Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer Experience

This episode is about the Customer Experience World Games 2026, highlighting its global impact, charity focus, and the unique collaboration among CX professionals. Listeners will learn more about the games and how simple tools and teamwork drive real change for charities, making it a must-hear for anyone passionate about customer experience and giving back.

Gregorio Uglioni welcomes Mike McClelland, a seasoned CX professional, to discuss the Customer Experience World Games 2026. Mike shares his journey from player to captain and back, emphasizing the event's charitable impact and the pride he feels helping organizations worldwide. He also highlights how his involvement has influenced both his career and personal life.

Join the movement and find out more: https://www.linkedin.com/company/cxwg/

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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 dives deep into the real challenges of customer experience today. Dennis Wakabayashi shares honest insights about why CX metrics often fall flat, the importance of trust, and how AI will impact CX. He created a new Global Customer Experience Alliance which can reshape the industry. Listeners gain practical ideas for improving both customer and employee experiences as well as relevant information on the CX Summit 2026 in Lisbon and the Global CX Alliance.

Join the CX Summit in Lisbon: 16-18 June 2026: https://cxsummitlisbon.cx/2026

Learn more about the Global CX Alliance: https://globalvoiceofcx.com/

Chapters:

0:00 - Intro

0:35 - Customer Experience Journey Overview

2:02 - Finding Purpose in Customer Experience

3:46 - Hard Truths About Customer Experience

6:30 - Understanding Friction in Customer Satisfaction

10:47 - Measuring Trust in Customer Relationships

14:21 - AI's Impact on Customer Experience Insights

17:54 - Introducing the Global CX Alliance

20:43 - Global CX Hall of Fame Announcement

27:44 - Final Thoughts on Human Connection

Subscribe the podcact on your preferred platform and leave your feedback:

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

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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 dives into the Customer Experience World Games, a unique, global, volunteer-driven initiative where CX professionals solve real charity challenges. Listeners will learn how to join, the impact of the games, and the authentic, non-commercial spirit behind this inspiring movement.

The Customer Experience World Games starts on June 1st!

Gregorio Uglioni welcomes Christopher Brooks, the founder of the Customer Experience World Games, to discuss the origins and purpose of the initiative. The Games started during lockdown as a way for CX professionals to help small businesses and charities with real challenges. Over six years, it has grown into a global, volunteer-based movement focused on solving experience challenges for charities, with participants from over 55 countries. The setup of the World Games is simple and inclusive. Anyone can join, regardless of their available time or experience level. Participants are randomly assigned to teams, each led by an experienced captain. The games are played online to accommodate global participation, but there are also in-person regional editions in places like Poland, Lithuania, and South America. The focus is on collaboration, learning, and giving back. Participation is free, with no financial transactions or marketing involved. The games foster genuine networking and professional growth, as well as tangible benefits for charities. The first challenge this year supports Outward Bound, a UK charity helping young people through outdoor activities. New participants can join at any stage, and corporates can get involved by contacting the organizers.

Relevant links:

https://www.linkedin.com/company/cxwg

https://cx-worldgames.com/home

Chapters:

0:00 - Intro 0:35 - Understanding Customer Experience War Games 1:07 - Origins of Customer Experience War Games 3:08 - Setup and Structure of the Games 7:56 - Global Participation and Regional Events 14:40 - First Challenge Overview 18:33 - Joining the Games: How to Participate 22:47 - Corporate Support and Collaboration Opportunities 23:03 - Conclusion and Call to Action

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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 intersection of AI and healthcare, focusing on how technology can support, not replace, human connection. Peter Brem shares real-world examples, challenges, and practical advice for leaders and clinicians to ensure patient-centered care remains at the heart of innovation.

About Peter Brem:

Peter Brem is a Senior Clinical Specialist and Advanced Practice Physiotherapist at Kantonsspital Winterthur, one of Switzerland's leading cantonal hospitals. A TEDx speaker, lecturer at ZHAW and an invited Speaker, and co-architect of one of Switzerland's first formal Advanced Practice Physiotherapy curricula, he has spent two decades at the intersection of clinical excellence, systems transformation, and digital health. His reference points are not only clinical. He is deeply influenced by the hospitality philosophy, the belief that unreasonable care and relentless excellence are not luxuries, but standards. He brings that mindset into a context where most people have stopped expecting it: the rehabilitation ward. He holds an MSc in Pain Management (Leicester), a Digital Health certificate from Stanford, and an Advanced Management Program from the University of St. Gallen. Recently he has delivered an AI in Healthcare webinar to 180 participants in Laos, hosts a webinar series on AI for allied health professionals across Switzerland, and has worked with performance technology in clinical settings since 2019. Peter doesn't talk about the future of healthcare. He builds it — patient by patient, system by system.

