Agentic CX. Lesson 00.
What can AI read, and what must leaders decide?
AI can read language, repetition and behavior at a scale no human team can match. Leaders still decide what those patterns mean and which choices deserve care.
Watch on YouTubeBrazil. Dubai. Lisbon. Ho Chi Minh City.
Customer experience is the operating system for the global economy.
In every city, I meet people making hundreds of small decisions that shape somebody else’s day. My work helps leaders see those decisions, learn from them and keep the person visible when the system gets big.
That work now lives in three books, more than 400 public videos, 144 podcast episodes, community programs and field work with brands, governments and CX professionals around the world.
See the work634KYouTube subscribers
405published videos
144CX in the Wild episodes since 2022
23,187LinkedIn followers
Platform counts checked October 30, 2026. Each number is reported separately.
The work begins with what people already know.
A service agent knows where the process slows down. A shop owner knows which promise customers do not believe. A community knows what recognition would mean because it remembers who has been overlooked.
I bring those observations into the same place as data, writing, teaching and conversation. The result is useful when people can take it back to work the next morning.
Watch one idea at a time.
Short explainers sit beside full lessons and long conversations. The format changes. The promise stays the same: one useful idea, shown clearly.
Customer Service University
New Techniques in Quality Monitoring
Episode 1 begins with the people doing the work and the conditions behind service quality.
Customer Service University
Seeing the World Through Your Customer’s Eyes
Episode 3 turns a familiar phrase into something a team can observe and practice.
Customer Service University
Listening to Your Customers
Episode 7 shows why collecting feedback and hearing a person are different acts.
CX in the Wild
One hundred forty-four conversations with people doing the work.
The podcast is where a leader gets enough time to explain what happened, what changed and what they learned. Ladislau Batalha joins Dennis here to talk about leadership across generations and AI change.
Global Experience Academy
The lesson begins with a person.
In Reading the Belief States, a practitioner watches Netflix’s 2011 pricing decision through one customer, writes a first reading, learns the method, then returns to the same customer and rewrites the sentence.
The point is not to remember a term. It is to see more precisely.
Discover the Academy and the seven CX archetypesReading the Belief States · Part 1
Netflix and Daniel
Reading the Belief States · Part 2
The method
Reading the Belief States · Part 3
Return to Daniel
The Academy rollout remains in pilot. General enrollment and email delivery are not presented as open.
Public work should return something to the community.
Not every useful contribution needs to begin with a purchase. These programs make learning, belonging and recognition visible in public.
Global CX Alliance
A professional community for people building customer experience across countries, disciplines and stages of their careers.
Take the free CX Archetype AssessmentCX Hall of Fame
Dated global and country rankings recognize professionals and companies trusted by their markets. The evidence method is public, and the people behind the work stay visible.
Public learning
The videos, podcast and written work give practitioners material they can use before a course, a membership or a client engagement begins.
Recognition is a record of where the work has been useful.
McDonald’s, FedEx, AT&T and Intuit are part of that record. So are public stages in Brazil, Dubai, Lisbon and Ho Chi Minh City, and the communities that invited the work into their countries.
One CX ecosystem. Three jobs.
The parts make sense when each one has a clear job and gives what it learns back to the others.
Shrink to Human, CX in the Wild, public lessons and short videos make the ideas available before a purchase or engagement.
The Global Experience Academy teaches the practice. The Global CX Alliance connects people. The CX Hall of Fame recognizes work that communities trust.
ATLAS, international consulting and Brave Ah! bring public belief, customer language and local conditions into a business decision.
Three ways to work together.
Bring me the question your organization, audience or market is trying to understand. Each path leads to the place built for that conversation.
International consulting
I work with brands, governments and leadership teams across countries. We begin with the question the organization needs to understand.
Start a conversation with meCX in the Wild partnerships
Partner with long-form practitioner conversations and the wider video audience without interrupting the work people came to hear.
Ask about podcast partnershipsCX Hall of Fame sponsorships
Help one country or industry celebrate the professionals and companies its market trusts, with sponsorship kept separate from every ranking.
Request a sponsorship briefingInternational keynotes
The message crosses borders because the work begins locally.
Brazil, Dubai, Lisbon and Ho Chi Minh City invited this work onto their stages. I change the examples, language and questions for the people in front of me. The human premise stays intact.
ABRAS’25, Brazil
Watch on YouTubeMayors’ Forum, Dubai
Watch on YouTubeCX Summit, Lisbon
Watch on YouTubeASEAN Summit, Ho Chi Minh City
Watch on YouTubeThe Brazil, Dubai and Vietnam keynote films had 844,964 combined views when checked October 30, 2026. That count is kept separate from subscriber and follower totals.
Dennis Wakabayashi
Tell me what you are trying to understand.
A useful conversation can begin with a customer, a team, a country or one decision that will not leave you alone.