Rick Denton shares an episode from his podcast, CX Passport, a conversation with people about customer experience with a dash of travel. In this episode, he has a brilliant conversation with Sharon Boyd who is from the UK. She is the author of Customer Experience 2, and the CXO of MKL Innovation. Key points include: 03:26: The power of gifting 08:34: The ten-pence CX celebration 13:07: The Valentine's Day, greaseproof paper incident 17:31: The Disney approach to CX 21:42: CX in the airline industry Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at www.umbrex.com.

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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