Greg recently moderated and participated as a speaker in a panel discussion organized by Simply Contact. It was a highly relevant webinar focused on healthcare customer experience. The discussion explored the complex challenges healthcare organizations face today — from fragmented systems and regulatory constraints to the ongoing need for truly patient-centric processes. Greg shared insights from his work in Swiss hospitals, Aleksandra Budynek brought in her frontline perspective from patient support, and Daniel Wardell provided a deep dive into technology and compliance aspects of healthcare CX. Together, they offered complementary perspectives that made the conversation both practical and thought-provoking. Many thanks to Simply Contact for making this discussion possible and allowing Greg to share it more broadly.

Top 3 learnings:

• Patient-centric design is crucial: Healthcare CX must focus on patient needs, not just staff efficiency or internal processes.
• Trust and empathy drive outcomes: Building trust through empathy and clear communication is key to positive patient experiences.
• Compliance shapes patient experience: Compliance must be integrated from the start, not treated as a separate or secondary concern.

Links:

https://www.linkedin.com/events/7444735543533494272/

https://www.linkedin.com/company/simplycontact/

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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 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/

Forward Partners AG: https://www.forwardwith.ch

This episode brings together two leading podcasts to discuss the real impact of automation and AI in customer service. Learn practical steps, real examples, and common pitfalls in automation projects, with actionable advice from experienced consultants. Perfect for anyone interested in operational excellence and customer experience.

About the guest

Rémon Elsten is managing partner being Forward Partners in Switzerland, a consulting firm focusing on CRM and customer service topics. He started his career for about 25 years in the Netherlands and is now working mainly in Switzerland, Germany and Austria.

He was vice president of the Swiss Contact Center Association (CallNet.ch) from 2006 to 2018, Board member of the European Confederation of Contact Centre Organisations from 2010 to 2018, he is still a teacher on the topics customer management and customer service at several swiss business schools and author on several books and articles on these topics.

Relevant links
https://www.forwardwith.ch

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

https://service-excellence-cockpit.ch/en/

Key Take-Aways

• Balance automation and experience: Automation should improve efficiency without harming customer experience or relationships.
• Use value matrix for decisions: Analyze customer dialogues and company value to choose the right automation use cases.
• Avoid tech for tech's sake: Focus on real business needs, not just new tools or technology trends.

Chapters

0:00 - Intro

0:35 - Introduction to Automation in Customer Service

2:06 - Understanding Operational Excellence

3:30 - Balancing Efficiency and Customer Experience

4:43 - Implementing Self-Service Solutions

8:06 - Choosing Automation Use Cases

15:06 - Successful Automation Examples

21:53 - Learnings from Automation Failures

24:18 - Keys to Effective Automation Strategies

26:07 - Conclusion and Further Resources

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 an honest discussion with Ian Golding, a leading CX expert. You can gain insights on accountability, the impact of AI, and real-world examples of customer experience. The conversation is practical, direct, and filled with actionable advice for anyone interested in business transformation and CX.

About Ian Golding:

Ian is a global CX Specialist and the Author of 'Customer What?'

Relevant links:

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

Key take-away:

• Accountability is critical: Organizations must take responsibility for customer experience and act on feedback to improve.
• AI enables, not replaces: Artificial intelligence should enhance human interaction, not automate away meaningful experiences.
• Visibility matters in CX: Sharing your ideas and being visible helps influence others and drives positive change.

Summary:

Gregorio Uglioni welcomes Ian Golding, a respected mentor and independent CX expert, to discuss the realities of customer experience. They reflect on their early days in Stevenage and Ian's journey to becoming an independent consultant. Ian shares that his proudest career moment was deciding to go independent, which allowed him to share knowledge globally and help organizations improve customer experience.
The conversation dives into the biggest challenges in customer experience today, with Ian highlighting the lack of accountability within organizations. He explains that many companies claim to be customer-centric but fail to act on feedback or adapt to changing environments. They discuss the gap between current and future state journeys and how failing to close this gap can make companies irrelevant.
Ian and Gregorio explore the role of AI in customer experience, emphasizing its potential to interpret data and eliminate unnecessary processes. However, Ian warns that AI should not replace human interaction but should enable better experiences. The episode concludes with practical advice, examples of great CX (like Amazon), and Ian's golden nugget: the importance of visibility and sharing your perspective within the CX community.

Chapters:

0:00 - Intro

0:35 - Mentoring and Career Reflections

1:54 - Ian's Mission: Knowledge Sharing & Education

8:47 - The Importance of Accountability in Customer Experience

12:39 - Understanding Customer Journeys: Current vs Future State

19:52 - Transformative Role of Artificial Intelligence in CX

24:33 - Amazon: A Case Study in Customer Experience

31:52 - The Importance of Visibility and Personal Branding

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/