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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

34:22

Transforming BPO: Adapting to New Markets and...

Business Transformation Pitch with The CX Goalkeeper ·

2023/06/05

The CX Goalkeeper had the great opportunity to interview Neal TopfLinkedIn Headline: Customer Experience | Contact Center / Customer Care | PodcastHighlights:00:00 Game Start00:49 Neal’s introduction02:00 Neal’s values04:23 Operations Transformation09:44 cohesive and high performing teams12:19 Speed, satisfaction and resolution15:34 Prioritising CX17:47 Innovation21:03 Continuous Improvement22:23 Leadership learnings28:49 The Future30:51 Book Suggestion31:41 Contact Details32:49 Golden Nuggetand

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38:19

Unleashing Creativity and Innovation: Exploring the...

Business Transformation Pitch with The CX Goalkeeper ·

2023/05/29

The CX Goalkeeper had the great opportunity to interview Sirte PihlajaLinkedIn Headline: CEO I CCXP I Trained LEGO® Serious Play® Facilitator I Global #1 BestSelling Author I Global Top 150 CX Expert I International Keynote I Board Member I CXPA Finland Lead I Championing CX in Caribbean, Europe & SE AsiaHighlights:00:00 Game Start00:38 Sirte's Introduction05:02 Sirte's Values09:19 Lego Serious Play LSP14:42 Flow16:00 The power of playing in Business18:11 Where to use it 21:34 Experiencing Lego

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30:11

Driving Business Success: The Importance of Employee...

Business Transformation Pitch with The CX Goalkeeper ·

2023/05/22

The CX Goalkeeper had the great opportunity to interview Neha DuttaLinkedIn Headline: Award Winning Transformation Executive I Digital Client Success I Customer Experience I CHIEF MemberHighlights:00:00 Game Start00:35 Neha's Introduction02:09 Neha's Values04:19 Employee Experience05:49 Key Components09:18 Employee enablement11:47 Keeping employees engaged15:40 Best Practices18:20 Generations Integration20:52 Artificial Intelligence for employees24:42 The Future26.05 Book Suggestion28:01 Contact

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36:02

Cracking the Code to B2B Customer Experience with...

Business Transformation Pitch with The CX Goalkeeper ·

2023/05/15

The CX Goalkeeper had the great opportunity to interview Shaun McAndrewLinkedIn Headline: Highlights:00:00 Game Start00:34 Shaun's Introduction02:50 Shaun's Value03:51 B2B satisfaction shocking satisfaction scores06:49 Customer Centricity in B2B09:04 Service Design12:44 Customer Needs16:11 Streamlining Processes20:05 Enhancing Service Quality22:38 Creating an offering journey24:46 Best Practices26:43 Breaking Silos29:45 Learnings31:36 The Future32:49 Book Suggestion33:57 Contact Details34:15 Golden

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39:49

Discussing Empathy in Action with Dr. Natalie Petouhoff

Business Transformation Pitch with The CX Goalkeeper ·

2023/05/08

The CX Goalkeeper had the great opportunity to interview Dr. Natalie Petouhoff LinkedIn Headline: WSJ Best Selling Author, Speaker, Board Member, Expert In Residence, Strategist in AI, CX and EXHighlights:00:00 Game Start00:58 Natalie's introduction and values04:17 Definition of Empathy08:28 Empathy in Action equation14:07 5th Industrial Revolution18:26 Customers and Employees are not on the balance sheet21:27 Applying Empathy In Action23:52 Getting a Common Understanding29:08 Where to start31:20

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24:53

The Rise Of The Frontline Worker with Cristian...

Business Transformation Pitch with The CX Goalkeeper ·

2023/05/01

The CX Goalkeeper had the great opportunity to interview Cristian GrossmannLinkedIn Headline: CEO at Beekeeper || 👷🏽‍♂️The Frontline Success System👷🏻‍♀️Highlights:00:00 Game Start00:57 Cris Grossmann's introduction01:23 Cris Grossmann's values02:21 Beekeeper03:45 The Frontline workers05:37 Their role in society 06:43 The needs of Frontline workers08:46 The hotel story12:44 Digitalization and Frontline workers14:46 An engagement tool16:58 The frontline experience20:38 The Future21:50 Book

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31:11

Mastering the Art of Customer Experience: Insights...

