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."
CX In The Wild
Leading with Technology: A New Era in Customer Engagement
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
