On this episode, Amelia welcomes Dennis Wakabayashi, Customer Experience Consultant at Team Wakabayashi, International Innovation Advisor at Cemantica, and Digital Marketing Instructor at the University of Wisconsin-Madison. During this conversation, Dennis and Amelia discuss: - The first ever interaction Dennis had at a CX event, which was with NICE. - The importance he places on capturing the stories of the innovators, people and products that shape the CX industry today. - The role that the algorithms play in the relevancy of the people in CX. - The measurable increased success of brands that embrace technology. - The struggle some CX programs have with getting alignment within the organization. - The difference between customer care-focused CX and marketing-focused CX. - The rise of AI and how it will spearhead innovation and growth. - The ways an internal campaign around a CX initiative can reap infinite rewards. Resources mentioned: Dennis Wakabayashi - https://www.linkedin.com/in/denniswakabayashi/ Team Wakabayashi - https://www.linkedin.com/company/teamwakabayashi/ Cemantica - https://www.linkedin.com/company/cemantica/ University of Wisconsin-Madison - https://www.linkedin.com/school/uwmadison/ This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. #CXO #CX #ContactCenter #CustomerService #CustomerExperience