Business Transformation Pitch with The CX Goalkeeper ·

2023/04/24

The CX Goalkeeper had the great opportunity to interview Greg MeliaLinkedIn Headline: CEO at Customer Experience Professionals Association (CXPA)Highlights:00:00 Game Start00:38 Greg Melia's Introduction02:58 Greg Melia's Value04:18 The roots of the CXPA07:43 Focusing on the Customer and not on definitions11.02 Connecting with the outside world16:09 Purpose led companies18:26 Culture20:40 CX Day24:23 The Future of CX27:36 Contact Details29:28 Greg's Golden Nuggetand much more on

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36:12

Are You Listening To The Whole Picture? with Nick...

Business Transformation Pitch with The CX Goalkeeper ·

2023/04/17

The CX Goalkeeper had the great opportunity to interview Nick Lygo-BakerAre You Listening To The Whole Picture with Nick Lygo-Baker - E122 from Customer Experience 3 by Writing MattersLinkedIn Headline: CX Strategy and Transformation - Chief Customer Experience Officer. Fine Tuning Customer and Employee Experience to Drive Business Performance Improvement. #CXMechanicHighlights:00:00 Game Start00:40 Nick's introduction01:43 Nick's values02:34 Listening to customers05:31 Every customer is

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33:17

Unlocking the Return On Investment of Customer...

Business Transformation Pitch with The CX Goalkeeper ·

2023/04/10

Unlocking the ROI of CX - Making its Business CaseThe CX Goalkeeper had the great opportunity to interview Jessica NobleLinkedIn Headline: Transformation Strategy & Execution | Organizational Change & Org Design | Customer & Employee Experience | C-level Advisor | Author | Speaker | MBA, CCXP, PMP, MCP |Highlights:00:00 Game Start01:06 Jessica's Introduction02:57 Jessica's Values03:56 Profit Margins05:39 Return On Investment ROI06:46 How to quantify it9:36 Heroes vs. It depends11:25 Too

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39:30

Unlocking the Return On Investment of Customer...

Business Transformation Pitch with The CX Goalkeeper ·

2023/04/03

The CX Goalkeeper had the great opportunity to interview Faran NiazLinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder-CX FUTURE | Awards JUDGE | Motivation & KEYNOTE SpeakerHighlights:00:00 Game Start01:12 Faran's introduction02:15 Faran's values04:12 Return On Investment08:04 Return On Experiences09:59 Leadership Experience17:45 Measuring it25:52

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30:04

Unlocking the Return On Investment of Customer...

Business Transformation Pitch with The CX Goalkeeper ·

2023/03/27

The CX Goalkeeper had the great opportunity to interview Hrushi KulkarniLinkedIn Headline: XM Scientist | ex-CXPA Regional Council Member | CXAD (Dip) | Certified CX Practitioner | Storyteller | Speaker | Trainer | MBAHighlights:00:00 Game Start00:35 Hrushi's introduction02:23 Hrushi's values03:12 Why is ROI important?05:09 How to quantify ROI?09:30 It's not always about money12:21 Proving the importance of CX13:16 Communicating the value16:04 Collaboration19:28 How to get the "GO"24:14 The

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38:17

Harnessing Agility for Customer Experience Success...

Business Transformation Pitch with The CX Goalkeeper ·

2023/03/20

The CX Goalkeeper had the great opportunity to interview Lee HoughtonLinkedIn Headline: Empowering Senior Leaders To Improve Their Business Performance And People Engagement!! | Transitioning Change Teams From Just Surviving To Thriving | Host Of Business Problems Solved Podcast!Highlights:00:00 Game Start00:36 Lee's introduction01:29 Lee's Values04:40 Agility09:24 Leveraging Agility16:33 Learning18:01 Downside of Agility23:51 The starting point27:06 Giving the best31:23 The Future34:04 Book

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44:48

Seeking The Frictionless Organization with Bill Price...

Business Transformation Pitch with The CX Goalkeeper ·

2023/03/13

The CX Goalkeeper had the great opportunity to interview Bill Price and David JaffeBill's LinkedIn Headline: President, Driva Solutions; Co-Founder, LimeBridge; Chair, Global Operations Council; Advisor, CustomerThink.David's LinkedIn Headline: Consulting Director and Partner in Limebridge Australia Co-author of The Best Service Is No ServiceHighlights:00:00 Game Start00:25 Introductions02:34 Bill's and David's values07:00 Friction09:04 No Service The Best Service11:51 Interactions15:06 The Value

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26:31

Harnessing Agility for Customer Experience Success...

Business Transformation Pitch with The CX Goalkeeper ·

2023/03/06

The CX Goalkeeper had the great opportunity to interview Naeem ArifLinkedIn Headline: “Customer Experience” 🏆 Business strategies that deliver an amazing #CX #Retail #Hospitality #BusinessCoach #Mastermind #MWIT22 @UnitedCarpetsHighlights:00:00 Game Start00:38 Naeem's introduction04:03 Naeem's values04:44 Agility in projects06:52 Best practices10:01 Leveraging agility12:35 Downsides of agility15:19 Where to start with agility16:54 How to leverage agility21:30 Different perspectives on the same

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34:42

Harnessing Agility for CX Success with Olga...

Business Transformation Pitch with The CX Goalkeeper ·

2023/02/27

The CX Goalkeeper had the great opportunity to interview Olga PotaptsevaLinkedIn Headline: Agile CX Solutions| Top 25 CX Influencer | CX Consultant | Founder of CXpanda 🐼 | CX mentor | Best-selling author and SpeakerHighlights:00:00 Game Start00:37 Olga's introduction05:42 Olga's values07:32 Definition of agility08:43 Agility and CX11:04 Leveraging Agility16:25 Prioritizing19:38 Olga's Agile Framework20:29 First steps in agility22:22 Agility Benefits22:49 CX Panda25:10 Joining CX Panda26:10

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36:36

Orchestrating Customer Experience in Business with...

Business Transformation Pitch with The CX Goalkeeper ·

2023/02/20

The CX Goalkeeper had the great opportunity to interview Sergio RossiniLinkedIn Headline: Sales, Marketing & CX Director presso Sagres ®Highlights:00:00 Game Start00:36 Sergio's Introduction02:59 Sergio's Value04:18 The playing field of CX professionals09:08 Executive Support - HowTo!14:41 Getting Things Done on a strategic level23:06 Listening To Customers and Their Emotions31:22 The Future of CX33:53 Book Suggestion34:27 Contact Details34:41 Golden Nugget and much more on

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39:02

Orchestrating Customer Experience in Business with...

Business Transformation Pitch with The CX Goalkeeper ·

2023/02/13

The CX Goalkeeper had the great opportunity to interview Mark SlatinLinkedIn Headline: Empowering mid-size financial service leaders to turn indifferent customers into loyal fansHighlights:00:00 Game Start00:36 Mark's introduction02:47 Mark's values04:34 The global CX field07:17 The biggest challenges that CX leaders are facing09:37 Cultural Change12:50 Support from the Top Mgmt15:40 Employee Engagement19:13 Breaking Silos22:33 Meeting in a box30:28 The future of CX35:06 Book Suggestion36:06 Contact

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33:09

Approaching the Metaverse with Steven Van Belleghem -...

Business Transformation Pitch with The CX Goalkeeper ·

2023/02/06

The CX Goalkeeper had the great opportunity to interview Steven Van BelleghemLinkedIn Headline: Customer Experience Enthusiast! Global keynote speaker - bestselling author - EntrepreneurHighlights:00:00 Game Start00:45 Steven's Introduction03:23 Steven's Value05:18 What what is your definition of the metaverse?08:30 Web3 and the Metaverse13:04 Steven's experiences in the metaverse15:00 Steven's worst experience in the metaverse16:43 What are possible use cases in the metaverse in the short

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45:30

Approaching the Metaverse with Anna Noakes Schulze -...

Business Transformation Pitch with The CX Goalkeeper ·

2023/01/30

The CX Goalkeeper had the great opportunity to interview Anna Noakes SchulzeLinkedIn Headline: Head of Community Experience @TheNTWK | Keynote Speaker | Bestselling CX Author | Top CX Influencer for 2022Highlights:00:00 Game Start00:45 Anna's Introduction2:00 Anna's Value02:27 The Definition of the Metaverse05:13 Web3 and Metaverse7:59 Is the Metaverse still empty?12:10 Use Cases in the Metaverse22:26 How does CX need to adapt in the metaverse?33:32 what should companies do to move into this

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38:45

Approaching the Metaverse with Pasquale Borriello and...

Business Transformation Pitch with The CX Goalkeeper ·

2023/01/23

The CX Goalkeeper had the great opportunity to interviewPasquale BorrielloLinkedIn Headline: CEO Arkage 🚀 Nüborn + W-mind + Acquisition Team 🧠 Italian CXPA Network 🎙 Engage.it Money.it #IlBernoccoloAndrea CiuluLinkedIn Headline: 🔶Head of Creative Strategy @ ArkageHighlights:00:00 Game Start01:06 Pasquale Borriello & Andrea's Introduction and Values04:48 The definition of Metaverse07:30 What we should expect from the Metaverse14:17 The Metaverse Use Cases19:04 What to do in future in the

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