CX Passport

The one with the DAF CX – Dr. Liz Okuma E243

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] When you think “endowment foundation,” customer experience probably isn’t the first thing that comes to mind. Yet Dr. Liz Okuma, Director of Client Experience at the American Endowment Foundation, is reshaping how donor advised funds deliver trust, responsiveness, and ease… even when nearly all interactions happen without ever seeing a client face to face. This conversation reveals how listening, collaboration, and design thinking translate into real business impact. 5 Insights From the Episode -DAFs are booming… and CX is becoming a differentiator -Two customer groups, one experience mission -Internal listening is gold -Journey mapping unlocked cross-functional momentum -Culture changes when employees own CX CHAPTERS 00:00 What is a donor advised fund… and why CX matters 02:50 Serving donors vs. serving financial advisors 05:30 Looking out the window… not the mirror 07:54 Listening to frontline teams 09:33 Making best in class tangible 11:05 Journey mapping and quick wins 13:24 Cutting a process from 3.5 months to six weeks 15:58 Measuring what matters 17:10 First Class Lounge 21:56 Getting non-client-facing teams invested in CX 24:29 The power of stories and internal visibility 26:53 Cross-functional influence in action 29:33 Where to find Liz Guest Links AEF Website: https://www.aef.org/ LinkedIn: https://www.linkedin.com/in/liz-okuma/ Mentioned in the Episode Bose QuietComfort Headphones https://amzn.to/44e3hCT Affiliate Link Your Next Steps Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With AI Product Design – Jon Deragon E242

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Jon Deragon brings a global lens to AI product design as the Head of Design at FPT, the sponsor for today’s episode. Thank you FPT for collaborating with CX Passport. Jon guides a 140+ person design org building everything from mobile apps to automotive interfaces while navigating the rapid shift into AI and multimodal experiences. This conversation gets into what modern design teams truly need to succeed and how respect transforms the design and development partnership. Here are five insights you’ll hear in this episode:  • How multimodal input changes the entire UX landscape  • Why design literacy helps… but “everyone is a designer” does not  • The real fix for design and development friction  • Why centralizing design creates more meaningful output  • How AI learning happens in layers and why that matters CHAPTERS 00:00 Welcome 00:16 Jon’s global path and design focus 01:52 Designing for AI 03:38 Multimodal input 05:17 Keeping pace with AI 11:12 Should everyone be a designer 14:44 First Class Lounge 21:01 Structuring a large design org 24:15 Making design and development collaboration healthy 28:03 Respect as a design principle 29:04 Where to learn more about Jon and FPT GUEST LINKS FPT: https://fpt.com/ [https://fpt.com/] Jon’s website: https://jonderagon.com/ [https://jonderagon.com/] THREE WAYS TO KEEP EXPLORING CX PASSPORT Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [https://cxpassport.kit.com/signup] I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With Where Charging More Grew The Business – Dom Hodgson E241

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Charging more… and growing because of it? Dom Hodgson shows exactly how that works. Recorded in person as a CX Passport Live episode at The Alliance Mastermind hosted by Vance Morris, Dom brings a fresh pet-industry lens to universal business truths. He gets practical… pricing, differentiation, customer magic, and how to run a business that doesn’t steal your weekends. Dog adventures, Disney-fied touches, and straight-talk guidance make this conversation fun and genuinely useful for any business. 5 Insights From This Episode * Why most businesses… including pet businesses… undercharge and how to confidently raise prices * How a simple language shift created a premium service category * Why sending physical newsletters still drives retention * A low cost way to Disney-fy your customer experience * How the right butts in the right seats transforms family-run operations CHAPTERS 0:00 Welcome to CX Passport Live with Dom Hodgson  1:25 Dom’s background and how he entered the pet world  2:21 The fastest place he spots money leaks  3:30 Why owners fear raising prices  5:51 The power of physical newsletters  7:33 How the dog adventure business started  9:03 Differentiating through language and experience  10:31 First Class Lounge  13:08 A practical Disney-fy move any business can use  15:03 Simple automation that boosts retention  17:46 Running a family business without chaos  20:41 How to reach Dom Guest Links Dom Website: https://www.petbusinessmarketing.com/ [https://www.petbusinessmarketing.com/] How to Disnify Your Pet Business book: https://www.petbusinessmarketing.com/magicbook [https://www.petbusinessmarketing.com/magicbook] Bring CX Passport Live to your event: https://www.cxpassportlive.com/ [https://www.cxpassportlive.com/] Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [https://cxpassport.kit.com/signup] I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The one with the kids who never quit – Sara Abbott on CX Passport Live E240

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] What happens when you build a workplace so strong, your talent never quits? CX Passport Live sits down with Metropolis Resort GM Sara Abbott to unpack how a clear hiring philosophy and intentional talent development fuel consistent quality and operational success. Recorded live at The Alliance Mastermind Event… packed with lessons every service leader can use. 5 insights from Sara  • Why hiring kind people creates a foundation for quality and consistency  • How Metropolis turns first time workers into reliable, long term contributors  • The business value of Metropolis University and its life skill approach  • Why human hospitality still wins even when digital efficiency is tempting  • How leadership behaviors shape a culture that strengthens retention CHAPTERS  0:00 Welcome to CX Passport Live  0:36 Meet Sara Abbott and Metropolis Resort  1:50 What Sara notices first in any resort  3:43 How Metropolis University began  6:53 Life skills that strengthen retention  7:55 Hiring young workers who stay  10:59 Building a culture of kindness  12:28 Growing leaders from within  15:56 First Class Lounge  23:42 Keeping hospitality human in a digital world GUEST LINKS Metropolis Resort https://metropolisresort.com/ [https://metropolisresort.com/] MORE CX Passport... Bring CX Passport Live to your event: https://www.cxpassportlive.com/ [https://www.cxpassportlive.com/] Listen: https://www.cxpassport.com [https://www.cxpassport.com/] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [https://cxpassport.kit.com/signup]  I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With Science And Imagination Driving Transformation - Trina Di Giusto E239

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Curiosity from the lab. Creativity from marketing. Transformation across a global pharma giant. Trina Di Giusto brings a scientist’s discipline and a storyteller’s instinct to CX. She explains how decentralized teams can still create harmony, why AI is tempting but rarely the fix, and what it takes for change to stick in a complex organization. 5 Insights From This Episode • Scientific thinking becomes a CX advantage… methodical meets imaginative • Pharma customers span patients, providers, payers, and regulators • Delegation without orchestration leads to fragmentation • AI only works when the underlying process is healthy • Real change lasts when vision, skills, incentives, resources, and action align CHAPTERS 00:00 Meet Trina from Basel 01:27 When science meets storytelling 03:47 Logic in a creative world 05:50 Blurring science and marketing 08:29 Defining CX in pharma 11:18 Delegation versus orchestration 13:57 First Class Lounge 18:01 Why tech is not the fix 22:51 What change management really requires 25:56 Lessons across six transformation cycles 28:06 Final takeaways and how to reach Trina Guest Links LinkedIn: https://www.linkedin.com/in/trinadigiusto/ [https://www.linkedin.com/in/trinadigiusto/] Listen, Watch, Newsletter Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [https://cxpassport.kit.com/signup] I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).