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Gregorio Uglioni
Head Business Transformation at Kantonsspital Winterthur
Zurich, Switzerland
Gregorio Uglioni is an expert in Business Transformation, Innovation and Customer Experience.
Thanks to his strong leadership skills, Gregorio has successfully led several transformation programs achieving great results, creating a positive customer impact while relentlessly nurturing a positive innovation culture. His cross-industry engagement for the development of the customer experience science (e.g., with his podcast “CX Goalkeeper”, as a Judge at several international events, as a co-author of the global best-seller “Customer Experience 3”) and his in-depth know-how allowed him to be recognized as an expert in Customer Experience. He is one of the few CCXP’s in Switzerland and the world’s first certified ACXSPlus.
Gregorio holds two masters from the University of Zurich. He started his career at Accenture and is now the Head of Business Transformation at the Cantonal Hospital of Winterthur (Zurich) in Switzerland.
Gregorio’s battery charger is his family
Available For: Influencing, Speaking Travels From: Zurich, Switzerland Speaking Topics: Customer Experience, Leadership, Customer Service
Gregorio Uglioni
Points
Academic
0
Author
444
Influencer
5
Speaker
29
Entrepreneur
23
Total
501
Points based upon Thinkers360 patent-pending algorithm.
Holistic Experiences with Miles C. Thomas – E83
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July 18, 2022
Episode released on: 18. July 2022 The CX Goalkeeper had the great opportunity to interview Miles C. Thomas LinkedIn Headline: Chief Experience Officer – Creating Customer Centric Companies -Global customer service & experience leader – Contributing author CX3 – Chair of C
Tags: Customer Experience, Digital Transformation, Leadership
Who is the CX Goalkeeper? with Dennis Wakabayashi – E82
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July 07, 2022
Episode released on: 11. July 2022 The CX Goalkeeper had the great opportunity to interview Dennis Wakabayashi LinkedIn Headline: Global Voice of #CX | Connector of people and resources to transform business | Digital Marketing Instructor | Author | Industry MC and Keynote S
Tags: Customer Experience, Digital Transformation, Leadership
Human Level Artificial Intelligence with Pascal Kaufmann – E28 REPLAY
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July 04, 2022
Episode released on: 28th June 2021 The CX Goalkeeper had the great opportunity to interview Pascal Kaufmann LinkedIn Headline: Founder & CEO (we are hiring !) My learnings: – It is possible to create human level AI – Deep learning and Machine Learning will not replicate the hum
Tags: Customer Experience, Digital Transformation, Leadership
Emotional Intelligence – Sandra Thompson – E81
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July 04, 2022
Episode released on: 04. July 2022 The CX Goalkeeper had the great opportunity to interview Sandra Thompson LinkedIn Headline: Founder of the Ei Evolution CX & EX Consultancy| CX & EX Educator| 1st Goleman Emotional Intelligence Coach in the UK| TEDx speaker| Applied
Tags: Customer Experience, Digital Transformation, Leadership
What changed and what did not change in CX with Rick Denton – E80
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June 27, 2022
Episode released on: June 26th, 2022 The CX Goalkeeper had the great opportunity to interview Rick Denton LinkedIn Headline: Customer Experience Transformation |
Tags: Customer Experience, Digital Transformation, Leadership
How To Turn Your Employees Into Lead Magnets & Customer Advocates with Jill Raff – E79
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June 19, 2022
Episode released on: 20. June 2022 The CX Goalkeeper had the great opportunity to interview Jill Raff LinkedIn Headline: Expert Insights Turning Employees Into Advocates and Customer Magnets Consultant, Speaker, Show Host, Author, CEO/Founder of Jill Raff Group, LLC Highlights: 00:00 Game Start
Tags: Customer Experience, Digital Transformation, Leadership
(REPLAY) Outstanding experiences in Dubai, the center of excellence with Faran Niaz – E24
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June 15, 2022
Episode released on: 31. May 2021 The CX Goalkeeper had the great opportunity to interview Faran Niaz LinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader 2021 | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings |
Tags: Customer Experience, Digital Transformation, Leadership
Digital Customer Service with Rick DeLisi – E78
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June 13, 2022
Episode released on: 13. June 2022 The CX Goalkeeper had the great opportunity to interview Rick DeLisi LinkedIn Headline: Co-Author of “Digital Customer Service: Transforming Customer Experience for an On-Screen World” and “The Effortless Experience” Highlights: 00:00 G
Tags: Customer Experience, Digital Transformation, Leadership
(Replay) Platforms and their implications on business with Anna Noakes Schulze – E23
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June 08, 2022
Episode released on: 24. May 2021 The CX Goalkeeper had the great opportunity to interview Anna Noakes Schulze LinkedIn Headline: UX/CX Strategist | Keynote Speaker | Bestselling CX Author | Top CX Influencer for 2022 | Digital Platform & Ecosystem CX My learnings: Platf
Tags: Customer Experience, Digital Transformation, Leadership
The Customer Experience Landscape – Ozkan Demir, CEO Pisano – E77
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June 06, 2022
Episode released on: June 6th, 2022 The CX Goalkeeper had the great opportunity to interview Ozkan Demir. LinkedIn Headline: Chief Executive Officer – Pisano Highlights: 00:00 Game Start 00:50 Ozkan’s Introduction 02:20 Ozkan’s Values 04:30 His view of the CX landscape “
Tags: Customer Experience, Digital Transformation, Leadership
86 Podcasts
Holistic Experiences with Miles C. Thomas
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July 17, 2022
