Best Dennis Wakabayashi Podcasts (2024)

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Reimagining Customer Experience: The Power of Responsible AI and Empathy 37:32

3h ago37:32

37:32

Send us a text In this episode of CX in the Wild, Dennis connects with Manu Pandey from Swiss Re at the Pronovea Global Innovation Summit in Vienna. Manu, with 22 years of experience starting as a contact center agent in India, shares his insights on how AI and empathy can transform customer experience. Together, they explore the true purpose of te…

1
Unlocking the power of Commercial Excellence and Digital Transformation in CX 31:16

2d ago31:16

31:16

Send us a text Join us in Zurich for a conversation with Olga Todorova, a leader in customer experience, business excellence, and digital transformation. With a rich background in product management, financial services, and leadership roles in global industries like chemicals and agriculture, Olga dives into the critical aspects of CX that many ove…

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Scaling CX with Decentralized Technology: A Global Perspective 34:25

10h ago34:25

34:25

Send us a text Live from Zurich, this episode of CX in the Wild explores how blockchain is transforming customer experience with Emilio Canessa, Head of Global Adoption at DFINITY. Emilio, a global blockchain leader, shares how decentralized technology is enhancing data privacy, identity management, and security, empowering users with greater contr…

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Transforming CX: From Metrics to Meaningful Experiences 34:11

8d ago34:11

34:11

Send us a text 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 ex…

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Supercharging AI through Knowledge Management | Evan Siegel 39:13

14d ago39:13

39:13

Send us a text Episode Summary: In this episode, we interview Evan Siegel, who transitioned from a 16-year career in retail banking to eGain, where he leverages AI, machine learning, and knowledge management to enhance customer experiences. Discussing the challenges of outdated tools in contact centers and how modern knowledge management systems po…

1
The Intersection of Healthcare and Customer Experience 32:03

28d ago32:03

32:03

Send us a text In this special episode of CX in the Wild, we’re in Frankfurt, Germany, for an engaging and unscripted conversation with David Tran, the Global Marketing Team Lead at Boehringer Ingelheim. We explore his unique insights into customer experience, patient care, and the crossover between empathy and strategy in the pharmaceutical indust…

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Crafting Lovable Experiences: A Deep Dive into CX Design 40:21

2M ago40:21

40:21

Send us a text 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 t…

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AI Isn't What It's Hyped To Be | Jon Arnold 36:36

1M ago36:36

36:36

Send us a text Episode Summary: In this episode, we chat with Jon Arnold, founder of an independent tech analyst company and an expert in communications technologies, about the future of AI and its strategic impacts on the industry. Jon discusses the potential backlash against AI, the dominance of big tech players, and the importance of understandi…

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Elevating Customer Experience: Insights from the Frontlines 14:39

3M ago14:39

14:39

Send us a text 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 …

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Real-Time Solutions and Leadership in Modern Contact Centers 21:07

3M ago21:07

21:07

Send us a text 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 cus…

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Balancing Automation and Empathy in Modern Customer Service 23:04

3M ago23:04

23:04

Send us a text 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…

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CX Leadership Insights: Humility, Transparency, and Curiosity 22:16

3M ago22:16

22:16

Send us a text 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 d…

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AI and the Future of Healthcare Experience 16:46

3M ago16:46

16:46

Send us a text 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 ho…

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From Data to Details: Adapting to the Digital Shift in CX 21:14

3M ago21:14

21:14

Send us a text 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 c…

1
Revolutionizing Customer Experience in Government 21:45

3M ago21:45

21:45

Send us a text 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 interacti…

1
Navigating the Waves of AI in the Hospitality Industry 16:05

3M ago16:05

16:05

Send us a text In this episode of "CX in the Wild," recorded live at CCW, we chat with Natalie Beckerman, Global Head of Customer Support Operations at IHG Hotels and Resorts. Natalie discusses her lifelong commitment to improving customer satisfaction and her approach to making customer interactions seamless, whether through a phone call, digitall…

