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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 calls, and start showing up 24/7 for the customers who matter.

But it’s not just about answering the phone. It’s about unlocking new lanes of growth. We talk agentic AI, ecosystem intelligence, and why Ring is going beyond automation to create real value. Value you can measure in minutes saved, insights gained, and relationships built.

This is one of those conversations where CX, tech, and real-world outcomes meet in the middle. And if you're wondering what’s next for AI in CX, this episode gives you a pretty good glimpse.

John Finch on LinkedIn: linkedin.com/in/johnfinchjr

Learn more about John's work at their website: https://www.ringcentral.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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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 leadership model helps organizations build it with intention. From call center floors to C-suites, we explore the systems, language, and leadership moves that create real employee engagement and why that’s the real unlock for customer experience.

This conversation is a must-listen for anyone who believes CX is everyone’s job and culture is how we win.

Adam Boelkeon LinkedIn: linkedin.com/in/adam-boelke

Learn more about Adam's work at their website: https://alignadv.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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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 doesn’t just talk about the future of work, she builds it by blending strategy, data, and empathy into scalable action.

From confronting the fear-mongering around AI to reminding us that employees are our hidden product, this conversation is an urgent reminder that sustainable transformation starts with seeing the humans at the heart of our businesses. Especially the ones we rarely see.

If you care about customer experience, it’s time to take a hard look at the employee experience too.

Kalifa Oliver on LinkedIn: linkedin.com/in/kalifaoliver

Learn more about Kalifa's work at their website: https://www.kalifaoliver.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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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 about why good ideas stall, how to manage change without breaking what already works, and the importance of knowing where you are in the transformation cycle.

If you’re in CX, product, or tech leadership, this episode offers a practical perspective on creating momentum without losing sight of the business outcomes that matter.

Disclaimer: The views and opinions expressed in this episode are those of the individuals featured and do not necessarily reflect the official policy or position of any current or former employers.

Raj Iyer on LinkedIn: linkedin.com/in/rajskiyer

Learn more about Raj's work at their website: https://www.templuminc.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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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 insights to drive revenue, why personalization in loyalty programs is more critical than ever, and how CX is becoming the new operating system for the global economy. Plus, we challenge the traditional approach to customer acquisition. Are there any new customers, or are we just fighting for attention in an oversaturated world?

This episode is for you if you are ready to sharpen your CX strategy and turn research into results.

Ann Schirrmeister on LinkedIn: https://www.linkedin.com/in/aschirrm/

Learn more about Ann's work at their website: https://www.suzy.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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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 struggle for a seat at the table: they are speaking the wrong language. Success in CX is not about softer metrics. It is about revenue growth, profitability, and strategic impact. We explore how leaders can connect CX directly to financial performance, leverage AI for data-driven decisions, and build long-term value that sticks.

This conversation is not about theories. It is about how to win.

Camila Ferreira on LinkedIn: linkedin.com/in/camiferreiraa

Learn more about Camila's work at their website: https://www.riseupbycami.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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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 traditional journey mapping with real-time insights. Patricia shares how businesses can move beyond dashboards and make confident, data-driven decisions that improve retention, engagement, and revenue.

Join us as we dive into:
✔️ The power of AI in customer experience
✔️ How to unlock hidden customer insights
✔️ The shift from static data to real-time decision making
✔️ What businesses need to stay competitive in a changing world

This is the first in a series following Birdie AI’s journey from Miami to San Francisco to Brazil. Get ready for a candid look at innovation, strategy, and the future of CX.

Patricia Osorio on LinkedIn: linkedin.com/in/patriciaomg

Learn more about Patricia's work at their website: https://birdie.ai/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi

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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.

Kiran shares insights on training, corporate transformation, and how embracing change instead of resisting it can open new opportunities. We talk about the future of customer experience, the role of human connection in a digital world, and the importance of leaving something meaningful behind.

This episode is about purpose, growth, and shifting your mindset to keep up with a fast changing world. Tune in for a conversation that will challenge how you see business, leadership, and your own potential.

Listen now and be part of the movement toward better experiences for everyone.

Kiran Varri on LinkedIn: linkedin.com/in/kiranvarri

Learn more about Kiran's work at their website: https://blueoceancorporation.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi