Glassix - Podcast Details

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Glassix Spotlight From Support to Strategy: Jacob Eells on Redefining Customer Experience LeadershipIn 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...

2025-01-2334 min

Glassix Spotlight Unconventional Engagement: Luke Jamieson on Redefining the Future of Work and CXWelcome 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 w...

2024-11-2047 min

Business Transformation Pitch with The CX Goalkeeper The Future Of AI In Contact Canters And Its Effect On The Customer ExperienceIn this exciting episode of the CX Goalkeeper Podcast, I'm joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape. About the Guest CEO of Glassix - Visual omnichannel interactive communication platform for support & sales contact centers - an all-in-one SaaS platform...

2024-11-1826 min

Glassix Spotlight Building Trust with CEHX: Aileen Day on Elevating Human Experience in BusinessWelcome 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...

2024-11-0637 min

Glassix Spotlight Purpose-Driven CX: Leslie Pagel’s Approach to Human-Centric InnovationWelcome 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 whil...

2024-09-2637 min

Glassix Spotlight Evidence-Based Excellence: Karl Sharicz’s Strategic Approach to CX MasteryWelcome 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 busi...

2024-09-1950 min

Glassix Spotlight Closing the Customer Knowledge Gap: Insights from Eckhart BoehmeWelcome 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 identi...

2024-09-0938 min

The Delighted Customers Podcast with Mark Slatin From Helping My Deaf Parents to Revolutionizing Customer Experience with AIIn the episode, Guy Shalom, the CEO of Glassix, shared the personal story behind the company's inception. Glassix began as a solution to a personal challenge: both of his parents have the same disability, which made effective communication challenging. This experience inspired Guy to develop a solution that could improve communication not only for his parents but also for customers facing similar difficulties. Over time, this idea expanded and evolved, ultimately becoming Glassix—a company dedicated to improving the customer experience through advanced digital channels and messaging platforms. This journey from a personal challenge to a broader mis...

2024-08-2943 min

2024-08-2937 min

Glassix Spotlight Data-Driven Dynamics: Patty Soltis’s Approach to Transformative CXWelcome 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 inte...

2024-08-2833 min

Glassix Spotlight Harnessing EI for Superior Customer and Employee Experiences with Sandra ThompsonWelcome 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 comp...

2024-08-2034 min

Glassix Spotlight Leading change by building trust with Mark Slatin, CCXPWelcome 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 cust...

2024-07-2237 min

Glassix Spotlight Mastering Digital Transformation in Customer Experience: Masterclass with Andrew CarothersWelcome 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 exte...

2024-06-2233 min

Glassix Spotlight Gregorio Uglioni: Harnessing Human-Centric Strategies for Global Business TransformationWelcome 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 tr...

2024-06-1935 min

Glassix Spotlight Leading Change in Customer Experience: Strategies from Ricardo AraújoGear 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 becomin...

2024-06-0546 min

Glassix Spotlight Bonnie Chase on Enhancing AI-driven CX in B2B SaaSPrepare 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 impa...

2024-05-2137 min

Glassix Spotlight The Power of Conversational AI in Customer Experience: A Talk with Cathal McCarthyJoin 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 t...

2024-05-1536 min

Glassix Spotlight Crafting Distinction in a Crowded Market by Delivering Stellar CX: Insights from Scott McKainWelcome 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...

2024-05-1038 min

Glassix Spotlight Harmonizing Business Success: Olga Potaptseva's Blueprint for Customer-Centric TriumphTune 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 tactic...

2024-04-1541 min

Glassix Spotlight Navigating the AI Frontier in Customer Experience: A Talk with Steve HazeltonIn 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 wi...

2024-04-1139 min

Glassix Spotlight Empowering Connections: Joseph W. DiNatale, Jr.'s Masterclass on Building Winning Contact CentersIn 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...

2024-03-2639 min

Glassix Spotlight Heart & Science of CX: Stacy Sherman’s Blueprint for Authentic Customer ConnectionsToday, 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...

2024-03-2231 min

Glassix Spotlight Revolutionizing CX with Empathy and AI: A Deep Dive with Dr. Hui Wu-CurtisDive 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...

2024-03-1233 min

Glassix Spotlight Strategizing Success: Peter Ryan's Global Vision for CX and BPO EvolutionJoin us on Glassix Spotlight as we delve into the world of Business Process Outsourcing (BPO) with Peter Ryan, a global authority on CX delivery models and the brain behind Ryan Strategic Advisory. Peter's journey from shaping market solutions in BPO to leading his consultancy offers unparalleled insights into the evolving customer service landscape. This episode explores how Peter's expertise is guiding businesses through the complexities of technology, nearshoring, and offshoring to redefine customer engagement. We'll uncover: • Peter's impact on the global BPO ecosystem and his predictions for its fu...

