#33: Applying Lessons from Football (Soccer) to Customer Experience with Greg Uglioni, CCXP

What does football (soccer) have in common with Customer Experience?  Greg Uglioni, CCXP, Head of Business Transformation / Digital Transformation at Kantonsspital Winterthur connects the two in a very innovative way. Greg was voted a Top 50 Global Thought Leaders and Influencers on Customer Loyalty 2022 Thinkers360 Greg joins us all the way from Switzerland, to share wisdom from his experience in both financial services and healthcare including: Creating value centers vs. cost centers Lessons from soccer that apply to CX How to win a championship by applying football (soccer) principles Meet Greg Gregorio Uglioni is a specialist in Business Transformation, Innovation and Customer Experience. Thanks to his strong leadership skills, Gregorio has successfully led several transformation programs achieving great results, creating a positive customer impact while relentlessly nurturing a positive innovation culture. His cross-industry engagement for the development of the customer experience discipline (e.g., with his podcast “CX Goalkeeper”, as a Judge at several international events, as a co-author of the global best-sellers “Customer Experience 3” and “Customer Experience 4”) and his in-depth know-how allowed him to be recognized and awarded several time in Customer Experience Community. Gregorio holds two masters from the University of Zurich. He is a CCXP and the world’s first certified ACXSPlus. He started his career at Accenture and is now the Head of Business Transformation at the Cantonal Hospital of Winterthur in Switzerland. Gregorio’s battery charger is his family 2023 Recognitions: CXM STARS #8 TOP CX INFLUENCER by CXM ICMI’S TOP 25 THOUGHT LEADERS FOR 2023 by ICMI World’s Top 200 Business & Technology Innovators by Engati Top 50 Global Thought Leaderss and Influencers on Customer Loyalty 2023 Top 50 Global Thought Leaders and Influencers on Digital Transformation 2023 Top 25 Global Thought Leaders and Influencers on Customer Experience 2023 Top 50 Global Thought Leaders on Leadership 2023 2022 Recognitions: CXM STARS #10 TOP CX INFLUENCER from CXM “Influencers to follow” from the UK Customer Experience Awards 2022 Top 50 Global Thought Leaders and Influencers on Customer Loyalty 2022 Thinkers360 Top 50 Global Thought Leaders and Influencers on Digital Transformation 2022 Top 10 Global Thought Leaders and Influencers on Customer Experience 2022 Thinkers360 Top 50 Global Thought Leaders on Leadership 2022 2021 Recognitions: TOP INFLUENCER 2021 by ENGATI Customer Experience World Games 2021: Overall Star Player Recognition, 30 July 2021 Thinkers360: Top 50 Global Thought Leaders on Customer Experience, October 2021 Survey2Connect: Featured in the list of the 100 CX Thought Leaders Around The World That Are Changing The CX Game Some quotes: “my family is my battery charger” “When I wake up in the morning, I want to create value, to have an impact and to serve others to achieve our goals together” “Yes, it is possible to create value for employees, customers and shareholders. At the end, they are all human beings!” “blending agility & CX will be a key success factor in future” Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter