Speaker Profile: Gregorio Uglioni

Gregorio Uglioni

Gregorio Uglioni
Chad on LinkedIn

Business Transformation, Service Excellence, and Human Experience Advisor | Keynote Speaker | Podcast Host

With a proven track record of driving business and digital transformation and achieving measurable results, Gregorio Uglioni is a dedicated and results-oriented professional with expertise in business strategy, business and digital transformation, customer experience, and leadership.

It’s not about B2B or B2C! We are in a H2H – Human to Human – environment.
Every transformation starts with people and ends in delivering value to the people.

His experience includes leading large-scale transformation initiatives and value streams (300+ involved people, CHF 15Mio+ programs), identifying and delivering initiatives that drive financial results, operational efficiency, customer acquisition, and reducing churn while increasing customer loyalty and share of wallet (CHF 10Mio p.a.)

I am also deeply committed to:
– service excellence, recognizing its pivotal role in creating memorable and impactful customer experiences.
– servant leadership, empowering human beings to give their best and achieve their goals

But it’s not just about my professional accomplishments. My family is my driving force, and I believe human connections are at the heart of any successful transformation.

Keynote Topics

Human Centered Transformation
  • 5 pillars to lead a human centered transformation
  • Examples from the healthcare industry
  • Real stories from a hospital

CX is a team sport: Three tactics to control the game and score goals when servicing customers

  • Play simple and listen to feedback
  • Trust the team: they will make the difference and score a lot of goals
  • Only with strategy, you can win the championship

How to pivot customer service into a customer-centric value-generating engine

High-quality service can be a crucial differentiator and, when applied strategically, creates value and reduces costs

Reducing staffing levels in contact centers and “squeezing the lemon” is a short-term measure to reduce cost, which can lead to a deterioration in customer relationships and, therefore, financial impact in the long term (e.g., customer churn)

The Value Irritant Matrix helps to focus on value interactions from both the customer’s and the company’s perspectives, which can transform how you look at your customer journeys.

Being proactive remains a game-changer today, but customers are becoming more accustomed to and expect great, carefully thought-through proactive experiences.

Topics

  • Human-Centered Transformation, Service Excellence, Digital Transformation, AI in healthcare. 

Types of Engagements

  • Keynotes
  • In-person and Virtual