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Evolving Customer Care: A Journey to Digital Transformation in Finance 18:35

3M ago18:35

18:35

Send us a text 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 …

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Climbing the Ranks: Lessons in Leadership and Empathy 29:14

3M ago29:14

29:14

Send us a text 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 A…

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Revolutionizing Customer Experience with AI | Declan Ivory 37:11

3M ago37:11

37:11

Send us a text Episode Summary: In this episode we sit down with Declan Ivory, VP of Customer Support at Intercom, and with extensive experience in leading customer support operations, Declan shares his expertise on integrating AI into customer service to create more meaningful and efficient customer interactions. Key Highlights: AI Co-Pilot, Agent…

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Secrets of Success: Transforming Customer Experience in High Tech 40:18

4M ago40:18

40:18

Send us a text 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 compan…

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How To Create Experience Makers | Dan Gingiss 38:00

5M ago38:00

38:00

Send us a text Episode Summary: In this episode, we chat with Dan Gingiss, a customer experience expert and keynote speaker, about the pivotal role of social media in customer service. Dan shares his journey from corporate America to becoming a thought leader in customer experience, emphasizing the importance of engaging with customers on social me…

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Enhancing Customer Experience through Simplicity | David Avrin 41:45

5M ago41:45

41:45

Send us a text Episode Summary: Join us as we dive into the critical aspects of customer experience with David Avrin, a leading expert, speaker, and author of "Why Customers Leave (And How to Win Them Back)." David shares his journey from observing rigid organizational policies to becoming a customer experience advocate. In this episode, we discuss…

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Bridging Borders: The Impact of Digital Transformation in Diverse Markets 46:25

6M ago46:25

46:25

Send us a text 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 innova…

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Cultivating Happiness: New Paradigms in Business Leadership 34:20

6M ago34:20

34:20

Send us a text In this episode of "CX in the Wild," we are delighted to host Gabriella Coyne, the innovative founder and CEO of OpsTalent and the celebrated 2022 Businesswoman of the Year in Poland. Under her leadership, OpsTaceptional customer experience, setting new benchmarks in the industry. Gabriella shares her remarkable journey of turning ad…

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Buyer's Remorse and the Impact on Customer Satisfaction | Joey Coleman 38:04

6M ago38:04

38:04

Send us a text Episode Summary: Join us as we delve into the fascinating world of customer experience with renowned expert Joey Coleman. From unraveling the mysteries behind buyer's remorse to exploring the nuances of global customer service, this episode is packed with insights to transform your approach to customer interactions. Joey Coleman is a…

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Importance of Leadership in Fostering Customer Centricity | Olga Potaptseva 32:11

6M ago32:11

32:11

Send us a text Episode Summary: Join us in a thought-provoking conversation with Olga Potaptseva, a leading CX advisor, speaker, and founder of CX Panda, the first CX knowledge base. In this episode, we delve into the essence of customer centricity, its impact on customer experience, and the unique challenges and opportunities it presents in the Af…

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Reducing Attrition Through Digital Empathy | Jonathan Hawkins 34:57

7M ago34:57

34:57

Send us a text Episode Summary: In this episode, we delve into the innovative world of behavioral analytics with Jonathan Hawkins, founder, and CEO of Anthrolytics. Join us as Jonathan discusses the impact of digital empathy in the customer experience (CX) and employee engagement landscape, and how Anthrolytics is revolutionizing the way businesses…

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Pioneering Salesforce Simplicity 58:24

7M ago58:24

58:24

Send us a text 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…

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Why South Africans Do It Better | Dennis Wakabayashi 26:35

7M ago26:35

26:35

Send us a text Episode Summary: In this episode, we welcome Dennis Wakabayashi, a renowned customer experience journalist, MC, keynote speaker, consultant, and podcast host. Join us as we dive into an insightful conversation about the world of customer experience (CX), Dennis' journey in the field, and his unique perspectives gained from global exp…

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Exploring the Core Strengths that Drive Global BPO Success 47:20

