Shows
CX In The WildDriving Outcomes in a World of ChangeSend us a textIn this episode of CX in the Wild, we sit down with Raj Iyer, Chief Product Officer at Templum, Inc., to unpack what it really takes to drive enterprise change.From his years building products and teaching technology management, Raj shares insights on how to navigate misalignment, tool fatigue, and risk-averse cultures. We talk about why good ideas stall, how to manage change without breaking what already works, and the importance of knowing where you are in the transformation cycle.If you’re in CX, product, or tech leadership, th...2025-04-1135 min
CX In The WildCustomer Experience as the New Operating System for BusinessSend us a textCustomer experience isn’t just a department. It is the backbone of business strategy. In this episode of CX in the Wild, we sit down with Ann Schirrmeister, Senior Research Manager at Suzy, to explore the power of customer data loyalty programs and the evolving role of AI in market research.We break down how brands use real-time insights to drive revenue, why personalization in loyalty programs is more critical than ever, and how CX is becoming the new operating system for the global economy. Plus, we challenge the traditional ap...2025-03-2436 min
CX In The WildThe Business of CX: Turning Experience into RevenueSend us a textIn this episode of CX in the Wild, we dive into a bold conversation with Camila Ferreira in Miami, fresh off the IQPC CX Exchange. With decades of experience across Latin America, Europe, and the US, Camila brings a sharp perspective on why CX is not just a function but the business itself.We break down the real reason CX leaders struggle for a seat at the table: they are speaking the wrong language. Success in CX is not about softer metrics. It is about revenue growth, profitability, and strategic impact...2025-03-1356 min
CX In The WildFrom Insights to Impact: Unlocking Business Growth with AISend us a textThe future of customer experience is evolving fast. In this episode, we sit down with Patricia Osorio, co-founder of Birdie AI, to explore how AI-driven insights are changing the way businesses understand and serve their customers.We discuss how Birdie AI is breaking down data silos, revealing hidden opportunities, and replacing traditional journey mapping with real-time insights. Patricia shares how businesses can move beyond dashboards and make confident, data-driven decisions that improve retention, engagement, and revenue.Join us as we dive into:✔️ The power of AI in customer expe...2025-03-0851 min
CX In The WildThe Power of Experience: How Small Moments Create Big ImpactSend us a textWhat does it mean to create real impact at work, in life, and in the world? In this episode, we sit down with Kiran Varri to explore leadership, customer experience, and personal growth. From the power of small moments to the lasting effects of great experiences, this conversation goes beyond business into what truly drives change.Kiran shares insights on training, corporate transformation, and how embracing change instead of resisting it can open new opportunities. We talk about the future of customer experience, the role of human connection in a digital...2025-02-1428 min
CX In The WildCX Without Borders: Creating a Unified Approach to Customer ExperienceSend us a textCustomer experience is evolving fast, and global standards are becoming essential for businesses to stay competitive. Ladislau Batalha joins the conversation to discuss how international CX certifications are shaping organizations from small startups to enterprise giants.With plans to roll out micro certifications across Africa, the US, and 28 other countries in 2025, this discussion highlights why companies must embrace structured CX frameworks. We break down how standardization creates alignment, why leadership buy in is critical, and how AI is accelerating the need for rapid adaptation.For businesses looking to thrive...2025-02-1124 min
CX In The WildWinning in a Platform Economy: E-commerce Strategies for GrowthSend us a textIn this episode, we sit down with Lina Gallagher, a leader in e-commerce who has spent over a decade shaping online retail in the Middle East. This conversation is full of insights for brands looking to expand into the region and stay competitive in a changing digital landscape.Lina explains why brands that do not adapt to local markets struggle to survive and how WhatsApp marketing has become a key tool for businesses in the region. She also shares the challenges of competing in a space where new players emerge every...2025-02-1032 min
CX In The WildTransforming Customer Experience with Technology and Human ConnectionSend us a textMuayad Kayyali joins us on CX in the Wild to share his journey from the front lines of contact centers to leading sales in the CCaaS space, an evolution that gives him a rare inside out perspective on what really drives CX success.We break down the power of AI driven solutions, the push for seamless omnichannel engagement, and how the Middle East is setting new benchmarks for CX innovation. But beyond the tech, one truth stands out: nothing works without the people. Muayad makes it clear that investing in agents...2025-02-0711 min
CX In The WildBeyond Policies: Human-Centered Employee SupportSend us a textMarineuza Dias joins us on CX in the Wild to explore the impact of real conversations in shaping better workplaces. Her work in employee assistance services helps people navigate mental health challenges, financial concerns, and legal matters, ensuring they have the support they need to thrive.She shares how her team focuses on human connection rather than rigid processes, creating an environment where employees feel heard and valued. By prioritizing empathy and listening, organizations can build stronger, more supportive workplaces.Join us as we discuss how meaningful support and...2025-01-3138 min
CX In The WildHuman-Friendly Tech: Smarter Decisions in a Fast-Moving WorldSend us a textThe future is coming fast, but does it have to feel overwhelming? On this episode of CX in the Wild, we sit down with Kate O'Neill, a leading voice in human-centered technology and author of What Matters Next? A Leaders Guide to Making Human Friendly Tech Decisions in a World That is Moving Too Fast.Kate breaks down what it takes to make better decisions in an age of AI, data privacy, and rapid innovation. We explore why the future is just a continuation of the present, how businesses can build...2025-01-3139 min
CX In The WildLessons in CX: What Customers and Competitors Can Teach UsSend us a textIn this episode of CX in the Wild, we sit down with Rita Felix from Schneider Electric to explore the balance between technology and human connection in customer experience. She shares how companies can embrace AI without losing the personal touch and why genuine human interactions still play a critical role in building trust and loyalty. We also discuss the challenges of managing customer experience on a global scale, the shift away from traditional surveys toward sentiment analysis, and how organizations can create consistent, meaningful experiences across different markets. Plus, Rita o...2025-01-3037 min
CX In The WildCuriosity, Leadership, and the Path to Customer ExcellenceSend us a textWhat does it take to go beyond customer satisfaction and achieve true customer excellence? In this episode, we’re in Dubai with Vimal Rai, founder of Commercial Excellence Partners, exploring how curiosity, leadership, and innovation can empower businesses to create meaningful, transformative experiences.Vimal shares insights on redefining customer journeys, fostering human connections, and moving beyond transactional relationships to leave customers better than they were before. Packed with real-world examples and actionable strategies, this episode is a must-listen for leaders looking to inspire change and elevate customer experiences.Vi...2025-01-2935 min
