Rick Denton shares an episode from his podcast, CX Passport, a conversation with people about customer experience with a dash of travel. In this episode, he has a brilliant conversation with Sharon Boyd who is from the UK. She is the author of Customer Experience 2, and the CXO of MKL Innovation.

Key points include:

03:26: The power of gifting

08:34: The ten-pence CX celebration

13:07: The Valentine's Day, greaseproof paper incident

17:31: The Disney approach to CX

21:42: CX in the airline industry

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