CX Passport

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?...CHAPTERS0:00 Introduction2:58 How to listen to the customer6:40 Turning a contact center to a customer insights center9:46 Motivating brands to amplify their contact center12:15 Adult toy customer insights15:25 Engaging the front line for customer insights17:19 1st Class Lounge21:32 Successful customer insight stories26:25 Reasons why companies turn to BPOs for help28:52 Contact info and closingIf you like CX Passport, I have 4 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Sign up for the weekly CX Passport newsletter www.cxpassport.com✅Leave a review on your favorite podcast site so others can find the show✅Share your thoughts about the episode in the commentsHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LTVplus: https://www.ltvplus.com/Tshili LinkedIn: https://www.linkedin.com/in/tshili-khupe/

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!]CHAPTERS0:00 Introduction2:47 What does Illumina do?5:10 Why is Customer Experience needed in genomics?7:50 Balancing legacy with innovation in customer experience10:40 Who are the customers for this industry? 13:25 How to build great CX in genomics17:33 1st Class Lounge23:13 Building a CX program from the ground up26:07 Listening to the customer in genomics28:40 Investors are realizing the $ benefits of customer experience33:20 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Illumina: https://www.illumina.com/Sherry Grissom: https://www.linkedin.com/in/sherry-grissom-954a9930/Melissa Spears: https://www.linkedin.com/in/melissa-spears-289a658/

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?...CHAPTERS0:00 Introduction2:19 Unlocking patient insight from conversations4:18 The inspiration from growing up in medicine6:15 In 8th grade and on a heart transplant flight?!8:41 The crushing complexity of healthcare industry11:19 A billing call isn’t JUST a billing call16:30 Why are we getting patient experience so wrong?18:23 First Class Lounge22:48 Why start with healthcare?25:30 Using stories to inspire change 33:20 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Authenticx: www.authenticx.com

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?...CHAPTERS0:00 Introduction2:22 Changing ways customers contact brands today4:29 Blending digital and human in customer contact7:35 An INTRIGUING option for Small Business contacts13:19 Front line employee engagement17:45 Cuba and Caymans in one trip…contrast indeed20:40 1st Class Lounge25:08 The CRM is dead?27:33 Iterative success vs disruption31:38 Buying a business32:41 Contact info and closingIf you like CX Passport, I have 4 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Sign up for the weekly CX Passport newsletter www.cxpassport.com✅Leave a review on your favorite podcast site so others can find the show✅Share your thoughts about the episode in the comments Hosted by Rick Denton “I believe the best meals are served outside and require a passport”Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.comEpisode resources:Social media tags: @GaryPudles @answernetWeb: www.answernet.com

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?...CHAPTERS0:00 Introduction2:45 Omotenashi - What drives the Japanese customer service focus?7:33 Comparing Japanese to US/Western Customer Service11:31 Unique Japanese travel experiences16:26 First Class Lounge21:54 How does GE process experience influence CX today?24:49 Variability of the Asian customer experience28:38 DiscoverXcitingJapan31:27 Contact info and closingIf you like CX Passport, I have 4 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Sign up for the weekly CX Passport newsletter www.cxpassport.com✅Leave a review on your favorite podcast site so others can find the show✅Share your thoughts about the episode in the comments Hosted by Rick Denton “I believe the best meals are served outside and require a passport”Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.comEpisode resources:Spirit of Japanese Customer Service: OmotenashiLinkedIn: https://www.linkedin.com/in/george-nagatsuka/Website: https://discoverxcitingjapan.comFacebook page: https://www.facebook.com/discoverxcitingjapan

