Episodes
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🎤🎞️Customers, Self Service, AI, oh my! “The one with real CX research” with Nicole Kyle Managing Director CMP in CX Passport Episode 169🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
1:48 Origins of Nicole’s curiosity
4:40 Why focus on customer experience research?
7:00 More human psychology in customer experience
8:45 Why don't customers use self-service?
11:00 The 4 drivers for customer adoption of self-service
13:53 1st Class Lounge
18:26 Research factors for customer self-service
20:45 Potential pitfalls for companies and AI
27:10 Research for Employee Experience in 2024
30:11 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:
Nicole LinkedIn: https://www.linkedin.com/in/nicolekyle/
CMP: https://www.cmpresearch.com/
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🎤🎞️Get real results and separate hype from reality “The one with CX automation” with Jasen Williams Global VP Corporate Marketing for episode sponsor Verint in CX Passport Episode 168. What’s in the episode?...
CHAPTERS
0:00 Introduction
2:26 Power of storytelling in business
6:13 AI allows cost cutting AND better customer experience
10:18 Balancing Human and Tech in CX
14:40 GREAT example of using AI to improve agent experience
16:45 1st Class Lounge
21:32 AI Benefits NOW…not years from now
25:55 Gaining Buy-In for AI implementation
30:34 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 Verint for your sponsorship of this episode.
Episode resources:
Verint: https://www.verint.com/
Jasen LinkedIn: https://www.linkedin.com/in/jasenwilliams/
Fishing Booker: https://fishingbooker.com/
CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
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🎤🎞️MALTA Y’all!!! “The one with the (CX) Pet Shop Boys” with Scott Lee Holloway, VOC Manager APS Bank (Malta) in CX Passport Episode 167 🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:29 Pet Shops and CX Origin Stories
4:40 Bad customer experience is expensive
7:45 Overcoming skepticism about customer experience
9:20 Firefighting vs process improvement with customer experience
15:15 Approach to customer experience in Malta
17:30 1st Class Lounge
22:50 Leveraging unstructured customer data
26:20 Starting a CX team from scratch
31:14 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:
Scott LinkedIn: https://www.linkedin.com/in/scottleeholloway/
APS Website: https://www.apsbank.com.mt/
Complaints Management Forum: https://informaconnect.com/complaints-management/
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🎤🎞️The month’s CX #OpenToWork seeker in “The one with the customer support great day” with Jordan Hooker in CX Passport Episode 166🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:30 Why is customer experience important? What drew Jordan to CX?
7:00 How to create sustainably good experiences for customers
11:29 Contact center insight story at Booster Fuels
12:45 1st Class Lounge
16:55 What are companies doing wrong in customer experience
18:45 Why are companies not using customer insight
21:10 How Jordan can help companies in CX
22:28 What’s next for Jordan
23:23 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:
LinkedIn: https://www.linkedin.com/in/jordanhooker/
April Obersteller’s Episode: https://www.buzzsprout.com/1736603/episodes/11738962
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🎤🎞️How can org design affect customer centricity? “The one where org design gets in the way” with Silvana Buljan Executive Director Bond EMEA in CX Passport Episode 165🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
3:27 Taking customer centricity from buzzword to action
7:01 Org design can impede customer centricity
11:25 Talent management and customer centricity
15:35 Differences in Physical and Digital for customer centricity
22:09 1st Class Lounge
27:39 Customer centricity process design
30:59 Empowerment and customer centricity
31:48 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:
LinkedIn: https://www.linkedin.com/in/silvana-buljan-889110/
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🎤🎞️Let the mouse guide us in “The one with the Disney Wisdom” with Francesca Tempestini - Employee Experience Advocate in CX Passport Episode 164🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:58 Becoming aware of the importance of customer experience
6:56 Developing a reflex for customer experience
10:17 Handling customer concerns at Disneyland Paris
16:59 What will CX be like for the Paris 2024 Olympics
18:49 1st Class Lounge
24:18 Getting started with customer and employee experience