Relevant links:

https://www.linkedin.com/in/peter-brem-msc-53607783

https://www.instagram.com/brempete_r/

Chapters:

0:00 - Intro

0:35 - Introduction to Healthcare AI and Human Connection

1:07 - Building the Future of Healthcare Education

3:39 - The Role of Technology in Patient Care

6:31 - Insights from a TEDx Talk on Movement and Health

7:59 - Daily Exercises for Better Health

9:16 - Reevaluating the 10,000 Steps Guideline

11:12 - Building Trust in AI for Healthcare

15:05 - Patient-Centric Healthcare Systems

17:29 - AI's Impact on Patient Perception

24:59 - Successful AI Use Cases in Patient Care

29:04 - Understanding AI's Limitations in Healthcare

32:52 - Quickfire Round: Insights and Advice

37:32 - Peter's Golden Nugget: Human Connection in AI Age

39:16 - Conclusion and Thanks

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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 features a discussion between two leading CX experts, Gregorio Uglioni and Dennis Wakabayashi. They share practical insights on leadership, culture, measurement, AI, and continuous improvement in service excellence as they were invited to present their thoughts at an event organized by ICX Kenya.

About Dennis Wakabayashi

As former VP of Customer Experience Delivery at RR Donnelley and VP of Integrated Marketing at Integer Group (Omnicom), Dennis has guided CX transformations for McDonald's (10,000+ restaurants), AT&T, FedEx, Starbucks, and Wells Fargo. Named one of the "Top 50 CX Experts of the Decade" and recognized by Campaign Magazine's "Digital 40 Over 40," he collaborates with the International Customer Experience Institute on global CX standards.

Relevant links:

ICX Kenya: https://www.linkedin.com/in/icxkenya/

Dennis Wakabayashi Linkedin: https://www.linkedin.com/in/denniswakabayashi/

3 Key take-aways:

1. Culture drives CX success: Understanding and adapting to local culture is key to building trust and customer loyalty.
2. Leadership enables real change: Effective leaders create safety, clarity, and accountability for continuous improvement.
3. Measure what matters most: Focus on customer value and actionable insights, not just metrics or dashboards.

Summary:

Gregorio Uglioni and Dennis Wakabayashi discuss the importance of moving beyond CX theory to real-world execution. They highlight that many organizations have enough data and initiatives, but often lack a clear operating model and effective leadership. The conversation stresses the need for collaboration, learning from mistakes, and focusing on actionable frameworks rather than just dashboards and metrics. They emphasize that experience management should be a practical management system, not just a set of insights. A major theme is the critical role of culture and leadership in driving CX success. Dennis shares global examples showing how cultural context shapes customer expectations and trust. They discuss how accountability often breaks down due to unclear ownership and lack of psychological safety. Both agree that strong leadership is about creating environments where everyone can contribute, innovate, and feel safe to speak up, regardless of their position in the company. The discussion covers the pitfalls of over-relying on technology and data without understanding customer value. Dennis illustrates with an African market example how small, customer-focused innovations can disrupt entire industries. They also explore the role of AI in harmonizing expertise and the need for continuous improvement at every level. The episode concludes that culture, leadership, and the ability to act on insights are what truly set leading organizations apart.

