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Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience
Business Transformation Pitch is a weekly interview show hosted by Gregorio Uglioni, a global transformation and customer experience leader. Each episode features conversations with executives, innovators, and changemakers about how organizations combine people, technology, and process to deliver measurable business results. Recurring themes include digital and business transformation, customer experience, leadership, AI, and innovation. The focus is on practical, real-world experience rather than theory, covering customer, employee, and operational dimensions of change.
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Are AI Agents Replacing Dashboards? The Future of Sharing Customer Insights with Maurice Gonzenbach
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-foundin
What Makes a Successful Speaking Business? with Maria Franzoni
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 ana
Leading Through Uncertainty and AI with Martin Gutmann
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
Experience Is Everything: Why Customer Experience Starts with Leadership with Jeannie Walters
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 cu
Part 2: The CX Bubble is Exploding: Challenging Assumptions & Contradictions with Faran Niaz
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 fra
The Hard Truth About CX and What Comes Next with Zack Hamilton
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
The CX Bubble is Exploding: Challenging Assumptions & Contradictions with Faran Niaz - Part 1
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 se
The Experience Equation: Why Customer Experience Is Bigger Than CX with Cory Davison
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 h
AI, Not KPI: The New Customer Experience Game with Bill Staikos
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 exec
Unlock the Growth Hidden in Your Best Customers with Jim Tincher
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. Tak
Why Most Leaders Are Obeyed but Not Followed with Rene Pascal Gonthier
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 Directo
How LinkedIn Turns Connections Into Business with Sarka Risch
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,
The Honest Truth About Customer Experience with Santhakumaran Atmalingam
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
How CX Leaders Can Win With AI with Greg Melia
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
Why Great Customer Experience Starts with Finance with Veronika von Heise-Rotenburg
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 eve
The Customer Experience World Games 2026 with Michael Brandt
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 e
The Customer Experience World Games 2026 with Qaalfa Dibeehi
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 champi
The Customer Experience World Games 2026 with Mike McClelland
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 McClellan
The Global CX Alliance: Official Launch
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
The Customer Experience World Games 2026 with Christopher Brooks
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
AI and the Human Future of Care: The Patient Is More Than Data with Peter Brem
This episode explores the intersection of AI and healthcare, focusing on how technology can support, not replace, human connection. Peter Brem shares real-world examples, challenges, and practical advice for leaders and clinicians to ensure patient-centered care remains at the heart of innovation. About Peter Brem: Peter Brem is a Senior Clinical Specialist and Advanced Practice Physiotherapist a
The Next Frontier of Service Excellence: Dennis Wakabayashi and Gregorio Uglioni speaking at ICX Kenya
This episode features a discussion between two leading CX experts, Gregorio Uglioni and Dennis Wakabayashi. They share practical insights on leadership, culture, measurement, AI, and continuous improvement in service excellence as they were invited to present their thoughts at an event organized by ICX Kenya. About Dennis Wakabayashi As former VP of Customer Experience Delivery at RR Donnelley an
Building Healthcare CX That Doesn't Fail Patients in collaboration with Simply Contact
Greg recently moderated and participated as a speaker in a panel discussion organized by Simply Contact. It was a highly relevant webinar focused on healthcare customer experience. The discussion explored the complex challenges healthcare organizations face today — from fragmented systems and regulatory constraints to the ongoing need for truly patient-centric processes. Greg shared insights from
Work Better, Not Harder: How Automation Really Helps with Rémon Elsten
This episode brings together two leading podcasts to discuss the real impact of automation and AI in customer service. Learn practical steps, real examples, and common pitfalls in automation projects, with actionable advice from experienced consultants. Perfect for anyone interested in operational excellence and customer experience. About the guest Rémon Elsten is managing partner being Forward
The Brutal and Honest Truth About Customer Experience with Ian Golding
This episode features an honest discussion with Ian Golding, a leading CX expert. You can gain insights on accountability, the impact of AI, and real-world examples of customer experience. The conversation is practical, direct, and filled with actionable advice for anyone interested in business transformation and CX. About Ian Golding: Ian is a global CX Specialist and the Author of 'Customer Wha
CX Horizons: Customers Got Smarter with AI… Did Companies? with Melanie Mingas
This episode explores how AI is changing customer experience, with insights from Melanie Mingas and recent research. Learn why consumers trust their own AI use more than companies, how businesses must adapt, and what the future holds for CX teams in an AI-driven world. About the guest Melanie is the editor-in-chief of CX Network, which produces research-backed business insights for a global commun
Happy Customers, Real Money: The Business Case with Camila Ferreira
This episode explores how customer experience directly impacts business growth and financial results. Camila Ferreira shares real stories, practical frameworks, and actionable advice for connecting customer satisfaction with ROI. Learn how to align teams, build trust, and turn feedback into measurable business value. About the guest Camila Ferreira is a global business strategist, international
How Voice Agents Change Customer Experience with Andrea Pomponi
We dives into real-world applications of conversational AI, showing how voice agents are transforming customer service and lead qualification. Learn from Andrea Pomponi's hands-on experience, discover practical challenges, and hear proven use cases that deliver measurable business value. About the guest Andrea Pomponi is Co-founder and Head of Partnerships at DeepAgent, an Italian startup speci
How AI Changes Organizations When People Come First with Alex Nelles
This episode dives into how AI and people-first thinking can drive successful business transformation. Alex Nelles shares real stories, lessons learned, and practical advice on leading change, building trust, and making technology work for everyone. About the guest: Alex is an experienced executive with over 20 years of business and IT experience across industries like Telco, Retail, Travel, and
How Boards Make Smart Choices When Nothing Is Certain with Thomas Zimmerer
This episode explores how boards and leaders can make smart, bold decisions in uncertain times. Thomas Zimmerer shares practical advice on embracing uncertainty, leveraging data and AI, and ensuring strong ownership. Real-world examples and actionable tips make it valuable for anyone facing fast-changing business environments. About the guest Thomas Zimmerer is a board member and AI & digital bo
The Secret Rules of Serving the Ultra-Wealthy with Christopher Brooks
This episode reveals the secrets of serving ultra high net worth individuals. Listeners learn about the MEPA framework, the importance of trust and privacy, and hear real stories of extraordinary, hyper-personalized experiences in the luxury sector. About the guest: Christopher Brooks is an award winning global customer experience specialist. Relevant links: https://www.lexdengroup.com https://
From Idea to Business: Key Learnings with Guillano Demon
This episode dives into the real challenges of building and growing startups, with practical advice from Guillano Demon. Listeners get insights on leadership, product-market fit, team alignment, and customer experience. The discussion is honest, energetic, and packed with actionable tips for founders and innovators. About the guest: Guillano Demon is an ex-EY Partner with deep cross-functional ex
The Psychology Behind CX and the Culture That Makes It Work with Katie Stabler
This episode explores the deep connection between psychology, company culture, and customer experience (CX). Katie Stabler shares practical advice, real stories, and actionable insights for CX leaders. Listeners will learn why strategy, employee involvement, and communication matter more than just technology or AI. About the guest: Katie is a Cheshire-based customer experience specialist, keyno
Redefining leadership at the intersection of transformation & technology with Nick James – Live from Lead26
Gregorio Uglioni and Nick James discuss highlights from the Lead 26 conference, focusing on leadership, diversity, and the importance of authenticity. Nick shares insights from keynote speakers, especially Sandra DeVito, who spoke about being a female leader in a male-dominated industry. They also touch on how engaging discussions and a diverse audience make the event valuable for everyone attendi
Redefining leadership at the intersection of transformation & technology with Andreas Giesa - Lead 26
This episode dives into the latest trends in AI, leadership, and digital transformation from the Lead 26 conference in Zurich. Hear firsthand insights on AI adoption, leadership challenges, and the future impact of robots and agents in the workplace. Essential listening for anyone interested in business transformation. about the guest: Andreas Giesa, Director of Digital Business Consulting at Xebi
AI in the Contact Center: What's Real, What's Hype, What's Next? with Rick DeLisi
This episode explores how AI is transforming contact centers, balancing cost savings with better customer and employee experiences. Rick DeLisi shares new research, practical examples, and actionable strategies for leaders looking to unlock AI's full value in customer service. Essential insights for anyone in CX or digital transformation. About the guest Rick DeLisi is an author and presenter work
Fans Favorite: Pivoting Strategies For Tough Customers & Tough Employees