26:22 Equipping employees to deliver experience
28:35 CX surprises after leaving Disney
30:39 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:
Francesca LinkedIn: https://www.linkedin.com/in/francesca-tempestini-cx/
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🎤🎞️Find customer centricity in “The one with Customer Trust” with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:52 Understanding Customer Centricity
6:49 The Business Value of Customer Centricity
10:42 Consistency and Commitment in Customer Centricity
13:31 Building Customer Trust
19:05 The Digital Nomad Experience
22:49 1st Class Lounge
25:58 European Women on Boards (EWOB)
29:07 Current Customer Experience Pain Points
30:50 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:Website: https://www.ileniavidili.com/
LinkedIn: https://www.linkedin.com/in/ileniavidili/
European Women On Boards (EWOB): https://europeanwomenonboards.eu/
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🎤🎞️Recover your creativity! “The one with LEGO Serious Play” with Sirte Pihlaja, CEO and LEGO Serious Play Facilitator in CX Passport Episode 162🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:47 Journalism as a path to customer experience
5:48 The importance of creativity as adults
10:09 All about LEGO Serious Play
15:39 1st Class Lounge
23:21 Implementing AI in Customer Experience
29:03 State of CX in Finland
31:36 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:
Sirte LinkedIn: https://www.linkedin.com/in/sirte/
Sirte Website (Finnish): https://www.shirute.com/
Sirte Website (English): https://www.shirute.fi/en
CX 5 Book: https://www.shirute.com/cx5-book/
CX Play: https://www.cxplay.fi
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🎤🎞️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:48 Early Experience in Customer Support
4:14 The Joy of Helping People with Customer Support
7:41 Bridging Gap Between Customer and Business Decisions
13:39 Contact Center as a Customer Insights Center
15:48 Heartwarming Story of Turning it Around for Customers
20:28 1st Class Lounge
26:23 Using AI in Customer Experience
29:13 Improving Agent Experience
31:10 What’s Broken in Customer Experience
34:04 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:
LinkedIn: https://www.linkedin.com/in/ashley-h-28737710/
Website: https://www.prohelpcx.com/
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🎤🎞️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s in the episode?...
CHAPTERS
0:00 Introduction
3:05 Blending Marketing and Experience
6:28 Defining Employee Experience
8:49 Employee Experience and Tangible Business Value
13:50 Employee Expectations and Customer Experience
18:26 1st Class Lounge
23:03 Employee Concerns about AI
26:15 Best examples of Employee and Customer Experience
29:37 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 isolved for your sponsorship of this episode.
Episode resources:isolved Website: https://www.isolvedhcm.com/
Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/
CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
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“The one with mental health and CX” with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:35 Linking Mental Health and Leadership
5:25 Mental Health and Customer Experience
9:43 Importance of Self Awareness
12:27 Hospitality and Customer Experience
13:53 Role of Listening and Empathy in Customer Service
20:49 1st Class Lounge
24:39 Improving Communication and Leadership
28:55 Breaking Out of Traditional Mindsets
30:37 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:
Website: https://www.stephaniecoradin.com/
LinkedIn: https://www.linkedin.com/in/demboinc/
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🎤🎞️“The one with where she’s OG AI” with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:43 Alyona representing OG of AI
5:46 Advancements in AI and Language Models
8:16 Thematic origin story - Solving customer problems
10:26 Democratization of Insights
14:29 Understanding Customer Needs in a Post-Survey World
16:34 1st Class Lounge
22:32 Influence of travel on CX approach
25:07 Addressing Cultural Differences in a Remote Company
28:26 Listening to customers in a post-survey world
33:20 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:
LinkedIn: https://www.linkedin.com/in/medelyan/
Website: https://getthematic.com/
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🎤🎞️ “The one with outcomes not experiences” with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
3:18 CX skepticism in the Boardroom
7:35 Which customers should a company care about?
