Best Tales From The Trunk Podcasts (2025)

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The one with behavior driven CX - Candy Kothmann Call Center Director at Texas Workforce Commission E207 21:54

1d ago21:54

21:54

What's on your mind? Let CX Passport know... 🎤🎞️“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 …

1
The one with profits through consistency - Tucker Wakabayashi E206 29:57

9d ago29:57

29:57

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…

1
The one with the climate of CX - Jeff Louden Digital Product Manager E205 33:03

16d ago33:03

33:03

What's on your mind? Let CX Passport know... 🎤🎞️“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…

1
The one with the psychology of loyalty - Vinay Parmar E204 34:12

23d ago34:12

34:12

What's on your mind? Let CX Passport know... 🎤🎞️“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. lifelon…

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The one with CX the customer would pay for - Karyn Furstman E203 33:32

30d ago33:32

33:32

What's on your mind? Let CX Passport know... 🎤🎞️ “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 leaders…

1
The one with the posture of learning - Jeff Harrell E202 32:00

1M ago32:00

32:00

What's on your mind? Let CX Passport know... 🎤🎞️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" …

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The one with the CX bridge - Sean Cherry Experience Insights at LinkedIn E201 33:53

2M ago33:53

33:53

What's on your mind? Let CX Passport know... 🎤🎞️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 V…

1
200!!! The one with the scene setting - Michelle Pascoe E200 35:56

2M ago35:56

35:56

What's on your mind? Let CX Passport know... 🎤🎞️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 Hospit…

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The one with the shepherds of CX - Rachel Sheriff Chief Customer Officer at Recurly E199 36:35

2M ago36:35

36:35

What's on your mind? Let CX Passport know... 🎤🎞️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 …

1
The one with the biker CX - Rick Malsch E198 33:43

2M ago33:43

33:43

What's on your mind? Let CX Passport know... 🎤🎞️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 …

1
The One with the 2024 First Class Holiday Special part 2 - E197 32:32

2M ago32:32

32:32

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 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?.…

1
The One with the 2024 First Class Holiday Special part 1 - E196 30:28

3M ago30:28

30:28

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?.…

1
The one with the core principles - Neal Berg CX Strategist at Evolve Partners E195 33:59

3M ago33:59

33:59

What's on your mind? Let CX Passport know... 🎤🎞️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 fo…

1
The one with the storytelling - Andrew Carothers CX OpenToWork E194 32:16

3M ago32:16

32:16

What's on your mind? Let CX Passport know... 🎤🎞️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 …

1
The one with the Alaska employee experience - Jaylene Owen Dir HR & Payroll Hames Corporation E193 37:11

3M ago37:11

37:11

What's on your mind? Let CX Passport know... 🎤🎞️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 Chall…

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The one with the skydiving - Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” E192 38:12

4M ago38:12

38:12

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…

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The one with burrito employee experience - Lacey Davidson, HR Manager at JumBurrito E191 32:33

4M ago32:33

32:33

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:…

1
The one where offboarding matters - Gary Marra CX #OpenToWork E190 34:08

4M ago34:08

34:08

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker in “The one where offboarding matters” with Gary Marra in CX Passport Episode 190🎧 What’s in the episode?... CHAPTERS 0:00 Gary Marra's background in financial services 1:19 Importance of customer experience in Gary's career 3:12 High-profile client relationships and…

1
The one where we stop KPI hunting - Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189 31:02

4M ago31:02

31:02

What's on your mind? Let CX Passport know... 🎤🎞️Stop doing this! “The one where we stop KPI hunting” with Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:30 Critique of KPI hunting 4:07 Alternatives to survey insights 7:12 Transitioning to behavior-based insigh…

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The one with the Guatemalan CX - Enrique Saenz CEO & Founder of PercepcionesCX E188 37:09

5M ago37:09

37:09

What's on your mind? Let CX Passport know... 🎤🎞️Another new CX Passport country! “The one with the Guatemalan CX” with Enrique Saenz CEO & Founder of PercepcionesCX in CX Passport Episode 188🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:00 Enrique Saenz's Journey into Customer Experience 10:00 Guatemala's Role in Latin American Economy a…