In this episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement. About the Gu
Customer Obsessed: What Really Sets Winners Apart with Marbue Brown
Marbue Brown defines customer obsession versus customer focus. He explains you start with the customer and work backwards. He contrasts companies that work backwards from product or profits. He draws on Amazon practices where the question, "what is the competition doing?" rarely comes up. He outlines five levels on the customer obsession continuum: customer indifferent, aware, focused, centric, an
Fans favorite: a blueprint for creating the experience-led enterprise - The Center Of Experience with Greg Kihlstrom
Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employee experiences in driving success. This is a must-listen for anyone passionate about transforming organizations and delivering exceptional
Truly AI Native Companies with Sebastian Graf
Sebastian Graf explains the coming rise of AI native companies. He shares four safety pillars for autonomous firms: code freeze, CICD compliance, regulatory model training, and harm-reduction finance. The episode mixes technical detail, a real Anthropic experiment, and broad governance concerns about trust and social impact. Top 3 Key Learnings AI native company pillars: Four safety pillars: code
Redefining leadership at the intersection of transformation & technology with Fabian Ringwald - Live from Lead26
This interview,Live from LEAD-26 in Zurich, links real leadership lessons to lived experience. Fabian, a CIO and ultra runner, talks limits, psychological safety, and practical steps. He also shares a clear, cautious view on generative AI and a smart fast follower strategy for regulated organizations. Key Learnings: Admit leadership limits: Openly share small, real limits with your team to build
#273: Redefining leadership at the intersection of transformation & technology with Stephan Siegrist
Live from LEAD-26 in Zurich. Stephan Siegrist is a professional alpinist. He says leadership means taking the lead when situations are uncomfortable. In mountaineering one person often needs the next rope length and must make small decisions by the centimetre and larger choices every half hour. Some choices are life threatening. On a recent Nepal expedition his youngest team member developed high
#272: Different Beats Better: Branding That Sells Without Selling with David Brier
Hear branding advice that shifts focus from "better" to "different." David Brier explains how branding is the art of differentiation. He shows why brands that only tweak visuals fail, and shares real cases: a failed Jaguar rebrand and a successful Napa Fresh relaunch. Learn practical steps and imagination tools. About David Brier David Brier, known by many as "The Brandfather," is the recipient
#271: How BSI Software Builds the Future: Data, AI Agents and Digital Sovereignty with Markus Brunold
This episode explains how BSI builds for data, AI agents, and digital sovereignty. Markus Brunold shares the company mission, cloud and AI model choices, and how human roles and AI agents work together. Hear concrete examples and product thinking for regulated industries like financial services. About Markus Brunold Markus Brunold is CEO of BSI Software and is responsible for the company's long-
#270: Why Human Voices Are the Secret to Digital Transformation with Alex Wunschel
Learn why human voices drive digital transformation. Alex Wunschel explains how voice builds trust, shapes culture, and makes leaders relatable. Get concrete tips to speak authentically, train voice skills, and embed audio into internal communication. Hear real examples and pitfalls to avoid in corporate communication. About Alexander Wunschel Alexander Wunschel is a founder, podcast pioneer, and
#269: School Needs a CX Makeover: Here is How with Leonard Sommer
Leonard Sommer argues schools are stuck in an industrial model and kill creativity. He shares proven examples and methods to redesign student experience. Learn why culture, not curriculum, matters and how businesses can partner with schools to prepare future workers and protect human creativity in the AI era. About Leonard Sommer Since 2014, Leonard Sommer has been actively promoting creativity
#268: AI Won't Fix Bad CX But It Will Expose It with Rajat Chawla
This episode shows how AI magnifies both strengths and gaps in customer experience. Rajat Chawla explains why AI exposes bad CX, how invisible effortless experiences look, and what leaders must do on culture, accountability, and journey design using Taco Bell, KLM, and Starbucks examples. About Rajat Chawla Some highlights about Rajat Chawla: - Asia's first Certified Customer Experience professi
#267: Mastering CX and Digital Innovation: Global Insights
In this engaging episode Gregorio Uglioni welcomes Hussein M. Dajani, a visionary leader in customer experience and digital transformation. Hussein shares his journey through various leadership roles, highlighting his impactful work at Red Bull, Nissan, and Deloitte Digital. He discusses the importance of customer-centric strategies and the integration of technology to enhance customer experiences
#266: The Heart Of Service: a Blueprint For Human-Centric Ai In Customer Service
This episode dives into The Heart of Service, a practical guide to human-centered AI in customer service. Nick explains real stories, change management, measuring AI impact, frontline listening, ethics, and tools leaders can use. Good for CX leaders, managers, and practitioners. About Nick Glimsdahl Nick Glimsdahl is a trusted advisor to customer service leaders navigating the pressure to modern
