CX In The Wild: Recent Episodes
Dennis Wakabayashi
Episodes are captured on location in the real world, unscripted and unedited to provide perspectives on CX that are normally unheard.
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Vietnam is one of the few places where customers can spot weak value almost instantly. In this episode of CX in the Wild, we’re in Ho Chi Minh City with Amalia Goux, a Romanian CX strategist who has spent the past eight years helping brands design experiences that genuinely resonate with Vietnamese consumers.
We dig into why “value for money” in Vietnam isn’t just about price, it’s a mix of quality, social cues, cultural expectations, and the kind of community word of mouth that can boost or sink a brand overnight.
We talk about how Vietnamese consumers negotiate, compare, and question every detail; what global brands often misunderstand when they apply Western models here; and why modern CX work needs to connect more directly to real business outcomes like revenue, churn, and long-term customer health.
If you want a grounded look at what effective CX really takes in an emerging market, this conversation is worth your time.
Amalia Goux on LinkedIn: linkedin.com/in/amaliagoux
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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From Dubai, a new generation of CX leaders is shaping the future with people, culture, and purpose at the core.
In this episode of CX in the Wild, we sit down with Ahmed Hatem to explore why customer happiness is more than a metric. Ahmed represents the rising wave of leaders who see customers first as human beings and believe empathy is the foundation of trust.
Our conversation explores why younger professionals naturally lean into customer centricity, how UAE’s vision creates a unique approach to experience, and why values like health, family, and education strengthen professional excellence. Together, we uncover a larger truth: the future of customer experience will be built on human connection and collective happiness.
This is about more than business strategy. It is about creating experiences that bring value to society and lasting impact for people everywhere.
Ahmed Hatem on LinkedIn: linkedin.com/in/ahmed-hatem-95b8891b9
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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The next generation of leaders is shaping the future of customer experience.
In this episode of CX in the Wild, we meet Diogo Miranda, a young professional at Altice Portugal whose journey shows how curiosity, courage, and risk-taking fuel growth. From navigating university during the pandemic to stepping into a high-impact corporate role, Diogo proves that learning and practice must go hand in hand.
We discuss why risk-taking matters, how education and experience build confidence, and why giving back to the community strengthens leadership. His story highlights how the next wave of talent is redefining strategy, innovation, and the customer experience conversation worldwide.
Diogo Miranda on LinkedIn: linkedin.com/in/diogoguilhermemiranda
Learn more about Diogo's work at their website: https://altice.net/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Rebranding isn’t just a marketing exercise, it’s a catalyst for transformation. In this episode of CX in the Wild, we explore how the smartest organizations use brand evolution to fuel growth, win new markets, and stay ahead of changing customer expectations.
From the lessons hidden inside the controversial Jaguar rebrand to the often-overlooked power of personal branding in the digital economy, this conversation uncovers why the future belongs to brands that have the courage to trigger emotion, create distinction, and lead with purpose.
We break down the mindset, the discipline, and the strategy behind rebrands that work and the change management required to make them stick. Whether for a global enterprise or a personal career path, the same truth applies: people invest in the future, not the past.
Jim Heininger on LinkedIn: linkedin.com/in/jimheininger
Learn more about Jim's work at their website: https://www.dixon-james.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Boris Petrovitch Njegosh, founder of R GENERATION, shares how the rise of remote work, AI and digital nomadism is transforming both business and life.
From leading design thinking projects for global brands to helping small companies harness AI strategies, Boris has embraced agility over long-term planning and shown how small, fast changes can outperform traditional corporate playbooks.
We explore how AI enables people to work less while delivering more value, the cultural shifts shaping global collaboration and why communities both physical and digital are becoming the new engines of innovation.
The conversation also reveals the personal side of this evolution: balancing productivity with health, family and the human experience.
Boris Petrovitch Njegosh on LinkedIn: linkedin.com/in/njegosh
Learn more about Boris' work at their website: https://r-generation.community/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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On this episode of CX in the Wild, we sit down with Manuela Doutel Haghighi, Director of Global Customer Experience and Success at Microsoft. With experience spanning continents and industries, Manuela shares how organizations can move beyond generic talk about CX to real-world practices that deliver measurable impact.
From shifting insurance models to healthcare innovations, and from the growing importance of employee and partner voices to the future of B2B customer experience, this conversation highlights the strategies that will set companies apart in competitive markets.
Her perspective is clear: the future of CX is not just post-sale, it begins with how expectations are set and how trust is built at every stage of the journey.
Manuela Doutel Haghighi on LinkedIn: linkedin.com/in/manueladoutelhaghighi
Learn more about Manuela's work at their website: https://news.microsoft.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Rebranding is not about changing colors or updating a logo. It is a decisive move to align with the future.
In this episode of CX in the Wild, our guest Peter Guirguis joins us to explore how brand evolution fuels growth, builds emotional connection, and positions organizations to succeed in a shifting marketplace. From global brands redefining their identity to service firms igniting new energy within, this conversation breaks down the strategies behind bold brand pivots, the risks worth taking, and the discipline required to make transformation real.
For leaders who want to create relevance, resonance, and results, this episode offers a masterclass in how customer experience and brand transformation work hand in hand to shape the future.
Peter Guirguis on LinkedIn: linkedin.com/in/peter-guirguis-b810691
Learn more about Peter's work at their website: https://swiftpresssupport.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Filipe Ramos, CEO of Science4you, brings a powerful perspective on how play can drive the skills needed for tomorrow’s world. His approach combines STEM learning, creativity, and family connection to create products that go beyond entertainment, shaping problem solvers who will thrive in the decades ahead.
The discussion explores how small and medium enterprises can leverage AI for growth, why early learning is a cornerstone of innovation, and how cultural insight fuels global business success. From Portugal’s classrooms to U.S. homes, Science4you is proving that the right experiences in childhood can prepare the next generation to adapt, lead, and shape the future economy.
Filipe Ramos on LinkedIn: linkedin.com/in/firamos
Learn more about Filipe's work at their website: https://www.science4youtoys.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Trevor Clark, founder and CEO of ShyftOff, joins CX in the Wild to talk about what’s really happening at the intersection of entrepreneurship, workforce evolution, and the contact center of the future. With a platform that’s been called the “Uber Black for call centers,” ShyftOff is bringing flexibility, performance, and cost efficiency to an industry that's being reshaped by AI and shifting customer demands.
We unpack what it means to build a CX solution that thrives in volatility, how to stay level in the chaos of hypergrowth, and why some of the best CX innovation isn’t coming from the boardroom, it’s coming from the front lines. Trevor’s approach reframes transformation not as a top-down overhaul but as a bottom-up rebalancing of talent, timing, and truth.
For CX leaders navigating uncertain terrain, this conversation offers the kind of clarity and foresight you don’t find in dashboards.
Trevor Clark on LinkedIn: linkedin.com/in/trevorkclark
Learn more about Trevor's work at their website: https://www.shyftoff.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In this episode of CX in the Wild, we catch up with Anuj Bhalla, founder and CEO of serviceMob, live from Las Vegas at Customer Contact Week. This conversation goes beyond surface-level talk about CX metrics and dives straight into the reality many businesses are facing. They're flying blind when it comes to understanding their customer journey.
