Viewing CX Beyond Individual Interactions With Dennis Wakabayashi

In this insightful episode of “Glassix Spotlight,” we take a holistic approach to customer experience (CX) with the global voice of CX, Dennis Wakabayashi. As the founder of Team Wakabayashi, a company at the forefront of Customer Experience and Content Marketing, Dennis has played a pivotal role in shaping the CX landscape. He is also the creator of the 'CX Update' newsletter, further solidifying his position as a thought leader in the industry.


Viewing CX Beyond Individual Interactions With Dennis Wakabayashi
Listen on

Topics

  • 00:00 - 03:46Understanding Holistic Customer Journeys
  • 03:46 - 06:19Agility in Brand Strategy During Rapid Changes
  • 06:19 - 15:09The Significance of Self-Serve Experiences and Generative AI
  • 15:09 – EndFuture Trends in Customer Experience and AI Integration

Share this episode

Join us as we explore the following key questions with Dennis:

  • How are brands evolving from isolated interactions to holistic, continuous customer journeys, and what does a continuous customer journey truly entail?

  • Can you highlight a brand that has successfully delivered a consistent and delightful experience across all touchpoints, drawing from your experience working with industry giants like FedEx, AT&T, and McDonald’s?

  • What is the significance of AI in mapping out and enhancing these continuous customer journeys?

  • In the quest for a 360-degree view of customers, how do brands strike the right balance between personalization and data privacy?

  • What are the challenges associated with creating and maintaining all-encompassing customer journeys, and how can businesses navigate these challenges effectively?


Dennis's wealth of knowledge and firsthand experience promise to provide listeners with a comprehensive understanding of the intricacies involved in delivering a seamless customer experience. Whether you're a CX professional or simply interested in the dynamics of customer interactions, this episode is not to be missed.

Explore more episodes

The Art of Memorable Service: A Conversation with Adrian Swinscoe
Episode 6

The Art of Memorable Service: A Conversation with Adrian Swinscoe

Join us in this engaging edition of "Glassix Spotlight," where we sit down with the indomitable Adrian Swinscoe, a sage in the sphere of customer experience (CX) for over a quarter of a century. As the voice behind the influential 'Punk CX Podcast' and the visionary for 'Punk XL,' Adrian has been revolutionizing the CX landscape with his straightforward and honest approach to customer service.

A Talk with Steve Towers: The Generative AI Revolution in CX
Episode 5

A Talk with Steve Towers: The Generative AI Revolution in CX

In this must-hear episode of “Glassix Spotlight,” we venture into the transformative realm of Customer Experience (CX) with the trailblazing Steve Towers. As the creator of the CEMMethod and a celebrated figure in the world of CX and business process management (BPM), Steve's extensive 40-year career has established him as a venerated guru whose influence pervades the industry.

Elevating CX Using Generative AI with Dan Gingiss
Episode 4

Elevating CX Using Generative AI with Dan Gingiss

In this thrilling episode of “Glassix Spotlight,” we dive into the fascinating world of Customer Experience (CX) with Dan Gingiss, a renowned speaker, consultant, and author of "The Experience Maker." With a rich background in customer experience and having worked with industry giants like McDonald's and Discover, Dan has honed his expertise in creating remarkable customer experiences that are both simple and affordable.

Mastering the Art of Customer Experience Through Voice and Leadership with Nate Brown
Episode 3

Mastering the Art of Customer Experience Through Voice and Leadership with Nate Brown

In this exciting episode of “Glassix Spotlight,” we delve deep into the world of Customer Experience (CX) with Nate Brown, the visionary behind CX Accelerator. As a non-profit community, CX Accelerator is passionately committed to equipping, empowering, and forging connections among Customer Experience professionals at every juncture of their journey. With a storied career as both a seasoned practitioner and a trusted consultant within several world-class organizations, Nate has proven his ability to make Customer Experience not only resonate but stick. He is truly a visionary in our industry.

Unraveling the CX Controversies with Lynn Hunsaker
Episode 1

Unraveling the CX Controversies with Lynn Hunsaker

In this enlightening episode of “Glassix Spotlight,” we delve deep into the heart of customer experience controversies with none other than Lynn Hunsaker. As the Chief Customer Officer at ClearAction Continuum and the mastermind behind the 'Ease of Work & Business Growth' newsletter, Lynn has carved a niche for herself as a leading voice in the CX realm.