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.