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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

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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34:13

The Magic of Disney World with Dennis Snow

Business Transformation Pitch with The CX Goalkeeper ·

2022/08/29

The CX Goalkeeper had the great opportunity to interview Dennis SnowLinkedIn Headline: Customer Service Keynote Speaker, Consultant, and AuthorHighlights:00:00 Game Start00:30 Dennis' introduction03:31 Dennis' values05:19 Disney, what are the key ingredients to be so successful in this magic world?09:30 Disney is offering a great experience But let's quite expensive...13:38 People want always to come back14:47 How is it possible that cast members are always so friendly?18:56 Onstage and

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33:45

Operational Excellence with Marianne Rutz

Business Transformation Pitch with The CX Goalkeeper ·

2022/08/22

The CX Goalkeeper had the great opportunity to interview Marianne RutzLinkedIn Headline: We're the Experts in Helping Fast-Growth SMEs Transform Their Call Centre Operations into Powerhouse Profit Centres | Podcaster | SpeakerHighlights:00:00 Game Start01:01 Marianne's Introduction03:44 Marianne's Values06:12 Operational Excellence Definition08:11 Are companies good enough?13:52 Do you have enough people?15:53 Quality Assurance19:57 Measurement24:54 The best short term measure to improve27:14 The

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27:42

Built to Win with Annette Franz

Business Transformation Pitch with The CX Goalkeeper ·

2022/08/15

The CX Goalkeeper had the great opportunity to interview Annette FranzLinkedIn Headline: Coach | Keynote Speaker | Author | Putting the "Customer" in Customer ExperienceHighlights:00:00 Game Start01:25: Annette Franz’s Introduction02:42 Annette Franz’s Values03:51 Where did the idea of the new book come from?05:25 The 10 principles in the book06:57 which principle did you enjoy writing the most?09:29 which principle is the most undervalued rated?12:53 the principle you forgot16:11 which principle

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43:42

Team, Tool, Process & Feedback - The 4 Pillars with...

Business Transformation Pitch with The CX Goalkeeper ·

2022/08/08

The CX Goalkeeper had the great opportunity to interview Adrian Brady-CesanaLinkedIn Headliner: Customer Experience Executive, Author of The Four CX Pillars & Host of The CXChronicles PodcastHighlights:00:00 Game Start00:38 Adrian’s introduction2:36: CX Chronicles05:53 Adrian’s Values11:04 The Team18:43 The tools25:12 The Processes32:32 The Feedback38:09 Adrian’s book suggestion40:03 Adrian’s contact details40:42 Adrian’s Golden Nuggetand much more on:

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37:38

The Phygital Consumer with Bruno Guimarães

Business Transformation Pitch with The CX Goalkeeper ·

2022/08/01

The CX Goalkeeper had the great opportunity to interview Bruno GuimarãesLinkedIn Headline: CX Solution Strategist Brazil | Founder - Amigos do CX | CXPA Brazil Regional Council | Ironman Triathlete | CXMStars™2022 – Top 5 CX Influencer | International CX Judge | Ana Carolina and Bento FatherHighlights:00:00 Game Start00:56 Bruno’s Introduction03:25 Bruno’s Values08:07 The phygital customer15:13 The best out of the mix: digital & physical18:30 What's your view now that we are speaking about Web

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33:58

Value for Customers with Maxie Schmidt

Business Transformation Pitch with The CX Goalkeeper ·

2022/07/25

The CX Goalkeeper had the great opportunity to interview Maxie SchmidtLinkedIn Headline: Vice President, Principal Analyst | Author | Keynote Speaker | Inspiring and Supporting Customer Experience ProfessionalsHighlights:00:00 Game Start00:39 Maxie's Introduction03:20 Maxie's Values04:30 The broader CX landscape (Value,07:28 Value for Customers12:45 Different Value perception14:37 How to measure the value created16:52 How can we maximize the value for customers?22:14 Best in class examples24:38

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25:07

Holistic Experiences with Miles C. Thomas

Business Transformation Pitch with The CX Goalkeeper ·

2022/07/18

The CX Goalkeeper had the great opportunity to interview Miles C. ThomasLinkedIn Headline: Chief Experience Officer - Creating Customer Centric Companies -Global customer service & experience leader - Contributing author CX3 - Chair of CX Judges - Top CX Influencer 2021/22Highlights:00:00 Game Start01:18 Miles' Introduction02:28 Miles' Values04:10 Holistic Experiences05:10 The Holistic Experiences Model: CX Strategy, Leadership & Culture, Customer Intelligence, Employee Empowerment &

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33:28

Who is the CX Goalkeeper? with Dennis Wakabayashi

Business Transformation Pitch with The CX Goalkeeper ·

2022/07/11

The CX Goalkeeper had the great opportunity to interview Dennis WakabayashiLinkedIn Headline: Global Voice of #CX | Connector of people and resources to transform business | Digital Marketing Instructor | Author | Industry MC and Keynote SpeakerHighlights:00:00 Game Start00:24 Dennis' introduction01:00 Dennis' values02:30 My family05:00 My passion for soccer07:30 The role of the goalkeeper10:15 The collaboration with guests & the related preparation13:10 The investment & the related reward -

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36:41

Emotional Intelligence with Sandra Thompson

Business Transformation Pitch with The CX Goalkeeper ·

2022/07/04

The CX Goalkeeper had the great opportunity to interview Sandra ThompsonLinkedIn Headline: Founder of the Ei Evolution CX & EX Consultancy| CX & EX Educator| 1st Goleman Emotional Intelligence Coach in the UK| TEDx speaker| Applied CX & EI course lead| Contributing author to PUNK XLHighlights:00:00 Game Start00:55 Sandra's Introduction02:10 CX303:25 Sandra's Values06:00 Definition of Emotional Intelligence (EI)08:35 Sandra's preferred two components of EI10:50 The most difficult

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32:51

What changed and what did not change in CX with Rick...

Business Transformation Pitch with The CX Goalkeeper ·

2022/06/27

The CX Goalkeeper had the great opportunity to interview Rick DentonLinkedIn Headline: Customer Experience Transformation | 🎤Podcast Host - CX Passport🎧 | Keynote Speaker | I believe the best meals are served outside & require a passportHighlights:00:00 Game Start00:30 Rick's introduction03:00 Rick's Values05:40 What is changing and what is not changing in CX08:25 Total Voice of Customers17:40 Your Frontline knows your customers better than you21:25 The COVID excuse24:20 The Future of CX in 10

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35:03

How to turn Your Employees into Lead Magnets and...

Business Transformation Pitch with The CX Goalkeeper ·

2022/06/20

The CX Goalkeeper had the great opportunity to interview Jill RaffLinkedIn Headline: Expert Insights Turning Employees Into Advocates and Customer Magnets Consultant, Speaker, Show Host, Author, CEO/Founder of Jill Raff Group, LLCHighlights:* 00:00 Game Start* 01:00 Jill's introduction* 05:00 Jill's values* 06:19 EX2CX definition* 8:03 the importance of employee experience* 10:15 Inside-Out Methodology* 18:03 The 3 "Es" plus one E* 23:15 Jill's Definition of Employee Experience* 25:10 What are we

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34:47

Digital Customer Service with Rick DeLisi

Business Transformation Pitch with The CX Goalkeeper ·

2022/06/13

The CX Goalkeeper had the great opportunity to interview Rick DeLisiLinkedIn Headline: Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World" and "The Effortless Experience"Highlights:00:00 Game Start00:56 Rick's Introduction02:13 The Effortless Experience & experience engineering06:40 Rick's Values08:10 The weakness of book "the effortless experience"11:40 Automation, Collaboration & Communication16:05 The importance of talking to a customer service

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33:16

The Customer Experience Landscape with Ozkan Demir

Business Transformation Pitch with The CX Goalkeeper ·

2022/06/06

The CX Goalkeeper had the great opportunity to interview Ozkan Demir.LinkedIn Headline: Chief Executive Officer - PisanoHighlights:00:00 Game Start00:50 Ozkan's Introduction02:20 Ozkan's Values04:30 His view of the CX landscape "The Total Experience"06:49 Key ingredients for such a great success story13:03 What are customers asking to Pisano?15:11 The role of the team and some insights to nurture it20:20 Coach or teammate?20:50 What we are discussing in 10 years about Customer Experience?25:33

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