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Trevor Clark, founder and CEO of ShyftOff, joins CX in the Wild to talk about what’s really happening at the intersection of entrepreneurship, workforce evolution, and the contact center of the future. With a platform that’s been called the “Uber Black for call centers,” ShyftOff is bringing flexibility, performance, and cost efficiency to an industry that's being reshaped by AI and shifting customer demands.

We unpack what it means to build a CX solution that thrives in volatility, how to stay level in the chaos of hypergrowth, and why some of the best CX innovation isn’t coming from the boardroom, it’s coming from the front lines. Trevor’s approach reframes transformation not as a top-down overhaul but as a bottom-up rebalancing of talent, timing, and truth.

For CX leaders navigating uncertain terrain, this conversation offers the kind of clarity and foresight you don’t find in dashboards.

Trevor Clark on LinkedIn: linkedin.com/in/trevorkclark

Learn more about Trevor's work at their website: https://www.shyftoff.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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In this episode of CX in the Wild, we catch up with Anuj Bhalla, founder and CEO of serviceMob, live from Las Vegas at Customer Contact Week. This conversation goes beyond surface-level talk about CX metrics and dives straight into the reality many businesses are facing. They're flying blind when it comes to understanding their customer journey.

Anuj breaks down the real problem: most organizations still rely on operational metrics that miss the mark on what customers actually experience. He lays out how ServiceMob is helping brands shift from fragmented snapshots to full-resolution clarity by turning raw data into meaningful experience signals.

This episode is for leaders ready to move from talk to traction. If you're working to unify operations, drive real results, and make your customer experience measurable, this conversation delivers clarity. We get real about why most CX measurement is broken, what it takes to fix it, and how AI and machine learning can turn chaos into control.

Tune in for a fresh perspective on CX that’s grounded in truth, driven by data, and focused on what matters most: earning trust and growing business.

Anuj Bhalla on LinkedIn: linkedin.com/in/anuj-bhalla-70949a11

Learn more about Anuj's work at their website: https://www.servicemob.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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In this episode of CX in the Wild, we sit down with Raj Sivasubramanian, Vice President at QuestionPro and one of the boldest thinkers in customer experience today. QuestionPro has been with us from the early days, innovative, collaborative, and courageous enough to support this global journey as we explore the real stories shaping modern CX.

Together, we unpack what it means to lead with empathy in a world where too many strategies are driven by dashboards instead of people. We talk about the risks of over-automation, the illusion of AI as a silver bullet, and why reducing humans to metrics disconnects brands from the very trust they’re trying to build.

From reshaping policy at Airbnb to navigating the real challenges in AI-powered contact centers, Raj shares practical insights every leader should hear. This is about staying customer-centric in a metric-obsessed world and building CX strategies that are powered by humanity, not just headlines.

Raj Sivasubramanian on LinkedIn: linkedin.com/in/rajsivasubramanian

Learn more about Raj's work at their website: https://www.questionpro.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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From compliance to connection: navigating global voice isn’t for the faint of heart.

We sat down with Mike Kaplan, CMO of Avoxi, to explore how a lean, globally distributed team is transforming voice into a competitive advantage for contact centers worldwide. With over 20 years of evolution behind the brand, Avoxy has emerged as a vital infrastructure partner for enterprises expanding across borders and into the future.

This is a story of scale, clarity, and what it really means to deliver local experiences at global speed. When it comes to voice, most providers are selling minutes. Avoxy is delivering moments that matter.

Mike Kaplan on LinkedIn: linkedin.com/in/mikekaplan1

Learn more about Mike's work at their website: https://www.avoxi.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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John Finch from RingCentral is back on CX in the Wild, and this time he's talking real innovation. Not just AI buzzwords, but actual deployments that are reshaping the front lines of customer experience. We dig into how RingCentral’s new AI Receptionist is helping small and medium businesses stop losing time and revenue to missed calls, and start showing up 24/7 for the customers who matter.

But it’s not just about answering the phone. It’s about unlocking new lanes of growth. We talk agentic AI, ecosystem intelligence, and why Ring is going beyond automation to create real value. Value you can measure in minutes saved, insights gained, and relationships built.

