CX MeetUp Series: A Fresh Take on the Future of Customer Experience
On April 30, I had the privilege of co-hosting the very first edition of our CX MeetUp Series in sunny San Diego, California. Alongside our friends at Laivly and SymTrain, Redial BPO helped bring together some of the brightest minds in customer experience for an evening of real conversations, refreshing drinks, and new perspectives.
We hosted this informal meetup at California English in Sorrento Valley, just a short drive from the Hyatt Regency. And while the food and atmosphere were top-notch, it was the people who truly made it unforgettable.
Among them was CX expert Jeff Toister, who summed up the evening perfectly: “There was a wonderful energy and excitement in the room”.
Insights That Stuck With Us During CX MeetUp Series
1. Everyone is Talking About AI… and Where Humans Fit In
It’s no surprise that AI was a major theme of the evening. Many of us are integrating automation into various stages of the customer journey. But something powerful came through in our conversations: we can’t forget the humans. This meet-up reflected a lot of humanity: laughter, enthusiasm, and genuine interest.
At Redial BPO, we believe technology should support—not replace—the people behind every customer interaction. AI is a tool, but empathy is the glue.
2. CX Means Different Things to Different People
Another takeaway of CX MeetUp Series that really resonated with me was this: “There’s a standard definition of customer experience… but people have a different viewpoint depending on where they work.”
And that’s right. Whether you’re in marketing, operations, support, or leadership, your lens on CX might be different. What matters is aligning on a shared vision so we can deliver a unified experience for customers.
These kinds of insights are exactly why we started the CX MeetUp Series: To learn from each other and build that common frame of reference.
3. Real Life > Virtual
We all spend a lot of time behind (or in front?) screens, especially when planning events like this. That’s why seeing Sabrina Labonte and many old friends… in person was great, and not through my phone’s or laptop’s screen.
The real magic happens when we get together face to face. The energy, the laughter, the spontaneous “aha” moments—you just can’t replicate that over Zoom. And seeing people reconnect after years apart reminded me why building community around CX is so valuable.
What Comes Next?
After such a great turnout and incredible feedback, we’re already planning the next CX MeetUp Series events in other cities. We want to keep these gatherings authentic, insightful, and fun: A space where you can meet others who are as obsessed with customer experience as you are.
Huge thanks to our partners Laivly, SymTrain, represented by Sabrina and Michael, and especially to everyone who joined us and shared their voice.
If you’re interested in collaborating, speaking, or just being in the room for the next one—reach out. Let’s keep pushing the boundaries of what great CX looks like.
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I’m the VP of Client Services at Redial BPO. I’m passionate about CX, building strong client relationships, and blending tech with human talent to deliver top-tier service across industries.