2024-02-2131 min

Glassix Spotlight Navigating the New Wave: Kate Bradley Chernis on Startups, Gen AI, and the Future of Customer RelationsIn this exciting episode of the Glassix Spotlight, we’re chatting with Kate Bradley Chernis, the mastermind behind Lately.AI, and a force to be reckoned with in the AI and marketing sphere. Kate’s journey from rocking the airwaves as a DJ to leading a game-changing AI startup is not just unique; it’s incredibly inspiring. At Lately.AI, they’re doing something pretty special – creating social media content that genuinely sounds like you, all while making sure your data stays your own. Kate’s been making waves from Harvard to Hootsuite with her fresh ta...

2024-02-2137 min

Glassix Spotlight Crafting Tomorrow: Simon Kriss' Blueprint for AI-Driven Customer ExperiencesToday, we're honored to host Simon Kriss, Australia's foremost thought leader in the realm of CX and AI. Simon, renowned for his groundbreaking contributions and innovative approaches, joins us from the land down under to share his unparalleled expertise. Simon is the architect of modern customer interaction strategies, a trusted advisor to company boards and C-suite executives, and the author of the influential book, "The AI Empowered Customer Experience." His insights, emanating from his hands-on experience and his popular CXII Podcast, position him at the forefront of the industry, shaping the future of how...

2024-02-0528 min

Glassix Spotlight Future-Proofing CX: Blake Morgan's Vision of AI-Enhanced ExperiencesIn this enlightening episode of "Glassix Spotlight," we are honored to host Blake Morgan, AKA The Queen of Customer Experience. Blake, an acclaimed author of influential books, including the bestselling "The Customer Of The Future," offers a wealth of knowledge on customer experience (CX) in today's AI-driven world. Her work, recognized globally and highlighted by Business Insider for its relevance during the COVID-19 pandemic, reflects her profound understanding of the evolving dynamics in CX. Blake’s insights, drawn from her successful podcast, "The Modern Customer," and her personal journey as a top global female keynote speaker, promise to provide in...

2024-01-2931 min

Glassix Spotlight Mastering Customer Experience: Maurice FitzGerald on the AI TransformationIn this engaging episode of "Glassix Spotlight," we're thrilled to explore the evolving world of customer experience & AI with no other than Maurice FitzGerald, a true luminary in the field. Starting his journey as an industrial engineer and progressing through pivotal roles at renowned companies like Digital Equipment Corporation, Compaq, and HP, Maurice has been a trailblazer in the CX space. His unique insights, particularly after a career-defining realization in Paris while surveying jeans boutiques, have shaped his approach to CX. Now leading content at OCX Cognition and leveraging his extensive knowledge in AI, Maurice brings a wealth of...

2024-01-2244 min

Glassix Spotlight Contact Centers Transformed: Neal Topf on the AI Revolution in Customer ExperienceIn this captivating episode of "Glassix Spotlight," we're excited to dive into the dynamic world of customer experience with Neal Topf, the visionary President and co-founder of Callzilla. From its inception in 2005, Neal has steered Callzilla to become an award-winning, globally acclaimed outsourced contact center. His expertise stretches across customer care, acquisition, and innovative outsourcing solutions, cementing him as a pivotal figure in the contact center industry. Join us as we delve into an array of thought-provoking topics, including: • Neal's insights on integrating AI technologies in contact centers, particularly in...

2024-01-1438 min

Glassix Spotlight The Evangelist's Playbook: Udi Ledergor on Revolutionizing CX Through Marketing MasteryJoin us in this engaging episode of "Glassix Spotlight" as we welcome Udi Ledergor, the Chief Evangelist at Gong. Udi's remarkable journey from a key marketing player to the strategic linchpin of Gong's brand is a masterclass in marketing innovation and leadership. In our discussion, we explore several key areas, including: • Udi's evolution from VP of Marketing to Chief Evangelist at Gong and how his understanding of marketing's role in customer experience has deepened and diversified through this progression. • An inside look at Gong’s reno...

2024-01-0732 min

Glassix Spotlight Championing Success: Mary Poppen on Transforming Customer and Employee ExperiencesIn this inspiring edition of "Glassix Spotlight," we are honored to host Mary Poppen, a trailblazing leader in customer success and employee experience. Currently, Mary is at the helm of the Employee Experience Division at HRIZONS, an HR Cloud Company, where she is redefining strategies that resonate with both customers and employees in the tech industry. In this episode, we delve into a range of compelling topics, including: • Mary's observations on the evolution of customer success approaches at influential companies like SAP and Glint and her insights into the fu...

2024-01-0233 min

Glassix Spotlight Leadership in the Era of Customer Experience: A Masterclass with Lior ArussyWelcome to another enlightening episode of “Glassix Spotlight,” where we delve into the dynamic world of customer experience and leadership with our esteemed guest, Lior Arussy. As the Founder and CEO of Otentu Inc. and a visionary in customer experience and business strategy, Lior has been a driving force in shaping the future of customer experience across numerous industries. His journey with Otentu Inc. and ImprintCX, as well as his founding role at Strativity Group, highlights his exceptional expertise in customer experience design, strategy, and execution. In this episode, Lior shares his profound insights and...

