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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

22:21

Uplifting Service with Ron Kaufman - First Half

Business Transformation Pitch with The CX Goalkeeper ·

2022/04/11

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 11th, the second episode will be liveHighlights: 00:00 Game Start1:35 Ron Kaufman's Introduction 4:30 Ron's 6 personal values7:30 Service, Care and Love8:40 The Grandma story at the Kindergarten9:40 Uplifting Service10:30 The definition

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36:33

Simplifying business with Ricardo Saltz Gulko in...

Business Transformation Pitch with The CX Goalkeeper ·

2022/04/04

The CX Goalkeeper had the opportunity to interview Ricardo Saltz GulkoCustomer & Employee Experience & Customer Success - Services - Data-Driven Transformation, Lead Design & Innovation, Change & Growth - Founder of the European Customer Experience Organization (ECXO)The game with Ricardo:00:00 Game Start1:30 Ricardo Gulko Saltz introduction5:30 The ECXO6:59 The Vision of the ECXO9:40 Simplification in Customer Experience20:25 How to cope with the increasing complexity29:15 Ricardo's

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32:18

The Impact of CX on Business with Petko Tinchev

Business Transformation Pitch with The CX Goalkeeper ·

2022/03/28

The CX Goalkeeper had the great pleasure to interview Petko Tinchev from GemseekPetko Tinchev: CEO at GemSeek | Predicting future behaviour by fusing what customers say and do | CX impact accelerationHighlights: 0:00 Kickoff 0.49 Petko Tinchev's introduction 1:51 Petko's career 4:16 Petko's core values 6:49 Impact of Customer Experience 11:35 Three examples (tangible solutions which are awards winning): proactive, predictive analysis & digital twins) 16:26 How to convince companies on pioneering

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22:15

Leadership and Trust with Dr. Brian Harman

Business Transformation Pitch with The CX Goalkeeper ·

2022/03/21

The CX Goalkeeper had a smart discussion with Dr. Brian HarmanCoaching Executives Into High-Trust Leaders Who Earn 41% More In 3 Months Using The Signature BMH Career & Leadership AcceleratorHighlights:1:30 Brian's Introduction4:27 Brian’s TEDx Talk “How to use humor to build trust”7:13 Digital working and how to improve trust8:45 Brian’s Forbes Article9:08 Definition of trust10:15 Performance, Equality, empathy and fun to create high trust teams14:40 Failure rituals17:05 Employee involvement to

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38:43

CX Management Competencies and their role in frontier...

Business Transformation Pitch with The CX Goalkeeper ·

2022/03/14

The CX Goalkeeper had a smart discussion with deBBie AkwaradeBBie is a CX Start-Up CEO, a Global CX Thought Leader & Influencer, a CX Entrepreneur, Practitioner & Educator and HumanitarianKey topics discussed is the competency framework required to deliver CX SuccessBusiness goal understanding & CX diagnostics.CX goal alignment with the business goal.CX goal alignment with internal stakeholders (other functions or departments).CX improvement design, deployment and measurement.CX

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30:28

CX foundation and Leadership with Jeannie Walters

Business Transformation Pitch with The CX Goalkeeper ·

2022/03/07

The CX Goalkeeper had a smart discussion with Jeannie WaltersFounder and CEO of Experience Investigators, Customer Experience Speaker, Trainer, Podcast Host.In this episode you will learn:- Customer experience is more than a customer journey map or a Net Promoter Score.- It creates fewer ruined days for customers- CX is all about 3 things: a mindset, a strategy and a discipline… and much moremore information: www.cxgoalkeeper.com/JeannieWalters

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22:17

The Dark Side of Customer Experience with Michael...

Business Transformation Pitch with The CX Goalkeeper ·

2022/02/28

The CX Goalkeeper had a smart discussion with Michael Bartlett.Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues.We discussed about in the 2 episodes with him: cataloging priyome (“well established principles and patterns”)if you know the enemy, it makes easier because you know what to do about itthe Iceberg Model and how to leverage itThe importance of understanding

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24:05

The Dark Side of Customer Experience with Michael...

Business Transformation Pitch with The CX Goalkeeper ·

2022/02/21

The CX Goalkeeper had a smart discussion with Michael Bartlett.Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues.We discussed about the key takeaways from the book in 2 episodes.Today, I published the first one, next week the next one.some highlights:cataloging priyome (“well established principles and patterns”)if you know the enemy, it makes easier because you know

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32:41

Women in CX: an outstanding highly committed...

Business Transformation Pitch with The CX Goalkeeper ·

2022/02/14

There Are More Male CEOs With The Name “John” Than Women CEOsThe CX Goalkeeper had a smart discussion with Clare MuscuttMember-centered community designer, she brings together women in customer experience from across the globe to collaborate, inspire, learn from, and support each other to succeedIn this episode you will learn:- Women in CX (WiCX) – the fastest growing community built through co-creation- The Mission of WiCX- The secret ingredients of creating an extremely engaged community- It’s not

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23:05

The Experience Maker - How To Create Remarkable...

Business Transformation Pitch with The CX Goalkeeper ·

2022/02/07

“Find your slice of cake & a candle and transform it into chocolate box & a sparkler”The CX Goalkeeper had a smart discussion with Dan GingissDan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a PodcasterThis is the second episode. The first one was published last week.In this episode you will learn about:- Dan’s latest book: The Experience Maker: how to create remarkable experiences that your customers can’t wait to

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25:16

The Experience Maker - How To Create Remarkable...

