👉Love customer experience and love travel? You’ve found the right podcast, a show about creating great customer experience, with a dash of travel talk. 🎤Each episode, we’ll talk with our guests about customer experience, travel, and just like the best journeys, explore new directions we never anticipated. Listen here or watch on YouTube youtube.com/@cxpassport 🗺️CX Passport is a podcast that purposely seeks out global Customer Experience voices to hear what's working well in CX, what are their challenges and to hear their Customer Experience stories. In addition, there's always a dash (or more!) of travel talk in each episode...
S4 E204 · Tue, February 18, 2025
What's on your mind? Let CX Passport know... 🎤🎞️“The one with the psychology of loyalty” with Vinay Parmar Speaker & Consultant in CX Passport Episode 204🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Vinay Parmar 1:19 Why relationships matter more than products in CX 3:25 The three types of customers: One-night stand vs. lifelong loyalty 6:37 The role of trust in customer decision-making 8:18 The psychology behind customer experience 11:24 How emotions shape brand perception and loyalty 12:37 Listening as the key to better business results 14:20 The flaws of traditional voice-of-customer programs 18:25 First Class Lounge 22:35 How companies can truly understand customer emotions 25:43 Turning insights into action inside a company 29:06 Creating sustainable CX strategies through consistency 32:06 Measuring what truly matters to your customers 33:31 Where to connect with Vinay If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Vinay LinkedIn: https://www.linkedin.com/in/vinayparmar/ Vinay website: https://vinayparmar.co.uk/
S4 E203 · Tue, February 11, 2025
What's on your mind? Let CX Passport know... 🎤🎞️ “The one with CX the customer would pay for” Karyn Furstman Founder & CEO CustomersFurst in CX Passport Episode 203🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Karyn Furstman 1:31 Lean Processes and CX: Why it matters 3:40 Embedding CX into daily operations 5:25 Involving leadership in CX transformation 6:18 Where CX should live in an organization 7:51 Avoiding the "CX as a project" trap 11:13 How to succeed without a CX seat at the table 14:20 Tying CX improvements to financial results 17:21 The CX leader as an orchestrator 19:52 First Class Lounge 24:09 Creating real results as a CX leader 27:16 Collaborating with the CFO on CX initiatives 29:58 Leaving corporate America for consulting 31:50 How to connect with Karyn If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Karyn LinkedIn: https://www.linkedin.com/in/karynfurstman/
S4 E202 · Tue, February 04, 2025
What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one with the posture of learning” with Jeff Harrell in CX Passport Episode 202🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Jeff Harrell 2:44 Why customer experience matters to Jeff 5:24 Crafting relatable experiences with "Big Ass Runner" 9:18 Building a podcast community through connection 12:25 The power of feedback loops in content marketing 16:28 Applying podcast lessons to CX and marketing 17:30 First Class Lounge: Dream travel destinations 24:20 Mistakes companies make in CX and marketing 26:53 The importance of post-purchase experiences 28:20 Jeff’s vision for his next content marketing role 29:30 Closing thoughts and where to connect with Jeff If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Jeff Harrell Instagram: jeffharrellyo Jeff Harrell LinkedIn: https://www.linkedin.com/in/jeffrharrell/ Big Ass Runner podcast: https://podcasts.apple.com/us/podcast/big-ass-runner-trail-running-podcast/id1524865074
S4 E201 · Tue, January 28, 2025
What's on your mind? Let CX Passport know... 🎤🎞️Create results and bring the worlds together in “The one with the CX bridge” with Sean Cherry Experience Insights at LinkedIn in CX Passport Episode 201🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Sean Cherry and CX Expertise 2:02 Leveraging Customer Feedback for Revenue Growth 5:10 The Value of Actionable Customer Insights 8:19 Tying Customer Metrics to Business Outcomes 11:10 Building Relationships to Drive CX Success 16:53 Bridging Product and Service Teams for Better CX 21:06 First-Class Lounge Travel Stories with Sean Cherry 26:26 Getting Real with AI: Challenges and Opportunities 31:59 How to Connect with Sean Cherry If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Sean LinkedIn: https://www.linkedin.com/in/sean-t-cherry/
S4 E200 · Tue, January 21, 2025
What's on your mind? Let CX Passport know... 🎤🎞️Holy hades! We did it! CX Passport Episode 200! Thank you to the great listeners and viewers! Enjoy episode 200 “The one with the scene setting” Michelle Pascoe from down under in CX Passport Episode 200🎧 What’s in the episode?... CHAPTERS 0:00 Introduction and Background 1:38 The Importance of Hospitality 3:11 Challenges and Benefits of Hospitality 6:10 Creating Intuitive Customer Experiences 9:46 Multi-Generational Customer Engagement 15:32 Exploring Australia Beyond Major Cities 19:46 1st Class Lounge 24:24 Setting the Scene for Customer Experience 31:21 Cost and Implementation of Customer Experience 33:50 Conclusion and Final Thoughts If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Michelle LinkedIn: https://www.linkedin.com/in/michellepascoe/ Web: https://www.michellepascoe.com/ The Michelle Pascoe Hospitality Podcast: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
S4 E199 · Tue, January 14, 2025
What's on your mind? Let CX Passport know... 🎤🎞️Guidance. Influence. Results. “The one with the shepherds of CX” with Rachel Sheriff Chief Customer Officer for episode sponsor Recurly in CX Passport Episode 199🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Rachel Sheriff 1:46 Rachel's role as Chief Customer Officer 3:27 Rachel's journey from agency to customer success 6:27 Aligning different teams to deliver customer value 9:45 The unique challenges of subscription-based models 12:09 Building trust and understanding with customers 15:27 Balancing cost of goods sold and business results 18:34 1st Class Lounge 24:30 Defining and delivering customer value 33:46 Trends in customer experience and partnerships If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Thank you to Recurly for your sponsorship of this episode. Episode resources: Rachel LinkedIn: https://www.linkedin.com/in/rachelsheriff/ Recurly: https://recurly.com/ CX Passport Show Sponsorship Philosophy: https://www.ex4cx.com/blog/2023/3/3/sponsorship
S4 E198 · Tue, January 07, 2025
What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one with the biker CX” with Rick Malsch in CX Passport Episode 198🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Rick Malsch, CX OpenToWork 2:14 Why Customer Experience Matters to Rick Malsch 4:33 Customer Engagement at Harley Davidson: Rentals and Training 8:55 CX Passport Live: Amplifying Event Experiences 10:06 Building Brand Loyalty Through Customer Engagement 14:12 Listening to Customers to Improve CX Programs 19:19 1st Class Lounge 24:15 Four Key Areas Companies Miss in CX 28:38 How Rick Malsch Helps Companies Overcome CX Challenges 32:09 How to Connect with Rick Malsch If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Rick Malsch LinkedIn: https://www.linkedin.com/in/rickmalsch/
S3 E197 · Tue, December 31, 2024
What's on your mind? Let CX Passport know... 🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 2”🎧 Episode 197 Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?... CHAPTERS 0:00 Rick Denton (host introduction) 1:18 Bill Staikos 7:19 Alyona Medelyan 11:44 Kojo Hayford 16:57 Lauren Feehrer 22:11 Adam Scott 28:46 Celia Fleischaker If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport
S3 E196 · Tue, December 24, 2024
What's on your mind? Let CX Passport know... 🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 1”🎧 Episode 196 Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?... CHAPTERS 0:38 Ilenia Vidili - Italy 4:46 Sam Stern - USA 8:59 Sarah Hatter - USA 16:12 Enrique Saenz - Guatemala 21:39 Milagros Gonzales - Argentina 26:08 Michael Mattson - USA If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport
S3 E195 · Tue, December 17, 2024
What's on your mind? Let CX Passport know... 🎤🎞️CX evolves AND the core stays the same “The one with the core principles” with Neal Berg CX Strategist at Evolve Partners in CX Passport Episode 195🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Neal Berg and CX Expertise 2:02 Gaining Buy-In for CX in Large Organizations 5:00 Adapting CX for Global Brand Perceptions 8:06 Making Strategic Choices in CX by Region 10:34 Future-Proofing Business with Agility 13:49 Core Principles of CX in Modern Business 17:07 The Power of Storytelling in Customer Experience 19:15 1st Class Lounge 26:01 Applying CX to Service Providers Without a Department 29:30 Success Story: CX Transformation at K Jewelers 32:08 How to Connect with Neal Berg for CX Insights If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Neal LinkedIn: https://www.linkedin.com/in/nealberg/
S3 E194 · Tue, December 10, 2024
What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker in “The one with the storytelling” with Andrew Carothers in CX Passport Episode 194🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:58 Challenges and Solutions in CX 07:25 Building a Customer-Centric Experience 11:33 Impact of Customer Experience on Business Results 13:36 Extra Legroom Section: Fun and Personal Insights 17:17 What are companies getting wrong about CX 19:21 Improving CX Understanding and Storytelling 24:04 Andrew's Vision for the Future of CX 29:50 Closing Remarks and Contact Information If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Andrew Carothers LinkedIn: https://www.linkedin.com/in/andrew-carothers/
S3 E193 · Tue, December 03, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Attendance policies that include bear interactions? “The one with the Alaska employee experience” with Jaylene Owen Director HR & Payroll at Hames Corporation in CX Passport Episode 193🎧 What’s in the episode?... CHAPTERS 0:00 Introducing Jaylene and Sitka 1:53 Jaylene's Background at Hames 3:59 Challenges of Small-Town Work 7:43 Jaylene's HR Journey to Sitka 12:55 Building Trust and Change 15:49 Transitioning to Digital Systems 21:55 Improving Employee Experience 27:25 Navigating Crises in Sitka 34:01 Balancing Employee Histories 35:37 Connections and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Thank you to isolved for your sponsorship of this episode. Episode resources: Jaylene LinkedIn: https://www.linkedin.com/in/jlineberry/
S3 E192 · Tue, November 26, 2024
What's on your mind? Let CX Passport know... 🎤🎞️What can a free fall teach us about business? “The one with the skydiving” with Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” in CX Passport Episode 192🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:45 Dara's Perspective on Leadership and Customer Service 6:25 The Role of Personal Experiences in Leadership 11:42 Blending Heart and Business Results 16:19 The Influence of Skydiving on Leadership 21:56 Dara's Comedy Experience and Its Impact on Business 25:57 Dream Travel Locations and Personal Preferences 31:36 Taylor Swift inspiration for business and customer experience 35:56 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Dara LinkedIn: https://www.linkedin.com/in/dara-kiernan-kpi-consulting/ Web: https://kpiconsultingireland.com/ Freefall the book: https://kpiconsultingireland.com/book/
S3 E191 · Tue, November 19, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Get Hungry, Learn about great employee experience AND get a burrito shipped?!? in “The one with burrito employee experience” with Lacey Davidson, Human Resources Manager at JumBurrito in CX Passport Episode 191🎧 What’s in the episode?... CHAPTERS 0:00 - Introduction to JumBurrito and Lacey Davidson 1:36 - JumBurrito's History and Growth 7:12 - Lacey's Role and HR Challenges 12:27 - Employee Benefits and Retention Strategies 16:59 - 1st Class Lounge 21:12 - Implementing HR Technology and Employee Training 24:14 - Community Engagement and Local Brand Impact 27:51 - Customer Experience and Employee Happiness 30:34 - Final Thoughts and Contact Information If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Thank you to isolved for your sponsorship of this episode. Episode resources: JumBurrito: https://www.jumburrito.com/ CX Passport Show Sponsorship Philosophy: https://www.ex4cx.com/blog/2023/3/3/sponsorship
S3 E190 · Tue, November 12, 2024
What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker in “The one where offboarding matters” with Gary Marra in CX Passport Episode 190🎧 What’s in the episode?... CHAPTERS 0:00 Gary Marra's background in financial services 1:19 Importance of customer experience in Gary's career 3:12 High-profile client relationships and business impact 6:12 Client retention and significance of offboarding 10:12 Employee experience's effect on customer experience 14:12 Onboarding large clients: best practices 15:52 Gary's travel dreams and personal interests 22:12 Employee experience's direct link to business results 26:12 Gary's future plans and entrepreneurial ventures 29:12 Final thoughts and contact information If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Gary Marra LinkedIn: https://www.linkedin.com/in/gary-marra/ Blog: www.marracxhub.com Gary golf YouTube channel: https://www.youtube.com/@gforce41
S3 E189 · Tue, November 05, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Stop doing this! “The one where we stop KPI hunting” with Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:30 Critique of KPI hunting 4:07 Alternatives to survey insights 7:12 Transitioning to behavior-based insights 9:42 Executive support and CX tools 13:15 CX in Sweden vs US 16:37 1st Class Lounge 20:14 Connecting CX to company strategy 23:27 Arctic warfare training background 26:32 Enjoyment of consulting work 29:39 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Marcus LinkedIn: https://www.linkedin.com/in/marcusjvkarlsson/
S3 E188 · Tue, October 29, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Another new CX Passport country! “The one with the Guatemalan CX” with Enrique Saenz CEO & Founder of PercepcionesCX in CX Passport Episode 188🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:00 Enrique Saenz's Journey into Customer Experience 10:00 Guatemala's Role in Latin American Economy and CX 14:30 Physical Customer Experience and Multi-Sensory Tools 17:00 Travel and Cultural Insights from Guatemala 23:39 Enrique's Travel Experiences and Dream Destinations 28:39 The Role of Technology in CX and Tangible Business Results 34:14 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Enrique LinkedIn: https://www.linkedin.com/in/enrique-saenz-mba-ccx-5697a4/ Book Recommendation - The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld Mestizo Hotel: https://www.mestizoantigua.com/en
S3 E187 · Tue, October 22, 2024
What's on your mind? Let CX Passport know... 🎤🎞️What does service recovery look like even with an approaching hurricane? “The one with the rapid recovery” with Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing for episode sponsor isolved in CX Passport Episode 187🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:00 Pre-Event Planning for Contingencies 6:20 Making the Decision to Cancel 9:00 On-Site Discussions and Team Coordination 11:00 Emotional Impact and Execution 13:30 Hurricane Markers: Disney World and Airport Closure 15:30 Post-Cancellation Logistics 17:45 Moving Forward with Virtual Events 19:55 First Class Lounge: Amberly's Favorite Travel Destinations 24:00 Emotional Reflection: Grief After the Cancelation 27:00 Communication Strategy During the Crisis 30:00 Customer Reactions to Service Recovery 34:00 Conclusion: Lessons Learned from the Event 35:33 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Thank you to isolved for your sponsorship of this episode. Episode resources: isolved: www.isolvedhcm.com Isolved Connect: www.isolvedconnect.com Amberly LinkedIn: https://www.linkedin.com/in/amberlydressler/ Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/ Center The Pendulum by Amberly Dressler & Geoffrey Webb CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
S3 E186 · Tue, October 15, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Beyond behaviors into motivations in “The one where she knows what makes us tick” with Tamar Cohen CEO/Founder at HaloEffect Management in CX Passport Episode 186🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:04 Tamar's journey to co-author white paper 4:00 Importance of emotions in employee experience 7:00 Surprising insights from research 10:00 Practical approaches to understand employee behavior 14:00 Designing effective incentive programs 17:00 Role of employee experience in CX 20:15 1st Class Lounge 23:36 Us vs Them in business emotions and behaviors 27:47 Connecting employee experience to business results 30:21 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Tamar LinkedIn: https://www.linkedin.com/in/tamarcohen/ HaloEffect Web: https://www.myhaloeffect.com/
S3 E185 · Tue, October 08, 2024
What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker in “The one with the CX nervous system” with Jameson McFarland in CX Passport Episode 185🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:55 Jameson's Draw to Customer Experience 6:30 Creating Effective Customer Experiences 12:21 Impact of CX on Business Results 16:26 1st Class Lounge 23:40 Challenges in CX and Future Opportunities 29:28 Contact Information and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Jameson McFarland LinkedIn: https://www.linkedin.com/in/jameson-mcfarland/
S3 E184 · Tue, October 01, 2024
What's on your mind? Let CX Passport know... 🎤🎞️B2B is just different y’all. It’s not what you think “The one with yellow iron CX” with Lynn Daniel CEO at episode sponsor The Daniel Group in CX Passport Episode 184🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:06 Improving Dealer Network Experience with Customer Feedback 4:55 The Role of Phone Surveys in Customer Experience 8:00 Scalability and Digital Solutions 9:35 Factors That Engage and Disengage Customers 12:30 The Importance of Referral Activity 15:00 Beyond Scores: Insights and Actions 17:35 The Human Element in B2B Customer Experience 19:35 1st Class Lounge 24:35 The Importance of Referral Activity in B2B Marketing 27:00 Going Beyond Scores to Gain Customer Insights and Drive Action 29:00 The Enduring Need for Human Interaction in B2B Customer Experience 33:33 Contact info and closing ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport Thank you to The Daniel Group for your sponsorship of this episode. Episode resources: Lynn email: lynndaniel@thedanielgroup.com The Daniel Group: https://thedanielgroup.com/ Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorship https://www.ex4cx.com/blog
S3 E183 · Tue, September 24, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Emotions are the heartbeat of every experience “The one where emotions drive experiences” with Ariana Bucio Chief Operating Officer at BP Gurus in CX Passport Episode 183🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:15 Injecting humanity into IT Services 5:45 The human approach to the service desk 9:04 XLAs instead of SLAs (What are XLAs?) 15:45 The Mexican approach to Customer Experience 18:13 1st Class Lounge 22:52 Airbnb’s customer journey mapping lessons 27:28 How customer experience influences rest of business 30:36 Closing Remarks and Final Thoughts If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Ariana LinkedIn: https://www.linkedin.com/in/aribucio/ “Reflections on XLAs” - Mark Smiley: https://www.amazon.com/Reflections-XLA-service-experience-management/dp/B0CK45BHDY
S3 E182 · Tue, September 17, 2024
What's on your mind? Let CX Passport know... 🎤🎞️A quicker way to tangible results with Customer Experience “The one with the AgileCX” with Lauren Feehrer Founder and President of LoyaltyCraft Consulting in CX Passport Episode 182🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:01 Lauren's transition from software implementation to customer experience 7:18 The concept of "Agile CX" and how it can benefit organizations 11:45 Lauren's experience in the eldercare and end-of-life space 15:34 Lauren's family road trip and the lessons learned 17:32 1st Class Lounge 23:41 The importance of process and execution in customer experience 26:34 The “Grandfather inspiration” behind Lauren’s business 28:28 How Lauren's family operates using an Agile model 31:55 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Lauren LinkedIn: https://www.linkedin.com/in/laurenfeehrer/ LoyaltyCraft: https://www.loyaltycraft.com/
S3 E181 · Tue, August 27, 2024
What's on your mind? Let CX Passport know... 🎤🎞️A new CX Passport country! “The one with CX in Ghana” with Kojo Hayford, Founder CEO at eSAL LLC in CX Passport Episode 181🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:22 The state of customer experience in Ghana and Africa 5:16 Understanding cultural and linguistic diversity in Africa 9:27 Opportunities in content management and moderation 14:06 Positioning Ghana as a long-term BPO hub 19:19 1st Class Lounge 22:34 The evolution of the BPO industry in Africa 27:41 Driving global customer experience and cultural alignment 31:29 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Kojo LinkedIn: https://www.linkedin.com/in/kojo-hayford-a521011/ eSAL LLC Website: https://www.esalsolutions.com/
S3 E180 · Tue, August 20, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Don’t focus on just one piece of the experience in “The one with the total experience” with Robby Cloninger Vice President of Consulting, Digital Experience for episode sponsor FPT Software in CX Passport Episode 180🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:03 Digital transformation and breaking silos to improve experience 9:31 Align internal and external communications 15:17 Prioritizing customer experience in technology initiatives 19:32 Cultural differences in CX and the importance of empathy in global initiatives 22:14 1st Class Lounge 27:18 Personalizing employee communications 33:55 Bridging the gap between tech and business leaders for customer experience 36:45 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Thank you to FPT Software for your sponsorship of this episode. Episode resources: FPT Software: https://fptsoftware.com/ Robby Cloninger LinkedIn: https://www.linkedin.com/in/robbycloninger/ Robby’s Information Week article: https://www.informationweek.com/it-leadership/the-benefits-of-unifying-digital-experiences CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
S3 E179 · Tue, August 13, 2024
What's on your mind? Let CX Passport know... 🎤🎞️How to ACTUALLY create impact “The one with the catalyst (not crusader)” with Megan Burns Founder Experience Enterprises in CX Passport Episode 179🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:26 Going from customer rhetoric to ACTION 6:42 Different generations approach to technology 9:27 Don’t prove the ROI of CX? 16:45 Experience leadership and change management 21:51 1st Class Lounge 23:44 Deliver tangible business value through customer experience 28:33 Word Nerd Wednesday 30:17 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Megan LinkedIn: https://www.linkedin.com/in/meganburns/ Book Recommendation - The Catalyst: How to Change Anyone's Mind by Jonah Berger
S3 E178 · Tue, August 06, 2024
What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker in “The one where he unifies CX” with Adam Powers in CX Passport Episode 178🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:06 Unifying CX design across various aspects and industries 4:00 Improving customer experience through unification and collaboration 11:43 Customer Experience pushback and testing improves business results 14:17 1st Class Lounge 21:22 Ways for companies to improve customer experience 24:39 How Adam helps companies improve customer experience 29:12 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Adam Powers LinkedIn: https://www.linkedin.com/in/avtpowers/
S3 E177 · Tue, July 30, 2024
What's on your mind? Let CX Passport know... 🎤🎞️AI will require employee resilience “The one with the customized resiliency kit” with Sangeetha Rai Vice President Customer Success at Northwestern Mutual in CX Passport Episode 177🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:34 Employee resilience in face of AI-driven change 7:39 AI's role in customer service, balancing digital solutions with human touch 14:31 Embracing flexibility and calculated risks in travel and customer experience 18:55 1st Class Lounge 21:27 AI bias, inclusion, and ethics in tech 30:01 AI, diversity, and customer experience 35:57 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Sangeetha LinkedIn: https://www.linkedin.com/in/sangeetharai/ Instagram: @sangeetharaii
S3 E176 · Tue, July 23, 2024
What's on your mind? Let CX Passport know... 🎤🎞️This episode gets DEEP and REAL in “The one with the epochal growth” with Sarah Caminiti Head of US Customer Service at abcam in CX Passport Episode 176🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:27 What is Epochal Growth? 3:11 The purpose of leadership in customer experience 5:48 How to create the RIGHT kind of CX team 11:00 Why is the front line undervalued 15:17 The reality of being a woman in the tech and CX space 18:22 How to make the workplace better for women in tech and CX 23:50 1st Class Lounge 29:10 Helping underrepresented roles be able to attend industry events 34:24 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Sarah LinkedIn: https://www.linkedin.com/in/sarah-caminiti-5827b784/ Epochal Growth Podcast: https://www.epochaloperations.com/epochal-growth
S3 E175 · Tue, July 16, 2024
What's on your mind? Let CX Passport know... 🎤🎞️We’re going on a treasure hunt “The one with the hidden customer revenue” with Anita Toth | The Hidden Revenue Hunter in CX Passport Episode 175 🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:49 - Anita's Origin Story in CX 4:21 - Addressing Cost-Cutting and Hidden Revenue 6:54 - Impact of Cost-Cutting on Customer Experience 8:35 - Tactical Ways to Access Hidden Revenue 11:44 - Importance of Onboarding in Reducing Churn 14:30 - Strategies for Effective Onboarding 16:14 - 1st Class Lounge 20:10 - Firing customers? 24:11 - Balancing firing customers vs learning from them 30:27 - Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Anita LinkedIn: https://www.linkedin.com/in/anitamtoth/ Website: https://ati.ac/
S3 E174 · Tue, July 09, 2024
What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker knows CX gets to influence all parts of the business in “The one with the CX tasting menu” with Courtney LeBlanc in CX Passport Episode 174🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:19 What draws you to Customer Experience? 7:30 Creating CX customers want 13:35 How does Customer Experience create tangible business value 17:29 1st Class Lounge 23:31 How can companies improve CX today? 26:00 How to help improve CX 28:24 What’s next for Courtney and customer experience? 29:18 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Courtney LinkedIn: https://www.linkedin.com/in/courtney-leblanc-426920b3/
S3 E173 · Tue, July 02, 2024
What's on your mind? Let CX Passport know... 🎤🎞️A high energy, high community, high wisdom episode “The one with the CX maven” with Sarah Hatter CX Maven & Creator of ElevateCX in CX Passport Episode 173🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:45 Sarah's CX origin story 6:46 Importance of Training in CX 9:14 Challenges in CX Industry 16:00 Community power improving Customer Experience 23:33 1st Class Lounge 30:59 Examples of doing CX right 35:39 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Sarah LinkedIn: https://www.linkedin.com/in/sarahhatter/ ElevateCX: https://www.elevatecx.co/
S3 E172 · Tue, June 25, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Why live in two worlds? “The one with the Severance TV lessons” with Michael Mattson Chief Empathy Officer at Walk A Mile CX in CX Passport Episode 172🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:52 The personal and emotional of insurance 6:28 Emotional Intelligence 8:56 Personal Growth 13:17 Customer Culture in Operational Companies 20:52 Human Connection In Business 22:57 1st Class Lounge 27:53 Which is better? Established customer culture or greenfield? 30:17 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Michael LinkedIn: https://www.linkedin.com/in/michaelcmattson/
S3 E171 · Tue, June 18, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Don’t rely on them alone “The One Where Chatbots Aren't Enough” with Lisa Eyer Head of Client Experience and Business Insights in CX Passport Episode 171🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:24 Individuals or Personas? 5:30 Using contact center as customer insights center 9:45 CHIEF and the impact on women’s careers 13:14 1st Class Lounge 17:34 Getting closer to customers in economic downturn 21:00 Starting a career as front line agent 26:24 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Lisa LinkedIn: https://www.linkedin.com/in/lisaeyer/
S3 E170 · Tue, June 11, 2024
What's on your mind? Let CX Passport know... 🎤🎞️The month’s CX #OpenToWork seeker in “The one where he just fixes it please” with David Balko in CX Passport Episode 170🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:20 Why Customer Experience? 4:00 You can only sell a bad product once 6:10 David’s past creating desired experiences for VW 10:00 Buying a car is like Wimbledon? 15:17 Why companies are backing away from experience 17:46 1st Class Lounge 22:38 What’s missing in customer experience today? 26:04 How David can help fix experience 32:12 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: David’s LinkedIn: https://www.linkedin.com/in/david-balko-7ab1806/
S3 E169 · Tue, May 28, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Customers, Self Service, AI, oh my! “The one with real CX research” with Nicole Kyle Managing Director CMP in CX Passport Episode 169🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:48 Origins of Nicole’s curiosity 4:40 Why focus on customer experience research? 7:00 More human psychology in customer experience 8:45 Why don't customers use self-service? 11:00 The 4 drivers for customer adoption of self-service 13:53 1st Class Lounge 18:26 Research factors for customer self-service 20:45 Potential pitfalls for companies and AI 27:10 Research for Employee Experience in 2024 30:11 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Nicole LinkedIn: https://www.linkedin.com/in/nicolekyle/ CMP: https://www.cmpresearch.com/
S3 E168 · Tue, May 21, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Get real results and separate hype from reality “The one with CX automation” with Jasen Williams Global VP Corporate Marketing for episode sponsor Verint in CX Passport Episode 168. What’s in the episode?... CHAPTERS 0:00 Introduction 2:26 Power of storytelling in business 6:13 AI allows cost cutting AND better customer experience 10:18 Balancing Human and Tech in CX 14:40 GREAT example of using AI to improve agent experience 16:45 1st Class Lounge 21:32 AI Benefits NOW…not years from now 25:55 Gaining Buy-In for AI implementation 30:34 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Thank you to Verint for your sponsorship of this episode. Episode resources: Verint: https://www.verint.com/ Jasen LinkedIn: https://www.linkedin.com/in/jasenwilliams/ Fishing Booker: https://fishingbooker.com/ CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
S3 E167 · Tue, May 14, 2024
What's on your mind? Let CX Passport know... 🎤🎞️MALTA Y’all!!! “The one with the (CX) Pet Shop Boys” with Scott Lee Holloway, VOC Manager APS Bank (Malta) in CX Passport Episode 167 🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:29 Pet Shops and CX Origin Stories 4:40 Bad customer experience is expensive 7:45 Overcoming skepticism about customer experience 9:20 Firefighting vs process improvement with customer experience 15:15 Approach to customer experience in Malta 17:30 1st Class Lounge 22:50 Leveraging unstructured customer data 26:20 Starting a CX team from scratch 31:14 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Scott LinkedIn: https://www.linkedin.com/in/scottleeholloway/ APS Website: https://www.apsbank.com.mt/ Complaints Management Forum: https://informaconnect.com/complaints-management/
S3 E166 · Tue, May 07, 2024
What's on your mind? Let CX Passport know... 🎤🎞️The month’s CX #OpenToWork seeker in “The one with the customer support great day” with Jordan Hooker in CX Passport Episode 166🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:30 Why is customer experience important? What drew Jordan to CX? 7:00 How to create sustainably good experiences for customers 11:29 Contact center insight story at Booster Fuels 12:45 1st Class Lounge 16:55 What are companies doing wrong in customer experience 18:45 Why are companies not using customer insight 21:10 How Jordan can help companies in CX 22:28 What’s next for Jordan 23:23 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/jordanhooker/ April Obersteller’s Episode: https://www.buzzsprout.com/1736603/episodes/11738962
S3 E165 · Tue, April 30, 2024
What's on your mind? Let CX Passport know... 🎤🎞️How can org design affect customer centricity? “The one where org design gets in the way” with Silvana Buljan Executive Director Bond EMEA in CX Passport Episode 165🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:27 Taking customer centricity from buzzword to action 7:01 Org design can impede customer centricity 11:25 Talent management and customer centricity 15:35 Differences in Physical and Digital for customer centricity 22:09 1st Class Lounge 27:39 Customer centricity process design 30:59 Empowerment and customer centricity 31:48 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/silvana-buljan-889110/
S3 E164 · Tue, April 23, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Let the mouse guide us in “The one with the Disney Wisdom” with Francesca Tempestini - Employee Experience Advocate in CX Passport Episode 164🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:58 Becoming aware of the importance of customer experience 6:56 Developing a reflex for customer experience 10:17 Handling customer concerns at Disneyland Paris 16:59 What will CX be like for the Paris 2024 Olympics 18:49 1st Class Lounge 24:18 Getting started with customer and employee experience 26:22 Equipping employees to deliver experience 28:35 CX surprises after leaving Disney 30:39 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Francesca LinkedIn: https://www.linkedin.com/in/francesca-tempestini-cx/
S3 E163 · Tue, April 16, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Find customer centricity in “The one with Customer Trust” with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:52 Understanding Customer Centricity 6:49 The Business Value of Customer Centricity 10:42 Consistency and Commitment in Customer Centricity 13:31 Building Customer Trust 19:05 The Digital Nomad Experience 22:49 1st Class Lounge 25:58 European Women on Boards (EWOB) 29:07 Current Customer Experience Pain Points 30:50 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Website: https://www.ileniavidili.com/ LinkedIn: https://www.linkedin.com/in/ileniavidili/ European Women On Boards (EWOB): https://europeanwomenonboards.eu/
S3 E162 · Tue, April 09, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Recover your creativity! “The one with LEGO Serious Play” with Sirte Pihlaja, CEO and LEGO Serious Play Facilitator in CX Passport Episode 162🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:47 Journalism as a path to customer experience 5:48 The importance of creativity as adults 10:09 All about LEGO Serious Play 15:39 1st Class Lounge 23:21 Implementing AI in Customer Experience 29:03 State of CX in Finland 31:36 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Sirte LinkedIn: https://www.linkedin.com/in/sirte/ Sirte Website (Finnish): https://www.shirute.com/ Sirte Website (English): https://www.shirute.fi/en CX 5 Book: https://www.shirute.com/cx5-book/ CX Play: https://www.cxplay.fi
S3 E161 · Tue, April 02, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:48 Early Experience in Customer Support 4:14 The Joy of Helping People with Customer Support 7:41 Bridging Gap Between Customer and Business Decisions 13:39 Contact Center as a Customer Insights Center 15:48 Heartwarming Story of Turning it Around for Customers 20:28 1st Class Lounge 26:23 Using AI in Customer Experience 29:13 Improving Agent Experience 31:10 What’s Broken in Customer Experience 34:04 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/ashley-h-28737710/ Website: https://www.prohelpcx.com/
S3 E160 · Tue, March 26, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s in the episode?... CHAPTERS 0:00 Introduction 3:05 Blending Marketing and Experience 6:28 Defining Employee Experience 8:49 Employee Experience and Tangible Business Value 13:50 Employee Expectations and Customer Experience 18:26 1st Class Lounge 23:03 Employee Concerns about AI 26:15 Best examples of Employee and Customer Experience 29:37 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Thank you to isolved for your sponsorship of this episode. Episode resources: isolved Website: https://www.isolvedhcm.com/ Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/ CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
S3 E159 · Tue, March 19, 2024
What's on your mind? Let CX Passport know... “The one with mental health and CX” with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:35 Linking Mental Health and Leadership 5:25 Mental Health and Customer Experience 9:43 Importance of Self Awareness 12:27 Hospitality and Customer Experience 13:53 Role of Listening and Empathy in Customer Service 20:49 1st Class Lounge 24:39 Improving Communication and Leadership 28:55 Breaking Out of Traditional Mindsets 30:37 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Website: https://www.stephaniecoradin.com/ LinkedIn: https://www.linkedin.com/in/demboinc/
S3 E158 · Tue, March 12, 2024
What's on your mind? Let CX Passport know... 🎤🎞️“The one with where she’s OG AI” with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:43 Alyona representing OG of AI 5:46 Advancements in AI and Language Models 8:16 Thematic origin story - Solving customer problems 10:26 Democratization of Insights 14:29 Understanding Customer Needs in a Post-Survey World 16:34 1st Class Lounge 22:32 Influence of travel on CX approach 25:07 Addressing Cultural Differences in a Remote Company 28:26 Listening to customers in a post-survey world 33:20 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/medelyan/ Website: https://getthematic.com/
S3 E157 · Tue, March 05, 2024
What's on your mind? Let CX Passport know... 🎤🎞️ “The one with outcomes not experiences” with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:18 CX skepticism in the Boardroom 7:35 Which customers should a company care about? 11:35 Creating Clarity in Customer Experience 12:44 Outcomes or experiences 16:18 1st Class Lounge 20:18 Operationalizing Customer Revenue & Reputation Growth 25:45 Engagement vs Retention 31:04 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/jermaineedwards/ Website: Jermaineedwards.com
S3 E156 · Tue, February 27, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Let’s accelerate another #OpenToWork CX Job Seeker Emily Stubbs in “The one with the customer service Grandma Golden Rule” in CX Passport Episode 156🎧 CHAPTERS 0:00 Introduction 3:10 Why is CX important to Emily? 5:03 Balancing Efficiency and Building Connections 6:25 Creating Positive Experiences for Customers 8:32 Customer Experience Impact on Business Results 9:53 Delivering Personalized Experiences 11:47 Avoiding Unintended Brand Promises 14:34 1st Class Lounge 19:55 Analyze Data - Improve CX 23:21 How will Emily help companies with customer experience 27:22 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/emily-stubbs-90781b2b/
S3 E155 · Tue, February 20, 2024
What's on your mind? Let CX Passport know... 🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?... CHAPTERS 0:00 Introduction 6:00 The 4 Personas of a CX leader 8:30 Future Thinking in Customer Experience 11:00 The promise of Gen AI for customer experience 16:15 The evolution of CX as a discipline 19:12 Change Management and CXOs 20:141st Class Lounge 26:02 Driving Change with CX 30:32 Advice for CX professionals 33:11 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/becustomerled/ Be Customer Led podcast: www.becustomerled.com #customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice
S3 E154 · Tue, February 13, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Want REAL customer insight? “The one with the eyes and ears of your brand” Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:52 Knowledge to Experience 4:51 Empathy in Customer Experience 7:18 The Undervalued Front Line 9:29 Moving from cost center to revenue generator 14:38 Customer stories to drive improvement 17:23 1st Class Lounge 23:05 Why haven’t all companies embraced customer experience 25:59 Gorgias’ approach to customer listening 31:04 Balancing policy with human decision 33:20 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/milagros-gonzales-520565183/
S3 E153 · Tue, February 06, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Customer Experience at LinkedIn “The one with LinkedIn trust & confidence” with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:04 Customer Experience at LinkedIn 9:11 Converting Insights into Action at LinkedIn 17:00 Creating a customer-centric culture 21:56 Customer Culture Success stories - Cleveland Clinic 27:46 1st Class Lounge 32:17 Customer Experience driving tangible improvement 36:10 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: Sam Stern | LinkedIn CX Patterns newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7062857517466316800 CX Patterns Podcast: ( Apple , Spotify ) LI Learning course: Customer Experience Strategy: Build A Customer-Centric Culture
S3 E152 · Tue, January 30, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Once a month CX Passport stops down and amplifies a CX job seeker. Let’s help build a network for Adam Haesler and his #OpenToWork in “The one where we amplify the CX job seeker” in CX Passport Episode 152🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:17 Adam’s journey into customer experience 6:08 Focus on Outcomes over Outputs 8:04 Using Scientific Method in CX 13:14 Connecting Business Results and Customer Experience 14:30 Reducing customer effort in customer service 17:37 1st Class Lounge 24:00 What Companies are Missing in Customer Experience 27:53 Adam’s Next steps in Customer Experience 29:22 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/adamhaesler/
S3 E151 · Tue, January 23, 2024
What's on your mind? Let CX Passport know... 🎤🎞️From CX Reckoning to the CX Procenaissance “The one with the CX Procenaissance” CX Passport tries a solo experience with the host in Episode 151🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:25 The year of CX Reckoning 8:07 Procenaissance - Fix Customer Experience in 2024 10:20 Origin story of Process & CX 15:40 $50 Million in increased revenue 19:10 Closing and seeking feedback If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport
S3 E150 · Tue, January 16, 2024
What's on your mind? Let CX Passport know... 🎤🎞️The 150th episode! “The one with the CX teenage years” with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:02 What does successful digital CX look like? 5:16 The role of AI in customer experience? 13:05 The importance of process in customer experience 17:16 How global influences customer experience approach 18:53 1st Class Lounge 24:43 The teenage years of CX / Customer Experience 29:28 Maintaining humanity in CX 32:39 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Andrew LinkedIn: https://www.linkedin.com/in/andrew-carothers/
S3 E149 · Tue, January 09, 2024
What's on your mind? Let CX Passport know... 🎤🎞️Get customers to climb the loyalty ladder “The one with three customer loyalty tiers” with Ali Cudby Co-Founder & CEO Alignmint Growth Strategies in CX Passport Episode 149🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:17 The Importance of Customer Loyalty 6:02 Loyalty evolution example from New York Times 9:50 Three Tiers of Customer Loyalty 15:48 Front of House / Back of House - Inspiration from “Bear” 19:23 1st Class Lounge 24:08 Origin of Alignmint 25:08 Balancing numbers and humanity 29:51 Process of Writing a Book 33:20 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/alicudby/ Website: https://alignmintforgrowth.com/ Book: keepyourcustomersbook.com
S3 E148 · Tue, January 02, 2024
What's on your mind? Let CX Passport know... 🎤🎞️“The one with Content, Culture, and CX” with Paul Banks, Founder & Chief of Different Thinking at Javelin Content Management in the first CX Passport of the year! Episode 148🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:32 Helping businesses communicate and create emotional attachments 9:15 Content marketing influencing customer experience 14:45 Avoid the trap of brands forgetting the humans 19:08 Dangers of brand damage from human content mistakes 23:10 1st Class Lounge 31:00 Why Small Medium Businesses matter? 34:45 Serving as a Volunteer Constable for 10 years 38:20 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/paul-banks007/ Podcast Mackem Magic: Bedtime Stories That Come to Life https://open.spotify.com/show/4ypNB92Xg4N8FBcMjEN5hX?si=3442ca39ccc14abc
S2 E147 · Tue, December 26, 2023
What's on your mind? Let CX Passport know... 🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 2”🎧 Episode 147 Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?... CHAPTERS 0:00 Intro 1:08 Phil Davis - Czech Republic 5:42 Claire Boscq - UAE 11:26 Eli Weiss - USA 15:20 Mercer Smith - USA 19:21 Vimal Rai - Dubai 23:40 Gabriela Amaral - Brazil If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
S2 E146 · Tue, December 19, 2023
What's on your mind? Let CX Passport know... 🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 1”🎧 Episode 146 Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?... CHAPTERS 0:00 Intro 1:37 Megan Bassler - USA 6:18 Tshili 'Chili' Khupe - UK 10:31 Jennifer Meunier - Brazil 15:11 Tyler Saxey - USA 18:32 Sandra Thompson - UK 23:08 George Nagatsuka - Japan If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport
S2 E145 · Tue, December 12, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Customer Service for one of the world’s most visible brands “The one with Spotify Customer Service” with Rajiv Vellodi VP Global Customer Service Spotify in CX Passport Episode 145🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:29 What’s Rajiv’s top Spotify playlist? 3:10 Global Customer Support at Spotify 5:20 Blending GE, Hilton, Amazon career experience at Spotify 10:36 Managing Global Customer Service for high visibility brand like Spotify 15:15 Elevating and celebrating culture 18:54 1st Class Lounge 24:39 Key factors how Spotify chooses BPO partners 31:45 Contact center as customer insight center at Spotify 34:56 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” #customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #spotify #process #business #management #travel #bettercustomerservice #shorts
S2 E144 · Tue, December 05, 2023
