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.

#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

Fan Favorite: Recalibrating Leadership for the Infinite Game 06/30/2025

Fan Favorite: Recalibrating Leadership for the Infinite Game 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!. Today’s Fan Favorite is exceptional as we deep dive into the critical role of leadership in shaping exceptional customer experiences. I had the honor of engaging in a thought-provoking conversation with Diane Magers, a luminary in both the Customer Experience (CX) and leadership domains. Diane’s extensive background and insights offer a unique perspective on how effective leadership can be the linchpin in driving business transformation and elevating customer experience. We explore the symbiotic relationship between leadership and customer experience, discussing strategies, best practices, and actionable insights. About today’s guest – Diane Magers: Diane Magers is a visionary thought leader in the fields of Customer Experience and Leadership. With a career spanning multiple industries and a focus on driving organizational change, Diane brings a unique blend of practical experience and academic insight to the table. Known for her emphasis on human-centric approaches, she advocates for integrating customer experience into every facet of an organization’s operations. Her perspectives on resilience, emotional intelligence, and what she calls an “Experience Operating System,” make her a sought-after expert, offering invaluable insights for businesses aiming for sustainable success. Chapters: 00:00 Start 00:36 Meet Diane Magers 01:54 Personal Values 03:27 The Importance of Preparation 04:11 Evolution of Leadership 07:05 Challenges in Organizational Change 09:21 Adapting to Change 12:06 Critical Leadership Qualities 15:19 Real-world Leadership Examples 18:35 Overcoming Cultural Barriers 22:20 Learning from Failure 25:45 Golden Nuggets 27:30 Contact Details 28:50 Closing Remarks Main Topics discussed: The Essence of Leadership Resilience in Leadership The Human Element in Leadership The Future of Customer Experience Follow & Subscribe to the CX Goalkeeper Podcast: 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/37375630

The Customer Experience World Games 2025 with Michael Brandt 06/25/2025

Aha! Moments That Change Everything 06/23/2025

Aha! Moments That Change Everything 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!. - What if your biggest setback could spark your biggest insight? In this episode, Darshan Mehta shares powerful “aha” moments that shaped his life, career, and even the launch of his restaurant. You’ll discover how insights are hiding in plain sight — if you know where to look. About the Guest Darshan was born in India and raised in the US. He has been coming to Thailand every year since 1989 to teach in the Master’s in Marketing (MIM) program at Thammasat University. In 2020, he moved to Thailand and founded three Thai companies, iResearch (SaaS software), Aha Brands (F&B) and Aha Enterprise (construction) and a non-profit Big Mango. His entrepreneurial spirit stems from starting his own branding and marketing consultancy to help others for more than twenty-five years to grow their business and thrive. In February 2024, he opened Carmina on Sukhumvit Soi 20 to introduce a symphony of Modern Latin cuisine to Bangkok. Drawing upon his years of strategy experience, Darshan is also the author of a best seller titled, “Getting to Aha! Why Today’s Insights Are Tomorrow’s Facts,” to help business leaders understand and leverage changing consumer preferences. In addition to his full-time business roles, Darshan has taught in the US, Sweden, and in Thailand. He a has traveled to more than 90 countries. Forbes Magazine recently featured Darshan has one of 9 CMOs to watch. You can follow Darshan on his podcast, Getting to Aha!, Relevant Links The Top 3 Key Learnings Aha moments are insights that reveal deep truths — they often come from combining facts, trends, and emotion. Talking to customers is essential — the most valuable ideas are found through real conversations and listening for pain points. Evoking emotion in business drives exponential impact — when you move customers emotionally, they come back and bring others. Chapters 00:00 Introduction to CCW Europe Summit 2025 01:15 Welcome to the CX Goalkeeper Podcast 01:51 Guest Introduction: Meet Darshan 02:27 Values Driving Professional Career 04:08 Defining Aha Moments 05:54 Restaurant Business Insights 08:48 The Power of Insights and Market Research 15:57 Artificial Intelligence and Future Trends 20:25 Golden Nugget and Conclusion Follow & Subscribe to the CX Goalkeeper Podcast: 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/37375640

