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
Feb 13, 2023 • 39min
Orchestrating Customer Experience in Business with Mark Slatin
The CX Goalkeeper had the great opportunity to interview Mark Slatin LinkedIn Headline: Empowering mid-size financial service leaders to turn indifferent customers into loyal fans Highlights: 00:00 Game Start 00:36 Mark's introduction 02:47 Mark's values 04:34 The global CX field 07:17 The biggest challenges that CX leaders are facing 09:37 Cultural Change 12:50 Support from the Top Mgmt 15:40 Employee Engagement 19:13 Breaking Silos 22:33 Meeting in a box 30:28 The future of CX 35:06 Book Suggestion 36:06 Contact Details 36:45 Mark's Golden Nugget and much more on https://www.cxgoalkeeper.com/MarkSlatin 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 6, 2023 • 33min
Approaching the Metaverse with Steven Van Belleghem - miniseries 3/3
The CX Goalkeeper had the great opportunity to interview Steven Van Belleghem LinkedIn Headline: Customer Experience Enthusiast! Global keynote speaker - bestselling author - Entrepreneur Highlights: 00:00 Game Start 00:45 Steven's Introduction 03:23 Steven's Value 05:18 What what is your definition of the metaverse? 08:30 Web3 and the Metaverse 13:04 Steven's experiences in the metaverse 15:00 Steven's worst experience in the metaverse 16:43 What are possible use cases in the metaverse in the short term? 20:32 What are the biggest threats now in the metaverse? 23:11 Some people spend a lot of time there 24:50 The impact of the Metaverse on CX 26:34 How is the metaverse impacting our lives on 2030? 30:05 Book suggestion 30:44 Contact Details 31:11 Golden Nugget and much more on www.cxogoalkeeper.com/Metaverse3 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 30, 2023 • 46min
Approaching the Metaverse with Anna Noakes Schulze - miniseries 2/3
The CX Goalkeeper had the great opportunity to interview Anna Noakes Schulze LinkedIn Headline: Head of Community Experience @TheNTWK | Keynote Speaker | Bestselling CX Author | Top CX Influencer for 2022 Highlights: 00:00 Game Start 00:45 Anna's Introduction 2:00 Anna's Value 02:27 The Definition of the Metaverse 05:13 Web3 and Metaverse 7:59 Is the Metaverse still empty? 12:10 Use Cases in the Metaverse 22:26 How does CX need to adapt in the metaverse? 33:32 what should companies do to move into this world? 37:07 How is the metaverse impacting our life in 2030? 40:30 Book suggestion 43:30 Contact Details 44:27 Golden Nugget and much more on www.cxgoalkeeper.com/Metaverse2 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 23, 2023 • 39min
Approaching the Metaverse with Pasquale Borriello and Andrea Ciulu - miniseries 1/3
The CX Goalkeeper had the great opportunity to interview Pasquale Borriello LinkedIn Headline: CEO Arkage 🚀 Nüborn + W-mind + Acquisition Team 🧠 Italian CXPA Network 🎙 Engage.it Money.it #IlBernoccolo Andrea Ciulu LinkedIn Headline: 🔶Head of Creative Strategy @ Arkage Highlights: 00:00 Game Start 01:06 Pasquale Borriello & Andrea's Introduction and Values 04:48 The definition of Metaverse 07:30 What we should expect from the Metaverse 14:17 The Metaverse Use Cases 19:04 What to do in future in the Metaverse 24:43 Web3, Metaverse and decentralization 28:59 The Metaverse in 10 years from now... 32:05 Book suggestion 34:44 Contact Details 36:13 Golden Nuggets and much more on https://www.cxgoalkeeper.com/Arkage 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 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
