CX Passport

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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/

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🎤CX Passport episode starts 2022 off with a trip to Jordan(!) in "The one with igniting passion for Customer Experience in the Arab region" with Olga Budieri🎧

🤸‍♀️More than CX...architect HUMAN experiences

🌍 GLOCAL…Front line matters…especially a GLOBAL front line...UAE, KSA, Australia and beyond

🙋‍♀️What is Voice of the Business?

📈With MILLION of packages...successful CX must be scalable...so how?

🦉Presenting solutions up front by predicting customer concern BEFORE customer contact

🧳I love it when a guest answers "Which one?" when I ask about their trip to Dubai. 

📱Difference of digital around across the globe

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

Episode resources:

Olga Budieri: www.linkedin.com/in/olgabudieri/

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🎤 “The one with the Holiday First Class Lounge Collection (Part 2)”🎧 CX Passport. Still on  a holiday break but hope you enjoy this compilation of First Class Lounge snippets.

Thank you to all the listeners and supporters of CX Passport. Thank you for your input and your reviews. I hope everyone has a wonderful close to 2021 and Happy New Year!

Enjoy this compilation of great First Class Lounge visits with Santhakumaran Atmalingam, Brooke Bayer, Sebastien Munar, Gavin Scott, Shep Hyken, Jo Boswell…and the only person who brought his own drink to the First Class lounge…Nic Z. 

For those just getting started…have a listen to this holiday treat but then peruse the back catalog. Subscribe, download, tell a friend and leave a review…as that’s the best way to share CX Passport. 

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🎤 “The one with the Holiday First Class Lounge Collection (Part 1)”🎧 CX Passport takes a break but wouldn’t leave you without an episode.

Enjoy this compilation of great First Class Lounge visits with Sharon Boyd, Todd Sears, Julie Cockerill, Erik Lautier, Katie Stabler & Katie Miller

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

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📢Mike Verret gets to the root of personal and brand messaging and how that influences overall customer experience.

💪Be First, Better or Different

🐴Eeyore and 🤖Optimus Prime are the same voice?!?!?

🏈How are an American football lineman and great CX so similar?

🌏Traveling with Hasbro across the globe!

💡Highlight the problem you solve before describing the solution

100% of it is important to you…but only 3-5% of that is important to your customer audience

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

💭“Your business and the way you think about it is not the way your audience is going to be thinking. So think of it as 100% of what's important to you…3 to 5% of that are important to your audience. ” - Mike