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CX Passport

Business & Economics Podcasts

👉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. 🎬Subscribe here and 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.🧳Hosted by Rick Denton, CX Passport will bring Customer Experience and industry leaders to get their best customer experience insights, stories and hear their tales from the road...whether it’s the one less traveled or the one on everyone’s summer trip list. Rick serves as the Managing Principal for EX4CX - Execution for Customer Experience and believes the best meals are served outside and require a passport. If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport 🖱️Sign up at www.cxpassport.com and never miss an episodeWant more great Customer Experience? Visit www.ex4cx.com to learn how EX4CX enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. Music: Funk In The Trunk by Shane Ivers CX Passport is a podcast for customer experience professionals that focuses on the stories, strategies, and solutions needed to create and deliver meaningful customer experiences. It features guests from the world of CX, including executives, consultants, and authors, who discuss their own experiences, tips, and insights. The podcast is designed to help CX professionals learn from each other, stay on top of the latest trends, and develop their own strategies for success.

Location:

United States

Description:

👉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. 🎬Subscribe here and 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.🧳Hosted by Rick Denton, CX Passport will bring Customer Experience and industry leaders to get their best customer experience insights, stories and hear their tales from the road...whether it’s the one less traveled or the one on everyone’s summer trip list. Rick serves as the Managing Principal for EX4CX - Execution for Customer Experience and believes the best meals are served outside and require a passport. If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport 🖱️Sign up at www.cxpassport.com and never miss an episodeWant more great Customer Experience? Visit www.ex4cx.com to learn how EX4CX enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. Music: Funk In The Trunk by Shane Ivers CX Passport is a podcast for customer experience professionals that focuses on the stories, strategies, and solutions needed to create and deliver meaningful customer experiences. It features guests from the world of CX, including executives, consultants, and authors, who discuss their own experiences, tips, and insights. The podcast is designed to help CX professionals learn from each other, stay on top of the latest trends, and develop their own strategies for success.

Language:

English


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

7/9/2024
🎤🎞️This month’s CX #OpenToWork seeker knows CX gets to influence all parts of the business in “The one with the CX tasting menu” with Courtney LeBlanc in CX Passport Episode 174🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:19 What draws you to Customer Experience? 7:30 Creating CX customers want 13:35 How does Customer Experience create tangible business value 17:29 1st Class Lounge 23:31 How can companies improve CX today? 26:00 How to help improve CX 28:24 What’s next for Courtney and customer experience? 29:18 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Courtney LinkedIn: https://www.linkedin.com/in/courtney-leblanc-426920b3/

Duration:00:31:21

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

7/2/2024
🎤🎞️A high energy, high community, high wisdom episode “The one with the CX maven” with Sarah Hatter CX Maven & Creator of ElevateCX in CX Passport Episode 173🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:45 Sarah's CX origin story 6:46 Importance of Training in CX 9:14 Challenges in CX Industry 16:00 Community power improving Customer Experience 23:33 1st Class Lounge 30:59 Examples of doing CX right 35:39 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Sarah LinkedIn: https://www.linkedin.com/in/sarahhatter/ ElevateCX: https://www.elevatecx.co/

Duration:00:37:43

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

6/25/2024
🎤🎞️Why live in two worlds? “The one with the Severance TV lessons” with Michael Mattson Chief Empathy Officer at Walk A Mile CX in CX Passport Episode 172🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:52 The personal and emotional of insurance 6:28 Emotional Intelligence 8:56 Personal Growth 13:17 Customer Culture in Operational Companies 20:52 Human Connection In Business 22:57 1st Class Lounge 27:53 Which is better? Established customer culture or greenfield? 30:17 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Michael LinkedIn: https://www.linkedin.com/in/michaelcmattson/

Duration:00:32:18

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

6/18/2024
🎤🎞️Don’t rely on them alone “The One Where Chatbots Aren't Enough” with Lisa Eyer Head of Client Experience and Business Insights in CX Passport Episode 171🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:24 Individuals or Personas? 5:30 Using contact center as customer insights center 9:45 CHIEF and the impact on women’s careers 13:14 1st Class Lounge 17:34 Getting closer to customers in economic downturn 21:00 Starting a career as front line agent 26:24 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Lisa LinkedIn: https://www.linkedin.com/in/lisaeyer/

Duration:00:29:05

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

6/4/2024
🎤🎞️The month’s CX #OpenToWork seeker in “The one where he just fixes it please” with David Balko in CX Passport Episode 170🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:20 Why Customer Experience? 4:00 You can only sell a bad product once 6:10 David’s past creating desired experiences for VW 10:00 Buying a car is like Wimbledon? 15:17 Why companies are backing away from experience 17:46 1st Class Lounge 22:38 What’s missing in customer experience today? 26:04 How David can help fix experience 32:12 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: David’s LinkedIn: https://www.linkedin.com/in/david-balko-7ab1806/