Anuj breaks down the real problem: most organizations still rely on operational metrics that miss the mark on what customers actually experience. He lays out how ServiceMob is helping brands shift from fragmented snapshots to full-resolution clarity by turning raw data into meaningful experience signals.
This episode is for leaders ready to move from talk to traction. If you're working to unify operations, drive real results, and make your customer experience measurable, this conversation delivers clarity. We get real about why most CX measurement is broken, what it takes to fix it, and how AI and machine learning can turn chaos into control.
Tune in for a fresh perspective on CX that’s grounded in truth, driven by data, and focused on what matters most: earning trust and growing business.
Anuj Bhalla on LinkedIn: linkedin.com/in/anuj-bhalla-70949a11
Learn more about Anuj's work at their website: https://www.servicemob.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In this episode of CX in the Wild, we sit down with Raj Sivasubramanian, Vice President at QuestionPro and one of the boldest thinkers in customer experience today. QuestionPro has been with us from the early days, innovative, collaborative, and courageous enough to support this global journey as we explore the real stories shaping modern CX.
Together, we unpack what it means to lead with empathy in a world where too many strategies are driven by dashboards instead of people. We talk about the risks of over-automation, the illusion of AI as a silver bullet, and why reducing humans to metrics disconnects brands from the very trust they’re trying to build.
From reshaping policy at Airbnb to navigating the real challenges in AI-powered contact centers, Raj shares practical insights every leader should hear. This is about staying customer-centric in a metric-obsessed world and building CX strategies that are powered by humanity, not just headlines.
Raj Sivasubramanian on LinkedIn: linkedin.com/in/rajsivasubramanian
Learn more about Raj's work at their website: https://www.questionpro.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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From compliance to connection: navigating global voice isn’t for the faint of heart.
We sat down with Mike Kaplan, CMO of Avoxi, to explore how a lean, globally distributed team is transforming voice into a competitive advantage for contact centers worldwide. With over 20 years of evolution behind the brand, Avoxy has emerged as a vital infrastructure partner for enterprises expanding across borders and into the future.
This is a story of scale, clarity, and what it really means to deliver local experiences at global speed. When it comes to voice, most providers are selling minutes. Avoxy is delivering moments that matter.
Mike Kaplan on LinkedIn: linkedin.com/in/mikekaplan1
Learn more about Mike's work at their website: https://www.avoxi.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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John Finch from RingCentral is back on CX in the Wild, and this time he's talking real innovation. Not just AI buzzwords, but actual deployments that are reshaping the front lines of customer experience. We dig into how RingCentral’s new AI Receptionist is helping small and medium businesses stop losing time and revenue to missed calls, and start showing up 24/7 for the customers who matter.
But it’s not just about answering the phone. It’s about unlocking new lanes of growth. We talk agentic AI, ecosystem intelligence, and why Ring is going beyond automation to create real value. Value you can measure in minutes saved, insights gained, and relationships built.
This is one of those conversations where CX, tech, and real-world outcomes meet in the middle. And if you're wondering what’s next for AI in CX, this episode gives you a pretty good glimpse.
John Finch on LinkedIn: linkedin.com/in/johnfinchjr
Learn more about John's work at their website: https://www.ringcentral.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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We wrap our Las Vegas series with a voice that’s reshaping how companies lead their people. Adam Boelke, founder of the Alignment Advantage Group and a 30 year veteran of CX and operations, joins us on CX in the Wild.
In this episode, we get into why culture is the most overlooked asset in driving business performance and how Adam’s leadership model helps organizations build it with intention. From call center floors to C-suites, we explore the systems, language, and leadership moves that create real employee engagement and why that’s the real unlock for customer experience.
This conversation is a must-listen for anyone who believes CX is everyone’s job and culture is how we win.
Adam Boelke on LinkedIn: linkedin.com/in/adam-boelke
Learn more about Adam's work at their website: https://alignadv.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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What happens when you bring a human-centered executive advisor to the frontlines of AI transformation? You get clarity, honesty, and a challenge to the status quo.
In this episode of CX in the Wild, we sit down with Kalifa Oliver, an executive experience coach and fierce advocate for the intersection of people and technology. Kalifa doesn’t just talk about the future of work, she builds it by blending strategy, data, and empathy into scalable action.
From confronting the fear-mongering around AI to reminding us that employees are our hidden product, this conversation is an urgent reminder that sustainable transformation starts with seeing the humans at the heart of our businesses. Especially the ones we rarely see.
If you care about customer experience, it’s time to take a hard look at the employee experience too.
Kalifa Oliver on LinkedIn: linkedin.com/in/kalifaoliver
Learn more about Kalifa's work at their website: https://www.kalifaoliver.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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, this episode offers a practical perspective on creating momentum without losing sight of the business outcomes that matter.
Disclaimer: The views and opinions expressed in this episode are those of the individuals featured and do not necessarily reflect the official policy or position of any current or former employers.
Raj Iyer on LinkedIn: linkedin.com/in/rajskiyer
Learn more about Raj's work at their website: https://www.templuminc.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Customer 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 approach to customer acquisition. Are there any new customers, or are we just fighting for attention in an oversaturated world?
This episode is for you if you are ready to sharpen your CX strategy and turn research into results.
Ann Schirrmeister on LinkedIn: https://www.linkedin.com/in/aschirrm/
Learn more about Ann's work at their website: https://www.suzy.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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. We explore how leaders can connect CX directly to financial performance, leverage AI for data-driven decisions, and build long-term value that sticks.
This conversation is not about theories. It is about how to win.
Camila Ferreira on LinkedIn: linkedin.com/in/camiferreiraa
Learn more about Camila's work at their website: https://www.riseupbycami.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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The 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 experience
✔️ How to unlock hidden customer insights
✔️ The shift from static data to real-time decision making
✔️ What businesses need to stay competitive in a changing world
This is the first in a series following Birdie AI’s journey from Miami to San Francisco to Brazil. Get ready for a candid look at innovation, strategy, and the future of CX.
Patricia Osorio on LinkedIn: linkedin.com/in/patriciaomg
Learn more about Patricia's work at their website: https://birdie.ai/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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What 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 world, and the importance of leaving something meaningful behind.
This episode is about purpose, growth, and shifting your mindset to keep up with a fast changing world. Tune in for a conversation that will challenge how you see business, leadership, and your own potential.
Listen now and be part of the movement toward better experiences for everyone.
Kiran Varri on LinkedIn: linkedin.com/in/kiranvarri
Learn more about Kiran's work at their website: https://blueoceancorporation.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Customer 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 in an experience driven economy, this episode offers insights that challenge conventional thinking and provide a roadmap for success.
Ladislau Batalha on LinkedIn: linkedin.com/in/ladislau-batalha-812218
Learn more about Ladislau's work at their website: https://icxi.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 day, ready to take market share.
For business leaders thinking about global expansion or looking for practical strategies in e-commerce, this episode provides valuable takeaways.
Keep listening, stay curious, and explore the world of customer experience with us.
Lina Gallagher on LinkedIn: linkedin.com/in/linagallagher
Learn more about Lina's work at their website: https://emerceconsulting.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Muayad 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 is not optional. It is the foundation of exceptional customer experiences.
If you want to know where CX is headed and how to get there, this is the conversation you need to hear. Let’s keep pushing the industry forward together.
