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CX Passport

By: Rick Denton
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  • Summary

  • 👉Love customer experience and love travel? You’ve found the right podcast, a show about creating great customer experience, with a dash of travel talk. 🎤Each episode, we’ll talk with our guests about customer experience, travel, and just like the best journeys, explore new directions we never anticipated. 🎬Subscribe here and on YouTube youtube.com/@cxpassport🗺️CX Passport is a podcast that purposely seeks out global Customer Experience voices to hear what's working well in CX, what are their challenges and to hear their Customer Experience stories. In addition, there's always a dash (or more!) of travel talk in each episode.🧳Hosted by Rick Denton, CX Passport will bring Customer Experience and industry leaders to get their best customer experience insights, stories and hear their tales from the road...whether it’s the one less traveled or the one on everyone’s summer trip list. Rick serves as the Managing Principal for EX4CX - Execution for Customer Experience and believes the best meals are served outside and require a passport.
    If 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/services


    I'm Rick Denton and I believe the best meals are served outside and require a passport


    🖱️Sign up at www.cxpassport.com and never miss an episodeWant more great Customer Experience? Visit www.ex4cx.com to learn how EX4CX enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. Music: Funk In The Trunk by Shane Ivers

    CX Passport is a podcast for customer experience professionals that focuses on the stories, strategies, and solutions needed to create and deliver meaningful customer experiences. It features guests from the world of CX, including executives, consultants, and authors, who discuss their own experiences, tips, and insights. The podcast is designed to help CX professionals learn from each other, stay on top of the latest trends, and develop their own strategies for success.
    © 2024 EX4CX LLC
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Episodes
  • The one with real CX research - Nicole Kyle Managing Director CMP E169

    The one with real CX research - Nicole Kyle Managing Director CMP E169
    May 28 2024

    🎤🎞️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?...


    CHAPTERS

    0:00 Introduction

    1:48 Origins of Nicole’s curiosity

    4:40 Why focus on customer experience research?

    7:00 More human psychology in customer experience

    8:45 Why don't customers use self-service?

    11:00 The 4 drivers for customer adoption of self-service

    13:53 1st Class Lounge

    18:26 Research factors for customer self-service

    20:45 Potential pitfalls for companies and AI

    27:10 Research for Employee Experience in 2024

    30:11 Contact info and closing


    If 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/services

    I'm Rick Denton and I believe the best meals are served outside and require a passport


    Episode resources:

    Nicole LinkedIn: https://www.linkedin.com/in/nicolekyle/

    CMP: https://www.cmpresearch.com/
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    32 mins
  • The one with CX automation - Jasen Williams Global VP Corporate Marketing Verint E168

    The one with CX automation - Jasen Williams Global VP Corporate Marketing Verint E168
    May 21 2024

    🎤🎞️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?...


    CHAPTERS

    0:00 Introduction

    2:26 Power of storytelling in business

    6:13 AI allows cost cutting AND better customer experience

    10:18 Balancing Human and Tech in CX

    14:40 GREAT example of using AI to improve agent experience

    16:45 1st Class Lounge

    21:32 AI Benefits NOW…not years from now

    25:55 Gaining Buy-In for AI implementation

    30:34 Contact info and closing


    If 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/services

    I'm Rick Denton and I believe the best meals are served outside and require a passport


    Thank 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
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    33 mins
  • The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167

    The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167
    May 14 2024

    🎤🎞️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?...


    CHAPTERS

    0:00 Introduction

    2:29 Pet Shops and CX Origin Stories

    4:40 Bad customer experience is expensive

    7:45 Overcoming skepticism about customer experience

    9:20 Firefighting vs process improvement with customer experience

    15:15 Approach to customer experience in Malta

    17:30 1st Class Lounge

    22:50 Leveraging unstructured customer data

    26:20 Starting a CX team from scratch

    31:14 Contact info and closing


    If 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/services

    I'm Rick Denton and I believe the best meals are served outside and require a passport


    Episode resources:

    Scott LinkedIn: https://www.linkedin.com/in/scottleeholloway/

    APS Website: https://www.apsbank.com.mt/

    Complaints Management Forum: https://informaconnect.com/complaints-management/
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    35 mins
Management Career Success Economics Social Sciences Travel Writing & Commentary
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