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36: What Football Teaches Us About Achieving Successful Customer Experience with Gregorio Uglioni

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36: What Football Teaches Us About Achieving Successful Customer Experience with Gregorio Uglioni

Welcome to Episode 36 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Customer Experience Professional, Gregorio Uglioni.

Gregorio is a Digital & Business Transformation Specialist and also the host of the CX Goalkeeper Podcast.

We hear him compare the various ways in which CX can be related to football (or soccer); why statistics can be a useful tool but shouldn’t overshadow the main goals; and why the term ‘Business To Business’ is missing the most important element.

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You can find Gregorio online at:

https://www.linkedin.com/in/gregorio-uglioni/

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10 Top Customer Service Tips on how to create exceptional customer experiences in your business, and create raving fans.

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"Gav spent a number of months working with our Business Sales teams in Leeds. We not only saw a massive increase in Sales but big improvements with our Customer Experience. Gav knew everyone and everyone knew Gav. We also recorded the highest employee engagement scores for all npower content Centre's while Gav was with us!"
Lee CharltonHead of Sales & Retention - npower Business
“4 years after the sessions that Gav did at our call Centre sites in India, Manilla and the UK and they are still talking about it.  There’s not many training sessions that I’ve seen that have had that level of stickiness before!  I love the fact that he gave people the belief that they could do it!”
Karen InghamCustomer Service Director – Virgin Media
“Gavin worked with Alphabet on our programme to Perfect the Alphabet Customer Experience (PACE). Gavin was a vital part of a programme which empowered and enabled over 400 employees to be part of a cultural transformation to drive change in our customer approach. As a result of the PACE programme we’ve seen a significant uplift in customer satisfaction and greater levels of collaboration and co-ordination across the business, as well as winning a number of high profile industry awards for our customer service.” 
Nick BrownriggCEO – Alphabet
“Staff feedback ranged from “Eye opening” to “Inspirational”. Since Gavin’s involvement with Union Street we have seen a tenfold increase in the amount of positive customer feedback. Our Leaders are more effective than what they ever have been.” 
Jose FernandezChief Operating Officer – Union Street Technologies
"Gav helped us to facilitate one of the Jewels in the crown of our Customer First programme at BT. It was a fun, engaging and impactful event that got fantastic feedback. It really helped us to build excitement for the journey ahead” 
Joe HildebrandHead of Organisational Development – BT
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I have helped many businesses create a World-Class Customer Experiences through the work I create, and deliver via Workshops, Presentations and Online Training.

Some of the brands I’ve worked with are:
Virgin Media
npower
BMW
Barclays
O2
RBS
BT
EE
Vodafone
SCHEDULE A CALL

FREE DOWNLOAD

10 Top Customer Service Tips

on how to create exceptional customer experiences in your business, and create raving fans

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