CX Passport

What's on your mind? Let CX Passport know... 🎤Improve your brand’s customer experience in “The one with the BPO whisperer” with Fred Shadding of The Call Center Source in CX Passport Episode 87🎧 What’s in the episode?... 🎯BPOs that improve Customer Experience, not degrade it 😲~24:30 - A VERY controversial contact center tool: Auto-tune for accents?...what do you think about it? 🔦How do yo...

What's on your mind? Let CX Passport know... 🎤How to do customer success right in “The one where Fish And Chips Leads to Customer Success” with Ryan Noakes Customer Success Manager at SAI360 in CX Passport Episode 86🎧 What’s in the episode?... 💡His top tip 🐟From a fish & chips waiter to customer success ✅Build a relationship...a relationship with your customer 👉Front line. THE front...

What's on your mind? Let CX Passport know... 🎤Find out how to do B2B in “The one where he does B2B Customer Experience Better” with Jim Tincher the author of “Do B2B Better” and Founder & CEO of Heart of the Customer in CX Passport episode 85 🎧 What’s in the episode?... ✅Do B2B Better! 🤗Hug your customers 🤯Whaaaaa?! CX leaders who don't talk with customers?! 🎉7 magic words to cr...

What's on your mind? Let CX Passport know... 🎤Do you consider neurodiversity when designing experiences? There’s real opportunity in “The one with neurodiverse, patient and reimagined experiences” with Shawn Nason of MOFI in CX Passport episode 84🎧 🎢Dollywood. Yes Dollywood gets experience design for neurodiversity right 💡Reimagine experience ecosystems 🎭Proving how backstage actions impa...

What's on your mind? Let CX Passport know... 🎤Get excited about the Euros, the NFL, the MLB in “The one with amazing fan experience at world famous events” with Matt Lynch of MoonShot in CX Passport episode 83🎧 What’s in the episode?... 🤩World Famous Events. World Famous Fan Experiences 💗Focus on purpose not function to create great experience 👉World famous events understand the front lin...

What's on your mind? Let CX Passport know... 🎤DO something with your Customer Experience in “The one where he goes from insight to action” with ken peterson of QuestionPro in CX Passport episode 82🎧 What’s in the episode?... 👟Beyond the fluffernutter of CX theory to ACTION 🔨No tool is perfect...but tools DO matter 👩‍🔧How to enable the front line through insights 📄What does a GOOD survey...

What's on your mind? Let CX Passport know... 🎤Get hyper-personalized in "The one with the Co-creation for the Modern Union" with Brian Elliott of Wove CX Passport episode 81 🎧 What’s in the episode?... 🥰The Emotional Aha moment- A BEAUTIFUL heartfelt genesis moment for the company 🧠Knowing your customers creates the opportunity 💍Disrupting a hyper-fragmented jewelry industry......

What's on your mind? Let CX Passport know... 🎤Go beyond the bumper sticker CX in “The one where Red is the new green of KPIs” with Cristina Popa CX Program Manager at Philips in CX Passport episode 80🎧 What’s in the show?... 👩‍🍳How do you blend process & customer experience? 🔁Repeatability of great customer experiences ⛔You don't change culture with a poster on the wall 🏃‍♀️Get...

What's on your mind? Let CX Passport know... 🎤Learn about the creation and the impact of customer insights in "The one where they create a customer insights team from scratch" with Jared Gebers & Audrey Anderson of Republic Finance in CX Passport episode 79...🎧 What’s in the episode?... 🚽Parking and Potties providing UX wisdom 🔨How to build a CX insights team 💪The power of t...

What's on your mind? Let CX Passport know... 🎤Airlines, loyalty and good experience? It can happen. Find out in “The one with the burgers, the mojitos and the airline loyalty” with Mark Ross-Smith CEO of Status Match in CX Passport episode 78🎧 What’s in the episode?... 🍜How do Customer Experience and Loyalty blend? 😡If loyalty is so important to airlines, why is the customer experience bro...

What's on your mind? Let CX Passport know... 🎤Changing the BPO industry through employee experience and matching agents to brands they love in “The one with the BPO Brand Love” with Jose Herrera Co-Founder & CEO at Hire Horatio CX in CX Passport episode 77 🎧 What’s in the episode?... 🧚‍♀️The disruptor's muse 🔁Lack of consistency taking care of customers 💗Matching BPO contact agen...

What's on your mind? Let CX Passport know... 🎤”The one with customer experience for turbulent times” with Mary Drumond of Worthix in CX Passport Episode 76🎧 What’s in the episode?... 💡Why Customer Experience is so important in turbulent times 💪Impact over frequency ☝The 5 drivers of a purchase decision 🤢Why are so many surveys garbage! 💔Not a fan of "romantic customer experience&quo...