Chapters:

0:00 - Intro 0:35 - Podcasting for Business Transformation 2:39 - The Importance of Customer Experience Frameworks 6:33 - Cultural Context in Customer Experience 9:58 - Leadership Ownership in Experience Management 12:03 - Creating Safe Environments for Accountability 17:36 - Transforming Data into Actionable Insights 24:57 - Continuous Improvement Through Small Changes 31:09 - Leveraging AI for Business Success 36:24 - The Role of Culture in Organizational Success 41:24 - Summary: Building an Experience Management System

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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 recently moderated and participated as a speaker in a panel discussion organized by Simply Contact. It was a highly relevant webinar focused on healthcare customer experience. The discussion explored the complex challenges healthcare organizations face today — from fragmented systems and regulatory constraints to the ongoing need for truly patient-centric processes. Greg shared insights from his work in Swiss hospitals, Aleksandra Budynek brought in her frontline perspective from patient support, and Daniel Wardell provided a deep dive into technology and compliance aspects of healthcare CX. Together, they offered complementary perspectives that made the conversation both practical and thought-provoking. Many thanks to Simply Contact for making this discussion possible and allowing Greg to share it more broadly.

Top 3 learnings:

• Patient-centric design is crucial: Healthcare CX must focus on patient needs, not just staff efficiency or internal processes.
• Trust and empathy drive outcomes: Building trust through empathy and clear communication is key to positive patient experiences.
• Compliance shapes patient experience: Compliance must be integrated from the start, not treated as a separate or secondary concern.

Links:

https://www.linkedin.com/events/7444735543533494272/

https://www.linkedin.com/company/simplycontact/

Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple

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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/

Forward Partners AG: https://www.forwardwith.ch

This episode brings together two leading podcasts to discuss the real impact of automation and AI in customer service. Learn practical steps, real examples, and common pitfalls in automation projects, with actionable advice from experienced consultants. Perfect for anyone interested in operational excellence and customer experience. About the guest Rémon Elsten is managing partner being Forward Partners in Switzerland, a consulting firm focusing on CRM and customer service topics. He started his career for about 25 years in the Netherlands and is now working mainly in Switzerland, Germany and Austria.

He was vice president of the Swiss Contact Center Association (CallNet.ch) from 2006 to 2018, Board member of the European Confederation of Contact Centre Organisations from 2010 to 2018, he is still a teacher on the topics customer management and customer service at several swiss business schools and author on several books and articles on these topics. Relevant links https://www.forwardwith.ch

https://www.linkedin.com/in/remonelsten/

https://service-excellence-cockpit.ch/en/

Key Take-Aways

• Balance automation and experience: Automation should improve efficiency without harming customer experience or relationships.
• Use value matrix for decisions: Analyze customer dialogues and company value to choose the right automation use cases.
• Avoid tech for tech's sake: Focus on real business needs, not just new tools or technology trends.

Chapters

0:00 - Intro

0:35 - Introduction to Automation in Customer Service

2:06 - Understanding Operational Excellence

3:30 - Balancing Efficiency and Customer Experience

4:43 - Implementing Self-Service Solutions

8:06 - Choosing Automation Use Cases

15:06 - Successful Automation Examples

21:53 - Learnings from Automation Failures

24:18 - Keys to Effective Automation Strategies

26:07 - Conclusion and Further Resources Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple

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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 features an honest discussion with Ian Golding, a leading CX expert. You can gain insights on accountability, the impact of AI, and real-world examples of customer experience. The conversation is practical, direct, and filled with actionable advice for anyone interested in business transformation and CX.

About Ian Golding:

Ian is a global CX Specialist and the Author of 'Customer What?'

Relevant links:

https://www.linkedin.com/in/iangolding/

Key take-away:

• Accountability is critical: Organizations must take responsibility for customer experience and act on feedback to improve.
• AI enables, not replaces: Artificial intelligence should enhance human interaction, not automate away meaningful experiences.
• Visibility matters in CX: Sharing your ideas and being visible helps influence others and drives positive change.

Summary:

Gregorio Uglioni welcomes Ian Golding, a respected mentor and independent CX expert, to discuss the realities of customer experience. They reflect on their early days in Stevenage and Ian's journey to becoming an independent consultant. Ian shares that his proudest career moment was deciding to go independent, which allowed him to share knowledge globally and help organizations improve customer experience. The conversation dives into the biggest challenges in customer experience today, with Ian highlighting the lack of accountability within organizations. He explains that many companies claim to be customer-centric but fail to act on feedback or adapt to changing environments. They discuss the gap between current and future state journeys and how failing to close this gap can make companies irrelevant. Ian and Gregorio explore the role of AI in customer experience, emphasizing its potential to interpret data and eliminate unnecessary processes. However, Ian warns that AI should not replace human interaction but should enable better experiences. The episode concludes with practical advice, examples of great CX (like Amazon), and Ian's golden nugget: the importance of visibility and sharing your perspective within the CX community.

