This episode explores how to design better customer experiences using AI, with insights from Ube Urban. Learn about combining user experience and service design, the importance of human values in digital transformation, and practical advice for leading teams through change.

About the guest

Ube Urban is a multidisciplinary design strategist, creative leader, and customer experience innovator based in Atlanta, Georgia. With roots in the Hawaiian Islands, Ube's journey into design began with a fascination with invention and human behavior, which later evolved into a career spanning UX (User Experience), CX (Customer Experience), digital innovation, and organizational design leadership.

As Founder and Principal of uuDesign, Ube leads a global UX/CX agency that crafts human-centered digital experiences balancing empathy, strategy, and measurable business impact. His work blends deep research with strategic creativity to transform complex challenges into intuitive solutions tailored to real human needs. Ube's design philosophy emphasizes storytelling, cross‑functional collaboration, and the power of inclusive, culturally informed design practices.
Over his career, Ube has held senior leadership roles—spanning Head of Customer Experience Strategy, Principal CX Research & Innovation, and Interaction Design Director—within major enterprises and innovation labs. He is known for shaping UX processes, building design culture, and aligning customer insight with business strategy across diverse industries.

Ube's approach is grounded in empathy and human behavior, continuously informed by his multicultural upbringing and lived experiences navigating complex social and cultural landscapes. His work champions clear communication, strategic foresight, and design that not only meet customer needs but also foster lasting emotional connections and brand loyalty.

In addition to his professional work, Ube shares his insights through interviews and community engagement, emphasizing authenticity, mentorship, and the value of diverse perspectives in design and leadership.

Relevant links

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

https://www.ubeurban.com/contact

Key Take-Aways

• Human-centered design matters: Focus on people, not just consumers or data, to create better digital experiences.
• Combine service and user experience: Service design is the blueprint; user experience is how people interact with the result.
• AI needs human oversight: AI can help, but human input and critique are essential for meaningful outcomes.

Chapters

0:00 - Intro

0:35 - Business Transformation with the CX Goalkeeper

3:43 - Defining Human-Centered Customer Experience

5:04 - User Experience and Service Design Synergy

9:46 - The Impact of AI on Customer Experience

14:34 - Navigating Internal Team Dynamics and AI Integration

17:39 - Using Customer Insights to Improve Services

24:27 - Emphasizing Genuine Human Connections

25:50 - Outro and Closing Thoughts

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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 robotics and AI are transforming security, with real startup lessons from Marcus Köhnlein. Learn about innovation driven by customer needs, the challenges of scaling in Europe, and practical examples of business impact. Get inspired by honest stories, actionable advice, and unique insights into technology and entrepreneurship.

About the guest

Marcus Köhnlein is currently a Partner at Tactical Management, where they focus on actively managed investments and operational excellence across various innovative sectors. They serve as a Member of the Board of Advisors for the Abrahamic Business Circle and hold the position of Chief Executive Officer at Quarero Marketing and Quarero Robotics, enhancing brand presence and developing advanced security technologies. Additionally, Marcus contributes to academic advancement as a Partner and Member of the Global Expert Board at Paris Metropolitan University and represents Global Humanistic University as an Ambassador. Their past experience includes significant roles such as Head of Digital Business at the UNITED GRINDING Group and Head of Digitalization at Omya. Marcus holds multiple degrees, including a Master of Business Administration from the University of St.Gallen and is currently a Doctoral Candidate in Digital Transformation and Innovation Leadership at Paris Metropolitan University.

Relevant links:

https://www.linkedin.com/in/marcus-koehnlein/

https://quarerorobotics.com/

https://tacticalmanagement.ch/

https://tannenblut.co/en

Key Take-Aways

• Stay close to customers: Talking directly with customers reveals real problems and sparks valuable innovation.
• Scaling is a big challenge: European startups struggle to scale due to funding gaps, even with strong demand.
• Learn from real-world testing: Practical use reveals issues missed in labs, leading to better products and solutions.

Chapters

0:00 - Intro

0:35 - Business Transformation Overview

0:54 - Career Highlights and Current Mission

2:24 - Robotic Security Solutions Explained

4:08 - Innovation Through Customer Collaboration

4:51 - Impact of AI on Robotics

6:42 - Company Overview: Quarero AG

9:00 - Reconnecting Organizations with Customer Needs

10:17 - Challenges in Startup Transition

13:16 - Advice for Struggling Companies

14:56 - Real-World Impact of Robotics

17:08 - Learning from Failures in Innovation

18:43 - Role Models and Daily Innovation

19:35 - Key to Success: Persistence

19:49 - Life 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 explores how AI and feedback analytics are transforming customer experience. Maurice Gonzenbach, CEO of Caplena, shares real business examples, discusses the evolving role of CX teams, and offers practical advice on leveraging insights for better business results. By listening you will gain actionable tips and a clear view of the future of CX tools.

