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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

22:54

CX Goalkeeper with Claire Boscq-Scott - First Half -...

Business Transformation Pitch with The CX Goalkeeper ·

2021/11/08

The CX Goalkeeper had a smart discussion with Claire Boscq-ScottCEO of the Jersey Hospitality Association, the BIZ-SHUI creator, Keynote speaker, Book author… simply: Claire is full of energy!I split the discussion in 2 episodes, stay tuned also for the second part next week!In this episode you will learn:- Feng Shui applied into Business and BIZ-SHUI- The importance of the intersection among Customer Experience, Physical environment and personal state of being- The role of colors in business- The

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36:47

CX Goalkeeper & ECXO with Jef Teugels - E46 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/11/01

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Jef TeugelsJef is founder of Reins Group and an ambassador of the ECXO.In this episode you will learn:- Some highlights on the ECXO- The definition of culture and customer culture- The example of Air New Zealand transformation- Several great insights on the 8 key ingredients of a customer culture… and much moreHis book suggestion:The Customer Culture Imperative: A Leader's Guide

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39:34

CX Goalkeeper & the ECXO with Federico Cesconi - E45...

Business Transformation Pitch with The CX Goalkeeper ·

2021/10/25

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Federico CesconiFederico Cesconi is the CEO and co-founder of Sandsiv+ and he is an ambassador of the ECXO.Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube.In this episode you will learn:- Some highlights on the ECXO- How Sandsiv+ was created to support the Customer Experience Management (CXM) process

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22:15

CX Goalkeeper & Fireside Chat Without The Fires E44...

Business Transformation Pitch with The CX Goalkeeper ·

2021/10/18

The CX Goalkeeper had a double smart discussion with Neal Topf and Paul Catherall.Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube.Neal Topf is the president of Callzilla and the co-host of "Fireside chat without the Fires" together with Paul Catherall.Paul Catherall is helping companies to start their own podcast, he is passionate about customer experience and the Director of Customer Care at Ultra Mobile. He is an

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25:15

CX Goalkeeper & Fireside Chat Without The Fires E43...

Business Transformation Pitch with The CX Goalkeeper ·

2021/10/11

The CX Goalkeeper had a smart discussion with Neal Topf and Paul Catherall.Neal Topf is the president of Callzilla and the co-host of Fireside chat without the Fires together with Paul Catherall.Paul Catherall is helping companies to start their own podcast, he is passionate about customer experience and the Director of Customer Care at Ultra Mobile. He is an Outsourcing Expert and ICMI Contributor.The discussion with Neal and Paul was split in 2 episodes. In this first episode you will learn:-

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37:48

CX Goalkeeper and the ECXO with Enrique Gomez - E42...

Business Transformation Pitch with The CX Goalkeeper ·

2021/10/04

The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Enrique Gomez Alonso Enrique is Principal XP South EMEA at Medallia and Founding Member of the ECXO In this episode you will learn: - Some highlights on the ECXO - Show financial results to get on the top of the C-Suite priorities (on the short and on the long term) - 4 steps to develop a Voice of the Customer program i) Phase 1: Outside-in – Start with the external view ii) Phase

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39:10

CX Goalkeeper with Rosaria Cirillo - E41 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/09/27

The CX Goalkeeper had a smart discussion with Rosaria CirilloRosaria is an expert on H-CX, she is an Author a Certified Happiness Trainer and THE Happiness Driven Growth Change Catalyst. Additionally TED Speaker, CX Trainer & Management AdvisorWe discussed about the book: Yellow Factor, Happiness in BusinessYou will learn about:The evolution of business through different levels: shareholders, customers, employees, purpose, and happinessSpiritual, physical, intellectual, relational, and emotional

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38:17

CX Goalkeeper with Shep Hyken - E40 is about AMAZING...

Business Transformation Pitch with The CX Goalkeeper ·

2021/09/20

The CX Goalkeeper had a smart discussion with Shep HykenShep Hyken, customer service and experience expert, keynote speaker and NYT bestselling author, helps companies deliver AMAZING customer service experiences!Shep will publish his latest book "I'LL BE BACK - How to Get Customers to Come Back Again and Again" on September 20th, 2021You will learn:The definition of AMAZINGThe Green Egg StoryWhere does Shep buy carshow to connect history based measurements and future customers behavioursHow to meet

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35:24

CX Goalkeeper and the ECXO with Jeff Sheehan - S1E39 ...

Business Transformation Pitch with The CX Goalkeeper ·

2021/09/13

The CX Goalkeeper had a smart discussion with Jeff SheehanJeff is a customer experience (CX) practitioner, CX author, and an active member of the global CX community. He is a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth using pragmatic solutions built on the pillars of strategy, people, process, and technology. He is the author of the book: Customer Experience Management Field Manual: The Guide For Building Your Top

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18:50

CX Goalkeeper & the ECXO with Tue Sottrup: Product...

Business Transformation Pitch with The CX Goalkeeper ·

2021/09/05

The CX Goalkeeper had a smart discussion with Tue SottrupChief CX Evangelist at Dixa & an Ambassador of the ECXO. Tue is passionate about customer service and engagement, and he truly believes that software can empower customers and businesses to build stronger bonds, be more efficient and increase productivity to unprecedented levels.You will learn:Some highlights on the ECXOHow DIXA makes the conversation between companies and customers EASIERHow agents can focus on the customers and not on the

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26:35

CX Goalkeeper & Maurice FitzGerald 2st Half - S1E37...

