 |
Business Transformation Pitch with The CX Goalkeeper | Digital Transformation, AI, Leadership, Customer ExperienceAuthor: Gregorio Uglioni - Digital Transformation, Customer Experience, Leadership
Digital & Business Transformation Customer Experience Leadership AI Innovation This podcast goes beyond theory. It brings you real-world experiences from best-in-class experts who explore the intersection of people, technology, and measurable business results. Hosted by Gregorio Uglioni, global transformation leader, keynote speaker, and recognized authority in Customer Experience (CX), each episode features insightful conversations with top executives, innovators, and changemakers. Discover how today's leaders are accelerating transformation, leading with purpose, driving innovation, enabling human-centered growth, and creating lasting value across customer, employee, and operational dimensions. Smart insights. Bold ideas. Real impact. Your weekly pitch for a smarter way to lead and grow. Language: en Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
Listen Now...
The Hard Truth About CX and What Comes Next with Colin Shaw
Episode 317
Sunday, 1 November, 2026
This episode features Colin Shaw, a leading voice in customer experience, discussing the hard truths about CX, why many companies still struggle with true customer centricity, and how AI is set to transform the industry. The conversation is practical, honest, and full of actionable insights for business leaders. About the guest: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 90,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 700,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Relevant links https://www.linkedin.com/in/colinrjshaw/ Key Take-Aways Customer centricity is misunderstood: Being customer-centric means considering customers in decisions, not giving them everything they want. Avoid the CX echo chamber: Look outside traditional CX discussions for new ideas and real business transformation. AI needs a clear strategy: Implement AI with a customer-focused plan, not just to cut costs or follow trends. Chapters: 0:00 - Intro 0:35 - Customer Experience & Personal Journey 2:24 - Defining Customer Centricity 4:51 - The Hard Truths of Customer Experience 6:10 - Challenging the Customer Experience Echo Chamber 11:20 - Navigating Business Viability & Customer Focus 15:36 - AI's Transformative Potential in Customer Experience 21:35 - Case Study: Maersk's Customer Experience Transformation 26:04 - Commitment to Customer Experience Improvement 28:51 - Closing Insights & Key Takeaways 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/
