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🎤A return to the Middle East with fascinating stories “The one with #SheDrives, Chip Shortages and STUNNING Personalization” in CX Passport E56 with Hussein Dajani 🎧

🏃‍♀️From royal decree to #SheDrives in 39 minutes!

🤗Call it HUMAN Experience

🙋‍♀️#SheDrives...the car, the family, the business...

💻How the chip shortage affects CX

🍕A pizza tracker for your car order!

✨AMAZING personalization at the Ritz Carlton Abu Dhabi. Stunning! I'm floored!!!

👉Want great CX...involve your Front Line!

💭“We're not just after just a financial transaction...we're after winning the hearts and the minds of people rather than just winning a share of their pockets” - Hussein

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Hussein Dajanii: www.linkedin.com/in/hdajani/

Hussein’s Channel: www.youtube.com/husseinmdajani

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CX Passport is on Spring Break and heading to the mountains for a little skiing (actually snowboarding for the first time this year!) So to take a little break, I'm going to replay episode 19 with Nic Zeisler...the guest who definitely spends the most time in the mountains as compared to all my other guests.
Enjoy...and CX Passport will be back next week!

Oroginal show notes below

Episode S1E19 welcomes Nic Zeisler of Zeisler Consulting http://zeislerconsulting.com/ and he’ll hit the controversy horn right off the top of the show. 
Find out why he’s telling companies they’re too focused on ROI. Nic challenges us to consider WHY we start customer experience work at all. Are we motivated for the right reasons? 

Nic tells why companies should stop trying to be Zappos...just be better than the DMV. We’ll talk about skiing in New Zealand and why it was important for both of us to make sure we flew on the 747 before she retires. 

He’s also the first guest that brought his own drink to the show’s First Class lounge. #respect

Hosted by Rick Denton, CX Passport, guides you through  a conversation on customer experience and travel. 

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Working in 17 countries! Designing experiences for Cirque du Soleil!

More passports than one person can keep up with!

🎤Learn about the globally nomadic life in “The one where she designs experiences at Cirque du Soleil…and beyond!” with Carolene Méli in CX Passport episode 54🎧

🌊“Experiences are the Currents of Life"

🌍Living the global nomadic life

🔧Creative Experience design AND operational design create great experiences for every customer every time

🛂How many passports can one person have?!

👩‍🎨Working the front lines as the foundation for experience design

🤹‍♀️Balancing operational excellence with culturally unique experiences in 17 countries

😋How would YOU determine what Russian concession food should be?

🍁"Oh yeah, I AM Canadian!" So many citizenships that it's hard to keep up with them all!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Carolene Méli: www.linkedin.com/in/carolenemeli/

Website: carolenemeli.com/

The Experience Creators Podcast:

Apple: apple.co/3HnUu49

Spotify: spoti.fi/3kIKQzg

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🎤Come for the food & travel, stay for the customer experience wisdom in "The one with sake, churrascarias, CX controversies and 4 steps to CX glory" with Jimmy Hosang of The Modular Analytics company in CX Passport E53🎧

🎭Another CX career launched from a performing arts background!

🔊4 steps to insights and actions from the customer's ACTUAL voice

😱Controversy alert!...Views on scripts in contact centers

🎵What do Bono and the Edge have to do with contact centers?

🤖ALEXA! - The voice experience bringing humanity to automation?

🍣🍶A lost day...and night...in the food scene in Japan

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Jimmy Hosang: www.linkedin.com/in/jimmy-is-analytics/

The Modular Analytics Company: www.tmac.ai/

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🎤Don’t just talk customer centricity…DO IT in “The one with Human to Human banking” episode 52 with Aarthi Murali of M&T Bank🎧

🥰Humans serving humans

✅How can you get CX "Front to Back" in your company

😲Muscat, Oman y'all! Oman!

🛒Becoming the Wegmans of Banking

🧐How do you deliver community-based CX...at scale?

🤘Nic Z...your fave topic makes an appearance!

