 Engagement Rate21:12 Case Study24:44 CEO Key Learnings26:43 Book Suggestion27:41 Contact Details 28:53 Golden Nuggetsand

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33:29

Mastering Design Thinking: Igniting Innovation and...

Business Transformation Pitch with The CX Goalkeeper ·

2023/06/19

The CX Goalkeeper had the great opportunity to interview Michael LewrickLinkedIn Headline: Bestselling Author | Speaker | Senior Advisor | TrainerHighlights:00:00 Game Start01:16 Michael's Introduction02:19 Michael's Values03:23 His passion for design thinking05:13 Why 4 books? 08:00 Defining Design Thinking11:50 Exploiting the power of Design Thinking13:27 Leveraging Design Thinking in private life16:17 Design Thinking Toolkit18:55 Design thinking for business growth21:07 A real example23:32 Design

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38:41

Unlocking the Future of CX: A Deep Dive into Global...

Business Transformation Pitch with The CX Goalkeeper ·

2023/06/12

The CX Goalkeeper had the great opportunity to interview Melanie MingasLinkedIn Headline: Editor-in-chief, CX Network, IQPC DigitalHighlights:00:00 Game Start00:34 Melanie's introduction01:51 Melanie's Values03:01 The Evolution of CX05:57 Digital CX12:39 Data17:40 Conversational AI21:06 Automation23:30 Sustainability27:16 The Impact on CX Professionals31:29 The Future33:46 Book Suggestion35:43 Contact Details36:09 Golden Nugget and much moreMelanie's Contact

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