Business Transformation Pitch with The CX Goalkeeper

This episode dives into how AI and people-first thinking can drive successful business transformation. Alex Nelles shares real stories, lessons learned, and practical advice on leading change, building trust, and making technology work for everyone.  About the guest:  Alex is an experienced executive with over 20 years of business and IT experience across industries like Telco, Retail, Travel, and Healthcare. He is passionate about helping companies create real value by improving how they work and by guiding them through digital transformation. Alex focuses on building smart, practical strategies using modern digital technologies. His goal is simple: help organizations improve quality, stay ahead of competitors, and grow their profits in a sustainable way. He believes that successful transformation always starts with people and then uses technology, including AI, to support and scale that change.  Relevant links: https://www.linkedin.com/in/alexnelles/ https://www.alexnelles.com Keay Take-aways: People drive transformation: Focus on employees and their needs to create real value and successful change. Start small with AI: Solve simple use cases first and learn step by step to avoid being overwhelmed. Communication is key: Explain the vision clearly and involve staff early to reduce fear and build buy-in. Chapters: 0:00 - Intro 0:35 - Exploring AI and Human-Centric Transformation 3:07 - The Importance of People in AI Implementation 6:49 - Understanding Generative AI's Impact 8:57 - Building a Robust AI Architecture 10:30 - Adapting to Rapid AI Changes 13:18 - Fostering Human-Centered Transformations 22:01 - Successful Use Cases: Clara, the Digital Employee 27:30 - Key Takeaways for Transformation Success 28:37 - Conclusion 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 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/

This episode explores how boards and leaders can make smart, bold decisions in uncertain times. Thomas Zimmerer shares practical advice on embracing uncertainty, leveraging data and AI, and ensuring strong ownership. Real-world examples and actionable tips make it valuable for anyone facing fast-changing business environments. About the guest Thomas Zimmerer is a board member and AI & digital board advisor, working with Boards of Directors and supervisory boards on decision-making, governance, and long-term value creation under uncertainty. He brings global experience as CEO, CIO, COO and CDO across industrial, technology, and regulated environments in Europe and the Middle East, and serves on supervisory and advisory boards. His work focuses on how boards govern business models, risk, and strategic direction as AI reshapes decision environments. Thomas is a published author and regular contributor to German governance and risk-management journals, including Der Aufsichtsrat and the Zeitschrift für Risikomanagement. Relevant links https://www.aiizationboard.com https://www.linkedin.com/in/thomaszimmerer/ Key Take-Aways Make uncertainty explicit: Put unknowns and assumptions on the table to improve clarity and decision quality. Leverage existing data and AI: Use current tools and data to run scenarios and support faster, smarter decisions. Ensure strong ownership: Assign clear responsibility for decisions, including both success and failure. Chapters 0:00 - Intro 0:35 - Navigating Decision-Making in Uncertainty 1:34 - Vision and Focus Amid VUCA Challenges 3:20 - Understanding Decision-Making Under Uncertainty 3:55 - Explicitly Addressing Unknowns in Decision-Making 5:58 - Leveraging Technology and Data for Decisions 9:32 - Utilizing Existing Tools for Effective Decision-Making 11:36 - Ownership and Accountability in Board Decisions 17:39 - Embracing Risk and Learning from Decisions 20:34 - Case Study: Bold Investments in AI 24:58 - Learning from Unsuccessful Decisions 28:19 - Final Insights on Uncertainty and Leadership 30:40 - Conclusion 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/

