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PODCAST

Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience

Gregorio Uglioni - Digital Transformation, Customer Experience, Leadership

Digital & Business Transformation | Customer Experience | Leadership | AI | 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

business management

All Episodes

31:41

CX Horizons: Customers Got Smarter with AI… Did...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/04/19

This episode explores how AI is changing customer experience, with insights from Melanie Mingas and recent research. Learn why consumers trust their own AI use more than companies, how businesses must adapt, and what the future holds for CX teams in an AI-driven world. About the guest Melanie is the editor-in-chief of CX Network, which produces research-backed business insights for a global community of CX leaders, experience designers, service specialists, and consultants. She heads the brand's

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33:31

Happy Customers, Real Money: The Business Case with...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/04/12

This episode explores how customer experience directly impacts business growth and financial results. Camila Ferreira shares real stories, practical frameworks, and actionable advice for connecting customer satisfaction with ROI. Learn how to align teams, build trust, and turn feedback into measurable business value. About the guest Camila Ferreira is a global business strategist, international keynote speaker, and one of the most influential voices redefining Customer Experience as a growth

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27:59

How Voice Agents Change Customer Experience with...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/04/07

We dives into real-world applications of conversational AI, showing how voice agents are transforming customer service and lead qualification. Learn from Andrea Pomponi's hands-on experience, discover practical challenges, and hear proven use cases that deliver measurable business value. About the guest Andrea Pomponi is Co-founder and Head of Partnerships at DeepAgent, an Italian startup specializing in AI-powered voice agents for lead qualification, customer care, and HR pre-screening. With an

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30:13

How AI Changes Organizations When People Come First...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/03/28

This episode dives into how AI and people-first thinking can drive successful business transformation. Alex Nelles shares real stories, lessons learned, and practical advice on leading change, building trust, and making technology work for everyone. About the guest: Alex is an experienced executive with over 20 years of business and IT experience across industries like Telco, Retail, Travel, and Healthcare. He is passionate about helping companies create real value by improving how they work and

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31:59

How Boards Make Smart Choices When Nothing Is Certain...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/03/21

This episode explores how boards and leaders can make smart, bold decisions in uncertain times. Thomas Zimmerer shares practical advice on embracing uncertainty, leveraging data and AI, and ensuring strong ownership. Real-world examples and actionable tips make it valuable for anyone facing fast-changing business environments. About the guest Thomas Zimmerer is a board member and AI & digital board advisor, working with Boards of Directors and supervisory boards on decision-making, governance, and

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30:33

The Secret Rules of Serving the Ultra-Wealthy with...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/03/14

This episode reveals the secrets of serving ultra high net worth individuals. Listeners learn about the MEPA framework, the importance of trust and privacy, and hear real stories of extraordinary, hyper-personalized experiences in the luxury sector. About the guest: Christopher Brooks is an award winning global customer experience specialist. Relevant links: https://www.lexdengroup.com https://www.linkedin.com/in/christopher-brooks-cx Key Take-Aways: MEPA framework essentials: Managing

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22:04

From Idea to Business: Key Learnings with Guillano Demon

Business Transformation Pitch with The CX Goalkeeper... ·

2026/03/07

This episode dives into the real challenges of building and growing startups, with practical advice from Guillano Demon. Listeners get insights on leadership, product-market fit, team alignment, and customer experience. The discussion is honest, energetic, and packed with actionable tips for founders and innovators. About the guest: Guillano Demon is an ex-EY Partner with deep cross-functional experience in building, transforming, and scaling businesses across healthcare, consumer products and

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25:11

The Psychology Behind CX and the Culture That Makes...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/03/01

This episode explores the deep connection between psychology, company culture, and customer experience (CX). Katie Stabler shares practical advice, real stories, and actionable insights for CX leaders. Listeners will learn why strategy, employee involvement, and communication matter more than just technology or AI. About the guest: Katie is a Cheshire-based customer experience specialist, keynote and the published author of the best-selling CX-ISM. Dedicated to cultivating high-value customer

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22:59

Redefining leadership at the intersection of...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/02/22

Gregorio Uglioni and Nick James discuss highlights from the Lead 26 conference, focusing on leadership, diversity, and the importance of authenticity. Nick shares insights from keynote speakers, especially Sandra DeVito, who spoke about being a female leader in a male-dominated industry. They also touch on how engaging discussions and a diverse audience make the event valuable for everyone attending. Nick explains the challenges and realities of flattening hierarchies in organizations. He emphasizes

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13:52

Redefining leadership at the intersection of...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/02/15

This episode dives into the latest trends in AI, leadership, and digital transformation from the Lead 26 conference in Zurich. Hear firsthand insights on AI adoption, leadership challenges, and the future impact of robots and agents in the workplace. Essential listening for anyone interested in business transformation. about the guest: Andreas Giesa, Director of Digital Business Consulting at Xebia and former Head of eBusiness at Liebherr, is a visionary leader in the field of digitalization. With