#265: Winning Leadership Buy-In: Aligning CX with Business Goals
Gregorio Uglioni sits down with senior customer experience manager Patty Soltis to explore the intricate dynamics of convincing the C-suite to embrace customer experience initiatives. Patty shares invaluable insights on aligning CX efforts with business strategies, understanding executive priorities, and demonstrating the true value of CX to drive profitability. This episode is a must-listen for a
#264: B2B or B2C: Time to Level Up in CX with Ben Phillips
Ben Phillips, a 20-year CX professional, explains how B2B customer experience differs from B2C, highlights key B2B moments, and gives real examples of fixing and leveraging accounts. He also shares practical training ideas: translate leadership strategy into frontline actions and use short, authentic formats like podcasts. About Ben Phillips Ben is a Certified CX Professional (CCXP) with almost
#263: People, Platforms, and the Truth About CX
In this episode, Gregorio Uglioni dives deep into the world of brand love with Professor Aaron Ahuvia, a leading expert in the field. If you're curious about how emotional connections with brands are formed and why they matter for your business, this episode is a must-listen. Discover the science behind brand love, the strategies top companies use to create loyal customers, and how you can apply t
#262: Retail Reinvented: People, Platforms, and the Truth About CX with Melissa Moore
Melissa Moore shares real retail stories, training tips, and practical views on customer centricity, employee experience, AI, and TikTok shop. Listeners get honest lessons on execution, people-first leadership, and building consistent retail experiences across channels. About Melissa Moore Melissa Moore is an award-winning Retail Consultant and Educator with over 25 years' retail experience. She
#261: Fans Favorite: Mastering Design Thinking: Igniting Innovation and Supercharging Transformation with Michael Lewrick
In this episode, Greg sits down with Michael Lewrick, bestselling author and design thinking expert, to unravel how the mindset of design thinking—beyond just tools—can spark innovation, drive transformation, and elevate business performance. Michael dives into real-world cases, shares his "50 tools" framework, explores how to measure innovation using metrics and AI, and explains how ecosystems an
#260: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success
Annette Franz discusses her book on employee experience and emphasizes the connection between employee understanding and business success. She provides insights on culture, listening, and empathy as vital components for creating a positive workplace environment. About Annette Franz Annette Franz is a globally recognized thought leader, author, and speaker in culture transformation, employee expe
#259: Leading High-Performing Teams: Simple Habits of Fearless Leaders: Nick James
Learn how fearless leaders build high-performing teams. Nick James shares practical habits: start with why, create psychological safety, empower people, use candid feedback, and coach individuals. He also explains his Eighty20 coaching, leading agile change, and why radical transparency and backing your team matter in fast change driven by AI and technology. About Nick James Based in Zurich, Nic
#258: Building the Future: AI, Avatars and the Power of Community
This episode explores avatars, AI, and community-driven value. Annika Kessel explains Cosmic Universe, ethical avatar design, NFTs, and community economies. Hear real risks like profile hacking and practical uses for brands, education, and mental health. Learn a human-centered view of AI and the future. About Annika Kessel Annika Kessel is a visionary leader building a new societal model at the
#257: Toward a Post-Digital Society: Where Digital Evolution Meets People's Revolution: Antonio Grasso
Antonio Grasso offers invaluable perspectives for anyone looking to understand the intersections of technology, business, and society. By embracing a human-centric approach to digital transformation, businesses and individuals can prepare for a future where technology supports and enhances human endeavors. About Antonio Grasso is the Founder and CEO of Digital Business Innovation Srl, a thriving
#256: Beyond the Theory: Creating Meaningful Experiences with Sam Stern
Sam Stern shares his unique perspective on bridging strategic insights with practical execution. He dives deep into the nuances of translating feedback into internal improvements at LinkedIn, highlighting the value of member voices in shaping user-centric solutions. Sam underscores the importance of emotional memory in customer experience design, emphasizing that people remember how moments felt
#255: Fans Favorite: Bridging the Human Gap: Navigating B2B Sales Strategies with Jim Rembach
We deep dive into the interplay between artificial intelligence (AI) and human interaction in B2B sales environments. Our discussion traversed through the significance of forward-thinking, the essence of understanding customer needs, and the pivotal role of differentiation in today's competitive market. We unravel the nuances of fostering meaningful connections in the B2B landscape, and explore ac
#254 Winning Inside to Win Outside: The EX-CX Connection with Francesca Di Meglio
