CX Passport

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🎤🎞️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

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🎤🎞️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/

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🎤🎞️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

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“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/

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

🎤🎞️“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/

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

🎤🎞️ “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

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

🎤🎞️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/

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

🎤🎞️“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

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🎤🎞️Want REAL customer insight? “The one with the eyes and ears of your brand” Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:52 Knowledge to Experience

4:51 Empathy in Customer Experience

7:18 The Undervalued Front Line

9:29 Moving from cost center to revenue generator

14:38 Customer stories to drive improvement

17:23 1st Class Lounge

23:05 Why haven’t all companies embraced customer experience

25:59 Gorgias’ approach to customer listening

31:04 Balancing policy with human decision

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/milagros-gonzales-520565183/

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

🎤🎞️Customer Experience at LinkedIn “The one with LinkedIn trust & confidence” with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

4:04 Customer Experience at LinkedIn

9:11 Converting Insights into Action at LinkedIn

17:00 Creating a customer-centric culture

21:56 Customer Culture Success stories - Cleveland Clinic

27:46 1st Class Lounge

32:17 Customer Experience driving tangible improvement

36:10 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: Sam Stern | LinkedIn

CX Patterns newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7062857517466316800 

CX Patterns Podcast: (Apple, Spotify)

LI Learning course: Customer Experience Strategy: Build A Customer-Centric Culture