CX Passport

What's on your mind? Let CX Passport know...🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?...🤔Why does experience matter if it's "just a product"💎A brand's place on the luxury spectrum🧹Who has the best customer insight at a hotel?👉The impact of expectations on experience👣No substitute for feet on the ground🏕️Tell stories🥰A heartwarming story of experience delightHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Your housekeepers, your night porters, your GSRs, your guest service representatives. Those are the people who know what's going on in the hotel. And probably most of all, especially in the extended stay segment, the housekeepers, they are interacting with the guests.  They're in the guests' rooms, they truly understand what's going on.” - MikeSign 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:Kuenne Advisory: kuenneadvisory.com

What's on your mind? Let CX Passport know...🎤Get the truth about building a full VOC program in “The one with the swear jar for the word 'survey'”🎧 with Tanya Fowler, Head of Customer Experience for FCT in CX Passport Season 2 Episode 101. What’s in the show?...🥇Tanya's first 5 minutes hold SO much VOC gold😍She's got the role ALL of us in Customer Experience want💡VOC isn't surveys. It's gaining customer insight!🎯The value and the risk of customer calls✈️Greece...the ultimate deposit in the travel memory bank💗A learner's heart👉Using VOC to build employee engagementHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“I just feel like as soon as employees feel the value that they deliver to the customers day to day, the sky's the limit. Employees will take care of your customers each and every time.” - TanyaSign 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:LinkedIn: linkedin.com/in/tanya-fowler-ccxp-3b2144a

What's on your mind? Let CX Passport know...🎤Celebrate CX Passport’s 100th episode with the brilliant Mike Gathright Senior Vice President, Head of Customer Experience at Hilton in “The one with the Hilton light and warmth of hospitality”🎧What’s in the episode?...💡Protecting the contact center as a customer insight center created REAL product innovation results📈Recession solve? - Lean INTO the contact center don't lean away🎸WAY ahead of the trend for Work From Home🤗Being WFH doesn't mean employees don't want human interaction. An idea revealed…🧑‍🍳Choosing to merge digital and human experience…organizationally and functionally🙌Shout out to Kristiina Laur...for her light and warmth hospitality for Ukrainian refugees🔮What does 2023 look like for the Hilton Guest Experience?Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“If as a company you're not having a conversation about the data and the insights that come from your contact center, and how they can be a power and a force for your organization…you've got to start there. Because if you're trying to start from a position of, “We're just answering calls” then you're going to be on your heels from the get go.” - MikeSign 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:Hilton: www.hilton.comInstagram: @hiltonnewsroomTikTok: @hiltonLinkedIn: linkedin.com/in/mikegathright

What's on your mind? Let CX Passport know...🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?...😬Ummm...flight attendant...have you seen my pants?🤯Weight checks? Girdle checks?!...at work?!😋Getting a cooked to order medium rare steak on a flight?😲You'll be SHOCKED how they handled a cigar on a flight!💡Flight attendants - "We were some of the first feminists"😳Steamy thoughts with 007☝️The one thing you should do to get on a flight attendant's good side😶What happens on an overnight, stays on an overnight🤩Beluga caviar from Iran…as an in flight appetizer?!💭”It's a flight attendant. What can I say, we always find the best places” - StephanieSign 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:True Tales book web site: truetalestwa.comThe Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459

What's on your mind? Let CX Passport know...🎤CX Passport’s first guest from Oman in “The one where Oman is the Switzerland of the Middle East” with Codin Caragea Chief Manager, Head of Customer Experience at Bank Muscat in Episode 98🎧 What’s in the episode?...⚡The energy comes from the demographics🧑‍🍳The daunting AND freeing nature of starting a CX program from scratch💡Need to understand the type of language a company speaks📈Business results for Customer Experience❓The reason behind the Customer Experience energy in the GCC🥩The joy of a good steak🙌Value in knowing your VOC complaintsSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“This whole energy is somehow the foundation…Education is extremely critical here in the region. And they want to bring together all the skills and competencies in order to create a future that has the local flavor, but at the same time, is extremely future oriented.” - CodinApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Codin Caragea LinkedIn: https://www.linkedin.com/in/codin-caragea-aaa3ba1/

