CX In The Wild

Hosted by Dennis Wakabayashi

Business ManagementInterviews guests

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Episodes

144

Latest episode

Dec 2025

Language

EN-US

About the show

The podcast goes where the work is happening. Dennis talks to the people crafting the best customer experiences and tackling important industry challenges. On location, across sectors, across the world. What they figured out, what it cost them, celebrate their success, and learn what they would do differently.

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60 recent

December 4, 2025Episode 1022 min

The Future of Connectivity and the Rise of Human Skills

Send us Fan MailIn this episode of CX in the Wild, we sit down with Ali Raza Shah to unpack a major shift that is reshaping our industry. Across the world, operators are struggling to monetize 5G and many already see it as the final generation built by carriers. As we look ahead, it is clear that the next wave of networks will be shaped by the industries that need them most, from healthcare to energy to real estate.We explore what this means for people and for the future of work. As networks move toward zero touch operations, many technical roles will disappear, but the human ability to connect, influence, and sell will become even more valuable. Ali shares how he stays ready for change, how he continues to grow, and why curiosity remains his greatest asset.Ali Raza Shah on LinkedIn: linkedin.com/in/ali-raza-shah-74b0288Learn more about Ali's work at their website: https://spectrumeffect.com/Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

November 30, 2025Episode 922 min

The New Leaders Rising as CX and AI Reshape the World

Send us Fan MailWe continue our journey across continents and cultures, and this episode brings us together with Ladislau Batalha, a trusted leader who is helping shape the future of experience worldwide. From Dubai to Lisbon, Brazil to Vietnam, we see firsthand how our community is growing, connecting, and redefining what it means to create meaningful experiences in a world where expectations are rising fast.In this conversation, we explore the expanding intersection of CX and AI, the rise of patient experience as a global priority, and the shift toward better intelligence through agentic systems that give leaders clearer vision and deeper insight. We also look ahead to the future, where younger CEOs will move faster with new tools, and seasoned professionals will bring hard earned wisdom back into the ecosystem.Together, we discuss the skills, mindset, and courage required to lead in 2026 and beyond. This is a look at what comes next for CX and why the world is listening more closely than ever.Ladislau Batalha on LinkedIn: linkedin.com/in/ladislau-batalha-812218Learn more about Ladislau's work at their website: https://icxi.com/Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

November 22, 2025Episode 844 min

Vietnam’s Sophisticated Customer: Redefining Value in CX

Send us Fan MailVietnam 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, cultural expectations, and the kind of community word of mouth that can boost or sink a brand overnight.We talk about how Vietnamese consumers negotiate, compare, and question every detail; what global brands often misunderstand when they apply Western models here; and why modern CX work needs to connect more directly to real business outcomes like revenue, churn, and long-term customer health.If you want a grounded look at what effective CX really takes in an emerging market, this conversation is worth your time.Amalia Goux on LinkedIn: linkedin.com/in/amaliagouxConnect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

November 5, 2025Episode 737 min

Redefining Customer Experience Through Human Connection

Send us Fan MailFrom 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 professionals naturally lean into customer centricity, how UAE’s vision creates a unique approach to experience, and why values like health, family, and education strengthen professional excellence. Together, we uncover a larger truth: the future of customer experience will be built on human connection and collective happiness.This is about more than business strategy. It is about creating experiences that bring value to society and lasting impact for people everywhere.Ahmed Hatem on LinkedIn: linkedin.com/in/ahmed-hatem-95b8891b9Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

September 30, 2025Episode 617 min

Young Voices Shaping the Future of Customer Experience

Send us Fan MailThe 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.We discuss why risk-taking matters, how education and experience build confidence, and why giving back to the community strengthens leadership. His story highlights how the next wave of talent is redefining strategy, innovation, and the customer experience conversation worldwide.Diogo Miranda on LinkedIn: linkedin.com/in/diogoguilhermemirandaLearn more about Diogo's work at their website: https://altice.net/Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

September 30, 2025Episode 538 min

The Bold Future of Rebranding

Send us Fan MailRebranding 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 conversation uncovers why the future belongs to brands that have the courage to trigger emotion, create distinction, and lead with purpose.We break down the mindset, the discipline, and the strategy behind rebrands that work and the change management required to make them stick. Whether for a global enterprise or a personal career path, the same truth applies: people invest in the future, not the past.Jim Heininger on LinkedIn: linkedin.com/in/jimheiningerLearn more about Jim's work at their website: https://www.dixon-james.com/Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

September 18, 2025Episode 440 min

Redefining Work, Community and AI-Driven Value

Send us Fan MailBoris 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 enables people to work less while delivering more value, the cultural shifts shaping global collaboration and why communities both physical and digital are becoming the new engines of innovation. The conversation also reveals the personal side of this evolution: balancing productivity with health, family and the human experience.Boris Petrovitch Njegosh on LinkedIn: linkedin.com/in/njegoshLearn more about Boris' work at their website: https://r-generation.community/Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

September 8, 2025Episode 322 min

Four Voices Every CX Leader Must Listen To

Send us Fan MailOn 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 of employee and partner voices to the future of B2B customer experience, this conversation highlights the strategies that will set companies apart in competitive markets.Her perspective is clear: the future of CX is not just post-sale, it begins with how expectations are set and how trust is built at every stage of the journey.Manuela Doutel Haghighi on LinkedIn: linkedin.com/in/manueladoutelhaghighiLearn more about Manuela's work at their website: https://news.microsoft.com/Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

September 2, 2025Episode 259 min

From Heritage to Horizon: Why Brands Must Evolve

Send us Fan MailRebranding 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 conversation breaks down the strategies behind bold brand pivots, the risks worth taking, and the discipline required to make transformation real.For leaders who want to create relevance, resonance, and results, this episode offers a masterclass in how customer experience and brand transformation work hand in hand to shape the future.Peter Guirguis on LinkedIn: linkedin.com/in/peter-guirguis-b810691Learn more about Peter's work at their website: https://swiftpresssupport.com/Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

August 25, 2025Episode 145 min

Building Future Innovators Through Play

Send us Fan MailFilipe 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 is a cornerstone of innovation, and how cultural insight fuels global business success. From Portugal’s classrooms to U.S. homes, Science4you is proving that the right experiences in childhood can prepare the next generation to adapt, lead, and shape the future economy.Filipe Ramos on LinkedIn: linkedin.com/in/firamosLearn more about Filipe's work at their website: https://www.science4youtoys.com/Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi