What's on your mind? Let CX Passport know... Five years. 262 episodes. Guests from over 50 countries. The last episode of CX Passport...Maybe? This is not a typical episode. There is no guest. There is no CX framework or customer journey deep dive. What there is ... is Rick Denton sitting down to tell you what comes next for CX Passport, and how much he appreciates the listeners and guests for making it all possible. What's happening with CX Passport? Three paths are on the table. -A hi...
What's on your mind? Let CX Passport know... Your buyer isn't thinking about you nearly as much as you think they are. Alyssa Nolte built her career on consumer psychology and buyer behavior research... eye tracking, presidential campaign advertising, the science of what moves people from curious to committed to coming back. She now runs Ology Collective, helping companies understand how their customers actually buy, not how they assume they buy. That gap between assumption and reality is big...
What's on your mind? Let CX Passport know... What does your team actually mean when they say "world class"? Melissa Bardsley has spent her career across banking, manufacturing, and SaaS ... and she keeps arriving at the same answer. Communication isn't a soft skill. It's the infrastructure. What you'll learn in this episode: Why transactional and SaaS support require completely different hiring profilesHow one interview question about a chicken coop reveals more than a resume ever willWhy lea...
What's on your mind? Let CX Passport know... What your customers feel in the moment and what they tell you later are two different things. Dr. Laura Beavin-Yates has spent years measuring the gap ... and the science behind it will change how you think about experience design. What you'll learn in this episode: -Oxytocin isn't the love hormone - it's the meaning hormone, and it fires in negative experiences too. -Post-experience surveys don't measure the experience. They measure memory, filte...
What's on your mind? Let CX Passport know... What happens when a pensions company decides to fight regulatory complexity with game shows, cartoons, and podcasts? Claire Bristowe made it work ... and has 30,000 hours of employee participation, six gold awards, and a two-month waitlist for live call listening to show for it. What you'll learn in this episode: How regulation in financial services became a CX asset, not a barrierWhy fun was the only strategy that could reach the disengagedWhat 53...