Best CX In The Wild Podcasts (2025)

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Redefining Customer Experience Through Human Connection 37:31

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8d ago37:31

37:31

Send us a text From Dubai, a new generation of CX leaders is shaping the future with people, culture, and purpose at the core. In this episode of CX in the Wild, we sit down with Ahmed Hatem to explore why customer happiness is more than a metric. Ahmed represents the rising wave of leaders who see customers first as human beings and believe empath…

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When Letting Go Leads to Growth: Offboarding Clients the Right Way with Nick Boscia 31:39

10h ago31:39

31:39

Ever get that gut feeling when a client’s name pops up, and your stomach drops? You’re not alone. In this episode of Deduct This with Carrie and Lexi, firm owner and tax strategist Nick Boscia of The Balanced CPA shares how learning to offboard clients changed his firm’s culture, profitability, and sanity. Nick opens up about: Overcoming the fear o…

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Burnout Isn’t a Badge of Honor: A Tax Pro’s Wake-Up Call 37:38

21d ago37:38

37:38

What if protecting your health wasn’t just a personal priority but a professional strategy? In this powerful episode of Deduct This, CPA and podcast host Randy Crabtree opens up about his own health crisis and the wake-up call it delivered to his career, his firm, and his mindset. If you've ever worn burnout like a badge of honor or felt like stepp…

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Scaling Smarter: The Metrics That Actually Matter with Bob Wang 32:28

20d ago32:28

32:28

What should you measure to grow a profitable, durable firm without burnout or busywork? In this episode, entrepreneur and fractional CFO Bob Wang shares the KPIs that move the needle, how to align pricing and compensation with outcomes, and what buyers look for when valuing firms. You’ll learn: • Why output-based compensation can outperform billabl…

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The Human Side of Advisory Tech with Yuri Kapilovich 29:18

21d ago29:18

29:18

Want to scale your firm without losing your sanity or your personal touch? In this energizing episode of Deduct This, CPA and firm owner Yuri Kapilovich (aka The Fun CPA) shares how to use tech not to replace relationships but to enhance them. From $100/hour bus rides to building a “lifestyle firm” with a $2,000 minimum fee, Yuri reveals how he str…

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Should You Switch in October? Why Now Might Be the Best Time for Tax Pros 20:35

1M ago20:35

20:35

Should You Switch in October? Why Now Might Be the Best Time for Tax Pros Still using tax tools that “mostly work”? You might be holding your firm back without realizing it. In this episode of Deduct This with Carrie and Lexi, tax professional and educator Kat Khalandach shares how small, strategic changes can lead to massive wins in efficiency and…

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Break the Grind: How to Scale Your Firm Without Burning Out 38:05

2M ago38:05

38:05

What if working less was actually the key to earning more? In this eye-opening episode, business strategist Geraldine Carter shares how tax pros can break out of the burnout cycle, simplify their practice, and scale with less stress, without sacrificing profit. • Why billable hours are broken and what to replace them with • How to shift your mindse…

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The Bold Future of Rebranding 38:24

2M ago38:24

38:24

Send us a text Rebranding isn’t just a marketing exercise, it’s a catalyst for transformation. In this episode of CX in the Wild, we explore how the smartest organizations use brand evolution to fuel growth, win new markets, and stay ahead of changing customer expectations. From the lessons hidden inside the controversial Jaguar rebrand to the ofte…

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Young Voices Shaping the Future of Customer Experience 17:43

2M ago17:43

17:43

Send us a text The next generation of leaders is shaping the future of customer experience. In this episode of CX in the Wild, we meet Diogo Miranda, a young professional at Altice Portugal whose journey shows how curiosity, courage, and risk-taking fuel growth. From navigating university during the pandemic to stepping into a high-impact corporate…

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Where AI Helps and Where It Still Intimidates Us with Steven Gabrielsen 40:07

2M ago40:07

40:07

Are you curious how real tax pros are using AI in their firms today and where they're drawing the line? In this episode of Deduct This, CPA and firm owner Steven Gabrielsen shares how he's harnessing AI to streamline workflows, free up time for advisory work, and boost client service without sacrificing the human relationships that define his pract…

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Redefining Work, Community and AI-Driven Value 40:17

2M ago40:17

40:17

Send us a text Boris Petrovitch Njegosh, founder of R GENERATION, shares how the rise of remote work, AI and digital nomadism is transforming both business and life. From leading design thinking projects for global brands to helping small companies harness AI strategies, Boris has embraced agility over long-term planning and shown how small, fast c…

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Four Voices Every CX Leader Must Listen To 22:34