How do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX. It's a masterclass in real leadership in the age of AI. The Top 3 Key Learnings 1. EX is the foundation of CX — Happy, trusted employees create better c
#253: Fans favorite: Mastering Digital Transformation with Marcus Köhnlein
In this episode, we discuss the role of leadership in guiding these transformations and explore how customer experience is evolving in the digital age. About Marcus Köhnlein Partner at Tactical Management Partner at Quarero Marketing Accelerator Partner at Quarero AG Partner at Taskforce Solutions Ltd / 360workx GmbH Resources LinkedIn Top Voice : https://www.linkedin.com/in/marcus-koehnlein/
#252: It's Not Just Tech: Why People Drive Real Transformation with Bernd Ziethen
In this episode, we explore the truth behind real transformation with Bernd Ziethen, an experienced CEO, HR consultant, and headhunter. Bernd shares that while technology is advancing fast — especially with AI — true business success depends on leadership, culture, and human connection. He explains that even the best tech tools will fail without strong people and trust behind them. Bernd draws a
#251: Fans favorite: Mastering the Art of Customer Experience: Insights from the CEO of the CXPA
Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and aligning internal operations to consistently deliv
#250: Jumpstart Your Workplace Culture
What does it take to create a workplace where people thrive, expectations are high, and trust is real? In this episode, Eric Stone shares practical advice from his book Jumpstart Your Workplace Culture. From leadership values to employee development, you'll walk away with powerful tools to transform your organization. The Top 3 Key Learnings 1. Culture is the catalyst for execution — Strong rela
#249: Fans favorite: Leading a Human-Centric Digital Transformation
In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it's not just about technology; it's about reimagining both the work and the ways of working to produce a customer-centric business transformation. He shares compelling examples from contact centers and airlines to illustrate how digital tools can be enablers rather than solutions looking for problems.
The Customer Experience World Games 2025 with Tom DeWitt
The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. Th
Evolving Personalization: The Secrets to Staying Ahead in CX
In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://eu
Fan Favorite: Recalibrating Leadership for the Infinite Game
In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://eu
The Customer Experience World Games 2025 with Michael Brandt
The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. Th
Aha! Moments That Change Everything
In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://eu
The Customer Experience World Games 2025 with Thulani Ncube
The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. Th
Revisited: Unleashing the Power of Experience Management
In collaboration with CCW Europe Summit 2025 CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://eur
The Customer Experience World Games 2025 with Neal Topf
The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding individuals who help charities improve. Customer Experience professionals worldwide come together to share their experience insights and help others. Th
Governance for CX Success: Uniting Teams and Tech for Seamless Collaboration
In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today's challenges and shape tomorrow's solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google, Nestlé, Ryanair, and more. Spot are limited! Join the event join the movement: Use the discount code CXGOALKEEPER20 for 20% additional discount!. https://eu
The Future of Aged Care: How Ohana is Changing Home Healthcare
This episode is a powerful conversation with Peter Nicholson about transforming home healthcare through Ohana. Discover how his personal mission and professional background are creating real change in aged care, training caregivers with purpose, and helping older adults live with dignity. About the Guest Peter Nicholson is Managing Director of ALTKEA, a global healthcare consultancy. For five year
Revisited: Never Lose an Employee Again with Joey Coleman
We are revisiting one of the most downloaded episodes of the CX Goalkeeper Podcast; we were joined by Joey Coleman, an expert in customer experience and the author of "Never Lose an Employee Again." This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both. Top 3 Key Takeaways Employee Experience as a Recruiti
YOU ARE THE BOSS: BECOME THE MANAGER YOU WANT TO BE
Are you truly the leader you want to be—or just reacting under pressure? In this powerful episode, Sabina Nawaz shares hard-earned insights from decades of coaching CEOs and writing her new book, You Are the Boss. Discover how to navigate leadership challenges and lead with intention, clarity, and care. About the Guest Sabina Nawaz is an elite executive coach who advises C-level executives and tea
Energizing Teams, Delighting Customers: Stacy Sherman on Doing CX Right
In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of "Doing CX Right," Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty. A Short Description of the Guest Stacy S
Workforce Management in the Digital Age
This episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of "WFM Unfiltered," shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyo
