CX In The Wild

Send us Fan Mail In this episode, we sit down with Maxie Schmidt, a CX expert from Forrester, to dive into the challenges of measuring customer experience. Maxie shares her insights on how traditional metrics, like NPS, often fail to capture the full picture, leading companies to miss the human element of both customer and employee experiences. We explore the risks of over-reliance on data, the ro...

Send us Fan Mail In this special episode of CX in the Wild, we’re in Frankfurt, Germany, for an engaging and unscripted conversation with David Tran, the Global Marketing Team Lead at Boehringer Ingelheim. We explore his unique insights into customer experience, patient care, and the crossover between empathy and strategy in the pharmaceutical industry. David shares his journey from working as a c...

Send us Fan Mail In this special edition of CX in the Wild, recorded in Vienna, Austria, we sit down with Michael Thurow, co-founder of Shift11, to explore his unique journey from architecture to customer experience innovation. Michael shares how his diverse background has shaped his approach to designing meaningful customer experiences. We discuss the importance of understanding customer needs, t...

Send us Fan Mail Join us on CX in the Wild as we sit down with Vince Trotter from National Debt Relief at Customer Contact Week. Vince shares his insights into leading a client success team in the debt settlement industry, emphasizing the importance of empathy and culture in handling complex and sensitive customer interactions. Discover how advanced training techniques and innovative AI solutions...

Send us Fan Mail Join us for this insightful episode of CX in the Wild at CCW 2024 in Las Vegas. Our guest is Kacey Tolua, Senior Director at Marriott International, who oversees the Center of Excellence technology and global infrastructure for Marriott's customer engagement centers. In this conversation, we discuss the significant changes in the customer service industry, especially the impa...

Send us Fan Mail This CX in the Wild episode welcomes Lynda Harvey, Director of Customer Service and Account Management at Kin Insurance. Lynda shares her insights and vision for the call center industry, emphasizing the importance of intentional leadership and the evolving role of AI in customer service. We discuss the balance between automation and human touch, the impact of regulatory changes i...

Send us Fan Mail In this CX in the Wild episode, we sit down with John Burke, VP of Customer Experience and Technology for a leading wine lifestyle brand. We explore the multifaceted world of e-commerce and customer experience, discussing the balance of human touch and digital solutions in a high-end retail environment. From navigating supply chain disruptions to implementing AI in customer servic...

Send us Fan Mail Join us live from CCW Vegas on "CX in the Wild" with Colin Crowley, a seasoned customer experience leader now with Maven Clinic. Colin shares his journey through fintech, food tech, and virtual healthcare. He discusses the transformative role of AI in enhancing patient care, quality assurance, and real-time data handling. Discover how innovative technologies are reshapin...

Send us Fan Mail Join us for an engaging episode of "CX in the Wild" live from Customer Contact Week in Las Vegas, where we chat with Kathy Phelps, a seasoned technology consultant from Salt Lake City. Kathy founded C-lect Consulting in 2002, initially focusing on voice and data, but has since expanded into the customer experience sector, including cybersecurity. In this conversation, Ka...

Send us Fan Mail Tune in to this episode of "CX in the Wild," recorded live at CCW. It features Tom McCarty, who shares his journey in transforming customer service operations for the state of Texas. Facing an unprecedented surge in demand during the pandemic, Tom led the strategic overhaul necessary to manage seven years' worth of customer interactions in just five weeks. He discus...

Send us Fan Mail In this episode of "CX in the Wild," recorded live at CCW, we chat with Natalie Beckerman, Global Head of Customer Support Operations at IHG Hotels and Resorts. Natalie discusses her lifelong commitment to improving customer satisfaction and her approach to making customer interactions seamless, whether through a phone call, digitally, or in person. This conversation exp...

Send us Fan Mail Join us on "CX in the Wild" for a lively conversation live from CCW with Brent Nelson, President of the Virtual Communication Center at Wellby Financial. Brent shares his 15-year journey in financial services, emphasizing the crucial role of digital transformation within the sector. He discusses how credit unions are racing to adopt new technologies to enhance member exp...