The CX Goalkeeper had the great opportunity to interview Miles C. ThomasLinkedIn Headline: Chief Experience Officer - Creating Customer Centric Companies -Global customer service & experience leader - Contributing author CX3 - Chair of CX Judges - Top CX Influencer 2021/22Highlights:00:00 Game S
Tags: Customer Experience, Digital Transformation, Leadership
Who is the CX Goalkeeper? with Dennis Wakabayashi
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July 10, 2022
The CX Goalkeeper had the great opportunity to interview Dennis WakabayashiLinkedIn Headline: Global Voice of #CX | Connector of people and resources to transform business | Digital Marketing Instructor | Author | Industry MC and Keynote SpeakerHighlights:00:00 Game Start00:24 Dennis' introduction01
Tags: Customer Experience, Digital Transformation, Leadership
Emotional Intelligence with Sandra Thompson
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July 03, 2022
The CX Goalkeeper had the great opportunity to interview Sandra ThompsonLinkedIn Headline: Founder of the Ei Evolution CX & EX Consultancy| CX & EX Educator| 1st Goleman Emotional Intelligence Coach in the UK| TEDx speaker| Applied CX & EI course lead| Contributing author to PUNK XLHighl
Tags: Customer Experience, Digital Transformation, Leadership
How to turn Your Employees into Lead Magnets and Customer Advocates with Jill Raff
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June 19, 2022
The CX Goalkeeper had the great opportunity to interview Jill RaffLinkedIn Headline: Expert Insights Turning Employees Into Advocates and Customer Magnets Consultant, Speaker, Show Host, Author, CEO/Founder of Jill Raff Group, LLCHighlights:* 00:00 Game Start* 01:00 Jill's introduction* 05:00 Jill's
Tags: Customer Experience, Digital Transformation, Leadership
Digital Customer Service with Rick DeLisi
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June 12, 2022
The CX Goalkeeper had the great opportunity to interview Rick DeLisiLinkedIn Headline: Co-Author of "Digital Customer Service: Transforming Customer Experience for an On-Screen World" and "The Effortless Experience"Highlights:00:00 Game Start00:56 Rick's Introduction02:13 The Effortless Experience &
Tags: Customer Experience, Digital Transformation, Leadership
The Customer Experience Landscape with Ozkan Demir
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June 05, 2022
The CX Goalkeeper had the great opportunity to interview Ozkan Demir.LinkedIn Headline: Chief Executive Officer - PisanoHighlights:00:00 Game Start00:50 Ozkan's Introduction02:20 Ozkan's Values04:30 His view of the CX landscape "The Total Experience"06:49 Key ingredients for such a great success sto
Tags: Customer Experience, Digital Transformation, Leadership
Leadership with Neil Skehel - CEO & Founder Awards International
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May 29, 2022
The CX Goalkeeper had the great opportunity to interview Neil SkehelLinkedIn Headline: MBA, CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM, (Customer Experience Magazine). NED The Future Shaper Media Company.Highlights:0:00 Game Start1:30 Neil’s Introduction2:30 Ne
Tags: Customer Experience, Digital Transformation, Leadership
Blending Feng Shui Principles with Business & Personal needs with Claire Boscq
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May 22, 2022
The CX Goalkeeper had the great opportunity to interview Claire BoscqLinkedIn Headline: Turn People & Places into Prosperity using my BIZSHUI Method, blending Feng Shui Principles with Business & Personal needsHighlights:00:00 Game Start01:15 The Book BIZSHUI 9 keys to Feng Shui your Busines
Tags: Customer Experience, Digital Transformation, Leadership
Emotional Optimism & Employee Experience with Claude Silver - Chief Heart Officer
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May 15, 2022
The CX Goalkeeper had the great opportunity to interview Claude SilverLinkedIn Headline: Chief Heart Officer at VaynerMedia (CHRO)/Chief People Officer)Highlights:0:00 Game Start00:45 Claude's Introduction01:55 Claude's values04:09 Claude ingredients for success6:20 The Role of Human Being in Busine
Tags: Customer Experience, Digital Transformation, Leadership
Delivering WOW Through Service with Ryo Zsun from Zappos
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May 08, 2022
The CX Goalkeeper had the great opportunity to interview Ryo ZsunLinkedIn Headline: The Culture Maestro at Zappos | Speaker | Company Culture | Customer Experience Highlights:00:00 Game Start 01:00 Ryo's introduction02:30 Ryo's values 03:38 Why are you working for Zappos? 06:22 What motivate you and
Tags: Customer Experience, Digital Transformation, Leadership
The Experiences of a CX Legend with Faran Niaz
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May 02, 2022
The CX Goalkeeper had the great opportunity to interview Faran NiazLinkedIn Headline:Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader 2021 | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings | CEO & Founder – CX FUTURE | Int’l CX Awards Jud
Tags: Customer Experience, Digital Transformation, Leadership
The Role of CX Professionals with Alex Mead
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April 25, 2022
The CX Goalkeeper had the great opportunity to interview Alex MeadLinkedIn Headline: Chief Customer Service Experience Officer - Transforming omnichannel CX across contact centre, digital, social & physical channels - Leading teams which innovate across all customer activities - CRM, AI, Data, A
Tags: Customer Experience, Digital Transformation, Leadership
Uplifting Service with Ron Kaufman - Second Half
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April 18, 2022
The CX Goalkeeper had the great opportunity to interview RON KAUFMANRon's LinkedIn Headline:New York Times Bestselling Author "UPLIFTING SERVICE" | Customer Experience & Service Culture Expert | Keynote SpeakerThis discussion was split in 2 episodes. On April 4th, the first episode went liveHigh
Tags: Customer Experience, Digital Transformation, Leadership
Uplifting Service with Ron Kaufman - First Half
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April 11, 2022
The CX Goalkeeper had the great opportunity to interview RON KAUFMANRon's LinkedIn Headline: New York Times Bestselling Author "UPLIFTING SERVICE" | Customer Experience & Service Culture Expert | Keynote SpeakerThis discussion was split in 2 episodes. On April 11th, the second episode will be l
Tags: Customer Experience, Digital Transformation, Leadership
Simplifying business with Ricardo Saltz Gulko in collaboration with the ECXO
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April 04, 2022
The CX Goalkeeper had the opportunity to interview Ricardo Saltz GulkoCustomer & Employee Experience & Customer Success - Services - Data-Driven Transformation, Lead Design & Innovation, Change & Growth - Founder of the European Customer Experience Organization (ECXO)The game with Ri
Tags: Customer Experience, Digital Transformation, Leadership
The Impact of CX on Business with Petko Tinchev
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March 28, 2022
The CX Goalkeeper had the great pleasure to interview Petko Tinchev from GemseekPetko Tinchev: CEO at GemSeek | Predicting future behaviour by fusing what customers say and do | CX impact accelerationHighlights: 0:00 Kickoff 0.49 Petko Tinchev's introduction 1:51 Petko's career 4:16 Petko's co
Tags: Customer Experience, Digital Transformation, Leadership
Leadership and Trust with Dr. Brian Harman
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March 21, 2022
The CX Goalkeeper had a smart discussion with Dr. Brian HarmanCoaching Executives Into High-Trust Leaders Who Earn 41% More In 3 Months Using The Signature BMH Career & Leadership AcceleratorHighlights:1:30 Brian's Introduction4:27 Brian’s TEDx Talk “How to use humor to build trust”7:13 Di
Tags: Customer Experience, Digital Transformation, Leadership
CX Management Competencies and their role in frontier & emerging markets with deBBie Akwara
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March 14, 2022
The CX Goalkeeper had a smart discussion with deBBie AkwaradeBBie is a CX Start-Up CEO, a Global CX Thought Leader & Influencer, a CX Entrepreneur, Practitioner & Educator and HumanitarianKey topics discussed is the competency framework required to deliver CX SuccessBusiness goal understandi
Tags: Customer Experience, Digital Transformation, Leadership
CX foundation and Leadership with Jeannie Walters
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March 07, 2022
The CX Goalkeeper had a smart discussion with Jeannie WaltersFounder and CEO of Experience Investigators, Customer Experience Speaker, Trainer, Podcast Host.In this episode you will learn:- Customer experience is more than a customer journey map or a Net Promoter Score.- It creates fewer ruined days
Tags: Customer Experience, Digital Transformation, Leadership
The Dark Side of Customer Experience with Michael Bartlett - Second Half
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February 28, 2022
The CX Goalkeeper had a smart discussion with Michael Bartlett.Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues.We discussed about in the 2 episodes with him: catalog
Tags: Customer Experience, Digital Transformation, Leadership
The Dark Side of Customer Experience with Michael Bartlett - First Half
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February 21, 2022
The CX Goalkeeper had a smart discussion with Michael Bartlett.Michael is the creator of the CCXP exam simulator and the director of Experience Innovation at JMARK. He is a serial founder and philanthropreneur dedicated to helping animal rescues.We discussed about the key takeaways from the book in
Tags: Customer Experience, Digital Transformation, Leadership
Women in CX: an outstanding highly committed community - E61 with Clare Muscutt
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February 14, 2022
There Are More Male CEOs With The Name “John” Than Women CEOsThe CX Goalkeeper had a smart discussion with Clare MuscuttMember-centered community designer, she brings together women in customer experience from across the globe to collaborate, inspire, learn from, and support each other to succee
Tags: Customer Experience, Digital Transformation, Leadership
The Experience Maker - How To Create Remarkable Experiences - E60 with Dan Gingiss - 2nd Half
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February 07, 2022
“Find your slice of cake & a candle and transform it into chocolate box & a sparkler”The CX Goalkeeper had a smart discussion with Dan GingissDan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a PodcasterThis is
Tags: Customer Experience, Digital Transformation, Leadership
The Experience Maker - How To Create Remarkable Experiences - E59 with Dan Gingiss - 1st Half
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January 31, 2022
“Find your slice of cake & a candle and transform it into chocolate box & a sparkler”The CX Goalkeeper had a smart discussion with Dan GingissDan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a Podcaster.The dis
Tags: Customer Experience, Digital Transformation, Leadership
The Importance of Communication - E58 with Filippo Poletti
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January 24, 2022
Only in the dictionary “success” comes before “work”The CX Goalkeeper had a smart discussion with Filippo PolettiFilippo Poletti is one of THE TOP VOICE OF LINKEDIN in Italy. He is an Italian journalist and a digital communication manager.In this episode you will learn about:- His book “Ti
Tags: Customer Experience, Digital Transformation, Leadership
Inside Your Customer's Imagination - E57 with Chip Bell - 2nd Half
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January 17, 2022
Trust the frontline! They are the ambassadors and the scouts.The CX Goalkeeper had a smart discussion with Chip BellChip Bell is a World-Renowned Authority On Customer Loyalty And Service InnovationThe discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and S
Tags: Customer Experience, Digital Transformation, Leadership
Inside Your Customer's Imagination - E56 with Chip Bell - 1st Half
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January 10, 2022
