CX Passport

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🎤🎞️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/

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🎤🎞️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/

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🎤🎞️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/

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🎤🎞️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/

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🎤🎞️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

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🎤🎞️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/

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?...

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

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🎤🎞️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/

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🎤🎞️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/

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?...

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/