The One With The Last One? - E262

The One With The Last One? - E262

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/1736603/fan_mail/new] 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 hiatus ... because sometimes even Ross and Rachel needed a break.  -A full shutdown ... because every season has an end.  -Or a sale ... to the right buyer who wants to carry this global conversation forward. Rick lays out all three, including a fourth wildcard he calls the Janice Clause. But before the announcement, there is genuine gratitude. For the guests from over 50 countries who took a chance on an unproven host with a microphone sitting on a stack of borrowed books. For the listeners tuning in from over 90 countries. For every conversation that never should have happened ... and did anyway. A special mention to Santhakumaran Atmalingam, the very first CX Passport guest, episode one, who took that chance before any of this existed. https://www.linkedin.com/in/santhakumaran/ [https://www.linkedin.com/in/santhakumaran/] And a credit long overdue ... the voice behind "This is your Captain speaking" belongs to Nicholas Zeisler. https://www.linkedin.com/in/zeislerconsulting/ [https://www.linkedin.com/in/zeislerconsulting/] This time around, Rick heads into the First Class Lounge himself ... and answers the questions he's been asking guests for five years. CX Passport may be at a crossroads. Rick is not. He's already over at The Loud Quiet, the podcast and community he co-hosts with his wife Clancy. If you've followed Rick here, that's where he's headed next. Come along. https://www.theloudquiet.com [https://www.theloudquiet.com] CHAPTERS 00:00 This is not just a thank you episode 02:15 How CX Passport started in 2021 05:30 First guest Santhakumaran Atmalingam and the origin of the show's name 08:45 What CX Passport became ... 50+ countries, 90+ listener nations 12:00 What CX Passport made possible 15:00 First Class Lounge ... Rick answers his own questions 19:30 The three paths for CX Passport 23:00 The Janice Clause 24:15 Where to find Rick next Santhakumaran Atmalingam, Episode 1 guest: https://www.linkedin.com/in/santhakumaran/ [https://www.linkedin.com/in/santhakumaran/] Nicholas Zeisler, Voice of "This is your Captain speaking": https://www.linkedin.com/in/zeislerconsulting/ [https://www.linkedin.com/in/zeislerconsulting/] The Loud Quiet: https://www.theloudquiet.com [https://www.theloudquiet.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 Curious to Committed - Alyssa Nolte E261

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/1736603/fan_mail/new] 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 bigger than most companies realize. Customers don't care about your departments, your KPIs, or your internal language. They experience your brand as one continuous thing. And every time the effort of working with you outweighs the value you deliver, the math quietly turns against you. What you'll learn in this episode: Why companies design experiences for themselves instead of their customers... and how to break that pattern The effort vs. value equation that quietly kills customer retention The line between motivating a buyer and manipulating one How LinkedIn authenticity can open real business relationships Why 80% capacity is a feature, not a bug CHAPTERS 00:00 Consumer psychology meets customer experience 02:35 The self-reinforcing echo chamber problem 05:13 Productivity culture as a barrier to customer empathy 08:00 The effort vs. value equation across the customer journey 10:14 The line between motivating and manipulating 12:50 Do customers share blame for bad experiences 14:45 First Class Lounge 19:54 The Notorious Plant Killer ... authenticity on LinkedIn 24:56 What 140+ podcast conversations taught Alyssa about buyers 27:01 Podcasting as an authentic brand connection tool Guest Resources Alyssa Nolte on LinkedIn: https://www.linkedin.com/in/alyssanolte/ [https://www.linkedin.com/in/alyssanolte/] The Growth Signal Podcast: https://rss.com/podcasts/thegrowthsignal/ [https://rss.com/podcasts/thegrowthsignal/] Alyssa's Substack - Alyssa Likes To Talk: @alyssalikestotalk Alyssa's website: https://alyssanolte.com/ [https://alyssanolte.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 Connective Core Communication - Melissa Bardsley E260

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/1736603/fan_mail/new] 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: 1. Why transactional and SaaS support require completely different hiring profiles 2. How one interview question about a chicken coop reveals more than a resume ever will 3. Why leaders avoid difficult conversations ... and what it costs when they do 4. How average handle time can turn your support team into clock watchers 5. Why a fresh set of eyes on a broken process is one of the most underrated leadership tools CHAPTERS 00:00 Support across banking, manufacturing, and SaaS 02:01 Transactional vs. complex support environments 04:41 Hiring for curiosity and learning agility 07:42 Rebuilding confidence after hiring mistakes 09:02 Difficult conversations and why timeliness matters 10:40 Defining "world class" so your whole team means the same thing 12:59 Common language as the North Star for metrics and culture 15:18 First Class Lounge 19:32 Metrics as weapons vs. metrics as coaching tools 22:54 Starting with data when you walk into a broken situation 24:34 Low-hanging fruit and the power of a fresh set of eyes 25:47 Navigating sacred processes that need to change Melissa Bardsley on LinkedIn: https://www.linkedin.com/in/melissabardsleync/ [https://www.linkedin.com/in/melissabardsleync/] 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 Where the Brain Doesn't Lie - Dr. Laura Beavin-Yates E259

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/1736603/fan_mail/new] 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, filtered through whatever mood the customer is in three days later. -Brain synchronicity means a fully immersed contact center agent pulls the customer in with them. -Six moments of full oxytocin release per day predicts whether a person reports thriving - not just coping. -Biometric data can be anonymized and still tell you everything you need to know about what your customer actually felt. CHAPTERS 00:00 Oxytocin and what meaningful connection actually means 03:08 Negative experiences and how the brain stores them 06:17 Measuring oxytocin without a needle - 20 years of research 08:56 Why post-experience surveys miss the real story 13:32 Practical CX applications - resorts, stadiums, contact centers 16:24 Employee experience and brain synchronicity 18:08 First Class Lounge 23:27 Neuroscience, neuro marketing, and CX - the connective tissue 27:15 Privacy, anonymization, and the ethics of biometric data 31:09 The Six app and six moments for thriving 33:43 Where to find Laura and Immersion Guest Links LinkedIn: https://www.linkedin.com/in/laura-beavin-yates/ Immersion: https://www.getimmersion.com/ Related Episode The One With The Magic...Really!...The Orlando Magic! - Katie Miller E23: https://www.cxpassport.com/1736603/episodes/8911630 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 Fun As A CX Strategy - Claire Bristowe E258

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/1736603/fan_mail/new] 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 barrier * Why fun was the only strategy that could reach the disengaged * What 53 research sessions taught Claire before she launched anything * How live call listening creates accountability that outlasts the session * Why one sentence in a letter was worth 1.3 FTE CHAPTERS 00:00 Regulation as a CX asset in financial services 02:53 Bringing customers into legal document design 05:42 64 customers applied to review three documents 08:35 Why fun became the strategy ... and how it was chosen 11:55 Where Claire actually started: 53 research sessions 13:51 Live call listening: the highest-engaged initiative 16:00 First Class Lounge 19:08 Targeting the disengaged ... not just the willing 22:10 Balancing immediate reaction with long-term roadmap 23:21 The promoter team: 34 colleagues across the business 25:48 Accountability after the session ends 28:20 Small changes, real financial results 30:14 Connectivity as a CX team's hidden value Connect with Claire Bristowe on LinkedIn: https://www.linkedin.com/in/claire-bristowe-ccxp-102026135/ [https://www.linkedin.com/in/claire-bristowe-ccxp-102026135/] 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. 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).