Business Transformation Pitch with The CX Goalkeeper

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 today’s leaders are accelerating transformation, leading with purpose, driving innovation, enabling human-centered growth, and creating lasting value across customer, employee, and operational dimensions. Smart insights. Bold ideas. Real impact. Your weekly pitch for a smarter way to lead and grow.

Fans favorite: a blueprint for creating the experience-led enterprise - The Center Of Experience with Greg Kihlstrom 01/18/2026

Fans favorite: a blueprint for creating the experience-led enterprise - The Center Of Experience with Greg Kihlstrom 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, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked with some of the world’s top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria’s Secret, and Toyota. He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup. Relevant Links Episode Summary - The Top 3 Key Learnings Four Pillars of Transformation: Effective digital transformation hinges on integrating people, processes, platforms, and data. While technology matters, success ultimately depends on how well organizations address human and procedural challenges. Agile for Transformation: Agile methodologies can look different for every organization. Focus on principles like collaboration, adaptability, and delivering business value, rather than rigidly adhering to predefined methods. Return on Experience: Investing in customer and employee experiences yields measurable benefits, such as increased customer loyalty, higher lifetime value, and improved organizational efficiency. Chapters 00:00 Introduction and Guest Welcome 00:33 Greg Kihlström's Background and Career 01:55 Values Driving Professional Life 02:54 Digital Transformation Challenges 05:11 Measuring Return on Experience 09:23 Implementing Agile Methodologies 14:10 Practical Tips for Digital Transformation 16:47 AI in Digital Transformation 22:14 Future of Customer Experience 24:23 Conclusion and Final Thoughts Please, hit the follow button and leave your feedback: Apple Podcast: Spotify: 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: Podcast webpage: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/39774780

Truly AI Native Companies with Sebastian Graf 01/11/2026

Truly AI Native Companies with Sebastian Graf 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 codebases and run automated tests to ensure predictable behavior and regulatory compliance. Trust via cost and trials: Lower cost and stepwise use build trust; people try low-risk services first then adopt more. About Sebastian Graf Sebastian Graf describes himself as an engineer by profession, but an educator at heart. In his work as an engineer, he is driven by the belief that technology should lift everyone, enabling people to live extraordinary lives in extraordinary ways. He acknowledges that this is challenging in a world where many technologies are built with incentives that divide society, exploit the environment, and widen wealth inequality. Sebastian is committed to reversing these incentives. His mission is to empower imagination and drive the creation of a positive social, environmental, and technological future that he believes is entirely within reach. Sebastian's linkedin: Chapters: 0:00 - Intro 0:35 - Business Transformation Pitch Overview 1:09 - Sebastian Graf's Background and Expertise 2:39 - Sebastian's Mission with AI Native Companies 4:37 - Defining AI Native Companies 8:33 - Four Pillars of AI Native Companies 18:35 - Anthropic's Vending Machine Experiment 22:24 - Engineering Resilience in AI Native Companies 26:31 - Building Trust in AI Native Operations 30:47 - Quickfire Round and Closing Thoughts 34:45 - Key Takeaways and Final Reflections Resources: Please, hit the follow button and leave your feedback: Apple Podcast: Spotify: 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: Mostra meno /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/39683945

Redefining leadership at the intersection of transformation & technology with Fabian Ringwald - Live from Lead26 01/05/2026

