#234 - Digital First CX: Lessons from Nextiva’s Global Growth Journey with David Paulding of Nextiva
In this episode of Get Out of Wrap, Martin is joined by David Paulding, Global Sales & Growth expert at Nextiva.
David shares his career journey from the early days of contact centres in the 90s through to driving international growth today. Together, Martin and David explore:
Why many organisations are still struggling with the same customer service challenges they faced decades ago.
The role of AI in customer experience—its potential, the hype, and the reality.
How companies can avoid “Frankenstack” systems and instead build integrated, digital-first platforms.
The importance of partnership, ongoing service, and business outcomes over shiny features.
Why Nextiva is taking a different approach with Unified Customer Experience (UCXM).
The conversation also touches on music, battle-of-the-bands stories, and what the next five years of contact centres may look like.
👉 Tune in to hear practical insights into digital transformation, customer experience, and leadership from one of the industry’s most experienced voices.
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