What's on your mind? Let CX Passport know...🎤As we close 2022, CX Passport takes a break with the annual tradition of “The One with the 2022 First Class Holiday Special"🎧 Episode 97 (almost to 100!) Thank you to all of the great guests of 2022 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special?...Mary Drummond - USAGregorio Uglioni - SwitzerlandTroy Figgins - USALaise Pôrto - BrazilAarthi Murali - USAGeorges Essama - CameroonHosted by Rick Denton “I believe the best meals are served outside and require a passport”Sign 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

What's on your mind? Let CX Passport know...🎤Talk global work from anywhere “The one where remote work is NOT one size fits all” with Anne Bibb of RemoteEvolution in CX Passport Episode 96🎧 What’s in the episode?...Not a one time WFH revolution...it's an ongoing evolution👂Work from Where? - Employees don't want to be told. Employees want to be heard🤗Going beyond EAP and having a psychologist on staff at the contact center!💡What does employee experience look like for the REMOTE team?✈️Do airport sounds and signs support ALL abilities? 👐How remote work affects DEI and communities of people differently💗Human ExperienceHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Before the Pandemic, people really had to fight to actually get to work remotely. It was a different conversation, wasn't it?...When I talked to clients [back then], it was that can't be done. That job can't be done remotely...The Pandemic removed the can't from the vocabulary, because everybody went home.” - AnneEpisode resources:LinkedIn: www.linkedin.com/in/annebibbCompany: RemoteEvolution.comSpeaking: AnneBibb.com

What's on your mind? Let CX Passport know...🎤True customer love in “The one where they sell smiles” with April Obersteller Director of Global Experience for woom in CX Passport episode 95🎧What’s in the episode?...👉Even startups need to focus on CX from the beginning🧑‍🌾When the founder picks up the customer service line while he's mowing the lawn🤯Wow! Turning off the customer support phone line?! ✌️"I love data and I love humans"💰Customer Experience creates tangible business result success💡Go beyond phrases and get REAL about investing in your employees👰You think your customer is hard? Try having brides as your events customer!Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“It's incredible what happens when you just remind a person…I got you and we're going to figure this out…There's a lot of power that happens in that moment.” - AprilEpisode resources:woom web: woombikes.comSocial media: @woombikes on all platformsApril LinkedIn: www.linkedin.com/in/april-obersteller-1104

What's on your mind? Let CX Passport know...🎤Why would anyone care about customer experience during a war?!? Find out in “The one with the war in Ukraine and customer experience” with Anastasia Vladychynska in CX Passport episode 94🎧 What’s in the episode?...🤔Does Customer Experience matter in the middle of a war?👉A crisis will expose your company's true values💪The Ukrainian spirit of resilience🧱How to "war-proof" your company😊Taking care of your employees in a war🤩The food, beauty, culture and dentists(!) of Ukraine💡"Stop doing CX until you change your company"Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“A company has the clients it deserves” - AnastasiaEpisode resources:Facebook: www.facebook.com/nastya.vladychynskaLinkedIn: www.linkedin.com/in/anastasia-vladychynska-622443a/YouTube: www.youtube.com/channel/UCXXOYKyGpkngUYvn1hqyXKQ

What's on your mind? Let CX Passport know...🎤Get practical with Voice of the Customer in “The one with Customer Experience and the hashtag” with Jeremy Watkin, Director of Customer Experience and Support at NumberBarn in CX Passport Episode 93🎧What’s in the episode?...💡Voice of the Customer isn't just for big companies🎭Improv Inspiration-Don't say "No" to a customer...say "Yes and..."▶️How to get started with Listen & Act when you're a small company😑"I can't believe why we even have to talk about what VOC is"💪VOC is a discipline. You have to choose to do it🐤A great follow...#CXQOTD CX Question of the Day✈️Travel...the great CX teacherHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“The balance that I've had to learn, as I move more into CX and out of just customer support is the ability to step back and look for trends…pull threads…How can I plumb our all of our interactions and figure out how often customers are saying it so I can then prioritize?” - JeremyEpisode resources:CX Question of the Day Twitter: #CXQOTDSlack Channel: CX AcceleratorNumberBarn: www.numberbarn.comTwitter: @jtwatkinBlog: customerservicelife.comLinkedIn: www.linkedin.com/in/jtwatkin