This episode reveals the secrets of serving ultra high net worth individuals. Listeners learn about the MEPA framework, the importance of trust and privacy, and hear real stories of extraordinary, hyper-personalized experiences in the luxury sector. About the guest: Christopher Brooks is an award winning global customer experience specialist.  Relevant links: https://www.lexdengroup.com https://www.linkedin.com/in/christopher-brooks-cx Key Take-Aways: MEPA framework essentials: Managing expectations, extraordinary experiences, post purchase care, and time savings are key for luxury clients. Trust and privacy matter most: Building trust and ensuring privacy are fundamental when serving ultra high net worth individuals. Perfection is just the start: Luxury clients expect perfection; brands must go beyond to deliver unique, personal value. Chapters: 0:00 - Intro 0:35 - Understanding Ultra High Net Worth Individuals 2:40 - Mission of Serving Ultra Wealthy Clients 3:40 - Defining Ultra High Net Worth Clientele 4:51 - MEPA Framework: Elevating Client Management 9:06 - Creating Extraordinary Experiences 12:55 - Importance of Post Purchase Care 15:04 - Active Time Savings for High Net Worth Clients 17:04 - Building Trust with Ultra Wealthy Clients 21:43 - The Role of Privacy in Luxury Services 24:06 - Learning from Mistakes in Client Experiences 26:07 - Final Insights and Conclusion 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/

This episode dives into the real challenges of building and growing startups, with practical advice from Guillano Demon. Listeners get insights on leadership, product-market fit, team alignment, and customer experience. The discussion is honest, energetic, and packed with actionable tips for founders and innovators. About the guest:  Guillano Demon is an ex-EY Partner with deep cross-functional experience in building, transforming, and scaling businesses across healthcare, consumer products and technology. He is a co-founder of ventures including Ohana Health, Admiral Freight and KompiTech.AI, works closely with startups and SMEs as a strategic advisor. His mission is to help founders turn bold ideas into real, scalable companies by combining disciplined execution with human-centered leadership. Relevant links:  https://www.linkedin.com/in/guillano-demon-264881/ Keay Take-aways: Blend conviction with openness: Startup leaders must be stubborn yet open to feedback and learning from others. Engage customers early and often: Constantly involve customers to ensure products are usable and meet real needs. Team alignment and governance matter: Having the right team and clear governance helps resolve issues and drive success. Chapters: 0:00 - Intro 0:35 - Introduction to Business Transformation and Startup Insights 1:57 - Giullano's Mission: Supporting Startup Founders 3:21 - Essential Leadership Qualities for Startups 4:36 - Engaging with Teams and Customers Effectively 5:39 - Overcoming Challenges in Fundraising and Market Fit 8:25 - Strategies for Achieving Product Market Fit 13:03 - Success Case: Launching a Pharmaceutical Startup 15:13 - Learning from Failure: The Importance of Team Alignment 18:43 - Quickfire Round: Insights on Business Challenges and Strategies 20:17 - Golden Nugget: Balancing Dreams with Reality 20:52 - Conclusion and Wrap-Up 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/

This episode explores the deep connection between psychology, company culture, and customer experience (CX). Katie Stabler shares practical advice, real stories, and actionable insights for CX leaders. Listeners will learn why strategy, employee involvement, and communication matter more than just technology or AI.   About the guest:  Katie is a Cheshire-based customer experience specialist, keynote and the published author of the best-selling CX-ISM. Dedicated to cultivating high-value customer experience through data, design and culture, she inspires organisations to do things differently. Her work is rooted in the psychology of customer perception and built on the belief that customer experience must evolve from a strategy you implement to a movement you lead. With over a decade in experience design, Katie founded CULTIVATE Customer Experience by Design, now in its fifth year of global operations, where she supports organisations around the world to unlock meaningful, measurable and sustainable customer experience transformation.   Relevant links:  https://www.linkedin.com/in/katie-stabler-ccxp/ https://www.instagram.com/customerexperience_provocateur/   Keay Take-aways: Psychology drives CX success: Understanding feelings, memory, and perception is essential for effective customer experience. Culture is shown in tough times: True customer-centric culture appears when employees act right during challenges. Strategy beats tactics in CX: Long-term CX success needs a clear strategy, not just isolated projects or training. Chapters: 0:00 - Intro 0:35 - Game-Changing Moments in CX Career 1:22 - Book Insights: Philosophy of Customer Experience 2:48 - Bringing CX Philosophy to Life 3:37 - Understanding Psychological Elements in CX 6:01 - Growing as a CX Specialist 7:38 - Creating Customer-Centric Culture 10:44 - Integrating AI with Customer-Focused Employees 13:44 - Addressing AI's Impact on Employment 16:40 - Learning from CX Initiative Failures 19:32 - Strategic Approaches to CX Initiatives 23:09 - The True Measure of Customer Experience 23:56 - Conclusion and Final Thoughts 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/  

