CX Passport

CX Passport

Rick Denton

👉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...

The one with the climate of CX - Jeff Louden Digital Product Manager E205

The one with the climate of CX - Jeff Louden Digital Product Manager E205

What's on your mind? Let CX Passport know...🎤🎞️“The one with the climate of CX” with Jeff Louden Digital Product Manager at The Baldwin Group  in CX Passport Episode 205🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Jeff Louden1:43 From CX Open to Work to New Job Success story2:30 What CX professionals should focus on in 20254:15 Gauging the climate of CX in your organization7:50 Navigating the open-to-work journey in a shifting CX landscape10:27 Overcoming the challenges of

Feb 25, • 33:03

The one with the psychology of loyalty - Vinay Parmar E204

The one with the psychology of loyalty - Vinay Parmar E204

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?...CHAPTERS0:00 Introduction: Welcoming Vinay Parmar1:19 Why relationships matter more than products in CX3:25 The three types of customers: One-night stand vs. lifelong loyalty6:37 The role of trust in customer decision-making8:18 The psychology behind customer experience11:24 How emotions shape brand perception and l

Feb 18, • 34:12

The one with CX the customer would pay for - Karyn Furstman E203

The one with CX the customer would pay for - Karyn Furstman E203

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?...CHAPTERS0:00 Introduction: Welcoming Karyn Furstman1:31 Lean Processes and CX: Why it matters3:40 Embedding CX into daily operations5:25 Involving leadership in CX transformation6:18 Where CX should live in an organization7:51 Avoiding the "CX as a project" trap11:13 How to succeed without a CX seat at the

Feb 11, • 33:32

The one with the posture of learning - Jeff Harrell E202

The one with the posture of learning - Jeff Harrell E202

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?...CHAPTERS0:00 Introduction: Welcoming Jeff Harrell2:44 Why customer experience matters to Jeff5:24 Crafting relatable experiences with "Big Ass Runner"9:18 Building a podcast community through connection12:25 The power of feedback loops in content marketing16:28 Applying podcast lessons to CX and market

Feb 4, • 32:00

The one with the CX bridge - Sean Cherry Experience Insights at LinkedIn E201

The one with the CX bridge - Sean Cherry Experience Insights at LinkedIn E201

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?...CHAPTERS0:00 Introduction to Sean Cherry and CX Expertise2:02 Leveraging Customer Feedback for Revenue Growth5:10 The Value of Actionable Customer Insights8:19 Tying Customer Metrics to Business Outcomes11:10 Building Relationships to Drive CX Success16:53 Bridging Produ

Jan 28, • 33:53

200!!! The one with the scene setting - Michelle Pascoe E200

200!!! The one with the scene setting - Michelle Pascoe E200

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?...CHAPTERS0:00 Introduction and Background1:38 The Importance of Hospitality 3:11 Challenges and Benefits of Hospitality6:10 Creating Intuitive Customer Experiences9:46 Multi-Generational Customer Engagement15:32 Explo

Jan 21, • 35:56

The one with the shepherds of CX - Rachel Sheriff Chief Customer Officer at Recurly E199

The one with the shepherds of CX - Rachel Sheriff Chief Customer Officer at Recurly E199

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?...CHAPTERS0:00 Introduction to Rachel Sheriff 1:46 Rachel's role as Chief Customer Officer3:27 Rachel's journey from agency to customer success6:27 Aligning different teams to deliver customer value9:45 The unique challenges of subscription-based models12:09 Bui

Jan 14, • 36:35

The one with the biker CX - Rick Malsch E198

The one with the biker CX - Rick Malsch E198

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?...CHAPTERS0:00 Introduction to Rick Malsch, CX OpenToWork2:14 Why Customer Experience Matters to Rick Malsch4:33 Customer Engagement at Harley Davidson: Rentals and Training8:55 CX Passport Live: Amplifying Event Experiences10:06 Building Brand Loyalty Through Customer Engagement14:12 Listening to Customers to I

Jan 7, • 33:43

The One with the 2024 First Class Holiday Special part 2 - E197

The One with the 2024 First Class Holiday Special part 2 - E197

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 197Thank 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?...CHAPTERS0:00 Rick Denton (host introduction)1:18 Bill Staikos7:19 Alyona Medelyan11:44 Kojo Hayford16:57 Lauren Feehrer22:11 Adam Scott28:46 Cel

Dec 31, 2024 • 32:32

The One with the 2024 First Class Holiday Special part 1 - E196

The One with the 2024 First Class Holiday Special part 1 - E196

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 196Thank 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?...CHAPTERS0:38 Ilenia Vidili - Italy4:46 Sam Stern  - USA8:59 Sarah Hatter - USA16:12 Enrique Saenz - Guatemala21:39 Milagros Gonzales - Argentina

Dec 24, 2024 • 30:28

The one with the core principles - Neal Berg CX Strategist at Evolve Partners E195

The one with the core principles - Neal Berg CX Strategist at Evolve Partners E195

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?...CHAPTERS0:00 Introduction to Neal Berg and CX Expertise2:02 Gaining Buy-In for CX in Large Organizations5:00 Adapting CX for Global Brand Perceptions8:06 Making Strategic Choices in CX by Region10:34 Future-Proofing Business with Agility13:49 Core Principles of CX in Mod

Dec 17, 2024 • 33:59

The one with the storytelling - Andrew Carothers CX OpenToWork E194

The one with the storytelling - Andrew Carothers CX OpenToWork E194

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?...CHAPTERS0:00 Introduction1:58 Challenges and Solutions in CX07:25 Building a Customer-Centric Experience 11:33 Impact of Customer Experience on Business Results13:36 Extra Legroom Section: Fun and Personal Insights17:17 What are companies getting wrong about CX19:21 Improving CX Understanding and Storyte

Dec 10, 2024 • 32:16

The one with the Alaska employee experience - Jaylene Owen Dir HR & Payroll Hames Corporation E193

The one with the Alaska employee experience - Jaylene Owen Dir HR & Payroll Hames Corporation E193

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?...CHAPTERS0:00 Introducing Jaylene and Sitka1:53 Jaylene's Background at Hames3:59 Challenges of Small-Town Work7:43 Jaylene's HR Journey to Sitka12:55 Building Trust and Change15:49 Transitioning to Digital Systems21:55 I

Dec 3, 2024 • 37:11

The one with the skydiving - Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” E192

The one with the skydiving - Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” E192

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?...CHAPTERS0:00 Introduction1:45 Dara's Perspective on Leadership and Customer Service6:25 The Role of Personal Experiences in Leadership11:42 Blending Heart and Business Results16:19 The Influence of Skydiving on Leadership21:56 Dara's

Nov 26, 2024 • 38:12

The one with burrito employee experience - Lacey Davidson, HR Manager at JumBurrito E191

The one with burrito employee experience - Lacey Davidson, HR Manager at JumBurrito E191

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?...CHAPTERS0:00 - Introduction to JumBurrito and Lacey Davidson1:36 - JumBurrito's History and Growth  7:12 - Lacey's Role and HR Challenges12:27 - Employee Benefits and Retention Strategies16:59 - 1st

Nov 19, 2024 • 32:33

The one where offboarding matters - Gary Marra CX #OpenToWork E190

The one where offboarding matters - Gary Marra CX #OpenToWork E190

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?...CHAPTERS0:00 Gary Marra's background in financial services1:19 Importance of customer experience in Gary's career3:12 High-profile client relationships and business impact6:12 Client retention and significance of offboarding10:12 Employee experience's effect on customer experience14:12 Onboarding large cli

Nov 12, 2024 • 34:08

The one where we stop KPI hunting - Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189

The one where we stop KPI hunting - Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189

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?...CHAPTERS0:00 Introduction1:30 Critique of KPI hunting4:07 Alternatives to survey insights7:12 Transitioning to behavior-based insights9:42 Executive support and CX tools 13:15 CX in Sweden vs US16:37 1st Class Lounge20:14 Connecting CX to company strategy23:27 Arctic warfare train

Nov 5, 2024 • 31:02

The one with the Guatemalan CX - Enrique Saenz CEO & Founder of PercepcionesCX E188

The one with the Guatemalan CX - Enrique Saenz CEO & Founder of PercepcionesCX E188

