Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience

Episodios

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  Are AI Agents Replacing Dashboards? The Future of Sharing Customer Insights with Maurice Gonzenbach 04.10.2026 25m

  This episode explores how AI and feedback analytics are transforming customer experience. Maurice Gonzenbach, CEO of Caplena, shares real business examples, discusses the evolving role of CX teams, and offers practical advice on leveraging insights for better business results. By listening you will gain actionable tips and a clear view of the future of CX tools.  About the guest Since co-founding Caplena in 2017, Maurice Gonzenbach has been actively involved in the market research and CX industry, dedicated to translating the latest AI advancements into practical tools that not only make researchers more efficient but also enhance their enjoyment of previously repetitive tasks. As an expert in feedback analysis, Maurice also lectures in Master of Advanced Studies courses and frequently presents current best practices at prominent conferences such as IIEX Europe/NA, Quirks NY, and Succeet. Maurice holds a MSc Computational Science & Engineering from ETH Zurich and has published multiple scientific papers in the fields of image & natural language processing. Relevant links https://www.caplena.com https://www.linkedin.com/in/mauricegonzenbach/ Key Take-Aways AI transforms feedback analysis: AI agents and dashboards together provide deeper, actionable insights from customer feedback. Data quality is essential: Clean, structured data is crucial for accurate analysis and effective use of AI tools. CX roles are evolving: CX professionals now enable insights and ensure quality, not just create reports. Chapters 0:00 - Intro0:35 - Introducing Maurice Konzenbach and Career Overview 1:59 - Kaplana's Product and Vision: Transforming Customer Interaction 3:34 - Impact of AI Agents on Customer Feedback Analysis 7:26 - Challenges in Data Sharing and Accessibility Across Teams 9:41 - Ensuring Accurate Insights from Customer Data 15:28 - Operationalizing Data: Success Story from Bosch 18:47 - Evolving Roles of CX Teams in Business Analytics 23:03 - Final Thoughts: Agile Experimentation and Value Qualification Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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: https://www.linkedin.com/in/gregorio-uglioni/
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  What Makes a Successful Speaking Business? with Maria Franzoni 27.09.2026 22m

  Gregorio Uglioni welcomes Maria Franzoni, an expert in the speaking industry, to discuss what makes a speaking business successful. Maria shares her biggest achievement: helping speakers monetize their expertise and pay their bills. She explains her mission is to help speakers make money and spread energy through financial success. Maria also introduces her book, The Bookability Formula, which analyzes why only 1% of speakers get most bookings. Maria highlights the importance of treating speaking as a business, not a hobby. She explains that successful speakers are subject matter experts who deliver solutions to clients' problems. Maria outlines the biggest mistakes: following passion without commercial value, underestimating the difficulty of building a business, and being too broad instead of specializing. She stresses the need for clear positioning and focused messaging. The discussion covers the concept of 'bookability,' which means making yourself the easy and safe choice for clients. Maria shares her formula: relevance to a paying market, being known for one thing, memorability, and being easy to work with, all multiplied by value and reduced by ego. She advises aspiring speakers to focus on relevance, simplicity in messaging, and strong sales and marketing. The episode ends with Maria's golden nugget: always focus on the client and their audience. About Maria Franzoni: Maria Franzoni is the author of The Bookability Formula and a recognised expert in the speaking industry, with experience as an agent, international speaker bureau owner, and mentor since 1998. She has worked with some of the world's most celebrated speakers and shaped the careers of many others. Maria teaches speakers how to become more relevant, known, and bookable by sharing the strategies used by the top 1%. Her programmes simplify the business of speaking, focusing on positioning, marketing, and sales. With a practical, results-driven approach, Maria helps speakers achieve sustainable growth, higher fees, and long-term success in a competitive market. Links:  https://www.linkedin.com/in/mariafranzoni/ https://www.mariafranzoni.me/ The Bookability Formula: What the 1% most-booked speakers do (and you can too) Key Highlights: Treat speaking as a business: Success comes from treating speaking as a business, not just a passion or hobby. Narrow your focus: Specialize and be known for one thing to stand out and get booked more often. Make your message simple: Clear, simple messaging makes you memorable and easier for clients to choose. Chapters: 0:00 - Intro 0:35 - Understanding Successful Speaking Businesses 1:48 - Measuring Achievements in Speaking 2:39 - Mission to Help Speakers Monetize Expertise 3:20 - Bookability Formula: Key Factors for Success 10:26 - Defining Bookability and Its Importance 14:19 - Focusing on Relevance in Speaking 19:48 - Client-Centered Approach for Speakers Please, hit the follow button and leave your feedback in your preferred platform.  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 a 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: https://www.linkedin.com/in/gregorio-uglioni/
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  Leading Through Uncertainty and AI with Martin Gutmann 20.09.2026 31m