Redefining leadership at the intersection of transformation & technology with Fabian Ringwald - Live from Lead26 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 and help cover leadership gaps. Use smart fast follower: Experiment early, then buy enterprise-ready solutions to avoid costly long-term build and maintenance. Summary: Fabian Ringwald is the CIO of a Swiss health insurance company. He says they have the most satisfied customers in the industry. He is also a board member at lead 26 and helps shape conference content and speaker selection. Outside work he runs ultra trails. He runs over 100 kilometers and gains more than 6,000 meters of altitude. These runs can take more than 20 hours and include day and night. Night is more challenging. The long runs teach self-leadership and a clear view of personal limits. Fabian argues that every leader has limits. He says hiding limits wastes energy because close colleagues already see them. He encourages leaders to share limits openly with their teams. Open discussion builds self-reflection and helps form a high performance team. Teams can then help fill leadership gaps. He highlights psychological safety as the key trait that separates good leaders from great leaders. He recommends starting small when opening up. Share a minor limitation first, set an example, and scale openness gradually over time. Fabian says AI is not the solution for everything. He explains generative AI is a statistical tool and is not suited for fully deterministic tasks. He sees strong potential in areas like detecting anomalies on MRI or CT images, but he warns against using generative AI for direct medical advice. His company follows a smart fast follower strategy: experiment early with startups, then adopt enterprise-ready solutions rather than build long-lived custom systems. To keep agility, get top-down alignment with the board and enable bottom-up experiments with LLMs or ChatGPT for hands-on learning. About Fabian Ringwald: CIO of SWICA - the leading Swiss health insurer with the most happy customers Prior: digital transformation in several different industries from freight railway (SBB Cargo), energy trading (BKW), consulting (Logica) to inustrial manufacturing (Siemens) and Ravensburger, the well known jigsaw puzzle company. Chapters: 0:00 - Intro 0:35 - CIO's Role in Health Insurance 1:12 - Leadership Lessons from Ultra Running 3:06 - Identifying Leadership Limits 4:21 - Creating Psychological Safety in Teams 5:37 - Taking Small Steps Towards Openness 7:40 - Insights from Conference Speakers 9:13 - Evaluating AI Applications in Leadership Resources Fabian Rinwald Linkedin: Please, hit the follow button and leave your feedback: Apple Podcast: Spotify: 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: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/39606230

#273: Redefining leadership at the intersection of transformation & technology with Stephan Siegrist 12/29/2025

#272: Different Beats Better: Branding That Sells Without Selling with David Brier 12/22/2025

#271: How BSI Software Builds the Future: Data, AI Agents and Digital Sovereignty with Markus Brunold 12/15/2025

#270: Why Human Voices Are the Secret to Digital Transformation with Alex Wunschel 12/08/2025

#269: School Needs a CX Makeover: Here is How with Leonard Sommer 12/01/2025

#269: School Needs a CX Makeover: Here is How with Leonard Sommer Leonard Sommer argues schools are stuck in an industrial model and kill creativity. He shares proven examples and methods to redesign student experience. Learn why culture, not curriculum, matters and how businesses can partner with schools to prepare future workers and protect human creativity in the AI era. About Leonard Sommer Since 2014, Leonard Sommer has been actively promoting creativity in education through the Classroom Thinktank e.V., a non-profit initiative he founded. He is also involved on a voluntary basis with several educational organizations, including Education Y (Board Member), Wir für Schule (Advisory Board), and DigitalSchoolStory (Brand Ambassador). Additionally, he is the initiator and curator of FUTUROMUNDO EDU, the International Future Festival of Learning. Leo is the author of the professional book “Wenn Schule auf Ideen bringt – 100 Kreative denken Lernen neu” (Vahlen Verlag, Munich). He is regularly invited as a keynote speaker and workshop facilitator on the topics of creativity in education and future-oriented learning. He has spoken or led workshops at various training programs, events, and global institutions. Resources FUTUROMUNDO : Please, hit the follow button and leave your feedback: Apple Podcast: Spotify: Follow Gregorio Uglioni on Linkedin: 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. /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/39167245

