CX Passport

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

🎤“The one where CX is Yoga” Twist your mind instead of your body today and grab today’s CX Passport episode 42 with the excellent Jay Thattai🎧

🧘‍♀️3 Stages of Yoga = 3 Stages of Customers

🏋️‍♂️Neither CX nor 6 pack abs happen overnight

😲You'll be stunned by this trip to Thailand (Chaing Mai)

💞The "Soulful" nature of reviews

🔨The #1 tool for customer experience...it's NOT what you think

🐼Kung Fu Panda makes an appearance!

🏪Buy from your own store

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

Episode resources:

Jay Thattai: www.linkedin.com/in/jay-thattai-8a30825/

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When we think of VOC, we often think of Voice of the Customer. But when you talk with talent acquisition leaders, it means something completely different. Learn all about Candidate Experience and Voice or the Candidate from John Bradley of Albertsons. 

💡Nobody even said "Candidate Experience" 10 years ago

🤷‍♂️Why does Candidate Experience matter?

🎵The Zune...yes the ZUNE makes an appearance!

😣How does an ATS make a candidate feel?

🛒Find out why John was destined to work in the grocery industry

👩‍💼Don't forget Hiring Manager experience

👻No ghosting. Keep 'em informed. 

📈Better business thru VOC...not customer...Voice of the Candidate

🚢Cruising at the Chef's Table

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

Episode resources:

John Bradley: www.linkedin.com/in/johnbradleyiii

Albertsons: www.albertsons.com

Albertsons Careers:www.albertsonscompanies.com/careers/en/our-companies/albertsons.html

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

When you’ve been a part of the CX community for decades, you know what matters most. Today’s guest, Elaine Lee, shares her thoughts on how to really understand your customer. Stop treating them like averages, or ideal customers, and instead get to really know your customer.

👨‍🔬Don't average your customer out into an amorphous blob

🗣TALK to your customer...no really TALK to your customer

📞Contact centers are undervalued

🙉There's no hiding from the customer when you listen to them

👂The value of call listening sessions

🙅‍♀️There is NO such thing as an ideal customer

🎨Design a VOC program where a customer WANTS to give you their voice

🛴Be a traveler in your own city

🏡Staying with families on a trip Cuba

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

Episode resources:

Elaine Lee: www.linkedin.com/in/elaine-lee-8080742

Website: www.reynoldsbusbylee.com

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

What if you turned experience, leadership, talent upside down? Find out the greatness that creates in today’s episode with Andre Wiringa of Start Reverse. 

🔀What does Start Reverse mean?

🧑We're bringing human back. Yeah!

🥰Dunes. Wandering. National Forests. REAL emotions of laugher and tears. THIS is the way to do a leadership retreat!

😲🤩🛬 Private jet landing on the beach in Australia 

🤗Leadership that lets people be themselves

🎭👩‍🎤👨‍🎤Casting - A NOVEL way of talent acquisition

🧳Travel changes your approach to CX

🔻Invert the org chart

⚽Words have impact Supervisors will supervise but coaches will coach

🤝When delivery and consumption of experience happen at the same time

🥶North Pole dreaming

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

Episode resources:

Andre Wiringa: www.linkedin.com/in/andrewiringa

Start Reverse: startreverse.com

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

Contact center agents, especially those in hospitality, are on the front lines of the Max Mad world of travel we live in today. How can we help those agents? Find out from Mindy Lentz, Director of Customer Care at Hilton, in today’s episode.

🙄🤬🙄The plague of Adult Temper Tantrums

🦸‍♀️How to be the superhero that saves their day

😍🧳Hiring passion for what your brand offers

😲🤑A FANTASTIC employee discount program

🤗😣Solving for "Service Fatigue"

🚗🔥The Mad Max of Travel today 

👻Fave Ghost tours!

💞Keeping remote agents engaged -Not how are you but how ARE you

🦈Is that a shark?!?!

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

Episode resources:

Mindy Lentz: www.linkedin.com/in/malindalentz

Hilton: www.hilton.com

Hilton Careers: jobs.hilton.com

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

We continue to live in a world of change. It was there before. It is here now. It will be there in the future. 