The CX Goalkeeper had a smart discussion with Chip BellChip Bell is a World-Renowned Authority On Customer Loyalty And Service InnovationThe discussion was split in 2 episodes. This is the first half. In this episode you will learn:- How to align privacy and personalization- The responsibility of im
Tags: Customer Experience, Digital Transformation, Leadership
Customer service costs: what are we talking about? - E55 with Vincent Placer
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January 03, 2022
The CX Goalkeeper had a smart discussion with Vincent PlacerCEO of Colorado Group and ECXO Ambassador for the French ChapterThe discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify and Stitcher as well as a WEBCAST on YouTube.In this episode we discuss about:-
Tags: Customer Experience, Digital Transformation, Leadership
From Experience Design To Experience Delivery - E54 with Mario Sepp
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December 27, 2021
The CX Goalkeeper in collaboration with the ECXO had a smart discussion with Mario SeppMario is Owner and Founder of Gastspiel and an Ambassador of the ECXO.In this episode you will learn:some insights on the ECXOwhat are the relevant key components of a CX transformationwhere to focus on at the beg
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Mary Drumond SECOND HALF - E53 is about customers' behaviours and a lot more
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December 20, 2021
The CX Goalkeeper had a smart discussion with Mary DrumondChief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.I split the discussion in 2 episodes, the first one went live last week!In this episode:- How to operationalizing empathy- Focus on identif
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Mary Drumond FIRST HALF - E52 is about Customers' Behaviours and a lot more
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December 13, 2021
The CX Goalkeeper had a smart discussion with Mary DrumondChief Marketing Officer at Worthix, host of the Voices of CX, Keynote speaker and thought leader in CX.I split the discussion in 2 episodes, stay tuned also for the second part next week!In this episode:- Customers are bombarded by requests f
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Imtiaz Bellary from ENGATI - E51 is about engaging and retaining customers
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December 06, 2021
The CX Goalkeeper had a smart discussion with Imtiaz BellaryImtiaz is SVP Product and Customers at ENGATI.In this episode you will learn about:- Engati’s success story: Engaging through automation and intelligence- With a customer interactions you can achieve more than only solving customer issues
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper & Mark Hamill - E50.1 SPECIAL EDITION - is about the Awards Business and recognition
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December 01, 2021
The CX Goalkeeper had a smart discussion with Mark HamillMark Hamill is the CEO of ARCET GlobalThe discussion is available on all common PODCASTING platforms as Apple, Google, Amazon, Spotify, and Stitcher as well as a WEBCAST on YouTube.In this episode we discuss:- about ARCET Global- Culture is a
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Ramon Ray - E50 is about Corporate Branding, Personal Branding and a lot more
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November 29, 2021
The CX Goalkeeper had a smart discussion with Ramon RayRamon Ray is an in-demand expert on small business success. He's a global keynote speaker, event host and emcee, entrepreneur, and best-selling author.Ramon inspires and educates thousands of business owners a year andworks with leading brands t
Tags: Customer Experience, Leadership, Personal Branding
CX Goalkeeper & ECXO with Silvana Buljan - E49 is about CX leadership on managerial level
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November 22, 2021
The CX Goalkeeper had a smart discussion with Silvana Buljan Silvana is founder and CEO of Buljan & Partners Consulting, Ambassador of the ECXO and Professor of Customer Experience at the Mondragon Unibertsitatea in Spain. In this episode you will learn: - Some insights on the ECXO - Culture is key
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper & Claire Boscq-Scott, 2nd Half- E48 is about BIZSHUI - blending Feng Shui & Business
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November 15, 2021
The CX Goalkeeper had a smart discussion with Claire Boscq-ScottCEO of the Jersey Hospitality Association, the BIZ-SHUI creator, Keynote speaker, Book author… simply: Claire is full of energy!I split the discussion in 2 episodes, the first episode went live last week!In this episode you will learn
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Claire Boscq-Scott - First Half - E47 is about BIZ-SHUI - blending Feng Shui & Business
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November 08, 2021
The CX Goalkeeper had a smart discussion with Claire Boscq-ScottCEO of the Jersey Hospitality Association, the BIZ-SHUI creator, Keynote speaker, Book author… simply: Claire is full of energy!I split the discussion in 2 episodes, stay tuned also for the second part next week!In this episode you wi
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper & ECXO with Jef Teugels - E46 is about Customer Culture
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November 01, 2021
The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Jef TeugelsJef is founder of Reins Group and an ambassador of the ECXO.In this episode you will learn:- Some highlights on the ECXO- The definition of culture and customer culture
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper Podcast
Gregorio Uglioni
November 01, 2021
The CX Goalkeeper podcast shares SMART discussions on Customer Experience, Innovation, Transformation and Leadership. On a weekly basis, your host, Gregorio Uglioni selects thought leaders to share cutting edge insights, actionable knowledge and tangible learnings to bring YOU and YOUR business one step ahead.