The Customer Experience World Games 2025 with Thulani Ncube 06/18/2025

Revisited: Unleashing the Power of Experience Management 06/16/2025

Revisited: Unleashing the Power of Experience Management 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!. _ It was an absolute pleasure to have , one of the founders of customer experience and a leading figure in the field, on the CX Goalkeeper Podcast. Bruce's vast experience and insights into customer experience, transformation, and leadership are truly inspiring. Bruce currently leads the Qualtrics XM Institute and has been focusing on customer experience and employee experience for a long time. He has a deep understanding of how people think and feel in different contexts, whether they’re customers, employees, colleagues, partners, fans, or patients. His mantra, "Experience matters, because people matter," is a testament to his dedication to improving experiences for all. Episode Chapters 00:00 Game Start 01:09 Bruce Temkin introduces himself 02:01 Bruce shares the values that drive his life 03:50 Discussion on Experience Management 06:44 The difference between CX and XM 08:37 Bruce shares the six laws of Experience Management 14:33 Bruce's favorite law of Experience Management 16:11 Key leadership lessons from Bruce's career 21:04 Bruce's vision for the future of Experience Management 30:02 How to contact Bruce 30:39 Bruce's golden nugget Deep Dive into the Discussion Understanding Experience Management The Difference Between CX and XM The Six Laws of Experience Management Every interaction creates a personal reaction, People are instinctively self-centered, Customer loyalty is about emotions, Customer feedback isn't enough, Unengaged employees don't create engaged customers, and Operational silos can cause bad customer experience. Key Leadership Lessons from Bruce's Career Bruce's Vision for the Future of Experience Management Follow & Subscribe to the CX Goalkeeper Podcast: 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/37375650

The Customer Experience World Games 2025 with Neal Topf 06/11/2025

Governance for CX Success: Uniting Teams and Tech for Seamless Collaboration 06/09/2025

Governance for CX Success: Uniting Teams and Tech for Seamless Collaboration 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!. _ Want to know the real reason why CX efforts fail — and how to fix them? In this episode, Eric Smuda reveals why strong governance is the secret to driving CX success. Learn how uniting teams and technology can boost growth, eliminate silos, and create powerful customer experiences. About the Guest Eric Smuda has built a distinguished career based on the belief that taking care of customers to drive organic growth is the most reliable way to help companies succeed. In his various roles, he has focused on translating the voice of the customer into operational improvements, new product and service introductions, and transformational customer experiences that have led to market share, revenue and profitability growth. The list of companies he has worked for as a CX leader or consultant represents some of the most well-known brands in the world: Hertz, Avis Budget, Hewlett Packard, Walgreens, Humana, Mattress Firm, Duke Energy and TopGolf, among others. He is currently the Chief Experience Officer (CXO) for Likewize, a device protection company in Dallas, Texas. Relevant Links The Top 3 Key Learnings Governance Drives Growth: Governance connects silos and creates shared accountability — making sure every team is aligned to meet customer needs. People Over PowerPoints: Real CX change happens when leaders collaborate in person, share goals, and build trust — not just through frameworks. Tech is a Partner, Not a Replacement: AI and digital tools must enhance human roles, not replace them. The balance between tech and people is key to future CX success. Chapters 00:00 Introduction and Guest Welcome 01:12 Eric's Background and Values 03:47 Importance of Governance in CX 05:20 Creating Effective Governance Frameworks 09:47 Addressing Resistance and Building Trust 11:43 Future of CX: Technology and Human Collaboration 17:31 Conclusion and Final Thoughts Keywords: customer experience, CX governance, Eric Smuda, CX Goalkeeper, cross-functional collaboration, digital transformation, customer journey, seamless customer experience, AI in CX, servant leadership, CX podcast, Gregorio Uglioni, governance frameworks, customer-centric growth, tech and human collaboration, breaking silos, customer insights, 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/37375660

