Glassix Spotlight

In this episode of The Glassix Spotlight, we’re joined by Jacob Eells, an award-winning CX leader and Customer Support Manager at CareScribe. With over eight years of experience spanning customer support, coaching, and digital learning, Jacob has built a career dedicated to creating exceptional customer experiences that drive both business success and team motivation. Jacob’s approach combines empathy, technical expertise, and data-driven strategies to transform customer interactions into meaningful connections. As a certified CX professional, he brings unique insights into journey mapping, process improvement, and fostering team cultures that prioritize emotional intelligence and innovation. In this episode, we explore: • Jacob’s journey from technical support to CX leadership and how his experiences shaped his customer-first mindset. • The role of empathy in creating meaningful customer connections and why emotional bonds are vital for driving loyalty. • Jacob’s innovative coaching strategies to empower teams and align employee growth with customer satisfaction. • How data-driven insights inform CX improvements and streamline processes for better outcomes. • The evolving landscape of CX and customer support, and what Jacob sees as the next big challenges and opportunities. Whether you’re a CX professional, team leader, or someone passionate about elevating customer experiences, Jacob’s story offers actionable insights and inspiration to take your approach to the next level.

Welcome to a dynamic episode of The Glassix Spotlight, where we’re joined by Luke Jamieson, a global leader in Customer and Employee Experience known for his bold, unconventional strategies that are transforming how companies think about engagement, belonging, and purpose. Luke’s innovative, “well-behaved larrikin” approach to CX and EX has made him a standout figure in the future-of-work landscape. In this episode, we delve into a range of thought-provoking topics, including: • Luke’s fresh perspectives on engagement and how his unique journey in CX and EX led him to redefine what it means to connect with employees and customers on a deeper level. • Creative, hands-on approaches like LEGO® Serious Play® that Luke uses to foster problem-solving and teamwork, building an environment where innovation and engagement naturally thrive. • Insights into gamification and digital transformation and how these strategies are reshaping the way businesses connect with and motivate their people in today’s hybrid workplace. • The next big shifts in employee and customer engagement, and why Luke believes that fostering belonging and purpose is crucial for future-ready organizations. • Real-world success stories from Luke’s consulting experiences showcasing how unconventional thinking has unlocked new levels of engagement and loyalty in companies around the globe. Join us as Luke Jamieson shares his powerful insights and groundbreaking strategies for creating workplaces where employees feel genuinely connected, and customers become brand champions. If you’re looking to take engagement to the next level, build a culture of belonging, or simply bring more purpose into your organization, this episode with Luke is packed with inspiration and actionable takeaways!

Welcome to an inspiring episode of The Glassix Spotlight, where we dive into the world of Customer, Employee, and Human Experience (CEHX) with Aileen Day, a leading CX strategist and advisor who’s revolutionizing the way businesses connect with their customers and employees. Aileen’s innovative approach to building trusted, value-driven brands has set her apart as a powerful force in the industry. In this episode, we explore a range of engaging topics, including: • Aileen’s unique blend of CX, EX, and HX strategies that help businesses not just retain customers, but turn them into lifelong advocates by focusing on the deeper human experience. • Her insights into using psychology and human behavior to craft customer experiences that truly resonate, going beyond metrics to create emotional connections that drive loyalty and trust. • How Aileen helps businesses transform into legacies, and the steps companies can take to ensure they’re building more than just a brand, but a movement that stands the test of time. • Her no-nonsense approach to CEHX and why she believes delivering consistent, value-driven experiences is the key to long-term business success in any industry. • Real-world examples of how Aileen has guided businesses across industries—retail, services, corporate—and the measurable impact these strategies have had on employee engagement and customer satisfaction. Join us as Aileen Day shares her visionary strategies and practical insights for creating trusted, value-driven brands that prioritize the human experience. Whether you’re looking to elevate your customer journey, foster deeper employee loyalty, or reshape your brand into a legacy, Aileen’s expertise offers the tools and wisdom you need to succeed in today’s competitive market.

