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👉Love customer experience and love travel? You’ve found the right podcast, a show about creating great customer experience, with a dash of travel talk. 🎤Each episode, we’ll talk with our guests about customer experience, travel, and just like the best journeys, explore new directions we never anticipated. 🎬Be sure and subscribe here and on YouTube youtube.com/@cxpassport🗺️CX Passport is a podcast that purposely seeks out global Customer Experience voices to hear what's working well in CX, what are their challenges and to hear their Customer Experience stories. In addition, there's always a dash (or more!) of travel talk in each episode.🧳Hosted by Rick Denton, CX Passport will bring Customer Experience and industry leaders to get their best customer experience insights, stories and hear their tales from the road...whether it’s the one less traveled or the one on everyone’s summer trip list. Rick serves as the Managing Principal for EX4CX - Execution for Customer Experience and believes the best meals are served outside and require a passport. 🖱️Sign up at www.cxpassport.com and never miss an episodeWant more great Customer Experience? Visit www.ex4cx.com to learn how EX4CX enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. Music: Funk In The Trunk by Shane Ivers
CX Passport is a podcast for customer experience professionals that focuses on the stories, strategies, and solutions needed to create and deliver meaningful customer experiences. It features guests from the world of CX, including executives, consultants, and authors, who discuss their own experiences, tips, and insights. The podcast is designed to help CX professionals learn from each other, stay on top of the latest trends, and develop their own strategies for success.
108 Episodes
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Today CX Passport begins video podcasting. Continue listening on your favorite audio apps...or head over to YouTube and subscribe to the CX Passport channel there to watch each episode youtube.com/@cxpassport🎤Customer & Employee experience transformation for BPOs in “The one with the Uber of BPOs” with Claas van Delden, Chief Growth Officer for yoummday in CX Passport E109🎧CHAPTERS0:00 Introduction2:10 An Uber-platform for BPOs?5:00 Why are BPOs ripe for disruption8:31 So why would this be better for customer experience?12:17 The best way to learn from front lines 16:05 A story of a client making immediate changes using real-time customer insight 17:36 1st Class Lounge21:59 How does this model help employee experience?25:20 Opening up opportunities for underserved talent communities26:40 How to equip a fully independent and remote talent base30:37 Learning from the global talent base33:20 Contact info and closingHosted by Rick Denton “I believe the best meals are served outside and require a passport”Want video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:yoummday - www.yoummday.com
🎤Crypto and Customer Experience? You bet! “The one with the better Crypto Customer Experience” with Clemens Behrend of Web3CX CX Passport Episode 108🎧 What’s in the episode?...🤷♂️Why should Crypto and Web3 focus on customer experience?🚩How did customer experience observations show early red flags about FTX?💡Want to break into the crypto space as customer support? ⚠️Caution customers - If a company isn't treating CX right, they probably aren't treating their business right🍍Pineapple is a least favorite food?!💖How not to abandon the humanity with our digital solutions?Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“What's very often overlooked in all of these hyped up crypto projects, there are no names, or real persons. But customer experience is actually when you connect with people” - ClemensSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Web3CX: https://www.web3cx.io/LinkedIn: https://www.linkedin.com/in/clemensbehrend/
🎤Board a luxury, double aisle, supersized episode with Bryan Stoller, Global Head of Customer Care at United Airlines in “The one with United Airlines Customer Experience” CX Passport E107🎧 What’s in the episode?...⚙️How to prioritize the insights gained from the customer contact center👉What drove United's evolution beyond random call listening to deep contact insights?🤯Ahh flight benefits! Flying to Hong Kong just to attend a friend's party!💡A resolved experience makes for a good experience🔬Learn WHERE to hunt...then GO hunt!✅Unlocking insights by overcoming "internal thinking"😯Handling IROPs - Irregular OperationsHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Learn something from [customer] interactions TODAY...to help TOMORROW” - BryanSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassport#aviation #customerservice #insight #podcast #travelEpisode resources:Bryan Stoller LinkedIn: https://www.linkedin.com/in/bryanstoller/
