CX Passport

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

🎤Find out what’s beyond Voice of the Customer in “The one with the Voice of Service” with Craig Stoss of PartnerHero in CX Passport episode 92🎧 What’s in the episode?...

🚒You wouldn't use a Chatbot if your house was on fire would you? 

😶Word of mouth...doesn't automatically mean there's value in the experience

💾The Commodore 64 makes an appearance!

✅The RIGHT way to set up a customer support function

📣Voice of Service...one step above Voice of Customer

🤟A new breed of BPO

🥰We are ALL customers

💭“It doesn't matter what part of the world in…you are you are consuming in some way. You are a customer and yet we experience that element of being a customer so differently.” - Craig

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

Episode resources:

LinkedIn: linkedin.com/in/cstoss

Craig Twitter: @stossinsupport 

Partner Hero Web: partnerhero.com

Partner Hero Twitter: @partnerhero

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🎤Expand your global perspective in “The one with the Cameroon customer experience evolution” with Georges Essama of Cameroon Telecommunications in CX Passport episode 91🎧 What’s in the episode?...

💪The emerging CX discipline of Cameroon

📈The first CX index for Cameroon

🌍The world's best peppercorn

👉Starting a Customer Experience care as a front line agent

💡Change the change management model

✨Small CX victories influence larger CX initiatives

📖The Bible as a Customer Experience guide

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

💭“Customer Experience is about people's lives” - Georges

Episode resources:

LinkedIn: linkedin.com/in/georgesessama

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🎤Dude…My mind is blown in “The one where surfing proves Good CX is Good Business” with Tony Sanchez Vice President, Customer Experience at Comcast Advertising in CX Passport episode 90🎧 What’s in the episode?

🤯You MUST listen to Tony tie surfing to business...mind blown

👉Experience as the differentiator...even in industries you wouldn't expect it!

💡Doing Customer Experience before he knew it was CX

💥Real, actionable, winning insight...by BEING with the customer

😋Yum! Mexican-Korean fusion food

✅The business impact...the results...that's what matters

💭“Only bring what's important and will add value” - Tony

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

Episode resources:

Website: effectv.com

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🎤Change is a coming in “The one with a new CX Sheriff in town” with Amanda Ono of Resolver in CX Passport episode 89🎧 What’s in the episode?

👉It's not just steps and processes...change LEADERSHIP matters

🙋‍♀️Am I building this process for me/the business or for the customer?

❓What to do when a customer doesn't know what they want

📢Name the change. Don't hide from it

😊5 months backpacking in SE Asia...A smile and a laugh is universal

🌊How do service teams keep up with rapidly evolving products?

👩‍💼Customers still want a human!

💭“I think you can automate certain things, you can process certain things. But at the end of the day, humans still buy from humans, they still partner with humans.” - Amanda 

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

Episode resources:

LinkedIn: www.linkedin.com/in/amandaono

Web: resolver.com

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🎤Get back to the basics of Customer Experience in “The one where they're curious about CX” with Karl Sharicz of HorizonCX in CX Passport Episode 88🎧 What’s in the episode?

👨‍🍳A return to CX fundamentals

🔬So much awareness that CX is bad...but companies are still getting it wrong

🛑Stop using the term call deflection

🔨Equip your front line to do the right thing!

👉Customer Experience leaders are responsible for connecting the dots from CX to $

🎸The Smithereens!

💭“Service is really delivered by frontline people. And I'll say in most cases, even in my experience, when I get to that real person, they want to do a good job. But they may be constrained by whatever systems they have the tools that they have in order to help them be successful.” - Karl

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

Episode resources:

Email: [email protected]

Web: horizoncx.com

LinkedIn: linkedin.com/in/karlsharicz

Music Museum of New England: www.mmone.org

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🎤Improve your brand’s customer experience in “The one with the BPO whisperer” with Fred Shadding of The Call Center Source in CX Passport Episode 87🎧 What’s in the episode?...

🎯BPOs that improve Customer Experience, not degrade it

😲~24:30 - A VERY controversial contact center tool: Auto-tune for accents?...what do you think about it?

🔦How do you choose with 1000s of BPOs worldwide?

👉The Front Line...The Front Line...The Front Line!

🤩Morocco y'all! Morocco!

