CX Passport

The One With the CFO Who Thinks Like a Customer - Mohamed Isa E256

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/1736603/fan_mail/new] Mohamed Isa has been the CFO. He’s built businesses. He’s written 20 books. And yet his most powerful lesson is simple… stop chasing numbers and start understanding customers. In this episode of CX Passport, Mohamed breaks down what changes when finance leaders truly see customer experience from the inside… and why organizations lose revenue when they treat CX as someone else’s job. What you’ll learn in this episode: * Why CFOs must think beyond numbers to drive real growth * How a single sentence sold more product… and changed internal strategy * The hidden cost of under-communicating with customers * Why bad service spreads faster than good service * How service culture determines whether CX succeeds or fails CHAPTERS 00:00 CFO perspective on customer experience 03:00 The “50 showers” lesson in customer language 05:00 Why organizations ignore obvious CX truths 06:30 Travel, expectations, and human experience 09:00 How CX drives revenue at a country level 11:00 The bad bank experience that became a book 15:30 First Class Lounge 19:00 The danger of under-communicating 23:00 Everest Base Camp and accountability in CX 26:30 Why service culture is everything 28:00 Bahrain’s CX leadership and government experience Guest Links LinkedIn: https://www.linkedin.com/in/mohdisa [https://www.linkedin.com/in/mohdisa]Book: https://www.goodreads.com/book/show/40660063-chai-karak [https://www.goodreads.com/book/show/40660063-chai-karak]Bahrain CX example: https://bahrain.bh/ [https://bahrain.bh/] 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 war in Ukraine and CX - Anastasia Vladychynska - Greatest Hits E255

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/1736603/fan_mail/new] Why would customer experience matter during a war? This week’s CX Passport is a Greatest Hits episode from earlier in the show’s history. A scheduled guest from Israel needed to postpone recording due to the current conflict in the region. That moment prompted a return to this conversation with Ukrainian CX consultant Anastasia Vladychynska about what customer experience looks like during war. It’s a difficult topic... but an important one. In this episode, Anastasia shares how Ukrainian companies continued serving customers during the war and why the organizations that survived were the ones that had already built strong cultures and real relationships with employees, customers, and vendors.  Moments of extreme crisis reveal what companies truly believe about their people and their customers. Insights From This Episode • A crisis exposes a company’s true values • Strong employee relationships help companies survive • Vendor relationships can determine whether a business continues operating • Respect and culture create resilience in crisis • “Stop doing CX until you change your company” CHAPTERS 00:00 Why this Greatest Hits episode is being shared 01:42 Welcome to CX Passport 02:06 Introducing Anastasia Vladychynska 04:11 Does CX matter during war? 05:58 Culture as the foundation for resilience 09:22 How to “war-proof” your company 15:30 The resilience of Ukrainian businesses 18:31 The beauty and culture of Ukraine 22:08 First Class Lounge 25:18 “Stop doing CX until you change your company” Guest Links LinkedIn  https://www.linkedin.com/in/anastasia-vladychynska-622443a/ [https://www.linkedin.com/in/anastasia-vladychynska-622443a/] Facebook https://www.facebook.com/nastya.vladychynska [https://www.facebook.com/nastya.vladychynska] YouTube https://www.youtube.com/channel/UCXXOYKyGpkngUYvn1hqyXKQ [https://www.youtube.com/channel/UCXXOYKyGpkngUYvn1hqyXKQ] 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 CX Gold From Startup Hay – Lisa Guzman E254

