Customer Experience | Dennis Wakabayashi

Unlocking the Power of Human Insight: An Exclusive Interview with Samantha Payne

Samantha Payne, Service Line Lead for the Qualitative Team at Ipsos South Africa, captured in a moment of thoughtful reflection during an exclusive interview discussing the role of purpose in driving positive environmental and societal change.

Introduction In a landscape where data reigns supreme, it’s often easy to overlook the vital role of human intuition and qualitative analysis. Samantha Payne, the service line lead at Ipsos in South Africa for the qualitative team, is a beacon in this realm. From her roots on a South African farm to leading qualitative research […]

An Exclusive Interview with Matt Rocco, CEO at Etech Global Services

Matt Rocco, CEO of Etech Global Services, engaged in conversation during an exclusive interview on customer experience.

Introduction: Setting the Stage In a world obsessed with buzzwords like “digital transformation” and “AI-driven solutions,” it’s easy to overlook the human element that remains the cornerstone of customer experience (CX). To cut through the noise, I sat down with Matt from Etech, a figure renowned for his disruptive thinking in the realm of customer […]

Revolutionize Your CX in 7 Steps: Secrets the Top Brands Use

Customer Experience workshop with Dennis Wakabayashi

You’re here because you want to take your customer experience (CX) to the next level, right? Well, the 3R-4E strategy is your go-to tool. This seven-step approach is pretty simple. First, you’ve got your 3Rs: Reputation, Reach, and Relationship. They’re all about how your brand looks and feels to the world, and how you connect […]

Today, we’re going to be discussing four common misconceptions about Customer Experience (CX). We’ll be talking about the cost of CX, the relationship between happy customers and CX, the role of technology, and who is responsible for CX. Misconception #1: The Cost of CX Some people believe that customer experience programs are expensive, and they’re […]

How to build a CX program within your organization

We all know that CX is a great way to align teams, acquire new customers, and boost revenue. But, not every organization has the resources to fully implement a successful CX program. That’s why it’s important to be strategic in how we introduce and position our CX initiatives to gain support and momentum from different […]

How to craft experiences

  In this video I share a 5 step recipe that I use as a template to create customer experiences that apply to most business situations. The five ingredients we discuss are: 1) Goals 2) Influence 3) Preference 4) Motivation 5) Expectation When we deliver all 5 of these within any experience it makes us […]

How to move customers through the journey

In this video, I’m going to show you how to repurpose your content strategy for customer experience. If you’re struggling with how to get started, don’t worry. I’ve got you covered. I’ll walk you through the steps you need to take to reorganize your content creation into a customer experience strategy that works for everyone […]

How to acquire and retain customers using CX

  It’s no secret that customers are increasingly turning to the internet to find and engage with businesses. However, customer experience is not just about acquiring new customers, it’s also about retaining them and maximizing their lifetime value to access the +4% incremental revenue we all want from CX. And to be brutally honest, to […]

Journey Mapping Basics in 2023 Journey mapping is a powerful technique for understanding the customer experience and identifying opportunities for improvement. In this video, I break down the four most common “journey maps” and how to make them. Within the video I provide various tools to help you master Journey Mapping and show examples. For those of you who […]

What is CX? A simple guide to customer experience strategy

Here’s a handy cheat sheet for CX strategists in 2023. Creating a successful customer experience (CX) strategy requires understanding how customers interact with your brand, what drives their purchasing decisions, and how to improve their overall experience. One effective methodology for achieving this is by utilizing the sales funnel as a framework for understanding customer […]