DENNIS WAKABAYASHI

WELCOME TO NORTH AMERICA’S PREMIER DIGITAL CUSTOMER EXPERIENCE EVENT Welcome to North America’s premier event that attracts leaders from all areas across the customer experience industry to tackle key issues and challenges, in addition to showcasing the latest innovations in digital customer engagement. Get your questions answered by senior executives at the leading edge of customer experience. Use these insights to bolster your own initiatives and build the brand engagement your organization needs to lead in the current and post-pandemic world. Prepare NOW for the future of customer experience with the most innovative digital solutions. Meet and exceed customer expectations head-on by learning from the hard-fought lessons of your peers. Tickets can be obtained here: https://attendify.co/digital-customer-experience-strategies-summit-2020-f7VN8qn

This week as I was recovering from Covid, a lot of customer experiences were cast in a new light for me. Up until now, I had been thinking mostly about CX related to social distancing. Now that I have Covid, it made me think about all the people, patients or customers who would appreciate a special experience from their employer, doctor, or favourite brand. I was aware that my company had been creating all kinds of these special "care box" moments, and so I looked for information on them. I found it and sharing it with you today because they really make a huge impact on the relationships with customers, brands, patients or citizens who have or know someone with Covid-19. Just to be sure that it wasn't just my Covid delirium talking, I also surveyed 150 different people to get their take on the boxes. 80% of people I surveyed wished they would receive a care box of some sort. If you want to create a custom "care box" be sure to reach out to me. I can help you craft the perfect experience for your audience, patients or employees. To book time for us to talk, reach out at wakabayashi.as.me Be safe out there. Happy 2021

I made a small cameo with some #CustomerExperience leaders and decided to remix my footage into a personal wish of peace and happiness to everyone. 2020 was challenging, but we're still all in this together! Let's make 2021 Great. For what it's worth, I just launch my new 2021 website at www.denniswakabayashi.com if you want to catch up with me, tap into my daily feed of CX and Marketing Innovation content or just curious about who the heck made this video. =) Have a great new year!

Here's the problem. Covid made it very challenging to do big-budget advertising and marketing campaigns in 2020. The good news is: Joined.App and Heartbeat.com created solutions that produce great content and remove a number of complex steps in the customer journey. How? Heartbeat connects micro, macro and nano content creators directly with brands to co-create content. Joined.App removes most steps in the purchase process. When these two platformed are combined they act as a multiplier of ad or marketing budgets because they amplify your message in extremely relevant ways across the social media spectrum and introduce an opportunity to purchase without leaving the screen the customer is looking at. Even more astounding is that Joined.App turns any chat window into a point of sale system. Yes. you read that right. WhatsApp, WeChat and other SMS platforms are all now open for e-commerce. In 2021, there will be companies who continue to do things the old "tried and true" way, and then there will be the innovators and pioneers who take platforms like Joined.App or Heartbeat and disrupt the entire e-commerce landscape. Get a demo of Joined.App at: https://joined.app/ Get a demo of Heartbeat at: http://heartbeat.com/ This is the last video from my channel this year. Best wishes to everyone in 2021.

In this video, I talk about the challenges we all face when whenever we come up with "that big idea" and need to build a prototype. Whether a cool new website or mobile application, it often comes down to sharing the vision with clients, stakeholders or customers in order to get their buy-in. My favorite place in the world to get prototypes made is Ukraine. The reason is that they are world leaders in the technological development of many kinds and their teams, not only speak English, they are revered for their proactive creativity and problem-solving. Most European companies know this secret and if we're being honest, more than 20% of Fortune 500 companies also leverage the cost efficiencies and the high-caliber talent from Ukraine. Within Ukraine, my go-to resource for technology is a company called SPsoft. I have worked with them for a few years and they never cease to amaze me with their speed and quality, especially when delivering rapid prototypes. To learn more about SPsoft visit: https://spsoft.com/ For more content about CX or Marketing Innovation, you can visit my website at https://www.wakabayashi.us/ or follow me on Twitter:@justintimecx

In this video, I share a recent biometric analysis of the 2020 presidential debate between President Donald Trump and Joe Biden. The technology platform is from a stat-up called Synapbox who plans to release their solution to the public in 2021. Their new combination of surveys combined with facial recognition technology creates a completely new way to see into the minds and hearts of consumers (and voters). The overall impact that these kinds of technologies may be completely disruptive to all prior ways to gather customer intelligence at scale. To learn more about Synapbox visit: https://www.synapbox.com/ To learn more about Dennis Wakabayashi visit: https://www.wakabayashi.us/ Follow Dennis on Twitter: https://twitter.com/justintimecx

