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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

26:31

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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27:34

Machine Customer with James Dodkins

Business Transformation Pitch with The CX Goalkeeper ·

2023/01/16

The CX Goalkeeper had the great opportunity to interview James DodkinsLinkedIn Headline: Customer Experience Rockstar 🤘 | CX Evangelist @ PEGA 🦄 | International Keynote Speaker 🌍 |Highlights:00:00 Game Start00:38 James' introduction01:54 James' values02:58 Customer Machine04:17 Best Practices06:13 A time question13:12 Four main type of customer company interactions15:35 Empathy among machines?17:12 How to prepare for the future20:31 James' preferred example for a customer machine22:08 The future

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34:18

Digital Transformation with Francesco Brenna

Business Transformation Pitch with The CX Goalkeeper ·

2023/01/09

The CX Goalkeeper had the great opportunity to interview Francesco BrennaLinkedIn Headline: Senior Partner & VP at IBM Consulting. AI & Analytics Leader EMEA. Global Leader Azure Data & AIHighlights:00:00 Game Start00:39 Francesco's Introduction02:32 Francesco's values03:56 The acceleration of digital transformation06:42 The "burning" topics08:14 A lot of talking, but... 11:03 Agility - Business Agility and not only IT agility13:31 Data, data and data16:03 The skills war19:05 The people

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33:11

A Complaint Is a Gift with Janelle Barlow

Business Transformation Pitch with The CX Goalkeeper ·

2023/01/02

The CX Goalkeeper had the great opportunity to interview Dr. Janelle BarlowLinkedIn Headline: Founder, A Complaint Is a GiftHighlights:00:00 Game Start01:18 Janelle's career highlights02:50 Janelle's values04:37 how do you define a complaint?07:24 Legitimate complaints10:30 Feedback12:41 Reducing complaints to zero. does it make sense? 15:22 Skills required to handle complaints17:30 Physical and digital complaints handling25:55 The Future of Complaints27:47 Janelle's book suggestion29:33 Janelle's

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31:12

The New Customer Experience Management with Ivo Yorgov

Business Transformation Pitch with The CX Goalkeeper ·

2022/12/26

The CX Goalkeeper had the great opportunity to interview Ivo YorgovLinkedIn Headline: Managing Director at GemSeekHighlights:00:00 Game Start01:10 Ivo's Introduction02:46 Ivo's values05:16 Ivo's book: The New Customer Experience Management09:22 Proactive and personalized framework philosophy14:09 Co-creation16:35 Examples of great CX21:29 ideal profile of a productive company.23:46 The future of CX25:55 Book Suggestion27:19 Ivo's Golden Nuggetand much more on

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37:44

Customers know that you suck with Debbie Levitt

Business Transformation Pitch with The CX Goalkeeper ·

2022/12/19

The CX Goalkeeper had the great opportunity to interview Debbie LevittLinkedIn Headline: The Mary Poppins of CX/UX. ☂️ I fly in, find & solve problems, transform companies & teams, and sing a few songs. Strategically combining customer-centricity with Agile & Lean.Highlights:00:00 Game Start01:49 Debbie's introduction03:09 Debbie's value05:09 CX is the table06:49 What makes companies customer centric. And how do you define customer periphery?09:14 Customer obsessed. what does it really

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36:30

Hospitality with Alec Dalton

Business Transformation Pitch with The CX Goalkeeper ·

2022/12/12

CX Goalkeeper had the great opportunity to interview Alec DaltonLinkedIn Headline: At Your Service ... Service Operations Consultant | Best-Selling Author | "Top 20 Hospitality Executives to Watch in 2022"Highlights:00:00 Game Start00:36 Alec's Introduction03:29 Alec's Values05:08 What's the status of customer experience in hospitality?11:09 Best practices12:52 It's not rocket science15:57 Alec's best experience during his last trip19:44 Common mistakes to avoid23:25 Quality Management27:16 How will

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32:31

Brand Experience with Deirdre Martin

Business Transformation Pitch with The CX Goalkeeper ·

2022/12/05

The CX Goalkeeper had the great opportunity to interview Deirdre MartinLinkedIn Headline: Website & Marketing Strategies that actually work | Clarify your brand’s message | StoryBrand Certified Guide | Customer Experience Coach/Trainer | EQ Certified | Sales & Performance Coach| Best-Selling AuthorHighlights:00:00 Game Start00:33 Deirdre's introduction01:21 Deirdre's values03:04 Banding definition07:13 Why is branding so important?12:24 Preferred examples19:24 Where to start21:34 what was

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29:12

Human interactions have evolved… so should your...

