Rick Denton: 0:05

You're listening to CX Passport, the show about creating great customer experiences with a dash of travel talk. Each episode we’ll talk with our guests about great CX, travel...and just like the best journeys, explore new directions we never anticipated. I'm your host Rick Denton. I believe the best meals are served outside and require a passport. Let's get going. Super Bowl, women's Euro, Formula One Miami Grand Prix UEFA Euro Major League Baseball in London, the NFL in London and soon Germany. That's just a taste of some of the world famous events where today's guest, Matt Lynch of MoonShot, helped ensure a fantastic fan experience. Partnering with those world famous brands, Matt and his team equip the frontline teams at those events, both volunteer and employee to deliver a fan experience worthy of those events. Matt brings experience from the Walt Disney Company early in his career influencing his view on customer guest fan, you name it experience. Beyond the mouse mat shaped fan experience inside of Major League Baseball, the College Football Hall of Fame, and the iconic Wembley Stadium in the UK. What intrigued me about Matt is most of this experience deliveries done through others through those employees and armies of volunteers at these events. If you've got a company where you're wondering how to equip and excite your team to deliver great customer experience, you'll want to learn from Matt today. It's taken a while for Matt and me to connect because he has been all over the globe lately. That kind of global experience collection warms this hosts heart. When I spoke with Matt last he was enjoying a well deserved holiday in northern Spain. It's almost like Matt could be the poster child for CX passport all about customer experience with a dash or in Matt's case. A heavy helping of travel today will be fun, Matt, welcome to CX passport.

Matt Lynch: 2:04

How you doing, Rick, thanks for having me. I'm glad to be on. And I know we've been trying to make this happen for a good while

Rick Denton: 2:11

it has. But all that means is that it's just going to be even that much more satisfying, just like a meal delayed or an experience delayed here, we had the chance to finally have it. And listeners, I know it's an audio only podcast. But I will tell you that Matt already as his background has the 2022 NFL kickoff and the training associated with that as his background. So even as I'm looking at Matt today, he has got the next great event already queued up. But Matt, exactly all of those amazing events, all those great fan experiences. Before we get into it, I'd love for you just to start off by giving us a sense, give the listeners a sense of what does MoonShot do.

Matt Lynch: 2:48

Yeah, we're really a frontline staff training and engagement company. And we probably work on, you know, five or six projects a year working with organizations that really understand that their frontline is their connection to their fan or their guest, or whoever their customer is. And so we we look for those organizations that want to really empower and drive purpose in their frontline. And we work with those organizations, and we're really lucky to do what we do. And we, like you said, we get to travel a lot. You know, probably this last year after the pandemic has been more travel than I've ever had. And I think even when I worked at the Atlanta Braves, you know, and didn't travel all in my position there. You know, you think, Oh, I'll be great to travel. And then you start traveling and you're thinking, oh, man, this is, you know, I'm on a plane, I was on a plane once going to, to Miami for Super Bowl training there. And on the plane back, which was like a day or two later, I had the same crew and they were like, they looked at me, I was sitting in the same seat. And they looked at me like hold on a second. Were you on the plane over? You know, it's really only in Miami for 24 hours. And I live in London. And they looked at me and I looked at him and it was it was bizarre. But yeah, this last year has been been quite a wild ride of travel for for work and connecting with, you know, the our clients who really have that connection and understand and a lot do that the front line is their, their brand or their product or their emotional connection. And so yeah, that's that's really what we're all about. We're all about the frontline staff. And like you said, we understand that who's really making that connection. And so we focus on that.

Rick Denton: 4:40

I think that's you said something there that's pretty interesting in that as certain brands, certain teams, certain entities have recognized that and that's true not just in the fan experience world, but in any sort of customer experience world and what I love is that those who have recognized it, do create those great experiences and We'll continue to talk more about that, although I did have a chuckle as you're describing that. And I realized I didn't mention to the listeners, in spite of Matt's very us accent. I'm talking to Matt in the UK right now. So when he's talking about all this travel, it's from London to Miami. It's from London to other parts of the world. He is definitely all over the world. And that would be some kind of a surreal experience to see the same crew. And I can imagine they gave you that furrowed eyebrow of why did you leave the plane? What's wrong here? Do you really really enjoy flying across the water so much, but I imagine that was a bit of a surreal experience to even not have a jetlag for that moment.