#268: AI Won’t Fix Bad CX But It Will Expose It with Rajat Chawla 11/24/2025

#267: Mastering CX and Digital Innovation: Global Insights 11/17/2025

#267: Mastering CX and Digital Innovation: Global Insights In this engaging episode Gregorio Uglioni welcomes Hussein M. Dajani, a visionary leader in customer experience and digital transformation. Hussein shares his journey through various leadership roles, highlighting his impactful work at Red Bull, Nissan, and Deloitte Digital. He discusses the importance of customer-centric strategies and the integration of technology to enhance customer experiences. Hussein dives into three significant transformation examples, starting with Red Bull’s innovative marketing campaign during the Felix Baumgartner space jump. He then shares the groundbreaking “She Drives” initiative at Nissan, which empowered female drivers in Saudi Arabia, and the “ShopAtHome with Nissan” program, which revolutionized the automotive customer experience during the COVID-19 pandemic. Throughout the conversation, Hussein emphasizes the role of data, personalization, and empathy in creating exceptional customer experiences. About Hussein M. Dajani Hussein M. Dajani is a transformative marketing, customer experience and AI leader redefining what it means to lead responsibly in the age of disruption. With 24+ years across industries and geographies, he fuses visionary thinking with operational rigor to build brands that grow, teams that scale, and strategies that deliver. Hussein is not just adapting to change — he’s driving it. A rare blend of CMO/CXO/CDO/CAIO mindset and CEO impact, he turns customer obsession into competitive advantage and emerging tech, especially AI, into measurable value. Whether leading digital revolutions or orchestrating brand relaunches, Hussein’s influence is felt across boardrooms, global stages, and the future of marketing itself. Resources Petromin Corporation : Please, hit the follow button and leave your feedback: Apple Podcast: Spotify: Follow Gregorio Uglioni on Linkedin: 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. /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/38833245

#266: The Heart Of Service: a Blueprint For Human-Centric Ai In Customer Service 11/10/2025

#265: Winning Leadership Buy-In: Aligning CX with Business Goals 11/03/2025

#265: Winning Leadership Buy-In: Aligning CX with Business Goals 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 true value of CX to drive profitability. This episode is a must-listen for anyone looking to bridge the gap between customer experience and executive buy-in. About Patty Soltis Over three decades of experience, Patty has been a practitioner, consultant, and analyst in CX. She led dysfunctional organizations through change management to profitability. She found significant financial benefits with more profitable sales and lower expenses using the CX discipline. Using customer-centric business strategies, Patty created customer centric cultures, advised organizations to adopt CX, and analyzed CX best practices. Patty started her career listening to the voice of the employee, learning more about the customer elevating customer experiences. Patty serves as a senior customer experience manager at Upwork. Patty was a principal analyst – CX for eMarketer/Insider Intelligence and a patient experience consultant for Moffitt Cancer Center. She was a consultant for several years working with both small and enterprise organizations. Patty worked in retail for 27 years. She was a VP/GM for Neiman Marcus, Marshall Fields, and Lord & Taylor. Patty is a CCXP, CX-PRO and was named a CX Influencer by CX Network in 2024 and CX Scoop in 2023. She is an active member of the CXPA where she led the writing of the Book of Knowledge, launched the FL CXPA network, serves as a leader on the FL network and the Regional Council. Patty is a member of Horizon CX Board of Advisors. Resources Upwork: Please, hit the follow button and leave your feedback: Apple Podcast: Spotify: Follow Gregorio Uglioni on Linkedin: 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. /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/38833065

#264: B2B or B2C: Time to Level Up in CX with Ben Phillips 10/27/2025

#263: People, Platforms, and the Truth About CX 10/20/2025

#262: Retail Reinvented: People, Platforms, and the Truth About CX with Melissa Moore 10/13/2025

#262: Retail Reinvented: People, Platforms, and the Truth About CX with Melissa Moore Melissa Moore shares real retail stories, training tips, and practical views on customer centricity, employee experience, AI, and TikTok shop. Listeners get honest lessons on execution, people-first leadership, and building consistent retail experiences across channels. About Melissa Moore Melissa Moore is an award-winning Retail Consultant and Educator with over 25 years’ retail experience. She founded The Retail Advisor consultancy to empower retailers and brands to reach their potential through sales growth and excellence in customer experience and was awarded the RETHINK Retail ‘Top Retail Expert’ 2024 & 2025. Melissa delivers retail training to an international audience by motivating teams to deliver sensational service through sales, standards and CX through her practical workshops. She lectures students at apprenticeship and undergraduate level in modules including contemporary retail issues, sales fundamentals and retail merchandising. As host of the award-winning Retail Tea Break podcast, Melissa brings together retailers, brands and global industry experts. Her aim is to decode myths, share knowledge and give her audience an insight into the retail industry. Covering topics including the latest retail trends, ecommerce, loyalty, physical stores, technology and AI, the podcast can be found on all major podcast platforms. Resources The Retail Tea Break: Please, hit the follow button: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/38455225

