The Global Xperience

Women's Day Special | Work It 'Til You Make It | Katalina Dawson

“Don’t fake it ‘til you make it. Work it ‘til you make it.”    We close our Global Xperience Women’s Month series with Katalina Dawson, EVP at Branding Arc and Board Member of Women of Debt Relief.    Her journey reflects modern leadership - adaptive, resilient, and built on real experience.    In this episode:  • How she addressed bias early in her career and established credibility  • A failed project that built lasting confidence  • The role of mentorship in accelerating growth  • How Women of Debt Relief is creating industry support networks    Timestamps:  0:00 - Introduction  0:32 - From entertainment to executive leadership  2:30 - Working in male-dominated environments  3:13 - Challenging assumptions  6:03 - Mentorship that drives growth  9:14 - Women of Debt Relief  11:15 - Learning through failure  14:35 - Why “fake it ‘til you make it” doesn’t work

Women's Day Special | Stepping Into The Unknown | Rebecca Howat

“Comparison is the thief of joy. Benchmark yourself against your own goals.”  This week, we sit down with Rebecca Howat, Chief Operating Officer at Charles Tyrwhitt, on what it looks like to grow beyond your job title, and why the next step often comes before you feel fully prepared.  In this episode:  * The “100% vs 60%” application insight, and what it means in real life  * Why Rebecca took on Warehouse Operations with zero prior experience  * How her leadership style evolved into building collective team success  * The importance of non-negotiables, and the confidence to say “no”  Upcoming episodes:  Subscribe and turn on notifications to catch Part 4 next week.    Timestamps:  0:00 Introduction  0:50 12-year journey: Merchandising to COO  2:30 Moving into Warehousing  4:47 Asking questions as a growth strategy  6:51 The confidence gap: 100% vs 60%  8:31 Leadership evolution  10:04 The power of “no”  11:27 Commercial outcomes with a people-first culture  14:38 Advice for young women

Women's Day Special | Scaling with Purpose | Heather Shoemaker

In Part 2 of our Global Xperience Women’s Month series, we speak with Heather Shoemaker, CEO and Founder of Language.io [http://Language.io].    Heather shares insights from more than twenty years in technology and entrepreneurship. She discusses the moment every founder eventually faces: deciding whether to remain fully independent or raise capital to accelerate growth.    Her experience highlights the leadership challenges behind scaling a company while maintaining purpose, values, and personal resilience.    In this episode:  • Why Heather left corporate technology to build her own company  • The decision between organic growth and venture capital  • Maintaining leadership agency under pressure  • The realities of leading a company while raising a family    Subscribe to follow the full Women’s Month series. New episodes are released each week.

Women's Day Special | Empowering Women in Tech | Wanda Mills

Summary: In this conversation, Wanda Mills shares her inspiring journey from a chat agent to a senior director, emphasizing the importance of knowledge, confidence, and mentorship in achieving career success. She reflects on her evolving leadership style, the significance of community, and her desire to empower the next generation of women in the workforce. Key Takeaways: * Wanda's journey began as a chat agent and evolved into senior leadership roles. * Knowledge is a key driver of confidence and career advancement. * Mentorship from women has been crucial in Wanda's career. * Leadership styles can evolve significantly over time. * Building a supportive community is essential for success. * Wanda emphasizes the importance of continuous learning and upskilling. * Women today face fewer barriers than in the past. * It's important to invest time in young talent eager to learn. * Wanda encourages young women to seek advice and be curious. * The community around you should evolve as you grow. Chapters: * 00:00 Celebrating Women's Leadership * 06:00 The Journey to Leadership * 11:59 Evolving Leadership Styles * 15:58 Empowering the Next Generation

From Tickets To Relationships | Mikkel Andreassen | Dixa

Summary: In this episode of The Global Xperience, Bryce Cressy sits down with Mikkel Andreassen, Director of Solutions & CX Advisory at Dixa, to explore the shift from ticket-based customer service to conversation-led, relationship-driven CX. Mikkel shares his journey from agent to BPO leader to software provider, and how that “other side of the fence” perspective reshaped his understanding of service technology. The conversation dives into Dixa's philosophy of “customer friendship” — building platforms around the user, not the ticket ID — and why omnichannel context is critical to loyalty and CSAT. They unpack the architectural differences between legacy systems and user-centric design, the growing role of agentic AI in workflow orchestration, and why customer service still struggles to prove ROI compared to marketing. Using examples like Charles Tyrwhitt, they explore what premium service at scale really requires: context, orchestration, and AI working in the engine room — not just deflecting simple queries. The episode closes with reflections on retention vs acquisition, frontline data as a strategic asset, and what it truly takes to move service from cost center to retention engine. 00:00 AI focus in the engine room: where Dixa is investing 00:22 Welcome & episode framing 01:23 Mikkel’s background: from agent to CX advisory 02:30 Switching from operator to software provider 04:20 BPO perspective & understanding tech friction 05:20 Dixa origin & “customer friendship” philosophy 07:01 Ticket ID vs user ID: architectural differences 09:33 Relationship-driven service & scaling context 11:47 The three data pillars agents need (channel, purchase, knowledge) 12:51 Omnichannel frustration & repetition killing CSAT 14:24 Retention vs acquisition: reality vs theory 16:16 Can service become a revenue center? 18:37 Unlocking product feedback & frontline data 20:38 What makes Dixa “agentic” 23:06 AI focus: workflows, insights & orchestration 23:48 Charles Tyrwhitt case & premium CX alignment 26:01 CSAT lift through contextual enablement 28:06 Rapid-fire with Mikkel (NFL, Sherlock, role model) 30:00 Innovation Lab & why Dixa needs to be experienced 31:39 Confidence in platform differentiation 32:08 Closing reflections & partnership outlook Links: LinkedIn (Mikkel Andreasen): https://www.linkedin.com/in/mikkel-andreassen-4603b74a/ [https://www.linkedin.com/in/mikkel-andreassen-4603b74a/] Dixa: https://www.dixa.com/