CX Passport

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🎤🎞️This month’s CX OpenToWork seeker in “The one with the posture of learning” with Jeff Harrell in CX Passport Episode 202🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Jeff Harrell

2:44 Why customer experience matters to Jeff

5:24 Crafting relatable experiences with "Big Ass Runner"

9:18 Building a podcast community through connection

12:25 The power of feedback loops in content marketing

16:28 Applying podcast lessons to CX and marketing

17:30 First Class Lounge: Dream travel destinations

24:20 Mistakes companies make in CX and marketing

26:53 The importance of post-purchase experiences

28:20 Jeff’s vision for his next content marketing role

29:30 Closing thoughts and where to connect with Jeff

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

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

Episode resources:

Jeff Harrell Instagram: jeffharrellyo

Jeff Harrell LinkedIn: https://www.linkedin.com/in/jeffrharrell/

Big Ass Runner podcast: https://podcasts.apple.com/us/podcast/big-ass-runner-trail-running-podcast/id1524865074

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🎤🎞️Create results and bring the worlds together in “The one with the CX bridge” with Sean Cherry Experience Insights at LinkedIn in CX Passport Episode 201🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction to Sean Cherry and CX Expertise

2:02 Leveraging Customer Feedback for Revenue Growth

5:10 The Value of Actionable Customer Insights

8:19 Tying Customer Metrics to Business Outcomes

11:10 Building Relationships to Drive CX Success

16:53 Bridging Product and Service Teams for Better CX

21:06 First-Class Lounge Travel Stories with Sean Cherry

26:26 Getting Real with AI: Challenges and Opportunities

31:59 How to Connect with Sean Cherry

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:

Sean LinkedIn: https://www.linkedin.com/in/sean-t-cherry/

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

🎤🎞️Holy hades! We did it! CX Passport Episode 200! Thank you to the great listeners and viewers! Enjoy episode 200 “The one with the scene setting” Michelle Pascoe from down under in CX Passport Episode 200🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction and Background

1:38 The Importance of Hospitality 

3:11 Challenges and Benefits of Hospitality

6:10 Creating Intuitive Customer Experiences

9:46 Multi-Generational Customer Engagement

15:32 Exploring Australia Beyond Major Cities

19:46 1st Class Lounge

24:24 Setting the Scene for Customer Experience

31:21 Cost and Implementation of Customer Experience

33:50 Conclusion and Final Thoughts

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:

Michelle LinkedIn: https://www.linkedin.com/in/michellepascoe/

Web: https://www.michellepascoe.com/

The Michelle Pascoe Hospitality Podcast: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

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🎤🎞️Guidance. Influence. Results.  “The one with the shepherds of CX” with Rachel Sheriff Chief Customer Officer for episode sponsor Recurly in CX Passport Episode 199🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction to Rachel Sheriff 

1:46 Rachel's role as Chief Customer Officer

3:27 Rachel's journey from agency to customer success

6:27 Aligning different teams to deliver customer value

9:45 The unique challenges of subscription-based models

12:09 Building trust and understanding with customers

15:27 Balancing cost of goods sold and business results

18:34 1st Class Lounge

24:30 Defining and delivering customer value

33:46 Trends in customer experience and partnerships

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 Recurly for your sponsorship of this episode.  

Episode resources:

Rachel LinkedIn: https://www.linkedin.com/in/rachelsheriff/

Recurly: https://recurly.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 with the biker CX” with Rick Malsch in CX Passport Episode 198🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction to Rick Malsch, CX OpenToWork

2:14 Why Customer Experience Matters to Rick Malsch

4:33 Customer Engagement at Harley Davidson: Rentals and Training

8:55 CX Passport Live: Amplifying Event Experiences

10:06 Building Brand Loyalty Through Customer Engagement

14:12 Listening to Customers to Improve CX Programs

19:19 1st Class Lounge

24:15 Four Key Areas Companies Miss in CX

28:38 How Rick Malsch Helps Companies Overcome CX Challenges

32:09 How to Connect with Rick Malsch

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:

Rick Malsch LinkedIn: https://www.linkedin.com/in/rickmalsch/

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

🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 2”🎧 Episode 197

Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?...

CHAPTERS

0:00 Rick Denton (host introduction)

1:18 Bill Staikos

7:19 Alyona Medelyan

11:44 Kojo Hayford

16:57 Lauren Feehrer

22:11 Adam Scott

28:46 Celia Fleischaker

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

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

🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 1”🎧 Episode 196

Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?...

CHAPTERS

0:38 Ilenia Vidili - Italy

4:46 Sam Stern  - USA

8:59 Sarah Hatter - USA

16:12 Enrique Saenz - Guatemala

21:39 Milagros Gonzales - Argentina

26:08 Michael Mattson - USA

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

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

🎤🎞️CX evolves AND the core stays the same “The one with the core principles” with Neal Berg CX Strategist at Evolve Partners in CX Passport Episode 195🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction to Neal Berg and CX Expertise

2:02 Gaining Buy-In for CX in Large Organizations

5:00 Adapting CX for Global Brand Perceptions

8:06 Making Strategic Choices in CX by Region

10:34 Future-Proofing Business with Agility

13:49 Core Principles of CX in Modern Business

17:07 The Power of Storytelling in Customer Experience

19:15 1st Class Lounge

26:01 Applying CX to Service Providers Without a Department

29:30 Success Story: CX Transformation at K Jewelers

32:08 How to Connect with Neal Berg for CX Insights

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:

Neal LinkedIn: https://www.linkedin.com/in/nealberg/

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

🎤🎞️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/

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

🎤🎞️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/