1
The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187 37:55

5M ago37:55

37:55

What's on your mind? Let CX Passport know... 🎤🎞️What does service recovery look like even with an approaching hurricane? “The one with the rapid recovery” with Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing for episode sponsor isolved in CX Passport Episode 187🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:00 Pre-Event …

1
Book Tour 43: Sarah Pinsker – Haunt Sweet Home 32:59

5M ago32:59

32:59

Show notes coming soon. If you have a few extra dollars, both Sarah and I would appreciate any donations you can make towards relief efforts in the areas of Appalachia affected by hurricane Helene. We highlighted the following organizations: BeLoved Asheville World Central Kitchen American Red CrossBy Tales from the Trunk

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The one where she knows what makes us tick - Tamar Cohen CEO/Founder at HaloEffect Management E186 32:31

5M ago32:31

32:31

What's on your mind? Let CX Passport know... 🎤🎞️Beyond behaviors into motivations in “The one where she knows what makes us tick” with Tamar Cohen CEO/Founder at HaloEffect Management in CX Passport Episode 186🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:04 Tamar's journey to co-author white paper 4:00 Importance of emotions in employee…

1
The one with the CX nervous system - Jameson McFarland E185 31:50

5M ago31:50

31:50

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker in “The one with the CX nervous system” with Jameson McFarland in CX Passport Episode 185🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:55 Jameson's Draw to Customer Experience 6:30 Creating Effective Customer Experiences 12:21 Impact of CX on Business Resu…

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The one with yellow iron CX - Lynn Daniel CEO The Daniel Group E184 35:24

5M ago35:24

35:24

What's on your mind? Let CX Passport know... 🎤🎞️B2B is just different y’all. It’s not what you think “The one with yellow iron CX” with Lynn Daniel CEO at episode sponsor The Daniel Group in CX Passport Episode 184🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:06 Improving Dealer Network Experience with Customer Feedback 4:55 The Role of …

1
The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183 32:30

6M ago32:30

32:30

What's on your mind? Let CX Passport know... 🎤🎞️Emotions are the heartbeat of every experience “The one where emotions drive experiences” with Ariana Bucio Chief Operating Officer at BP Gurus in CX Passport Episode 183🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:15 Injecting humanity into IT Services 5:45 The human approach to the servi…

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Book Tour 42: T. Kingfisher – A Sorceress Comes To Call 30:57

6M ago30:57

30:57

We’re back, folks! And as promised, I’m joined this time around by none other than T. Kingfisher herself, who joins me to talk about her newest novel, A Sorceress Comes to Call, available right this very moment from fine booksellers everywhere. Things mentioned in this episode: DeviantArt “The Goose Girl” The Hamster Princess series, by Ursula Vern…

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The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182 33:44

6M ago33:44

33:44

What's on your mind? Let CX Passport know... 🎤🎞️A quicker way to tangible results with Customer Experience “The one with the AgileCX” with Lauren Feehrer Founder and President of LoyaltyCraft Consulting in CX Passport Episode 182🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:01 Lauren's transition from software implementation to customer …

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The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181 33:38

7M ago33:38

33:38

What's on your mind? Let CX Passport know... 🎤🎞️A new CX Passport country! “The one with CX in Ghana” with Kojo Hayford, Founder CEO at eSAL LLC in CX Passport Episode 181🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:22 The state of customer experience in Ghana and Africa 5:16 Understanding cultural and linguistic diversity in Africa 9:2…

1
The one with the total experience - Robby Cloninger VP Consulting, Digital Experience at FPT Software E180 39:08

7M ago39:08

39:08

What's on your mind? Let CX Passport know... 🎤🎞️Don’t focus on just one piece of the experience in “The one with the total experience” with Robby Cloninger Vice President of Consulting, Digital Experience for episode sponsor FPT Software in CX Passport Episode 180🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:03 Digital transformation and…

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The one with the catalyst (not crusader) - Megan Burns Founder Experience Enterprises E179 34:21

