CX Passport

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/

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

🎤🎞️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

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

🎤🎞️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

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

🎤🎞️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/

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

🎤🎞️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

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

🎤🎞️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

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

🎤🎞️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/

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

🎤🎞️B2B is just different y’all. It’s not what you think  “The one with yellow iron CX” with Lynn Daniel CEO at episode sponsor The Daniel Group in CX Passport Episode 184🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:06 Improving Dealer Network Experience with Customer Feedback

4:55 The Role of Phone Surveys in Customer Experience

8:00 Scalability and Digital Solutions

9:35 Factors That Engage and Disengage Customers

12:30 The Importance of Referral Activity

15:00 Beyond Scores: Insights and Actions

17:35 The Human Element in B2B Customer Experience

19:35 1st Class Lounge

24:35 The Importance of Referral Activity in B2B Marketing  

27:00 Going Beyond Scores to Gain Customer Insights and Drive Action

29:00 The Enduring Need for Human Interaction in B2B Customer Experience

33:33 Contact info and closing

✅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 The Daniel Group for your sponsorship of this episode.  

Episode resources:

Lynn email: [email protected]

The Daniel Group: https://thedanielgroup.com/

Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorship

https://www.ex4cx.com/blog

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

🎤🎞️Emotions are the heartbeat of every experience “The one where emotions drive experiences” with Ariana Bucio Chief Operating Officer at BP Gurus in CX Passport Episode 183🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:15 Injecting humanity into IT Services

5:45 The human approach to the service desk

9:04 XLAs instead of SLAs (What are XLAs?)

15:45 The Mexican approach to Customer Experience

18:13 1st Class Lounge

22:52 Airbnb’s customer journey mapping lessons

27:28 How customer experience influences rest of business

30:36 Closing Remarks 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.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:

Ariana LinkedIn: https://www.linkedin.com/in/aribucio/

“Reflections on XLAs” - Mark Smiley: https://www.amazon.com/Reflections-XLA-service-experience-management/dp/B0CK45BHDY