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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

31:23

The one where he unifies CX - Adam Powers CX...

CX Passport ·

2024/08/06

🎤🎞️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...

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38:08

The one with the customized resiliency kit -...

CX Passport ·

2024/07/30

🎤🎞️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,

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36:54

The one with the epochal growth - Sarah Caminiti Head...

CX Passport ·

2024/07/23

🎤🎞️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

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32:56

The one with the hidden customer revenue - Anita Toth...

CX Passport ·

2024/07/16

🎤🎞️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

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31:21

The one with the CX tasting menu - Courtney LeBlanc...

CX Passport ·

2024/07/09

🎤🎞️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

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37:43

The one with the CX maven - Sarah Hatter CX Maven &...

CX Passport ·

2024/07/02

🎤🎞️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...

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32:18

The one with the Severance TV lessons - Michael...

CX Passport ·

2024/06/25

🎤🎞️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

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29:05

The One Where Chatbots Aren't Enough - Lisa Eyer Head...

CX Passport ·

2024/06/18

🎤🎞️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

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34:09

The one where he just fixes it please - David Balko...

CX Passport ·

2024/06/11

🎤🎞️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

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32:02

The one with real CX research - Nicole Kyle Managing...

CX Passport ·

2024/05/28

🎤🎞️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

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32:35

The one with CX automation - Jasen Williams Global VP...

CX Passport ·

2024/05/21

🎤🎞️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

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34:42

The one with the (CX) Pet Shop Boys - Scott Lee...

CX Passport ·

2024/05/14

🎤🎞️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?...CHAPTERS0:00 Introduction2:29 Pet Shops and CX Origin Stories4:40 Bad customer experience is expensive7:45 Overcoming skepticism about customer experience9:20 Firefighting vs process improvement with customer experience15:15 Approach to customer experience in Malta17:30 1st Class Lounge22:50 Leveraging unstructured customer

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25:10

The one with the customer support great day - Jordan...

CX Passport ·

2024/05/07

🎤🎞️The month’s CX #OpenToWork seeker in “The one with the customer support great day” with Jordan Hooker in CX Passport Episode 166🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:30 Why is customer experience important? What drew Jordan to CX?7:00 How to create sustainably good experiences for customers11:29 Contact center insight story at Booster Fuels12:45 1st Class Lounge16:55 What are companies doing wrong in customer experience18:45 Why are companies not using customer

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34:07

The one where org design gets in the way - Silvana...

CX Passport ·

2024/04/30

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32:53

The one with the Disney Wisdom - Francesca Tempestini...

CX Passport ·

2024/04/23

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32:47

The one with Customer Trust - Ilenia Vidili Customer...

CX Passport ·

2024/04/16

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34:17

The one with LEGO Serious Play - Sirte Pihlaja, CEO &...

CX Passport ·

2024/04/09

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36:21

The one where she’s feral about support - Ashley...

CX Passport ·

2024/04/02

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31:59

The one with the people heroes - Celia Fleischaker...

CX Passport ·

2024/03/26

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32:32

The one with mental health and CX - Stephanie Coradin...

CX Passport ·

2024/03/19

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238 results

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