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?...CHAPTERS0:00 Introduction2:00 Enrique Saenz's Journey into Customer Experience10:00 Guatemala's Role in Latin American Economy and CX14:30 Physical Customer Experience and Multi-Sensory Tools17:00 Travel and Cultural Insights from Guatemala23:39 Enrique's Travel Experiences and D

Oct 29, 2024 • 37:09

The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187

The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187

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?...CHAPTERS0:00 Introduction4:00 Pre-Event Planning for Contingencies6:20 Making the Decision to Cancel9:00 On-Site Discussions and Team Coordination11:00 Emotional Impact and Execution1

Oct 22, 2024 • 37:55

The one where she knows what makes us tick - Tamar Cohen CEO/Founder at HaloEffect Management E186

The one where she knows what makes us tick - Tamar Cohen CEO/Founder at HaloEffect Management E186

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?...CHAPTERS0:00 Introduction2:04 Tamar's journey to co-author white paper4:00 Importance of emotions in employee experience7:00 Surprising insights from research10:00 Practical approaches to understand employee behavior14:00 Designing effective incentive

Oct 15, 2024 • 32:31

The one with the CX nervous system - Jameson McFarland E185

The one with the CX nervous system - Jameson McFarland E185

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?...CHAPTERS0:00 Introduction1:55 Jameson's Draw to Customer Experience6:30 Creating Effective Customer Experiences 12:21 Impact of CX on Business Results16:26 1st Class Lounge23:40 Challenges in CX and Future Opportunities29:28 Contact Information and closingIf you like CX Passport, I have 3

Oct 8, 2024 • 31:50

The one with yellow iron CX - Lynn Daniel CEO The Daniel Group E184

The one with yellow iron CX - Lynn Daniel CEO The Daniel Group E184

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?...CHAPTERS0:00 Introduction2:06 Improving Dealer Network Experience with Customer Feedback4:55 The Role of Phone Surveys in Customer Experience8:00 Scalability and Digital Solutions9:35 Factors That Engage and Disengage Customers12:30 The Importance of Refer

Oct 1, 2024 • 35:24

The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183

The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183

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?...CHAPTERS0:00 Introduction2:15 Injecting humanity into IT Services5:45 The human approach to the service desk9:04 XLAs instead of SLAs (What are XLAs?)15:45 The Mexican approach to Customer Experience18:13 1st Class Lounge22:52 Airbnb’s customer journey

Sep 24, 2024 • 32:30

The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182

The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182

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?...CHAPTERS0:00 Introduction3:01 Lauren's transition from software implementation to customer experience7:18 The concept of "Agile CX" and how it can benefit organizations11:45 Lauren's experience in the eldercare and end

Sep 17, 2024 • 33:44

The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181

The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181

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?...CHAPTERS0:00 Introduction1:22 The state of customer experience in Ghana and Africa5:16 Understanding cultural and linguistic diversity in Africa9:27 Opportunities in content management and moderation14:06 Positioning Ghana as a long-term BPO hub19:19 1st Class Lounge22:34 The evolution of the BP

Aug 27, 2024 • 33:38

The one with the total experience - Robby Cloninger VP Consulting, Digital Experience at FPT Software E180

The one with the total experience - Robby Cloninger VP Consulting, Digital Experience at FPT Software E180

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?...CHAPTERS0:00 Introduction3:03 Digital transformation and breaking silos to improve experience9:31 Align internal and external communications15:17 Prioritizing customer experience in technology initiative

Aug 20, 2024 • 39:08

The one with the catalyst (not crusader) - Megan Burns Founder Experience Enterprises E179

The one with the catalyst (not crusader) - Megan Burns Founder Experience Enterprises E179

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?...CHAPTERS0:00 Introduction2:26 Going from customer rhetoric to ACTION6:42 Different generations approach to technology 9:27 Don’t prove the ROI of CX?16:45 Experience leadership and change management21:51 1st Class Lounge23:44 Deliver tangible business value through custo

Aug 13, 2024 • 34:21

The one where he unifies CX - Adam Powers CX #OpenToWork E178

The one where he unifies CX - Adam Powers CX #OpenToWork E178

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?...CHAPTERS0:00 Introduction2:06 Unifying CX design across various aspects and industries4:00 Improving customer experience through unification and collaboration   11:43 Customer Experience pushback and testing improves business results14:17 1st Class Lounge21:22 Ways for companies to improve customer experien

Aug 6, 2024 • 31:23

The one with the customized resiliency kit - Sangeetha Rai VP Customer Success Northwestern Mutual E177

The one with the customized resiliency kit - Sangeetha Rai VP Customer Success Northwestern Mutual E177

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?...CHAPTERS0:00 Introduction2:34 Employee resilience in face of AI-driven change7:39 AI's role in customer service, balancing digital solutions with human touch14:31 Embracing flexibility and calculated risks in travel and customer expe

Jul 30, 2024 • 38:08

The one with the epochal growth - Sarah Caminiti Head of US Customer Service at abcam E176

The one with the epochal growth - Sarah Caminiti Head of US Customer Service at abcam E176

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?...CHAPTERS0:00 Introduction1:27 What is Epochal Growth?3:11 The purpose of leadership in customer experience5:48 How to create the RIGHT kind of CX team11:00 Why is the front line undervalued15:17 The reality of being a woman in the tech and CX space18:22 How to make t

Jul 23, 2024 • 36:54

The one with the hidden customer revenue - Anita Toth | The Hidden Revenue Hunter E175

The one with the hidden customer revenue - Anita Toth | The Hidden Revenue Hunter E175

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?...CHAPTERS0:00 Introduction1:49 - Anita's Origin Story in CX4:21 - Addressing Cost-Cutting and Hidden Revenue6:54 - Impact of Cost-Cutting on Customer Experience8:35 - Tactical Ways to Access Hidden Revenue11:44 - Importance of Onboarding in Reducing Churn14:30 - Strategies for E

Jul 16, 2024 • 32:56

The one with the CX tasting menu - Courtney LeBlanc CX #OpenToWork E174

The one with the CX tasting menu - Courtney LeBlanc CX #OpenToWork E174

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?...CHAPTERS0:00 Introduction4:19 What draws you to Customer Experience?7:30 Creating CX customers want13:35 How does Customer Experience create tangible business value17:29 1st Class Lounge23:31 How can companies improve CX today?26:00 How to help

Jul 9, 2024 • 31:21

The one with the CX maven - Sarah Hatter CX Maven & Creator of ElevateCX E173

The one with the CX maven - Sarah Hatter CX Maven & Creator of ElevateCX E173

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?...CHAPTERS0:00 Introduction2:45 Sarah's CX origin story6:46 Importance of Training in CX9:14 Challenges in CX Industry16:00 Community power improving Customer Experience23:33 1st Class Lounge30:59 Examples of doing CX right35:39 Contact info and closingIf

Jul 2, 2024 • 37:43

The one with the Severance TV lessons - Michael Mattson Chief Empathy Officer at Walk A Mile E172

The one with the Severance TV lessons - Michael Mattson Chief Empathy Officer at Walk A Mile E172

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?...CHAPTERS0:00 Introduction1:52 The personal and emotional of insurance6:28 Emotional Intelligence8:56 Personal Growth13:17 Customer Culture in Operational Companies20:52 Human Connection In Business22:57 1st Class Lounge27:53 Which is better? Established customer cultu

Jun 25, 2024 • 32:18

The One Where Chatbots Aren't Enough - Lisa Eyer Head of Client Experience and Business Insights E171

The One Where Chatbots Aren't Enough - Lisa Eyer Head of Client Experience and Business Insights E171

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?...CHAPTERS0:00 Introduction2:24 Individuals or Personas?5:30 Using contact center as customer insights center9:45 CHIEF and the impact on women’s careers13:14 1st Class Lounge17:34 Getting closer to customers in economic downturn21:00 Starting a career as front l

Jun 18, 2024 • 29:05

The one where he just fixes it please - David Balko CX #OpenToWork E170

The one where he just fixes it please - David Balko CX #OpenToWork E170

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?...CHAPTERS0:00 Introduction2:20 Why Customer Experience?4:00 You can only sell a bad product once6:10 David’s past creating desired experiences for VW10:00 Buying a car is like Wimbledon?15:17 Why companies are backing away from experience17:46 1st Class Lounge22:38 What’s missing in customer experie