2023-12-1731 min

Glassix Spotlight Scaling Success: Emilia D'Anzica on Fueling Revenue Growth Through CX ExcellenceStep into the world of customer success with Emilia D'Anzica on this inspiring episode of “Glassix Spotlight.” As the founder and managing partner of Growth Molecules, Emilia brings over two decades of experience in steering companies toward revenue upsurge through innovative customer success strategies. Her firm is revered for its exceptional training, workshops, and leadership guidance. In our conversation, Emilia, a prominent figure in the SaaS domain, discusses the pivotal role of customer experience (CX) in driving revenue and shares her journey with Growth Molecules. As a seasoned advisor to boards, mentor to tech star...

2023-12-1035 min

Glassix Spotlight Anticipating Needs: The Rise of Predictive Support in the AI Era – A Conversation with Jim IyoobGet ready for an eye-opening episode of "Glassix Spotlight" with the one and only Jim Iyoob, the mastermind behind some of the most successful customer experience strategies at Etech Global Services. With over 30 years of breaking new ground in customer service, Jim's the expert who turns challenges into victories. In this chat, we'll cover: • AI's role in predicting what customers want before they even ask. • A story where anticipating a customer's needs turned a routine call into a standout experience. • The tech that's making these custom...

2023-12-0132 min

Glassix Spotlight The Art of Memorable Service: A Conversation with Adrian SwinscoeJoin us in this engaging edition of "Glassix Spotlight," where we sit down with the indomitable Adrian Swinscoe, a sage in the sphere of customer experience (CX) for over a quarter of a century. As the voice behind the influential 'Punk CX Podcast' and the visionary for 'Punk XL,' Adrian has been revolutionizing the CX landscape with his straightforward and honest approach to customer service. In our discussion, we’ll explore a myriad of thought-provoking subjects, including: • The evolution of customer engagement and the profound ways it has resh...

2023-11-2339 min

Glassix Spotlight A Talk with Steve Towers: The Generative AI Revolution in CXIn this must-hear episode of “Glassix Spotlight,” we venture into the transformative realm of Customer Experience (CX) with the trailblazing Steve Towers. As the creator of the CEMMethod and a celebrated figure in the world of CX and business process management (BPM), Steve's extensive 40-year career has established him as a venerated guru whose influence pervades the industry. Get ready to delve into a range of pivotal topics with Steve, including: • How Generative AI is remaking the customer experience landscape, paving the way for unprecedented efficiency and personalization. ...

2023-11-1731 min

Glassix Spotlight In Conversation with Dan Gingiss: Elevating Customer Experience with Generative AIIn this thrilling episode of “Glassix Spotlight,” we dive into the fascinating world of Customer Experience (CX) with Dan Gingiss, a renowned speaker, consultant, and author of "The Experience Maker." With a rich background in customer experience and having worked with industry giants like McDonald's and Discover, Dan has honed his expertise in creating remarkable customer experiences that are both simple and affordable. Join us as we explore the following key questions with Dan: • How does Generative AI transform customer support experiences, making them more efficient and effective? ...

2023-11-1331 min

Glassix Spotlight In Conversation with Nate Brown: Mastering the Art of Customer Experience Through Voice and LeadershipIn this exciting episode of “Glassix Spotlight,” we delve deep into the world of Customer Experience (CX) with Nate Brown, the visionary behind CX Accelerator. As a non-profit community, CX Accelerator is passionately committed to equipping, empowering, and forging connections among Customer Experience professionals at every juncture of their journey. With a storied career as both a seasoned practitioner and a trusted consultant within several world-class organizations, Nate has proven his ability to make Customer Experience not only resonate but stick. He is truly a visionary in our industry. Join us as we explore the...

2023-11-0625 min

Glassix Spotlight The Holistic Approach: Viewing CX Beyond Individual Interactions With Dennis WakabayashiIn this insightful episode of “Glassix Spotlight,” we take a holistic approach to customer experience (CX) with the global voice of CX, Dennis Wakabayashi. As the founder of Team Wakabayashi, a company at the forefront of Customer Experience and Content Marketing, Dennis has played a pivotal role in shaping the CX landscape. He is also the creator of the 'CX Update' newsletter, further solidifying his position as a thought leader in the industry.  Join us as we explore the following key questions with Dennis: - How are brands evolving from i...

2023-10-3030 min

Glassix Spotlight Unraveling the CX Controversies with Lynn HunsakerIn this enlightening episode of “Glassix Spotlight,” we delve deep into the heart of customer experience controversies with none other than Lynn Hunsaker. As the Chief Customer Officer at ClearAction Continuum and the mastermind behind the 'Ease of Work & Business Growth' newsletter, Lynn has carved a niche for herself as a leading voice in the CX realm. Join us as we navigate pressing questions:  * The ever-evolving dance between technology and the irreplaceable human touch in CX. * The ethical quandaries surrounding the collection of vast customer data: Is it a boon for personalization or a breach of privacy? * Common missteps compan...

2023-10-2030 min