Muayad Kayyali on LinkedIn: linkedin.com/in/muayad-al-kayyali-362b46120
Learn more about Muayad's work at their website: https://voiso.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Marineuza 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 genuine care improve employee and business experiences.
Marineuza Dias on LinkedIn: linkedin.com/in/marineuzasilvadias
Learn more about Marineuza's work at their website: https://www.workplaceoptions.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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The 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 technology that serves people instead of the other way around, and why sustainable and ethical choices are the real key to long-term success.
If you are a leader making tough calls about the future or just trying to understand how technology and customer experience intersect, this conversation is for you. Tune in for a straight-shooting take on what is next and how to make it work for everyone.
Kate O'Neill on LinkedIn: linkedin.com/in/kateoneill
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 offers insights on learning from customers and competitors alike, and the importance of fostering collaboration within teams to drive customer satisfaction.
Rita Felix on LinkedIn: linkedin.com/in/ritasousafelix
Learn more about Rita's work at their website: https://cloud.go.se.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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What 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.
Vimal Rai on LinkedIn: linkedin.com/in/vimalrai
Learn more about Vimal's work at their website: https://commercialexcellence.co/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 the strategies shaping the future of customer experience.
Join us for an inspiring discussion that blends technology, culture, and innovation to craft meaningful customer connections.
Subhi Farah on LinkedIn: linkedin.com/in/subhifarah
Learn more about Subhi's work at their website: https://kanari.cx/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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We 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, human reactions to authenticity, and the future of personalized assistants that adapt to individual needs. Whether you’re a CX professional, a tech enthusiast, or simply curious about the intersection of innovation and humanity, this episode offers fresh perspectives on delivering customer excellence in a rapidly changing world.
Join us for a thought-provoking conversation that redefines the possibilities of CX design.
Kristina Glave on LinkedIn: linkedin.com/in/kristina-glave-919941103
Learn more about Kristina's work at their website: https://www.telekom.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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We 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 safety, efficiency, and vision for the future of CX.
Join us as we uncover the lessons from one of the world’s most ambitious markets and explore what lies ahead for CX in 2025 and beyond. This conversation will inspire marketers, innovators, and CX enthusiasts alike.
Namrata Balwani on LinkedIn: linkedin.com/in/namratabalwani
Learn more about Namrata's work at their website: https://tpconnects.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Dubai 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 connections on a global scale.
Jad Hindy on LinkedIn: linkedin.com/in/jadhindy
Learn more about Jad's work at their website: https://linktr.ee/expocitydubai
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 outdated tools and practices, using AI to uncover meaningful insights, streamline collaboration, and redefine success metrics.
If you are ready to understand how AI will transform the relationship between businesses and their customers and what it takes to lead in this era of change, this episode is essential listening. Learn how forward-thinking organizations are not just adapting but thriving in this new landscape.
John Finch on LinkedIn: linkedin.com/in/johnfinchjr
Learn more about John's work at their website: https://www.ringcentral.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 experience strategies to leveraging technology and understanding consumer needs.
Packed with practical ideas and forward-looking strategies, this episode is a must-listen for anyone aiming to stay ahead in the ever-changing world of customer experience.
Franck Ardourel on LinkedIn: linkedin.com/in/franckardourel
Learn more about Franck's work at their website: https://franckardourel.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 how brands can elevate loyalty into a meaningful art form, making customers feel truly seen, valued, and understood. Join us to learn how the perfect mix of human touch and technology can transform customer relationships and redefine loyalty.
Emma Logan on LinkedIn: linkedin.com/in/emmajlogan
Learn more about Emma's work at their website: https://www.majidalfuttaim.com/
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In 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 relationships, both within organizations and with customers.
This episode dives deep into rethinking traditional metrics and exploring how businesses can thrive by embracing adaptability and creating genuine, human-centered experiences. If you're ready to rethink what it means to truly connect in business and beyond, this conversation is one you won't want to miss.
Joe Sejean on LinkedIn: linkedin.com/in/jsejean
Learn more about Joe's work at their website: https://awards.employeeengagement.ae/
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In 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 and human interaction, leveraging AI, data lakes, and modular cloud applications to deliver personalized, meaningful experiences. Mohammad emphasizes the importance of continuous learning, adapting to rapid technological advancements, and fostering collaboration between startups and global enterprises.
Together, we discuss Dubai's unique role in shaping the future of CX and how these lessons apply on a global scale. This conversation offers actionable insights for professionals, startups, and anyone passionate about advancing customer experience.
Mohammad Mortada on LinkedIn: linkedin.com/in/mhmortada
Learn more about Mohammad's work at their website: https://www.oracle.com/
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We 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 you're shaping CX for a startup or leading transformation in a large organization, this episode offers valuable lessons on driving meaningful change and achieving lasting results.
Adrian Odgers on LinkedIn: linkedin.com/in/adrianmodgers
Learn more about Adrian's work at their website: https://wearelivegreen.com/
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In 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 the people they serve.
If you want to understand how innovation is reshaping experiences in the tax industry, this is one to tune into.
Carrie Hammond on LinkedIn: linkedin.com/in/cahammond
Learn more about Carrie's work at their website: https://www.intuit.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Another 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 industries undergoing rapid change.
Eline Koorndijk on LinkedIn: linkedin.com/in/eline-koorndijk-ll-m-5461b15
Learn more about Eline's work at their website: https://www.swisslife.ch/de/private/blog.html
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 to unite top CX professionals in offering insights, training, and community support. Tune in for a thoughtful and celebratory conversation on what CX Day is truly about: putting humanity at the heart of business.
Gregorio Uglioni on LinkedIn: linkedin.com/in/gregorio-uglioni
Learn more about Greg's work at their website: https://cxgoalkeeper.com/
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We 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 balance between technology and human connection, providing fresh ideas for navigating today’s digital landscape. Whether you're focused on streamlining CX processes or simply curious about the future of customer experience, this episode delivers practical insights for CX professionals and tech enthusiasts alike.
Leahanne Hobson on LinkedIn: linkedin.com/in/leahannehobsonalineapartners
Learn more about Leahanne's work at their website: https://alinea-partners.com/
Ragna Ghoreishi on LinkedIn:linkedin.com/in/ragnaghoreishi
Learn more about Ragna's work at their website: https://cleeng.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 improve their hiring processes to enhance their overall brand. Whether you're in CX or curious about the future of AI-driven business, this episode offers valuable insights and practical takeaways.
Reto Stöckli on LinkedIn: linkedin.com/in/reto-stoeckli-54755027
Learn more about Reto's work at their website: https://www.s-ge.com/en
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In 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 their digital lives. Anne-Sophie also highlights the critical role of transparency in building customer trust, especially in an industry where safeguarding personal data is essential.
Our conversation extends into the potential of AI to reshape customer support, helping agents become more effective and enhancing customer trust through innovation. Join us as we explore the evolving landscape of customer experience at the intersection of security, technology, and human connection.
Anne-Sophie Cuzacq on LinkedIn: linkedin.com/in/aslebreton
Learn more about Anne-Sophie's work at their website: https://www.dashlane.com/
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In 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 progress in both fields.
Join us for a conversation that challenges traditional approaches to learning and customer experience and brings fresh perspectives to the table.
Miguel Galaz on LinkedIn: linkedin.com/in/miguel-galaz
Learn more about Miguel's work at their website: https://www.aksharfoundation.org/
Akshar Foundation on Linkedin: https://www.linkedin.com/company/aksharfoundation/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 opportunities and fostering ambition in sports.
Tune in to hear how Tonsser is leveraging technology to unlock human potential and redefine youth sports.
Manuel Jorge on LinkedIn: linkedin.com/in/manuel-jorge
Learn more about Manuel's work at their website: https://tonsser.com/
Tonsser on Linkedin: https://www.linkedin.com/company/tonsser/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 of CX, where responsible AI and kindness shape digital interactions.
Join Dennis and Manu for a thought-provoking look at AI’s role in preserving the human touch in customer service.
Manu Pandey on LinkedIn: linkedin.com/in/pandeymanu
Learn more about Manu's work at their website: https://www.swissre.com/
Swiss Re on Linkedin: https://www.linkedin.com/company/swiss-re/
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Join 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-todorova
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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Live 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 redefine the future of customer experience. Join us for a thought-provoking discussion on the next evolution of CX.
Emilio Canessa on LinkedIn: linkedin.com/in/emiliocanessa
Learn more about Emilio's work at their website: https://dfinity.org/
DFINITY on Linkedin: https://www.linkedin.com/company/dfinity/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 measurements and create better experiences overall.
Maxie Schmidt on LinkedIn: linkedin.com/in/maxieschmidt
Learn more about Maxie's work at their website: https://www.forrester.com/
Forrester on Linkedin: https://www.linkedin.com/company/forrester-research/
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In 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, and the profound impact of empathy on healthcare marketing. Join us for this enlightening discussion on the intersection of marketing, healthcare, and human-centered innovation.
David Tran on LinkedIn: linkedin.com/in/davidtran2
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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 focus in any business.
Michael Thurow on LinkedIn: https://www.linkedin.com/in/michaelthurow/
Learn more about Michael's work at their website: https://www.shift11.com/
Shift11 on Linkedin: https://www.linkedin.com/company/shift11/
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Join 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 in the industry.
Don't miss this insightful discussion on how technology, customer care, and leadership converge in today's contact centers.
Vince Trotter on LinkedIn: linkedin.com/in/vincejtrot
Learn more about Vince's work at their website: https://www.nationaldebtrelief.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
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Join 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 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.
Don't miss this episode, which offers thoughtful insights on technology, customer care, and leadership in today's contact centers.
Kacey Tolua on LinkedIn: linkedin.com/in/kaceyfelilatolua
Learn more about Kacey's work at their website: https://careers.marriott.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
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This 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 service.
Lynda Harvey on LinkedIn: linkedin.com/in/lyndaharvey01
Learn more about Lynda's work at their website: https://www.kin.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
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In 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 a seamless customer journey in the ever-evolving landscape of virtual healthcare and e-commerce.
Colin Crowley on LinkedIn: linkedin.com/in/johnpatrickburke
Learn more about Colin's work at their website: https://www.wineenthusiast.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
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Join 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 and telephony in future CX strategies.
Tune in for a deep dive into the intersection of healthcare and technology, and learn how these advancements set the stage for the future of customer experience.
Colin Crowley on LinkedIn: linkedin.com/in/colin-s-crowley
Learn more about Colin's work at their website: https://www.mavenclinic.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
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Join 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 transformations and staying current in a rapidly changing industry. Kathy's story underscores the necessity of adaptability and foresight in tech and customer experience, making this episode essential for anyone interested in these fields.
Kathy Phelps on LinkedIn: linkedin.com/in/kathyphelpsclect
Learn more about Kathy's work at their website: https://c-lect.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
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Tune 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 us to discover how Tom's innovative strategies are setting the stage for a future where public sector services meet the fast-paced demands of today's customer needs.
Tom McCarty on LinkedIn: linkedin.com/in/tom-mccarty-empl-3400685
Learn more about Tom's work at their website: https://www.twc.texas.gov/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
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In 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 while preserving essential human interactions.
Tune in for an insightful discussion about the challenges and successes of implementing customer-focused strategies in the hospitality industry.
Natalie Beckerman on LinkedIn: linkedin.com/in/nataliedbeckerman1
Learn more about Natalie's work at their website: https://www.ihgplc.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
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Join 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 member interaction is efficient and personalized, from quick inquiries to detailed transactions.
Brent Nelson on LinkedIn: linkedin.com/in/brent-r-c-nelson-97661a5a
Learn more about Brent's work at their website: https://www.wellbyfinancial.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
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Tune 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 women leaders. She offers practical advice on career development and making a lasting impact in the customer experience sector. This episode provides personal insights and professional guidance, ideal for anyone looking to succeed in CX.
Cheryl China on LinkedIn: http://linkedin.com/in/cheryl-china-7223041
Learn more about Cheryl's work at their website: https://www.citizensbank.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
Send us a Text Message.
Join 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 after her tenure at Avaya to pioneering new customer experience strategies that significantly impact the tech industry globally.
Tune in for a deep dive into the intersections of innovation, leadership, and customer experience with one of the industry's most forward-thinking leaders.
Leahanne Hobson on LinkedIn: linkedin.com/in/leahannehobsonalineapartners
Learn more about Leahanne's work at their website: https://alinea-partners.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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We 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 Sprinkler 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 Sprinkler's innovative strategies to drive digital excellence in this diverse region under Dalia's leadership. Whether discussing the nuances of regional marketing or celebrating the vibrant innovation emanating from Dubai, this episode offers a profound look at the intersection of culture, technology, and customer experience.
Dalia Mansour on LinkedIn: linkedin.com/in/daliammansour
Learn more about Dalia's work at their website: https://www.sprinklr.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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In 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.
Join us to discover how Gabriella's vision and relentless drive have cultivated a dynamic workplace that champions well-being and empowers its team, consistently delivering unparalleled value to clients through innovative solutions and dedicated service.
Gabriella Coyne on LinkedIn: linkedin.com/in/gabriela-ziolkowska-coyne-28b7525b
Learn more about Gabriela's work at their website: https://opstalent.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Explore 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 for broader use.
Why Listen?
👉 Learn about the transformative approach Soaritude is taking with Salesforce.
👉 Gain insights from Carla Kossally's extensive experience in tech innovation.
👉 Understand the significance of user experience in today's digital landscape.
Tune in to CX in the Wild for a deep dive into how technology and innovation converge to create some of the industry's most needed solutions.
Carla Kossally on LinkedIn: linkedin.com/in/carla-kossally
Learn more about Carla's work at their website: https://soaritude.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 technology use.
Aaron Fischer on LinkedIn: linkedin.com/in/aaroncfischer
Learn more about how OP360 is leading the industry: https://www.op360.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 satisfaction and agent capabilities.
We explore Humach's journey towards automation, including the creation of Humach Labs, a platform for experimentation and innovation. Kelly stresses the importance of adopting AI to stay competitive, sharing success stories of improved efficiency and customer engagement.
Looking to the future, Kelly offers advice to aspiring leaders and innovators, encouraging them to embrace change and seek supportive environments for growth. This episode is a must-listen for those interested in the dynamic relationship between technology and human interaction in customer service.
Kelly Uhlrich on LinkedIn: linkedin.com/in/kelly-uhlrich-b9372a9
Learn more about Kelly's work at their website: https://humach.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Join 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, particularly for individuals with disabilities. This includes a groundbreaking initiative that introduced adapted Google Chromebooks for blind students in Belize.