Jun 11, 2024 • 34:09

The one with real CX research - Nicole Kyle Managing Director CMP E169

The one with real CX research - Nicole Kyle Managing Director CMP E169

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?...CHAPTERS0:00 Introduction1:48 Origins of Nicole’s curiosity4:40 Why focus on customer experience research?7:00 More human psychology in customer experience8:45 Why don't customers use self-service?11:00 The 4 drivers for customer adoption of self-service13:53 1st Class Lounge18:26

May 28, 2024 • 32:02

The one with CX automation - Jasen Williams Global VP Corporate Marketing Verint E168

The one with CX automation - Jasen Williams Global VP Corporate Marketing Verint E168

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?...CHAPTERS0:00 Introduction2:26 Power of storytelling in business6:13 AI allows cost cutting AND better customer experience10:18 Balancing Human and Tech in CX14:40 GREAT example of using AI to improve agent experience16:45 1st Class Lounge21:32

May 21, 2024 • 32:35

The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167

The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167

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?...CHAPTERS0:00 Introduction2:29 Pet Shops and CX Origin Stories4:40 Bad customer experience is expensive7:45 Overcoming skepticism about customer experience9:20 Firefighting vs process improvement with customer experience15:15 Approach to customer experience in Malta17:30 1st Class Lounge22

May 14, 2024 • 34:42

The one with the customer support great day - Jordan Hooker CX #OpenToWork E166

The one with the customer support great day - Jordan Hooker CX #OpenToWork E166

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?...CHAPTERS0:00 Introduction2:30 Why is customer experience important? What drew Jordan to CX?7:00 How to create sustainably good experiences for customers11:29 Contact center insight story at Booster Fuels12:45 1st Class Lounge16:55 What are companies doing wrong in customer experience18:45 Why a

May 7, 2024 • 25:10

The one where org design gets in the way - Silvana Buljan Executive Director Bond EMEA E165

The one where org design gets in the way - Silvana Buljan Executive Director Bond EMEA E165

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?...CHAPTERS0:00 Introduction3:27 Taking customer centricity from buzzword to action7:01 Org design can impede customer centricity11:25 Talent management and customer centricity15:35 Differences in Physical and Digital for customer centricity22:09 1st Class

Apr 30, 2024 • 34:07

The one with the Disney Wisdom - Francesca Tempestini - Employee Experience Advocate E164

The one with the Disney Wisdom - Francesca Tempestini - Employee Experience Advocate E164

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?...CHAPTERS0:00 Introduction2:58 Becoming aware of the importance of customer experience6:56 Developing a reflex for customer experience10:17 Handling customer concerns at Disneyland Paris16:59 What will CX be like for the Paris 2024 Olympics18:49 1st Class Lounge24:18 Getting st

Apr 23, 2024 • 32:53

The one with Customer Trust - Ilenia Vidili Customer Centricity Advisor E163

The one with Customer Trust - Ilenia Vidili Customer Centricity Advisor E163

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?...CHAPTERS0:00 Introduction2:52 Understanding Customer Centricity6:49 The Business Value of Customer Centricity10:42 Consistency and Commitment in Customer Centricity13:31 Building Customer Trust19:05 The Digital Nomad Experience22:49 1st Class Lounge25:58 European Women on Boards (EWOB)29

Apr 16, 2024 • 32:47

The one with LEGO Serious Play - Sirte Pihlaja, CEO & LEGO Serious Play Facilitator E162

The one with LEGO Serious Play - Sirte Pihlaja, CEO & LEGO Serious Play Facilitator E162

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?...CHAPTERS0:00 Introduction2:47 Journalism as a path to customer experience5:48 The importance of creativity as adults10:09 All about LEGO Serious Play15:39 1st Class Lounge23:21 Implementing AI in Customer Experience29:03 State of CX in Finland31:36 Contact info and closingIf

Apr 9, 2024 • 34:17

The one where she’s feral about support - Ashley Hayslett CX #OpenToWork E161

The one where she’s feral about support - Ashley Hayslett CX #OpenToWork E161

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?...CHAPTERS0:00 Introduction2:48 Early Experience in Customer Support4:14 The Joy of Helping People with Customer Support7:41 Bridging Gap Between Customer and Business Decisions13:39 Contact Center as a Customer Insights Center15:48 Heartwarming Story of Turning it Around for Customers2

Apr 2, 2024 • 36:21

The one with the people heroes - Celia Fleischaker CMO at isolved E160

The one with the people heroes - Celia Fleischaker CMO at isolved E160

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?...CHAPTERS0:00 Introduction3:05 Blending Marketing and Experience6:28 Defining Employee Experience8:49 Employee Experience and Tangible Business Value13:50 Employee Expectations and Customer Experience18:26 1st Class Lounge23:03 Employee Concerns about AI26:15 Best examples of Employee and Cu

Mar 26, 2024 • 31:59

The one with mental health and CX - Stephanie Coradin CEO & Founder DEMBO Inc E159

The one with mental health and CX - Stephanie Coradin CEO & Founder DEMBO Inc E159

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?...CHAPTERS0:00 Introduction2:35 Linking Mental Health and Leadership5:25 Mental Health and Customer Experience9:43 Importance of Self Awareness12:27 Hospitality and Customer Experience13:53 Role of Listening and Empathy in Customer Service20:49 1st Class Lounge24:39 Improving Communication and Leadership28:55 Breaking O

Mar 19, 2024 • 32:32

The one with where she’s OG AI - Alyona Medelyan Co-Founder & CEO Thematic E158

The one with where she’s OG AI - Alyona Medelyan Co-Founder & CEO Thematic E158

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?...CHAPTERS0:00 Introduction2:43 Alyona representing OG of AI5:46 Advancements in AI and Language Models8:16 Thematic origin story - Solving customer problems10:26 Democratization of Insights14:29 Understanding Customer Needs in a Post-Survey World16:34 1st Class Lounge22:32 Influence of travel on CX approach25

Mar 12, 2024 • 32:35

The one with outcomes not experiences - Jermaine Edwards B2B Customer Growth Strategist E157

The one with outcomes not experiences - Jermaine Edwards B2B Customer Growth Strategist E157

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?...CHAPTERS0:00 Introduction3:18 CX skepticism in the Boardroom7:35 Which customers should a company care about?11:35 Creating Clarity in Customer Experience12:44 Outcomes or experiences16:18 1st Class Lounge20:18 Operationalizing Customer Revenue & Reputation Growth25:45 Engagement vs Retention31

Mar 5, 2024 • 32:58

The one with the customer service Grandma Golden Rule - Emily Stubbs #OpenToWork E156

The one with the customer service Grandma Golden Rule - Emily Stubbs #OpenToWork E156

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🎧 CHAPTERS0:00 Introduction3:10 Why is CX important to Emily?5:03 Balancing Efficiency and Building Connections6:25 Creating Positive Experiences for Customers8:32 Customer Experience Impact on Business Results9:53 Delivering Personalized Experiences11:47 Avoiding Unintended Brand Promises14:34 1

Feb 27, 2024 • 29:25

The one with the future of Customer Experience - Bill Staikos SVP at Medallia E155

The one with the future of Customer Experience - Bill Staikos SVP at Medallia E155

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?...CHAPTERS0:00 Introduction6:00 The 4 Personas of a CX leader8:30 Future Thinking in Customer Experience11:00 The promise of Gen AI for customer experience16:15 The evolution of CX as a discipline19:12 Change Management and CXOs20:141st Class Lounge26:02 Driving Change with CX30:32 Advice for CX professionals33:1

Feb 20, 2024 • 36:18

The one with the eyes and ears of your brand - Milagros Gonzales, Ambassador Marketing Manager | Gorgias E154

The one with the eyes and ears of your brand - Milagros Gonzales, Ambassador Marketing Manager | Gorgias E154

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?...CHAPTERS0:00 Introduction2:52 Knowledge to Experience4:51 Empathy in Customer Experience7:18 The Undervalued Front Line9:29 Moving from cost center to revenue generator14:38 Customer stories to drive improvement17:23 1st Class Lounge23:05 Why haven’t all compa

