??️Find customer centricity in “The one with Customer Trust” with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163? What’s in the episode?... CHAPTERS 0:00 Introduction 2:52 Understanding Customer Centricity 6:49 The Business Value of Customer Centricity 10:42 Consistency and Commitment in Customer Centricity 13:31 Building Customer Trust 19:05 The Digital Nomad Experience 22:49 1st Class Lounge 25:58 European Women on Boards (EWOB) 29:07 Current Customer Experience Pain Points 30:50 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to ..read more

??️Recover your creativity!  “The one with LEGO Serious Play” with Sirte Pihlaja, CEO and LEGO Serious Play Facilitator in CX Passport Episode 162? What’s in the episode?... CHAPTERS 0:00 Introduction 2:47 Journalism as a path to customer experience 5:48 The importance of creativity as adults 10:09 All about LEGO Serious Play 15:39 1st Class Lounge 23:21 Implementing AI in Customer Experience 29:03 State of CX in Finland 31:36 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 t ..read more

??️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s in the episode?... CHAPTERS 0:00 Introduction 3:05 Blending Marketing and Experience 6:28 Defining Employee Experience 8:49 Employee Experience and Tangible Business Value 13:50 Employee Expectations and Customer Experience 18:26 1st Class Lounge 23:03 Employee Concerns about AI 26:15 Best examples of Employee and Customer Experience 29:37 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube ch ..read more

??️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161? What’s in the episode?... CHAPTERS 0:00 Introduction 2:48 Early Experience in Customer Support 4:14 The Joy of Helping People with Customer Support 7:41 Bridging Gap Between Customer and Business Decisions 13:39 Contact Center as a Customer Insights Center 15:48 Heartwarming Story of Turning it Around for Customers 20:28 1st Class Lounge 26:23 Using AI in Customer Experience 29:13 Improving Agent Experience 31:10 What’s Broken in Customer Experience 34:04 ..read more

??️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s in the episode?... CHAPTERS 0:00 Introduction 3:05 Blending Marketing and Experience 6:28 Defining Employee Experience 8:49 Employee Experience and Tangible Business Value 13:50 Employee Expectations and Customer Experience 18:26 1st Class Lounge 23:03 Employee Concerns about AI 26:15 Best examples of Employee and Customer Experience 29:37 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube ch ..read more

“The one with mental health and CX” with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159? What’s in the episode?... CHAPTERS 0:00 Introduction 2:35 Linking Mental Health and Leadership 5:25 Mental Health and Customer Experience 9:43 Importance of Self Awareness 12:27 Hospitality and Customer Experience 13:53 Role of Listening and Empathy in Customer Service 20:49 1st Class Lounge 24:39 Improving Communication and Leadership 28:55 Breaking Out of Traditional Mindsets 30:37 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX ..read more

??️“The one with where she’s OG AI” with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158? What’s in the episode?... CHAPTERS 0:00 Introduction 2:43 Alyona representing OG of AI 5:46 Advancements in AI and Language Models 8:16 Thematic origin story - Solving customer problems 10:26 Democratization of Insights 14:29 Understanding Customer Needs in a Post-Survey World 16:34 1st Class Lounge 22:32 Influence of travel on CX approach 25:07 Addressing Cultural Differences in a Remote Company 28:26 Listening to customers in a post-survey world 33:20 Contact info and closing ..read more

??️ “The one with outcomes not experiences” with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157? What’s in the episode?... CHAPTERS 0:00 Introduction 3:18 CX skepticism in the Boardroom 7:35 Which customers should a company care about? 11:35 Creating Clarity in Customer Experience 12:44 Outcomes or experiences 16:18 1st Class Lounge 20:18 Operationalizing Customer Revenue & Reputation Growth 25:45 Engagement vs Retention 31:04 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@c ..read more

??️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?... CHAPTERS 0:00 Introduction 6:00 The 4 Personas of a CX leader 8:30 Future Thinking in Customer Experience 11:00 The promise of Gen AI for customer experience 16:15 The evolution of CX as a discipline 19:12 Change Management and CXOs 20:141st Class Lounge 26:02 Driving Change with CX 30:32 Advice for CX professionals 33:11 Contact info and closing If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@c ..read more

??️Want REAL customer insight? “The one with the eyes and ears of your brand” Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154? What’s in the episode?... CHAPTERS 0:00 Introduction 2:52 Knowledge to Experience 4:51 Empathy in Customer Experience 7:18 The Undervalued Front Line 9:29 Moving from cost center to revenue generator 14:38 Customer stories to drive improvement 17:23 1st Class Lounge 23:05 Why haven’t all companies embraced customer experience 25:59 Gorgias’ approach to customer listening 31:04 Balancing policy with human decision 33:20 Contact info ..read more