Gregorio Uglioni and Nick James discuss highlights from the Lead 26 conference, focusing on leadership, diversity, and the importance of authenticity. Nick shares insights from keynote speakers, especially Sandra DeVito, who spoke about being a female leader in a male-dominated industry. They also touch on how engaging discussions and a diverse audience make the event valuable for everyone attending. Nick explains the challenges and realities of flattening hierarchies in organizations. He emphasizes the need for leaders to listen, encourage ownership, and set clear strategies while allowing teams to execute creatively. The conversation compares leadership to coaching, highlighting how leaders can empower others by stepping back and supporting growth rather than micromanaging. About the guest:  Based in Zurich, Nick James has spent the past 30 years helping organisations transform and adapt to the ever-changing business environment spanning technology, business and regulatory change. He has an infectious passion for maximising the potential of the teams to deliver exceptional results for customers. He now works as a team and individual performance coach, mentor, senior advisor and transformation leader for corporates, consulting firms and start-ups. Relevant links:  https://www.linkedin.com/in/nickajames/ Key Take-aways: Authenticity in leadership: Leading with authenticity and style is powerful, especially in challenging or male-dominated environments. Flattening hierarchies: Bridging hierarchies and listening to teams helps leaders set clear strategies and encourage ownership. Coaching as leadership: Leaders should use coaching skills, empower teams, and step back to let others shine and grow. Chapters: 0:00 - Intro 0:35 - Key Themes and Reflections from Lead 26 0:47 - Leadership Insights: Authenticity and Gender Dynamics 3:59 - Addressing Hierarchies in Organizations 6:38 - Evolving Leadership: The Role of Coaching 11:02 - Transformational Leadership: Lessons from Bueller 13:16 - Integrating Social Purpose into Business 20:39 - Embracing Discomfort for Growth 21:48 - Conclusion 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/    

This episode dives into the latest trends in AI, leadership, and digital transformation from the Lead 26 conference in Zurich. Hear firsthand insights on AI adoption, leadership challenges, and the future impact of robots and agents in the workplace. Essential listening for anyone interested in business transformation. about the guest: Andreas Giesa, Director of Digital Business Consulting at Xebia and former Head of eBusiness at Liebherr, is a visionary leader in the field of digitalization. With over 16 years of experience, he passionately drives digital business models, strategies, and innovative technologies such as AI and IoT. His focus is on customer-oriented solutions, digital excellence, and the development and empowerment of agile teams for digital transformation.Andreas Giesa, Director of Digital Business Consulting at Xebia and former Head of eBusiness at Liebherr, is a visionary leader in the field of digitalization. With over 16 years of experience, he passionately drives digital business models, strategies, and innovative technologies such as AI and IoT. His focus is on customer-oriented solutions, digital excellence, and the development and empowerment of agile teams for digital transformation. Key take-aways: AI is changing work rapidly: Agentic AI will soon impact both office and manual jobs. Backcasting for better strategy: Leaders should plan by envisioning the future and working backward. Addressing fears is crucial: Leadership must help people face and manage fears about AI adoption. Chapters: 0:00 - Intro 0:35 - Exploring Impressions from Lead 26 1:13 - AI Adoption Trends and Challenges 2:10 - The Impact of Agentic AI on Jobs 4:49 - Leadership Strategies: Backcasting vs Forecasting 7:30 - Addressing Fears and Adoption Gaps 10:10 - Key Learnings and Leadership Focus 11:37 - Upcoming Leadership Conference Plans 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/  

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/

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 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. Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence. 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/