Welcome to an enlightening episode of the Glassix Spotlight, where we explore the fusion of purpose and data in customer experience with Leslie Pagel, a trailblazing expert in the CX world. Leslie, known for her deep understanding of human experience and her work as Chief Evangelist at Authenticx, has spent her career helping organizations leverage the voice of the customer to create competitive advantages. In this episode, we dive into a range of thought-provoking topics, including: • Leslie’s visionary approach to aligning purpose-driven CX strategies with business objectives demonstrates how businesses can compete on experience while driving meaningful, measurable outcomes. • An inside look at Leslie’s role in healthcare, where she reshaped CX strategies to improve health outcomes and simplify complex customer journeys, all while delivering business value. • A discussion on Leslie’s unique ability to balance data and emotional insights, creating CX solutions that speak to both the analytical and human aspects of customer interactions, ensuring impactful customer journeys. • How Leslie employs storytelling to inspire and align internal teams around customer-focused missions, and how this method has helped transform organizational cultures. • Leslie’s lessons from the Purpose Project, where she’s studying life’s purpose and helping individuals find fulfillment, and how this journey influences her customer experience strategies. Join us as Leslie Pagel shares her innovative ideas and proven methodologies for human-centric, data-informed CX management. Whether you’re looking to enhance customer journeys, integrate purpose into your CX strategy, or explore the art of blending data with emotional insight, Leslie’s expertise offers the guidance needed to thrive in today’s experience-driven world.

Welcome to an insightful episode of the "Glassix Spotlight," where we dive deep into the world of customer experience with Karl Sharicz, a pioneering leader and educator in the CX space. Karl, the visionary force behind HorizonCX, has an illustrious career dedicated to helping B2B organizations, particularly in technology, manufacturing, and service industries, achieve their maximum potential through strategic, evidence-based CX management. In this episode, we explore a range of compelling topics, including: • Karl’s innovative approaches to linking CX metrics with financial performance, demonstrating how customer satisfaction can be a powerful driver of business value and long-term growth. • Discussions on Karl’s success in extending customer lifecycles and boosting referrals through tailored CX strategies, which have led to significant ROI and enhanced customer loyalty for his clients. • Insights into how Karl leverages his international experience to create culturally sensitive CX strategies that maintain consistency while resonating with diverse global markets. • A deep dive into his methods for turning customer feedback into actionable insights, transforming challenges into opportunities for innovation and excellence in customer experience. • A bonus conversation where Karl shares his thoughts on emerging trends in CX and what businesses need to prepare for as they navigate the future of customer experience management. Join us as Karl Sharicz offers his expert insights and proven methodologies for mastering customer experience. Whether you're looking to refine your CX strategies, integrate customer-centric behaviors into your business, or simply stay ahead in the competitive landscape, Karl’s wisdom and experience will provide you with the tools and inspiration to succeed.

Welcome to a thought-provoking episode of the "Glassix Spotlight," where we explore the crucial topic of closing the customer knowledge gap with Eckhart Boehme, Founder and Managing Director of Unipro Solutions GmbH & Co. KG. With over 30 years of global experience in marketing, product management, and skills development, Eckhart has pioneered the Customer Progress Design (CPD) method, helping organizations uncover how customers struggle for progress and how businesses can create targeted solutions. In this episode, we’ll cover a range of engaging topics, including: • Eckhart’s innovative Customer Progress Design (CPD) method, which enables businesses to identify customer struggles and create solution concepts tailored to close the customer knowledge gap. • Insights into the Jobs to Be Done theory, and how collecting evidence through intact stories and experiences can help companies better understand what their customers are truly trying to achieve. • A deep dive into The Wheel of Progress®, a tool co-developed by Eckhart, that helps organizations, particularly those with limited resources, systematically improve their customer experience by understanding customer progress. • Challenges faced by both startups and large corporations and how CPD helps organizations of all sizes implement customer-centric strategies to bridge the gap between what customers want and what businesses deliver. • A discussion on AI’s role in global marketing, specifically in how it aids customer research and helps companies bridge cultural differences to tailor experiences for diverse markets. • A bonus conversation about the future of AI in customer research, including what futuristic features Eckhart would add to the CPD method using AI and how these advancements could help businesses stay ahead of their competitors. Join us as Eckhart Boehme shares his deep expertise on closing the customer knowledge gap and provides actionable insights on how to create more meaningful connections with your customers.