#261: Fans Favorite: Mastering Design Thinking: Igniting Innovation and Supercharging Transformation with Michael Lewrick 10/06/2025

#260: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success 09/29/2025

#260: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee experience (EX), and customer experience (CX). As the founder and CEO of CX Journey Inc., she helps organizations build strong, values-driven cultures that empower employees and drive exceptional customer experiences. With over 30 years of experience, Annette has worked with brands across industries to develop strategies that foster engaged employees, enhance customer relationships, and create long-term business success. She is passionate about ensuring that culture is the foundation for meaningful change, believing that fixing the culture fixes the outcomes. Annette is the author of multiple books, including Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business; and Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, which provide actionable frameworks for embedding culture, employee experience, and customer experience into business strategy. She is also a sought-after keynote speaker, sharing her expertise with audiences worldwide. A champion of culture-driven transformation, Annette serves as an advisor, mentor, and advocate for organizations looking to elevate their workplace environments, empower employees, and strengthen customer relationships. Recognized as one of the top influencers in the EX and CX space, she continues to shape the industry through her work, writing, and thought leadership. Resources CX Journey Inc.: Please, hit the follow button: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/38021510

#259: Leading High-Performing Teams: Simple Habits of Fearless Leaders: Nick James 09/22/2025

#258: Building the Future: AI, Avatars and the Power of Community 09/15/2025

#257: Toward a Post-Digital Society: Where Digital Evolution Meets People’s Revolution: Antonio Grasso 09/08/2025

#257: Toward a Post-Digital Society: Where Digital Evolution Meets People’s Revolution: Antonio Grasso Antonio Grasso offers invaluable perspectives for anyone looking to understand the intersections of technology, business, and society. By embracing a human-centric approach to digital transformation, businesses and individuals can prepare for a future where technology supports and enhances human endeavors. About Antonio Grasso is the Founder and CEO of Digital Business Innovation Srl, a thriving startup leading the way in artificial intelligence, the Internet of Things, blockchain, and cybersecurity. With over 40 years in information technology, Antonio’s role as an entrepreneur, author, mentor, and speaker has inspired countless individuals. His influence has been recognized with the prestigious award of Fellow of the Royal Society for the Encouragement of Arts, Manufactures, and Commerce (FRSA), reflecting his significant achievements in social progress and development. Antonio’s collaborations with major multinationals and public institutions have positioned him as a global influencer and visionary thinker. As an external expert and ambassador, his work with the European Commission on projects like Next Generation Internet and AI4EU – Artificial Intelligence for Europe is shaping the future of technology on the continent. Antonio’s passion for mentorship also extends to his role as an Accredited and Qualified Global Mentor for Startups and Scaleups by the World Business Angels Investment Forum, an affiliated partner of the G20 Global Partnership for Financial Inclusion (GPFI), committed to empowering global economic development. Resources Digital Business Innovation Srl: Please, hit the follow button: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/38021320

#256: Beyond the Theory: Creating Meaningful Experiences with Sam Stern 08/31/2025