In this video I talk about a company that I came across that is focusing on a very specific customer touchpoint. A touchpoint that is often overlooked and should be on the radar of every CX or Marketing professional as we see 5G and the Internet Of Things (IoT) emerge. The company I talk about in this video is Registria Registria's mission is to create value for the brand (durable goods) and the owner through a mutually fulfilling ownership experience. They partner with over 300 leading and deliver tens of millions of OX moments around the world - all delivered through our OX platform combined with analytics and expert OX services. How we Registria defines Ownership Experience: OX is every moment, every interaction, with the product and the brand, that happens once someone selects the product and as long as they own the product. Durable brands need to shift from being product-centric to experience-centric for long-term sustainability. To learn more about Registria visit: https://www.registria.com/ To learn more about Dennis Wakabayashi visit: https://www.wakabayashi.us/ Follow Dennis on Twitter: https://twitter.com/justintimecx or connect on LinkedIn at: https://www.linkedin.com/in/denniswakabayashi/

Obviously, I cannot mention everyone whom I admire in a single video so I called out the Customer Experience Professionals Association (CXPA) who built the foundation for CX standards and certification, giving rise to a whole new kind of business professional - dedicated to customers! Find out more about CXPA here: https://www.cxpa.org/home Another outstanding contributor to the entire culture of CX and probably the person responsible for giving many of us our first public appearances is Mary Drumond at Worthix. She truly defines what it means to leverage "empathy" as a business tool. Find out more about Mary here: https://www.linkedin.com/in/marydrumond/ Find out more about Worthix here: https://worthix.com/ No CX party would be complete without James THE CX ROCKSTAR Dodkins! Catch up with the rockstar here: https://www.jamesdodkins.com/ Two of my favorite leading CX voices are: The Experience Maker: Dan Gingiss: https://dangingiss.com/ and Stacy Sherman who is Doing CX Right: https://doingcxright.com/about-stacy/ Finally, without Jeanne Bliss, many would have never gotten into the industry at all. She's the pioneer: https://www.customerbliss.com/ And our leading CX man: Shep Hyken has taken so many under his wing that I almost consider him to be the father of Modern CX: https://hyken.com/ Special mentions (not in the video but worth naming) are: Nate Brown and the CX Accelerator. Nate essentially gave our community a home base! Not to mention his rants on CX are epic! https://www.linkedin.com/in/cxacceler... And a final shout out to Jill Raff. Jill is pioneering some really powerful work that infuses business with the power of CX from the inside out. Her work on the employee experience is burgeoning yet already powerful and transformative. https://www.jillraff.com/ Apologies for anyone I missed in the video or post. Everyone who is doing CX has my total respect and I'm happy to celebrate you and your work within a video anytime. Just DM me and we'll make it happen. Again congratulations to everyone for a great CX Day / CX week 2020!

In this video, I talk about a transformative innovation that popped up in a conversation with my friend Saadia Sheikh, VP at JLL, while having coffee. She told me about the way JLL is transforming the way they help business adapt their real estate to the needs and culture of their employees. Admittedly, I've heard claims like this before, but when she broke it down for me, I was all ears. Essentially, JLL has developed a technology platform that takes the voice of the employee (or Employee Experience if you will) and compiles it into predictive business intelligence that gives companies a new look into how much real estate they need, where it's best located and the appropriate way to configure the space; all of which are crucial to success as companies adapt to the world in 2021 post-Covid. Needless to say, I was so impressed with this new look at the customer, employee, and human experience that I had to share it with you. To learn more about JLL visit: https://www.us.jll.com/ To contact Saadia: https://www.linkedin.com/in/saadiasheikh/ To learn more about Dennis Wakabayashi visit: https://www.wakabayashi.us/ Follow Dennis on Twitter: https://twitter.com/justintimecx Connect with Dennis on Linkedin: https://www.linkedin.com/in/denniswakabayashi/

In this video, I candidly discuss the biggest challenge or revelation of my career when it comes to performing customer experience business practices and why I work at RRD to deliver customer experience solutions to the worlds leading brands. The fact is that many advertising agencies and consultancies are entering into the market to support brands with digital transformation and customer experience initiatives. Although they have the best intentions, they are simply unable to provide the necessary strategy and governance of personally identifiable information Additionally, new data privacy laws have made it more important than ever to work with partners who comply with things like: GDPR: https://gdpr-info.eu/ CCPA: https://oag.ca.gov/privacy/ccpa PII: https://www.gsa.gov/reference/gsa-privacy-program/rules-and-policies-protecting-pii-privacy-act As of the publishing of this video, there is only one global business communications and marketing partner who know of who can properly handle consumer data in such a way that integration of customer experience touchpoints can occur safely and/or economically. That company is RR Donnelly: https://www.rrd.com/ To learn more about RR Donnelly visit: https://www.rrd.com/ To learn more about Dennis Wakabayashi visit: https://www.wakabayashi.us/ Follow Dennis on Twitter: https://twitter.com/justintimecx Connect with Dennis on Linkedin: https://www.linkedin.com/in/denniswakabayashi/

