CX In The Wild
"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."
Episodes
127 episodes
Driving Outcomes in a World of Change
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 sha...
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Season 10
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Episode 8
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35:58
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Customer Experience as the New Operating System for Business
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...
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Season 10
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Episode 7
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36:40
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The Business of CX: Turning Experience into Revenue
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 ...
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Season 10
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Episode 6
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56:23
From Insights to Impact: Unlocking Business Growth with AI
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 di...
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Season 10
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Episode 5
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51:50
The Power of Experience: How Small Moments Create Big Impact
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...
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Season 10
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Episode 4
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28:37
CX Without Borders: Creating a Unified Approach to Customer Experience
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 st...
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Season 10
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Episode 3
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24:04
Winning in a Platform Economy: E-commerce Strategies for Growth
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 competiti...
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Season 10
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Episode 2
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32:59
Transforming Customer Experience with Technology and Human Connection
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 br...
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Season 10
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Episode 1
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11:46
Beyond Policies: Human-Centered Employee Support
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, ...
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Season 9
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Episode 15
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38:18
Human-Friendly Tech: Smarter Decisions in a Fast-Moving World
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 Fr...
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Season 9
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Episode 14
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39:54
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Lessons in CX: What Customers and Competitors Can Teach Us
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 to...
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Season 9
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Episode 13
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37:35
Curiosity, Leadership, and the Path to Customer Excellence
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 empowe...
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Season 9
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Episode 12
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35:27
Exploring the Future of CX in a Rapidly Evolving World
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 s...
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Season 9
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Episode 11
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30:04
AI, Accessibility, and the Next Frontier of Customer Experience
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 o...
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Season 9
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Episode 7
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41:02
Revolutionizing Airline Retail: The Future of CX in Aviation
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, m...
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Season 9
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Episode 10
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31:15
Dubai's Blueprint for CX Excellence: A Global Perspective
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...
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Season 9
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Episode 9
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25:38
AI’s Role in Transforming Customer Experience and Business Strategy
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 RingCe...
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Season 9
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Episode 8
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31:27
AI and the Next Era of Customer Experience
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...
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Season 9
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Episode 6
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34:13
Creating Emotional Connections That Build True Loyalty
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 ...
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Season 9
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Episode 5
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19:59
Building Adaptability in a Changing World of CX
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, fa...
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Season 9
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Episode 4
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28:46
The Evolving Intersection of Data, AI, and Human Connection
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.Dr...
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Season 9
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Episode 3
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31:13
CX Transformation at the Intersection of Innovation and Strategy
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 transformin...
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Season 9
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Episode 2
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24:43
AI and the Future of Tax Professional Services
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-...
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Season 9
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Episode 1
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29:04
Navigating CX Innovation in a Complex Industry
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...
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Season 8
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Episode 13
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37:18
The Power of Human-Centric Transformation in CX
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...
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Season 8
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Episode 12
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22:21
