đ¤đď¸Up up and away! âThe one with the people heroesâ with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? Whatâs 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
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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 Website: https://www.isolvedhcm.com/
Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/
CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
TRANSCRIPT
Celia Fleischaker: 0:00
If I can have a happy employee that's gonna refer me a candidate, I can fill that position in less than 30 days instead of the norm which is 55. Maybe I don't have to fill that position because I'm I'm retaining talent. People always talked about the war on talent. Well, the best thing is if you don't lose your talent
Rick Denton: 0:21
You're listening to CX Passport, the show about creating great customer experiences with a dash of travel talk. Each episode weâll 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. CX passport travelers Welcome aboard. I want you to buckle up, I want you to enjoy a pre flight. Bevy as I tell you about our next guests. Our next guest is a seasoned marketing executive with a track record that speaks volumes. With over 20 years of experience in developing go to market strategies for Business to Business Technology organizations. Our guest has left an indelible mark on the industry. Today's guest Celia Fleischaker currently serves as the Chief Marketing Officer at isolved, a people first human capital management company, and the sponsor for today's episode, Celia leads the marketing organization shaping brand demand generation channel and product marketing and solution strategy all in order to help clients create employee experiences that truly matter. We all know what it means for customer experience as well. Celia is a trusted cmo having previously held the role of variant where she spearheaded the development and execution of marketing and go to market strategies. And before that IT pros driving AI powered SAS pricing solutions to optimize every shopping and selling experience. During her two decade career at Epic color, Flash shaker held numerous leadership roles in marketing, including the head of corporate marketing and senior vice president responsible for global Field Marketing before becoming CMO. You know, they asked you in school what you want to do, and the classic youth answers doctor, lawyer astronaut pop up. Those weren't Celia's answers. Somehow Celia knew early on that b2b Tech was what she wanted to do. And you can tell from her decorated Tech experience. All right, the Texana me maybe exaggerate just a wee bit as far as when Celia knew this, but b2b Tech is in her blood and has been her career life. Let's explore that and the world of experience in general as we spend time with Celia. Today, Celia, welcome to CX passport.
Celia Fleischaker: 2:46
Great. Thanks for having me. I'm excited to be here. This
Rick Denton: 2:49
is fun. And this are Friday recording, we've got the weekend vibes already starting to leak in a little bit. So have a little fun with this. You had said something to me when we met earlier, it intrigued me you actively seek to blend the worlds of marketing and experience? How did that focus come about? And how are you looking to do that at isolved? Today?
Celia Fleischaker: 3:12
Yeah, it's something that I mean, you've seen the industry change. And as you kind of mentioned in the intro, I've been in the marketing game for a number of decades, that's it makes me feel so old, but it's true. And and I think the experience and marketing coming together, they've really started to blend especially over the last, I'd say, five or so years where you've seen more and more the brand that a company has is synonymous with the experience that their customers have. And so I do think they deserve to be in the same sentence. And they really impact each other. And I saw what I love, one of the things that really drew me to this is it's all about the employee experience. And what we've seen recently is from an employee perspective, and we did some research on this, when we asked them about, hey, this your experience you're having with your company, does that impact your customers, because people always kind of throw it out there. Yeah, employee experience impacts customer experience. So we asked just directly and they said 90% said, Absolutely. If if the employee experience isn't living up to our expectation, yeah, it impacts how we're going to treat the customers, which is I mean, it's good and bad, right.
Rick Denton: 4:30
Oh my gosh, well, you know, you're right. That's a phrase that I've thrown around. I thought you can't deliver a better customer experience than what you provide an employee experience. And it's really easy to say but to see that and hard numbers. That someone's saying, yeah, no, I'm gonna know. Let me correct myself. I bet you no one says I'm going to do everything I can to piss the customer off because I've had a bad day. You have at least my days do affect how I treat the customer. It does
Celia Fleischaker: 4:58
and I think that's where A lot of times you will talk with, it depends on who you're speaking with, you're speaking with a head of HR, someone that's responsible for payroll, and they're concerned really concerned, they want to make that experience. So important, if you're talking to a business owner, most, again, do want to make it but they also want to understand, I want to know what the why it's so important. And I want to make my employees happy. And that's, you know, very important to me. But I also want to know, it matters from my bottom line that the investments I'm going to make here are going to make an impact on my organization and the metrics I have to deliver. And I think that correlation between employee experience and customer experience is one of many ways that it hits the bottom line.
