CX In The Wild

Send us Fan Mail In 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 e...

Send us Fan Mail We 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...

Send us Fan Mail Vietnam 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, i...

Send us Fan Mail From 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 e...

Send us Fan Mail Rebranding 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 d...

Send us Fan Mail The 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...

Send us Fan Mail Boris 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 pl...

Send us Fan Mail On 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...

Send us Fan Mail Rebranding 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 igni...

Send us Fan Mail Filipe 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 f...

Send us Fan Mail Trevor Clark, founder and CEO of ShyftOff, joins CX in the Wild to talk about what’s really happening at the intersection of entrepreneurship, workforce evolution, and the contact center of the future. With a platform that’s been called the “Uber Black for call centers,” ShyftOff is bringing flexibility, performance, and cost efficiency to an industry that's being reshaped by...

Send us Fan Mail In this episode of CX in the Wild, we catch up with Anuj Bhalla, founder and CEO of serviceMob , live from Las Vegas at Customer Contact Week. This conversation goes beyond surface-level talk about CX metrics and dives straight into the reality many businesses are facing. They're flying blind when it comes to understanding their customer journey. Anuj breaks down the real pro...

Send us Fan Mail In this episode of CX in the Wild, we sit down with Raj Sivasubramanian , Vice President at QuestionPro and one of the boldest thinkers in customer experience today. QuestionPro has been with us from the early days, innovative, collaborative, and courageous enough to support this global journey as we explore the real stories shaping modern CX. Together, we unpack what it means to...

Send us Fan Mail From compliance to connection: navigating global voice isn’t for the faint of heart. We sat down with Mike Kaplan , CMO of Avoxi, to explore how a lean, globally distributed team is transforming voice into a competitive advantage for contact centers worldwide. With over 20 years of evolution behind the brand, Avoxy has emerged as a vital infrastructure partner for enterprises expa...

Send us Fan Mail John Finch from RingCentral is back on CX in the Wild, and this time he's talking real innovation. Not just AI buzzwords, but actual deployments that are reshaping the front lines of customer experience. We dig into how RingCentral’s new AI Receptionist is helping small and medium businesses stop losing time and revenue to missed calls, and start showing up 24/7 for the custo...

Send us Fan Mail We wrap our Las Vegas series with a voice that’s reshaping how companies lead their people. Adam Boelke , founder of the Alignment Advantage Group and a 30 year veteran of CX and operations, joins us on CX in the Wild. In this episode, we get into why culture is the most overlooked asset in driving business performance and how Adam’s leadership model helps organizations build it w...

Send us Fan Mail What happens when you bring a human-centered executive advisor to the frontlines of AI transformation? You get clarity, honesty, and a challenge to the status quo. In this episode of CX in the Wild, we sit down with Kalifa Oliver , an executive experience coach and fierce advocate for the intersection of people and technology. Kalifa doesn’t just talk about the future of work, she...

Send us Fan Mail In this episode of CX in the Wild, we sit down with Raj Iyer, Chief Product Officer at Templum, Inc., to unpack what it really takes to drive enterprise change. From his years building products and teaching technology management, Raj shares insights on how to navigate misalignment, tool fatigue, and risk-averse cultures. We talk about why good ideas stall, how to manage change wit...

Send us Fan Mail Customer experience isn’t just a department. It is the backbone of business strategy. In this episode of CX in the Wild, we sit down with Ann Schirrmeister, Senior Research Manager at Suzy, to explore the power of customer data loyalty programs and the evolving role of AI in market research. We break down how brands use real-time insights to drive revenue, why personalization in l...

Send us Fan Mail In this episode of CX in the Wild, we dive into a bold conversation with Camila Ferreira in Miami, fresh off the IQPC CX Exchange. With decades of experience across Latin America, Europe, and the US, Camila brings a sharp perspective on why CX is not just a function but the business itself. We break down the real reason CX leaders struggle for a seat at the table: they are speakin...

Send us Fan Mail The future of customer experience is evolving fast. In this episode, we sit down with Patricia Osorio, co-founder of Birdie AI, to explore how AI-driven insights are changing the way businesses understand and serve their customers. We discuss how Birdie AI is breaking down data silos, revealing hidden opportunities, and replacing traditional journey mapping with real-time insights...

Send us Fan Mail What does it mean to create real impact at work, in life, and in the world? In this episode, we sit down with Kiran Varri to explore leadership, customer experience, and personal growth. From the power of small moments to the lasting effects of great experiences, this conversation goes beyond business into what truly drives change. Kiran shares insights on training, corporate tran...

Send us Fan Mail Customer experience is evolving fast, and global standards are becoming essential for businesses to stay competitive. Ladislau Batalha joins the conversation to discuss how international CX certifications are shaping organizations from small startups to enterprise giants. With plans to roll out micro certifications across Africa, the US, and 28 other countries in 2025, this discus...

Send us Fan Mail In this episode, we sit down with Lina Gallagher, a leader in e-commerce who has spent over a decade shaping online retail in the Middle East. This conversation is full of insights for brands looking to expand into the region and stay competitive in a changing digital landscape. Lina explains why brands that do not adapt to local markets struggle to survive and how WhatsApp market...

Send us Fan Mail Muayad Kayyali joins us on CX in the Wild to share his journey from the front lines of contact centers to leading sales in the CCaaS space, an evolution that gives him a rare inside out perspective on what really drives CX success. We break down the power of AI driven solutions, the push for seamless omnichannel engagement, and how the Middle East is setting new benchmarks for CX...