Duration:00:34:09

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

5/28/2024
🎤🎞️Customers, Self Service, AI, oh my! “The one with real CX research” with Nicole Kyle Managing Director CMP in CX Passport Episode 169🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:48 Origins of Nicole’s curiosity 4:40 Why focus on customer experience research? 7:00 More human psychology in customer experience 8:45 Why don't customers use self-service? 11:00 The 4 drivers for customer adoption of self-service 13:53 1st Class Lounge 18:26 Research factors for customer self-service 20:45 Potential pitfalls for companies and AI 27:10 Research for Employee Experience in 2024 30:11 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Nicole LinkedIn: https://www.linkedin.com/in/nicolekyle/ CMP: https://www.cmpresearch.com/

Duration:00:32:02

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

5/21/2024
🎤🎞️Get real results and separate hype from reality “The one with CX automation” with Jasen Williams Global VP Corporate Marketing for episode sponsor Verint in CX Passport Episode 168. What’s in the episode?... CHAPTERS 0:00 Introduction 2:26 Power of storytelling in business 6:13 AI allows cost cutting AND better customer experience 10:18 Balancing Human and Tech in CX 14:40 GREAT example of using AI to improve agent experience 16:45 1st Class Lounge 21:32 AI Benefits NOW…not years from now 25:55 Gaining Buy-In for AI implementation 30:34 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Thank you to Verint for your sponsorship of this episode. Episode resources: Verint: https://www.verint.com/ Jasen LinkedIn: https://www.linkedin.com/in/jasenwilliams/ Fishing Booker: https://fishingbooker.com/ CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

Duration:00:32:35

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

5/14/2024
🎤🎞️MALTA Y’all!!! “The one with the (CX) Pet Shop Boys” with Scott Lee Holloway, VOC Manager APS Bank (Malta) in CX Passport Episode 167 🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:29 Pet Shops and CX Origin Stories 4:40 Bad customer experience is expensive 7:45 Overcoming skepticism about customer experience 9:20 Firefighting vs process improvement with customer experience 15:15 Approach to customer experience in Malta 17:30 1st Class Lounge 22:50 Leveraging unstructured customer data 26:20 Starting a CX team from scratch 31:14 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Scott LinkedIn: https://www.linkedin.com/in/scottleeholloway/ APS Website: https://www.apsbank.com.mt/ Complaints Management Forum: https://informaconnect.com/complaints-management/

Duration:00:34:42

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

5/7/2024
🎤🎞️The month’s CX #OpenToWork seeker in “The one with the customer support great day” with Jordan Hooker in CX Passport Episode 166🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:30 Why is customer experience important? What drew Jordan to CX? 7:00 How to create sustainably good experiences for customers 11:29 Contact center insight story at Booster Fuels 12:45 1st Class Lounge 16:55 What are companies doing wrong in customer experience 18:45 Why are companies not using customer insight 21:10 How Jordan can help companies in CX 22:28 What’s next for Jordan 23:23 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/jordanhooker/ April Obersteller’s Episode: https://www.buzzsprout.com/1736603/episodes/11738962

Duration:00:25:10

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

4/30/2024
🎤🎞️How can org design affect customer centricity? “The one where org design gets in the way” with Silvana Buljan Executive Director Bond EMEA in CX Passport Episode 165🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:27 Taking customer centricity from buzzword to action 7:01 Org design can impede customer centricity 11:25 Talent management and customer centricity 15:35 Differences in Physical and Digital for customer centricity 22:09 1st Class Lounge 27:39 Customer centricity process design 30:59 Empowerment and customer centricity 31:48 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/silvana-buljan-889110/

Duration:00:34:07

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

4/23/2024
🎤🎞️Let the mouse guide us in “The one with the Disney Wisdom” with Francesca Tempestini - Employee Experience Advocate in CX Passport Episode 164🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:58 Becoming aware of the importance of customer experience 6:56 Developing a reflex for customer experience 10:17 Handling customer concerns at Disneyland Paris 16:59 What will CX be like for the Paris 2024 Olympics 18:49 1st Class Lounge 24:18 Getting started with customer and employee experience 26:22 Equipping employees to deliver experience 28:35 CX surprises after leaving Disney 30:39 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Francesca LinkedIn: https://www.linkedin.com/in/francesca-tempestini-cx/

Duration:00:32:53

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

4/16/2024
🎤🎞️Find customer centricity in “The one with Customer Trust” with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:52 Understanding Customer Centricity 6:49 The Business Value of Customer Centricity 10:42 Consistency and Commitment in Customer Centricity 13:31 Building Customer Trust 19:05 The Digital Nomad Experience 22:49 1st Class Lounge 25:58 European Women on Boards (EWOB) 29:07 Current Customer Experience Pain Points 30:50 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Website: https://www.ileniavidili.com/ LinkedIn: https://www.linkedin.com/in/ileniavidili/ European Women On Boards (EWOB): https://europeanwomenonboards.eu/

