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🎤🎞️PREACH it Pastor! Today CX=Church Experience and you'll be stunned how much we in the biz CX world can learn from the faith world in “The one with the relational collateral” Phil Davis Faith Community Church (Prague) in CX Passport E117. What’s in the episode?...

🤗For the first time, CX Passport listeners have an opportunity to give back. More detail in the episode on how you can support this mission which is currently serving the humanitarian needs of the Ukrainian refugee community created by the tragic invasion of Ukraine in addition to the soul needs of the Prague international community. Listen to the episode and then…

Support here: https://give.serge.org/donate/phil-and-shanna-davis

CHAPTERS

0:00 Introduction

4:45 Church vs business when it comes to creating experiences

8:30 Customer sensitive NOT customer driven

11:01 Many churches…one goal

14:03 Asking your “customers” to sacrifice?

17:09 What’s unique and special about Prague?

21:08 1st Class Lounge

25:42 The KEY lesson EVERY CX person should know

28:50 Why “brand promise” matters even MORE in the faith world

31:26 What’s next for Faith Community

33:25 Contact info and closing

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

Apple Podcasts: http://bit.ly/applecxpassport

Spotify: http://bit.ly/spotifycxpassport

Web: http://cxpassport.com

YouTube: https://bit.ly/youtubecxpassport

Episode resources:

Support Faith Community Church

https://give.serge.org/donate/phil-and-shanna-davis

Website: faithcommunity.cz

Mission Organization: serge.org

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🎤🎞️Building communities CX and beyond in “The one with 2 T-Rexes and 2 Pennies” with Mercer Smith VP CX Insights and Community at Partner Hero | CX Passport E116🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:32 Using communities to better the Customer Experience world

4:45 What makes a GOOD community?

9:33 Elevate the customer insights from the front-line

13:59 Providing the support and language for mental wellness

16:08 1st Class Lounge

20:47 How to scale great teams

25:20 A brilliant trait to block the tribalism of CX labels

27:48 What’s next for communities and customer experience?

30:40 Closing and contact information

Want video? Watch & subscribe www.youtube.com/@cxpassport

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

Apple Podcasts: http://bit.ly/applecxpassport

Spotify: http://bit.ly/spotifycxpassport

Web: http://cxpassport.com

YouTube: https://bit.ly/youtubecxpassport


Episode resources:

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

Social Media handles: @mercenator

Website: https://www.mercenator.com/

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🎤🎞️Opening career doors and building communities in “The one with expanding representation & BPO partnerships“ with Megan Bassler VP Strategic Partnerships at OP360 in CX Passport E115🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:44 The partnership role and OP360

4:29 Jet fuel for career learning - BPO industry

9:00 Expanding representation and diversity in BPO leadership

12:31 Practical tips for creating Communities

18:36 AI and the BPO industry

21:14 1st Class Lounge

26:13 Keeping humanity in the AI and Digital solutions

29:22 Equipping agents to successfully represent both brand and BPO

33:15 Contact info and closing

Thank you, OP360 for your sponsorship of this episode. 

Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorship

https://www.ex4cx.com/blog/2023/3/3/if-i-would-have-them-on-my-show-for-free-i-might-as-well-get-paid-for-it

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:

Megan LinkedIn: https://www.linkedin.com/in/megan-lyn-vonderach/

OP360: https://www.op360.com/

CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

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🎤🎞️Jeff Krogman of MasterCard explains getting it right for customers in “The one with the customer first downs” CX Passport Episode 114🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:34 Jeff’s role at MasterCard

4:04 How to keep “non-customer” roles focused on the customer

6:40 A wide spectrum of “customer” for MasterCard

8:35 What does Voice of the Customer look like across a wide customer spectrum

10:27 Listening to all B2B customer types

12:35 Personalization with a spectrum of customers

15:00 Creating what customers want

17:13 1st Class Lounge Travel, Fun & Food

22:48 Bringing customer and non-customer teams together

25:41 Process. Process. Process…Getting the basics right for customers

28:10 Addressing the challenge of payment industry newcomers

31:26 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:

Jeff Krogman LinkedIn: https://www.linkedin.com/in/jeff-krogman-a30a6210/

The Reluctant Traveler with Eugene Levy

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🎤😲There's an open air pool at this airport! Andrew Tan Director Airport Operations Consultancy at Changi Airport Group in "The one with the Changi experience" CX Passport E113🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

3:41 Why is Changi so special to passengers?

5:37 What makes an airline choose an airport?

7:33 Why is customer experience at an airport vital?