2M ago22:34

22:34

Send us a text On this episode of CX in the Wild, we sit down with Manuela Doutel Haghighi, Director of Global Customer Experience and Success at Microsoft. With experience spanning continents and industries, Manuela shares how organizations can move beyond generic talk about CX to real-world practices that deliver measurable impact. From shifting …

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From Heritage to Horizon: Why Brands Must Evolve 59:27

3M ago59:27

59:27

Send us a text Rebranding is not about changing colors or updating a logo. It is a decisive move to align with the future. In this episode of CX in the Wild, our guest Peter Guirguis joins us to explore how brand evolution fuels growth, builds emotional connection, and positions organizations to succeed in a shifting marketplace. From global brands…

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The Subscription Revolution: How Recurring Revenue and AI Are Shaping the Future of Tax Practices 44:15

3M ago44:15

44:15

Discover why subscription-based pricing and AI aren’t just buzzwords; they’re the keys to building a resilient, growth-oriented tax practice. In this in-depth interview, tax strategist Chris Picciurro walks you through: His pivot from hourly billing to a subscription model inspired by client feedback How predictable monthly revenue powers better ca…

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Building Future Innovators Through Play 45:03

3M ago45:03

45:03

Send us a text Filipe Ramos, CEO of Science4you, brings a powerful perspective on how play can drive the skills needed for tomorrow’s world. His approach combines STEM learning, creativity, and family connection to create products that go beyond entertainment, shaping problem solvers who will thrive in the decades ahead. The discussion explores how…

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Running Your Practice from Paradise: Remote Success with Randy Hughes 33:52

3M ago33:52

33:52

Take Your Firm Anywhere: Remote Work Success with ProConnect Tax Join Randy Hughes, CPA, EA of Counting Pennies LLC, as he reveals how he’s run a thriving U.S. tax practice from Jamaica for nine years, no office required.In this episode, you’ll learn how to: Choose the right cloud technology to keep your team productive wherever you are Build disci…

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The Quiet Revolution Reshaping Call Center Strategy 32:56

4M ago32:56

32:56

Send us a text 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 efficie…

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Navigating the Big Beautiful Bill: What Tax Pros Need to Know with Nadia Rodriguez 25:30

4M ago25:30

25:30

Unlock the key provisions of the “Big Beautiful Bill” and learn how to guide your clients through these critical tax law updates. In this deep dive, Nadia Rodriguez breaks the legislation into three clear buckets: What’s now permanent, what’s brand-new, and what’s enhanced and shows you how to: Spotlight new deductions (up to $25K for qualified tip…

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Make The Switch This Off-Season to ProConnect Tax 21:17

4M ago21:17

21:17

Thembi Mlalazi, founder of AccTaxAdvisor CPAs, used the “off-season” to rethink her entire practice, from client experience to internal workflows, and emerged with a streamlined, cloud-based system that empowers both her team and her clients. In this episode, you’ll discover: Why off-season reflection matters: How Thembi gathers client feedback, re…

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From Metrics to Meaning: The CX Signal Brands Keep Missing 50:42

4M ago50:42

50:42

Send us a text 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 custo…

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Keeping CX Human in an AI-Driven World 27:50

5M ago27:50

27:50

Send us a text 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 m…

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From Minutes to Moments: Rethinking Voice in the AI Era 23:58

5M ago23:58

23:58

Send us a text 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 vi…

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What’s Next After Filing Season? One Firm’s Plan to Grow Smarter 31:05

5M ago31:05

31:05

Want to transform your practice into a niche, year-round advisory engine? In this episode of Deduct This, Liz Hanley of Liz Is All Biz shares how she: • Specializes in creative industries (music, photography, film) to fuel referral growth • Packages services for year-round advisory, not just seasonal tax filings • Leverages ProConnect Tax and Intui…

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Train Fast, Grow Faster: How Top Firms Onboard for Scale 24:44

5M ago24:44

24:44

Training new hires during busy season shouldn’t burn you out. Max Fritz from Dark Horse CPAs shares how his team built a more effective onboarding system using automation, microlearning, and a thoughtful human touch. You’ll learn how to create a smoother hiring experience and give staff a clear path to success. Max also explains how using ProConnec…

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Voice, Vision, and the Rise of Agentic AI 32:21

6M ago32:21

32:21

Send us a text 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 cal…

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Culture Is the Real CX Strategy 21:12

6M ago21:12

21:12

Send us a text We wrap our Las Vegas series with a voice that’s reshaping how companies lead their people. Adam Boelke, founder of the Alignment Advantage Group and a 30 year veteran of CX and operations, joins us on CX in the Wild. In this episode, we get into why culture is the most overlooked asset in driving business performance and how Adam’s …

