In this CX-WISE episode, Vincent Lacsamana, Founder & CEO of Premium Blend Consulting, shares why purpose, not platforms, is the true starting point for meaningful customer experience transformation.
Drawing from his journey as a minimalist, a B Corp founder, and a Sprinklr veteran, Vincent reveals how purpose-led consulting can unify teams, activate trust, and make CX truly human. From measuring trust to designing AI workflows that serve connection, this episode is a masterclass in building CX that starts with “why.”
What if your favorite brand could solve your problem before you even asked? In this episode of CX Ys, host Nathan Bennett sits down with Yogin Patel, VP of AI Engineering at Sprinklr, to unpack the game-changing protocol behind it all: MCP (Model, Context, Protocol). From toy robot analogies to real-world telecom and marketing use cases, Yogin breaks down how MCP is reshaping customer experience, one contextual AI interaction at a time.
🎧 Tune in to get CX wiser.
Think AI is plug-and-play? Think again. In this CX-WISE episode, Michael Bair, Customer Experience Executive and Founder, Bair Consulting, reveals why treating AI like a team member, not a tool, is the key to customer experience success.
Deriving from his experience scaling startups to Fortune 50 leadership, Michael reveals why AI in CX needs daily care, not blind trust. Discover how to build VoC programs that amplify what customers love, and why small moments of joy can turn customers into lifelong fans.
What happens when AI becomes your customer’s first point of contact—and their most trusted advisor?
In this episode of CX-WISE, Shama Hyder, founder and CEO of Zen Media, breaks down the next evolution of customer experience: from B2B and B2C to A2A—Agent to Agent. She shares how AI is reshaping expectations, why dark social is changing how we measure engagement, and what it really takes to create experiences that customers care about.
From bold marketing experiments to the power of analog in a digital world, Shama offers a masterclass in future-ready CX strategy—backed by real-world stories, practical advice, and a healthy dose of optimism.
What does it really take to turn digital noise into meaningful action?
In this episode of CX-WISE, Seana Siekman, VP of Analytics and Optimization at Athena Global Advisors, shares how leading brands can move beyond reactive care and start using social intelligence as a strategic advantage. From crisis response to competitor benchmarking, Seana breaks down how to build a proactive listening culture—one that’s grounded in people, process, and the right tools.
Sprinklr CTO Amitabh Misra reveals how agentic AI will revolutionize customer experience in the next 5 years, transforming everything from e-commerce to customer feedback into seamless conversational interactions.
Discover why brands must deliver "luxury experience to every single customer" and how unified omnichannel platforms are becoming essential for survival in the AI-driven future of CX.
Why do some brands have die-hard fans while others barely get a second glance? In this episode of the CX-WISE podcast, Christina Garnett unpacks the secrets behind building true brand love—from emotional loyalty to unforgettable customer experiences.
What does it take to create emotional connection in CX and drive long-term customer retention?
CX expert Eli Weiss shares real-world case studies and CX strategies that blend personalized service techniques with honest, human interactions.
Tune in to explore the future of customer experience and how brands can elevate the digital customer journey through authenticity and innovation.
Customer experience expert Brad Cleveland joins Nathan Bennett to share insights from his decades of consulting with top organizations worldwide. Brad reveals why simplicity in CX leads to extraordinary business results, how contact centers should prepare for AI transformation, and what flying a historic Spitfire taught him about innovation. Discover practical frameworks for enhancing CX strategy, why executive involvement matters, and how to balance technology with human connection. Essential listening for anyone looking to elevate their customer experience approach.
How do marketing, culture, and AI reshape customer experiences today?
In this episode of CX-WISE, Joy Corso, Chief Administrative Officer at Sprinklr, breaks down the messy reality of building customer connections. With 25 years of leadership at companies like Vonage and AMD, she cuts through the noise about technology and human interaction.
Joy tackles how organizations can create customer experiences that don't feel like a corporate script—exploring how AI can support, not replace, genuine connections. She reveals the practical challenges of aligning brand promises with customer interactions and why most companies get it wrong.
Hear unfiltered insights about building experiences that customers really want, instead of the generic marketing speak most leaders default to.
In today’s CX world, it's easy to fall into the trap of rigid, formulaic approaches that focus more on checking boxes than delivering real value. Enter Adrian Swinscoe, bestselling author and CX leader, who’s bringing a much-needed shake-up with his 'Punk CX' philosophy. Just as punk music broke all the rules in the ‘70s, Swinscoe challenges the status quo, encouraging brands to rethink what truly makes their customers happy.
Tune in to this episode of CX-WISE as we dive into his rebellious approach and discover how it's transforming the modern customer experience. Get ready to cut through the noise and focus on what really matters in CX.
How are AI and creative strategies reshaping brand building on LinkedIn, and how can organizations build meaningful connections beyond their employee networks?
In this engaging episode of CX-WISE,Lisha Perez, Partnership Lead at the B2B Institute (LinkedIn's think tank), shares her expertise on transforming brand presence and customer care in the digital age.
Learn how brands can expand their reach beyond traditional employee networks, leverage AI to build trust and create distinctive global identities on LinkedIn. Lisha explores the delicate balance between AI-driven efficiency and creative innovation while sharing practical insights on cross-channel marketing strategies. She also discusses the evolution of content on LinkedIn, addressing the platform's shift towards more dynamic, TikTok-style engagement.
Tune in for a thought-provoking discussion on the future of B2B brand building and how organizations can harness AI, creativity, and strategic customer care to create lasting brand relationships in the professional digital landscape.
What does the future of customer feedback look like in an AI-driven world, and how can brands transform unstructured data into meaningful customer experiences? In this insightful episode of CX-WISE, Lou Reinemann, Research Director at IDC for Voice of Customer, explores the evolution from traditional surveys to sophisticated customer listening programs.
