CX Passport

What's on your mind? Let CX Passport know...🎤🎞️From CX Reckoning to the CX Procenaissance “The one with the CX Procenaissance” CX Passport tries a solo experience with the host in Episode 151🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:25 The year of CX Reckoning8:07 Procenaissance - Fix Customer Experience in 202410:20 Origin story of Process & CX15:40 $50 Million in increased revenue19:10 Closing and seeking feedbackIf 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 passport

What's on your mind? Let CX Passport know...🎤🎞️The 150th episode! “The one with the CX teenage years” with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:02 What does successful digital CX look like?5:16 The role of AI in customer experience?13:05 The importance of process in customer experience17:16 How global influences customer experience approach18:53 1st Class Lounge24:43 The teenage years of CX / Customer Experience29:28 Maintaining humanity in CX32:39 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:Andrew LinkedIn: https://www.linkedin.com/in/andrew-carothers/

What's on your mind? Let CX Passport know...🎤🎞️Get customers to climb the loyalty ladder “The one with three customer loyalty tiers” with Ali Cudby Co-Founder & CEO Alignmint Growth Strategies in CX Passport Episode 149🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:17 The Importance of Customer Loyalty6:02 Loyalty evolution example from New York Times9:50 Three Tiers of Customer Loyalty15:48 Front of House / Back of House - Inspiration from “Bear”19:23 1st Class Lounge24:08 Origin of Alignmint25:08 Balancing numbers and humanity29:51 Process of Writing a Book33:20 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/alicudby/Website: https://alignmintforgrowth.com/Book: keepyourcustomersbook.com

What's on your mind? Let CX Passport know...🎤🎞️“The one with Content, Culture, and CX” with Paul Banks, Founder & Chief of Different Thinking at Javelin Content Management in the first CX Passport of the year! Episode 148🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:32 Helping businesses communicate and create emotional attachments9:15 Content marketing influencing customer experience14:45 Avoid the trap of brands forgetting the humans19:08 Dangers of brand damage from human content mistakes23:10 1st Class Lounge31:00 Why Small Medium Businesses matter?34:45 Serving as a Volunteer Constable for 10 years38:20 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/paul-banks007/Podcast Mackem Magic: Bedtime Stories That Come to Life https://open.spotify.com/show/4ypNB92Xg4N8FBcMjEN5hX?si=3442ca39ccc14abc

What's on your mind? Let CX Passport know...🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 2”🎧 Episode 147Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?...CHAPTERS 0:00 Intro1:08 Phil Davis - Czech Republic5:42 Claire Boscq - UAE11:26 Eli Weiss - USA15:20 Mercer Smith - USA19:21 Vimal Rai - Dubai23:40 Gabriela Amaral - BrazilIf 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/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”

What's on your mind? Let CX Passport know...🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 1”🎧 Episode 146Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?...CHAPTERS0:00 Intro1:37 Megan Bassler - USA6:18 Tshili 'Chili' Khupe - UK10:31 Jennifer Meunier - Brazil15:11 Tyler Saxey - USA18:32 Sandra Thompson - UK23:08 George Nagatsuka - JapanIf 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 passport

What's on your mind? Let CX Passport know...🎤🎞️Customer Service for one of the world’s most visible brands “The one with Spotify Customer Service” with Rajiv Vellodi VP Global Customer Service Spotify in CX Passport Episode 145🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:29 What’s Rajiv’s top Spotify playlist?3:10 Global Customer Support at Spotify5:20 Blending GE, Hilton, Amazon career experience at Spotify10:36 Managing Global Customer Service for high visibility brand like Spotify15:15 Elevating and celebrating culture18:54 1st Class Lounge24:39 Key factors how Spotify chooses BPO partners31:45 Contact center as customer insight center at Spotify34:56 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/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #spotify #process #business #management #travel #bettercustomerservice #shorts

What's on your mind? Let CX Passport know...🎤🎞️“The one with the human experience” with NYT Bestseller Joseph Michelli CEO The Michelli Experience in CX Passport Episode 144🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:09 Airbnb and Mercedes’ customer experience strategies8:14 Balancing operational incentives with customer experience11:38 Prioritizing human interaction in customer service15:50 Solving for gamification in customer feedback19:00 Joseph’s radio career influencing CX today20:08 1st Class Lounge23:40 What is human experience?26:22 Mental wellness and Bonfire Digital Wellness30:16 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/josephmichelli/Website: https://www.josephmichelli.com/

What's on your mind? Let CX Passport know...🎤🎞️Breaking rules…creating customer loyalty “The one with the profitable rule breaker” Zoe Kahn Manager of CX & Retention at Chomps in CX Passport Episode 143🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:40 CX & retention role at Chomps7:10 Planet Fitness Front desk job influencing CX today10:32 Breaking CX rules. Creating customer empathy13:45 CX & Retention…simliar and different17:30 Fitness competitions inspiring customer empathy today20:38 1st Class Lounge24:30 Zoe’s “Let’s Laugh About It” Podcast28:45 Gaining buy in for CX ideas34:30 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/zoe-kahn-5b61aa129/Twitter @_zoekahn_Chomps on How I Built This with Guy Raz: https://podcasts.apple.com/us/podcast/chomps-pete-maldonado-and-rashid-ali/id1150510297?i=1000595782640Rick & Clancy's podcast The Loud Quiet: youtube.com/@theloudquiet

What's on your mind? Let CX Passport know...🎤🎞️Only 2 Hours?!  “The one with the two hour design sprint” with Teresa Cain Author Solving Problems in 2 Hours in CX Passport Episode 142🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:18 Why is 2 Hour Sprint necessary4:30 Overcoming risks of 2 hour sprints6:10 Scoping the right challenge for a sprint8:00 Logistic tips for 2 hour sprints9:40 From Liberal Arts to UX and Design13:50 Product teams using contact center customer insights17:19 1st Class Lounge24:10 She was ChatGPT WAY before ChatGPT was cool28:05 Converting this to action…to business results30:23 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:2 Hour Design Sprints: https://www.2hourdesignsprints.com/LinkedIn: https://www.linkedin.com/in/cainteresa/Twitter: @DesignwithTCain#customerservice #customerexperience #design #sprint #designsprint #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice