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
140 episodes
Young Voices Shaping the Future of Customer Experience
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-ta...
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Season 11
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Episode 6
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17:43
The Bold Future of Rebranding
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 custome...
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Season 11
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Episode 5
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38:24
Redefining Work, Community and AI-Driven Value
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 c...
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Season 11
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Episode 4
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40:17
Four Voices Every CX Leader Must Listen To
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 b...
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Season 11
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Episode 3
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22:34
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From Heritage to Horizon: Why Brands Must Evolve
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 e...
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Season 11
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Episode 2
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59:27
Building Future Innovators Through Play
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 entert...
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Season 11
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Episode 1
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45:03
The Quiet Revolution Reshaping Call Center Strategy
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 “Ub...
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Season 10
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Episode 15
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32:56
From Metrics to Meaning: The CX Signal Brands Keep Missing
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 r...
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Season 10
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Episode 14
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50:42
Keeping CX Human in an AI-Driven World
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, collaborat...
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Season 10
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Episode 13
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27:50
From Minutes to Moments: Rethinking Voice in the AI Era
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 f...
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Season 10
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Episode 12
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23:58
Voice, Vision, and the Rise of Agentic AI
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...
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Season 10
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Episode 11
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32:21
Culture Is the Real CX Strategy
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 epis...
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Season 10
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Episode 10
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21:12
Beyond the Buzzwords: Real Talk on AI and Human-Centered Leadership
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,...
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Season 10
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Episode 9
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24:26
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
