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.
Latest episodes
Jan 16, 2023 • 28min
Machine Customer with James Dodkins
The CX Goalkeeper had the great opportunity to interview James Dodkins LinkedIn Headline: Customer Experience Rockstar 🤘 | CX Evangelist @ PEGA 🦄 | International Keynote Speaker 🌍 | Highlights: 00:00 Game Start 00:38 James' introduction 01:54 James' values 02:58 Customer Machine 04:17 Best Practices 06:13 A time question 13:12 Four main type of customer company interactions 15:35 Empathy among machines? 17:12 How to prepare for the future 20:31 James' preferred example for a customer machine 22:08 The future of CX 23:05 Book Suggestion 23:55 James Contact Details 24:06 James' Golden Nugget and much more on https://www.cxgoalkeeper.com/JamesDodkins2 ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership
Jan 9, 2023 • 34min
Digital Transformation with Francesco Brenna
The CX Goalkeeper had the great opportunity to interview Francesco Brenna LinkedIn Headline: Senior Partner & VP at IBM Consulting. AI & Analytics Leader EMEA. Global Leader Azure Data & AI Highlights: 00:00 Game Start 00:39 Francesco's Introduction 02:32 Francesco's values 03:56 The acceleration of digital transformation 06:42 The "burning" topics 08:14 A lot of talking, but... 11:03 Agility - Business Agility and not only IT agility 13:31 Data, data and data 16:03 The skills war 19:05 The people leader suggestions 22:40 A great solution delivered 25:00 General purpose AI 28:21 The future 31:10 Book Suggestion 32.06 Contact Details 32:30 Francesco's Golden Nugget and much more on https://www.cxgoalkeeper.com/FrancescoBrenna ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership
Jan 2, 2023 • 33min
A Complaint Is a Gift with Janelle Barlow
The CX Goalkeeper had the great opportunity to interview Dr. Janelle Barlow LinkedIn Headline: Founder, A Complaint Is a Gift Highlights: 00:00 Game Start 01:18 Janelle's career highlights 02:50 Janelle's values 04:37 how do you define a complaint? 07:24 Legitimate complaints 10:30 Feedback 12:41 Reducing complaints to zero. does it make sense? 15:22 Skills required to handle complaints 17:30 Physical and digital complaints handling 25:55 The Future of Complaints 27:47 Janelle's book suggestion 29:33 Janelle's contact details 30:38 Janelle's Golden Nugget and much more on https://www.cxgoalkeeper.com/JanelleBarlow ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership
Dec 26, 2022 • 31min
The New Customer Experience Management with Ivo Yorgov
The CX Goalkeeper had the great opportunity to interview Ivo Yorgov LinkedIn Headline: Managing Director at GemSeek Highlights: 00:00 Game Start 01:10 Ivo's Introduction 02:46 Ivo's values 05:16 Ivo's book: The New Customer Experience Management 09:22 Proactive and personalized framework philosophy 14:09 Co-creation 16:35 Examples of great CX 21:29 ideal profile of a productive company. 23:46 The future of CX 25:55 Book Suggestion 27:19 Ivo's Golden Nugget and much more on https://www.cxgoalkeeper.com/IvoYorgov ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership
Dec 19, 2022 • 38min
Customers know that you suck with Debbie Levitt
The CX Goalkeeper had the great opportunity to interview Debbie Levitt LinkedIn Headline: The Mary Poppins of CX/UX. ☂️ I fly in, find & solve problems, transform companies & teams, and sing a few songs. Strategically combining customer-centricity with Agile & Lean. Highlights: 00:00 Game Start 01:49 Debbie's introduction 03:09 Debbie's value 05:09 CX is the table 06:49 What makes companies customer centric. And how do you define customer periphery? 09:14 Customer obsessed. what does it really look like for users? 12:37 Where can Customer Journeys Map help or hurt? 17:12 Why do customer experience programs fail so often? 24:00 Agility & CX 29:33 The one chapter 32:33 Debbie's book suggestion 35:02 Debbie's contact details 35:49 Debbie's Golden Nugget and much more on https://www.cxgoalkeeper.com/DebbieLevitt ABOUT ME: https://www.cxgoalkeeper.com SUPPORT: Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeper SPONSORING: Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn #cxgoalkeeper #customerexperience #podcast #leadership #cxisthetable
