CX Passport

Rick Denton

👉Love customer experience and love travel? You’ve found the right podcast, a show about creating great customer experience, with a dash of travel talk. 🎤Each episode, we’ll talk with our guests about customer experience, travel, and just like the best journeys, explore new directions we never anticipated. Listen here or watch on YouTube youtube.com/@cxpassport 🗺️CX Passport is a podcast that purposely seeks out global Customer Experience voices to hear what's working well in CX, what are their challenges and to hear their Customer Experience stories. In addition, there's always a dash (or more!) of travel talk in each episode.🧳Hosted by Rick Denton, CX Passport will bring Customer Experience and industry leaders to get their best customer experience insights, stories and hear their tales from the road...whether it’s the one less traveled or the one on everyone’s summer trip list. If 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 passportMusic: Funk In The Trunk by Shane IversCX Passport is a podcast for customer experience professionals that focuses on the stories, strategies, and solutions needed to create and deliver meaningful customer experiences. It features guests from the world of CX, including executives, consultants, and authors, who discuss their own experiences, tips, and insights. The podcast is designed to help CX professionals learn from each other, stay on top of the latest trends, and develop their own strategies for success.

Episodes

Mentioned books

Dec 12, 2023 • 38min

The one with Spotify Customer Service - Rajiv Vellodi VP Global Customer Service Spotify E145

What's on your mind? Let CX Passport know...🎤🎞️Customer Service for one of the world’s most visible brands “The one with Spotify Customer Service” with Rajiv Vellodi VP Global Customer Service Spotify in CX Passport Episode 145🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:29 What’s Rajiv’s top Spotify playlist?3:10 Global Customer Support at Spotify5:20 Blending GE, Hilton, Amazon career experience at Spotify10:36 Managing Global Customer Service for high visibility brand like Spotify15:15 Elevating and celebrating culture18:54 1st Class Lounge24:39 Key factors how Spotify chooses BPO partners31:45 Contact center as customer insight center at Spotify34:56 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”#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #spotify #process #business #management #travel #bettercustomerservice #shorts

Dec 5, 2023 • 32min

The one with the human experience - NYT Bestseller Joseph Michelli CEO The Michelli Experience E144

What's on your mind? Let CX Passport know...🎤🎞️“The one with the human experience” with NYT Bestseller Joseph Michelli CEO The Michelli Experience in CX Passport Episode 144🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:09 Airbnb and Mercedes’ customer experience strategies8:14 Balancing operational incentives with customer experience11:38 Prioritizing human interaction in customer service15:50 Solving for gamification in customer feedback19:00 Joseph’s radio career influencing CX today20:08 1st Class Lounge23:40 What is human experience?26:22 Mental wellness and Bonfire Digital Wellness30:16 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/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/josephmichelli/Website: https://www.josephmichelli.com/

Nov 28, 2023 • 38min

The one with the profitable rule breaker - Zoe Kahn Manager CX & Retention at Chomps E143

What's on your mind? Let CX Passport know...🎤🎞️Breaking rules…creating customer loyalty “The one with the profitable rule breaker” Zoe Kahn Manager of CX & Retention at Chomps in CX Passport Episode 143🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:40 CX & retention role at Chomps7:10 Planet Fitness Front desk job influencing CX today10:32 Breaking CX rules. Creating customer empathy13:45 CX & Retention…simliar and different17:30 Fitness competitions inspiring customer empathy today20:38 1st Class Lounge24:30 Zoe’s “Let’s Laugh About It” Podcast28:45 Gaining buy in for CX ideas34:30 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/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/zoe-kahn-5b61aa129/Twitter @_zoekahn_Chomps on How I Built This with Guy Raz: https://podcasts.apple.com/us/podcast/chomps-pete-maldonado-and-rashid-ali/id1150510297?i=1000595782640Rick & Clancy's podcast The Loud Quiet: youtube.com/@theloudquiet

Nov 21, 2023 • 33min

The one with the two hour design sprint - Teresa Cain Author Solving Problems in 2 Hours E142

What's on your mind? Let CX Passport know...🎤🎞️Only 2 Hours?! “The one with the two hour design sprint” with Teresa Cain Author Solving Problems in 2 Hours in CX Passport Episode 142🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:18 Why is 2 Hour Sprint necessary4:30 Overcoming risks of 2 hour sprints6:10 Scoping the right challenge for a sprint8:00 Logistic tips for 2 hour sprints9:40 From Liberal Arts to UX and Design13:50 Product teams using contact center customer insights17:19 1st Class Lounge24:10 She was ChatGPT WAY before ChatGPT was cool28:05 Converting this to action…to business results30:23 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/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:2 Hour Design Sprints: https://www.2hourdesignsprints.com/LinkedIn: https://www.linkedin.com/in/cainteresa/Twitter: @DesignwithTCain#customerservice #customerexperience #design #sprint #designsprint #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice

Nov 14, 2023 • 38min

The one with Sun Country Airlines customer service - Jeremy Hyde | Director Customer Support at Sun Country Airlines E141

