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PODCAST

Business Transformation Pitch with The CX Goalkeeper

Gregorio Uglioni - Digital Transformation, Customer Experience, Leadership

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

business management

All Episodes

29:04

#266: The Heart Of Service: a Blueprint For...

Business Transformation Pitch with The CX Goalkeeper ·

2025/11/10

This episode dives into The Heart of Service, a practical guide to human-centered AI in customer service. Nick explains real stories, change management, measuring AI impact, frontline listening, ethics, and tools leaders can use. Good for CX leaders, managers, and practitioners. About Nick Glimsdahl Nick Glimsdahl is a trusted advisor to customer service leaders navigating the pressure to modernize operations, improve experience, and prove the value of their AI investments. As the host of the

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25:03

#265: Winning Leadership Buy-In: Aligning CX with...

Business Transformation Pitch with The CX Goalkeeper ·

2025/11/03

Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the true value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in. About Patty Soltis

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28:14

#264: B2B or B2C: Time to Level Up in CX with Ben...

Business Transformation Pitch with The CX Goalkeeper ·

2025/10/27

Ben Phillips, a 20-year CX professional, explains how B2B customer experience differs from B2C, highlights key B2B moments, and gives real examples of fixing and leveraging accounts. He also shares practical training ideas: translate leadership strategy into frontline actions and use short, authentic formats like podcasts. About Ben Phillips Ben is a Certified CX Professional (CCXP) with almost 20 years working directly in Customer Experience (CX) roles for worldwide enterprise-grade

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33:53

#263: People, Platforms, and the Truth About CX

Business Transformation Pitch with The CX Goalkeeper ·

2025/10/20

In this episode, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you’re curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, the strategies top companies use to create loyal customers, and how you can apply these insights to elevate your brand. About Aaron Ahuvia Dr. Aaron Ahuvia is the Czarnecki Professor of

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28:17

#262: Retail Reinvented: People, Platforms, and the...

Business Transformation Pitch with The CX Goalkeeper ·

2025/10/13

Melissa Moore shares real retail stories, training tips, and practical views on customer centricity, employee experience, AI, and TikTok shop. Listeners get honest lessons on execution, people-first leadership, and building consistent retail experiences across channels. About Melissa Moore Melissa Moore is an award-winning Retail Consultant and Educator with over 25 years’ retail experience. She founded The Retail Advisor consultancy to empower retailers and brands to reach their potential through

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33:30

#261: Fans Favorite: Mastering Design Thinking:...

Business Transformation Pitch with The CX Goalkeeper ·

2025/10/06

In this episode, Greg sits down with Michael Lewrick, bestselling author and design thinking expert, to unravel how the mindset of design thinking—beyond just tools—can spark innovation, drive transformation, and elevate business performance. Michael dives into real-world cases, shares his “50 tools” framework, explores how to measure innovation using metrics and AI, and explains how ecosystems and systems thinking amplify impact. His golden nugget? Keep your curiosity alive, experiment

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29:44

#260: Employee Understanding: A Three-Pillar...

Business Transformation Pitch with The CX Goalkeeper ·

2025/09/29

Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps

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38:56

#259: Leading High-Performing Teams: Simple Habits of...

Business Transformation Pitch with The CX Goalkeeper ·

2025/09/22

Learn how fearless leaders build high-performing teams. Nick James shares practical habits: start with why, create psychological safety, empower people, use candid feedback, and coach individuals. He also explains his Eighty20 coaching, leading agile change, and why radical transparency and backing your team matter in fast change driven by AI and technology. About Nick James Based in Zurich, Nick has spent the past 30 years helping organisations transform and adapt to the ever-changing business

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29:08

#258: Building the Future: AI, Avatars and the Power...

Business Transformation Pitch with The CX Goalkeeper ·

2025/09/15

This episode explores avatars, AI, and community-driven value. Annika Kessel explains Cosmic Universe, ethical avatar design, NFTs, and community economies. Hear real risks like profile hacking and practical uses for brands, education, and mental health. Learn a human-centered view of AI and the future. About Annika Kessel Annika Kessel is a visionary leader building a new societal model at the intersection of human consciousness, AI, and decentralized community economies. She inspires millions to

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33:09

#257: Toward a Post-Digital Society: Where Digital...

Business Transformation Pitch with The CX Goalkeeper ·

2025/09/08

Antonio Grasso offers invaluable perspectives for anyone looking to understand the intersections of technology, business, and society. By embracing a human-centric approach to digital transformation, businesses and individuals can prepare for a future where technology supports and enhances human endeavors. About Antonio Grasso is the Founder and CEO of Digital Business Innovation Srl, a thriving startup leading the way in artificial intelligence, the Internet of Things, blockchain, and

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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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288 results

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