CX In The WildExploring the Future of CX in a Rapidly Evolving WorldSend us a textIn this episode of CX in the Wild, we sit down with Subhi Farah, CEO and co-founder of Kanari, the Middle East’s first customer experience platform. From leading CX innovation in Dubai’s unique ecosystem to competing with global giants, Subhi shares how Kanari partners with businesses to embed customer-centricity and scale innovation in a fast-evolving market.We explore the transformative role of AI in customer insights, the challenges of building CX cultures in commercially driven organizations, and the exciting opportunities emerging across Africa. This conversation provides a powerful look at t...2025-01-2830 min
CX In The WildAI, Accessibility, and the Next Frontier of Customer ExperienceSend us a textWe sit down with Kristina Glave, CX Research Lead at Deutsche Telekom, to explore the evolving landscape of customer experience. Broadcasting from Frankfurt, we discuss how cultural differences and emerging technologies are shaping the future of CX innovation.Kristina shares her approach to combining qualitative and quantitative research, revealing how her team uncovers customer needs across Europe. From the rise of AI-powered solutions to the importance of accessibility and inclusivity, this conversation highlights how brands can create meaningful experiences.We also explore the balance between digital and physical worlds...2025-01-2841 min
CX In The WildRevolutionizing Airline Retail: The Future of CX in AviationSend us a textWe journey to the dynamic hub of Dubai to explore the ever-evolving landscape of aviation retail and customer experience with Namrata Balwani, the marketing lead at TPConnects Technologies. Together, we dive into the complexities of B2B SaaS, modernizing airline retailing, and enabling seamless customer journeys from booking to destination.Namrata shares her insights on balancing data-driven innovation with the human touch, the art of personalization in a diverse and rapidly growing region, and the pivotal role of digital transformation in reshaping industries. Plus, hear fascinating stories of Dubai’s unmatched sa...2025-01-2431 min
CX In The WildDubai's Blueprint for CX Excellence: A Global PerspectiveSend us a textDubai is rewriting the rules of customer experience. Join us as we uncover the bold vision driving this groundbreaking city, an ambitious, human-centric masterpiece with a 600-year strategy at its core.Jad Hindy shares powerful insights into how Dubai’s unique culture of ambition, experimentation, and empowerment transforms CX's future. From seamless personalization to innovation born from courage, we explore how this global hub sets the standard for excellence.This episode isn’t just about a city, it’s a masterclass in how CX can redefine economies, communities, and human...2025-01-2325 min
CX In The WildAI’s Role in Transforming Customer Experience and Business StrategySend us a textIn this episode of CX in the Wild, we sit down with John Finch, Global Vice President of Product Marketing at RingCentral, for a deep dive into how AI is reshaping customer experience and business communications. Drawing on insights from RingCentral’s highly anticipated AI report, John outlines the emerging trends that will define customer interactions, operational efficiency, and business growth in 2025.We explore the realities of AI adoption, from enhancing agent retention to unlocking personalized customer experiences that drive loyalty and revenue. John also shares how businesses can move beyond ou...2025-01-2231 min
CX In The WildAI and the Next Era of Customer ExperienceSend us a textIn this episode of CX in the Wild, we dive into the evolving world of customer experience with Franck Ardourel, a leader in marketing and CX strategy. With over 25 years of global experience, Franck shares how AI and technology are transforming the way businesses engage with customers.We discuss the shift from traditional customer service to proactive CX management, the importance of mapping customer journeys, and how technology can empower businesses to deliver more meaningful and personalized experiences. Franck also provides insights into what businesses should focus on in 2025, from total...2025-01-1934 min
CX In The WildCreating Emotional Connections That Build True LoyaltySend us a textIn this episode of CX in the Wild, we sit down with Emma Logan, a loyalty expert with a wealth of experience across diverse sectors. Together, we dive into the changing landscape of loyalty in today’s competitive markets, where creating effortless experiences and authentic connections is more important than ever.Emma shares how loyalty is no longer about points and discounts but about building emotional bonds, personalizing experiences, and engaging customers as co-creators of innovation.From Dubai's seamless airport interactions to VIP loyalty initiatives, we explore ho...2025-01-1719 min
CX In The WildBuilding Adaptability in a Changing World of CXSend us a textIn this episode of CX in the Wild, we explore the evolving balance between performance and resilience in the world of customer experience and leadership. Joining us is executive coach Joe Sejean, who shares how his journey through successes, failures, and personal growth has shaped his approach to creating meaningful connections in business and life.Joe discusses the power of shifting focus from narrow performance goals to fostering adaptability and emotional connection in a rapidly changing world. Together, we uncover the critical role of intention and emotional intelligence in building strong...2025-01-1628 min
CX In The WildThe Evolving Intersection of Data, AI, and Human ConnectionSend us a textIn this episode of CX in the Wild, we are joined by Mohammad Mortada, a MarTech and advertising expert who shares his invaluable insights into the evolving intersection of technology, data, and human connection in customer experience.Drawing from over a decade of experience across the Gulf region and his current work at Oracle, Mohammad dives into Dubai’s extraordinary advancements in CX, particularly in the public sector, where integration and innovation have set new benchmarks for citizen engagement.We explore how organizations can bridge the gap between technology an...2025-01-1031 min
CX In The WildCX Transformation at the Intersection of Innovation and StrategySend us a textWe sit down with angel investor and strategist Adrian Odgers to explore the evolving landscape of customer experience. Adrian brings a wealth of expertise, discussing how alignment, incremental progress, and AI-driven innovation are transforming both startups and large enterprises.This conversation dives into practical strategies for balancing ambitious goals with realistic frameworks, achieving stakeholder alignment, and leveraging AI to optimize processes like lead generation. Adrian also shares his perspective on integrating CX into broader business strategies while addressing the unique challenges faced by startups and established organizations alike.Whether...2025-01-0924 min
CX In The WildAI and the Future of Tax Professional ServicesSend us a textIn this episode of CX in the Wild, we explore how tax professionals are moving beyond traditional tasks to deliver greater value for their clients. Joining us from Las Vegas, Carrie Hammond from Intuit shares how cloud technology, AI, and real-time collaboration are transforming tax firms into trusted advisors.We discuss how tools like ProConnect Tax are helping firms access the best talent, automate processes, and deliver insights that truly matter to clients. This conversation uncovers the ways technology is making complex work simpler and enabling deeper connections between firms and...2024-12-2029 min