Business Transformation Pitch with The CX Goalkeeper ·

2021/08/30

The CX Goalkeeper had a smart discussion with Maurice FitzGerald (second half) Editor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their methods of developing and implementing business strategy. Achieving this by coaching, speaking, blogging and writing. You will learn:- How to leverage scorecards properly- How to

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28:52

CX Goalkeeper with Maurice FitzGerald 1st half -...

Business Transformation Pitch with The CX Goalkeeper ·

2021/08/22

The CX Goalkeeper had a smart discussion with Maurice FitzGeraldEditor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their methods of developing and implementing business strategy. Achieving this by coaching, speaking, blogging and writing.You will learn:- The mismatch between inside-out and outside-in view based on Maurice

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36:13

CX Goalkeeper with Adam Posner - S1E35 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/08/16

The CX Goalkeeper had a smart discussion with Adam PosnerAdam Posner is the Founder and President at NHP Talent Group- a boutique NY-based talent consultancy, specializing in talent access for Senior-level roles within: Digital Marketing, Media, Ecommerce, Product and Content Creation at Start-ups, Creative Agencies and Brands. He is also the host of the top global career podcast, ThePOZcast- showcasing experts to help you harness your inner tenacity to drive your life and career forward. He has

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36:34

CX Goalkeeper with Santhakumaran Atmalingam - S1E34...

Business Transformation Pitch with The CX Goalkeeper ·

2021/08/09

The CX Goalkeeper had a smart discussion with Santhakumaran Atmalingam Santhakumaran is the Founder of CX Expert Asia, an International Customer Experience Consultant, a Global Keynote Speaker and Judge at several international CX awards. In this episode YOU will learn:What is the role of CX professionals and why it is like being BATMANHow CX and astrology are linkedWhat is the CX infinite loop / masterplanHow to best design experiences and how to leverage ice creams to motivate teamsHow to

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32:01

CX Goalkeeper with Naeem Arif - S1E33 is about CX in...

Business Transformation Pitch with The CX Goalkeeper ·

2021/08/02

The CX Goalkeeper had a smart discussion with Naeem ArifNaeem is a CX thought leader. Everybody knows him. He is the Customer First Enabler. He is the Director of the United Carpets Group PLC, the Managing Director of NA Consulting LTD, he is collaborating with Midlands Women in Tech Awards and a lot more. He wrote several books.We discussed about:Pressure on retail business before and during COVID-19 crisisCOVID-19 helped companies to reflect on how to be specialHow to create a differentiator in

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44:16

CX Goalkeeper with Peter Pirner - S1E32 is about the...

Business Transformation Pitch with The CX Goalkeeper ·

2021/07/26

The CX Goalkeeper had a smart discussion with Peter PirnerPeter is the CMO of Petlando and the podcast host of CX-Talks. He passionately helps companies to create better customer experiences. He is a former domain lead at Kantar Germany. We discussed about:“CX Talks”, Peter’s podcast in GermanThe development of CX in the DACH regionSome tangible insights on where to start and how to progress with a CX centric transformationThe possible next developments in CXExamples of best practices Shared book

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42:45

CX Goalkeeper with Michael Brandt - S1E31 is about CX...

Business Transformation Pitch with The CX Goalkeeper ·

2021/07/19

The CX Goalkeeper had a smart discussion with Michael Brandt My learnings:There are a lot of CX trainings on the market. There is a need for proper recognition of the good ones.The ECXO – European Customer Experience Organization has 500 members. It allows a forum for CX practitioners and CX professionals to discuss in their languages with an European flavor. Difference between B2B and B2C:It is not only one customer you need to convince several people (purchasing committee) about your

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37:42

CX Goalkeeper with Nick Glimsdahl - S1E30 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/07/12

The CX Goalkeeper had a smart discussion with Nick GlimsdahlNick Glimsdahl is director Contact Center Solutions at VDS and host of the podcast Press 1 For NickMy learnings:Be purposeful with your time.Podcasts add value for prospects, customers and for the host. It is a way to add value by having fun and serving listenersNick mentioned some episode which stand out based on our flow:Episode 23 with Jesse Cole – Owner of Savanah Bananas. He found out that he we not in baseball business but in

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34:04

CX Goalkeeper with Gustavo Imhof - S1E29 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/07/05

The CX Goalkeeper had a smart discussion with Gustavo Imhof Gustavo is the Customer Insights Leader at Avado and he is the Head of CX at CXAhead. Gustavo is very well known in LinkedIn and on the market for his outstanding thoughts, insights and posts on Customer Experience. He is one of the co-authors of Customer Experience 3. We discussed his chapter of the book Customer ExperienceExperiences don't matter, memories do.My learnings:- There is a disconnect between what happens during an experience

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33:43

CX Goalkeeper with Pascal Kaufmann - S1E28 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/06/28

The CX Goalkeeper had a smart discussion with Pascal KaufmannMy learnings:- It is possible to create human level AI- Deep learning and Machine Learning will not replicate the human brain. Indeed, to create flying machine, it was not required to copy bird feathers- The principles of intelligence need to be discovered to crack the brain code- The brain is like a small data machine- Today, there is no prototype able to emulate human intelligence- Midfire will unite 300’000 talents to focus on specific

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