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"Welcome to 'CX in The Wild,' where exploration meets innovation in the world of Customer Experience. Hosted by Dennis Wakabayashi, The Global Voice of CX, this captivating podcast journeys to the heart of the industry, often on location, to converse with the leaders and visionaries who are shaping the future of CX across various sectors worldwide.
Join Dennis as he uncovers the strategies, insights, and passions that drive these trailblazers, diving deep into their experiences, successes, and challenges. From Fortune 500 companies to vibrant startups, 'CX in The Wild' transcends boundaries, offering a global perspective that resonates with professionals from all walks of life.
With over three decades of experience and an influential presence in the CX field, Dennis engages listeners with compelling talks, inspiring stories, and practical wisdom, all woven into a narrative that educates and empowers. Each episode is a masterclass in understanding the importance of building genuine connections with customers and transforming customer-centric efforts into lasting success.
Whether you're a seasoned CX expert or a curious newcomer, 'CX in The Wild' is a passport to the diverse world of Customer Experience, filled with exclusive interviews, unparalleled insights, and the tools you need to excel. Join us as we venture into the wild terrains of CX, unlocking the secrets that enable businesses to thrive in an ever-changing landscape."
80 Episodes
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Send us a Text Message.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 Sprinklr in MIA. With a deep understanding of the region's unique cultural tapestry, Dalia brings strategic insight and a robust passion for digital innovation to our discussion.Throughout the episode, Dalia shares her extensive background in marketing and explores how varied cultural and ling...
Send us a Text Message.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 ...
Send us a Text Message.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...
Send us a Text Message.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...
Send us a Text Message.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, emphasiz...
Send us a Text Message.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 p...
Send us a Text Message.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 ami...
Send us a Text Message.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...
Send us a Text Message.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 c...
Send us a Text Message.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 a...
Send us a Text Message.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,...
Send us a Text Message.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 i...
Send us a Text Message.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 ...
Send us a Text Message.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...
Send us a Text Message.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-cen...
Send us a Text Message.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 ...
Send us a Text Message.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...
Send us a Text Message.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 A...
Send us a Text Message.In this episode, I had the privilege of sitting down with Lee Kemp, Vice President of Customer Experience at Veritiv, a global B2B distributor for packaging facility solutions, print, and more. Lee's journey in the world of customer experience is nothing short of remarkable. We delve deep into the complexities of B2B customer experience, where service design, operational efficiency, and scalability are key. Lee's focus on the fundamentals—listening and acting—provides a...
Send us a Text Message.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 plac...
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