What's on your mind? Let CX Passport know... 🎤Work both sides of your CX brain in “The One With The Empathy And The Spreadsheet” Vaishali Dialani Head of Customer Experience at NOW Money CX Passport episode 75🎧 What’s in the episode?... 🧚‍♀️The muse behind her pivot to Customer Experience 🧠The right and left brain of CX 🦉You have to unlearn in order to learn 🚫Avoiding the dumping ground...

What's on your mind? Let CX Passport know... 🎤Get ready to be hungry in “The one with the Happiness of King’s Hawaiian” with Troy Figgins, Director of Consumer Insights at King’s Hawaiian Bakery🎧 What’s in the show?... 😎From a beach side store to a nationally loved brand - The Spirit of Aloha 🍔SLIDER SUNDAYS!!! 🔍Growth of brand through a maniacal focus on needs of the customer and consume...

What's on your mind? Let CX Passport know... Summer brings out the vacay in this podcast host so I'm bringing out one of the EARLY episodes out of the vault. Enjoy! Episode 6 of CX Passport brings us Anne Witherspoon whose super power is "Outside In Thinking". While we discuss our shared appreciation of the wisdom of the "philosopher" Matthew McConaughey, Anne also bri...

What's on your mind? Let CX Passport know... 🎤The experience doesn’t matter?! Interesting. Find out more in “The one where memories matter” CX Passport episode 72 with Gus Imhof 🎧 What’s in the show?... 💡Surveys aren't dead. Bad surveys are dead. 🧠Design your experience for memorability 🤠The family ranch in Brazil! 🐍The risk of survey scope creep 👷‍♀️If you ask, you better DO somet...

What's on your mind? Let CX Passport know... 🎤How do you stay on top in Turkey when your market share is threatened by the world’s largest ecommerce brands? Find out in “The one with the Chief People Officer and the King of CX” with Esra Beyzadeoğlu & Buğra Asfuroğlu of Hepsiburada in CX Passport episode 71 🎧 What’s in the episode?… 💡Nice! The benefit of the Chief People Officer and Lea...

What's on your mind? Let CX Passport know... In honor of Pride month, CX Passport shares an important rerun... 🎤Truly a DO NOT MISS episode (E13) of CX Passport with @Todd Sears of @OutLeadership "The one with Return on EQUALITY"🎧 🌈Why would HSBC change the lights on their famous Hong Kong building for the first time in 37 years?🏳‍🌈 💥💓At 28:32, your host experiences a massively...

What's on your mind? Let CX Passport know... 🎤Learn what 40 years of customer experience in banking can teach in “The one with the kryptonite of Voice of the Customer” with Lisa Nance in CX Passport episode 69 🎧 🍕What is the BIGGEST disruptor to customer experience overall and banking in general? 👉Before the label of CX...we were still doing customer experience 🤗Hug your haters 🤬What&apo...

What's on your mind? Let CX Passport know... 🎤Want to know how to ADVANCE Customer Experience? Find out in “The one with the Dashers vs Defenders” from Dennis Wakabayashi CX Passport Episode 68🎧 👨‍🏫Adaptive Learning - "Normalize Failure...Normalize Risk" ✨BREAKING NEWS - "CX Undercover" coming out this summer! 😲Get the popcorn ready. We do it. We bring up the CX Influ...

What's on your mind? Let CX Passport know... 🎤Find out what what REALLY motivates a customer experience program in “The one with salty client honesty” with Michael Hinshaw of MCorpCX CX Episode 67 of CX Passport🎧 🌾Trading grain as a career pathway to Customer Experience? 💡Bonus episode insight - free patent process wisdom 👉"Technology won't fix it" 😲Salty client honesty ab...

What's on your mind? Let CX Passport know... Your travelin' host will be in Costa Rica so I'm offering up a rerun this week with the amazing Gavin Scott. Enjoy! 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 custome...

What's on your mind? Let CX Passport know... 🎤Get the fix for your Digital Transformation in “The one with the digital irrelevance antidote” with Howard Tiersky CX Passport Episode 65🎧 🤨Does the term "Digital" matter anymore? 💉What is the Irrelevance Antidote? 🥥Why does a beach shack restaurant in Cozumel need to be Digital? ✅The 5 steps to thrive in a digital world? 😖A sad ta...

What's on your mind? Let CX Passport know... 🎤Don't stop believin'🎵🎵🎵 and listen to "The One Where the Journey is the Truth" with Jochem van der Veer in CX Passport episode 64🎧 🧭Not customer centric but Journey Centric 😎How remote life created a family experience in Tulum Mexico 👀Journeys should be managed like products 🎨No end to end journey. It’s a collection of...

What's on your mind? Let CX Passport know... 🎤Head to Hawai’i to learn about CX, Coaching, Airbnb…and dial-up(!) in “The one where she transforms lives…one customer at a time” Desirree Madison Biggs CX Passport Episode 63🎧 ✅Where do you start a CX program? "Start where you can!" 😍Living on the beach in Hawaii 👩‍🍳The CX career Recipe - Fixing Things, Passion and Risk Taking 🙋‍♀...