The Next Frontier of Service Excellence: Dennis Wakabayashi and Gregorio Uglioni speaking at ICX Kenya

Episode notes

This episode features a discussion between two leading CX experts, Gregorio Uglioni and Dennis Wakabayashi. They share practical insights on leadership, culture, measurement, AI, and continuous improvement in service excellence as they were invited to present their thoughts at an event organized by ICX Kenya. About Dennis Wakabayashi As former VP of Customer Experience Delivery at RR Donnelley and VP of Integrated Marketing at Integer Group (Omnicom), Dennis has guided CX transformations for McDonald's (10,000+ restaurants), AT&T, FedEx, Starbucks, and Wells Fargo. Named one of the "Top 50 CX Experts of the Decade" and recognized by Campaign Magazine's "Digital 40 Over 40," he collaborates with the International Customer Experience Institute on global CX standards. Relevant links: ICX Kenya: Dennis Wakabayashi Linkedin: 3 Key take-aways: Culture drives CX success: Understanding and adapting to local culture is key to building trust and customer loyalty. Leadership enables real change: Effective leaders create safety, clarity, and accountability for continuous improvement. Measure what matters most: Focus on customer value and actionable insights, not just metrics or dashboards.