28 episodes

Dive into the evolving world of CX with 'Glassix Spotlight' hosted by Ran Yosef, VP of Marketing at Glassix. Join industry luminaries as they tackle CX challenges, from the human touch in automation to AI's transformative potential. Get expert insights and strategies for the future of customer-centric businesses.

Glassix Spotlight Glassix

    • Business

Dive into the evolving world of CX with 'Glassix Spotlight' hosted by Ran Yosef, VP of Marketing at Glassix. Join industry luminaries as they tackle CX challenges, from the human touch in automation to AI's transformative potential. Get expert insights and strategies for the future of customer-centric businesses.

    Mastering Digital Transformation in Customer Experience: Masterclass with Andrew Carothers

    Mastering Digital Transformation in Customer Experience: Masterclass with Andrew Carothers

    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.

    • 33 min
    Gregorio Uglioni: Harnessing Human-Centric Strategies for Global Business Transformation

    Gregorio Uglioni: Harnessing Human-Centric Strategies for Global Business Transformation

    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.

    • 35 min
    Leading Change in Customer Experience: Strategies from Ricardo Araújo

    Leading Change in Customer Experience: Strategies from Ricardo Araújo

    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.

    • 46 min
    Bonnie Chase on Enhancing AI-driven CX in B2B SaaS

    Bonnie Chase on Enhancing AI-driven CX in B2B SaaS

    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.

    • 37 min
    The Power of Conversational AI in Customer Experience: A Talk with Cathal McCarthy

    The Power of Conversational AI in Customer Experience: A Talk with Cathal McCarthy

    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.

    • 36 min
    Crafting Distinction in a Crowded Market by Delivering Stellar CX: Insights from Scott McKain

    Crafting Distinction in a Crowded Market by Delivering Stellar CX: Insights from Scott McKain

    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.

    • 38 min

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