#234 - Digital First CX: Lessons from Nextiva’s Global Growth Journey with David Paulding of Nextiva

In this episode of Get Out of Wrap, Martin is joined by David Paulding, Global Sales & Growth expert at Nextiva.

David shares his career journey from the early days of contact centres in the 90s through to driving international growth today. Together, Martin and David explore:

• Why many organisations are still struggling with the same customer service challenges they faced decades ago.

• The role of AI in customer experience—its potential, the hype, and the reality.

• How companies can avoid “Frankenstack” systems and instead build integrated, digital-first platforms.

• The importance of partnership, ongoing service, and business outcomes over shiny features.

• Why Nextiva is taking a different approach with Unified Customer Experience (UCXM).

The conversation also touches on music, battle-of-the-bands stories, and what the next five years of contact centres may look like.

👉 Tune in to hear practical insights into digital transformation, customer experience, and leadership from one of the industry’s most experienced voices.