CX In The Wild
Dennis Wakabayashi
"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."
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Top 10 CX In The Wild Episodes
Goodpods has curated a list of the 10 best CX In The Wild episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to CX In The Wild for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite CX In The Wild episode by adding your comments to the episode page.
10/14/22 • 24 min
Join me as I speak with the pioneering innovators behind Sanas.AI, Sharath Keshava Narayana and Marty Massih Sarim.
This pioneering duo recently developed a revolutionary real-time accent translation platform that bridges the gap between countries and cultures around the world in a way never before possible. Truly one of the more important business transformations of all time.
11/18/24 • 53 min
In 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 and how her team works to empower individuals and businesses to protect their digital lives. Anne-Sophie also highlights the critical role of transparency in building customer trust, especially in an industry where safeguarding personal data is essential.
Our conversation extends into the potential of AI to reshape customer support, helping agents become more effective and enhancing customer trust through innovation. Join us as we explore the evolving landscape of customer experience at the intersection of security, technology, and human connection.
Anne-Sophie Cuzacq on LinkedIn: linkedin.com/in/aslebreton
Learn more about Anne-Sophie's work at their website: https://www.dashlane.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Transforming CX: From Metrics to Meaningful Experiences
CX In The Wild
10/22/24 • 34 min
In 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’s practical advice will help organizations shift to more meaningful, human-centered measurements and create better experiences overall.
Maxie Schmidt on LinkedIn: linkedin.com/in/maxieschmidt
Learn more about Maxie's work at their website: https://www.forrester.com/
Forrester on Linkedin: https://www.linkedin.com/company/forrester-research/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
04/22/24 • 47 min
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
Pioneering Salesforce Simplicity
CX In The Wild
04/26/24 • 58 min
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
05/24/24 • 46 min
We dive into the dynamic intersection of digital transformation and cultural diversity across the Middle East and Africa (MIA) with our guest, Dalia Mansour, Head of Marketing for Sprinklr in MIA. With a deep understanding of the region's unique cultural tapestry, Dalia brings strategic insight and a robust passion for digital innovation to our discussion.
Throughout the episode, Dalia shares her extensive background in marketing and explores how varied cultural and linguistic landscapes shape unique customer experiences.
Join us as we uncover Sprinklr's innovative strategies to drive digital excellence in this diverse region under Dalia's leadership. Whether discussing the nuances of regional marketing or celebrating the vibrant innovation emanating from Dubai, this episode offers a profound look at the intersection of culture, technology, and customer experience.
Dalia Mansour on LinkedIn: linkedin.com/in/daliammansour
Learn more about Dalia's work at their website: https://www.sprinklr.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
07/09/24 • 40 min
Join us on this inspiring episode of "CX in the Wild," where we dive into the world of Leahanne Hobson, the founder of Alinea Partners and a transformative leader in customer experience. With an extensive background in high tech and telecommunications, Leahanne has revolutionized channel ecosystems across global IT and telecom companies through her innovative approaches to sales readiness and managed services.
Discover how her unique B2B secret shopping program has shaped hardware, software, and service offerings across nearly 800 high-tech companies worldwide. Leahanne shares her journey from starting Alinea Partners after her tenure at Avaya to pioneering new customer experience strategies that significantly impact the tech industry globally.
Tune in for a deep dive into the intersections of innovation, leadership, and customer experience with one of the industry's most forward-thinking leaders.
Leahanne Hobson on LinkedIn: linkedin.com/in/leahannehobsonalineapartners
Learn more about Leahanne's work at their website: https://alinea-partners.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
08/06/24 • 18 min
Join us on "CX in the Wild" for a lively conversation live from CCW with Brent Nelson, President of the Virtual Communication Center at Wellby Financial.
Brent shares his 15-year journey in financial services, emphasizing the crucial role of digital transformation within the sector. He discusses how credit unions are racing to adopt new technologies to enhance member experiences and meet customers' rising expectations, influenced by leading service providers across various industries.
Discover how Wellby Financial integrates these innovations to provide seamless service across multiple channels, ensuring that every member interaction is efficient and personalized, from quick inquiries to detailed transactions.
Brent Nelson on LinkedIn: linkedin.com/in/brent-r-c-nelson-97661a5a
Learn more about Brent's work at their website: https://www.wellbyfinancial.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
Climbing the Ranks: Lessons in Leadership and Empathy
CX In The Wild
08/05/24 • 29 min
Tune in to a special episode of "CX in the Wild," live from CCW with Cheryl China from Citizens Bank. Cheryl, who has advanced from a phone specialist to SVP overseeing retail servicing teams over her 26-year tenure, shares her journey in customer experience. She emphasizes the crucial importance of human interaction in CX, even as AI becomes more prevalent, and discusses the power of empathy and personal connections in service roles.
Looking ahead to her retirement, Cheryl focuses on leaving a legacy of kindness, teamwork, and mentorship, especially for emerging women leaders. She offers practical advice on career development and making a lasting impact in the customer experience sector. This episode provides personal insights and professional guidance, ideal for anyone looking to succeed in CX.
Cheryl China on LinkedIn: http://linkedin.com/in/cheryl-china-7223041
Learn more about Cheryl's work at their website: https://www.citizensbank.com/
Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
Learn a better way to outsource: https://www.op360.com/
08/16/22 • 22 min
Join the CEO & Founder of MVision, Maury Noun, and me as we discuss the fascinating BPO industry birthed in Lebanon, primarily employing uniquely skilled women in the middle east amidst significant inflation.
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FAQ
How many episodes does CX In The Wild have?
CX In The Wild currently has 104 episodes available.
What topics does CX In The Wild cover?
The podcast is about Marketing, Management, Customer Service, Reality, Podcasts, Technology, Business, Communications and Customer Experience.
What is the most popular episode on CX In The Wild?
The episode title 'Shaping Exceptional Journeys: Insights from a CX Pioneer' is the most popular.
What is the average episode length on CX In The Wild?
The average episode length on CX In The Wild is 29 minutes.
How often are episodes of CX In The Wild released?
Episodes of CX In The Wild are typically released every 6 days, 4 hours.
When was the first episode of CX In The Wild?
The first episode of CX In The Wild was released on Aug 2, 2022.
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