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. Creating Unexpected Wins in Customer Experience

    14 HR. AGO

    Creating Unexpected Wins in Customer Experience

    Send us a textIn this episode of CX in the Wild, recorded in Zurich, Switzerland, we sit down with Reto Stöckli, a digital transformation specialist in sales and marketing. We explore the growing role of AI in reshaping customer engagement and how businesses can leverage CRM and lead scoring to create deeper connections. Reto also highlights the importance of fostering a culture that empowers employees to deliver exceptional customer experiences and shares how the unexpected "wins" for custom...

    32 min
  2. How AI and CX Intersect to Protect and Engage in a Secure World

    2 DAYS AGO

    How AI and CX Intersect to Protect and Engage in a Secure World

    Send us a textIn this episode of CX in the Wild, we’re joined by Anne-Sophie Cuzacq, a seasoned CX leader currently based in Lisbon and leading a team dedicated to enhancing digital security and customer support. With over 20 years of experience in the industry, she shares her journey from building customer support teams from the ground up to navigating the complex world of digital identity and security.We discuss the challenges of password management in an era of paramount online security an...

    54 min
  3. Beyond Traditional Methods: A Fresh Take on Education and CX

    NOV 12

    Beyond Traditional Methods: A Fresh Take on Education and CX

    Send us a textIn this episode of CX in the Wild, we meet with operations and customer experience consultant Miguel Galaz in Lisbon, Portugal. Miguel, with a background spanning multiple countries and sectors, discusses his journey from a global childhood to developing innovative educational approaches and advising in customer experience.Miguel shares his involvement in an education model that empowers students through peer mentorship, fostering a deeper understanding and sense of responsibili...

    47 min
  4. Building Sports Dreams with Innovation and Opportunity

    NOV 11

    Building Sports Dreams with Innovation and Opportunity

    Send us a textIn this episode of CX in the Wild recorded in Lisbon, Portugal, we chat with Manuel Jorge, Global CX Manager at Tonsser, about how this app is transforming youth football. Tonsser empowers young players to track their stats, receive peer recognition, and even catch the attention of scouts, opening up new pathways in the sport.Manuel shares how Tonsser builds community and supports players at all skill levels, whether they’re aiming for the pros or simply honing their skills. We ...

    31 min
  5. Reimagining Customer Experience: The Power of Responsible AI and Empathy

    NOV 9

    Reimagining Customer Experience: The Power of Responsible AI and Empathy

    Send us a textIn this episode of CX in the Wild, Dennis connects with Manu Pandey from Swiss Re at the Pronovea Global Innovation Summit in Vienna. Manu, with 22 years of experience starting as a contact center agent in India, shares his insights on how AI and empathy can transform customer experience. Together, they explore the true purpose of technology: enhancing human connection, not replacing it. Manu discusses how AI can empower agents to deliver compassionate, intuitive service by unde...

    38 min
  6. Unlocking the power of Commercial Excellence and Digital Transformation in CX

    NOV 7

    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
  7. Scaling CX with Decentralized Technology: A Global Perspective

    NOV 6

    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
  8. 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
See All (101)

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
    101
  • Rating
    Clean
  • Copyright
    © 2024 CX In The Wild
  • Show Website
    CX In The Wild

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