Think AI is plug-and-play? Think again. In this CX-WISE episode, Michael Bair, Customer Experience Executive and Founder, Bair Consulting, reveals why treating AI like a team member, not a tool, is the key to customer experience success.  

Deriving from his experience scaling startups to Fortune 50 leadership, Michael reveals why AI in CX needs daily care, not blind trust. Discover how to build VoC programs that amplify what customers love, and why small moments of joy can turn customers into lifelong fans. 

What happens when AI becomes your customer’s first point of contact—and their most trusted advisor? 

In this episode of CX-WISE, Shama Hyder, founder and CEO of Zen Media, breaks down the next evolution of customer experience: from B2B and B2C to A2A—Agent to Agent. She shares how AI is reshaping expectations, why dark social is changing how we measure engagement, and what it really takes to create experiences that customers care about. 

From bold marketing experiments to the power of analog in a digital world, Shama offers a masterclass in future-ready CX strategy—backed by real-world stories, practical advice, and a healthy dose of optimism. 

What does it really take to turn digital noise into meaningful action?

In this episode of CX-WISE, Seana Siekman, VP of Analytics and Optimization at Athena Global Advisors, shares how leading brands can move beyond reactive care and start using social intelligence as a strategic advantage. From crisis response to competitor benchmarking, Seana breaks down how to build a proactive listening culture—one that’s grounded in people, process, and the right tools.

Sprinklr CTO Amitabh Misra reveals how agentic AI will revolutionize customer experience in the next 5 years, transforming everything from e-commerce to customer feedback into seamless conversational interactions.

Discover why brands must deliver "luxury experience to every single customer" and how unified omnichannel platforms are becoming essential for survival in the AI-driven future of CX.

Why do some brands have die-hard fans while others barely get a second glance? In this episode of the CX-WISE podcast, Christina Garnett unpacks the secrets behind building true brand love—from emotional loyalty to unforgettable customer experiences.

What does it take to create emotional connection in CX and drive long-term customer retention?

CX expert Eli Weiss shares real-world case studies and CX strategies that blend personalized service techniques with honest, human interactions.

Tune in to explore the future of customer experience and how brands can elevate the digital customer journey through authenticity and innovation.

Customer experience expert Brad Cleveland joins Nathan Bennett to share insights from his decades of consulting with top organizations worldwide. Brad reveals why simplicity in CX leads to extraordinary business results, how contact centers should prepare for AI transformation, and what flying a historic Spitfire taught him about innovation. Discover practical frameworks for enhancing CX strategy, why executive involvement matters, and how to balance technology with human connection. Essential listening for anyone looking to elevate their customer experience approach. 

How do marketing, culture, and AI reshape customer experiences today? 

In this episode of CX-WISE, Joy Corso, Chief Administrative Officer at Sprinklr, breaks down the messy reality of building customer connections. With 25 years of leadership at companies like Vonage and AMD, she cuts through the noise about technology and human interaction. 

Joy tackles how organizations can create customer experiences that don't feel like a corporate script—exploring how AI can support, not replace, genuine connections. She reveals the practical challenges of aligning brand promises with customer interactions and why most companies get it wrong.

Hear unfiltered insights about building experiences that customers really want, instead of the generic marketing speak most leaders default to. 

In today’s CX world, it's easy to fall into the trap of rigid, formulaic approaches that focus more on checking boxes than delivering real value. Enter Adrian Swinscoe, bestselling author and CX leader, who’s bringing a much-needed shake-up with his 'Punk CX' philosophy. Just as punk music broke all the rules in the ‘70s, Swinscoe challenges the status quo, encouraging brands to rethink what truly makes their customers happy.

Tune in to this episode of CX-WISE as we dive into his rebellious approach and discover how it's transforming the modern customer experience. Get ready to cut through the noise and focus on what really matters in CX.

How are AI and creative strategies reshaping brand building on LinkedIn, and how can organizations build meaningful connections beyond their employee networks? 

In this engaging episode of CX-WISE,Lisha Perez, Partnership Lead at the B2B Institute (LinkedIn's think tank), shares her expertise on transforming brand presence and customer care in the digital age. 

Learn how brands can expand their reach beyond traditional employee networks, leverage AI to build trust and create distinctive global identities on LinkedIn. Lisha explores the delicate balance between AI-driven efficiency and creative innovation while sharing practical insights on cross-channel marketing strategies. She also discusses the evolution of content on LinkedIn, addressing the platform's shift towards more dynamic, TikTok-style engagement. 

Tune in for a thought-provoking discussion on the future of B2B brand building and how organizations can harness AI, creativity, and strategic customer care to create lasting brand relationships in the professional digital landscape.