CX Passport

What's on your mind? Let CX Passport know... We continue to live in a world of change. It was there before. It is here now. It will be there in the future.  So if that’s the case, why do companies get change wrong so often? Today’s guest, Cristina Herrera is on a mission to change that by bringing people-driven change management to businesses worldwide.  Cristina cuts the BS of business and ge...

What's on your mind? Let CX Passport know... Find out how on earth the movie theater industry not only stayed alive but has found a way to innovate and rise like the phoenix in this episode with Todd Weishaar, Director Of Continuous Improvement at Cinemark. Learn how they took care of the customer before the customer knew they needed that care. Experience how on one day it was normal operation...

What's on your mind? Let CX Passport know... Talk brand and BPOs with John Billings Senior Director, Global Workforce and Vendor Management at Hilton. As John has been on both the BPO side and the brand side, he has a unique perspective on the Brand/BPO relationship. And it’s exactly that...he sees it as a relationship, a partnership, a unified delivery of customer experience and brand experie...

What's on your mind? Let CX Passport know... We are all so tired of customer service interactions that feel like we’re starting over each time we interact with a company. Today’s guest, Ido Bornstein-HaCohen is on a mission to change that.  What’s one word to describe 20+ years of customer engagement changes? Find out in this episode. Create those seamless cross-channel interactions. Learn how...

What's on your mind? Let CX Passport know... Customer Experience isn’t just “be nice”. That’s vital but not everything. CX is human, it’s digital, it’s physical.  So what is visual merchandising and how does it impact CX? Find out from Daniel Black of Glass Media. Learn how brands are using airports as experience drivers and how destination malls are VERY much alive. Discover what makes retail...

What's on your mind? Let CX Passport know... Get all sorts of Customer Service gold dust from Gavin Scott. Learn about the 5 key areas for delivering great customer service. Gavin, through storytelling and wisdom, shares his gold dust for customer experience and customer service throughout the episode.  Understand why storytelling matters...and how grandads tell great stories!  Why does the “N...

What's on your mind? Let CX Passport know... Understand what TRUE customer loyalty looks like AND how to get it from Hall of Fame Speaker, Shep Hyken! Have a listen as Shep gives us great insights from his new book, “I’ll Be Back: How To Get Customers To Come Back Again And Again” such as  How do you create loyal customers What is the F-bomb of Customer Service? Moments of magic, misery...and...

What's on your mind? Let CX Passport know... “Customer experience isn’t just for big companies.” “Don’t just chase a score.” “I like being a tourist but I don’t like tourists.” “Pizza is the stuff of life”.  Those are just a small sample of the Customer Experience and travel wisdom today’s guest, Damian Miller of Intelligent Purpose, brings to the episode.  Want to understand what REAL human c...

What's on your mind? Let CX Passport know... Traveling to 40 countries including long term living in 4 gives you a perspective on the globe that you can’t get otherwise. How does that perspective influence the approach to customer experience and consumer behavior?  How can we consciously choose to elevate voices in CX that aren’t the same as ours?  How does a woman, a baby, a basket and a cobr...

What's on your mind? Let CX Passport know... CX Passport heads to the African continent for the first time with Clinton Cohen of iContact. You’ll hear about how South Africa is exploding as a BPO destination. Learn about how the heart of the people of the South African culture provides a fantastic source of talent. Get to know about impact sourcing and how the provision of a living wage lifts...

What's on your mind? Let CX Passport know... A 48 state road trip? What is Showmanship of Customer Experience? How does the hospitality industry continue to deliver great CX in the midst of the whiplash of 2021? And...Chinese Chilean Fusion cuisine? All in one episode? That’s what happens when you talk with Alec Dalton of Marriott. Coming from an industry that is likely the original source of...

What's on your mind? Let CX Passport know... Think of a time you’ve been able to work with someone really interesting. No I mean REALLY interesting. Someone who consistently brings a new perspective, a novel way of thinking and a suite of fascinating experiences. Today’s guest, Cliff Crosbie of Emrays, is one of those people for me.  Learn about creating NikeTown and other expressions of globa...

What's on your mind? Let CX Passport know... Great CX isn’t just for hospitality and luxury retail. What about industries where you simply wouldn’t expect it to exist? Why shouldn’t a customer of a non-profit expect a great customer experience? What about the world of debt? This episode’s guest, Katie Stabler, Founder and Director of Customer Experience at CULTIVATE Customer Experience by Desi...

What's on your mind? Let CX Passport know... Want to know how to get Customer Experience right? Not just the day to day getting CX right but also making sure significant CX initiatives are actually successful? Have a listen to today’s CX Passport guest, Jo Boswell, who has a wealth of experience in just that...getting CX right.  After an extensive customer experience career at British Airways,...

What's on your mind? Let CX Passport know... We just wrapped up an exciting NBA Finals. We saw crowds of fans, both inside and outside the stadiums, all eager to have an amazing experience...and certainly hoping their team wins. Keep that energy alive with today’s CX Passport guest, Katie Miller the Senior Vice President, Premium & Client Services, Fan Experience & Operations of the Or...

What's on your mind? Let CX Passport know... Business frequently focuses on “Matching hurry with hurry”. Learn what that means from Stephen Grygar, Sr. Director - Strategy, Analytics, & CX at iconic American brand Greyhound.  Understand how to use...or not use...this principle to create CX differentiation. Get to the heart of simplicity and how that builds the space for employees to make a...

What's on your mind? Let CX Passport know... Show of hands for everyone who opted to start a completely new brand concept in the middle of a pandemic. No? Find out more from Brian Campbell and Mike Dzura, two people who did just that.  Brian is the VP of Culinary and Beverage and Mike is the Director of Marketing at a new concept launched this year: BigShots Golf. Let’s learn how they went abo...

What's on your mind? Let CX Passport know... Want to know how to deliver a great fan experience in sports? Curious how someone can start in that career? What is fan experience? Get all the info from Erin Swales, Senior Director, Guest Experience at the San Diego Padres.  Have you thought about what all goes into creating a great experience for fans? We think frequently of Customer Experience i...

What's on your mind? Let CX Passport know... Episode S1E19 welcomes Nic Zeisler of Zeisler Consulting http://zeislerconsulting.com/ and he’ll hit the controversy horn right off the top of the show.  Find out why he’s telling companies they’re too focused on ROI. Nic challenges us to consider WHY we start customer experience work at all. Are we motivated for the right reasons?  Nic tells why co...

What's on your mind? Let CX Passport know... Today’s guest Jonathan Daniels, the founder of CX Centric, brings us a global customer centricity approach to CX. In today’s episode, we get to hear why Jonathan hosts CX Centric conversations in which he purposely choses a global slate of facilitators and participants.  Learn from his 8 CX Centric principles and why strategy is well and good but ho...

What's on your mind? Let CX Passport know... How have airlines changed their approach to customer experience over the last few decades? What’s it like to start a brand new CX team from scratch? Remember filling out paper surveys while you were on the flight...and then having to give it to a flight attendant? Lorena Kurtjian Hernandez brings decades of airline industry experience as she joins u...

What's on your mind? Let CX Passport know... EQ matters. But EQ is poorly understood, especially in the corporate world. CX Passport guest Julie Cockerill shares her depth of knowledge around EQ and why you should care. Julie brings a depth of wisdom on organizational design, development and culture as the “Head Change Maker” of Lemon Co. and lets us gain a dash of that wisdom in today’s episo...

What's on your mind? Let CX Passport know... According to CX Passport E1 S15 guest, Kate Brouse of NTI, the world’s largest minority community isn’t what you’d expect. Expand your understanding of the disability community with a fascinating discussion with Kate. We learn about invisible disabilities and come to the realization that ALL of us are just one bad bike ride away from joining this co...

What's on your mind? Let CX Passport know... When do you say you start your vacation? Is it when you leave your home? Is it when you arrive at your hotel? If you’re flying, is it when you get off the plane? What would it look like if you said, “I start my vacation at the airport”  That’s exactly the mission CX Passport guest, Misty Cisneros-Contreras, seeks to achieve. Serving as the customer...

What's on your mind? Let CX Passport know... Why would HSBC change the lights on their famous Hong Kong building for the first time in 37 years? Todd Sears of Out Leadership drops massive wisdom bombs when describing why a Return on Equality should be the focus of all businesses. 85% of customers will switch away from brands that discriminate against the LBGTQ community. Todd created Out Leade...