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Manufacturing has its challenges. Digital Transformation has its challenges. Welcome to the DigitalituM Podcast, where we delve into the intersection of manufacturing and digital transformation. Manufacturing, a cornerstone of our global economy, faces various challenges—from optimizing production processes to ensuring quality control and maintaining a skilled workforce. In parallel, the digital transformation journey presents its own set of hurdles. Integrating new technologies, managing da ...
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CX In The Wild

Dennis Wakabayashi

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"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, a ...
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The Workplace Effect

Workplace from Meta

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Welcome to The Workplace Effect. Your monthly podcast where we hope to help you turn your company into a community. We’ll hear from different voices, different customers, and different hosts every month..each adding their own insights and top tips from their field of expertise and experience to create a living manifesto that will grow with each listen….a little black book of insights for your ears, to give you the ideas and tools you need to sculpt your company culture! Think of this as a ha ...
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In a world where security breaches are not a matter of "if" but "when," "Command & Control: An IT Security Podcast" stands as a bastion of knowledge and expertise. Hosted by Aaron Banner, a distinguished retired Army Colonel and cyber security expert, this podcast is designed to equip businesses with the tools and knowledge they need to maintain a fortress of digital security. Aaron Banner brings to the table years of experience having protected national security at the highest levels, to br ...
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An original podcast from T-Mobile for Business and iHeartRadio, Jonathan Strickland connects with the world’s most unconventional thinkers, the leaders at the intersection of technology and business, to understand how they continue to thrive in a world of complex organizations and lightning-fast technology. How do these executives innovate and enable change, both inside and outside their companies, and what are they looking forward to tackling next? Let’s find out…
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"The Bold Business Mind: Strategies for Growth and Success" is a podcast for ambitious entrepreneurs and business leaders looking to take their careers to the next level. Each episode features interviews and insights from industry experts and thought leaders, sharing their strategies for success and tips for navigating the ever-changing business landscape. From mastering productivity and networking, to building a personal brand and driving innovation, "The Bold Business Mind" is your ultimat ...
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show series
 
Send us a text Summary In this episode of the #DigitalituMPodcast, Markus Rimmele interviews Lukas Dieterle, CEO of ERO Fuehrungen, about the company's history, its expansion into the US market, and the importance of digital transformation in manufacturing. They discuss the challenges and opportunities presented by the US market, insights from the …
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Send us a text Summary In this conversation, Markus Rimmele discusses digitalization tools in manufacturing, specifically focusing on immersive technology such as augmented reality (AR) and virtual reality (VR) in a Webinar with FENG . The Financial Executives Networking Group #FENG is a 501(c)(3), founded in 1991 as a forum for senior financial ex…
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Send us a text Summary Martin Plutz, Managing Director and Founder of Oculavis shares his journey of starting the company and the inspiration behind focusing on visual support software for the manufacturing industry. He discusses the features and benefits of Oculavis, including visual support with augmented reality, a ticketing system, asset manage…
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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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Send us a text Summary In this episode, Markus Rimmele interviews Dr. Thomas Schüler, CEO of Halocline, about the intersection of manufacturing and digital transformation. They discuss the challenges the manufacturing industry faces and how digital tools like AR, VR, IoT, and AI can address them. Dr. Schüler shares his background in virtual reality…
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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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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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Send us a Text Message. 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 suppl…
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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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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…
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Send us a text DigitalituM Podcast Episode 3 - Marek with Aidar Solutions- Technical Training in VR Summary Marek Carbon, co-founder of AIDAR Solution, discusses their VR and AR training solutions for manufacturing. IDAR Skills is a no-code editor for VR training, allowing customers to create and customize their own VR training programs. IDAR Servi…
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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…
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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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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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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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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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Send us a text Manufacturing has its challenges! Digital Transformation has its challenges! Welcome to the DigitalituM Podcast, where we delve into the intersection of manufacturing and digital transformation. Summary In this episode, Markus Rimmele interviews Thomas Paquin Lamontage, the founder and CEO of VISAO. This software company visualizes c…
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Send us a text Manufacturing has its challenges! Digital Transformation has its challenges! Welcome to the DigitalituM Podcast, where we delve into the intersection of manufacturing and digital transformation. Manufacturing, a cornerstone of our global economy, faces various challenges—from optimizing production processes to ensuring quality contro…
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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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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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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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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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In this episode of Command and Control, host Aaron Banner and guests from Bitdefender delve into the increasingly crucial realm of Cloud Security Posture Management (CSPM). As more organizations migrate to the cloud, understanding and implementing effective security strategies becomes paramount. The discussion focuses on a recent Bitdefender articl…
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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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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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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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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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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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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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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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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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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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In this episode, host Aaron Banner of XenTegra delves deep into the world of Managed Detection and Response (MDR) services with experts from Expel. Discover the cutting-edge security capabilities and comprehensive services that Expel offers to safeguard businesses in the digital age. From proactive threat hunting to incident response, learn how Exp…
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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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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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In this episode, we delve into the heart of cybersecurity with Red Canary, focusing on their compelling blog post, 'Diary of a Detection Engineer: Blown to BITSAdmin.' Discover the challenges and victories faced by detection engineers in their daily quest to safeguard the digital frontier. We take a closer look at the innovative strategies and tool…
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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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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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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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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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Intorducing Command & Control: A Security Podcast. Hosted by Aaron Banner, a distinguished retired Army Colonel and cyber security expert, this podcast is designed to equip businesses with the tools and knowledge they need to maintain a fortress of digital security. Aaron Banner brings to the table years of experience having protected national secu…
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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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Send us a text In this episode, I sit down with Neha Dutta, a seasoned digital sales engineering professional with over two decades of experience. Discover the common challenges organizations face when embarking on a CX transformation and Neha's valuable advice on building effective CX teams. We explore the crucial connection between data and custo…
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Send us a text In this episode, I had the pleasure of speaking with Ashish Seth, VP for products at RingCentral, a cloud communication leader. We delved into the world of contact centers and explored how RingCX, their native AI-first contact center solution, is transforming customer service. We also discussed the impact of AI on agent productivity …
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Send us a text In this episode, I had the pleasure of speaking with Janine George, the Chief Product and Marketing Officer at Carrol Boyes, a South African brand renowned for its timeless and functional art. As we delved into the world of product experiences, Janine shared the unique culture of innovation that drives Carrol Boyes and the dedication…
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With the end of another great season of The Restless Ones, Jonathan looks back on some of the guests and conversations we’ve heard from. With some truly inspiring leaders, driving change at the intersection of technology and business, he reflects on the common themes throughout these discussions and the consistent thread that connects them all - co…
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Send us a text In this episode, I had the pleasure of speaking with Sean Minter, the founder and CEO of AmplifAI, a company dedicated to helping businesses engage, develop, and recognize their top employees. We delved into insights on leadership transformation, highlighting how AmplifAI serves as an assistant to leaders, guiding them to understand …
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The local convenience store - the cornerstone of rural America, once a one-stop shop for everything from farming and pet supplies to household goods and homemade apple pies. Fast forward to today where those same stores are providing network connectivity, technology infrastructure, and operating efficiency to bustling farming communities. With inte…
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Send us a text Join me as I sit down with Lelen Udayan, Head of Customer Experience at Mukuru, a company that's making a significant impact in the realm of financial inclusion. Mukuru serves over 11 million customers primarily across Africa, and their mission is clear: to facilitate financial transactions for underserved populations and migrants. L…
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Send us a text In this episode, Kendall Rynders, Maria Petousis, and I embark on a captivating journey into the realms of CX, EX, and UX. Our conversation unveils the essence of CX in South Africa, where innovative solutions thrive in the face of unique challenges. We dissect the importance of comprehending customers' ever-evolving needs and emotio…
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