Innovation in the Ever-Evolving Landscape of CX

On this episode, Amelia welcomes Dennis Wakabayashi, Customer Experience Consultant at Team Wakabayashi, International Innovation Advisor at Cemantica, and Digital Marketing Instructor at the University of Wisconsin-Madison. During this conversation, Dennis and Amelia discuss: - The first ever interaction Dennis had at a CX event, which was with NICE. - The importance he places on capturing the stories of the innovators, people and products that shape the CX industry today. - The role that the algorithms play in the relevancy of the people in CX. - The measurable increased success of brands that embrace technology. - The struggle some CX programs have with getting alignment within the organization. - The difference between customer care-focused CX and marketing-focused CX. - The rise of AI and how it will spearhead innovation and growth. - The ways an internal campaign around a CX initiative can reap infinite rewards. Resources mentioned: Dennis Wakabayashi - https://www.linkedin.com/in/denniswakabayashi/ Team Wakabayashi - https://www.linkedin.com/company/teamwakabayashi/ Cemantica - https://www.linkedin.com/company/cemantica/ University of Wisconsin-Madison - https://www.linkedin.com/school/uwmadison/ This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. #CXO #CX #ContactCenter #CustomerService #CustomerExperience