Episoder
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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/
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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
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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
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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/
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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/
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🎤🎞️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
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🎤🎞️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
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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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What's on your mind? Let CX Passport know...
🎤🎞️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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What's on your mind? Let CX Passport know...
🎤🎞️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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What's on your mind? Let CX Passport know...
🎤🎞️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/
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🎤🎞️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/
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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/
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What's on your mind? Let CX Passport know...
🎤🎞️Why live in two worlds? “The one with the Severance TV lessons” with Michael Mattson Chief Empathy Officer at Walk A Mile CX in CX Passport Episode 172🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
1:52 The personal and emotional of insurance
6:28 Emotional Intelligence
8:56 Personal Growth
13:17 Customer Culture in Operational Companies
20:52 Human Connection In Business
22:57 1st Class Lounge
27:53 Which is better? Established customer culture or greenfield?
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:
Michael LinkedIn: https://www.linkedin.com/in/michaelcmattson/
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🎤🎞️Don’t rely on them alone “The One Where Chatbots Aren't Enough” with Lisa Eyer Head of Client Experience and Business Insights in CX Passport Episode 171🎧 What’s in the episode?...
CHAPTERS0:00 Introduction
2:24 Individuals or Personas?
5:30 Using contact center as customer insights center
9:45 CHIEF and the impact on women’s careers
13:14 1st Class Lounge
17:34 Getting closer to customers in economic downturn
21:00 Starting a career as front line agent
26:24 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:
Lisa LinkedIn: https://www.linkedin.com/in/lisaeyer/
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What's on your mind? Let CX Passport know...
🎤🎞️The month’s CX #OpenToWork seeker in “The one where he just fixes it please” with David Balko in CX Passport Episode 170🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:20 Why Customer Experience?
4:00 You can only sell a bad product once
6:10 David’s past creating desired experiences for VW
10:00 Buying a car is like Wimbledon?
15:17 Why companies are backing away from experience
17:46 1st Class Lounge
22:38 What’s missing in customer experience today?
26:04 How David can help fix experience
32:12 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:
David’s LinkedIn: https://www.linkedin.com/in/david-balko-7ab1806/
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