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Beyond the Buzzwords: Real Talk on AI and Human-Centered Leadership 24:26

6M ago24:26

24:26

Send us a text What happens when you bring a human-centered executive advisor to the frontlines of AI transformation? You get clarity, honesty, and a challenge to the status quo. In this episode of CX in the Wild, we sit down with Kalifa Oliver, an executive experience coach and fierce advocate for the intersection of people and technology. Kalifa …

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Reset and Refocus After Tax Season 19:17

6M ago19:17

19:17

In this episode of Deduct This, tax attorney Eric Schwarberg offers clear strategies for managing post-deadline tasks, reducing burnout, and getting your practice back on track. Whether you're still closing out returns or planning for what's next, this conversation is all about finding better ways to stay in control. We talk about how to clean up c…

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How I Built My First Planning Package 29:00

6M ago29:00

29:00

Thinking about launching advisory services but not sure how to start? Al-Nesha Jones explains how her firm transitioned from tax season-only revenue to consistent, year-round client advisory. She shares how she built structured packages, tested pricing, introduced planning in phases, and used ProConnect Tax with Intuit Tax Advisor to support that c…

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Driving Outcomes in a World of Change 35:58

7M ago35:58

35:58

Send us a text In this episode of CX in the Wild, we sit down with Raj Iyer, Chief Product Officer at Templum, Inc., to unpack what it really takes to drive enterprise change. From his years building products and teaching technology management, Raj shares insights on how to navigate misalignment, tool fatigue, and risk-averse cultures. We talk abou…

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Customer Experience as the New Operating System for Business 36:40

8M ago36:40

36:40

Send us a text Customer experience isn’t just a department. It is the backbone of business strategy. In this episode of CX in the Wild, we sit down with Ann Schirrmeister, Senior Research Manager at Suzy, to explore the power of customer data loyalty programs and the evolving role of AI in market research. We break down how brands use real-time ins…

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The Business of CX: Turning Experience into Revenue 56:23

8M ago56:23

56:23

Send us a text In this episode of CX in the Wild, we dive into a bold conversation with Camila Ferreira in Miami, fresh off the IQPC CX Exchange. With decades of experience across Latin America, Europe, and the US, Camila brings a sharp perspective on why CX is not just a function but the business itself. We break down the real reason CX leaders st…

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From Insights to Impact: Unlocking Business Growth with AI 51:50

9M ago51:50

51:50

Send us a text The future of customer experience is evolving fast. In this episode, we sit down with Patricia Osorio, co-founder of Birdie AI, to explore how AI-driven insights are changing the way businesses understand and serve their customers. We discuss how Birdie AI is breaking down data silos, revealing hidden opportunities, and replacing tra…

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The Power of Experience: How Small Moments Create Big Impact 28:37

9M ago28:37

28:37

Send us a text What does it mean to create real impact at work, in life, and in the world? In this episode, we sit down with Kiran Varri to explore leadership, customer experience, and personal growth. From the power of small moments to the lasting effects of great experiences, this conversation goes beyond business into what truly drives change. K…

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CX Without Borders: Creating a Unified Approach to Customer Experience 24:04

9M ago24:04

24:04

Send us a text Customer experience is evolving fast, and global standards are becoming essential for businesses to stay competitive. Ladislau Batalha joins the conversation to discuss how international CX certifications are shaping organizations from small startups to enterprise giants. With plans to roll out micro certifications across Africa, the…

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Winning in a Platform Economy: E-commerce Strategies for Growth 32:59

9M ago32:59

32:59

Send us a text In this episode, we sit down with Lina Gallagher, a leader in e-commerce who has spent over a decade shaping online retail in the Middle East. This conversation is full of insights for brands looking to expand into the region and stay competitive in a changing digital landscape. Lina explains why brands that do not adapt to local mar…

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Transforming Customer Experience with Technology and Human Connection 11:46

10M ago11:46

11:46

Send us a text Muayad Kayyali joins us on CX in the Wild to share his journey from the front lines of contact centers to leading sales in the CCaaS space, an evolution that gives him a rare inside out perspective on what really drives CX success. We break down the power of AI driven solutions, the push for seamless omnichannel engagement, and how t…

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Beyond Policies: Human-Centered Employee Support 38:18

10M ago38:18

38:18

Send us a text Marineuza Dias joins us on CX in the Wild to explore the impact of real conversations in shaping better workplaces. Her work in employee assistance services helps people navigate mental health challenges, financial concerns, and legal matters, ensuring they have the support they need to thrive. She shares how her team focuses on huma…

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Human-Friendly Tech: Smarter Decisions in a Fast-Moving World 39:54

