CX In The Wild

Send us Fan Mail Marineuza Dias joins us on CX in the Wild to explore the impact of real conversations in shaping better workplaces. Her work in employee assistance services helps people navigate mental health challenges, financial concerns, and legal matters, ensuring they have the support they need to thrive. She shares how her team focuses on human connection rather than rigid processes, creati...

Send us Fan Mail The future is coming fast, but does it have to feel overwhelming? On this episode of CX in the Wild, we sit down with Kate O'Neill, a leading voice in human-centered technology and author of What Matters Next? A Leaders Guide to Making Human Friendly Tech Decisions in a World That is Moving Too Fast. Kate breaks down what it takes to make better decisions in an age of AI, dat...

Send us Fan Mail In this episode of CX in the Wild, we sit down with Rita Felix from Schneider Electric to explore the balance between technology and human connection in customer experience. She shares how companies can embrace AI without losing the personal touch and why genuine human interactions still play a critical role in building trust and loyalty.  We also discuss the challenges of managin...

Send us Fan Mail What does it take to go beyond customer satisfaction and achieve true customer excellence? In this episode, we’re in Dubai with Vimal Rai, founder of Commercial Excellence Partners, exploring how curiosity, leadership, and innovation can empower businesses to create meaningful, transformative experiences. Vimal shares insights on redefining customer journeys, fostering human conne...

Send us Fan Mail In this episode of CX in the Wild, we sit down with Subhi Farah, CEO and co-founder of Kanari, the Middle East’s first customer experience platform. From leading CX innovation in Dubai’s unique ecosystem to competing with global giants, Subhi shares how Kanari partners with businesses to embed customer-centricity and scale innovation in a fast-evolving market. We explore the trans...

Send us Fan Mail We sit down with Kristina Glave, CX Research Lead at Deutsche Telekom, to explore the evolving landscape of customer experience. Broadcasting from Frankfurt, we discuss how cultural differences and emerging technologies are shaping the future of CX innovation. Kristina shares her approach to combining qualitative and quantitative research, revealing how her team uncovers customer...

Send us Fan Mail We journey to the dynamic hub of Dubai to explore the ever-evolving landscape of aviation retail and customer experience with Namrata Balwani, the marketing lead at TPConnects Technologies. Together, we dive into the complexities of B2B SaaS, modernizing airline retailing, and enabling seamless customer journeys from booking to destination. Namrata shares her insights on balancing...

Send us Fan Mail Dubai is rewriting the rules of customer experience. Join us as we uncover the bold vision driving this groundbreaking city, an ambitious, human-centric masterpiece with a 600-year strategy at its core. Jad Hindy shares powerful insights into how Dubai’s unique culture of ambition, experimentation, and empowerment transforms CX's future. From seamless personalization to innov...

Send us Fan Mail In this episode of CX in the Wild, we sit down with John Finch, Global Vice President of Product Marketing at RingCentral, for a deep dive into how AI is reshaping customer experience and business communications. Drawing on insights from RingCentral’s highly anticipated AI report, John outlines the emerging trends that will define customer interactions, operational efficiency, and...

Send us Fan Mail In this episode of CX in the Wild, we dive into the evolving world of customer experience with Franck Ardourel, a leader in marketing and CX strategy. With over 25 years of global experience, Franck shares how AI and technology are transforming the way businesses engage with customers. We discuss the shift from traditional customer service to proactive CX management, the importanc...

Send us Fan Mail In this episode of CX in the Wild, we sit down with Emma Logan , a loyalty expert with a wealth of experience across diverse sectors. Together, we dive into the changing landscape of loyalty in today’s competitive markets, where creating effortless experiences and authentic connections is more important than ever. Emma shares how loyalty is no longer about points and discounts but...

Send us Fan Mail In this episode of CX in the Wild, we explore the evolving balance between performance and resilience in the world of customer experience and leadership. Joining us is executive coach Joe Sejean, who shares how his journey through successes, failures, and personal growth has shaped his approach to creating meaningful connections in business and life. Joe discusses the power of shi...

Send us Fan Mail In this episode of CX in the Wild, we are joined by Mohammad Mortada, a MarTech and advertising expert who shares his invaluable insights into the evolving intersection of technology, data, and human connection in customer experience. Drawing from over a decade of experience across the Gulf region and his current work at Oracle, Mohammad dives into Dubai’s extraordinary advancemen...