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper & the ECXO with Federico Cesconi - E45 is about Customer Insights & relevant experiences
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October 25, 2021
The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Federico CesconiFederico Cesconi is the CEO and co-founder of Sandsiv+ and he is an ambassador of the ECXO.Which is available on all common PODCASTING platforms like Apple, Google
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper & Fireside Chat Without The Fires E44 2nd Half- Words of Wisdom from the CX Community
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October 18, 2021
The CX Goalkeeper had a double smart discussion with Neal Topf and Paul Catherall.Which is available on all common PODCASTING platforms like Apple, Google, Amazon, and Spotify as well as a WEBCAST on YouTube.Neal Topf is the president of Callzilla and the co-host of "Fireside chat without the Fires"
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper & Fireside Chat Without The Fires E43 1st Half- Words of Wisdom from the CX Community
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October 11, 2021
The CX Goalkeeper had a smart discussion with Neal Topf and Paul Catherall.Neal Topf is the president of Callzilla and the co-host of Fireside chat without the Fires together with Paul Catherall.Paul Catherall is helping companies to start their own podcast, he is passionate about customer experienc
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper and the ECXO with Enrique Gomez - E42 is about ROI in customer experience
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October 04, 2021
The CX Goalkeeper in collaboration with the European Customer Experience Organization (ECXO) had a smart discussion with Enrique Gomez Alonso Enrique is Principal XP South EMEA at Medallia and Founding Member of the ECXO In this episode you will learn: - Some highlights on the ECXO - Show financial
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Rosaria Cirillo - E41 is about Yellow Factor: Happiness in Business
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September 27, 2021
The CX Goalkeeper had a smart discussion with Rosaria CirilloRosaria is an expert on H-CX, she is an Author a Certified Happiness Trainer and THE Happiness Driven Growth Change Catalyst. Additionally TED Speaker, CX Trainer & Management AdvisorWe discussed about the book: Yellow Factor, Happiness in
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Shep Hyken - E40 is about AMAZING experiences and the Shep's latest book: I'LL BE BACK - How to Get Customers to Come Back Again and Again
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September 20, 2021
The CX Goalkeeper had a smart discussion with Shep HykenShep Hyken, customer service and experience expert, keynote speaker and NYT bestselling author, helps companies deliver AMAZING customer service experiences!Shep will publish his latest book "I'LL BE BACK - How to Get Customers to Come Back Aga
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper and the ECXO with Jeff Sheehan - S1E39 is about Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program
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September 13, 2021
The CX Goalkeeper had a smart discussion with Jeff SheehanJeff is a customer experience (CX) practitioner, CX author, and an active member of the global CX community. He is a passionate customer advocate whose work improves operational excellence and profitability, customer intimacy, and growth usin
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper & the ECXO with Tue Sottrup: Product Led Customer Success
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September 05, 2021
The CX Goalkeeper had a smart discussion with Tue SottrupChief CX Evangelist at Dixa & an Ambassador of the ECXO. Tue is passionate about customer service and engagement, and he truly believes that software can empower customers and businesses to build stronger bonds, be more efficient and increase
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper & Maurice FitzGerald 2st Half - S1E37 is about NPS strengths, weaknesses & its future
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August 30, 2021
The CX Goalkeeper had a smart discussion with Maurice FitzGerald (second half) Editor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Maurice FitzGerald 1st half - S1E36 is about NPS strengths, weaknesses and its future
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August 22, 2021
The CX Goalkeeper had a smart discussion with Maurice FitzGeraldEditor in Chief - Content, at OCX cognition. VP Customer Experience HP Software (retired). Former manager of the 23,000-member Net Promoter System (NPS) Forum on LinkedIn. Helping companies to improve customer experience and their metho
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Adam Posner - S1E35 is about Recruiting business, the first step in the employee experience
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August 16, 2021
The CX Goalkeeper had a smart discussion with Adam PosnerAdam Posner is the Founder and President at NHP Talent Group- a boutique NY-based talent consultancy, specializing in talent access for Senior-level roles within: Digital Marketing, Media, Ecommerce, Product and Content Creation at Start-ups,
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Santhakumaran Atmalingam - S1E34 is about the CX infinite loop and the marriage of CX & EX.
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August 09, 2021
The CX Goalkeeper had a smart discussion with Santhakumaran Atmalingam Santhakumaran is the Founder of CX Expert Asia, an International Customer Experience Consultant, a Global Keynote Speaker and Judge at several international CX awards. In this episode YOU will learn:What is the role of CX profes
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Naeem Arif - S1E33 is about CX in retail business
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August 02, 2021
The CX Goalkeeper had a smart discussion with Naeem ArifNaeem is a CX thought leader. Everybody knows him. He is the Customer First Enabler. He is the Director of the United Carpets Group PLC, the Managing Director of NA Consulting LTD, he is collaborating with Midlands Women in Tech Awards and a lo
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Peter Pirner - S1E32 is about the CX status in the DACH region and about his podcast "CX-Talks"
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July 26, 2021
The CX Goalkeeper had a smart discussion with Peter PirnerPeter is the CMO of Petlando and the podcast host of CX-Talks. He passionately helps companies to create better customer experiences. He is a former domain lead at Kantar Germany. We discussed about:“CX Talks”, Peter’s podcast in German
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Michael Brandt - S1E31 is about CX in B2B
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July 19, 2021
The CX Goalkeeper had a smart discussion with Michael Brandt My learnings:There are a lot of CX trainings on the market. There is a need for proper recognition of the good ones.The ECXO – European Customer Experience Organization has 500 members. It allows a forum for CX practitioners and CX profe
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Nick Glimsdahl - S1E30 is about "Press 1 for Nick" and Customer Service
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July 12, 2021