  This episode dives into how leadership is changing in the age of AI and uncertainty. Martin Gutmann shares practical insights on trust, expertise, and adapting leadership qualities. Listeners gain a clear understanding of what remains timeless and what leaders must develop to succeed today. One thing became particularly clear during the conversation: Martin brings a thoughtful and highly relevant perspective to the leadership debate, making him a compelling voice for LEAD 27 in Zurich. About the guest Martin Gutmann is a globally in-demand keynote speaker who helps leaders navigate uncertainty with fresh, story-driven insights. Combining history, sociology, and organisational psychology, he challenges conventional thinking and equips audiences with practical tools to rethink leadership, decision-making, and strategy. A professor at the Lucerne School of Business and senior lecturer at ETH Zurich, Martin's work has reached over 60 million people through pieces in the New York Times, the Chicago Tribune, Forbes, Fast Company, and more. His TED Talk, Are We Celebrating the Wrong Leaders?, has over 2 million views, and his best-selling book The Unseen Leader earned high praise from organisational psychologist Adam Grant. With a career spanning six countries and a Ph.D. in history, Martin has led major leadership programmes, including his role as the founding Managing Director of the Swiss School of Public Governance. Martin's global perspective and academic depth make him a trusted guide for leaders in a rapidly changing world. Relevant links https://lead-27.com/ https://www.linkedin.com/in/martin-gutmann-3a0136ab/ Key Take-Aways Uncertainty Drives Leadership: Uncertainty makes leadership necessary, as predictable environments only require management, not true leadership. AI Changes Trust and Expertise: AI shifts how trust is built and challenges traditional ways of developing expertise within organizations. Humility Is Timeless: Humility remains a core leadership quality, helping leaders admit limits and adapt to rapid change. Chapters 0:00 - Intro 0:35 - Setting the Stage for Lead 27 Conference 1:23 - Understanding Leadership in Times of Change 4:05 - Importance of Keynotes and Leadership Goals 6:05 - Challenges of Leading Through AI and Uncertainty 9:39 - Building Trust and Relationships in AI Era 22:23 - Evolving Definition of Expertise 25:46 - Timeless Leadership Qualities in a Changing World 29:39 - Key Takeaways on Effective Leadership Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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: https://www.linkedin.com/in/gregorio-uglioni/
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  Experience Is Everything: Why Customer Experience Starts with Leadership with Jeannie Walters 13.09.2026 29m

  This episode features Jeannie Walters discussing her book 'Experience is Everything' and sharing practical advice on customer experience (CX) leadership. Listeners will learn why CX starts with leadership, how to build effective CX strategies, and how to adapt to new technologies like AI while maintaining trust and business relevance. About the guest Jeannie Walters, CCXP, CSP, is a certified customer experience expert, USA Today bestselling author, CEO, and international keynote speaker who does more than cite examples, she shows you how to implement strategies for real results. As the Founder of Experience Investigators, she brings more than 20 years of impact across industries—including healthcare, financial services, higher education, software, and hospitality. She has led transformative efforts for brands like JPMorgan Chase, SAP, BASF, PG&E, Orangetheory Fitness, Comcast, and more. Her bestselling book, Experience Is Everything, reveals how leaders can boost performance and revenue by making customer experience their greatest competitive advantage. Recognized as a top industry voice, Jeannie has reached more than half a million learners through her LinkedIn Learning courses and created CXI Membership™ to provide practical, guided CX support for busy leaders. Her insights, featured in Forbes, NPR, The Chicago Tribune, and The Wall Street Journal, reflect her mission to help organizations make every moment count. Relevant links https://experienceinvestigators.com/ https://www.youtube.com/@jeanniewalters https://www.instagram.com/jeanniewalters/ https://instagram.com/experienceinvestigators/ Key Take-Aways  CX starts with leadership: Customer experience must be driven by intentional leadership, not just good intentions. Align CX with business goals: Effective CX strategies connect directly to organizational objectives and measurable outcomes. Build trust with technology: AI and new tools should enhance customer journeys and maintain trust, not just efficiency. Chapters 0:00 - Intro 0:35 - Customer Experience Leadership Fundamentals 0:49 - The Importance of Intentional Leadership 2:17 - Foundations of Customer Experience 5:03 - Developing a Winning CX Strategy 8:53 - Transitioning to a Holistic CX Strategy 16:40 - Successful Customer Experience Transformations 20:54 - Learning from CX Initiative Failures 27:01 - Key Takeaways for CX Leaders Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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: https://www.linkedin.com/in/gregorio-uglioni/
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  Part 2: The CX Bubble is Exploding: Challenging Assumptions & Contradictions with Faran Niaz 06.09.2026 35m

  Gregorio Uglioni and Faran Niaz reflect on decades of experience in customer experience, challenging common industry practices. They discuss how CX teams often focus on measurement and reporting, rather than driving real transformation. The conversation highlights the disconnect between what companies present to executives and what customers actually experience, emphasizing that dashboards and frameworks often fail to address real customer pain points. The hosts discuss the prioritization of cost-cutting and revenue over genuine customer-centricity. They note that while companies claim to put customers first, business priorities usually win when tough decisions arise. The conversation also covers how digital transformation is frequently used as a disguise for cost reduction, rather than as a true customer-focused initiative, and how employee experience is undervalued. The episode closes with a discussion on the risks of rushing into AI-driven transformation, the importance of maintaining human touch, and a call to return to CX fundamentals: listening, simplifying, fixing, and delivering consistently. About Faran Niaz Faran Niaz is the Founder & CEO of CX Future and creator of the FBX™ – Friction to Brilliance™ Framework. With more than 25 years of experience, he helps organizations transform customer experience into measurable business results through strategy, AI, digital transformation, and operational excellence. Throughout his career, Faran has led large-scale CX transformations across banking, healthcare, retail, hospitality, telecommunications, government, and other industries. He is best known for transforming ADIB from #23 to #1 in the UAE Customer Experience rankings, a position the bank maintained for seven consecutive years. Today, he advises executive teams on customer-centric transformation, AI-enabled customer operations, service excellence, and building organizations where customer experience becomes a competitive advantage—not just an initiative. Links:  https://www.linkedin.com/in/farann/ Key Highlights: Measurement vs. Action: CX teams often measure experience but struggle to drive real change or fix customer pain points. Cost Cutting Over Customers: Organizations prioritize cost and revenue, often neglecting genuine customer and employee experience. Human Touch Still Matters: Digital transformation should not replace human interaction where empathy and assurance are needed. Chapters: 0:00 - Intro 0:35 - Challenging Customer Experience Assumptions 2:35 - Transforming Customer Experience Teams 7:45 - Navigating CEO Perspectives on CX 9:52 - Discussing Employee Experience Value 14:33 - The Value of Experience in Customer Service19:42 - Critiquing CX Events and Commercialization26:34 - Balancing AI Implementation and Human Experience32:51 - Key Takeaways for Improving Customer Experience Please, hit the follow button and leave your feedback in your preferred platform.  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: https://www.linkedin.com/in/gregorio-uglioni/  
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  The Hard Truth About CX and What Comes Next with Zack Hamilton 30.08.2026 30m

