In this Retain: The Customer Retention Podcast episode, Lauren DeSouza speaks with Dennis Wakabayashi, the curator of the CX Hall of Fame, which celebrates the best and brightest stars in the customer experience field. Together they discuss how to look at personalization in a completely different way, the monumental impact that the feeling of an unexpected win has on customers, and the role gratitude plays in customer experience.

Dennis Wakabayashi, from the Global Voice of CX, has over 170k audience members worldwide via Team Wakabayashi. He is also an Advisory Board Member for the Call and Contact Center Expo US, and an International Innovation Advisor to Cemantica too. Plus, Dennis hosts the podcasts and YouTube channels, CX In the Wild and The CX Tea Show.

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Previous guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.

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