7M ago34:21

34:21

What's on your mind? Let CX Passport know... 🎤🎞️How to ACTUALLY create impact “The one with the catalyst (not crusader)” with Megan Burns Founder Experience Enterprises in CX Passport Episode 179🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:26 Going from customer rhetoric to ACTION 6:42 Different generations approach to technology 9:27 D…

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The one where he unifies CX - Adam Powers CX #OpenToWork E178 31:23

7M ago31:23

31:23

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker in “The one where he unifies CX” with Adam Powers in CX Passport Episode 178🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:06 Unifying CX design across various aspects and industries 4:00 Improving customer experience through unification and collaboration 1…

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The one with the customized resiliency kit - Sangeetha Rai VP Customer Success Northwestern Mutual E177 38:08

8M ago38:08

38:08

What's on your mind? Let CX Passport know... 🎤🎞️AI will require employee resilience “The one with the customized resiliency kit” with Sangeetha Rai Vice President Customer Success at Northwestern Mutual in CX Passport Episode 177🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:34 Employee resilience in face of AI-driven change 7:39 AI's rol…

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The one with the epochal growth - Sarah Caminiti Head of US Customer Service at abcam E176 36:54

8M ago36:54

36:54

What's on your mind? Let CX Passport know... 🎤🎞️This episode gets DEEP and REAL in “The one with the epochal growth” with Sarah Caminiti Head of US Customer Service at abcam in CX Passport Episode 176🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:27 What is Epochal Growth? 3:11 The purpose of leadership in customer experience 5:48 How to …

1
An Announcement 1:38

8M ago1:38

1:38

Hello, dear listeners! I wanted to give you all an update about the show. To whit: I’m taking a bit of a break. The last five seasons have been incredible, and season six has been and will continue to be. Tales from the Trunk is in no way ending. We will be back on September 20th, when I’ll be talking to T. Kingfisher. In the mean time, here are so…

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The one with the hidden customer revenue - Anita Toth | The Hidden Revenue Hunter E175 32:56

8M ago32:56

32:56

What's on your mind? Let CX Passport know... 🎤🎞️We’re going on a treasure hunt “The one with the hidden customer revenue” with Anita Toth | The Hidden Revenue Hunter in CX Passport Episode 175 🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:49 - Anita's Origin Story in CX 4:21 - Addressing Cost-Cutting and Hidden Revenue 6:54 - Impact of C…

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The one with the CX tasting menu - Courtney LeBlanc CX #OpenToWork E174 31:21

8M ago31:21

31:21

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker knows CX gets to influence all parts of the business in “The one with the CX tasting menu” with Courtney LeBlanc in CX Passport Episode 174🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:19 What draws you to Customer Experience? 7:30 Creating CX customers wa…

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Book Tour 41: Aliette de Bodard – Navigational Entanglements 29:07

8M ago29:07

29:07

This time around, it’s my delight to welcome to the show Aliette de Bodard! Aliette joins me to talk about her new novella, Navigational Entanglements, available July 30th, 2024, from TorDotCom Books! Things we mention in this episode: C dramas Heaven’s Official Blessing, by Mo Xiang Tong Xiu Xianxia Camp Damascus, by Chuck Tingle “The Tutelary, th…

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The one with the CX maven - Sarah Hatter CX Maven & Creator of ElevateCX E173 37:43

9M ago37:43

37:43

What's on your mind? Let CX Passport know... 🎤🎞️A high energy, high community, high wisdom episode “The one with the CX maven” with Sarah Hatter CX Maven & Creator of ElevateCX in CX Passport Episode 173🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:45 Sarah's CX origin story 6:46 Importance of Training in CX 9:14 Challenges in CX Industr…

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The one with the Severance TV lessons - Michael Mattson Chief Empathy Officer at Walk A Mile E172 32:18

9M ago32:18

32:18

What's on your mind? Let CX Passport know... 🎤🎞️Why live in two worlds? “The one with the Severance TV lessons” with Michael Mattson Chief Empathy Officer at Walk A Mile CX in CX Passport Episode 172🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:52 The personal and emotional of insurance 6:28 Emotional Intelligence 8:56 Personal Growth 13…

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Episode 62: "Visibility" and Pride in Place 2020 26:56