  Gregorio Uglioni welcomes Zack Hamilton to discuss the current state and future of customer experience (CX). Zack shares his career goal of disrupting how businesses and industries think, giving an example from his work at Aaron's where digital payments transformed the business. The conversation sets the stage for a deep dive into the evolution and challenges of CX. Zach explains that traditional experience management has reached its ceiling. He argues that while organizations have become good at collecting insights, they struggle to drive decisions and real action. Zach emphasizes the need for CX leaders to influence cross-functional partners and create business cases with multiple champions to achieve meaningful change. The discussion covers the evolution of CX from reactive customer service to adaptive, AI-driven organizations. Zach warns that skipping steps in this evolution leads to failure. He highlights the importance of removing friction, learning quickly, and integrating AI thoughtfully. The episode ends with Zach's advice that companies who learn fastest and remove friction will dominate the next decade. About Zack Hamilton Zack Hamilton is the creator of The Experience Performance System™ (EPS), founder and host of Unf*cking Your CX, and one of the customer experience industry's most provocative voices on the future of CX, operational performance, and Agentic AI. Over the course of his career, Zack has led customer experience, operations, digital commerce, and commercial growth initiatives for some of the world's leading brands. He spent more than 15 years at Aaron's, progressing from Store Manager to Vice President of Operations overseeing more than 150 locations before leading the company's $300M eCommerce business. While at Aaron's, Zack eventually became Chief Experience Officer where he led customer and employee experience. He later served as Global Head of Retail Strategy at Medallia, SVP of Commercial Enablement at Forsta, and held executive leadership roles at parcelLab. Known for challenging conventional CX thinking, Zack's work focuses on helping organizations move beyond dashboards, surveys, and measurement to build systems that improve business performance through experience. His frameworks, including The Experience Performance System™, CX Case Maker™, Journey Pods™, and Friction Drag™ are used by organizations seeking to connect customer experience directly to growth, retention, efficiency, and profitability. Zack is the author of the book The Experience Performance System™, which introduces a new operating model for experience management and outlines the evolution from traditional CX programs to Agentic and Autonomous organizations. The book is available on amazon.com and has been sold in more than 80+ companies. He is also the host of the Unf*cking Your CX podcast and newsletter, where he shares insights on customer experience, operational excellence, leadership, and the future of AI-powered organizations.   Links:  https://www.linkedin.com/in/zackhamilton/ https://www.theexperienceperformancesystem.com https://open.spotify.com/show/7bjMiZylt6feszXXDKpvyy (Zack's podcast) Key Highlights: Traditional CX is failing: Organizations generate insights but struggle to drive decisions and operational change. Influence is critical for CX leaders: Building alliances across departments increases the success of CX business cases. AI and learning speed matter: Companies that learn and remove friction fastest will outperform competitors in the future. Chapters: 0:00 - Intro 0:35 - Transforming Customer Experience with Zach Hamilton 1:12 - Disrupting Traditional Business Models 3:14 - Evolving Experience Management to Performance 5:40 - Podcast Genesis: Unfucking Your CX 9:14 - Hard Truths About Customer Experience 16:33 - Evolving from CX 1.0 to 5.0 23:38 - The Future of AI in Customer Experience 28:02 - Golden Nugget: Learning Faster Than Competition 29:22 - Conclusion and Next Steps Please, hit the follow button and leave your feedback in your preferred platform.  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: https://www.linkedin.com/in/gregorio-uglioni/
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  The CX Bubble is Exploding: Challenging Assumptions & Contradictions with Faran Niaz - Part 1 23.08.2026 33m