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30:28

AI in the Contact Center: What's Real, What's Hype,...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/02/08

This episode explores how AI is transforming contact centers, balancing cost savings with better customer and employee experiences. Rick DeLisi shares new research, practical examples, and actionable strategies for leaders looking to unlock AI's full value in customer service. Essential insights for anyone in CX or digital transformation. About the guest Rick DeLisi is an author and presenter working to help companies achieve greater customer loyalty while ALSO reducing the cost of their Service

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30:09

Fans Favorite: Pivoting Strategies For Tough...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/02/01

In this episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement. About the Guest Marilyn Suttle has a proven track record of transforming customer relationships and elevating

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36:30

Customer Obsessed: What Really Sets Winners Apart...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/01/25

Marbue Brown defines customer obsession versus customer focus. He explains you start with the customer and work backwards. He contrasts companies that work backwards from product or profits. He draws on Amazon practices where the question, "what is the competition doing?" rarely comes up. He outlines five levels on the customer obsession continuum: customer indifferent, aware, focused, centric, and obsessed. He gives cultural examples like hashtag thank you Thursday used by leaders to recognize

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28:30

Fans favorite: a blueprint for creating the...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/01/18

Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employee experiences in driving success. This is a must-listen for anyone passionate about transforming organizations and delivering exceptional value to customers and teams alike. About the Guest Greg Kihlström is a best-selling author, speaker,

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36:32

Truly AI Native Companies with Sebastian Graf

Business Transformation Pitch with The CX Goalkeeper... ·

2026/01/11

Sebastian Graf explains the coming rise of AI native companies. He shares four safety pillars for autonomous firms: code freeze, CICD compliance, regulatory model training, and harm-reduction finance. The episode mixes technical detail, a real Anthropic experiment, and broad governance concerns about trust and social impact. Top 3 Key Learnings AI native company pillars: Four safety pillars: code freeze, CICD, regulatory RL training, and harm reduction mechanisms. Test and freeze code: Freeze

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17:11

Redefining leadership at the intersection of...

Business Transformation Pitch with The CX Goalkeeper... ·

2026/01/05

This interview,Live from LEAD-26 in Zurich, links real leadership lessons to lived experience. Fabian, a CIO and ultra runner, talks limits, psychological safety, and practical steps. He also shares a clear, cautious view on generative AI and a smart fast follower strategy for regulated organizations. Key Learnings: Admit leadership limits: Openly share small, real limits with your team to build reflection and performance. Psychological safety matters: Create a safe team space so people speak up

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10:59

#273: Redefining leadership at the intersection of...

Business Transformation Pitch with The CX Goalkeeper... ·

2025/12/29

Live from LEAD-26 in Zurich. Stephan Siegrist is a professional alpinist. He says leadership means taking the lead when situations are uncomfortable. In mountaineering one person often needs the next rope length and must make small decisions by the centimetre and larger choices every half hour. Some choices are life threatening. On a recent Nepal expedition his youngest team member developed high altitude pulmonary sickness. The medical problem required bringing the person down quickly. Stefan

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28:20

#272: Different Beats Better: Branding That Sells...

Business Transformation Pitch with The CX Goalkeeper... ·

2025/12/22

Hear branding advice that shifts focus from "better" to "different." David Brier explains how branding is the art of differentiation. He shows why brands that only tweak visuals fail, and shares real cases: a failed Jaguar rebrand and a successful Napa Fresh relaunch. Learn practical steps and imagination tools. About David Brier David Brier, known by many as "The Brandfather," is the recipient of 320 international awards and the Presidential Ambassador for Global Entrepreneurship medallion, who

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21:04

#271: How BSI Software Builds the Future: Data, AI...

Business Transformation Pitch with The CX Goalkeeper... ·

2025/12/15

This episode explains how BSI builds for data, AI agents, and digital sovereignty. Markus Brunold shares the company mission, cloud and AI model choices, and how human roles and AI agents work together. Hear concrete examples and product thinking for regulated industries like financial services. About Markus Brunold Markus Brunold is CEO of BSI Software and is responsible for the company's long-term business development. With the BSI Customer Suite, BSI Software offers the only European holistic

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28:03

#270: Why Human Voices Are the Secret to Digital...

Business Transformation Pitch with The CX Goalkeeper... ·

2025/12/08

Learn why human voices drive digital transformation. Alex Wunschel explains how voice builds trust, shapes culture, and makes leaders relatable. Get concrete tips to speak authentically, train voice skills, and embed audio into internal communication. Hear real examples and pitfalls to avoid in corporate communication. About Alexander Wunschel Alexander Wunschel is a founder, podcast pioneer, and producer with over 17 years of experience in the audio industry. He is the owner and executive of

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291 results

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