CX Passport

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🎤🎞️Only 2 Hours?!  “The one with the two hour design sprint” with Teresa Cain Author Solving Problems in 2 Hours in CX Passport Episode 142🎧 What’s in the episode?...

CHAPTERS
0:00 Introduction
2:18 Why is 2 Hour Sprint necessary
4:30 Overcoming risks of 2 hour sprints
6:10 Scoping the right challenge for a sprint
8:00 Logistic tips for 2 hour sprints
9:40 From Liberal Arts to UX and Design
13:50 Product teams using contact center customer insights
17:19 1st Class Lounge
24:10 She was ChatGPT WAY before ChatGPT was cool
28:05 Converting this to action…to business results
30:23 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:

2 Hour Design Sprints: https://www.2hourdesignsprints.com/
LinkedIn: https://www.linkedin.com/in/cainteresa/
Twitter: @DesignwithTCain

#customerservice #customerexperience #design #sprint #designsprint #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice

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🎤🎞️Buckle that seatbelt and get ready for departure… “The one with Sun Country Airlines customer service” with Jeremy Hyde Director Customer Support at Sun Country Airlines…episode 141🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:39 Customer service approach and preventing future issues

7:35 Using data and feedback to improve airline customer experience

12:34 Customer service challenges and employee engagement in the airline industry. 

19:10 Where would Jeremy go with a free weekend and flight benefits

20:40 1st Class Lounge

24:36 Starting as a call agent influencing current leadership approach

29:19 Balancing human and technology in customer service

33:09 Customer experience and technology adoption in the contact center

35:41 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:

Voice of the Agent Blueprint: https://www.linkedin.com/pulse/intro-voice-agent-blueprint-jeremy-hyde

LinkedIn: https://www.linkedin.com/in/hydej/

The Loud Quiet - Rick & Clancy's empty nest podcast:

youtube.com/@theloudquiet

theloudquietpod.com

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🎤🎞️Building local CX for a global company! “The one with with global reach and local experience” with Sarah Baker Director, Global CX at KFC in CX Passport Episode 140🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

3:15 KFC’s global experience management

4:20 Shaking up current understanding of customer

8:10 Using failure points to grow and get better

10:00 How to REALLY put the customer at the center

13:10 Customer story to influence decisions

15:15 Girls on the Run program

17:31 1st Class Lounge

23:20 KFC global customer listening

27:00 Centralized vs local influence

28:50 Global employee diversity and experience

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

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

🎤🎞️ “The one with the CX marriage officiant” with Nate Brown, Co-founder CX Accelerator in CX Passport Episode 139🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:34 Why does community matter?

4:10 Launching the CX Accelerator community

6:15 Selectivity and diversity in community

7:45 Community as the next sales marketing

10:15 CX community solving loneliness epidemic

15:35 Starting a career on the customer front line

22:19 1st Class Lounge

25:45 Nate’s style!

27:25 Authentic Voice of the Customer value

33:00 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:

CX Community https://www.cxaccelerator.com/

LinkedIn https://www.linkedin.com/in/cxaccelerator/

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🎤🎞️Empowering agents AND customers in “The one where he's curious...not judgmental” – with Tim Kyse, Vice President of Customer Experience at Openly in CX Passport E138🎧 What’s in the episode?...

[00:00] Introduction

[02:56] Great customer experience results in insurance

[05:28] Hiring both human and industry skills

[08:38] Managing the pressures of customer support

[12:58] Capturing customer insights – and acting on them

[15:39] The impact of engagement whilst operating remotely

[18:17] 1st Class Business Lounge

[24:30] What drew Tim to Openly?

[26:53] How is Openly using the current versions of AI?

[30:10] What technology improvements would Tim like to prioritize with?

[33:07] 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"

Episode resources:

LinkedIn: https://www.linkedin.com/in/tim-kyse 

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

🎤🎞️Will we embrace the AI Bots? “The one with the bot baggage” with Rob Dwyer, Vice President Customer Engagement | Happitu in CX Passport Episode 137🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

5:30 AI in contact centers and its potential uses and limitations

12:37 AI-powered virtual assistants and their future in customer service

18:45 Tips for technology vendors and purchasers

20:26 1st Class Lounge

24:30 Umpiring and CX lessons

33:37 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

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/

Web: Happitu.com

Next In Queue...all fave podcast sites AND

YouTube: youtube.com/@nextinqueue

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🎤🎞️What creates a Brazilian global CX winner? “The one where they win best customer team” with Jennifer Meunier Head of CX & Product at G4 Educação🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:11 What is G4 Educação?

5:00 Company growth, customer focus, and team building in a startup environment

10:00 Breaking down silos for customer experience

11:20 Hospitality industry as an influence for education space

14:36 Hospitality and customer service in Thailand

20:15 1st Class Lounge

25:05 Winning the global award for Customer Experience Team

27:30 Living their own CX principles at G4 Educação

29:15 The “Process of Experience”

31:54 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:

Instagram: https://www.instagram.com/g4educacao/

Website: https://g4educacao.com/

LinkedIn: https://www.linkedin.com/in/meunierjennifer/

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

🎤🎞️“The one with the handwritten note” with Rick Elmore CEO Simply Noted in CX Passport Episode 135🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

2:33 Genesis of Simply Noted

7:00 What if they know it’s a machine?

9:36 Personal connection equals business results

13:17 Overcoming resistance

15:15 How his athletic career (NFL, y’all!) influences his corporate career

17:33 1st Class Lounge

22:10 Getting customer feedback

26:00 Making high touch highly scalable

28:14 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:

Simply Noted: https://simplynoted.com

LinkedIn: https://www.linkedin.com/in/rick-elmore/

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

🎤🎞️He is DONE with CX! Go beyond “The one where he goes beyond CX” with Vimal Rai Managing Partner, Commercial Excellence Partners in CX Passport Episode 134🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

3:05 The broken aviation industry

8:55 Why Brussels Airport is a great customer experience

13:00 He is DONE with customer experience

17:45 Contrasting Singapore and Dubai

23:03 1st Class Lounge

28:30 The emotional (revenue driving!) impact of customer experience

32:03 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:

Vimal LinkedIn: https://www.linkedin.com/in/vimalrai/

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

🎤🎞️“The one with AI” – with Ben Wright, co-founder of Jiffy in CX Passport E133 🎧 What’s in the episode?...

[00:00] Introduction

[03:40] The shifts in AI and its role in customer support

[07:09] Prioritizing customer experience

[11:48] Select tools based on business principles, not just AI

[13:27] 1st Class Business Lounge

[20:33] How AI elevates support roles

[23:23] Staying up-to-date with the latest tools

[25:50] 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

Episode resources:

LinkedIn: https://www.linkedin.com/in/benji-wright/