Business Transformation Pitch with The CX Goalkeeper Podcast Por Gregorio Uglioni arte de portada

Business Transformation Pitch with The CX Goalkeeper

Business Transformation Pitch with The CX Goalkeeper

De: Gregorio Uglioni
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Digital & Business Transformation | Customer Experience | Leadership | Innovation This podcast goes beyond theory. It brings you real-world experiences from best-in-class experts who explore the intersection of people, technology, and measurable business results. Hosted by Gregorio Uglioni—global transformation leader, keynote speaker, and recognized authority in Customer Experience (CX)—each episode features insightful conversations with top executives, innovators, and changemakers. Discover how today's leaders are accelerating transformation, leading with purpose, driving innovation, enabling human-centered growth, and creating lasting value across customer, employee, and operational dimensions. Smart insights. Bold ideas. Real impact. Your weekly pitch for a smarter way to lead and grow.2025 Economía Gestión Gestión y Liderazgo
Episodios
  • AI in the Contact Center: What's Real, What's Hype, What's Next? with Rick DeLisi

    AI in the Contact Center: What's Real, What's Hype, What's Next? with Rick DeLisi
    Feb 8 2026

    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 working to help companies achieve greater customer loyalty while ALSO reducing the cost of their Service operations. Titles include "The Effortless Experience" and our newest book "Digital Customer Service: Transforming Customer Experience for an On-Screen World" (published by Wiley).

    Relevant links

    https://www.digitalcustomerservicebook.com,

    https://www.linkedin.com/in/rick-delisi-1122257/

    Key Take-Aways

    • AI balances cost and experience: AI now enables companies to save costs while improving customer and employee experiences.
    • Support frontline with AI tools: Equipping agents with AI-driven knowledge and suggestions makes their jobs easier and more effective.
    • Personalize by issue, not person: Match the right interaction—AI or human—to the customer's specific need at that moment.

    Chapters

    0:00 - Intro

    0:35 - Career Highlights: Eliminating High Effort Customer Service

    1:39 - Current Mission: Enhancing Banking Interactions with AI

    2:42 - Unlocking AI Value: Beyond Cost Control

    3:49 - Six AI Strategies for Contact Centers

    10:09 - Automating Customer Interactions for Efficiency

    17:25 - Empowering Contact Center Managers with AI Insights

    21:11 - Matching AI and Human Interactions

    22:53 - Use Cases: Achieving High Customer Satisfaction with AI

    26:50 - The Future of Customer Service: A Celebration of Change

    28:56 - Closing Thoughts and Audience Engagement


    Please, hit the follow button and leave your feedback:

    Apple Podcast: https://www.cxgoalkeeper.com/apple

    Spotify: https://www.cxgoalkeeper.com/spotify

    About the host:

    Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.


    Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/
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    30 m
  • Fans Favorite: Pivoting Strategies For Tough Customers & Tough Employees

    Fans Favorite: Pivoting Strategies For Tough Customers & Tough Employees
    Feb 1 2026

    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 Guest

    Marilyn Suttle has a proven track record of transforming customer relationships and elevating employee wellbeing.

    She works with organizations that want to stand out as the business of choice.

    A bestselling author, of three customer service books, including "Who's Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan" Marilyn is the President of Suttle Enterprises, a personal and professional growth training firm that works with multi-cultural organizations.

    Marilyn's programs have a strong focus on developing communication skills and implementing wellbeing practices to handle even the most difficult clients and colleagues.

    Her highly engaging programs, coaching, and consulting services are sought after by professionals across various industries, from Fortune 500 companies to startups. Marilyn's extensive experience with online community management and social media has also helped brands engage deeply with their target audience, fostering strong and enduring customer loyalty.

    As a speaker, Marilyn is known for delivering high-content, humorous presentations that engage and inspire action long after her programs end.

    Relevant Links

    Facebook: @marilynsuttle and @suttleshift
    LinkedIn: http://www.linkedin.com/in/marilynsuttle

    The Top 3 Key Learnings
    1. Empathy First: Start with understanding and validating the customer's or employee's emotions. Simple phrases like "You're right" can disarm tension and build trust.
    2. Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence.
    3. Resilience Through Leadership: Leaders should prioritize their own well-being and model healthy work-life boundaries, fostering a culture of care and productivity.

    Chapters

    00:00 Introduction and Welcome

    00:33 Meet Marilyn Suttle

    03:09 Core Values and Passion

    05:27 Handling Difficult Customers

    09:29 Leadership and Employee Support

    15:27 Resilience and Well-being

    17:40 Personal Practices for Success

    20:37 Setting Boundaries with Customers

    25:34 Future of Customer Experience

    27:14 Final Thoughts and Contact Information

    Please, hit the follow button and leave your feedback:

    Apple Podcast: https://www.cxgoalkeeper.com/apple

    Spotify: https://www.cxgoalkeeper.com/spotify

    About the host:

    Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

    Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/
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    30 m
  • Customer Obsessed: What Really Sets Winners Apart with Marbue Brown

    Customer Obsessed: What Really Sets Winners Apart with Marbue Brown
    Jan 25 2026
    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, and obsessed. He gives cultural examples like hashtag thank you Thursday used by leaders to recognize employees and reinforce customer priorities across the organization. Marbue explains tools to measure and act on customer obsession. He describes the customer obsession barometer built with Dr. John Hughes. It scores nine practices from his book Blueprint for Customer Obsession. The barometer separates top tier companies and identifies "obsessed customers" who recommend and repurchase. He gives Chase as a success story. Chase links employee obsession with customer results through listening, rapid actioning of feedback, branch visits, and recognition. About Marbue Brown Marbue Brown is founder of The Customer Obsession Advantage, a firm dedicated to helping companies achieve transcendent business results through Customer Obsession. He is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually triggered to system to a primarily automated system triggered by machine learning and statistical models. The Andon Cord is one of Amazon.com's most significant mechanisms it uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process. He co-authored seminal articles about customer experience measurements that are widely cited in industry. He is a sought after speaker and published author on customer experience, business strategy and economic policy. Relevant links: www.customerobsession.net Chapters: 0:00 - Intro 0:35 - Career Highlights and Key Achievements 4:13 - Winning in Customer-Centric Roles 9:13 - Understanding Customer Obsession 11:42 - Customer Obsession Continuum Explained 16:45 - Measuring Customer Obsession with Barometer 22:11 - Success Story: Chase's Customer and Employee Focus 32:53 - Key Takeaways on Customer Policies 35:12 - Conclusion and Farewell Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify About the host: Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation. Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/
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    37 m
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