Welcome to The Global Xperience. We'll be immersing you in the dynamic world of Customer Service and Collections. You will gain access to the secrets of success in the world of customer and employee experience through conversations with keynote speakers, industry mavericks, and CX and debt collections experts and influencers. Every episode will feature thought leaders, celebrities, advocates and ambassadors in all things experience. Stay tuned, and hit that subscribe button to stay up to date with critical information to enhance your business from the inside out.
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19 recent
March 25, 202617 min
Women's Day Special | Work It 'Til You Make It | Katalina Dawson
“Don’t fake it ‘til you make it. Work it ‘til you make it.” We close our Global Xperience Women’s Month series with Katalina Dawson, EVP at Branding Arc and Board Member of Women of Debt Relief. Her journey reflects modern leadership - adaptive, resilient, and built on real experience. In this episode: • How she addressed bias early in her career and established credibility • A failed project that built lasting confidence • The role of mentorship in accelerating growth • How Women of Debt Relief is creating industry support networks Timestamps: 0:00 - Introduction 0:32 - From entertainment to executive leadership 2:30 - Working in male-dominated environments 3:13 - Challenging assumptions 6:03 - Mentorship that drives growth 9:14 - Women of Debt Relief 11:15 - Learning through failure 14:35 - Why “fake it ‘til you make it” doesn’t work
March 18, 2026Episode 315 min
Women's Day Special | Stepping Into The Unknown | Rebecca Howat
“Comparison is the thief of joy. Benchmark yourself against your own goals.” This week, we sit down with Rebecca Howat, Chief Operating Officer at Charles Tyrwhitt, on what it looks like to grow beyond your job title, and why the next step often comes before you feel fully prepared. In this episode: The “100% vs 60%” application insight, and what it means in real life Why Rebecca took on Warehouse Operations with zero prior experience How her leadership style evolved into building collective team success The importance of non-negotiables, and the confidence to say “no” Upcoming episodes: Subscribe and turn on notifications to catch Part 4 next week. Timestamps: 0:00 Introduction 0:50 12-year journey: Merchandising to COO 2:30 Moving into Warehousing 4:47 Asking questions as a growth strategy 6:51 The confidence gap: 100% vs 60% 8:31 Leadership evolution 10:04 The power of “no” 11:27 Commercial outcomes with a people-first culture 14:38 Advice for young women
March 11, 202618 min
Women's Day Special | Scaling with Purpose | Heather Shoemaker
In Part 2 of our Global Xperience Women’s Month series, we speak with Heather Shoemaker, CEO and Founder of Language.io . Heather shares insights from more than twenty years in technology and entrepreneurship. She discusses the moment every founder eventually faces: deciding whether to remain fully independent or raise capital to accelerate growth. Her experience highlights the leadership challenges behind scaling a company while maintaining purpose, values, and personal resilience. In this episode: • Why Heather left corporate technology to build her own company • The decision between organic growth and venture capital • Maintaining leadership agency under pressure • The realities of leading a company while raising a family Subscribe to follow the full Women’s Month series. New episodes are released each week.
March 4, 2026Episode 117 min
Women's Day Special | Empowering Women in Tech | Wanda Mills
Summary: In this conversation, Wanda Mills shares her inspiring journey from a chat agent to a senior director, emphasizing the importance of knowledge, confidence, and mentorship in achieving career success. She reflects on her evolving leadership style, the significance of community, and her desire to empower the next generation of women in the workforce. Key Takeaways: Wanda's journey began as a chat agent and evolved into senior leadership roles. Knowledge is a key driver of confidence and career advancement. Mentorship from women has been crucial in Wanda's career. Leadership styles can evolve significantly over time. Building a supportive community is essential for success. Wanda emphasizes the importance of continuous learning and upskilling. Women today face fewer barriers than in the past. It's important to invest time in young talent eager to learn. Wanda encourages young women to seek advice and be curious. The community around you should evolve as you grow. Chapters: 00:00 Celebrating Women's Leadership 06:00 The Journey to Leadership 11:59 Evolving Leadership Styles 15:58 Empowering the Next Generation
February 25, 2026Episode 532 min
From Tickets To Relationships | Mikkel Andreassen | Dixa