What's on your mind? Let CX Passport know... 🎤🎞️“The one with the human experience” with NYT Bestseller Joseph Michelli CEO The Michelli Experience in CX Passport Episode 144🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:09 Airbnb and Mercedes’ customer experience strategies 8:14 Balancing operational incentives with customer experience 11:38 Prioritizing human interaction in customer service 15:50 Solving for gamification in customer feedback 19:00 Joseph’s radio career influencing CX today 20:08 1st Class Lounge 23:40 What is human experience? 26:22 Mental wellness and Bonfire Digital Wellness 30:16 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/josephmichelli/ Website: https://www.josephmichelli.com/
S2 E143 · Tue, November 28, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Breaking rules…creating customer loyalty “The one with the profitable rule breaker” Zoe Kahn Manager of CX & Retention at Chomps in CX Passport Episode 143🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:40 CX & retention role at Chomps 7:10 Planet Fitness Front desk job influencing CX today 10:32 Breaking CX rules. Creating customer empathy 13:45 CX & Retention…simliar and different 17:30 Fitness competitions inspiring customer empathy today 20:38 1st Class Lounge 24:30 Zoe’s “Let’s Laugh About It” Podcast 28:45 Gaining buy in for CX ideas 34:30 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/zoe-kahn-5b61aa129/ Twitter @_zoekahn_ Chomps on How I Built This with Guy Raz: https://podcasts.apple.com/us/podcast/chomps-pete-maldonado-and-rashid-ali/id1150510297?i=1000595782640 Rick & Clancy's podcast The Loud Quiet: youtube.com/@theloudquiet
S2 E142 · Tue, November 21, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Only 2 Hours?! “The one with the two hour design sprint” with Teresa Cain Author Solving Problems in 2 Hours in CX Passport Episode 142🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:18 Why is 2 Hour Sprint necessary 4:30 Overcoming risks of 2 hour sprints 6:10 Scoping the right challenge for a sprint 8:00 Logistic tips for 2 hour sprints 9:40 From Liberal Arts to UX and Design 13:50 Product teams using contact center customer insights 17:19 1st Class Lounge 24:10 She was ChatGPT WAY before ChatGPT was cool 28:05 Converting this to action…to business results 30:23 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: 2 Hour Design Sprints: https://www.2hourdesignsprints.com/ LinkedIn: https://www.linkedin.com/in/cainteresa/ Twitter: @DesignwithTCain #customerservice #customerexperience #design #sprint #designsprint #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice
S2 E141 · Tue, November 14, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Buckle that seatbelt and get ready for departure… “The one with Sun Country Airlines customer service” with Jeremy Hyde Director Customer Support at Sun Country Airlines…episode 141🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:39 Customer service approach and preventing future issues 7:35 Using data and feedback to improve airline customer experience 12:34 Customer service challenges and employee engagement in the airline industry. 19:10 Where would Jeremy go with a free weekend and flight benefits 20:40 1st Class Lounge 24:36 Starting as a call agent influencing current leadership approach 29:19 Balancing human and technology in customer service 33:09 Customer experience and technology adoption in the contact center 35:41 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Voice of the Agent Blueprint: https://www.linkedin.com/pulse/intro-voice-agent-blueprint-jeremy-hyde LinkedIn: https://www.linkedin.com/in/hydej/ The Loud Quiet - Rick & Clancy's empty nest podcast: youtube.com/@theloudquiet theloudquietpod.com
S2 E140 · Tue, November 07, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Building local CX for a global company! “The one with with global reach and local experience” with Sarah Baker Director, Global CX at KFC in CX Passport Episode 140🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 3:15 KFC’s global experience management 4:20 Shaking up current understanding of customer 8:10 Using failure points to grow and get better 10:00 How to REALLY put the customer at the center 13:10 Customer story to influence decisions 15:15 Girls on the Run program 17:31 1st Class Lounge 23:20 KFC global customer listening 27:00 Centralized vs local influence 28:50 Global employee diversity and experience 31:48 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport
S2 E139 · Tue, October 31, 2023
What's on your mind? Let CX Passport know... 🎤🎞️ “The one with the CX marriage officiant” with Nate Brown, Co-founder CX Accelerator in CX Passport Episode 139🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:34 Why does community matter? 4:10 Launching the CX Accelerator community 6:15 Selectivity and diversity in community 7:45 Community as the next sales marketing 10:15 CX community solving loneliness epidemic 15:35 Starting a career on the customer front line 22:19 1st Class Lounge 25:45 Nate’s style! 27:25 Authentic Voice of the Customer value 33:00 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: CX Community https://www.cxaccelerator.com/ LinkedIn https://www.linkedin.com/in/cxaccelerator/
S2 E138 · Tue, October 24, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Empowering agents AND customers in “The one where he's curious...not judgmental” – with Tim Kyse, Vice President of Customer Experience at Openly in CX Passport E138🎧 What’s in the episode?... [00:00] Introduction [02:56] Great customer experience results in insurance [05:28] Hiring both human and industry skills [08:38] Managing the pressures of customer support [12:58] Capturing customer insights – and acting on them [15:39] The impact of engagement whilst operating remotely [18:17] 1st Class Business Lounge [24:30] What drew Tim to Openly? [26:53] How is Openly using the current versions of AI? [30:10] What technology improvements would Tim like to prioritize with? [33:07] Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton "I believe the best meals are served outside and require a passport" Episode resources: LinkedIn: https://www.linkedin.com/in/tim-kyse
S2 E137 · Tue, October 17, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Will we embrace the AI Bots? “The one with the bot baggage” with Rob Dwyer, Vice President Customer Engagement | Happitu in CX Passport Episode 137🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 5:30 AI in contact centers and its potential uses and limitations 12:37 AI-powered virtual assistants and their future in customer service 18:45 Tips for technology vendors and purchasers 20:26 1st Class Lounge 24:30 Umpiring and CX lessons 33:37 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/ Web: Happitu.com Next In Queue...all fave podcast sites AND YouTube: youtube.com/@nextinqueue
S2 E136 · Tue, October 10, 2023
What's on your mind? Let CX Passport know... 🎤🎞️What creates a Brazilian global CX winner? “The one where they win best customer team” with Jennifer Meunier Head of CX & Product at G4 Educação🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:11 What is G4 Educação? 5:00 Company growth, customer focus, and team building in a startup environment 10:00 Breaking down silos for customer experience 11:20 Hospitality industry as an influence for education space 14:36 Hospitality and customer service in Thailand 20:15 1st Class Lounge 25:05 Winning the global award for Customer Experience Team 27:30 Living their own CX principles at G4 Educação 29:15 The “Process of Experience” 31:54 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Instagram: https://www.instagram.com/g4educacao/ Website: https://g4educacao.com/ LinkedIn: https://www.linkedin.com/in/meunierjennifer/
S2 E135 · Tue, October 03, 2023
What's on your mind? Let CX Passport know... 🎤🎞️“The one with the handwritten note” with Rick Elmore CEO Simply Noted in CX Passport Episode 135🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 2:33 Genesis of Simply Noted 7:00 What if they know it’s a machine? 9:36 Personal connection equals business results 13:17 Overcoming resistance 15:15 How his athletic career (NFL, y’all!) influences his corporate career 17:33 1st Class Lounge 22:10 Getting customer feedback 26:00 Making high touch highly scalable 28:14 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Simply Noted: https://simplynoted.com LinkedIn: https://www.linkedin.com/in/rick-elmore/
S2 E134 · Tue, September 26, 2023
What's on your mind? Let CX Passport know... 🎤🎞️He is DONE with CX! Go beyond “The one where he goes beyond CX” with Vimal Rai Managing Partner, Commercial Excellence Partners in CX Passport Episode 134🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 3:05 The broken aviation industry 8:55 Why Brussels Airport is a great customer experience 13:00 He is DONE with customer experience 17:45 Contrasting Singapore and Dubai 23:03 1st Class Lounge 28:30 The emotional (revenue driving!) impact of customer experience 32:03 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Vimal LinkedIn: https://www.linkedin.com/in/vimalrai/
S2 E133 · Tue, September 19, 2023
What's on your mind? Let CX Passport know... 🎤🎞️“The one with AI” – with Ben Wright, co-founder of Jiffy in CX Passport E133 🎧 What’s in the episode?... [00:00] Introduction [03:40] The shifts in AI and its role in customer support [07:09] Prioritizing customer experience [11:48] Select tools based on business principles, not just AI [13:27] 1st Class Business Lounge [20:33] How AI elevates support roles [23:23] Staying up-to-date with the latest tools [25:50] Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Episode resources: LinkedIn: https://www.linkedin.com/in/benji-wright/
S2 E132 · Tue, September 12, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Bringing Customer Service to a new level in “The one where he Elevates” – with Wes Dudley, VP of Customer Experience at Broad River Retail in CX Passport E132🎧 What’s in the episode?... [00:00] Introduction [02:41] Applying AI to enhance customer experience [04:41] Onboarding and training to help equip people with AI [07:22] Ensuring that we don’t lose the human aspect of CX [13:11] Stepping into a new CX leader role [15:45] 1st Class Business Lounge [20:44] How to help equip the frontline to co-create customer experiences [26:37] Addressing challenges with buy-in from CX ideas [29:16] Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: LinkedIn: https://www.linkedin.com/in/wesdudley
S2 E131 · Tue, September 05, 2023
What's on your mind? Let CX Passport know... CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th 🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:50 What a Customer Experience role should be 3:41 How do you act on what you learn from the customer? 8:49 Your CX Passport Captain 9:15 Stacking wins on wins -The Foot Locker customer experience journey 14:43 How to learn from and deliver for a global customer experience 17:53 1st Class Lounge 21:15 Creating actual business results from voice of the customer 24:36 How to get customer insight from the front line employee 26:50 Using Voice of the Customer to celebrate employees | Video celebrations 31:07 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: LinkedIn: https://www.linkedin.com/in/tyler-saxey-45968923/ Foot Locker: https://www.footlocker.com/
S2 E130 · Tue, August 22, 2023
What's on your mind? Let CX Passport know... CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th 🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?... 😬Ummm...flight attendant...have you seen my pants? 🤯Weight checks? Girdle checks?!...at work?! 😋Getting a cooked to order medium rare steak on a flight? 😲You'll be SHOCKED how they handled a cigar on a flight! 💡Flight attendants - "We were some of the first feminists" 😳Steamy thoughts with 007 ☝️The one thing you should do to get on a flight attendant's good side 😶What happens on an overnight, stays on an overnight 🤩Beluga caviar from Iran…as an in flight appetizer?! 💭”It's a flight attendant. What can I say, we always find the best places” - Stephanie If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: True Tales book web site: truetalestwa.com The Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459
S2 E129 · Tue, August 08, 2023
What's on your mind? Let CX Passport know... 🎤🎞️The one with elephant level emotional intelligence – with Sandra Thompson, Founder of Ei Evolution in CX Passport E129🎧 What’s in the episode?... [00:00] Introduction [02:09] How Sandra first got into emotional intelligence [05:35] The theoretical versus practical aspect of EI [11:10] An example of customer experience that needed a great level of EI [18:54] Keeping the humanity aspect of customer experience and the service design [23:40] 1st Class Business Lounge [28:16] If you want to grow your EI skills, where do you get started? [32:01] How to help foster growth of EI in your own team [36:17] Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: Website: www.eievolution.com LinkedIn: https://www.linkedin.com/in/cxeisandra/ Emotional Intelligence 2.0 (where you get the code and can measure your existing Ei levels): https://www.amazon.co.uk/Emotional-Intelligence-2-0-Travis-Bradberry/dp/0974320625 The Emotional Culture deck: https://www.ridersandelephants.com/the-emotional-culture-deck
S2 E128 · Tue, August 01, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Be encouraged! CX is on fire🔥 “The one with the CX hot roll” with Eli Weiss, Sr Director Customer Experience | Jones Road Beauty in CX Passport Episode 128🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 2:32 A customer experience renaissance 4:29 Why are Customer teams under threat today? 8:08 The core role of a customer leader 10:45 How to listen to D2C customers 17:10 Moving to action 19:25 Travel stories show the heart of customer experience 23:09 1st Class Lounge 27:50 Maybe Zappos shouldn’t be the *pinnacle* of customer experience 32:23 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: Web: eliweisss.com Jones Road Beauty: https://jonesroadbeauty.com/
S2 E127 · Tue, July 25, 2023
What's on your mind? Let CX Passport know... 🎤🎞️“The one with the CX Feng Shui” with Claire Boscq, BizShui Creator & Keynote Speaker in CX Passport Episode 127🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 2:33 BizShui, FengShui and Customer Experience 4:50 How convince others of the value of BizShui 7:03 How did Claire's Disney experience set the stage for great CX? 13:00 Fabulous and 50! Campaign 18:10 Customer Experience and Dubai, UAE 21:40 1st Class Lounge 26:29 Helping leaders create great employee experience 28:56 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: Website: claireboscq.com YouTube: www.youtube.com/@ClaireBoscq LinkedIn: www.linkedin.com/in/claireboscq/
S2 E126 · Tue, July 18, 2023
What's on your mind? Let CX Passport know... 🎤🎞️“The one with the real results” with Neha Dutta – Vice President for Digital Client Success Lead EXL in CX Passport Episode 126. What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 04:41 Customer experience process improvement. 06:01 Why is customer service so bad right now? 11:08 Elevating women in leadership. 14:21 Neha’s tips for exploring Gurgaon, India. 17:10 Embracing technology in India. 18:22 1st Class Lounge. 22:34 AI and job enhancement. 27:28 Going beyond just giving companies a technology solution. 29:54 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: LinkedIn: https://www.linkedin.com/in/neha-dutta-5303a18
S2 E125 · Tue, July 11, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Stop Survey Slapping your Sandwich Customers in “The one with marketing malpractice” with Alan Hale President Consight Marketing Group in CX Passport Episode 125🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:09 B2B is NOT the same as B2C 7:58 Customer Experience is “circling the drain?” 13:45 Don’t be fooled by LinkedIn influencers. Marketing is NOT simple 17:34 1st Class Lounge 21:10 AI will solve everything…or it will destroy the world 23:59 Data is nothing without action 26:10 Career path to being a Marketing leader 28:41 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: LinkedIn: https://www.linkedin.com/in/alanwhale/ Website: www.consightmarketinggroup.com
S2 E124 · Tue, July 04, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Want to be promoted? 👂Listen to or 👀Watch this episode...“The one with that career coach” Kendall Berg, Founder of That Career Coach in CX Passport Episode 124🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:20 Getting into career coaching 5:45 Growing your career through being customer focused 9:20 Want to be promoted? Do this! 11:15 Stuck at a place that doesn’t focus on the customer? 13:45 Managers…THIS is your job now 18:45 Wait? What? Impulsively deciding to move to Colorado?! 21:51 1st Class Lounge 26:30 Storytelling…stunning employee experience improvement! 32:15 Managers…pay attention to this too! 35:10 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: All your socials: @Thatcareercoach Web: thatcareercoach.net
S2 E123 · Tue, June 27, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Real, tangible profits from Customer Experience in “The one with the Customer Profitability” Evan Klein, Founder & President Satrix Solutions in CX Passport Episode 123🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:45 Customer experience epiphanies 6:35 Triggers that move a company to focus on CX 9:20 The path to profitability 13:53 Doesn’t have to be a new process 16:20 Scottsdale area travel secrets 18:11 1st Class Lounge 21:37 Employee engagement from voice of the customer 24:40 Internal customer experience successes 27:30 How to listen to the customer’s “voice” 30:00 Contact info and closing If you like CX Passport, I have 4 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Sign up for the weekly CX Passport newsletter www.cxpassport.com ✅Leave a review on your favorite podcast site so others can find the show ✅Share your thoughts about the episode in the comments Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: Company LinkedIn: https://www.linkedin.com/company/satrix-solutions-llc./ Website: https://www.satrixsolutions.com/
S2 E122 · Tue, June 20, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Customer experience cocktails🍸 and…ahem…toys🤭…in “The one with the CX bartender” with Tshili Khupe Head of LTVplus Strategic Partnerships & Growth - CX Passport Episode 122🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:58 How to listen to the customer 6:40 Turning a contact center to a customer insights center 9:46 Motivating brands to amplify their contact center 12:15 Adult toy customer insights 15:25 Engaging the front line for customer insights 17:19 1st Class Lounge 21:32 Successful customer insight stories 26:25 Reasons why companies turn to BPOs for help 28:52 Contact info and closing If you like CX Passport, I have 4 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Sign up for the weekly CX Passport newsletter www.cxpassport.com ✅Leave a review on your favorite podcast site so others can find the show ✅Share your thoughts about the episode in the comments Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: LTVplus: https://www.ltvplus.com/ Tshili LinkedIn: https://www.linkedin.com/in/tshili-khupe/
S2 E121 · Tue, June 13, 2023
What's on your mind? Let CX Passport know... 🎤🎞️🥼🔬Think science and genomics don't need customer Experience? Think again “The one with the DNA Experience” Sherry & Melissa Ilumina CX Passport Episode 121🎧 [One note listeners & viewers…this week’s episode had some hardware issues so it’ll be audio only. Back to video next week!] CHAPTERS 0:00 Introduction 2:47 What does Illumina do? 5:10 Why is Customer Experience needed in genomics? 7:50 Balancing legacy with innovation in customer experience 10:40 Who are the customers for this industry? 13:25 How to build great CX in genomics 17:33 1st Class Lounge 23:13 Building a CX program from the ground up 26:07 Listening to the customer in genomics 28:40 Investors are realizing the $ benefits of customer experience 33:20 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: Illumina: https://www.illumina.com/ Sherry Grissom: https://www.linkedin.com/in/sherry-grissom-954a9930/ Melissa Spears: https://www.linkedin.com/in/melissa-spears-289a658/
S2 E120 · Tue, June 06, 2023
What's on your mind? Let CX Passport know... 🎤🎞️On a mission to help humans understand humans in "The one with the customer mix tape" with Amy Brown, CEO of Authenticx in CX Passport Episode 120🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:19 Unlocking patient insight from conversations 4:18 The inspiration from growing up in medicine 6:15 In 8th grade and on a heart transplant flight?! 8:41 The crushing complexity of healthcare industry 11:19 A billing call isn’t JUST a billing call 16:30 Why are we getting patient experience so wrong? 18:23 First Class Lounge 22:48 Why start with healthcare? 25:30 Using stories to inspire change 33:20 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: Authenticx: www.authenticx.com
S2 E119 · Tue, May 30, 2023
What's on your mind? Let CX Passport know... 🎤🎞️The manager’s job is to Unsuck Things That Suck in “The one with the call center’s call center” with Gary Pudles, President & CEO of AnswerNet in CX Passport Episode 119🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:22 Changing ways customers contact brands today 4:29 Blending digital and human in customer contact 7:35 An INTRIGUING option for Small Business contacts 13:19 Front line employee engagement 17:45 Cuba and Caymans in one trip…contrast indeed 20:40 1st Class Lounge 25:08 The CRM is dead? 27:33 Iterative success vs disruption 31:38 Buying a business 32:41 Contact info and closing If you like CX Passport, I have 4 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Sign up for the weekly CX Passport newsletter www.cxpassport.com ✅Leave a review on your favorite podcast site so others can find the show ✅Share your thoughts about the episode in the comments Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.com Episode resources: Social media tags: @GaryPudles @answernet Web: www.answernet.com
S2 E118 · Tue, May 23, 2023
What's on your mind? Let CX Passport know... 🎤🎞️“The one with Omotenashi” with George Nagatsuka - Founder Discover Xciting Japan in CX Passport Episode 118🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:45 Omotenashi - What drives the Japanese customer service focus? 7:33 Comparing Japanese to US/Western Customer Service 11:31 Unique Japanese travel experiences 16:26 First Class Lounge 21:54 How does GE process experience influence CX today? 24:49 Variability of the Asian customer experience 28:38 DiscoverXcitingJapan 31:27 Contact info and closing If you like CX Passport, I have 4 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Sign up for the weekly CX Passport newsletter www.cxpassport.com ✅Leave a review on your favorite podcast site so others can find the show ✅Share your thoughts about the episode in the comments Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.com Episode resources: Spirit of Japanese Customer Service: Omotenashi LinkedIn: https://www.linkedin.com/in/george-nagatsuka/ Website: https://discoverxcitingjapan.com Facebook page: https://www.facebook.com/discoverxcitingjapan
S2 E117 · Tue, May 16, 2023
