CX Passport

What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one where she’s a diplomat” with Deanna Stearns in CX Passport Episode 211🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Deanna Stearns2:06 Why CX is all about connections and diplomacy5:28 Creating experiences customers actually want9:31 Turning customer insights into real business results12:24 Overcoming resistance to CX-driven change13:27 First Class Lounge: Travel, chocolate, and coffee17:25 The biggest mistake companies make in CX19:57 Starting a CX program from scratch22:40 What’s next for Deanna in CX23:49 Where to connect with DeannaIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Deanna LinkedIn: https://www.linkedin.com/in/deannastearns/

What's on your mind? Let CX Passport know...🎤🎞️“The one with XLAs” with Doug Rabold in CX Passport Episode 210🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Doug Rabold2:04 What are XLA’s and why do they matter?5:43 The difference between SLAs and XLAs7:32 How XLA’s improve both customer and employee experience11:32 Treating IT as a business, not just a function13:52 Real-world XLA success stories14:17 San Antonio’s hidden gem: The Cove15:24 First Class Lounge: Travel, food, and guilty pleasures21:00 Doug’s path from sales to IT leadership23:32 Why frontline agents must be more tech-savvy26:08 Where to connect with DougIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Doug LinkedIn: https://www.linkedin.com/in/doug-rabold-itil-hdi/XLA Institute: https://xla.institute/

What's on your mind? Let CX Passport know...🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Irina Mateeva2:07 Why workforce management is crucial for CX4:56 How WFM impacts both customers and employees7:34 The connection between WFM and employee burnout10:20 What companies get wrong about workforce management12:13 Customer experience in Bulgaria14:57 First Class Lounge: Travel, food, and unexpected favorites18:37 How Irina found her way into workforce management21:05 The role of AI and automation in WFM23:30 Where to connect with IrinaIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Irina LinkedIn: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/RightWFM: https://rightwfm.com/WFM Unfiltered Podcast available on all your fave pod apps

What's on your mind? Let CX Passport know...🎤🎞️“The one where he Disnefies Customer Retention” with Vance Morris in CX Passport Episode 208🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Vance Morris1:34 The power of Disney’s systems in customer experience4:43 How systems create freedom for employees7:07 Applying big business lessons to small businesses10:16 Disnefying the mundane to create great experiences12:41 Turning a carpet cleaning business into a CX powerhouse13:39 Why Vance moved into coaching14:43 The cost of new customers vs. retaining existing ones17:25 College band life: Clamming to afford a hotel18:37 Marketing lessons from the band experience19:32 First Class Lounge23:41 The return to simplicity: Vance’s flip phone24:38 What price elasticity really means for CX26:53 How small businesses can justify higher prices29:19 Tactical steps to improve customer retention32:36 The power of personality in customer retention33:52 Where to connect with VanceIf you like CX Passport, I have 3 quick requests:✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com✅Leave a review on your favorite podcast appI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Web: deliverservicenow.com52 Ways To Wow Your Customers Without Breaking The Bank: wow52ways.com 

What's on your mind? Let CX Passport know...🎤🎞️“The one with behavior driven CX” with Candy Kothmann Call Center Director at Texas Workforce Commission episode 207🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Candy Kothmann2:09 Delivering CX in a government agency3:50 Balancing efficiency and empathy in customer service7:47 Turning fear and frustration into a positive experience9:38 Handling crisis calls and law enforcement involvement12:07 First Class Lounge: Travel, Tex-Mex, and ballroom dancing16:32 How complaints drive process improvements19:18 Improving claimant and agent experiences21:12 Closing thoughtsIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passport

What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one with profits through consistency” with Tucker Wakabayashi in CX Passport Episode 206🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Tucker Wakabayashi2:35 Growing up in a CX-focused household5:17 Choosing customer experience as a career8:06 Lessons from frontline and back-of-house customer experience13:23 How customer retention drives business results17:03 First Class Lounge: Dream destinations and favorite foods20:49 Creating dual experiences for different customers23:26 What companies get wrong about customer experience26:47 What’s next for Tucker in CX28:36 Where to connect with TuckerIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Tucker LinkedIn: https://www.linkedin.com/in/tuckerwakabayashi/Dennis Wakabayashi’s CX Passport episode 68: https://www.buzzsprout.com/1736603/episodes/10653821

What's on your mind? Let CX Passport know...🎤🎞️“The one with the climate of CX” with Jeff Louden Digital Product Manager at The Baldwin Group  in CX Passport Episode 205🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Jeff Louden1:43 From CX Open to Work to New Job Success story2:30 What CX professionals should focus on in 20254:15 Gauging the climate of CX in your organization7:50 Navigating the open-to-work journey in a shifting CX landscape10:27 Overcoming the challenges of CX job titles and roles13:07 The "doesn't suck" standard for customer experience15:03 Understanding and adapting to organizational climates18:55 First Class Lounge23:25 Why bad experiences still happen in business26:07 Collaborating to overcome customer experience challenges29:02 Lessons for aspiring product managers31:27 Where to connect with JeffIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Jeff LinkedIn: https://www.linkedin.com/in/jeffrey-louden/

What's on your mind? Let CX Passport know...🎤🎞️“The one with the psychology of loyalty” with Vinay Parmar Speaker & Consultant in CX Passport Episode 204🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Vinay Parmar1:19 Why relationships matter more than products in CX3:25 The three types of customers: One-night stand vs. lifelong loyalty6:37 The role of trust in customer decision-making8:18 The psychology behind customer experience11:24 How emotions shape brand perception and loyalty12:37 Listening as the key to better business results14:20 The flaws of traditional voice-of-customer programs18:25 First Class Lounge22:35 How companies can truly understand customer emotions25:43 Turning insights into action inside a company29:06 Creating sustainable CX strategies through consistency32:06 Measuring what truly matters to your customers33:31 Where to connect with VinayIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Vinay LinkedIn: https://www.linkedin.com/in/vinayparmar/Vinay website: https://vinayparmar.co.uk/

What's on your mind? Let CX Passport know...🎤🎞️ “The one with CX the customer would pay for” Karyn Furstman Founder & CEO CustomersFurst in CX Passport Episode 203🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Karyn Furstman1:31 Lean Processes and CX: Why it matters3:40 Embedding CX into daily operations5:25 Involving leadership in CX transformation6:18 Where CX should live in an organization7:51 Avoiding the "CX as a project" trap11:13 How to succeed without a CX seat at the table14:20 Tying CX improvements to financial results17:21 The CX leader as an orchestrator19:52 First Class Lounge24:09 Creating real results as a CX leader27:16 Collaborating with the CFO on CX initiatives29:58 Leaving corporate America for consulting31:50 How to connect with KarynIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Karyn LinkedIn: https://www.linkedin.com/in/karynfurstman/

What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one with the posture of learning” with Jeff Harrell in CX Passport Episode 202🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Jeff Harrell2:44 Why customer experience matters to Jeff5:24 Crafting relatable experiences with "Big Ass Runner"9:18 Building a podcast community through connection12:25 The power of feedback loops in content marketing16:28 Applying podcast lessons to CX and marketing17:30 First Class Lounge: Dream travel destinations24:20 Mistakes companies make in CX and marketing26:53 The importance of post-purchase experiences28:20 Jeff’s vision for his next content marketing role29:30 Closing thoughts and where to connect with JeffIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Jeff Harrell Instagram: jeffharrellyoJeff Harrell LinkedIn: https://www.linkedin.com/in/jeffrharrell/Big Ass Runner podcast: https://podcasts.apple.com/us/podcast/big-ass-runner-trail-running-podcast/id1524865074