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/    

Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employee experiences in driving success. This is a must-listen for anyone passionate about transforming organizations and delivering exceptional value to customers and teams alike. About the Guest Greg Kihlström is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. He has worked with some of the world's top brands, including Adidas, Coca-Cola, FedEx, HP, Marriott, Nationwide, Victoria's Secret, and Toyota. He is a multiple-time Co-Founder and C-level leader, leading his digital experience agency to be acquired in 2017, successfully exited an HR technology platform provider he co-founded in 2020, and led a SaaS startup to be acquired by a leading edge computing company in 2021. He currently advises and sits on the Board of a marketing technology startup. Relevant Links https://www.linkedin.com/in/gregkihlstrom https://www.instagram.com/theagilebrand https://www.gregkihlstrom.com Episode Summary - The Top 3 Key Learnings Four Pillars of Transformation: Effective digital transformation hinges on integrating people, processes, platforms, and data. While technology matters, success ultimately depends on how well organizations address human and procedural challenges. Agile for Transformation: Agile methodologies can look different for every organization. Focus on principles like collaboration, adaptability, and delivering business value, rather than rigidly adhering to predefined methods. Return on Experience: Investing in customer and employee experiences yields measurable benefits, such as increased customer loyalty, higher lifetime value, and improved organizational efficiency. Chapters 00:00 Introduction and Guest Welcome 00:33 Greg Kihlström's Background and Career 01:55 Values Driving Professional Life 02:54 Digital Transformation Challenges 05:11 Measuring Return on Experience 09:23 Implementing Agile Methodologies 14:10 Practical Tips for Digital Transformation 16:47 AI in Digital Transformation 22:14 Future of Customer Experience 24:23 Conclusion and Final Thoughts 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/ Podcast webpage: https://www.cxgaolkeeper.com/podcast

Sebastian Graf explains the coming rise of AI native companies. He shares four safety pillars for autonomous firms: code freeze, CICD compliance, regulatory model training, and harm-reduction finance. The episode mixes technical detail, a real Anthropic experiment, and broad governance concerns about trust and social impact. Top 3 Key Learnings AI native company pillars: Four safety pillars: code freeze, CICD, regulatory RL training, and harm reduction mechanisms. Test and freeze code: Freeze codebases and run automated tests to ensure predictable behavior and regulatory compliance. Trust via cost and trials: Lower cost and stepwise use build trust; people try low-risk services first then adopt more. About Sebastian Graf Sebastian Graf describes himself as an engineer by profession, but an educator at heart. In his work as an engineer, he is driven by the belief that technology should lift everyone, enabling people to live extraordinary lives in extraordinary ways. He acknowledges that this is challenging in a world where many technologies are built with incentives that divide society, exploit the environment, and widen wealth inequality. Sebastian is committed to reversing these incentives. His mission is to empower imagination and drive the creation of a positive social, environmental, and technological future that he believes is entirely within reach. Sebastian's linkedin: https://www.linkedin.com/in/sebastiangraf1/ Chapters: 0:00 - Intro 0:35 - Business Transformation Pitch Overview 1:09 - Sebastian Graf's Background and Expertise 2:39 - Sebastian's Mission with AI Native Companies 4:37 - Defining AI Native Companies 8:33 - Four Pillars of AI Native Companies 18:35 - Anthropic's Vending Machine Experiment 22:24 - Engineering Resilience in AI Native Companies 26:31 - Building Trust in AI Native Operations 30:47 - Quickfire Round and Closing Thoughts 34:45 - Key Takeaways and Final Reflections Resources:   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/     Mostra meno  