What's on your mind? Let CX Passport know... 🎤🎞️PREACH it Pastor! Today CX=Church Experience and you'll be stunned how much we in the biz CX world can learn from the faith world in “The one with the relational collateral” Phil Davis Faith Community Church (Prague) in CX Passport E117. What’s in the episode?... 🤗For the first time, CX Passport listeners have an opportunity to give back. More detail in the episode on how you can support this mission which is currently serving the humanitarian needs of the Ukrainian refugee community created by the tragic invasion of Ukraine in addition to the soul needs of the Prague international community. Listen to the episode and then… Support here: https://give.serge.org/donate/phil-and-shanna-davis CHAPTERS 0:00 Introduction 4:45 Church vs business when it comes to creating experiences 8:30 Customer sensitive NOT customer driven 11:01 Many churches…one goal 14:03 Asking your “customers” to sacrifice? 17:09 What’s unique and special about Prague? 21:08 1st Class Lounge 25:42 The KEY lesson EVERY CX person should know 28:50 Why “brand promise” matters even MORE in the faith world 31:26 What’s next for Faith Community 33:25 Contact info and closing Want video? Watch & subscribe www.youtube.com/@cxpassport Sign up for the weekly newsletter and never miss an episode: cxpassport.com Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: Support Faith Community Church https://give.serge.org/donate/phil-and-shanna-davis Website: faithcommunity.cz Mission Organization: serge.org
S2 E116 · Tue, May 09, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Building communities CX and beyond in “The one with 2 T-Rexes and 2 Pennies” with Mercer Smith VP CX Insights and Community at Partner Hero | CX Passport E116🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:32 Using communities to better the Customer Experience world 4:45 What makes a GOOD community? 9:33 Elevate the customer insights from the front-line 13:59 Providing the support and language for mental wellness 16:08 1st Class Lounge 20:47 How to scale great teams 25:20 A brilliant trait to block the tribalism of CX labels 27:48 What’s next for communities and customer experience? 30:40 Closing and contact information Want video? Watch & subscribe www.youtube.com/@cxpassport Sign up for the weekly newsletter and never miss an episode: cxpassport.com Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: LinkedIn: https://www.linkedin.com/in/smithmercer/ Social Media handles: @mercenator Website: https://www.mercenator.com/
S2 E115 · Tue, May 02, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Opening career doors and building communities in “The one with expanding representation & BPO partnerships“ with Megan Bassler VP Strategic Partnerships at OP360 in CX Passport E115🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:44 The partnership role and OP360 4:29 Jet fuel for career learning - BPO industry 9:00 Expanding representation and diversity in BPO leadership 12:31 Practical tips for creating Communities 18:36 AI and the BPO industry 21:14 1st Class Lounge 26:13 Keeping humanity in the AI and Digital solutions 29:22 Equipping agents to successfully represent both brand and BPO 33:15 Contact info and closing Thank you, OP360 for your sponsorship of this episode. Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorship https://www.ex4cx.com/blog/2023/3/3/if-i-would-have-them-on-my-show-for-free-i-might-as-well-get-paid-for-it If you like CX Passport, I have 4 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Sign up for the weekly CX Passport newsletter www.cxpassport.com ✅Leave a review on your favorite podcast site so others can find the show ✅Share your thoughts about the episode in the comments Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.com Episode resources: Megan LinkedIn: https://www.linkedin.com/in/megan-lyn-vonderach/ OP360: https://www.op360.com/ CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
S2 E114 · Tue, April 25, 2023
What's on your mind? Let CX Passport know... 🎤🎞️Jeff Krogman of MasterCard explains getting it right for customers in “The one with the customer first downs” CX Passport Episode 114🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:34 Jeff’s role at MasterCard 4:04 How to keep “non-customer” roles focused on the customer 6:40 A wide spectrum of “customer” for MasterCard 8:35 What does Voice of the Customer look like across a wide customer spectrum 10:27 Listening to all B2B customer types 12:35 Personalization with a spectrum of customers 15:00 Creating what customers want 17:13 1st Class Lounge Travel, Fun & Food 22:48 Bringing customer and non-customer teams together 25:41 Process. Process. Process…Getting the basics right for customers 28:10 Addressing the challenge of payment industry newcomers 31:26 Contact info and closing If you like CX Passport, I have 4 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Sign up for the weekly CX Passport newsletter www.cxpassport.com ✅Leave a review on your favorite podcast site so others can find the show ✅Share your thoughts about the episode in the comments Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.com Episode resources: Jeff Krogman LinkedIn: https://www.linkedin.com/in/jeff-krogman-a30a6210/ The Reluctant Traveler with Eugene Levy
S2 E113 · Tue, April 18, 2023
What's on your mind? Let CX Passport know... 🎤😲There's an open air pool at this airport! Andrew Tan Director Airport Operations Consultancy at Changi Airport Group in "The one with the Changi experience" CX Passport E113🎧What’s in the episode?... CHAPTERS 0:00 Introduction 3:41 Why is Changi so special to passengers? 5:37 What makes an airline choose an airport? 7:33 Why is customer experience at an airport vital? 11:06 Your CX Passport Captain 11:32 The airport attracts the community 13:26 What to do and eat in Singapore 20:30 1st Class Lounge 23:51 How to know what an airport really needs 25:41 Contextualize technology in overall CX context 30:20 The surprise delights 🏊at Changi 33:20 Contact info and closing Want video? Watch & subscribe www.youtube.com/@cxpassport Sign up for the weekly newsletter and never miss an episode: cxpassport.com Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: Changi Airports International: https://www.cai.sg/ Andrew LinkedIn: https://www.linkedin.com/in/andrewtan2000/
S2 E112 · Tue, April 11, 2023
What's on your mind? Let CX Passport know... 🎤🎞️“The one with the beverage customer experience” with Gabriela Amaral, Global Customer Satisfaction Manager at AB InBev in CX Passport Episode 112🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:58 From tech university degrees to leading global customer experience 5:22 Creating great customer experience for B2B customers 9:25 Your CX Passport Captain 15:03 A taste of Brazil 17:36 1st Class Lounge 20:54 Creating a culture focused on CX in a results driven environment 23:51 Blending human and digital in customer experience 26:17 Growing the Brazilian customer experience community 28:03 Contact info and closing Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Want video? Watch & subscribe www.youtube.com/@cxpassport Sign up for the weekly newsletter and never miss an episode: cxpassport.com Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: www.youtube.com/@cxpassport Episode resources: LinkedIn: https://www.linkedin.com/in/gabrielaamarala/ Instagram: https://www.instagram.com/gabrielaamaral.cxt/ CX Leader - CX mentoring program: https://gabrielaamaralcxt.com.br/cxleader Método CXGE, CX strategy and governance on-line course: https://gabrielaamaralcxt.com.br/metodocxge
S2 E111 · Tue, April 04, 2023
What's on your mind? Let CX Passport know... 🎤🎞️“The one with the CX orchestration” with Mark Slatin, CX Advisor at EmpoweredCX in CX Passport Episode 111🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:12 Tangible experience in CX 3:58 What’s the role of a CX leader? 6:48 How to move customer experience initiatives forward…successfully 9:19 Inspiring change using the customer’s story 12:27 We’re still justifying the ROI of Customer Experience? 16:38 1st Class Lounge 20:11 How to get better at being tactical, not so esoteric with CX 22:44 Why is Customer Experience/Service still SO bad? 25:38 What are companies focused on in 2023? 27:45 Contact info and closing If you like CX Passport, I have 4 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Sign up for the weekly CX Passport newsletter www.cxpassport.com ✅Leave a review on your favorite podcast site so others can find the show ✅Share your thoughts about the episode in the comments Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.com Episode resources: Podcast: The Delighted Customer Podcast https://www.empoweredcx.com/podcast Website & maturity experince assessemnt : empoweredcx.com LinkedIn: https://www.linkedin.com/in/markslatin/
S2 E110 · Tue, March 28, 2023
What's on your mind? Let CX Passport know... 🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:50 What a Customer Experience role should be 3:41 How do you act on what you learn from the customer? 8:49 Your CX Passport Captain 9:15 Stacking wins on wins -The Foot Locker customer experience journey 14:43 How to learn from and deliver for a global customer experience 17:53 1st Class Lounge 21:15 Creating actual business results from voice of the customer 24:36 How to get customer insight from the front line employee 26:50 Using Voice of the Customer to celebrate employees | Video celebrations 31:07 Contact info and closing Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Want video? Watch & subscribe www.youtube.com/@cxpassport Sign up for the weekly newsletter and never miss an episode: cxpassport.com Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport #customerexperience #voiceofthecustomer #employeeexperience #retail #podcast Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: LinkedIn: https://www.linkedin.com/in/tyler-saxey-45968923/ Foot Locker: https://www.footlocker.com/
S2 E109 · Tue, March 21, 2023
What's on your mind? Let CX Passport know... Today CX Passport begins video podcasting. Continue listening on your favorite audio apps...or head over to YouTube and subscribe to the CX Passport channel there to watch each episode youtube.com/@cxpassport 🎤Customer & Employee experience transformation for BPOs in “The one with the Uber of BPOs” with Claas van Delden, Chief Growth Officer for yoummday in CX Passport E109🎧 CHAPTERS 0:00 Introduction 2:10 An Uber-platform for BPOs? 5:00 Why are BPOs ripe for disruption 8:31 So why would this be better for customer experience? 12:17 The best way to learn from front lines 16:05 A story of a client making immediate changes using real-time customer insight 17:36 1st Class Lounge 21:59 How does this model help employee experience? 25:20 Opening up opportunities for underserved talent communities 26:40 How to equip a fully independent and remote talent base 30:37 Learning from the global talent base 33:20 Contact info and closing Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Want video? Watch & subscribe www.youtube.com/@cxpassport Sign up for the weekly newsletter and never miss an episode: cxpassport.com Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: yoummday - www.yoummday.com
S2 E108 · Tue, March 14, 2023
What's on your mind? Let CX Passport know... 🎤Crypto and Customer Experience? You bet! “The one with the better Crypto Customer Experience” with Clemens Behrend of Web3CX CX Passport Episode 108🎧 What’s in the episode?... 🤷♂️Why should Crypto and Web3 focus on customer experience? 🚩How did customer experience observations show early red flags about FTX? 💡Want to break into the crypto space as customer support? ⚠️Caution customers - If a company isn't treating CX right, they probably aren't treating their business right 🍍Pineapple is a least favorite food?! 💖How not to abandon the humanity with our digital solutions? Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“What's very often overlooked in all of these hyped up crypto projects, there are no names, or real persons. But customer experience is actually when you connect with people” - Clemens Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: Web3CX: https://www.web3cx.io/ LinkedIn: https://www.linkedin.com/in/clemensbehrend/
S2 E107 · Tue, March 07, 2023
What's on your mind? Let CX Passport know... 🎤Board a luxury, double aisle, supersized episode with Bryan Stoller, Global Head of Customer Care at United Airlines in “The one with United Airlines Customer Experience” CX Passport E107🎧 What’s in the episode?... ⚙️How to prioritize the insights gained from the customer contact center 👉What drove United's evolution beyond random call listening to deep contact insights? 🤯Ahh flight benefits! Flying to Hong Kong just to attend a friend's party! 💡A resolved experience makes for a good experience 🔬Learn WHERE to hunt...then GO hunt! ✅Unlocking insights by overcoming "internal thinking" 😯Handling IROPs - Irregular Operations Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“Learn something from [customer] interactions TODAY...to help TOMORROW” - Bryan Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport #aviation #customerservice #insight #podcast #travel Episode resources: Bryan Stoller LinkedIn: https://www.linkedin.com/in/bryanstoller/
S2 E106 · Tue, February 28, 2023
What's on your mind? Let CX Passport know... 🎤CX Passport’s first guest from Uganda(!) in “The one with the simplicity of CX” with Evas Bazirakakye, Customer Relationship Manager at Umeme🎧 What’s in the episode?... 😊Simplicity is attractive...especially in experience 👉The evolution of Customer Experience in Uganda 💡Every interaction should create a memory...an experience 📈Good experience = Good sales = Good business results 😲Shocked to hear what some customers might do in reaction to a bad experience 😍Elevating beyond customer experience to a social responsibility Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“And I realized that if a business really focused on…ensuring customer focused, they're trying to provide a solution to a customer…what does the customer want? How can we better a customer, probably it would make more sales for their business and bring in more business” - Evas Bazirakakye Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: Evas’ LinkedIn: https://www.linkedin.com/in/evas-bazirakakye-kizza-a327a424/
S2 E105 · Tue, February 21, 2023
What's on your mind? Let CX Passport know... 🎤Get beautifully designed Customer Experience in “The one with the convergence of clarity and surprise” with Jared Fink of Siegel+Gale in CX Passport episode 105🎧 What’s in the episode?... 🥰"Designing something people love" 👩🎨Humans are messy. How design for humans? ✈️What makes a great travel lounge - from chaos to calm 🔬"Beautiful simplicity is really hard to do" 💹A great in-store retail experience WILL generate business results 😍Moments of joy a great design can bring 💡What impacts a board room? That real, in-home immersive customer research Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“ But a lot of the work that's really enlightening, the stuff that shifts a boardroom, the stuff that really gets people to feel it is when you actually go and spend time with [people] and document it.” - Jared Sign up for the weekly newsletter and never miss an episode: cxpassport.com Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: Website: https://www.siegelgale.com/ All social media: @SiegelGale Sushi documentary - Jiro Dreams of Sushi: https://www.imdb.com/title/tt1772925/
S2 E104 · Tue, February 14, 2023
What's on your mind? Let CX Passport know... 🎤There’s a revolution in customer experience coming “The one with the patient choice awakening” with Ben Seals, CEO of Thomas Eye Group in CX Passport episode 104. What’s in the episode?...🎧 📞When your FIRST call teaches you to love to talk to customers 💡When the CEO hears directly from customers ❗Patient choice...it's real...it's now 🧑⚕️Improving financial & MEDICAL outcomes through better patient experience 🩺Patient experience is customer experience 🍌"Banana pudding is my kryptonite" 😲Whoa! Imagine handling the emergency call from a wife scared to death about her husband's immediate eye emergency 💭“Giving that agent the tools and the skills to address the need is the responsibility of our leadership team in the organization.” - Ben Want video? Subscribe at youtube.com/@cxpassport Sign up for the weekly newsletter and never miss an episode: cxpassport.com Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: Ben Seals LinkedIn: linkedin.com/in/benseals Thomas Eye Group: www.thomaseye.com
S2 E103 · Tue, February 07, 2023
What's on your mind? Let CX Passport know... For the first time, I’m recommending you view this episode rather than listen to it. www.youtube.com/@cxpassport 🎤Will there be a place for humans in Customer Experience? Find out in “The one where chatGPT visits CX Passport” Episode 103🎧 What’s in the episode?... (How I made this video is in the episode resources below) 🤖Why get AI’s perspective on customer experience? 😨Will Humans have a place? 😠Why are companies continuing to provide poor customer experience? 👉How can companies keep humanity in their customer experience? 😋What’s chatGPT’s favorite food and where does it want to travel next? 📈How would chatGPT prove the ROI of customer experience initiatives? Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“Absolutely…I think there will always be a role for humans in customer experience. Technology is great for streamlining processes, but it can never replace the human element of customer service” - chatGPT Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: Website: chatgpt.com Email: chatgpt@gmail.com Twitter: @chatgpt —chatGPT’s responses were prompted using the questions you hear in the episode fed into the OpenAI playground https://platform.openai.com/playground —The avatar was created using midjourney https://midjourney.com/ —Videos were created with D-ID https://www.d-id.com/ —Incredibly easy to make
S2 E102 · Tue, January 31, 2023
What's on your mind? Let CX Passport know... 🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?... 🤔Why does experience matter if it's "just a product" 💎A brand's place on the luxury spectrum 🧹Who has the best customer insight at a hotel? 👉The impact of expectations on experience 👣No substitute for feet on the ground 🏕️Tell stories 🥰A heartwarming story of experience delight Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“Your housekeepers, your night porters, your GSRs, your guest service representatives. Those are the people who know what's going on in the hotel. And probably most of all, especially in the extended stay segment, the housekeepers, they are interacting with the guests. They're in the guests' rooms, they truly understand what's going on.” - Mike Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: Kuenne Advisory: kuenneadvisory.com
S2 E101 · Tue, January 24, 2023
What's on your mind? Let CX Passport know... 🎤Get the truth about building a full VOC program in “The one with the swear jar for the word 'survey'”🎧 with Tanya Fowler, Head of Customer Experience for FCT in CX Passport Season 2 Episode 101. What’s in the show?... 🥇Tanya's first 5 minutes hold SO much VOC gold 😍She's got the role ALL of us in Customer Experience want 💡VOC isn't surveys. It's gaining customer insight! 🎯The value and the risk of customer calls ✈️Greece...the ultimate deposit in the travel memory bank 💗A learner's heart 👉Using VOC to build employee engagement Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“I just feel like as soon as employees feel the value that they deliver to the customers day to day, the sky's the limit. Employees will take care of your customers each and every time.” - Tanya Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: LinkedIn: linkedin.com/in/tanya-fowler-ccxp-3b2144a
S1 E100 · Tue, January 17, 2023
What's on your mind? Let CX Passport know... 🎤Celebrate CX Passport’s 100th episode with the brilliant Mike Gathright Senior Vice President, Head of Customer Experience at Hilton in “The one with the Hilton light and warmth of hospitality”🎧What’s in the episode?... 💡Protecting the contact center as a customer insight center created REAL product innovation results 📈Recession solve? - Lean INTO the contact center don't lean away 🎸WAY ahead of the trend for Work From Home 🤗Being WFH doesn't mean employees don't want human interaction. An idea revealed… 🧑🍳Choosing to merge digital and human experience…organizationally and functionally 🙌Shout out to Kristiina Laur...for her light and warmth hospitality for Ukrainian refugees 🔮What does 2023 look like for the Hilton Guest Experience? Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“If as a company you're not having a conversation about the data and the insights that come from your contact center, and how they can be a power and a force for your organization…you've got to start there. Because if you're trying to start from a position of, “We're just answering calls” then you're going to be on your heels from the get go.” - Mike Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: Hilton: www.hilton.com Instagram: @hiltonnewsroom TikTok: @hilton LinkedIn: linkedin.com/in/mikegathright
S1 E99 · Tue, January 10, 2023
What's on your mind? Let CX Passport know... 🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?... 😬Ummm...flight attendant...have you seen my pants? 🤯Weight checks? Girdle checks?!...at work?! 😋Getting a cooked to order medium rare steak on a flight? 😲You'll be SHOCKED how they handled a cigar on a flight! 💡Flight attendants - "We were some of the first feminists" 😳Steamy thoughts with 007 ☝️The one thing you should do to get on a flight attendant's good side 😶What happens on an overnight, stays on an overnight 🤩Beluga caviar from Iran…as an in flight appetizer?! 💭”It's a flight attendant. What can I say, we always find the best places” - Stephanie Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: True Tales book web site: truetalestwa.com The Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459
S1 E98 · Tue, January 03, 2023
What's on your mind? Let CX Passport know... 🎤CX Passport’s first guest from Oman in “The one where Oman is the Switzerland of the Middle East” with Codin Caragea Chief Manager, Head of Customer Experience at Bank Muscat in Episode 98🎧 What’s in the episode?... ⚡The energy comes from the demographics 🧑🍳The daunting AND freeing nature of starting a CX program from scratch 💡Need to understand the type of language a company speaks 📈Business results for Customer Experience ❓The reason behind the Customer Experience energy in the GCC 🥩The joy of a good steak 🙌Value in knowing your VOC complaints Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“This whole energy is somehow the foundation…Education is extremely critical here in the region. And they want to bring together all the skills and competencies in order to create a future that has the local flavor, but at the same time, is extremely future oriented.” - Codin Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport Episode resources: Codin Caragea LinkedIn: https://www.linkedin.com/in/codin-caragea-aaa3ba1/
S1 E97 · Tue, December 27, 2022
What's on your mind? Let CX Passport know... 🎤As we close 2022, CX Passport takes a break with the annual tradition of “The One with the 2022 First Class Holiday Special"🎧 Episode 97 (almost to 100!) Thank you to all of the great guests of 2022 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special?... Mary Drummond - USA Gregorio Uglioni - Switzerland Troy Figgins - USA Laise Pôrto - Brazil Aarthi Murali - USA Georges Essama - Cameroon Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup Apple Podcasts: http://bit.ly/applecxpassport Spotify: http://bit.ly/spotifycxpassport Web: http://cxpassport.com YouTube: https://bit.ly/youtubecxpassport
S1 E96 · Tue, December 20, 2022
