CX Passport

What's on your mind? Let CX Passport know...🎤🎞️Don’t rely on them alone “The One Where Chatbots Aren't Enough” with Lisa Eyer Head of Client Experience and Business Insights in CX Passport Episode 171🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:24 Individuals or Personas?5:30 Using contact center as customer insights center9:45 CHIEF and the impact on women’s careers13:14 1st Class Lounge17:34 Getting closer to customers in economic downturn21:00 Starting a career as front line agent26:24 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:Lisa LinkedIn: https://www.linkedin.com/in/lisaeyer/

What's on your mind? Let CX Passport know...🎤🎞️The month’s CX #OpenToWork seeker in “The one where he just fixes it please” with David Balko in CX Passport Episode 170🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:20 Why Customer Experience?4:00 You can only sell a bad product once6:10 David’s past creating desired experiences for VW10:00 Buying a car is like Wimbledon?15:17 Why companies are backing away from experience17:46 1st Class Lounge22:38 What’s missing in customer experience today?26:04 How David can help fix experience32:12 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:David’s LinkedIn: https://www.linkedin.com/in/david-balko-7ab1806/

What's on your mind? Let CX Passport know...🎤🎞️Customers, Self Service, AI, oh my! “The one with real CX research” with Nicole Kyle Managing Director CMP in CX Passport Episode 169🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:48 Origins of Nicole’s curiosity4:40 Why focus on customer experience research?7:00 More human psychology in customer experience8:45 Why don't customers use self-service?11:00 The 4 drivers for customer adoption of self-service13:53 1st Class Lounge18:26 Research factors for customer self-service20:45 Potential pitfalls for companies and AI27:10 Research for Employee Experience in 202430:11 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:Nicole LinkedIn: https://www.linkedin.com/in/nicolekyle/CMP: https://www.cmpresearch.com/

What's on your mind? Let CX Passport know...🎤🎞️Get real results and separate hype from reality “The one with CX automation” with Jasen Williams Global VP Corporate Marketing for episode sponsor Verint in CX Passport Episode 168. What’s in the episode?...CHAPTERS0:00 Introduction2:26 Power of storytelling in business6:13 AI allows cost cutting AND better customer experience10:18 Balancing Human and Tech in CX14:40 GREAT example of using AI to improve agent experience16:45 1st Class Lounge21:32 AI Benefits NOW…not years from now25:55 Gaining Buy-In for AI implementation30:34 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 passportThank you to Verint for your sponsorship of this episode.  Episode resources:Verint: https://www.verint.com/Jasen LinkedIn: https://www.linkedin.com/in/jasenwilliams/Fishing Booker: https://fishingbooker.com/CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

What's on your mind? Let CX Passport know...🎤🎞️MALTA Y’all!!! “The one with the (CX) Pet Shop Boys” with Scott Lee Holloway, VOC Manager APS Bank (Malta) in CX Passport Episode 167 🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:29 Pet Shops and CX Origin Stories4:40 Bad customer experience is expensive7:45 Overcoming skepticism about customer experience9:20 Firefighting vs process improvement with customer experience15:15 Approach to customer experience in Malta17:30 1st Class Lounge22:50 Leveraging unstructured customer data26:20 Starting a CX team from scratch31:14 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:Scott LinkedIn: https://www.linkedin.com/in/scottleeholloway/APS Website: https://www.apsbank.com.mt/Complaints Management Forum: https://informaconnect.com/complaints-management/

What's on your mind? Let CX Passport know...🎤🎞️The month’s CX #OpenToWork seeker in “The one with the customer support great day” with Jordan Hooker in CX Passport Episode 166🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:30 Why is customer experience important? What drew Jordan to CX?7:00 How to create sustainably good experiences for customers11:29 Contact center insight story at Booster Fuels12:45 1st Class Lounge16:55 What are companies doing wrong in customer experience18:45 Why are companies not using customer insight21:10 How Jordan can help companies in CX22:28 What’s next for Jordan23:23 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:LinkedIn: https://www.linkedin.com/in/jordanhooker/April Obersteller’s Episode: https://www.buzzsprout.com/1736603/episodes/11738962

What's on your mind? Let CX Passport know...🎤🎞️How can org design affect customer centricity? “The one where org design gets in the way” with Silvana Buljan Executive Director Bond EMEA in CX Passport Episode 165🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:27 Taking customer centricity from buzzword to action7:01 Org design can impede customer centricity11:25 Talent management and customer centricity15:35 Differences in Physical and Digital for customer centricity22:09 1st Class Lounge27:39 Customer centricity process design30:59 Empowerment and customer centricity31:48 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 passportEpisode resources:LinkedIn: https://www.linkedin.com/in/silvana-buljan-889110/

What's on your mind? Let CX Passport know...🎤🎞️Let the mouse guide us in “The one with the Disney Wisdom” with Francesca Tempestini - Employee Experience Advocate in CX Passport Episode 164🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:58 Becoming aware of the importance of customer experience6:56 Developing a reflex for customer experience10:17 Handling customer concerns at Disneyland Paris16:59 What will CX be like for the Paris 2024 Olympics18:49 1st Class Lounge24:18 Getting started with customer and employee experience26:22 Equipping employees to deliver experience28:35 CX surprises after leaving Disney30:39 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:Francesca LinkedIn: https://www.linkedin.com/in/francesca-tempestini-cx/

What's on your mind? Let CX Passport know...🎤🎞️Find customer centricity in “The one with Customer Trust” with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:52 Understanding Customer Centricity6:49 The Business Value of Customer Centricity10:42 Consistency and Commitment in Customer Centricity13:31 Building Customer Trust19:05 The Digital Nomad Experience22:49 1st Class Lounge25:58 European Women on Boards (EWOB)29:07 Current Customer Experience Pain Points30:50 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:Website: https://www.ileniavidili.com/LinkedIn: https://www.linkedin.com/in/ileniavidili/European Women On Boards (EWOB): https://europeanwomenonboards.eu/

Sirte Pihlaja, CEO and LEGO Serious Play Facilitator, discusses the importance of creativity in adulthood, the innovative LEGO Serious Play methodology, and the evolving landscape of customer experience in Finland. She shares insights on transitioning from journalism to CX, implementing AI in CX, and upcoming trends in the industry.