  Gregorio Uglioni and Faran Niaz discuss the current state of customer experience (CX), questioning whether technology and automation are truly improving CX or just creating new frustrations. They highlight that while some leading companies excel, many average and poor companies use technology as a shield, leading to increased customer effort and declining trust. The conversation points out that self-service options are often mistaken for CX success, even when they increase customer frustration. The hosts critique the widespread use of journey mapping and Personas, calling them 'corporate theater' that distracts from real customer needs. They argue that CX existed long before these tools and that too much focus on mapping and fictional Personas takes time away from listening to customers and solving operational issues. They stress that most customer pain points are operational, not emotional, and that companies should focus on simplifying processes. The episode also addresses the challenge of explaining CX's value to the C-suite, noting that many leaders reduce CX to NPS scores or basic service metrics. Faran Niaz argues that CX skills are transferable across industries and criticizes the demand for industry-specific CX experience. The discussion emphasizes the need for diverse perspectives and cross-industry learning to improve customer experience. About Faran Niaz Faran Niaz is the Founder & CEO of CX Future and creator of the FBX™ – Friction to Brilliance™ Framework. With more than 25 years of experience, he helps organizations transform customer experience into measurable business results through strategy, AI, digital transformation, and operational excellence. Throughout his career, Faran has led large-scale CX transformations across banking, healthcare, retail, hospitality, telecommunications, government, and other industries. He is best known for transforming ADIB from #23 to #1 in the UAE Customer Experience rankings, a position the bank maintained for seven consecutive years. Today, he advises executive teams on customer-centric transformation, AI-enabled customer operations, service excellence, and building organizations where customer experience becomes a competitive advantage, not just an initiative. Links:  https://www.linkedin.com/in/farann/ Key Highlights: Technology is not always helpful: When technology becomes the goal, it can create more friction instead of improving CX. Journey maps can distract: Over-focusing on journey maps and Personas wastes time and misses real customer needs. CX skills cross industries: Customer experience principles work in any industry; diverse backgrounds bring valuable insights. Chapters: 0:00 - Intro 0:35 - Business Transformation Pitch Overview 0:52 - Challenging Assumptions in Customer Experience 1:58 - State of Customer Experience: Polarization 7:06 - Self-Service vs. Customer Experience 9:32 - Theatrical Journey Mapping and Customer Interaction 19:14 - Understanding Customer Experience Metrics 26:29 - Need for Cross-Industry Experience in CX 31:55 - Conclusion and Future Discussions Please, hit the follow button and leave your feedback in your preferred platform.  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: https://www.linkedin.com/in/gregorio-uglioni/
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  The Experience Equation: Why Customer Experience Is Bigger Than CX with Cory Davison 16.08.2026 31m

  Gregorio Uglioni welcomes Cory Davison to discuss the 'experience equation' and the importance of aligning four key experiences: customer, employee, brand, and product. Cory shares her background in market research and her pivotal role at Smart Technologies, where she broke down silos and created synergy across teams. This experience led to her development of the 4X method, which she now uses to help organizations grow by focusing on the customer journey and cross-functional collaboration. Cory explains how the 4X method links customer, employee, brand, and product experiences, emphasizing that treating these as separate areas harms the customer. She shares examples of how leadership alignment and a mindset shift are crucial for breaking down silos. Cory describes how she helped Benevity, a SaaS company, operationalize growth by forming cross-functional teams and focusing on the customer journey, leading to smoother processes and a more unified culture. The discussion covers the integration of brand and product experience, highlighting the emotional and operational aspects of brand and the importance of involving real customers in product development. Cory also addresses the role of AI, stressing that it should be treated as a stakeholder and integrated with a human-first approach. She concludes with practical advice for listeners: connect with unfamiliar teams, act as a change maker, and focus on building bridges within organizations. About Cory Davison Cory Davison is a market research professional who turned into an experience design consultant, AI strategist, bestselling author of The 4X Method(TM) and founder of 4Xperience (pronounced: four experience) She helps organizations move from strategy to operations by aligning people, processes, technology, data, and customer insight. As an MIT-certified AI and Machine Learning Strategist, Cory brings a practical lens to digital transformation and AI adoption. Her work focuses on helping organizations design AI and technology as experiences, not just tools, so adoption creates measurable value for employees, customers, and the business. Cory created The 4X Method™ to help leaders break down silos and align Customer Experience, Employee Experience, Brand Experience, and Product/User Experience. She has worked across industries including technology, SaaS, mining, government, manufacturing, financial services, and retail. Her message is clear: uncertainty is not a strategy. In a world of rapid change, leaders need better ways to connect insight, operations, and execution. Links:  https://www.the4XMethod.com, https://www.Corydavison.comKey Highlights: Align the Four Experiences: Customer, employee, brand, and product experiences must work together for true business growth. Break Down Organizational Silos: Leadership alignment and a customer-centric mindset help teams collaborate and improve outcomes. Treat AI as a Stakeholder: AI should enhance, not replace, human experience and must be integrated thoughtfully with people. Chapters: 0:00 - Intro 0:35 - Understanding the Experience Equation 0:44 - Cory Davidson's Winning Goal in Market Research 4:04 - Transforming Silos into Growth Engines 4:36 - The 4X Framework: Aligning Customer, Employee, Brand, and Product Experience 6:39 - Combining Experiences for Better Customer Outcomes 7:11 - Leadership Alignment for Customer Experience 13:38 - Real-World Case Study: Breaking Down Silos at Benevity 17:45 - AI as a Key Player in Modern Business Strategies 23:16 - Overcoming Professional Challenges and Personal Growth 27:25 - Actionable Steps for Creating Better Experiences 28:57 - Corey's Golden Nugget: Be a Change Maker 29:55 - Conclusion and Wrap-Up Please, hit the follow button and leave your feedback in your preferred platform.  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: https://www.linkedin.com/in/gregorio-uglioni/
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  AI, Not KPI: The New Customer Experience Game with Bill Staikos 09.08.2026 27m

