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."
Episodes
144 episodes
The Future of Connectivity and the Rise of Human Skills
In this episode of CX in the Wild, we sit down with Ali Raza Shah to unpack a major shift that is reshaping our industry. Across the world, operators are struggling to monetize 5G and many already see it as the final generati...
The New Leaders Rising as CX and AI Reshape the World
We continue our journey across continents and cultures, and this episode brings us together with Ladislau Batalha, a trusted leader who is helping shape the future of experience worldwide. From Dubai to Lisbon, Brazil to Viet...
Vietnam’s Sophisticated Customer: Redefining Value in CX
Vietnam is one of the few places where customers can spot weak value almost instantly. In this episode of CX in the Wild, we’re in Ho Chi Minh City with Amalia Goux, a Romanian CX strategist who has spent the past eight years he...
Redefining Customer Experience Through Human Connection
From Dubai, a new generation of CX leaders is shaping the future with people, culture, and purpose at the core.In this episode of CX in the Wild, we sit down with Ahmed Hatem to explore why customer happiness is more than a metri...
Young Voices Shaping the Future of Customer Experience
The next generation of leaders is shaping the future of customer experience.In this episode of CX in the Wild, we meet Diogo Miranda, a young professional at Altice Portugal whose journey shows how curiosity, courage, and risk-ta...
The Bold Future of Rebranding
Rebranding isn’t just a marketing exercise, it’s a catalyst for transformation. In this episode of CX in the Wild, we explore how the smartest organizations use brand evolution to fuel growth, win new markets, and stay ahead of changing custome...
Redefining Work, Community and AI-Driven Value
Boris Petrovitch Njegosh, founder of R GENERATION, shares how the rise of remote work, AI and digital nomadism is transforming both business and life. From leading design thinking projects for global brands to helping small c...
Four Voices Every CX Leader Must Listen To
On this episode of CX in the Wild, we sit down with Manuela Doutel Haghighi, Director of Global Customer Experience and Success at Microsoft. With experience spanning continents and industries, Manuela shares how organizations can move b...
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From Heritage to Horizon: Why Brands Must Evolve
Rebranding is not about changing colors or updating a logo. It is a decisive move to align with the future.In this episode of CX in the Wild, our guest Peter Guirguis joins us to explore how brand evolution fuels growth, builds e...
Building Future Innovators Through Play
Filipe Ramos, CEO of Science4you, brings a powerful perspective on how play can drive the skills needed for tomorrow’s world. His approach combines STEM learning, creativity, and family connection to create products that go beyond entert...
The Quiet Revolution Reshaping Call Center Strategy
Trevor Clark, founder and CEO of ShyftOff, joins CX in the Wild to talk about what’s really happening at the intersection of entrepreneurship, workforce evolution, and the contact center of the future. With a platform that’s been called the “Ub...
From Metrics to Meaning: The CX Signal Brands Keep Missing
In this episode of CX in the Wild, we catch up with Anuj Bhalla, founder and CEO of serviceMob, live from Las Vegas at Customer Contact Week. This conversation goes beyond surface-level talk about CX metrics and dives straight into the r...
Keeping CX Human in an AI-Driven World
In this episode of CX in the Wild, we sit down with Raj Sivasubramanian, Vice President at QuestionPro and one of the boldest thinkers in customer experience today. QuestionPro has been with us from the early days, innovative, collaborat...
From Minutes to Moments: Rethinking Voice in the AI Era
From compliance to connection: navigating global voice isn’t for the faint of heart.We sat down with Mike Kaplan, CMO of Avoxi, to explore how a lean, globally distributed team is transforming voice into a competitive advantage f...
Voice, Vision, and the Rise of Agentic AI
John Finch from RingCentral is back on CX in the Wild, and this time he's talking real innovation. Not just AI buzzwords, but actual deployments that are reshaping the front lines of customer experience. We dig into how RingCentral’s new...
Culture Is the Real CX Strategy
We wrap our Las Vegas series with a voice that’s reshaping how companies lead their people. Adam Boelke, founder of the Alignment Advantage Group and a 30 year veteran of CX and operations, joins us on CX in the Wild.In this epis...
Beyond the Buzzwords: Real Talk on AI and Human-Centered Leadership
What happens when you bring a human-centered executive advisor to the frontlines of AI transformation? You get clarity, honesty, and a challenge to the status quo.In this episode of CX in the Wild, we sit down with Kalifa Oliver,...
Driving Outcomes in a World of Change
In this episode of CX in the Wild, we sit down with Raj Iyer, Chief Product Officer at Templum, Inc., to unpack what it really takes to drive enterprise change.From his years building products and teaching technology management, Raj sha...
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Customer Experience as the New Operating System for Business
Customer experience isn’t just a department. It is the backbone of business strategy. In this episode of CX in the Wild, we sit down with Ann Schirrmeister, Senior Research Manager at Suzy, to explore the power of customer data loyalty programs...
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The Business of CX: Turning Experience into Revenue
In this episode of CX in the Wild, we dive into a bold conversation with Camila Ferreira in Miami, fresh off the IQPC CX Exchange. With decades of experience across Latin America, Europe, and the US, Camila brings a sharp perspective on why CX ...
From Insights to Impact: Unlocking Business Growth with AI
The future of customer experience is evolving fast. In this episode, we sit down with Patricia Osorio, co-founder of Birdie AI, to explore how AI-driven insights are changing the way businesses understand and serve their customers.We di...
The Power of Experience: How Small Moments Create Big Impact
What does it mean to create real impact at work, in life, and in the world? In this episode, we sit down with Kiran Varri to explore leadership, customer experience, and personal growth. From the power of small moments to the lasting effects of...
CX Without Borders: Creating a Unified Approach to Customer Experience
Customer experience is evolving fast, and global standards are becoming essential for businesses to stay competitive. Ladislau Batalha joins the conversation to discuss how international CX certifications are shaping organizations from small st...
Winning in a Platform Economy: E-commerce Strategies for Growth
In this episode, we sit down with Lina Gallagher, a leader in e-commerce who has spent over a decade shaping online retail in the Middle East. This conversation is full of insights for brands looking to expand into the region and stay competiti...
Transforming Customer Experience with Technology and Human Connection
Muayad Kayyali joins us on CX in the Wild to share his journey from the front lines of contact centers to leading sales in the CCaaS space, an evolution that gives him a rare inside out perspective on what really drives CX success.We br...