Rossana addresses the importance of mental health awareness post-COVID, her ambitions to expand impactful projects into rural communities, and the critical support needed from the government in these efforts.
Tune in to discover Rossana Briceño's vision for a more inclusive Belize, her unwavering commitment to societal improvement, and her belief in the transformative power of collective action.
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Join 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 satisfaction are intertwined, underscoring the importance of leveraging AI to enhance operational efficiencies without losing the personal touch.
This episode offers a glimpse into Brad's vision for the future of customer service, where technology and human insight combine to create meaningful connections. Dive into Brad's insights and learn how the principles of empathy, innovation, and teamwork drive exceptional customer experiences in an ever-evolving landscape.
Brad Cleveland on LinkedIn: linkedin.com/in/bradcleveland1
Learn more about Brad's work at their website: https://www.icmi.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Join 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 journey through the CX landscape, from his early fascination with AI to witnessing its recent transformative effects in contact centers. Through examples like Expedia’s chat GPT-enabled travel planner, he illustrates AI's capability to engage in meaningful dialogues, making customer service more intuitive and personalized.
Moreover, Simon addresses the potential risks and ethical considerations of deploying AI, urging businesses to approach its adoption with awareness and preparedness. As we look towards 2024, Simon emphasizes the importance of experimenting with AI today to stay competitive and meet evolving customer expectations. This episode is a must-listen for anyone curious about the intersection of AI and customer experience, offering insights into how AI can amplify our human qualities rather than replace them.
Simon Kriss on LinkedIn: linkedin.com/in/simonkriss
Learn more about Simon's work at their website: https://cxii.com.au/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Dave 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. He shares insights into the transformative power of these maps, designed not only to be visually compelling but to drive empathetic understanding and action across all levels of an organization.
Listen as Dave discusses the challenges and triumphs of launching Seaton CX during the pandemic, leveraging the shift to remote work to pursue his passion for enhancing customer experience. His vision for 2024 is to expand his unique approach, the Dharma method, helping more businesses grow by genuinely meeting their customers' needs. Dave offers invaluable advice for executives on utilizing journey mapping to make impactful decisions. Join us for a fascinating conversation on the art and science of customer journey mapping with Dave Seaton.
Dave Seaton on LinkedIn: linkedin.com/in/daveseaton
Learn more about Simon's work at their website: seatoncx.com
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Diving 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 and human connection in customer interactions. With Freshworks at the helm, she illustrates a future where technology enhances rather than replaces the human element in customer service. The discussion also covers Freshworks' latest innovations, like instant coaching for agents and insightful analytics for leaders, illustrating a commitment to improving operational performance with AI.
Anna's insights invite listeners to explore AI's potential firsthand, underscoring the importance of staying engaged with emerging technologies. Join us for a forward-looking conversation on how Freshworks is shaping the future of customer experience with AI.
Anna Startseva on LinkedIn: linkedin.com/in/anna-startseva-b3b7a84
Learn more about Jason's work at their website: https://www.freshworks.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 collaboration, we explore how this platform mirrors the physical contact center environment, enabling supervisors and teams to interact as if they were physically together.
Listeners will gain insights into the strategic use of AI to maintain operational efficiency and data security, ensuring that the transition to remote work amplifies rather than diminishes team capabilities. This conversation not only highlights the platform's impact on call center operations but also its broader implications for fostering a more connected, efficient, and secure remote work culture across industries. Join us for an enlightening discussion on transforming transparency in telecommuting, showcasing a visionary approach to redefining remote work for customer experience professionals.
Jason Hiland on LinkedIn: linkedin.com/in/jasonhiland
Learn more about Jason's work at their website: https://collaborationroom.ai/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 rapid innovation adoption in Europe.
We delve into Simon's tech journey, Awaken Intelligence's origin, and their strategic use of generative AI to simplify customer interactions. This episode is a deep dive into how technology, when used wisely, can revolutionize customer service by empowering agents. Join us for a conversation on leveraging innovation for better customer experiences.
Simon Black on LinkedIn: linkedin.com/in/blacksimon
Learn more about Jonathan's work at their website: https://www.awaken.io/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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.
Join us to discover how CustomerHD leverages human connections and social responsibility, alongside technological advancements, to redefine industry success.
Jonathan Keane on LinkedIn: linkedin.com/in/jonathan-keane-customerhd
Learn more about Jonathan's work at their website: customerhd.com
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Join 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 contributions to Belize, including hurricane relief efforts and community development projects.
This episode offers a unique perspective on merging business acumen with a deep commitment to positive social impact. Listen in for Joe's insights on the transformative power of compassionate leadership and his advice for those seeking to make a meaningful difference in their professional and personal lives.
Joe Schmidt on LinkedIn: linkedin.com/in/josefschmidt
Learn more about Joe's work at their website: customerhd.com
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 developments remain aligned with ethical standards and moral considerations.
We also explore Eman's perspectives on hyper-personalization in AI, the importance of accurate user data, and her innovative ideas for revamping traditional terms and conditions to be more user-friendly and transparent. Eman's vision for AI in customer experience is both thought-provoking and inspiring, highlighting the need for continuous learning and adaptation in this fast-evolving field.
Join us for this enlightening conversation with Eman Talaat, as she provides valuable insights into the ethical dimensions of AI and its impact on the future of customer experience design.
Eman Talaat on LinkedIn: linkedin.com/in/emzynemzy
Learn more about Dina's work at their website: https://www.dge.gov.ae/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 approach that transcends traditional methods.
At Marfa Advisors, Dina focuses on creating impactful sustainability solutions that blend environmental, social, and economic benefits. This episode delves into her vision of incorporating sustainability into the fabric of business and societal structures, offering a compelling narrative of personal and professional triumph.
Join us for this engaging discussion with Dina Storey, as she sheds light on the importance of regenerative sustainability and her role in shaping a more sustainable and equitable future.
Dina Storey on LinkedIn: linkedin.com/in/dina-storey
Learn more about Dina's work at their website: https://marfaadvisors.co/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 explore his innovative approach to environmentalism and how it's making a tangible impact on our planet.
Connect with us:
Vikram Krishna on LinkedIn: linkedin.com/in/vikram-krishna-31b0025
Learn more about Vikram's work at their website: www.sacredgroves.earth
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 the intricacies of call center management while showcasing the innovative spirit needed in today's customer experience landscape.
Connect with us:
Sean Minter on LinkedIn: linkedin.com/in/seanminter
Learn more about Sean's work at their website: https://www.amplifai.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In this episode, I had the privilege of sitting down withLee 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 engaging conversation that simplifies the essence of CX while highlighting its complexities in the B2B landscape.
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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, and her work is making a difference one voice at a time.
Tune in and be part of the conversation!
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 starting your career, you'll find inspiration and practical wisdom to elevate your CX game.
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 example for young women entering the professional world.
Tune in to this engaging episode to discover how product experiences can transcend functionality and become cherished pieces of art.
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 the intersection of technology, leadership, and employee performance. If you're a leader looking to enhance your team's performance, this episode is a must-listen!
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Join 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 your business.
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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.
Join us for a fresh perspective on the world of customer experience and discover how an empathy-driven approach can elevate your business.
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Join 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 integral part of daily operations and strategy.
Her message is clear: consider both the emotional and rational aspects of your customers' lives, and strategically integrate CX into your operations to fulfill their needs.
Tune in to gain a fresh perspective on customer experience and learn how South African innovation is driving the future of CX worldwide.
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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 of care and creativity in crafting meaningful experiences, whether you're in CX, UX, design, or any field dedicated to making the world a better place.
Tune in and explore the art of experience innovation with Ismail Dawjee.
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In 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/denniswakabayashi
In 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 escalations by meticulously analyzing the data within these tickets, identifying emerging trends, and proactively addressing issues. Krishna also shared valuable insights drawn from an impressive list of clients, which includes heavyweights like Salesforce and Gainsight.
If you're curious about the future of customer support and the vast untapped potential of AI, you won't want to miss this enlightening discussion. Join us as we take a deep dive into the world of SupportLogic and the transformative power of AI in customer care.
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
In a recent conversation with Trent Rossini, Managing Director of inQuba, we uncovered an eye-opening perspective on the untapped efficiencies of African CX innovation. Africa, renowned for its dynamic tech environment, is emerging as a hub of value and innovation, particularly in the realm of customer experience.
Join us as we delve into the world of CX innovation in Africa, where achieving top-tier results doesn't always come with a premium price tag.
inQuba serves as a prime example, showcasing how high-caliber outcomes can be realized without the usual cost associated with world-class CX.
Join me in an engaging conversation with Jad Hindy, SVP of Marketing at Expo City, as we delve into how Dubai is not only shaping its own future but also revolutionizing holistic human experiences globally.
Expo City Dubai is rapidly emerging as a global landmark, setting unprecedented standards for customer and human experiences. By seamlessly integrating cutting-edge technology, sustainable practices, and an unwavering focus on individuals, it offers a glimpse into the future that every business leader should consider.
If you're seeking the next epicenter of innovation and brand potential, this conversation is your guide.
Join me as I sit down with Ginger Conlon, Thought Leadership Director at Genesys. With a distinguished career in editorial leadership, including roles as the chief editor of Direct Marketing News, 1to1, and CRM magazines, Ginger has continually driven change and innovation in marketing organizations. Her editorial vision has led to increased readership, engagement, and revenue.
In this episode, we delve into Ginger's multifaceted expertise, covering topics from customer experience and content marketing to sales and marketing strategy. We also explore the vision of Genesys, a global leader in orchestrating billions of remarkable customer experiences through cloud, digital, and AI technology.
Don't miss this opportunity to gain insights from a true industry trailblazer and learn how Genesys is shaping the future of customer experiences worldwide.
In this episode, I sit down with Tim Houlne, the Chief Executive Officer at Humach. Humach redefines customer interactions through a seamless fusion of human expertise and machine capabilities. With a commitment to enhancing customer experiences, Humach integrates the intuition and creativity of humans with the computational prowess and automation of machines.
Tim's leadership drives the innovation behind this unique approach, ensuring that businesses can provide unparalleled customer support and sales interactions.
Join us as we delve into the revolutionary blend of human and machine, uncovering how companies can deliver exceptional customer journeys through the harmonious partnership of technology and humanity. Tune in to gain insights from Tim's expertise and explore the forefront of customer experience transformation.
Join me for an illuminating conversation withLee-Anne Singer, Marketing Director of The Singer Group. With over 27 years in the industry, Lee-Anne's leadership has driven diverse businesses within South Africa's travel, hospitality, hotel, and property sectors.
Beyond business, Lee-Anne is a social entrepreneur, fostering change and job creation. Her roles on boards and accolades like the 2020 Gender Mainstreaming Positive Role Model Award showcase her impactful influence.
Discover the evolution of The Singer Group from a single travel agency to a thriving enterprise encompassing various sectors. Tune in to explore Lee-Anne's journey, leadership insights, and commitment to positive change.
Join me for an enlightening conversation with Dr. Hui Wu-Curtis, Founder of SupportU, a pioneering minority and woman-owned BPO. With over 20 years of strategic leadership experience, Dr. Hui has consistently driven organizational growth and success by combining visionary thinking, operational excellence, and innovative technology.
Dr. Hui's expertise in aligning business strategies with market trends shines as we discuss the importance of cross-functional collaboration, exceeding targets, and fostering innovation.
Don't miss this episode to gain insights from Dr. Hui's exceptional leadership journey.
BPOInnovation #StrategicLeadership #Empowerment #MinorityOwnedBusiness #WomenInLeadership
Join me for an eye-opening conversation with Wax Frias-Louden, Director of Business Development at ePerformax Contact Centers & BPO, as we explore the transformative impact of the BPO industry on the Philippines.
Discover how this industry has surged as a vital economic driver, creating millions of jobs and fostering economic growth. From urban modernization to skills development, the BPO sector's influence is far-reaching. We'll uncover its role in skills training,
technological advancement, and even its expansion into rural areas for inclusive development.
Tune in to learn how the BPO industry has not only shaped careers but also redefined the nation's economic landscape, making it a global outsourcing hub. Don't miss this episode to gain insights from Wax's expertise and explore how outsourcing has positively
reshaped the Philippines.
In this episode, I sit down with Rebecca Jones, the General Manager at Mosaicx, a visionary technology company revolutionizing customer and employee interactions. We dive into Mosaicx, a cloud-based product that leverages conversational AI, machine learning, and natural language processing technologies to automate interactions with customers and employees.
Through their innovative IVA technology, Mosaicx delivers fast, personalized service with industry-leading voice recognition and digital messaging capabilities, fostering positive interactions and improving customer and employee satisfaction.
Don't miss this episode as we explore the remarkable simplicity of conversational AI with Mosaicx and gain valuable insights from Rebecca's exceptional leadership journey. Tune in for a thought-provoking discussion on strategic thinking, continuous improvement, and creating collaborative and thriving teams.
In this episode, I speak with Ulysses Wong, CEO of Softmatter, a visionary technology company pioneering soft goods and wearables. Ulysses brings over 25 years of transformative leadership, scaling global tech businesses and creating new revenue streams.
Softmatter is dedicated to crafting complete next-to-skin solutions that revolutionize the way we live. They are pioneers in creating smarter textiles, integrating technology seamlessly into everything we wear and interact with. With a focus on wellness and fitness services, Softmatter is redefining wearable technology and smart textiles to transform our daily lives.
Join us as we dive into Ulysses Wong's visionary leadership, Softmatter's groundbreaking advancements, and the future of wearable technology. Don't miss this episode to gain insights from an industry expert and discover how Softmatter's innovative approach is reshaping the landscape of wearables and smart devices.
In this episode, I'm thrilled to sit down with Jennifer Bok, the AVP of IT Operations at Nationwide Insurance. Jennifer brings over 25 years of experience in operations, project management, and nurturing future leaders, making her insights invaluable.
Throughout our conversation, we explore the ever-changing landscape of technology, acknowledging the challenges of embracing innovation while recognizing the importance of balancing humanity and technology. Jennifer highlights the significance of employee experience and how it plays a pivotal role in achieving a harmonious balance.
Don't miss this enriching episode as we uncover the art of making every customer the hero of their own story.
In this episode, I sit down with Bernie Leas, the VP of Operations at Balsam Brands, a global eCommerce retailer specializing in holiday and home décor. Together, we'll delve into the fascinating world of seasonal marketing and uncover the strategies that drive success.
