Customer Experience | Dennis Wakabayashi

CX NXT UAE 2023: The future of Customer Experience Innovation

As the Chairman of the CX NXT UAE 2023, produced by MartechVibe, I had the distinct honor of overseeing one of the most influential gatherings in the Customer Experience (CX) arena. Held at the Dubai Marina, this event was a beacon of innovation, collaboration, and forward-thinking in the world of CX. The Role of MartechVibe: […]

A Alpha, B Bravo, WTH?

When it comes to customer service, clarity is king. The ICAO Phonetic Alphabet and its counterpart, the NATO Alphabet (albeit with some modifications), have long stood as universal spelling alphabets designed to elucidate messages across any spoken language. The practice of articulating “A as in Alpha, B as in Bravo” was conceived to bridge linguistic […]

Will 2024 Witness the Rise or Demise of CX Leadership?

As 2024 unfolds, the narrative of Customer Experience (CX) Leadership is under the spotlight. Data underscores its significance: a survey of 1,920 business professionals highlighted CX as a prime focus for the next five years, over product and pricing. Additionally, companies with $1 billion annual revenue could see an average revenue boost of $700 million within […]

The Transformative Power of ChromeOS in For Modern Contact Centers

In the vibrant tapestry of technological evolution, contact centers stand at an exciting crossroads. At the forefront of this change is Google’s ChromeOS, fast becoming the keystone for modernizing contact center operations and driving unparalleled efficiency. ChromeOS: A Quantum Leap for Contact Centers Recent industry analyses highlight the formidable advantages ChromeOS brings to contact center […]

Navigating the Evolving Landscape: A Glimpse into the CX Industry’s Near Future

  As we navigate through the dynamic realm of Customer Experience (CX), it’s imperative to stay ahead of the curve to ensure we’re meeting and exceeding our customers’ evolving expectations. Here’s a glimpse into the significant trends and shifts expected to shape the CX industry in the coming months: 1. Emphasis on Proactive Engagement The […]

Navigating Climate Change and Customer Experience: Lessons from Expo City Dubai

In the dynamic arena of customer experience (CX), climate change emerges as a profound influencer, reshaping consumer expectations and business operations worldwide. The recent report of record-breaking global temperatures underlines the urgency for brands to incorporate environmental stewardship within their CX strategies​1​. At this nexus of climate action and customer engagement, Expo City Dubai emerges […]

Navigating the Customer Experience Landscape: A Guided Journey

In the realm of Customer Experience (CX), the voyage towards achieving unparalleled customer satisfaction is an enduring endeavor. The landscape is ever-evolving, with new methodologies, technologies, and consumer expectations continually reshaping the terrain. Success in this domain hinges on an unyielding commitment to learning, adapting, and innovating. I am honored to be recognized among the […]

Asynchronous Communication and Hark: The New Paradigm Shift in Customer Experience

In an era where digital transformation is no longer a luxury but a necessity, every touchpoint with your customer matters. Traditional avenues of communication are giving way to more agile, effective, and less intrusive methods. Enter asynchronous communication, a concept not new but revitalized through innovation in the Customer Experience (CX) landscape. One of the […]