Send us a textIn 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 security.We discuss the challenges of password management in an era of paramount online security an...

Send us a textIn 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 empowers students through peer mentorship, fostering a deeper understanding and sense of responsibili...

Send us a textIn 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 supports players at all skill levels, whether they’re aiming for the pros or simply honing their skills. We ...

Send us a textIn 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 replacing it. Manu discusses how AI can empower agents to deliver compassionate, intuitive service by unde...

Send us a textJoin 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 customer segmentation, the power of digitalization, and how to bridge the gap between back-office func...

Send us a textLive 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 avenues for CX personalization.We also explore innovative decentralized growth models that bring togeth...

Send us a textIn 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 role of AI in sentiment analysis, and the importance of using metrics that reflect real CX goals. Maxie...

Send us a textIn 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 community pharmacist in Australia to leading global marketing efforts for a rare pulmonary disease. We...

Send us a textIn 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, the power of iteration in innovation, and how love and empathy can guide us in creating experiences t...

Send us a textJoin 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 revolutionize agent preparation and support in their roles. We also explore the future of AI in cust...

Send us a Text Message.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 impact of AI, and the real-world challenges and opportunities it presents. Kacey shares her expertis...

Send us a Text Message.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 in the insurance sector, and the future of customer experience in a rapidly changing world. ...

Send us a Text Message.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 service, our conversation dives into managing a diverse customer base. Tune in for insights on th...

Send us a Text Message.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 reshaping healthcare, balancing efficiency with compassionate care. Colin also highlights the importance of c...

Send us a Text Message.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, Kathy shares insights into her professional evolution, the integration of AI into business, and her pro...

Send us a Text Message.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 discusses the comprehensive planning and legislative steps taken to re-engineer the state's customer service del...

Send us a Text Message.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 explores the complexities of providing excellent customer experiences across different channels and the ...

Send us a Text Message.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 experiences and meet customers' rising expectations, influenced by leading service providers across vari...

Send us a Text Message.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 discusses the power of empathy and personal connections in service roles.Looking ahead to her retirement, Che...

Send us a Text Message.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 to sales readiness and managed services. Discover how her unique B2B secret shopping program has shap...

Send us a Text Message.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 episode, Dalia shares her extensive background in marketing and explores how varied cultural and ling...

Send us a Text Message.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 evolving landscape of post-communist Poland. We explore the strategic developments that have positioned Ops ...

Send us a Text Message.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 down technological barriers with innovative, template-based solutions. This episode dives into...

Send us a Text Message. 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 quality, positioning OP360 as a leader in customer engagement solutions. Join us to understand how...