How fast do you reply to your customers? Do they have to wait to get their issues resolved? Are they forced to deal with the frustration of waiting on hold every time they need some help? Well, there’s a way around it. This upcoming webinar will also show you how to spare your customers the pain of calling representatives from multiple departments to get their issues resolved and their complaints addressed. We’ll show you how to seamlessly route the conversation to the relevant agent, with zero frustration for the customer. And, to make it even better, the customers won’t have to repeat themselves at all, the agents will have access to the complete history of the conversation and will have the context to converse with the customers and address all their issues. We’re going to show you the perfect way to leverage automation, in tandem with live, human agents to get the best of both worlds, keeping your customers as happy and satisfied as possible. And, as an added benefit, your agents will be freed from the monotony of answering the same, repetitive queries over and over again. So, join us on the 3rd of October 2020, as we make automation come alive in this exciting webinar. We’re even going to show you how to build and deploy your very own chatbot for free, without any coding skills. Sign up for the webinar now and get ready to take your customer experience to a whole new level with the best conversational automation and live agents. Register now! https://www.engati.com/webinars To learn more about engati: https://www.engati.com/ To learn more about Dennis Wakabayashi visit: https://www.wakabayashi.us/ Follow Dennis on Twitter: https://twitter.com/justintimecx Connect with Dennis on Linkedin: https://www.linkedin.com/in/denniswak...

In this video, Top 50 global CX influencer, Dennis Wakabayashi Explains the differences between CX leaders who create customer-centric cultures, align stakeholders and pull customers to the center of business decisions as opposed to CX leaders who drive customer lifetime value. In this video, you will begin to understand why talking about CX can be confusing and learn to approach CX conversations in the future, in a way that brings clarity to you and those you happen to with on the topic of customer experience. Dennis is currently the VP of Customer Experience Delivery for the Fortune 500 global business communications firm RR Donnelley who specializes in the production, execution and delivery of customer engagement tactics along the entire path to purchase. In his role at RR Donnelley, Dennis works with leading global brands helping them navigate the complexities of digital transformation and customer experience strategies. After strategies are defined, he works with his team of subject matter experts and logistical resources within RR Donnelley to deliver tactical solutions that include marketing automation, personalized marketing, commercial printing, data handling and analytics, creative production, supply chain management and global outsourcing. Dennis speaks to his audience from the perspective that empathy and collaboration lead to growth. Over the years, he’s grown an audience of 50,000 Twitter followers, 8,000 LinkedIn followers and has an email subscriber base composed of leading CMOs/CXOs and Customer Experience thought leaders. If you want to connect with a great CX Strategist and CX Culture Transformational Leader: Dan Gingiss (The Experience Maker) https://www.linkedin.com/in/dangingiss/ James Dodkins (The CX Rockstar) https://www.linkedin.com/in/jamesdodkins/ If you want to connect with a strong CX Implementation Leader: Stacey Sherman (Doing CX right) https://www.linkedin.com/in/stacysherman/ Tim Thies https://www.linkedin.com/in/timthies/ Dennis Wakabayashi: https://www.linkedin.com/in/denniswakabayashi/ To learn more about RR Donnelly visit: https://www.rrd.com/ To learn more about Dennis Wakabayashi visit: https://www.wakabayashi.us/ Follow Dennis on Twitter: https://twitter.com/justintimecx Connect with Dennis on Linkedin: https://www.linkedin.com/in/denniswakabayashi/