Feb 13, 2024 • 35:06

The one with LinkedIn trust & confidence - Sam Stern LinkedIn Sr Mgr Customer Experience E153

The one with LinkedIn trust & confidence - Sam Stern LinkedIn Sr Mgr Customer Experience E153

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?...CHAPTERS0:00 Introduction4:04 Customer Experience at LinkedIn9:11 Converting Insights into Action at LinkedIn17:00 Creating a customer-centric culture21:56 Customer Culture Success stories - Cleveland Clinic27:46 1st Class Lounge32:17 Customer Experien

Feb 6, 2024 • 39:05

The one where we amplify the CX job seeker - Adam Haesler #OpenToWork E152

The one where we amplify the CX job seeker - Adam Haesler #OpenToWork E152

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?...CHAPTERS0:00 Introduction4:17 Adam’s journey into customer experience6:08 Focus on Outcomes over Outputs8:04 Using Scientific Method in CX13:14 Connecting Business Results and Customer Experience14:30 Reducing cust

Jan 30, 2024 • 31:15

The one with the CX Procenaissance - Rick Denton Host and Managing Principal at EX4CX E151

The one with the CX Procenaissance - Rick Denton Host and Managing Principal at EX4CX E151

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?...CHAPTERS0:00 Introduction2:25 The year of CX Reckoning8:07 Procenaissance - Fix Customer Experience in 202410:20 Origin story of Process & CX15:40 $50 Million in increased revenue19:10 Closing and seeking feedbackIf you like CX Passport, I have 3 quick requests:✅Subscribe to the

Jan 23, 2024 • 22:14

The one with the CX teenage years - Andrew Carothers Digital CX Leader Cisco Systems E150

The one with the CX teenage years - Andrew Carothers Digital CX Leader Cisco Systems E150

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?...CHAPTERS0:00 Introduction2:02 What does successful digital CX look like?5:16 The role of AI in customer experience?13:05 The importance of process in customer experience17:16 How global influences customer experience approach18:53 1st Class Lounge24:43 The teenage years of CX / Customer Expe

Jan 16, 2024 • 35:14

The one with three customer loyalty tiers | Ali Cudby Co-Founder & CEO Alignmint Growth Strategies E149

The one with three customer loyalty tiers | Ali Cudby Co-Founder & CEO Alignmint Growth Strategies E149

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?...CHAPTERS0:00 Introduction2:17 The Importance of Customer Loyalty6:02 Loyalty evolution example from New York Times9:50 Three Tiers of Customer Loyalty15:48 Front of House / Back of House - Inspiration from “Bear”19:23 1st Class Lounge24:08 Ori

Jan 9, 2024 • 36:38

The one with Content, Culture, and CX | Paul Banks Founder & Chief of Different Thinking at Javelin Content Management E148

The one with Content, Culture, and CX | Paul Banks Founder & Chief of Different Thinking at Javelin Content Management E148

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?...CHAPTERS0:00 Introduction3:32 Helping businesses communicate and create emotional attachments9:15 Content marketing influencing customer experience14:45 Avoid the trap of brands forgetting the humans19:08 Dangers of brand damage from human c

Jan 2, 2024 • 40:58

The One with the 2023 First Class Holiday Special part 2 - Various CX Passport Guests E147

The One with the 2023 First Class Holiday Special part 2 - Various CX Passport Guests E147

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 147Thank 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 Intro1:08 Phil Davis - Czech Republic5:42 Claire Boscq - UAE11:26 Eli Weiss - USA15:20 Mercer Smith - USA19:21 Vimal Rai - Dubai23

Dec 26, 2023 • 27:31

The One with the 2023 First Class Holiday Special part 1 - Various CX Passport Guests E146

The One with the 2023 First Class Holiday Special part 1 - Various CX Passport Guests E146

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 146Thank 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?...CHAPTERS0:00 Intro1:37 Megan Bassler - USA6:18 Tshili 'Chili' Khupe - UK10:31 Jennifer Meunier - Brazil15:11 Tyler Saxey - USA18:32 Sa

Dec 19, 2023 • 29:08

The one with Spotify Customer Service - Rajiv Vellodi VP Global Customer Service Spotify E145

The one with Spotify Customer Service - Rajiv Vellodi VP Global Customer Service Spotify E145

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?...CHAPTERS0:00 Introduction2:29 What’s Rajiv’s top Spotify playlist?3:10 Global Customer Support at Spotify5:20 Blending GE, Hilton, Amazon career experience at Spotify10:36 Managing Global Customer Service for high visibility brand like Spotify

Dec 12, 2023 • 38:05

The one with the human experience - NYT Bestseller Joseph Michelli CEO The Michelli Experience E144

The one with the human experience - NYT Bestseller Joseph Michelli CEO The Michelli Experience E144

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?...CHAPTERS0:00 Introduction2:09 Airbnb and Mercedes’ customer experience strategies8:14 Balancing operational incentives with customer experience11:38 Prioritizing human interaction in customer service15:50 Solving for gamification in customer feedback19:00 Joseph’s radio career influencing CX

Dec 5, 2023 • 32:09

The one with the profitable rule breaker - Zoe Kahn Manager CX & Retention at Chomps E143

The one with the profitable rule breaker - Zoe Kahn Manager CX & Retention at Chomps E143

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?...CHAPTERS0:00 Introduction2:40 CX & retention role at Chomps7:10 Planet Fitness Front desk job influencing CX today10:32 Breaking CX rules. Creating customer empathy13:45 CX & Retention…simliar and different17:30 Fitness competitions inspiring customer

Nov 28, 2023 • 37:53

The one with the two hour design sprint - Teresa Cain Author Solving Problems in 2 Hours E142

The one with the two hour design sprint - Teresa Cain Author Solving Problems in 2 Hours E142

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?...CHAPTERS0:00 Introduction2:18 Why is 2 Hour Sprint necessary4:30 Overcoming risks of 2 hour sprints6:10 Scoping the right challenge for a sprint8:00 Logistic tips for 2 hour sprints9:40 From Liberal Arts to UX and Design13:50 Product teams using contact center customer insights17:19

Nov 21, 2023 • 32:51

The one with Sun Country Airlines customer service - Jeremy Hyde | Director Customer Support at Sun Country Airlines E141

The one with Sun Country Airlines customer service - Jeremy Hyde | Director Customer Support at Sun Country Airlines E141

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?...CHAPTERS0:00 Introduction3:39 Customer service approach and preventing future issues7:35 Using data and feedback to improve airline customer experience12:34 Customer service challenges and employee engagement in the airline industry. 19:1

Nov 14, 2023 • 38:22

The one with with global reach and local experience - Sarah Baker | Director, Global CX at KFC E140

The one with with global reach and local experience - Sarah Baker | Director, Global CX at KFC E140

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?...🎧CHAPTERS0:00 Introduction3:15 KFC’s global experience management4:20 Shaking up current understanding of customer8:10 Using failure points to grow and get better10:00 How to REALLY put the customer at the center13:10 Customer story to influence decision

Nov 7, 2023 • 34:07

The one with the CX marriage officiant - Nate Brown, Co-founder CX Accelerator E139

The one with the CX marriage officiant - Nate Brown, Co-founder CX Accelerator E139

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?...CHAPTERS0:00 Introduction2:34 Why does community matter?4:10 Launching the CX Accelerator community6:15 Selectivity and diversity in community7:45 Community as the next sales marketing10:15 CX community solving loneliness epidemic15:35 Starting a career on the customer front line22:19 1st Class Lounge25:45

Oct 31, 2023 • 35:05

The one where he's curious...not judgmental - Tim Kyse, VP of Customer Experience at Openly E138

The one where he's curious...not judgmental - Tim Kyse, VP of Customer Experience at Openly E138

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 en

Oct 24, 2023 • 35:25

The one with the bot baggage - Rob Dwyer, Vice President Customer Engagement | Happitu E137

The one with the bot baggage - Rob Dwyer, Vice President Customer Engagement | Happitu E137

