What's on your mind? Let CX Passport know...🎤🎞️Get Hungry, Learn about great employee experience AND get a burrito shipped?!? in “The one with burrito employee experience” with Lacey Davidson, Human Resources Manager at JumBurrito in CX Passport Episode 191🎧 What’s in the episode?...CHAPTERS0:00 - Introduction to JumBurrito and Lacey Davidson1:36 - JumBurrito's History and Growth 7:12 - Lacey's Role and HR Challenges12:27 - Employee Benefits and Retention Strategies16:59 - 1st Cla...

What's on your mind? Let CX Passport know...🎤🎞️This month’s CX #OpenToWork seeker in “The one where offboarding matters” with Gary Marra in CX Passport Episode 190🎧 What’s in the episode?...CHAPTERS0:00 Gary Marra's background in financial services1:19 Importance of customer experience in Gary's career3:12 High-profile client relationships and business impact6:12 Client retention and significance of offboarding10:12 Employee experience's effect on customer experience14:12 Onboarding large cli...

What's on your mind? Let CX Passport know...🎤🎞️Stop doing this! “The one where we stop KPI hunting” with Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:30 Critique of KPI hunting4:07 Alternatives to survey insights7:12 Transitioning to behavior-based insights9:42 Executive support and CX tools 13:15 CX in Sweden vs US16:37 1st Class Lounge20:14 Connecting CX to company strategy23:27 Arctic warfare trai...

What's on your mind? Let CX Passport know...🎤🎞️Another new CX Passport country! “The one with the Guatemalan CX” with Enrique Saenz CEO & Founder of PercepcionesCX in CX Passport Episode 188🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:00 Enrique Saenz's Journey into Customer Experience10:00 Guatemala's Role in Latin American Economy and CX14:30 Physical Customer Experience and Multi-Sensory Tools17:00 Travel and Cultural Insights from Guatemala23:39 Enrique's Travel Experiences a...

What's on your mind? Let CX Passport know...🎤🎞️What does service recovery look like even with an approaching hurricane? “The one with the rapid recovery” with Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing for episode sponsor isolved in CX Passport Episode 187🎧 What’s in the episode?...CHAPTERS0:00 Introduction4:00 Pre-Event Planning for Contingencies6:20 Making the Decision to Cancel9:00 On-Site Discussions and Team Coordination11:00 Emotional Impact and Execution13:30...

What's on your mind? Let CX Passport know...🎤🎞️Beyond behaviors into motivations in “The one where she knows what makes us tick” with Tamar Cohen CEO/Founder at HaloEffect Management in CX Passport Episode 186🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:04 Tamar's journey to co-author white paper4:00 Importance of emotions in employee experience7:00 Surprising insights from research10:00 Practical approaches to understand employee behavior14:00 Designing effective incentive programs1...

🎤🎞️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 You...

🎤🎞️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: Insigh...

🎤🎞️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...

🎤🎞️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 learne...

🎤🎞️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 custome...

🎤🎞️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 import...

🎤🎞️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 Wednesda...

🎤🎞️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 impro...

🎤🎞️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,...

🎤🎞️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 CX23:5...

🎤🎞️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?...CHAPTERS0:00 Introduction1:49 - Anita's Origin Story in CX4:21 - Addressing Cost-Cutting and Hidden Revenue6:54 - Impact of Cost-Cutting on Customer Experience8:35 - Tactical Ways to Access Hidden Revenue11:44 - Importance of Onboarding in Reducing Churn14:30 - Strategies for Effective Onboarding16:14 - 1st Class Lounge2...

🎤🎞️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?...CHAPTERS0:00 Introduction4:19 What draws you to Customer Experience?7:30 Creating CX customers want13:35 How does Customer Experience create tangible business value17:29 1st Class Lounge23:31 How can companies improve CX today?26:00 How to help improve CX28:24 What’s next for Courtney and cus...

🎤🎞️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?...CHAPTERS0:00 Introduction2:45 Sarah's CX origin story6:46 Importance of Training in CX9:14 Challenges in CX Industry16:00 Community power improving Customer Experience23:33 1st Class Lounge30:59 Examples of doing CX right35:39 Contact info and closingIf you like CX Passport, I have 3 quick requests:✅S...

🎤🎞️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?...CHAPTERS0:00 Introduction1:52 The personal and emotional of insurance6:28 Emotional Intelligence8:56 Personal Growth13:17 Customer Culture in Operational Companies20:52 Human Connection In Business22:57 1st Class Lounge27:53 Which is better? Established customer culture or greenfield?30:17 Contact info and closingI...

🎤🎞️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?...CHAPTERS0:00 Introduction2:24 Individuals or Personas?5:30 Using contact center as customer insights center9:45 CHIEF and the impact on women’s careers13:14 1st Class Lounge17:34 Getting closer to customers in economic downturn21:00 Starting a career as front line agent26:24 Contact info and closingIf you like CX...

🎤🎞️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?...CHAPTERS0:00 Introduction2:20 Why Customer Experience?4:00 You can only sell a bad product once6:10 David’s past creating desired experiences for VW10:00 Buying a car is like Wimbledon?15:17 Why companies are backing away from experience17:46 1st Class Lounge22:38 What’s missing in customer experience today?26:04 How David can help fix experienc...

🎤🎞️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?...CHAPTERS0:00 Introduction1:48 Origins of Nicole’s curiosity4:40 Why focus on customer experience research?7:00 More human psychology in customer experience8:45 Why don't customers use self-service?11:00 The 4 drivers for customer adoption of self-service13:53 1st Class Lounge18:26 Research factors for customer self-service20:45 Pote...

🎤🎞️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?...CHAPTERS0:00 Introduction2:26 Power of storytelling in business6:13 AI allows cost cutting AND better customer experience10:18 Balancing Human and Tech in CX14:40 GREAT example of using AI to improve agent experience16:45 1st Class Lounge21:32 AI Benefits NOW…not years from now25:55 Gai...