What's on your mind? Let CX Passport know... 🎤Talk global work from anywhere “The one where remote work is NOT one size fits all” with Anne Bibb of RemoteEvolution in CX Passport Episode 96🎧 What’s in the episode?... Not a one time WFH revolution...it's an ongoing evolution 👂Work from Where? - Employees don't want to be told. Employees want to be heard 🤗Going beyond EAP and having a psychologist on staff at the contact center! 💡What does employee experience look like for the REMOTE team? ✈️Do airport sounds and signs support ALL abilities? 👐How remote work affects DEI and communities of people differently 💗Human Experience Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“Before the Pandemic, people really had to fight to actually get to work remotely. It was a different conversation, wasn't it?...When I talked to clients [back then], it was that can't be done. That job can't be done remotely...The Pandemic removed the can't from the vocabulary, because everybody went home.” - Anne Episode resources: LinkedIn: www.linkedin.com/in/annebibb Company: RemoteEvolution.com Speaking: AnneBibb.com
S1 E95 · Tue, December 13, 2022
What's on your mind? Let CX Passport know... 🎤True customer love in “The one where they sell smiles” with April Obersteller Director of Global Experience for woom in CX Passport episode 95🎧What’s in the episode?... 👉Even startups need to focus on CX from the beginning 🧑🌾When the founder picks up the customer service line while he's mowing the lawn 🤯Wow! Turning off the customer support phone line?! ✌️"I love data and I love humans" 💰Customer Experience creates tangible business result success 💡Go beyond phrases and get REAL about investing in your employees 👰You think your customer is hard? Try having brides as your events customer! Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“It's incredible what happens when you just remind a person…I got you and we're going to figure this out…There's a lot of power that happens in that moment.” - April Episode resources: woom web: woombikes.com Social media: @woombikes on all platforms April LinkedIn: www.linkedin.com/in/april-obersteller-1104
S1 E94 · Tue, December 06, 2022
What's on your mind? Let CX Passport know... 🎤Why would anyone care about customer experience during a war?!? Find out in “The one with the war in Ukraine and customer experience” with Anastasia Vladychynska in CX Passport episode 94🎧 What’s in the episode?... 🤔Does Customer Experience matter in the middle of a war? 👉A crisis will expose your company's true values 💪The Ukrainian spirit of resilience 🧱How to "war-proof" your company 😊Taking care of your employees in a war 🤩The food, beauty, culture and dentists(!) of Ukraine 💡"Stop doing CX until you change your company" Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“A company has the clients it deserves” - Anastasia Episode resources: Facebook: www.facebook.com/nastya.vladychynska LinkedIn: www.linkedin.com/in/anastasia-vladychynska-622443a/ YouTube: www.youtube.com/channel/UCXXOYKyGpkngUYvn1hqyXKQ
S1 E93 · Tue, November 29, 2022
What's on your mind? Let CX Passport know... 🎤Get practical with Voice of the Customer in “The one with Customer Experience and the hashtag” with Jeremy Watkin, Director of Customer Experience and Support at NumberBarn in CX Passport Episode 93🎧What’s in the episode?... 💡Voice of the Customer isn't just for big companies 🎭Improv Inspiration-Don't say "No" to a customer...say "Yes and..." ▶️How to get started with Listen & Act when you're a small company 😑"I can't believe why we even have to talk about what VOC is" 💪VOC is a discipline. You have to choose to do it 🐤A great follow...#CXQOTD CX Question of the Day ✈️Travel...the great CX teacher Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“The balance that I've had to learn, as I move more into CX and out of just customer support is the ability to step back and look for trends…pull threads…How can I plumb our all of our interactions and figure out how often customers are saying it so I can then prioritize?” - Jeremy Episode resources: CX Question of the Day Twitter: #CXQOTD Slack Channel: CX Accelerator NumberBarn: www.numberbarn.com Twitter: @jtwatkin Blog: customerservicelife.com LinkedIn: www.linkedin.com/in/jtwatkin
S1 E92 · Tue, November 22, 2022
What's on your mind? Let CX Passport know... 🎤Find out what’s beyond Voice of the Customer in “The one with the Voice of Service” with Craig Stoss of PartnerHero in CX Passport episode 92🎧 What’s in the episode?... 🚒You wouldn't use a Chatbot if your house was on fire would you? 😶Word of mouth...doesn't automatically mean there's value in the experience 💾The Commodore 64 makes an appearance! ✅The RIGHT way to set up a customer support function 📣Voice of Service...one step above Voice of Customer 🤟A new breed of BPO 🥰We are ALL customers 💭“It doesn't matter what part of the world in…you are you are consuming in some way. You are a customer and yet we experience that element of being a customer so differently.” - Craig Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: LinkedIn: linkedin.com/in/cstoss Craig Twitter: @stossinsupport Partner Hero Web: partnerhero.com Partner Hero Twitter: @partnerhero
S1 E91 · Tue, November 15, 2022
What's on your mind? Let CX Passport know... 🎤Expand your global perspective in “The one with the Cameroon customer experience evolution” with Georges Essama of Cameroon Telecommunications in CX Passport episode 91🎧 What’s in the episode?... 💪The emerging CX discipline of Cameroon 📈The first CX index for Cameroon 🌍The world's best peppercorn 👉Starting a Customer Experience care as a front line agent 💡Change the change management model ✨Small CX victories influence larger CX initiatives 📖The Bible as a Customer Experience guide Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“Customer Experience is about people's lives” - Georges Episode resources: LinkedIn: linkedin.com/in/georgesessama
S1 E90 · Tue, November 08, 2022
What's on your mind? Let CX Passport know... 🎤Dude…My mind is blown in “The one where surfing proves Good CX is Good Business” with Tony Sanchez Vice President, Customer Experience at Comcast Advertising in CX Passport episode 90🎧 What’s in the episode? 🤯You MUST listen to Tony tie surfing to business...mind blown 👉Experience as the differentiator...even in industries you wouldn't expect it! 💡Doing Customer Experience before he knew it was CX 💥Real, actionable, winning insight...by BEING with the customer 😋Yum! Mexican-Korean fusion food ✅The business impact...the results...that's what matters 💭“Only bring what's important and will add value” - Tony Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: Website: effectv.com
S1 E89 · Tue, November 01, 2022
What's on your mind? Let CX Passport know... 🎤Change is a coming in “The one with a new CX Sheriff in town” with Amanda Ono of Resolver in CX Passport episode 89🎧 What’s in the episode? 👉It's not just steps and processes...change LEADERSHIP matters 🙋♀️Am I building this process for me/the business or for the customer? ❓What to do when a customer doesn't know what they want 📢Name the change. Don't hide from it 😊5 months backpacking in SE Asia...A smile and a laugh is universal 🌊How do service teams keep up with rapidly evolving products? 👩💼Customers still want a human! 💭“I think you can automate certain things, you can process certain things. But at the end of the day, humans still buy from humans, they still partner with humans.” - Amanda Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: LinkedIn: www.linkedin.com/in/amandaono Web: resolver.com
S1 E88 · Tue, October 25, 2022
What's on your mind? Let CX Passport know... 🎤Get back to the basics of Customer Experience in “The one where they're curious about CX” with Karl Sharicz of HorizonCX in CX Passport Episode 88🎧 What’s in the episode? 👨🍳A return to CX fundamentals 🔬So much awareness that CX is bad...but companies are still getting it wrong 🛑Stop using the term call deflection 🔨Equip your front line to do the right thing! 👉Customer Experience leaders are responsible for connecting the dots from CX to $ 🎸The Smithereens! 💭“Service is really delivered by frontline people. And I'll say in most cases, even in my experience, when I get to that real person, they want to do a good job. But they may be constrained by whatever systems they have the tools that they have in order to help them be successful.” - Karl Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: Email: karl@horizoncx.com Web: horizoncx.com LinkedIn: linkedin.com/in/karlsharicz Music Museum of New England: www.mmone.org
S1 E87 · Tue, October 18, 2022
What's on your mind? Let CX Passport know... 🎤Improve your brand’s customer experience in “The one with the BPO whisperer” with Fred Shadding of The Call Center Source in CX Passport Episode 87🎧 What’s in the episode?... 🎯BPOs that improve Customer Experience, not degrade it 😲~24:30 - A VERY controversial contact center tool: Auto-tune for accents?...what do you think about it? 🔦How do you choose with 1000s of BPOs worldwide? 👉The Front Line...The Front Line...The Front Line! 🤩Morocco y'all! Morocco! Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“South Africa is the offshore market that the US clientele have been waiting on for years.” - Fred Episode resources: LinkedIn: www.linkedin.com/in/fredshadding Email: fred@thecallcentersource.com Web: www.thecallcentersource.com
S1 E86 · Tue, October 11, 2022
What's on your mind? Let CX Passport know... 🎤How to do customer success right in “The one where Fish And Chips Leads to Customer Success” with Ryan Noakes Customer Success Manager at SAI360 in CX Passport Episode 86🎧 What’s in the episode?... 💡His top tip 🐟From a fish & chips waiter to customer success ✅Build a relationship...a relationship with your customer 👉Front line. THE front line. The FRONT LINE 🥶A 60 story building under construction, freezing weather, and a 10 second lag time 👨🍳MasterChef aspirations! 😐Sharing facts. Meh. Share the struggle! Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“But if your [CSM] team really aren't putting themselves in the customers’ shoes, you're going to struggle to be able to communicate internally, because all you're going to be doing is passing facts between facts.” - Ryan Episode resources: LinkedIn: www.linkedin.com/in/ryannoakes-csm
S1 E85 · Tue, October 04, 2022
What's on your mind? Let CX Passport know... 🎤Find out how to do B2B in “The one where he does B2B Customer Experience Better” with Jim Tincher the author of “Do B2B Better” and Founder & CEO of Heart of the Customer in CX Passport episode 85 🎧 What’s in the episode?... ✅Do B2B Better! 🤗Hug your customers 🤯Whaaaaa?! CX leaders who don't talk with customers?! 🎉7 magic words to create impact in your CX initiatives 🏃♀️Getting to actionable insights 💡What REALLY matters to the customer 🥰What does Customer Experience look like for a charitable organization? 💭“But very few [CX Leaders] actually talked to a customer recently, which just blew me away. I asked people, “Well, when's the last time you talked to a customer?” “ Well, we did a survey last month.” “No, no, no, no, when's the last time you talked with a customer?” - Jim Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: LinkedIn: www.linkedin.com/in/jimtincher “Do B2B Better” Book & Conference: www.dob2bbetter.com Heart of the Customer: heartofthecustomer.com
S1 E84 · Tue, September 27, 2022
What's on your mind? Let CX Passport know... 🎤Do you consider neurodiversity when designing experiences? There’s real opportunity in “The one with neurodiverse, patient and reimagined experiences” with Shawn Nason of MOFI in CX Passport episode 84🎧 🎢Dollywood. Yes Dollywood gets experience design for neurodiversity right 💡Reimagine experience ecosystems 🎭Proving how backstage actions impact frontstage customer experiences ⚡Get out there and BE with your guests, your customers, your members 👉👉10:30-15:45 MUST Listen - The magic when experience design considers neurodiversity Why is Patient Experience so 🤬up?! ✅Action is not about metrics and reporting Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“You are amazed what it does when you don't have the ability to go into a restaurant. Because you don't know how your autistic child is going to behave. Or go on a vacation or go get their haircut. Because it's sensory overload for them, right?...so every place I go now I stop and think not just for him but for the whole neurodiverse community. How is this setup for them?” - Shawn Episode resources: LinkedIn: www.linkedin.com/in/nasonshawn Kiss Your Dragons book: shawnnason.com/kissyourdragons MOFI: www.mofi.co
S1 E83 · Tue, September 20, 2022
What's on your mind? Let CX Passport know... 🎤Get excited about the Euros, the NFL, the MLB in “The one with amazing fan experience at world famous events” with Matt Lynch of MoonShot in CX Passport episode 83🎧 What’s in the episode?... 🤩World Famous Events. World Famous Fan Experiences 💗Focus on purpose not function to create great experience 👉World famous events understand the front line is their brand 😋Jamón, olives and special potato chips 🙌Making it fun for fan experience volunteers 👷♀️Not just theory...getting dirty in operations and front line Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“We'd much rather be on the ground, when the tournaments going on or at the Super Bowl, or at the MLB London series, or whatever the event is, and be a part of the volunteer experience or be a part of the frontline experience…Back in Super Bowl 5, in Atlanta, we're on the ground at two o'clock in the morning, usually, Super Bowl Sunday morning, we're the first people there to welcome our first teammates to the stadium. And that's a big deal….When it comes to the staff experience, the frontline teammate experience knowing that yes, we need to be there two o'clock in the morning to say good morning, have a cup of coffee or some doughnuts there for these staff” - Matt Episode resources: MoonShot: www.mshot.co MoonShot LinkedIn: www.linkedin.com/company/moonshotpurpose
S1 E82 · Tue, September 13, 2022
What's on your mind? Let CX Passport know... 🎤DO something with your Customer Experience in “The one where he goes from insight to action” with ken peterson of QuestionPro in CX Passport episode 82🎧 What’s in the episode?... 👟Beyond the fluffernutter of CX theory to ACTION 🔨No tool is perfect...but tools DO matter 👩🔧How to enable the front line through insights 📄What does a GOOD survey look like? 🧮You don't need a statistician to know what customer's think 🙄Longer surveys diminish the customer's trust that you'll do anything with it 🥶Dream Travel - Utqiagvik: The northernmost city in North America Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“It's amazing how often the longer the survey, the less likely [the company will] do anything with it.” - Ken Episode resources: Northernmost city in North America: Utqiagvik, Alaska, USA LinkedIn: www.linkedin.com/in/kenpeterson Get in touch with Ken: questionpro.com/ken QuestionPro: questionpro.com
S1 E81 · Tue, September 06, 2022
What's on your mind? Let CX Passport know... 🎤Get hyper-personalized in "The one with the Co-creation for the Modern Union" with Brian Elliott of Wove CX Passport episode 81 🎧 What’s in the episode?... 🥰The Emotional Aha moment- A BEAUTIFUL heartfelt genesis moment for the company 🧠Knowing your customers creates the opportunity 💍Disrupting a hyper-fragmented jewelry industry... 🧱...Especially an industry with huge barriers to entry ⚡How did a couple of Army Rangers get into jewelry? ✅The responsibility when the experience REALLY matters 🎬An intriguing approach to building trust in the experience Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“Each love story deserves a truly one of a kind product, and a one of a kind customer experience to match.” - Brian Episode resources: Website: https://www.wovemade.com Instagram: https://www.instagram.com/wove_made Facebook: https://www.facebook.com/wovemade/ Company LinkedIn: https://www.linkedin.com/company/wovemade/ Brian LinkedIn: www.linkedin.com/in/briancelliott
S1 E80 · Tue, August 30, 2022
What's on your mind? Let CX Passport know... 🎤Go beyond the bumper sticker CX in “The one where Red is the new green of KPIs” with Cristina Popa CX Program Manager at Philips in CX Passport episode 80🎧 What’s in the show?... 👩🍳How do you blend process & customer experience? 🔁Repeatability of great customer experiences ⛔You don't change culture with a poster on the wall 🏃♀️Getting from ivory tower ideas to front line execution 💻Eindhoven as the Silicon Valley of Europe 😋The wonderful blend that is Romanian food 🎬Going beyond just a score. Action is what matters Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“Red is the new green in regards to KPI. So what that means is that if we don't have the courage to recognize where we are performing poorly, then we also cannot improve on it and make it better.” - Cristina Episode resources: Cristina Popa: www.linkedin.com/in/cpopa1
S1 E79 · Tue, August 23, 2022
What's on your mind? Let CX Passport know... 🎤Learn about the creation and the impact of customer insights in "The one where they create a customer insights team from scratch" with Jared Gebers & Audrey Anderson of Republic Finance in CX Passport episode 79...🎧 What’s in the episode?... 🚽Parking and Potties providing UX wisdom 🔨How to build a CX insights team 💪The power of the customer's "voice" changing internal mindsets 🧐The UX Therapist - Talking about feelings 👉Use their name! 👸The Princess Bride makes an appearance! Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“I always feel like feelings really stick with people. That's the thing that sticks with them the longest. It's not…the button color is important, and how they got to us is important. But if they come to us, and they experience something really delightful, then it sticks” - Audrey Episode resources: Website: republicfinance.com Audrey LinkedIn: www.linkedin.com/in/audrey-anderson Jared LinkedIn: www.linkedin.com/in/jared-gebers-8362524
S1 E78 · Tue, August 16, 2022
What's on your mind? Let CX Passport know... 🎤Airlines, loyalty and good experience? It can happen. Find out in “The one with the burgers, the mojitos and the airline loyalty” with Mark Ross-Smith CEO of Status Match in CX Passport episode 78🎧 What’s in the episode?... 🍜How do Customer Experience and Loyalty blend? 😡If loyalty is so important to airlines, why is the customer experience broken? 🦉Yugen - A key moment in travel customer experience 😍He got to ride in the cockpit y'all! 🍔🍹The two things that determine how great a hotel is 🔧Solving a key pain point for airline loyalty Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“Whereas loyalty programs, especially in the last few years, have really come to the light because of the value that they bring airlines and the cash flow they generate. And what airlines are realizing is there's a link between really a great brand experience, the customer experience that goes with that and profitability out of customers. Funny enough, when people are happy, they spend more. Who would have guessed? ” - Mark Episode resources: LinkedIn: www.linkedin.com/in/markrosssmith Blog: www.traveldatadaily.com Website: www.statusmatch.com
S1 E77 · Tue, August 09, 2022
What's on your mind? Let CX Passport know... 🎤Changing the BPO industry through employee experience and matching agents to brands they love in “The one with the BPO Brand Love” with Jose Herrera Co-Founder & CEO at Hire Horatio CX in CX Passport episode 77 🎧 What’s in the episode?... 🧚♀️The disruptor's muse 🔁Lack of consistency taking care of customers 💗Matching BPO contact agents to the brands they love 🤩Focus first on wowing employees 👂A BPO partner as a source of VOC 🌎Building your company in your homeland 😎Why The Dominican Republic is a great place for business Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“We focus first on wowing our employees, because in our experience, making sure that our employees are happy is also good for our customers.” - Jose Episode resources: LinkedIn: www.linkedin.com/in/joseherrerap Email: jose@hirehoratio.com Website: hirehoratio.com
S1 E76 · Tue, August 02, 2022
What's on your mind? Let CX Passport know... 🎤”The one with customer experience for turbulent times” with Mary Drumond of Worthix in CX Passport Episode 76🎧 What’s in the episode?... 💡Why Customer Experience is so important in turbulent times 💪Impact over frequency ☝The 5 drivers of a purchase decision 🤢Why are so many surveys garbage! 💔Not a fan of "romantic customer experience" Quit striving for the fancy, special experience...get the 🤬 basics right 🏋️♀️If you can lift it, it's time to go heavier Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“What are the aspects of the experiences that they have with your company that are driving them to purchase because the most important moment is the decision to buy…That’s when it comes down to make the customer think yes, this is worth it? Right? Or no, this is not worth it. And in turbulent times, what you have is that decision is that much more precious” - Mary Episode resources: LinkedIn: www.linkedin.com/in/marydrumond Podcast: voicesofcx.com Company: worthix.com
S1 E75 · Tue, July 26, 2022
What's on your mind? Let CX Passport know... 🎤Work both sides of your CX brain in “The One With The Empathy And The Spreadsheet” Vaishali Dialani Head of Customer Experience at NOW Money CX Passport episode 75🎧 What’s in the episode?... 🧚♀️The muse behind her pivot to Customer Experience 🧠The right and left brain of CX 🦉You have to unlearn in order to learn 🚫Avoiding the dumping ground of Customer Experience 🔊Use the Customer's Tone of Voice inside your own company 😲3rd generation Dubai born and raised! 🧼Getting out of the bubble to deliver diverse customer experiences 👍Making customer lives simpler & happier Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“You have to unlearn a lot of things to be able to learn” - Vaishali Episode resources: Vaishali Dialani: www.linkedin.com/in/vaishalidialani Now Money: nowmoney.me
S1 E74 · Tue, July 19, 2022
What's on your mind? Let CX Passport know... 🎤Get ready to be hungry in “The one with the Happiness of King’s Hawaiian” with Troy Figgins, Director of Consumer Insights at King’s Hawaiian Bakery🎧 What’s in the show?... 😎From a beach side store to a nationally loved brand - The Spirit of Aloha 🍔SLIDER SUNDAYS!!! 🔍Growth of brand through a maniacal focus on needs of the customer and consumer 😍The audacity of Happiness as a Brand Promise 🏃♀️Going from esoteric brand goals to real actions 🎵A hidden karaoke bar in Tokyo 👂Creating, listening to and learning from a consumer community...and then acting on it Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“As a brand, we just, we feel like the world would be a better place, if you will, if more people got together more often with the people they care about, because there's just so much human benefit in getting together with the people you love over food. And we're like, Man, that's a great place for a brand to be like, why not?” - Troy Episode resources: Troy Figgins: www.linkedin.com/in/troyfiggins Troy Figgins Twitter: @troyfiggins King’s Hawaiian: kingshawaiian.com
S1 E73 · Tue, July 12, 2022
What's on your mind? Let CX Passport know... Summer brings out the vacay in this podcast host so I'm bringing out one of the EARLY episodes out of the vault. Enjoy! Episode 6 of CX Passport brings us Anne Witherspoon whose super power is "Outside In Thinking". While we discuss our shared appreciation of the wisdom of the "philosopher" Matthew McConaughey, Anne also brings us her wisdom around how influential employee experience is to creating great customer experience. How CAN we avoid "Sunday Sickness"? We also talk about companies that fail to consider the CUSTOMER'S experience when designing customer experience. Interesting twist there for sure. Other topics to explore are "psychological safety" at work and getting teenagers out of bed for a hot air balloon ride. Not sure how those exist in the same episode? Take a listen to Episode 6 with Anne Witherspoon.
