Jul 26, 2026 · 30 min · 23 segments
Recorded live at the CCW Las Vegas show floor, David Wright sits down with Sarina Swan, Sr. Director, Customer Contact Center of…
David WrightHost
Chad AndersonGuest
Serena AllenGuest
What's one thing that you think every CX leader should be focused on or maybe isn't getting enough airtime right now? You know, either something that you're hearing at the conference or, you know, just in your experience.
I think we need to go deeper into softwares and how they integrate with different platforms.
I really like to get into the nitty gritty of how technology is supporting, but like the ugliness that comes with technology, because it's not all just like buy a product and put it in and it works.
And so I think that that's one thing that if I can change, we would go a little bit deeper into the basics and kind of back to the environment where you're talking about the user experience, but also just the resources needed to provide that right type of user experience.
And building off that, I would also argue that we don't necessarily talk enough about the cultural changes required
Some may know healthcare or know your industry, but they really understand the workflow, the operations.
Am I spending the time being with them, making them feel heard, making them feel seen so that I can translate and like help them really own the change, right? So it's coming from their perspective and they're not put on.
What's one thing that you think every CX leader should be focused on or maybe isn't getting enough airtime right now? You know, either something that you're hearing at the conference or, you know, just in your experience.
I think we need to go deeper into softwares and how they integrate with different platforms.
I really like to get into the nitty gritty of how technology is supporting, but like the ugliness that comes with technology, because it's not all just like buy a product and put it in and it works.
And so I think that that's one thing that if I can change, we would go a little bit deeper into the basics and kind of back to the environment where you're talking about the user experience, but also just the resources needed to provide that right type of user experience.
And building off that, I would also argue that we don't necessarily talk enough about the cultural changes required
Some may know healthcare or know your industry, but they really understand the workflow, the operations.
Am I spending the time being with them, making them feel heard, making them feel seen so that I can translate and like help them really own the change, right? So it's coming from their perspective and they're not put on.
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