Glassix Spotlight Glassix

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.

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. 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 future.



• Innovative strategies for businesses to enhance customer experience in a tech-driven world.



• The role of emerging CX models in bridging the gap between technology and personalized service.



• Success stories from Peter's career and actionable advice for companies looking to navigate the BPO space.



Expect a deep dive into how Peter Ryan is steering businesses towards excellence in customer service, making this episode a must-listen for industry leaders, entrepreneurs, and anyone passionate about the future of customer relations.