Business Transformation Pitch with The CX Goalkeeper ·

2022/11/28

The CX Goalkeeper had the great opportunity to interview Anand JanefalkarLinkedIn Headline: Founder & CEO at UJETHighlights:00:00 Game Start00:53 Anand's intro02:23 Anand's values04:55 UJET.cx11:07 human interaction has evolved. So Should your contact centre12:44 Proactive Services16:11 The role of Cloud23:35 The Future of CX25:58 Anand's book suggestion27:17 Anand's contact details27:29 Anand's Golden Nuggetand much more on https://www.cxgoalkeeper.com/ujet#cxgoalkeeper #customerexperience

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34:07

The Experience Economy with Joe Pine

Business Transformation Pitch with The CX Goalkeeper ·

2022/11/21

The CX Goalkeeper had the great opportunity to interview Joe PineLinkedIn Headline: Speaker, management advisor, and author of such books as The Experience Economy, Infinite Possibility, Authenticity, and Mass Customization.Highlights:The progression of the economic valueMass CustomizationMeasuring memorabilitiesThe future of CXJoe's Golden Nuggetand much more on https://www.cxgoalkeeper.com/JoePine

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43:02

Customer Science with Colin Shaw

Business Transformation Pitch with The CX Goalkeeper ·

2022/11/14

The CX Goalkeeper had the great opportunity to interview Colin ShawLinkedIn Headline: Global Influencer in Customer Experience & Marketing | Financial Times Award For Leading Consultancy For Last 4 Years | Host of 'The Intuitive Customer' in Top 5% | Best-selling Author x 7 | Conference SpeakerHighlights:00:00 Game Start00:51 Colin's introduction06:19 Colin's values08:31 The customer satisfaction index09:56 No single silver bullet in customer experience11:04 Customer Science15:29 Data21:49

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34:31

The Big Miss – How Businesses overlook the value of...

Business Transformation Pitch with The CX Goalkeeper ·

2022/11/07

The CX Goalkeeper had the great opportunity to interview Zhecho DobrevLinkedIn Headline: Author | Customer Experience and Behavior Science Consultant & TrainerHighlights:00:00 Game Start00:37 Zhecho's introduction01:56 His values04:16 Where does the idea of writing such a book come from?07:39 why did you decide to write about emotions?09:51 The emotional signature16:41 Where should companies start if they need to care about emotions?18:51 Restructuring surveys to cover also emotions21:37 What

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37:13

The intersection between CX and EX with Bill Staikos

Business Transformation Pitch with The CX Goalkeeper ·

2022/10/31

The CX Goalkeeper had the great opportunity to interview Bill StaikosLinkedIn Headline: Highlights:00:00 Game Start00:33 Bill's introduction03:51 Bill's value06:15 What is the intersection between Customer Experience and Employee Experience?09:21 Why is this intersection getting more and more important?14:05 Experience design, insights & Culture16:11 How to leverage insights to improve this intersection20:37 what are the key elements on experience design?23:59 what are the most important points

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33:15

Social Selling with Tim Hughes

Business Transformation Pitch with The CX Goalkeeper ·

2022/10/24

The CX Goalkeeper had the great opportunity to interview Timothy HughesLinkedIn Headline: Should have Played Quidditch for EnglandHighlights:00:00 Game Start00:45 Timothy's introduction02:00 Timothy's values03:31 which changes have taken places over the last few months in relation to digital and customer experience?10:04 How do you define social selling in the right way?17:23 Customer Experiences from Tim's point of view20:28 How to differentiate between SPAM and social selling26:09 The future of

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