Best CX In The Wild Podcasts (2025)

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

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4d 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

8d 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

11d 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

24d 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

30d 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

1M 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

1M 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

1M 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

1M 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

3M 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

3M 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

4M 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

4M 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

5M 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

5M 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

5M 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

5M 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

5M 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

5M 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

5M 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

5M 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

5M 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

5M 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

5M 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

5M 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

6M 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

6M 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

6M 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

6M 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

6M 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…

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CX Transformation at the Intersection of Innovation and Strategy 24:43

6M ago24:43

24:43

Send us a text We sit down with angel investor and strategist Adrian Odgers to explore the evolving landscape of customer experience. Adrian brings a wealth of expertise, discussing how alignment, incremental progress, and AI-driven innovation are transforming both startups and large enterprises. This conversation dives into practical strategies fo…

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AI and the Future of Tax Professional Services 29:04

7M ago29:04

29:04

Send us a text In this episode of CX in the Wild, we explore how tax professionals are moving beyond traditional tasks to deliver greater value for their clients. Joining us from Las Vegas, Carrie Hammond from Intuit shares how cloud technology, AI, and real-time collaboration are transforming tax firms into trusted advisors. We discuss how tools l…

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Navigating CX Innovation in a Complex Industry 37:18

7M ago37:18

37:18

Send us a text Another episode from Zurich brings us an insightful conversation with Eline Koorndijk, an expert in customer experience within the insurance industry. In this installment of CX in the Wild, we dive into the unique challenges Eline faces working in a traditionally complex field, navigating digital transformation, and driving innovatio…

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The Power of Human-Centric Transformation in CX 22:21

7M ago22:21

22:21

Send us a text In celebration of CX Day, we bring you a special episode of CX in the Wild, recorded in Zurich, Switzerland, with the "CX Goalkeeper," Gregorio Uglioni. As a leading voice in customer experience, Greg shares his inspiring journey from financial services to healthcare, where he's been driving human-centric transformations focused on p…

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Harnessing AI to Transform Customer Experience and Efficiency 40:33

8M ago40:33

40:33

Send us a text We sit down with Leahanne Hobson, founder and CEO of Alinea Partners, and Ragna Ghoreishi, VP of Customer Success at Cleeng, at the CX Global Summit in Vienna. Together, we dive into how companies can harness AI, like Microsoft’s Co-Pilot, to revolutionize customer experience, boost efficiency, and create effective omnichannel strate…

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Creating Unexpected Wins in Customer Experience 32:12

8M ago32:12

32:12

Send us a text In this episode of CX in the Wild, recorded in Zurich, Switzerland, we sit down with Reto Stöckli, a digital transformation specialist in sales and marketing. We explore the growing role of AI in reshaping customer engagement and how businesses can leverage CRM and lead scoring to create deeper connections. Reto also highlights the i…

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How AI and CX Intersect to Protect and Engage in a Secure World 53:44

8M ago53:44

53:44

Send us a text In this episode of CX in the Wild, we’re joined by Anne-Sophie Cuzacq, a seasoned CX leader currently based in Lisbon and leading a team dedicated to enhancing digital security and customer support. With over 20 years of experience in the industry, she shares her journey from building customer support teams from the ground up to navi…

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Beyond Traditional Methods: A Fresh Take on Education and CX 46:46

8M ago46:46

46:46

Send us a text In this episode of CX in the Wild, we meet with operations and customer experience consultant Miguel Galaz in Lisbon, Portugal. Miguel, with a background spanning multiple countries and sectors, discusses his journey from a global childhood to developing innovative educational approaches and advising in customer experience. Miguel sh…

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Building Sports Dreams with Innovation and Opportunity 31:12

8M ago31:12

31:12

Send us a text In this episode of CX in the Wild recorded in Lisbon, Portugal, we chat with Manuel Jorge, Global CX Manager at Tonsser, about how this app is transforming youth football. Tonsser empowers young players to track their stats, receive peer recognition, and even catch the attention of scouts, opening up new pathways in the sport. Manuel…

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Reimagining Customer Experience: The Power of Responsible AI and Empathy 37:32

