CX Passport

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🎤Discover why Customer Experience REALLY matters in Brazil in "The one with the 3 P’s of CX" episode 62 with Laise Porto🎧

🌎How CX has changed in Brazil and Latin America

😎You're gonna want to go to Bahia after this episode!

👀Experience matters. Experience REALLY matters in Brazil.

💰"CX Marketing" works in Brazil

🍣The sushi culture is STRONG in Brazil

😍Simple empathy on an airline going viral 

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

Episode resources:

Laise Pôrto: www.linkedin.com/in/laiseporto/

CX Conversations: www.cx-centric.com/events

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🎤If Customer Experience is so broken, what’s the one thing to fix it? Find out in “The one with CSX (Customer SERVICE Experience)” with Alex Mead in CX Passport episode 61🎧

😣What's wrong with customer experience today?

☝What’s the 1 thing to fix it?

🧵Two main threads of Customer Experience

🤬Customer SERVICE Experience (CSX) is still so broken

😲Fixing parcel delivery when 1 in 5 deliveries (20%!) resulted in a phone call

🚚Living the employee's experience to understand customer experience

👀SHOW leaders the actual customer experience

🌍The evolution of customer experience across 30+ countries

😎Ah...Grand Cayman

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

Episode resources: 

Alex Mead: www.linkedin.com/in/alexmead/

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🎤Open that tray table, buckle that seat belt and watch a show in “The one with the in-flight entertainment” CX Passport E60 with Corinne Streichert🎧

📺Starting an in-flight entertainment career 

💰Customer Experience as a product

🧳Working for an airline...Vegas for the weekend...from Australia?!

🤗Customer Service as an empathetic career builder

💻BYOD...will seat back entertainment go away?

🎬How do airlines choose content for in-flight entertainment

🧭Arrive at airport. Look at board. Choose where to go. Fun!

👉Considering accessibility and global diversity with in-flight entertainment

💭“You've got to know your customer. I think you have to build a product. You're not building it for yourself. You're not building it for your leadership. You're building it for your customers.” - Corinne

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

Episode resources:

IFECtiv: www.ifectiv.aero

Corinne Streichert: www.linkedin.com/in/corinnestreichert

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🎤Head to Turkey for some wise insight in “The one with the 1% Diamond Insight” CX Passport E59 Gürol Kurt🎧

👉Don't focus on NPS. focus on experience

🌍Variance in NPS scores across geographies

💁‍♂️Retail Self service appetite vs desire for assistance across the globe

☕Urban vs rural approach to Customer Experience in Turkey

🔧Don't worry about the score. Close the loop!

✌Being a global tourist is one of the most important paths to peace

🤩What it's like to live in Turkey, one of the most sought after tourist destinations in the world

👂How to hear customers' voices BEYOND the survey

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

Episode resources:

Website: alternacx.com/

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🎤Find out how the “beautiful game” and Customer Experience go hand in hand in “The one with the CX Goalkeeper” CX Passport E58 Gregorio Uglioni🎧

⚽How does football (soccer) explain customer experience?

🤝It's not about B2B or B2C...it's H2H

🤩Mauritius. Hawaii. Need I say more?

🥅All players have the same goal...scoring a goal...even if not every player actually scores it

🤣Lies our parents tell us - Green Spaghetti

✅What does REAL "Transformation" look like?

👂GO. SIT. LISTEN. Get next to your front line

🔨Fix the basics. Then think about the WOW experiences

💭“ I think quite a lot of businesses are dreaming of having customers like fans.” - Gregorio

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

Episode resources:

LinkedIn: www.linkedin.com/in/gregorio-uglioni/

Website: www.cxgoalkeeper.com

CX Goalkeeper Podcast: www.cxgoalkeeper.com/podcast

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🎤Imagine what #CX would look like if a country had a Minister of Happiness? Hear about that happening in the UAE in “The one with the Minister of Happiness” with Faran Niaz in CX Passport episode 57🎧

😲Imagine the leader of the country live tweeting their post office experience...and forcing CX change!

📈Taking a bank from the bottom to the top of CX

👂Talk with...and LISTEN TO...your front line! (without the supervisors)

🔧Operational back end must be in sync with front end CX promises

🎉Global Employee Experience differences matter - That San Antonio celebration may not play as well in Eastern Europe

🧳Traveling to the Shire

📸Faran's photography exhibited around the world!

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

Episode resources:

Faran Niaz: www.linkedin.com/in/farann/

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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/