CX Passport

What's on your mind? Let CX Passport know... 🎤🎞️Will we embrace the AI Bots? “The one with the bot baggage” with Rob Dwyer, Vice President Customer Engagement | Happitu in CX Passport Episode 137🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 5:30 AI in contact centers and its potential uses and limitations 12:37 AI-powered virtual assistants and their future in customer service 18:...

What's on your mind? Let CX Passport know... 🎤🎞️What creates a Brazilian global CX winner? “The one where they win best customer team” with Jennifer Meunier Head of CX & Product at G4 Educação🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:11 What is G4 Educação? 5:00 Company growth, customer focus, and team building in a startup environment 10:00 Breaking down silos for custome...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the handwritten note” with Rick Elmore CEO Simply Noted in CX Passport Episode 135🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 2:33 Genesis of Simply Noted 7:00 What if they know it’s a machine? 9:36 Personal connection equals business results 13:17 Overcoming resistance 15:15 How his athletic career (NFL, y’all!) infl...

What's on your mind? Let CX Passport know... 🎤🎞️He is DONE with CX! Go beyond “The one where he goes beyond CX” with Vimal Rai Managing Partner, Commercial Excellence Partners in CX Passport Episode 134🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 3:05 The broken aviation industry 8:55 Why Brussels Airport is a great customer experience 13:00 He is DONE with customer experience 17...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with AI” – with Ben Wright, co-founder of Jiffy in CX Passport E133 🎧 What’s in the episode?... [00:00] Introduction [03:40] The shifts in AI and its role in customer support [07:09] Prioritizing customer experience [11:48] Select tools based on business principles, not just AI [13:27] 1st Class Business Lounge [20:33] How AI elevates...

What's on your mind? Let CX Passport know... 🎤🎞️Bringing Customer Service to a new level in “The one where he Elevates” – with Wes Dudley, VP of Customer Experience at Broad River Retail in CX Passport E132🎧 What’s in the episode?... [00:00] Introduction [02:41] Applying AI to enhance customer experience [04:41] Onboarding and training to help equip people with AI [07:22] Ensuring that we do...

What's on your mind? Let CX Passport know... CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th 🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?... CHA...

What's on your mind? Let CX Passport know... CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th 🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the ep...

What's on your mind? Let CX Passport know... 🎤🎞️The one with elephant level emotional intelligence – with Sandra Thompson, Founder of Ei Evolution in CX Passport E129🎧 What’s in the episode?... [00:00] Introduction [02:09] How Sandra first got into emotional intelligence [05:35] The theoretical versus practical aspect of EI [11:10] An example of customer experience that needed a great level...

What's on your mind? Let CX Passport know... 🎤🎞️Be encouraged! CX is on fire🔥 “The one with the CX hot roll” with Eli Weiss, Sr Director Customer Experience | Jones Road Beauty in CX Passport Episode 128🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 2:32 A customer experience renaissance 4:29 Why are Customer teams under threat today? 8:08 The core role of a customer leader 10:45...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the CX Feng Shui” with Claire Boscq, BizShui Creator & Keynote Speaker in CX Passport Episode 127🎧 What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 2:33 BizShui, FengShui and Customer Experience 4:50 How convince others of the value of BizShui 7:03 How did Claire's Disney experience set the stage for great CX? 13:00...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the real results” with Neha Dutta – Vice President for Digital Client Success Lead EXL in CX Passport Episode 126. What’s in the episode?...🎧 CHAPTERS 0:00 Introduction 04:41 Customer experience process improvement.  06:01 Why is customer service so bad right now? 11:08 Elevating women in leadership. 14:21 Neha’s tips for explorin...

What's on your mind? Let CX Passport know... 🎤🎞️Stop Survey Slapping your Sandwich Customers in “The one with marketing malpractice” with Alan Hale President Consight Marketing Group in CX Passport Episode 125🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:09 B2B is NOT the same as B2C 7:58 Customer Experience is “circling the drain?” 13:45 Don’t be fooled by LinkedIn influencers. Ma...

