CX In The Wild

Dennis Wakabayashi
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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."

  1. Unlocking the power of Commercial Excellence and Digital Transformation in CX

    1 DAY AGO

    Unlocking the power of Commercial Excellence and Digital Transformation in CX

    Send us a textJoin us in Zurich for a conversation with Olga Todorova, a leader in customer experience, business excellence, and digital transformation. With a rich background in product management, financial services, and leadership roles in global industries like chemicals and agriculture, Olga dives into the critical aspects of CX that many overlook. She shares her strategies on effective customer segmentation, the power of digitalization, and how to bridge the gap between back-office func...

    31 min
  2. Scaling CX with Decentralized Technology: A Global Perspective

    1 DAY AGO

    Scaling CX with Decentralized Technology: A Global Perspective

    Send us a textLive from Zurich, this episode of CX in the Wild explores how blockchain is transforming customer experience with Emilio Canessa, Head of Global Adoption at DFINITY. Emilio, a global blockchain leader, shares how decentralized technology is enhancing data privacy, identity management, and security, empowering users with greater control over personal information and opening new avenues for CX personalization.We also explore innovative decentralized growth models that bring togeth...

    34 min
  3. Transforming CX: From Metrics to Meaningful Experiences

    OCT 22

    Transforming CX: From Metrics to Meaningful Experiences

    Send us a textIn this episode, we sit down with Maxie Schmidt, a CX expert from Forrester, to dive into the challenges of measuring customer experience. Maxie shares her insights on how traditional metrics, like NPS, often fail to capture the full picture, leading companies to miss the human element of both customer and employee experiences.We explore the risks of over-reliance on data, the role of AI in sentiment analysis, and the importance of using metrics that reflect real CX goals. Maxie...

    34 min
  4. The Intersection of Healthcare and Customer Experience

    OCT 14

    The Intersection of Healthcare and Customer Experience

    Send us a textIn this special episode of CX in the Wild, we’re in Frankfurt, Germany, for an engaging and unscripted conversation with David Tran, the Global Marketing Team Lead at Boehringer Ingelheim. We explore his unique insights into customer experience, patient care, and the crossover between empathy and strategy in the pharmaceutical industry.David shares his journey from working as a community pharmacist in Australia to leading global marketing efforts for a rare pulmonary disease. We...

    32 min
  5. Crafting Lovable Experiences: A Deep Dive into CX Design

    SEP 26

    Crafting Lovable Experiences: A Deep Dive into CX Design

    Send us a textIn this special edition of CX in the Wild, recorded in Vienna, Austria, we sit down with Michael Thurow, co-founder of Shift11, to explore his unique journey from architecture to customer experience innovation. Michael shares how his diverse background has shaped his approach to designing meaningful customer experiences. We discuss the importance of understanding customer needs, the power of iteration in innovation, and how love and empathy can guide us in creating experiences t...

    40 min
  6. Elevating Customer Experience: Insights from the Frontlines

    AUG 22

    Elevating Customer Experience: Insights from the Frontlines

    Send us a textJoin us on CX in the Wild as we sit down with Vince Trotter from National Debt Relief at Customer Contact Week. Vince shares his insights into leading a client success team in the debt settlement industry, emphasizing the importance of empathy and culture in handling complex and sensitive customer interactions. Discover how advanced training techniques and innovative AI solutions revolutionize agent preparation and support in their roles. We also explore the future of AI in cust...

    15 min
  7. Real-Time Solutions and Leadership in Modern Contact Centers

    AUG 15

    Real-Time Solutions and Leadership in Modern Contact Centers

    Send us a textJoin us for this insightful episode of CX in the Wild at CCW 2024 in Las Vegas. Our guest is Kacey Tolua, Senior Director at Marriott International, who oversees the Center of Excellence technology and global infrastructure for Marriott's customer engagement centers. In this conversation, we discuss the significant changes in the customer service industry, especially the impact of AI, and the real-world challenges and opportunities it presents. Kacey shares her expertise on the ...

    21 min
  8. Balancing Automation and Empathy in Modern Customer Service

    AUG 12

    Balancing Automation and Empathy in Modern Customer Service

    Send us a textThis CX in the Wild episode welcomes Lynda Harvey, Director of Customer Service and Account Management at Kin Insurance. Lynda shares her insights and vision for the call center industry, emphasizing the importance of intentional leadership and the evolving role of AI in customer service. We discuss the balance between automation and human touch, the impact of regulatory changes in the insurance sector, and the future of customer experience in a rapidly changing world. Tune in f...

    23 min
See All (96)

About

"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."

Information

  • Creator
    Dennis Wakabayashi
  • Years Active
    2022 - 2024
  • Episodes
    96
  • Rating
    Clean
  • Copyright
    © 2024 CX In The Wild
  • Show Website
    CX In The Wild

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