Chapters:

0:00 - Intro

0:35 - Mentoring and Career Reflections

1:54 - Ian's Mission: Knowledge Sharing & Education

8:47 - The Importance of Accountability in Customer Experience

12:39 - Understanding Customer Journeys: Current vs Future State

19:52 - Transformative Role of Artificial Intelligence in CX

24:33 - Amazon: A Case Study in Customer Experience

31:52 - The Importance of Visibility and Personal Branding

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 changing customer experience, with insights from Melanie Mingas and recent research. Learn why consumers trust their own AI use more than companies, how businesses must adapt, and what the future holds for CX teams in an AI-driven world.

About the guest

Melanie is the editor-in-chief of CX Network, which produces research-backed business insights for a global community of CX leaders, experience designers, service specialists, and consultants. She heads the brand's research and editorial direction, and chairs an Advisory Board of 20 award-winning and senior CX specialists from around the world. Relevant links

https://www.linkedin.com/in/melanie-mingas-8351b817/

https://www.cxnetwork.com/artificial-intelligence/articles/customer-persona-agentic-ai-machine-customer

Main research link is here:

https://www.cxnetwork.com/cx-experience/reports/global-state-of-cx-customer-experience

Articles I cited include:

https://www.cxnetwork.com/artificial-intelligence/articles/customer-persona-agentic-ai-machine-customer

https://www.cxnetwork.com/artificial-intelligence/articles/the-invisible-shelf-how-geo-is-revolutionizing-customer-experience-perceptions

https://www.cxnetwork.com/artificial-intelligence/articles/discoverability-agentic-commerce-cx

Key Take-Aways

• AI reshapes customer interactions: Companies must design for human and machine customers, focusing on process excellence and efficiency.
• Trust gap in AI usage: Consumers trust their own AI use more than companies due to control, overwhelm, and privacy concerns.
• Prepare for rapid change: Continuous learning and adapting are essential as big tech drives fast shifts in customer experience.

Chapters

0:00 - Intro

0:35 - Career Goals and CX Evolution

1:58 - CX Network Mission and Insights

2:27 - Annual CX Research Overview

4:55 - AI's Impact on Customer Experience

7:14 - Redesigning Customer Experiences for AI

16:45 - Consumer Trust and AI Usage

22:46 - Successful AI Adaptation Examples

27:22 - Preparing for AI-Driven Customers

29:20 - Big Tech's Role in CX Future

30:09 - Conclusion and Next Steps Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple

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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 customer experience directly impacts business growth and financial results. Camila Ferreira shares real stories, practical frameworks, and actionable advice for connecting customer satisfaction with ROI. Learn how to align teams, build trust, and turn feedback into measurable business value. About the guest Camila Ferreira is a global business strategist, international keynote speaker, and one of the most influential voices redefining Customer Experience as a growth engine. With over 20 years of executive leadership across Latin America, Europe, the United States, and the UAE, Camila has built a legacy of transforming companies from the inside out. She is the founder and CEO of Rise Up, co-author of Long Live CX, and the creator of the LimitLess framework, proving that when leadership, experience, and technology align, growth has no borders. Relevant links

https://www.linkedin.com/in/camilaferreiraglobal/

https://www.instagram.com/camilaferreira_global/

https://www.camilaferreira.com/

https://www.youtube.com/@CamilaFerreira_Global

Key Take-Aways

• Trust drives long-term loyalty: Building trust from day one leads to retention, referrals, and business growth.
• Quality over quantity in customers: Focus on valuable customers, not just increasing the number of clients.
• Act on feedback, not just collect: Feedback is only useful if companies take action and communicate results.

Chapters

0:00 - Intro

0:35 - Career Background: Insights from Operations and Finance

2:07 - Mission to Translate Experience into Financial Success

3:11 - Bridging Customer Experience and Financial Metrics

5:16 - Building Trust: The Key to Customer Loyalty

10:06 - Transforming Customer Support into a Sales Driver

27:18 - Learning from Customer Feedback: Avoiding Common Pitfalls

31:23 - Golden Nugget: Choosing Courage Over Fear

32:14 - 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/