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

💭“South Africa is the offshore market that the US clientele have been waiting on for years.” - Fred

Episode resources:

LinkedIn: www.linkedin.com/in/fredshadding

Email: [email protected]

Web: www.thecallcentersource.com

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🎤How to do customer success right in “The one where Fish And Chips Leads to Customer Success” with Ryan Noakes Customer Success Manager at SAI360 in CX Passport Episode 86🎧 What’s in the episode?...

💡His top tip

🐟From a fish & chips waiter to customer success

✅Build a relationship...a relationship with your customer

👉Front line. THE front line. The FRONT LINE

🥶A 60 story building under construction, freezing weather, and a 10 second lag time

👨‍🍳MasterChef aspirations!

😐Sharing facts. Meh. Share the struggle!

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

💭“But if your [CSM] team really aren't putting themselves in the customers’ shoes, you're going to struggle to be able to communicate internally, because all you're going to be doing is passing facts between facts.” - Ryan

Episode resources:

LinkedIn: www.linkedin.com/in/ryannoakes-csm

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🎤Find out how to do B2B in “The one where he does B2B Customer Experience Better” with Jim Tincher the author of “Do B2B Better” and Founder & CEO of Heart of the Customer in CX Passport episode 85 🎧 What’s in the episode?...

✅Do B2B Better!

🤗Hug your customers

🤯Whaaaaa?! CX leaders who don't talk with customers?!

🎉7 magic words to create impact in your CX initiatives

🏃‍♀️Getting to actionable insights

💡What REALLY matters to the customer

🥰What does Customer Experience look like for a charitable organization?

💭“But very few [CX Leaders] actually talked to a customer recently, which just blew me away. I asked people, “Well, when's the last time you talked to a customer?” “ Well, we did a survey last month.” “No, no, no, no, when's the last time you talked with a customer?” - Jim

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

Episode resources:

LinkedIn: www.linkedin.com/in/jimtincher

“Do B2B Better” Book & Conference: www.dob2bbetter.com

Heart of the Customer: heartofthecustomer.com

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🎤Do you consider neurodiversity when designing experiences? There’s real opportunity in “The one with neurodiverse, patient and reimagined experiences” with Shawn Nason of MOFI in CX Passport episode 84🎧

🎢Dollywood. Yes Dollywood gets experience design for neurodiversity right

💡Reimagine experience ecosystems

🎭Proving how backstage actions impact frontstage customer experiences

⚡Get out there and BE with your guests, your customers, your members

👉👉10:30-15:45 MUST Listen - The magic when experience design considers neurodiversity

Why is Patient Experience so 🤬up?!

✅Action is not about metrics and reporting

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

💭“You are amazed what it does when you don't have the ability to go into a restaurant. Because you don't know how your autistic child is going to behave. Or go on a vacation or go get their haircut. Because it's sensory overload for them, right?...so every place I go now I stop and think not just for him but for the whole neurodiverse community. How is this setup for them?” - Shawn

Episode resources:

LinkedIn: www.linkedin.com/in/nasonshawn

Kiss Your Dragons book: shawnnason.com/kissyourdragons

MOFI: www.mofi.co

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🎤Get excited about the Euros, the NFL, the MLB in “The one with amazing fan experience at world famous events” with Matt Lynch of MoonShot in CX Passport episode 83🎧 What’s in the episode?...

🤩World Famous Events. World Famous Fan Experiences

💗Focus on purpose not function to create great experience

👉World famous events understand the front line is their brand

😋Jamón, olives and special potato chips

🙌Making it fun for fan experience volunteers

👷‍♀️Not just theory...getting dirty in operations and front line

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

💭“We'd much rather be on the ground, when the tournaments going on or at the Super Bowl, or at the MLB London series, or whatever the event is, and be a part of the volunteer experience or be a part of the frontline experience…Back in Super Bowl 5, in Atlanta, we're on the ground at two o'clock in the morning, usually, Super Bowl Sunday morning, we're the first people there to welcome our first teammates to the stadium. And that's a big deal….When it comes to the staff experience, the frontline teammate experience knowing that yes, we need to be there two o'clock in the morning to say good morning, have a cup of coffee or some doughnuts there for these staff” - Matt

Episode resources:

MoonShot: www.mshot.co

MoonShot LinkedIn: www.linkedin.com/company/moonshotpurpose