  Bill Staikos discusses his recent journey, including launching a consulting practice and a newsletter called 'AI, not KPI.' He explains how the newsletter aims to help CX professionals shift from focusing solely on metrics like NPS to building AI-forward organizations. Bill shares how each issue builds on the last, offering both free and paid content, including templates and models to support execution. The conversation explores how companies still rely too heavily on traditional surveys and metrics, despite the abundance of customer data from many channels. Bill argues that AI can help organizations act on this data more effectively, moving beyond measurement to change management. He stresses the importance of integrating data, breaking down silos, and using technology to make better, faster decisions. Bill and Gregorio discuss the evolving skills required for CX leaders. The role is shifting from survey and dashboard expertise to change management, technology understanding, and human-centered design. Bill introduces the idea of the 'CX engineer' and emphasizes the need for CX to be embedded in company operating models. He shares examples of companies using customer signals smartly and offers practical advice for future-proofing CX strategies. About Bill Staikos Founder & Managing Partner at Be Customer Led. Bill Staikos is a senior customer experience executive with over 20 years of leadership across financial services, consulting, and technology. He has held senior roles at American Express, Freddie Mac, JP Morgan, and BNY Mellon, where he led global initiatives to transform client and employee experiences. A former SVP at Medallia, Bill helped organizations turn insights into measurable outcomes. Recognized as a LinkedIn Top Voice and one of the Top 50 Global CX Influencers, Bill is also the founder of the Be Customer-Led podcast and is now preparing to launch The Multimodal Experience. Known for his pragmatic, impact-driven approach, Bill advises leading brands, including Apple, Bank of America, Marriott, and T-Mobile, on connecting customer experience to business growth. Links:  https://www.linkedin.com/in/billstaikos/ Bill's Newsletter: https://ainotkpi.substack.com/. highly reccomended.   Key Highlights: AI transforms CX action: AI helps companies act on diverse data, not just measure it. CX leaders need new skills: Modern CX leaders must drive change and understand technology. Integrate CX into operations: Customer experience should be part of the company's core model. Chapters: 0:00 - Intro 0:35 - Bill Stakos' Consulting Journey 1:59 - AI, Not KPI: A Newsletter Introduction 3:34 - Rethinking Customer-Centric Operating Models 4:41 - The Hard Truths of Customer Experience 7:59 - Leveraging AI for Actionable Customer Insights 12:08 - Shifting Towards Integrated Tech Solutions 14:28 - The Emergence of the CX Engineer Role 18:54 - The Strategic Position of Customer Experience Leadership 20:55 - Innovative Use of CX Data: A Success Story 22:33 - Quickfire Round: Business Insights and Advice 25:04 - Radical Innovation: Glass Breaking Mindset Please, hit the follow button and leave your feedback in your preferred platform.  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: https://www.linkedin.com/in/gregorio-uglioni/
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  Unlock the Growth Hidden in Your Best Customers with Jim Tincher 02.08.2026 25m

  This episode explores how customer experience can drive real business growth, not just satisfaction. Jim Tincher shares insights from over 800 B2B interviews, practical frameworks like the LEAD model, and real-world examples from companies like Dow. Learn actionable steps to unlock growth hidden in your best customers. This episode is brought to you in partnership with the Connect Expo Series. Taking place in Atlanta on September 9th and 10th, 2026, the Connect Expo Series brings together three co-located events: Customer Connect Expo, AI Connect Expo, and Cloud Connect Expo. Together, the series explores the technologies and strategies shaping the future of customer experience, artificial intelligence, and cloud innovation. Across the show floor and conference stages, attendees will hear from leading keynote speakers, discover the latest digital solutions, and connect with the people helping organizations transform how they work and serve their customers. As a listener of The Business Transformation Pitch, you're entitled to a complimentary ticket by using the discount code CXGOAL100 at checkout. To get your complimentary ticket:  https://www.customerconnectexpo.com/registration?utm_source=ptn_cxgoalkeeper&discount_code=CXGOAL100 About Jim Tincher: Jim Tincher helps manufacturers grow — not by chasing new customers, but by deepening the relationships they already have. As founder and CEO of Heart of the Customer (HoC), which he launched in 2013, he shows manufacturing companies how the way they serve customers translates directly into retention, wallet share, and revenue. Jim leads the Advanced Manufacturing CX Consortium, a benchmark of nearly 10,000 manufacturing customers that reveals what actually drives customers to expand a supplier relationship — and where companies quietly lose business they assume is secure. His work connects the dots most organizations miss: how a service interaction, a resolved issue, or a delivery experience becomes the reason a customer buys more or walks away. Before founding HoC, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. He is a Certified Customer Experience Professional (CCXP), formerly served on the CXPA Board of Directors, and currently leads its research committee. He is the author of Do B2B Better: Driving Growth through Game-Changing Customer Experience. Key Highlights: Satisfaction is not enough: Most satisfied customers do not plan to grow with you. Focus on value instead. Feeling valued drives growth: Customers who feel valued above expectations are five times more likely to grow. Follow a clear hierarchy: Fix operational basics first, then build confidence, value, and finally partnership. Chapters: 0:00 - Intro 0:35 - Business Transformation Overview with Guest 1:27 - Largest Career Impact: Connecting Customers to Journey Mapping 2:02 - Mission: Reforming Customer Experience for Growth 2:50 - Driving Growth in Customer Experience: Insights from Interviews 6:59 - Building Customer Value: The Hierarchy of Experience 11:01 - Implementing the Growth Chain: Metrics for Success 13:43 - Organizational Stability: Essential for Value Creation 15:31 - Case Study: Dow's Journey to Improve Customer Experience17:53 - Learning from Experience: Avoiding Pitfalls in Customer Engagement 19:35 - Quick Fire Round: Insights from Industry Leaders 22:44 - Key Takeaway: The Importance of Customer Valuation 23:40 - Conclusion and Audience Engagement Please, hit the follow button and leave your feedback in your preferred platform.  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: https://www.linkedin.com/in/gregorio-uglioni/  
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  Why Most Leaders Are Obeyed but Not Followed with Rene Pascal Gonthier 26.07.2026 25m