CX In The WildAI and the Future of Tax Professional ServicesSend us a textIn this episode of CX in the Wild, we explore how tax professionals are moving beyond traditional tasks to deliver greater value for their clients. Joining us from Las Vegas, Carrie Hammond from Intuit shares how cloud technology, AI, and real-time collaboration are transforming tax firms into trusted advisors.We discuss how tools like ProConnect Tax are helping firms access the best talent, automate processes, and deliver insights that truly matter to clients. This conversation uncovers the ways technology is making complex work simpler and enabling deeper connections between firms and...2024-12-2033 min
CX In The WildNavigating CX Innovation in a Complex IndustrySend us a textAnother episode from Zurich brings us an insightful conversation with Eline Koorndijk, an expert in customer experience within the insurance industry. In this installment of CX in the Wild, we dive into the unique challenges Eline faces working in a traditionally complex field, navigating digital transformation, and driving innovation in a multi-language environment.Eline shares how customer feedback, cross-department collaboration, and long-term innovation strategies are key to shaping the future of CX in her organization. This episode is packed with valuable insights for anyone striving to elevate customer experience, especially within...2024-12-1037 min
CX In The WildThe Power of Human-Centric Transformation in CXSend us a textIn celebration of CX Day, we bring you a special episode of CX in the Wild, recorded in Zurich, Switzerland, with the "CX Goalkeeper," Gregorio Uglioni. As a leading voice in customer experience, Greg shares his inspiring journey from financial services to healthcare, where he's been driving human-centric transformations focused on patients and employees.Together, we dive into the essence of CX, drawing parallels between teamwork in football and business, and discuss how empathy and collaboration shape the future of customer experience. We also unveil an exciting global initiative we're launching...2024-11-2822 min
CX In The WildHarnessing AI to Transform Customer Experience and EfficiencySend us a textWe sit down with Leahanne Hobson, founder and CEO of Alinea Partners, and Ragna Ghoreishi, VP of Customer Success at Cleeng, at the CX Global Summit in Vienna. Together, we dive into how companies can harness AI, like Microsoft’s Co-Pilot, to revolutionize customer experience, boost efficiency, and create effective omnichannel strategies. Leahanne and Ragna offer insights on integrating automation while maintaining a human touch, the power of personalization, and the critical role of customer success teams in fostering lasting customer relationships.This engaging conversation sheds light on the ba...2024-11-2240 min
CX In The WildCreating Unexpected Wins in Customer ExperienceSend us a textIn this episode of CX in the Wild, recorded in Zurich, Switzerland, we sit down with Reto Stöckli, a digital transformation specialist in sales and marketing. We explore the growing role of AI in reshaping customer engagement and how businesses can leverage CRM and lead scoring to create deeper connections. Reto also highlights the importance of fostering a culture that empowers employees to deliver exceptional customer experiences and shares how the unexpected "wins" for customers can drive loyalty.We dive into the often overlooked candidate experience, discussing how businesses can i...2024-11-2032 min
CX In The WildHow AI and CX Intersect to Protect and Engage in a Secure WorldSend us a textIn this episode of CX in the Wild, we’re joined by Anne-Sophie Cuzacq, a seasoned CX leader currently based in Lisbon and leading a team dedicated to enhancing digital security and customer support. With over 20 years of experience in the industry, she shares her journey from building customer support teams from the ground up to navigating the complex world of digital identity and security.We discuss the challenges of password management in an era of paramount online security and how her team works to empower individuals and businesses to protect th...2024-11-1853 min
CX In The WildBeyond Traditional Methods: A Fresh Take on Education and CXSend us a textIn this episode of CX in the Wild, we meet with operations and customer experience consultant Miguel Galaz in Lisbon, Portugal. Miguel, with a background spanning multiple countries and sectors, discusses his journey from a global childhood to developing innovative educational approaches and advising in customer experience.Miguel shares his involvement in an education model that empowers students through peer mentorship, fostering a deeper understanding and sense of responsibility. He explores the connections between practical education and meaningful customer experiences, highlighting the value of curiosity, personal investment, and adaptability in driving...2024-11-1246 min
CX In The WildBuilding Sports Dreams with Innovation and OpportunitySend us a textIn this episode of CX in the Wild recorded in Lisbon, Portugal, we chat with Manuel Jorge, Global CX Manager at Tonsser, about how this app is transforming youth football. Tonsser empowers young players to track their stats, receive peer recognition, and even catch the attention of scouts, opening up new pathways in the sport.Manuel shares how Tonsser builds community and supports players at all skill levels, whether they’re aiming for the pros or simply honing their skills. We dive into the app’s impact on local communities, creating oppo...2024-11-1131 min
CX In The WildReimagining Customer Experience: The Power of Responsible AI and EmpathySend us a textIn this episode of CX in the Wild, Dennis connects with Manu Pandey from Swiss Re at the Pronovea Global Innovation Summit in Vienna. Manu, with 22 years of experience starting as a contact center agent in India, shares his insights on how AI and empathy can transform customer experience. Together, they explore the true purpose of technology: enhancing human connection, not replacing it. Manu discusses how AI can empower agents to deliver compassionate, intuitive service by understanding customer emotions in real time. This conversation is a deep dive into the future...2024-11-0937 min
CX In The WildUnlocking the power of Commercial Excellence and Digital Transformation in CXSend us a textJoin us in Zurich for a conversation with Olga Todorova, a leader in customer experience, business excellence, and digital transformation. With a rich background in product management, financial services, and leadership roles in global industries like chemicals and agriculture, Olga dives into the critical aspects of CX that many overlook. She shares her strategies on effective customer segmentation, the power of digitalization, and how to bridge the gap between back-office functions and customer-facing roles.Olga Todorova on LinkedIn: linkedin.com/in/olga-todorovaConnect with me, Dennis Wakabayashi...2024-11-0731 min
CX In The WildScaling CX with Decentralized Technology: A Global PerspectiveSend us a textLive from Zurich, this episode of CX in the Wild explores how blockchain is transforming customer experience with Emilio Canessa, Head of Global Adoption at DFINITY. Emilio, a global blockchain leader, shares how decentralized technology is enhancing data privacy, identity management, and security, empowering users with greater control over personal information and opening new avenues for CX personalization.We also explore innovative decentralized growth models that bring together regional customization and global scalability, and dive into the promising intersection of blockchain and AI. Emilio provides insights into how these technologies will...2024-11-0634 min
CX In The WildTransforming CX: From Metrics to Meaningful ExperiencesSend us a textIn this episode, we sit down with Maxie Schmidt, a CX expert from Forrester, to dive into the challenges of measuring customer experience. Maxie shares her insights on how traditional metrics, like NPS, often fail to capture the full picture, leading companies to miss the human element of both customer and employee experiences.We explore the risks of over-reliance on data, the role of AI in sentiment analysis, and the importance of using metrics that reflect real CX goals. Maxie’s practical advice will help organizations shift to more meaningful, human-centered me...2024-10-2233 min
CX In The WildThe Intersection of Healthcare and Customer ExperienceSend us a textIn this special episode of CX in the Wild, we’re in Frankfurt, Germany, for an engaging and unscripted conversation with David Tran, the Global Marketing Team Lead at Boehringer Ingelheim. We explore his unique insights into customer experience, patient care, and the crossover between empathy and strategy in the pharmaceutical industry.David shares his journey from working as a community pharmacist in Australia to leading global marketing efforts for a rare pulmonary disease. We dive into the emotional and operational elements of patient care, the role of teamwork in driving CX...2024-10-1432 min
CX In The WildCrafting Lovable Experiences: A Deep Dive into CX DesignSend us a textIn this special edition of CX in the Wild, recorded in Vienna, Austria, we sit down with Michael Thurow, co-founder of Shift11, to explore his unique journey from architecture to customer experience innovation. Michael shares how his diverse background has shaped his approach to designing meaningful customer experiences. We discuss the importance of understanding customer needs, the power of iteration in innovation, and how love and empathy can guide us in creating experiences that truly connect. This episode offers a thoughtful conversation on the intricacies of making customer experience a central...2024-09-2640 min
CX In The WildElevating Customer Experience: Insights from the FrontlinesSend us a textJoin us on CX in the Wild as we sit down with Vince Trotter from National Debt Relief at Customer Contact Week. Vince shares his insights into leading a client success team in the debt settlement industry, emphasizing the importance of empathy and culture in handling complex and sensitive customer interactions. Discover how advanced training techniques and innovative AI solutions revolutionize agent preparation and support in their roles. We also explore the future of AI in customer service, the challenges of maintaining high-quality support across diverse markets, and the exciting developments...2024-08-2215 min
CX In The WildReal-Time Solutions and Leadership in Modern Contact CentersSend us a textJoin us for this insightful episode of CX in the Wild at CCW 2024 in Las Vegas. Our guest is Kacey Tolua, Senior Director at Marriott International, who oversees the Center of Excellence technology and global infrastructure for Marriott's customer engagement centers. In this conversation, we discuss the significant changes in the customer service industry, especially the impact of AI, and the real-world challenges and opportunities it presents. Kacey shares her expertise on the importance of real-time technology, practical training simulations, and the need to balance innovation with practical outcomes. ...2024-08-1521 min
CX In The WildBalancing Automation and Empathy in Modern Customer ServiceSend us a textThis CX in the Wild episode welcomes Lynda Harvey, Director of Customer Service and Account Management at Kin Insurance. Lynda shares her insights and vision for the call center industry, emphasizing the importance of intentional leadership and the evolving role of AI in customer service. We discuss the balance between automation and human touch, the impact of regulatory changes in the insurance sector, and the future of customer experience in a rapidly changing world. Tune in for a thoughtful conversation on leadership, technology, and the human side of customer...2024-08-1223 min
CX In The WildCX Leadership Insights: Humility, Transparency, and CuriositySend us a textIn this CX in the Wild episode, we sit down with John Burke, VP of Customer Experience and Technology for a leading wine lifestyle brand. We explore the multifaceted world of e-commerce and customer experience, discussing the balance of human touch and digital solutions in a high-end retail environment. From navigating supply chain disruptions to implementing AI in customer service, our conversation dives into managing a diverse customer base. Tune in for insights on the importance of humility, transparency, and curiosity in CX leadership, and discover strategies for creating...2024-08-1122 min
CX In The WildAI and the Future of Healthcare ExperienceSend us a textJoin us live from CCW Vegas on "CX in the Wild" with Colin Crowley, a seasoned customer experience leader now with Maven Clinic. Colin shares his journey through fintech, food tech, and virtual healthcare. He discusses the transformative role of AI in enhancing patient care, quality assurance, and real-time data handling. Discover how innovative technologies are reshaping healthcare, balancing efficiency with compassionate care. Colin also highlights the importance of community-building and peer learning in implementing new technologies. He provides insights into the evolving customer experience landscape, emphasizing the potential of video...2024-08-1017 min
CX In The WildFrom Data to Details: Adapting to the Digital Shift in CXSend us a textJoin us for an engaging episode of "CX in the Wild" live from Customer Contact Week in Las Vegas, where we chat with Kathy Phelps, a seasoned technology consultant from Salt Lake City. Kathy founded C-lect Consulting in 2002, initially focusing on voice and data, but has since expanded into the customer experience sector, including cybersecurity. In this conversation, Kathy shares insights into her professional evolution, the integration of AI into business, and her proactive approach to adapting to technological advancements. She discusses the challenges and rewards of guiding clients through digital...2024-08-0921 min
CX In The WildRevolutionizing Customer Experience in GovernmentSend us a textTune in to this episode of "CX in the Wild," recorded live at CCW. It features Tom McCarty, who shares his journey in transforming customer service operations for the state of Texas. Facing an unprecedented surge in demand during the pandemic, Tom led the strategic overhaul necessary to manage seven years' worth of customer interactions in just five weeks. He discusses the comprehensive planning and legislative steps taken to re-engineer the state's customer service delivery model, emphasizing a customer-centered approach and integrating new technologies to enhance service efficiency. Join...2024-08-0822 min
CX In The WildNavigating the Waves of AI in the Hospitality IndustrySend us a textIn this episode of "CX in the Wild," recorded live at CCW, we chat with Natalie Beckerman, Global Head of Customer Support Operations at IHG Hotels and Resorts. Natalie discusses her lifelong commitment to improving customer satisfaction and her approach to making customer interactions seamless, whether through a phone call, digitally, or in person. This conversation explores the complexities of providing excellent customer experiences across different channels and the necessity of aligning with customer preferences. Natalie also examines the integration of AI in customer service, underscoring the importance of adopting technology...2024-08-0716 min
CX In The WildEvolving Customer Care: A Journey to Digital Transformation in FinanceSend us a textJoin us on "CX in the Wild" for a lively conversation live from CCW with Brent Nelson, President of the Virtual Communication Center at Wellby Financial. Brent shares his 15-year journey in financial services, emphasizing the crucial role of digital transformation within the sector. He discusses how credit unions are racing to adopt new technologies to enhance member experiences and meet customers' rising expectations, influenced by leading service providers across various industries. Discover how Wellby Financial integrates these innovations to provide seamless service across multiple channels, ensuring that every...2024-08-0619 min
