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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. 🎬Be sure and 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. 🖱️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.

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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. 🎬Be sure and 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. 🖱️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

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

3/28/2023
🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:50 What a Customer Experience role should be 3:41 How do you act on what you learn from the customer? 8:49 Your CX Passport Captain 9:15 Stacking wins on wins -The Foot Locker customer experience journey 14:43 How to learn from and deliver for a global customer...

Duration:00:33:28

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

3/21/2023
Today CX Passport begins video podcasting. Continue listening on your favorite audio apps...or head over to YouTube and subscribe to the CX Passport channel there to watch each episode youtube.com/@cxpassport 🎤Customer & Employee experience transformation for BPOs in “The one with the Uber of BPOs” with Claas van Delden, Chief Growth Officer for yoummday in CX Passport E109🎧 CHAPTERS 0:00 Introduction 2:10 An Uber-platform for BPOs? 5:00 Why are BPOs ripe for disruption 8:31 So why...

Duration:00:35:48

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

3/14/2023
🎤Crypto and Customer Experience? You bet! “The one with the better Crypto Customer Experience” with Clemens Behrend of Web3CX CX Passport Episode 108🎧 What’s in the episode?... 🤷‍♂️Why should Crypto and Web3 focus on customer experience? 🚩How did customer experience observations show early red flags about FTX? 💡Want to break into the crypto space as customer support? ⚠️Caution customers - If a company isn't treating CX right, they probably aren't treating their business...

Duration:00:27:39

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

3/7/2023
🎤Board a luxury, double aisle, supersized episode with Bryan Stoller, Global Head of Customer Care at United Airlines in “The one with United Airlines Customer Experience” CX Passport E107🎧 What’s in the episode?... ⚙️How to prioritize the insights gained from the customer contact center 👉What drove United's evolution beyond random call listening to deep contact insights? 🤯Ahh flight benefits! Flying to Hong Kong just to attend a friend's party! 💡A resolved experience makes for a...

Duration:00:48:27

The one with the simplicity of CX - Evas Bazirakakye E106

2/28/2023
🎤CX Passport’s first guest from Uganda(!) in “The one with the simplicity of CX” with Evas Bazirakakye, Customer Relationship Manager at Umeme🎧 What’s in the episode?... 😊Simplicity is attractive...especially in experience 👉The evolution of Customer Experience in Uganda 💡Every interaction should create a memory...an experience 📈Good experience = Good sales = Good business results 😲Shocked to hear what some customers might do in reaction to a bad experience 😍Elevating beyond...

Duration:00:31:12

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

2/21/2023
🎤Get beautifully designed Customer Experience in “The one with the convergence of clarity and surprise” with Jared Fink of Siegel+Gale in CX Passport episode 105🎧 What’s in the episode?... 🥰"Designing something people love" 👩‍🎨Humans are messy. How design for humans? ✈️What makes a great travel lounge - from chaos to calm 🔬"Beautiful simplicity is really hard to do" 💹A great in-store retail experience WILL generate business results 😍Moments of joy a great design can...

Duration:00:32:12

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

2/14/2023
🎤There’s a revolution in customer experience coming “The one with the patient choice awakening” with Ben Seals, CEO of Thomas Eye Group in CX Passport episode 104. What’s in the episode?...🎧 📞When your FIRST call teaches you to love to talk to customers 💡When the CEO hears directly from customers ❗Patient choice...it's real...it's now 🧑‍⚕️Improving financial & MEDICAL outcomes through better patient experience 🩺Patient experience is customer experience 🍌"Banana pudding is my...

Duration:00:33:31

The one where chatGPT visits CX Passport - E103

2/7/2023
For the first time, I’m recommending you view this episode rather than listen to it. www.youtube.com/@cxpassport 🎤Will there be a place for humans in Customer Experience? Find out in “The one where chatGPT visits CX Passport” Episode 103🎧 What’s in the episode?... (How I made this video is in the episode resources below) 🤖Why get AI’s perspective on customer experience? 😨Will Humans have a place? 😠Why are companies continuing to provide poor customer experience? 👉How can...

Duration:00:18:35

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

1/31/2023
🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?... 🤔Why does experience matter if it's "just a product" 💎A brand's place on the luxury spectrum 🧹Who has the best customer insight at a hotel? 👉The impact of expectations on experience 👣No substitute for feet on the ground 🏕️Tell stories 🥰A heartwarming story of experience delight Hosted by Rick Denton “I believe the best meals...

Duration:00:31:57

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

1/24/2023
🎤Get the truth about building a full VOC program in “The one with the swear jar for the word 'survey'”🎧 with Tanya Fowler, Head of Customer Experience for FCT in CX Passport Season 2 Episode 101. What’s in the show?... 🥇Tanya's first 5 minutes hold SO much VOC gold 😍She's got the role ALL of us in Customer Experience want 💡VOC isn't surveys. It's gaining customer insight! 🎯The value and the risk of customer calls ✈️Greece...the ultimate deposit in the travel memory bank 💗A...