Send us Fan Mail We sit down with angel investor and strategist Adrian Odgers to explore the evolving landscape of customer experience. Adrian brings a wealth of expertise, discussing how alignment, incremental progress, and AI-driven innovation are transforming both startups and large enterprises. This conversation dives into practical strategies for balancing ambitious goals with realistic frame...

Send us Fan Mail In this episode of CX in the Wild, we explore how tax professionals are moving beyond traditional tasks to deliver greater value for their clients. Joining us from Las Vegas, Carrie Hammond from Intuit shares how cloud technology, AI, and real-time collaboration are transforming tax firms into trusted advisors. We discuss how tools like ProConnect Tax are helping firms access the...

Send us Fan Mail Another episode from Zurich brings us an insightful conversation with Eline Koorndijk, an expert in customer experience within the insurance industry. In this installment of CX in the Wild, we dive into the unique challenges Eline faces working in a traditionally complex field, navigating digital transformation, and driving innovation in a multi-language environment. Eline shares...

Send us Fan Mail In celebration of CX Day, we bring you a special episode of CX in the Wild, recorded in Zurich, Switzerland, with the "CX Goalkeeper," Gregorio Uglioni. As a leading voice in customer experience, Greg shares his inspiring journey from financial services to healthcare, where he's been driving human-centric transformations focused on patients and employees. Together,...

Send us Fan Mail We sit down with Leahanne Hobson, founder and CEO of Alinea Partners, and Ragna Ghoreishi, VP of Customer Success at Cleeng, at the CX Global Summit in Vienna. Together, we dive into how companies can harness AI, like Microsoft’s Co-Pilot, to revolutionize customer experience, boost efficiency, and create effective omnichannel strategies. Leahanne and Ragna offer insights on integ...

Send us Fan Mail In this episode of CX in the Wild, recorded in Zurich, Switzerland, we sit down with Reto Stöckli, a digital transformation specialist in sales and marketing. We explore the growing role of AI in reshaping customer engagement and how businesses can leverage CRM and lead scoring to create deeper connections. Reto also highlights the importance of fostering a culture that empowers e...

Send us Fan Mail In this episode of CX in the Wild, we’re joined by Anne-Sophie Cuzacq, a seasoned CX leader currently based in Lisbon and leading a team dedicated to enhancing digital security and customer support. With over 20 years of experience in the industry, she shares her journey from building customer support teams from the ground up to navigating the complex world of digital identity and...

Send us Fan Mail In this episode of CX in the Wild, we meet with operations and customer experience consultant Miguel Galaz in Lisbon, Portugal. Miguel, with a background spanning multiple countries and sectors, discusses his journey from a global childhood to developing innovative educational approaches and advising in customer experience. Miguel shares his involvement in an education model that...

Send us Fan Mail In this episode of CX in the Wild recorded in Lisbon, Portugal, we chat with Manuel Jorge, Global CX Manager at Tonsser, about how this app is transforming youth football. Tonsser empowers young players to track their stats, receive peer recognition, and even catch the attention of scouts, opening up new pathways in the sport. Manuel shares how Tonsser builds community and support...

Send us Fan Mail In this episode of CX in the Wild, Dennis connects with Manu Pandey from Swiss Re at the Pronovea Global Innovation Summit in Vienna. Manu, with 22 years of experience starting as a contact center agent in India, shares his insights on how AI and empathy can transform customer experience. Together, they explore the true purpose of technology: enhancing human connection, not replac...

Send us Fan Mail Join us in Zurich for a conversation with Olga Todorova, a leader in customer experience, business excellence, and digital transformation. With a rich background in product management, financial services, and leadership roles in global industries like chemicals and agriculture, Olga dives into the critical aspects of CX that many overlook. She shares her strategies on effective cu...

Send us Fan Mail Live from Zurich, this episode of CX in the Wild explores how blockchain is transforming customer experience with Emilio Canessa, Head of Global Adoption at DFINITY. Emilio, a global blockchain leader, shares how decentralized technology is enhancing data privacy, identity management, and security, empowering users with greater control over personal information and opening new ave...