S1 E72 · Tue, July 05, 2022
What's on your mind? Let CX Passport know... 🎤The experience doesn’t matter?! Interesting. Find out more in “The one where memories matter” CX Passport episode 72 with Gus Imhof 🎧 What’s in the show?... 💡Surveys aren't dead. Bad surveys are dead. 🧠Design your experience for memorability 🤠The family ranch in Brazil! 🐍The risk of survey scope creep 👷♀️If you ask, you better DO something about what you learn ⛔Don't force the customer into telling you about something they don't care about 😣Why would you ask for NPS at the DMV?!?! 💭“The reality is…customer experience does nothing for your business. The experience your customer has with your brand does not impact your bottom line. What impacts your future performance is what they remember from those experiences.” - Gus Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Master's Thesis 2019 in the International Journal of Market Research “The Dawn of CX Metrics” journals.sagepub.com/doi/abs/10.1177/1470785319848955 Gus Imhof: www.linkedin.com/in/gustavoimhof Web site: cxahead.com
S1 E71 · Tue, June 28, 2022
What's on your mind? Let CX Passport know... 🎤How do you stay on top in Turkey when your market share is threatened by the world’s largest ecommerce brands? Find out in “The one with the Chief People Officer and the King of CX” with Esra Beyzadeoğlu & Buğra Asfuroğlu of Hepsiburada in CX Passport episode 71 🎧 What’s in the episode?… 💡Nice! The benefit of the Chief People Officer and Leading Customer Experience in one role ✅When the Chairwoman of the company says "The Customer is at the Core" 📲The strength of the Turkish eCommerce culture 🥰How to differentiate when Amazon and Alibaba come to your market 👂Using Voice of the Customer to choose the right initiative 🦈WHAAA?!?!?!? Cage diving with sharks? 💞Unifying customer experience across all of a company's brands 💭“We should always start by looking at the impact of whatever we do to the result of our customer experience and create the training and conduct the transformation programs, putting the customer at the heart of everything.” - Esra Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Hepsiburada: www.hepsiburada.com/
S1 E70 · Tue, June 21, 2022
What's on your mind? Let CX Passport know... In honor of Pride month, CX Passport shares an important rerun... 🎤Truly a DO NOT MISS episode (E13) of CX Passport with @Todd Sears of @OutLeadership "The one with Return on EQUALITY"🎧 🌈Why would HSBC change the lights on their famous Hong Kong building for the first time in 37 years?🏳🌈 💥💓At 28:32, your host experiences a massively impactful teachable moment 💰When doing what’s right for society is right for business 🧐”Leveraging difference” as opposed to “managing diversity” 🌍An open VIP invitation to Montenegro 🔜You don’t HAVE to change...but in business, survival is optional #diversity #equality #pride Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“...describes the concept of leveraging difference versus managing diversity. The idea of managing diversity is that it's a problem to be solved, and it's only focused on those six areas of visible difference. It's just stuck in HR and has no business connectivity versus leveraging difference which is an opportunity, not a problem. You're focusing on all elements of difference, not just inherent diversity, but acquired diversity, cultural fluency, your background, your experience, all the things you as a human bring to an organization, and it's tied to business outcomes.” - Todd
S1 E69 · Tue, June 14, 2022
What's on your mind? Let CX Passport know... 🎤Learn what 40 years of customer experience in banking can teach in “The one with the kryptonite of Voice of the Customer” with Lisa Nance in CX Passport episode 69 🎧 🍕What is the BIGGEST disruptor to customer experience overall and banking in general? 👉Before the label of CX...we were still doing customer experience 🤗Hug your haters 🤬What's the Kryptonite of VOC? Asking...but then not acting 🧳Understanding your travelers as inspiration for understanding your banking customers 🧍♀️🧍♂️🤖You MUST have both human AND tech in your experience 🎧Your front line is one of the BEST sources of Voice of the Customer 💭“You can't deliver great CX if your employees are grumpy” - Lisa Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Lisa Nance: www.linkedin.com/in/lisanance29
S1 E68 · Tue, June 07, 2022
What's on your mind? Let CX Passport know... 🎤Want to know how to ADVANCE Customer Experience? Find out in “The one with the Dashers vs Defenders” from Dennis Wakabayashi CX Passport Episode 68🎧 👨🏫Adaptive Learning - "Normalize Failure...Normalize Risk" ✨BREAKING NEWS - "CX Undercover" coming out this summer! 😲Get the popcorn ready. We do it. We bring up the CX Influencer Debate 👉It's been true. It is true. It will be true. The front line is the epicenter of customer experience 🍸A Crazy Bar Story in Tokyo 🦺No safety in CX? - Dashers vs Defenders 😵A Siberian Diamond Mine as the dream place to travel next? 👀Head to 25:10 to learn about The Efficiency of CX 💭“Every time you see an influencer, what you're seeing is someone trying to bring their art to business” - Dennis Hosted by Rick Denton “I believe the best meals are served outside and require a passport” Episode resources: Twitter @voiceofCX Insta - @WhatIsDennisDoing Dennis: denniswakabayashi.com Dennis’ Team: teamwakabayashi.com The Siberian Diamond Mine - Mir Mine: en.wikipedia.org/wiki/Mir_mine Influencer Management: heartbeat.com
S1 E67 · Tue, May 31, 2022
What's on your mind? Let CX Passport know... 🎤Find out what what REALLY motivates a customer experience program in “The one with salty client honesty” with Michael Hinshaw of MCorpCX CX Episode 67 of CX Passport🎧 🌾Trading grain as a career pathway to Customer Experience? 💡Bonus episode insight - free patent process wisdom 👉"Technology won't fix it" 😲Salty client honesty about "that customer centricity thing" 💰Why Incentives and incentives REALLY matter 🚗Why test drives are not encouraged in Kuwait 👀Value comes in 3 primary areas. Focus THERE for CX Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: MCorpCX: www.mcorp.cx Email Michael: mhinshaw@mcorp.cx
S1 E66 · Tue, May 24, 2022
What's on your mind? Let CX Passport know... Your travelin' host will be in Costa Rica so I'm offering up a rerun this week with the amazing Gavin Scott. Enjoy! Get all sorts of Customer Service gold dust from Gavin Scott. Learn about the 5 key areas for delivering great customer service. Gavin, through storytelling and wisdom, shares his gold dust for customer experience and customer service throughout the episode. Understand why storytelling matters...and how grandads tell great stories! Why does the “Next Play or Customer Next” attitude help customer service agents succeed? Do you realize how reffing soccer (or football for my global friends) and customer experience are related? Hear about an amazing experience at the Ritz Carlton Sharm El Sheikh in Egypt that cemented a lifetime customer. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Gavin Scott: www.linkedin.com/in/gavinscottltd/ Web: gavinscott.me Book: Finding Gold Dust: How to Create Exceptional Customer Experiences Podcast: Customer Service Gold Dust gavinscott.me/podcast/
S1 E65 · Tue, May 17, 2022
What's on your mind? Let CX Passport know... 🎤Get the fix for your Digital Transformation in “The one with the digital irrelevance antidote” with Howard Tiersky CX Passport Episode 65🎧 🤨Does the term "Digital" matter anymore? 💉What is the Irrelevance Antidote? 🥥Why does a beach shack restaurant in Cozumel need to be Digital? ✅The 5 steps to thrive in a digital world? 😖A sad tale of a company with the antidote...but failed to use it 🏌️♀️What does a hole in one tell us about Voice of the Customer? Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Winning Digital Customers: The Antidote to Irrelevance: winningdigitalcustomers.com/ Howard Tiersky: www.linkedin.com/in/tiersky
S1 E64 · Tue, May 10, 2022
What's on your mind? Let CX Passport know... 🎤Don't stop believin'🎵🎵🎵 and listen to "The One Where the Journey is the Truth" with Jochem van der Veer in CX Passport episode 64🎧 🧭Not customer centric but Journey Centric 😎How remote life created a family experience in Tulum Mexico 👀Journeys should be managed like products 🎨No end to end journey. It’s a collection of *many* customer journeys 🤗Dad of the year!...This may be the winner to “The one item you won’t leave home without” question. 💪Overcoming resistance to changing journeys 🤩The best work can be done wherever you are Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Jochem van der Veer: www.linkedin.com/in/jochemvanderveer/ TheyDo: www.theydo.io/
S1 E63 · Tue, May 03, 2022
What's on your mind? Let CX Passport know... 🎤Head to Hawai’i to learn about CX, Coaching, Airbnb…and dial-up(!) in “The one where she transforms lives…one customer at a time” Desirree Madison Biggs CX Passport Episode 63🎧 ✅Where do you start a CX program? "Start where you can!" 😍Living on the beach in Hawaii 👩🍳The CX career Recipe - Fixing Things, Passion and Risk Taking 🙋♀️What it's like to drive CX at Airbnb 💡Do you want customer insight? "Go make friends with the support organization" 👂Ever wonder what stories customer support hears at Airbnb? 🤩The one most memorable Airbnb experience - Sonoma. Wow...people live like this?! 💗How does a coaching practice and customer experience relate to each other? Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Desirree Madison-Biggs: www.linkedin.com/in/feedbackdiva/
S1 E62 · Tue, April 26, 2022
What's on your mind? Let CX Passport know... 🎤Discover why Customer Experience REALLY matters in Brazil in "The one with the 3 P’s of CX" episode 62 with Laise Porto🎧 🌎How CX has changed in Brazil and Latin America 😎You're gonna want to go to Bahia after this episode! 👀Experience matters. Experience REALLY matters in Brazil. 💰"CX Marketing" works in Brazil 🍣The sushi culture is STRONG in Brazil 😍Simple empathy on an airline going viral Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Laise Pôrto: www.linkedin.com/in/laiseporto/ CX Conversations: www.cx-centric.com/events
S1 E61 · Tue, April 19, 2022
What's on your mind? Let CX Passport know... 🎤If Customer Experience is so broken, what’s the one thing to fix it? Find out in “The one with CSX (Customer SERVICE Experience)” with Alex Mead in CX Passport episode 61🎧 😣What's wrong with customer experience today? ☝What’s the 1 thing to fix it? 🧵Two main threads of Customer Experience 🤬Customer SERVICE Experience (CSX) is still so broken 😲Fixing parcel delivery when 1 in 5 deliveries (20%!) resulted in a phone call 🚚Living the employee's experience to understand customer experience 👀SHOW leaders the actual customer experience 🌍The evolution of customer experience across 30+ countries 😎Ah...Grand Cayman Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Alex Mead: www.linkedin.com/in/alexmead/
S1 E60 · Tue, April 12, 2022
What's on your mind? Let CX Passport know... 🎤Open that tray table, buckle that seat belt and watch a show in “The one with the in-flight entertainment” CX Passport E60 with Corinne Streichert🎧 📺Starting an in-flight entertainment career 💰Customer Experience as a product 🧳Working for an airline...Vegas for the weekend...from Australia?! 🤗Customer Service as an empathetic career builder 💻BYOD...will seat back entertainment go away? 🎬How do airlines choose content for in-flight entertainment 🧭Arrive at airport. Look at board. Choose where to go. Fun! 👉Considering accessibility and global diversity with in-flight entertainment 💭“You've got to know your customer. I think you have to build a product. You're not building it for yourself. You're not building it for your leadership. You're building it for your customers.” - Corinne Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: IFECtiv: www.ifectiv.aero Corinne Streichert: www.linkedin.com/in/corinnestreichert
S1 E59 · Tue, April 05, 2022
What's on your mind? Let CX Passport know... 🎤Head to Turkey for some wise insight in “The one with the 1% Diamond Insight” CX Passport E59 Gürol Kurt🎧 👉Don't focus on NPS. focus on experience 🌍Variance in NPS scores across geographies 💁♂️Retail Self service appetite vs desire for assistance across the globe ☕Urban vs rural approach to Customer Experience in Turkey 🔧Don't worry about the score. Close the loop! ✌Being a global tourist is one of the most important paths to peace 🤩What it's like to live in Turkey, one of the most sought after tourist destinations in the world 👂How to hear customers' voices BEYOND the survey Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Website: alternacx.com/
S1 E58 · Tue, March 29, 2022
What's on your mind? Let CX Passport know... 🎤Find out how the “beautiful game” and Customer Experience go hand in hand in “The one with the CX Goalkeeper” CX Passport E58 Gregorio Uglioni🎧 ⚽How does football (soccer) explain customer experience? 🤝It's not about B2B or B2C...it's H2H 🤩Mauritius. Hawaii. Need I say more? 🥅All players have the same goal...scoring a goal...even if not every player actually scores it 🤣Lies our parents tell us - Green Spaghetti ✅What does REAL "Transformation" look like? 👂GO. SIT. LISTEN. Get next to your front line 🔨Fix the basics. Then think about the WOW experiences 💭“ I think quite a lot of businesses are dreaming of having customers like fans.” - Gregorio Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: LinkedIn: www.linkedin.com/in/gregorio-uglioni/ Website: www.cxgoalkeeper.com CX Goalkeeper Podcast: www.cxgoalkeeper.com/podcast
S1 E57 · Tue, March 22, 2022
What's on your mind? Let CX Passport know... 🎤Imagine what #CX would look like if a country had a Minister of Happiness? Hear about that happening in the UAE in “The one with the Minister of Happiness” with Faran Niaz in CX Passport episode 57🎧 😲Imagine the leader of the country live tweeting their post office experience...and forcing CX change! 📈Taking a bank from the bottom to the top of CX 👂Talk with...and LISTEN TO...your front line! (without the supervisors) 🔧Operational back end must be in sync with front end CX promises 🎉Global Employee Experience differences matter - That San Antonio celebration may not play as well in Eastern Europe 🧳Traveling to the Shire 📸Faran's photography exhibited around the world! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Faran Niaz: www.linkedin.com/in/farann/
S1 E56 · Tue, March 15, 2022
What's on your mind? Let CX Passport know... 🎤A return to the Middle East with fascinating stories “The one with #SheDrives, Chip Shortages and STUNNING Personalization” in CX Passport E56 with Hussein Dajani 🎧 🏃♀️From royal decree to #SheDrives in 39 minutes! 🤗Call it HUMAN Experience 🙋♀️#SheDrives...the car, the family, the business... 💻How the chip shortage affects CX 🍕A pizza tracker for your car order! ✨AMAZING personalization at the Ritz Carlton Abu Dhabi. Stunning! I'm floored!!! 👉Want great CX...involve your Front Line! 💭“We're not just after just a financial transaction...we're after winning the hearts and the minds of people rather than just winning a share of their pockets” - Hussein Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Hussein Dajanii: www.linkedin.com/in/hdajani/ Hussein’s Channel: www.youtube.com/husseinmdajani
S1 E55 · Tue, March 08, 2022
What's on your mind? Let CX Passport know... CX Passport is on Spring Break and heading to the mountains for a little skiing (actually snowboarding for the first time this year!) So to take a little break, I'm going to replay episode 19 with Nic Zeisler...the guest who definitely spends the most time in the mountains as compared to all my other guests. Enjoy...and CX Passport will be back next week! Oroginal show notes below Episode S1E19 welcomes Nic Zeisler of Zeisler Consulting http://zeislerconsulting.com/ and he’ll hit the controversy horn right off the top of the show. Find out why he’s telling companies they’re too focused on ROI. Nic challenges us to consider WHY we start customer experience work at all. Are we motivated for the right reasons? Nic tells why companies should stop trying to be Zappos...just be better than the DMV. We’ll talk about skiing in New Zealand and why it was important for both of us to make sure we flew on the 747 before she retires. He’s also the first guest that brought his own drink to the show’s First Class lounge. #respect Hosted by Rick Denton, CX Passport, guides you through a conversation on customer experience and travel.