In this video session, Top 50 global CX influencer, Dennis Wakabayashi will walk you through the lessons learned by the grocery, retail and hospitality industries during the first half of 2020. He provides an example of how many Covid-19 CX best practices can be applied in a holistic approach that helps customers, employees, citizens, students and faculty feel safe and cared for while engaging with brands during the Covid-19 pandemic of 2020. Dennis Wakabayashi: VP of CX Solutions Delivery for RR Donnelley: Dennis is currently the VP of Customer Experience Delivery for the Fortune 500 global business communications firm RR Donnelley who specializes in the production, execution and delivery of customer engagement tactics along the entire path to purchase. In his role at RR Donnelley, Dennis works with leading global brands helping them navigate the complexities of digital transformation and customer experience strategies. After strategies are defined, he works with his team of subject matter experts and logistical resources within RR Donnelley to deliver tactical solutions that include marketing automation, personalized marketing, commercial printing, data handling and analytics, creative production, supply chain management and global outsourcing. Dennis Wakabayashi: Marketing Industry Influencer Dennis speaks to his audience from the perspective that empathy and collaboration lead to growth. Over the years, he’s grown an audience of 50,000 Twitter followers, 8,000 LinkedIn followers and has an email subscriber base composed of leading CMOs/CXOs and Customer Experience thought leaders. To learn more about RR Donnelly visit: https://www.rrd.com/ To learn more about Dennis Wakabayashi visit: https://www.wakabayashi.us/ Follow Dennis on Twitter: https://twitter.com/justintimecx Connect with Dennis on Linkedin: https://www.linkedin.com/in/denniswakabayashi/

Originally, this interview was intended to prepare me for teaching Master Classes in Brazil. However, due to Covid-19 I didn't travel. Turns out, the conversation with Mary opened up a new conversation around Customer Experience 2.0. In this video, Mary and I talk about the changes in the CX industry and how things have rapidly changed from a romantic notion of customer experience to a focus on value for both the customer and brand. To be sure, the next wave of CXers will have a clear focus on growth strategies that make customers and businesses happy - TOGETHER. Mary on Twitter @drumondmary Enjoy the Voices of CX podcast: https://blog.worthix.com/voicesofcx Learn more about Worthix: https://www.worthix.com/ During the conversation, we mention the following leaders in the CX community: Ian Golding: @ijgolding RR Donnelley : Http://www.rrd.com Amigos Do CX: https://www.instagram.com/amigosdocx Tiffany Bova : @tiffani_bova Galvanize: Http://www.galvanize.com Brazil's WOW Summit: www.wowsummit.com.br Dr. Thales Teixeira : www.decoupling.co -------------------------- Please note that this channel is a labor of love and a journey so production quality and editing will continuously improve over time. Thank you for your support while we grow this show for the #CustomerExperience (#CX) and #marketing Communities. FOR REGULAR COVERAGE OF THE CUSTOMER EXPERIENCE INDUSTRY Visit me on social media: Website: https://www.JUSTINTIMECX.com Instagram: @justintimecx Twitter: @justintimecx

In this video, we get a unique view of what some people are calling "the retail apocalypse" but our savvy guest Emily Godawski shares her perspective from the inside of the industry and points out that change is happening in every industry and retail is no different. Learn about the lifecycle of product development, merchandising and retailing in this up close and personal interview where we explore the last 15 years of the retail industry (from the inside out). For more information on the topic: The Retail Apocolypse 2020: https://www.businessinsider.com/stores-closing-in-2020-list-2020-1 Is The Retail Apocolypse Over? https://www.forbes.com/sites/investor/2020/01/25/is-the-retail-apocalypse-over/#7ca882f57e08 -------------------------- Please note that this channel is a labor of love and a journey so production quality and editing will continuously improve over time. Thank you for your support while we grow this show for the #CustomerExperience (#CX) and #marketing Communities. FOR DAILY COVERAGE OF THE CUSTOMER EXPERIENCE INDUSTRY Visit me on social media: Website: https://www.JUSTINTIMECX.com Instagram: @justintimecx Twitter: @justintimecx

In this video, Alexia Bregman the CEO/CMO of Vuka Energy Drinks talks about building a brand with Customer Centricity in its DNA and gives us plenty to think about when it comes to being relevant to modern consumers and building a brand that matters to everyone. For more about Vuka Energy: https://www.vuka.com/ For more about Salt and Reverie: https://www.saltandreverie.com/ For more about Surf Sherpa: https://thesurfsherpa.com/ For more about The Rockskandi Kings: https://www.therockskandikings.com/ Follow Vuka on Instagram: https://www.instagram.com/vukaenergydrinks Follow Lexi on Instagram: https://www.instagram.com/iamfancyp/ -------------------------- Please note that this channel is a labor of love and a journey so production quality and editing will improve over time. Thank you for your support while we grow this show for the #CustomerExperience (#CX) Community. FOR DAILY COVERAGE OF THE CUSTOMER EXPERIENCE INDUSTRY Visit me on social media: Website: https://www.JUSTINTIMECX.com Instagram: @justintimecx Twitter: @justintimecx Or catch up with me directly on Linkedin: https://www.linkedin.com/in/denniswakabayashi/