This interview,Live from LEAD-26 in Zurich, links real leadership lessons to lived experience. Fabian, a CIO and ultra runner, talks limits, psychological safety, and practical steps. He also shares a clear, cautious view on generative AI and a smart fast follower strategy for regulated organizations. Key Learnings: Admit leadership limits: Openly share small, real limits with your team to build reflection and performance. Psychological safety matters: Create a safe team space so people speak up and help cover leadership gaps. Use smart fast follower: Experiment early, then buy enterprise-ready solutions to avoid costly long-term build and maintenance.   Summary:  Fabian Ringwald is the CIO of a Swiss health insurance company. He says they have the most satisfied customers in the industry. He is also a board member at lead 26 and helps shape conference content and speaker selection. Outside work he runs ultra trails. He runs over 100 kilometers and gains more than 6,000 meters of altitude. These runs can take more than 20 hours and include day and night. Night is more challenging. The long runs teach self-leadership and a clear view of personal limits. Fabian argues that every leader has limits. He says hiding limits wastes energy because close colleagues already see them. He encourages leaders to share limits openly with their teams. Open discussion builds self-reflection and helps form a high performance team. Teams can then help fill leadership gaps. He highlights psychological safety as the key trait that separates good leaders from great leaders. He recommends starting small when opening up. Share a minor limitation first, set an example, and scale openness gradually over time. Fabian says AI is not the solution for everything. He explains generative AI is a statistical tool and is not suited for fully deterministic tasks. He sees strong potential in areas like detecting anomalies on MRI or CT images, but he warns against using generative AI for direct medical advice. His company follows a smart fast follower strategy: experiment early with startups, then adopt enterprise-ready solutions rather than build long-lived custom systems. To keep agility, get top-down alignment with the board and enable bottom-up experiments with LLMs or ChatGPT for hands-on learning.   About Fabian Ringwald: CIO of SWICA - the leading Swiss health insurer with the most happy customers Prior: digital transformation in several different industries from freight railway (SBB Cargo), energy trading (BKW), consulting (Logica) to inustrial manufacturing (Siemens) and Ravensburger, the well known jigsaw puzzle company. Chapters: 0:00 - Intro 0:35 - CIO's Role in Health Insurance 1:12 - Leadership Lessons from Ultra Running 3:06 - Identifying Leadership Limits 4:21 - Creating Psychological Safety in Teams 5:37 - Taking Small Steps Towards Openness 7:40 - Insights from Conference Speakers 9:13 - Evaluating AI Applications in Leadership Resources  Fabian Rinwald Linkedin: https://www.linkedin.com/in/fabianringwald/ 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/  

Live from LEAD-26 in Zurich. Stephan Siegrist is a professional alpinist. He says leadership means taking the lead when situations are uncomfortable. In mountaineering one person often needs the next rope length and must make small decisions by the centimetre and larger choices every half hour. Some choices are life threatening.  On a recent Nepal expedition his youngest team member developed high altitude pulmonary sickness. The medical problem required bringing the person down quickly. Stefan decided the team must bring him down. He said the most important thing is that everyone comes back home safely. Stefan spoke about risk and crisis. He said if you do not take any risk you do not get forward. He advised to push to the limit but not until it starts bleeding. Over years climbers develop knowledge to find that balance.    About Stefan Siegrist: Professional Alpinist, Climber, Public Speaker. Stephan loves the mountains and he loves sharing the adventure    Resources   his webpage: https://stephan-siegrist.ch/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/  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.

Hear branding advice that shifts focus from "better" to "different." David Brier explains how branding is the art of differentiation. He shows why brands that only tweak visuals fail, and shares real cases: a failed Jaguar rebrand and a successful Napa Fresh relaunch. Learn practical steps and imagination tools. About David Brier David Brier, known by many as "The Brandfather," is the recipient of 320 international awards and the Presidential Ambassador for Global Entrepreneurship medallion, who has generated over $9 billion in brand value across four decades for companies from startups to Fortune 500s. The bestselling author of "Brand Intervention" and "Rich Brand Poor Brand," Grant Cardone has praised him as "a branding genius" and "brilliant with branding" by Shark Tank's Daymond John. Resources  Rising above the noise : https://www.risingabovethenoise.com Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ 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.

This episode explains how BSI builds for data, AI agents, and digital sovereignty. Markus Brunold shares the company mission, cloud and AI model choices, and how human roles and AI agents work together. Hear concrete examples and product thinking for regulated industries like financial services. About Markus Brunold Markus Brunold is CEO of BSI Software and is responsible for the company's long-term business development. With the BSI Customer Suite, BSI Software offers the only European holistic CRM and CX solution that deeply integrates AI while guaranteeing data protection, sovereignty, and flexibility. For Markus, customer centricity is the guiding principle of his entrepreneurial activities. BSI Software is a market leader in its key industries, combining deep industry knowledge with technological excellence. Resources  BSI Software: https://www.bsi-software.com/en Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ 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.