Duration:00:32:47

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

4/9/2024
🎤🎞️Recover your creativity! “The one with LEGO Serious Play” with Sirte Pihlaja, CEO and LEGO Serious Play Facilitator in CX Passport Episode 162🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:47 Journalism as a path to customer experience 5:48 The importance of creativity as adults 10:09 All about LEGO Serious Play 15:39 1st Class Lounge 23:21 Implementing AI in Customer Experience 29:03 State of CX in Finland 31:36 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Sirte LinkedIn: https://www.linkedin.com/in/sirte/ Sirte Website (Finnish): https://www.shirute.com/ Sirte Website (English): https://www.shirute.fi/en CX 5 Book: https://www.shirute.com/cx5-book/ CX Play: https://www.cxplay.fi

Duration:00:34:17

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

4/2/2024
🎤🎞️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:48 Early Experience in Customer Support 4:14 The Joy of Helping People with Customer Support 7:41 Bridging Gap Between Customer and Business Decisions 13:39 Contact Center as a Customer Insights Center 15:48 Heartwarming Story of Turning it Around for Customers 20:28 1st Class Lounge 26:23 Using AI in Customer Experience 29:13 Improving Agent Experience 31:10 What’s Broken in Customer Experience 34:04 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/ashley-h-28737710/ Website: https://www.prohelpcx.com/

Duration:00:36:21

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

3/26/2024
🎤🎞️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s in the episode?... CHAPTERS 0:00 Introduction 3:05 Blending Marketing and Experience 6:28 Defining Employee Experience 8:49 Employee Experience and Tangible Business Value 13:50 Employee Expectations and Customer Experience 18:26 1st Class Lounge 23:03 Employee Concerns about AI 26:15 Best examples of Employee and Customer Experience 29:37 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Thank you to isolved for your sponsorship of this episode. Episode resources: isolved Website: https://www.isolvedhcm.com/ Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/ CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

Duration:00:31:59

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

3/19/2024
“The one with mental health and CX” with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:35 Linking Mental Health and Leadership 5:25 Mental Health and Customer Experience 9:43 Importance of Self Awareness 12:27 Hospitality and Customer Experience 13:53 Role of Listening and Empathy in Customer Service 20:49 1st Class Lounge 24:39 Improving Communication and Leadership 28:55 Breaking Out of Traditional Mindsets 30:37 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Website: https://www.stephaniecoradin.com/ LinkedIn: https://www.linkedin.com/in/demboinc/

Duration:00:32:32

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

3/12/2024
🎤🎞️“The one with where she’s OG AI” with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:43 Alyona representing OG of AI 5:46 Advancements in AI and Language Models 8:16 Thematic origin story - Solving customer problems 10:26 Democratization of Insights 14:29 Understanding Customer Needs in a Post-Survey World 16:34 1st Class Lounge 22:32 Influence of travel on CX approach 25:07 Addressing Cultural Differences in a Remote Company 28:26 Listening to customers in a post-survey world 33:20 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/medelyan/ Website: https://getthematic.com/

Duration:00:32:35

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

3/5/2024
🎤🎞️ “The one with outcomes not experiences” with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:18 CX skepticism in the Boardroom 7:35 Which customers should a company care about? 11:35 Creating Clarity in Customer Experience 12:44 Outcomes or experiences 16:18 1st Class Lounge 20:18 Operationalizing Customer Revenue & Reputation Growth 25:45 Engagement vs Retention 31:04 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/jermaineedwards/ Website: Jermaineedwards.com

Duration:00:32:58

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

2/27/2024
🎤🎞️Let’s accelerate another #OpenToWork CX Job Seeker Emily Stubbs in “The one with the customer service Grandma Golden Rule” in CX Passport Episode 156🎧 CHAPTERS 0:00 Introduction 3:10 Why is CX important to Emily? 5:03 Balancing Efficiency and Building Connections 6:25 Creating Positive Experiences for Customers 8:32 Customer Experience Impact on Business Results 9:53 Delivering Personalized Experiences 11:47 Avoiding Unintended Brand Promises 14:34 1st Class Lounge 19:55 Analyze Data - Improve CX 23:21 How will Emily help companies with customer experience 27:22 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/emily-stubbs-90781b2b/

Duration:00:29:25

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

2/20/2024
🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?... CHAPTERS 0:00 Introduction 6:00 The 4 Personas of a CX leader 8:30 Future Thinking in Customer Experience 11:00 The promise of Gen AI for customer experience 16:15 The evolution of CX as a discipline 19:12 Change Management and CXOs 20:141st Class Lounge 26:02 Driving Change with CX 30:32 Advice for CX professionals 33:11 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: LinkedIn: https://www.linkedin.com/in/becustomerled/ Be Customer Led podcast: www.becustomerled.com #customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice

Duration:00:36:18