What's on your mind? Let CX Passport know...🎤🎞️Buckle that seatbelt and get ready for departure… “The one with Sun Country Airlines customer service” with Jeremy Hyde Director Customer Support at Sun Country Airlines…episode 141🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:39 Customer service approach and preventing future issues7:35 Using data and feedback to improve airline customer experience12:34 Customer service challenges and employee engagement in the airline industry. 19:10 Where would Jeremy go with a free weekend and flight benefits20:40 1st Class Lounge24:36 Starting as a call agent influencing current leadership approach29:19 Balancing human and technology in customer service33:09 Customer experience and technology adoption in the contact center35:41 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/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Voice of the Agent Blueprint: https://www.linkedin.com/pulse/intro-voice-agent-blueprint-jeremy-hydeLinkedIn: https://www.linkedin.com/in/hydej/The Loud Quiet - Rick & Clancy's empty nest podcast:youtube.com/@theloudquiettheloudquietpod.com

Nov 7, 2023 • 34min

The one with with global reach and local experience - Sarah Baker | Director, Global CX at KFC E140

What's on your mind? Let CX Passport know...🎤🎞️Building local CX for a global company! “The one with with global reach and local experience” with Sarah Baker Director, Global CX at KFC in CX Passport Episode 140🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction3:15 KFC’s global experience management4:20 Shaking up current understanding of customer8:10 Using failure points to grow and get better10:00 How to REALLY put the customer at the center13:10 Customer story to influence decisions15:15 Girls on the Run program17:31 1st Class Lounge23:20 KFC global customer listening27:00 Centralized vs local influence28:50 Global employee diversity and experience31:48 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/servicesI'm Rick Denton and I believe the best meals are served outside and require a passport

Oct 31, 2023 • 35min

The one with the CX marriage officiant - Nate Brown, Co-founder CX Accelerator E139

What's on your mind? Let CX Passport know...🎤🎞️ “The one with the CX marriage officiant” with Nate Brown, Co-founder CX Accelerator in CX Passport Episode 139🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:34 Why does community matter?4:10 Launching the CX Accelerator community6:15 Selectivity and diversity in community7:45 Community as the next sales marketing10:15 CX community solving loneliness epidemic15:35 Starting a career on the customer front line22:19 1st Class Lounge25:45 Nate’s style!27:25 Authentic Voice of the Customer value33:00 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/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:CX Community https://www.cxaccelerator.com/LinkedIn https://www.linkedin.com/in/cxaccelerator/

Oct 24, 2023 • 35min

The one where he's curious...not judgmental - Tim Kyse, VP of Customer Experience at Openly E138

What's on your mind? Let CX Passport know...🎤🎞️Empowering agents AND customers in “The one where he's curious...not judgmental” – with Tim Kyse, Vice President of Customer Experience at Openly in CX Passport E138🎧 What’s in the episode?...[00:00] Introduction[02:56] Great customer experience results in insurance[05:28] Hiring both human and industry skills[08:38] Managing the pressures of customer support[12:58] Capturing customer insights – and acting on them[15:39] The impact of engagement whilst operating remotely[18:17] 1st Class Business Lounge[24:30] What drew Tim to Openly?[26:53] How is Openly using the current versions of AI?[30:10] What technology improvements would Tim like to prioritize with?[33:07] 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:LinkedIn: https://www.linkedin.com/in/tim-kyse

Oct 17, 2023 • 37min

The one with the bot baggage - Rob Dwyer, Vice President Customer Engagement | Happitu E137

What's on your mind? Let CX Passport know...🎤🎞️Will we embrace the AI Bots? “The one with the bot baggage” with Rob Dwyer, Vice President Customer Engagement | Happitu in CX Passport Episode 137🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction5:30 AI in contact centers and its potential uses and limitations12:37 AI-powered virtual assistants and their future in customer service18:45 Tips for technology vendors and purchasers20:26 1st Class Lounge24:30 Umpiring and CX lessons33:37 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:LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/Web: Happitu.comNext In Queue...all fave podcast sites ANDYouTube: youtube.com/@nextinqueue

Oct 10, 2023 • 34min

The one where they win best customer team | Jennifer Meunier Head of CX & Product @ G4 Educação E136

What's on your mind? Let CX Passport know...🎤🎞️What creates a Brazilian global CX winner? “The one where they win best customer team” with Jennifer Meunier Head of CX & Product at G4 Educação🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:11 What is G4 Educação?5:00 Company growth, customer focus, and team building in a startup environment10:00 Breaking down silos for customer experience11:20 Hospitality industry as an influence for education space14:36 Hospitality and customer service in Thailand20:15 1st Class Lounge25:05 Winning the global award for Customer Experience Team27:30 Living their own CX principles at G4 Educação29:15 The “Process of Experience”31:54 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/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Instagram: https://www.instagram.com/g4educacao/Website: https://g4educacao.com/LinkedIn: https://www.linkedin.com/in/meunierjennifer/

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