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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

26:37

Daily Practices of Inclusive Leaders: A Guide to...

Business Transformation Pitch with The CX Goalkeeper ·

2024/11/04

In this episode of the CX Goalkeeper Podcast, Jonathan Stutz shares his journey and insights on building inclusive leadership cultures within organizations. As the author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, Jonathan outlines actionable steps that leaders can take to foster diversity, equity, and inclusion in the workplace. From personal anecdotes to practical advice, this episode is packed with valuable lessons on leadership and the importance of

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28:31

The Skills Gap

Business Transformation Pitch with The CX Goalkeeper ·

2024/10/28

In this impactful episode of the CX Goalkeeper Podcast, Tom DeWitt shares invaluable insights about the current state of customer experience (CX) leadership, the skills gap, and the future of CX education. He discusses how CX leaders need to communicate in the language of the C-suite, the value of formal education, and why companies must invest in developing their CX teams. This episode offers a must-hear perspective for anyone looking to elevate CX initiatives and grow their leadership impact.About

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29:24

Harnessing the power of Emotional Intelligence in CX

Business Transformation Pitch with The CX Goalkeeper ·

2024/10/21

In this episode of the CX Goalkeeper Podcast, we explore how emotional intelligence (EI) can dramatically improve customer experience (CX) and employee performance. Michael Mattson, an expert in emotional intelligence, shares his valuable insights on harnessing EI to create stronger human connections within teams and with customers. He emphasizes how emotionally intelligent leadership builds trust, empathy, and psychological safety, which leads to enhanced team dynamics and better customer

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31:06

Breaking Silos: How CX-Driven Leadership Transforms...

Business Transformation Pitch with The CX Goalkeeper ·

2024/10/14

In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn’s insights are game-changers for any organization looking to excel in CX and boost

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22:15

Stop Engaging Employees: Start Making Work More Human

Business Transformation Pitch with The CX Goalkeeper ·

2024/10/07

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Eryc Eyl, author of Stop Engaging Employees, Start Making Work More Human. Eryc passionately shares insights on how shifting the focus from employee engagement to fostering a human-centered workplace can drive real results. He explores the importance of human dignity at work, the six critical disciplines of leadership, and the power of connection over conformity in organizations. If you're ready to rethink how you lead and

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25:29

Winning Leadership Buy-In: Aligning CX with Business...

Business Transformation Pitch with The CX Goalkeeper ·

2024/09/30

In this episode of the CX Goalkeeper Podcast, host 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 actual value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer

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33:52

Brand Love: Why It Matters and How to Grow It

Business Transformation Pitch with The CX Goalkeeper ·

2024/09/23

In this episode of the CX Goalkeeper Podcast, 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, top companies' strategies to create loyal customers, and how to apply these insights to elevate your brand.About the GuestDr. Aaron Ahuvia is the Czarnecki

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24:57

Shaping the Future: AI and Innovation at MoveXM

Business Transformation Pitch with The CX Goalkeeper ·

2024/09/16

In this episode of the CX Goalkeeper Podcast, we dive into the future of customer experience with Holger von Seherr-Thoss, CEO at MoveXM. We discuss the game-changing impact of AI in customer experience management, the delicate balance between hyper-personalization and privacy, and the essential strategies for fostering a customer-centric culture in today’s fast-paced digital world. This conversation is a must-list for anyone looking to stay ahead in the rapidly evolving customer experience

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27:42

Behind the Pixels: Creative Strategies to Excel in...

Business Transformation Pitch with The CX Goalkeeper ·

2024/09/09

Why You Can't-Miss This Episode:Warren Miles-Pickup, a dynamic leader in the marketing and creative industries, shares transformative insights on marketing strategies, leadership, and customer experience in this must-listen episode of the CX Goalkeeper Podcast. Whether you're in marketing, customer experience, or leadership, Warren's experience-driven wisdom offers valuable lessons that can elevate your business practices. This episode is packed with actionable advice on leveraging marketing

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27:10

Rethinking the Role of Customer Experience with Maxie...

Business Transformation Pitch with The CX Goalkeeper ·

2024/09/02

In this enlightening episode of the CX Goalkeeper Podcast, Maxie Schmidt, a leading expert in customer experience at Forrester Research, takes us on a journey to rethink the role of customer experience within organizations. If you’re a CX professional, leader, or simply interested in how customer experience can transform businesses, this episode is a must-listen. Maxie shares practical insights on integrating CX into business strategies, how to overcome common challenges, and why rethinking

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33:08

CREATE HYPER-PERSONALIZED INTERACTIONS THAT MATTER

Business Transformation Pitch with The CX Goalkeeper ·

2024/08/26

This episode of the CX Goalkeeper Podcast features an insightful conversation with Michael Obermaier. The discussion focuses on creating hyper-personalized interactions that matter. Michael shares invaluable strategies and practical examples from leading industries, making listening essential for anyone looking to enhance customer experience and drive business growth through personalization.About the Guest:Michael Obermaier is Head of SAS CX and MarTech Solutions for Austria, Germany, and

