CX Passport

The One With Behavior Driven CX - Candy Kothmann E237 Greatest Hits

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] How do you deliver empathy at scale when the stakes are life-changing? In this *Greatest Hits* episode of CX Passport, recorded live in Austin as a CX Passport Live, Candy Kothmann shares what it means to lead a customer experience operation inside a government agency...the Texas Workforce Commission.  Originally aired as Episode 207, this conversation opened eyes to the human side of CX in crisis situations. Candy’s team supports Texans during unemployment... moments filled with fear, frustration, and uncertainty...and does it with respect, empathy, and a behavior-based performance model that drives real connection. CHAPTERS   00:00  Respect, compassion, and courtesy   03:50  Building empathy into every call   05:48  Balancing efficiency and humanity   07:47  Turning emotional calls into positive experiences   09:03  Crisis response and wellness checks   11:09  Supporting agents after difficult calls   12:37  First Class Lounge   16:32  Managing complaints in a regulated environment   19:18  Improving what you can control   If you like CX Passport, I have 3 quick requests: ✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport   ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup   ✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With the Retention Revelation – Daniel Granja Baltazar E236

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Why do so many companies chase new customers when the math clearly proves that retention wins every time? Daniel Granja Baltazar joins from Rotterdam to unpack the “retention revelation”... how conversion rate optimization (CRO) is really about experience, not just clicks. Daniel’s global lens from the Netherlands to Brazil gives a fresh take on blending sales, marketing, and CX into one connected journey. ✈️ 5 First-Class Insights * Conversion is the outcome, not the goal. Real CRO success starts with understanding the customer’s experience. * Retention beats acquisition. Companies still pour money into getting new customers, while neglecting why current ones leave. * Listen before assuming. Numbers reveal what’s happening... but only talking to customers reveals why. * Bridge the silos. Sales, marketing, and customer service thrive when united by shared goals and active communication. * Empathy drives everything. The best in sales, marketing, and CX are curious first, persuasive second. 🕓 CHAPTERS 00:00 Welcome to Rotterdam 1:40 CRO vs CX: What’s the real difference? 4:24 The retention revelation 7:08 Why companies ignore their data’s advice 10:27 Rewarding existing customers 12:33 Global differences in customer culture 15:08 First Class Lounge 18:09 The watchmaker side hustle 19:34 The Wolf of Wall Street myth of sales 21:27 Empathy as the CX superpower 22:56 Breaking the silos 25:44 How qualitative insights drive smarter decisions 28:33 Talk to your customers... or you’re doing it wrong 🔗 Guest Links LinkedIn: https://www.linkedin.com/in/dgbaltazar/ [https://www.linkedin.com/in/dgbaltazar/] Watch store: https://uniqwatchmods.nl/ [https://uniqwatchmods.nl/] 🎧 Listen / Watch / Subscribe Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Subscribe to the newsletter for CX insights... your weekly excuse to ghost Slack for 10 minutes: 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 Construction Becomes CX – Alyssa Staats E235

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] How can construction and customer experience possibly connect? Alyssa Staats shows us exactly how. From hard hats to HVAC, Alyssa reveals how CX shows up in the most unexpected corners of the AEC world (architecture, engineering, and construction). It’s not just about blueprints and budgets... it’s about people, relationships, and trust. 5 Insights from Alyssa Staats • CX isn’t just external... winning the internal customer first builds trust that flows to the client. • Safety isn’t compliance... it’s culture. When people feel protected, they deliver better work. • In an industry built on specs and codes, experience becomes the real differentiator. • The Design Assist model brings collaboration early... design and construction working together for smoother CX. • Making your team the hero turns technical experts into brand storytellers. CHAPTERS 00:00 Intro 01:20 From marketing to construction CX 03:00 Winning the internal customer 05:10 Turning safety into company culture 08:40 Customers notice when crews care 11:30 Overcoming resistance to safety culture 14:20 First Class Lounge – Norway, Japan, and sunscreen 18:40 Bringing humanity to construction relationships 20:40 Delivering CX through collaboration 22:10 Design Assist and why it matters 25:15 Speaking the language of the field 27:30 How to connect marketing and field teams 28:10 Where to find Alyssa Guest Links Alyssa Staats on LinkedIn: https://www.linkedin.com/in/alyssafs/ Society of Marketing Professional Services: https://www.smps.org/ ✈️ Explore More Newsletter: https://www.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 Training Clothing - Jannecke Drangert-Hveding E234

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Customer experience isn’t about buzzwords or awards...it’s about creating real value. In this episode, Jannecke Drangert-Hveding joins from Norway to challenge the CX world on what truly matters. From digital transformation to Nordic trust, from humble leadership to the balance of human and tech...she brings the hard questions and the honest answers. What you’ll hear in this episode: * Why CX isn’t an “industry” but a way to solve real customer problems * How Nordic cultures shape digital adoption...and where human interaction must remain * The role of trust in public and private sector experiences * Why humility and alignment beat frameworks and job titles * The future of CX as an integrated business strategy, not a bolt-on team CHAPTERS 00:00 Intro & guest welcome 01:17 Should CX teams even exist? 04:30 Trade-offs and humility in CX leadership 05:41 Nordic culture, digital adoption, and saving time 07:30 Finding the right balance of digital and human 09:37 Why Nordic governments succeed with digital trust 13:25 CX without formal CX teams 17:56 First Class Lounge 22:07 CX as “training clothing”...action matters 25:04 The integrated future of CX 26:19 Where to find Jannecke Guest Links Website: https://customerc.no [https://customerc.no] LinkedIn: https://www.linkedin.com/in/janneckedrangerthveding/ [https://www.linkedin.com/in/janneckedrangerthveding/] Listen / Watch / Subscribe 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 Brazilian CX Trust - Cami Ferreira E233

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Trust may be Brazil’s CX superpower... but that’s just the start. Cami Ferreira brings more than culture insights. She brings a finance-first perspective that helps CX leaders finally speak the language of the boardroom. She shares how failures are fuel for better CX, why Brazil’s “Complain Here” platform changes accountability, and what it takes to transform a contact center into a profit center. Oh, and we still find time to talk coxinha, brigadeiro, and why salad remains a childhood trauma. What you’ll discover in this episode: * Trust in Brazil as a competitive advantage that accelerates decisions * How “Complain Here” created accountability and changed company reputations * Why CX leaders need to stop sounding like toddlers and start speaking finance * A 3-pillar framework for turning contact centers into growth engines * The First Class Lounge: stars in Chile, cruises in Alaska, coxinha, brigadeiro... and no salads allowed CHAPTERS 00:00 Intro to Cami Ferreira 02:28 Brazilian culture, trust, and CX 05:26 Complaints in Brazil: Reclame Aqui 10:54 Finance as CX’s secret weapon 18:25 First Class Lounge 24:24 Learning from failures in CX 27:16 Turning contact centers into profit centers 29:28 Guest links & wrap-up Guest Links LinkedIn: https://www.linkedin.com/in/camilaferreiraglobal/ [https://www.linkedin.com/in/camilaferreiraglobal/] Long Live CX Book: https://amzn.to/4gEgOsv [https://amzn.to/4gEgOsv] (affiliate link) Listen / Watch / Subscribe 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.