CX Passport

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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

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✅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”

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#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”

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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

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Episode resources:

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

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

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🎤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/

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🎤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

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

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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/

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🎤There’s a revolution in customer experience coming “The one with the patient choice awakening” with Ben Seals, CEO of Thomas Eye Group in CX Passport episode 104. What’s in the episode?...🎧

📞When your FIRST call teaches you to love to talk to customers

💡When the CEO hears directly from customers

❗Patient choice...it's real...it's now

🧑‍⚕️Improving financial & MEDICAL outcomes through better patient experience

🩺Patient experience is customer experience

🍌"Banana pudding is my kryptonite"

😲Whoa! Imagine handling the emergency call from a wife scared to death about her husband's immediate eye emergency

💭“Giving that agent the tools and the skills to address the need is the responsibility of our leadership team in the organization.” - Ben

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

Episode resources:

Ben Seals LinkedIn: linkedin.com/in/benseals

Thomas Eye Group: www.thomaseye.com

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

For the first time, I’m recommending you view this episode rather than listen to it. www.youtube.com/@cxpassport

🎤Will there be a place for humans in Customer Experience? Find out in “The one where chatGPT visits CX Passport” Episode 103🎧 What’s in the episode?...

(How I made this video is in the episode resources below)

🤖Why get AI’s perspective on customer experience?

😨Will Humans have a place?

😠Why are companies continuing to provide poor customer experience?

👉How can companies keep humanity in their customer experience?

😋What’s chatGPT’s favorite food and where does it want to travel next?

📈How would chatGPT prove the ROI of customer experience initiatives?

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

💭“Absolutely…I think there will always be a role for humans in customer experience. Technology is great for streamlining processes, but it can never replace the human element of customer service” - chatGPT

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Episode resources:

Website: chatgpt.com

Email: [email protected]

Twitter: @chatgpt

—chatGPT’s responses were prompted using the questions you hear in the episode fed into the OpenAI playground https://platform.openai.com/playground

—The avatar was created using midjourney https://midjourney.com/

—Videos were created with D-ID https://www.d-id.com/

—Incredibly easy to make