Discover how direct, indirect, and inferred data are revolutionizing customer insights, how GenAI is transforming feedback analysis, and how brands can balance personalization with privacy to build lasting customer trust.
Tune in to learn how organizations can create a unified customer feedback strategy that drives actionable insights in our rapidly evolving digital landscape.
What does customer experience look like across the globe, and how can brands break cultural and language barriers to resonate with diverse audiences? In this insightful episode of CX-WISE, Dennis Wakabayashi, the global voice of CX, explores the key elements that shape customer experience in different countries.
Discover how empathy, cultural intelligence, and GenAI are transforming customer interactions, and how brands can adapt their strategies to build meaningful, cross-cultural relationships.
Tune in to learn how global brands can create a unified CX offering that appeals to a diverse, interconnected world
What will customer experience look like in 2025 and how can your brand stay ahead of the curve in a rapidly changing landscape? In this special analyst edition of CX-WISE, Sheila McGee-Smith, a leading expert in customer experience and Founder of McGee-Smith Analytics, dives into the most pressing CX disruptions on the horizon.
Discover how AI, conversational technologies and data-driven personalization are transforming customer journeys, and why organizations must adopt a forward-thinking approach to thrive in CX.
Tune in to know the top CX disruptions of 2025 and how your brand can leverage AI and cutting-edge technologies to deliver exceptional, future-ready customer experiences.
How can brands turn everyday social media interactions into stories that build loyalty and improve customer experience?
Digital marketing expert, Brooke B Sellas, discusses how brands can level up their customer experience through innovative social care strategies. Brooke shares how to use customer care not just as a way to respond to issues but as a proactive tool for attracting new customers and telling your brand's story.
She dives into real-world examples of brands using social media to connect with customers on a deeper level, building stronger relationships and turning active followers into loyal advocates.
Words of Wisdom from Brooke: “Why does so much content sound the same these days? It’s because people are relying on AI to tell their story. AI is great for creating commodity-type content, but don’t let it be the voice behind your story.”
Tune in for a conversation about how great CX can drive both customer loyalty and business success!
P.S. Keep an ear out for your chance to win a free copy of Brooke’s book, “Conversations That Connect”
How are brands using AI and Generative AI to create intuitive and intelligent customer experiences to drive real impact?
In this special analyst edition of CX-WISE, Sudhir Rajagopal, an industry veteran and Research Director at IDC for CXM, offers practical strategies for leveraging omnichannel, edge analytics and GenAI to enhance customer journeys.
Learn how AI can help your brand dive into millions of conversations to find powerful insights and create experiences customers love.
Words of Wisdom from Sudhir: "30% of CX executives believe that expanding data complexity will determine how they define their future CX strategy. And what that means is you have AI and automation sort of driving this need for change, both in terms of how experiences are designed and how customers then consume that experience.”
Tune in to learn more about the top 5 technology initiatives for the future of contact centers and why they’re important!
P.S. Discover key insights on AI adoption and lean marketing in our report with IDC.
If AI means “average information” and “assume to be incorrect”, how do you actually derive meaningful content from it?
Digital Marketing Leader, Andy Crestodina and our host Nathan Bennett explore how AI can give you that breakthrough moment, transforming the way you approach content creation at scale.
Learn how AI can provide you with effective strategies to optimize your content, improve its ranking and ensure that you meet customer expectations at any stage of their journey.
Words of Wisdom from Andy: "Instead of relying on traditional content style guides, create a custom-trained GPT that embodies your brand's voice. Upload your articles, e-books and creative briefs that reflect your brand’s essence. Let the GPT generate a dynamic style guide. Your team can then easily draft or revise content to align with your tone which is far more effective than a static PDF.”
Tune in to learn more about the latest experiments in AI-driven content marketing!
P.S. Keep an ear out for your chance to win a free copy of Andy’s book, “Content Chemistry.”
Want to make the most of AI and technology to show your customers you truly care?
Join Neal Schaffer and Nathan Bennett in this episode of CX-WISE for practical tips on using AI to enhance your customer service and marketing strategies.
Learn how to craft CX-critical content that aligns with the customer journey and apply predictive analytics to gain deeper insights into your audience.
Together, they discuss how brands can authentically engage with people through user-generated content and build sustainable influencer marketing plans. Neal also shares his real-world experiences as a Fractional CMO.
Words of Wisdom: "There’s a concept I like to call 'AI on the inside, human on the outside.' No matter how much AI you use behind the scenes, as long as the outward experience is 100% human, that's where you'll get the biggest bang for your buck." - Neal Schaffer
Tune in to learn more about CX-first digital marketing strategies!
P.S. Keep an ear out for your chance to win a free copy of Neal’s latest book, “Digital Threads”
Many brands claim to have a deeper understanding of their customers' experience than ever before, but how can they be sure of it?
CX Leader, Bill Price, and Nathan Bennett discuss the state of customer experience today and how to determine if customers are happy campers or silent sufferers.
As Amazon's first Global VP of Customer Service, Bill shares his insights on the company’s ‘customer ecstasy’ culture and his real-life experience on using text analytics to enhance customer service long before AI came onto the scene.
Find out how Bill advocates for agent assist to free up frontline employees, allowing them to focus more on personalized customer interactions and less on routine tasks. Discover how AI can be used to remember and predict customer preferences to better meet their needs.
Words of Wisdom: “The state of CX today is disconnected because companies are looking at reports, averages, and high-level trends, often reviewed infrequently, rather than being on the front lines listening to customers.“ - Bill Price
Tune in to gain CX wisdom on how modern-day customer behaviors are changing and learn how to adapt your strategies to stay ahead.