🎤CX Passport’s first guest from Uganda(!) in “The one with the simplicity of CX” with Evas Bazirakakye, Customer Relationship Manager at Umeme🎧 What’s in the episode?...😊Simplicity is attractive...especially in experience👉The evolution of Customer Experience in Uganda💡Every interaction should create a memory...an experience📈Good experience = Good sales = Good business results😲Shocked to hear what some customers might do in reaction to a bad experience😍Elevating beyond customer experience to a social responsibilityHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“And I realized that if a business really focused on…ensuring customer focused, they're trying to provide a solution to a customer…what does the customer want? How can we better a customer, probably it would make more sales for their business and bring in more business” - Evas BazirakakyeSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Evas’ LinkedIn: https://www.linkedin.com/in/evas-bazirakakye-kizza-a327a424/
🎤Get beautifully designed Customer Experience in “The one with the convergence of clarity and surprise” with Jared Fink of Siegel+Gale in CX Passport episode 105🎧 What’s in the episode?...🥰"Designing something people love"👩🎨Humans are messy. How design for humans?✈️What makes a great travel lounge - from chaos to calm🔬"Beautiful simplicity is really hard to do"💹A great in-store retail experience WILL generate business results😍Moments of joy a great design can bring💡What impacts a board room? That real, in-home immersive customer researchHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“ But a lot of the work that's really enlightening, the stuff that shifts a boardroom, the stuff that really gets people to feel it is when you actually go and spend time with [people] and document it.” - JaredSign up for the weekly newsletter and never miss an episode: cxpassport.comApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Website: https://www.siegelgale.com/All social media: @SiegelGaleSushi documentary - Jiro Dreams of Sushi: https://www.imdb.com/title/tt1772925/
🎤There’s a revolution in customer experience coming “The one with the patient choice awakening” with Ben Seals, CEO of Thomas Eye Group in CX Passport episode 104. What’s in the episode?...🎧📞When your FIRST call teaches you to love to talk to customers💡When the CEO hears directly from customers❗Patient choice...it's real...it's now🧑⚕️Improving financial & MEDICAL outcomes through better patient experience🩺Patient experience is customer experience🍌"Banana pudding is my kryptonite"😲Whoa! Imagine handling the emergency call from a wife scared to death about her husband's immediate eye emergency💭“Giving that agent the tools and the skills to address the need is the responsibility of our leadership team in the organization.” - BenWant video? Subscribe at youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Ben Seals LinkedIn: linkedin.com/in/bensealsThomas Eye Group: www.thomaseye.com
For the first time, I’m recommending you view this episode rather than listen to it. www.youtube.com/@cxpassport🎤Will there be a place for humans in Customer Experience? Find out in “The one where chatGPT visits CX Passport” Episode 103🎧 What’s in the episode?...(How I made this video is in the episode resources below)🤖Why get AI’s perspective on customer experience?😨Will Humans have a place?😠Why are companies continuing to provide poor customer experience?👉How can companies keep humanity in their customer experience?😋What’s chatGPT’s favorite food and where does it want to travel next?📈How would chatGPT prove the ROI of customer experience initiatives?Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Absolutely…I think there will always be a role for humans in customer experience. Technology is great for streamlining processes, but it can never replace the human element of customer service” - chatGPTSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Website: chatgpt.comEmail: chatgpt@gmail.comTwitter: @chatgpt—chatGPT’s responses were prompted using the questions you hear in the episode fed into the OpenAI playground https://platform.openai.com/playground—The avatar was created using midjourney https://midjourney.com/—Videos were created with D-ID https://www.d-id.com/—Incredibly easy to make
🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?...🤔Why does experience matter if it's "just a product"💎A brand's place on the luxury spectrum🧹Who has the best customer insight at a hotel?👉The impact of expectations on experience👣No substitute for feet on the ground🏕️Tell stories🥰A heartwarming story of experience delightHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Your housekeepers, your night porters, your GSRs, your guest service representatives. Those are the people who know what's going on in the hotel. And probably most of all, especially in the extended stay segment, the housekeepers, they are interacting with the guests. They're in the guests' rooms, they truly understand what's going on.” - MikeSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Kuenne Advisory: kuenneadvisory.com
🎤Get the truth about building a full VOC program in “The one with the swear jar for the word 'survey'”🎧 with Tanya Fowler, Head of Customer Experience for FCT in CX Passport Season 2 Episode 101. What’s in the show?...🥇Tanya's first 5 minutes hold SO much VOC gold😍She's got the role ALL of us in Customer Experience want💡VOC isn't surveys. It's gaining customer insight!🎯The value and the risk of customer calls✈️Greece...the ultimate deposit in the travel memory bank💗A learner's heart👉Using VOC to build employee engagementHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“I just feel like as soon as employees feel the value that they deliver to the customers day to day, the sky's the limit. Employees will take care of your customers each and every time.” - TanyaSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:LinkedIn: linkedin.com/in/tanya-fowler-ccxp-3b2144a
🎤Celebrate CX Passport’s 100th episode with the brilliant Mike Gathright Senior Vice President, Head of Customer Experience at Hilton in “The one with the Hilton light and warmth of hospitality”🎧What’s in the episode?...💡Protecting the contact center as a customer insight center created REAL product innovation results📈Recession solve? - Lean INTO the contact center don't lean away🎸WAY ahead of the trend for Work From Home🤗Being WFH doesn't mean employees don't want human interaction. An idea revealed…🧑🍳Choosing to merge digital and human experience…organizationally and functionally🙌Shout out to Kristiina Laur...for her light and warmth hospitality for Ukrainian refugees🔮What does 2023 look like for the Hilton Guest Experience?Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“If as a company you're not having a conversation about the data and the insights that come from your contact center, and how they can be a power and a force for your organization…you've got to start there. Because if you're trying to start from a position of, “We're just answering calls” then you're going to be on your heels from the get go.” - MikeSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Hilton: www.hilton.comInstagram: @hiltonnewsroomTikTok: @hiltonLinkedIn: linkedin.com/in/mikegathright
🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?...😬Ummm...flight attendant...have you seen my pants?🤯Weight checks? Girdle checks?!...at work?!😋Getting a cooked to order medium rare steak on a flight?😲You'll be SHOCKED how they handled a cigar on a flight!💡Flight attendants - "We were some of the first feminists"😳Steamy thoughts with 007☝️The one thing you should do to get on a flight attendant's good side😶What happens on an overnight, stays on an overnight🤩Beluga caviar from Iran…as an in flight appetizer?!💭”It's a flight attendant. What can I say, we always find the best places” - StephanieSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:True Tales book web site: truetalestwa.comThe Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459
🎤CX Passport’s first guest from Oman in “The one where Oman is the Switzerland of the Middle East” with Codin Caragea Chief Manager, Head of Customer Experience at Bank Muscat in Episode 98🎧 What’s in the episode?...⚡The energy comes from the demographics🧑🍳The daunting AND freeing nature of starting a CX program from scratch💡Need to understand the type of language a company speaks📈Business results for Customer Experience❓The reason behind the Customer Experience energy in the GCC🥩The joy of a good steak🙌Value in knowing your VOC complaintsSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“This whole energy is somehow the foundation…Education is extremely critical here in the region. And they want to bring together all the skills and competencies in order to create a future that has the local flavor, but at the same time, is extremely future oriented.” - CodinApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Codin Caragea LinkedIn: https://www.linkedin.com/in/codin-caragea-aaa3ba1/
🎤As we close 2022, CX Passport takes a break with the annual tradition of “The One with the 2022 First Class Holiday Special"🎧 Episode 97 (almost to 100!) Thank you to all of the great guests of 2022 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special?...Mary Drummond - USAGregorio Uglioni - SwitzerlandTroy Figgins - USALaise Pôrto - BrazilAarthi Murali - USAGeorges Essama - CameroonHosted by Rick Denton “I believe the best meals are served outside and require a passport”Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassport
🎤Talk global work from anywhere “The one where remote work is NOT one size fits all” with Anne Bibb of RemoteEvolution in CX Passport Episode 96🎧 What’s in the episode?...Not a one time WFH revolution...it's an ongoing evolution👂Work from Where? - Employees don't want to be told. Employees want to be heard🤗Going beyond EAP and having a psychologist on staff at the contact center!💡What does employee experience look like for the REMOTE team?✈️Do airport sounds and signs support ALL abilities? 👐How remote work affects DEI and communities of people differently💗Human ExperienceHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Before the Pandemic, people really had to fight to actually get to work remotely. It was a different conversation, wasn't it?...When I talked to clients [back then], it was that can't be done. That job can't be done remotely...The Pandemic removed the can't from the vocabulary, because everybody went home.” - AnneEpisode resources:LinkedIn: www.linkedin.com/in/annebibbCompany: RemoteEvolution.comSpeaking: AnneBibb.com