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/1736603/fan_mail/new] What does it really take to build customer experience when there is no real system, no polished playbook, and no office hallway to lean on? In this episode of CX Passport, Lisa Guzman shares what she has learned from building CX in remote startup environments, leading without micromanaging, and creating the kind of intentional culture that helps people grow. From understanding global customers to turning messy support operations into something scalable, Lisa offers a practical look at what strong CX leadership really requires. * Remote leadership requires intentional connection because teams do not have the natural culture, casual conversations, or shared rhythms that happen in person. * Great CX starts with understanding the customer, especially when serving people across countries, cultures, and expectations. * Startup leaders often think they know what support needs until someone experienced shows them the gaps in tools, metrics, and workflow design. * Managing remote teams well means setting clear expectations, avoiding micromanagement, and giving people room to take ownership. * Mentorship builds stronger teams, creates cross-functional influence, and makes it possible for leaders to actually step away with confidence. CHAPTERS 00:23 Introduction to Lisa Guzman 01:23 Building CX in remote startup environments 05:07 Understanding global customers and cultural humility 10:34 Turning startup hay into CX gold 15:40 First Class Lounge 22:41 The real pros and cons of remote leadership 26:26 How leaders let go without losing control 30:47 Why mentorship matters in CX 34:00 Where to connect with Lisa 34:53 Closing Guest links Lisa Guzman on LinkedIn: https://www.linkedin.com/in/lisa-guzman-bb81b653/ [https://www.linkedin.com/in/lisa-guzman-bb81b653/] 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 Leading Neurodivergence CX – Stine Marsal E253

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/1736603/fan_mail/new] In this week’s CX Passport, The One With Leading Neurodivergence CX – Stine Marsal E253, Stine challenges how we think about customer experience results. From airport security to inclusive design, she makes the case that CX only works when it serves the business strategy… and when it reduces real barriers for real people. Stine Marsal, the first CX Passport guest from Denmark, shares how her work at Copenhagen Airport reshaped her thinking. Stop centering only the customer. Start centering the people delivering the experience. And always tie experience to measurable business outcomes. Here are five key insights from the episode: • CX delivers results when it removes employee barriers, not when it adds fluffy expectations • Designing for neurodivergence and hidden disabilities improves experience for everyone • One in four people may have a hidden disability… and that has real business impact • NPS without context can mislead strategy and frustrate customers • The comments matter more than the score… eliminate recurring pain points and results follow CHAPTERS 00:00 Welcoming the First Guest from Denmark 01:55 From Tivoli to Copenhagen Airport 03:24 Stop Centering Only the Customer 06:29 Why Stine Built a Practitioner Community 10:06 The CX Industry’s Results Problem 11:55 Mapping Disability Barriers in Airports 14:45 One in Four Have Hidden Disabilities 17:50 Designing for Cognitive Load 21:52 First Class Lounge 25:22 Rethinking NPS and Metrics 29:40 Why Comments Matter More Than Scores 31:10 The Customers Who Never Come Guest Links LinkedIn: https://www.linkedin.com/in/stinemarsal/ Website: https://www.stinemarsal.dk/ 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 the American Medical Association CX – Gloria Gupta E252

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/1736603/fan_mail/new] Gloria Gupta leads CX transformation at the American Medical Association. Not a small lift. Not a short-term initiative. A 200-year-old institution. 450 million in revenue. Physicians as customers. Patients as the ultimate impact. In this episode, Gloria shares what it really takes to unify service, build enterprise CX, and make customer experience a measurable attribute of brand and culture. 5 Key Insights • The AMA’s primary customer is the physician … but the physician’s customer is the patient • CX transformation began by unifying service into one omnichannel team serving 98% of AMA service interactions • More than 900 improvements have been implemented across the enterprise, many of them significant • 400 employees are directly involved in CX … one in four across the organization • The shared mission: identify and remove customer friction CHAPTERS 00:00 Intro and Rick’s personal AMA connection 02:00 Who is the AMA customer? 04:00 Why CX matters at a 200-year-old institution 08:00 Healthcare evolution … EHRs, COVID, telehealth, and AI 13:30 Unifying service across the enterprise 17:00 Authentication friction and enterprise CX launch 20:00 Building trust through measurable wins 22:30 First Class Lounge 26:50 900 improvements and aftercare strategy 30:30 AI, policy, and the future of healthcare CX 33:00 Real data, real outcomes, real collaboration Connect with Gloria LinkedIn: https://www.linkedin.com/in/gloria-gupta-rdh-ms-fcxp-4760939/ 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).