"In today’s AI-driven world, technology should serve human connection, not replace it."
CX-WISE Podcast
Leading with Purpose: Vincent Lacsamana on designing CX that starts with Why
Summary
In this CX-WISE episode, Vincent Lacsamana, Founder & CEO of Premium Blend Consulting, shares why purpose, not platforms, is the true starting point for meaningful customer experience transformation.
Drawing from his journey as a minimalist, a B Corp founder, and a Sprinklr veteran, Vincent reveals how purpose-led consulting can unify teams, activate trust, and make CX truly human. From measuring trust to designing AI workflows that serve connection, this episode is a masterclass in building CX that starts with “why.”
Join CX leader Vincent Lacsamana as he explores:
- Why purpose must come before people, process, and platforms
- How to measure trust, not just clicks, in your CX strategy
- Why digital transformation is a deeply human, empathetic exercise
- How social signals reveal what customers really feel
- What it means to activate CX with a North Star, not just a dashboard
- Why protecting purpose leads to better customer outcomes
Tune in to hear Vincent’s take on aligning teams, designing with empathy, and building CX that connects, at scale and with soul.
Episode Highlights
5 Counter-Intuitive Truths About Tech, Purpose and People from CX Innovator Vincent Lacsamana
Episode Insights
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