Business Transformation Pitch with The CX Goalkeeper
Gregorio Uglioni
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.
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.
Episodes
Mentioned books
Apr 24, 2023 • 31min
Mastering the Art of Customer Experience: Insights from the CEO of the CX Professional Association with Greg Melia
The CX Goalkeeper had the great opportunity to interview Greg Melia LinkedIn Headline: CEO at Customer Experience Professionals Association (CXPA) Highlights: 00:00 Game Start 00:38 Greg Melia's Introduction 02:58 Greg Melia's Value 04:18 The roots of the CXPA 07:43 Focusing on the Customer and not on definitions 11.02 Connecting with the outside world 16:09 Purpose led companies 18:26 Culture 20:40 CX Day 24:23 The Future of CX 27:36 Contact Details 29:28 Greg's Golden Nugget and much more on https://www.cxgoalkeeper.com/GregMelia 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
Apr 17, 2023 • 36min
Are You Listening To The Whole Picture? with Nick Lygo-Baker
The CX Goalkeeper had the great opportunity to interview Nick Lygo-BakerAre You Listening To The Whole Picture with Nick Lygo-Baker - E122 from Customer Experience 3 by Writing MattersLinkedIn Headline: CX Strategy and Transformation - Chief Customer Experience Officer. Fine Tuning Customer and Employee Experience to Drive Business Performance Improvement. #CXMechanicHighlights:00:00 Game Start00:40 Nick's introduction01:43 Nick's values02:34 Listening to customers05:31 Every customer is different07:32 Five voices12:52 Voice of the Market14:52 Voice of The Customers - Best practices17:50 Voice of The Employees - Best practices24:34 Bringing all the pieces together28:40 The Future33:28 Book Suggestion34:50 Golden Nuggetand much more on https://www.cxgoalkeeper.com/NickLygoBakerABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership
Apr 10, 2023 • 33min
Unlocking the Return On Investment of Customer Experience: Making the Business Case with Jessica Noble (mini-series 3/3)
Unlocking the ROI of CX - Making its Business Case The CX Goalkeeper had the great opportunity to interview Jessica Noble LinkedIn Headline: Transformation Strategy & Execution | Organizational Change & Org Design | Customer & Employee Experience | C-level Advisor | Author | Speaker | MBA, CCXP, PMP, MCP | Highlights: 00:00 Game Start 01:06 Jessica's Introduction 02:57 Jessica's Values 03:56 Profit Margins 05:39 Return On Investment ROI 06:46 How to quantify it 9:36 Heroes vs. It depends 11:25 Too many options 15:24 A good example 16:52 It's not possible to measure everything 21:45 Communication 26:13 Future 29:02 Book Suggestion 31:19 Jessica's Golden Nugget and much more on https://www.cxgoalkeeper.com/JessicaNoble 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
Apr 3, 2023 • 40min
Unlocking the Return On Investment of Customer Experience: Making the Business Case with Faran Niaz (mini-series 2/3)
The CX Goalkeeper had the great opportunity to interview Faran Niaz LinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder-CX FUTURE | Awards JUDGE | Motivation & KEYNOTE Speaker Highlights: 00:00 Game Start 01:12 Faran's introduction 02:15 Faran's values 04:12 Return On Investment 08:04 Return On Experiences 09:59 Leadership Experience 17:45 Measuring it 25:52 Communicating within the company 32:39 The Future 35:57 Book Suggestion 37:11 Contact Details 37:52 Faran's Golden Nugget and much more on https://www.cxgoalkeeper.com/FaranNiaz3 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
Mar 27, 2023 • 30min
Unlocking the Return On Investment of Customer Experience: Making the Business Case with Hrushi Kulkarni (mini-series 1/3)
The CX Goalkeeper had the great opportunity to interview Hrushi KulkarniLinkedIn Headline: XM Scientist | ex-CXPA Regional Council Member | CXAD (Dip) | Certified CX Practitioner | Storyteller | Speaker | Trainer | MBAHighlights:00:00 Game Start00:35 Hrushi's introduction02:23 Hrushi's values03:12 Why is ROI important?05:09 How to quantify ROI?09:30 It's not always about money12:21 Proving the importance of CX13:16 Communicating the value16:04 Collaboration19:28 How to get the "GO"24:14 The future26:11 Book Suggestion27:21 Contact Details27:57 Hrushi Golden Nuggetand much more on https://www.cxgoalkeeper.com/HrushiKulkarniABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #returnoninvestment #transformation
