CX In The Wild

Send us Fan Mail In this episode, we explore the innovative world of Awaken Intelligence with Simon Black, focusing on their mission to enhance agent and customer experiences in contact centers. Based in the UK but with a strong presence in the US, Awaken Intelligence partners with major platforms like NICE, Genesis, and 8x8, embedding their technology to optimize service delivery. Simon introduce...

Send us Fan Mail In this episode, we chat with Jonathan Keane, CEO of CustomerHD, a BPO that distinguishes itself through its blend of benevolence and humanity in Belize and Raleigh, North Carolina. Jonathan discusses the ethos of "people helping people" that defines every aspect of the company, emphasizing their commitment to positively impacting employees' lives and community enga...

Send us Fan Mail Join us as Joe Schmidt, co-founder of CustomerHD, shares his journey from serial entrepreneurship to impactful leadership in Belize's BPO industry. Joe explains his initial hesitation to enter the call center business and his vision for a company grounded in the philosophy of 'people helping people.' He emphasizes the importance of creating a workplace culture where...

Send us Fan Mail In this engaging episode, we sit down with Eman Talaat, the Head of Experience Design at the Department of Government Enablement Abu Dhabi. Recorded in a quaint coffee shop in Dubai, Eman shares her extensive journey spanning over 20 years in the CX and UX landscape, having worked with prestigious organizations like Abu Dhabi Government, Dubai Government, and Majid Al Futtaim. Ema...

Send us Fan Mail In this insightful episode, we converse with Dina Storey, a climate and sustainability expert and senior partner at Marfa Advisors in Dubai. Dina's journey is a testament to resilience and innovation, having navigated a path from a challenging upbringing in war-torn Iraq to a distinguished career in sustainability. Dina shares her transformative experiences, which molded her...

Send us Fan Mail In this episode, I reconnect with Vikram Krishna in Dubai, a visionary I met at Expo 2020. From a banking expert to an environmental conservationist, Vikram's journey is compelling and thought-provoking. We delve into his transition to founding 'Sacred Groves', a unique venture focused on forest preservation. Vikram shares his awakening to environmental issues and h...

Send us Fan Mail In this episode, I had the pleasure of conversing with Sean Minter, founder and CEO of AmplifAI. His journey from an engineering graduate to revolutionizing call centers is inspiring. We explore Sean's adventures through the telecom industry's evolution, from deregulation challenges to leading successful tech ventures. Sean shares insightful experiences on transitioning...

Send us Fan Mail In this episode, I had the privilege of sitting down with Lee Kemp, Vice President of Customer Experience at Veritiv, a global B2B distributor for packaging facility solutions, print, and more. Lee's journey in the world of customer experience is nothing short of remarkable. We delve deep into the complexities of B2B customer experience, where service design, operational effi...

Send us Fan Mail In this episode, I sit down with Judy Ravin, the president and co-founder of Accents International. Judy is on a mission to create a world where everyone is heard, and she's doing it through a unique approach – accent acquisition. Rather than viewing accents as something to be reduced or fixed, she's helping people embrace their unique voices while improving English pron...

Send us Fan Mail In this episode, I sit down with Neha Dutta, a seasoned digital sales engineering professional with over two decades of experience. Discover the common challenges organizations face when embarking on a CX transformation and Neha's valuable advice on building effective CX teams. We explore the crucial connection between data and customer journeys and how organizations can leve...

Send us Fan Mail In this episode, I had the pleasure of speaking with Ashish Seth, VP for products at RingCentral, a cloud communication leader. We delved into the world of contact centers and explored how RingCX, their native AI-first contact center solution, is transforming customer service. We also discussed the impact of AI on agent productivity and customer empathy, simplifying complex workfl...

Send us Fan Mail In this episode, I had the pleasure of speaking with Janine George, the Chief Product and Marketing Officer at Carrol Boyes, a South African brand renowned for its timeless and functional art. As we delved into the world of product experiences, Janine shared the unique culture of innovation that drives Carrol Boyes and the dedication to creating conversation-starting pieces. Janin...

Send us Fan Mail In this episode, I had the pleasure of speaking with Sean Minter, the founder and CEO of AmplifAI, a company dedicated to helping businesses engage, develop, and recognize their top employees. We delved into insights on leadership transformation, highlighting how AmplifAI serves as an assistant to leaders, guiding them to understand their team members' unique strengths and we...

