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🎤🎞️This month’s CX OpenToWork seeker in “The one with the biker CX” with Rick Malsch in CX Passport Episode 198🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction to Rick Malsch, CX OpenToWork

2:14 Why Customer Experience Matters to Rick Malsch

4:33 Customer Engagement at Harley Davidson: Rentals and Training

8:55 CX Passport Live: Amplifying Event Experiences

10:06 Building Brand Loyalty Through Customer Engagement

14:12 Listening to Customers to Improve CX Programs

19:19 1st Class Lounge

24:15 Four Key Areas Companies Miss in CX

28:38 How Rick Malsch Helps Companies Overcome CX Challenges

32:09 How to Connect with Rick Malsch

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

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I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Rick Malsch LinkedIn: https://www.linkedin.com/in/rickmalsch/

What's on your mind? Let CX Passport know...

🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 2”🎧 Episode 197

Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?...

CHAPTERS

0:00 Rick Denton (host introduction)

1:18 Bill Staikos

7:19 Alyona Medelyan

11:44 Kojo Hayford

16:57 Lauren Feehrer

22:11 Adam Scott

28:46 Celia Fleischaker

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

What's on your mind? Let CX Passport know...

🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 1”🎧 Episode 196

Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?...

CHAPTERS

0:38 Ilenia Vidili - Italy

4:46 Sam Stern  - USA

8:59 Sarah Hatter - USA

16:12 Enrique Saenz - Guatemala

21:39 Milagros Gonzales - Argentina

26:08 Michael Mattson - USA

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

What's on your mind? Let CX Passport know...

🎤🎞️CX evolves AND the core stays the same “The one with the core principles” with Neal Berg CX Strategist at Evolve Partners in CX Passport Episode 195🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction to Neal Berg and CX Expertise

2:02 Gaining Buy-In for CX in Large Organizations

5:00 Adapting CX for Global Brand Perceptions

8:06 Making Strategic Choices in CX by Region

10:34 Future-Proofing Business with Agility

13:49 Core Principles of CX in Modern Business

17:07 The Power of Storytelling in Customer Experience

19:15 1st Class Lounge

26:01 Applying CX to Service Providers Without a Department

29:30 Success Story: CX Transformation at K Jewelers

32:08 How to Connect with Neal Berg for CX Insights

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Neal LinkedIn: https://www.linkedin.com/in/nealberg/

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🎤🎞️This month’s CX #OpenToWork seeker in “The one with the storytelling” with Andrew Carothers in CX Passport Episode 194🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:58 Challenges and Solutions in CX

07:25 Building a Customer-Centric Experience 

11:33 Impact of Customer Experience on Business Results

13:36 Extra Legroom Section: Fun and Personal Insights

17:17 What are companies getting wrong about CX

19:21 Improving CX Understanding and Storytelling

24:04 Andrew's Vision for the Future of CX

29:50 Closing Remarks and Contact Information

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Andrew Carothers LinkedIn: https://www.linkedin.com/in/andrew-carothers/

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🎤🎞️Attendance policies that include bear interactions? “The one with the Alaska employee experience” with Jaylene Owen Director HR & Payroll at Hames Corporation in CX Passport Episode 193🎧 What’s in the episode?...

CHAPTERS

0:00 Introducing Jaylene and Sitka

1:53 Jaylene's Background at Hames

3:59 Challenges of Small-Town Work

7:43 Jaylene's HR Journey to Sitka

12:55 Building Trust and Change

15:49 Transitioning to Digital Systems

21:55 Improving Employee Experience

27:25 Navigating Crises in Sitka

34:01 Balancing Employee Histories

35:37 Connections and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to isolved for your sponsorship of this episode. 

Episode resources:

Jaylene LinkedIn: https://www.linkedin.com/in/jlineberry/

What's on your mind? Let CX Passport know...

🎤🎞️What can a free fall teach us about business? “The one with the skydiving” with Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” in CX Passport Episode 192🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:45 Dara's Perspective on Leadership and Customer Service

6:25 The Role of Personal Experiences in Leadership

11:42 Blending Heart and Business Results

16:19 The Influence of Skydiving on Leadership

21:56 Dara's Comedy Experience and Its Impact on Business

25:57 Dream Travel Locations and Personal Preferences

31:36 Taylor Swift inspiration for business and customer experience

35:56 Contact info and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Dara LinkedIn: https://www.linkedin.com/in/dara-kiernan-kpi-consulting/

Web: https://kpiconsultingireland.com/

Freefall the book: https://kpiconsultingireland.com/book/

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🎤🎞️Get Hungry, Learn about great employee experience AND get a burrito shipped?!?  in “The one with burrito employee experience” with Lacey Davidson, Human Resources Manager at JumBurrito in CX Passport Episode 191🎧 What’s in the episode?...

CHAPTERS

0:00 - Introduction to JumBurrito and Lacey Davidson

1:36 - JumBurrito's History and Growth  

7:12 - Lacey's Role and HR Challenges

12:27 - Employee Benefits and Retention Strategies

16:59 - 1st Class Lounge

21:12 - Implementing HR Technology and Employee Training

24:14 - Community Engagement and Local Brand Impact

27:51 - Customer Experience and Employee Happiness

30:34 - Final Thoughts and Contact Information

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to isolved for your sponsorship of this episode. 

Episode resources:

JumBurrito: https://www.jumburrito.com/

CX Passport Show Sponsorship Philosophy: https://www.ex4cx.com/blog/2023/3/3/sponsorship

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🎤🎞️This month’s CX #OpenToWork seeker in “The one where offboarding matters” with Gary Marra in CX Passport Episode 190🎧 What’s in the episode?...

CHAPTERS

0:00 Gary Marra's background in financial services

1:19 Importance of customer experience in Gary's career

3:12 High-profile client relationships and business impact

6:12 Client retention and significance of offboarding

10:12 Employee experience's effect on customer experience

14:12 Onboarding large clients: best practices

15:52 Gary's travel dreams and personal interests

22:12 Employee experience's direct link to business results

26:12 Gary's future plans and entrepreneurial ventures

29:12 Final thoughts and contact information

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Gary Marra LinkedIn: https://www.linkedin.com/in/gary-marra/

Blog: www.marracxhub.com

Gary golf YouTube channel: https://www.youtube.com/@gforce41

What's on your mind? Let CX Passport know...

🎤🎞️Stop doing this! “The one where we stop KPI hunting” with Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:30 Critique of KPI hunting

4:07 Alternatives to survey insights

7:12 Transitioning to behavior-based insights

9:42 Executive support and CX tools 

13:15 CX in Sweden vs US

16:37 1st Class Lounge

20:14 Connecting CX to company strategy

23:27 Arctic warfare training background

26:32  Enjoyment of consulting work

29:39 Contact info and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Marcus LinkedIn: https://www.linkedin.com/in/marcusjvkarlsson/