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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

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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30:56

OKR: Objectives and Key Results with Carsten Ley

Business Transformation Pitch with The CX Goalkeeper ·

2022/10/17

The CX Goalkeeper had the great opportunity to interview Carsten LeyLinkedIn Headline: OKR | Project | Agile & Experience Consultant | Keynote Speaker for Engagement & Getting things doneHighlights:00: Game Start00:29 Carsten's Introduction01:28 Carsten's Values01:59 OKR Definition04:27 from KPIs to OKRs11:15 Starting with OKRs14:31 ORK with an A at the end "Actions"17:49 How is it possible to steer, measure and ensure that the results get really achieved?21:08 The right culture23:25 OKR in

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31:33

Be Your Team's Hero with Adam Toporek

Business Transformation Pitch with The CX Goalkeeper ·

2022/10/10

The CX Goalkeeper had the great opportunity to interview Adam ToporekLinkedIn Headline: Helping organizations win with experience! ► Customer Service Expert ✪ Keynote Speaker ✪ Trainer ✪ Strategic Advisor Highlights:00:00 Game Start00:50 Adam's introduction03:09 Which values drive you in life?04:24 it's never too late to win with CX07:35 how do you define defense and attack in customer service?09:38 how is it possible to prevent hassle for customers?14:02 employee empowerment19:08 3S Process and the

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32:52

Journey to Centricity with Ilenia Vidili

Business Transformation Pitch with The CX Goalkeeper ·

2022/10/03

The CX Goalkeeper had the great opportunity to interview Ilenia VidiliLinkedIn Headline: Customer Centricity Advisor | Author of Journey to Centricity | Keynote SpeakerHighlights:00:00 Game Start00:32 Ilenia's Introduction02:27 Ilenia's Values04:22 Where does the idea from your book come from? 07:15 The balance between maximizing profit and humanizing business11:51 Purpose & how can companies reshape their purpose to pursue customer centricity17:41 Empathy22:11 Is it possible to train

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28:55

Diversity and Inclusion in Customer Experience with...

Business Transformation Pitch with The CX Goalkeeper ·

2022/09/26

The CX Goalkeeper had the great opportunity to interview Rebecca BrownLinkedIn Headline: Award-Winning Customer Experience Consultant | Anti-bullying Advocate | Keynote Speaker | Feature Writer |Highlights:00:00 Game Start00:32 Rebecca's introduction03:10 Rebecca's values04:21 What's your understanding of diversity and inclusion in customer experience?06:13 Are people only speaking about it, or are also applying the lesson that we can learn from diversity and inclusion?09:02 What is the value added

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26:07

The CX Centric Maturity Assessment with Jonathan Daniels

Business Transformation Pitch with The CX Goalkeeper ·

2022/09/19

The CX Goalkeeper had the great opportunity to interview Jonathan DanielsLinkedIn Headline: Leading Customer Centric Transformations.Highlights:00:00 Game Start00:36 Jonathan's introduction03:14 Jonathan's value04:45 Where did where did the idea of a CX Centric Maturity Assessment come from?08:34 How is it structured?11:26 why it's important to understand where we are (the as-is situation)?16:51 Is it possible to excel in some of these 8 categories? Or is it better to improve all at the same

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35:33

5 Steps On How To Set Up Your CX Business Unit with...

Business Transformation Pitch with The CX Goalkeeper ·

2022/09/12

The CX Goalkeeper had the great opportunity to interview Mandisa MakubaloLinkedIn Headline: Founder & Principal Practitioner at Unlimited Experiences SAHighlights:00:00 Game Start00:46 Mandisa's introduction01:48 Mandisa's value02:55 The idea of the article "5 Steps On How To Set Up Your CX Business Unit"05:59 Overview of the article "5 Steps On How To Set Up Your CX Business Unit"07:17 The 4 tips10:51 The meaning of Design for Value14:38 The 5 steps described in "5 Steps On How To Set Up Your

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34:25

Continuous Education in Customer Experience with...

Business Transformation Pitch with The CX Goalkeeper ·

2022/09/05

The CX Goalkeeper had the great opportunity to interview Ricky HarrisLinkedIn Headline: Chartered Institute of Customer Management, Call Centre, Customer Services Master classesHighlights:00:00 Game Start00:32 Ricky's introduction03:34 Ricky's values05:26 The CX landscape in South Africa7:36 What can we learn from South Africa12:49 The role of the Chartered Institute of customer management19:19 Continuous Education & the most requested skills21:36 The future question (CX in 10 years)26:29

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