8M ago37:32

37:32

Send us a text In this episode of CX in the Wild, Dennis connects with Manu Pandey from Swiss Re at the Pronovea Global Innovation Summit in Vienna. Manu, with 22 years of experience starting as a contact center agent in India, shares his insights on how AI and empathy can transform customer experience. Together, they explore the true purpose of te…

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Unlocking the power of Commercial Excellence and Digital Transformation in CX 31:16

8M ago31:16

31:16

Send us a text Join us in Zurich for a conversation with Olga Todorova, a leader in customer experience, business excellence, and digital transformation. With a rich background in product management, financial services, and leadership roles in global industries like chemicals and agriculture, Olga dives into the critical aspects of CX that many ove…

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Scaling CX with Decentralized Technology: A Global Perspective 34:25

8M ago34:25

34:25

Send us a text Live from Zurich, this episode of CX in the Wild explores how blockchain is transforming customer experience with Emilio Canessa, Head of Global Adoption at DFINITY. Emilio, a global blockchain leader, shares how decentralized technology is enhancing data privacy, identity management, and security, empowering users with greater contr…

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Transforming CX: From Metrics to Meaningful Experiences 33:23

9M ago33:23

33:23

Send us a text In this episode, we sit down with Maxie Schmidt, a CX expert from Forrester, to dive into the challenges of measuring customer experience. Maxie shares her insights on how traditional metrics, like NPS, often fail to capture the full picture, leading companies to miss the human element of both customer and employee experiences. We ex…

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The Intersection of Healthcare and Customer Experience 32:03

9M ago32:03

32:03

Send us a text In this special episode of CX in the Wild, we’re in Frankfurt, Germany, for an engaging and unscripted conversation with David Tran, the Global Marketing Team Lead at Boehringer Ingelheim. We explore his unique insights into customer experience, patient care, and the crossover between empathy and strategy in the pharmaceutical indust…

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Crafting Lovable Experiences: A Deep Dive into CX Design 40:21

9M ago40:21

40:21

Send us a text In this special edition of CX in the Wild, recorded in Vienna, Austria, we sit down with Michael Thurow, co-founder of Shift11, to explore his unique journey from architecture to customer experience innovation. Michael shares how his diverse background has shaped his approach to designing meaningful customer experiences. We discuss t…

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Elevating Customer Experience: Insights from the Frontlines 15:14

11M ago15:14

15:14

Send us a text Join us on CX in the Wild as we sit down with Vince Trotter from National Debt Relief at Customer Contact Week. Vince shares his insights into leading a client success team in the debt settlement industry, emphasizing the importance of empathy and culture in handling complex and sensitive customer interactions. Discover how advanced …

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Real-Time Solutions and Leadership in Modern Contact Centers 21:42

11M ago21:42

21:42

Send us a text Join us for this insightful episode of CX in the Wild at CCW 2024 in Las Vegas. Our guest is Kacey Tolua, Senior Director at Marriott International, who oversees the Center of Excellence technology and global infrastructure for Marriott's customer engagement centers. In this conversation, we discuss the significant changes in the cus…

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Balancing Automation and Empathy in Modern Customer Service 23:39

11M ago23:39

23:39

Send us a text This CX in the Wild episode welcomes Lynda Harvey, Director of Customer Service and Account Management at Kin Insurance. Lynda shares her insights and vision for the call center industry, emphasizing the importance of intentional leadership and the evolving role of AI in customer service. We discuss the balance between automation and…

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CX Leadership Insights: Humility, Transparency, and Curiosity 22:51

11M ago22:51

22:51

Send us a text In this CX in the Wild episode, we sit down with John Burke, VP of Customer Experience and Technology for a leading wine lifestyle brand. We explore the multifaceted world of e-commerce and customer experience, discussing the balance of human touch and digital solutions in a high-end retail environment. From navigating supply chain d…

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AI and the Future of Healthcare Experience 17:21

11M ago17:21

17:21

Send us a text Join us live from CCW Vegas on "CX in the Wild" with Colin Crowley, a seasoned customer experience leader now with Maven Clinic. Colin shares his journey through fintech, food tech, and virtual healthcare. He discusses the transformative role of AI in enhancing patient care, quality assurance, and real-time data handling. Discover ho…