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The next generation of leaders is shaping the future of customer experience.

In this episode of CX in the Wild, we meet Diogo Miranda, a young professional at Altice Portugal whose journey shows how curiosity, courage, and risk-taking fuel growth. From navigating university during the pandemic to stepping into a high-impact corporate role, Diogo proves that learning and practice must go hand in hand.

We discuss why risk-taking matters, how education and experience build confidence, and why giving back to the community strengthens leadership. His story highlights how the next wave of talent is redefining strategy, innovation, and the customer experience conversation worldwide.

Diogo Miranda on LinkedIn: linkedin.com/in/diogoguilhermemiranda

Learn more about Diogo's work at their website: https://altice.net/

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

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Rebranding isn’t just a marketing exercise, it’s a catalyst for transformation. In this episode of CX in the Wild, we explore how the smartest organizations use brand evolution to fuel growth, win new markets, and stay ahead of changing customer expectations.

From the lessons hidden inside the controversial Jaguar rebrand to the often-overlooked power of personal branding in the digital economy, this conversation uncovers why the future belongs to brands that have the courage to trigger emotion, create distinction, and lead with purpose.

We break down the mindset, the discipline, and the strategy behind rebrands that work and the change management required to make them stick. Whether for a global enterprise or a personal career path, the same truth applies: people invest in the future, not the past.

Jim Heininger on LinkedIn: linkedin.com/in/jimheininger

Learn more about Jim's work at their website: https://www.dixon-james.com/

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

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Boris Petrovitch Njegosh, founder of R GENERATION, shares how the rise of remote work, AI and digital nomadism is transforming both business and life.

From leading design thinking projects for global brands to helping small companies harness AI strategies, Boris has embraced agility over long-term planning and shown how small, fast changes can outperform traditional corporate playbooks.

We explore how AI enables people to work less while delivering more value, the cultural shifts shaping global collaboration and why communities both physical and digital are becoming the new engines of innovation.

The conversation also reveals the personal side of this evolution: balancing productivity with health, family and the human experience.

Boris Petrovitch Njegosh on LinkedIn: linkedin.com/in/njegosh

Learn more about Boris' work at their website: https://r-generation.community/

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

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On this episode of CX in the Wild, we sit down with Manuela Doutel Haghighi, Director of Global Customer Experience and Success at Microsoft. With experience spanning continents and industries, Manuela shares how organizations can move beyond generic talk about CX to real-world practices that deliver measurable impact.

From shifting insurance models to healthcare innovations, and from the growing importance of employee and partner voices to the future of B2B customer experience, this conversation highlights the strategies that will set companies apart in competitive markets.

Her perspective is clear: the future of CX is not just post-sale, it begins with how expectations are set and how trust is built at every stage of the journey.

Manuela Doutel Haghighi on LinkedIn: linkedin.com/in/manueladoutelhaghighi

Learn more about Manuela's work at their website: https://news.microsoft.com/

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

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Rebranding is not about changing colors or updating a logo. It is a decisive move to align with the future.

In this episode of CX in the Wild, our guest Peter Guirguis joins us to explore how brand evolution fuels growth, builds emotional connection, and positions organizations to succeed in a shifting marketplace. From global brands redefining their identity to service firms igniting new energy within, this conversation breaks down the strategies behind bold brand pivots, the risks worth taking, and the discipline required to make transformation real.

For leaders who want to create relevance, resonance, and results, this episode offers a masterclass in how customer experience and brand transformation work hand in hand to shape the future.

Peter Guirguis on LinkedIn: linkedin.com/in/peter-guirguis-b810691

Learn more about Peter's work at their website: https://swiftpresssupport.com/

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

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Filipe Ramos, CEO of Science4you, brings a powerful perspective on how play can drive the skills needed for tomorrow’s world. His approach combines STEM learning, creativity, and family connection to create products that go beyond entertainment, shaping problem solvers who will thrive in the decades ahead.

The discussion explores how small and medium enterprises can leverage AI for growth, why early learning is a cornerstone of innovation, and how cultural insight fuels global business success. From Portugal’s classrooms to U.S. homes, Science4you is proving that the right experiences in childhood can prepare the next generation to adapt, lead, and shape the future economy.

Filipe Ramos on LinkedIn: linkedin.com/in/firamos

Learn more about Filipe's work at their website: https://www.science4youtoys.com/

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

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Trevor Clark, founder and CEO of ShyftOff, joins CX in the Wild to talk about what’s really happening at the intersection of entrepreneurship, workforce evolution, and the contact center of the future. With a platform that’s been called the “Uber Black for call centers,” ShyftOff is bringing flexibility, performance, and cost efficiency to an industry that's being reshaped by AI and shifting customer demands.

We unpack what it means to build a CX solution that thrives in volatility, how to stay level in the chaos of hypergrowth, and why some of the best CX innovation isn’t coming from the boardroom, it’s coming from the front lines. Trevor’s approach reframes transformation not as a top-down overhaul but as a bottom-up rebalancing of talent, timing, and truth.

For CX leaders navigating uncertain terrain, this conversation offers the kind of clarity and foresight you don’t find in dashboards.

Trevor Clark on LinkedIn: linkedin.com/in/trevorkclark

Learn more about Trevor's work at their website: https://www.shyftoff.com/

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

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In this episode of CX in the Wild, we catch up with Anuj Bhalla, founder and CEO of serviceMob, live from Las Vegas at Customer Contact Week. This conversation goes beyond surface-level talk about CX metrics and dives straight into the reality many businesses are facing. They're flying blind when it comes to understanding their customer journey.

Anuj breaks down the real problem: most organizations still rely on operational metrics that miss the mark on what customers actually experience. He lays out how ServiceMob is helping brands shift from fragmented snapshots to full-resolution clarity by turning raw data into meaningful experience signals.

This episode is for leaders ready to move from talk to traction. If you're working to unify operations, drive real results, and make your customer experience measurable, this conversation delivers clarity. We get real about why most CX measurement is broken, what it takes to fix it, and how AI and machine learning can turn chaos into control.

Tune in for a fresh perspective on CX that’s grounded in truth, driven by data, and focused on what matters most: earning trust and growing business.

Anuj Bhalla on LinkedIn: linkedin.com/in/anuj-bhalla-70949a11

Learn more about Anuj's work at their website: https://www.servicemob.com/

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