Matt Lynch: 5:37

Yeah, I mean, I, I've never had that experience before. And I don't probably think they've had that either. But at the same passenger in the same seat, you know, they have their day off, and then they're back on the planet and the same passengers back, they're ready to go back home or wherever they're going to next.

Rick Denton: 5:53

Let's talk about that, that delivery of the experience, and it is through those armies of volunteers. And I really want people to really sit here and think about how many volunteers it takes to create a great experience for something, even for a solo NFL game. But imagine for a women's Euro with all of those amounts of people, and we're talking about these multiple event locations. So how are you helping create this quality fan experience when it is so distributed, and so reliant on that huge volume of frontline volunteers?

Matt Lynch: 6:30

Yeah, I mean, there, there is definitely a formula for it. And I learned that formula back, you know, when I was 19 years old, and went to work at the Walt Disney Company, as a college program, intern, and, you know, first day and I tell this story, actually, in a lot of my training to volunteers, or frontline staff, and they say, We don't want to talk about what your functional role is going to be running a ride or picking up trash, or whatever it is you do at the Walt Disney Company, we want to talk about what your purposes here, and, and how you can create this experience for our guests that spend a lot of money and travel very long distances to come to Walt Disney World. You know, and it is very purpose driven. And so that's something I learned then. And it is something that has been a part of my career when I worked within organizations to drive, you know, drive experience, or drive emotional connections are delivering on those. But now, you know, developing programs for other groups, you know, volunteering large major events, the NFL, Major League Baseball, it is about purpose, it's that's what people want. You know, I know, purpose is a big word. Now, and a lot of people use it, but it's, it's real, it's real. And people want to be purpose driven. And especially in the volunteering world, people are looking for a number of things, they want to create connections with other people, they want to build their build their network, but they want purpose they want, they want to have a purpose in what they're doing. And, and so our programs are very much driven by purpose, and we work with our clients to define what that purpose is, you know, sometimes it's very focused on what the tournament it was all about, like at the Women's euros. You know, this was about legacy. This is about legacy. And actually, it was like a movie how the women's Euro played out. Yeah, this year, with England winning the tournament, it was based in England, you know, the tournament was hosted here in England, and we are working for the FA and, and UEFA. To get volunteers ready to be purpose driven, first be purpose driven, then then learn all the other things that are important to the experience when it comes to the guests or the fan or, or the visitor whoever you are engaged with and volunteers are everywhere. They're on the city streets, they're at the stadium. They're everywhere. So you just never know what type of question you're gonna get asked. But again, if you're purpose driven, you're you're going to deliver that experience for whoever it is you run into, that might just be looking for the train station, or maybe they're looking for the stadium, but you just don't know. And so it's very much important, very important to focus them on more of a purpose than than a functional role of you know, you're going to be a Wayfinder here on the corner of you know, wherever heading to the train station, that type of thing.

Your CX Passport Captain: 9:22

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Rick Denton: 9:48

And that I would imagine that purpose part of it. Obviously inspiration that you're describing there, but elevating above exactly that, that it's not just this tactical function Hello. Guest how Hello, fan, hello traveler from another country, here's how you get to the train station Thank you check. But instead, in your own mind thinking I have just helped this person be a part of this larger event, this part of the special story that is being created collectively, across the women's Euro, for example, or even an individual game, the story that has created that volunteers helping that come together and it reminds me all the way back in high school. So I was a runner, I guess I still am a runner. But I don't really do a lot of events anymore. My knees don't really like that anymore. But I wasn't old enough to run a half marathon in Austin, Texas, they actually had age limits back then if you can believe it clearly not the case now. And so I wanted to be a part of the half marathon there and Austin had had just gotten started. And because running was a part of my life, I enjoyed the chance to participate. It was fun. I don't remember a whole lot like I mentioned, it's high schools a long time ago, but it was a lot of fun. The fun is what I remember. And I just want a high school kid. But you're dealing with 1000s of volunteers that you're trying to inspire and excite and be on purpose. I'm sure you just want them to have some fun. So when they have a great experience, they can deliver a great fan experience. How do you create that great experience for those volunteers? So it's fun, or delightful or insightful or purpose driven? What does that look like?

