CX Passport

What's on your mind? Let CX Passport know... 🎤🎞️Recover your creativity!  “The one with LEGO Serious Play” with Sirte Pihlaja, CEO and LEGO Serious Play Facilitator in CX Passport Episode 162🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:47 Journalism as a path to customer experience 5:48 The importance of creativity as adults 10:09 All about LEGO Serious Play 15:39 1st Class Loung...

What's on your mind? Let CX Passport know... 🎤🎞️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:48 Early Experience in Customer Support 4:14 The Joy of Helping People with Customer Support 7:41 Bridging Gap Between Customer and Business Decisions 13:3...

What's on your mind? Let CX Passport know... 🎤🎞️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s in the episode?... CHAPTERS 0:00 Introduction 3:05 Blending Marketing and Experience 6:28 Defining Employee Experience 8:49 Employee Experience and Tangible Business Value 13:50 Employee Expectations and Custo...

What's on your mind? Let CX Passport know... “The one with mental health and CX” with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:35 Linking Mental Health and Leadership 5:25 Mental Health and Customer Experience 9:43 Importance of Self Awareness 12:27 Hospitality and Customer Experience 13:53 Role of Listeni...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with where she’s OG AI” with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:43 Alyona representing OG of AI 5:46 Advancements in AI and Language Models 8:16 Thematic origin story - Solving customer problems 10:26 Democratization of Insights 14:29 Understa...

What's on your mind? Let CX Passport know... 🎤🎞️ “The one with outcomes not experiences” with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:18 CX skepticism in the Boardroom 7:35 Which customers should a company care about? 11:35 Creating Clarity in Customer Experience 12:44 Outcomes or experiences 16:18 1st...

What's on your mind? Let CX Passport know... 🎤🎞️Let’s accelerate another #OpenToWork CX Job Seeker Emily Stubbs in “The one with the customer service Grandma Golden Rule” in CX Passport Episode 156🎧  CHAPTERS 0:00 Introduction 3:10 Why is CX important to Emily? 5:03 Balancing Efficiency and Building Connections 6:25 Creating Positive Experiences for Customers 8:32 Customer Experience Impact...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?... CHAPTERS 0:00 Introduction 6:00 The 4 Personas of a CX leader 8:30 Future Thinking in Customer Experience 11:00 The promise of Gen AI for customer experience 16:15 The evolution of CX as a discipline 19:12 Chang...

What's on your mind? Let CX Passport know... 🎤🎞️Want REAL customer insight? “The one with the eyes and ears of your brand” Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:52 Knowledge to Experience 4:51 Empathy in Customer Experience 7:18 The Undervalued Front Line 9:29 Moving from cost center to rev...

What's on your mind? Let CX Passport know... 🎤🎞️Customer Experience at LinkedIn “The one with LinkedIn trust & confidence” with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:04 Customer Experience at LinkedIn 9:11 Converting Insights into Action at LinkedIn 17:00 Creating a customer-centric cult...

What's on your mind? Let CX Passport know... 🎤🎞️Once a month CX Passport stops down and amplifies a CX job seeker. Let’s help build a network for Adam Haesler and his #OpenToWork in “The one where we amplify the CX job seeker” in CX Passport Episode 152🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:17 Adam’s journey into customer experience 6:08 Focus on Outcomes over Outputs 8:04...

What's on your mind? Let CX Passport know... 🎤🎞️From CX Reckoning to the CX Procenaissance “The one with the CX Procenaissance” CX Passport tries a solo experience with the host in Episode 151🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:25 The year of CX Reckoning 8:07 Procenaissance - Fix Customer Experience in 2024 10:20 Origin story of Process & CX 15:40 $50 Million in inc...

What's on your mind? Let CX Passport know... 🎤🎞️The 150th episode! “The one with the CX teenage years” with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:02 What does successful digital CX look like? 5:16 The role of AI in customer experience? 13:05 The importance of process in customer experience 17:16 How global...

What's on your mind? Let CX Passport know... 🎤🎞️Get customers to climb the loyalty ladder “The one with three customer loyalty tiers” with Ali Cudby Co-Founder & CEO Alignmint Growth Strategies in CX Passport Episode 149🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:17 The Importance of Customer Loyalty 6:02 Loyalty evolution example from New York Times 9:50 Three Tiers of Cust...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with Content, Culture, and CX” with Paul Banks, Founder & Chief of Different Thinking at Javelin Content Management in the first CX Passport of the year! Episode 148🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:32 Helping businesses communicate and create emotional attachments 9:15 Content marketing influencing customer...

What's on your mind? Let CX Passport know... 🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 2”🎧 Episode 147 Thank you to all of the great guests of 2023 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 Intro 1:08 Phil Davis - Cz...

What's on your mind? Let CX Passport know... 🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 1”🎧 Episode 146 Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?... CHAPTERS 0:00 Intro 1:37 Megan Bassler -...

What's on your mind? Let CX Passport know... 🎤🎞️Customer Service for one of the world’s most visible brands “The one with Spotify Customer Service” with Rajiv Vellodi VP Global Customer Service Spotify in CX Passport Episode 145🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:29 What’s Rajiv’s top Spotify playlist? 3:10 Global Customer Support at Spotify 5:20 Blending GE, Hilton, Ama...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the human experience” with NYT Bestseller Joseph Michelli CEO The Michelli Experience in CX Passport Episode 144🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:09 Airbnb and Mercedes’ customer experience strategies 8:14 Balancing operational incentives with customer experience 11:38 Prioritizing human interaction in custo...

What's on your mind? Let CX Passport know... 🎤🎞️Breaking rules…creating customer loyalty “The one with the profitable rule breaker” Zoe Kahn Manager of CX & Retention at Chomps in CX Passport Episode 143🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:40 CX & retention role at Chomps 7:10 Planet Fitness Front desk job influencing CX today 10:32 Breaking CX rules. Creating cus...

What's on your mind? Let CX Passport know... 🎤🎞️Only 2 Hours?!  “The one with the two hour design sprint” with Teresa Cain Author Solving Problems in 2 Hours in CX Passport Episode 142🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:18 Why is 2 Hour Sprint necessary 4:30 Overcoming risks of 2 hour sprints 6:10 Scoping the right challenge for a sprint 8:00 Logistic tips for 2 hour spr...

What's on your mind? Let CX Passport know... 🎤🎞️Buckle that seatbelt and get ready for departure… “The one with Sun Country Airlines customer service” with Jeremy Hyde Director Customer Support at Sun Country Airlines…episode 141🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:39 Customer service approach and preventing future issues 7:35 Using data and feedback to improve airline cu...

What's on your mind? Let CX Passport know... 🎤🎞️Building local CX for a global company! “The one with with global reach and local experience” with Sarah Baker Director, Global CX at KFC in CX Passport Episode 140🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 3:15 KFC’s global experience management 4:20 Shaking up current understanding of customer 8:10 Using failure points to grow a...

What's on your mind? Let CX Passport know... 🎤🎞️ “The one with the CX marriage officiant” with Nate Brown, Co-founder CX Accelerator in CX Passport Episode 139🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:34 Why does community matter? 4:10 Launching the CX Accelerator community 6:15 Selectivity and diversity in community 7:45 Community as the next sales marketing 10:15 CX communit...

What's on your mind? Let CX Passport know... 🎤🎞️Empowering agents AND customers in “The one where he's curious...not judgmental” – with Tim Kyse, Vice President of Customer Experience at Openly in CX Passport E138🎧 What’s in the episode?... [00:00] Introduction [02:56] Great customer experience results in insurance [05:28] Hiring both human and industry skills [08:38] Managing the press...