Dec 12, 2022 • 37min
Hospitality with Alec Dalton
CX Goalkeeper had the great opportunity to interview Alec Dalton LinkedIn Headline: At Your Service ... Service Operations Consultant | Best-Selling Author | "Top 20 Hospitality Executives to Watch in 2022" Highlights: 00:00 Game Start 00:36 Alec's Introduction 03:29 Alec's Values 05:08 What's the status of customer experience in hospitality? 11:09 Best practices 12:52 It's not rocket science 15:57 Alec's best experience during his last trip 19:44 Common mistakes to avoid 23:25 Quality Management 27:16 How will hospitality evolve 30:15 The future of CX 32:31 Alec's book suggestion 33:49 Alec's contact details 34:09 Alec's Golden Nugget and much more on https://www.cxgoalkeeper.com/AlecDalton #hospitality #cxgoalkeeper #customerexperience #podcast #leadership
Dec 5, 2022 • 33min
Brand Experience with Deirdre Martin
The CX Goalkeeper had the great opportunity to interview Deirdre Martin LinkedIn Headline: Website & Marketing Strategies that actually work | Clarify your brand’s message | StoryBrand Certified Guide | Customer Experience Coach/Trainer | EQ Certified | Sales & Performance Coach| Best-Selling Author Highlights: 00:00 Game Start 00:33 Deirdre's introduction 01:21 Deirdre's values 03:04 Banding definition 07:13 Why is branding so important? 12:24 Preferred examples 19:24 Where to start 21:34 what was the impact of COVID-19 to branding? 24:04 which are the biggest mistakes that companies are doing in relation to branding 26:23 In 10 years time from now, what we're discussing about in relation to customer experience 28:52 Deirdre's book suggestion 30:39 Deirdre's contact details 31:01 Deirdre's golden nugget and much more on https://www.cxgoalkeeper.com/DeirdreMartin #cxgoalkeeper #customerexperience #podcast #leadership #branding
Nov 28, 2022 • 29min
Human interactions have evolved… so should your contact centre! with Anand Janefalkar Founder & CEO UJET - E102
The CX Goalkeeper had the great opportunity to interview Anand Janefalkar LinkedIn Headline: Founder & CEO at UJET Highlights: 00:00 Game Start 00:53 Anand's intro 02:23 Anand's values 04:55 UJET.cx 11:07 human interaction has evolved. So Should your contact centre 12:44 Proactive Services 16:11 The role of Cloud 23:35 The Future of CX 25:58 Anand's book suggestion 27:17 Anand's contact details 27:29 Anand's Golden Nugget and much more on https://www.cxgoalkeeper.com/ujet #cxgoalkeeper #customerexperience #podcast #leadership
Nov 21, 2022 • 34min
The Experience Economy with Joe Pine
The CX Goalkeeper had the great opportunity to interview Joe Pine LinkedIn Headline: Speaker, management advisor, and author of such books as The Experience Economy, Infinite Possibility, Authenticity, and Mass Customization. Highlights: The progression of the economic value Mass Customization Measuring memorabilities The future of CX Joe's Golden Nugget and much more on https://www.cxgoalkeeper.com/JoePine
Nov 14, 2022 • 43min
Customer Science with Colin Shaw
The CX Goalkeeper had the great opportunity to interview Colin Shaw LinkedIn Headline: Global Influencer in Customer Experience & Marketing | Financial Times Award For Leading Consultancy For Last 4 Years | Host of 'The Intuitive Customer' in Top 5% | Best-selling Author x 7 | Conference Speaker Highlights: 00:00 Game Start 00:51 Colin's introduction 06:19 Colin's values 08:31 The customer satisfaction index 09:56 No single silver bullet in customer experience 11:04 Customer Science 15:29 Data 21:49 Behavioral science 31:08 Artificial Intelligence 35:44 An example: Apple 37:19 The Future of CX 38:40 Colin's book suggestion 40:04 Colin's contact details 41:08 Colin's Golden Nugget and much more on https://www.cxgoalkeeper.com/ColinShaw #cxgoalkeeper #customerexperience #podcast #leadership #artificialintelligence #data #customerscience #behaviouralscience