7M ago47:20

47:20

Send us a text 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 streaml…

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Leading with Technology: A New Era in Customer Engagement 36:11

7M ago36:11

36:11

Send us a text In this episode of CX in the Wild, we dive into the intersection of artificial intelligence and human insight, exploring how this blend is revolutionizing customer interactions. Kelly Uhlrich, COO at Humach, shares her extensive experience in integrating technology and customer service, highlighting the evolution from traditional cal…

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Challenges In Delivering Effective CX | Stacy Sherman 31:49

8M ago31:49

31:49

Send us a text Episode Summary: Join us in this episode as we welcome Stacy Sherman, a leader in customer experience (CX). Stacy, founder of Doing CX Right, shares her insights and experiences in enhancing CX through various roles including professional speaker, strategic advisor, coach, author, and podcast host. Key Highlights: Introduction to Sta…

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Revolutionizing Customer Experience | Adrian Swinscoe 41:55

8M ago41:55

41:55

Send us a text Episode Summary: In this episode, we dive deep into the world of customer experience with Adrian Swinscoe, a renowned customer experience advisor, author, speaker, and workshop leader. Join us as Adrian shares insights from his journey, his perspective on the evolution of customer service, and the role of technology and organizationa…

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Keep Your Employees Happy | Annette Franz 39:55

8M ago39:55

39:55

Send us a text Episode Summary: In this episode, we welcome Annette Franz, an award-winning coach, keynote speaker, author, and founder of CX Journey. With over 30 years in the industry, Annette shares her expertise in creating impactful customer and employee experiences, discussing her journey and her books "Built to Win" and "Customer Understandi…

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Uncovering the Magic within CX | Shep Hyken 39:10

8M ago39:10

39:10

Send us a text Episode Summary: In this enlightening episode we sit down with the renowned Shep Hyken, a leading voice in customer experience, New York Times bestselling author, and keynote speaker. Shep shares insights beyond his CX expertise, including his hobbies and the philosophy that shapes his approach to customer experience. Dive deep into …

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Driving Transformation Towards Inclusivity and Empowerment 18:39

8M ago18:39

18:39

Send us a text Join us for an engaging conversation with Rossana Briceño, Belize's Special Envoy for Families and Children and the Prime Minister's wife. Rossana shares insights from her journey from special education to a pivotal role in driving societal change in Belize. In this episode, Rossana discusses her involvement in the 'Engaging Men and …

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Shaping Exceptional Journeys: Insights from a CX Pioneer 30:18

8M ago30:18

30:18

Send us a text Join us for an enlightening conversation with Brad Cleveland, a luminary in customer experience and service. Brad shares his unexpected journey from aspiring attorney to a leader in CX, highlighting his influential role in shaping the industry through his work with the International Customer Management Institute (ICMI) and beyond. Br…

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From Operational Efficiency to Empathy: AI's Role in Redefining CX 30:06

9M ago30:06

30:06

Send us a text Join us as we dive into the world of AI and customer experience with Simon Kriss, director of the CX Innovation Institute in Australia. Simon unravels the complexities of AI in the customer service domain, explaining its current state, potential, and the myths surrounding it. Unlike the clunky chatbots of yesterday, Simon envisions a…

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Designing Change: The Power of Journey Maps 26:43

9M ago26:43

26:43

Send us a text Dave Seaton, CEO of Seaton CX, takes us through his innovative journey from a software engineer to a leading figure in customer journey mapping. Situated in Grapevine, Texas, Dave has revolutionized the way companies understand and improve their customer experiences. With a unique blend of technical expertise and a deep understanding…

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Empowering Humanity: AI's Role in the Future of Customer Service 26:00

9M ago26:00

26:00

Send us a text Diving into the heart of AI-driven customer experience, we chat with Anna Startseva, Director at Freshworks. As Freshworks celebrates its 13th year, Anna shares how the company leverages AI to revolutionize customer service across multiple channels, making advanced technology accessible to businesses of all sizes. She demystifies AI …

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Transforming Transparency in Telecommuting 50:38