#256: Beyond the Theory: Creating Meaningful Experiences with Sam Stern Sam Stern shares his unique perspective on bridging strategic insights with practical execution. He dives deep into the nuances of translating feedback into internal improvements at LinkedIn, highlighting the value of member voices in shaping user-centric solutions. Sam underscores the importance of emotional memory in customer experience design, emphasizing that people remember how moments felt more than they recall the details. Drawing inspiration from psychological principles like the Peak-End Rule, he illustrates how LinkedIn designs experiences that create memorable moments during major career milestones—such as job changes or layoffs—strengthening user engagement and loyalty. Sam also shares how service design has enabled closer collaboration with product teams, allowing for a more systemic impact on the user journey. Another key topic discussed is the evolving role of AI in customer experience. Sam foresees a future where AI agents become integral collaborators, requiring human oversight and ethical consideration. He advocates for creating seamless, emotionally resonant experiences by blending technology with thoughtful design. Throughout the conversation, he stresses the critical need to speak the language of stakeholders internally to drive alignment and sustainable change—an often-overlooked element in transformation efforts. The Top 3 Key Learnings 1. Design for Memory, Not Just Interaction: Customers don’t remember every moment—they remember how the experience made them feel. Designing for emotional peaks during key life events (like job transitions) creates lasting loyalty. 2. Speak the Language of Your Stakeholders: Internal success depends on your ability to frame CX improvements in terms others care about. Building trust and using stakeholder-relevant language is essential to gain traction. 3. Service Design Enables Systemic Impact: By combining CX principles with service design tools like journey maps and blueprints, teams can align better with product and operational functions to deliver holistic, integrated solutions. About Sam Stern Currently, Sam leads the Service Design team at LinkedIn, responsible for creating delightful experiences for the platform's 1 billion members and customers. He has also created 3 LinkedIn Learning courses on Customer experience enjoyed by more than 100,000 learners to date. Sam has his own podcast, CX Patterns, which you can find on any of your favorite podcast hosting platforms. Previously, Sam started a customer experience team for the sneaker company New Balance, and before that was a CX analyst at Forrester Research, covering customer-centric culture, employee experience, and CX governance, and working with past CX Goalkeeper guests like Maxie Schmidt, Bruce Temkin and Natalie Petouhoff. Resources LinkedIn: Please, hit the follow button: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/37578045

#255: Fans Favorite: Bridging the Human Gap: Navigating B2B Sales Strategies with Jim Rembach 08/24/2025

#255: Fans Favorite: Bridging the Human Gap: Navigating B2B Sales Strategies with Jim Rembach We deep dive into the interplay between artificial intelligence (AI) and human interaction in B2B sales environments. Our discussion traversed through the significance of forward-thinking, the essence of understanding customer needs, and the pivotal role of differentiation in today’s competitive market. We unravel the nuances of fostering meaningful connections in the B2B landscape, and explore actionable takeaways to enhance your customer engagement and boost sales growth. The episode sheds light on the indispensable human element that drives authentic customer experiences and ultimately, business success. About Jim Rembach Jim Rembach is a seasoned expert in the realms of B2B Sales Strategies and Customer Experience, bringing a wealth of knowledge and a human-centric approach to the table. With a strong emphasis on building meaningful connections in the business sphere, Jim challenges conventional methods by advocating for a deeper understanding and engagement with customers. His perspective, rooted in the belief that genuine human interactions are a cornerstone for success in the B2B landscape, provides a fresh and much-needed take on how businesses can navigate the complex waters of sales and customer satisfaction. Through his insightful narratives, Jim encapsulates the essence of creating value not just for businesses but for the customers they serve, shedding light on the path towards sustainable growth and meaningful business relationships. Resources Call Center Coach: Please, hit the follow button: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/37577970

#254 Winning Inside to Win Outside: The EX-CX Connection with Francesca Di Meglio 08/17/2025

#254 Winning Inside to Win Outside: The EX-CX Connection with Francesca Di Meglio How do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX. It’s a masterclass in real leadership in the age of AI. The Top 3 Key Learnings 1. EX is the foundation of CX — Happy, trusted employees create better customer outcomes. The inside always reflects outside. 2. Trust and flexibility drive performance — Remote work isn’t the enemy. When employees feel trusted and supported, they deliver more. 3. Relationships are your new currency — In a world shaped by AI, human connection is what sets you apart. About Francesca Di Meglio Francesca Di Meglio is a veteran writer, reporter and editor. Currently, she is the editor of HR Exchange Network and CX Network and a producer at PEX Network, all part of IQPC Digital. In 2024, she won the Innovator of the Year award from IQPC Digital for her work in building community roundtable and breakout sessions. Earlier in her career, for nearly a decade, she worked for the award-winning business schools rankings team at Bloomberg Businessweek. She has written the book Fun with the Family New Jersey (Globe Pequot Press, 2012). Resources CX Network : Please, hit the follow button: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/37577905

#253: Fans favorite: Mastering Digital Transformation with Marcus Köhnlein 08/10/2025

#252: It’s Not Just Tech: Why People Drive Real Transformation with Bernd Ziethen 08/03/2025

#252: It’s Not Just Tech: Why People Drive Real Transformation with Bernd Ziethen In this episode, we explore the truth behind real transformation with Bernd Ziethen, an experienced CEO, HR consultant, and headhunter. Bernd shares that while technology is advancing fast — especially with AI — true business success depends on leadership, culture, and human connection. He explains that even the best tech tools will fail without strong people and trust behind them. Bernd draws a powerful parallel between business transformation and mergers, where up to 70% fail due to cultural misalignment. He stresses that transformation is not just about strategy or tech—it’s about how leaders engage people through empathy, honesty, and listening. He explains that leadership today means being open, embracing rapid change, and genuinely liking people. “To lead others,” Bernd says, “you must first like yourself.” He also shares behind-the-scenes tips from his experience as a top-level headhunter. Cultural fit, he emphasizes, can’t be measured only with numbers. It requires emotional intelligence, deep listening, and understanding personal goals. His approach to hiring goes beyond resumes—he spends time understanding if a leader aligns with company values and if both sides are willing to invest in the relationship. The Top 3 Key Learnings 1. People Are the Core of Transformation: Technology is a tool, but success depends on building trust and leading with empathy. 2. Leadership Is Listening: Today’s leaders must be open-minded, self-aware, and comfortable not having all the answers. 3. Cultural Fit Drives Success: In hiring and transformation, matching values and communication styles is critical — not just hard skills. About Bernd Ziethen As a Leadership Architect, Bernd combines executive mentoring and executive search – practice-oriented, analytically sound, and backed by deep industry expertise. He supports leaders in their personal development – and help companies find exactly these kinds of leaders. With compelling direct outreach and an honest message. As a senior executive search consultant, he supports managers in their personal growth and companies in filling key positions with precision. With 30 years of industry experience, sound diagnostics, and clear direct outreach, Bernd brings together what truly drives impact: Leadership that enables transformation. Resources Bernd Ziethen - Management Minder: Please, hit the follow button: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/37577785

#251: Fans favorite: Mastering the Art of Customer Experience: Insights from the CEO of the CXPA 07/27/2025

#251: Fans favorite: Mastering the Art of Customer Experience: Insights from the CEO of the CXPA Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and aligning internal operations to consistently deliver value across all touchpoints. He also stresses the need for cross-functional collaboration and leadership that models CX priorities. When hiring, Melia looks for individuals who demonstrate storytelling ability, problem-solving, and ownership—key traits for driving cultural transformation. His approach reinforces the idea that sustainable CX excellence requires intentional system design, emotionally intelligent talent, and unified leadership around customer-centric goals. About Greg Melia At the helm of CXPA, my focus revolves around championing the global customer experience profession through strategic communications and community building, honed over five transformative years in leadership. Our organization thrives on CX certification, publications, and community that empower customer experience professionals to excel. Resources Customer Experience Professional Association: Please, hit the follow button: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/37534105