9M ago26:56

26:56

Hello, and welcome to Tales from the Trunk. Listeners, it’s June, and ya boi is tired. I was going to try to scramble to get an interview scheduled, but then I remembered the name of a Shavuot workshop that a dear friend of the show attended last year: “What if we Rested?” Life has been nonstop for me for more than half a year now, so what if I res…

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The One Where Chatbots Aren't Enough - Lisa Eyer Head of Client Experience and Business Insights E171 29:05

9M ago29:05

29:05

What's on your mind? Let CX Passport know... 🎤🎞️Don’t rely on them alone “The One Where Chatbots Aren't Enough” with Lisa Eyer Head of Client Experience and Business Insights in CX Passport Episode 171🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:24 Individuals or Personas? 5:30 Using contact center as customer insights center 9:45 CHIEF…

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The one where he just fixes it please - David Balko CX #OpenToWork E170 34:09

9M ago34:09

34:09

What's on your mind? Let CX Passport know... 🎤🎞️The month’s CX #OpenToWork seeker in “The one where he just fixes it please” with David Balko in CX Passport Episode 170🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:20 Why Customer Experience? 4:00 You can only sell a bad product once 6:10 David’s past creating desired experiences for VW 1…

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Book Tour 40: Jay Wolf – The Shepard in Shadow 53:18

9M ago53:18

53:18

We’re kicking off Pride this year with none other than my good friend Jay Wolf! Jay reads a snippet about their best worst boys, Egan and Petrel before we get to talking about their newest book as M. Daniel McDowell, The Shepherd in Shadow, which releases June 28th! Things we mention in this episode: Valerie Valdes The Gormenghast series, by Mervyn…

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The one with real CX research - Nicole Kyle Managing Director CMP E169 32:02

10M ago32:02

32:02

What's on your mind? Let CX Passport know... 🎤🎞️Customers, Self Service, AI, oh my! “The one with real CX research” with Nicole Kyle Managing Director CMP in CX Passport Episode 169🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:48 Origins of Nicole’s curiosity 4:40 Why focus on customer experience research? 7:00 More human psychology in c…

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The one with CX automation - Jasen Williams Global VP Corporate Marketing Verint E168 32:35

10M ago32:35

32:35

What's on your mind? Let CX Passport know... 🎤🎞️Get real results and separate hype from reality “The one with CX automation” with Jasen Williams Global VP Corporate Marketing for episode sponsor Verint in CX Passport Episode 168. What’s in the episode?... CHAPTERS 0:00 Introduction 2:26 Power of storytelling in business 6:13 AI allows cost cutting …

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Episode 61: Meg Elison – Hemet 52:22

10M ago52:22

52:22

This time around, I’m thrilled to welcome to the show Meg Elison! Meg reads to us from the start of their trunked novel, Hemet, which leads us into a wonderful conversation about a whole host of topics, including her own artist’s statement on spooky stuff.By Tales from the Trunk

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The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167 34:42

10M ago34:42

34:42

What's on your mind? Let CX Passport know... 🎤🎞️MALTA Y’all!!! “The one with the (CX) Pet Shop Boys” with Scott Lee Holloway, VOC Manager APS Bank (Malta) in CX Passport Episode 167 🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:29 Pet Shops and CX Origin Stories 4:40 Bad customer experience is expensive 7:45 Overcoming skepticism about c…

1
The one with the customer support great day - Jordan Hooker CX #OpenToWork E166 25:10

10M ago25:10

25:10

What's on your mind? Let CX Passport know... 🎤🎞️The month’s CX #OpenToWork seeker in “The one with the customer support great day” with Jordan Hooker in CX Passport Episode 166🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:30 Why is customer experience important? What drew Jordan to CX? 7:00 How to create sustainably good experiences for …

1
Book Tour 39: Victor Manibo – Escape Velocity 41:15

11M ago41:15

41:15

This time around, it’s my delight to welcome back to the show Victor Manibo! After a bit of catching up, we get into Victor’s new book, Escape Velocity, which releases later this month from Erewhon Books! Things we mention in this episode: The Sleepless, by Victor Manibo Victor’s first episode “The Cask of Amontillado,” by Edgar Allan Poe The Fall …

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