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
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 helping brands design experiences that genuinely resonate with Vietnamese consumers.
We dig into why “value for money” in Vietnam isn’t just about price, it’s a mix of quality, social cues, cultur...
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 metric. Ahmed represents the rising wave of leaders who see customers first as human beings and believe empathy is the foundation of trust.
Our conversation explores why younger ...
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 customer expectations.
From the lessons hidden inside the controversial Jaguar rebrand to the often-overlooked power of personal branding in the digital economy, this conversa...
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-taking fuel growth. From navigating university during the pandemic to stepping into a high-impact corporate role, Diogo proves that learning and practice must go hand in hand.
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 companies harness AI strategies, Boris has embraced agility over long-term planning and shown how small, fast changes can outperform traditional corporate playbooks.
We explore how AI enab...
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 beyond generic talk about CX to real-world practices that deliver measurable impact.
From shifting insurance models to healthcare innovations, and from the growing importance o...
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 emotional connection, and positions organizations to succeed in a shifting marketplace. From global brands redefining their identity to service firms igniting new energy within, this ...
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 entertainment, shaping problem solvers who will thrive in the decades ahead.
The discussion explores how small and medium enterprises can leverage AI for growth, why early learning ...
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 “Uber Black for call centers,” ShyftOff is bringing flexibility, performance, and cost efficiency to an industry that's being reshaped by AI and shifting customer demands.
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 reality many businesses are facing. They're flying blind when it comes to understanding their customer journey.
Anuj breaks down the real problem: most organizations still...
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, collaborative, and courageous enough to support this global journey as we explore the real stories shaping modern CX.
Together, we unpack what it means to lead with empathy in a world w...
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 for contact centers worldwide. With over 20 years of evolution behind the brand, Avoxy has emerged as a vital infrastructure partner for enterprises expanding across borders and into ...
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 AI Receptionist is helping small and medium businesses stop losing time and revenue to missed calls, and start showing up 24/7 for the customers who matter.
But it’s not...
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 episode, we get into why culture is the most overlooked asset in driving business performance and how Adam’s leadership model helps organizations build it with intention. From call cente...
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, an executive experience coach and fierce advocate for the intersection of people and technology. Kalifa doesn’t just talk about the future of work, she builds it by blending strateg...
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 shares insights on how to navigate misalignment, tool fatigue, and risk-averse cultures. We talk about why good ideas stall, how to manage change without breaking what already wo...
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 and the evolving role of AI in market research.
We break down how brands use real-time insights to drive revenue, why personalization in loyalty programs is more critical t...
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 is not just a function but the business itself.
We break down the real reason CX leaders struggle for a seat at the table: they are speaking the wrong language. Success...
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 discuss how Birdie AI is breaking down data silos, revealing hidden opportunities, and replacing traditional journey mapping with real-time insights. Patricia shares how busines...
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 great experiences, this conversation goes beyond business into what truly drives change.
Kiran shares insights on training, corporate transformation, and how embracing...
Popular Podcasts
Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
The official podcast of comedian Joe Rogan.
Listen to 'The Bobby Bones Show' by downloading the daily full replay.