Gregorio Uglioni
Associate Partner, Forward; host, Business Transformation Pitch with The CX Goalkeeper
Accenture, Swisscard and the Cantonal Hospital of Winterthur
Gregorio Uglioni began his career as a consultant at Accenture[1][4]. He then moved to Swisscard, where he became head of business excellence and customer service[1]. In a 2022 interview he said he had worked for ten years at a Swiss credit card issuer, where he led several transformation programmes[4].
On 1 December 2021 he joined the Cantonal Hospital of Winterthur in Switzerland as head of business transformation[4]. He described the role as the start of a customer-centric transformation covering both patients and clinical staff[4]. CX Network still listed him in that role in its 2024 list of customer experience influencers[5]. By 2025 he had moved to Forward, where he is an associate partner[6][3].
The CX Goalkeeper podcast
Uglioni created and hosts a weekly podcast first known as The CX Goalkeeper[1]. CX Network explains that the name comes from a football analogy: just as a team needs a strategy to win a championship, customer experience practitioners need planned engagement strategies[1]. The show covers customer success, leadership, corporate responsibility and digital transformation, and Uglioni chooses the guests himself[1]. Past guests have included Chip Bell, Colin Shaw and Jeannie Walters, and he has run miniseries on topics such as the metaverse and agile methods[1].
The podcast now runs as Business Transformation Pitch with The CX Goalkeeper[2]. Apple Podcasts lists it as active from 2020 to 2026 with 318 episodes, and describes it as covering digital and business transformation, customer experience, leadership, AI and innovation[2]. Episodes in autumn 2026 covered robotics and security start-ups with Marcus Köhnlein, AI in customer experience design with Ube Urban, and the state of customer experience with Colin Shaw[3].
Teaching, community work and writing
CX Network describes Uglioni as a lecturer in customer experience management and an advisor to C-suite executives[1]. He has been a board member of trade bodies including the Customer Experience Professionals Association (CXPA)[1][5]. He holds the CCXP certification and describes himself as the first certified ACXSPlus[4]. He has served as a judge at international customer experience events and co-authored the book Customer Experience 3[4].
When CX Network asked about the best career advice he had received, Uglioni said it was to be yourself and put people first, and the results would follow[5]. He also published reading and listening lists for the customer experience community, including a CX Summer Calendar and a CX Goalkeeper Advent Calendar in 2021[4].
Views on transformation and customer experience
In his 2022 CXBuzz interview, Uglioni said that a transformation always affects people, so leaders should focus on them and make sure everyone understands the vision and target[4]. He named regular communication with every affected group, and asking those groups for feedback, as key elements[4]. He also said that technology can solve many customer pain points, but that work should start from customer needs rather than from a chosen solution[4].
In the same interview he called return on investment the only metric that really counts for customer experience[4]. He linked that return to better acquisition, lower churn, lower cost to serve and reduced risk[4]. At CX Summit 2025 he gave a presentation titled "The human dividend"[6].
Known for
- Hosting The CX Goalkeeper podcast, now Business Transformation Pitch with The CX Goalkeeper
- Business transformation at the Cantonal Hospital of Winterthur
- CXPA board work
- Associate partner at Forward
Sources
- CX Network: The CX Goalkeeper — checked 6 Nov 2026
- Apple Podcasts: Business Transformation Pitch with The CX Goalkeeper — checked 6 Nov 2026
- Business Transformation Pitch with The CX Goalkeeper: official podcast feed (episodes to November 2026) — checked 6 Nov 2026
- CXBuzz: Interview with Gregorio Uglioni, February 2022 — checked 6 Nov 2026
- CX Network: The top 50 customer experience influencers to follow in 2024 — checked 6 Nov 2026
- CX Summit (Boussias): CX Summit 2025 presentations — checked 6 Nov 2026