#250: Jumpstart Your Workplace Culture 07/20/2025

#250: Jumpstart Your Workplace Culture What does it take to create a workplace where people thrive, expectations are high, and trust is real? In this episode, Eric Stone shares practical advice from his book Jumpstart Your Workplace Culture. From leadership values to employee development, you’ll walk away with powerful tools to transform your organization. The Top 3 Key Learnings 1. Culture is the catalyst for execution — Strong relationships, clear communication, and the right tools empower teams to perform at a high level. 2. Training must be practical and continuous — Combine corporate learning with real-time coaching to drive real growth. 3. Accountability builds trust when done right — Set expectations, provide support, and use accountability as a tool to grow, not to punish. About Eric Stone ERIC D. STONE’S passion for business led him to an influential twenty-six-year career at the iconic rental car company Enterprise Holdings, where he quickly became one of the most decorated Regional Vice Presidents in the company’s history. His ability to connect and motivate employees from all different generations and demographics allowed his teams to sustain top-level results and a culture of pride. Eric attributes much of this success to his ability to create, ignite, and sustain a high-performance culture—one that enabled him to lead his teams through challenges like 9/11, the Great Recession, the COVID-19 pandemic, and the Great Resignation—along with an extraordinary ability to adapt to the unexpected and help others do the same. Eric is the author of the award-winning book Jumpstart Your Workplace Culture and an international speaker on leadership, employee engagement, and creating high-performance organizations. He retired from Enterprise in 2018 and founded Clear Path Ventures, which specializes in guiding young professionals and businesses as they navigate their path to success. The two awards the book has received thus far are The Pinnacle and The International Book Awards. Resources Clear Path Ventures: Please, hit the follow button: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/37456850

#249: Fans favorite: Leading a Human-Centric Digital Transformation 07/13/2025

#249: Fans favorite: Leading a Human-Centric Digital Transformation In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it’s not just about technology; it’s about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be enablers rather than solutions looking for problems. But it’s not just about the ‘what’ and the ‘how’; it’s also about the ‘who.’ Roy talks about the role of culture in a company’s digital transformation journey and how it can make or break the strategy. He also discusses the importance of customer involvement, stating that customers are often the ones leading digital transformation. About Roy Aktinson Roy Atkinson is a luminary in the fields of customer service, customer experience, and digital transformation. With years of experience and a deep understanding of how technology and people intersect, Roy brings a unique blend of strategic vision and practical advice to the table. He has been a keynote speaker at numerous industry events, sharing his insights on the importance of focusing on the human element in digital transformation. Known for his thought-provoking perspectives, Roy is not just an expert but a catalyst for change, challenging businesses to rethink their strategies and cultures to stay ahead in a rapidly evolving landscape. Resources Clifton Butterfield LLC: Please, hit the follow button: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/37388730

The Customer Experience World Games 2025 with Tom DeWitt 07/09/2025

Evolving Personalization: The Secrets to Staying Ahead in CX 07/07/2025

Evolving Personalization: The Secrets to Staying Ahead in CX In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. _ Do you think personalization ends with using your name? Think again. In this episode, Dr. Emmanuel Manyonganise unveils the secrets of hyper-personalization in customer experience and how businesses can stay ahead by turning data and AI into powerful engagement tools. This is a must-listen for CX professionals aiming for true transformation. Follow Emmanuel: The Top 3 Key Learnings Hyper-personalization goes beyond marketing. It must include support, problem resolution, and full journey engagement. A strong data culture is key. Centralized platforms, AI integration, and cross-departmental collaboration are crucial. Start small, but start now. Experimentation and a mindset of continuous learning are the fastest paths to progress. Chapters 00:00 Introduction to CX Goalkeeper Podcast 00:27 Upcoming CCW Europe Summit 2025 01:11 Guest Introduction: Emmanuel Man 01:49 Evolving Personalization in Customer Experience 02:19 Emmanuel's Career Journey and Values 06:09 Understanding Basic Personalization 09:48 Transitioning to Hyper-Personalization 14:09 Examples of Successful Personalization 17:50 Future Trends in Hyper-Personalization 20:10 Advice for Leaders on Personalization 21:16 Conclusion and Final Thoughts Keywords: customer experience, CX, personalization, hyper-personalization, AI in CX, data culture, customer data platform, CX leadership, CX strategy, digital transformation, Emmanuel Manyonganise, CX podcast, customer journey, personalization in banking, CX trends 2025, CX Goalkeeper, Gregorio Uglioni Follow & Subscribe to the CX Goalkeeper Podcast: Podcast Page: Apple Podcast: Spotify: We’d love to hear your thoughts — leave a comment or share your feedback! /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/37375625

Business Transformation Pitch with The CX Goalkeeper

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