CX In The Wild Dennis Wakabayashi

Explore the forefront of Salesforce innovation in this episode of CX in the Wild, featuring Carla Kossally, CEO and founder of Soaritude. Discover how Soaritude is transforming Salesforce into a more accessible and user-friendly platform for businesses of all sizes.

Carla shares her journey from a seasoned global consultant to a tech innovator, revealing how her company breaks down technological barriers with innovative, template-based solutions. This episode dives into the challenges and triumphs of creating a tech startup, the power of user experience enhancement, and the impact of simplifying complex technologies for broader use.

Why Listen?
👉 Learn about the transformative approach Soaritude is taking with Salesforce.
👉 Gain insights from Carla Kossally's extensive experience in tech innovation.
👉 Understand the significance of user experience in today's digital landscape.


Tune in to CX in the Wild for a deep dive into how technology and innovation converge to create some of the industry's most needed solutions.

Carla Kossally on LinkedIn: linkedin.com/in/carla-kossally

Learn more about Carla's work at their website: https://soaritude.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

In this episode of "CX in the Wild," we explore with Aaron Fischer from OP360 how athletic discipline influences leadership and enhances customer experience.

Aaron shares how a commitment to health and teamwork is integral to OP360's culture, driving performance and innovation. We discuss the strategic implementation of AI to streamline processes and elevate service quality, positioning OP360 as a leader in customer engagement solutions.

Join us to understand how OP360's approach strengthens its team and consistently delivers superior value to clients through innovative solutions and smart technology use.

Aaron Fischer on LinkedIn: linkedin.com/in/aaroncfischer

Learn more about how OP360 is leading the industry: https://www.op360.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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

Join us for an engaging conversation with Rossana Briceño, Belize's Special Envoy for Families and Children and the Prime Minister's wife. Rossana shares insights from her journey from special education to a pivotal role in driving societal change in Belize.

In this episode, Rossana discusses her involvement in the 'Engaging Men and Boys' training, which aims to transform societal attitudes and diminish gender-based violence. She outlines the obstacles she faces in her position and her commitment to fostering real change.

We also explore her efforts to enhance inclusivity, particularly for individuals with disabilities. This includes a groundbreaking initiative that introduced adapted Google Chromebooks for blind students in Belize.

Rossana addresses the importance of mental health awareness post-COVID, her ambitions to expand impactful projects into rural communities, and the critical support needed from the government in these efforts.

Tune in to discover Rossana Briceño's vision for a more inclusive Belize, her unwavering commitment to societal improvement, and her belief in the transformative power of collective action.

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

Join us for an enlightening conversation with Brad Cleveland, a luminary in customer experience and service. Brad shares his unexpected journey from aspiring attorney to a leader in CX, highlighting his influential role in shaping the industry through his work with the International Customer Management Institute (ICMI) and beyond.

Brad reflects on the digital revolution of the 2000s and its impact on customer service, emphasizing the need for a human-centric approach amidst the rise of generative AI. He advocates for a holistic view of customer experience, where employee engagement and customer satisfaction are intertwined, underscoring the importance of leveraging AI to enhance operational efficiencies without losing the personal touch.

This episode offers a glimpse into Brad's vision for the future of customer service, where technology and human insight combine to create meaningful connections. Dive into Brad's insights and learn how the principles of empathy, innovation, and teamwork drive exceptional customer experiences in an ever-evolving landscape.

Brad Cleveland on LinkedIn: linkedin.com/in/bradcleveland1

Learn more about Brad's work at their website: https://www.icmi.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

Join us as we dive into the world of AI and customer experience with Simon Kriss, director of the CX Innovation Institute in Australia. Simon unravels the complexities of AI in the customer service domain, explaining its current state, potential, and the myths surrounding it. Unlike the clunky chatbots of yesterday, Simon envisions a future where conversational and generative AI work in harmony, creating chat experiences that feel genuinely human.

This shift promises not only to enhance customer interactions but to revolutionize operational efficiency and agent support. Simon also shares his journey through the CX landscape, from his early fascination with AI to witnessing its recent transformative effects in contact centers. Through examples like Expedia’s chat GPT-enabled travel planner, he illustrates AI's capability to engage in meaningful dialogues, making customer service more intuitive and personalized.

Moreover, Simon addresses the potential risks and ethical considerations of deploying AI, urging businesses to approach its adoption with awareness and preparedness. As we look towards 2024, Simon emphasizes the importance of experimenting with AI today to stay competitive and meet evolving customer expectations. This episode is a must-listen for anyone curious about the intersection of AI and customer experience, offering insights into how AI can amplify our human qualities rather than replace them.

Simon Kriss on LinkedIn: linkedin.com/in/simonkriss

Learn more about Simon's work at their website: https://cxii.com.au/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi