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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:

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✅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

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

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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”

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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

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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/

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

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”

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Web: http://cxpassport.com

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Episode resources:

yoummday - www.yoummday.com

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

🎤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

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Episode resources:

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

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

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

🎤Board a luxury, double aisle, supersized episode with Bryan Stoller, Global Head of Customer Care at United Airlines in “The one with United Airlines Customer Experience” CX Passport E107🎧 What’s in the episode?...

⚙️How to prioritize the insights gained from the customer contact center

👉What drove United's evolution beyond random call listening to deep contact insights?

🤯Ahh flight benefits! Flying to Hong Kong just to attend a friend's party!

💡A resolved experience makes for a good experience

🔬Learn WHERE to hunt...then GO hunt!

✅Unlocking insights by overcoming "internal thinking"

😯Handling IROPs - Irregular Operations

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

💭“Learn something from [customer] interactions TODAY...to help TOMORROW” - Bryan

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#aviation #customerservice #insight #podcast #travel

Episode resources:

Bryan Stoller LinkedIn: https://www.linkedin.com/in/bryanstoller/

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🎤CX Passport’s first guest from Uganda(!) in “The one with the simplicity of CX” with Evas Bazirakakye, Customer Relationship Manager at Umeme🎧 What’s in the episode?...

😊Simplicity is attractive...especially in experience

👉The evolution of Customer Experience in Uganda

💡Every interaction should create a memory...an experience

📈Good experience = Good sales = Good business results

😲Shocked to hear what some customers might do in reaction to a bad experience

😍Elevating beyond customer experience to a social responsibility

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

💭“And I realized that if a business really focused on…ensuring customer focused, they're trying to provide a solution to a customer…what does the customer want? How can we better a customer, probably it would make more sales for their business and bring in more business” - Evas Bazirakakye

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Episode resources:

Evas’ LinkedIn: https://www.linkedin.com/in/evas-bazirakakye-kizza-a327a424/

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

🎤Get beautifully designed Customer Experience in “The one with the convergence of clarity and surprise” with Jared Fink of Siegel+Gale in CX Passport episode 105🎧  What’s in the episode?...

🥰"Designing something people love"

👩‍🎨Humans are messy. How design for humans?

✈️What makes a great travel lounge - from chaos to calm

🔬"Beautiful simplicity is really hard to do"

💹A great in-store retail experience WILL generate business results

😍Moments of joy a great design can bring

💡What impacts a board room? That real, in-home immersive customer research

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

💭“ But a lot of the work that's really enlightening, the stuff that shifts a boardroom, the stuff that really gets people to feel it is when you actually go and spend time with [people] and document it.” - Jared

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Episode resources:

Website: https://www.siegelgale.com/

All social media: @SiegelGale

Sushi documentary - Jiro Dreams of Sushi: https://www.imdb.com/title/tt1772925/