Welcome to a captivating episode of the "Glassix Spotlight," where we explore the transformative power of data-driven customer experience strategies with Patty Soltis, a venerated leader and strategist in the CX realm. Patty, currently enhancing customer experiences at Upwork and leading as Principal Consultant at Kinetic Edge Consultants, has a profound track record of melding analytical precision with strategic CX initiatives to drive substantial organizational growth. In this episode, we will delve into a variety of enriching topics, including: • Patty’s innovative techniques for aligning CX metrics with company financial goals at Upwork, showcase how integrated approaches can monetize customer satisfaction and propel business value. • Discussions on Patty’s role in transforming customer service strategies across various industries, enhancing profitability by over 20%, and setting new benchmarks in customer engagement. • Insights into how Patty leverages storytelling and continuous improvement to evangelize the importance of CX within organizations, turning everyday interactions into strategic opportunities for growth. • A deep dive into her methodical approach to using data and research to refine customer journeys, ensuring dynamic, engaging, and financially rewarding experiences that resonate across diverse markets. • A bonus conversation about Patty’s unique perspectives gained from her extensive consulting experience and how curiosity and strategic problem-solving continue to shape her approach to CX. Join us as Patty Soltis shares her expert insights and proven strategies for mastering customer experience management. Whether you aim to enhance your CX strategies, foster a data-driven culture, or gain insights into effective leadership in customer experience, Patty’s expertise will provide the essential guidance needed to excel in today’s competitive landscape.

Welcome to an enlightening episode of the "Glassix Spotlight," where we explore the pivotal role of emotional intelligence in reshaping customer and employee experiences with Sandra Thompson, a trailblazer in the field of EI. Sandra, the first Daniel Goleman Emotional Intelligence Coach in the UK and the visionary behind Ei Evolution, has dedicated her career to integrating emotional intelligence into practical business applications. In this episode, we will delve into several compelling topics, including: • Sandra’s groundbreaking work in applying emotional intelligence to enhance organizational environments, demonstrating how EI can lead to more thoughtful and compassionate workplace cultures. • Insights from her experiences as a TEDx speaker and educator, where she has illuminated the benefits of emotional intelligence to diverse audiences, helping them understand how EI can fundamentally change lives. • A detailed discussion on how emotional connections can dramatically increase business profitability, supported by Sandra’s extensive research and application in the field. • Practical advice from Sandra on implementing emotional intelligence strategies within corporate settings to improve both customer satisfaction and employee engagement. • A special segment exploring the future of emotional intelligence in business, where Sandra will share her vision for how EI will continue to influence corporate strategies and personal development. Join us as Sandra Thompson shares her invaluable insights and experiences, providing listeners with the tools to harness emotional intelligence for enhancing their professional and personal lives. Whether you are a business leader, HR professional, or someone interested in personal growth, this episode will offer profound guidance on making emotional intelligence a transformative element of your strategies.

Welcome to a very special episode of the "Glassix Spotlight," where we delve into the art and science of crafting superior customer experiences with Mark Slatin, a globally recognized leader in customer experience strategy and a Top 25 CX Leader according to CX Magazine. Mark, who also hosts the acclaimed "Delighted Customers Podcast," has a storied career in transforming organizations through customer-centric innovations and strategic leadership. In this episode, we will explore a variety of intriguing topics, including: • How Mark’s strategic initiatives at Sandy Spring Bank led to exponential growth and set new standards in customer experience, reflecting on his journey from a $3.7 billion asset base to an estimated $11 billion. • Discussions on Mark’s unique Trusted Guide Roadmap™ Master Class and how this framework empowers leaders to secure executive buy-in and drive meaningful change within their organizations. • Insights into the integration of Customer Experience Management (CXM) into business models, as Mark shares his experiences designing and leading CX strategies that significantly enhance customer and employee engagement. • A deep dive into Mark's role in implementing Voice of the Customer programs that have dramatically improved customer feedback loops and business outcomes, setting a benchmark in the industry. • A bonus conversation about Mark's vision for the future of customer experience, considering his influential work as a professor and his practical experiences navigating through mergers, acquisitions, and global crises. Join us as Mark Slatin shares his invaluable insights and strategies for mastering customer experience management. Whether you are looking to revamp your customer engagement strategies, foster a customer-centric culture, or gain insights into effective CX leadership, Mark’s expertise will offer the essential guidance needed to excel in today's dynamic market.