CX In The WildClimbing the Ranks: Lessons in Leadership and EmpathySend us a textTune in to a special episode of "CX in the Wild," live from CCW with Cheryl China from Citizens Bank. Cheryl, who has advanced from a phone specialist to SVP overseeing retail servicing teams over her 26-year tenure, shares her journey in customer experience. She emphasizes the crucial importance of human interaction in CX, even as AI becomes more prevalent, and discusses the power of empathy and personal connections in service roles.Looking ahead to her retirement, Cheryl focuses on leaving a legacy of kindness, teamwork, and mentorship, especially for emerging...2024-08-0529 min
CX In The WildSecrets of Success: Transforming Customer Experience in High TechSend us a textJoin us on this inspiring episode of "CX in the Wild," where we dive into the world of Leahanne Hobson, the founder of Alinea Partners and a transformative leader in customer experience. With an extensive background in high tech and telecommunications, Leahanne has revolutionized channel ecosystems across global IT and telecom companies through her innovative approaches to sales readiness and managed services. Discover how her unique B2B secret shopping program has shaped hardware, software, and service offerings across nearly 800 high-tech companies worldwide. Leahanne shares her journey from starting Alinea Partners...2024-07-0940 min
CX In The WildBridging Borders: The Impact of Digital Transformation in Diverse MarketsSend us a textWe dive into the dynamic intersection of digital transformation and cultural diversity across the Middle East and Africa (MIA) with our guest, Dalia Mansour, Head of Marketing for Sprinklr in MIA. With a deep understanding of the region's unique cultural tapestry, Dalia brings strategic insight and a robust passion for digital innovation to our discussion.Throughout the episode, Dalia shares her extensive background in marketing and explores how varied cultural and linguistic landscapes shape unique customer experiences. Join us as we uncover Sprinklr's innovative strategies to drive digital excellence...2024-05-2447 min
CX In The WildCultivating Happiness: New Paradigms in Business LeadershipSend us a textIn this episode of "CX in the Wild," we are delighted to host Gabriella Coyne, the innovative founder and CEO of OpsTalent and the celebrated 2022 Businesswoman of the Year in Poland. Under her leadership, OpsTaceptional customer experience, setting new benchmarks in the industry.Gabriella shares her remarkable journey of turning adversity into opportunity in the evolving landscape of post-communist Poland. We explore the strategic developments that have positioned Ops Talent at the forefront of the industry, highlighting the integration of cultural insights and modern practices to redefine customer engagement....2024-05-2134 min
CX In The WildPioneering Salesforce SimplicitySend us a textExplore the forefront of Salesforce innovation in this episode of CX in the Wild, featuring Carla Kossally, CEO and founder of Soaritude. Discover how Soaritude is transforming Salesforce into a more accessible and user-friendly platform for businesses of all sizes. Carla shares her journey from a seasoned global consultant to a tech innovator, revealing how her company breaks down technological barriers with innovative, template-based solutions. This episode dives into the challenges and triumphs of creating a tech startup, the power of user experience enhancement, and the impact of simplifying complex technologies...2024-04-2659 min
The Global XperienceWhy South Africans Do It Better | Dennis WakabayashiSend us a textEpisode Summary: In this episode, we welcome Dennis Wakabayashi, a renowned customer experience journalist, MC, keynote speaker, consultant, and podcast host. Join us as we dive into an insightful conversation about the world of customer experience (CX), Dennis' journey in the field, and his unique perspectives gained from global experiences.Key Highlights:Introduction to Dennis Wakabayashi: Dennis shares his background, including his roles as a customer experience consultant and podcast host of 'CX in the Wild' and 'The CX Tea Show'.Dennis...2024-04-2526 min
CX In The WildExploring the Core Strengths that Drive Global BPO SuccessSend us a textIn this episode of "CX in the Wild," we explore with Aaron Fischer from OP360 how athletic discipline influences leadership and enhances customer experience. Aaron shares how a commitment to health and teamwork is integral to OP360's culture, driving performance and innovation. We discuss the strategic implementation of AI to streamline processes and elevate service quality, positioning OP360 as a leader in customer engagement solutions.Join us to understand how OP360's approach strengthens its team and consistently delivers superior value to clients through innovative solutions and smart...2024-04-2247 min
CX In The WildLeading with Technology: A New Era in Customer EngagementSend us a textIn this episode of CX in the Wild, we dive into the intersection of artificial intelligence and human insight, exploring how this blend is revolutionizing customer interactions. Kelly Uhlrich, COO at Humach, shares her extensive experience in integrating technology and customer service, highlighting the evolution from traditional call centers to innovative customer engagement strategies.Celebrating Women's History Month, Kelly discusses her leadership approach, emphasizing the balance of strength and empathy. With a background in pioneering customer service solutions, she outlines how Humach has embraced AI and automation to enhance both customer...2024-03-3136 min
CX In The WildDriving Transformation Towards Inclusivity and EmpowermentSend us a textJoin us for an engaging conversation with Rossana Briceño, Belize's Special Envoy for Families and Children and the Prime Minister's wife. Rossana shares insights from her journey from special education to a pivotal role in driving societal change in Belize.In this episode, Rossana discusses her involvement in the 'Engaging Men and Boys' training, which aims to transform societal attitudes and diminish gender-based violence. She outlines the obstacles she faces in her position and her commitment to fostering real change.We also explore her efforts to enhance inclusivity, p...2024-03-0718 min
CX In The WildShaping Exceptional Journeys: Insights from a CX PioneerSend us a textJoin us for an enlightening conversation with Brad Cleveland, a luminary in customer experience and service. Brad shares his unexpected journey from aspiring attorney to a leader in CX, highlighting his influential role in shaping the industry through his work with the International Customer Management Institute (ICMI) and beyond.Brad reflects on the digital revolution of the 2000s and its impact on customer service, emphasizing the need for a human-centric approach amidst the rise of generative AI. He advocates for a holistic view of customer experience, where employee engagement and customer...2024-03-0630 min
CX In The WildFrom Operational Efficiency to Empathy: AI's Role in Redefining CXSend us a textJoin us as we dive into the world of AI and customer experience with Simon Kriss, director of the CX Innovation Institute in Australia. Simon unravels the complexities of AI in the customer service domain, explaining its current state, potential, and the myths surrounding it. Unlike the clunky chatbots of yesterday, Simon envisions a future where conversational and generative AI work in harmony, creating chat experiences that feel genuinely human.This shift promises not only to enhance customer interactions but to revolutionize operational efficiency and agent support. Simon also shares his...2024-02-2930 min
CX In The WildDesigning Change: The Power of Journey MapsSend us a textDave Seaton, CEO of Seaton CX, takes us through his innovative journey from a software engineer to a leading figure in customer journey mapping. Situated in Grapevine, Texas, Dave has revolutionized the way companies understand and improve their customer experiences. With a unique blend of technical expertise and a deep understanding of customer empathy, he crafts customized journey maps that don't just illustrate customer paths but catalyze significant organizational change.This episode delves into Dave's methodology, emphasizing the importance of direct customer engagement and strategic problem-solving in creating effective journey maps...2024-02-2726 min