Business Transformation Pitch with The CX Goalkeeper ·

2022/01/31

“Find your slice of cake & a candle and transform it into chocolate box & a sparkler”The CX Goalkeeper had a smart discussion with Dan GingissDan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a Podcaster.The discussion with Dan was split in 2 episodes. This is the first one... stay tuned for the second one next week.In this episode you will learn:- What remarkable experiences are and why they are relevant- The

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23:29

The Importance of Communication - E58 with Filippo...

Business Transformation Pitch with The CX Goalkeeper ·

2022/01/24

Only in the dictionary “success” comes before “work”The CX Goalkeeper had a smart discussion with Filippo PolettiFilippo Poletti is one of THE TOP VOICE OF LINKEDIN in Italy. He is an Italian journalist and a digital communication manager.In this episode you will learn about:- His book “Time for IoP”, the importance of having an Intranet of People- The link between branding and music- the importance of understanding that we are a people business- How to achieve the Intranet of Value… and a lot

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26:17

Inside Your Customer's Imagination - E57 with Chip...

Business Transformation Pitch with The CX Goalkeeper ·

2022/01/17

Trust the frontline! They are the ambassadors and the scouts.The CX Goalkeeper had a smart discussion with Chip BellChip Bell is a World-Renowned Authority On Customer Loyalty And Service InnovationThe discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube.The discussion was split in 2 episodes. This is the second one...In this episode you will learn all about the book: Inside Your Customer's Imagination: 5 Secrets

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25:10

Inside Your Customer's Imagination - E56 with Chip...

Business Transformation Pitch with The CX Goalkeeper ·

2022/01/10

The CX Goalkeeper had a smart discussion with Chip BellChip Bell is a World-Renowned Authority On Customer Loyalty And Service InnovationThe discussion was split in 2 episodes. This is the first half. In this episode you will learn:- How to align privacy and personalization- The responsibility of impacting people’s life- The balance between generosity and curiosity- The role of customer service- how Chip Bell foresees the future of CX and Service… and much more.His book suggestion:- Purple Cow, Seth

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30:10

Customer service costs: what are we talking about? -...

Business Transformation Pitch with The CX Goalkeeper ·

2022/01/03

The CX Goalkeeper had a smart discussion with Vincent PlacerCEO of Colorado Group and ECXO Ambassador for the French ChapterThe discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube.In this episode we discuss about:- Some insights on the ECXO- to link costs and returns early in the innovation process- investing in CX leads to return in the medium and long run- understanding the cost to serve- the 3 fields to optimize

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37:56

From Experience Design To Experience Delivery - E54...

Business Transformation Pitch with The CX Goalkeeper ·

2021/12/27

The CX Goalkeeper in collaboration with the ECXO had a smart discussion with Mario SeppMario is Owner and Founder of Gastspiel and an Ambassador of the ECXO.In this episode you will learn:some insights on the ECXOwhat are the relevant key components of a CX transformationwhere to focus on at the beginning… and much moreHis book suggestion:- The Lean Startup; Eric Ries- Service Design Thinking; Marc Stickdorn und Jakob Schneider- Service Design Doing; Marc Stickdorn , Markus Hormess, et al.Mario’s

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26:26

CX Goalkeeper with Mary Drumond SECOND HALF - E53 is...

Business Transformation Pitch with The CX Goalkeeper ·

2021/12/20

The CX Goalkeeper had a smart discussion with Mary DrumondChief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.I split the discussion in 2 episodes, the first one went live last week!In this episode:- How to operationalizing empathy- Focus on identifying impact as the frequency is relative (superb example from Mary here :)- Changing expectations are also relevant, the market is so fast (Blackberry example)- The purchase decisioning process is steered

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18:03

CX Goalkeeper with Mary Drumond FIRST HALF - E52 is...

Business Transformation Pitch with The CX Goalkeeper ·

2021/12/13

The CX Goalkeeper had a smart discussion with Mary DrumondChief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.I split the discussion in 2 episodes, stay tuned also for the second part next week!In this episode:- Customers are bombarded by requests for feedback- Asking customers for feedback mean asking for their time- Feedback is a gift- Common mistakes: surveys are too long, are focused on the company interests, and they don’t provide insights on

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29:30

CX Goalkeeper with Imtiaz Bellary from ENGATI - E51...

Business Transformation Pitch with The CX Goalkeeper ·

2021/12/06

The CX Goalkeeper had a smart discussion with Imtiaz BellaryImtiaz is SVP Product and Customers at ENGATI.In this episode you will learn about:- Engati’s success story: Engaging through automation and intelligence- With a customer interactions you can achieve more than only solving customer issues, you can engage with them- some real examples on how Engati helped 2 companies- Loyalty is built on the long term- Two major trends- Where Engati will be in 2030… and much moreHis book suggestion:Good to

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30:35

CX Goalkeeper & Mark Hamill - E50.1 SPECIAL EDITION -...

Business Transformation Pitch with The CX Goalkeeper ·

2021/12/01

The CX Goalkeeper had a smart discussion with Mark HamillMark Hamill is the CEO of ARCET GlobalThe discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify, and Stitcher as well as a WEBCAST on YouTube.In this episode we discuss:- about ARCET Global- Culture is a big topic nowadays- The importance of Recognition- Customer Centricity World Series will take place in May 2022- some criterias to identify which awards are “good”- There is zero loyalty in Awards.… and

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