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

Gregorio Uglioni - Digital Transformation, Customer Experience, Leadership
  • 5.0 (12)
  • Management
  • Updated Weekly

Digital & Business Transformation | Customer Experience | Leadership | AI | Innovation This podcast goes beyond theory. It brings you real-world experiences from best-in-class experts who explore the intersection of people, technology, and measurable business results. Hosted by Gregorio Uglioni, global transformation leader, keynote speaker, and recognized authority in Customer Experience (CX), each episode features insightful conversations with top executives, innovators, and changemakers. Discover how today's leaders are accelerating transformation, leading with purpose, driving innovation, enabling human-centered growth, and creating lasting value across customer, employee, and operational dimensions. Smart insights. Bold ideas. Real impact. Your weekly pitch for a smarter way to lead and grow.

  1. How CX Leaders Can Win With AI with Greg Melia

    1d ago

    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 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/

    30 min
  2. Why Great Customer Experience Starts with Finance with Veronika von Heise-Rotenburg

    Jun 28

    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 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/

    31 min
  3. The Customer Experience World Games 2026 with Michael Brandt

    Jun 21

    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 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/

    11 min
  4. The Customer Experience World Games 2026 with Qaalfa Dibeehi

    Jun 16

    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 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/

    12 min
  5. The Customer Experience World Games 2026 with Mike McClelland

    Jun 16

    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 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/

    12 min
  6. The Global CX Alliance: Official Launch

    Jun 7

    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 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/

    30 min
  7. The Customer Experience World Games 2026 with Christopher Brooks

    May 31

    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 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/

    26 min
  8. AI and the Human Future of Care: The Patient Is More Than Data with Peter Brem

    May 25

    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 at Kantonsspital Winterthur, one of Switzerland's leading cantonal hospitals. A TEDx speaker, lecturer at ZHAW and an invited Speaker, and co-architect of one of Switzerland's first formal Advanced Practice Physiotherapy curricula, he has spent two decades at the intersection of clinical excellence, systems transformation, and digital health. His reference points are not only clinical. He is deeply influenced by the hospitality philosophy, the belief that unreasonable care and relentless excellence are not luxuries, but standards. He brings that mindset into a context where most people have stopped expecting it: the rehabilitation ward. He holds an MSc in Pain Management (Leicester), a Digital Health certificate from Stanford, and an Advanced Management Program from the University of St. Gallen. Recently he has delivered an AI in Healthcare webinar to 180 participants in Laos, hosts a webinar series on AI for allied health professionals across Switzerland, and has worked with performance technology in clinical settings since 2019. Peter doesn't talk about the future of healthcare. He builds it — patient by patient, system by system. Relevant links:  https://www.linkedin.com/in/peter-brem-msc-53607783 https://www.instagram.com/brempete_r/ Chapters: 0:00 - Intro 0:35 - Introduction to Healthcare AI and Human Connection 1:07 - Building the Future of Healthcare Education 3:39 - The Role of Technology in Patient Care 6:31 - Insights from a TEDx Talk on Movement and Health 7:59 - Daily Exercises for Better Health 9:16 - Reevaluating the 10,000 Steps Guideline 11:12 - Building Trust in AI for Healthcare 15:05 - Patient-Centric Healthcare Systems 17:29 - AI's Impact on Patient Perception 24:59 - Successful AI Use Cases in Patient Care 29:04 - Understanding AI's Limitations in Healthcare 32:52 - Quickfire Round: Insights and Advice 37:32 - Peter's Golden Nugget: Human Connection in AI Age 39:16 - Conclusion and Thanks 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/

    41 min
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5
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About

Digital & Business Transformation | Customer Experience | Leadership | AI | Innovation This podcast goes beyond theory. It brings you real-world experiences from best-in-class experts who explore the intersection of people, technology, and measurable business results. Hosted by Gregorio Uglioni, global transformation leader, keynote speaker, and recognized authority in Customer Experience (CX), each episode features insightful conversations with top executives, innovators, and changemakers. Discover how today's leaders are accelerating transformation, leading with purpose, driving innovation, enabling human-centered growth, and creating lasting value across customer, employee, and operational dimensions. Smart insights. Bold ideas. Real impact. Your weekly pitch for a smarter way to lead and grow.

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