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 13, 2022 • 35min
The one where they sell smiles - April Obersteller E95
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
Dec 6, 2022 • 32min
The one with the war in Ukraine and customer experience - Anastasia Vladychynska E94
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
Nov 29, 2022 • 35min
The one with Customer Experience and the hashtag - Jeremy Watkin E93
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
Nov 22, 2022 • 33min
The one with the Voice of Service - Craig Stoss E92
What's on your mind? Let CX Passport know...🎤Find out what’s beyond Voice of the Customer in “The one with the Voice of Service” with Craig Stoss of PartnerHero in CX Passport episode 92🎧 What’s in the episode?...🚒You wouldn't use a Chatbot if your house was on fire would you? 😶Word of mouth...doesn't automatically mean there's value in the experience💾The Commodore 64 makes an appearance!✅The RIGHT way to set up a customer support function📣Voice of Service...one step above Voice of Customer🤟A new breed of BPO🥰We are ALL customers💭“It doesn't matter what part of the world in…you are you are consuming in some way. You are a customer and yet we experience that element of being a customer so differently.” - CraigHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: linkedin.com/in/cstossCraig Twitter: @stossinsupport Partner Hero Web: partnerhero.comPartner Hero Twitter: @partnerhero
Nov 15, 2022 • 33min
The one with the Cameroon customer experience evolution - Georges Essama E91
What's on your mind? Let CX Passport know...🎤Expand your global perspective in “The one with the Cameroon customer experience evolution” with Georges Essama of Cameroon Telecommunications in CX Passport episode 91🎧 What’s in the episode?...💪The emerging CX discipline of Cameroon📈The first CX index for Cameroon🌍The world's best peppercorn👉Starting a Customer Experience care as a front line agent💡Change the change management model✨Small CX victories influence larger CX initiatives📖The Bible as a Customer Experience guideHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Customer Experience is about people's lives” - GeorgesEpisode resources:LinkedIn: linkedin.com/in/georgesessama
Nov 8, 2022 • 34min
The one where surfing proves Good CX is Good Business - Tony Sanchez E90
What's on your mind? Let CX Passport know...🎤Dude…My mind is blown in “The one where surfing proves Good CX is Good Business” with Tony Sanchez Vice President, Customer Experience at Comcast Advertising in CX Passport episode 90🎧 What’s in the episode?🤯You MUST listen to Tony tie surfing to business...mind blown👉Experience as the differentiator...even in industries you wouldn't expect it!💡Doing Customer Experience before he knew it was CX💥Real, actionable, winning insight...by BEING with the customer😋Yum! Mexican-Korean fusion food✅The business impact...the results...that's what matters💭“Only bring what's important and will add value” - TonyHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Website: effectv.com
Nov 1, 2022 • 34min
The one with a new CX Sheriff in town - Amanda Ono E89
What's on your mind? Let CX Passport know...🎤Change is a coming in “The one with a new CX Sheriff in town” with Amanda Ono of Resolver in CX Passport episode 89🎧 What’s in the episode?👉It's not just steps and processes...change LEADERSHIP matters🙋♀️Am I building this process for me/the business or for the customer?❓What to do when a customer doesn't know what they want📢Name the change. Don't hide from it😊5 months backpacking in SE Asia...A smile and a laugh is universal🌊How do service teams keep up with rapidly evolving products?👩💼Customers still want a human!💭“I think you can automate certain things, you can process certain things. But at the end of the day, humans still buy from humans, they still partner with humans.” - Amanda Hosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: www.linkedin.com/in/amandaonoWeb: resolver.com
Oct 25, 2022 • 31min
The one where they're curious about CX - Karl Sharicz E88
What's on your mind? Let CX Passport know...🎤Get back to the basics of Customer Experience in “The one where they're curious about CX” with Karl Sharicz of HorizonCX in CX Passport Episode 88🎧 What’s in the episode?👨🍳A return to CX fundamentals🔬So much awareness that CX is bad...but companies are still getting it wrong🛑Stop using the term call deflection🔨Equip your front line to do the right thing!👉Customer Experience leaders are responsible for connecting the dots from CX to $🎸The Smithereens!💭“Service is really delivered by frontline people. And I'll say in most cases, even in my experience, when I get to that real person, they want to do a good job. But they may be constrained by whatever systems they have the tools that they have in order to help them be successful.” - KarlHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Email: karl@horizoncx.comWeb: horizoncx.comLinkedIn: linkedin.com/in/karlshariczMusic Museum of New England: www.mmone.org
Oct 18, 2022 • 34min
The one with the BPO whisperer - Fred Shadding E87
What's on your mind? Let CX Passport know...🎤Improve your brand’s customer experience in “The one with the BPO whisperer” with Fred Shadding of The Call Center Source in CX Passport Episode 87🎧 What’s in the episode?...🎯BPOs that improve Customer Experience, not degrade it😲~24:30 - A VERY controversial contact center tool: Auto-tune for accents?...what do you think about it?🔦How do you choose with 1000s of BPOs worldwide?👉The Front Line...The Front Line...The Front Line!🤩Morocco y'all! Morocco!Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“South Africa is the offshore market that the US clientele have been waiting on for years.” - FredEpisode resources:LinkedIn: www.linkedin.com/in/fredshaddingEmail: fred@thecallcentersource.comWeb: www.thecallcentersource.com
Oct 11, 2022 • 30min
The one where Fish And Chips Leads to Customer Success - Ryan Noakes E86
What's on your mind? Let CX Passport know...🎤How to do customer success right in “The one where Fish And Chips Leads to Customer Success” with Ryan Noakes Customer Success Manager at SAI360 in CX Passport Episode 86🎧 What’s in the episode?...💡His top tip🐟From a fish & chips waiter to customer success✅Build a relationship...a relationship with your customer👉Front line. THE front line. The FRONT LINE🥶A 60 story building under construction, freezing weather, and a 10 second lag time👨🍳MasterChef aspirations!😐Sharing facts. Meh. Share the struggle!Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“But if your [CSM] team really aren't putting themselves in the customers’ shoes, you're going to struggle to be able to communicate internally, because all you're going to be doing is passing facts between facts.” - RyanEpisode resources:LinkedIn: www.linkedin.com/in/ryannoakes-csm
