How Boards Make Smart Choices When Nothing Is Certain with Thomas Zimmerer

This episode dives into how AI and people-first thinking can drive successful business transformation. Alex Nelles shares real stories, lessons learned, and practical advice on leading change, building trust, and making technology work for everyone.  About the guest:  Alex is an experienced executive with over 20 years of business and IT experience across industries like Telco, Retail, Travel, and Healthcare. He is passionate about helping companies create real value by improving how they work and by guiding them through digital transformation. Alex focuses on building smart, practical strategies using modern digital technologies. His goal is simple: help organizations improve quality, stay ahead of competitors, and grow their profits in a sustainable way. He believes that successful transformation always starts with people and then uses technology, including AI, to support and scale that change.  Relevant links: https://www.linkedin.com/in/alexnelles/ https://www.alexnelles.com Keay Take-aways: People drive transformation: Focus on employees and their needs to create real value and successful change. Start small with AI: Solve simple use cases first and learn step by step to avoid being overwhelmed. Communication is key: Explain the vision clearly and involve staff early to reduce fear and build buy-in. Chapters: 0:00 - Intro 0:35 - Exploring AI and Human-Centric Transformation 3:07 - The Importance of People in AI Implementation 6:49 - Understanding Generative AI's Impact 8:57 - Building a Robust AI Architecture 10:30 - Adapting to Rapid AI Changes 13:18 - Fostering Human-Centered Transformations 22:01 - Successful Use Cases: Clara, the Digital Employee 27:30 - Key Takeaways for Transformation Success 28:37 - 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 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 explores how boards and leaders can make smart, bold decisions in uncertain times. Thomas Zimmerer shares practical advice on embracing uncertainty, leveraging data and AI, and ensuring strong ownership. Real-world examples and actionable tips make it valuable for anyone facing fast-changing business environments. About the guest Thomas Zimmerer is a board member and AI & digital board advisor, working with Boards of Directors and supervisory boards on decision-making, governance, and long-term value creation under uncertainty. He brings global experience as CEO, CIO, COO and CDO across industrial, technology, and regulated environments in Europe and the Middle East, and serves on supervisory and advisory boards. His work focuses on how boards govern business models, risk, and strategic direction as AI reshapes decision environments. Thomas is a published author and regular contributor to German governance and risk-management journals, including Der Aufsichtsrat and the Zeitschrift für Risikomanagement. Relevant links https://www.aiizationboard.com https://www.linkedin.com/in/thomaszimmerer/ Key Take-Aways Make uncertainty explicit: Put unknowns and assumptions on the table to improve clarity and decision quality. Leverage existing data and AI: Use current tools and data to run scenarios and support faster, smarter decisions. Ensure strong ownership: Assign clear responsibility for decisions, including both success and failure. Chapters 0:00 - Intro 0:35 - Navigating Decision-Making in Uncertainty 1:34 - Vision and Focus Amid VUCA Challenges 3:20 - Understanding Decision-Making Under Uncertainty 3:55 - Explicitly Addressing Unknowns in Decision-Making 5:58 - Leveraging Technology and Data for Decisions 9:32 - Utilizing Existing Tools for Effective Decision-Making 11:36 - Ownership and Accountability in Board Decisions 17:39 - Embracing Risk and Learning from Decisions 20:34 - Case Study: Bold Investments in AI 24:58 - Learning from Unsuccessful Decisions 28:19 - Final Insights on Uncertainty and Leadership 30:40 - Conclusion 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/

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. About the Guest 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. Relevant Links Facebook: @marilynsuttle and @suttleshift LinkedIn: http://www.linkedin.com/in/marilynsuttle The Top 3 Key Learnings 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. Regular, Targeted Training: Replace generic customer service trainings with specific, actionable coaching sessions, like roleplays and feedback loops, to enhance skills and confidence. 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/

Marbue Brown defines customer obsession versus customer focus. He explains you start with the customer and work backwards. He contrasts companies that work backwards from product or profits. He draws on Amazon practices where the question, "what is the competition doing?" rarely comes up. He outlines five levels on the customer obsession continuum: customer indifferent, aware, focused, centric, and obsessed.  He gives cultural examples like hashtag thank you Thursday used by leaders to recognize employees and reinforce customer priorities across the organization. Marbue explains tools to measure and act on customer obsession. He describes the customer obsession barometer built with Dr. John Hughes. It scores nine practices from his book Blueprint for Customer Obsession. The barometer separates top tier companies and identifies "obsessed customers" who recommend and repurchase. He gives Chase as a success story. Chase links employee obsession with customer results through listening, rapid actioning of feedback, branch visits, and recognition.  About Marbue Brown Marbue Brown is founder of The Customer Obsession Advantage, a firm dedicated to helping companies achieve transcendent business results through Customer Obsession. He is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually triggered to system to a primarily automated system triggered by machine learning and statistical models. The Andon Cord is one of Amazon.com's most significant mechanisms it uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which was widely used by business units to dramatically improve CX as well as international subsidiaries who won nationwide awards in the process. He co-authored seminal articles about customer experience measurements that are widely cited in industry. He is a sought after speaker and published author on customer experience, business strategy and economic policy. Relevant links:  www.customerobsession.net Chapters:  0:00 - Intro 0:35 - Career Highlights and Key Achievements 4:13 - Winning in Customer-Centric Roles 9:13 - Understanding Customer Obsession 11:42 - Customer Obsession Continuum Explained 16:45 - Measuring Customer Obsession with Barometer 22:11 - Success Story: Chase's Customer and Employee Focus 32:53 - Key Takeaways on Customer Policies 35:12 - Conclusion and Farewell   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/