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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

32:52

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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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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