CX Passport

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the beverage customer experience” with Gabriela Amaral, Global Customer Satisfaction Manager at AB InBev in CX Passport Episode 112🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:58 From tech university degrees to leading global customer experience 5:22 Creating great customer experience for B2B customers 9:25 Your CX Pass...

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the CX orchestration” with Mark Slatin, CX Advisor at EmpoweredCX in CX Passport Episode 111🎧What’s in the episode?... CHAPTERS 0:00 Introduction 2:12 Tangible experience in CX 3:58 What’s the role of a CX leader? 6:48 How to move customer experience initiatives forward…successfully 9:19 Inspiring change using the customer’s story...

What's on your mind? Let CX Passport know... 🎤🎞️“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?... CHAPTERS 0:00 Introduction 2:50 What a Customer Experience role should be 3:41 How do you act on what you learn from the customer? 8:49 Your CX Passport Captain 9:15...

What's on your mind? Let CX Passport know... Today CX Passport begins video podcasting. Continue listening on your favorite audio apps...or head over to YouTube and subscribe to the CX Passport channel there to watch each episode  youtube.com/@cxpassport 🎤Customer & Employee experience transformation for BPOs in “The one with the Uber of BPOs” with Claas van Delden, Chief Growth Officer f...

What's on your mind? Let CX Passport know... 🎤Crypto and Customer Experience? You bet! “The one with the better Crypto Customer Experience” with Clemens Behrend of Web3CX CX Passport Episode 108🎧 What’s in the episode?... 🤷‍♂️Why should Crypto and Web3 focus on customer experience? 🚩How did customer experience observations show early red flags about FTX? 💡Want to break into the crypto spa...

What's on your mind? Let CX Passport know... 🎤Board a luxury, double aisle, supersized episode with Bryan Stoller, Global Head of Customer Care at United Airlines in “The one with United Airlines Customer Experience” CX Passport E107🎧 What’s in the episode?... ⚙️How to prioritize the insights gained from the customer contact center 👉What drove United's evolution beyond random call list...

What's on your mind? Let CX Passport know... 🎤CX Passport’s first guest from Uganda(!) in “The one with the simplicity of CX” with Evas Bazirakakye, Customer Relationship Manager at Umeme🎧 What’s in the episode?... 😊Simplicity is attractive...especially in experience 👉The evolution of Customer Experience in Uganda 💡Every interaction should create a memory...an experience 📈Good experience...

What's on your mind? Let CX Passport know... 🎤Get beautifully designed Customer Experience in “The one with the convergence of clarity and surprise” with Jared Fink of Siegel+Gale in CX Passport episode 105🎧  What’s in the episode?... 🥰"Designing something people love" 👩‍🎨Humans are messy. How design for humans? ✈️What makes a great travel lounge - from chaos to calm 🔬"Bea...

What's on your mind? Let CX Passport know... 🎤There’s a revolution in customer experience coming “The one with the patient choice awakening” with Ben Seals, CEO of Thomas Eye Group in CX Passport episode 104. What’s in the episode?...🎧 📞When your FIRST call teaches you to love to talk to customers 💡When the CEO hears directly from customers ❗Patient choice...it's real...it's now...

What's on your mind? Let CX Passport know... For the first time, I’m recommending you view this episode rather than listen to it. www.youtube.com/@cxpassport 🎤Will there be a place for humans in Customer Experience? Find out in “The one where chatGPT visits CX Passport” Episode 103🎧 What’s in the episode?... (How I made this video is in the episode resources below) 🤖Why get AI’s perspective...

What's on your mind? Let CX Passport know... 🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?... 🤔Why does experience matter if it's "just a product" 💎A brand's place on the luxury spectrum 🧹Who has the best customer insight at a hotel? 👉The impact of expectations o...

What's on your mind? Let CX Passport know... 🎤Get the truth about building a full VOC program in “The one with the swear jar for the word 'survey'”🎧 with Tanya Fowler, Head of Customer Experience for FCT in CX Passport Season 2 Episode 101. What’s in the show?... 🥇Tanya's first 5 minutes hold SO much VOC gold 😍She's got the role ALL of us in Customer Experience want 💡V...

What's on your mind? Let CX Passport know... 🎤Celebrate CX Passport’s 100th episode with the brilliant Mike Gathright Senior Vice President, Head of Customer Experience at Hilton in “The one with the Hilton light and warmth of hospitality”🎧What’s in the episode?... 💡Protecting the contact center as a customer insight center created REAL product innovation results 📈Recession solve? - Lean I...

What's on your mind? Let CX Passport know... 🎤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 episode?... 😬Ummm...flight attendant...have you seen my pants? 🤯Weight checks? Girdle checks?!...at work?! 😋Getting a cooked to order medium rare steak on a flig...

What's on your mind? Let CX Passport know... 🎤CX Passport’s first guest from Oman in “The one where Oman is the Switzerland of the Middle East” with Codin Caragea Chief Manager, Head of Customer Experience at Bank Muscat in Episode 98🎧 What’s in the episode?... ⚡The energy comes from the demographics 🧑‍🍳The daunting AND freeing nature of starting a CX program from scratch 💡Need to unders...

What's on your mind? Let CX Passport know... 🎤As we close 2022, CX Passport takes a break with the annual tradition of “The One with the 2022 First Class Holiday Special"🎧 Episode 97 (almost to 100!)  Thank you to all of the great guests of 2022 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special?... Mary Drummond - USA Gregorio Ugli...

What's on your mind? Let CX Passport know... 🎤Talk global work from anywhere “The one where remote work is NOT one size fits all” with Anne Bibb of RemoteEvolution in CX Passport Episode 96🎧 What’s in the episode?... Not a one time WFH revolution...it's an ongoing evolution 👂Work from Where? - Employees don't want to be told. Employees want to be heard 🤗Going beyond EAP and havin...

What's on your mind? Let CX Passport know... 🎤True customer love in “The one where they sell smiles” with April Obersteller Director of Global Experience for woom in CX Passport episode 95🎧What’s in the episode?... 👉Even startups need to focus on CX from the beginning 🧑‍🌾When the founder picks up the customer service line while he's mowing the lawn 🤯Wow! Turning off the customer sup...

What's on your mind? Let CX Passport know... 🎤Why would anyone care about customer experience during a war?!? Find out in “The one with the war in Ukraine and customer experience” with Anastasia Vladychynska in CX Passport episode 94🎧 What’s in the episode?... 🤔Does Customer Experience matter in the middle of a war? 👉A crisis will expose your company's true values 💪The Ukrainian spir...

What's on your mind? Let CX Passport know... 🎤Get practical with Voice of the Customer in “The one with Customer Experience and the hashtag” with Jeremy Watkin, Director of Customer Experience and Support at NumberBarn in CX Passport Episode 93🎧What’s in the episode?... 💡Voice of the Customer isn't just for big companies 🎭Improv Inspiration-Don't say "No" to a customer....

What's on your mind? Let CX Passport know... 🎤Find out what’s beyond Voice of the Customer in “The one with the Voice of Service” with Craig Stoss of PartnerHero in CX Passport episode 92🎧 What’s in the episode?... 🚒You wouldn't use a Chatbot if your house was on fire would you?  😶Word of mouth...doesn't automatically mean there's value in the experience 💾The Commodore 64 m...

What's on your mind? Let CX Passport know... 🎤Expand your global perspective in “The one with the Cameroon customer experience evolution” with Georges Essama of Cameroon Telecommunications in CX Passport episode 91🎧 What’s in the episode?... 💪The emerging CX discipline of Cameroon 📈The first CX index for Cameroon 🌍The world's best peppercorn 👉Starting a Customer Experience care as a...

What's on your mind? Let CX Passport know... 🎤Dude…My mind is blown in “The one where surfing proves Good CX is Good Business” with Tony Sanchez Vice President, Customer Experience at Comcast Advertising in CX Passport episode 90🎧 What’s in the episode? 🤯You MUST listen to Tony tie surfing to business...mind blown 👉Experience as the differentiator...even in industries you wouldn't exp...

What's on your mind? Let CX Passport know... 🎤Change is a coming in “The one with a new CX Sheriff in town” with Amanda Ono of Resolver in CX Passport episode 89🎧 What’s in the episode? 👉It's not just steps and processes...change LEADERSHIP matters 🙋‍♀️Am I building this process for me/the business or for the customer? ❓What to do when a customer doesn't know what they want 📢Na...

What's on your mind? Let CX Passport know... 🎤Get back to the basics of Customer Experience in “The one where they're curious about CX” with Karl Sharicz of HorizonCX in CX Passport Episode 88🎧 What’s in the episode? 👨‍🍳A return to CX fundamentals 🔬So much awareness that CX is bad...but companies are still getting it wrong 🛑Stop using the term call deflection 🔨Equip your front line...