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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

45:53

CX Goalkeeper with Ian Golding - S1E27 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/06/21

The CX Goalkeeper had a smart discussion with Ian Golding, the CX specialist (and not expert)Ian is THE Global Customer Experience Specialist (and not expert!). He is a Certified Customer Experience Professional (CCXP) and the first recognized training provider by the CXPA. He is the CEO and founder of the Customer Experience Consultancy Ldt.My learnings:CX is a science but not rocket science: Is not difficult to understand – corporates are overcomplicating what they are doing.Only 2% of the

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33:10

CX Goalkeeper with Bjoern Kaelin - S1E26 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/06/14

The CX Goalkeeper had a smart discussion with Björn Kälin My learnings:His definition of empathy: feeling into something.The target is to understand customers’ feelings and acting on feelings (including what to do next)We are all humans, and we are not the same every day.Anthrolytics is the solution. By sensing and predicting emotions, it gives advice on how to react on them.This is the solution to biased surveys! Which survey is not biased? Behind every interaction there is a human. By leveraging

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42:17

CX Goalkeeper with Annika Björck - S1E25 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/06/07

The CX Goalkeeper had a smart discussion with Annika BjörckMy learnings:Most transformation projects fail due to 2 main causes:The initiative’s success cannot be proved, and little improvements are invisibleToo much focus on “doing” and not enough on change managementHow to cope with these issues:It is about balancing the skills of the team: adding to the UX skills, strategic skills to lead the transformation (e.g., communication, coaching, …)Succeed together with top management: Prove the return on

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46:34

CX Goalkeeper with Faran Niaz - S1E24 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/05/31

The CX Goalkeeper had a smart discussion with Faran NiazFaran Niaz is CEO & founder of CX FUTURE. He is a change management expert, agile CX leader and transformation specialist. Faran is an international speaker & awards judge.Additionally, he is passionate about LEGO and an award-winning photographer.My learnings:In Dubai and in the United Arab Emirates, CX is driven by the government.The priority is happiness and focus on people (tourists and citizens) needs.All is so smooth as there is an

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0:30

CX Goalkeeper with Anna Noakes Schulze S1E23 is...

Business Transformation Pitch with The CX Goalkeeper ·

2021/05/24

The CX Goalkeeper had a smart discussion with Anna Noake SchulzeAnna is a Senior Partner for CX and a founding member and platform advisor of “Women in CX”. She is a best-selling author of the «Customer Experience 3» book, a TEDx & Keynote Speaker and a Startup Mentor.My learnings:Platforms will change how business works as it is a different way of doing business.The comparison between pipeline businesses and platform businesses makes it quite clear.A pipeline business has a linear value chain

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31:01

CX Goalkeeper with Annette Franz - S1E22 is about her...

Business Transformation Pitch with The CX Goalkeeper ·

2021/05/17

The CX Goalkeeper had a smart discussion with Annette Franz My learnings discussing about the book “Customer Understanding”, while we went through the three chapters: 1) ListeningStart with the customers and design / develop products for them. (and don’t try to find customers for the products).Starting with “listening” and continuing by capturing all the relevant data and consolidating them: these steps help to really understand the customers. 2) Characterize:Segments are like the continents on our

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42:55

CX Goalkeeper with Neil Skehel - S1E21 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/05/10

The CX Goalkeeper had a smart discussion with Neil SkehelNeil is CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM (Customer Experience Magazine). My learnings:By winning an award and by sitting next to Don Hales, Neil started together with Don “Awards International”Awards International offers outstanding awards in several countries (UK, UAE, Turkey, …)One of the key success factors of Awards International is the DREAM TEAMIn future there will be several options how to

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29:07

CX Goalkeeper with Daniel Jordi - S1E20 is about "the...

Business Transformation Pitch with The CX Goalkeeper ·

2021/05/03

The CX Goalkeeper had a smart discussion with Daniel Jordi Daniel Jordi is connecting Switzerland’s Digital Leaders to accelerate their Digital Transformation. He is client partner at Ginetta, founder at LeadersBridge GmbH and the podcast host of “The Aligned Leader Show”. My learnings: A) The Aligned Leader Show It is an interview series on YouTube (with more than 130 episodes). The show is lasting since more than 8 years as Daniel has not a commercial purpose. People like the show for its

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31:04

CX Goalkeeper with Marius Ghios - S1E19 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/04/25

Marius is a Customer Experience expert, an outstanding innovator and Judge at International CX Awards. He was named among the 50 most influential CX experts in UK.My learnings:Focus on customers’ needs and try to build everything around them (also leveraging available data).Often after the design of a new experience (or product), during the development phase, several technical challenges arise, it is a common issue that teams don’t go back to the customers and leverage the available insights again

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37:28

CX Goalkeeper with Peter Dorrington - SPECIAL EDITION...

Business Transformation Pitch with The CX Goalkeeper ·

2021/04/21

The CX Goalkeeper had a smart discussion with Peter Dorrington. This is a special edition for the launch of AnthrolyticsPeter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify and co-founder of Anthrolytics.We spoke about loyalty, empathy, personalization and the launch of AnthrolyticsMy learning during this discussion:Customer satisfaction measurements are not

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40:31

CX Goalkeeper with Christopher Brooks - S1E18 is...