Summary: In this episode of The Global Xperience, Bryce Cressy sits down with Mikkel Andreassen, Director of Solutions & CX Advisory at Dixa, to explore the shift from ticket-based customer service to conversation-led, relationship-driven CX. Mikkel shares his journey from agent to BPO leader to software provider, and how that “other side of the fence” perspective reshaped his understanding of service technology. The conversation dives into Dixa's philosophy of “customer friendship” — building platforms around the user, not the ticket ID — and why omnichannel context is critical to loyalty and CSAT. They unpack the architectural differences between legacy systems and user-centric design, the growing role of agentic AI in workflow orchestration, and why customer service still struggles to prove ROI compared to marketing. Using examples like Charles Tyrwhitt, they explore what premium service at scale really requires: context, orchestration, and AI working in the engine room — not just deflecting simple queries. The episode closes with reflections on retention vs acquisition, frontline data as a strategic asset, and what it truly takes to move service from cost center to retention engine. 00:00 AI focus in the engine room: where Dixa is investing 00:22 Welcome & episode framing 01:23 Mikkel’s background: from agent to CX advisory 02:30 Switching from operator to software provider 04:20 BPO perspective & understanding tech friction 05:20 Dixa origin & “customer friendship” philosophy 07:01 Ticket ID vs user ID: architectural differences 09:33 Relationship-driven service & scaling context 11:47 The three data pillars agents need (channel, purchase, knowledge) 12:51 Omnichannel frustration & repetition killing CSAT 14:24 Retention vs acquisition: reality vs theory 16:16 Can service become a revenue center? 18:37 Unlocking product feedback & frontline data 20:38 What makes Dixa “agentic” 23:06 AI focus: workflows, insights & orchestration 23:48 Charles Tyrwhitt case & premium CX alignment 26:01 CSAT lift through contextual enablement 28:06 Rapid-fire with Mikkel (NFL, Sherlock, role model) 30:00 Innovation Lab & why Dixa needs to be experienced 31:39 Confidence in platform differentiation 32:08 Closing reflections & partnership outlook Links: LinkedIn (Mikkel Andreasen): https://www.linkedin.com/in/mikkel-andreassen-4603b74a/ Dixa: https://www.dixa.com/
September 18, 2024Episode 236 min
AI Isn't What It's Hyped To Be | Jon Arnold
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 understanding business problems when choosing technology solutions. He also shares insights on the evolution of VoIP to unified communications (UC) and the exciting trends in UCaaS, including virtual assistants, knowledge management, and immersive collaboration. The episode wraps up with rapid-fire questions revealing Jon's personal interests and his cautious yet optimistic view on AI's role in the tech industry. Key Highlights: - Jon Arnold's Journey into Technology Analysis: Jon begins by elaborating on his unconventional journey into technology analysis and emphasizes the importance of timing and building expertise in emerging technologies. - The Evolution of Unified Communications: The conversation covers the evolution and future trends of Unified Communications (UC), particularly the role of AI in enhancing UC's capabilities. - Zoom's Competitive Edge and Innovations: Jon touches on Zoom's strategic moves to compete with tech giants like Microsoft and Google, highlighting their innovative approach. - Choosing the Right Technology for Your Business: Jon offers advice on how businesses can navigate the crowded AI and UCaaS market, stressing the importance of focusing on problem-solving rather than just technology. - AI, Privacy, and Security Concerns: The discussion also delves into significant privacy and security concerns associated with AI, the necessity of regulation, and the dominance of big tech companies. - Rapid Fire Questions with Jon Arnold: Uncover some interesting titbits about Jon through our short segment. - Jon Arnold's Unpopular Opinions on AI and Big Tech: Jon shares his cautionary views about AI and its potential backlash. Links: LinkedIn: https://www.linkedin.com/in/jarnoldassociates/ Website: https://www.jarnoldassociates.com/ Podcast: https://www.watchthisspace.tech/
October 20, 2025Episode 436 min
Adoption Beats Innovation Every Time | Jeff Janzen | Laivly
Send us a text Summary: In this episode, we sit down with Jeff Janzen, VP of Strategic Growth & Partnerships at Laivly, to get past the keynote glitter and into the messy reality of AI in the contact center. Jeff traces Laivly’s evolution from an internal BPO tech team to a standalone platform and explains why the post-GPT era flipped the script from “Do we need AI?” to “Which AI actually works?” We dig into AI-washing, how to vet vendors, and why adoption—not algorithms—is the real bottleneck. Jeff shares how Laivly’s desktop overlay (“Sidd”) avoids heavy integrations, speeds time-to-floor, and frees agents to focus on customers—lifting CSAT, FCR, and cutting handle time. We talk playbooks, leadership buy-in, training for tenure, and the danger of over-planning instead of launching and iterating. The conversation wraps with pragmatic advice on buying AI: get strategic, start small, and prioritize operationalization. 00:00 Why AI isn’t a hard sell anymore 01:13 Welcome & episode framing 02:31 Laivly origin: from BPO team to platform 05:39 The GPT moment & market shift 08:01 AI-washing and how to vet vendors 10:17 Many pilots, few wins—what’s going wrong 11:26 Implementation fears, security, and integration-light deployment 15:32 Adoption phases & top-down leadership buy-in 18:37 Do agents really benefit? Metrics and realities 22:27 Pilot results: AHT down, CSAT/FCR up; agent sentiment 23:23 “Sidd” gets personified: training anecdotes 24:15 Tuning for tenure: Sidd Studio & configurable guidance 27:03 Rapid-fire with Jeff (superpower, snacks, theme song) 29:26 What Laivly wants agents to feel 30:00 Buying AI: common mistakes (strategy vs. over-planning) 32:57 Start now, iterate: avoiding 12–18 month paralysis 34:04 Overlay advantage across mixed CRMs/CCaaS 35:58 Partnership notes & gratitude 36:04 Conclusion and key takeaways Links: LinkedIn: https://www.linkedin.com/in/jeffjanzen/ Website: https://www.laivly.com/
