CX Passport

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Business frequently focuses on “Matching hurry with hurry”. Learn what that means from Stephen Grygar, Sr. Director - Strategy, Analytics, & CX at iconic American brand Greyhound. 

Understand how to use...or not use...this principle to create CX differentiation.

Get to the heart of simplicity and how that builds the space for employees to make an empathetic connection with their customers. 

And if you haven’t been to a beach where the sand feels like flour...you’ll want to after hearing about Stephen’s trip!

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

Episode resources:

Stephen Grygar: www.linkedin.com/in/stephen-grygar-8865624/

Greyhound: www.greyhound.com

“The Ruthless Elimination of Hurry” - johnmarkcomer.com

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Show of hands for everyone who opted to start a completely new brand concept in the middle of a pandemic. No? Find out more from Brian Campbell and Mike Dzura, two people who did just that. 

Brian is the VP of Culinary and Beverage and Mike is the Director of Marketing at a new concept launched this year: BigShots Golf. Let’s learn how they went about creating a customer centric experience in the midst of all that 2020 brought us. 

🤖🧑Blending tech stack with human experience

🤩Unexpected experiences for people

🏌️‍♀️Golf for everyone...no, really...everyone!

🍕Culinary pizza inspiration walking the streets of Rome

💲😋Being paid just to eat in Paris?!?!

👩‍🔬We know we’ve made mistakes. We just don’t know what they are yet.

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

Episode resources:

Brian Campbell: www.linkedin.com/in/chefbriancampbell

Mike Dzura: www.linkedin.com/in/mike-dzura-1a2b3314

BigShots Golf: www.bigshotsgolf.com

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Want to know how to deliver a great fan experience in sports? Curious how someone can start in that career? What is fan experience?

Get all the info from Erin Swales, Senior Director, Guest Experience at the San Diego Padres. 

Have you thought about what all goes into creating a great experience for fans? We think frequently of Customer Experience in travel, or retail or hospitality...but have you thought about how to create a great Guest Experience at a sporting event, across an entire season, across decades of seasons for generations of fans? 

Learn about all that from Erin!

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

Episode resources:

Erin Swales: www.linkedin.com/in/erinsheehan

San Diego Padres: www.mlb.com/padres

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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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Today’s guest Jonathan Daniels, the founder of CX Centric, brings us a global customer centricity approach to CX. In today’s episode, we get to hear why Jonathan hosts CX Centric conversations in which he purposely choses a global slate of facilitators and participants. 

Learn from his 8 CX Centric principles and why strategy is well and good but how you achieve it in reality is what really matters. 

And yes...discover why Rwanda is the Singapore of Africa. 

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

Episode resources:

Jonathan Daniels: www.linkedin.com/in/jdaniels-cx

CX Centric: www.cx-centric.com

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

CX Centric 8 Principles

• Every interaction creates a personal reaction
• Customer familiarity breeds alignment
• Employees do what is measured, incented and celebrated
• Customer data should be exchanged for success and experiences
• Adapt quickly around customers and the environment
• Proactively plan for both organisational and customer success
• Plan for your customers’ current and future needs
• Continuously learn and improve

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How have airlines changed their approach to customer experience over the last few decades? What’s it like to start a brand new CX team from scratch? Remember filling out paper surveys while you were on the flight...and then having to give it to a flight attendant? Lorena Kurtjian Hernandez brings decades of airline industry experience as she joins us on this CX Passport episode. 

Lorena helps us understand how culture influences the CX approach of an organization and how on earth a company as complex as an airline can possibly have a centralized understanding of the entire customer experience.

And yes...with that many years at the airlines, Lorena definitely has some travel experiences to share!

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

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EQ matters. But EQ is poorly understood, especially in the corporate world. CX Passport guest Julie Cockerill shares her depth of knowledge around EQ and why you should care. Julie brings a depth of wisdom on organizational design, development and culture as the “Head Change Maker” of Lemon Co. and lets us gain a dash of that wisdom in today’s episode!

Why do high EQ individuals truly understand their OWN emotions?

How can companies be realistic about the time it takes to make deep org and behavioral changes? 

Wait?!? No snakes in New Zealand

Julie hiked Mt Everest Base Camp after a broken ankle?! WOW!

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

Episode resources:

Julie Cockerill: www.linkedin.com/in/juliecockerill

Lemon Co:lemon-co.com.au/

Emotional Circumplex: en.wikipedia.org/wiki/Robert_Plutchik#/media/File:Plutchik-wheel.svg

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According to CX Passport E1 S15 guest, Kate Brouse of NTI, the world’s largest minority community isn’t what you’d expect. Expand your understanding of the disability community with a fascinating discussion with Kate. We learn about invisible disabilities and come to the realization that ALL of us are just one bad bike ride away from joining this community. 

Through her work with NTI www.ntiathome.org, Kate helps companies match with the disability community, providing opportunities for the employee...and the opportunity to create a much better customer experience for the company.

Kate also explores which travel experiences are doing well supporting this community...and which are falling way short. We also get insight into how fascinating Turkey is as a place to travel...and live!

Additional material recommended by Kate: Getting to Equal www.accenture.com/ie-en/about/inclusion-diversity/culture-equality-research

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

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

When do you say you start your vacation? Is it when you leave your home? Is it when you arrive at your hotel? If you’re flying, is it when you get off the plane? What would it look like if you said, “I start my vacation at the airport” 

That’s exactly the mission CX Passport guest, Misty Cisneros-Contreras, seeks to achieve. Serving as the customer service manager for Phoenix Sky Harbor International Airport, Misty and her team work to create “America’s Friendliest Airport”. 

Learn about the Grandma test, pet therapy and where to find the best Mexican food. Yum!

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

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Why would HSBC change the lights on their famous Hong Kong building for the first time in 37 years?

Todd Sears of Out Leadership drops massive wisdom bombs when describing why a Return on Equality should be the focus of all businesses. 85% of customers will switch away from brands that discriminate against the LBGTQ community. Todd created Out Leadership to drive change by creating the space to have impactful conversations with the leaders of global companies which then drives the ongoing advancement of diversity and inclusion throughout the business world and society in general. 

In this episode of CX Passport, we talk about the financial impact of equality and how we can move even further than Diversity & Inclusion and into Belonging. 

How does inclusion impact Customer Experience?

And how on earth can someone speak in New York, San Francisco and Amsterdam without ever seeing a hotel room in between? 

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

Episode resources:

Todd Sears: www.linkedin.com/in/toddgsears

Out Leadership: outleadership.com

Ally Up on Out Leadership: outleadership.com/allyup/