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26:52

EMPOWERING LEADERS TO GET EXECUTIVE BUY-IN

Business Transformation Pitch with The CX Goalkeeper ·

2024/08/19

In this engaging episode of the CX Goalkeeper Podcast, host Gregorio Uglioni discusses the intricacies of customer experience leadership with the insightful Mark Slatin. As a recurring guest, Mark brings a wealth of knowledge from his vast experience in customer experience management, consulting, and academia. This episode is a must-listen for anyone interested in understanding the critical aspects of earning executive buy-in, proving the ROI of CX, and building trust within an organization.About

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23:42

STRATEGIES FOR A MEANINGFUL HUMAN CENTRIC CULTURE

Business Transformation Pitch with The CX Goalkeeper ·

2024/08/12

In this episode, a seasoned customer experience consultant, Julie Tano-Lawson shares her unique insights and strategies for developing impactful CX programs, particularly in French-speaking regions. Julie's experience spans North America and Africa, making her perspective both diverse and comprehensive. Her discussion on the nuances of CX governance and the importance of trust in customer relationships is a must-listen for anyone looking to elevate their CX strategy.About the GuestDuring her career

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33:32

THE MYSTERY SHOPPING BLUEPRINT: DRIVING CUSTOMER...

Business Transformation Pitch with The CX Goalkeeper ·

2024/08/05

Why You Can't Miss This EpisodeIn this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a vibrant and insightful conversation with Claire Boscq, a seasoned keynote speaker and customer experience expert. Claire shares her journey from hotel management to becoming a mystery shopping expert, discussing the profound impact of combining customer service with the ancient principles of Feng Shui. This episode is packed with actionable insights on enhancing customer experience, the

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30:56

APPLYING JOBS TO BE DONE

Business Transformation Pitch with The CX Goalkeeper ·

2024/07/29

Why You Can't-Miss This EpisodeDiscover the transformative power of the "Jobs to Be Done" framework with Eckhart Boehme, as he shares invaluable insights on customer behavior and strategy implementation.About the GuestEckhart Boehme has more than 30 years of global experience in marketing, product management and skills development. Eckhart, an 18+ year Microsoft veteran, was last working as the Curriculum Architect for the Marketing Excellence Team at Microsoft HQ. Today, he is the founder and

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29:34

ENGAGING EMPLOYEES with Michael Brandt

Business Transformation Pitch with The CX Goalkeeper ·

2024/07/22

Gregorio Uglioni discusses with Michael Brandt the critical intersection of employee engagement and customer experience. Michael shares insightful strategies and real-world examples of how to create a thriving workplace environment that drives customer satisfaction.About the GuestMichael Brandt is an experienced professional in customer and employee experience. With a diverse background working in both corporate settings and as a solopreneur, Michael brings a wealth of knowledge and practical

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6:44

The Experience of Benson Mukandiwa at the CX World...

Business Transformation Pitch with The CX Goalkeeper ·

2024/07/18

The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.These are short interviews to share outstanding people's experiences helping charities get better.Customer Experience professionals worldwide come together to share their experience insights and help others.The CX World Games take place over 3-4 weeks, with expert CX captains guiding randomly created teams to come up with

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36:51

MASTERING CX AND DIGITAL INNOVATION: GLOBAL INSIGHTS

Business Transformation Pitch with The CX Goalkeeper ·

2024/07/15

Why You Can't Miss This EpisodeDiscover the transformative journey of Hussein M. Dajani as he shares his extensive experience in customer experience, digital transformation, and leadership across top global brands like Nissan, Deloitte Digital, and Red Bull. Hussein's unique insights into customer-centric strategies and innovative solutions will inspire and inform your approach to customer experience and leadership.About the GuestHussein's core expertise lies in the Digital Marketing & Tech

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6:21

The Experience of Fatima Tomoum at the CX World Games...

Business Transformation Pitch with The CX Goalkeeper ·

2024/07/10

The CX Goalkeeper Podcast joins the Customer Experience World Games 2024. I have the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2024.These are short interviews to share outstanding people's experiences helping charities get better.Customer Experience professionals worldwide come together to share their experience insights and help others.The CX World Games take place over 3-4 weeks, with expert CX captains guiding randomly created teams to come up with

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31:41

4ROCKS SOLID STRATEGIES

Business Transformation Pitch with The CX Goalkeeper ·

2024/07/08

Why You Can't Miss This EpisodeJoin us as we explore the intricacies of customer experience with Sean Albertson, an expert in the field with over two decades of experience. Learn about his innovative "4Rocks" framework that helps businesses transform their customer journeys and drive loyalty.About the GuestSean Albertson, a CX leader for 20+ years at great companies like Charles Schwab and T-Mobile, has been at the forefront of transforming the customer experience in Financial Services and

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