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Rick Denton: 6:06
Well, let's let's talk about employee experience a little bit, I want to go back, we need to remember to go back to bottom line and talk about this because listeners and viewers know that I talked about tangible business value because otherwise it's just fluffernutter. Right? If he doesn't tangible business value, what's the point of any of this? But let's start with some definitions. First, when you hear employee experience, in general, it's used so much, well, when it gets used a lot, it tends to lose some of its definition there. It's just got a different meaning for you, for me for someone else. And then it can even just become a phrase. So what does employee experience mean to you in this context?
Celia Fleischaker: 6:43
For me, it's how the employee feels about the organization and in the role that they're in. And it's something that I look like to look at, we like to look at from the time they're a candidate with that organization, even before they're actually an employee, all the way beyond when they become an alumnus, right, like, what is their experience? How are they feeling about that organization, throughout every stage of their lifecycle with a company, is how we kind of define it. So it's a pretty broad definition. And then within that, you know, there are different things you want to look at each of those stages. A lot
Rick Denton: 7:23
of times we'll hear things like employee experience, well, you know, do we have the nice pool table or the lunches or that sort of stuff? And you're talking about No, this it's the journey, it's the from? Even Do I even want to consider being recruited by or am I going to even pay attention to that? That brand from my next job? Stop? Yeah, yeah. That alone? Yeah, exactly. So
Celia Fleischaker: 7:43
you're, you're starting and you're looking for a role? I mean, what's the first thing we do when we're looking for while I'm out on Glassdoor reading what their employees are saying about their experience, right? I'm talking to friends that I know via LinkedIn that might work there to understand what it's like. And so that says, a candidate where it's coming in, and then as you as you apply and things and I think what's really interesting is get people like it was at the pool table, you've got the good snacks in the break room, like what is it that's happening? What do you have to work in the office or at home? But, but as a business owner, when I'm thinking about it, or a head of HR, I'm thinking about, if I can have a happy employee, that's going to refer me a candidate, I can fill that position in less than 30 days instead of the norm, which is 55, right? Like that to me huge. And then maybe I don't have to fill that position. Because I'm retaining talent, people always talk about the war on talent. Well, the best thing is if you don't lose your talent, and so keeping them on board is so important. You just
Rick Denton: 8:43
talk like that right there. That is tangible business results speed to fill, and I'm not as well versed in my recruiting metric names and that sort of stuff. But getting that role filled, has to be an actual tangible dollar amount that can be calculated, talk to me about that employee experience to tangible business value that you were talking about earlier, exactly
Celia Fleischaker: 9:03
what you said. So to fill a position can cost 1520 grand, it can cost more, depending on what that role is. And so and then you start thinking about, I've got to retrain, I got the time where I don't have anyone in seats. So there's just that costs a second you have someone resigned, how am I gonna get that filled and get that person up to speed. And then it's how it's a game of how quickly you can get a good person on board. And so when I was talking about in general, I mean, what we've seen is like 55 days is around the average of what it takes to fill that seat. But if I have a happy employee that tells me so and so might might want to work here refer someone when you know, you've already got someone that this employee saying I want to work with them, I want them to be in this team. And then it takes less than 30 days so you're cutting that time almost in half. And so that that to the business filling faster filling with someone that's likely going to fit the role. really well, you know, you're gonna have a fit that works with other employees. I think that's it's it's pretty exciting. And and so that that all comes back to the experience that your employees are having? Do they want to refer people? Do they want to bring their friends into the is the NPS we always talk about with customers, right? Would you recommend this company to a friend, same thing about an employee. And
Rick Denton: 10:27
we're spending our time talking about recruiting, there's a whole element that I think would merit an entire other podcast. But what we were joking about a little bit of a good employee experience that is directly attributable to customer experience as well. And then there's a value associate with customer experience. I'm gonna pause on that. We'll see if we got some time. I don't know that. You and I may have to talk again on another episode, because I want to get to something that I had seen where I called released. It's, it was its fourth annual HR leaders research study. And there were two questions in there that really caught my eye. It was right at the beginning, I was just reading through it. And the first question was, why have employee expectations for the experience they have at work gotten out of control? But then I saw right after that the question of why haven't employees expectations for the experience they have at work got out of control? I love the the the yin and yang, but the both sides of that question, What intrigued you would you saw the results of those questions?
