The Global CX Alliance: Official Launch

About this episode

This episode dives deep into the real challenges of customer experience today. Dennis Wakabayashi shares honest insights about why CX metrics often fall flat, the importance of trust, and how AI will impact CX. He created a new Global Customer Experience Alliance which can reshape the industry. Listeners gain practical ideas for improving both customer and employee experiences as well as relevant information on the CX Summit 2026 in Lisbon and the Global CX Alliance. 

Join the CX Summit in Lisbon: 16-18 June 2026: https://cxsummitlisbon.cx/2026

Learn more about the Global CX Alliance: https://globalvoiceofcx.com/

Chapters: 

0:00 - Intro

0:35 - Customer Experience Journey Overview

2:02 - Finding Purpose in Customer Experience

3:46 - Hard Truths About Customer Experience

6:30 - Understanding Friction in Customer Satisfaction

10:47 - Measuring Trust in Customer Relationships

14:21 - AI's Impact on Customer Experience Insights

17:54 - Introducing the Global CX Alliance

20:43 - Global CX Hall of Fame Announcement

27:44 - Final Thoughts on Human Connection

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About the host:

Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As a Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.

Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/