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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

34:13

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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36:34

Leadership with Neil Skehel - CEO & Founder Awards...

Business Transformation Pitch with The CX Goalkeeper ·

2022/05/30

The CX Goalkeeper had the great opportunity to interview Neil SkehelLinkedIn Headline: MBA, CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM, (Customer Experience Magazine). NED The Future Shaper Media Company.Highlights:0:00 Game Start1:30 Neil’s Introduction2:30 Neils’ values6:35 Key success ingredients of Awards International13:30 The definition of success16:30 The role of Neil20:16 The role of a coach in football21:00 Governance22:25 Neil’s key learnings in

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36:00

Blending Feng Shui Principles with Business &...

Business Transformation Pitch with The CX Goalkeeper ·

2022/05/23

The CX Goalkeeper had the great opportunity to interview Claire BoscqLinkedIn Headline: Turn People & Places into Prosperity using my BIZSHUI Method, blending Feng Shui Principles with Business & Personal needsHighlights:00:00 Game Start01:15 The Book BIZSHUI 9 keys to Feng Shui your Business For Success08:20 Employee Experience - the Hiring Circle16:24 Tangible examples to improve the environment21:03 The day challenge for me (and for you!)23:15 Employee Development and Training28:45 The

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25:59

Emotional Optimism & Employee Experience with Claude...

Business Transformation Pitch with The CX Goalkeeper ·

2022/05/16

The CX Goalkeeper had the great opportunity to interview Claude SilverLinkedIn Headline: Chief Heart Officer at VaynerMedia (CHRO)/Chief People Officer)Highlights:0:00 Game Start00:45 Claude's Introduction01:55 Claude's values04:09 Claude ingredients for success6:20 The Role of Human Being in Business7:43 Claude's definition of her own success10:00 Where to start with employee experience14:04 Definition of Employee experience ("you are moving the ball down the field")15:49 Scoring a goal alone it's

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30:21

Delivering WOW Through Service with Ryo Zsun from Zappos

Business Transformation Pitch with The CX Goalkeeper ·

2022/05/09

The CX Goalkeeper had the great opportunity to interview Ryo ZsunLinkedIn Headline: The Culture Maestro at Zappos | Speaker | Company Culture | Customer Experience Highlights:00:00 Game Start 01:00 Ryo's introduction02:30 Ryo's values 03:38 Why are you working for Zappos? 06:22 What motivate you and all the Zapponians to deliver WOW every day?07:40 How you wow-ed your customers? (internal example)10:08 The definition of Service Excellence11:30 Customer Service examples18:45 Why calling Zappos?20:15

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26:13

The Experiences of a CX Legend with Faran Niaz

Business Transformation Pitch with The CX Goalkeeper ·

2022/05/02

The CX Goalkeeper had the great opportunity to interview Faran NiazLinkedIn Headline:Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader 2021 | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder – CX FUTURE | Int’l CX Awards Judge | Keynote SpeakerHighlights:00:00 Introduction01:01 Which is the last experience you remember? and why?07:42 Which is the most human interaction with a company you have experienced?12:58 Which is an

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33:45

The Role of CX Professionals with Alex Mead

Business Transformation Pitch with The CX Goalkeeper ·

2022/04/25

The CX Goalkeeper had the great opportunity to interview Alex MeadLinkedIn Headline: Chief Customer Service Experience Officer - Transforming omnichannel CX across contact centre, digital, social & physical channels - Leading teams which innovate across all customer activities - CRM, AI, Data, Analytics Highlights:0:00 Game Start1:41 Alex's introduction3:08 Alex's view on the CX landscape6:20 Alex's two bad experiences10:18 Definition of service excellence - the definition of EPIC service13:10

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20:44

Uplifting Service with Ron Kaufman - Second Half

Business Transformation Pitch with The CX Goalkeeper ·

2022/04/18

The CX Goalkeeper had the great opportunity to interview RON KAUFMANRon's LinkedIn Headline:New York Times Bestselling Author "UPLIFTING SERVICE" | Customer Experience & Service Culture Expert | Keynote SpeakerThis discussion was split in 2 episodes. On April 4th, the first episode went liveHighlights:00:00 Service Process & Service Perception6:11 Measurement of service quality9:35 The future of service ("A customer is anyone who is not me")13:30 Book suggestion15:50 Contact details17:20

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