Celia Fleischaker: 11:29
I think, I think what I was really pleased to see the HR leaders don't think things are out of control, they actually think employee expectations are pretty much in line. So over three quarters of HR leaders that we talked to said, You know what, now they're not out of control, we we prioritize employee experience for the reasons we've talked about, it's good business to have a good employee experience. And so the things that employees are asking about in terms of their benefits calm and what they want, in terms of work life balance are all reasonable things that they should be concerned about. And HR leaders are saying, you know, we want we want to deliver that good experience. We want to deliver fair, competent market, you know, like, those things are important to us, we want an engaged workforce, because we know if we have that so many other things fall into place. So I liked that I you know, and then you do have almost a quarter that said, Well, maybe you know, they are out of control. And people are there's a yin and the yang, like you talked about we talk about this, this pendulum of things swing in the workforce from maybe the employee side to the employer side, and there are a lot of them. Sometimes it's just perceived misalignment versus true misalignment, you find that HR leaders tend to be that balancing force that bring us together and say, Hey, this is what we really need. And that works for the business. And it works for the employee where people work has been a big source of, you know, frustration, depending on who you are. We were all at home during COVID. And except for certain industries. And then we all started to come back or have a hybrid environment. There were some employers who said, a mandate, which was the word no one wanted the other but many did. And I think we're finally kind of settling into this flexible work environment where people are working, where it's suits the employee well, but also what works for the business. I think that's, you know, that's part of like finding that middle ground. And that balance when people think about expectation is it's never going to be 100% One way or the other. But there's typically if you peel back the layers of the onion, there's there's something that works for both the business owner and the employee. That makes sense.
Rick Denton: 13:43
It does. And we're talking about expectations here. And then that sense of, you know, if, if the employee expects I should have the total freedom to work from home the entire time, and the employer expects know, you'll be hybrid, well, then there's a collision there. And I want to explore that gap a little bit. First, though, have you seen that there's a principal and customer experience? Let's take a banking customer. And there might be a bank that said, Well, hey, look, our experience is better than the five banks down the road. So we're doing all right. And actually, that's not the case. A customer doesn't compare the bank to other banks that compares it to their best experience, their best hospitality, their best restaurant, their best travel experience, whatever that might be. Are you seeing some of that and employee experience as well, where the employee expectations around experience are actually informed by their expectations around customer experience?
Celia Fleischaker: 14:36
I think the employee expectation for experience gets formed from a lot of factors agree that it's not just compared to the last role they had at a different company they experienced and the expectation is for by what's available to them from a technology perspective externally and in their day to day lives. I mean, you see a lot of one of the things when we look at employee experience now expectation, we look at it generationally, right? Because there are generations that have grown up with very consumer friendly tech and the ability to self serve them, you know, with the knowledge that they want and need. And they expect that when they go into the workforce, and so there's this expectation around technology. And this gets into the misalignment that's perceived and maybe not real, as we talked to HR leaders, and they were like, look, we spent half our day answering just basic questions about benefits and pay and this quick, quick hits, but it's taken four to six hours a day. And then you're talking to their employees, especially in younger generations is like, Why do I even have to call and ask like, Why did and so like, we've got a virtual assistant now and people couldn't get on the and ask the question gets served up the answer. And everyone's happier. Oh, my gosh, yeah. And then but it is that from your world experience, not just work experience. That's
Rick Denton: 15:59
a great I hadn't even thought of that. Because I know that I've experienced Well, actually, as a consultant I've experienced when you go to a client, and there's a set of archaic and very difficult technology experiences just trying to help serve that brand. Then imagine as an employee, you're like, wait, no, why can't I bring my device? You know, that's one of those. I love, though, that you brought that that the technology component around benefits and that sort of stuff. I imagine you've got some stories there. That where there was a gap that existed between the employees expectation around experience and what they were actually experiencing? How have you seen technology bridge that gap successfully? What are some stories that you like? Yeah,
Celia Fleischaker: 16:36
