Afleveringen
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What's on your mind? Let CX Passport know...
🎤🎞️“The one with XLAs” with Doug Rabold in CX Passport Episode 210🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Doug Rabold
2:04 What are XLA’s and why do they matter?
5:43 The difference between SLAs and XLAs
7:32 How XLA’s improve both customer and employee experience
11:32 Treating IT as a business, not just a function
13:52 Real-world XLA success stories
14:17 San Antonio’s hidden gem: The Cove
15:24 First Class Lounge: Travel, food, and guilty pleasures
21:00 Doug’s path from sales to IT leadership
23:32 Why frontline agents must be more tech-savvy
26:08 Where to connect with Doug
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 cxpassport.kit.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:
Doug LinkedIn: https://www.linkedin.com/in/doug-rabold-itil-hdi/
XLA Institute: https://xla.institute/
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🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Irina Mateeva
2:07 Why workforce management is crucial for CX
4:56 How WFM impacts both customers and employees
7:34 The connection between WFM and employee burnout
10:20 What companies get wrong about workforce management
12:13 Customer experience in Bulgaria
14:57 First Class Lounge: Travel, food, and unexpected favorites
18:37 How Irina found her way into workforce management
21:05 The role of AI and automation in WFM
23:30 Where to connect with Irina
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 cxpassport.kit.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:
Irina LinkedIn: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/
RightWFM: https://rightwfm.com/
WFM Unfiltered Podcast available on all your fave pod apps
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🎤🎞️“The one where he Disnefies Customer Retention” with Vance Morris in CX Passport Episode 208🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Vance Morris
1:34 The power of Disney’s systems in customer experience
4:43 How systems create freedom for employees
7:07 Applying big business lessons to small businesses
10:16 Disnefying the mundane to create great experiences
12:41 Turning a carpet cleaning business into a CX powerhouse
13:39 Why Vance moved into coaching
14:43 The cost of new customers vs. retaining existing ones
17:25 College band life: Clamming to afford a hotel
18:37 Marketing lessons from the band experience
19:32 First Class Lounge
23:41 The return to simplicity: Vance’s flip phone
24:38 What price elasticity really means for CX
26:53 How small businesses can justify higher prices
29:19 Tactical steps to improve customer retention
32:36 The power of personality in customer retention
33:52 Where to connect with Vance
If you like CX Passport, I have 3 quick requests:
✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com
✅Leave a review on your favorite podcast app
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Web: deliverservicenow.com
52 Ways To Wow Your Customers Without Breaking The Bank: wow52ways.com
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🎤🎞️“The one with behavior driven CX” with Candy Kothmann Call Center Director at Texas Workforce Commission episode 207🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Candy Kothmann
2:09 Delivering CX in a government agency
3:50 Balancing efficiency and empathy in customer service
7:47 Turning fear and frustration into a positive experience
9:38 Handling crisis calls and law enforcement involvement
12:07 First Class Lounge: Travel, Tex-Mex, and ballroom dancing
16:32 How complaints drive process improvements
19:18 Improving claimant and agent experiences
21:12 Closing 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 cxpassport.kit.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...
🎤🎞️This month’s CX OpenToWork seeker in “The one with profits through consistency” with Tucker Wakabayashi in CX Passport Episode 206🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Tucker Wakabayashi
2:35 Growing up in a CX-focused household
5:17 Choosing customer experience as a career
8:06 Lessons from frontline and back-of-house customer experience
13:23 How customer retention drives business results
17:03 First Class Lounge: Dream destinations and favorite foods
20:49 Creating dual experiences for different customers
23:26 What companies get wrong about customer experience
26:47 What’s next for Tucker in CX
28:36 Where to connect with Tucker
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 cxpassport.kit.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:
Tucker LinkedIn: https://www.linkedin.com/in/tuckerwakabayashi/
Dennis Wakabayashi’s CX Passport episode 68: https://www.buzzsprout.com/1736603/episodes/10653821
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🎤🎞️“The one with the climate of CX” with Jeff Louden Digital Product Manager at The Baldwin Group in CX Passport Episode 205🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Jeff Louden
1:43 From CX Open to Work to New Job Success story
2:30 What CX professionals should focus on in 2025
4:15 Gauging the climate of CX in your organization
7:50 Navigating the open-to-work journey in a shifting CX landscape
10:27 Overcoming the challenges of CX job titles and roles
13:07 The "doesn't suck" standard for customer experience
15:03 Understanding and adapting to organizational climates
18:55 First Class Lounge
23:25 Why bad experiences still happen in business
26:07 Collaborating to overcome customer experience challenges
29:02 Lessons for aspiring product managers
31:27 Where to connect with Jeff
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:
Jeff LinkedIn: https://www.linkedin.com/in/jeffrey-louden/
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🎤🎞️“The one with the psychology of loyalty” with Vinay Parmar Speaker & Consultant in CX Passport Episode 204🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Vinay Parmar
1:19 Why relationships matter more than products in CX
3:25 The three types of customers: One-night stand vs. lifelong loyalty
6:37 The role of trust in customer decision-making
8:18 The psychology behind customer experience
11:24 How emotions shape brand perception and loyalty
12:37 Listening as the key to better business results
14:20 The flaws of traditional voice-of-customer programs
18:25 First Class Lounge
22:35 How companies can truly understand customer emotions
25:43 Turning insights into action inside a company
29:06 Creating sustainable CX strategies through consistency
