CX Passport

What's on your mind? Let CX Passport know... 🎤Discover why Customer Experience REALLY matters in Brazil in "The one with the 3 P’s of CX" episode 62 with Laise Porto🎧 🌎How CX has changed in Brazil and Latin America 😎You're gonna want to go to Bahia after this episode! 👀Experience matters. Experience REALLY matters in Brazil. 💰"CX Marketing" works in Brazil 🍣The...

What's on your mind? Let CX Passport know... 🎤If Customer Experience is so broken, what’s the one thing to fix it? Find out in “The one with CSX (Customer SERVICE Experience)” with Alex Mead in CX Passport episode 61🎧 😣What's wrong with customer experience today? ☝What’s the 1 thing to fix it? 🧵Two main threads of Customer Experience 🤬Customer SERVICE Experience (CSX) is still so bro...

What's on your mind? Let CX Passport know... 🎤Open that tray table, buckle that seat belt and watch a show in “The one with the in-flight entertainment” CX Passport E60 with Corinne Streichert🎧 📺Starting an in-flight entertainment career  💰Customer Experience as a product 🧳Working for an airline...Vegas for the weekend...from Australia?! 🤗Customer Service as an empathetic career builder...

What's on your mind? Let CX Passport know... 🎤Head to Turkey for some wise insight in “The one with the 1% Diamond Insight” CX Passport E59 Gürol Kurt🎧 👉Don't focus on NPS. focus on experience 🌍Variance in NPS scores across geographies 💁‍♂️Retail Self service appetite vs desire for assistance across the globe ☕Urban vs rural approach to Customer Experience in Turkey 🔧Don't wor...

What's on your mind? Let CX Passport know... 🎤Find out how the “beautiful game” and Customer Experience go hand in hand in “The one with the CX Goalkeeper” CX Passport E58 Gregorio Uglioni🎧 ⚽How does football (soccer) explain customer experience? 🤝It's not about B2B or B2C...it's H2H 🤩Mauritius. Hawaii. Need I say more? 🥅All players have the same goal...scoring a goal...even if...

What's on your mind? Let CX Passport know... 🎤Imagine what #CX would look like if a country had a Minister of Happiness? Hear about that happening in the UAE in “The one with the Minister of Happiness” with Faran Niaz in CX Passport episode 57🎧 😲Imagine the leader of the country live tweeting their post office experience...and forcing CX change! 📈Taking a bank from the bottom to the top of...

What's on your mind? Let CX Passport know... 🎤A return to the Middle East with fascinating stories “The one with #SheDrives, Chip Shortages and STUNNING Personalization” in CX Passport E56 with Hussein Dajani 🎧 🏃‍♀️From royal decree to #SheDrives in 39 minutes! 🤗Call it HUMAN Experience 🙋‍♀️#SheDrives...the car, the family, the business... 💻How the chip shortage affects CX 🍕A pizza trac...

What's on your mind? Let CX Passport know... CX Passport is on Spring Break and heading to the mountains for a little skiing (actually snowboarding for the first time this year!) So to take a little break, I'm going to replay episode 19 with Nic Zeisler...the guest who definitely spends the most time in the mountains as compared to all my other guests. Enjoy...and CX Passport will be back...

What's on your mind? Let CX Passport know... Working in 17 countries! Designing experiences for Cirque du Soleil! More passports than one person can keep up with! 🎤Learn about the globally nomadic life in “The one where she designs experiences at Cirque du Soleil…and beyond!” with Carolene Méli in CX Passport episode 54🎧 🌊“Experiences are the Currents of Life" 🌍Living the global nomad...

What's on your mind? Let CX Passport know... 🎤Come for the food & travel, stay for the customer experience wisdom in "The one with sake, churrascarias, CX controversies and 4 steps to CX glory" with Jimmy Hosang of The Modular Analytics company in CX Passport E53🎧 🎭Another CX career launched from a performing arts background! 🔊4 steps to insights and actions from the customer...

What's on your mind? Let CX Passport know... 🎤Don’t just talk customer centricity…DO IT in “The one with Human to Human banking” episode 52 with Aarthi Murali of M&T Bank🎧 🥰Humans serving humans ✅How can you get CX "Front to Back" in your company 😲Muscat, Oman y'all! Oman! 🛒Becoming the Wegmans of Banking 🧐How do you deliver community-based CX...at scale? 🤘Nic Z...yo...

What's on your mind? Let CX Passport know... 🎤Discover the winning patterns of customer experience in “The one with the Dark Side of CX” CX Passport episode 51 with Mike Bartlett 🎧 ♟Linking chess and Customer Experience 🧦Humans are pattern matching machines 📕Michael's new book "The Dark Side of CX" 🧠What is the psychology of a bad experience? ✅Two Customer experience frict...

What's on your mind? Let CX Passport know... Want to know how to ACTUALLY create a customer experience program? Trying to get out of the theory and into actual practical steps? Maybe a field manual? 🎤So…At Ease! Hit download, leave a review and have a listen to “The one with the Customer Experience Field Manual” in CX Passport episode 50(!) with Jeff Sheehan🎧 📚A DIFFERENT type of CX book 📅...

What's on your mind? Let CX Passport know... 🎤Discover the CX of the Seas in “The one with a ‘More Than Perfect’ cruise experience” with Paul Rutter in CX Passport episode 49🎧 🚢The number 1 CX lesson learned from a career at sea 🐶How a dog called Fraulein got Paul into the cruise industry 🤑Loyalty so strong that customers book the next trip BEFORE the current trip is over 🙈Oh...you'...

What's on your mind? Let CX Passport know... 🎤Get amazingly emotional in “The one where Pest Control Saves Lives” with Matt Beckwith in CX Passport episode 48🎧 🥰You MUST listen to the last story. Amazingly emotional story of impact 🤗Contact centers going beyond just call deflection 🏡Why Home Services is one of the most intimate CX industries 📚Be the chief storyteller 🧙‍♂️Don't be l...

What's on your mind? Let CX Passport know... 🎤Join me in Turkey in "The one where Design Thinking unlocks the creativity of your childhood" with Seda Alpkaya on CX Passport episode 47🎧 🎨Unlock the creativity of your childhood 🌍Differences in CX across Turkey, UK and the globe 👩‍🍳The recipe of Design Thinking and Customer Experience 🔨Tactical toolsets and activities to start de...

What's on your mind? Let CX Passport know... 🎤CX Passport episode starts 2022 off with a trip to Jordan(!) in "The one with igniting passion for Customer Experience in the Arab region" with Olga Budieri🎧 🤸‍♀️More than CX...architect HUMAN experiences 🌍 GLOCAL…Front line matters…especially a GLOBAL front line...UAE, KSA, Australia and beyond 🙋‍♀️What is Voice of the Business? 📈W...

What's on your mind? Let CX Passport know... 🎤 “The one with the Holiday First Class Lounge Collection (Part 2)”🎧 CX Passport. Still on  a holiday break but hope you enjoy this compilation of First Class Lounge snippets. Thank you to all the listeners and supporters of CX Passport. Thank you for your input and your reviews. I hope everyone has a wonderful close to 2021 and Happy New Year! En...

What's on your mind? Let CX Passport know... 🎤 “The one with the Holiday First Class Lounge Collection (Part 1)”🎧 CX Passport takes a break but wouldn’t leave you without an episode. Enjoy this compilation of great First Class Lounge visits with Sharon Boyd, Todd Sears, Julie Cockerill, Erik Lautier, Katie Stabler & Katie Miller Hosted by Rick Denton, CX Passport guides you through a con...

What's on your mind? Let CX Passport know... 📢Mike Verret gets to the root of personal and brand messaging and how that influences overall customer experience. 💪Be First, Better or Different 🐴Eeyore and 🤖Optimus Prime are the same voice?!?!? 🏈How are an American football lineman and great CX so similar? 🌏Traveling with Hasbro across the globe! 💡Highlight the problem you solve before des...

What's on your mind? Let CX Passport know... 🎤“The one where CX is Yoga” Twist your mind instead of your body today and grab today’s CX Passport episode 42 with the excellent Jay Thattai🎧 🧘‍♀️3 Stages of Yoga = 3 Stages of Customers 🏋️‍♂️Neither CX nor 6 pack abs happen overnight 😲You'll be stunned by this trip to Thailand (Chaing Mai) 💞The "Soulful" nature of reviews 🔨The...

What's on your mind? Let CX Passport know... When we think of VOC, we often think of Voice of the Customer. But when you talk with talent acquisition leaders, it means something completely different. Learn all about Candidate Experience and Voice or the Candidate from John Bradley of Albertsons.  💡Nobody even said "Candidate Experience" 10 years ago 🤷‍♂️Why does Candidate Experienc...

What's on your mind? Let CX Passport know... When you’ve been a part of the CX community for decades, you know what matters most. Today’s guest, Elaine Lee, shares her thoughts on how to really understand your customer. Stop treating them like averages, or ideal customers, and instead get to really know your customer. 👨‍🔬Don't average your customer out into an amorphous blob 🗣TALK to yo...

What's on your mind? Let CX Passport know... What if you turned experience, leadership, talent upside down? Find out the greatness that creates in today’s episode with Andre Wiringa of Start Reverse.  🔀What does Start Reverse mean? 🧑We're bringing human back. Yeah! 🥰Dunes. Wandering. National Forests. REAL emotions of laugher and tears. THIS is the way to do a leadership retreat! 😲🤩...

What's on your mind? Let CX Passport know... Contact center agents, especially those in hospitality, are on the front lines of the Max Mad world of travel we live in today. How can we help those agents? Find out from Mindy Lentz, Director of Customer Care at Hilton, in today’s episode. 🙄🤬🙄The plague of Adult Temper Tantrums 🦸‍♀️How to be the superhero that saves their day 😍🧳Hiring passio...