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. More detail in the episode on how you can support this mission which is currently serving the humanitarian needs of the Ukrainian refugee community created by the tragic invasion of Ukraine in addition to the soul needs of the Prague international community. Listen to the episode and then…Support here: https://give.serge.org/donate/phil-and-shanna-davisCHAPTERS0:00 Introduction4:45 Church vs business when it comes to creating experiences8:30 Customer sensitive NOT customer driven11:01 Many churches…one goal14:03 Asking your “customers” to sacrifice?17:09 What’s unique and special about Prague?21:08 1st Class Lounge25:42 The KEY lesson EVERY CX person should know28:50 Why “brand promise” matters even MORE in the faith world31:26 What’s next for Faith Community33:25 Contact info and closingWant video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comHosted by Rick Denton “I believe the best meals are served outside and require a passport”Apple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Support Faith Community Churchhttps://give.serge.org/donate/phil-and-shanna-davisWebsite: faithcommunity.czMission Organization: serge.org

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?...CHAPTERS0:00 Introduction2:32 Using communities to better the Customer Experience world4:45 What makes a GOOD community?9:33 Elevate the customer insights from the front-line13:59 Providing the support and language for mental wellness16:08 1st Class Lounge20:47 How to scale great teams25:20 A brilliant trait to block the tribalism of CX labels27:48 What’s next for communities and customer experience?30:40 Closing and contact informationWant video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comHosted by Rick Denton “I believe the best meals are served outside and require a passport”Apple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:LinkedIn: https://www.linkedin.com/in/smithmercer/Social Media handles: @mercenatorWebsite: https://www.mercenator.com/

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?...CHAPTERS0:00 Introduction2:44 The partnership role and OP3604:29 Jet fuel for career learning - BPO industry9:00 Expanding representation and diversity in BPO leadership12:31 Practical tips for creating Communities18:36 AI and the BPO industry21:14 1st Class Lounge26:13 Keeping humanity in the AI and Digital solutions29:22 Equipping agents to successfully represent both brand and BPO33:15 Contact info and closingThank you, OP360 for your sponsorship of this episode. Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorshiphttps://www.ex4cx.com/blog/2023/3/3/if-i-would-have-them-on-my-show-for-free-i-might-as-well-get-paid-for-itIf you like CX Passport, I have 4 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Sign up for the weekly CX Passport newsletter www.cxpassport.com✅Leave a review on your favorite podcast site so others can find the show✅Share your thoughts about the episode in the commentsHosted by Rick Denton “I believe the best meals are served outside and require a passport”Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.comEpisode resources:Megan LinkedIn: https://www.linkedin.com/in/megan-lyn-vonderach/OP360: https://www.op360.com/CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

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?...CHAPTERS0:00 Introduction2:34 Jeff’s role at MasterCard4:04 How to keep “non-customer” roles focused on the customer6:40 A wide spectrum of “customer” for MasterCard8:35 What does Voice of the Customer look like across a wide customer spectrum10:27 Listening to all B2B customer types12:35 Personalization with a spectrum of customers15:00 Creating what customers want17:13 1st Class Lounge Travel, Fun & Food22:48 Bringing customer and non-customer teams together25:41 Process. Process. Process…Getting the basics right for customers28:10 Addressing the challenge of payment industry newcomers31:26 Contact info and closingIf you like CX Passport, I have 4 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Sign up for the weekly CX Passport newsletter www.cxpassport.com✅Leave a review on your favorite podcast site so others can find the show✅Share your thoughts about the episode in the commentsHosted by Rick Denton “I believe the best meals are served outside and require a passport”Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.comEpisode resources:Jeff Krogman LinkedIn: https://www.linkedin.com/in/jeff-krogman-a30a6210/The Reluctant Traveler with Eugene Levy

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?...CHAPTERS0:00 Introduction3:41 Why is Changi so special to passengers?5:37 What makes an airline choose an airport?7:33 Why is customer experience at an airport vital?11:06 Your CX Passport Captain11:32 The airport attracts the community 13:26 What to do and eat in Singapore20:30 1st Class Lounge23:51 How to know what an airport really needs25:41 Contextualize technology in overall CX context30:20 The surprise delights 🏊at Changi33:20 Contact info and closingWant video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comHosted by Rick Denton “I believe the best meals are served outside and require a passport”Apple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Changi Airports International: https://www.cai.sg/Andrew LinkedIn: https://www.linkedin.com/in/andrewtan2000/