The CX Goalkeeper had a smart discussion with Nick GlimsdahlNick Glimsdahl is director Contact Center Solutions at VDS and host of the podcast Press 1 For NickMy learnings:Be purposeful with your time.Podcasts add value for prospects, customers and for the host. It is a way to add value by having fu
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Gustavo Imhof - S1E29 is about memories in Customer Experience
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July 05, 2021
The CX Goalkeeper had a smart discussion with Gustavo Imhof Gustavo is the Customer Insights Leader at Avado and he is the Head of CX at CXAhead. Gustavo is very well known in LinkedIn and on the market for his outstanding thoughts, insights and posts on Customer Experience. He is one of the co-auth
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Pascal Kaufmann - S1E28 is about human level artificial intelligence
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June 28, 2021
The CX Goalkeeper had a smart discussion with Pascal KaufmannMy learnings:- It is possible to create human level AI- Deep learning and Machine Learning will not replicate the human brain. Indeed, to create flying machine, it was not required to copy bird feathers- The principles of intelligence need
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Ian Golding - S1E27 is about boosting CX professionals' motivation
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June 21, 2021
The CX Goalkeeper had a smart discussion with Ian Golding, the CX specialist (and not expert)Ian is THE Global Customer Experience Specialist (and not expert!). He is a Certified Customer Experience Professional (CCXP) and the first recognized training provider by the CXPA. He is the CEO and founder
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Bjoern Kaelin - S1E26 is about leadership, empathy and the ART of collaboration
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June 14, 2021
The CX Goalkeeper had a smart discussion with Björn Kälin My learnings:His definition of empathy: feeling into something.The target is to understand customers’ feelings and acting on feelings (including what to do next)We are all humans, and we are not the same every day.Anthrolytics is the solu
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Annika Björck - S1E25 is about leadership and the source for change change
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June 07, 2021
The CX Goalkeeper had a smart discussion with Annika BjörckMy learnings:Most transformation projects fail due to 2 main causes:The initiative’s success cannot be proved, and little improvements are invisibleToo much focus on “doing” and not enough on change managementHow to cope with these is
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Faran Niaz - S1E24 is about outstanding experiences in Dubai, the center of excellence
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May 31, 2021
The CX Goalkeeper had a smart discussion with Faran NiazFaran Niaz is CEO & founder of CX FUTURE. He is a change management expert, agile CX leader and transformation specialist. Faran is an international speaker & awards judge.Additionally, he is passionate about LEGO and an award-winning photograp
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Anna Noakes Schulze S1E23 is about Platforms and their implications on business and CX
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May 24, 2021
The CX Goalkeeper had a smart discussion with Anna Noake SchulzeAnna is a Senior Partner for CX and a founding member and platform advisor of “Women in CX”. She is a best-selling author of the «Customer Experience 3» book, a TEDx & Keynote Speaker and a Startup Mentor.My learnings:Platform
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Annette Franz - S1E22 is about her book "Customer understanding"
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May 17, 2021
The CX Goalkeeper had a smart discussion with Annette Franz My learnings discussing about the book “Customer Understanding”, while we went through the three chapters: 1) ListeningStart with the customers and design / develop products for them. (and don’t try to find customers for the products
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Neil Skehel - S1E21 is about Awards International and true Leadership
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May 10, 2021
The CX Goalkeeper had a smart discussion with Neil SkehelNeil is CEO and founder of Awards International in the UK, Serbia and UAE. Owner of CXM (Customer Experience Magazine). My learnings:By winning an award and by sitting next to Don Hales, Neil started together with Don “Awards International
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Daniel Jordi - S1E20 is about "the aligned leader" and "leaders bridge". It's all about connecting people
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May 03, 2021
The CX Goalkeeper had a smart discussion with Daniel Jordi Daniel Jordi is connecting Switzerland’s Digital Leaders to accelerate their Digital Transformation. He is client partner at Ginetta, founder at LeadersBridge GmbH and the podcast host of “The Aligned Leader Show”. My learnings: A)
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Marius Ghios - S1E19 is about customer led environments and future-focused leaders
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April 25, 2021
Marius is a Customer Experience expert, an outstanding innovator and Judge at International CX Awards. He was named among the 50 most influential CX experts in UK.My learnings:Focus on customers’ needs and try to build everything around them (also leveraging available data).Often after the design
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Peter Dorrington - SPECIAL EDITION about the Launch of Anthrolytics
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April 21, 2021
The CX Goalkeeper had a smart discussion with Peter Dorrington. This is a special edition for the launch of AnthrolyticsPeter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the found
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Christopher Brooks - S1E18 is about the CXWG and what really matters most to customers
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April 19, 2021
The CX Goalkeeper had a smart discussion with Christopher BrooksChristopher is a Customer Experience Specialist. He is the Founder of the Customer Experience World Games and he is a Managing Director at Clientship.My learnings:CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy wa
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Deanna Russo - S1E17 is about linkedin secrets and best practices
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April 12, 2021
The CX Goalkeeper had a smart discussion with Deanna Russo Deanna is a Linkedin Strategist, Cheerleader and Accountability Partner at Leverage Up, LLC, which she founded 1 year ago. She grew her LinkedIn Following 25x in 18 months. My learnings:LinkedIn is for everybody, not only for job seekers. It
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Adrian Swinscoe - S1E16 is about his book "CX PUNK"
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April 05, 2021
The CX Goalkeeper had a smart discussion with Adrian SwinscoeAdrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX. We discussed following tracks from his book:With great power comes great responsibilitiesCX is not F***** metricsSimplicity rules: ok?T
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Nils Hafner - S1E15 is about the Customer Experience Trend Radar 2021
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March 29, 2021
The CX goalkeeper had a smart discussion with Nils Hafner.Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne.
