How do you build customer experience (CX) that truly matters? Start by winning inside—through employee experience (EX). In this episode, Francesca Di Meglio reveals how human connections, trust, and empathy fuel transformation in both HR and CX. It’s a masterclass in real leadership in the age of AI.

The Top 3 Key Learnings

1. EX is the foundation of CX — Happy, trusted employees create better customer outcomes. The inside always reflects outside.

2. Trust and flexibility drive performance — Remote work isn’t the enemy. When employees feel trusted and supported, they deliver more.

3. Relationships are your new currency — In a world shaped by AI, human connection is what sets you apart.

About Francesca Di Meglio

Francesca Di Meglio is a veteran writer, reporter and editor. Currently, she is the editor of HR Exchange Network and CX Network and a producer at PEX Network, all part of IQPC Digital. In 2024, she won the Innovator of the Year award from IQPC Digital for her work in building community roundtable and breakout sessions. Earlier in her career, for nearly a decade, she worked for the award-winning business schools rankings team at Bloomberg Businessweek. She has written the book Fun with the Family New Jersey (Globe Pequot Press, 2012).

Resources

CX Network
: https://www.cxnetwork.com/ https://www.cxnetwork.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/