11:06 Your CX Passport Captain

11:32 The airport attracts the community 

13:26 What to do and eat in Singapore

20:30 1st Class Lounge

23:51 How to know what an airport really needs

25:41 Contextualize technology in overall CX context

30:20 The surprise delights 🏊at Changi

33:20 Contact info and closing

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

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

Apple Podcasts: http://bit.ly/applecxpassport

Spotify: http://bit.ly/spotifycxpassport

Web: http://cxpassport.com

YouTube: https://bit.ly/youtubecxpassport

Episode resources:

Changi Airports International: https://www.cai.sg/

Andrew LinkedIn: https://www.linkedin.com/in/andrewtan2000/

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🎤🎞️“The one with the beverage customer experience” with Gabriela Amaral, Global Customer Satisfaction Manager at AB InBev in CX Passport Episode 112🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:58 From tech university degrees to leading global customer experience

5:22 Creating great customer experience for B2B customers

9:25 Your CX Passport Captain

15:03 A taste of Brazil

17:36 1st Class Lounge

20:54 Creating a culture focused on CX in a results driven environment

23:51 Blending human and digital in customer experience

26:17 Growing the Brazilian customer experience community

28:03 Contact info and closing

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

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

Apple Podcasts: http://bit.ly/applecxpassport

Spotify: http://bit.ly/spotifycxpassport

Web: http://cxpassport.com

YouTube: www.youtube.com/@cxpassport

Episode resources:

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

Instagram: https://www.instagram.com/gabrielaamaral.cxt/

CX Leader - CX mentoring program: https://gabrielaamaralcxt.com.br/cxleader

Método CXGE, CX strategy and governance on-line course: https://gabrielaamaralcxt.com.br/metodocxge 

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🎤🎞️“The one with the CX orchestration” with Mark Slatin, CX Advisor at EmpoweredCX in CX Passport Episode 111🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:12 Tangible experience in CX

3:58 What’s the role of a CX leader?

6:48 How to move customer experience initiatives forward…successfully

9:19 Inspiring change using the customer’s story

12:27 We’re still justifying the ROI of Customer Experience?

16:38 1st Class Lounge

20:11 How to get better at being tactical, not so esoteric with CX

22:44 Why is Customer Experience/Service still SO bad?

25:38 What are companies focused on in 2023?

27:45 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:

Podcast: The Delighted Customer Podcast https://www.empoweredcx.com/podcast

Website & maturity experince assessemnt : empoweredcx.com

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

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🎤🎞️“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

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

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

Apple Podcasts: http://bit.ly/applecxpassport

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Web: http://cxpassport.com

YouTube: https://bit.ly/youtubecxpassport

#customerexperience #voiceofthecustomer #employeeexperience #retail #podcast

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/

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Today CX Passport begins video podcasting. Continue listening on your favorite audio apps...or head over to YouTube and subscribe to the CX Passport channel there to watch each episode  youtube.com/@cxpassport
🎤Customer & Employee experience transformation for BPOs in “The one with the Uber of BPOs” with Claas van Delden, Chief Growth Officer for yoummday in CX Passport E109🎧

CHAPTERS

0:00 Introduction

2:10 An Uber-platform for BPOs?

5:00 Why are BPOs ripe for disruption

8:31 So why would this be better for customer experience?

12:17 The best way to learn from front lines 

16:05 A story of a client making immediate changes using real-time customer insight 

17:36 1st Class Lounge

21:59 How does this model help employee experience?

25:20 Opening up opportunities for underserved talent communities

26:40 How to equip a fully independent and remote talent base

30:37 Learning from the global talent base

33:20 Contact info and closing

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

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

Apple Podcasts: http://bit.ly/applecxpassport

Spotify: http://bit.ly/spotifycxpassport

Web: http://cxpassport.com

YouTube: https://bit.ly/youtubecxpassport

Episode resources:

yoummday - www.yoummday.com

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🎤Crypto and Customer Experience? You bet! “The one with the better Crypto Customer Experience” with Clemens Behrend of Web3CX CX Passport Episode 108🎧 What’s in the episode?...

🤷‍♂️Why should Crypto and Web3 focus on customer experience?

🚩How did customer experience observations show early red flags about FTX?

💡Want to break into the crypto space as customer support? 

⚠️Caution customers - If a company isn't treating CX right, they probably aren't treating their business right

🍍Pineapple is a least favorite food?!

💖How not to abandon the humanity with our digital solutions?

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

💭“What's very often overlooked in all of these hyped up crypto projects, there are no names, or real persons. But customer experience is actually when you connect with people” - Clemens

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

Apple Podcasts: http://bit.ly/applecxpassport

Spotify: http://bit.ly/spotifycxpassport

Web: http://cxpassport.com

YouTube: https://bit.ly/youtubecxpassport

Episode resources:

Web3CX: https://www.web3cx.io/

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