Explore topics such as strategic planning, supply chain optimization, and building cross-functional teams, all of which play a vital role in achieving impactful seasonal campaigns.
Discover how Balsam Brands prioritizes a people-first approach, fostering a culture of growth, authenticity, and community impact that brings joy to customers worldwide. Don't miss out on this opportunity to enhance your understanding of seasonal marketing strategies and their potential to create a lasting impact.
In this episode, I have the honor of interviewing Alice Marie Johnson, a fierce criminal justice reform advocate, renowned leader, speaker, and luminary in the movement. Alice shares her inspirational story of being granted clemency after serving over 21 years in federal prison for a nonviolent drug case, and how she's committed her life to helping others and fighting for criminal justice reform.
Alice provides invaluable advice, emphasizing the importance of empathy, understanding, and treating people just as people. She encourages us to look in the mirror and examine ourselves, to see if we are part of the problem and to take action to be part of the solution. Alice's story received worldwide attention when Kim Kardashian advocated for her release, and she has since been honored for her advocacy work and deemed a catalyst for the successful passage of the First Step Act.
As a published author and proud mother, grandmother, and great grandmother living in Chandler, Arizona, Alice continues to be a force for good, creating a cultural shift for restorative justice through her leadership of the Taking Action for Good Foundation (TAG).
Tune in to hear Alice's powerful story and learn from her invaluable insights on criminal justice reform.
In this episode, I have the pleasure of sitting down with Tom Kuhn, the Director of Strategic Accounts at Centrical, a cutting-edge company revolutionizing workforce engagement.
Join us as we explore how AI is transforming the way organizations deliver personalized coaching, training, and recognition to their front-line teams, all in real-time. Tom shares insights on Centrical's comprehensive platform, which combines performance management, microlearning, gamification, coaching, and the voice of the employee to drive employee success and growth.
Tune in for an engaging conversation that unveils the power of AI-driven solutions in enhancing customer experience and unlocking employee potential.
Join me as I speak with Jack Epsteen, the Head of Production at GSD&M Advertising. With over 25 years of experience in advertising digital, film, and broadcast production, Jack shared valuable insights on what it takes to create successful experiences, particularly at the renowned South by Southwest (SXSW) event.
He emphasized the importance of keeping things simple and exceptionally well executed. We discussed that successful CX is not about creating intimacy between brands and customers, but rather helping customers be the main character in their own story. It's crucial to act like you belong and not shove your brand in people's faces, all while understanding where people's heads are at. We also discussed the significance of authenticity, highlighting that it's effortless to spot inauthenticity. We compared it to a ball player in the end zone, suggesting that you should act like you've been there before.
Overall, this episode provides valuable insights into successful CX strategies, with a particular focus on the world-renowned SXSW event. Tune in to learn more from Jack's vast experience and expertise in the advertising industry.
In this episode, I have the pleasure of speaking with Alan Pendleton, CEO & Co-Founder of ArenaCX, about his passion for CX and how the industry can be used to make a positive impact on society. Alan shares his insights on the importance of connecting with consumers and the value of leveraging the CX industry not just for profit, but also to provide employment opportunities for disadvantaged populations.
He discusses the 5 steps to the outsourcing journey, including BPO partner identification, vetting, contract management, and change, and how Arena CX provides value propositions at each step. Alan also shares his vision for the future of Arena CX, including their Private Market concept and their plans to use digital technology for scope and scale with standardization.
Additionally, Alan touches on the potential of Generative AI in the industry and how it can and will change the industry for the better. Overall, this episode offers valuable insights into the importance of CX and how it can be used to benefit both businesses and society. Tune in to learn more from Alan's expertise and his grand vision for Arena CX.
Join me as I have the pleasure of speaking with Nate Brown, Senior Director of CX at Arise and Co-Founder of CX Accelerator, about the importance of maintaining energy and focus in CX. Nate is a thought leader and catalyst for those around him, and he shares his insights on the future of brand and marketing being rooted in community building.
We discuss how traditional marketing tactics focused solely on reach and inclusivity can be a recipe for failure, and instead emphasize the importance of cultivating relationships and building a good reputation. Nate stresses the value of authentic brands that have a compelling brand promise and set of core values that they defend to the end as they stand for something meaningful. He warns against the short-term thinking mentality and quarterly revenue stakeholder focus, advocating for a more long-term view and relationship building for successful CX.
Tune in to learn from Nate's expertise and discover how to create meaningful connections and purpose in your CX strategy.
Join me and Sonal Seth, Co-Founder of The Gamification Company, as we discuss the power of gamification in the business world. Sonal explains how gamification is not just about points, badges, and leaderboards, but is rooted in behavioral sciences and the science of play. She emphasizes the importance of knowing the outcome that a company wants to achieve with gamification, whether it be amplifying business performance, employee engagement, or learning outcomes.
Sonal also shares the top use case for gamification: behavioral transformation within organizations, which has shown marked improvements in attrition numbers and productivity. The Gamification Company delivers great numbers such as a 15% improvement in productivity in just three months through their unique approach to gamification.
Tune in to learn how gamification can help companies achieve their business objectives and engage their employees in a meaningful way.
Join me as I speak with Raluca Monet, the Global Partnerships Lead of Chrome OS, about the advantages of using Chrome OS in contact centers and BPO environments. Raluca explains how the pandemic highlighted the benefits of Chrome OS for remote work and how they quickly responded to the needs of businesses looking for a secure and reliable solution to keep agents productive while working from home.
She shares how they developed a program called Chrome Enterprise Recommended, which certifies leading contact center solutions and hardware as compatible with Chrome OS, giving customers peace of mind. Raluca also discusses how Chrome OS can save agents up to 20% of their time and increase the value they provide to their companies.
Additionally, she highlights the similarities between the needs of students in education and agents in contact centers, such as device provisioning, security, and privacy concerns. Tune in to discover how Chrome OS is transforming the contact center and BPO industries and helping businesses extend the life of their existing hardware.
Join me as I speak with Kevin Terrell, the Co-Founder and CEO of Birch.AI, a company that specializes in automating complex contact center workflows in real-time.
Kevin shares how Birch.AI marries AI technology with software and process understanding, making them great at what they do. We delve into how business leaders should be thinking in terms of the application of generative AI to the contact center. It's fascinating that Birch.AI was generative AI before generative AI was even a buzzword.
Listen in to learn more about how Birch.AI is reducing average handle time by up to 35% in healthcare, finance, and insurance contact centers.
Join me as I speak with Jerry Garcia, the Founder and CEO of ICON Solutions Group. Jerry shares his insights on the current state of the BPO industry in Guatemala and provides valuable tips for businesses looking to establish operations in the country.
He discusses the advantages of outsourcing to Guatemala, including the country's young and bilingual workforce, favorable business environment, and strategic location, as well as the challenges and opportunities in the industry.
Whether you're a business owner, entrepreneur, or aspiring BPO professional, this episode provides practical advice for navigating the business landscape in Guatemala and achieving success in the BPO industry.
Join me as I speak with Jim Iyoob, the Chief Customer Officer at Etech Global Services. He is an expert in customer experience and contact center operations. In our conversation, he emphasizes the importance of enhancing both the agent experience and customer experience and creating a culture that prioritizes people and value over money. Jim also stresses the need for the people building technology to have operational experience and a servant leadership culture.