CX In The WildEmpowering Humanity: AI's Role in the Future of Customer ServiceSend us a textDiving into the heart of AI-driven customer experience, we chat with Anna Startseva, Director at Freshworks. As Freshworks celebrates its 13th year, Anna shares how the company leverages AI to revolutionize customer service across multiple channels, making advanced technology accessible to businesses of all sizes. She demystifies AI for the customer experience sector, emphasizing Freshworks' approach to seamless, built-in AI features that bolster both agent efficiency and decision-making for leaders.Addressing the challenges of AI integration, from security concerns to the transformational hurdles businesses encounter, Anna highlights the importance of empathy...2024-02-2026 min
CX In The WildTransforming Transparency in TelecommutingSend us a textIn this episode, we delve into an innovative breakthrough that's revolutionizing how remote customer experience teams connect, thrive, and perform. Our guest, Jason Hiland, shares the inspiring journey behind Collaboration Room, a platform that's not just about adapting to remote work but about fundamentally changing the dynamics of team interactions in a digital-first world.Discover the secret sauce that makes Collaboration Room a game-changer for enhancing engagement, productivity, and security in remote settings. From its inception during the pivotal moments of 2020 to securing a patent for its unique approach to virtual...2024-02-1950 min
CX In The WildNavigating the Fusion of Human Touch and AI in Customer SupportSend us a textIn this episode, we explore the innovative world of Awaken Intelligence with Simon Black, focusing on their mission to enhance agent and customer experiences in contact centers. Based in the UK but with a strong presence in the US, Awaken Intelligence partners with major platforms like NICE, Genesis, and 8x8, embedding their technology to optimize service delivery.Simon introduces us to their key technologies: agent guidance, post-call analytics, and "co-pilot," which integrates with ChatGPT for real-time support. He discusses the importance of adopting new technologies thoughtfully across different markets, highlighting the...2024-02-1427 min
CX In The WildRedefining the BPO Landscape: Community, Empathy, and InnovationSend us a textIn this episode, we chat with Jonathan Keane, CEO of CustomerHD, a BPO that distinguishes itself through its blend of benevolence and humanity in Belize and Raleigh, North Carolina. Jonathan discusses the ethos of "people helping people" that defines every aspect of the company, emphasizing their commitment to positively impacting employees' lives and community engagement.He shares a pivotal moment that reshaped his view of the BPO industry towards a more human-centric approach. This conversation is essential for anyone interested in how empathy and community engagement can drive business success.2024-02-1327 min
CX In The WildUnlock the Secrets to Making a Profound Difference in Business and Life.Send us a textJoin us as Joe Schmidt, co-founder of CustomerHD, shares his journey from serial entrepreneurship to impactful leadership in Belize's BPO industry. Joe explains his initial hesitation to enter the call center business and his vision for a company grounded in the philosophy of 'people helping people.' He emphasizes the importance of creating a workplace culture where employees feel valued and known.Delving into personal beliefs, Joe discusses how his faith influences his approach to business and life, focusing on service, compassion, and community building. The conversation also covers Joe's significant...2024-02-0950 min
CX In The WildNavigating the AI Revolution with a Human Touch in Customer ExperienceSend us a textIn this engaging episode, we sit down with Eman Talaat, the Head of Experience Design at the Department of Government Enablement Abu Dhabi. Recorded in a quaint coffee shop in Dubai, Eman shares her extensive journey spanning over 20 years in the CX and UX landscape, having worked with prestigious organizations like Abu Dhabi Government, Dubai Government, and Majid Al Futtaim.Eman dives into the vital topic of ethics in artificial intelligence, emphasizing the human-centric approach in this technological revolution. She discusses her commitment to protecting users' interests and ensuring that AI...2024-02-0836 min
CX In The WildUnveiling the Power of Resilience in Shaping a Sustainable WorldSend us a textIn this insightful episode, we converse with Dina Storey, a climate and sustainability expert and senior partner at Marfa Advisors in Dubai. Dina's journey is a testament to resilience and innovation, having navigated a path from a challenging upbringing in war-torn Iraq to a distinguished career in sustainability.Dina shares her transformative experiences, which molded her into a proponent of regenerative sustainability, challenging the status quo of merely sustaining existing conditions. She reflects on the parallels between her personal growth and the evolution of sustainability, emphasizing the need for a regenerative...2024-02-0229 min
CX In The WildForests in the Digital Age: Transforming Conservation through TechnologySend us a textIn this episode, I reconnect with Vikram Krishna in Dubai, a visionary I met at Expo 2020. From a banking expert to an environmental conservationist, Vikram's journey is compelling and thought-provoking. We delve into his transition to founding 'Sacred Groves', a unique venture focused on forest preservation.Vikram shares his awakening to environmental issues and his commitment to sustainable living with his wife. He explains how 'Sacred Groves' leverages a digital twin model, enabling global participation in forest conservation.Tune in for an engaging conversation with Vikram Krishna, where we...2024-01-3033 min
CX In The WildNavigating Tech Triumphs: A Journey from Engineering to Entrepreneurial MasterySend us a textIn this episode, I had the pleasure of conversing with Sean Minter, founder and CEO of AmplifAI. His journey from an engineering graduate to revolutionizing call centers is inspiring. We explore Sean's adventures through the telecom industry's evolution, from deregulation challenges to leading successful tech ventures.Sean shares insightful experiences on transitioning from technical expertise to mastering sales and problem-solving in dynamic markets. The highlight is AmplifAI's transformative approach to enhancing call center performance, skillfully blending technology with human potential.Join us for this engaging episode where Sean simplifies...2024-01-2531 min
CX In The WildHow can businesses bridge the gap between service design and customer communications?Send us a textIn this episode, I had the privilege of sitting down with Lee Kemp, Vice President of Customer Experience at Veritiv, a global B2B distributor for packaging facility solutions, print, and more. Lee's journey in the world of customer experience is nothing short of remarkable. We delve deep into the complexities of B2B customer experience, where service design, operational efficiency, and scalability are key. Lee's focus on the fundamentals—listening and acting—provides a refreshing perspective on the ever-evolving world of CX.Join us for an enga...2023-12-2527 min
CX In The WildWhat role does effective communication play in global business?Send us a textIn this episode, I sit down with Judy Ravin, the president and co-founder of Accents International. Judy is on a mission to create a world where everyone is heard, and she's doing it through a unique approach – accent acquisition. Rather than viewing accents as something to be reduced or fixed, she's helping people embrace their unique voices while improving English pronunciation.If you're interested in communication, language, and making the world a more inclusive place, this episode is a must-listen. Judy's passion for serving those who serve others is truly inspiring, an...2023-12-1833 min
