Redefining leadership at the intersection of transformation & technology with Nick James – Live from Lead26
Release Date: 02/22/2026
The Brutal and Honest Truth About Customer Experience with Ian Golding
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
This episode features an honest discussion with Ian Golding, a leading CX expert. You can gain insights on accountability, the impact of AI, and real-world examples of customer experience. The conversation is practical, direct, and filled with actionable advice for anyone interested in business transformation and CX. About Ian Golding: Ian is a global CX Specialist and the Author of 'Customer What?' Relevant links: Key take-away: Accountability is critical: Organizations must take responsibility for customer experience and act on feedback to improve. AI enables, not...
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CX Horizons: Customers Got Smarter with AI… Did Companies? with Melanie Mingas
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
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 research and editorial direction, and chairs an Advisory Board of 20 award-winning and senior CX...
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Happy Customers, Real Money: The Business Case with Camila Ferreira
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
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 engine. With over 20 years of executive leadership across Latin America, Europe, the United States,...
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How Voice Agents Change Customer Experience with Andrea Pomponi
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
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 ecosystem of over 100 clients and more than 500,000 minutes of conversations managed,...
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How AI Changes Organizations When People Come First with Alex Nelles
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
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 by guiding them through digital transformation. Alex focuses on building smart,...
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How Boards Make Smart Choices When Nothing Is Certain with Thomas Zimmerer
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
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 long-term value creation under uncertainty. He brings global experience as CEO, CIO, COO...
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The Secret Rules of Serving the Ultra-Wealthy with Christopher Brooks
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
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: Key Take-Aways: MEPA framework essentials: Managing expectations, extraordinary experiences, post purchase care, and time savings are key for luxury clients. Trust and privacy matter most: Building trust and ensuring privacy are...
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From Idea to Business: Key Learnings with Guillano Demon
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
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 technology. He is a co-founder of ventures including Ohana Health, Admiral Freight and...
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The Psychology Behind CX and the Culture That Makes It Work with Katie Stabler
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
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 experience through data, design and culture, she inspires organisations to do things...
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Redefining leadership at the intersection of transformation & technology with Nick James – Live from Lead26
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
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 the need for leaders to listen, encourage ownership, and set clear strategies while allowing...
info_outlineGregorio 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 the need for leaders to listen, encourage ownership, and set clear strategies while allowing teams to execute creatively. The conversation compares leadership to coaching, highlighting how leaders can empower others by stepping back and supporting growth rather than micromanaging.
About the guest:
Based in Zurich, Nick James has spent the past 30 years helping organisations transform and adapt to the ever-changing business environment spanning technology, business and regulatory change. He has an infectious passion for maximising the potential of the teams to deliver exceptional results for customers. He now works as a team and individual performance coach, mentor, senior advisor and transformation leader for corporates, consulting firms and start-ups.
Relevant links:
https://www.linkedin.com/in/nickajames/
Key Take-aways:
- Authenticity in leadership: Leading with authenticity and style is powerful, especially in challenging or male-dominated environments.
- Flattening hierarchies: Bridging hierarchies and listening to teams helps leaders set clear strategies and encourage ownership.
- Coaching as leadership: Leaders should use coaching skills, empower teams, and step back to let others shine and grow.
Chapters:
0:00 - Intro
0:35 - Key Themes and Reflections from Lead 26
0:47 - Leadership Insights: Authenticity and Gender Dynamics
3:59 - Addressing Hierarchies in Organizations
6:38 - Evolving Leadership: The Role of Coaching
11:02 - Transformational Leadership: Lessons from Bueller
13:16 - Integrating Social Purpose into Business
20:39 - Embracing Discomfort for Growth
21:48 - Conclusion
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Apple Podcast: https://www.cxgoalkeeper.com/apple
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About the host:
Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.
Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/