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The Master Your Business Podcast Decision-Making for the Indecisive So You Blow Your Time and Money on All the Right Things with Gregorio Uglioni

Decision-Making for the Indecisive So You Blow Your Time and Money on All the Right Things with Gregorio Uglioni



Automating things that are not working will save you time but cause problems in the long run. As a small business owner or solopreneur, you know how important it is to provide a great customer experience.

After all, happy customers are the lifeblood of your business. In today's fast-paced digital world, automating certain business processes has become the norm, providing time and cost savings while enhancing customer experiences. 

However, not all processes are worth automating. That's why it's important to understand which processes should be automated and which ones shouldn't.

Gregorio Uglioni is here to help. A specialist in Business Transformation, Innovation and Customer Experience, his cross-industry engagement and in-depth know-how have allowed him to be recognised and awarded several times within Customer Experience Community.

Greg is the host of the CX Goalkeeper Podcast, was a Judge at several international business events, and to top it all off, I had the privilege of co-authoring a chapter on one of his multiple global best-selling books “Customer Experience 4."


Understanding the Customer's Perspective

When it comes to automating business processes, it's essential to first understand the customer's perspective. Put yourself in their shoes and think about what it's like to be the customer and be asked to do certain things that are an irritant. By brainstorming ways to make the process better, you can ensure that the customer experience is enhanced rather than hindered.

Eliminating Irritating Processes

There's no point in automating a problem because the problem will just become automated. Instead of automating processes that are irritating for both the customer and the company, it's important to find the root cause and eliminate them.

For example, if a customer is constantly complaining, it's important to fix the issue rather than just offering them a voucher. This way, you can avoid automating ineffective processes that don't bring value to your business.

Creating Value for Customers

Some processes may be irritating for your business but create value for customers. In these cases, automation makes sense. For example, when a customer forgets their personal identification number, automating the process of retrieving it can be helpful.

You can use an app like Revolut to show the PIN, so customers can quickly check it while out shopping. Small businesses can also benefit from automating processes, such as allowing employees to reset their Windows laptop passwords by themselves, saving time and hassle for IT departments.

In a nutshell:

Automating business processes can provide significant benefits, but not all processes are worth automating. By understanding the customer's perspective, eliminating irritating processes, and creating value for customers,
you can enhance your efficiency, save time and costs, and improve your overall customer experience. Remember to evaluate each process before automating it and always prioritise the customer's needs.


More from Greg:

Greg’s tips and advice will be sure to teach you so much about customer experience. Make sure to listen to the full episode for more in-depth discussions and the rest of Greg’s great tips. For more from Greg, you can check out his website:

Important Links

Greg’s LinkedIn

Greg’s Website



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