🎤🎞️We’re going on a treasure hunt “The one with the hidden customer revenue” with Anita Toth | The Hidden Revenue Hunter in CX Passport Episode 175 🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:49 - Anita's Origin Story in CX

4:21 - Addressing Cost-Cutting and Hidden Revenue

6:54 - Impact of Cost-Cutting on Customer Experience

8:35 - Tactical Ways to Access Hidden Revenue

11:44 - Importance of Onboarding in Reducing Churn

14:30 - Strategies for Effective Onboarding

16:14 - 1st Class Lounge

20:10 - Firing customers?

24:11 - Balancing firing customers vs learning from them

30:27 - 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:

Anita LinkedIn: https://www.linkedin.com/in/anitamtoth/

Website: https://ati.ac/

🎤🎞️This month’s CX #OpenToWork seeker knows CX gets to influence all parts of the business in “The one with the CX tasting menu” with Courtney LeBlanc in CX Passport Episode 174🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

4:19 What draws you to Customer Experience?

7:30 Creating CX customers want

13:35 How does Customer Experience create tangible business value

17:29 1st Class Lounge

23:31 How can companies improve CX today?

26:00 How to help improve CX

28:24 What’s next for Courtney and customer experience?

29:18 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:

Courtney LinkedIn: https://www.linkedin.com/in/courtney-leblanc-426920b3/

🎤🎞️A high energy, high community, high wisdom episode “The one with the CX maven” with Sarah Hatter CX Maven & Creator of ElevateCX in CX Passport Episode 173🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:45 Sarah's CX origin story

6:46 Importance of Training in CX

9:14 Challenges in CX Industry

16:00 Community power improving Customer Experience

23:33 1st Class Lounge

30:59 Examples of doing CX right

35:39 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:

Sarah LinkedIn: https://www.linkedin.com/in/sarahhatter/

ElevateCX: https://www.elevatecx.co/

🎤🎞️Why live in two worlds? “The one with the Severance TV lessons” with Michael Mattson Chief Empathy Officer at Walk A Mile CX in CX Passport Episode 172🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:52 The personal and emotional of insurance

6:28 Emotional Intelligence

8:56 Personal Growth

13:17 Customer Culture in Operational Companies

20:52 Human Connection In Business

22:57 1st Class Lounge

27:53 Which is better? Established customer culture or greenfield?

30:17 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:

Michael LinkedIn: https://www.linkedin.com/in/michaelcmattson/

🎤🎞️Don’t rely on them alone “The One Where Chatbots Aren't Enough” with Lisa Eyer Head of Client Experience and Business Insights in CX Passport Episode 171🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:24 Individuals or Personas?

5:30 Using contact center as customer insights center

9:45 CHIEF and the impact on women’s careers

13:14 1st Class Lounge

17:34 Getting closer to customers in economic downturn

21:00 Starting a career as front line agent

26:24 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:

Lisa LinkedIn: https://www.linkedin.com/in/lisaeyer/

🎤🎞️The month’s CX #OpenToWork seeker in “The one where he just fixes it please” with David Balko in CX Passport Episode 170🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:20 Why Customer Experience?

4:00 You can only sell a bad product once

6:10 David’s past creating desired experiences for VW

10:00 Buying a car is like Wimbledon?

15:17 Why companies are backing away from experience

17:46 1st Class Lounge

22:38 What’s missing in customer experience today?

26:04 How David can help fix experience

32:12 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:

David’s LinkedIn: https://www.linkedin.com/in/david-balko-7ab1806/

🎤🎞️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/

🎤🎞️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