Send us Fan Mail Join me as I sit down with Lelen Udayan, Head of Customer Experience at Mukuru, a company that's making a significant impact in the realm of financial inclusion. Mukuru serves over 11 million customers primarily across Africa, and their mission is clear: to facilitate financial transactions for underserved populations and migrants. Lelen shares with us how they are bridging t...

Send us Fan Mail In this episode, Kendall Rynders, Maria Petousis, and I embark on a captivating journey into the realms of CX, EX, and UX. Our conversation unveils the essence of CX in South Africa, where innovative solutions thrive in the face of unique challenges. We dissect the importance of comprehending customers' ever-evolving needs and emotions. We must challenge conventional CX think...

Send us Fan Mail Join me in this episode as I dive into the world of customer experience with Sumarie Schreiner, a strategic customer experience and brand strategist, and a part-time lecturer with a passion for innovation. Currently pursuing her doctorate in customer experience management, Sumarie shares her remarkable journey and insights into this dynamic field. From her South African roots, Sum...

Send us Fan Mail In this episode, join me as I sit down with Ismail Dawjee, the Managing Director of Immersion Group, a dynamic experience innovation company. Ismail delves into the realm of experience innovation and its profound impact on business outcomes. With over 14 years in the design field, Ismail shares his insights into the intricate world of customer experience design. He highlights the...

Send us Fan Mail In this episode, I had the pleasure of sitting down with Fran Brzyski, Co-Founder @ Hark. Join us as we delve into the why and how of asynchronous communication. In a digital era of constant change, asynchronous communication and Hark are rewriting industry standards. They offer a sustainable, data-driven, customer-centric approach that every forward-thinking leader should explore...

Send us Fan Mail In this episode, I had the pleasure of sitting down with Krishna Raj Raja , the CEO of SupportLogic, a true pioneer in the realm of AI-driven customer support. What makes Krishna's journey so captivating is his evolution from an operating system engineer to the visionary founder of SupportLogic. His story revolves around the remarkable transformation of support operations, sh...

Send us Fan Mail In a recent conversation with Trent Rossini, Managing Director of inQuba, we uncovered an eye-opening perspective on the untapped efficiencies of African CX innovation. Africa, renowned for its dynamic tech environment, is emerging as a hub of value and innovation, particularly in the realm of customer experience. Join us as we delve into the world of CX innovation in Africa, wher...

Send us Fan Mail Join me in an engaging conversation with Jad Hindy, SVP of Marketing at Expo City, as we delve into how Dubai is not only shaping its own future but also revolutionizing holistic human experiences globally. Expo City Dubai is rapidly emerging as a global landmark, setting unprecedented standards for customer and human experiences. By seamlessly integrating cutting-edge technology,...

Send us Fan Mail Join me as I sit down with Ginger Conlon, Thought Leadership Director at Genesys. With a distinguished career in editorial leadership, including roles as the chief editor of Direct Marketing News, 1to1, and CRM magazines, Ginger has continually driven change and innovation in marketing organizations. Her editorial vision has led to increased readership, engagement, and revenue. In...

Send us Fan Mail In this episode, I sit down with Tim Houlne, the Chief Executive Officer at Humach. Humach redefines customer interactions through a seamless fusion of human expertise and machine capabilities. With a commitment to enhancing customer experiences, Humach integrates the intuition and creativity of humans with the computational prowess and automation of machines.  Tim's leadersh...

Send us Fan Mail Join me for an illuminating conversation with Lee-Anne Singer, Marketing Director of The Singer Group. With over 27 years in the industry, Lee-Anne's leadership has driven diverse businesses within South Africa's travel, hospitality, hotel, and property sectors. Beyond business, Lee-Anne is a social entrepreneur, fostering change and job creation. Her roles on boards and...

Send us Fan Mail Join me for an enlightening conversation with Dr. Hui Wu-Curtis, Founder of SupportU, a pioneering minority and woman-owned BPO. With over 20 years of strategic leadership experience, Dr. Hui has consistently driven organizational growth and success by combining visionary thinking, operational excellence, and innovative technology. Dr. Hui's expertise in aligning business str...