CX Passport

What's on your mind? Let CX Passport know...🎤🎞️“The one with the beverage customer experience” with Gabriela Amaral, Global Customer Satisfaction Manager at AB InBev in CX Passport Episode 112🎧What’s in the episode?...CHAPTERS0:00 Introduction2:58 From tech university degrees to leading global customer experience5:22 Creating great customer experience for B2B customers9:25 Your CX Passport Captain15:03 A taste of Brazil17:36 1st Class Lounge20:54 Creating a culture focused on CX in a results driven environment23:51 Blending human and digital in customer experience26:17 Growing the Brazilian customer experience community28:03 Contact info and closingHosted by Rick Denton “I believe the best meals are served outside and require a passport”Want video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: www.youtube.com/@cxpassportEpisode resources:LinkedIn: https://www.linkedin.com/in/gabrielaamarala/Instagram: https://www.instagram.com/gabrielaamaral.cxt/CX Leader - CX mentoring program: https://gabrielaamaralcxt.com.br/cxleaderMétodo CXGE, CX strategy and governance on-line course: https://gabrielaamaralcxt.com.br/metodocxge 

What's on your mind? Let CX Passport know...🎤🎞️“The one with the CX orchestration” with Mark Slatin, CX Advisor at EmpoweredCX in CX Passport Episode 111🎧What’s in the episode?...CHAPTERS0:00 Introduction2:12 Tangible experience in CX3:58 What’s the role of a CX leader?6:48 How to move customer experience initiatives forward…successfully9:19 Inspiring change using the customer’s story12:27 We’re still justifying the ROI of Customer Experience?16:38 1st Class Lounge20:11 How to get better at being tactical, not so esoteric with CX22:44 Why is Customer Experience/Service still SO bad?25:38 What are companies focused on in 2023?27:45 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:Podcast: The Delighted Customer Podcast https://www.empoweredcx.com/podcastWebsite & maturity experince assessemnt : empoweredcx.comLinkedIn: https://www.linkedin.com/in/markslatin/

What's on your mind? Let CX Passport know...🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?...CHAPTERS0:00 Introduction2:50 What a Customer Experience role should be3:41 How do you act on what you learn from the customer?8:49 Your CX Passport Captain9:15 Stacking wins on wins -The Foot Locker customer experience journey14:43 How to learn from and deliver for a global customer experience 17:53 1st Class Lounge21:15 Creating actual business results from voice of the customer24:36 How to get customer insight from the front line employee26:50 Using Voice of the Customer to celebrate employees | Video celebrations31:07 Contact info and closingHosted by Rick Denton “I believe the best meals are served outside and require a passport”Want video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassport#customerexperience #voiceofthecustomer #employeeexperience #retail #podcastHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: https://www.linkedin.com/in/tyler-saxey-45968923/Foot Locker: https://www.footlocker.com/

What's on your mind? Let CX Passport know...Today CX Passport begins video podcasting. Continue listening on your favorite audio apps...or head over to YouTube and subscribe to the CX Passport channel there to watch each episode  youtube.com/@cxpassport🎤Customer & Employee experience transformation for BPOs in “The one with the Uber of BPOs” with Claas van Delden, Chief Growth Officer for yoummday in CX Passport E109🎧CHAPTERS0:00 Introduction2:10 An Uber-platform for BPOs?5:00 Why are BPOs ripe for disruption8:31 So why would this be better for customer experience?12:17 The best way to learn from front lines 16:05 A story of a client making immediate changes using real-time customer insight 17:36 1st Class Lounge21:59 How does this model help employee experience?25:20 Opening up opportunities for underserved talent communities26:40 How to equip a fully independent and remote talent base30:37 Learning from the global talent base33:20 Contact info and closingHosted by Rick Denton “I believe the best meals are served outside and require a passport”Want video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:yoummday - www.yoummday.com

What's on your mind? Let CX Passport know...🎤Crypto and Customer Experience? You bet! “The one with the better Crypto Customer Experience” with Clemens Behrend of Web3CX CX Passport Episode 108🎧 What’s in the episode?...🤷‍♂️Why should Crypto and Web3 focus on customer experience?🚩How did customer experience observations show early red flags about FTX?💡Want to break into the crypto space as customer support? ⚠️Caution customers - If a company isn't treating CX right, they probably aren't treating their business right🍍Pineapple is a least favorite food?!💖How not to abandon the humanity with our digital solutions?Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“What's very often overlooked in all of these hyped up crypto projects, there are no names, or real persons. But customer experience is actually when you connect with people” - ClemensSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Web3CX: https://www.web3cx.io/LinkedIn: https://www.linkedin.com/in/clemensbehrend/