About the guest

Since co-founding Caplena in 2017, Maurice Gonzenbach has been actively involved in the market research and CX industry, dedicated to translating the latest AI advancements into practical tools that not only make researchers more efficient but also enhance their enjoyment of previously repetitive tasks. As an expert in feedback analysis, Maurice also lectures in Master of Advanced Studies courses and frequently presents current best practices at prominent conferences such as IIEX Europe/NA, Quirks NY, and Succeet.
Maurice holds a MSc Computational Science & Engineering from ETH Zurich and has published multiple scientific papers in the fields of image & natural language processing.

Relevant links
https://www.caplena.com
https://www.linkedin.com/in/mauricegonzenbach/

Key Take-Aways

• AI transforms feedback analysis: AI agents and dashboards together provide deeper, actionable insights from customer feedback.
• Data quality is essential: Clean, structured data is crucial for accurate analysis and effective use of AI tools.
• CX roles are evolving: CX professionals now enable insights and ensure quality, not just create reports.

Chapters

0:00 - Intro
0:35 - Introducing Maurice Konzenbach and Career Overview
1:59 - Kaplana's Product and Vision: Transforming Customer Interaction
3:34 - Impact of AI Agents on Customer Feedback Analysis
7:26 - Challenges in Data Sharing and Accessibility Across Teams
9:41 - Ensuring Accurate Insights from Customer Data
15:28 - Operationalizing Data: Success Story from Bosch
18:47 - Evolving Roles of CX Teams in Business Analytics
23:03 - Final Thoughts: Agile Experimentation and Value Qualification

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 welcomes Maria Franzoni, an expert in the speaking industry, to discuss what makes a speaking business successful. Maria shares her biggest achievement: helping speakers monetize their expertise and pay their bills. She explains her mission is to help speakers make money and spread energy through financial success. Maria also introduces her book, The Bookability Formula, which analyzes why only 1% of speakers get most bookings.

Maria highlights the importance of treating speaking as a business, not a hobby. She explains that successful speakers are subject matter experts who deliver solutions to clients' problems. Maria outlines the biggest mistakes: following passion without commercial value, underestimating the difficulty of building a business, and being too broad instead of specializing. She stresses the need for clear positioning and focused messaging.

The discussion covers the concept of 'bookability,' which means making yourself the easy and safe choice for clients. Maria shares her formula: relevance to a paying market, being known for one thing, memorability, and being easy to work with, all multiplied by value and reduced by ego. She advises aspiring speakers to focus on relevance, simplicity in messaging, and strong sales and marketing. The episode ends with Maria's golden nugget: always focus on the client and their audience.

About Maria Franzoni:

Maria Franzoni is the author of The Bookability Formula and a recognised expert in the speaking industry, with experience as an agent, international speaker bureau owner, and mentor since 1998. She has worked with some of the world's most celebrated speakers and shaped the careers of many others. Maria teaches speakers how to become more relevant, known, and bookable by sharing the strategies used by the top 1%. Her programmes simplify the business of speaking, focusing on positioning, marketing, and sales. With a practical, results-driven approach, Maria helps speakers achieve sustainable growth, higher fees, and long-term success in a competitive market.

Links:

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

https://www.mariafranzoni.me/

The Bookability Formula: What the 1% most-booked speakers do (and you can too)

Key Highlights:

• Treat speaking as a business: Success comes from treating speaking as a business, not just a passion or hobby.
• Narrow your focus: Specialize and be known for one thing to stand out and get booked more often.
• Make your message simple: Clear, simple messaging makes you memorable and easier for clients to choose.

Chapters:

0:00 - Intro

0:35 - Understanding Successful Speaking Businesses

1:48 - Measuring Achievements in Speaking

2:39 - Mission to Help Speakers Monetize Expertise

3:20 - Bookability Formula: Key Factors for Success

10:26 - Defining Bookability and Its Importance

14:19 - Focusing on Relevance in Speaking

19:48 - Client-Centered Approach for Speakers

Please, hit the follow button and leave your feedback in your preferred platform.

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 how leadership is changing in the age of AI and uncertainty. Martin Gutmann shares practical insights on trust, expertise, and adapting leadership qualities. Listeners gain a clear understanding of what remains timeless and what leaders must develop to succeed today.

