The Holistic Approach: Viewing CX Beyond Individual Interactions With Dennis Wakabayashi

In this insightful episode of “Glassix Spotlight,” we take a holistic approach to customer experience (CX) with the global voice of CX, Dennis Wakabayashi. As the founder of Team Wakabayashi, a company at the forefront of Customer Experience and Content Marketing, Dennis has played a pivotal role in shaping the CX landscape. He is also the creator of the 'CX Update' newsletter, further solidifying his position as a thought leader in the industry.


Join us as we explore the following key questions with Dennis:

- How are brands evolving from isolated interactions to holistic, continuous customer journeys, and what does a continuous customer journey truly entail?


- Can you highlight a brand that has successfully delivered a consistent and delightful experience across all touchpoints, drawing from your experience working with industry giants like FedEx, AT&T, and McDonald’s?


- What is the significance of AI in mapping out and enhancing these continuous customer journeys?


- How do brands balance personalization and data privacy in the quest for a 360-degree view of customers?


- What are the challenges associated with creating and maintaining all-encompassing customer journeys, and how can businesses navigate these challenges effectively?


Dennis's wealth of knowledge and firsthand experience promise to provide listeners with a comprehensive understanding of the intricacies involved in delivering a seamless customer experience. Whether you're a CX professional or simply interested in the dynamics of customer interactions, this episode is not to be missed.