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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."
144 Episodes
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Send us a text In this episode of CX in the Wild, we sit down with Ali Raza Shah to unpack a major shift that is reshaping our industry. Across the world, operators are struggling to monetize 5G and many already see it as the final generation built by carriers. As we look ahead, it is clear that the next wave of networks will be shaped by the industries that need them most, from healthcare to energy to real estate. We explore what this means for people and for the future of work. As ne...
Send us a text We continue our journey across continents and cultures, and this episode brings us together with Ladislau Batalha, a trusted leader who is helping shape the future of experience worldwide. From Dubai to Lisbon, Brazil to Vietnam, we see firsthand how our community is growing, connecting, and redefining what it means to create meaningful experiences in a world where expectations are rising fast. In this conversation, we explore the expanding intersection of CX and AI, the...
Send us a text 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 tha...
Send us a text 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 creat...
Send us a text 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 confi...
Send us a text 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 ...
Send us a text 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 cultur...
Send us a text 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 experienc...
Send us a text 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...
Send us a text 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...
Send us a text 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 volat...
Send us a text 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...
Send us a text 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. ...
Send us a text 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 me...
Send us a text 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....
Send us a text 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 leadershi...
Send us a text 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...
Send us a text 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 transformatio...
Send us a text 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 th...
Send us a text 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, profi...
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