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.

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.

Facebook: @marilynsuttle and @suttleshift
LinkedIn: http://www.linkedin.com/in/marilynsuttle

1. 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.
2. Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence.
3. 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/