CX In The Wild

By: Dennis Wakabayashi
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  • Summary

  • "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."
    © 2024 CX In The Wild
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Episodes
  • Crafting Lovable Experiences: A Deep Dive into CX Design

    Crafting Lovable Experiences: A Deep Dive into CX Design
    Sep 26 2024

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    In this special edition of CX in the Wild, recorded in Vienna, Austria, we sit down with Michael Thurow, co-founder of Shift11, to explore his unique journey from architecture to customer experience innovation.

    Michael shares how his diverse background has shaped his approach to designing meaningful customer experiences. We discuss the importance of understanding customer needs, the power of iteration in innovation, and how love and empathy can guide us in creating experiences that truly connect. This episode offers a thoughtful conversation on the intricacies of making customer experience a central focus in any business.

    Michael Thurow on LinkedIn: https://www.linkedin.com/in/michaelthurow/

    Learn more about Michael's work at their website: https://www.shift11.com/

    Shift11 on Linkedin: https://www.linkedin.com/company/shift11/

    Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi
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    40 mins
  • Elevating Customer Experience: Insights from the Frontlines

    Elevating Customer Experience: Insights from the Frontlines
    Aug 22 2024

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    Join us on CX in the Wild as we sit down with Vince Trotter from National Debt Relief at Customer Contact Week. Vince shares his insights into leading a client success team in the debt settlement industry, emphasizing the importance of empathy and culture in handling complex and sensitive customer interactions.

    Discover how advanced training techniques and innovative AI solutions revolutionize agent preparation and support in their roles. We also explore the future of AI in customer service, the challenges of maintaining high-quality support across diverse markets, and the exciting developments in the industry.

    Don't miss this insightful discussion on how technology, customer care, and leadership converge in today's contact centers.

    Vince Trotter on LinkedIn: linkedin.com/in/vincejtrot

    Learn more about Vince's work at their website: https://www.nationaldebtrelief.com/

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

    Learn a better way to outsource: https://www.op360.com/
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    15 mins
  • Real-Time Solutions and Leadership in Modern Contact Centers

    Real-Time Solutions and Leadership in Modern Contact Centers
    Aug 15 2024

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    Join us for this insightful episode of CX in the Wild at CCW 2024 in Las Vegas. Our guest is Kacey Tolua, Senior Director at Marriott International, who oversees the Center of Excellence technology and global infrastructure for Marriott's customer engagement centers.

    In this conversation, we discuss the significant changes in the customer service industry, especially the impact of AI, and the real-world challenges and opportunities it presents. Kacey shares her expertise on the importance of real-time technology, practical training simulations, and the need to balance innovation with practical outcomes.

    Don't miss this episode, which offers thoughtful insights on technology, customer care, and leadership in today's contact centers.

    Kacey Tolua on LinkedIn: linkedin.com/in/kaceyfelilatolua

    Learn more about Kacey's work at their website: https://careers.marriott.com/

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

    Learn a better way to outsource: https://www.op360.com/
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    22 mins

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