CX Passport

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🎤🎞️A quicker way to tangible results with Customer Experience “The one with the AgileCX” with Lauren Feehrer Founder and President of LoyaltyCraft Consulting in CX Passport Episode 182🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:01 Lauren's transition from software implementation to customer experience

7:18 The concept of "Agile CX" and how it can benefit organizations

11:45 Lauren's experience in the eldercare and end-of-life space

15:34 Lauren's family road trip and the lessons learned

17:32 1st Class Lounge

23:41 The importance of process and execution in customer experience

26:34 The “Grandfather inspiration” behind Lauren’s business

28:28 How Lauren's family operates using an Agile model

31:55 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:

Lauren LinkedIn: https://www.linkedin.com/in/laurenfeehrer/

LoyaltyCraft: https://www.loyaltycraft.com/

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🎤🎞️A new CX Passport country! “The one with CX in Ghana” with Kojo Hayford, Founder CEO at eSAL LLC in CX Passport Episode 181🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:22 The state of customer experience in Ghana and Africa

5:16 Understanding cultural and linguistic diversity in Africa

9:27 Opportunities in content management and moderation

14:06 Positioning Ghana as a long-term BPO hub

19:19 1st Class Lounge

22:34 The evolution of the BPO industry in Africa

27:41 Driving global customer experience and cultural alignment

31:29 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:

Kojo LinkedIn: https://www.linkedin.com/in/kojo-hayford-a521011/

eSAL LLC Website: https://www.esalsolutions.com/

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🎤🎞️Don’t focus on just one piece of the experience in “The one with the total experience” with Robby Cloninger Vice President of Consulting, Digital Experience for episode sponsor FPT Software in CX Passport Episode 180🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:03 Digital transformation and breaking silos to improve experience

9:31 Align internal and external communications

15:17 Prioritizing customer experience in technology initiatives

19:32 Cultural differences in CX and the importance of empathy in global initiatives

22:14 1st Class Lounge

27:18 Personalizing employee communications 

33:55 Bridging the gap between tech and business leaders for customer experience

36:45 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

Thank you to FPT Software for your sponsorship of this episode.  

Episode resources:

FPT Software: https://fptsoftware.com/

Robby Cloninger LinkedIn: https://www.linkedin.com/in/robbycloninger/

Robby’s Information Week article: https://www.informationweek.com/it-leadership/the-benefits-of-unifying-digital-experiences

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

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🎤🎞️How to ACTUALLY create impact  “The one with the catalyst (not crusader)” with Megan Burns Founder Experience Enterprises in CX Passport Episode 179🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:26 Going from customer rhetoric to ACTION

6:42 Different generations approach to technology 

9:27 Don’t prove the ROI of CX?

16:45 Experience leadership and change management

21:51 1st Class Lounge

23:44 Deliver tangible business value through customer experience

28:33 Word Nerd Wednesday

30:17 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:

Megan LinkedIn: https://www.linkedin.com/in/meganburns/

Book Recommendation - The Catalyst: How to Change Anyone's Mind by Jonah Berger

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🎤🎞️This month’s CX #OpenToWork seeker in “The one where he unifies CX” with Adam Powers in CX Passport Episode 178🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:06 Unifying CX design across various aspects and industries

4:00 Improving customer experience through unification and collaboration   

11:43 Customer Experience pushback and testing improves business results

14:17 1st Class Lounge

21:22 Ways for companies to improve customer experience

24:39 How Adam helps companies improve customer experience 

29:12 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:

Adam Powers LinkedIn: https://www.linkedin.com/in/avtpowers/

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🎤🎞️AI will require employee resilience “The one with the customized resiliency kit” with Sangeetha Rai Vice President Customer Success at Northwestern Mutual in CX Passport Episode 177🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:34 Employee resilience in face of AI-driven change

7:39 AI's role in customer service, balancing digital solutions with human touch

14:31 Embracing flexibility and calculated risks in travel and customer experience

18:55 1st Class Lounge

21:27 AI bias, inclusion, and ethics in tech

30:01 AI, diversity, and customer experience

35:57 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:

Sangeetha LinkedIn: https://www.linkedin.com/in/sangeetharai/

Instagram: @sangeetharaii

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🎤🎞️This episode gets DEEP and REAL in “The one with the epochal growth” with Sarah Caminiti Head of US Customer Service at abcam in CX Passport Episode 176🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:27 What is Epochal Growth?

3:11 The purpose of leadership in customer experience

5:48 How to create the RIGHT kind of CX team

11:00 Why is the front line undervalued

15:17 The reality of being a woman in the tech and CX space

18:22 How to make the workplace better for women in tech and CX

23:50 1st Class Lounge

29:10 Helping underrepresented roles be able to attend industry events

34:24 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:

Sarah LinkedIn: https://www.linkedin.com/in/sarah-caminiti-5827b784/

Epochal Growth Podcast: https://www.epochaloperations.com/epochal-growth

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🎤🎞️We’re going on a treasure hunt “The one with the hidden customer revenue” with Anita Toth | The Hidden Revenue Hunter in CX Passport Episode 175 🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:49 - Anita's Origin Story in CX

4:21 - Addressing Cost-Cutting and Hidden Revenue

6:54 - Impact of Cost-Cutting on Customer Experience

8:35 - Tactical Ways to Access Hidden Revenue

11:44 - Importance of Onboarding in Reducing Churn

14:30 - Strategies for Effective Onboarding

16:14 - 1st Class Lounge

20:10 - Firing customers?

24:11 - Balancing firing customers vs learning from them

30:27 - 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:

Anita LinkedIn: https://www.linkedin.com/in/anitamtoth/

Website: https://ati.ac/

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

🎤🎞️This month’s CX #OpenToWork seeker knows CX gets to influence all parts of the business in “The one with the CX tasting menu” with Courtney LeBlanc in CX Passport Episode 174🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

4:19 What draws you to Customer Experience?

7:30 Creating CX customers want

13:35 How does Customer Experience create tangible business value

17:29 1st Class Lounge

23:31 How can companies improve CX today?

26:00 How to help improve CX

28:24 What’s next for Courtney and customer experience?

29:18 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:

Courtney LinkedIn: https://www.linkedin.com/in/courtney-leblanc-426920b3/

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

🎤🎞️A high energy, high community, high wisdom episode “The one with the CX maven” with Sarah Hatter CX Maven & Creator of ElevateCX  in CX Passport Episode 173🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:45 Sarah's CX origin story

6:46 Importance of Training in CX

9:14 Challenges in CX Industry

16:00 Community power improving Customer Experience

23:33 1st Class Lounge

30:59 Examples of doing CX right

35:39 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

✅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:

Sarah LinkedIn: https://www.linkedin.com/in/sarahhatter/

ElevateCX: https://www.elevatecx.co/