CX Passport

Rick Denton

Episodes

Mentioned books

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Jul 11, 2023 • 31min

The one with marketing malpractice - Alan Hale President Consight Marketing Group E125

What's on your mind? Let CX Passport know...🎤🎞️Stop Survey Slapping your Sandwich Customers in “The one with marketing malpractice” with Alan Hale President Consight Marketing Group in CX Passport Episode 125🎧What’s in the episode?...CHAPTERS0:00 Introduction2:09 B2B is NOT the same as B2C7:58 Customer Experience is “circling the drain?”13:45 Don’t be fooled by LinkedIn influencers. Marketing is NOT simple17:34 1st Class Lounge21:10 AI will solve everything…or it will destroy the world23:59 Data is nothing without action26:10 Career path to being a Marketing leader28:41 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/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: https://www.linkedin.com/in/alanwhale/Website: www.consightmarketinggroup.com
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Jul 4, 2023 • 37min

The one with that career coach - Kendall Berg, Founder of That Career Coach E124

What's on your mind? Let CX Passport know...🎤🎞️Want to be promoted? 👂Listen to or 👀Watch this episode...“The one with that career coach” Kendall Berg, Founder of That Career Coach in CX Passport Episode 124🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:20 Getting into career coaching5:45 Growing your career through being customer focused9:20 Want to be promoted? Do this!11:15 Stuck at a place that doesn’t focus on the customer?13:45 Managers…THIS is your job now18:45 Wait? What? Impulsively deciding to move to Colorado?!21:51 1st Class Lounge26:30 Storytelling…stunning employee experience improvement!32:15 Managers…pay attention to this too!35:10 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:All your socials: @ThatcareercoachWeb: thatcareercoach.net
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Jun 27, 2023 • 33min

The one with the Customer Profitability - Evan Klein, Founder & President Satrix Solutions E123

What's on your mind? Let CX Passport know...🎤🎞️Real, tangible profits from Customer Experience in “The one with the Customer Profitability” Evan Klein, Founder & President Satrix Solutions in CX Passport Episode 123🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:45 Customer experience epiphanies6:35 Triggers that move a company to focus on CX9:20 The path to profitability13:53 Doesn’t have to be a new process16:20 Scottsdale area travel secrets18:11 1st Class Lounge21:37 Employee engagement from voice of the customer24:40 Internal customer experience successes27:30 How to listen to the customer’s “voice”30:00 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”Episode resources:Company LinkedIn: https://www.linkedin.com/company/satrix-solutions-llc./Website: https://www.satrixsolutions.com/
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Jun 20, 2023 • 31min

The one with the CX bartender - Tshili Khupe Head of LTVplus Strategic Partnerships E122

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/
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Jun 13, 2023 • 35min

The one with the DNA Experience - Sherry Grissom & Melissa Spears of Illumina E121

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/
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Jun 6, 2023 • 31min

The one with the customer mix tape - Amy Brown, CEO of Authenticx E120

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
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May 30, 2023 • 35min

The one with the call center’s call center - Gary Pudles, President & CEO AnswerNet E119

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
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May 23, 2023 • 34min

The one with Omotenashi - George Nagatsuka - Founder Discover Xciting Japan E118

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
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May 16, 2023 • 36min

The one with the relational collateral - Phil Davis - Pastor, Faith Community Church (Prague) E117

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
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May 9, 2023 • 33min

The one with 2 T-Rexes and 2 Pennies - Mercer Smith, VP CX Insights and Community at Partner Hero E116

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/

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