April 25, 2024Episode 526 min
Why South Africans Do It Better | Dennis Wakabayashi
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 experiences. Key Highlights: Introduction to Dennis Wakabayashi : Dennis shares his background, including his roles as a customer experience consultant and podcast host of 'CX in the Wild' and 'The CX Tea Show'. Dennis' Journey to CX : Discover how Dennis' early life experiences shaped his interest in customer experience and human interactions in business. Insights on South African Call Centers : Dennis discusses his views on the unique aspects of call centers in South Africa, emphasizing their empathy, resilience, and impact on the global economy. Gratitude and Ubuntu in CX : Explore how gratitude and the concept of Ubuntu play a crucial role in the effectiveness of South African call center agents. CX Predictions for 2024 : Dennis shares his predictions for the future of CX, including the standardization of CX business practices and certifications. Dennis' Podcasts : Learn about the spontaneous and unscripted nature of 'CX in the Wild' and the innovative approach of 'The CX Tea Show'. Trivia and Fun Facts : Dennis participates in a South African trivia quiz and shares interesting facts about his birthplace - Denver, Colorado. Connect with Dennis: · LinkedIn: linkedin.com/in/denniswakabayashi · YouTube: https://www.youtube.com/@cxcreator · Website: denniswakabayashi.com · Instagram: instagram.com/whatisdennisdoing · Twitter: twitter.com/cxcreator
March 18, 2024Episode 339 min
Keep Your Employees Happy | Annette Franz
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 Understanding." Key Highlights: Introduction to Annette Franz : An overview of Annette's extensive career in customer experience and her work with CX Journey. Inspiration Behind Her Books : Annette reveals what motivated her to write "Customer Understanding" and "Built to Win," focusing on the importance of a customer-centric culture. Impact of Employee Experience on CX : Discussion on the crucial role of employee experience in shaping customer interactions and business success. Importance of Effective Communication : Annette shares personal experiences to highlight how communication is key in both employee training and customer interactions. Customer Journey Mapping : Insights into the process of customer journey mapping and its importance in understanding and improving the customer experience. Connecting Employee and Customer Experience : Annette emphasizes the interconnectedness of employee and customer experiences and how focusing on one benefits the other. Cultural Foundations of CX : The critical role of organizational culture and leadership in establishing and sustaining effective customer experience strategies. Segment: South African Trivia : Annette participates in a South African trivia quiz and shares interesting facts about America. Resources Mentioned: Link to her books “Built to Win” & “Customer Understanding”: https://annettefranz.com/books/ Connect with Annette: LinkedIn: linkedin.com/in/annette-franz Website: cx-journey.com/ Personal Website: https://annettefranz.com/
October 16, 2024Episode 339 min
Supercharging AI through Knowledge Management | Evan Siegel
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 powered by generative AI can solve these issues. Evan emphasizes the importance of a single source of truth in knowledge management and shares insights on how AI can reduce costs and improve customer service across industries. We also delve into specific strategies for financial institutions and the benefits of implementing AI-driven customer service solutions. The conversation wraps up with a look at the Virtual Financial Coach, Evan's initiative at eGain to democratize financial advice. Tune in to discover the future of customer service and how technology can transform the industry. 00:53 Meet Evan: From Banking to AI 01:37 Challenges in Contact Centers 03:26 The Role of AI in Customer Service 05:46 AI's Impact on Cost Reduction 08:08 The Future of Contact Centers 10:28 Self-Service and Customer Preferences 12:34 Migrating Knowledge Bases in Financial Institutions 16:30 Risks and Solutions in AI Implementation 20:42 The Importance of Prompt Engineering 21:16 Analytics in AI and Customer Service 23:05 Getting Started with AI in Your Company 23:19 Generative AI Hype and Realistic Expectations 24:36 Strategic Implementation of Generative AI 26:05 Buy vs. Build: Making the Right Choice 28:40 The Journey of Virtual Financial Coaching 34:06 Rapid Fire Questions with Evan 36:34 Conclusion and Key Takeaways Links: LinkedIn: https://www.linkedin.com/in/evan-siegel-ab436845/ Website: https://www.egain.com/
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