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.
From Support to Strategy: Jacob Eells on Redefining Customer Experience Leadership
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.
20 Nov 2024
Unconventional Engagement: Luke Jamieson on Redefining the Future of Work and CX
Global CX leader Luke Jamieson shares unconventional strategies for redefining engagement, belonging, and purpose in the future of work and customer experience.
6 Nov 2024
Building Trust with CEHX: Aileen Day on Elevating Human Experience in Business
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.
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45 ratings
Podcast Authority Score: 39 / 100
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Social presence
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YouTube
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Engagement
71
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