I mean, I think that when I just talked about self service is a big one, we see that a lot, where you find out that hey, this technology can help relieve things for the HR team, but at the same time, you're the self service is giving employees exactly what they want. We see that from a learning perspective, with a lot of the there's a real need out there for people want to stay fulfilled. One of the ways they stay fulfilled is they're engaged in their learning, and they're advancing their career. And so being able to serve up content in a content library that really can help them they can self select, it's a skill sets that they want to build that they can get prepared for them next role, we're seeing technology help them a lot from that perspective. I think AI comes up a lot. And again, talk about misperceptions. But for AI there, there's a both a fear of it, because it's unknown. And there's also a need to embrace it because we find it is one of those things from an analytical perspective. And that people can get these insights that they've just never had to help drive the business. AI is going to help them solve for some of those more administrative tasks that they've been doing and really open up so they can be a more strategic force inside the organization as as an HR team, but they're still concerned rightly so I get it. Like there's so much about AI that's new, they're learning about it, how do they wrap their hands around an AI that's ethical and responsible and can help them do their job in a way that they're comfortable with to so I think Tech has helped bridging a lot of gaps here it sometimes raises questions but in general it's a force for good
Rick Denton: 18:26
Celia I definitely want to go back to what you said right there but we're going because that's a weighty topic AI there's a lot more that I want to thread I want to pull specifically. But something that waiting we need to take a little break here. So I want to invite you to stop down here and join me in the first class lounge. We're going to have a little bit of fun here move a little bit quickly as well. What is a dream travel location from your past?
Celia Fleischaker: 18:49
Or from my past? I'm a big fan of Singapore. I love it. And I got to go there for our 25th wedding anniversary and just amazing and the kids went with us it was fun. Oh
Rick Denton: 19:02
my gosh, what was there's so many delights to see but I've actually never had the chance to go there. It makes me sad then all around it but never did. What were like what what's a delight that you'd want to share? What was it like just blew your mind when you were there?
Celia Fleischaker: 19:14
The food's amazing.
Rick Denton: 19:17
I love food. Episode over I'm happy.
Celia Fleischaker: 19:20
The Botanical Gardens are insane like it's just really just a beautiful country very different than you know where I've lived in my life and really just fun to visit That's awesome.
Rick Denton: 19:33
Well, you've already checked one of my future fantasy locations off the list but I'm sure you still have some so what's a dream travel location you've not been to yet?
Celia Fleischaker: 19:42
Okay, I have not visited Istanbul and it is on my bucket list and I cannot wait I haven't I had a layover there one time. It was kind of like really teasing me but I can't wait to go.
Rick Denton: 19:53
You're like can you go ahead and delay that next flight for about 10 hours so I can lead to dangerous thing to do. I wouldn't recommend it but the temptation was probably there. Okay, you mentioned food. It was a favorite thing of yours to eat.
Celia Fleischaker: 20:06
Alright, so I'm completely spoiled. My husband is an amazing cook. Right and so he basically anything he makes, I'm thrilled with and he does he makes fresh pasta fresh bread. Yeah, so I just, I feel really fortunate I we'd love to go out but if we're stay in and I know I'm gonna have a good meal.
Rick Denton: 20:27
Oh my gosh, okay, favorite thing to eat? Is your husband's home cooking. I like that. Okay. Next time I'm in your neck of the woods. Let's go the other way that What about while you were growing up something you hated but were forced to eat as a kid? Oh
Celia Fleischaker: 20:43
my gosh, I grew up on a farm, a beef cattle farm. Okay, I was forced to eat liver at times. And it does not not not my jam. For
Rick Denton: 20:52
those that are only listening. They don't see the winds in my face, the eyes closed and the shake of my head. I am so with you. What's interesting Celia is liver, liver and onions has come up a lot. for that. Just a little sidebar here. I'm curious. So you grew up on a ranch? Where was that?
Celia Fleischaker: 21:10
I grew up in outside of Louisville, Kentucky on long term. And yeah, I loved it. It was so much fun, but very different from where I'm experiencing it though.
Rick Denton: 21:23
It was good. I would truly I'd love to spend some time there. That would be intriguing. But we're not gonna want to listeners, don't worry, we're gonna stay in the CX passport vein here. But we are done with the lounge. But I want to get you back into travel here. What is one travel item, not including your phone, not including your passport, that you will not leave a carry
Celia Fleischaker: 21:39
on bag. This is a rule of my family with my kids. I don't care if we're gone for two days or two weeks. We fly shakers don't check. I'm very opposed to them. And so yes, we all take our carry on bag with us. And that's what you have, regardless of the duration.