Welcome to a very special episode of "Glassix Spotlight," where we explore the transformative strategies for enhancing customer engagement and loyalty with Andrew Carothers, a senior leader in customer success and digital transformation at Cisco Systems. Andrew, an eight-time International Customer Experience Award winner and author, is renowned for his expertise in leading high-impact digital strategies that enhance customer adoption and retention. In this episode, we will discuss various fascinating topics including: • How Andrew’s innovative approaches at Cisco have revolutionized customer interactions and driven substantial growth, leveraging his extensive background in customer experience management and digital transformation. • Insights into the challenges and triumphs of scaling Cisco’s global CX partner program from 75 to 7,000 partners, highlighting his strategies for fostering enduring relationships and enhancing customer loyalty. • An exploration of Andrew’s thought leadership in "The Publicity Handbook" and how his principles of engagement have influenced Cisco’s customer experience initiatives, reflecting on the synergy between strategic marketing and customer success. • A deep dive into the key digital transformation projects that have marked Andrew’s career, examining the lessons learned and the pivotal strategies that have successfully driven customer satisfaction and business outcomes. • A bonus discussion on Andrew’s role in shaping the customer experience landscape through his work with the US Customer Experience Award Steering Committee and his vision for the future of digital customer engagement. Join us as Andrew Carothers shares his invaluable insights and proven strategies for driving customer success in today's digital landscape. Whether you're aiming to boost customer retention, improve renewal rates, or transform digital engagement practices, Andrew’s expertise will provide the necessary guidance to excel in a competitive market.

Welcome to a special edition of "Glassix Spotlight," where we delve into the art of leading business and digital transformation with a focus on human experience with Gregorio Uglioni, a renowned expert in business strategy and customer experience. As a top CX influencer, host of the globally recognized CX Goalkeeper Podcast, and a three-time best-selling author, Gregorio is celebrated for his ability to merge strategic transformation with impactful human connections. In this episode, we will explore several compelling topics including: • How Gregorio's philosophy of human-to-human (H2H) interaction shapes transformative strategies at Kantonsspital Winterthur, fostering service excellence and measurable business outcomes. • Insights into Gregorio’s role in leading large-scale transformation projects, involving over 300 people and budgets exceeding CHF 15 million, and the strategies he employs to drive financial results and enhance customer loyalty. • An exploration of the principles Gregorio teaches about customer experience management at universities and private schools, and how these principles are applied to real-world business challenges to achieve service excellence. • A recount of key moments and decisions in Gregorio’s career that have influenced his approach to leadership and transformation, drawing from his extensive experience and the innovative strategies discussed in his books. • A light-hearted bonus discussion on how his engagement as an international keynote speaker and judge at various awards has shaped his perspectives on business transformation and leadership, and how he translates these experiences into actionable strategies for his audience and clients. Join us as Gregorio Uglioni shares his invaluable insights and proven strategies for navigating the complexities of business transformation with a human-centric approach. Whether you're looking to inspire innovation, elevate your team's performance, or transform your customer interactions, Gregorio’s expertise will provide the guidance necessary to not only compete but truly excel in the modern business environment.

Gear up for an enlightening episode of "Glassix Spotlight" featuring Ricardo Araújo, a seasoned expert in B2B customer experience and technological innovation. With over two decades of experience, Ricardo has been at the forefront of integrating AI into customer experience strategies, helping companies across various industries not just to adapt but thrive in their growth stages. Tune in to discover: • How AI is being leveraged to revolutionize customer experiences in B2B settings. • Ricardo’s journey from traditional customer success roles to becoming a leading advisor in customer experience, focusing on AI's role in organizational change. • Effective strategies Ricardo has developed for identifying and nurturing untapped talent within organizations to drive innovation. • The impact of AI on optimizing customer journey mapping and performance analysis in complex B2B environments. • Challenges Ricardo faces when implementing new technologies and processes, and how he overcomes them to achieve sustainable growth. • Insights from Ricardo’s diverse experience working with startups to large enterprises, highlighting unique approaches to customer engagement and satisfaction. Ricardo brings a wealth of knowledge and a practical approach to using AI to enhance customer interactions. This episode is packed with strategic insights and real-world applications, making it a must-listen for anyone interested in the intersection of technology and customer experience. Learn new ways to enhance your company’s customer engagement strategies and hear from one of the leaders shaping the future of B2B customer experiences.