  This episode explores why many leaders are obeyed but not truly followed, and what that costs businesses. Rene Gonthier shares real-life stories and practical advice on building trust, motivating teams, and the difference between managers and true leaders. Listeners gain actionable tips to boost trust and team performance. About the guest: René Pascal Gonthier is the founder and Managing Director of Gonthier Consulting, an executive leadership advisory boutique based in Zürich, Switzerland. With 25+ years as a senior leader and board member at international companies , he has led teams across 10+ countries with full P&L responsibility. René's work sits at the intersection of commercial performance and human leadership, the conviction that trust, not authority, is what makes people genuinely follow. He advises GL-Mitglieder and senior leaders in DACH mid-sized companies on executive leadership, AI readiness, and team development. Relevant links https://www.linkedin.com/in/rené-gonthier https://www.gonthier-consulting.com Key Take-Aways  Trust drives performance: When teams trust their leader, motivation and business results improve naturally. Managers use authority; true leaders listen, empower, and build trust with their teams. Early signs of lost trust: A quiet team and lack of open discussion can signal fading trust before results drop. Chapters 0:00 - Intro 0:35 - Leadership Insights with Rene Gonthier 1:24 - Exploring Management vs. Leadership 4:35 - Recognizing Signs of Fading Trust 7:24 - Consequences of Weak Trust in Organizations 12:16 - Case Study: Rebuilding Trust for Better Performance 17:05 - Challenges of Command and Control Leadership 21:07 - Building Trust: Effective Habits and Practices 23:10 - Conclusion: The Power of Trust in Leadership Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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: https://www.linkedin.com/in/gregorio-uglioni/
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  How LinkedIn Turns Connections Into Business with Sarka Risch 19.07.2026 32m

  In this episode I discuss with Sarka Risch how to use LinkedIn to build real relationships, stand out, and create business opportunities. Sarka Risch shares practical tips, real stories, and mistakes to avoid. Whether you're a leader, entrepreneur, or job seeker, you'll learn actionable strategies for LinkedIn success.  About the guest Sarka Risch is a LinkedIn coach, trainer, mindset strategist, and speaker. She worked in marketing and sales for 20 years before becoming an entrepreneur. Since 2021, she has dedicated herself to helping leaders establish their voice on LinkedIn, build strong communities, and embrace a growth mindset to achieve their professional goals. To date, she has coached and mentored over 300 leaders, empowering them to become thought leaders, build their brand on the world's largest business social media platform, and gain business opportunities. In 2025, her method was featured in Forbes. Relevant links www.linkedin.com/in/sarka-risch www.sarkarisch.com Chapters 0:00 - Intro 0:35 - Welcome to the Business Transformation Pitch 0:59 - Defining Your Career Goals: Impact and Inspiration 2:04 - Transitioning from Employment to Entrepreneurship 4:54 - Leveraging LinkedIn: Building Genuine Relationships 7:36 - Strategies for Community Building on LinkedIn 15:21 - Case Studies: Successful LinkedIn Transformations 26:42 - Common LinkedIn Mistakes to Avoid 29:52 - Key Habits for Success on LinkedIn 30:04 - Final Thoughts: Curiosity and Courage in Networking Key Take-Aways Mindset and clarity matter: Believe in LinkedIn's power and be clear about your goals and audience. Build genuine relationships: Focus on quality interactions, not just posting or selling directly. Show your personality: Let your unique experiences and values shine in posts and comments. Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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: https://www.linkedin.com/in/gregorio-uglioni/
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  The Honest Truth About Customer Experience with Santhakumaran Atmalingam 15.07.2026 21m

  This episode dives into the most relevant challenges of customer experience with insights from Asia's top CX expert, Santhakumaran Atmalingam. Listeners will learn why many companies fail at CX, the impact of technology and AI, and the importance of empathy and human touch in business. About Santha:  Santhakumaran Atmalingam is the Founder CX Expert Asia. He is the winner of the Silver Award in CX Asia Excellence Awards 2021 and the Customer Experience World Games 2022 World Champion. Relevant links: https://www.linkedin.com/in/santhakumaran/, Key take-aways:  Understand True Customer Experience: Many companies confuse CX with customer service or analytics, missing the real strategic value. Balance Technology and Human Touch: AI is important, but empathy and human interaction remain crucial for many customers. Continuous Engagement Drives Success: Ongoing CX training and focus help organizations maintain a strong customer-centric culture. Chapters:  0:00 - Intro 0:35 - Introducing Customer Experience Transformation 2:23 - Pride in Customer Experience Achievements 3:38 - Hard Truths of Customer Experience 5:13 - Misalignment Between Claims and Reality 7:01 - Starting Points for Customer-Centric Strategies 7:44 - Technology's Impact on Customer Experience 10:55 - Balancing Human Interaction with Technology 14:57 - Success Story: Continuous CX Engagement 19:34 - Empathy as the Key to Customer Experience 20:20 - Conclusion and Farewell Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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: https://www.linkedin.com/in/gregorio-uglioni/
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  How CX Leaders Can Win With AI with Greg Melia 05.07.2026 29m