Matt Lynch: 11:21

Yeah, I mean, you know, we pay, we play a small role and the bigger volunteer experience, but we do play an important role of designing and delivering the usually the first time all the volunteers come together, you know, and sometimes it's, you know, it's called a kickoff. Sometimes it's called a, you know, a rally some you know, it's called different things. But, you know, the first time they all come together, it's important that we do create that experience that we're given those warm welcomes when they arrive, that the space itself is comfortable. And we we often if we don't talk about it, we definitely are thinking about it, is we look at the you know, the Maslow's hierarchy of needs, right? What, what are those basic things that these people are going to need. So we get we get those those, you know, the our safety and, you know, water and restroom facilities, the basics, right, because nobody feels comfortable in these types of environments, if you don't know that the basics are covered already. And then we bring a lot of fun, we bring a lot of fun, you know, we use this tool called Mentimeter. It's a quiz. It's a quiz tool, we use it every week, we just use it kickoff training for the NFL, on Saturday night, you know, just to bring a little bit of fun, get people relaxed. But the tool also brings a lot of other ways of gathering feedback, live feedback during the session, like what how do you think that you can be purpose driven as a volunteer and the their feedback pops up on the screen. And so you have live live feedback going on. So you got to bring the fun, you have to also make sure that each one of them knows that, although they're volunteering, and they're giving their their time for free, that they do have a role to play, they have a functional role, but also we want them to be purpose driven. So just because you're giving your free time doesn't mean that you don't have an important role in the overall, you know, the overall tournament or the experience or whatever it is. So bringing fun to their experience is really important. And we did that. I mean, I think in the women's heroes training, we had a number of different challenges going on throughout the session, they had individual challenges, they had team challenges. And so we really wanted to bring that teamwork, and build connections with other people and problem solving. And create something where they left at the end of the day. And they said, you know, that was a lot of fun, I met so many new people. Now I have people that I can connect with which we often say in our sessions like it, this is the time now to meet a couple of people that you can rely on when you show up here for your first shift because we all do as humans, we want to have connections with other people, especially when you're in a volunteering environment. know a couple people that you can make eye contact with and you can, you know, feel a bit more comfortable in your space because you know, some people you know, Jane, you know, Jim or you can go over and say hey, how are you because you met them in training and now you feel a bit more comfortable around them. And maybe they're on your team and now you're out now in an environment where you're serving other people and you're and you're helping other people use feel a bit more comfortable and when we all feel more comfortable in our environments and we can we actually can create connections with other people but if we don't feel comfortable, it is very much and it is very more difficult to do that.

Rick Denton: 14:48

I like that the the idea of your basics, your fun and your comfort level so that you've built those connections. And that's got to translate then into the fan experience and I've been to events like this It is amazing these armies of volunteers, how they are some of the most upbeat people, and how they contribute, like, truly contribute to my overall experience that that was fun because that person that guided me from parking lot to entrance was a lot of fun. And yeah, there's been times that I've had the alternate experience where you're like, why is this salty person here, this is not the place for you. But it exactly that I have to imagine that what you're describing the basics, the fun, the comfort, the connection, all that translates into their ability, their ease in then being able to provide a great fan experience.

Matt Lynch: 15:34

Yeah, I completely agree. It's making people feel comfortable showing a bit of kindness and appreciation, kindness, and, and, and it goes a long way. You can't expect them to be kind and, and connect with other people when you're not connecting with that.

Rick Denton: 15:49

Yeah, and so much that you and I are talking about fan experience. But I know listeners are sitting there, even if they're not in the fan experience based on exactly employee experience, if I have a contact center, if I have a sales staff, if I have whatever, even financial finance team, if I've created a great experience for those employees, they in turn can then create a great experience for their customers. And the reverse is true as well. If I haven't created that environment, they're not gonna be able to do so. Now it's one thing to talk about this in the ivory tower aspect. And all the companies that are hiring you that are bringing you in these massive sports and entertainment brands. They want that experience to be a great one. And if you just came in and dropped a few CX platitudes on them, some employee experience nuggets and in this ivory tower, theoretical boardroom type style. Yeah, that's one. That's one approach, and we probably seen it, but you get dirty, you actually get down there in the operations, you're that operationally focused. How do you get out of the boardroom and really into those frontlines?