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Gabe Smith - S1E14 is about the CXPA and the CCXP certification
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March 22, 2021
The CX goalkeeper had a smart discussion with Gabe SmithAfter more than 11 years at the American Cancer Society with his last role as Senior Consultant - Customer Experience, he moved to the CXPA - Customer Experience Professional Association as content manager in 2019. He creates and curates non-bi
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with James Dodkins - S1E13 is about how James applied the SCO method to his business and about social media
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March 15, 2021
The CX goalkeeper had a smart discussion with James DodkinsYes, I really mean JAMES - THE CX ROCKSTAR! He was named The UK's #1 CX Influencer by Customer Experience Magazine in 2020, he is a GLOBAL KEYNOTE SPEAKER, the HOST OF AMAZON PRIME’S ‘THIS WEEK IN CX’ and a lot more. The value he bring
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Stacy Sherman - S1E12 is about humanity in business, employee engagement and metrics
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March 08, 2021
The CX Goalkeeper had a smart discussion with Stacy Sherman Stacy Sherman is a mom of two fabulous kids and a Schnoodle dog. Fan of Simon Sinek. She is applying Simon’s WHY principles every day & mentoring others to do the same. Stacy is passionate about inclusion & thought diversity (as happy em
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with James Perryman - S1E11 is about Customer Experience Maturity Assessments
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February 27, 2021
The CX Goalkeeper had a smart discussion with James PerrymanJames Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential.James is the fo
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Peter Dorrington - S1E10 is about predictive behavioral analytics and its "real" use cases
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February 22, 2021
The CX Goalkeeper had a smart discussion with Peter DorringtonPeter is an event host & moderator, executive advisor, CX analytics expert, award-winning CX Influencer, and inventor of Predictive Behavioural Analytics (PBA). He is the founder of XMplify. “Analysis without actions is academy, actions
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Nate Brown - S1E9 is about the learning experience as an enabler to make people’s life better
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February 14, 2021
The CX Goalkeeper had a smart discussion with Nate BrownNate Brown is the Chief Experience Officer at Officium Labs, and the Co-Founder of CX Accelerator. His sweet spot is helping employees to understand the customer journey and how they play in role in improving it.He defines himself as a student
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Francesca Tempestini second half - S1E8 is about the whole employee experience at Disney
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February 07, 2021
The CX Goalkeeper had a second smart discussion with Francesca Tempestini.Francesca is speaking about the employee experience at Disney, as she worked there for 5 years.Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled also during the second d
Tags: Customer Experience, Digital Transformation, Leadership
The CX Goalkeeper with Miles C. Thomas is about 5 steps to great service and great experiences
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February 01, 2021
Miles C. Thomas is the global head of customer service and experience at International Baccalaureate. Founder HumanizedCX & CX Wales. Chair of Judges at the CX awards and internationally recognized CX leader. A customer experience, success, service and operations leader for organizations such as Del
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Ana Maria Zumsteg (2nd half) speaking about the silver lining among relationship NPS, transactional NPS and employee NPS
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January 27, 2021
Ana Maria Zumsteg - S1 E6 - second half ....with more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers' needs across 30+ countries, Ana Maria shared some of her top learnings. Ana Maria implemented the NPS framework at Zurich
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Ana Maria Zumsteg is about NPS and building long-lasting relationships with customers
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January 24, 2021
With more than 20 years of CX work at Zurich Insurance and experience in implementing CX measurement tools & understanding customers' needs across 30+ countries, Ana Maria shared some of her top learnings. Ana Maria implemented the NPS framework at Zurich Insurance as the enabler to build a long-las
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Francesca Tempestini - S1E4 is about Disney magic - the employee experience of a cast member during the first days at Disney
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January 18, 2021
Francesca Tempestini Serie 1 - Episode 4 Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled during this smart discussion about her experience at Disney as a cast member. Francesca Tempestini is an Export Manager at FARAONE srl and NODO srl. She
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Martin Wettstein - S1 E3 is about People, Computer and Knowledge
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January 10, 2021
Martin Wettstein is an innovative and strategy driven senior leader with over 20 years of front-line experience establishing new IT functions from the ground up, rebuilding existing departments, and developing and implementing best-in-class systems, procedures, and policies. Martin is adept at creat
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Heike Wiegand - S1E2
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January 03, 2021
Heike Wiegand is Partner at KPMG in the insurance practice. She is an expert in several fields like insurance, strategy and consulting. In this episode Heike shares his view of the status of the insurance Industry. In particular, she is giving some great insights on digitization and customer experie
Tags: Customer Experience, Digital Transformation, Leadership
CX Goalkeeper with Jonathan Daniels - S1E1
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December 27, 2020
Jonathan Daniels is very well known in the CX world. He is the author of the book "The Customer Experience Playbook" He is dedicating his time co-creating, training and coaching organisations and leaders, giving practical tips on becoming customer-centric.Cofounder of cx-brussels Director of cx-cent
CX is a team sport: strategies to win together in serving customer
digital-customer-experience-series-europe
April 21, 2022
3 highlights:
- Winning the match means scoring more goals than the competitors