🎤True customer love in “The one where they sell smiles” with April Obersteller Director of Global Experience for woom in CX Passport episode 95🎧What’s in the episode?...👉Even startups need to focus on CX from the beginning🧑🌾When the founder picks up the customer service line while he's mowing the lawn🤯Wow! Turning off the customer support phone line?! ✌️"I love data and I love humans"💰Customer Experience creates tangible business result success💡Go beyond phrases and get REAL about investing in your employees👰You think your customer is hard? Try having brides as your events customer!Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“It's incredible what happens when you just remind a person…I got you and we're going to figure this out…There's a lot of power that happens in that moment.” - AprilEpisode resources:woom web: woombikes.comSocial media: @woombikes on all platformsApril LinkedIn: www.linkedin.com/in/april-obersteller-1104
🎤Why would anyone care about customer experience during a war?!? Find out in “The one with the war in Ukraine and customer experience” with Anastasia Vladychynska in CX Passport episode 94🎧 What’s in the episode?...🤔Does Customer Experience matter in the middle of a war?👉A crisis will expose your company's true values💪The Ukrainian spirit of resilience🧱How to "war-proof" your company😊Taking care of your employees in a war🤩The food, beauty, culture and dentists(!) of Ukraine💡"Stop doing CX until you change your company"Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“A company has the clients it deserves” - AnastasiaEpisode resources:Facebook: www.facebook.com/nastya.vladychynskaLinkedIn: www.linkedin.com/in/anastasia-vladychynska-622443a/YouTube: www.youtube.com/channel/UCXXOYKyGpkngUYvn1hqyXKQ
🎤Get practical with Voice of the Customer in “The one with Customer Experience and the hashtag” with Jeremy Watkin, Director of Customer Experience and Support at NumberBarn in CX Passport Episode 93🎧What’s in the episode?...💡Voice of the Customer isn't just for big companies🎭Improv Inspiration-Don't say "No" to a customer...say "Yes and..."▶️How to get started with Listen & Act when you're a small company😑"I can't believe why we even have to talk about what VOC is"💪VOC is a discipline. You have to choose to do it🐤A great follow...#CXQOTD CX Question of the Day✈️Travel...the great CX teacherHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“The balance that I've had to learn, as I move more into CX and out of just customer support is the ability to step back and look for trends…pull threads…How can I plumb our all of our interactions and figure out how often customers are saying it so I can then prioritize?” - JeremyEpisode resources:CX Question of the Day Twitter: #CXQOTDSlack Channel: CX AcceleratorNumberBarn: www.numberbarn.comTwitter: @jtwatkinBlog: customerservicelife.comLinkedIn: www.linkedin.com/in/jtwatkin
🎤Find out what’s beyond Voice of the Customer in “The one with the Voice of Service” with Craig Stoss of PartnerHero in CX Passport episode 92🎧 What’s in the episode?...🚒You wouldn't use a Chatbot if your house was on fire would you? 😶Word of mouth...doesn't automatically mean there's value in the experience💾The Commodore 64 makes an appearance!✅The RIGHT way to set up a customer support function📣Voice of Service...one step above Voice of Customer🤟A new breed of BPO🥰We are ALL customers💭“It doesn't matter what part of the world in…you are you are consuming in some way. You are a customer and yet we experience that element of being a customer so differently.” - CraigHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: linkedin.com/in/cstossCraig Twitter: @stossinsupport Partner Hero Web: partnerhero.comPartner Hero Twitter: @partnerhero
🎤Expand your global perspective in “The one with the Cameroon customer experience evolution” with Georges Essama of Cameroon Telecommunications in CX Passport episode 91🎧 What’s in the episode?...💪The emerging CX discipline of Cameroon📈The first CX index for Cameroon🌍The world's best peppercorn👉Starting a Customer Experience care as a front line agent💡Change the change management model✨Small CX victories influence larger CX initiatives📖The Bible as a Customer Experience guideHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Customer Experience is about people's lives” - GeorgesEpisode resources:LinkedIn: linkedin.com/in/georgesessama
🎤Dude…My mind is blown in “The one where surfing proves Good CX is Good Business” with Tony Sanchez Vice President, Customer Experience at Comcast Advertising in CX Passport episode 90🎧 What’s in the episode?🤯You MUST listen to Tony tie surfing to business...mind blown👉Experience as the differentiator...even in industries you wouldn't expect it!💡Doing Customer Experience before he knew it was CX💥Real, actionable, winning insight...by BEING with the customer😋Yum! Mexican-Korean fusion food✅The business impact...the results...that's what matters💭“Only bring what's important and will add value” - TonyHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Website: effectv.com
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