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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

30:10

#256: Beyond the Theory: Creating Meaningful...

Business Transformation Pitch with The CX Goalkeeper ·

2025/08/31

Sam Stern shares his unique perspective on bridging strategic insights with practical execution. He dives deep into the nuances of translating feedback into internal improvements at LinkedIn, highlighting the value of member voices in shaping user-centric solutions. Sam underscores the importance of emotional memory in customer experience design, emphasizing that people remember how moments felt more than they recall the details. Drawing inspiration from psychological principles like the Peak-End

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35:03

#255: Fans Favorite: Bridging the Human Gap:...

Business Transformation Pitch with The CX Goalkeeper ·

2025/08/24

We deep dive into the interplay between artificial intelligence (AI) and human interaction in B2B sales environments. Our discussion traversed through the significance of forward-thinking, the essence of understanding customer needs, and the pivotal role of differentiation in today’s competitive market. We unravel the nuances of fostering meaningful connections in the B2B landscape, and explore actionable takeaways to enhance your customer engagement and boost sales growth. The episode sheds light

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32:07

#254 Winning Inside to Win Outside: The EX-CX...

Business Transformation Pitch with The CX Goalkeeper ·

2025/08/17

How do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX. It’s a masterclass in real leadership in the age of AI. The Top 3 Key Learnings 1. EX is the foundation of CX — Happy, trusted employees create better customer outcomes. The inside always reflects outside. 2. Trust and flexibility drive performance —

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30:43

#253: Fans favorite: Mastering Digital...

Business Transformation Pitch with The CX Goalkeeper ·

2025/08/10

In this episode, we discuss the role of leadership in guiding these transformations and explore how customer experience is evolving in the digital age. About Marcus Köhnlein Partner at Tactical Management Partner at Quarero Marketing Accelerator Partner at Quarero AG Partner at Taskforce Solutions Ltd / 360workx GmbH Resources LinkedIn Top Voice : https://www.linkedin.com/in/marcus-koehnlein/ https://www.linkedin.com/in/marcus-koehnlein/ Please, hit the follow button: Apple Podcast:

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21:07

#252: It’s Not Just Tech: Why People Drive Real...

Business Transformation Pitch with The CX Goalkeeper ·

2025/08/03

In this episode, we explore the truth behind real transformation with Bernd Ziethen, an experienced CEO, HR consultant, and headhunter. Bernd shares that while technology is advancing fast — especially with AI — true business success depends on leadership, culture, and human connection. He explains that even the best tech tools will fail without strong people and trust behind them. Bernd draws a powerful parallel between business transformation and mergers, where up to 70% fail due to cultural

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29:41

#251: Fans favorite: Mastering the Art of Customer...

Business Transformation Pitch with The CX Goalkeeper ·

2025/07/27

Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and aligning internal operations to consistently deliver value across all touchpoints. He also stresses the need for cross-functional collaboration and

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22:33

#250: Jumpstart Your Workplace Culture

Business Transformation Pitch with The CX Goalkeeper ·

2025/07/20

What does it take to create a workplace where people thrive, expectations are high, and trust is real? In this episode, Eric Stone shares practical advice from his book Jumpstart Your Workplace Culture. From leadership values to employee development, you’ll walk away with powerful tools to transform your organization. The Top 3 Key Learnings 1. Culture is the catalyst for execution — Strong relationships, clear communication, and the right tools empower teams to perform at a high level. 2

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29:20

#249: Fans favorite: Leading a Human-Centric Digital...

Business Transformation Pitch with The CX Goalkeeper ·

2025/07/13

In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it’s not just about technology; it’s about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be enablers rather than solutions looking for problems. But it’s not just about the ‘what’ and the ‘how’; it’s also about the ‘who.’ Roy talks about the role of

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10:04

The Customer Experience World Games 2025 with Tom DeWitt

Business Transformation Pitch with The CX Goalkeeper ·

2025/07/09

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to

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22:52

Evolving Personalization: The Secrets to Staying...

Business Transformation Pitch with The CX Goalkeeper ·

2025/07/07

In collaboration with CCW Europe Summit 2025:CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.Spot are limited! Join the event join the movement:Use the discount code CXGOALKEEPER20 for 20% additional discount!.https://europe.customercontactweekdigital.com/events-ccweurope_Do you think personalization ends with using your name

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32:15

Fan Favorite: Recalibrating Leadership for the...

Business Transformation Pitch with The CX Goalkeeper ·

2025/06/30

In collaboration with CCW Europe Summit 2025:CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.Spot are limited! Join the event join the movement:Use the discount code CXGOALKEEPER20 for 20% additional discount!.https://europe.customercontactweekdigital.com/events-ccweuropeToday’s Fan Favorite is exceptional as we deep dive into

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8:15

The Customer Experience World Games 2025 with Michael...

Business Transformation Pitch with The CX Goalkeeper ·

2025/06/25

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.These are brief interviews that share the experiences of outstanding individuals who help charities improve.Customer Experience professionals worldwide come together to share their experience insights and help others.The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work

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20:55

Aha! Moments That Change Everything

Business Transformation Pitch with The CX Goalkeeper ·

2025/06/23

In collaboration with CCW Europe Summit 2025:CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.Spot are limited! Join the event join the movement:Use the discount code CXGOALKEEPER20 for 20% additional discount!.https://europe.customercontactweekdigital.com/events-ccweurope-What if your biggest setback could spark your biggest

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9:27

The Customer Experience World Games 2025 with Thulani...

Business Transformation Pitch with The CX Goalkeeper ·

2025/06/18

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025.With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.These are brief interviews that share the experiences of outstanding individuals who help charities improve.Customer Experience professionals worldwide come together to share their experience insights and help others.The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work

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32:07

Revisited: Unleashing the Power of Experience Management

Business Transformation Pitch with The CX Goalkeeper ·

2025/06/16

In collaboration with CCW Europe Summit 2025CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.Spot are limited! Join the event join the movement:Use the discount code CXGOALKEEPER20 for 20% additional discount!.https://europe.customercontactweekdigital.com/events-ccweurope_It was an absolute pleasure to have Bruce Temkin, one of

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9:39

The Customer Experience World Games 2025 with Neal Topf

Business Transformation Pitch with The CX Goalkeeper ·

2025/06/11

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025.These are brief interviews that share the experiences of outstanding individuals who help charities improve.Customer Experience professionals worldwide come together to share their experience insights and help others.The CX World Games take place over 4-6 weeks, with expert CX captains guiding randomly created teams to work

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20:55

Governance for CX Success: Uniting Teams and Tech for...

Business Transformation Pitch with The CX Goalkeeper ·

2025/06/09

In collaboration with CCW Europe Summit 2025:CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more.Spot are limited! Join the event join the movement:Use the discount code CXGOALKEEPER20 for 20% additional discount!.https://europe.customercontactweekdigital.com/events-ccweurope_Want to know the real reason why CX efforts fail — and

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31:52

The Future of Aged Care: How Ohana is Changing Home...

Business Transformation Pitch with The CX Goalkeeper ·

2025/06/02

This episode is a powerful conversation with Peter Nicholson about transforming home healthcare through Ohana. Discover how his personal mission and professional background are creating real change in aged care, training caregivers with purpose, and helping older adults live with dignity.About the GuestPeter Nicholson is Managing Director of ALTKEA, a global healthcare consultancy.For five years, he was responsible for the global business development function of Dermavant Sciences GmbH and was GM of

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34:47

Revisited: Never Lose an Employee Again with Joey...

Business Transformation Pitch with The CX Goalkeeper ·

2025/05/26

We are revisiting one of the most downloaded episodes of the CX Goalkeeper Podcast; we were joined by Joey Coleman, an expert in customer experience and the author of "Never Lose an Employee Again." This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both.Top 3 Key TakeawaysEmployee Experience as a Recruiting Tool: Companies can differentiate themselves in the job market by focusing on meaningful and unique

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21:17

YOU ARE THE BOSS: BECOME THE MANAGER YOU WANT TO BE

Business Transformation Pitch with The CX Goalkeeper ·

2025/05/19

Are you truly the leader you want to be—or just reacting under pressure? In this powerful episode, Sabina Nawaz shares hard-earned insights from decades of coaching CEOs and writing her new book, You Are the Boss. Discover how to navigate leadership challenges and lead with intention, clarity, and care.About the GuestSabina Nawaz is an elite executive coach who advises C-level executives and teams at Fortune 500 corporations, government agencies, nonprofit organizations, and academic institutions

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