CX In The WildHow can organizations navigate the challenges of digital transformation in today's market?Send us a textIn this episode, I sit down with Neha Dutta, a seasoned digital sales engineering professional with over two decades of experience. Discover the common challenges organizations face when embarking on a CX transformation and Neha's valuable advice on building effective CX teams. We explore the crucial connection between data and customer journeys and how organizations can leverage data to enhance the customer experience.Tune in to this insightful episode filled with valuable lessons from Neha Dutta's remarkable journey in digital transformation and CX leadership. Whether you're a seasoned professional or just...2023-12-1227 min
CX In The WildHow can consolidating technologies enhance the customer experience?Send us a textIn this episode, I had the pleasure of speaking with Ashish Seth, VP for products at RingCentral, a cloud communication leader. We delved into the world of contact centers and explored how RingCX, their native AI-first contact center solution, is transforming customer service. We also discussed the impact of AI on agent productivity and customer empathy, simplifying complex workflows, and the benefits of consolidation in the evolving contact center landscape. Tune in to discover how RingCX is reshaping the future of contact centers.Connect with me, Dennis...2023-11-2830 min
CX In The WildHow does innovation enhance the quality of everyday products?Send us a textIn this episode, I had the pleasure of speaking with Janine George, the Chief Product and Marketing Officer at Carrol Boyes, a South African brand renowned for its timeless and functional art. As we delved into the world of product experiences, Janine shared the unique culture of innovation that drives Carrol Boyes and the dedication to creating conversation-starting pieces.Janine also shared her insights on women in leadership and emphasized the importance of networking, mentorship, and seizing opportunities. Her journey from mechanical engineering to her current role serves as an inspiring...2023-11-2123 min
CX In The WildWhat role does technology play in enhancing employee performance?Send us a textIn this episode, I had the pleasure of speaking with Sean Minter, the founder and CEO of AmplifAI, a company dedicated to helping businesses engage, develop, and recognize their top employees.We delved into insights on leadership transformation, highlighting how AmplifAI serves as an assistant to leaders, guiding them to understand their team members' unique strengths and weaknesses. The software not only coordinates systems and humans but also enables organizations to play to their strengths and improve their weaknesses effectively.Join us for this engaging conversation where we explore...2023-11-0731 min
CX In The WildHow is financial inclusion making a difference in underserved populations?Send us a textJoin me as I sit down with Lelen Udayan, Head of Customer Experience at Mukuru, a company that's making a significant impact in the realm of financial inclusion.Mukuru serves over 11 million customers primarily across Africa, and their mission is clear: to facilitate financial transactions for underserved populations and migrants. Lelen shares with us how they are bridging the gap between innovation and the unique challenges faced by Africans with "indisposable income."Join us in gaining a fresh perspective on how empathy-driven approaches can empower communities and elevate...2023-10-3029 min
Glassix SpotlightThe Holistic Approach: Viewing CX Beyond Individual Interactions With Dennis WakabayashiIn 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.
Join us as we explore the following key questions with Dennis:
- How are brands evolving from i...2023-10-3030 min
CX In The WildWhat role does authenticity play in today's customer experience strategies?Send us a textIn this episode, Kendall Rynders, Maria Petousis, and I embark on a captivating journey into the realms of CX, EX, and UX.Our conversation unveils the essence of CX in South Africa, where innovative solutions thrive in the face of unique challenges. We dissect the importance of comprehending customers' ever-evolving needs and emotions.We must challenge conventional CX thinking and emphasize the role of authenticity and the human touch. This episode explores how the landscape of CX has transformed and why businesses must adapt to meet changing customer expectations.2023-10-2758 min
CX In The WildIs CX the missing link between business strategy and customer satisfaction?Send us a textJoin me in this episode as I dive into the world of customer experience with Sumarie Schreiner, a strategic customer experience and brand strategist, and a part-time lecturer with a passion for innovation. Currently pursuing her doctorate in customer experience management, Sumarie shares her remarkable journey and insights into this dynamic field.From her South African roots, Sumarie's perspective on customer experience is shaped by the unique challenges and innovations of her environment. She explores the necessity of weaving customer experience into the very fabric of an organization, making it an...2023-10-1620 min
CX In The WildWhy is aligning diverse perspectives crucial for creating customer-centric solutions?Send us a textIn this episode, join me as I sit down with Ismail Dawjee, the Managing Director of Immersion Group, a dynamic experience innovation company. Ismail delves into the realm of experience innovation and its profound impact on business outcomes.With over 14 years in the design field, Ismail shares his insights into the intricate world of customer experience design. He highlights the unique challenges faced by South African enterprises, where fragmented operating models intersect with the ever-evolving landscape of customer expectations.Join us for an eye-opening conversation that emphasizes the importance...2023-10-1320 min
CX In The WildWhat does the future of CX leadership look like in an era of digital change?Send us a textIn this episode, I had the pleasure of sitting down with Fran Brzyski, Co-Founder @ Hark. Join us as we delve into the why and how of asynchronous communication.In a digital era of constant change, asynchronous communication and Hark are rewriting industry standards. They offer a sustainable, data-driven, customer-centric approach that every forward-thinking leader should explore.Dive deeper by tuning into this episode! Let's shape the future of Customer Experience, not just witness it.Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi2023-10-0526 min
CX In The WildHow is AI reshaping support roles and the customer support industry?Send us a textIn this episode, I had the pleasure of sitting down with Krishna Raj Raja, the CEO of SupportLogic, a true pioneer in the realm of AI-driven customer support. What makes Krishna's journey so captivating is his evolution from an operating system engineer to the visionary founder of SupportLogic. His story revolves around the remarkable transformation of support operations, shifting the focus from being a mere cost center to a dynamic revenue-generating hub.We delved into the fascinating capabilities of SupportLogic, particularly its knack for predicting and averting support ticket...2023-09-2522 min
Next in QueuePay No Attention to the Algorithm Behind the Curtain featuring Dennis WakabayashiIn the 1939 film, The Wizard of Oz, Dorothy’s dog, Toto, pulls back a curtain to reveal the Wizard to be just an ordinary man, operating machinery that projects a gigantic, ghostly, and intimidating image of his face. The Wizard had built his reputation using technology that no one in the merry old land of Oz understood.
Today, there’s a technology impacting Customer Experience that few understand – algorithms.
