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 anyone looking to bridge the gap between customer experience and executive buy-in.

About Patty Soltis

Over three decades of experience, Patty has been a practitioner, consultant, and analyst in CX. She led dysfunctional organizations through change management to profitability. She found significant financial benefits with more profitable sales and lower expenses using the CX discipline. Using customer-centric business strategies, Patty created customer centric cultures, advised organizations to adopt CX, and analyzed CX best practices. Patty started her career listening to the voice of the employee, learning more about the customer elevating customer experiences.

Patty serves as a senior customer experience manager at Upwork. Patty was a principal analyst – CX for eMarketer/Insider Intelligence and a patient experience consultant for Moffitt Cancer Center. She was a consultant for several years working with both small and enterprise organizations. Patty worked in retail for 27 years. She was a VP/GM for Neiman Marcus, Marshall Fields, and Lord & Taylor.
Patty is a CCXP, CX-PRO and was named a CX Influencer by CX Network in 2024 and CX Scoop in 2023. She is an active member of the CXPA where she led the writing of the Book of Knowledge, launched the FL CXPA network, serves as a leader on the FL network and the Regional Council. Patty is a member of Horizon CX Board of Advisors.

Resources

Upwork: https://www.upwork.com/

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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.

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 20 years working directly in Customer Experience (CX) roles for worldwide enterprise-grade organisations, both B2C and B2B. He has held Director, Leader and consultancy positions in CX for market research agencies, financial companies and technology businesses. He has led award-winning CX teams and is the author of 3 books on the subject of CX, including "The CX Dictionary".

He is consistently ranked in the top #25 CX Influencers recognised by CX Magazine year on year. Ben presents keynotes, CX knowledge sessions and hosts events for companies worldwide. He lives in the Midlands, UK with his family and is a passionate musician, Level 3 Personal Fitness Trainer, Tottenham Hotspur fan and whisky enthusiast.

Resources

CX Alive!: https://www.linkedin.com/company/cx-alive/

Please, hit the follow button:
Apple Podcast: http://cxgoalkeeper.com/apple
Spotify: http://cxgoalkeeper.com/spotify

We'd love to hear your thoughts — leave a comment and share your feedback!

Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

About Gregorio Uglioni:
Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast "Customer Experience Goals" - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions

Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/

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 these insights to elevate your brand.

About Aaron Ahuvia

Dr. Aaron Ahuvia is the Czarnecki Professor of Marketing at the University of Michigan-Dearborn, the world's leading expert on brand love, and the winner of the Stetik Group Brand Relationship Award, for research with the greatest impact on marketing practice. His popular book, The Things We Love, has been named by Amazon as a "best business book."

A Stanford University study ranked him in the top 2% of all scientists worldwide. He has been on the Oprah Winfrey Show and consulted for Google, Amazon, L'Oréal, Samsung, Maybelline, Procter & Gamble, Audi, General Motors, Microsoft, Ford, GfK Market Research, and others.

Resources

University of Michigan-Dearborn: https://www.BrandLoveCentral.com

Please, hit the follow button:
Apple Podcast: http://cxgoalkeeper.com/apple
Spotify: http://cxgoalkeeper.com/spotify

We'd love to hear your thoughts — leave a comment and share your feedback!

Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/

About Gregorio Uglioni:
Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast "Customer Experience Goals" - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions

Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/