From Support to Strategy: Jacob Eells on Redefining Customer Experience Leadership

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.

Unconventional Engagement: Luke Jamieson on Redefining the Future of Work and CX

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!

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.

Purpose-Driven CX: Leslie Pagel’s Approach to Human-Centric Innovation

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.

Evidence-Based Excellence: Karl Sharicz’s Strategic Approach to CX Mastery

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.