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 Leadership06:00 The Journey to Leadership11:59 Evolving Leadership Styles15:58 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 investing00:22 Welcome & episode framing01:23 Mikkel’s background: from agent to CX advisory02:30 Switching from operator to software provider04:20 BPO perspective & understanding tech friction05:20 Dixa origin & “customer friendship” philosophy07:01 Ticket ID vs user ID: architectural differences09:33 Relationship-driven service & scaling context11:47 The three data pillars agents need (channel, purchase, knowledge)12:51 Omnichannel frustration & repetition killing CSAT14:24 Retention vs acquisition: reality vs theory16:16 Can service become a revenue center?18:37 Unlocking product feedback & frontline data20:38 What makes Dixa “agentic”23:06 AI focus: workflows, insights & orchestration23:48 Charles Tyrwhitt case & premium CX alignment26:01 CSAT lift through contextual enablement28:06 Rapid-fire with Mikkel (NFL, Sherlock, role model)30:00 Innovation Lab & why Dixa needs to be experienced31:39 Confidence in platform differentiation32:08 Closing reflections & partnership outlookLinks:LinkedIn (Mikkel Andreasen): https://www.linkedin.com/in/mikkel-andreassen-4603b74a/Dixa: https://www.dixa.com/
June 6, 2024Episode 1038 min
How To Create Experience Makers | Dan Gingiss
Send us a textEpisode 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 media platforms. We delve into the value of creating memorable "wow" moments versus maintaining consistent service, and Dan provides actionable insights for brands to improve their customer interactions. Additionally, Dan shares some personal anecdotes, including his surprising stint as a singer at major league baseball games and his connection to famous 80s movies.Key Highlights:The Evolution of Social Media in Customer Service: Dan discusses how social media has transformed customer service by giving customers a powerful voice and brands a direct channel for engagement.Importance of Omnichannel Approach: The need for brands to be present on various social media platforms like WhatsApp, Instagram, and Facebook Messenger to meet customers where they are.Creating 'Wow' Moments: Balancing between consistently good service and delivering unexpected, memorable experiences that turn customers into advocates.Fixing Pain Points: The significance of addressing common customer complaints and issues to improve overall satisfaction, as exemplified by Dan's experience at Discover.Inspiration Beyond Industry: Encouraging brands to look outside their industry for innovative ideas to enhance their customer experience.Personal Touch: Dan’s unique tactic of singing during his keynotes engages and surprises his audience, demonstrating the power of unexpected positive experiences.South African Trivia: See how well Dan knows South Africa.Extra links or connect with guests:Website: https://dangingiss.com/LinkedIn: https://www.linkedin.com/in/dangingiss/Instagram: https://www.instagram.com/dgingiss?igsh=cXZrbzJ6cWszbjZy
October 20, 2025Episode 436 min
Adoption Beats Innovation Every Time | Jeff Janzen | Laivly
Send us a textSummary: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 anymore01:13 Welcome & episode framing02:31 Laivly origin: from BPO team to platform05:39 The GPT moment & market shift08:01 AI-washing and how to vet vendors10:17 Many pilots, few wins—what’s going wrong11:26 Implementation fears, security, and integration-light deployment15:32 Adoption phases & top-down leadership buy-in18:37 Do agents really benefit? Metrics and realities22:27 Pilot results: AHT down, CSAT/FCR up; agent sentiment23:23 “Sidd” gets personified: training anecdotes24:15 Tuning for tenure: Sidd Studio & configurable guidance27:03 Rapid-fire with Jeff (superpower, snacks, theme song)29:26 What Laivly wants agents to feel30:00 Buying AI: common mistakes (strategy vs. over-planning)32:57 Start now, iterate: avoiding 12–18 month paralysis34:04 Overlay advantage across mixed CRMs/CCaaS35:58 Partnership notes & gratitude36:04 Conclusion and key takeawaysLinks: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 textEpisode 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 139 min
Uncovering the Magic within CX | Shep Hyken
Send us a textEpisode 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 Shep's journey from performing magic shows at a young age to becoming a CX legend; his perspective on the evolution of customer service and his predictions for the future of CX. Key Highlights: 1. The man behind the CX expert: We touch on Shep's hobbies, including playingguitar, performing magic tricks, and playing ice hockey, underscoring theimportance of fun in life and work. 2. A journey into customer experience: Learn how Shep's early experiences withmagic shows laid the foundation for his customer service philosophy,emphasizing appreciation, feedback, and continuous improvement. 3. Shep's literary contributions: Explore the motivations and key takeawaysfrom Shep's books, particularly "I'll Be Back", focusing on theimportance of customers returning as the ultimate metric of business success. 4. Adapting to technological advances: Shep discusses the significant impact of AIand generative AI on customer service, predicting increased comfort andadoption among consumers in interacting with AI-driven services. 5. Fundamental CX principles: Reiterating the essence of being nice and thephilosophical approach to customer service and experience as a culturalidentity of a company. 6. Segment: South African trivia: Shep tests his knowledge about South Africa,reflecting on his travels and experiences. Resources mentioned: Website: hyken.com Customer Service training: TheCustomerFocus.com Connect with Shep Hyken: LinkedIn: https://www.linkedin.com/in/shephyken/ YouTube: https://www.youtube.com/@ShepHykenSpeaker Articles: https://hyken.com/topic/sheps-articles/ Books: https://hyken.com/store/
March 18, 2024Episode 339 min
Keep Your Employees Happy | Annette Franz
Send us a textEpisode 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/
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