Rick Denton: 22:03
I am so impressed. We have done that on some of our trips, the Denton family we've done Europe with carry ons we've done that. I will give you tell you one thing. In in Texas. There's some bourbons that I can't get here, but for some reason are readily available in Arizona and my wife is just driven insane by the fact these weekend trips that I'm checking bags, but just so I can bring bottles of bourbon. So if you'll allow me, Celia, that would be the one exception of the carry on rule is is smuggling I'm not sure what I'm doing but bringing booze across state lines. Out Loud, hey, I have the control to edit this, who knows that this will end up in the episode or not. We'll see. Hey, right before we went the first class lounge, we were talking about AI and we're talking about tech. And that's an area that is incredibly sensitive, and you started to touch on it. But I really want to pull up this thread a little bit more is that there's so many benefits associated with but the individual employee can feel particularly threatened by it, we hear a lot about it in the context center, right, there's AI is going to wipe out all contact center agents. And so there's a fear there, whether that's rational or not. You're describing some things that I can see having HR professionals concern to as if well, if they're not contacting me to ask about benefits, questions, or whatever that might be. What's my job? So how are you addressing those concerns of tech can help you but how do you address the concerns of tech maybe a threat to you? What? How do you help there?
Celia Fleischaker: 23:22
Yeah, I think I think it is like an initial reaction. I came from contact center industry. So I know exactly what you're talking about with the agent side of things. But on the HR side, I think you do you get that immediate? Is it going to replace my job? And you also have to really answer that question for a lot of your employees as well across the organization. And typically, when we were talking with an HR team, you know, we're like, let's step back a little bit. As an HR professional, what's your goal? And most HR professionals want to help drive the business, not just run the business and answer the question, which is really be a partner to that business owner drive the business forward, be able to make some change. They can't do that. If they're answering questions for half their day. And then when you position AI as one of the technologies that can help them really drive the business forward, and they start to see the benefit it can have helping them write job descriptions, helping them you know, with a virtual assistant answer questions, I think you get over that that hump. I think the other thing you do have to talk about and this is a broader question that a lot of organizations are struggling with and working their way through is picking your partners who are going to provide you with that AI. How are they developing it? Is it transparent is developed ethically and responsibly? And are they testing those algorithms to make sure they don't have bias and that's very important. It's something we were very attuned to here and are very focused on making sure that we're aligned with those goals. But I, we deal with a lot of Eisav, we have we serve about 7 million employees through the day we have about customers. And most of our customers are smaller. So saying a few 100 employees, and they typically don't have your data scientists and your resources on staff to do the AI. And so why you've got to explain it well, and be able to translate it into what they need, and then just make them feel very safe and secure, that we're using it for the right reasons in the right way. That's
Rick Denton: 25:36
that safety, that security and that simplicity. I don't I don't know that she said that were but your theme was definitely that, especially in the smaller shops that you're describing a hundreds not tiny, I don't mean that but it's not the 10s of 1000s or hundreds of 1000s. It is that speed implementation that speed to use. And to I feel safe and comfortable in what I'm actually being presented is, is gotta be vital. You mentioned that y'all served, I think, how many did you say 7 million?
Celia Fleischaker: 26:06
Close to 7 million? Yeah, so
Rick Denton: 26:08
you've seen a lot, you've seen a lot of company cultures, you've seen a lot of approaches to employee and customer experience. I'd like to close with, you know, what are some of the best examples that you've seen of a company that really understands that link that link between employee experience and customer experience equips their team well, and then ultimately delivers both a great customer and an employee experience?
Celia Fleischaker: 26:30
Yeah, we, um, like you said, we work with a lot of them. And, and it's also something I'll say that we, as a company, try to live we, we very much pride ourselves on focusing on culture and our own employee experience. And then we make sure that we stay very connected, we have a very large base, but we make it a mission to go out meet with them. So we have what we call our people heroes Tour, where we go out and city to city across the US sitting around the table with our employees, I think we've got close to 25 or 30 cities we're gonna do this year, we did almost 50 or so last year, and that for us is the way we hear from the customer and really understand and are able to put ourselves in our shoes that we're developing the right tech for them. And that those customers, the ones that are always so impressive are the ones that are they're so concerned, I mean, a lot of times, it's the, the people that we're talking to, they may be the head of HR, they may also be the office manager or the payables like they typically wear multiple hats, they're trying to balance so many things. And yet, they still have this priority that they're putting on the employees that they're around them, trying to make sure that they have the right experience and and using technology and other communication tools to deliver that. I
Rick Denton: 27:57
wonder, can I ask you a little bit more about that hero tour, because one of the things that improve the customer experience perspective that we talked about a lot is get out there and actually experience your customer go there. And talk if you can, I realize it's not always scalable. And maybe you've got to be sensitive to how you use technology versus the in person. But tell me a little bit more about that. And maybe if for those that are viewing, tell me a little bit more about that. Little faces peeking up out of those pillars. That was a hero. Okay, got started that
Celia Fleischaker: 28:24
Sam solver. And so we call the people that we work with our customers, we call them people heroes, because we really do feel that that's what they are. They're helping people across their organization, be successful, have a great work experience advance in their careers. And we have our own heroes that go with us on the road, Sam solvere as one we have three or four of them. And they're quite the attraction. They come they're all dressed up. People are getting their pictures with them. And it's so much fun. And but it really it shows the pride we have in terms of our customers and what they do. We're so proud of them. And and the the tour which has been going on for a number of years, certainly even before I started here. And it was the idea of this group of employees that said, you know, you're right, like spending time with our customers is just the way that we're going to learn and get better and better as an organization. And when once a year we have a big conference and we're we're meeting with them. But this is more a time when you might have 3050 100 and a room with a team of our employees we call sidekicks being able to talk with them and hear their stories and bring that back and it's just a really great experience. What
Rick Denton: 29:37
a we have, it sounds like a fantastic experience. And now I want to be one of those heroes, we may need to talk on camera here about what you'll see I have learned a ton here and I imagine that there are folks that are listening or viewing that want to know a little bit more about you, you your approach to employee experience and customer experience. And also you will maybe I kind of want to know a little bit more about that isolved thing and how that can help Me do better at my employee experience how can folks get to know a little bit more about you and about ISIL
Celia Fleischaker: 30:05
certainly for isolved isolved hcm.com is our corporate website and invite people to come there I'd invite them to follow us on LinkedIn we're pretty active there as well sharing our customer stories and then I'm best way to find me is on LinkedIn as well. That's kind of my my social channel of choice. Excellent.
Rick Denton: 30:24
And all of those as listeners viewers, you know, scroll down, it's in the notes, you didn't even have to hit pause. It's right there, click it, and go check that out. And I do want to say another Thank you. Absolutely. I saw for sponsoring this episode so that the message of employee experience and how that not only benefits the humans that are the employees themselves, but how that then helps a business, improve customer experience and create tangible business results. I appreciate isolved sponsoring that to allow this message to get out to a wider audience. Celia I really did enjoy learning a lot everything from your non love of liver to the wisdom that you had to share certainly around employee experience AI and and really, you know how we can make sure that technology is viewed as exactly that the benefit and not the threat, but really helping advance people and helping advance their objectives and their career goals as well. Enjoyed this Celia, thank you for being on CX passport.
Celia Fleischaker: 31:16
Thanks so much for having me. I appreciate it. Thanks for
Rick Denton: 31:24
Thanks for joining us this week on CX Passport. If you liked todayâs episode I have 3 quick next steps for you Click subscribe on the CX Passport youtube channel or your favorite podcast app Next leave a comment below the video or a review in your favorite podcast app so others can find and and enjoy CX Passport too Then, head over to cxpassport.com website for show notes and resources that can help you create tangible business results by delivering great customer experience. Until next time, Iâm Rick Denton and I believe the best meals are served outside and require a passport.
Host - Rick Denton
Rick believes the best meals are served outside and require a passport.
A sought after keynote speaker and CX leader, Rick transforms CX and VOC programs from Survey & Score to Listen and Act.
After a successful corporate career, Rick launched EX4CX - Execution for Customer Experience to bring CX victories to a wide client base.
Rick combines these loves by hosting the CX Passport podcast, a weekly talk with guests about customer experience and travel.