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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 196
Thank 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?...
CHAPTERS
0:38 Ilenia Vidili - Italy
4:46 Sam Stern - USA
8:59 Sarah Hatter - USA
16:12 Enrique Saenz - Guatemala
21:39 Milagros Gonzales - Argentina
26:08 Michael Mattson - USA
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.ex4cx.com/signup
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
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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?...
CHAPTERS
0:00 Introduction to Neal Berg and CX Expertise
2:02 Gaining Buy-In for CX in Large Organizations
5:00 Adapting CX for Global Brand Perceptions
8:06 Making Strategic Choices in CX by Region
10:34 Future-Proofing Business with Agility
13:49 Core Principles of CX in Modern Business
17:07 The Power of Storytelling in Customer Experience
19:15 1st Class Lounge
26:01 Applying CX to Service Providers Without a Department
29:30 Success Story: CX Transformation at K Jewelers
32:08 How to Connect with Neal Berg for CX Insights
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.ex4cx.com/signup
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Neal LinkedIn: https://www.linkedin.com/in/nealberg/
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Saknas det avsnitt?
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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?...
CHAPTERS
0:00 Introduction
1:58 Challenges and Solutions in CX
07:25 Building a Customer-Centric Experience
11:33 Impact of Customer Experience on Business Results
13:36 Extra Legroom Section: Fun and Personal Insights
17:17 What are companies getting wrong about CX
19:21 Improving CX Understanding and Storytelling
24:04 Andrew's Vision for the Future of CX
29:50 Closing Remarks and Contact Information
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.ex4cx.com/signup
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Andrew Carothers LinkedIn: https://www.linkedin.com/in/andrew-carothers/
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🎤🎞️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?...
CHAPTERS
0:00 Introducing Jaylene and Sitka
1:53 Jaylene's Background at Hames
3:59 Challenges of Small-Town Work
7:43 Jaylene's HR Journey to Sitka
12:55 Building Trust and Change
15:49 Transitioning to Digital Systems
21:55 Improving Employee Experience
27:25 Navigating Crises in Sitka
34:01 Balancing Employee Histories
35:37 Connections 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.ex4cx.com/signup
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Thank you to isolved for your sponsorship of this episode.
Episode resources:
Jaylene LinkedIn: https://www.linkedin.com/in/jlineberry/
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🎤🎞️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?...
CHAPTERS
0:00 Introduction
1:45 Dara's Perspective on Leadership and Customer Service
6:25 The Role of Personal Experiences in Leadership
11:42 Blending Heart and Business Results
16:19 The Influence of Skydiving on Leadership
21:56 Dara's Comedy Experience and Its Impact on Business
25:57 Dream Travel Locations and Personal Preferences
31:36 Taylor Swift inspiration for business and customer experience
35:56 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
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Dara LinkedIn: https://www.linkedin.com/in/dara-kiernan-kpi-consulting/
Web: https://kpiconsultingireland.com/
Freefall the book: https://kpiconsultingireland.com/book/
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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?...
CHAPTERS
0:00 - Introduction to JumBurrito and Lacey Davidson
1:36 - JumBurrito's History and Growth
7:12 - Lacey's Role and HR Challenges
12:27 - Employee Benefits and Retention Strategies
16:59 - 1st Class Lounge
21:12 - Implementing HR Technology and Employee Training
24:14 - Community Engagement and Local Brand Impact
27:51 - Customer Experience and Employee Happiness
30:34 - Final Thoughts and Contact Information
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.ex4cx.com/signup
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Thank you to isolved for your sponsorship of this episode.
Episode resources:
JumBurrito: https://www.jumburrito.com/
CX Passport Show Sponsorship Philosophy: https://www.ex4cx.com/blog/2023/3/3/sponsorship
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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?...
CHAPTERS
0:00 Gary Marra's background in financial services
1:19 Importance of customer experience in Gary's career
3:12 High-profile client relationships and business impact
6:12 Client retention and significance of offboarding
10:12 Employee experience's effect on customer experience
14:12 Onboarding large clients: best practices
15:52 Gary's travel dreams and personal interests
22:12 Employee experience's direct link to business results
26:12 Gary's future plans and entrepreneurial ventures
29:12 Final thoughts and contact information
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
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Gary Marra LinkedIn: https://www.linkedin.com/in/gary-marra/
Blog: www.marracxhub.com
Gary golf YouTube channel: https://www.youtube.com/@gforce41
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🎤🎞️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?...
