In 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.
• How Generative AI is remaking the customer experience landscape, paving the way for unprecedented efficiency and personalization.
• Success stories that showcase the significant impact of Generative AI on enhancing CX.
• Debunking common myths surrounding the adoption of Generative AI in CX and strategies for businesses to surmount them.
• The ways in which Generative AI fosters personalization at scale, and the dual benefits it yields for businesses and their customers.
• Projections for the future of CX in the wake of ongoing advancements in Generative AI technology.
In addition to these insights, Steve will illuminate his journey with the BP Group, the intricacies of the CEMMethod, and the exciting developments at the forefront of the company. And to cap off, Steve will offer an invaluable piece of advice for businesses aiming to not only adjust but excel in the era of Generative AI.
Whether you're deeply embedded in the CX field or simply have an interest in the intersection of customer service and cutting-edge technology, this episode is your ticket to understanding the future of customer interactions. Join us for an episode that promises enlightenment and inspiration in equal measure.
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 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 theB2B 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 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 fore sight, operational expertise, and his ability to foster teams that excel in service delivery.
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.
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.
Join 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.
In 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 take on AI and marketing, proving that it’s all about making genuine connections.
Today, 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 businesses engage with their customers.
In 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 invaluable perspectives on the integration of AI and automation in customer service.
In 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 experience to our discussion.
In 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 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 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.
Welcome 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.
Step 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 startups, and an investor in SaaS ventures, she brings a wealth of insights on cultivating customer loyalty and transforming customer success into revenue growth.
Get 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.
Join 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 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.
In 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.
In 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.
In 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.