Prepare for a groundbreaking episode of "Glassix Spotlight" with Bonnie Chase, the visionary Senior Director of Service Product Marketing at Coveo. With a diverse background spanning technical writing and product marketing, Bonnie has uniquely shaped the future of B2B SaaS products by integrating advanced AI functionalities, always with a focus on enhancing customer experience. In our discussion, we'll explore: • How AI is tailored to enhance customer experiences within B2B SaaS offerings. • Bonnie's transition from technical writing to leading product marketing and its impact on her approach to user needs. • Strategies from her involvement in Meaningful Content that empower professionals to craft compelling material. • The transformative effects of Coveo Relevance 360 on business interactions and customer satisfaction. • Challenges and rewards of integrating global knowledge systems with CRM platforms like Salesforce. • Insights from hosting the "Meaningful Content Mixer" podcast and how it influences her professional practices. Bonnie is a true strategist and a pioneer in her field, bringing deep insights and actionable strategies to the forefront of technology and customer interaction. This episode promises to offer valuable perspectives on making AI work effectively in the complex landscape of B2B SaaS. Don't miss this engaging conversation that merges innovation with practical solutions to reshape how businesses connect with their customers. Tune in to gain expert insights and perhaps, inspire your own strategies.

Join us on this enlightening episode of "Glassix Spotlight" as we engage with Cathal McCarthy, a seasoned GTM executive leader whose impactful strategies at powerhouse companies like Apple, eBay, and PwC have reshaped customer experience and digital transformation globally. Currently, at the helm of customer engagement innovations at Phaeton Technology, Cathal is leveraging Conversational AI to enhance interactions and streamline customer service processes. In our discussion, we’ll explore several stimulating topics, including: • Cathal's extensive background in GTM leadership and his insights into the pivotal role of Conversational AI in transforming customer interactions and business outcomes. • Strategies Cathal has implemented to overhaul GTM functions and enterprise sales forces, accelerating business growth and setting new industry standards. • The exciting advancements in digital transformation and customer engagement spearheaded by Cathal at Interactions LLC, focusing on the use of Conversational AI to boost efficiency and satisfaction for Fortune 500 companies. • An intriguing look at Cathal’s current role at Phaeton Technology, where he is integrating emerging technologies like blockchain for environmentally-focused initiatives such as carbon credit exchanges. • Insights into Cathal’s leadership philosophy, particularly how he fosters team development and cross-functional collaboration to enhance customer satisfaction and retention. • A light-hearted bonus discussion on the hobbies and personal interests that keep Cathal rejuvenated and balanced amidst his demanding professional life. Cathal McCarthy's dynamic approach and forward-thinking strategies have not only influenced major tech firms but have also paved the way for future innovations in customer experience. Whether you’re a professional in the tech industry or simply fascinated by the synergy between technology and customer engagement, this episode is packed with valuable insights and strategic wisdom.

Welcome to a special edition of "Glassix Spotlight" where we delve into the art of standing out in competitive environments with Scott McKain, founder and CEO of Distinctive Presentations and the Distinction Institute. Scott, a Hall of Fame professional speaker and best-selling author, is renowned for his expertise in transforming the ordinary into the extraordinary, ensuring businesses achieve stellar customer experiences that set them apart. In this episode, we will discuss various intriguing topics including: • How Scott's principles at the Distinction Institute shape client engagement and drive organizational success in saturated markets, based on his extensive experience and the innovative approaches outlined in his books "Create Distinction" and "ICONIC." • Insights into the universal challenges companies face across different regions in creating memorable customer experiences, and Scott’s strategies for overcoming these obstacles. • A captivating recount of the story from Scott’s book "Create Distinction," which uses his family’s grocery store as a metaphor for business differentiation, sharing the key takeaways that businesses can apply to stand out. • An exploration of pivotal moments and lessons learned throughout Scott’s career as an author and founder of the Distinction Institute that have influenced his business strategy and customer experience methodologies. • A light-hearted bonus discussion on how Scott's Hall of Fame status in both sales and professional speaking has evolved his philosophy on distinctive business practices and customer engagement, and how he translates these prestigious recognitions into actionable strategies for his audiences and clients. Join us as Scott McKain shares his invaluable insights and proven strategies for achieving and sustaining market distinction. Whether you're looking to inspire innovation, elevate your team's performance, or transform your customer interactions, Scott’s expertise will provide the guidance necessary to not only compete but truly stand out.

