CX Passport

What's on your mind? Let CX Passport know...🎤🎞️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:48 Early Experience in Customer Support4:14 The Joy of Helping People with Customer Support7:41 Bridging Gap Between Customer and Business Decisions13:39 Contact Center as a Customer Insights Center15:48 Heartwarming Story of Turning it Around for Customers20:28 1st Class Lounge26:23 Using AI in Customer Experience29:13 Improving Agent Experience31:10 What’s Broken in Customer Experience34:04 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/ashley-h-28737710/Website: https://www.prohelpcx.com/

What's on your mind? Let CX Passport know...🎤🎞️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s in the episode?...CHAPTERS0:00 Introduction3:05 Blending Marketing and Experience6:28 Defining Employee Experience8:49 Employee Experience and Tangible Business Value13:50 Employee Expectations and Customer Experience18:26 1st Class Lounge23:03 Employee Concerns about AI26:15 Best examples of Employee and Customer Experience29:37 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 isolved for your sponsorship of this episode. Episode resources:isolved Website: https://www.isolvedhcm.com/Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

What's on your mind? Let CX Passport know...“The one with mental health and CX” with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:35 Linking Mental Health and Leadership5:25 Mental Health and Customer Experience9:43 Importance of Self Awareness12:27 Hospitality and Customer Experience13:53 Role of Listening and Empathy in Customer Service20:49 1st Class Lounge24:39 Improving Communication and Leadership28:55 Breaking Out of Traditional Mindsets30:37 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.stephaniecoradin.com/LinkedIn: https://www.linkedin.com/in/demboinc/

What's on your mind? Let CX Passport know...🎤🎞️“The one with where she’s OG AI” with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:43 Alyona representing OG of AI5:46 Advancements in AI and Language Models8:16 Thematic origin story - Solving customer problems10:26 Democratization of Insights14:29 Understanding Customer Needs in a Post-Survey World16:34 1st Class Lounge22:32 Influence of travel on CX approach25:07 Addressing Cultural Differences in a Remote Company28:26 Listening to customers in a post-survey world33:20 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/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/medelyan/Website: https://getthematic.com/

What's on your mind? Let CX Passport know...🎤🎞️ “The one with outcomes not experiences” with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:18 CX skepticism in the Boardroom7:35 Which customers should a company care about?11:35 Creating Clarity in Customer Experience12:44 Outcomes or experiences16:18 1st Class Lounge20:18 Operationalizing Customer Revenue & Reputation Growth25:45 Engagement vs Retention31:04 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/jermaineedwards/Website: Jermaineedwards.com

What's on your mind? Let CX Passport know...🎤🎞️Let’s accelerate another #OpenToWork CX Job Seeker Emily Stubbs in “The one with the customer service Grandma Golden Rule” in CX Passport Episode 156🎧 CHAPTERS0:00 Introduction3:10 Why is CX important to Emily?5:03 Balancing Efficiency and Building Connections6:25 Creating Positive Experiences for Customers8:32 Customer Experience Impact on Business Results9:53 Delivering Personalized Experiences11:47 Avoiding Unintended Brand Promises14:34 1st Class Lounge19:55 Analyze Data - Improve CX23:21 How will Emily help companies with customer experience27:22 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/emily-stubbs-90781b2b/

What's on your mind? Let CX Passport know...🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?...CHAPTERS0:00 Introduction6:00 The 4 Personas of a CX leader8:30 Future Thinking in Customer Experience11:00 The promise of Gen AI for customer experience16:15 The evolution of CX as a discipline19:12 Change Management and CXOs20:141st Class Lounge26:02 Driving Change with CX30:32 Advice for CX professionals33:11 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:LinkedIn: https://www.linkedin.com/in/becustomerled/Be Customer Led podcast: www.becustomerled.com#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice

What's on your mind? Let CX Passport know...🎤🎞️Want REAL customer insight? “The one with the eyes and ears of your brand” Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:52 Knowledge to Experience4:51 Empathy in Customer Experience7:18 The Undervalued Front Line9:29 Moving from cost center to revenue generator14:38 Customer stories to drive improvement17:23 1st Class Lounge23:05 Why haven’t all companies embraced customer experience25:59 Gorgias’ approach to customer listening31:04 Balancing policy with human decision33:20 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/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/milagros-gonzales-520565183/

What's on your mind? Let CX Passport know...🎤🎞️Customer Experience at LinkedIn “The one with LinkedIn trust & confidence” with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153🎧 What’s in the episode?...CHAPTERS0:00 Introduction4:04 Customer Experience at LinkedIn9:11 Converting Insights into Action at LinkedIn17:00 Creating a customer-centric culture21:56 Customer Culture Success stories - Cleveland Clinic27:46 1st Class Lounge32:17 Customer Experience driving tangible improvement36:10 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/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: Sam Stern | LinkedInCX Patterns newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7062857517466316800 CX Patterns Podcast: (Apple, Spotify)LI Learning course: Customer Experience Strategy: Build A Customer-Centric Culture

What's on your mind? Let CX Passport know...🎤🎞️Once a month CX Passport stops down and amplifies a CX job seeker. Let’s help build a network for Adam Haesler and his #OpenToWork in “The one where we amplify the CX job seeker” in CX Passport Episode 152🎧 What’s in the episode?...CHAPTERS0:00 Introduction4:17 Adam’s journey into customer experience6:08 Focus on Outcomes over Outputs8:04 Using Scientific Method in CX13:14 Connecting Business Results and Customer Experience14:30 Reducing customer effort in customer service17:37 1st Class Lounge24:00 What Companies are Missing in Customer Experience27:53 Adam’s Next steps in Customer Experience29:22 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/adamhaesler/