Matt Lynch: 16:45

Yeah, I mean, we're really lucky on most of our projects, we are on the front line. So it's not just about going in there and delivering the training and disappearing. Yeah, it is very much. When you're on the front line. You know, I think the term Chick fil A uses a lot. It's about servant leadership. And I think that's what it's all about, you know, it's all about getting down there, it's about being a part of their experience, making sure that you're checking in on them. And you know, you're, you're managing some of those Maslow's hierarchy hierarchy of needs, you know, just little small stuff that really make a big difference. So it is important for us and our team and a lot of organizations, you know, they they will do the training, they will then be finished, we sometimes our projects, do that because that's what the client wants. But we'd much rather be on the ground, when the tournaments going on or at the Super Bowl, or at the MLB London series, or whatever the event is, and be a part of the volunteer experience or be a part of the frontline experience made a Super Bowl every single year since we started working on that back in Super Bowl 53. In Atlanta, we're on the ground at two o'clock in the morning, usually, Super Bowl Sunday morning, we're the first people there to welcome our first teammates to the stadium. And that's that's a big deal. That's a big deal. You know, you have chefs coming in, that are coming to prep all the food for the fans that won't be eating for 10 hours from then, and you're there to welcome they then say good morning, can I get you a cup of coffee? There's somebody from the NFL, us. And the NFL understands exactly why that's so important. And again, why we work with certain clients and some clients we don't work with because it is that attention to detail. When it comes to the staff experience, the frontline teammate experience knowing that yes, we need to be there two o'clock in the morning to say good morning, have a cup of coffee or some doughnuts there for these these staff that actually probably won't ever see a fan today, because there'll be behind the scenes, there'll be in the kitchens, there'll be in the security areas, there'll be down a dark concourse. But the the the NFL know how important that role is because every buddy counts, and everybody has an impact on the fan experience, no matter if you're, you're there at the gates when Superbowl fan starts arrive or if you're in the kitchen, prepping that food. So, you know, they these things matter being on the ground, being frontline showing that that you're there, and you're there to support and whatever weight you need to support is what we're all about

Rick Denton: 19:33

that we could almost do an entire episode maybe an entire series about what you said there. Because not only are you talking about that employee leader, employee experience, and showing that you're there for the volunteers and that you're participating, you're down there, you're not just sitting up in some office, some HQ kind of thing but you're they're involved, you're in the front line, but then that other thread that exists in there of even if they never see a fan and Helping them understand how their experience their prepping of the food. And what is going to be consumed later is so vital to fan experience, even if they never see or interact with a fan. I love that part of it. And helping them because we talked about a lot, helping non customer facing roles, understand their impact on the overall customer experience, you're doing it right there in every event, being able to provide that employee experience for a role that may never ever see a fan. You mentioned being there at two in the morning. And I imagine there's been a lot of times that you've been there too in the morning. And so as we joked about that, it's taken us a while to connect. And we finally did connect when you took five weeks in northern Spain. Five weeks, that sounds amazing. I would love to just sit here and think about how relaxing hopefully that was, after all of these events, all these 24 hour trips to Miami, tell me what it was like, tell me what northern Spain was like to spend five weeks there.

Matt Lynch: 21:02

It's lovely. I mean, it's, you know, again, it's something I can do, because of the work that I do, in, you know, my everyday purpose driven life, that I can then go spend, you know, five weeks in Spain, and here in England, it's very different from the US when it comes to kids summer schedule. So my kids, my two boys only get six weeks of summer holiday. Okay, so we spend and we have really, since I left Wembley, five years ago, we've spent every summer in Spain, and I still work, try to work from there. And you know, it's the set the scene, it's this very small village, it's called crochet, it's probably has, you know, 20 houses that are all connected. It's in a valley, no one speaks English, everyone speaks Catalan. So we work through that our neighbors deliver us vegetables almost every morning from their allotment, you know, tomatoes and peppers and other vegetables that we will eat that night, you have a completely different diet, you know, we, you know, we eat so many olives. And we it's just, it's just a completely different lifestyle for about five weeks. And it's in my in laws have a kind of this farmhouse that is one of these houses that are connected to these other 20 houses. And so we have more space to kind of have our own space, because in London, our flat, which I'm in right now is probably like 580 square feet. Yeah. So you know, there's four of us. And so having a bit of space, it's, it's sunny every day. Oh my gosh, that sounds awesome. It's, it's just very different. And so we we very much enjoy it and we drive there. So we drove, you know, you go across the, the the Euro tunnel underneath the channel, and then drive the whole length of France. And then we're about an hour inside of the Spanish border just about an hour and a half north of Barcelona. So it is it is very different. There's no doubt about it. And we're now back and I'm looking out the window here and it's it's quite windy here in London. And I didn't see many clouds when I was in Spain

Rick Denton: 23:29

that that sounds just spectacular. After a trip like that, you know, a lot of times I talked to guests and you know a trip like that you need some time in the first class lounge you were basically in a first class lounge for five weeks. It sounds wonderful, but I imagine on some of your other travels at that Miami trip or any of the others, there's probably at some time that you'd like to escape and get into the first class lounge. So yes, let's take that moment here. Join me here in the first class lounge and move quickly and have a little bit of fun. What is a dream travel location from your past?