9M ago50:38

50:38

Send us a text In this episode, we delve into an innovative breakthrough that's revolutionizing how remote customer experience teams connect, thrive, and perform. Our guest, Jason Hiland, shares the inspiring journey behind Collaboration Room, a platform that's not just about adapting to remote work but about fundamentally changing the dynamics of …

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Navigating the Fusion of Human Touch and AI in Customer Support 27:20

9M ago27:20

27:20

Send us a text In this episode, we explore the innovative world of Awaken Intelligence with Simon Black, focusing on their mission to enhance agent and customer experiences in contact centers. Based in the UK but with a strong presence in the US, Awaken Intelligence partners with major platforms like NICE, Genesis, and 8x8, embedding their technolo…

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Redefining the BPO Landscape: Community, Empathy, and Innovation 27:40

9M ago27:40

27:40

Send us a text In this episode, we chat with Jonathan Keane, CEO of CustomerHD, a BPO that distinguishes itself through its blend of benevolence and humanity in Belize and Raleigh, North Carolina. Jonathan discusses the ethos of "people helping people" that defines every aspect of the company, emphasizing their commitment to positively impacting em…

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Unlock the Secrets to Making a Profound Difference in Business and Life. 50:33

9M ago50:33

50:33

Send us a text Join us as Joe Schmidt, co-founder of CustomerHD, shares his journey from serial entrepreneurship to impactful leadership in Belize's BPO industry. Joe explains his initial hesitation to enter the call center business and his vision for a company grounded in the philosophy of 'people helping people.' He emphasizes the importance of c…

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Navigating the AI Revolution with a Human Touch in Customer Experience 36:23

9M ago36:23

36:23

Send us a text In this engaging episode, we sit down with Eman Talaat, the Head of Experience Design at the Department of Government Enablement Abu Dhabi. Recorded in a quaint coffee shop in Dubai, Eman shares her extensive journey spanning over 20 years in the CX and UX landscape, having worked with prestigious organizations like Abu Dhabi Governm…

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Unveiling the Power of Resilience in Shaping a Sustainable World 29:56

9M ago29:56

29:56

Send us a text In this insightful episode, we converse with Dina Storey, a climate and sustainability expert and senior partner at Marfa Advisors in Dubai. Dina's journey is a testament to resilience and innovation, having navigated a path from a challenging upbringing in war-torn Iraq to a distinguished career in sustainability. Dina shares her tr…

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Forests in the Digital Age: Transforming Conservation through Technology 33:35

10M ago33:35

33:35

Send us a text In this episode, I reconnect with Vikram Krishna in Dubai, a visionary I met at Expo 2020. From a banking expert to an environmental conservationist, Vikram's journey is compelling and thought-provoking. We delve into his transition to founding 'Sacred Groves', a unique venture focused on forest preservation. Vikram shares his awaken…

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Navigating Tech Triumphs: A Journey from Engineering to Entrepreneurial Mastery 31:51

10M ago31:51

31:51

Send us a text In this episode, I had the pleasure of conversing with Sean Minter, founder and CEO of AmplifAI. His journey from an engineering graduate to revolutionizing call centers is inspiring. We explore Sean's adventures through the telecom industry's evolution, from deregulation challenges to leading successful tech ventures. Sean shares in…

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How can businesses bridge the gap between service design and customer communications? 27:10

11M ago27:10

27:10

Send us a text In this episode, I had the privilege of sitting down with Lee Kemp, Vice President of Customer Experience at Veritiv, a global B2B distributor for packaging facility solutions, print, and more. Lee's journey in the world of customer experience is nothing short of remarkable. We delve deep into the complexities of B2B customer experie…

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What role does effective communication play in global business? 33:07

11M ago33:07

33:07

Send us a text In this episode, I sit down with Judy Ravin, the president and co-founder of Accents International. Judy is on a mission to create a world where everyone is heard, and she's doing it through a unique approach – accent acquisition. Rather than viewing accents as something to be reduced or fixed, she's helping people embrace their uniq…

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