CX Passport
Gratis podcast

CX Passport

Podcast af Rick Denton

👉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. 🎬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. 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/servicesI'm Rick Denton and I believe 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 IversCX 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. 

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Alle episoder

185 episoder
episode The one with the CX nervous system - Jameson McFarland E185 artwork
The one with the CX nervous system - Jameson McFarland E185
🎤🎞️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 [http://youtube.com/@cxpassport] ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com [http://www.cxpassport.com/] ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com [http://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/ [https://www.linkedin.com/in/jameson-mcfarland/]
08. okt. 2024 - 31 min
episode The one with yellow iron CX - Lynn Daniel CEO The Daniel Group E184 artwork
The one with yellow iron CX - Lynn Daniel CEO The Daniel Group E184
🎤🎞️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 [http://youtube.com/@cxpassport] ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com [http://www.cxpassport.com/] ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com [https://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: lynndaniel@thedanielgroup.com [lynndaniel@thedanielgroup.com] The Daniel Group: https://thedanielgroup.com/ [https://thedanielgroup.com/] Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorship https://www.ex4cx.com/blog
01. okt. 2024 - 35 min
episode The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183 artwork
The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183
🎤🎞️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 [http://youtube.com/@cxpassport] ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com [http://www.cxpassport.com/] ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services [http://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/ [https://www.linkedin.com/in/aribucio/] “Reflections on XLAs” - Mark Smiley: https://www.amazon.com/Reflections-XLA-service-experience-management/dp/B0CK45BHDY [https://www.amazon.com/Reflections-XLA-service-experience-management/dp/B0CK45BHDY]
24. sep. 2024 - 32 min
episode The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182 artwork
The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182
🎤🎞️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 [http://youtube.com/@cxpassport] ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com [http://www.cxpassport.com/] ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services [http://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/ [https://www.linkedin.com/in/laurenfeehrer/] LoyaltyCraft: https://www.loyaltycraft.com/ [https://www.loyaltycraft.com/]
17. sep. 2024 - 33 min
episode The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181 artwork
The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181
🎤🎞️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 [http://youtube.com/@cxpassport] ✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com [http://www.cxpassport.com/] ✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services [http://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/ [https://www.linkedin.com/in/kojo-hayford-a521011/] eSAL LLC Website: https://www.esalsolutions.com/ [https://www.esalsolutions.com/]
27. aug. 2024 - 33 min
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