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In this episode of CX in the Wild, we sit down with Ali Raza Shah to unpack a major shift that is reshaping our industry.

Across the world, operators are struggling to monetize 5G and many already see it as the final generation built by carriers. As we look ahead, it is clear that the next wave of networks will be shaped by the industries that need them most, from healthcare to energy to real estate.

We explore what this means for people and for the future of work. As networks move toward zero touch operations, many technical roles will disappear, but the human ability to connect, influence, and sell will become even more valuable.

Ali shares how he stays ready for change, how he continues to grow, and why curiosity remains his greatest asset.

Ali Raza Shah on LinkedIn: linkedin.com/in/ali-raza-shah-74b0288

Learn more about Ali's work at their website: https://spectrumeffect.com/

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

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We continue our journey across continents and cultures, and this episode brings us together with Ladislau Batalha, a trusted leader who is helping shape the future of experience worldwide.

From Dubai to Lisbon, Brazil to Vietnam, we see firsthand how our community is growing, connecting, and redefining what it means to create meaningful experiences in a world where expectations are rising fast.

In this conversation, we explore the expanding intersection of CX and AI, the rise of patient experience as a global priority, and the shift toward better intelligence through agentic systems that give leaders clearer vision and deeper insight.

We also look ahead to the future, where younger CEOs will move faster with new tools, and seasoned professionals will bring hard earned wisdom back into the ecosystem.

Together, we discuss the skills, mindset, and courage required to lead in 2026 and beyond. This is a look at what comes next for CX and why the world is listening more closely than ever.

Ladislau Batalha on LinkedIn: linkedin.com/in/ladislau-batalha-812218

Learn more about Ladislau's work at their website: https://icxi.com/

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

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Vietnam is one of the few places where customers can spot weak value almost instantly. In this episode of CX in the Wild, we’re in Ho Chi Minh City with Amalia Goux, a Romanian CX strategist who has spent the past eight years helping brands design experiences that genuinely resonate with Vietnamese consumers.

We dig into why “value for money” in Vietnam isn’t just about price, it’s a mix of quality, social cues, cultural expectations, and the kind of community word of mouth that can boost or sink a brand overnight.

We talk about how Vietnamese consumers negotiate, compare, and question every detail; what global brands often misunderstand when they apply Western models here; and why modern CX work needs to connect more directly to real business outcomes like revenue, churn, and long-term customer health.

If you want a grounded look at what effective CX really takes in an emerging market, this conversation is worth your time.

Amalia Goux on LinkedIn: linkedin.com/in/amaliagoux

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