10M ago39:54

39:54

Send us a text The future is coming fast, but does it have to feel overwhelming? On this episode of CX in the Wild, we sit down with Kate O'Neill, a leading voice in human-centered technology and author of What Matters Next? A Leaders Guide to Making Human Friendly Tech Decisions in a World That is Moving Too Fast. Kate breaks down what it takes to…

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Lessons in CX: What Customers and Competitors Can Teach Us 37:35

10M ago37:35

37:35

Send us a text In this episode of CX in the Wild, we sit down with Rita Felix from Schneider Electric to explore the balance between technology and human connection in customer experience. She shares how companies can embrace AI without losing the personal touch and why genuine human interactions still play a critical role in building trust and loy…

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Curiosity, Leadership, and the Path to Customer Excellence 35:27

10M ago35:27

35:27

Send us a text What does it take to go beyond customer satisfaction and achieve true customer excellence? In this episode, we’re in Dubai with Vimal Rai, founder of Commercial Excellence Partners, exploring how curiosity, leadership, and innovation can empower businesses to create meaningful, transformative experiences. Vimal shares insights on red…

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Exploring the Future of CX in a Rapidly Evolving World 30:04

10M ago30:04

30:04

Send us a text In this episode of CX in the Wild, we sit down with Subhi Farah, CEO and co-founder of Kanari, the Middle East’s first customer experience platform. From leading CX innovation in Dubai’s unique ecosystem to competing with global giants, Subhi shares how Kanari partners with businesses to embed customer-centricity and scale innovation…

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AI, Accessibility, and the Next Frontier of Customer Experience 41:02

10M ago41:02

41:02

Send us a text We sit down with Kristina Glave, CX Research Lead at Deutsche Telekom, to explore the evolving landscape of customer experience. Broadcasting from Frankfurt, we discuss how cultural differences and emerging technologies are shaping the future of CX innovation. Kristina shares her approach to combining qualitative and quantitative res…

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Revolutionizing Airline Retail: The Future of CX in Aviation 31:15

10M ago31:15

31:15

Send us a text We journey to the dynamic hub of Dubai to explore the ever-evolving landscape of aviation retail and customer experience with Namrata Balwani, the marketing lead at TPConnects Technologies. Together, we dive into the complexities of B2B SaaS, modernizing airline retailing, and enabling seamless customer journeys from booking to desti…

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Dubai's Blueprint for CX Excellence: A Global Perspective 25:38

10M ago25:38

25:38

Send us a text Dubai is rewriting the rules of customer experience. Join us as we uncover the bold vision driving this groundbreaking city, an ambitious, human-centric masterpiece with a 600-year strategy at its core. Jad Hindy shares powerful insights into how Dubai’s unique culture of ambition, experimentation, and empowerment transforms CX's fut…

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AI’s Role in Transforming Customer Experience and Business Strategy 31:27

10M ago31:27

31:27

Send us a text In this episode of CX in the Wild, we sit down with John Finch, Global Vice President of Product Marketing at RingCentral, for a deep dive into how AI is reshaping customer experience and business communications. Drawing on insights from RingCentral’s highly anticipated AI report, John outlines the emerging trends that will define cu…

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AI and the Next Era of Customer Experience 34:13

10M ago34:13

34:13

Send us a text In this episode of CX in the Wild, we dive into the evolving world of customer experience with Franck Ardourel, a leader in marketing and CX strategy. With over 25 years of global experience, Franck shares how AI and technology are transforming the way businesses engage with customers. We discuss the shift from traditional customer s…

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Creating Emotional Connections That Build True Loyalty 19:59

10M ago19:59

19:59

Send us a text In this episode of CX in the Wild, we sit down with Emma Logan, a loyalty expert with a wealth of experience across diverse sectors. Together, we dive into the changing landscape of loyalty in today’s competitive markets, where creating effortless experiences and authentic connections is more important than ever. Emma shares how loya…

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Building Adaptability in a Changing World of CX 28:46

10M ago28:46

28:46

Send us a text In this episode of CX in the Wild, we explore the evolving balance between performance and resilience in the world of customer experience and leadership. Joining us is executive coach Joe Sejean, who shares how his journey through successes, failures, and personal growth has shaped his approach to creating meaningful connections in b…

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The Evolving Intersection of Data, AI, and Human Connection 31:13

10M ago31:13

31:13

Send us a text In this episode of CX in the Wild, we are joined by Mohammad Mortada, a MarTech and advertising expert who shares his invaluable insights into the evolving intersection of technology, data, and human connection in customer experience. Drawing from over a decade of experience across the Gulf region and his current work at Oracle, Moha…