Business Transformation Pitch with The CX Goalkeeper ·

2021/04/19

The CX Goalkeeper had a smart discussion with Christopher BrooksChristopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship.My learnings:CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy was a success CXWG 2021 is starting in May 2021 Christopher’s chapter in the book Customer Experience 2 is about measuring behavioral changesThere are 25 CX drivers which are able to replicate 90% of the

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31:58

CX Goalkeeper with Deanna Russo - S1E17 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/04/12

The CX Goalkeeper had a smart discussion with Deanna Russo Deanna is a Linkedin Strategist, Cheerleader and Accountability Partner at Leverage Up, LLC, which she founded 1 year ago. She grew her LinkedIn Following 25x in 18 months. My learnings:LinkedIn is for everybody, not only for job seekers. It helps to engage with other human beings, to create long-lasting relationships and to grow your business.Direct messages to sell a product or a service don’t work. Engagement is the prerequisite

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39:15

CX Goalkeeper with Adrian Swinscoe - S1E16 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/04/05

The CX Goalkeeper had a smart discussion with Adrian SwinscoeAdrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX. We discussed following tracks from his book:With great power comes great responsibilitiesCX is not F***** metricsSimplicity rules: ok?The answers are right in front of viewHis book suggestion: Worth It by Dan PriceHow to contact Adrian:https://www.linkedin.com/in/adrianswinscoe/https://www.adrianswinscoe.com/Amazon link to Adrian’s book

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35:39

CX Goalkeeper with Nils Hafner - S1E15 is about the...

Business Transformation Pitch with The CX Goalkeeper ·

2021/03/29

The CX goalkeeper had a smart discussion with Nils Hafner.Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, make the discussions with him unforgettable.My key learnings:First Nils started with CRM Trends in 2006 and then moved to the Customer Experience Trend

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0:30

CX Goalkeeper with Gabe Smith - S1E14 is about the...

Business Transformation Pitch with The CX Goalkeeper ·

2021/03/22

The CX goalkeeper had a smart discussion with Gabe SmithAfter more than 11 years at the American Cancer Society with his last role as Senior Consultant - Customer Experience, he moved to the CXPA - Customer Experience Professional Association as content manager in 2019. He creates and curates non-biased content that connects CX professionals around the world, empowers them to overcome obstacles and drive customer-focused change within their organisations, and elevates the CX discipline in the

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0:30

CX Goalkeeper with James Dodkins - S1E13 is about how...

Business Transformation Pitch with The CX Goalkeeper ·

2021/03/15

The CX goalkeeper had a smart discussion with James DodkinsYes, I really mean JAMES - THE CX ROCKSTAR! He was named The UK's #1 CX Influencer by Customer Experience Magazine in 2020, he is a GLOBAL KEYNOTE SPEAKER, the HOST OF AMAZON PRIME’S ‘THIS WEEK IN CX’ and a lot more. The value he brings to the CX community is outstanding.My key learnings:Customer outcome firstStart always by asking: who is the customer?Followed by the question: what is the successful customer outcome?Sharing is key and

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0:30

CX Goalkeeper with Stacy Sherman - S1E12 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/03/08

The CX Goalkeeper had a smart discussion with Stacy Sherman Stacy Sherman is a mom of two fabulous kids and a Schnoodle dog. Fan of Simon Sinek. She is applying Simon’s WHY principles every day & mentoring others to do the same. Stacy is passionate about inclusion & thought diversity (as happy employees lead to happy customers.) She doesn’t just talk. She is a doer such as: launching “Women Leaders Making A Difference” community because she knows that small actions lead to big impacts. Stacy is the

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0:30

CX Goalkeeper with James Perryman - S1E11 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/02/27

The CX Goalkeeper had a smart discussion with James PerrymanJames Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential.James is the founder and director of MomentusKey learnings:It is all about the “moment” to make the customer fall in love with a company and stay in love with a companyThere are 2 ways to understand CX maturity

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41:32

CX Goalkeeper with Peter Dorrington - S1E10 is about...

Business Transformation Pitch with The CX Goalkeeper ·

2021/02/22

The CX Goalkeeper had a smart discussion with Peter DorringtonPeter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify. “Analysis without actions is academy, actions without analysis is anarchy” Key learnings:Experience Management is the intersection among Customer Experience, Employee Experience and Partner Experience·Predictive behavioral analytic is the combination

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33:19

CX Goalkeeper with Nate Brown - S1E9 is about the...

Business Transformation Pitch with The CX Goalkeeper ·

2021/02/14

The CX Goalkeeper had a smart discussion with Nate BrownNate Brown is the Chief Experience Officer at Officium Labs, and the Co-Founder of CX Accelerator. His sweet spot is helping employees to understand the customer journey and how they play in role in improving it.He defines himself as a student of Customer Experience. His vision is to helping organization and people to reduce stress and friction and making people life better.Nate Brown speaks about "learning" as a key component of the employee

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