So if that’s the case, why do companies get change wrong so often? Today’s guest, Cristina Herrera is on a mission to change that by bringing people-driven change management to businesses worldwide. 

Cristina cuts the BS of business and gets companies to get right to the heart of the people. 

She explains how yesterday’s perks are today’s norm and how to have a real human conversation with your employees. 

How can you best adapt your change program to the cultural differences across the globe? Cristina tells us how. 

Find out how a 3 month backpacking trip in Asia shaped Cristina’s approach to change management. Want to know why cheese creates a best friendship between host and guest? Have a listen to find out!

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

Episode resources:

Cristina Herrera: www.linkedin.com/in/misscristinaherrera

Website: www.cristinaherreraconsulting.com

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Find out how on earth the movie theater industry not only stayed alive but has found a way to innovate and rise like the phoenix in this episode with Todd Weishaar, Director Of Continuous Improvement at Cinemark.

Learn how they took care of the customer before the customer knew they needed that care.

Experience how on one day it was normal operations and became fully closed the next.

And folks...what on earth do you do with all that popcorn when you’re shut down?!?!

Voice of the customer is a major blockbuster inspiring innovations like a private watch party. But this wasn’t the customer asking for it. Learn how Cinemark discovered this customer need without a customer ever saying a word. 

Get a taste of Bamberg Germany as well hearing about Todd’s experience living there. 

Hosted by “I believe the best meals are served outside and require a passport” Rick Denton...CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Todd Weishaar: www.linkedin.com/in/todd-weishaar-636b171/

Cinemark: www.cinemark.com/

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

Talk brand and BPOs with John Billings Senior Director, Global Workforce and Vendor Management at Hilton. As John has been on both the BPO side and the brand side, he has a unique perspective on the Brand/BPO relationship.

And it’s exactly that...he sees it as a relationship, a partnership, a unified delivery of customer experience and brand experience, not just a vendor/customer relationship.

We’ve all heard about BPOs but how do you know if you need one and how do you go about getting one? 

Why, if you’re looking to work at a BPO, would you want to actively search for a Hilton agent role? (Trust me...it’s a valuable perk!)

Find out about the secret surf town John hopes you never find. 

And we all think it would be AWESOME to have a business trip to Jamaica...but what is it really like?

Grab a download, have a listen and leave a review after learning from John’s wisdom. 

Hosted by “I believe the best meals are served outside and require a passport” Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

John Billings: www.linkedin.com/in/john-billings-093548/

Hilton: www.hilton.com

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

We are all so tired of customer service interactions that feel like we’re starting over each time we interact with a company. Today’s guest, Ido Bornstein-HaCohen is on a mission to change that. 

What’s one word to describe 20+ years of customer engagement changes? Find out in this episode.

Create those seamless cross-channel interactions. Learn how to design a proactive approach to customer engagement. Stop treating each interaction as a new conversation. 

Don’t wait for me to ask...tell me my delivery is late. That’s possible and more brands could and should be doing it. Even the 2021 Texas power outage tragedy makes an appearance in how brands, specifically power companies, could improve on how to reach out to customers. 

Ido talks to us about his Thailand travel and how he’s seen his kids transform with each trip into more creative, more open, more outgoing young adults. 

It’s a great chat with Ido!

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

Episode resources:

Ido Bornstein-HaCohen: www.linkedin.com/in/idohacohen/

Twitter: @idohacohen

Web: www.verint.com

www.conversocial.com

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

Customer Experience isn’t just “be nice”. That’s vital but not everything. CX is human, it’s digital, it’s physical. 

So what is visual merchandising and how does it impact CX? Find out from Daniel Black of Glass Media.

Learn how brands are using airports as experience drivers and how destination malls are VERY much alive. Discover what makes retail stand out and become something people share with all of their friends. 

Hear these wisdom nuggets from Daniel!

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

Episode resources:

Glass Media: www.digitalstorefront.com