🦉Your customers don't compare you to your industry...they compare you to ALL of their experiences

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Aarthi Murali: www.linkedin.com/in/aarthi-murali-0a6b90/

M&T Bank: www3.mtb.com/

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🎤Discover the winning patterns of customer experience in “The one with the Dark Side of CX” CX Passport episode 51 with Mike Bartlett 🎧

♟Linking chess and Customer Experience

🧦Humans are pattern matching machines

📕Michael's new book "The Dark Side of CX"

🧠What is the psychology of a bad experience?

✅Two Customer experience friction sources: Goal & Social

🧭Traveling the tranquil Kent Downs

🏫Customer experience and school districts?

👩‍🎨Story telling and survival of the species

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Mike Bartlett: www.linkedin.com/in/michaelbartlettccxp/

The Dark Side of CX - Available for purchase on Amazon

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Want to know how to ACTUALLY create a customer experience program? Trying to get out of the theory and into actual practical steps? Maybe a field manual?

🎤So…At Ease! Hit download, leave a review and have a listen to “The one with the Customer Experience Field Manual” in CX Passport episode 50(!) with Jeff Sheehan🎧

📚A DIFFERENT type of CX book

📅Getting CX right in the new year

💪Why Feb 13th is my favorite gym day of the year

💖Stories = Sustaining 

🚁He flew military helicopters all over the world!

🔨🔧VOC = Listen, Learn, Act ("Kidneys & Corneas")

🍺Raising a Guinness pint with William Dafoe in Thailand

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Jeff Sheehan: www.linkedin.com/in/jeffsheehancxbuilder/

Jeff’s Book “Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program”:  https://amzn.to/3IwRcLT

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🎤Discover the CX of the Seas in “The one with a ‘More Than Perfect’ cruise experience” with Paul Rutter in CX Passport episode 49🎧

🚢The number 1 CX lesson learned from a career at sea

🐶How a dog called Fraulein got Paul into the cruise industry

🤑Loyalty so strong that customers book the next trip BEFORE the current trip is over

🙈Oh...you'll hear about clothing optional cruises too

🤯Try delivering great customer experience when you LIVE with your customers

😲Try delivering great customer experience when you live with your CO-WORKERS

🌏A global cast of employees delivering experiences for a global passenger set

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Paul Rutter: www.linkedin.com/in/parutter/

Website: www.paulrutterspeaks.com

Books: 

“You Can't Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea”

“Repeat Business Inc: The Business of Staying in Business

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🎤Get amazingly emotional in “The one where Pest Control Saves Lives” with Matt Beckwith in CX Passport episode 48🎧

🥰You MUST listen to the last story. Amazingly emotional story of impact

🤗Contact centers going beyond just call deflection

🏡Why Home Services is one of the most intimate CX industries

📚Be the chief storyteller

🧙‍♂️Don't be limited by (aka fooled by) generational stereotypes & urban legends

🤔Do customers prefer digital or did we make it too hard for them to call a human?

🔎Travel teaches you to look beyond what's in the foreground and observe the full local experience

😲Knowing your customer saved a life!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Website: www.contactcentergeek.com and www.mattbeckwith.com

LinkedIn: www.linkedin.com/in/matthewbeckwith/

Twitter: @mattbikewith

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🎤Join me in Turkey in "The one where Design Thinking unlocks the creativity of your childhood" with Seda Alpkaya on CX Passport episode 47🎧

🎨Unlock the creativity of your childhood

🌍Differences in CX across Turkey, UK and the globe

👩‍🍳The recipe of Design Thinking and Customer Experience

🔨Tactical toolsets and activities to start design thinking

🤩Travel to Albania & Cuba!

😋"Just about anything fried is good"

✅How do you know if your company is culturally ready to do REAL design thinking?

👏Turkish companies delivering outstanding Customer Experience

🧠Design thinking vs regular ol brainstorming

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Seda Alpkaya: https://www.linkedin.com/in/seda-alpkaya/

VOXAL Consulting: https://www.voxal.co.uk/