Mar 20, 2023 • 38min
Harnessing Agility for Customer Experience Success with Lee Houghton (miniseries 3/3)
The CX Goalkeeper had the great opportunity to interview Lee HoughtonLinkedIn Headline: Empowering Senior Leaders To Improve Their Business Performance And People Engagement!! | Transitioning Change Teams From Just Surviving To Thriving | Host Of Business Problems Solved Podcast!Highlights:00:00 Game Start00:36 Lee's introduction01:29 Lee's Values04:40 Agility09:24 Leveraging Agility16:33 Learning18:01 Downside of Agility23:51 The starting point27:06 Giving the best31:23 The Future34:04 Book Suggestion35:19 Contact Details36:11 Golden Nugget and much more on https://www.cxgoalkeeper.com/LeeHoughtonABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership
Mar 13, 2023 • 45min
Seeking The Frictionless Organization with Bill Price and David Jaffe
The CX Goalkeeper had the great opportunity to interview Bill Price and David Jaffe Bill's LinkedIn Headline: President, Driva Solutions; Co-Founder, LimeBridge; Chair, Global Operations Council; Advisor, CustomerThink. David's LinkedIn Headline: Consulting Director and Partner in Limebridge Australia Co-author of The Best Service Is No Service Highlights: 00:00 Game Start 00:25 Introductions 02:34 Bill's and David's values 07:00 Friction 09:04 No Service The Best Service 11:51 Interactions 15:06 The Value Irritant Matrix 20:01 Customer ecstasy 23:30 Measurements 28:11 Personalization 31:22 Cultural Aspects 35:31 The Future of CX 38:35 Books' suggestion 40:21 Contact Details 41:06 Golden Nuggets and much more https://www.cxgoalkeeper.com/BillPrice-DavidJaffe 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
Mar 6, 2023 • 27min
Harnessing Agility for Customer Experience Success with Naeem Arif (miniseries 2/3)
The CX Goalkeeper had the great opportunity to interview Naeem Arif LinkedIn Headline: "Customer Experience" 🏆 Business strategies that deliver an amazing #CX #Retail #Hospitality #BusinessCoach #Mastermind #MWIT22 @UnitedCarpets Highlights: 00:00 Game Start 00:38 Naeem's introduction 04:03 Naeem's values 04:44 Agility in projects 06:52 Best practices 10:01 Leveraging agility 12:35 Downsides of agility 15:19 Where to start with agility 16:54 How to leverage agility 21:30 Different perspectives on the same topic 22:40 Working for a purpose 23:12 The future question 24:08 Book suggestion 25:11 Naeem's Golden Nugget and much more ... https://www.cxgoalkeeper.com/NaeemArif2 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
Feb 27, 2023 • 35min
Harnessing Agility for CX Success with Olga Potaptseva (miniseries 1/3)
The CX Goalkeeper had the great opportunity to interview Olga Potaptseva LinkedIn Headline: Agile CX Solutions| Top 25 CX Influencer | CX Consultant | Founder of CXpanda 🐼 | CX mentor | Best-selling author and Speaker Highlights: 00:00 Game Start 00:37 Olga's introduction 05:42 Olga's values 07:32 Definition of agility 08:43 Agility and CX 11:04 Leveraging Agility 16:25 Prioritizing 19:38 Olga's Agile Framework 20:29 First steps in agility 22:22 Agility Benefits 22:49 CX Panda 25:10 Joining CX Panda 26:10 Supporting CX Panda 26:53 Need content 28:48 Why Panda? :) 30:18 The Future of CX 31:19 Book Suggestion 32:35 Contact Details 32:54 Golden Nugget and much more on: https://www.cxgoalkeeper.com/OlgaPotaptseva 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
Feb 20, 2023 • 37min
Orchestrating Customer Experience in Business with Sergio Rossini
The CX Goalkeeper had the great opportunity to interview Sergio Rossini LinkedIn Headline: Sales, Marketing & CX Director presso Sagres ® Highlights: 00:00 Game Start 00:36 Sergio's Introduction 02:59 Sergio's Value 04:18 The playing field of CX professionals 09:08 Executive Support - HowTo! 14:41 Getting Things Done on a strategic level 23:06 Listening To Customers and Their Emotions 31:22 The Future of CX 33:53 Book Suggestion 34:27 Contact Details 34:41 Golden Nugget and much more on https://www.cxgoalkeeper.com/SergioRossini 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
