Areas of expertise
About
Gregorio Uglioni is a business transformation and customer experience expert based in Zurich. He has worked in financial services and healthcare for most of his career.
Gregorio is a Partner at Forward, a Zurich consultancy for customer centricity and digital transformation. Before Forward, he was Head of Business Transformation at the Cantonal Hospital of Winterthur, where he worked on patient and employee experience.
Gregorio spent ten years at Swisscard, where he led the customer experience and process engineering teams, and started his career at Accenture. He hosts the CX Goalkeeper podcast and teaches customer experience at Lucerne University of Applied Sciences and Arts.
CX Network listed him among its top 50 CX influencers in 2024. In his view, most transformations fail at execution because nobody owns delivery after the strategy is signed off. In hospitals, patients feel it until someone takes ownership of their whole stay.
Education
MAS, Banking and Finance
University of Zurich · 2016–2018
MAS, Business Informatics
University of Zurich · 2002–2007
Experience
Partner
Forward · January 2026 – Present · Zurich, Switzerland
Associate Partner
Forward · November 2024 – March 2026 · Zurich, Switzerland
Head of Business Transformation
Cantonal Hospital of Winterthur · December 2021 – March 2025 · Winterthur, Switzerland
Head of Business Excellence and Customer Experience
Swisscard AECS · September 2020 – December 2021 · Zurich, Switzerland
Head of Transformation Operations Services
Swisscard AECS · January 2017 – September 2020 · Horgen, Switzerland
Senior Business Project Manager
Swisscard AECS · January 2012 – December 2016 · Horgen, Switzerland
Consultant
Accenture · March 2008 – December 2011 · Zurich, Switzerland
Speaking
Building Healthcare CX That Doesn't Fail Patients
Simply Contact Webinar