What's on your mind? Let CX Passport know... 🎤🎞️Want to be promoted? 👂Listen to or 👀Watch this episode...“The one with that career coach” Kendall Berg, Founder of That Career Coach in CX Passport Episode 124🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:20 Getting into career coaching 5:45 Growing your career through being customer focused 9:20 Want to be promoted? Do this! 11:15...

What's on your mind? Let CX Passport know... 🎤🎞️Real, tangible profits from Customer Experience in “The one with the Customer Profitability” Evan Klein, Founder & President Satrix Solutions in CX Passport Episode 123🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:45 Customer experience epiphanies 6:35 Triggers that move a company to focus on CX 9:20 The path to profitability 13:...

What's on your mind? Let CX Passport know... 🎤🎞️Customer experience cocktails🍸 and…ahem…toys🤭…in “The one with the CX bartender” with Tshili Khupe Head of LTVplus Strategic Partnerships & Growth - CX Passport Episode 122🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:58 How to listen to the customer 6:40 Turning a contact center to a customer insights center 9:46 Motivating br...

What's on your mind? Let CX Passport know... 🎤🎞️🥼🔬Think science and genomics don't need customer Experience? Think again “The one with the DNA Experience” Sherry & Melissa Ilumina CX Passport Episode 121🎧 [One note listeners & viewers…this week’s episode had some hardware issues so it’ll be audio only. Back to video next week!] CHAPTERS 0:00 Introduction 2:47 What does Illumin...

What's on your mind? Let CX Passport know... 🎤🎞️On a mission to help humans understand humans in "The one with the customer mix tape" with Amy Brown, CEO of Authenticx in CX Passport Episode 120🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:19 Unlocking patient insight from conversations 4:18 The inspiration from growing up in medicine 6:15 In 8th grade and on a heart tra...

What's on your mind? Let CX Passport know... 🎤🎞️The manager’s job is to Unsuck Things That Suck in “The one with the call center’s call center” with Gary Pudles, President & CEO of AnswerNet in CX Passport Episode 119🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:22 Changing ways customers contact brands today 4:29 Blending digital and human in customer contact 7:35 An INTRIGUI...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with Omotenashi” with George Nagatsuka - Founder Discover Xciting Japan in CX Passport Episode 118🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:45 Omotenashi - What drives the Japanese customer service focus? 7:33 Comparing Japanese to US/Western Customer Service 11:31 Unique Japanese travel experiences 16:26 First Class Loun...

What's on your mind? Let CX Passport know... 🎤🎞️PREACH it Pastor! Today CX=Church Experience and you'll be stunned how much we in the biz CX world can learn from the faith world in “The one with the relational collateral” Phil Davis Faith Community Church (Prague) in CX Passport E117. What’s in the episode?... 🤗For the first time, CX Passport listeners have an opportunity to give back....

What's on your mind? Let CX Passport know... 🎤🎞️Building communities CX and beyond in “The one with 2 T-Rexes and 2 Pennies” with Mercer Smith VP CX Insights and Community at Partner Hero | CX Passport E116🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:32 Using communities to better the Customer Experience world 4:45 What makes a GOOD community? 9:33 Elevate the customer insights f...

What's on your mind? Let CX Passport know... 🎤🎞️Opening career doors and building communities in “The one with expanding representation & BPO partnerships“ with Megan Bassler VP Strategic Partnerships at OP360 in CX Passport E115🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:44 The partnership role and OP360 4:29 Jet fuel for career learning - BPO industry 9:00 Expanding represe...

What's on your mind? Let CX Passport know... 🎤🎞️Jeff Krogman of MasterCard explains getting it right for customers in “The one with the customer first downs” CX Passport Episode 114🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:34 Jeff’s role at MasterCard 4:04 How to keep “non-customer” roles focused on the customer 6:40 A wide spectrum of “customer” for MasterCard 8:35 What does...

What's on your mind? Let CX Passport know... 🎤😲There's an open air pool at this airport! Andrew Tan Director Airport Operations Consultancy at Changi Airport Group in "The one with the Changi experience" CX Passport E113🎧What’s in the episode?... CHAPTERS 0:00 Introduction 3:41 Why is Changi so special to passengers? 5:37 What makes an airline choose an airport? 7:33 Why is c...