11:35 Creating Clarity in Customer Experience
12:44 Outcomes or experiences
16:18 1st Class Lounge
20:18 Operationalizing Customer Revenue & Reputation Growth
25:45 Engagement vs Retention
31:04 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:
LinkedIn: https://www.linkedin.com/in/jermaineedwards/
Website: Jermaineedwards.com
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🎤🎞️Let’s accelerate another #OpenToWork CX Job Seeker Emily Stubbs in “The one with the customer service Grandma Golden Rule” in CX Passport Episode 156🎧
CHAPTERS
0:00 Introduction
3:10 Why is CX important to Emily?
5:03 Balancing Efficiency and Building Connections
6:25 Creating Positive Experiences for Customers
8:32 Customer Experience Impact on Business Results
9:53 Delivering Personalized Experiences
11:47 Avoiding Unintended Brand Promises
14:34 1st Class Lounge
19:55 Analyze Data - Improve CX
23:21 How will Emily help companies with customer experience
27:22 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:
LinkedIn: https://www.linkedin.com/in/emily-stubbs-90781b2b/
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🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?...
CHAPTERS
0:00 Introduction
6:00 The 4 Personas of a CX leader
8:30 Future Thinking in Customer Experience
11:00 The promise of Gen AI for customer experience
16:15 The evolution of CX as a discipline
19:12 Change Management and CXOs
20:141st Class Lounge
26:02 Driving Change with CX
30:32 Advice for CX professionals
33:11 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:
LinkedIn: https://www.linkedin.com/in/becustomerled/
Be Customer Led podcast: www.becustomerled.com
#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice
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🎤🎞️Want REAL customer insight? “The one with the eyes and ears of your brand” Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:52 Knowledge to Experience
4:51 Empathy in Customer Experience
7:18 The Undervalued Front Line
9:29 Moving from cost center to revenue generator
14:38 Customer stories to drive improvement
17:23 1st Class Lounge
23:05 Why haven’t all companies embraced customer experience
25:59 Gorgias’ approach to customer listening
31:04 Balancing policy with human decision
33:20 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:
LinkedIn: https://www.linkedin.com/in/milagros-gonzales-520565183/
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🎤🎞️Customer Experience at LinkedIn “The one with LinkedIn trust & confidence” with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
4:04 Customer Experience at LinkedIn
9:11 Converting Insights into Action at LinkedIn
17:00 Creating a customer-centric culture
21:56 Customer Culture Success stories - Cleveland Clinic
27:46 1st Class Lounge
32:17 Customer Experience driving tangible improvement
36:10 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:
LinkedIn: Sam Stern | LinkedIn
CX Patterns newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7062857517466316800
CX Patterns Podcast: (Apple, Spotify)
LI Learning course: Customer Experience Strategy: Build A Customer-Centric Culture
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🎤🎞️Once a month CX Passport stops down and amplifies a CX job seeker. Let’s help build a network for Adam Haesler and his #OpenToWork in “The one where we amplify the CX job seeker” in CX Passport Episode 152🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
4:17 Adam’s journey into customer experience
6:08 Focus on Outcomes over Outputs
8:04 Using Scientific Method in CX
13:14 Connecting Business Results and Customer Experience
14:30 Reducing customer effort in customer service
17:37 1st Class Lounge
24:00 What Companies are Missing in Customer Experience
27:53 Adam’s Next steps in Customer Experience
29:22 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:
LinkedIn: https://www.linkedin.com/in/adamhaesler/
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🎤🎞️From CX Reckoning to the CX Procenaissance “The one with the CX Procenaissance” CX Passport tries a solo experience with the host in Episode 151🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:25 The year of CX Reckoning
8:07 Procenaissance - Fix Customer Experience in 2024
10:20 Origin story of Process & CX
15:40 $50 Million in increased revenue
19:10 Closing and seeking feedback
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 -
🎤🎞️The 150th episode! “The one with the CX teenage years” with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:02 What does successful digital CX look like?
5:16 The role of AI in customer experience?
13:05 The importance of process in customer experience
17:16 How global influences customer experience approach
18:53 1st Class Lounge
24:43 The teenage years of CX / Customer Experience
29:28 Maintaining humanity in CX
32:39 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:
Andrew LinkedIn: https://www.linkedin.com/in/andrew-carothers/
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