On this episode, Amelia welcomes Dennis Wakabayashi, Customer Experience Consultant at Team Wakabayashi, International Innovation Advisor at Cemantica, and Digital Marketing Instructor at the University of Wisconsin-Madison. During this conversation, Dennis and Amelia discuss:

- The first ever interaction Dennis had at a CX event, which was with NICE.
- The importance he places on capturing the stories of the innovators, people and products that shape the CX industry today.
- The role that the algorithms play in the relevancy of the people in CX.
- The measurable increased success of brands that embrace technology.
- The struggle some CX programs have with getting alignment within the organization.
- The difference between customer care-focused CX and marketing-focused CX.
- The rise of AI and how it will spearhead innovation and growth.
- The ways an internal campaign around a CX initiative can reap infinite rewards.


Resources mentioned:

Dennis Wakabayashi - https://www.linkedin.com/in/denniswakabayashi/
Team Wakabayashi - https://www.linkedin.com/company/teamwakabayashi/
Cemantica - https://www.linkedin.com/company/cemantica/
University of Wisconsin-Madison - https://www.linkedin.com/school/uwmadison/


This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions.




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