The Future of Aged Care: How Ohana is Changing Home Healthcare 06/02/2025

The Future of Aged Care: How Ohana is Changing Home Healthcare This episode is a powerful conversation with Peter Nicholson about transforming home healthcare through Ohana. Discover how his personal mission and professional background are creating real change in aged care, training caregivers with purpose, and helping older adults live with dignity. About the Guest Peter Nicholson is Managing Director of ALTKEA, a global healthcare consultancy. For five years, he was responsible for the global business development function of Dermavant Sciences GmbH and was GM of its Swiss affiliate before the company was acquired by Organon. Prior to that, he was responsible for the global strategy and business development functions at Galderma (Nestlé / L’Oréal), and before that at Mentor (Johnson & Johnson) and Inamed (Allergan), where he led the groups responsible for strategic partnerships, licensing agreements, acquisitions, joint ventures, divestitures and out-licensing. He spent six years at Amgen working in product development, investor relations and product licensing roles created the company’s corporate venture capital program. He became aware of issues in elder care through his parents’ health decline and co-founded of OHANA HEALTH, a social impact company focused on professionalizing the vocation of caregiving to upskill workers and empower them to provide person-centered care for older adults while lowering the burden on healthcare budgets. Relevant Links: The Top 3 Key Learnings Empowering Caregivers Is Essential: Proper training and support for caregivers improve both job satisfaction and patient outcomes. Technology and AI Can Elevate Aged Care: Personalized learning paths and care planning tools help caregivers and healthcare systems work more effectively. Aging with Dignity Is a Human Right: By rethinking aged care, society can provide more respectful, informed, and compassionate support for the elderly. Chapters 00:00 Introduction and Guest Welcome 01:22 Guest Introduction: Peter Nicholson's Background 03:09 Values Driving Professional Life 04:16 The Origin and Meaning of Ohana 05:05 Challenges in Aged Care and Demographic Shifts 07:18 Inspiration Behind Ohana and Its Mission 11:55 Innovative Training and Workforce Development 23:21 Future Vision and Global Expansion 27:26 Conclusion and Final Thoughts Follow & Subscribe to the CX Goalkeeper Podcast: - 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/37375665

Revisited: Never Lose an Employee Again with Joey Coleman 05/26/2025

Revisited: Never Lose an Employee Again with Joey Coleman We are revisiting one of the most downloaded episodes of the CX Goalkeeper Podcast; we were joined by Joey Coleman, an expert in customer experience and the author of "Never Lose an Employee Again." This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both. Top 3 Key Takeaways Employee Experience as a Recruiting Tool: Companies can differentiate themselves in the job market by focusing on meaningful and unique employee benefits. The perks should not only be attractive but also reflective of the existing employee base. The Human Aspect in Leadership: Connecting emotionally and personally with your employees can go a long way in fostering a positive work environment. This connection makes the journey towards achieving business goals more cohesive and enjoyable. The Power of Empathy: As Joey's "Golden Nugget" suggests, "There's always an opportunity to treat humans as humans and to form personal and emotional connections... The best way to create these connections is through empathy." Joey Coleman: Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he collaborates with organizations worldwide, ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His two books have received critical acclaim, and both were instant Wall Street Journal bestsellers. Never Lose a Customer Again offers strategies and tactics for turning one-time purchasers into lifelong customers, and his newest book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he’s spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his fantastic wife and two young sons. Contact Details: With insightful observations and actionable advice, this episode is a must-listen for anyone seeking to enhance their company’s customer and employee experiences. Follow, rate, and review the podcast. - Apple Podcast: http://cxgoalkeeper.com/apple - Spotify: http://cxgoalkeeper.com/spotify /episode/index/show/3df0fa12-41df-4a82-9d39-12273ca65a1f/id/37375670

Business Transformation Pitch with The CX Goalkeeper

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