S1 E54 · Tue, March 01, 2022
What's on your mind? Let CX Passport know... Working in 17 countries! Designing experiences for Cirque du Soleil! More passports than one person can keep up with! 🎤Learn about the globally nomadic life in “The one where she designs experiences at Cirque du Soleil…and beyond!” with Carolene Méli in CX Passport episode 54🎧 🌊“Experiences are the Currents of Life" 🌍Living the global nomadic life 🔧Creative Experience design AND operational design create great experiences for every customer every time 🛂How many passports can one person have?! 👩🎨Working the front lines as the foundation for experience design 🤹♀️Balancing operational excellence with culturally unique experiences in 17 countries 😋How would YOU determine what Russian concession food should be? 🍁"Oh yeah, I AM Canadian!" So many citizenships that it's hard to keep up with them all! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Carolene Méli: www.linkedin.com/in/carolenemeli/ Website: carolenemeli.com/ The Experience Creators Podcast: Apple: apple.co/3HnUu49 Spotify: spoti.fi/3kIKQzg
S1 E53 · Tue, February 22, 2022
What's on your mind? Let CX Passport know... 🎤Come for the food & travel, stay for the customer experience wisdom in "The one with sake, churrascarias, CX controversies and 4 steps to CX glory" with Jimmy Hosang of The Modular Analytics company in CX Passport E53🎧 🎭Another CX career launched from a performing arts background! 🔊4 steps to insights and actions from the customer's ACTUAL voice 😱Controversy alert!...Views on scripts in contact centers 🎵What do Bono and the Edge have to do with contact centers? 🤖ALEXA! - The voice experience bringing humanity to automation? 🍣🍶A lost day...and night...in the food scene in Japan Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Jimmy Hosang: www.linkedin.com/in/jimmy-is-analytics/ The Modular Analytics Company: www.tmac.ai/
S1 E52 · Tue, February 15, 2022
What's on your mind? Let CX Passport know... 🎤Don’t just talk customer centricity…DO IT in “The one with Human to Human banking” episode 52 with Aarthi Murali of M&T Bank🎧 🥰Humans serving humans ✅How can you get CX "Front to Back" in your company 😲Muscat, Oman y'all! Oman! 🛒Becoming the Wegmans of Banking 🧐How do you deliver community-based CX...at scale? 🤘Nic Z...your fave topic makes an appearance! 🦉Your customers don't compare you to your industry...they compare you to ALL of their experiences Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Aarthi Murali: www.linkedin.com/in/aarthi-murali-0a6b90/ M&T Bank: www3.mtb.com/
S1 E51 · Tue, February 08, 2022
What's on your mind? Let CX Passport know... 🎤Discover the winning patterns of customer experience in “The one with the Dark Side of CX” CX Passport episode 51 with Mike Bartlett 🎧 ♟Linking chess and Customer Experience 🧦Humans are pattern matching machines 📕Michael's new book "The Dark Side of CX" 🧠What is the psychology of a bad experience? ✅Two Customer experience friction sources: Goal & Social 🧭Traveling the tranquil Kent Downs 🏫Customer experience and school districts? 👩🎨Story telling and survival of the species Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Mike Bartlett: www.linkedin.com/in/michaelbartlettccxp/ The Dark Side of CX - Available for purchase on Amazon
S1 E50 · Tue, February 01, 2022
What's on your mind? Let CX Passport know... Want to know how to ACTUALLY create a customer experience program? Trying to get out of the theory and into actual practical steps? Maybe a field manual? 🎤So…At Ease! Hit download, leave a review and have a listen to “The one with the Customer Experience Field Manual” in CX Passport episode 50(!) with Jeff Sheehan🎧 📚A DIFFERENT type of CX book 📅Getting CX right in the new year 💪Why Feb 13th is my favorite gym day of the year 💖Stories = Sustaining 🚁He flew military helicopters all over the world! 🔨🔧VOC = Listen, Learn, Act ("Kidneys & Corneas") 🍺Raising a Guinness pint with William Dafoe in Thailand Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Jeff Sheehan: www.linkedin.com/in/jeffsheehancxbuilder/ Jeff’s Book “Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program”: https://amzn.to/3IwRcLT
S1 E49 · Tue, January 25, 2022
What's on your mind? Let CX Passport know... 🎤Discover the CX of the Seas in “The one with a ‘More Than Perfect’ cruise experience” with Paul Rutter in CX Passport episode 49🎧 🚢The number 1 CX lesson learned from a career at sea 🐶How a dog called Fraulein got Paul into the cruise industry 🤑Loyalty so strong that customers book the next trip BEFORE the current trip is over 🙈Oh...you'll hear about clothing optional cruises too 🤯Try delivering great customer experience when you LIVE with your customers 😲Try delivering great customer experience when you live with your CO-WORKERS 🌏A global cast of employees delivering experiences for a global passenger set Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Paul Rutter: www.linkedin.com/in/parutter/ Website: www.paulrutterspeaks.com Books: “You Can't Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea” “Repeat Business Inc: The Business of Staying in Business
S1 E48 · Tue, January 18, 2022
What's on your mind? Let CX Passport know... 🎤Get amazingly emotional in “The one where Pest Control Saves Lives” with Matt Beckwith in CX Passport episode 48🎧 🥰You MUST listen to the last story. Amazingly emotional story of impact 🤗Contact centers going beyond just call deflection 🏡Why Home Services is one of the most intimate CX industries 📚Be the chief storyteller 🧙♂️Don't be limited by (aka fooled by) generational stereotypes & urban legends 🤔Do customers prefer digital or did we make it too hard for them to call a human? 🔎Travel teaches you to look beyond what's in the foreground and observe the full local experience 😲Knowing your customer saved a life! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Website: www.contactcentergeek.com and www.mattbeckwith.com LinkedIn: www.linkedin.com/in/matthewbeckwith/ Twitter: @mattbikewith
S1 E47 · Tue, January 11, 2022
What's on your mind? Let CX Passport know... 🎤Join me in Turkey in "The one where Design Thinking unlocks the creativity of your childhood" with Seda Alpkaya on CX Passport episode 47🎧 🎨Unlock the creativity of your childhood 🌍Differences in CX across Turkey, UK and the globe 👩🍳The recipe of Design Thinking and Customer Experience 🔨Tactical toolsets and activities to start design thinking 🤩Travel to Albania & Cuba! 😋"Just about anything fried is good" ✅How do you know if your company is culturally ready to do REAL design thinking? 👏Turkish companies delivering outstanding Customer Experience 🧠Design thinking vs regular ol brainstorming Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Seda Alpkaya: https://www.linkedin.com/in/seda-alpkaya/ VOXAL Consulting: https://www.voxal.co.uk/
S1 E46 · Tue, January 04, 2022
What's on your mind? Let CX Passport know... 🎤CX Passport episode starts 2022 off with a trip to Jordan(!) in "The one with igniting passion for Customer Experience in the Arab region" with Olga Budieri🎧 🤸♀️More than CX...architect HUMAN experiences 🌍 GLOCAL…Front line matters…especially a GLOBAL front line...UAE, KSA, Australia and beyond 🙋♀️What is Voice of the Business? 📈With MILLION of packages...successful CX must be scalable...so how? 🦉Presenting solutions up front by predicting customer concern BEFORE customer contact 🧳I love it when a guest answers "Which one?" when I ask about their trip to Dubai. 📱Difference of digital around across the globe Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Olga Budieri: www.linkedin.com/in/olgabudieri/
S1 E45 · Tue, December 28, 2021
What's on your mind? Let CX Passport know... 🎤 “The one with the Holiday First Class Lounge Collection (Part 2)”🎧 CX Passport. Still on a holiday break but hope you enjoy this compilation of First Class Lounge snippets. Thank you to all the listeners and supporters of CX Passport. Thank you for your input and your reviews. I hope everyone has a wonderful close to 2021 and Happy New Year! Enjoy this compilation of great First Class Lounge visits with Santhakumaran Atmalingam, Brooke Bayer, Sebastien Munar, Gavin Scott, Shep Hyken, Jo Boswell…and the only person who brought his own drink to the First Class lounge…Nic Z. For those just getting started…have a listen to this holiday treat but then peruse the back catalog. Subscribe, download, tell a friend and leave a review…as that’s the best way to share CX Passport.
S1 E44 · Tue, December 21, 2021
What's on your mind? Let CX Passport know... 🎤 “The one with the Holiday First Class Lounge Collection (Part 1)”🎧 CX Passport takes a break but wouldn’t leave you without an episode. Enjoy this compilation of great First Class Lounge visits with Sharon Boyd, Todd Sears, Julie Cockerill, Erik Lautier, Katie Stabler & Katie Miller Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
S1 E43 · Tue, December 14, 2021
What's on your mind? Let CX Passport know... 📢Mike Verret gets to the root of personal and brand messaging and how that influences overall customer experience. 💪Be First, Better or Different 🐴Eeyore and 🤖Optimus Prime are the same voice?!?!? 🏈How are an American football lineman and great CX so similar? 🌏Traveling with Hasbro across the globe! 💡Highlight the problem you solve before describing the solution 100% of it is important to you…but only 3-5% of that is important to your customer audience Hosted by Rick Denton “I believe the best meals are served outside and require a passport” 💭“Your business and the way you think about it is not the way your audience is going to be thinking. So think of it as 100% of what's important to you…3 to 5% of that are important to your audience. ” - Mike
S1 E42 · Tue, December 07, 2021
What's on your mind? Let CX Passport know... 🎤“The one where CX is Yoga” Twist your mind instead of your body today and grab today’s CX Passport episode 42 with the excellent Jay Thattai🎧 🧘♀️3 Stages of Yoga = 3 Stages of Customers 🏋️♂️Neither CX nor 6 pack abs happen overnight 😲You'll be stunned by this trip to Thailand (Chaing Mai) 💞The "Soulful" nature of reviews 🔨The #1 tool for customer experience...it's NOT what you think 🐼Kung Fu Panda makes an appearance! 🏪Buy from your own store Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Jay Thattai: www.linkedin.com/in/jay-thattai-8a30825/
S1 E41 · Tue, November 30, 2021
What's on your mind? Let CX Passport know... When we think of VOC, we often think of Voice of the Customer. But when you talk with talent acquisition leaders, it means something completely different. Learn all about Candidate Experience and Voice or the Candidate from John Bradley of Albertsons. 💡Nobody even said "Candidate Experience" 10 years ago 🤷♂️Why does Candidate Experience matter? 🎵The Zune...yes the ZUNE makes an appearance! 😣How does an ATS make a candidate feel? 🛒Find out why John was destined to work in the grocery industry 👩💼Don't forget Hiring Manager experience 👻No ghosting. Keep 'em informed. 📈Better business thru VOC...not customer...Voice of the Candidate 🚢Cruising at the Chef's Table Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: John Bradley: www.linkedin.com/in/johnbradleyiii Albertsons: www.albertsons.com Albertsons Careers: www.albertsonscompanies.com/careers/en/our-companies/albertsons.html
S1 E40 · Tue, November 23, 2021
What's on your mind? Let CX Passport know... When you’ve been a part of the CX community for decades, you know what matters most. Today’s guest, Elaine Lee, shares her thoughts on how to really understand your customer. Stop treating them like averages, or ideal customers, and instead get to really know your customer. 👨🔬Don't average your customer out into an amorphous blob 🗣TALK to your customer...no really TALK to your customer 📞Contact centers are undervalued 🙉There's no hiding from the customer when you listen to them 👂The value of call listening sessions 🙅♀️There is NO such thing as an ideal customer 🎨Design a VOC program where a customer WANTS to give you their voice 🛴Be a traveler in your own city 🏡Staying with families on a trip Cuba Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Elaine Lee: www.linkedin.com/in/elaine-lee-8080742 Website: www.reynoldsbusbylee.com
S1 E39 · Tue, November 16, 2021
What's on your mind? Let CX Passport know... What if you turned experience, leadership, talent upside down? Find out the greatness that creates in today’s episode with Andre Wiringa of Start Reverse. 🔀What does Start Reverse mean? 🧑We're bringing human back. Yeah! 🥰Dunes. Wandering. National Forests. REAL emotions of laugher and tears. THIS is the way to do a leadership retreat! 😲🤩🛬 Private jet landing on the beach in Australia 🤗Leadership that lets people be themselves 🎭👩🎤👨🎤Casting - A NOVEL way of talent acquisition 🧳Travel changes your approach to CX 🔻Invert the org chart ⚽Words have impact Supervisors will supervise but coaches will coach 🤝When delivery and consumption of experience happen at the same time 🥶North Pole dreaming Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Andre Wiringa: www.linkedin.com/in/andrewiringa Start Reverse: startreverse.com
S1 E38 · Tue, November 09, 2021
What's on your mind? Let CX Passport know... Contact center agents, especially those in hospitality, are on the front lines of the Max Mad world of travel we live in today. How can we help those agents? Find out from Mindy Lentz, Director of Customer Care at Hilton, in today’s episode. 🙄🤬🙄The plague of Adult Temper Tantrums 🦸♀️How to be the superhero that saves their day 😍🧳Hiring passion for what your brand offers 😲🤑A FANTASTIC employee discount program 🤗😣Solving for "Service Fatigue" 🚗🔥The Mad Max of Travel today 👻Fave Ghost tours! 💞Keeping remote agents engaged -Not how are you but how ARE you 🦈Is that a shark?!?! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Mindy Lentz: www.linkedin.com/in/malindalentz Hilton: www.hilton.com Hilton Careers: jobs.hilton.com
S1 E37 · Tue, November 02, 2021
What's on your mind? Let CX Passport know... We continue to live in a world of change. It was there before. It is here now. It will be there in the future. So if that’s the case, why do companies get change wrong so often? Today’s guest, Cristina Herrera is on a mission to change that by bringing people-driven change management to businesses worldwide. Cristina cuts the BS of business and gets companies to get right to the heart of the people. She explains how yesterday’s perks are today’s norm and how to have a real human conversation with your employees. How can you best adapt your change program to the cultural differences across the globe? Cristina tells us how. Find out how a 3 month backpacking trip in Asia shaped Cristina’s approach to change management. Want to know why cheese creates a best friendship between host and guest? Have a listen to find out! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Cristina Herrera: www.linkedin.com/in/misscristinaherrera Website: www.cristinaherreraconsulting.com
S1 E36 · Tue, October 26, 2021
What's on your mind? Let CX Passport know... Find out how on earth the movie theater industry not only stayed alive but has found a way to innovate and rise like the phoenix in this episode with Todd Weishaar, Director Of Continuous Improvement at Cinemark. Learn how they took care of the customer before the customer knew they needed that care. Experience how on one day it was normal operations and became fully closed the next. And folks...what on earth do you do with all that popcorn when you’re shut down?!?! Voice of the customer is a major blockbuster inspiring innovations like a private watch party. But this wasn’t the customer asking for it. Learn how Cinemark discovered this customer need without a customer ever saying a word. Get a taste of Bamberg Germany as well hearing about Todd’s experience living there. Hosted by “I believe the best meals are served outside and require a passport” Rick Denton...CX Passport guides you through a conversation on customer experience and travel. Episode resources: Todd Weishaar: www.linkedin.com/in/todd-weishaar-636b171/ Cinemark: www.cinemark.com/
S1 E35 · Tue, October 19, 2021
What's on your mind? Let CX Passport know... Talk brand and BPOs with John Billings Senior Director, Global Workforce and Vendor Management at Hilton. As John has been on both the BPO side and the brand side, he has a unique perspective on the Brand/BPO relationship. And it’s exactly that...he sees it as a relationship, a partnership, a unified delivery of customer experience and brand experience, not just a vendor/customer relationship. We’ve all heard about BPOs but how do you know if you need one and how do you go about getting one? Why, if you’re looking to work at a BPO, would you want to actively search for a Hilton agent role? (Trust me...it’s a valuable perk!) Find out about the secret surf town John hopes you never find. And we all think it would be AWESOME to have a business trip to Jamaica...but what is it really like? Grab a download, have a listen and leave a review after learning from John’s wisdom. Hosted by “I believe the best meals are served outside and require a passport” Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: John Billings: www.linkedin.com/in/john-billings-093548/ Hilton: www.hilton.com
S1 E34 · Tue, October 12, 2021
What's on your mind? Let CX Passport know... We are all so tired of customer service interactions that feel like we’re starting over each time we interact with a company. Today’s guest, Ido Bornstein-HaCohen is on a mission to change that. What’s one word to describe 20+ years of customer engagement changes? Find out in this episode. Create those seamless cross-channel interactions. Learn how to design a proactive approach to customer engagement. Stop treating each interaction as a new conversation. Don’t wait for me to ask...tell me my delivery is late. That’s possible and more brands could and should be doing it. Even the 2021 Texas power outage tragedy makes an appearance in how brands, specifically power companies, could improve on how to reach out to customers. Ido talks to us about his Thailand travel and how he’s seen his kids transform with each trip into more creative, more open, more outgoing young adults. It’s a great chat with Ido! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Ido Bornstein-HaCohen: www.linkedin.com/in/idohacohen/ Twitter: @idohacohen Web: www.verint.com www.conversocial.com
S1 E33 · Tue, October 05, 2021
What's on your mind? Let CX Passport know... Customer Experience isn’t just “be nice”. That’s vital but not everything. CX is human, it’s digital, it’s physical. So what is visual merchandising and how does it impact CX? Find out from Daniel Black of Glass Media. Learn how brands are using airports as experience drivers and how destination malls are VERY much alive. Discover what makes retail stand out and become something people share with all of their friends. Hear these wisdom nuggets from Daniel! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Glass Media: www.digitalstorefront.com
S1 E32 · Tue, September 28, 2021
What's on your mind? Let CX Passport know... Get all sorts of Customer Service gold dust from Gavin Scott. Learn about the 5 key areas for delivering great customer service. Gavin, through storytelling and wisdom, shares his gold dust for customer experience and customer service throughout the episode. Understand why storytelling matters...and how grandads tell great stories! Why does the “Next Play or Customer Next” attitude help customer service agents succeed? Do you realize how reffing soccer (or football for my global friends) and customer experience are related? Hear about an amazing experience at the Ritz Carlton Sharm El Sheikh in Egypt that cemented a lifetime customer. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Gavin Scott: www.linkedin.com/in/gavinscottltd/ Web: gavinscott.me Book: Finding Gold Dust: How to Create Exceptional Customer Experiences Podcast: Customer Service Gold Dust gavinscott.me/podcast/
S1 E31 · Tue, September 21, 2021
What's on your mind? Let CX Passport know... Understand what TRUE customer loyalty looks like AND how to get it from Hall of Fame Speaker, Shep Hyken! Have a listen as Shep gives us great insights from his new book, “I’ll Be Back: How To Get Customers To Come Back Again And Again” such as How do you create loyal customers What is the F-bomb of Customer Service? Moments of magic, misery...and mediocrity Creating an "I'll Be Back Culture" Just as important to avoid "meh" moments Don't confuse a repeat customer with a loyal customer Simple doesn't mean easy And it’s not a CX Passport episode without a little travel, right? Check out Shep’s favorite airport restaurants and listen in as he tells some of his great business travel experiences. Find out why New Zealand is amazing and what is the only bean Shep will eat. Learn about all that from Shep! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Book Title “I’ll Be Back: How To Get Customers To Come Back Again And Again” Book Site illbebackbook.com Shep Hyken www.linkedin.com/in/shephyken/ Web Site hyken.com
S1 E30 · Tue, September 14, 2021
What's on your mind? Let CX Passport know... “Customer experience isn’t just for big companies.” “Don’t just chase a score.” “I like being a tourist but I don’t like tourists.” “Pizza is the stuff of life”. Those are just a small sample of the Customer Experience and travel wisdom today’s guest, Damian Miller of Intelligent Purpose, brings to the episode. Want to understand what REAL human centered design requires? How about understanding that the conversation around “Who should own CX” is often just a distraction. How about getting insight on what it means to get the deep immersion experience of living 9 months in India? Damian drops those wisdom bombs all throughout the episode. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Intelligent Purpose: www.intelligentpurpose.com Damian Miller: www.linkedin.com/in/damianmillerresearch/ damian@intelligentpurpose.com
S1 E29 · Tue, September 07, 2021
What's on your mind? Let CX Passport know... Traveling to 40 countries including long term living in 4 gives you a perspective on the globe that you can’t get otherwise. How does that perspective influence the approach to customer experience and consumer behavior? How can we consciously choose to elevate voices in CX that aren’t the same as ours? How does a woman, a baby, a basket and a cobra play into all of this?!?! Find out all of this and more in this episode with Tom DeWitt, Ph.D. We’ll get to hear about Dr. DeWitt’s perspective on the globe, how he’s leading the creation of a Masters program in CX at Michigan State University and also hear Tom share some of his greatest and creative travel stories. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Tom DeWitt, Ph.D.: www.linkedin.com/in/tom-dewitt-ph-d-5076093/ Michigan State University: msu.edu/
S1 E28 · Tue, August 31, 2021
What's on your mind? Let CX Passport know... CX Passport heads to the African continent for the first time with Clinton Cohen of iContact. You’ll hear about how South Africa is exploding as a BPO destination. Learn about how the heart of the people of the South African culture provides a fantastic source of talent. Get to know about impact sourcing and how the provision of a living wage lifts not just the employee but the overall community. Let’s not stop there...learn about Plettenberg Bay with leaping whales and beautiful beaches. And find out just what the heck a Boerewors roll is! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Clinton Cohen: www.linkedin.com/in/erinsheehan iContact: www.icontactbpo.com/
S1 E27 · Tue, August 24, 2021
What's on your mind? Let CX Passport know... A 48 state road trip? What is Showmanship of Customer Experience? How does the hospitality industry continue to deliver great CX in the midst of the whiplash of 2021? And...Chinese Chilean Fusion cuisine? All in one episode? That’s what happens when you talk with Alec Dalton of Marriott. Coming from an industry that is likely the original source of customer experience delivery, Alec and I talk about all things customer experience...and yeah…travel too! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Alec Dalton: www.linkedin.com/in/alecdalton/ The Uncanny Valley: en.wikipedia.org/wiki/Uncanny_valley House on the Rocks (Frank Lloyd Wright): www.thehouseontherock.com/ The Experience Economy: en.wikipedia.org/wiki/Experience_Economy
S1 E26 · Tue, August 17, 2021
What's on your mind? Let CX Passport know... Think of a time you’ve been able to work with someone really interesting. No I mean REALLY interesting. Someone who consistently brings a new perspective, a novel way of thinking and a suite of fascinating experiences. Today’s guest, Cliff Crosbie of Emrays, is one of those people for me. Learn about creating NikeTown and other expressions of global retail at Apple, Nike and Nokia. Cliff will share his leadership with global retail store experiences across physical, human and digital CX. This guy KNOWS his customer experience, especially the retail customer experience. Enjoy that soothing Scottish voice and accent but know the content will wow you even more. This doesn’t even begin to mention his other businesses...and the highly intelligent approaches to elements of team culture or truly advanced approaches to video algorithms and several other ventures. Wow! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Cliff Crosbie: https://www.linkedin.com/in/cliff-crosbie-78b787/ EMRAYS: https://emrays.com/
S1 E25 · Tue, August 10, 2021
What's on your mind? Let CX Passport know... Great CX isn’t just for hospitality and luxury retail. What about industries where you simply wouldn’t expect it to exist? Why shouldn’t a customer of a non-profit expect a great customer experience? What about the world of debt? This episode’s guest, Katie Stabler, Founder and Director of Customer Experience at CULTIVATE Customer Experience by Design, IS brave enough and has the drive to ensure that ALL get a great customer experience, regardless of situation. You know what I say about the best meals? What if I told you Katie has had a chance to prepare her best meals...on Masterchef UK?! We’ll talk about her experiences on the show as well. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Katie Stabler: www.linkedin.com/in/katie-stabler-ccxp/ Cultivate CX: www.cultivatecustomerexperience.com/ One of Katie’s MasterChef UK Episodes (Season 12 Episode 5): www.bbc.co.uk/programmes/b07561g5
S1 E24 · Tue, August 03, 2021
What's on your mind? Let CX Passport know... Want to know how to get Customer Experience right? Not just the day to day getting CX right but also making sure significant CX initiatives are actually successful? Have a listen to today’s CX Passport guest, Jo Boswell, who has a wealth of experience in just that...getting CX right. After an extensive customer experience career at British Airways, Jo created a CX consulting company, Sentio-B, dedicated to providing the support and encouragement for customer experience leaders that she wished she could have had when she was in the field. Jo led successful, financially significant CX initiatives for major, complex companies and knows what it takes. And of COURSE we’ll talk travel. Learn about all that from Jo! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Jo Boswell: www.linkedin.com/in/jojboswell/ Sentio-B: sentio-b.co.uk/ Top 5 Skills of CX Leaders Strong Commercial / Business Skills Influence across the organization Inspire & Motivate for all levels Collaboration Personal Resilience
S1 E23 · Tue, July 27, 2021
What's on your mind? Let CX Passport know... We just wrapped up an exciting NBA Finals. We saw crowds of fans, both inside and outside the stadiums, all eager to have an amazing experience...and certainly hoping their team wins. Keep that energy alive with today’s CX Passport guest, Katie Miller the Senior Vice President, Premium & Client Services, Fan Experience & Operations of the Orlando Magic Learn how Katie drives those amazing life moment, fan experiences. Understand how the team’s location in Orlando influences the Magic’s delivery on fan experience. Get a clearer picture on how you could start a career in fan experience. And do fans actually order the healthy options they say they want on team surveys? Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Katie Miller: www.linkedin.com/in/katiestocz/ Orlando Magic: www.nba.com/magic/
S1 E22 · Tue, July 20, 2021
What's on your mind? Let CX Passport know... Business frequently focuses on “Matching hurry with hurry”. Learn what that means from Stephen Grygar, Sr. Director - Strategy, Analytics, & CX at iconic American brand Greyhound. Understand how to use...or not use...this principle to create CX differentiation. Get to the heart of simplicity and how that builds the space for employees to make an empathetic connection with their customers. And if you haven’t been to a beach where the sand feels like flour...you’ll want to after hearing about Stephen’s trip! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Stephen Grygar: www.linkedin.com/in/stephen-grygar-8865624/ Greyhound: www.greyhound.com “The Ruthless Elimination of Hurry” - johnmarkcomer.com
S1 E21 · Tue, July 13, 2021
What's on your mind? Let CX Passport know... Show of hands for everyone who opted to start a completely new brand concept in the middle of a pandemic. No? Find out more from Brian Campbell and Mike Dzura, two people who did just that. Brian is the VP of Culinary and Beverage and Mike is the Director of Marketing at a new concept launched this year: BigShots Golf. Let’s learn how they went about creating a customer centric experience in the midst of all that 2020 brought us. 🤖🧑Blending tech stack with human experience 🤩Unexpected experiences for people 🏌️♀️Golf for everyone...no, really...everyone! 🍕Culinary pizza inspiration walking the streets of Rome 💲😋Being paid just to eat in Paris?!?! 👩🔬We know we’ve made mistakes. We just don’t know what they are yet. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Brian Campbell: www.linkedin.com/in/chefbriancampbell Mike Dzura: www.linkedin.com/in/mike-dzura-1a2b3314 BigShots Golf: www.bigshotsgolf.com
S1 E20 · Tue, July 06, 2021
What's on your mind? Let CX Passport know... Want to know how to deliver a great fan experience in sports? Curious how someone can start in that career? What is fan experience? Get all the info from Erin Swales, Senior Director, Guest Experience at the San Diego Padres. Have you thought about what all goes into creating a great experience for fans? We think frequently of Customer Experience in travel, or retail or hospitality...but have you thought about how to create a great Guest Experience at a sporting event, across an entire season, across decades of seasons for generations of fans? Learn about all that from Erin! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Erin Swales: www.linkedin.com/in/erinsheehan San Diego Padres: www.mlb.com/padres
S1 E19 · Tue, June 29, 2021
What's on your mind? Let CX Passport know... Episode S1E19 welcomes Nic Zeisler of Zeisler Consulting http://zeislerconsulting.com/ and he’ll hit the controversy horn right off the top of the show. Find out why he’s telling companies they’re too focused on ROI. Nic challenges us to consider WHY we start customer experience work at all. Are we motivated for the right reasons? Nic tells why companies should stop trying to be Zappos...just be better than the DMV. We’ll talk about skiing in New Zealand and why it was important for both of us to make sure we flew on the 747 before she retires. He’s also the first guest that brought his own drink to the show’s First Class lounge. #respect Hosted by Rick Denton, CX Passport, guides you through a conversation on customer experience and travel.
S1 E18 · Thu, June 24, 2021
What's on your mind? Let CX Passport know... Today’s guest Jonathan Daniels, the founder of CX Centric, brings us a global customer centricity approach to CX. In today’s episode, we get to hear why Jonathan hosts CX Centric conversations in which he purposely choses a global slate of facilitators and participants. Learn from his 8 CX Centric principles and why strategy is well and good but how you achieve it in reality is what really matters. And yes...discover why Rwanda is the Singapore of Africa. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Jonathan Daniels: www.linkedin.com/in/jdaniels-cx CX Centric: www.cx-centric.com CX Centric Conversations: www.cx-centric.com/events CX Centric 8 Principles Every interaction creates a personal reaction Customer familiarity breeds alignment Employees do what is measured, incented and celebrated Customer data should be exchanged for success and experiences Adapt quickly around customers and the environment Proactively plan for both organisational and customer success Plan for your customers’ current and future needs Continuously learn and improve
S1 E17 · Tue, June 22, 2021
What's on your mind? Let CX Passport know... How have airlines changed their approach to customer experience over the last few decades? What’s it like to start a brand new CX team from scratch? Remember filling out paper surveys while you were on the flight...and then having to give it to a flight attendant? Lorena Kurtjian Hernandez brings decades of airline industry experience as she joins us on this CX Passport episode. Lorena helps us understand how culture influences the CX approach of an organization and how on earth a company as complex as an airline can possibly have a centralized understanding of the entire customer experience. And yes...with that many years at the airlines, Lorena definitely has some travel experiences to share! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
S1 E16 · Thu, June 17, 2021
What's on your mind? Let CX Passport know... EQ matters. But EQ is poorly understood, especially in the corporate world. CX Passport guest Julie Cockerill shares her depth of knowledge around EQ and why you should care. Julie brings a depth of wisdom on organizational design, development and culture as the “Head Change Maker” of Lemon Co. and lets us gain a dash of that wisdom in today’s episode! Why do high EQ individuals truly understand their OWN emotions? How can companies be realistic about the time it takes to make deep org and behavioral changes? Wait?!? No snakes in New Zealand Julie hiked Mt Everest Base Camp after a broken ankle?! WOW! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Julie Cockerill: www.linkedin.com/in/juliecockerill Lemon Co: lemon-co.com.au/ Emotional Circumplex: en.wikipedia.org/wiki/Robert_Plutchik#/media/File:Plutchik-wheel.svg
S1 E15 · Tue, June 15, 2021
What's on your mind? Let CX Passport know... According to CX Passport E1 S15 guest, Kate Brouse of NTI, the world’s largest minority community isn’t what you’d expect. Expand your understanding of the disability community with a fascinating discussion with Kate. We learn about invisible disabilities and come to the realization that ALL of us are just one bad bike ride away from joining this community. Through her work with NTI www.ntiathome.org , Kate helps companies match with the disability community, providing opportunities for the employee...and the opportunity to create a much better customer experience for the company. Kate also explores which travel experiences are doing well supporting this community...and which are falling way short. We also get insight into how fascinating Turkey is as a place to travel...and live! Additional material recommended by Kate: Getting to Equal www.accenture.com/ie-en/about/inclusion-diversity/culture-equality-research Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
S1 E14 · Thu, June 10, 2021
What's on your mind? Let CX Passport know... When do you say you start your vacation? Is it when you leave your home? Is it when you arrive at your hotel? If you’re flying, is it when you get off the plane? What would it look like if you said, “I start my vacation at the airport” That’s exactly the mission CX Passport guest, Misty Cisneros-Contreras, seeks to achieve. Serving as the customer service manager for Phoenix Sky Harbor International Airport, Misty and her team work to create “America’s Friendliest Airport”. Learn about the Grandma test, pet therapy and where to find the best Mexican food. Yum! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
S1 E13 · Tue, June 08, 2021
What's on your mind? Let CX Passport know... Why would HSBC change the lights on their famous Hong Kong building for the first time in 37 years? Todd Sears of Out Leadership drops massive wisdom bombs when describing why a Return on Equality should be the focus of all businesses. 85% of customers will switch away from brands that discriminate against the LBGTQ community. Todd created Out Leadership to drive change by creating the space to have impactful conversations with the leaders of global companies which then drives the ongoing advancement of diversity and inclusion throughout the business world and society in general. In this episode of CX Passport, we talk about the financial impact of equality and how we can move even further than Diversity & Inclusion and into Belonging. How does inclusion impact Customer Experience? And how on earth can someone speak in New York, San Francisco and Amsterdam without ever seeing a hotel room in between? Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Todd Sears: www.linkedin.com/in/toddgsears Out Leadership: outleadership.com Ally Up on Out Leadership: outleadership.com/allyup/
S1 E12 · Thu, June 03, 2021
What's on your mind? Let CX Passport know... Starting a business isn’t easy. Starting a business as an independent consultant surprised me by how much goes into creating & running...and growing a successful business. Today’s guest, Will Bachman of Umbrex shows us how a customer-driven approach to helping a community of independent consultants helps bring value to that group and his practice. Will provides practical wisdom around how to get started, how to avoid the generic LinkedIn headline and what a customer-centered approach looks like. A podcast host himself, Will offers daily wisdom to consultants on “Unleashed” available at all your fave podcast sites. Also, definitely check out Will’s guide to independent consulting (links below). In addition, Will has, indeed, walked 500 miles(!) along the Camino de Santiago and encourages listeners to make sure they plan and commit to taking their vacations. You’ll learn how supermarkets and bicycles are a way to getting a deeper understanding of the places you travel. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel. Episode resources: Will Bachman: www.linkedin.com/in/willbachman/ Umbrex: www.umbrex.com Course for independent consultants: www.umbrex.com/video_course/setting-up-your-firm-course-introduction/ Tim Hughes - “Social Selling: Techniques to Influence Buyers and Changemakers” Peter Del Tredici - “Wild Urban Plants of the Northeast: A Field Guide”
S1 E11 · Tue, June 01, 2021
What's on your mind? Let CX Passport know... CX Passport welcomes Erik Lautier of Erik & Co www.erik.co , a seasoned ecommerce and marketing executive AND the creator of a new opera, Hamlet www.hamletopera.com , AND former touring artist with a Disney production AND an TV appearance. Clearly that will bring some interesting Marketing and Customer Experience perspectives! Find out how CX and Marketing work best together. Understand which parts of a journey can you automate and which need to stay human. Hear about what it’s like to rent the entire island of Pangkil AND get an understanding of how vodka, pickles and pig fat teach you how to avoid the fear of failure. Hosted by Rick Denton, CX Passport, guides you through a conversation on customer experience and travel.
S1 E10 · Tue, May 25, 2021
What's on your mind? Let CX Passport know... ¡Vamos Perú! Let’s head to Perú and talk with Sebastien Munar, CCXP about Customer Experience in South America. Learn about the evolution of CX in Latin America and how he’s been able to create Customer Experience teams from scratch...even in an environment where the phrase "experiencia cliente" didn’t exist. Sebastien walks us through examples where customers would pay more than 30% more because they received a better customer experience and what it takes for companies to build that better experience. Spoiler Alert!...It starts with culture. From a land that has one of the 7 wonders of the world (Machu Pichu), Sebastien also shares with us the other 7 wonders he’s seen and the plans to see the remaining ones. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
S1 E9 · Tue, May 18, 2021
What's on your mind? Let CX Passport know... We get the chance to bask in the presence of CX wisdom on this episode of CX Passport. Diane Magers of Experience Catalysts sits down to talk CX & travel with host, Rick Denton. Learn why you should focus on MEASURES not METRICS. Explore a shift BACK to humanity. Hear how Heather of Southwest Airlines creates customer and employee centered innovation by immersing herself in the actual day to day of a customer. Would you spend hours sitting in airports...on purpose? Heather would! Oh...let's not forget hiking and wineries in New Zealand. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
S1 E8 · Tue, May 11, 2021
What's on your mind? Let CX Passport know... So what is the myth of customer feedback? Why do we always want to focus on the negative parts of our travel experiences? Why should you focus on the things your customers are NOT saying? How did a local market in Mexico become the source of a lasting memory? What drove KLM to focus on baggage claims? And...what did Paul Simon say about Fingerprints? Find out when guest Bram De Vos of Hello Customer joins this episode of CX Passport. Hosted by Rick Denton, CX Passport guides us through a conversation on customer experience and travel.
S1 E7 · Tue, May 04, 2021
What's on your mind? Let CX Passport know... How are milkshakes, Netflix & Facebook competitors? What is the one big mistake companies make when they think they need to create a Customer Success team? Curious about riding a motorcycle in Vietnam? These and many other questions are answered by Dan Balcauski, this episode's CX Passport guest. Hosted by Rick Denton, CX Passport guides us through a conversation on customer experience and travel.
S1 E6 · Tue, April 27, 2021
What's on your mind? Let CX Passport know... Episode 6 of CX Passport brings us Anne Witherspoon whose super power is "Outside In Thinking". While we discuss our shared appreciation of the wisdom of the "philosopher" Matthew McConaughey, Anne also brings us her wisdom around how influential employee experience is to creating great customer experience. How CAN we avoid "Sunday Sickness"? We also talk about companies that fail to consider the CUSTOMER'S experience when designing customer experience. Interesting twist there for sure. Other topics to explore are "psychological safety" at work and getting teenagers out of bed for a hot air balloon ride. Not sure how those exist in the same episode? Take a listen to Episode 6 with Anne Witherspoon.
S1 E5 · Tue, April 20, 2021
What's on your mind? Let CX Passport know... Prepare to have your mind challenged with this episode as Josh Ramsey guests on CX Passport. -Spiral dynamics as a way to understand employee experience? -How operating from a place of love, not fear creates innovation? -It's foolish to separate work and life?! Josh shares these thoughts and more as we talk about Customer Experience and travel in this episode of CX Passport.
S1 E4 · Tue, April 13, 2021
What's on your mind? Let CX Passport know... What if the modernization of one of the oldest industries, Real Estate, were more glacial than expected and the old school lives in parallel with the new world? How does simplicity and discipline elevate CX? How can companies use candidate experience to show their commitment to customer experience? This week's episode explores those areas...and pizza...with Nima "The Speaker" Khanghahi. Oh...and how was Aruba?!
S1 E2 · Tue, April 06, 2021
What's on your mind? Let CX Passport know... A Magic Carpet as a path to optimized travel? An errant Valentine's Day order of grease paper creating the environment for a great Customer Experience? How does a 10p gift unlock great employee experience? Listen in to this episode with the brilliant guest Sharon Boyd and host Rick Denton talk CX, Celebrations, Customer Relationship Restoration...and of course, travel!
S1 E3 · Tue, April 06, 2021
What's on your mind? Let CX Passport know... Customer Experience is so much more than just optimizing the digital portion or the human to human element. True CX design considers so much more. Today’s episode of CX Passport talks with Brooke Bayer about bringing thoughtful design to customer experience, how retail isn’t dead but boring retail is and why diversity, not just “check-box” diversity but true reflection of the diversity of the customer base is vital to delivering great customer experience. Brooke also shares how immersive travel brings about a deeper understanding of place, time...and yes, food!
S1 E1 · Thu, March 18, 2021
What's on your mind? Let CX Passport know... Curious how an ice cream shop can be the passport to developing customer empathy? Listen in to CX Passport as guest Santhakumaran Atmalingam and host Rick Denton talk CX, travel...and ice cream! Santha tells us about customer experience as a discipline in Asia, how business continuity and CX are actually quite in sync with each other, why marketing and CX aren't always using the same playbook...oh and we'll get to know more about Santha's travel experiences and food faves!
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