Duration:00:35:21

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

1/17/2023
🎤Celebrate CX Passport’s 100th episode with the brilliant Mike Gathright Senior Vice President, Head of Customer Experience at Hilton in “The one with the Hilton light and warmth of hospitality”🎧What’s in the episode?... 💡Protecting the contact center as a customer insight center created REAL product innovation results 📈Recession solve? - Lean INTO the contact center don't lean away 🎸WAY ahead of the trend for Work From Home 🤗Being WFH doesn't mean employees don't want human...

Duration:00:39:52

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

1/10/2023
🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?... 😬Ummm...flight attendant...have you seen my pants? 🤯Weight checks? Girdle checks?!...at work?! 😋Getting a cooked to order medium rare steak on a flight? 😲You'll be SHOCKED how they handled a cigar on a flight! 💡Flight attendants - "We were some of the first feminists" 😳Steamy thoughts...

Duration:00:33:30

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

1/3/2023
🎤CX Passport’s first guest from Oman in “The one where Oman is the Switzerland of the Middle East” with Codin Caragea Chief Manager, Head of Customer Experience at Bank Muscat in Episode 98🎧 What’s in the episode?... ⚡The energy comes from the demographics 🧑‍🍳The daunting AND freeing nature of starting a CX program from scratch 💡Need to understand the type of language a company speaks 📈Business results for Customer Experience ❓The reason behind the Customer Experience energy in...

Duration:00:30:12

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

12/27/2022
🎤As we close 2022, CX Passport takes a break with the annual tradition of “The One with the 2022 First Class Holiday Special"🎧 Episode 97 (almost to 100!) Thank you to all of the great guests of 2022 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special?... Mary Drummond - USA Gregorio Uglioni - Switzerland Troy Figgins - USA Laise Pôrto - Brazil Aarthi Murali - USA Georges Essama - Cameroon Hosted by Rick Denton “I believe the...

Duration:00:33:30

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

12/20/2022
🎤Talk global work from anywhere “The one where remote work is NOT one size fits all” with Anne Bibb of RemoteEvolution in CX Passport Episode 96🎧 What’s in the episode?... Not a one time WFH revolution...it's an ongoing evolution 👂Work from Where? - Employees don't want to be told. Employees want to be heard 🤗Going beyond EAP and having a psychologist on staff at the contact center! 💡What does employee experience look like for the REMOTE team? ✈️Do airport sounds and signs support...

Duration:00:32:24

The one where they sell smiles - April Obersteller E95

12/13/2022
🎤True customer love in “The one where they sell smiles” with April Obersteller Director of Global Experience for woom in CX Passport episode 95🎧What’s in the episode?... 👉Even startups need to focus on CX from the beginning 🧑‍🌾When the founder picks up the customer service line while he's mowing the lawn 🤯Wow! Turning off the customer support phone line?! ✌️"I love data and I love humans" 💰Customer Experience creates tangible business result success 💡Go beyond phrases and get...

Duration:00:34:53

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

12/6/2022
🎤Why would anyone care about customer experience during a war?!? Find out in “The one with the war in Ukraine and customer experience” with Anastasia Vladychynska in CX Passport episode 94🎧 What’s in the episode?... 🤔Does Customer Experience matter in the middle of a war? 👉A crisis will expose your company's true values 💪The Ukrainian spirit of resilience 🧱How to "war-proof" your company 😊Taking care of your employees in a war 🤩The food, beauty, culture and dentists(!) of...

Duration:00:32:01

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

11/29/2022
🎤Get practical with Voice of the Customer in “The one with Customer Experience and the hashtag” with Jeremy Watkin, Director of Customer Experience and Support at NumberBarn in CX Passport Episode 93🎧What’s in the episode?... 💡Voice of the Customer isn't just for big companies 🎭Improv Inspiration-Don't say "No" to a customer...say "Yes and..." ▶️How to get started with Listen & Act when you're a small company 😑"I can't believe why we even have to talk about what VOC is" 💪VOC is a...

Duration:00:34:39

The one with the Voice of Service - Craig Stoss E92

11/22/2022
🎤Find out what’s beyond Voice of the Customer in “The one with the Voice of Service” with Craig Stoss of PartnerHero in CX Passport episode 92🎧 What’s in the episode?... 🚒You wouldn't use a Chatbot if your house was on fire would you? 😶Word of mouth...doesn't automatically mean there's value in the experience 💾The Commodore 64 makes an appearance! ✅The RIGHT way to set up a customer support function 📣Voice of Service...one step above Voice of Customer 🤟A new breed of BPO 🥰We...

Duration:00:32:51

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

11/15/2022
🎤Expand your global perspective in “The one with the Cameroon customer experience evolution” with Georges Essama of Cameroon Telecommunications in CX Passport episode 91🎧 What’s in the episode?... 💪The emerging CX discipline of Cameroon 📈The first CX index for Cameroon 🌍The world's best peppercorn 👉Starting a Customer Experience care as a front line agent 💡Change the change management model ✨Small CX victories influence larger CX initiatives 📖The Bible as a Customer Experience...

Duration:00:32:54

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