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🎤🎞️This month’s CX #OpenToWork seeker in “The one with the storytelling” with Andrew Carothers in CX Passport Episode 194🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:58 Challenges and Solutions in CX

07:25 Building a Customer-Centric Experience 

11:33 Impact of Customer Experience on Business Results

13:36 Extra Legroom Section: Fun and Personal Insights

17:17 What are companies getting wrong about CX

19:21 Improving CX Understanding and Storytelling

24:04 Andrew's Vision for the Future of CX

29:50 Closing Remarks and Contact Information

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Andrew Carothers LinkedIn: https://www.linkedin.com/in/andrew-carothers/

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🎤🎞️Attendance policies that include bear interactions? “The one with the Alaska employee experience” with Jaylene Owen Director HR & Payroll at Hames Corporation in CX Passport Episode 193🎧 What’s in the episode?...

CHAPTERS

0:00 Introducing Jaylene and Sitka

1:53 Jaylene's Background at Hames

3:59 Challenges of Small-Town Work

7:43 Jaylene's HR Journey to Sitka

12:55 Building Trust and Change

15:49 Transitioning to Digital Systems

21:55 Improving Employee Experience

27:25 Navigating Crises in Sitka

34:01 Balancing Employee Histories

35:37 Connections and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to isolved for your sponsorship of this episode. 

Episode resources:

Jaylene LinkedIn: https://www.linkedin.com/in/jlineberry/

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

🎤🎞️What can a free fall teach us about business? “The one with the skydiving” with Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” in CX Passport Episode 192🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:45 Dara's Perspective on Leadership and Customer Service

6:25 The Role of Personal Experiences in Leadership

11:42 Blending Heart and Business Results

16:19 The Influence of Skydiving on Leadership

21:56 Dara's Comedy Experience and Its Impact on Business

25:57 Dream Travel Locations and Personal Preferences

31:36 Taylor Swift inspiration for business and customer experience

35:56 Contact info and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Dara LinkedIn: https://www.linkedin.com/in/dara-kiernan-kpi-consulting/

Web: https://kpiconsultingireland.com/

Freefall the book: https://kpiconsultingireland.com/book/

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🎤🎞️Get Hungry, Learn about great employee experience AND get a burrito shipped?!?  in “The one with burrito employee experience” with Lacey Davidson, Human Resources Manager at JumBurrito in CX Passport Episode 191🎧 What’s in the episode?...

CHAPTERS

0:00 - Introduction to JumBurrito and Lacey Davidson

1:36 - JumBurrito's History and Growth  

7:12 - Lacey's Role and HR Challenges

12:27 - Employee Benefits and Retention Strategies

16:59 - 1st Class Lounge

21:12 - Implementing HR Technology and Employee Training

24:14 - Community Engagement and Local Brand Impact

27:51 - Customer Experience and Employee Happiness

30:34 - Final Thoughts and Contact Information

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to isolved for your sponsorship of this episode. 

Episode resources:

JumBurrito: https://www.jumburrito.com/

CX Passport Show Sponsorship Philosophy: https://www.ex4cx.com/blog/2023/3/3/sponsorship

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🎤🎞️This month’s CX #OpenToWork seeker in “The one where offboarding matters” with Gary Marra in CX Passport Episode 190🎧 What’s in the episode?...

CHAPTERS

0:00 Gary Marra's background in financial services

1:19 Importance of customer experience in Gary's career

3:12 High-profile client relationships and business impact

6:12 Client retention and significance of offboarding

10:12 Employee experience's effect on customer experience

14:12 Onboarding large clients: best practices

15:52 Gary's travel dreams and personal interests

22:12 Employee experience's direct link to business results

26:12 Gary's future plans and entrepreneurial ventures

29:12 Final thoughts and contact information

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Gary Marra LinkedIn: https://www.linkedin.com/in/gary-marra/

Blog: www.marracxhub.com

Gary golf YouTube channel: https://www.youtube.com/@gforce41

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🎤🎞️Stop doing this! “The one where we stop KPI hunting” with Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:30 Critique of KPI hunting

4:07 Alternatives to survey insights

7:12 Transitioning to behavior-based insights

9:42 Executive support and CX tools 

13:15 CX in Sweden vs US

16:37 1st Class Lounge

20:14 Connecting CX to company strategy

23:27 Arctic warfare training background

26:32  Enjoyment of consulting work

29:39 Contact info and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Marcus LinkedIn: https://www.linkedin.com/in/marcusjvkarlsson/

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🎤🎞️Another new CX Passport country! “The one with the Guatemalan CX” with Enrique Saenz CEO & Founder of PercepcionesCX in CX Passport Episode 188🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:00 Enrique Saenz's Journey into Customer Experience

10:00 Guatemala's Role in Latin American Economy and CX

14:30 Physical Customer Experience and Multi-Sensory Tools

17:00 Travel and Cultural Insights from Guatemala

23:39 Enrique's Travel Experiences and Dream Destinations

28:39 The Role of Technology in CX and Tangible Business Results

34:14 Contact info and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Enrique LinkedIn: https://www.linkedin.com/in/enrique-saenz-mba-ccx-5697a4/

Book Recommendation - The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld

Mestizo Hotel: https://www.mestizoantigua.com/en

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🎤🎞️What does service recovery look like even with an approaching hurricane? “The one with the rapid recovery” with Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing for episode sponsor isolved in CX Passport Episode 187🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

4:00 Pre-Event Planning for Contingencies

6:20 Making the Decision to Cancel

9:00 On-Site Discussions and Team Coordination

11:00 Emotional Impact and Execution

13:30 Hurricane Markers: Disney World and Airport Closure

15:30 Post-Cancellation Logistics

17:45 Moving Forward with Virtual Events

19:55 First Class Lounge: Amberly's Favorite Travel Destinations

24:00 Emotional Reflection: Grief After the Cancelation

27:00 Communication Strategy During the Crisis

30:00 Customer Reactions to Service Recovery

34:00 Conclusion: Lessons Learned from the Event

35:33 Contact info and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to isolved for your sponsorship of this episode.  

Episode resources:

isolved: www.isolvedhcm.com

Isolved Connect: www.isolvedconnect.com

Amberly LinkedIn: https://www.linkedin.com/in/amberlydressler/

Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/

Center The Pendulum by Amberly Dressler & Geoffrey Webb

CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

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🎤🎞️Beyond behaviors into motivations in “The one where she knows what makes us tick” with Tamar Cohen CEO/Founder at HaloEffect Management in CX Passport Episode 186🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:04 Tamar's journey to co-author white paper

4:00 Importance of emotions in employee experience

7:00 Surprising insights from research

10:00 Practical approaches to understand employee behavior

14:00 Designing effective incentive programs

17:00 Role of employee experience in CX

20:15 1st Class Lounge

23:36 Us vs Them in business emotions and behaviors

27:47 Connecting employee experience to business results

30:21 Contact info and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Tamar LinkedIn: https://www.linkedin.com/in/tamarcohen/

HaloEffect Web: https://www.myhaloeffect.com/

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

🎤🎞️This month’s CX #OpenToWork seeker in “The one with the CX nervous system” with Jameson McFarland in CX Passport Episode 185🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:55 Jameson's Draw to Customer Experience

6:30 Creating Effective Customer Experiences 

12:21 Impact of CX on Business Results

16:26 1st Class Lounge

23:40 Challenges in CX and Future Opportunities

29:28 Contact Information and closing

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Jameson McFarland LinkedIn: https://www.linkedin.com/in/jameson-mcfarland/