When we view technology through the lens of an individual CX function, connecting the dots becomes slightly blurred unless we adjust to the key CX activities: understanding customers and their experiences; analysing data collected from those experiences; acting on the insights; and continually managing CX efforts across the brand. And to ace the art of using this clarity to score goals, in house today is Gregorio Uglioni, host of 'CX Goalkeeper' podcast and a specialist in Business Transformation, Innovation and Customer Experience. Here's what we discuss:

- Service excellence as a customer focused value generating engine

- CX on Soccer pitch

- Data, technology and human touch : key enablers for service experience improvement

- Proactivity as a game changer

- Value Irritant Matrix

Gregorio's LinkedIn profile: https://www.linkedin.com/in/gregorio-uglioni

Experience the magic of service!