Tune into this exciting episode of the Glassix Spotlight as we explore the transformative world of Customer Experience with Olga Potaptseva, a preeminent CX consultant and the visionary leader behind ECC and CXpanda. Olga’s extensive career, marked by her innovative approach to integrating customer-centric principles across business models, provides profound insights into crafting harmonious interactions that resonate with both customers and businesses. In this episode, we will dive into: • Olga's strategic methodologies for enhancing CX and her influence on global business practices. • Hands-on tactics and real-world examples of how customer-centric frameworks can drive substantial business outcomes, including significant operational savings and customer satisfaction boosts. • The integration of leadership, technology, people, culture, and processes to build a customer-focused business ethos. • Olga’s experiences in leading CX transformations that have doubled conversion rates and significantly improved customer loyalty and retention. Expect an insightful session on how Olga Potaptseva is reshaping businesses to thrive in a customer-driven marketplace, making this a must-listen for executives, CX professionals, and anyone interested in the art and science of customer experience management.

In this compelling episode of Glassix Spotlight, we're joined by Steve Hazelton, CEO and Head of Product at Sturdy, who is at the cutting edge of using AI to revolutionize customer intelligence and automation. Steve’s innovative approach is setting new standards in how businesses engage with and understand their customers, offering a glimpse into the future of customer experience. With an impressive track record of founding and leading technology companies, Steve brings a wealth of knowledge and experience in the B2B sector, particularly in leveraging AI to elevate customer experience. His journey with Sturdy, characterized by the unique method of "Splunking customers," signifies a groundbreaking shift towards an in-depth analysis of customer interactions across multiple channels, aiming to enhance business responsiveness and customer satisfaction. In our conversation with Steve, we delve into: • The Genesis of SturdyAI: Steve shares the inspiration behind Sturdy's platform and how it empowers businesses to forge stronger, more insightful customer relationships compared to traditional methods. • AI’s Evolution in Customer Experience: Reflecting on his vast experience, Steve discusses how AI has transformed the B2B sector, highlighting pivotal moments that led him to focus on AI-driven customer intelligence. • Splunking Customers: An exploration of how Sturdy’s approach to logging customer interactions akin to server data offers unprecedented insights into customer satisfaction and engagement. • Challenges and Solutions: Steve addresses the hurdles in implementing this revolutionary strategy and the steps Sturdy has taken to ensure its seamless integration and adoption by businesses. • Beyond Conventional Metrics: Discussion on Sturdy’s innovative analytics and metrics that offer a deeper, more nuanced understanding of customer engagement and retention beyond traditional customer satisfaction scores. Plus, a bonus insight into Steve’s entrepreneurial journey: From bootstrapping startups to leading Sturdy’s mission in enhancing B2B customer relationships with AI, Steve shares how his experiences have shaped his leadership style, product vision, and strategies in cultivating a customer-centric culture within teams and among clients. Tune in to this episode to discover and gain invaluable insights into leveraging technology to deepen customer connections and drive business growth. Whether you're deeply embedded in the tech industry or simply passionate about the future of customer engagement, this episode is a must-listen!