This is one of those conversations where CX, tech, and real-world outcomes meet in the middle. And if you're wondering what’s next for AI in CX, this episode gives you a pretty good glimpse.

John Finch on LinkedIn: linkedin.com/in/johnfinchjr

Learn more about John's work at their website: https://www.ringcentral.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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We wrap our Las Vegas series with a voice that’s reshaping how companies lead their people. Adam Boelke, founder of the Alignment Advantage Group and a 30 year veteran of CX and operations, joins us on CX in the Wild.

In this episode, we get into why culture is the most overlooked asset in driving business performance and how Adam’s leadership model helps organizations build it with intention. From call center floors to C-suites, we explore the systems, language, and leadership moves that create real employee engagement and why that’s the real unlock for customer experience.

This conversation is a must-listen for anyone who believes CX is everyone’s job and culture is how we win.

Adam Boelke on LinkedIn: linkedin.com/in/adam-boelke

Learn more about Adam's work at their website: https://alignadv.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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What happens when you bring a human-centered executive advisor to the frontlines of AI transformation? You get clarity, honesty, and a challenge to the status quo.

In this episode of CX in the Wild, we sit down with Kalifa Oliver, an executive experience coach and fierce advocate for the intersection of people and technology. Kalifa doesn’t just talk about the future of work, she builds it by blending strategy, data, and empathy into scalable action.

From confronting the fear-mongering around AI to reminding us that employees are our hidden product, this conversation is an urgent reminder that sustainable transformation starts with seeing the humans at the heart of our businesses. Especially the ones we rarely see.

If you care about customer experience, it’s time to take a hard look at the employee experience too.

Kalifa Oliver on LinkedIn: linkedin.com/in/kalifaoliver

Learn more about Kalifa's work at their website: https://www.kalifaoliver.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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In this episode of CX in the Wild, we sit down with Raj Iyer, Chief Product Officer at Templum, Inc., to unpack what it really takes to drive enterprise change.

From his years building products and teaching technology management, Raj shares insights on how to navigate misalignment, tool fatigue, and risk-averse cultures. We talk about why good ideas stall, how to manage change without breaking what already works, and the importance of knowing where you are in the transformation cycle.

If you’re in CX, product, or tech leadership, this episode offers a practical perspective on creating momentum without losing sight of the business outcomes that matter.

Disclaimer: The views and opinions expressed in this episode are those of the individuals featured and do not necessarily reflect the official policy or position of any current or former employers.

Raj Iyer on LinkedIn: linkedin.com/in/rajskiyer

Learn more about Raj's work at their website: https://www.templuminc.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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Customer experience isn’t just a department. It is the backbone of business strategy. In this episode of CX in the Wild, we sit down with Ann Schirrmeister, Senior Research Manager at Suzy, to explore the power of customer data loyalty programs and the evolving role of AI in market research.

We break down how brands use real-time insights to drive revenue, why personalization in loyalty programs is more critical than ever, and how CX is becoming the new operating system for the global economy. Plus, we challenge the traditional approach to customer acquisition. Are there any new customers, or are we just fighting for attention in an oversaturated world?

This episode is for you if you are ready to sharpen your CX strategy and turn research into results.

Ann Schirrmeister on LinkedIn: https://www.linkedin.com/in/aschirrm/

Learn more about Ann's work at their website: https://www.suzy.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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In this episode of CX in the Wild, we dive into a bold conversation with Camila Ferreira in Miami, fresh off the IQPC CX Exchange. With decades of experience across Latin America, Europe, and the US, Camila brings a sharp perspective on why CX is not just a function but the business itself.

We break down the real reason CX leaders struggle for a seat at the table: they are speaking the wrong language. Success in CX is not about softer metrics. It is about revenue growth, profitability, and strategic impact. We explore how leaders can connect CX directly to financial performance, leverage AI for data-driven decisions, and build long-term value that sticks.

This conversation is not about theories. It is about how to win.

Camila Ferreira on LinkedIn: linkedin.com/in/camiferreiraa

Learn more about Camila's work at their website: https://www.riseupbycami.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi