CX Passport

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

🎤🎞️Once a month CX Passport stops down and amplifies a CX job seeker. Let’s help build a network for Adam Haesler and his #OpenToWork in “The one where we amplify the CX job seeker” in CX Passport Episode 152🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

4:17 Adam’s journey into customer experience

6:08 Focus on Outcomes over Outputs

8:04 Using Scientific Method in CX

13:14 Connecting Business Results and Customer Experience

14:30 Reducing customer effort in customer service

17:37 1st Class Lounge

24:00 What Companies are Missing in Customer Experience

27:53 Adam’s Next steps in Customer Experience

29:22 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/adamhaesler/

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

🎤🎞️From CX Reckoning to the CX Procenaissance “The one with the CX Procenaissance” CX Passport tries a solo experience with the host in Episode 151🎧 What’s in the episode?...

CHAPTERS
0:00 Introduction
2:25 The year of CX Reckoning
8:07 Procenaissance - Fix Customer Experience in 2024
10:20 Origin story of Process & CX
15:40 $50 Million in increased revenue
19:10 Closing and seeking feedback

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

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

🎤🎞️The 150th episode! “The one with the CX teenage years” with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:02 What does successful digital CX look like?

5:16 The role of AI in customer experience?

13:05 The importance of process in customer experience

17:16 How global influences customer experience approach

18:53 1st Class Lounge

24:43 The teenage years of CX / Customer Experience

29:28 Maintaining humanity in CX

32:39 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:

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

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

🎤🎞️Get customers to climb the loyalty ladder “The one with three customer loyalty tiers” with Ali Cudby Co-Founder & CEO Alignmint Growth Strategies in CX Passport Episode 149🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:17 The Importance of Customer Loyalty

6:02 Loyalty evolution example from New York Times

9:50 Three Tiers of Customer Loyalty

15:48 Front of House / Back of House - Inspiration from “Bear”

19:23 1st Class Lounge

24:08 Origin of Alignmint

25:08 Balancing numbers and humanity

29:51 Process of Writing a Book

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/alicudby/

Website: https://alignmintforgrowth.com/

Book: keepyourcustomersbook.com

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🎤🎞️“The one with Content, Culture, and CX” with Paul Banks, Founder & Chief of Different Thinking at Javelin Content Management in the first CX Passport of the year! Episode 148🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:32 Helping businesses communicate and create emotional attachments

9:15 Content marketing influencing customer experience

14:45 Avoid the trap of brands forgetting the humans

19:08 Dangers of brand damage from human content mistakes

23:10 1st Class Lounge

31:00 Why Small Medium Businesses matter?

34:45 Serving as a Volunteer Constable for 10 years

38:20 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/paul-banks007/

Podcast Mackem Magic: Bedtime Stories That Come to Life https://open.spotify.com/show/4ypNB92Xg4N8FBcMjEN5hX?si=3442ca39ccc14abc

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

🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 2”🎧 Episode 147

Thank you to all of the great guests of 2023 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 Intro

1:08 Phil Davis - Czech Republic

5:42 Claire Boscq - UAE

11:26 Eli Weiss - USA

15:20 Mercer Smith - USA

19:21 Vimal Rai - Dubai

23:40 Gabriela Amaral - Brazil

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

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

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

🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 1”🎧 Episode 146

Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?...

CHAPTERS

0:00 Intro

1:37 Megan Bassler - USA

6:18 Tshili 'Chili' Khupe - UK

10:31 Jennifer Meunier - Brazil

15:11 Tyler Saxey - USA

18:32 Sandra Thompson - UK

23:08 George Nagatsuka - Japan

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

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

🎤🎞️Customer Service for one of the world’s most visible brands “The one with Spotify Customer Service” with Rajiv Vellodi VP Global Customer Service Spotify in CX Passport Episode 145🎧 What’s in the episode?...

CHAPTERS
0:00 Introduction
2:29 What’s Rajiv’s top Spotify playlist?
3:10 Global Customer Support at Spotify
5:20 Blending GE, Hilton, Amazon career experience at Spotify
10:36 Managing Global Customer Service for high visibility brand like Spotify
15:15 Elevating and celebrating culture
18:54 1st Class Lounge
24:39 Key factors how Spotify chooses BPO partners
31:45 Contact center as customer insight center at Spotify
34:56 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
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #spotify #process #business #management #travel #bettercustomerservice #shorts

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

🎤🎞️“The one with the human experience” with NYT Bestseller Joseph Michelli CEO The Michelli Experience in CX Passport Episode 144🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:09 Airbnb and Mercedes’ customer experience strategies

8:14 Balancing operational incentives with customer experience

11:38 Prioritizing human interaction in customer service

15:50 Solving for gamification in customer feedback

19:00 Joseph’s radio career influencing CX today

20:08 1st Class Lounge

23:40 What is human experience?

26:22 Mental wellness and Bonfire Digital Wellness

30:16 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/josephmichelli/

Website: https://www.josephmichelli.com/

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

🎤🎞️Breaking rules…creating customer loyalty “The one with the profitable rule breaker” Zoe Kahn Manager of CX & Retention at Chomps in CX Passport Episode 143🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:40 CX & retention role at Chomps

7:10 Planet Fitness Front desk job influencing CX today

10:32 Breaking CX rules. Creating customer empathy

13:45 CX & Retention…simliar and different

17:30 Fitness competitions inspiring customer empathy today

20:38 1st Class Lounge

24:30 Zoe’s “Let’s Laugh About It” Podcast

28:45 Gaining buy in for CX ideas

34:30 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/zoe-kahn-5b61aa129/

Twitter @_zoekahn_

Chomps on How I Built This with Guy Raz: https://podcasts.apple.com/us/podcast/chomps-pete-maldonado-and-rashid-ali/id1150510297?i=1000595782640

Rick & Clancy's podcast The Loud Quiet: youtube.com/@theloudquiet