CX Passport

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the resilience” with Tabitha Dunn in CX Passport Episode 212🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Tabitha Dunn 2:12 CX around the world: Cultural nuance and customer individuality 4:51 Reducing call volume the right way 8:48 Building CX teams from the ground up 11:08 Why frequency isn’t the best way to...

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one where she’s a diplomat” with Deanna Stearns in CX Passport Episode 211🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Deanna Stearns 2:06 Why CX is all about connections and diplomacy 5:28 Creating experiences customers actually want 9:31 Turning customer insights into real busines...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with XLAs” with Doug Rabold in CX Passport Episode 210🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Doug Rabold 2:04 What are XLA’s and why do they matter? 5:43 The difference between SLAs and XLAs 7:32 How XLA’s improve both customer and employee experience 11:32 Treating IT as a business, not just a function 13:52...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Irina Mateeva 2:07 Why workforce management is crucial for CX 4:56 How WFM impacts both customers and employees 7:34 The connection between WFM and employee burnout 10:20 What companies get wrong about workforce mana...

What's on your mind? Let CX Passport know... 🎤🎞️“The one where he Disnefies Customer Retention” with Vance Morris in CX Passport Episode 208🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Vance Morris 1:34 The power of Disney’s systems in customer experience 4:43 How systems create freedom for employees 7:07 Applying big business lessons to small businesses 10:16 Disnefying...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with behavior driven CX” with Candy Kothmann Call Center Director at Texas Workforce Commission episode 207🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Candy Kothmann 2:09 Delivering CX in a government agency 3:50 Balancing efficiency and empathy in customer service 7:47 Turning fear and frustration into a positive...

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one with profits through consistency” with Tucker Wakabayashi in CX Passport Episode 206🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Tucker Wakabayashi 2:35 Growing up in a CX-focused household 5:17 Choosing customer experience as a career 8:06 Lessons from frontline and back-of-hou...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the climate of CX” with Jeff Louden Digital Product Manager at The Baldwin Group  in CX Passport Episode 205🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Jeff Louden 1:43 From CX Open to Work to New Job Success story 2:30 What CX professionals should focus on in 2025 4:15 Gauging the climate of CX in your organ...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the psychology of loyalty” with Vinay Parmar Speaker & Consultant in CX Passport Episode 204🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Vinay Parmar 1:19 Why relationships matter more than products in CX 3:25 The three types of customers: One-night stand vs. lifelong loyalty 6:37 The role of trust in cust...

What's on your mind? Let CX Passport know... 🎤🎞️ “The one with CX the customer would pay for” Karyn Furstman Founder & CEO CustomersFurst in CX Passport Episode 203🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Karyn Furstman 1:31 Lean Processes and CX: Why it matters 3:40 Embedding CX into daily operations 5:25 Involving leadership in CX transformation 6:18 Where CX s...

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one with the posture of learning” with Jeff Harrell in CX Passport Episode 202🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Jeff Harrell 2:44 Why customer experience matters to Jeff 5:24 Crafting relatable experiences with "Big Ass Runner" 9:18 Building a podcast community...

What's on your mind? Let CX Passport know... 🎤🎞️Create results and bring the worlds together in “The one with the CX bridge” with Sean Cherry Experience Insights at LinkedIn in CX Passport Episode 201🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Sean Cherry and CX Expertise 2:02 Leveraging Customer Feedback for Revenue Growth 5:10 The Value of Actionable Customer Insights 8:19 Ty...

What's on your mind? Let CX Passport know... 🎤🎞️Holy hades! We did it! CX Passport Episode 200! Thank you to the great listeners and viewers! Enjoy episode 200 “The one with the scene setting” Michelle Pascoe from down under in CX Passport Episode 200🎧 What’s in the episode?... CHAPTERS 0:00 Introduction and Background 1:38 The Importance of Hospitality  3:11 Challenges and Benefits of Hospi...

What's on your mind? Let CX Passport know... 🎤🎞️Guidance. Influence. Results.  “The one with the shepherds of CX” with Rachel Sheriff Chief Customer Officer for episode sponsor Recurly in CX Passport Episode 199🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Rachel Sheriff  1:46 Rachel's role as Chief Customer Officer 3:27 Rachel's journey from agency to customer success...

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one with the biker CX” with Rick Malsch in CX Passport Episode 198🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Rick Malsch, CX OpenToWork 2:14 Why Customer Experience Matters to Rick Malsch 4:33 Customer Engagement at Harley Davidson: Rentals and Training 8:55 CX Passport Live: Amplifying E...

What's on your mind? Let CX Passport know... 🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 2”🎧 Episode 197 Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?... CHAPTERS 0:00 Rick Denton (host introduct...

What's on your mind? Let CX Passport know... 🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 1”🎧 Episode 196 Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?... CHAPTERS 0:38 Ilenia Vidili - Italy 4:46...

What's on your mind? Let CX Passport know... 🎤🎞️CX evolves AND the core stays the same “The one with the core principles” with Neal Berg CX Strategist at Evolve Partners in CX Passport Episode 195🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Neal Berg and CX Expertise 2:02 Gaining Buy-In for CX in Large Organizations 5:00 Adapting CX for Global Brand Perceptions 8:06 Making Strat...

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker in “The one with the storytelling” with Andrew Carothers in CX Passport Episode 194🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:58 Challenges and Solutions in CX 07:25 Building a Customer-Centric Experience  11:33 Impact of Customer Experience on Business Results 13:36 Extra Legroom Section: Fun an...

What's on your mind? Let CX Passport know... 🎤🎞️Attendance policies that include bear interactions? “The one with the Alaska employee experience” with Jaylene Owen Director HR & Payroll at Hames Corporation in CX Passport Episode 193🎧 What’s in the episode?... CHAPTERS 0:00 Introducing Jaylene and Sitka 1:53 Jaylene's Background at Hames 3:59 Challenges of Small-Town Work 7:43 Jayle...

What's on your mind? Let CX Passport know... 🎤🎞️What can a free fall teach us about business? “The one with the skydiving” with Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” in CX Passport Episode 192🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:45 Dara's Perspective on Leadership and Customer Service 6:25 The Role of Personal Experiences in Leadership...

What's on your mind? Let CX Passport know... 🎤🎞️Get Hungry, Learn about great employee experience AND get a burrito shipped?!?  in “The one with burrito employee experience” with Lacey Davidson, Human Resources Manager at JumBurrito in CX Passport Episode 191🎧 What’s in the episode?... CHAPTERS 0:00 - Introduction to JumBurrito and Lacey Davidson 1:36 - JumBurrito's History and Growth  ...

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker in “The one where offboarding matters” with Gary Marra in CX Passport Episode 190🎧 What’s in the episode?... CHAPTERS 0:00 Gary Marra's background in financial services 1:19 Importance of customer experience in Gary's career 3:12 High-profile client relationships and business impact 6:12 Client reten...

What's on your mind? Let CX Passport know... 🎤🎞️Stop doing this! “The one where we stop KPI hunting” with Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:30 Critique of KPI hunting 4:07 Alternatives to survey insights 7:12 Transitioning to behavior-based insights 9:42 Executive support and CX tools  13:1...

What's on your mind? Let CX Passport know... 🎤🎞️Another new CX Passport country! “The one with the Guatemalan CX” with Enrique Saenz CEO & Founder of PercepcionesCX in CX Passport Episode 188🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:00 Enrique Saenz's Journey into Customer Experience 10:00 Guatemala's Role in Latin American Economy and CX 14:30 Physical Customer...