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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

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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22:31

Energizing Teams, Delighting Customers: Stacy Sherman...

Business Transformation Pitch with The CX Goalkeeper ·

2025/05/12

In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty.A Short Description of the GuestStacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring

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23:43

Workforce Management in the Digital Age

Business Transformation Pitch with The CX Goalkeeper ·

2025/05/05

This episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of “WFM Unfiltered,” shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age.About the Guesta few words from Irina: My

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28:28

Best Of: Simplification at the Core: Lou Carbone on...

Business Transformation Pitch with The CX Goalkeeper ·

2025/04/28

In the ever-evolving customer experience landscape (CX), the CX Goalkeeper Podcast stands out by bringing thought leaders and industry pioneers to discuss the future of customer engagement and leadership. This "best of" is no exception, featuring an insightful conversation with Lou Carbone, a trailblazer in experience management and the founder of Experience Engineering.About the Guest: Lou CarboneLou Carbone has been at the forefront of customer experience for decades, helping organizations shift

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27:41

The CX Leadership Blueprint: Build It Right from Day One

Business Transformation Pitch with The CX Goalkeeper ·

2025/04/21

In Episode 233 of the CX Goalkeeper Podcast, host Gregorio Uglioni speaks with Sarah Caminiti, Head of Customer Service in the US at Acam and the host of the Epical Growth podcast. This episode dives deep into foundational leadership and how it shapes strong CX teams and business results. Sarah shares powerful, real-life insights on building empowered teams, asking better questions, and leading with empathy and purpose. This episode is a goldmine if you're a CX leader or an aspiring one.About the

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28:38

The Disney Magic: Lessons Every Business Can Use Today

Business Transformation Pitch with The CX Goalkeeper ·

2025/04/14

Released date: April 2025 Episode Number: 233 Name of the guest: Vance MorrisWhy You Can't-Miss This EpisodeIn this magical episode, Vance Morris shares powerful customer experience strategies straight from the Disney playbook. As a former Disney cast member and a business owner who successfully adapted these strategies into non-glamorous industries like carpet cleaning, Vance reveals how any business can create unforgettable experiences. This is a masterclass on turning ordinary services into

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28:30

The Way of Working Changed: Building Human-Centered...

Business Transformation Pitch with The CX Goalkeeper ·

2025/04/07

In this inspiring episode of the CX Goalkeeper Podcast, Luke Jamieson shares his bold vision for the future of work, customer experience, and employee engagement. From human-centered organizations to the power of authenticity and observability in CX, Luke’s energy, ideas, and real-life stories will challenge the way you think about leadership, workplace culture, and recognition.About the GuestLuke is one of the top global influencers and thought leaders on cx, employee engagement and the future of

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23:08

The AI-Powered Data Revolution: What Leaders Need to...

Business Transformation Pitch with The CX Goalkeeper ·

2025/03/31

Discover how to harness AI and cloud technology to revolutionize your data strategy. Aravind Nuthalapati explains how businesses can leverage AI-driven insights, overcome cloud migration challenges, and position themselves for competitive success.About the GuestAravind is a Cloud Technology Leader specializing in big data and cloud technologies, where he focuses on driving strategic modernization of data ecosystems to support diverse analytics use cases. With a proven track record of delivering

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