Today's episode features Gregorio Uglioni, Associate Partner at Forward, board member of the Customer Experience Professionals Association, and founder and host of the CX Goalkeeper podcast. 

During today's conversation, Gregorio reflects on his early career, emphasizing the value of human interaction and a key lesson he learned by listening to customer calls instead of relying only on presentations. The discussion also highlights how CX is more than a department; it is a mindset shaped by culture, core values, and transformation.

Gregorio introduces his five principles for human-centric transformation: creating a shared vision, understanding problems, prioritizing pain points, innovating processes, and measuring progress. He illustrates these with both successful and unsuccessful change initiatives, stressing the importance of learning and incremental improvement.

He also talks about challenges in healthcare CX, the role of AI in improving service and patient care, and the importance of continuous learning and collaboration. 

[01:35] Gregorio's Career Journey 

[03:59] The Importance of Business Transformation in CX 

[05:43] Framework for Human-Centric Transformation 

[13:34] Examples of Successful and Unsuccessful Change Initiatives 

[21:16] Challenges in Delivering Superior Patient Experience in Hospitals 

[28:46] AI Deployments in CX and Healthcare 

[34:02] Gregorio's Podcast and Its Impact 

[37:55] Connect with Gregorio

Connect with Gregorio:

LinkedIn: linkedin.com/in/gregorio-uglioni

Website: cxgoalkeeper.com/