32:06 Measuring what truly matters to your customers
33:31 Where to connect with Vinay
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:
Vinay LinkedIn: https://www.linkedin.com/in/vinayparmar/
Vinay website: https://vinayparmar.co.uk/
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🎤🎞️ “The one with CX the customer would pay for” Karyn Furstman Founder & CEO CustomersFurst in CX Passport Episode 203🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Karyn Furstman
1:31 Lean Processes and CX: Why it matters
3:40 Embedding CX into daily operations
5:25 Involving leadership in CX transformation
6:18 Where CX should live in an organization
7:51 Avoiding the "CX as a project" trap
11:13 How to succeed without a CX seat at the table
14:20 Tying CX improvements to financial results
17:21 The CX leader as an orchestrator
19:52 First Class Lounge
24:09 Creating real results as a CX leader
27:16 Collaborating with the CFO on CX initiatives
29:58 Leaving corporate America for consulting
31:50 How to connect with Karyn
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:
Karyn LinkedIn: https://www.linkedin.com/in/karynfurstman/
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🎤🎞️This month’s CX OpenToWork seeker in “The one with the posture of learning” with Jeff Harrell in CX Passport Episode 202🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Jeff Harrell
2:44 Why customer experience matters to Jeff
5:24 Crafting relatable experiences with "Big Ass Runner"
9:18 Building a podcast community through connection
12:25 The power of feedback loops in content marketing
16:28 Applying podcast lessons to CX and marketing
17:30 First Class Lounge: Dream travel destinations
24:20 Mistakes companies make in CX and marketing
26:53 The importance of post-purchase experiences
28:20 Jeff’s vision for his next content marketing role
29:30 Closing thoughts and where to connect with Jeff
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:
Jeff Harrell Instagram: jeffharrellyo
Jeff Harrell LinkedIn: https://www.linkedin.com/in/jeffrharrell/
Big Ass Runner podcast: https://podcasts.apple.com/us/podcast/big-ass-runner-trail-running-podcast/id1524865074
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🎤🎞️Create results and bring the worlds together in “The one with the CX bridge” with Sean Cherry Experience Insights at LinkedIn in CX Passport Episode 201🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction to Sean Cherry and CX Expertise
2:02 Leveraging Customer Feedback for Revenue Growth
5:10 The Value of Actionable Customer Insights
8:19 Tying Customer Metrics to Business Outcomes
11:10 Building Relationships to Drive CX Success
16:53 Bridging Product and Service Teams for Better CX
21:06 First-Class Lounge Travel Stories with Sean Cherry
26:26 Getting Real with AI: Challenges and Opportunities
31:59 How to Connect with Sean Cherry
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:
Sean LinkedIn: https://www.linkedin.com/in/sean-t-cherry/
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🎤🎞️Holy hades! We did it! CX Passport Episode 200! Thank you to the great listeners and viewers! Enjoy episode 200 “The one with the scene setting” Michelle Pascoe from down under in CX Passport Episode 200🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction and Background
1:38 The Importance of Hospitality
3:11 Challenges and Benefits of Hospitality
6:10 Creating Intuitive Customer Experiences
9:46 Multi-Generational Customer Engagement
15:32 Exploring Australia Beyond Major Cities
19:46 1st Class Lounge
24:24 Setting the Scene for Customer Experience
31:21 Cost and Implementation of Customer Experience
33:50 Conclusion 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.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 passportEpisode resources:
Michelle LinkedIn: https://www.linkedin.com/in/michellepascoe/
Web: https://www.michellepascoe.com/
The Michelle Pascoe Hospitality Podcast: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
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🎤🎞️Guidance. Influence. Results. “The one with the shepherds of CX” with Rachel Sheriff Chief Customer Officer for episode sponsor Recurly in CX Passport Episode 199🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction to Rachel Sheriff
1:46 Rachel's role as Chief Customer Officer
3:27 Rachel's journey from agency to customer success
6:27 Aligning different teams to deliver customer value
9:45 The unique challenges of subscription-based models
12:09 Building trust and understanding with customers
15:27 Balancing cost of goods sold and business results
18:34 1st Class Lounge
24:30 Defining and delivering customer value
33:46 Trends in customer experience and partnerships
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 Recurly for your sponsorship of this episode.
Episode resources:
Rachel LinkedIn: https://www.linkedin.com/in/rachelsheriff/
Recurly: https://recurly.com/
CX Passport Show Sponsorship Philosophy: https://www.ex4cx.com/blog/2023/3/3/sponsorship
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🎤🎞️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?...
CHAPTERS
0:00 Introduction to Rick Malsch, CX OpenToWork
2:14 Why Customer Experience Matters to Rick Malsch
4:33 Customer Engagement at Harley Davidson: Rentals and Training
8:55 CX Passport Live: Amplifying Event Experiences
10:06 Building Brand Loyalty Through Customer Engagement
14:12 Listening to Customers to Improve CX Programs
19:19 1st Class Lounge
24:15 Four Key Areas Companies Miss in CX
28:38 How Rick Malsch Helps Companies Overcome CX Challenges
32:09 How to Connect with Rick Malsch
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:
Rick Malsch LinkedIn: https://www.linkedin.com/in/rickmalsch/
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🎤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 197
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 2?...
CHAPTERS
0:00 Rick Denton (host introduction)
1:18 Bill Staikos
7:19 Alyona Medelyan
11:44 Kojo Hayford
16:57 Lauren Feehrer
22:11 Adam Scott
28:46 Celia Fleischaker
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...
🎤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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🎤🎞️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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🎤🎞️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'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?...
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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