A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time talking with him.

In this episode, I reflect on the digital revolution of the 2000s and its impact on customer service, emphasizing the need for a human-centric approach amidst the rise of generative AI. We discuss a holistic view of customer experience, where employee engagement and customer satisfaction are intertwined, underscoring the importance of leveraging AI to enhance operational efficiencies without losing the personal touch.

You can listen here.