What's on your mind? Let CX Passport know...🎤Board a luxury, double aisle, supersized episode with Bryan Stoller, Global Head of Customer Care at United Airlines in “The one with United Airlines Customer Experience” CX Passport E107🎧 What’s in the episode?...⚙️How to prioritize the insights gained from the customer contact center👉What drove United's evolution beyond random call listening to deep contact insights?🤯Ahh flight benefits! Flying to Hong Kong just to attend a friend's party!💡A resolved experience makes for a good experience🔬Learn WHERE to hunt...then GO hunt!✅Unlocking insights by overcoming "internal thinking"😯Handling IROPs - Irregular OperationsHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Learn something from [customer] interactions TODAY...to help TOMORROW” - BryanSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassport#aviation #customerservice #insight #podcast #travelEpisode resources:Bryan Stoller LinkedIn: https://www.linkedin.com/in/bryanstoller/

What's on your mind? Let CX Passport know...🎤CX Passport’s first guest from Uganda(!) in “The one with the simplicity of CX” with Evas Bazirakakye, Customer Relationship Manager at Umeme🎧 What’s in the episode?...😊Simplicity is attractive...especially in experience👉The evolution of Customer Experience in Uganda💡Every interaction should create a memory...an experience📈Good experience = Good sales = Good business results😲Shocked to hear what some customers might do in reaction to a bad experience😍Elevating beyond customer experience to a social responsibilityHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“And I realized that if a business really focused on…ensuring customer focused, they're trying to provide a solution to a customer…what does the customer want? How can we better a customer, probably it would make more sales for their business and bring in more business” - Evas BazirakakyeSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Evas’ LinkedIn: https://www.linkedin.com/in/evas-bazirakakye-kizza-a327a424/

What's on your mind? Let CX Passport know...🎤Get beautifully designed Customer Experience in “The one with the convergence of clarity and surprise” with Jared Fink of Siegel+Gale in CX Passport episode 105🎧  What’s in the episode?...🥰"Designing something people love"👩‍🎨Humans are messy. How design for humans?✈️What makes a great travel lounge - from chaos to calm🔬"Beautiful simplicity is really hard to do"💹A great in-store retail experience WILL generate business results😍Moments of joy a great design can bring💡What impacts a board room? That real, in-home immersive customer researchHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“ But a lot of the work that's really enlightening, the stuff that shifts a boardroom, the stuff that really gets people to feel it is when you actually go and spend time with [people] and document it.” - JaredSign up for the weekly newsletter and never miss an episode: cxpassport.comApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Website: https://www.siegelgale.com/All social media: @SiegelGaleSushi documentary - Jiro Dreams of Sushi: https://www.imdb.com/title/tt1772925/

What's on your mind? Let CX Passport know...🎤There’s a revolution in customer experience coming “The one with the patient choice awakening” with Ben Seals, CEO of Thomas Eye Group in CX Passport episode 104. What’s in the episode?...🎧📞When your FIRST call teaches you to love to talk to customers💡When the CEO hears directly from customers❗Patient choice...it's real...it's now🧑‍⚕️Improving financial & MEDICAL outcomes through better patient experience🩺Patient experience is customer experience🍌"Banana pudding is my kryptonite"😲Whoa! Imagine handling the emergency call from a wife scared to death about her husband's immediate eye emergency💭“Giving that agent the tools and the skills to address the need is the responsibility of our leadership team in the organization.” - BenWant video? Subscribe at 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”Episode resources:Ben Seals LinkedIn: linkedin.com/in/bensealsThomas Eye Group: www.thomaseye.com

What's on your mind? Let CX Passport know...For the first time, I’m recommending you view this episode rather than listen to it. www.youtube.com/@cxpassport🎤Will there be a place for humans in Customer Experience? Find out in “The one where chatGPT visits CX Passport” Episode 103🎧 What’s in the episode?...(How I made this video is in the episode resources below)🤖Why get AI’s perspective on customer experience?😨Will Humans have a place?😠Why are companies continuing to provide poor customer experience?👉How can companies keep humanity in their customer experience?😋What’s chatGPT’s favorite food and where does it want to travel next?📈How would chatGPT prove the ROI of customer experience initiatives?Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Absolutely…I think there will always be a role for humans in customer experience. Technology is great for streamlining processes, but it can never replace the human element of customer service” - chatGPTSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Website: chatgpt.comEmail: chatgpt@gmail.comTwitter: @chatgpt—chatGPT’s responses were prompted using the questions you hear in the episode fed into the OpenAI playground https://platform.openai.com/playground—The avatar was created using midjourney https://midjourney.com/—Videos were created with D-ID https://www.d-id.com/—Incredibly easy to make