Is Transformation a Bad Thing? | Gregorio Uglioni

WFM Unfiltered | Workforce Management Podcast

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Transformation.

Everyone talks about it, but very few get it right. In this episode of WFM Unfiltered, Irina sits down with Gregorio Uglioni - also known as the CX Goalkeeper - to dismantle the corporate myths around change, strategy, and customer experience. With a rich background in healthcare transformation and a passion for customer-led innovation, Greg shares war stories from the frontline of business change that’ll make you question everything you think you know about CX and strategy execution.

From the fear of change that paralyzes organisations, to the exploding expectations of customers across digital channels, Greg breaks down why transformation is no longer a luxury - it's survival. But don’t worry, this isn't just theory. With over 20 years in the game and experience leading award-winning initiatives, Greg brings receipts. If you've ever seen a beautifully crafted strategy deck crash and burn when it hits the real world - this one’s for you.

Irina and Greg take on some sacred cows - like whether layoffs can be a good thing, how AI can (and absolutely cannot) replace human expertise, and why most companies confuse “culture” with “free coffee.” They also dive into the five pillars of transformation, exploring what truly drives sustainable change from the ground up, and what consultants need to bring to the table if they want to add real value - not just buzzwords.

You’ll also hear real customer stories, a surprising healthcare transformation success, and a challenge to CX professionals everywhere: simplify, or get left behind. Whether you're a CX lead, WFM pro, or transformation consultant, this conversation will shift how you approach change in your own business.

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