CX Passport

Rick Denton
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Oct 8, 2024 • 32min

The one with the CX nervous system - Jameson McFarland E185

What's on your mind? Let CX Passport know...🎤🎞️This month’s CX #OpenToWork seeker in “The one with the CX nervous system” with Jameson McFarland in CX Passport Episode 185🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:55 Jameson's Draw to Customer Experience6:30 Creating Effective Customer Experiences 12:21 Impact of CX on Business Results16:26 1st Class Lounge23:40 Challenges in CX and Future Opportunities29:28 Contact Information 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✅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 passportEpisode resources:Jameson McFarland LinkedIn: https://www.linkedin.com/in/jameson-mcfarland/
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Oct 1, 2024 • 35min

The one with yellow iron CX - Lynn Daniel CEO The Daniel Group E184

What's on your mind? Let CX Passport know...🎤🎞️B2B is just different y’all. It’s not what you think  “The one with yellow iron CX” with Lynn Daniel CEO at episode sponsor The Daniel Group in CX Passport Episode 184🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:06 Improving Dealer Network Experience with Customer Feedback4:55 The Role of Phone Surveys in Customer Experience8:00 Scalability and Digital Solutions9:35 Factors That Engage and Disengage Customers12:30 The Importance of Referral Activity15:00 Beyond Scores: Insights and Actions17:35 The Human Element in B2B Customer Experience19:35 1st Class Lounge24:35 The Importance of Referral Activity in B2B Marketing  27:00 Going Beyond Scores to Gain Customer Insights and Drive Action29:00 The Enduring Need for Human Interaction in B2B Customer Experience33:33 Contact info and closing✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com✅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 passportThank you to The Daniel Group for your sponsorship of this episode.  Episode resources:Lynn email: lynndaniel@thedanielgroup.comThe Daniel Group: https://thedanielgroup.com/Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorshiphttps://www.ex4cx.com/blog
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Sep 24, 2024 • 33min

The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183

What's on your mind? Let CX Passport know...🎤🎞️Emotions are the heartbeat of every experience “The one where emotions drive experiences” with Ariana Bucio Chief Operating Officer at BP Gurus in CX Passport Episode 183🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:15 Injecting humanity into IT Services5:45 The human approach to the service desk9:04 XLAs instead of SLAs (What are XLAs?)15:45 The Mexican approach to Customer Experience18:13 1st Class Lounge22:52 Airbnb’s customer journey mapping lessons27:28 How customer experience influences rest of business30:36 Closing Remarks and Final ThoughtsIf 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:Ariana LinkedIn: https://www.linkedin.com/in/aribucio/“Reflections on XLAs” - Mark Smiley: https://www.amazon.com/Reflections-XLA-service-experience-management/dp/B0CK45BHDY
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Sep 17, 2024 • 34min

The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182

What's on your mind? Let CX Passport know...🎤🎞️A quicker way to tangible results with Customer Experience “The one with the AgileCX” with Lauren Feehrer Founder and President of LoyaltyCraft Consulting in CX Passport Episode 182🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:01 Lauren's transition from software implementation to customer experience7:18 The concept of "Agile CX" and how it can benefit organizations11:45 Lauren's experience in the eldercare and end-of-life space15:34 Lauren's family road trip and the lessons learned17:32 1st Class Lounge23:41 The importance of process and execution in customer experience26:34 The “Grandfather inspiration” behind Lauren’s business28:28 How Lauren's family operates using an Agile model31:55 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:Lauren LinkedIn: https://www.linkedin.com/in/laurenfeehrer/LoyaltyCraft: https://www.loyaltycraft.com/
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Aug 27, 2024 • 34min

The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181

What's on your mind? Let CX Passport know...🎤🎞️A new CX Passport country! “The one with CX in Ghana” with Kojo Hayford, Founder CEO at eSAL LLC in CX Passport Episode 181🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:22 The state of customer experience in Ghana and Africa5:16 Understanding cultural and linguistic diversity in Africa9:27 Opportunities in content management and moderation14:06 Positioning Ghana as a long-term BPO hub19:19 1st Class Lounge22:34 The evolution of the BPO industry in Africa27:41 Driving global customer experience and cultural alignment31:29 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:Kojo LinkedIn: https://www.linkedin.com/in/kojo-hayford-a521011/eSAL LLC Website: https://www.esalsolutions.com/
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Aug 20, 2024 • 39min

The one with the total experience - Robby Cloninger VP Consulting, Digital Experience at FPT Software E180

What's on your mind? Let CX Passport know...🎤🎞️Don’t focus on just one piece of the experience in “The one with the total experience” with Robby Cloninger Vice President of Consulting, Digital Experience for episode sponsor FPT Software in CX Passport Episode 180🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:03 Digital transformation and breaking silos to improve experience9:31 Align internal and external communications15:17 Prioritizing customer experience in technology initiatives19:32 Cultural differences in CX and the importance of empathy in global initiatives22:14 1st Class Lounge27:18 Personalizing employee communications 33:55 Bridging the gap between tech and business leaders for customer experience36:45 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 FPT Software for your sponsorship of this episode.  Episode resources:FPT Software: https://fptsoftware.com/Robby Cloninger LinkedIn: https://www.linkedin.com/in/robbycloninger/Robby’s Information Week article: https://www.informationweek.com/it-leadership/the-benefits-of-unifying-digital-experiencesCX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
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Aug 13, 2024 • 34min

The one with the catalyst (not crusader) - Megan Burns Founder Experience Enterprises E179

What's on your mind? Let CX Passport know...🎤🎞️How to ACTUALLY create impact  “The one with the catalyst (not crusader)” with Megan Burns Founder Experience Enterprises in CX Passport Episode 179🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:26 Going from customer rhetoric to ACTION6:42 Different generations approach to technology 9:27 Don’t prove the ROI of CX?16:45 Experience leadership and change management21:51 1st Class Lounge23:44 Deliver tangible business value through customer experience28:33 Word Nerd Wednesday30:17 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:Megan LinkedIn: https://www.linkedin.com/in/meganburns/Book Recommendation - The Catalyst: How to Change Anyone's Mind by Jonah Berger
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Aug 6, 2024 • 31min

The one where he unifies CX - Adam Powers CX #OpenToWork E178

What's on your mind? Let CX Passport know...🎤🎞️This month’s CX #OpenToWork seeker in “The one where he unifies CX” with Adam Powers in CX Passport Episode 178🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:06 Unifying CX design across various aspects and industries4:00 Improving customer experience through unification and collaboration   11:43 Customer Experience pushback and testing improves business results14:17 1st Class Lounge21:22 Ways for companies to improve customer experience24:39 How Adam helps companies improve customer experience 29:12 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:Adam Powers LinkedIn: https://www.linkedin.com/in/avtpowers/
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Jul 30, 2024 • 38min

The one with the customized resiliency kit - Sangeetha Rai VP Customer Success Northwestern Mutual E177

What's on your mind? Let CX Passport know...🎤🎞️AI will require employee resilience “The one with the customized resiliency kit” with Sangeetha Rai Vice President Customer Success at Northwestern Mutual in CX Passport Episode 177🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:34 Employee resilience in face of AI-driven change7:39 AI's role in customer service, balancing digital solutions with human touch14:31 Embracing flexibility and calculated risks in travel and customer experience18:55 1st Class Lounge21:27 AI bias, inclusion, and ethics in tech30:01 AI, diversity, and customer experience35:57 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:Sangeetha LinkedIn: https://www.linkedin.com/in/sangeetharai/Instagram: @sangeetharaii
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Jul 23, 2024 • 37min

The one with the epochal growth - Sarah Caminiti Head of US Customer Service at abcam E176

What's on your mind? Let CX Passport know...🎤🎞️This episode gets DEEP and REAL in “The one with the epochal growth” with Sarah Caminiti Head of US Customer Service at abcam in CX Passport Episode 176🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:27 What is Epochal Growth?3:11 The purpose of leadership in customer experience5:48 How to create the RIGHT kind of CX team11:00 Why is the front line undervalued15:17 The reality of being a woman in the tech and CX space18:22 How to make the workplace better for women in tech and CX23:50 1st Class Lounge29:10 Helping underrepresented roles be able to attend industry events34:24 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:Sarah LinkedIn: https://www.linkedin.com/in/sarah-caminiti-5827b784/Epochal Growth Podcast: https://www.epochaloperations.com/epochal-growth

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