Learn why human voices drive digital transformation. Alex Wunschel explains how voice builds trust, shapes culture, and makes leaders relatable. Get concrete tips to speak authentically, train voice skills, and embed audio into internal communication. Hear real examples and pitfalls to avoid in corporate communication. About Alexander Wunschel Alexander Wunschel is a founder, podcast pioneer, and producer with over 17 years of experience in the audio industry. He is the owner and executive of Klangstelle, a podcast company that offers the finest audio pieces from strategy and conception to production and marketing. He has produced and managed over 1.000 episodes in over 35 podcasts with about 8 million downloads and streams for clients such as Telekom, Fujitsu, Playboy, Starbucks, Datev, GAD, Microsoft, and many more. He is also a strategy consultant for digital media, a keynote speaker. He is passionate about the impact of sound, immersive and augmented audio, voice user interface, privacy, security, OSINT, MarTech, AdTech, meditation, and cooking. Resources Klangstelle: https://www.linkedin.com/in/alexanderwunschel/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ 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.

Leonard Sommer argues schools are stuck in an industrial model and kill creativity. He shares proven examples and methods to redesign student experience. Learn why culture, not curriculum, matters and how businesses can partner with schools to prepare future workers and protect human creativity in the AI era. About Leonard Sommer Since 2014, Leonard Sommer has been actively promoting creativity in education through the Classroom Thinktank e.V., a non-profit initiative he founded. He is also involved on a voluntary basis with several educational organizations, including Education Y (Board Member), Wir für Schule (Advisory Board), and DigitalSchoolStory (Brand Ambassador). Additionally, he is the initiator and curator of FUTUROMUNDO EDU, the International Future Festival of Learning. Leo is the author of the professional book "Wenn Schule auf Ideen bringt – 100 Kreative denken Lernen neu" (Vahlen Verlag, Munich). He is regularly invited as a keynote speaker and workshop facilitator on the topics of creativity in education and future-oriented learning. He has spoken or led workshops at various training programs, events, and global institutions. Resources FUTUROMUNDO : https://www.linkedin.com/in/leonardsommer/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ 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.

This episode shows how AI magnifies both strengths and gaps in customer experience. Rajat Chawla explains why AI exposes bad CX, how invisible effortless experiences look, and what leaders must do on culture, accountability, and journey design using Taco Bell, KLM, and Starbucks examples. About Rajat Chawla Some highlights about Rajat Chawla: - Asia's first Certified Customer Experience professional. - Founder of Koyopo, a CX and leadership consulting firm.  - Worked with global brands like Google and Cisco. - Over two decades of experience in leadership, consulting, and coaching. - Helping organizations build customer-centric cultures that drive loyalty and growth. - Gallup-certified strengths coach, aligning authentic strengths with CX strategies. Resources  Koyopo: https://www.linkedin.com/in/chawlarajat/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ 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

In this engaging episode Gregorio Uglioni welcomes Hussein M. Dajani, a visionary leader in customer experience and digital transformation. Hussein shares his journey through various leadership roles, highlighting his impactful work at Red Bull, Nissan, and Deloitte Digital. He discusses the importance of customer-centric strategies and the integration of technology to enhance customer experiences. Hussein dives into three significant transformation examples, starting with Red Bull's innovative marketing campaign during the Felix Baumgartner space jump. He then shares the groundbreaking "She Drives" initiative at Nissan, which empowered female drivers in Saudi Arabia, and the "ShopAtHome with Nissan" program, which revolutionized the automotive customer experience during the COVID-19 pandemic. Throughout the conversation, Hussein emphasizes the role of data, personalization, and empathy in creating exceptional customer experiences. About Hussein M. Dajani Hussein M. Dajani is a transformative marketing, customer experience and AI leader redefining what it means to lead responsibly in the age of disruption. With 24+ years across industries and geographies, he fuses visionary thinking with operational rigor to build brands that grow, teams that scale, and strategies that deliver. Hussein is not just adapting to change — he's driving it. A rare blend of CMO/CXO/CDO/CAIO mindset and CEO impact, he turns customer obsession into competitive advantage and emerging tech, especially AI, into measurable value. Whether leading digital revolutions or orchestrating brand relaunches, Hussein's influence is felt across boardrooms, global stages, and the future of marketing itself. Resources  Petromin Corporation : https://www.linkedin.com/in/hdajani/ Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ 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.