In today's episode of the Glassix Spotlight, we're honored to feature Joseph W. DiNatale, Jr., a luminary in the realm of contact center operations and customer experience. With a rich background that traverses technology, banking, and telecom sectors, Joseph has become synonymous with excellence in creating high-performing call centers that are as much about human connections as they are about resolving queries. Joseph stands out for his transformational leadership and unwavering commitment to enhancing both employee and customer satisfaction. He embodies the principles of loyalty, integrity, and humility, making him a revered figure in every project he undertakes. Under his guidance, call centers evolve into hubs of engagement, efficiency, and innovation, thanks to his strategic foresight, operational expertise, and his ability to foster teams that excel in service delivery. In this episode you’ll discover: • The foundational principles vital for constructing a high-performing call center from scratch, and how these principles drive success. • The impact of Joseph's adaptable and collaborative leadership style on team culture and performance, including real-world examples of its effectiveness. • Strategies for aligning Business Process Outsourcing (BPO) with company objectives and customer experience standards, plus insights into managing BPO partnerships. • Integrating cutting-edge technologies into contact centers to improve the customer experience without adding complexity. • Building loyalty and trust with customers in both B2B and B2C contexts, highlighting Joseph's approaches to nurturing these crucial relationships. Bonus: Joseph will share his vision for one innovative change he'd implement across all contact centers to revolutionize customer service. Join us as Joseph W. DiNatale, Jr. shares his masterclass on building contact centers that don't just succeed in today's competitive landscape but set the benchmark for customer engagement and satisfaction. Whether you're a business leader, a customer service professional, or simply passionate about creating positive customer experiences, this episode is packed with actionable insights and strategies!

Today, we're thrilled to have Stacy Sherman, a true trailblazer in the CX space! For over two decades, Stacy has been at the forefront of creating genuine customer connections in a digital age, leveraging her vast experience from roles at Liveops, Verizon, and AT&T. She's not just a part of the CX game; she's changing how it's played, ensuring companies embody customer experience at the core of their operations. Stacy's accolades are a testament to her impact on the field, from winning the W3 Awards for her podcast to being celebrated as a top international leader in CX. Her approach seamlessly integrates emotional intelligence with data-driven insights, setting a new standard for how businesses engage with their customers. In this episode, Stacy will share insights on: • The essence of her Heart & Science™ framework and how it revolutionizes customer engagement and loyalty. • The evolving role of leadership in fostering a culture that genuinely prioritizes customer experience. • Practical strategies that have successfully transformed CX from theory to actionable outcomes, enhancing customer satisfaction and loyalty. • The importance of persona development and journey mapping in crafting targeted and effective CX strategies, with real-world examples of their impact. • A deep dive into the metrics and analytics that go beyond traditional NPS, offering a more nuanced understanding of customer experiences. • Bonus: Stacy blends insights from her competitive backgammon expertise and admiration for Simon Sinek's philosophies into unique strategies for the CX arena. Join us on this captivating journey as we explore the heart and science behind authentic customer connections. Whether you're a business leader, a CX professional, or simply passionate about creating meaningful customer relationships, this episode is packed with valuable insights and strategies to elevate your approach to customer experience. Tune in to discover how to make your brand not just seen but felt in today's crowded digital landscape.

Dive into an enlightening conversation on Glassix Spotlight with Dr. Hui Wu-Curtis, the visionary CEO of SupportU, as we explore the transformative power of combining empathy with artificial intelligence in customer experience. With a distinguished career spanning strategic leadership and operational innovation, Dr. Wu-Curtis has masterfully integrated AI into customer service, ensuring it enhances rather than replaces the human touch. This episode offers an exclusive look into her approach to leadership, driven by a commitment to employee experience and a deep understanding of the nuances of AI implementation across diverse cultural landscapes. Here's what you’ll discover: • Dr. Wu-Curtis's journey to revolutionizing the CX sphere by prioritizing empathy and employee well-being in her leadership model. • Insightful strategies for aligning AI with company values to innovate customer service while staying true to core business principles. • The challenges and solutions in adapting AI technologies to meet the varied expectations of global customers, showcasing Dr. Wu-Curtis's adeptness at navigating cultural differences. • Examples from her career where AI has significantly amplified the customer experience, illustrating the symbiotic relationship between technology and personalized service. • Strategies for maintaining empathy as a central element of customer interactions, even as companies increasingly lean on AI and automation. Plus, a special bonus segment on achieving work-life balance: Dr. Wu-Curtis shares her invaluable advice for aspiring CX leaders, especially women and mothers, on making an impactful career in the industry without sacrificing personal fulfillment. Join us for this truly AMAZING and compelling episode to learn how Dr. Hui Wu-Curtis is leading the charge in creating empathetic, AI-enhanced customer experiences that promise to set new standards in the industry.