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.
- The foundational principles vital for constructing a high-performing call center from scratch, and how these principles drive success.
- The impact ofJoseph'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 asJoseph 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!
Welcome to another 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.
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.
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.
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.
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.
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 atKinetic Edge Consultants, has a profound track record of melding analytical precision with strategic CX initiatives to drive substantial organizational growth.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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.