  This episode explores how CX leaders can leverage AI to improve customer and employee experiences. Greg Melia shares real-world examples, lessons from failures, and practical advice on integrating AI thoughtfully. Listeners gain actionable insights and learn about essential skills for the future of customer experience. Sponsored by Connect Expo Series: This episode is brought to you in partnership with the Connect Expo Series. Taking place in Atlanta on September 9th and 10th, 2026, the Connect Expo Series brings together three co-located events: Customer Connect Expo, AI Connect Expo, and Cloud Connect Expo. Together, the series explores the technologies and strategies shaping the future of customer experience, artificial intelligence, and cloud innovation. Across the show floor and conference stages, attendees will hear from leading keynote speakers, discover the latest digital solutions, and connect with the people helping organizations transform how they work and serve their customers. As a listener of The Business Transformation Pitch, you're entitled to a complimentary ticket by using the discount code CXGOAL100 at checkout. To get your complimentary ticket:  https://www.customerconnectexpo.com/registration?utm_source=ptn_cxgoalkeeper&discount_code=CXGOAL100 About Greg Melia: Greg is the CEO of CXPA, the global nonprofit for the CX profession. This gives him a unique position to view the development of the CX field and collaborate with leaders across the globe. Key Highlights: Focus on outcomes, not technology: Leaders should ask if AI benefits customers, employees, and the business before implementation. Develop essential AI skills: CX professionals must understand AI basics, ethics, and strategic integration for future success. Learn from both wins and failures: Real-world examples show the value and risks of AI in customer experience management. Chapters 0:00 - Intro 0:35 - Connecting Through Customer Experience 2:13 - Defining the Mission of Customer Experience 2:59 - AI's Role in Customer Experience Enhancement 4:13 - Key Considerations for AI Implementation 6:30 - Aligning Customer Needs with AI Design 12:06 - Developing Essential Skills for CX Leaders 19:36 - Successful AI Integration Case Studies 23:46 - Learning from AI Implementation Failures 25:25 - Actions for Tomorrow's CX Leaders 26:22 - Final Insights Please, hit the follow button and leave your feedback in your preferred platform.  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: https://www.linkedin.com/in/gregorio-uglioni/
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  Why Great Customer Experience Starts with Finance with Veronika von Heise-Rotenburg 28.06.2026 30m

  This episode reveals how finance can drive customer experience and business growth. Veronika von Heise-Rotenburg, a CFO, shares real stories and practical advice about collaboration, transparency, and using AI in finance. Learn how finance can be a value creator, not just a gatekeeper. About Veronika:  Dr Veronika von Heise-Rotenburg is Chief Financial Officer (CFO) and Co-Managing Director at everphone. In this role, she is responsible for accounting, controlling, data, refinancing, people & culture and legal for the phone-as-a-service provider. Veronika is a proven expert in digital finance and asset-based financing and has many years of experience in the field of fleet lending. She began her career as an associate at McKinsey. Veronika studied law and economics in Augsburg. She also holds an MBA in General Management from the University of Dayton and a PhD in International Capital Markets Law from the University of Augsburg. In addition to her professional activities, she is a member of the supervisory board (including BAWAG), angel investor and speaker, as well as co-founder of the Female Finance Circle, a network for female financial executives and author of articles and a book for start-up and scale-up CFOs. Relevant links:  https://www.linkedin.com/in/veronika-von-heise-rotenburg/ https://www.instagram.com/veronika.vhr/ www.veronikavonheiserotenburg.com Chapters:  0:00 - Intro 0:35 - Introduction to Finance and Customer Experience 1:42 - CFO Success: Profitability and Female Finance Circle 3:25 - Mission of the Female Finance Circle 5:00 - Transforming Finance into a Value Driver 7:14 - Finance as an Enabler for Growth 10:20 - Building Trust through Financial Transparency 20:42 - Case Study: Debt Financing and Customer Trust 24:33 - Leadership Lessons: Managing Friction in Finance 28:32 - Connecting Customer Experience with Finance 29:44 - Conclusion Subscribe the podcact on your preferred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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 a 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: https://www.linkedin.com/in/gregorio-uglioni/
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  The Customer Experience World Games 2026 with Michael Brandt 21.06.2026 11m

  Gregorio Uglioni welcomes Michael Brandt, a seasoned CX practitioner and current judge in the Customer Experience War Games. The conversation sets the stage for a deeper exploration of the War Games, focusing on their value for charities and participants, and Michael's ongoing involvement as a judge. Michael explains the judge's role, emphasizing the importance of practicality and feasibility in evaluating team solutions for nonprofits. Michael values clear documentation and actionable plans, ensuring that nonprofits can easily implement the proposed solutions. He also mentions that each judge brings their own perspective and criteria to the evaluation process. Join the movement and find out more: https://www.linkedin.com/company/cxwg/ Subscribe the podcact on your preferred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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 a 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: https://www.linkedin.com/in/gregorio-uglioni/
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  The Customer Experience World Games 2026 with Qaalfa Dibeehi 16.06.2026 11m

