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Altering the Marketing/CX Landscape through Technology 

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A Walker study found that at the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customers are valuing a great experience and are willing to pay more for the same.


Customer experience has fast become a top priority for businesses and 2021 will be no different. Customers today expect an excellent brand experience regardless of the channel used. Any business with unique customer service across all channels of communication can significantly improve brand loyalty, customer satisfaction, traffic, sales, and ultimately, business revenue.


As we continue interacting with top speakers and influencers in the CX space, our next guest is among the top 50 (CX) experts of the decade and ranks on social media among the top 150 CX influencers globally.


We are excited to welcome our guest who is a renowned Industry speaker and a global marketing solutions provider, Dennis Wakabayashi. Dennis is one of the leading experts in the domain of CX and in this conversation with Alex Fields, he tells us why this new decade will see a new dawn for businesses and their customers.


Discussion highlights

  • Optimizing the digital roadmap
  • Artificial Intelligence & subsequent impact 
  • Customer experience & the penetration of voice technology
  • Key areas of CX to reduce marketing operational costs


Dennis Wakabayashi

Dennis Wakabayashi

VP of CX Implementation

RR Donnelley


Top 50 (CX) experts of the decade🎤



Alex Fields

Host: Alex Fields

Director, Market Development

Jio Haptik