Matt Lynch: 23:58

I'd probably go back to Italy. I mean, we you know, Santorini I love it and we actually just bought a house in Italy that's you know, one of those old places that needs a complete rehab. So we're hoping to spend more time in Italy but Italy you know, Santorini down there in the south is just it's just beautiful.

Rick Denton: 24:19

That sounds fantastic. Italy is one of my favorites so we did a video thing in a group that I was in and it was you know money were no object where would you be and almost universally is about 80% said Italy mostly Tuscany but just Italy in general people were wanting to to end up there. What is a dream travel location you've not been to yet.

Matt Lynch: 24:41

It's going to be Australia for me. And it's been my wife went there. She did around the world trip when we were much younger before we got married. So she went off and did it and went to Australia and spent many weeks in Australia but yeah, I think Australia is is kind of where where that trip would be And hopefully, that will happen. And I'm hoping that we'll eventually get a client down there to work with or if not, we'll, we'll have to go. We'll have to go. You know, eventually, but yeah, Australia is is the place for me.

Rick Denton: 25:14

We'll try to see if we can get this podcast amplified in Australia CEA get some Australian rules football interested in mugshot, right? What is a favorite thing to eat?

Matt Lynch: 25:27

Well, I mean, I've been in Spain for the last five weeks, right. And, you know, hormone, which is ham. I mean, it's just off the chain, and, and olives. And you know, they have special potato chips there that we just had some actually brought some back with us. I just had some work for God on this podcast. So it is a favorite of mine right now. But otherwise, it's pasta. I love I love pasta.

Rick Denton: 25:53

Oh my gosh, it is only nine o'clock in the morning here in the US where I'm recording you. And now you've made me so hungry for those kinds of foods. This is I always make a mistake and recording this podcast when I'm hungry. Maybe this will help what is the thing your parents forced you to eat, but you hate it as a kid.

Matt Lynch: 26:11

This is very easy. And I tell my kids about this all the time, and they asked me to stop telling them about it. My mum's from Ireland. She grew up in a thatched house, which you showed us when we were younger. And I think it was like every Tuesday night or Wednesday night. We used to have liver wrapped in bacon. And and I still have nightmares about that. Liver wrapped in bacon. I mean, the bacon is nice.

Rick Denton: 26:39

It's where you need a pet. Take that bacon off and just feed the liver to a pet right?

Matt Lynch: 26:43

Yeah, there's no question that it was wrapped in bacon. That was the worst thing. But you know, that, that my mom I'm sure I've never asked her I'm sure it was a, you know, a delicacy in her house. Right? It was growing up in Ireland. And yeah.

Rick Denton: 26:58

And again, it's an audio podcast. But for the listeners, I can tell you that Matt almost had sort of this ashen look on his face as he was recalling the memory. So it definitely brings back some some interesting memories. My mom was a liver and onions fan. Now she didn't force it on us. But I am glad to see that that has fallen out of favor. I don't know a lot of folks that are having that dish anymore. With all of your travels, Matt, what is that one travel item not including your phone that you will not leave home without?

Matt Lynch: 27:28

Yeah, this is an easy one to I mean, I've always struggled. I'm six two, I've always struggled to sleep on on planes. But I think I've finally figured out how to do it. And it's a sleep mask for me. You know, sleep mask and ear your buds that go into your air. And that usually works I don't I do not leave London on an international flight if I do not have my my sleep mask.

Rick Denton: 27:59

Matt, you've had this experience that has given you this just wide it is a deep wealth of understanding of what makes a great fan experience. But that's the past the present. But things change desires change ideas, change, actual experiences differ even in the same event for a particular fan. So I'm curious, how do you capture that voice of the fan, both to know that the experience delivered was a great one. But then also, what other ideas your fans might have for how you can improve their experience in the future?

