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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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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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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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This CX in the Wild episode welcomes Lynda Harvey, Director of Customer Service and Account Management at Kin Insurance.

Lynda shares her insights and vision for the call center industry, emphasizing the importance of intentional leadership and the evolving role of AI in customer service. We discuss the balance between automation and human touch, the impact of regulatory changes in the insurance sector, and the future of customer experience in a rapidly changing world.

Tune in for a thoughtful conversation on leadership, technology, and the human side of customer service.

Lynda Harvey on LinkedIn: linkedin.com/in/lyndaharvey01

Learn more about Lynda's work at their website: https://www.kin.com/

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

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

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In this CX in the Wild episode, we sit down with John Burke, VP of Customer Experience and Technology for a leading wine lifestyle brand.

We explore the multifaceted world of e-commerce and customer experience, discussing the balance of human touch and digital solutions in a high-end retail environment. From navigating supply chain disruptions to implementing AI in customer service, our conversation dives into managing a diverse customer base.

Tune in for insights on the importance of humility, transparency, and curiosity in CX leadership, and discover strategies for creating a seamless customer journey in the ever-evolving landscape of virtual healthcare and e-commerce.

Colin Crowley on LinkedIn: linkedin.com/in/johnpatrickburke

Learn more about Colin's work at their website: https://www.wineenthusiast.com/

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

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

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Join us live from CCW Vegas on "CX in the Wild" with Colin Crowley, a seasoned customer experience leader now with Maven Clinic. Colin shares his journey through fintech, food tech, and virtual healthcare. He discusses the transformative role of AI in enhancing patient care, quality assurance, and real-time data handling.

Discover how innovative technologies are reshaping healthcare, balancing efficiency with compassionate care. Colin also highlights the importance of community-building and peer learning in implementing new technologies. He provides insights into the evolving customer experience landscape, emphasizing the potential of video and telephony in future CX strategies.

Tune in for a deep dive into the intersection of healthcare and technology, and learn how these advancements set the stage for the future of customer experience.

Colin Crowley on LinkedIn: linkedin.com/in/colin-s-crowley

Learn more about Colin's work at their website: https://www.mavenclinic.com/

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

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

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Join us for an engaging episode of "CX in the Wild" live from Customer Contact Week in Las Vegas, where we chat with Kathy Phelps, a seasoned technology consultant from Salt Lake City. Kathy founded C-lect Consulting in 2002, initially focusing on voice and data, but has since expanded into the customer experience sector, including cybersecurity.

In this conversation, Kathy shares insights into her professional evolution, the integration of AI into business, and her proactive approach to adapting to technological advancements. She discusses the challenges and rewards of guiding clients through digital transformations and staying current in a rapidly changing industry. Kathy's story underscores the necessity of adaptability and foresight in tech and customer experience, making this episode essential for anyone interested in these fields.

Kathy Phelps on LinkedIn: linkedin.com/in/kathyphelpsclect

Learn more about Kathy's work at their website: https://c-lect.com/

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

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

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Tune in to this episode of "CX in the Wild," recorded live at CCW. It features Tom McCarty, who shares his journey in transforming customer service operations for the state of Texas.

Facing an unprecedented surge in demand during the pandemic, Tom led the strategic overhaul necessary to manage seven years' worth of customer interactions in just five weeks. He discusses the comprehensive planning and legislative steps taken to re-engineer the state's customer service delivery model, emphasizing a customer-centered approach and integrating new technologies to enhance service efficiency.

Join us to discover how Tom's innovative strategies are setting the stage for a future where public sector services meet the fast-paced demands of today's customer needs.

Tom McCarty on LinkedIn: linkedin.com/in/tom-mccarty-empl-3400685

Learn more about Tom's work at their website: https://www.twc.texas.gov/

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

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