- Everybody on the field needs to play his/her role to create long-lasting value
- Fans inside and outside of the company are the thermometer of business success
CXPA - CX is a team sport: strategies to win together in serving customer
CXPA Switzerland
April 21, 2022
3 highlights:
- Winning the match means scoring more goals than the competitors
- Everybody on the field needs to play his/her role to create long-lasting value
- Fans inside and outside of the company are the thermometer of business success
Tags: Customer Experience, Digital Transformation, Leadership
10 Videos
(Replay) The Customer Experience World Games and What Really Matters Most To Customers with Christopher Brooks – E18
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April 27, 2022
Episode released on: April 21st 2021 The CX Goalkeeper had the great opportunity to interview Christopher Brooks LinkedIn Headline: Customer Experience Specialist, Founder of the Customer Experience World Games My learnings: CXWG2020 ideated by Christopher Brooks in collaboration with Limetropy
Tags: Customer Experience, Digital Transformation, Leadership
The Role of CX Professionals with Alex Mead – E71
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April 24, 2022
Episode released on: April 25th 2022 The CX Goalkeeper had the great opportunity to interview Alex Mead LinkedIn Headline: Chief Customer Service Experience Officer – Transforming omnichannel CX across contact centre, digital, social & physical channels – Leading teams which inn
Tags: Customer Experience, Digital Transformation, Leadership
(Replay) LinkedIn Secrets with Deanna Russo – E17
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April 20, 2022
Episode released on: April 12th 2021 The CX Goalkeeper had the great opportunity to interview Deanna Russo LinkedIn Headline: Showing Solopreneurs and Companies How To Brand Themselves On LinkedIn Using My Triangle Strategy! | Grew my LinkedIn following 25 times in 18 months | Mom of
Tags: Customer Experience, Digital Transformation, Leadership
Uplifting Service with Ron Kaufman – E70 – Second Half
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April 18, 2022
Release date: 11.04.2022 (recorded in the first week of January) The CX Goalkeeper had the great opportunity to interview RON KAUFMAN Ron’s LinkedIn Headline: New York Times Bestselling Author “UPLIFTING SERVICE” | Customer Experience & Service Culture Expert | Keynot
Tags: Customer Experience, Digital Transformation, Leadership
The Experiences of a CX Legend with Faran Niaz – E72
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April 17, 2022
Episode released on: May 2nd 2022 The CX Goalkeeper had the great opportunity to interview Faran Niaz LinkedIn Headline: Customer Experience Practitioner & Consultant | Top 100 Global CX Thought Leader 2021 | Helping Companies Enhance CX to Maximize ROI & 7 STAR Ratings |
Tags: Customer Experience, Digital Transformation, Leadership
(Replay) PUNK CX with Adrian Swinscoe – E16
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April 13, 2022
The CX Goalkeeper had a smart discussion with Adrian Swiscoe Adrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX. We discussed following tracks:• With great power comes great responsibilities• CX is not F* metrics• Simplicity rules: ok?• The
Tags: Customer Experience, Digital Transformation, Leadership
Uplifting Service with Ron Kaufman – E69 – First Half
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April 10, 2022
Release date: 04.04.2022 (recorded in the first week of January) The CX Goalkeeper had the great opportunity to interview RON KAUFMAN Ron’s LinkedIn Headline: New York Times Bestselling Author “UPLIFTING SERVICE” | Customer Experience & Service Culture Expert | Keynot
Tags: Customer Experience, Digital Transformation, Leadership
The CX Trend Radar 2021 with Nils Hafner – E15
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April 06, 2022
Prof. Dr. Nils Hafner is a great friend of mine and an outstanding CX expert. In the DACH region one of the most known CX thought leader. He is an international Keynote Speaker, a Blogger, an Author and Professor at the University of Lucerne. How Nils explains CX and the examples he is using, makeCo
Tags: Customer Experience, Digital Transformation, Leadership
Simplifying Business with Ricardo Saltz Gulko – E68
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April 04, 2022
The CX Goalkeeper had the opportunity to interview Ricardo Saltz Gulko Ricardo’s LinkedIn headline: Customer & Employee Experience & Customer Success – Services – Data-Driven Transformation, Lead Design & Innovation, Change & Growth – Founder of the European C
Tags: Customer Experience, Digital Transformation, Leadership
The Customer Experience Professionals Association and the CCXP Exam with Gabe Smith – E14
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March 30, 2022
The CX goalkeeper had a smart discussion with Gabe Smith After more than 11 years at the American Cancer Society with his last role as Senior Consultant – Customer Experience, he moved to the CXPA – Customer Experience Professional Association as content manager in 2019. He creates and c
Tags: Customer Experience, Digital Transformation, Leadership
1 Webinar
CX Goalkeeper Breakfast / Apéritif
Gregorio Uglioni
September 21, 2021
In addition to the CX Goalkeeper podcast, I am organizing on a quarterly basis a deep dive on one specific topic. It's a discussion with thought leaders in a specific topic related to Customer Experience.
Tags: Customer Experience, Digital Transformation, Leadership
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Holistic Experiences with Miles C. Thomas – E83
Who is the CX Goalkeeper? with Dennis Wakabayashi – E82
Human Level Artificial Intelligence with Pascal Kaufmann – E28 REPLAY
Emotional Intelligence – Sandra Thompson – E81
What changed and what did not change in CX with Rick Denton – E80
How To Turn Your Employees Into Lead Magnets & Customer Advocates with Jill Raff – E79
(REPLAY) Outstanding experiences in Dubai, the center of excellence with Faran Niaz – E24
Digital Customer Service with Rick DeLisi – E78
(Replay) Platforms and their implications on business with Anna Noakes Schulze – E23
The Customer Experience Landscape – Ozkan Demir, CEO Pisano – E77
Holistic Experiences with Miles C. Thomas
Who is the CX Goalkeeper? with Dennis Wakabayashi
CX Goalkeeper Podcast
(Replay) The Customer Experience World Games and What Really Matters Most To Customers with Christopher Brooks – E18
The Role of CX Professionals with Alex Mead – E71
(Replay) LinkedIn Secrets with Deanna Russo – E17
Uplifting Service with Ron Kaufman – E70 – Second Half
The Experiences of a CX Legend with Faran Niaz – E72
(Replay) PUNK CX with Adrian Swinscoe – E16
Uplifting Service with Ron Kaufman – E69 – First Half
The CX Trend Radar 2021 with Nils Hafner – E15
Simplifying Business with Ricardo Saltz Gulko – E68
The Customer Experience Professionals Association and the CCXP Exam with Gabe Smith – E14
