CX Passport

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

🎤🎞️Bringing Customer Service to a new level in “The one where he Elevates” – with Wes Dudley, VP of Customer Experience at Broad River Retail in CX Passport E132🎧 What’s in the episode?...

[00:00] Introduction

[02:41] Applying AI to enhance customer experience

[04:41] Onboarding and training to help equip people with AI

[07:22] Ensuring that we don’t lose the human aspect of CX

[13:11] Stepping into a new CX leader role

[15:45] 1st Class Business Lounge

[20:44] How to help equip the frontline to co-create customer experiences

[26:37] Addressing challenges with buy-in from CX ideas

[29:16] 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

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

Episode resources:

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

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

CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th
🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:50 What a Customer Experience role should be

3:41 How do you act on what you learn from the customer?

8:49 Your CX Passport Captain

9:15 Stacking wins on wins -The Foot Locker customer experience journey

14:43 How to learn from and deliver for a global customer experience 

17:53 1st Class Lounge

21:15 Creating actual business results from voice of the customer

24:36 How to get customer insight from the front line employee

26:50 Using Voice of the Customer to celebrate employees | Video celebrations

31:07 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/tyler-saxey-45968923/

Foot Locker: https://www.footlocker.com/

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

CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th
🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?...

😬Ummm...flight attendant...have you seen my pants?

🤯Weight checks? Girdle checks?!...at work?!

😋Getting a cooked to order medium rare steak on a flight?

😲You'll be SHOCKED how they handled a cigar on a flight!

💡Flight attendants - "We were some of the first feminists"

😳Steamy thoughts with 007

☝️The one thing you should do to get on a flight attendant's good side

😶What happens on an overnight, stays on an overnight

🤩Beluga caviar from Iran…as an in flight appetizer?!

💭”It's a flight attendant. What can I say, we always find the best places” - Stephanie

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:

True Tales book web site: truetalestwa.com

The Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459

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

🎤🎞️The one with elephant level emotional intelligence – with Sandra Thompson, Founder of Ei Evolution in CX Passport E129🎧 What’s in the episode?...

[00:00] Introduction

[02:09] How Sandra first got into emotional intelligence

[05:35] The theoretical versus practical aspect of EI

[11:10] An example of customer experience that needed a great level of EI

[18:54] Keeping the humanity aspect of customer experience and the service design

[23:40] 1st Class Business Lounge

[28:16] If you want to grow your EI skills, where do you get started?

[32:01] How to help foster growth of EI in your own team

[36:17] 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

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

Episode resources:

Website:  www.eievolution.com
LinkedIn: https://www.linkedin.com/in/cxeisandra/
Emotional Intelligence 2.0 (where you get the code and can measure your existing Ei levels): https://www.amazon.co.uk/Emotional-Intelligence-2-0-Travis-Bradberry/dp/0974320625 

The Emotional Culture deck: https://www.ridersandelephants.com/the-emotional-culture-deck

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🎤🎞️Be encouraged! CX is on fire🔥 “The one with the CX hot roll” with Eli Weiss, Sr Director Customer Experience | Jones Road Beauty in CX Passport Episode 128🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

2:32 A customer experience renaissance

4:29 Why are Customer teams under threat today?

8:08 The core role of a customer leader

10:45 How to listen to D2C customers

17:10 Moving to action

19:25 Travel stories show the heart of customer experience

23:09 1st Class Lounge

27:50 Maybe Zappos shouldn’t be the *pinnacle* of customer experience

32:23 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

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

Episode resources:

Web: eliweisss.com

Jones Road Beauty: https://jonesroadbeauty.com/

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

🎤🎞️“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/

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

🎤🎞️“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 

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

🎤🎞️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

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

🎤🎞️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

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

🎤🎞️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/