Send us Fan Mail Tune in to a special episode of "CX in the Wild," live from CCW with Cheryl China from Citizens Bank. Cheryl, who has advanced from a phone specialist to SVP overseeing retail servicing teams over her 26-year tenure, shares her journey in customer experience. She emphasizes the crucial importance of human interaction in CX, even as AI becomes more prevalent, and discusse...

Send us Fan Mail Join us on this inspiring episode of "CX in the Wild," where we dive into the world of Leahanne Hobson, the founder of Alinea Partners and a transformative leader in customer experience. With an extensive background in high tech and telecommunications, Leahanne has revolutionized channel ecosystems across global IT and telecom companies through her innovative approaches...

Send us Fan Mail We dive into the dynamic intersection of digital transformation and cultural diversity across the Middle East and Africa (MIA) with our guest, Dalia Mansour, Head of Marketing for Sprinklr in MIA. With a deep understanding of the region's unique cultural tapestry, Dalia brings strategic insight and a robust passion for digital innovation to our discussion. Throughout the epis...

Send us Fan Mail In this episode of "CX in the Wild," we are delighted to host Gabriella Coyne, the innovative founder and CEO of OpsTalent and the celebrated 2022 Businesswoman of the Year in Poland. Under her leadership, OpsTaceptional customer experience, setting new benchmarks in the industry. Gabriella shares her remarkable journey of turning adversity into opportunity in the evolvi...

Send us Fan Mail Explore the forefront of Salesforce innovation in this episode of CX in the Wild, featuring Carla Kossally, CEO and founder of Soaritude. Discover how Soaritude is transforming Salesforce into a more accessible and user-friendly platform for businesses of all sizes. Carla shares her journey from a seasoned global consultant to a tech innovator, revealing how her company breaks dow...

Send us Fan Mail In this episode of "CX in the Wild," we explore with Aaron Fischer from OP360 how athletic discipline influences leadership and enhances customer experience. Aaron shares how a commitment to health and teamwork is integral to OP360's culture, driving performance and innovation. We discuss the strategic implementation of AI to streamline processes and elevate service...

Send us Fan Mail In this episode of CX in the Wild, we dive into the intersection of artificial intelligence and human insight, exploring how this blend is revolutionizing customer interactions. Kelly Uhlrich, COO at Humach, shares her extensive experience in integrating technology and customer service, highlighting the evolution from traditional call centers to innovative customer engagement stra...

Send us Fan Mail Join us for an engaging conversation with Rossana Briceño, Belize's Special Envoy for Families and Children and the Prime Minister's wife. Rossana shares insights from her journey from special education to a pivotal role in driving societal change in Belize. In this episode, Rossana discusses her involvement in the 'Engaging Men and Boys' training, which aims t...

Send us Fan Mail Join us for an enlightening conversation with Brad Cleveland, a luminary in customer experience and service. Brad shares his unexpected journey from aspiring attorney to a leader in CX, highlighting his influential role in shaping the industry through his work with the International Customer Management Institute (ICMI) and beyond. Brad reflects on the digital revolution of the 200...

Send us Fan Mail Join us as we dive into the world of AI and customer experience with Simon Kriss, director of the CX Innovation Institute in Australia. Simon unravels the complexities of AI in the customer service domain, explaining its current state, potential, and the myths surrounding it. Unlike the clunky chatbots of yesterday, Simon envisions a future where conversational and generative AI w...

Send us Fan Mail Dave Seaton, CEO of Seaton CX, takes us through his innovative journey from a software engineer to a leading figure in customer journey mapping. Situated in Grapevine, Texas, Dave has revolutionized the way companies understand and improve their customer experiences. With a unique blend of technical expertise and a deep understanding of customer empathy, he crafts customized journ...

Send us Fan Mail Diving into the heart of AI-driven customer experience, we chat with Anna Startseva, Director at Freshworks. As Freshworks celebrates its 13th year, Anna shares how the company leverages AI to revolutionize customer service across multiple channels, making advanced technology accessible to businesses of all sizes. She demystifies AI for the customer experience sector, emphasizing...

Send us Fan Mail In this episode, we delve into an innovative breakthrough that's revolutionizing how remote customer experience teams connect, thrive, and perform. Our guest, Jason Hiland, shares the inspiring journey behind Collaboration Room, a platform that's not just about adapting to remote work but about fundamentally changing the dynamics of team interactions in a digital-first w...