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?...CHAPTERS0:00 Introduction2:29 Pet Shops and CX Origin Stories4:40 Bad customer experience is expensive7:45 Overcoming skepticism about customer experience9:20 Firefighting vs process improvement with customer experience15:15 Approach to customer experience in Malta17:30 1st Class Lounge22:50 Leveraging unstructured customer data26:20 Starting a CX team from scratch31:14 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Scott LinkedIn: https://www.linkedin.com/in/scottleeholloway/APS Website: https://www.apsbank.com.mt/Complaints Management Forum: https://informaconnect.com/complaints-management/