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PODCAST

CX Passport

👉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. Listen here or watch 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

business management

All Episodes

33:43

The one with the biker CX - Rick Malsch E198

CX Passport ·

2025/01/07

What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one with the biker CX” with Rick Malsch in CX Passport Episode 198🎧 What’s in the episode?...CHAPTERS0:00 Introduction to Rick Malsch, CX OpenToWork2:14 Why Customer Experience Matters to Rick Malsch4:33 Customer Engagement at Harley Davidson: Rentals and Training8:55 CX Passport Live: Amplifying Event Experiences10:06 Building Brand Loyalty Through Customer Engagement14:12 Listening to Customers to

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32:32

The One with the 2024 First Class Holiday Special...

CX Passport ·

2024/12/31

What's on your mind? Let CX Passport know...🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 2”🎧 Episode 197Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?...CHAPTERS0:00 Rick Denton (host introduction)1:18 Bill Staikos7:19 Alyona Medelyan11:44 Kojo Hayford16:57 Lauren Feehrer22:11 Adam Scott28:46 Celia

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30:28

The One with the 2024 First Class Holiday Special...

CX Passport ·

2024/12/24

What's on your mind? Let CX Passport know...🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 1”🎧 Episode 196Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?...CHAPTERS0:38 Ilenia Vidili - Italy4:46 Sam Stern - USA8:59 Sarah Hatter - USA16:12 Enrique Saenz - Guatemala21:39 Milagros Gonzales - Argenti...

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33:59

The one with the core principles - Neal Berg CX...

CX Passport ·

2024/12/17

What's on your mind? Let CX Passport know...🎤🎞️CX evolves AND the core stays the same “The one with the core principles” with Neal Berg CX Strategist at Evolve Partners in CX Passport Episode 195🎧 What’s in the episode?...CHAPTERS0:00 Introduction to Neal Berg and CX Expertise2:02 Gaining Buy-In for CX in Large Organizations5:00 Adapting CX for Global Brand Perceptions8:06 Making Strategic Choices in CX by Region10:34 Future-Proofing Business with Agility13:49 Core Principles of CX in Modern

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32:16

The one with the storytelling - Andrew Carothers CX...

CX Passport ·

2024/12/10

What's on your mind? Let CX Passport know...🎤🎞️This month’s CX #OpenToWork seeker in “The one with the storytelling” with Andrew Carothers in CX Passport Episode 194🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:58 Challenges and Solutions in CX07:25 Building a Customer-Centric Experience 11:33 Impact of Customer Experience on Business Results13:36 Extra Legroom Section: Fun and Personal Insights17:17 What are companies getting wrong about CX19:21 Improving CX Understanding and St...

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37:11

The one with the Alaska employee experience - Jaylene...

CX Passport ·

2024/12/03

What's on your mind? Let CX Passport know...🎤🎞️Attendance policies that include bear interactions? “The one with the Alaska employee experience” with Jaylene Owen Director HR & Payroll at Hames Corporation in CX Passport Episode 193🎧 What’s in the episode?...CHAPTERS0:00 Introducing Jaylene and Sitka1:53 Jaylene's Background at Hames3:59 Challenges of Small-Town Work7:43 Jaylene's HR Journey to Sitka12:55 Building Trust and Change15:49 Transitioning to Digital Systems21:55 Improving

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38:12

The one with the skydiving - Dara Kiernan author of...

CX Passport ·

2024/11/26

What's on your mind? Let CX Passport know...🎤🎞️What can a free fall teach us about business? “The one with the skydiving” with Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” in CX Passport Episode 192🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:45 Dara's Perspective on Leadership and Customer Service6:25 The Role of Personal Experiences in Leadership11:42 Blending Heart and Business Results16:19 The Influence of Skydiving on Leadership21:56 Dara's Comedy

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32:33

The one with burrito employee experience - Lacey...

CX Passport ·

2024/11/19

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...

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34:08

The one where offboarding matters - Gary Marra CX...

CX Passport ·

2024/11/12

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

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31:02

The one where we stop KPI hunting - Marcus Karlsson...

CX Passport ·

2024/11/05

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...

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37:09

The one with the Guatemalan CX - Enrique Saenz CEO &...

CX Passport ·

2024/10/29

🎤🎞️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 and Dream Destinations28:39 The Role of

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37:55

The one with the rapid recovery - Celia Fleischaker,...

CX Passport ·

2024/10/22

🎤🎞️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 Hurricane Markers: Disney World and

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32:31

The one where she knows what makes us tick - Tamar...

CX Passport ·

2024/10/15

🎤🎞️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 programs17:00 Role of employee experience in CX20:15

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31:50

The one with the CX nervous system - Jameson...

CX Passport ·

2024/10/08

🎤🎞️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...

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35:24

The one with yellow iron CX - Lynn Daniel CEO The...

CX Passport ·

2024/10/01

🎤🎞️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...

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32:30

The one where emotions drive experiences - Ariana...

CX Passport ·

2024/09/24

🎤🎞️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

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33:44

The one with the AgileCX - Lauren Feehrer Founder and...

CX Passport ·

2024/09/17

🎤🎞️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

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33:38

The one with CX in Ghana - Kojo Hayford, Founder CEO...

CX Passport ·

2024/08/27

🎤🎞️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

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39:08

The one with the total experience - Robby Cloninger...

CX Passport ·

2024/08/20

🎤🎞️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

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34:21

The one with the catalyst (not crusader) - Megan...

CX Passport ·

2024/08/13

🎤🎞️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...

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238 results

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