My guest this week is Dennis Wakabayashi, and he is on a mission to help people understand how marketing fits into modern CX and how technology is chan...2023-02-0336 min
The Insighter's Club PodcastThe Moments that Matter with Dennis Wakabayashi, Chief Collaboration Officer at Team WakabayashiYou’re not just competing with other brands for consumers’ attention anymore. And the windows of opportunity to capture their attention are shorter than ever. In this episode of the Consumer Insights Podcast, Thor is joined by Dennis Wakabayashi, Chief Collaboration Officer at Team Wakabayashi.2022-11-0331 min
CX In The WildAre you ready to move beyond responding to service requests to coaching and guiding customers in areas of their interest?Send us a textJoin me and the CEO at eGain Corporation, Ashu Roy, as we discuss the evolution of digital customer service in the information economy. 2022-10-1827 min
CX In The WildCan you imagine a world where we all speak with a single voice?Send us a textJoin me as I speak with the pioneering innovators behind Sanas.AI, Sharath Keshava Narayana and Marty Massih Sarim. This pioneering duo recently developed a revolutionary real-time accent translation platform that bridges the gap between countries and cultures around the world in a way never before possible. Truly one of the more important business transformations of all time. 2022-10-1424 min
CX In The WildAre you underestimating the future and overestimating the past?Send us a textJoin me and the Head of Design (Client Experience) at H&R Block, Andrew Clark, as we discuss how to be tangibly present to better design impactful experiences. 2022-09-2237 min
CX In The WildAre outcomes for people still the heartbeat of the CX you provide?Send us a textJoin me and the VP of Customer Experience at Dominion Energy, Utibe Bassey, as we discuss how our perception of ourselves and others affects how we provide experiences. 2022-09-1332 min
CX In The WildWill banks become the data handlers of the future?Send us a textJoin me and EVP / Head of Group Marketing & CX at Emirates NBD, Vikram Krishna, as we look into the future of banking. The knowledge unearthed in this podcast is invaluable, especially to businesses wanting to take their whole product experience and innovation agenda to the next level. 2022-08-3024 min
CX In The WildWhat tasks make it extra challenging for contact centers to communicate with customers?Send us a textJoin the Co-Founder of Aportio, Susan Nemeth, and me as we discuss their company's fascinating mission of taking away the things machines can do so that humans can prioritize thinking, solving problems, and serving customers. 2022-08-2514 min
CX In The WildWould you pioneer an enterprise in an untapped foreign marketplace?Send us a textJoin the CEO & Founder of MVision, Maury Noun, and me as we discuss the fascinating BPO industry birthed in Lebanon, primarily employing uniquely skilled women in the middle east amidst significant inflation. 2022-08-1622 min
CX In The WildAre employees still treated as non-humans and commodities in your industry?Send us a textJoin Founder & CEO of Zizo technologies, Jimmy Chebat, and me as we explore how to revolutionize workforce management through gamification - keeping employees engaged and having fun to reduce attrition and unite humans with the technologies they use. 2022-08-0931 min
CX In The WildAre you starting from the wrong end of CX management?Send us a textJoin top CX & SQ Consultant Marc Karschies and me as we discuss the three essential components to carefully consider when designing experiences - PERSONA, EMOTIONAL STATE, and SITUATION. 2022-08-0232 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipWho is the CX Goalkeeper? with Dennis WakabayashiThe CX Goalkeeper had the great opportunity to interview Dennis WakabayashiLinkedIn Headline: Global Voice of #CX | Connector of people and resources to transform business | Digital Marketing Instructor | Author | Industry MC and Keynote SpeakerHighlights:00:00 Game Start00:24 Dennis' introduction01:00 Dennis' values02:30 My family05:00 My passion for soccer07:30 The role of the goalkeeper10:15 The collaboration with guests & the related preparation13:10 The investment & the related reward - celebrating the CX community17:10 The 3 podcasts that really stand-out among the first 80...2022-07-1133 min
CX PassportThe one with the Dashers vs Defenders - Dennis Wakabayashi E68What's on your mind? Let CX Passport know...🎤Want to know how to ADVANCE Customer Experience? Find out in “The one with the Dashers vs Defenders” from Dennis Wakabayashi CX Passport Episode 68🎧👨🏫Adaptive Learning - "Normalize Failure...Normalize Risk"✨BREAKING NEWS - "CX Undercover" coming out this summer!😲Get the popcorn ready. We do it. We bring up the CX Influencer Debate👉It's been true. It is true. It will be true. The front line is the epicenter of customer experience🍸A...2022-06-0731 min
CMO ChatsCMO Chats | Dennis Wakabayashi, Global Marketing Influencer at Wakabayashi ExperienceWelcome to a series of 5-minute interviews with industry leaders all over the world. Listen to Dennis Wakabayashi share his journey as the Chief Collaboration Officer of Wakabayashi Experience.
This short podcast will give you insider knowledge on real and current challenges in the world of marketing, how leaders have adapted post-pandemic, and what their plans are for the near future.
Find the full video interview here: https://www.youtube.com/watch?v=-blZZT6tg8Q #OrtusChats2021-12-1004 min
CX...Oh!CX Wednesday ft Dennis WakabayashiHappy CX Day fam!
CX...Oh! is celebrating this special occasion with Dennis Wakabayashi, the global voice of CX.
The first Tuesday of October marks a global celebration of the companies and professionals that create great customer experiences, it's CX Day, general euphoria over all things CX! It’s a day when organizations roll out the red carpet for their customer-facing employees and CX experts, highlighting their contributions and underscoring the company’s commitment to excellence in customer experience.
And then comes Wednesday in October (the day after CX Day) that’s really most tellin...2021-10-0620 min
Avtex Experience PointsEp. 15 - Dennis WakabayashiDennis Wakabayashi is the VP of CX Implementation for RR Donnelley, a global business communications firm specializing in the production, execution and delivery of customer engagement tactics along the entire path to purchase. In May 2020, Dennis was named as one of the top 50 (CX) experts of the decade and rank on social media among the top 150 CX influencers globally. Dennis regularly works with Fortune 500 brands, defining CX strategies and leading tactical implementation with the teams at RR Donnelley. Additionally, as an industry influencer, Dennis shares the latest CX innovations and strategic practices on social media channels with an audience...2021-05-2635 min
Making a MarketerTikTok: Tops Platform Worldwide with Dennis WakabayashiIs TikTok a silly platform? Yes. Is TikTok primed for true brand awareness? Absolutely. Our guest on this episode talks a lot about how the algorithm works so much better than most of the other social media platforms.
It's about what TikTok has truly gotten right so far. It IS fun, AND it can be used to drive business! These two things don't have to mutually exclusive.
Check out this super informative episode about how TikTok is emerging as the top social media platform worldwide!
Our guest...
Dennis Wakabayashi
Dennis is VP...2021-04-1840 min
The Burhaan Pattel Podcast34. Why Customer Experience Matters With Dennis WakabayashiWhy customer experience matters in a world of uncertainty and systems designed for revenue and not people. Dennis Wakabayashi's career in design, marketing and sales has led him to work directly with the people who matter the most for any company, the customer. We explore what it means to actually give a good experience and why it matters.Check out his website at www.denniswakabayashi.comand his Youtube channel at https://youtube.com/c/WakabayashiExperienceSupport the show2021-03-3132 min