If you want to learn how to make a successful customer experience strategy that prioritizes people and value, listen to Jim's expert insights on operational excellence and servant leadership.
Join me and Michelle Howard, the Founder and Creative Director of Flora Couture, as we dissect what makes a great customer experience. We discuss how truly listening to clients and their needs, fitting those exact needs and bringing them to life, mastering collaboration, and expanding on visions to evoke emotions are essential to creating unforgettable human experiences.
Join me and this powerhouse trio of Phoebe Elkins, Stefnie Howley, and Kristin Witten as we focus on women in the CX industry and their contributions to the field, highlighting the unique skills they bring, including empathy and relationship-building.
We celebrate women's achievements and challenges, emphasizing the importance of diversity and inclusion in the workplace. The conversation also touches on how women can support each other through networking, career development, and the
importance of self-care and work-life balance.
This episode provides valuable insights and inspiration for women in CX, showcasing the power of women supporting women in the workplace, while promoting a more inclusive environment.
Join me and Neil Taylor, the Founder of Schwa, as we explore the power of language in shaping our experiences and relationships. In this fascinating conversation, we delve into how language is embedded in every aspect of our lives and how recognizing its influence can lead to more effective communication and stronger relationships with our customers.
Join us for this thought-provoking discussion on how language can be a force for transformational change in the world of CX.
Join me and this powerhouse trio of Phoebe Elkins, Stefnie Howley, and Kristin Witten as we focus on women in the CX industry and their contributions to the field, highlighting the unique skills they bring, including empathy and relationship-building.
We celebrate women's achievements and challenges, emphasizing the importance of diversity and inclusion in the workplace. The conversation also touches on how women can support each other through networking, career development, and the
importance of self-care and work-life balance.
This episode provides valuable insights and inspiration for women in CX, showcasing the power of women supporting women in the workplace, while promoting a more inclusive environment.
Discover how to create engaging customer experiences by effectively combining marketing, engagement, and technology as I chat with Karan Thaker, Lead Design Strategist at Northwestern Mutual.
We'll explore how bridging these areas can result in compelling experiences that provide excellent value.
Join me and Anton Koojiman, founder of BeAddy, an online media planning tool that provides software for advertisers and agencies to organise their online advertising through media planning.
Anton discusses the pain points of marketing professionals and emphasizes the need for transparency in marketing metrics, giving media buyers a CX advantage. He saw the need for small businesses to scale up their operations and continue to innovate. BeAddy contextualizes CX marketing metrics where ad spend is, helping businesses achieve their CX goals.
Tune in to learn more about the exciting world of customer experience and how BeAddy is making a difference.
Join me and Neil Taylor, the Founder of Schwa, as we explore the power of language in shaping our experiences and relationships. In this fascinating conversation, we delve into how language is embedded in every aspect of our lives and how recognizing its influence can lead to more effective communication and stronger relationships with our customers.
Join us for this thought-provoking discussion on how language can be a force for transformational change in the world of CX.
Join me and Neal Topf, the leader of Callzilla, as we discuss the importance and impact of developing strong work ethics amidst today's "quiet quitting" culture. We also dive into how resourcefulness propels success and how transformative it can be when governments and private sectors take a hand in caring about people at the center of decision-making.
Join me and Michelle Howard, the Founder and Creative Director of Flora Couture, as we dissect what makes a great customer experience. We discuss how truly listening to clients and their needs, fitting those exact needs and bringing them to life, mastering collaboration, and expanding on visions to evoke emotions are essential to creating unforgettable human experiences.
Join me and Kelly Laporte, the VP of Operations at Reliant Teleservices, as we uncover the power of in-market context in the BPO industry and CX generally. We discuss the importance of keeping employees engaged by showing genuine care and concern. Letting teammates know that they are valued and are not replaceable is vital.
Join me and analyst, consultant, and keynote speaker Justin Robbins as we unpack the problem of re-curated and misguided content in the CX space. We discuss what we believe CX is and what it isn't.
People who are serving customers come in full capability at any size. It is vital to follow leaders who are constant students, who share what they know generously, and who put what they learn to practice.
Shawndra shares the industry secrets to creating a successful customer care organization as she reveals how to choose the best solution for your organization and the true costs of time and money it takes to implement. Best yet, she explains how successful leaders sell these solutions to internal teams and what to expect during the process.
In this episode you'll learn about the current state of transformation in the world of customer experience and how GPT is making customer care agents a new kind of brand superhero.
In this episode, we dive into the ever-evolving world of customer experiences and explore the ways in which technology, specifically GPT, is revolutionizing the customer care industry.
My guest, Aakrit Prasad, Co-founder of AptEdge, shares his expert insights on how GPT can be leveraged to streamline internal communication, prevent customer escalations and increase agent efficiency. Join us as we explore the power of GPT and its potential to transform the way organizations approach customer care.
Don't miss this thought-provoking conversation on how businesses can use GPT to improve customer experiences and drive success.
Join me and Jonathan Williams, the Founder & CEO of Chat Inc., as we uncover the power of social messaging as a new interface for businesses to engage with customers and customers to engage with brands. We also discuss the multidimensional aspects of conversational interfaces that enable more effective communication than pure text messaging.
Join me and Eric Colbert, the Co-Founder of Vouch Vault, as we expose the flaws and false trends of ratings and reviews. We discuss how positivity and authenticity while leveraging social media can reshape and constructively impact the recommendations space.
Join me and Carl Riley, the founder of Riley Group Inc., as we uncover how powerful the often undervalued toolbox of the creative community is in business. We highlight how visual designers, especially, tackle the unspoken psychology of human beings and the potential impact of discovering the connections between great CX insights and experience design.
Join me and Andy Schulkind, the Vice President of Customer Experience at Domino North America, as we dig into the significance of relationships and trust in all industries.
We'll take you on a fascinating journey into the world of serialization of consumer product goods and life sciences and scaling identification in the physical world.
Join me and Bob Keleher, the Director of Strategic Sales at ProcedureFlow, as we dive into the significance and evolution of knowledge management in CX. We discuss how making processes and procedures more visual can enable people to get what they need quicker, thereby elevating CX significantly. When frontline workers and executives work from the same visual workflow, gaps are filled, and productivity inevitably increases.
Join me as I elaborate on insights from the people I spoke with, what I found interesting about them, my inner thoughts, and behind-the-scenes input from season 1 of CX in the Wild.
Join me and Michael Lawder, the Chief Experience Officer at ASAPP, as we delve into the great significance of building CX cultures that normalize the unknown and empower teams to solve problems together anchored by a unified purpose.
Join me and Macario Namie, the Chief Marketing & Strategy Officer at ASAPP, as we talk about how machine learning and other AI disciplines can help make people twice as productive in the work they do.
Join me and Emily Gray, the Chief Customer Officer at Playvox, as we dive into the concept of intentional kindness. We unearth the notion of leading with kindness, knowing that kindness is not weakness. Shifting toward a balance in authenticity, being present, having a listening ear, and having the capacity to share is the key to transforming CX.
Join me and the CEO at eGain Corporation, Ashu Roy, as we discuss the evolution of digital customer service in the information economy.
Join 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.
Join 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.
Join 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.
Join 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.
Join 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.
Join 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.
Join 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.
Join 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.