One thing became particularly clear during the conversation: Martin brings a thoughtful and highly relevant perspective to the leadership debate, making him a compelling voice for LEAD 27 in Zurich.

About the guest

Martin Gutmann is a globally in-demand keynote speaker who helps leaders navigate uncertainty with fresh, story-driven insights. Combining history, sociology, and organisational psychology, he challenges conventional thinking and equips audiences with practical tools to rethink leadership, decision-making, and strategy.

A professor at the Lucerne School of Business and senior lecturer at ETH Zurich, Martin's work has reached over 60 million people through pieces in the New York Times, the Chicago Tribune, Forbes, Fast Company, and more. His TED Talk, Are We Celebrating the Wrong Leaders?, has over 2 million views, and his best-selling book The Unseen Leader earned high praise from organisational psychologist Adam Grant.

With a career spanning six countries and a Ph.D. in history, Martin has led major leadership programmes, including his role as the founding Managing Director of the Swiss School of Public Governance. Martin's global perspective and academic depth make him a trusted guide for leaders in a rapidly changing world.

Relevant links
https://lead-27.com/
https://www.linkedin.com/in/martin-gutmann-3a0136ab/

Key Take-Aways

• Uncertainty Drives Leadership: Uncertainty makes leadership necessary, as predictable environments only require management, not true leadership.
• AI Changes Trust and Expertise: AI shifts how trust is built and challenges traditional ways of developing expertise within organizations.
• Humility Is Timeless: Humility remains a core leadership quality, helping leaders admit limits and adapt to rapid change.

Chapters
0:00 - Intro

0:35 - Setting the Stage for Lead 27 Conference

1:23 - Understanding Leadership in Times of Change

4:05 - Importance of Keynotes and Leadership Goals

6:05 - Challenges of Leading Through AI and Uncertainty

9:39 - Building Trust and Relationships in AI Era

22:23 - Evolving Definition of Expertise

25:46 - Timeless Leadership Qualities in a Changing World

29:39 - Key Takeaways on Effective Leadership

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 features Jeannie Walters discussing her book 'Experience is Everything' and sharing practical advice on customer experience (CX) leadership. Listeners will learn why CX starts with leadership, how to build effective CX strategies, and how to adapt to new technologies like AI while maintaining trust and business relevance.

About the guest

Jeannie Walters, CCXP, CSP, is a certified customer experience expert, USA Today bestselling author, CEO, and international keynote speaker who does more than cite examples, she shows you how to implement strategies for real results.

As the Founder of Experience Investigators, she brings more than 20 years of impact across industries—including healthcare, financial services, higher education, software, and hospitality. She has led transformative efforts for brands like JPMorgan Chase, SAP, BASF, PG&E, Orangetheory Fitness, Comcast, and more.

Her bestselling book, Experience Is Everything, reveals how leaders can boost performance and revenue by making customer experience their greatest competitive advantage.
Recognized as a top industry voice, Jeannie has reached more than half a million learners through her LinkedIn Learning courses and created CXI Membership™ to provide practical, guided CX support for busy leaders. Her insights, featured in Forbes, NPR, The Chicago Tribune, and The Wall Street Journal, reflect her mission to help organizations make every moment count.


Relevant links
https://experienceinvestigators.com/

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

https://www.instagram.com/jeanniewalters/

https://instagram.com/experienceinvestigators/

Key Take-Aways

• CX starts with leadership: Customer experience must be driven by intentional leadership, not just good intentions.
• Align CX with business goals: Effective CX strategies connect directly to organizational objectives and measurable outcomes.

Build trust with technology: AI and new tools should enhance customer journeys and maintain trust, not just efficiency.

Chapters

0:00 - Intro

0:35 - Customer Experience Leadership Fundamentals

0:49 - The Importance of Intentional Leadership

2:17 - Foundations of Customer Experience

5:03 - Developing a Winning CX Strategy

8:53 - Transitioning to a Holistic CX Strategy

16:40 - Successful Customer Experience Transformations

20:54 - Learning from CX Initiative Failures

27:01 - Key Takeaways for CX Leaders

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 Faran Niaz reflect on decades of experience in customer experience, challenging common industry practices. They discuss how CX teams often focus on measurement and reporting, rather than driving real transformation. The conversation highlights the disconnect between what companies present to executives and what customers actually experience, emphasizing that dashboards and frameworks often fail to address real customer pain points.

