CX Passport

What's on your mind? Let CX Passport know...🎤🎞️Buckle that seatbelt and get ready for departure… “The one with Sun Country Airlines customer service” with Jeremy Hyde Director Customer Support at Sun Country Airlines…episode 141🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:39 Customer service approach and preventing future issues7:35 Using data and feedback to improve airline customer experience12:34 Customer service challenges and employee engagement in the airline industry. 19:10 Where would Jeremy go with a free weekend and flight benefits20:40 1st Class Lounge24:36 Starting as a call agent influencing current leadership approach29:19 Balancing human and technology in customer service33:09 Customer experience and technology adoption in the contact center35:41 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:Voice of the Agent Blueprint: https://www.linkedin.com/pulse/intro-voice-agent-blueprint-jeremy-hydeLinkedIn: https://www.linkedin.com/in/hydej/The Loud Quiet - Rick & Clancy's empty nest podcast:youtube.com/@theloudquiettheloudquietpod.com

What's on your mind? Let CX Passport know...🎤🎞️Building local CX for a global company! “The one with with global reach and local experience” with Sarah Baker Director, Global CX at KFC in CX Passport Episode 140🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction3:15 KFC’s global experience management4:20 Shaking up current understanding of customer8:10 Using failure points to grow and get better10:00 How to REALLY put the customer at the center13:10 Customer story to influence decisions15:15 Girls on the Run program17:31 1st Class Lounge23:20 KFC global customer listening27:00 Centralized vs local influence28:50 Global employee diversity and experience31:48 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 passport

What's on your mind? Let CX Passport know...🎤🎞️ “The one with the CX marriage officiant” with Nate Brown, Co-founder CX Accelerator in CX Passport Episode 139🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:34 Why does community matter?4:10 Launching the CX Accelerator community6:15 Selectivity and diversity in community7:45 Community as the next sales marketing10:15 CX community solving loneliness epidemic15:35 Starting a career on the customer front line22:19 1st Class Lounge25:45 Nate’s style!27:25 Authentic Voice of the Customer value33:00 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:CX Community https://www.cxaccelerator.com/LinkedIn https://www.linkedin.com/in/cxaccelerator/

What's on your mind? Let CX Passport know...🎤🎞️Empowering agents AND customers in “The one where he's curious...not judgmental” – with Tim Kyse, Vice President of Customer Experience at Openly in CX Passport E138🎧 What’s in the episode?...[00:00] Introduction[02:56] Great customer experience results in insurance[05:28] Hiring both human and industry skills[08:38] Managing the pressures of customer support[12:58] Capturing customer insights – and acting on them[15:39] The impact of engagement whilst operating remotely[18:17] 1st Class Business Lounge[24:30] What drew Tim to Openly?[26:53] How is Openly using the current versions of AI?[30:10] What technology improvements would Tim like to prioritize with?[33:07] 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"Episode resources:LinkedIn: https://www.linkedin.com/in/tim-kyse 

What's on your mind? Let CX Passport know...🎤🎞️Will we embrace the AI Bots? “The one with the bot baggage” with Rob Dwyer, Vice President Customer Engagement | Happitu in CX Passport Episode 137🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction5:30 AI in contact centers and its potential uses and limitations12:37 AI-powered virtual assistants and their future in customer service18:45 Tips for technology vendors and purchasers20:26 1st Class Lounge24:30 Umpiring and CX lessons33:37 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/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/Web: Happitu.comNext In Queue...all fave podcast sites ANDYouTube: youtube.com/@nextinqueue

What's on your mind? Let CX Passport know...🎤🎞️What creates a Brazilian global CX winner? “The one where they win best customer team” with Jennifer Meunier Head of CX & Product at G4 Educação🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:11 What is G4 Educação?5:00 Company growth, customer focus, and team building in a startup environment10:00 Breaking down silos for customer experience11:20 Hospitality industry as an influence for education space14:36 Hospitality and customer service in Thailand20:15 1st Class Lounge25:05 Winning the global award for Customer Experience Team27:30 Living their own CX principles at G4 Educação29:15 The “Process of Experience”31:54 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:Instagram: https://www.instagram.com/g4educacao/Website: https://g4educacao.com/LinkedIn: https://www.linkedin.com/in/meunierjennifer/

What's on your mind? Let CX Passport know...🎤🎞️“The one with the handwritten note” with Rick Elmore CEO Simply Noted in CX Passport Episode 135🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction2:33 Genesis of Simply Noted7:00 What if they know it’s a machine?9:36 Personal connection equals business results13:17 Overcoming resistance15:15 How his athletic career (NFL, y’all!) influences his corporate career17:33 1st Class Lounge22:10 Getting customer feedback26:00 Making high touch highly scalable28:14 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:Simply Noted: https://simplynoted.comLinkedIn: https://www.linkedin.com/in/rick-elmore/

What's on your mind? Let CX Passport know...🎤🎞️He is DONE with CX! Go beyond “The one where he goes beyond CX” with Vimal Rai Managing Partner, Commercial Excellence Partners in CX Passport Episode 134🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction3:05 The broken aviation industry8:55 Why Brussels Airport is a great customer experience13:00 He is DONE with customer experience17:45 Contrasting Singapore and Dubai23:03 1st Class Lounge28:30 The emotional (revenue driving!) impact of customer experience32:03 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:Vimal LinkedIn: https://www.linkedin.com/in/vimalrai/

What's on your mind? Let CX Passport know...🎤🎞️“The one with AI” – with Ben Wright, co-founder of Jiffy in CX Passport E133 🎧 What’s in the episode?...[00:00] Introduction[03:40] The shifts in AI and its role in customer support[07:09] Prioritizing customer experience[11:48] Select tools based on business principles, not just AI[13:27] 1st Class Business Lounge[20:33] How AI elevates support roles[23:23] Staying up-to-date with the latest tools[25:50] 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/servicesEpisode resources:LinkedIn: https://www.linkedin.com/in/benji-wright/ 

What's on your mind? Let CX Passport know...🎤🎞️Bringing Customer Service to a new level in “The one where he Elevates” – with Wes Dudley, VP of Customer Experience at Broad River Retail in CX Passport E132🎧 What’s in the episode?...[00:00] Introduction[02:41] Applying AI to enhance customer experience[04:41] Onboarding and training to help equip people with AI[07:22] Ensuring that we don’t lose the human aspect of CX[13:11] Stepping into a new CX leader role[15:45] 1st Class Business Lounge[20:44] How to help equip the frontline to co-create customer experiences[26:37] Addressing challenges with buy-in from CX ideas[29:16] 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/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: https://www.linkedin.com/in/wesdudley