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We sit down with Kristina Glave, CX Research Lead at Deutsche Telekom, to explore the evolving landscape of customer experience. Broadcasting from Frankfurt, we discuss how cultural differences and emerging technologies are shaping the future of CX innovation.

Kristina shares her approach to combining qualitative and quantitative research, revealing how her team uncovers customer needs across Europe. From the rise of AI-powered solutions to the importance of accessibility and inclusivity, this conversation highlights how brands can create meaningful experiences.

We also explore the balance between digital and physical worlds, human reactions to authenticity, and the future of personalized assistants that adapt to individual needs. Whether you’re a CX professional, a tech enthusiast, or simply curious about the intersection of innovation and humanity, this episode offers fresh perspectives on delivering customer excellence in a rapidly changing world.

Join us for a thought-provoking conversation that redefines the possibilities of CX design.

Kristina Glave  on LinkedIn: linkedin.com/in/kristina-glave-919941103

Learn more about Kristina's work at their website: https://www.telekom.com/

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

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We journey to the dynamic hub of Dubai to explore the ever-evolving landscape of aviation retail and customer experience with Namrata Balwani, the marketing lead at TPConnects Technologies. Together, we dive into the complexities of B2B SaaS, modernizing airline retailing, and enabling seamless customer journeys from booking to destination.

Namrata shares her insights on balancing data-driven innovation with the human touch, the art of personalization in a diverse and rapidly growing region, and the pivotal role of digital transformation in reshaping industries. Plus, hear fascinating stories of Dubai’s unmatched safety, efficiency, and vision for the future of CX.

Join us as we uncover the lessons from one of the world’s most ambitious markets and explore what lies ahead for CX in 2025 and beyond. This conversation will inspire marketers, innovators, and CX enthusiasts alike.

Namrata Balwani on LinkedIn: linkedin.com/in/namratabalwani

Learn more about Namrata's work at their website: https://tpconnects.com/

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

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Dubai is rewriting the rules of customer experience. Join us as we uncover the bold vision driving this groundbreaking city, an ambitious, human-centric masterpiece with a 600-year strategy at its core.

Jad Hindy shares powerful insights into how Dubai’s unique culture of ambition, experimentation, and empowerment transforms CX's future. From seamless personalization to innovation born from courage, we explore how this global hub sets the standard for excellence.

This episode isn’t just about a city, it’s a masterclass in how CX can redefine economies, communities, and human connections on a global scale.

Jad Hindy on LinkedIn: linkedin.com/in/jadhindy

Learn more about Jad's work at their website: https://linktr.ee/expocitydubai

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 John Finch, Global Vice President of Product Marketing at RingCentral, for a deep dive into how AI is reshaping customer experience and business communications. Drawing on insights from RingCentral’s highly anticipated AI report, John outlines the emerging trends that will define customer interactions, operational efficiency, and business growth in 2025.

We explore the realities of AI adoption, from enhancing agent retention to unlocking personalized customer experiences that drive loyalty and revenue. John also shares how businesses can move beyond outdated tools and practices, using AI to uncover meaningful insights, streamline collaboration, and redefine success metrics.

If you are ready to understand how AI will transform the relationship between businesses and their customers and what it takes to lead in this era of change, this episode is essential listening. Learn how forward-thinking organizations are not just adapting but thriving in this new landscape.

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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In this episode of CX in the Wild, we dive into the evolving world of customer experience with Franck Ardourel, a leader in marketing and CX strategy. With over 25 years of global experience, Franck shares how AI and technology are transforming the way businesses engage with customers.

We discuss the shift from traditional customer service to proactive CX management, the importance of mapping customer journeys, and how technology can empower businesses to deliver more meaningful and personalized experiences. Franck also provides insights into what businesses should focus on in 2025, from total experience strategies to leveraging technology and understanding consumer needs.

Packed with practical ideas and forward-looking strategies, this episode is a must-listen for anyone aiming to stay ahead in the ever-changing world of customer experience.

Franck Ardourel  on LinkedIn: linkedin.com/in/franckardourel

Learn more about Franck's work at their website: https://franckardourel.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 Emma Logan, a loyalty expert with a wealth of experience across diverse sectors. Together, we dive into the changing landscape of loyalty in today’s competitive markets, where creating effortless experiences and authentic connections is more important than ever.

Emma shares how loyalty is no longer about points and discounts but about building emotional bonds, personalizing experiences, and engaging customers as co-creators of innovation.

From Dubai's seamless airport interactions to VIP loyalty initiatives, we explore how brands can elevate loyalty into a meaningful art form, making customers feel truly seen, valued, and understood. Join us to learn how the perfect mix of human touch and technology can transform customer relationships and redefine loyalty.

Emma Logan  on LinkedIn: linkedin.com/in/emmajlogan

Learn more about Emma's work at their website: https://www.majidalfuttaim.com/

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

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In this episode of CX in the Wild, we explore the evolving balance between performance and resilience in the world of customer experience and leadership. Joining us is executive coach Joe Sejean, who shares how his journey through successes, failures, and personal growth has shaped his approach to creating meaningful connections in business and life.

Joe discusses the power of shifting focus from narrow performance goals to fostering adaptability and emotional connection in a rapidly changing world. Together, we uncover the critical role of intention and emotional intelligence in building strong relationships, both within organizations and with customers.

This episode dives deep into rethinking traditional metrics and exploring how businesses can thrive by embracing adaptability and creating genuine, human-centered experiences. If you're ready to rethink what it means to truly connect in business and beyond, this conversation is one you won't want to miss.

Joe Sejean  on LinkedIn: linkedin.com/in/jsejean

Learn more about Joe's work at their website: https://awards.employeeengagement.ae/

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

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In this episode of CX in the Wild, we are joined by Mohammad Mortada, a MarTech and advertising expert who shares his invaluable insights into the evolving intersection of technology, data, and human connection in customer experience.

Drawing from over a decade of experience across the Gulf region and his current work at Oracle, Mohammad dives into Dubai’s extraordinary advancements in CX, particularly in the public sector, where integration and innovation have set new benchmarks for citizen engagement.

We explore how organizations can bridge the gap between technology and human interaction, leveraging AI, data lakes, and modular cloud applications to deliver personalized, meaningful experiences. Mohammad emphasizes the importance of continuous learning, adapting to rapid technological advancements, and fostering collaboration between startups and global enterprises.

Together, we discuss Dubai's unique role in shaping the future of CX and how these lessons apply on a global scale. This conversation offers actionable insights for professionals, startups, and anyone passionate about advancing customer experience.

Mohammad Mortada  on LinkedIn: linkedin.com/in/mhmortada

Learn more about Mohammad's work at their website: https://www.oracle.com/

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

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We sit down with angel investor and strategist Adrian Odgers to explore the evolving landscape of customer experience. Adrian brings a wealth of expertise, discussing how alignment, incremental progress, and AI-driven innovation are transforming both startups and large enterprises.

This conversation dives into practical strategies for balancing ambitious goals with realistic frameworks, achieving stakeholder alignment, and leveraging AI to optimize processes like lead generation. Adrian also shares his perspective on integrating CX into broader business strategies while addressing the unique challenges faced by startups and established organizations alike.

Whether you're shaping CX for a startup or leading transformation in a large organization, this episode offers valuable lessons on driving meaningful change and achieving lasting results.

Adrian Odgers on LinkedIn: linkedin.com/in/adrianmodgers

Learn more about Adrian's work at their website: https://wearelivegreen.com/

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

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In this episode of CX in the Wild, we explore how tax professionals are moving beyond traditional tasks to deliver greater value for their clients. Joining us from Las Vegas, Carrie Hammond from Intuit shares how cloud technology, AI, and real-time collaboration are transforming tax firms into trusted advisors.

We discuss how tools like ProConnect Tax are helping firms access the best talent, automate processes, and deliver insights that truly matter to clients. This conversation uncovers the ways technology is making complex work simpler and enabling deeper connections between firms and the people they serve.

If you want to understand how innovation is reshaping experiences in the tax industry, this is one to tune into.

Carrie Hammond on LinkedIn: linkedin.com/in/cahammond

Learn more about Carrie's work at their website: https://www.intuit.com/

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