In the 1939 film, The Wizard of Oz, Dorothy’s dog, Toto, pulls back a curtain to reveal the Wizard to be just an ordinary man, operating machinery that projects a gigantic, ghostly, and intimidating image of his face. The Wizard had built his reputation using technology that no one in the merry old land of Oz understood.

Today, there’s a technology impacting Customer Experience that few understand – algorithms.

My guest this week is Dennis Wakabayashi,  and he is on a mission to help people understand how marketing fits into modern CX and how technology is changing the landscape.

This week on Next in Queue, we discuss:

· The 3 Algorithms that shape CX

· The fundamental change in Social Media marketing professionals need to be aware of

· The surprising name that might become the next MySpace

· How ChatGPT will change CX in unexpected ways

· Where Revenue “Leaks” Occur in the Customer Journey

· The CX Leadership Alignment Strategy that Works

Connect with Dennis on LinkedIn – https://www.linkedin.com/in/denniswakabayashi/

Follow Dennis on Twitter – @CXCreator

Visit the website – https://denniswakabayashi.com/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/