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?...🎧CHAPTERS0:00 Introduction5:30 AI in contact centers and its potential uses and limitations12:37 AI-powered virtual assistants and their future in customer service18:45 Tips for technology vendors and purchasers20:26 1st Class Lounge24:30 Umpiring and CX lessons33:37 Con

Oct 17, 2023 • 36:30

The one where they win best customer team | Jennifer Meunier Head of CX & Product @ G4 Educação E136

The one where they win best customer team | Jennifer Meunier Head of CX & Product @ G4 Educação E136

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?...CHAPTERS0:00 Introduction3:11 What is G4 Educação?5:00 Company growth, customer focus, and team building in a startup environment10:00 Breaking down silos for customer experience11:20 Hospitality industry as an influence for education space14:36 Hospitality and customer

Oct 10, 2023 • 34:13

The one with the handwritten note - Rick Elmore, CEO Simply Noted - E135

The one with the handwritten note - Rick Elmore, CEO Simply Noted - E135

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?...🎧CHAPTERS0:00 Introduction2:33 Genesis of Simply Noted7:00 What if they know it’s a machine?9:36 Personal connection equals business results13:17 Overcoming resistance15:15 How his athletic career (NFL, y’all!) influences his corporate career17:33 1st Class Lounge22:10 Getting customer feedback26:00 Making high touch highly

Oct 3, 2023 • 30:26

The one where he goes beyond CX - Vimal Rai Managing Partner, Commercial Excellence Partners E134

The one where he goes beyond CX - Vimal Rai Managing Partner, Commercial Excellence Partners E134

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?...🎧CHAPTERS0:00 Introduction3:05 The broken aviation industry8:55 Why Brussels Airport is a great customer experience13:00 He is DONE with customer experience17:45 Contrasting Singapore and Dubai23:03 1st Class Lounge28:30 The emotional (revenue driving!) impact of

Sep 26, 2023 • 34:35

The one with AI – Ben Wright, Co-founder Jiffy E133

The one with AI – Ben Wright, Co-founder Jiffy E133

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 closingIf you like C

Sep 19, 2023 • 27:39

The one where he elevates – Wes Dudley, VP Customer Experience at Broad River Retail E132

The one where he elevates – Wes Dudley, VP Customer Experience at Broad River Retail E132

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 Loun

Sep 12, 2023 • 31:09

VACAY RERUN - The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Director, Global VOC & Omni | Foot Locker E131

VACAY RERUN - The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Director, Global VOC & Omni | Foot Locker E131

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?...CHAPTERS0:00 Introduction2:50 What a Customer Experience role should be3:41 How do you act on what you le

Sep 5, 2023 • 33:28

VACAY RERUN - The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E130

VACAY RERUN - The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E130

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

Aug 22, 2023 • 42:45

The one with elephant level emotional intelligence – Sandra Thompson, Founder Ei Evolution E129

The one with elephant level emotional intelligence – Sandra Thompson, Founder Ei Evolution E129

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

Aug 8, 2023 • 37:48

The one with the CX hot roll - Eli Weiss, Sr Dir Customer Experience | Jones Road Beauty E128

The one with the CX hot roll - Eli Weiss, Sr Dir Customer Experience | Jones Road Beauty E128

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?...🎧CHAPTERS0:00 Introduction2:32 A customer experience renaissance4:29 Why are Customer teams under threat today?8:08 The core role of a customer leader10:45 How to listen to D2C customers17:10 Moving to action19:25 Travel stories show the heart of customer experi

Aug 1, 2023 • 35:47

The one with the CX Feng Shui - Claire Boscq, BizShui Creator E127

The one with the CX Feng Shui - Claire Boscq, BizShui Creator E127

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?...🎧CHAPTERS0:00 Introduction2:33 BizShui, FengShui and Customer Experience4:50 How convince others of the value of BizShui7:03 How did Claire's Disney experience set the stage for great CX?13:00 Fabulous and 50! Campaign18:10 Customer Experience and Dubai, UAE21:40 1st Class Lounge26:29 Helping leaders create gr

Jul 25, 2023 • 31:54

The one with the real results - Neha Dutta VP Digital Client Success Lead at EXL E126

The one with the real results - Neha Dutta VP Digital Client Success Lead at EXL E126

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?...🎧CHAPTERS0:00 Introduction04:41 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

Jul 18, 2023 • 31:56

The one with marketing malpractice - Alan Hale President Consight Marketing Group E125

The one with marketing malpractice - Alan Hale President Consight Marketing Group E125

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?...CHAPTERS0:00 Introduction2:09 B2B is NOT the same as B2C7:58 Customer Experience is “circling the drain?”13:45 Don’t be fooled by LinkedIn influencers. Marketing is NOT simple17:34 1st Class Lounge21:10 AI will solve everything…or it will destroy the world23:

Jul 11, 2023 • 30:59

The one with that career coach - Kendall Berg, Founder of That Career Coach E124

The one with that career coach - Kendall Berg, Founder of That Career Coach E124

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?...CHAPTERS0:00 Introduction3:20 Getting into career coaching5:45 Growing your career through being customer focused9:20 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 now18:45 Wait? What?

Jul 4, 2023 • 37:23

The one with the Customer Profitability - Evan Klein, Founder & President Satrix Solutions E123

The one with the Customer Profitability - Evan Klein, Founder & President Satrix Solutions E123

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?...CHAPTERS0:00 Introduction2:45 Customer experience epiphanies6:35 Triggers that move a company to focus on CX9:20 The path to profitability13:53 Doesn’t have to be a new process16:20 Scottsdale area travel secrets18:11 1st Class Lounge21:37 Employe

Jun 27, 2023 • 32:34

The one with the CX bartender - Tshili Khupe Head of LTVplus Strategic Partnerships E122

The one with the CX bartender - Tshili Khupe Head of LTVplus Strategic Partnerships E122

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?...CHAPTERS0:00 Introduction2:58 How to listen to the customer6:40 Turning a contact center to a customer insights center9:46 Motivating brands to amplify their contact center12:15 Adult toy customer insights15:25 Engaging the front line for cu

Jun 20, 2023 • 31:22

The one with the DNA Experience - Sherry Grissom & Melissa Spears of Illumina E121

The one with the DNA Experience - Sherry Grissom & Melissa Spears of Illumina E121

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!]CHAPTERS0:00 Introduction2:47 What does Illumina do?5:10 Why is Customer Experience needed in genomics?7:50 Balancing legacy with innovation in customer experience10:40

Jun 13, 2023 • 35:27

The one with the customer mix tape - Amy Brown, CEO of Authenticx E120

The one with the customer mix tape - Amy Brown, CEO of Authenticx E120

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?...CHAPTERS0:00 Introduction2:19 Unlocking patient insight from conversations4:18 The inspiration from growing up in medicine6:15 In 8th grade and on a heart transplant flight?!8:41 The crushing complexity of healthcare industry11:19 A billing call isn’t JUST a bill

Jun 6, 2023 • 31:24

The one with the call center’s call center - Gary Pudles, President & CEO AnswerNet E119

The one with the call center’s call center - Gary Pudles, President & CEO AnswerNet E119

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?...CHAPTERS0:00 Introduction2:22 Changing ways customers contact brands today4:29 Blending digital and human in customer contact7:35 An INTRIGUING option for Small Business contacts13:19 Front line employee engagement17:45 Cuba and Caymans in one tr

May 30, 2023 • 34:50

The one with Omotenashi - George Nagatsuka - Founder Discover Xciting Japan E118

The one with Omotenashi - George Nagatsuka - Founder Discover Xciting Japan E118

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?...CHAPTERS0:00 Introduction2:45 Omotenashi - What drives the Japanese customer service focus?7:33 Comparing Japanese to US/Western Customer Service11:31 Unique Japanese travel experiences16:26 First Class Lounge21:54 How does GE process experience influence CX today?24:49 Variability of the Asian customer experien

May 23, 2023 • 33:52

The one with the relational collateral - Phil Davis - Pastor, Faith Community Church (Prague) E117

The one with the relational collateral - Phil Davis - Pastor, Faith Community Church (Prague) E117

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 humanit

May 16, 2023 • 36:13

The one with 2 T-Rexes and 2 Pennies - Mercer Smith, VP CX Insights and Community at Partner Hero E116

The one with 2 T-Rexes and 2 Pennies - Mercer Smith, VP CX Insights and Community at Partner Hero E116

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?...CHAPTERS0:00 Introduction2:32 Using communities to better the Customer Experience world4:45 What makes a GOOD community?9:33 Elevate the customer insights from the front-line13:59 Providing the support and language for mental wellness16:08 1st Class Lounge20:47

May 9, 2023 • 32:45

The one with expanding representation & BPO partnerships - Megan Bassler VP Strategic Partnerships at OP360 E115

The one with expanding representation & BPO partnerships - Megan Bassler VP Strategic Partnerships at OP360 E115

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?...CHAPTERS0:00 Introduction2:44 The partnership role and OP3604:29 Jet fuel for career learning - BPO industry9:00 Expanding representation and diversity in BPO leadership12:31 Practical tips for creating Communities18:36 AI and the BPO

May 2, 2023 • 36:04

The one with the customer first downs - Jeff Krogman SVP MasterCard E114

The one with the customer first downs - Jeff Krogman SVP MasterCard E114

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?...CHAPTERS0:00 Introduction2:34 Jeff’s role at MasterCard4:04 How to keep “non-customer” roles focused on the customer6:40 A wide spectrum of “customer” for MasterCard8:35 What does Voice of the Customer look like across a wide customer spectrum10:27 Listening to all B2B customer types12:35

Apr 25, 2023 • 34:02

The one with the Changi experience - Andrew Tan Director Airport Ops Consultancy Changi Airport Group E113

The one with the Changi experience - Andrew Tan Director Airport Ops Consultancy Changi Airport Group E113

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?...CHAPTERS0:00 Introduction3:41 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 Captain11:32 The airport attracts the community 13:26 What to d

Apr 18, 2023 • 35:53

The one with the beverage customer experience - Gabriela Amaral, Global Cust Satisfaction Manager - AB InBev E112

The one with the beverage customer experience - Gabriela Amaral, Global Cust Satisfaction Manager - AB InBev E112

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?...CHAPTERS0:00 Introduction2:58 From tech university degrees to leading global customer experience5:22 Creating great customer experience for B2B customers9:25 Your CX Passport Captain15:03 A taste of Brazil17:36 1st Class Lounge20:54 Creating a culture focused on CX in a resu

Apr 11, 2023 • 30:19

The one with the CX orchestration - Mark Slatin CX Advisor at EmpoweredCX E111

The one with the CX orchestration - Mark Slatin CX Advisor at EmpoweredCX E111

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?...CHAPTERS0:00 Introduction2:12 Tangible experience in CX3:58 What’s the role of a CX leader?6:48 How to move customer experience initiatives forward…successfully9:19 Inspiring change using the customer’s story12:27 We’re still justifying the ROI of Customer Experience?16:38 1st Class Lounge20:11 How to get better

Apr 4, 2023 • 30:10

The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Dir, Global VOC & Omni at Foot Locker E110

The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Dir, Global VOC & Omni at Foot Locker E110

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?...CHAPTERS0:00 Introduction2:50 What a Customer Experience role should be3:41 How do you act on what you learn from the customer?8:49 Your CX Passport Captain9:15 Stacking wins on wins -The Foot Locker customer experience journey14:43 How to learn from and deliver for

Mar 28, 2023 • 33:28

The one with the Uber of BPOs - Claas van Delden, Chief Growth Officer for yoummday - E109

The one with the Uber of BPOs - Claas van Delden, Chief Growth Officer for yoummday - E109

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🎧CHAPTERS0:00 Introduction2:10 An Uber-platform for BPOs?5:00 Why are

Mar 21, 2023 • 35:48

The one with the better Crypto Customer Experience - Clemens Behrend of Web3CX E108

The one with the better Crypto Customer Experience - Clemens Behrend of Web3CX E108

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 a

Mar 14, 2023 • 27:39

The one with United Airlines Customer Experience - Bryan Stoller Global Head of Customer Care United Airlines E107

The one with United Airlines Customer Experience - Bryan Stoller Global Head of Customer Care United Airlines E107

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 re

Mar 7, 2023 • 48:27

The one with the simplicity of CX - Evas Bazirakakye E106

The one with the simplicity of CX - Evas Bazirakakye E106

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

Feb 28, 2023 • 31:12

The one with the convergence of clarity and surprise - Jared Fink of Siegel+Gale E105

The one with the convergence of clarity and surprise - Jared Fink of Siegel+Gale E105

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 r

Feb 21, 2023 • 32:12

The one with the patient choice awakening - Ben Seals CEO Thomas Eye Group S2E104

The one with the patient choice awakening - Ben Seals CEO Thomas Eye Group S2E104

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

Feb 14, 2023 • 33:31

The one where chatGPT visits CX Passport - E103

The one where chatGPT visits CX Passport - E103

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 custom

Feb 7, 2023 • 18:35

The one with the housekeepers' customer insight - Mike Kuenne S2E102

The one with the housekeepers' customer insight - Mike Kuenne S2E102

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 del

Jan 31, 2023 • 31:57

The one with the swear jar for the word 'survey' - Tanya Fowler S2E101

The one with the swear jar for the word 'survey' - Tanya Fowler S2E101

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✈️Gr

Jan 24, 2023 • 35:21

The one with the Hilton light and warmth of hospitality - Mike Gathright SVP Customer Experience Hilton E100

The one with the Hilton light and warmth of hospitality - Mike Gathright SVP Customer Experience Hilton E100

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

Jan 17, 2023 • 39:52

The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E99

The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E99

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 som

Jan 10, 2023 • 43:45

The one where Oman is the Switzerland of the Middle East - Codin Caragea E98

The one where Oman is the Switzerland of the Middle East - Codin Caragea E98

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 Cu

Jan 3, 2023 • 30:12

2022 First Class Holiday Special - Great Former CX Passport Guests E97

2022 First Class Holiday Special - Great Former CX Passport Guests E97

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 - USAGregorio Uglioni - SwitzerlandTroy Figgins - USALaise Pôrto - BrazilAarthi Murali - USAGeorges Essama - CameroonHoste

Dec 27, 2022 • 33:30

The one where remote work is NOT one size fits all - Anne Bibb E96

The one where remote work is NOT one size fits all - Anne Bibb E96

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

Dec 20, 2022 • 32:24

The one where they sell smiles - April Obersteller E95

The one where they sell smiles - April Obersteller E95

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 busi

Dec 13, 2022 • 34:53

The one with the war in Ukraine and customer experience - Anastasia Vladychynska E94

The one with the war in Ukraine and customer experience - Anastasia Vladychynska E94

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

Dec 6, 2022 • 32:01

The one with Customer Experience and the hashtag - Jeremy Watkin E93

The one with Customer Experience and the hashtag - Jeremy Watkin E93

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

Nov 29, 2022 • 34:39

The one with the Voice of Service - Craig Stoss E92

The one with the Voice of Service - Craig Stoss E92

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 abo

Nov 22, 2022 • 32:51

The one with the Cameroon customer experience evolution - Georges Essama E91

The one with the Cameroon customer experience evolution - Georges Essama E91

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�

Nov 15, 2022 • 32:54

The one where surfing proves Good CX is Good Business - Tony Sanchez E90

The one where surfing proves Good CX is Good Business - Tony Sanchez E90

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 BEI

Nov 8, 2022 • 33:55

The one with a new CX Sheriff in town - Amanda Ono E89

The one with a new CX Sheriff in town - Amanda Ono E89

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

Nov 1, 2022 • 34:01

The one where they're curious about CX - Karl Sharicz E88

The one where they're curious about CX - Karl Sharicz E88

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 $

Oct 25, 2022 • 30:59

The one with the BPO whisperer - Fred Shadding E87

The one with the BPO whisperer - Fred Shadding E87

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&apo

Oct 18, 2022 • 33:47

The one where Fish And Chips Leads to Customer Success - Ryan Noakes E86

The one where Fish And Chips Leads to Customer Success - Ryan Noakes E86

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👨

Oct 11, 2022 • 29:58

The one where he does B2B Customer Experience Better - Jim Tincher E85

The one where he does B2B Customer Experience Better - Jim Tincher E85

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

Oct 4, 2022 • 33:33

The one with neurodiverse, patient and reimagined experiences - Shawn Nason E84

The one with neurodiverse, patient and reimagined experiences - Shawn Nason E84

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👉

Sep 27, 2022 • 36:24

The one with amazing fan experience at world famous events - Matt Lynch E83

The one with amazing fan experience at world famous events - Matt Lynch E83

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👷‍♀️No

Sep 20, 2022 • 34:53

The one where he goes from insight to action - Ken Peterson E82

The one where he goes from insight to action - Ken Peterson E82

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 dimini

Sep 13, 2022 • 34:27

The one with the Co-creation for the Modern Union - Brian Elliott E81

The one with the Co-creation for the Modern Union - Brian Elliott E81

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

Sep 6, 2022 • 30:28

The one where Red is the new green of KPIs - Cristina Popa E80

The one where Red is the new green of KPIs - Cristina Popa E80

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 wonder

Aug 30, 2022 • 32:45

The one where they create a customer insights team from scratch - Jared Gebers & Audrey Anderson E79

The one where they create a customer insights team from scratch - Jared Gebers & Audrey Anderson E79

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 feelin

Aug 23, 2022 • 35:37

The one with the burgers, the mojitos and the airline loyalty - Mark Ross-Smith E78

The one with the burgers, the mojitos and the airline loyalty - Mark Ross-Smith E78

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!🍔🍹

Aug 16, 2022 • 31:24

The one with the BPO Brand Love- Jose Herrera E77

The one with the BPO Brand Love- Jose Herrera E77

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

Aug 9, 2022 • 30:26

The one with customer experience for turbulent times - Mary Drumond E76

The one with customer experience for turbulent times - Mary Drumond E76

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 hea

Aug 2, 2022 • 33:20

The One With The Empathy And The Spreadsheet - Vaishali Dialani E75

The One With The Empathy And The Spreadsheet - Vaishali Dialani E75

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 a

Jul 26, 2022 • 32:20

The one with the Happiness of King’s Hawaiian - Troy Figgins E74

The one with the Happiness of King’s Hawaiian - Troy Figgins E74

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 h

Jul 19, 2022 • 37:24

SUMMER VACAY RERUN - "The One With The Sunday Sickness Cure" E6

SUMMER VACAY RERUN - "The One With The Sunday Sickness Cure" E6

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.

Jul 12, 2022 • 26:14

The one where memories matter - Gus Imhof E72

The one where memories matter - Gus Imhof E72

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 c

Jul 5, 2022 • 32:22

The one with the Chief People Officer and the King of CX - Esra Beyzadeoğlu & Buğra Asfuroğlu E71

The one with the Chief People Officer and the King of CX - Esra Beyzadeoğlu & Buğra Asfuroğlu E71

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"📲Th

Jun 28, 2022 • 35:21

PRIDE Rerun - The one with Return on EQUALITY - Todd Sears E13

PRIDE Rerun - The one with Return on EQUALITY - Todd Sears E13

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 dif

Jun 21, 2022 • 32:03

The one with the kryptonite of Voice of the Customer - Lisa Nance E69

The one with the kryptonite of Voice of the Customer - Lisa Nance E69

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

Jun 14, 2022 • 34:08

The one with the Dashers vs Defenders - Dennis Wakabayashi E68

The one with the Dashers vs Defenders - Dennis Wakabayashi E68

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 St

Jun 7, 2022 • 31:17

The one with salty client honesty - Michael Hinshaw E67

The one with salty client honesty - Michael Hinshaw E67

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 dri

May 31, 2022 • 31:56

Vacay RERUN - The one with all the gold dust - Gavin Scott E32

Vacay RERUN - The one with all the gold dust - Gavin Scott E32

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 st

May 24, 2022 • 34:27

The one with the digital irrelevance antidote - Howard Tiersky E65

The one with the digital irrelevance antidote - Howard Tiersky E65

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 o

May 17, 2022 • 36:54

The One Where the Journey is the Truth - Jochem van der Veer E64

The One Where the Journey is the Truth - Jochem van der Veer E64

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

May 10, 2022 • 34:18

The one where she transforms lives…one customer at a time - Desirree Madison Biggs E63

The one where she transforms lives…one customer at a time - Desirree Madison Biggs E63

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 s

May 3, 2022 • 33:26

The one with the 3 P’s of CX - Laise Porto E62

The one with the 3 P’s of CX - Laise Porto E62

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 Pass

Apr 26, 2022 • 31:48

The one with CSX (Customer SERVICE Experience) - Alex Mead E61

The one with CSX (Customer SERVICE Experience) - Alex Mead E61

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&a

Apr 19, 2022 • 33:20

The one with the in-flight entertainment - Corinne Streichert E60

The one with the in-flight entertainment - Corinne Streichert E60

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

Apr 12, 2022 • 30:24

"The one with the 1% Diamond Insight" - Gürol Kurt E59

"The one with the 1% Diamond Insight" - Gürol Kurt E59

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🤩Wha

Apr 5, 2022 • 30:45

“The one with the CX Goalkeeper” - Gregorio Uglioni E58

“The one with the CX Goalkeeper” - Gregorio Uglioni E58

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 "Tran

Mar 29, 2022 • 34:35

"The one with the Minister of Happiness” - Faran Niaz E57

"The one with the Minister of Happiness” - Faran Niaz E57

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

Mar 22, 2022 • 34:55

“The one with #SheDrives, Chip Shortages and STUNNING Personalization” Hussein Dajani E56

“The one with #SheDrives, Chip Shortages and STUNNING Personalization” Hussein Dajani E56

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!

Mar 15, 2022 • 35:52

RERUN "The one with the CX controversy" - Nic Zeisler E19

RERUN "The one with the CX controversy" - Nic Zeisler E19

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 belowEpisode S1E19 welcomes Nic Zeisler of Zeisler Consulting http://z

Mar 8, 2022 • 35:16

"The one where she designs experiences at Cirque du Soleil…and beyond!" - Carolene Méli E54

"The one where she designs experiences at Cirque du Soleil…and beyond!" - Carolene Méli E54

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�

Mar 1, 2022 • 35:44

"The one with sake, churrascarias, CX controversies and 4 steps to CX glory" - Jimmy Hosang E53

"The one with sake, churrascarias, CX controversies and 4 steps to CX glory" - Jimmy Hosang E53

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 Ed

Feb 22, 2022 • 36:53

“The one with Human to Human banking” - Aarthi Murali E52

“The one with Human to Human banking” - Aarthi Murali E52

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 yo

Feb 15, 2022 • 32:13

"The one with the Dark Side of CX" - Mike Bartlett E51

"The one with the Dark Side of CX" - Mike Bartlett E51

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

Feb 8, 2022 • 31:56

"The one with the Customer Experience Field Manual” - Jeff Sheehan E50

"The one with the Customer Experience Field Manual” - Jeff Sheehan E50

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

Feb 1, 2022 • 32:45

"The one with a ‘More Than Perfect’ cruise experience” - Paul Rutter E49

"The one with a ‘More Than Perfect’ cruise experience” - Paul Rutter E49

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

Jan 25, 2022 • 32:11

"The one where Pest Control Saves Lives" Matt Beckwith E48

"The one where Pest Control Saves Lives" Matt Beckwith E48

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

Jan 18, 2022 • 34:18

"The one where Design Thinking unlocks the creativity of your childhood" - Seda Alpkaya E47

"The one where Design Thinking unlocks the creativity of your childhood" - Seda Alpkaya E47

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 kn

Jan 11, 2022 • 32:25

"The one with igniting passion for Customer Experience in the Arab region" - Olga Budieri E46

"The one with igniting passion for Customer Experience in the Arab region" - Olga Budieri E46

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 custome

Jan 4, 2022 • 31:20

"The one with the Holiday First Class Lounge Collection (Part 2)" - Various E45

"The one with the Holiday First Class Lounge Collection (Part 2)" - Various E45

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, Se

Dec 28, 2021 • 28:09

"The one with the Holiday First Class Lounge Collection (Part 1)" - Various E44

"The one with the Holiday First Class Lounge Collection (Part 1)" - Various E44

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 MillerHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Dec 21, 2021 • 24:59

"The one with First, Better or Different" - Mike Verret E43

"The one with First, Better or Different" - Mike Verret E43

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 solution100% of it is important to you…but only 3-5% of that is important to your customer aud

Dec 14, 2021 • 39:15

“The one where CX is Yoga” - Jay Thattai E42

“The one where CX is Yoga” - Jay Thattai E42

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

Dec 7, 2021 • 30:59

"The one with VOC...Voice of the Candidate" John Bradley E41

"The one with VOC...Voice of the Candidate" John Bradley E41

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 o

Nov 30, 2021 • 30:37

"The one where there is no one ideal customer" Elaine Lee E40

"The one where there is no one ideal customer" Elaine Lee E40

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

Nov 23, 2021 • 33:56

"The one where we Start Reverse" Andre Wiringa E39

"The one where we Start Reverse" Andre Wiringa E39

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🎭👩‍🎤👨‍🎤Ca

Nov 16, 2021 • 33:25

"The one with the Mad Max world of travel today" Mindy Lentz E38

"The one with the Mad Max world of travel today" Mindy Lentz E38

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 Fatig

Nov 9, 2021 • 30:52

"The one with People Dependent Return on Investment" Cristina Herrera E37

"The one with People Dependent Return on Investment" Cristina Herrera E37

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 no

Nov 2, 2021 • 30:30

"The one where we go (back!) to the movies! Yay!" Todd Weishaar E36

"The one where we go (back!) to the movies! Yay!" Todd Weishaar E36

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’r

Oct 26, 2021 • 31:13

"The one where BPOs are true partners" John Billings E35

"The one where BPOs are true partners" John Billings E35

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 nee

Oct 19, 2021 • 29:14

"The one with a seamless customer journey" Ido Bernstein-HaCohen E34

"The one with a seamless customer journey" Ido Bernstein-HaCohen E34

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 convers

Oct 12, 2021 • 32:57

"The one with cool visual merchandising" Daniel Black E33

"The one with cool visual merchandising" Daniel Black E33

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

Oct 5, 2021 • 28:56

"The one with all the gold dust" Gavin Scott E32

"The one with all the gold dust" Gavin Scott E32

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 soc

Sep 28, 2021 • 34:27

"The one with Shep's new book 'I'll Be Back'" Shep Hyken E31

"The one with Shep's new book 'I'll Be Back'" Shep Hyken E31

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 customersWhat is the F-bomb of Customer Service?Moments of magic, misery...and mediocrityCreating an "I'll Be Back Culture"Just as important to avoid "meh" momentsDon't confuse a repeat cu

Sep 21, 2021 • 35:00

"The one with Damian’s great phrases" Damian Miller E30

"The one with Damian’s great phrases" Damian Miller E30

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

Sep 14, 2021 • 31:42

"The one with a natural curiosity about the world" Tom DeWitt, Ph.D. E29

"The one with a natural curiosity about the world" Tom DeWitt, Ph.D. E29

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 t

Sep 7, 2021 • 42:39

"The one with the cultural heartbeat" Clinton Cohen E28

"The one with the cultural heartbeat" Clinton Cohen E28

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 wit

Aug 31, 2021 • 31:26

"The one with the iconic American road trip" Alec Dalton E27

"The one with the iconic American road trip" Alec Dalton E27

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 t

Aug 24, 2021 • 32:41

"The one where he creates global retail destinations" Cliff Crosbie E26

"The one where he creates global retail destinations" Cliff Crosbie E26

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 experience

Aug 17, 2021 • 29:49

"The one where CX is cultivated" Katie Stabler E25

"The one where CX is cultivated" Katie Stabler E25

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 o

Aug 10, 2021 • 29:09

"The one with all the CX leadership skills" Jo Boswell E24

"The one with all the CX leadership skills" Jo Boswell E24

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

Aug 3, 2021 • 33:29

"The one with The Magic...Really!...The Orlando Magic!" - Katie Miller E23

"The one with The Magic...Really!...The Orlando Magic!" - Katie Miller E23

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 MagicLearn how Katie drives those amazing life moment, fan experiences. Understand how the team

Jul 27, 2021 • 28:28

"The one about matching hurry with hurry" - Stephen Grygar E22

"The one about matching hurry with hurry" - Stephen Grygar E22

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 l

Jul 20, 2021 • 31:08

"The one with unexpected experiences for people" - Brian Campbell & Mike Dzura E21

"The one with unexpected experiences for people" - Brian Campbell & Mike Dzura E21

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

Jul 13, 2021 • 31:57

"The one with great Fan Experience" - Erin Swales E20

"The one with great Fan Experience" - Erin Swales E20

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

Jul 6, 2021 • 28:51

"The one with the CX controversy" - Nic Zeisler E19

"The one with the CX controversy" - Nic Zeisler E19

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 Z

Jun 29, 2021 • 35:16

"The one with the Singapore of Africa" - Jonathan Daniels E18

"The one with the Singapore of Africa" - Jonathan Daniels E18

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

Jun 24, 2021 • 31:51

"The one with the CX evolution" - Lorena Kurtjian Hernandez E17

"The one with the CX evolution" - Lorena Kurtjian Hernandez E17

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 a

Jun 22, 2021 • 24:44

"The one with EQ" - Julie Cockerill E16

"The one with EQ" - Julie Cockerill E16

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 abou

Jun 17, 2021 • 35:24

"The one with #NothingAboutUsWithoutUs" Kate Brouse E15

"The one with #NothingAboutUsWithoutUs" Kate Brouse E15

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

Jun 15, 2021 • 27:34

"The one with the Phoenix Sky Harbor Airport" - Misty Cisneros-Contreras E14

"The one with the Phoenix Sky Harbor Airport" - Misty Cisneros-Contreras E14

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 “Ameri

Jun 10, 2021 • 26:56

"The one with Return on EQUALITY" - Todd Sears E13

"The one with Return on EQUALITY" - Todd Sears E13

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

Jun 8, 2021 • 32:03

"The one where he would walk 500 miles (and did!)" - Will Bachman E12

"The one where he would walk 500 miles (and did!)" - Will Bachman E12

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 headli

Jun 3, 2021 • 32:25

"The one where CX is the meat of the Marketing sandwich" - Erik Lautier of Erik & Co E11

"The one where CX is the meat of the Marketing sandwich" - Erik Lautier of Erik & Co E11

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 s

Jun 1, 2021 • 29:26

"The one with the 'experiencia de cliente'" - Sebastien Munar E10

"The one with the 'experiencia de cliente'" - Sebastien Munar E10

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 a

May 25, 2021 • 27:59

"The one with the customer immersion" - Diane Magers E9

"The one with the customer immersion" - Diane Magers E9

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 ai

May 18, 2021 • 31:04

"The one with the fingerprints" - Bram De Vos E8

"The one with the fingerprints" - Bram De Vos E8

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 D

May 11, 2021 • 28:02

"The one with the milkshake for hire" - Dan Balcauski E7

"The one with the milkshake for hire" - Dan Balcauski E7

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.

May 4, 2021 • 32:50

"The one with the Sunday sickness cure" - Anne Witherspoon E6

"The one with the Sunday sickness cure" - Anne Witherspoon E6

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 experi

Apr 27, 2021 • 26:14

"The one with the spiral dynamics" - Josh Ramsey E5

"The one with the spiral dynamics" - Josh Ramsey E5

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.

Apr 20, 2021 • 28:45

"The one with the candidate experience" - Nima "The Speaker" Khanghahi E4

"The one with the candidate experience" - Nima "The Speaker" Khanghahi E4

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?!

Apr 13, 2021 • 30:19

"The one with the great CX turnaround" - CX Passport Sharon Boyd E2

"The one with the great CX turnaround" - CX Passport Sharon Boyd E2

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!

Apr 6, 2021 • 30:28

"The one where retail isn't dead. Boring retail is dead" CX Passport Brooke Bayer E3

"The one where retail isn't dead. Boring retail is dead" CX Passport Brooke Bayer E3

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 expe

Apr 6, 2021 • 30:27

"The one with the ice cream" - Santhakumaran Atmalingam E1

"The one with the ice cream" - Santhakumaran Atmalingam E1

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&ap

Mar 18, 2021 • 27:19

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