Matt Lynch: 28:32

Yeah, this is an interesting question. I had this conversation a few days ago with a potential client about who our customer is to a certain extent. And you know, we have a client, we work with a client, but really our customer is the volunteer or frontline staff member, then their customer or their client is the customer, the actual fan. Sometimes we have that straight connection right to the fan. But usually it's it's the word kind of that in between group that's working with a frontline staff member then then has the opportunity to have the impact on the end fan. And I think usually for us, in some instances, you know, our clients are measuring these things, the NFL measures, you know these things, what impact our teammates, which what we call our staff or frontline staff and for NFL events, what impact are they having and so they you know, they do surveys with with fans at Superbowl or Pro Bowl or the draft to look at certain behaviors, you know, our teammates delivering on engagement or friendliness or knowledge, these types of things that we know are important for the overall fan experience in that in that event. You know every event is very different. Like I said the women's euros is very much about legacy. And that was kind of our key focus for our volunteers is how are you going to leave your legacy on this tournament through your actions and behaviors, for that connection that you're going to have with that that kid who never thought about maybe playing football, either a girl or a boy. And now they're thinking, hey, maybe I'll try this. Now, maybe I'll go join my local team. So really, for us, it's about listening. You know, we work in England a lot in volunteering. And we run into a lot of the same volunteers. And they will give you feedback if you ask them. And I think getting that feedback from them, asking them, how could we have delivered a better session from a training perspective? How can we be better leaders? What could your leaders be doing to help and resource you and give you the tools you need to do and deliver on a great experience, I think that's what what we do and try to capture. Again, it's not, it's not always something that can be put into some type of metric. But again, it just depends on where we're where we fit into the overall operational model, whether or not we're actually talking directly to a customer, or we're talking to a staff member who then has that connection with, with a customer. But I think, you know, listening, having conversations are still so important. And you know, maybe you won't have a metric that pops out of that, but you definitely will have some, some opportunities for improvement.

Rick Denton: 31:33

Two things, there will be actually more than two, but two that I'm going to mention here that really hit me in what you said there is, if we ask them, they'll give us feedback. And I think so many companies, I'm just gonna use the generic word companies fail to engage their frontline and your case, the volunteers, the employees, the ones that are out there on the frontlines, but failed to engage them. Because guess who knows the end customer best, the frontline. And for some reason, that is a treasure trove of information, customer insights, that is just not tapped into. So you saying the phrase, if we ask them, they get the feedback? Absolutely. So creating those moments or those processes, if it's repeatable, to where you can get that in? And that just that particularly really sits on the in the second thing was, yeah, maybe you can't get a metric on it. Exactly. I think there's so much obsession over a number and a metric because it's easy to put up on a chart and people can look at it and it winds up Yay, it goes down cry, you know, but the richness comes from the the non metric insight and the conversations that are had and what you're learning from that. Man, I love ending on that we're actually out of time. I can't believe it. I there's so much more that I'd want to ask you about. But I do want to close by just asking how can people get to know more about moonshot? How can people get to know you? What's the best way to get in touch?

Matt Lynch: 32:48

Yeah, I mean, we're really active on LinkedIn. So MoonShot just search us up on LinkedIn, or our website is www.Mshot.co just dot co. Because we're running out of.coms In this day and age. So yeah, Mshot.co is a great way to connect with us. And yeah, we again, a very, very purpose driven organization, and we work on projects with clients that are also very purpose driven. And that's, that's what we're all about.

Rick Denton: 33:19

Awesome, man. I'll get all that in the show notes. So listeners, you don't have to stop down and take a note, just scroll down and take a look. And you can click right through there and get access to moon shot and learn more. Matt, thank you so much for the insights you shared. Thank you for helping me learn a little bit more about fan experience and a little bit of twinge of jealousy when it comes to these really, really cool events that you had been associated with. But the real jealousy comes from the thought of that wonderful five week experience there in northern Spain. Just sounds delightful. Matt, thank you so much for your time on CX passport today.

Matt Lynch: 33:48

Rick, thanks so much for chasing me down and US connecting it's been great a great experience.

Rick Denton: 33:57

Thanks for joining us this week on CX Passport. Make sure to visit our website cxpassport.com where you can hit subscribe so you'll never miss a show. While you're at it, you can check out the rest of the EX4CX website. If you're looking to get real about customer experience, EX4CX is available to help you increase revenue by starting to listen to your customers and create great experiences for every customer every time. Thanks for listening to CX Passport and be sure to tune in for our next episode. Until next time, I'm Rick Denton, and I believe the best meals are served outside and require a passport.