The hosts discuss the prioritization of cost-cutting and revenue over genuine customer-centricity. They note that while companies claim to put customers first, business priorities usually win when tough decisions arise. The conversation also covers how digital transformation is frequently used as a disguise for cost reduction, rather than as a true customer-focused initiative, and how employee experience is undervalued.

The episode closes with a discussion on the risks of rushing into AI-driven transformation, the importance of maintaining human touch, and a call to return to CX fundamentals: listening, simplifying, fixing, and delivering consistently.

About Faran Niaz

Faran Niaz is the Founder & CEO of CX Future and creator of the FBX™ – Friction to Brilliance™ Framework. With more than 25 years of experience, he helps organizations transform customer experience into measurable business results through strategy, AI, digital transformation, and operational excellence.

Throughout his career, Faran has led large-scale CX transformations across banking, healthcare, retail, hospitality, telecommunications, government, and other industries. He is best known for transforming ADIB from #23 to #1 in the UAE Customer Experience rankings, a position the bank maintained for seven consecutive years.

Today, he advises executive teams on customer-centric transformation, AI-enabled customer operations, service excellence, and building organizations where customer experience becomes a competitive advantage—not just an initiative.

Links:

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

Key Highlights:

• Measurement vs. Action: CX teams often measure experience but struggle to drive real change or fix customer pain points.
• Cost Cutting Over Customers: Organizations prioritize cost and revenue, often neglecting genuine customer and employee experience.
• Human Touch Still Matters: Digital transformation should not replace human interaction where empathy and assurance are needed.

Chapters:

0:00 - Intro
0:35 - Challenging Customer Experience Assumptions
2:35 - Transforming Customer Experience Teams
7:45 - Navigating CEO Perspectives on CX
9:52 - Discussing Employee Experience Value
14:33 - The Value of Experience in Customer Service
19:42 - Critiquing CX Events and Commercialization
26:34 - Balancing AI Implementation and Human Experience
32:51 - Key Takeaways for Improving Customer Experience

Please, hit the follow button and leave your feedback in your preferred platform.

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 Faran Niaz discuss the current state of customer experience (CX), questioning whether technology and automation are truly improving CX or just creating new frustrations. They highlight that while some leading companies excel, many average and poor companies use technology as a shield, leading to increased customer effort and declining trust. The conversation points out that self-service options are often mistaken for CX success, even when they increase customer frustration.

The hosts critique the widespread use of journey mapping and Personas, calling them 'corporate theater' that distracts from real customer needs. They argue that CX existed long before these tools and that too much focus on mapping and fictional Personas takes time away from listening to customers and solving operational issues. They stress that most customer pain points are operational, not emotional, and that companies should focus on simplifying processes.

The episode also addresses the challenge of explaining CX's value to the C-suite, noting that many leaders reduce CX to NPS scores or basic service metrics. Faran Niaz argues that CX skills are transferable across industries and criticizes the demand for industry-specific CX experience. The discussion emphasizes the need for diverse perspectives and cross-industry learning to improve customer experience.

About Faran Niaz

Faran Niaz is the Founder & CEO of CX Future and creator of the FBX™ – Friction to Brilliance™ Framework. With more than 25 years of experience, he helps organizations transform customer experience into measurable business results through strategy, AI, digital transformation, and operational excellence.

Throughout his career, Faran has led large-scale CX transformations across banking, healthcare, retail, hospitality, telecommunications, government, and other industries. He is best known for transforming ADIB from #23 to #1 in the UAE Customer Experience rankings, a position the bank maintained for seven consecutive years.

Today, he advises executive teams on customer-centric transformation, AI-enabled customer operations, service excellence, and building organizations where customer experience becomes a competitive advantage, not just an initiative.

Links:

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

Key Highlights:

• Technology is not always helpful: When technology becomes the goal, it can create more friction instead of improving CX.
• Journey maps can distract: Over-focusing on journey maps and Personas wastes time and misses real customer needs.
• CX skills cross industries: Customer experience principles work in any industry; diverse backgrounds bring valuable insights.

Chapters:

0:00 - Intro

0:35 - Business Transformation Pitch Overview

0:52 - Challenging Assumptions in Customer Experience

1:58 - State of Customer Experience: Polarization

7:06 - Self-Service vs. Customer Experience

9:32 - Theatrical Journey Mapping and Customer Interaction

19:14 - Understanding Customer Experience Metrics

26:29 - Need for Cross-Industry Experience in CX

31:55 - Conclusion and Future Discussions

Please, hit the follow button and leave your feedback in your preferred platform.

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/