CHAPTERS
0:00 Introduction
1:30 Critique of KPI hunting
4:07 Alternatives to survey insights
7:12 Transitioning to behavior-based insights
9:42 Executive support and CX tools
13:15 CX in Sweden vs US
16:37 1st Class Lounge
20:14 Connecting CX to company strategy
23:27 Arctic warfare training background
26:32 Enjoyment of consulting work
29:39 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
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Marcus LinkedIn: https://www.linkedin.com/in/marcusjvkarlsson/
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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?...
CHAPTERS
0:00 Introduction
2:00 Enrique Saenz's Journey into Customer Experience
10:00 Guatemala's Role in Latin American Economy and CX
14:30 Physical Customer Experience and Multi-Sensory Tools
17:00 Travel and Cultural Insights from Guatemala
23:39 Enrique's Travel Experiences and Dream Destinations
28:39 The Role of Technology in CX and Tangible Business Results
34:14 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:
Enrique LinkedIn: https://www.linkedin.com/in/enrique-saenz-mba-ccx-5697a4/
Book Recommendation - The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld
Mestizo Hotel: https://www.mestizoantigua.com/en
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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?...
CHAPTERS
0:00 Introduction
4:00 Pre-Event Planning for Contingencies
6:20 Making the Decision to Cancel
9:00 On-Site Discussions and Team Coordination
11:00 Emotional Impact and Execution
13:30 Hurricane Markers: Disney World and Airport Closure
15:30 Post-Cancellation Logistics
17:45 Moving Forward with Virtual Events
19:55 First Class Lounge: Amberly's Favorite Travel Destinations
24:00 Emotional Reflection: Grief After the Cancelation
27:00 Communication Strategy During the Crisis
30:00 Customer Reactions to Service Recovery
34:00 Conclusion: Lessons Learned from the Event
35:33 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
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Thank you to isolved for your sponsorship of this episode.
Episode resources:
isolved: www.isolvedhcm.com
Isolved Connect: www.isolvedconnect.com
Amberly LinkedIn: https://www.linkedin.com/in/amberlydressler/
Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/
Center The Pendulum by Amberly Dressler & Geoffrey Webb
CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
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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?...
CHAPTERS
0:00 Introduction
2:04 Tamar's journey to co-author white paper
4:00 Importance of emotions in employee experience
7:00 Surprising insights from research
10:00 Practical approaches to understand employee behavior
14:00 Designing effective incentive programs
17:00 Role of employee experience in CX
20:15 1st Class Lounge
23:36 Us vs Them in business emotions and behaviors
27:47 Connecting employee experience to business results
30:21 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
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Tamar LinkedIn: https://www.linkedin.com/in/tamarcohen/
HaloEffect Web: https://www.myhaloeffect.com/
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What's on your mind? Let CX Passport know...
🎤🎞️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?...
CHAPTERS
0:00 Introduction
1:55 Jameson's Draw to Customer Experience
6:30 Creating Effective Customer Experiences
12:21 Impact of CX on Business Results
16:26 1st Class Lounge
23:40 Challenges in CX and Future Opportunities
29:28 Contact Information 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
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Jameson McFarland LinkedIn: https://www.linkedin.com/in/jameson-mcfarland/
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What's on your mind? Let CX Passport know...
🎤🎞️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?...
CHAPTERS
0:00 Introduction
2:06 Improving Dealer Network Experience with Customer Feedback
4:55 The Role of Phone Surveys in Customer Experience
8:00 Scalability and Digital Solutions
9:35 Factors That Engage and Disengage Customers
12:30 The Importance of Referral Activity
15:00 Beyond Scores: Insights and Actions
17:35 The Human Element in B2B Customer Experience
19:35 1st Class Lounge
24:35 The Importance of Referral Activity in B2B Marketing
27:00 Going Beyond Scores to Gain Customer Insights and Drive Action
29:00 The Enduring Need for Human Interaction in B2B Customer Experience
33:33 Contact info and closing
✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Thank you to The Daniel Group for your sponsorship of this episode.
Episode resources:
Lynn email: [email protected]
The Daniel Group: https://thedanielgroup.com/
Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorship
https://www.ex4cx.com/blog
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What's on your mind? Let CX Passport know...
🎤🎞️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?...
