CX In The Wild

Send us a text [https://www.buzzsprout.com/twilio/text_messages/1993558/open_sms] 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 [https://www.linkedin.com/in/trevorkclark] Learn more about Trevor's work at their website: https://www.shyftoff.com/ [https://www.shyftoff.com/] https://www.majidalfuttaim.com/ Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi [https://www.linkedin.com/in/denniswakabayashi]

Send us a text [https://www.buzzsprout.com/twilio/text_messages/1993558/open_sms] 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 [https://www.linkedin.com/in/anuj-bhalla-70949a11] Learn more about Anuj's work at their website: https://www.servicemob.com/ [https://www.servicemob.com/] https://www.majidalfuttaim.com/ Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi [https://www.linkedin.com/in/denniswakabayashi]

Send us a text [https://www.buzzsprout.com/twilio/text_messages/1993558/open_sms] 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 [https://www.linkedin.com/in/rajsivasubramanian] Learn more about Raj's work at their website: https://www.questionpro.com/ [https://www.questionpro.com/] https://www.majidalfuttaim.com/ Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi [https://www.linkedin.com/in/denniswakabayashi]

Send us a text [https://www.buzzsprout.com/twilio/text_messages/1993558/open_sms] 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 [https://www.linkedin.com/in/mikekaplan1] Learn more about Mike's work at their website: https://www.avoxi.com/ [https://www.avoxi.com/] https://www.majidalfuttaim.com/ Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi [https://www.linkedin.com/in/denniswakabayashi]

Send us a text [https://www.buzzsprout.com/twilio/text_messages/1993558/open_sms] 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 [https://www.linkedin.com/in/johnfinchjr] Learn more about John's work at their website: https://www.ringcentral.com/ [https://www.ringcentral.com/] https://www.majidalfuttaim.com/ Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi [https://www.linkedin.com/in/denniswakabayashi]