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🎤🎞️“The one with the CX Feng Shui” with Claire Boscq, BizShui Creator & Keynote Speaker in CX Passport Episode 127🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

2:33 BizShui, FengShui and Customer Experience

4:50 How convince others of the value of BizShui

7:03 How did Claire's Disney experience set the stage for great CX?

13:00 Fabulous and 50! Campaign

18:10 Customer Experience and Dubai, UAE

21:40 1st Class Lounge

26:29 Helping leaders create great employee experience

28:56 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”

Episode resources:

Website: claireboscq.com

YouTube: www.youtube.com/@ClaireBoscq

LinkedIn: www.linkedin.com/in/claireboscq/

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🎤🎞️“The one with the real results” with Neha Dutta – Vice President for Digital Client Success Lead EXL in CX Passport Episode 126. What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

04:41 Customer experience process improvement. 

06:01 Why is customer service so bad right now?

11:08 Elevating women in leadership.

14:21 Neha’s tips for exploring Gurgaon, India. 

17:10 Embracing technology in India. 

18:22 1st Class Lounge.

22:34 AI and job enhancement. 

27:28 Going beyond just giving companies a technology solution.

29:54 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

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/neha-dutta-5303a18 

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🎤🎞️Stop Survey Slapping your Sandwich Customers in “The one with marketing malpractice” with Alan Hale President Consight Marketing Group in CX Passport Episode 125🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:09 B2B is NOT the same as B2C

7:58 Customer Experience is “circling the drain?”

13:45 Don’t be fooled by LinkedIn influencers. Marketing is NOT simple

17:34 1st Class Lounge

21:10 AI will solve everything…or it will destroy the world

23:59 Data is nothing without action

26:10 Career path to being a Marketing leader

28:41 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

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

Episode resources:

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

Website: www.consightmarketinggroup.com

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🎤🎞️Want to be promoted? 👂Listen to or 👀Watch this episode...“The one with that career coach” Kendall Berg, Founder of That Career Coach in CX Passport Episode 124🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:20 Getting into career coaching

5:45 Growing your career through being customer focused

9:20 Want to be promoted? Do this!

11:15 Stuck at a place that doesn’t focus on the customer?

13:45 Managers…THIS is your job now

18:45 Wait? What? Impulsively deciding to move to Colorado?!

21:51 1st Class Lounge

26:30 Storytelling…stunning employee experience improvement!

32:15 Managers…pay attention to this too!

35:10 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

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

Episode resources:

All your socials: @Thatcareercoach

Web: thatcareercoach.net

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🎤🎞️Real, tangible profits from Customer Experience in “The one with the Customer Profitability” Evan Klein, Founder & President Satrix Solutions in CX Passport Episode 123🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:45 Customer experience epiphanies

6:35 Triggers that move a company to focus on CX

9:20 The path to profitability

13:53 Doesn’t have to be a new process

16:20 Scottsdale area travel secrets

18:11 1st Class Lounge

21:37 Employee engagement from voice of the customer

24:40 Internal customer experience successes

27:30 How to listen to the customer’s “voice”

30:00 Contact info and closing

If you like CX Passport, I have 4 quick requests:

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

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments 

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

Episode resources:

Company LinkedIn: https://www.linkedin.com/company/satrix-solutions-llc./

Website: https://www.satrixsolutions.com/

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🎤🎞️Customer experience cocktails🍸 and…ahem…toys🤭…in “The one with the CX bartender” with Tshili Khupe Head of LTVplus Strategic Partnerships & Growth - CX Passport Episode 122🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:58 How to listen to the customer

6:40 Turning a contact center to a customer insights center

9:46 Motivating brands to amplify their contact center

12:15 Adult toy customer insights

15:25 Engaging the front line for customer insights

17:19 1st Class Lounge

21:32 Successful customer insight stories

26:25 Reasons why companies turn to BPOs for help

28:52 Contact info and closing

If you like CX Passport, I have 4 quick requests:

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

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments

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

Episode resources:

LTVplus: https://www.ltvplus.com/

Tshili LinkedIn: https://www.linkedin.com/in/tshili-khupe/

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🎤🎞️🥼🔬Think science and genomics don't need customer Experience? Think again “The one with the DNA Experience” Sherry & Melissa Ilumina CX Passport Episode 121🎧

[One note listeners & viewers…this week’s episode had some hardware issues so it’ll be audio only. Back to video next week!]

CHAPTERS

0:00 Introduction

2:47 What does Illumina do?

5:10 Why is Customer Experience needed in genomics?

7:50 Balancing legacy with innovation in customer experience

10:40 Who are the customers for this industry? 

13:25 How to build great CX in genomics

17:33 1st Class Lounge

23:13 Building a CX program from the ground up

26:07 Listening to the customer in genomics

28:40 Investors are realizing the $ benefits of customer experience

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

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

Episode resources:

Illumina: https://www.illumina.com/

Sherry Grissom: https://www.linkedin.com/in/sherry-grissom-954a9930/

Melissa Spears: https://www.linkedin.com/in/melissa-spears-289a658/

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🎤🎞️On a mission to help humans understand humans in "The one with the customer mix tape" with Amy Brown, CEO of Authenticx in CX Passport Episode 120🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:19 Unlocking patient insight from conversations

4:18 The inspiration from growing up in medicine

6:15 In 8th grade and on a heart transplant flight?!

8:41 The crushing complexity of healthcare industry

11:19 A billing call isn’t JUST a billing call

16:30 Why are we getting patient experience so wrong?

18:23 First Class Lounge

22:48 Why start with healthcare?

25:30 Using stories to inspire change 

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

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

Episode resources:

Authenticx: www.authenticx.com

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

🎤🎞️The manager’s job is to Unsuck Things That Suck in “The one with the call center’s call center” with Gary Pudles, President & CEO of AnswerNet in CX Passport Episode 119🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:22 Changing ways customers contact brands today

4:29 Blending digital and human in customer contact

7:35 An INTRIGUING option for Small Business contacts

13:19 Front line employee engagement

17:45 Cuba and Caymans in one trip…contrast indeed

20:40 1st Class Lounge

25:08 The CRM is dead?

27:33 Iterative success vs disruption

31:38 Buying a business

32:41 Contact info and closing

If you like CX Passport, I have 4 quick requests:

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

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments 

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

Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps 

Show notes and other helpful CX & Total VOC content at www.cxpassport.com

Episode resources:

Social media tags: @GaryPudles @answernet

Web: www.answernet.com

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

🎤🎞️“The one with Omotenashi” with George Nagatsuka - Founder Discover Xciting Japan in CX Passport Episode 118🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:45 Omotenashi - What drives the Japanese customer service focus?

7:33 Comparing Japanese to US/Western Customer Service

11:31 Unique Japanese travel experiences

16:26 First Class Lounge

21:54 How does GE process experience influence CX today?

24:49 Variability of the Asian customer experience

28:38 DiscoverXcitingJapan

31:27 Contact info and closing

If you like CX Passport, I have 4 quick requests:

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

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments 

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

Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps 

Show notes and other helpful CX & Total VOC content at www.cxpassport.com

Episode resources:

Spirit of Japanese Customer Service: Omotenashi

LinkedIn: https://www.linkedin.com/in/george-nagatsuka/

Website: https://discoverxcitingjapan.com

Facebook page: https://www.facebook.com/discoverxcitingjapan