CHAPTERS
0:00 Introduction
2:15 Injecting humanity into IT Services
5:45 The human approach to the service desk
9:04 XLAs instead of SLAs (What are XLAs?)
15:45 The Mexican approach to Customer Experience
18:13 1st Class Lounge
22:52 Airbnb’s customer journey mapping lessons
27:28 How customer experience influences rest of business
30:36 Closing Remarks and Final Thoughts
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:
Ariana LinkedIn: https://www.linkedin.com/in/aribucio/
“Reflections on XLAs” - Mark Smiley: https://www.amazon.com/Reflections-XLA-service-experience-management/dp/B0CK45BHDY
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What's on your mind? Let CX Passport know...
🎤🎞️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?...
CHAPTERS
0:00 Introduction
3:01 Lauren's transition from software implementation to customer experience
7:18 The concept of "Agile CX" and how it can benefit organizations
11:45 Lauren's experience in the eldercare and end-of-life space
15:34 Lauren's family road trip and the lessons learned
17:32 1st Class Lounge
23:41 The importance of process and execution in customer experience
26:34 The “Grandfather inspiration” behind Lauren’s business
28:28 How Lauren's family operates using an Agile model
31:55 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:
Lauren LinkedIn: https://www.linkedin.com/in/laurenfeehrer/
LoyaltyCraft: https://www.loyaltycraft.com/
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What's on your mind? Let CX Passport know...
🎤🎞️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?...
CHAPTERS
0:00 Introduction
1:22 The state of customer experience in Ghana and Africa
5:16 Understanding cultural and linguistic diversity in Africa
9:27 Opportunities in content management and moderation
14:06 Positioning Ghana as a long-term BPO hub
19:19 1st Class Lounge
22:34 The evolution of the BPO industry in Africa
27:41 Driving global customer experience and cultural alignment
31:29 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:
Kojo LinkedIn: https://www.linkedin.com/in/kojo-hayford-a521011/
eSAL LLC Website: https://www.esalsolutions.com/
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What's on your mind? Let CX Passport know...
🎤🎞️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?...
CHAPTERS
0:00 Introduction
3:03 Digital transformation and breaking silos to improve experience
9:31 Align internal and external communications
15:17 Prioritizing customer experience in technology initiatives
19:32 Cultural differences in CX and the importance of empathy in global initiatives
22:14 1st Class Lounge
27:18 Personalizing employee communications
33:55 Bridging the gap between tech and business leaders for customer experience
36:45 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 FPT Software for your sponsorship of this episode.
Episode resources:
FPT Software: https://fptsoftware.com/
Robby Cloninger LinkedIn: https://www.linkedin.com/in/robbycloninger/
Robby’s Information Week article: https://www.informationweek.com/it-leadership/the-benefits-of-unifying-digital-experiences
CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
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What's on your mind? Let CX Passport know...
🎤🎞️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?...
CHAPTERS
0:00 Introduction
2:26 Going from customer rhetoric to ACTION
6:42 Different generations approach to technology
9:27 Don’t prove the ROI of CX?
16:45 Experience leadership and change management
21:51 1st Class Lounge
23:44 Deliver tangible business value through customer experience
28:33 Word Nerd Wednesday
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:
Megan LinkedIn: https://www.linkedin.com/in/meganburns/
Book Recommendation - The Catalyst: How to Change Anyone's Mind by Jonah Berger
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What's on your mind? Let CX Passport know...
🎤🎞️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?...
CHAPTERS
0:00 Introduction
2:06 Unifying CX design across various aspects and industries
4:00 Improving customer experience through unification and collaboration
11:43 Customer Experience pushback and testing improves business results
14:17 1st Class Lounge
21:22 Ways for companies to improve customer experience
24:39 How Adam helps companies improve customer experience
29:12 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:
Adam Powers LinkedIn: https://www.linkedin.com/in/avtpowers/
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What's on your mind? Let CX Passport know...
🎤🎞️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?...
CHAPTERS
0:00 Introduction
2:34 Employee resilience in face of AI-driven change
7:39 AI's role in customer service, balancing digital solutions with human touch
14:31 Embracing flexibility and calculated risks in travel and customer experience
18:55 1st Class Lounge
21:27 AI bias, inclusion, and ethics in tech
30:01 AI, diversity, and customer experience
35:57 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:
Sangeetha LinkedIn: https://www.linkedin.com/in/sangeetharai/
Instagram: @sangeetharaii
- Visa fler
