CX Passport

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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

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🎤🎞️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

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🎤🎞️“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

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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

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:

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

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:

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/