  This episode is about the Customer Experience World Games 2026 with last year's champion, Qaalfa. Listeners get insights on team collaboration, the value of giving back through CX, and how global perspectives shape solutions for charities. Alpha shares practical lessons and the rewarding nature of the competition. Gregorio welcomes Qaalfa Dibeehi, last year's Customer Experience World Games champion, to discuss the ongoing 2026 event. Alpha introduces himself as a partner at Human to Outcome, focusing on customer and employee experience, and executive mentoring. He explains his background in CX, including leadership roles at  Forrester, and shares his motivation for joining the World Games: giving back to charities and networking globally. Alpha describes his role as a team captain in the World Games, coordinating a diverse group from different regions. He highlights the rewarding aspect of helping charities that often lack CX expertise. The competition pushes participants to adapt their recommendations to practical realities, making the experience both challenging and fulfilling. Alpha values the opportunity to learn from other professionals' approaches and perspectives. The conversation covers how CX practitioners quickly form effective teams due to their collaborative mindset. Alpha notes the importance of sharing backgrounds and expertise, which accelerates team performance. He reflects on the professional growth gained from seeing different problem-solving methods and the satisfaction when charities choose their solutions. The episode ends with rapid-fire questions, where Alpha describes the experience as 'rewarding' and the CX community as 'diverse.' Join the movement and find out more: https://www.linkedin.com/company/cxwg/ Subscribe the podcact on your preferred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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 a 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: https://www.linkedin.com/in/gregorio-uglioni/  
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  The Customer Experience World Games 2026 with Mike McClelland 16.06.2026 11m

  This episode is about the Customer Experience World Games 2026, highlighting its global impact, charity focus, and the unique collaboration among CX professionals. Listeners will learn more about the games and how simple tools and teamwork drive real change for charities, making it a must-hear for anyone passionate about customer experience and giving back. Gregorio Uglioni welcomes Mike McClelland, a seasoned CX professional, to discuss the Customer Experience World Games 2026. Mike shares his journey from player to captain and back, emphasizing the event's charitable impact and the pride he feels helping organizations worldwide. He also highlights how his involvement has influenced both his career and personal life. Join the movement and find out more: https://www.linkedin.com/company/cxwg/ Subscribe the podcact on your preferred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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 a 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: https://www.linkedin.com/in/gregorio-uglioni/  
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  The Global CX Alliance: Official Launch 07.06.2026 30m

  This episode dives deep into the real challenges of customer experience today. Dennis Wakabayashi shares honest insights about why CX metrics often fall flat, the importance of trust, and how AI will impact CX. He created a new Global Customer Experience Alliance which can reshape the industry. Listeners gain practical ideas for improving both customer and employee experiences as well as relevant information on the CX Summit 2026 in Lisbon and the Global CX Alliance.  Join the CX Summit in Lisbon: 16-18 June 2026: https://cxsummitlisbon.cx/2026 Learn more about the Global CX Alliance: https://globalvoiceofcx.com/ Chapters:  0:00 - Intro 0:35 - Customer Experience Journey Overview 2:02 - Finding Purpose in Customer Experience 3:46 - Hard Truths About Customer Experience 6:30 - Understanding Friction in Customer Satisfaction 10:47 - Measuring Trust in Customer Relationships 14:21 - AI's Impact on Customer Experience Insights 17:54 - Introducing the Global CX Alliance 20:43 - Global CX Hall of Fame Announcement 27:44 - Final Thoughts on Human Connection Subscribe the podcact on your preferred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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 a 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: https://www.linkedin.com/in/gregorio-uglioni/
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  The Customer Experience World Games 2026 with Christopher Brooks 31.05.2026 26m

  This episode dives into the Customer Experience World Games, a unique, global, volunteer-driven initiative where CX professionals solve real charity challenges. Listeners will learn how to join, the impact of the games, and the authentic, non-commercial spirit behind this inspiring movement. The Customer Experience World Games starts on June 1st!  Gregorio Uglioni welcomes Christopher Brooks, the founder of the Customer Experience World Games, to discuss the origins and purpose of the initiative. The Games started during lockdown as a way for CX professionals to help small businesses and charities with real challenges. Over six years, it has grown into a global, volunteer-based movement focused on solving experience challenges for charities, with participants from over 55 countries. The setup of the World Games is simple and inclusive. Anyone can join, regardless of their available time or experience level. Participants are randomly assigned to teams, each led by an experienced captain. The games are played online to accommodate global participation, but there are also in-person regional editions in places like Poland, Lithuania, and South America. The focus is on collaboration, learning, and giving back. Participation is free, with no financial transactions or marketing involved. The games foster genuine networking and professional growth, as well as tangible benefits for charities. The first challenge this year supports Outward Bound, a UK charity helping young people through outdoor activities. New participants can join at any stage, and corporates can get involved by contacting the organizers. Relevant links:  https://www.linkedin.com/company/cxwg https://cx-worldgames.com/home Chapters:  0:00 - Intro 0:35 - Understanding Customer Experience War Games 1:07 - Origins of Customer Experience War Games 3:08 - Setup and Structure of the Games 7:56 - Global Participation and Regional Events 14:40 - First Challenge Overview 18:33 - Joining the Games: How to Participate 22:47 - Corporate Support and Collaboration Opportunities 23:03 - Conclusion and Call to Action   Subscribe to the podcast on your prefererred platform and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/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: https://www.linkedin.com/in/gregorio-uglioni/