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 challenges and to hear their Customer Experience stories. In addition, there's always a dash (or more!) of travel talk in each episode.🧳Hosted by Rick Denton, CX Passport will bring Customer Experience and industry leaders to get their best customer experience insights, stories and hear their tales from the road...whether it’s the one less traveled or the one on everyone’s summer trip list.
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
Music: Funk In The Trunk by Shane Ivers
CX Passport is a podcast for customer experience professionals that focuses on the stories, strategies, and solutions needed to create and deliver meaningful customer experiences. It features guests from the world of CX, including executives, consultants, and authors, who discuss their own experiences, tips, and insights. The podcast is designed to help CX professionals learn from each other, stay on top of the latest trends, and develop their own strategies for success.
📖 Our book is here! Get your copy of The Loud Quiet – Love, Laughter and Life in the Empty Nest, here: https://amzn.to/4sC0EV7
© EX4CX LLC. All rights reserved.
CX Passport
The One With the (CX) Pet Shop Boys - Scott Lee Holloway E226 Greatest Hits
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What's on your mind? Let CX Passport know...
Can complaints actually be your company’s greatest asset?
In this *Greatest Hits* episode of CX Passport, Scott Lee Holloway shares his CX journey…from a teenage pet shop employee in the UK to leading customer experience strategy for APS Bank in Malta.
Originally aired as Episode 167, this conversation continues to resonate. Scott breaks down the cost of poor CX, why unstructured feedback matters, and how creativity (including a James Bond-style internal launch video) can drive serious CX results.
CHAPTERS
00:00 The cost of poor CX
02:29 Malta and the road to APS Bank
05:29 Support ≠ inefficiency
08:03 Getting skeptics on board
10:06 Loving complaints
15:52 CX maturity in Malta
18:08 First Class Lounge
23:50 Extracting value from unstructured data
26:58 Building a CX team from scratch
Episode resources:
Connect with Scott Lee Holloway on LinkedIn: https://www.linkedin.com/in/scottleeholloway
Visit Scott’s site: https://www.scottleeholloway.com
If you like CX Passport, I have 3 quick requests:
✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport
✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup
✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport.
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