The one where he elevates – Wes Dudley, VP Customer Experience at Broad River Retail E132

🎤🎞️Bringing Customer Service to a new level in “The one where he Elevates” – with Wes Dudley, VP of Customer Experience at Broad River Retail in CX Passport E132🎧 What’s in the episode?...

[00:00] Introduction

[02:41] Applying AI to enhance customer experience

[04:41] Onboarding and training to help equip people with AI

[07:22] Ensuring that we don’t lose the human aspect of CX

[13:11] Stepping into a new CX leader role

[15:45] 1st Class Business Lounge

[20:44] How to help equip the frontline to co-create customer experiences

[26:37] Addressing challenges with buy-in from CX ideas

[29:16] Contact info and closing

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Hosted by Rick Denton “I believe the best meals are served outside and require a passport”

Episode resources:

LinkedIn: https://www.linkedin.com/in/wesdudley 

Transcript

Wes Dudley: 0:00

Do your ideas shot down? Don't be afraid to ask why? Understand the challenge and move on to the next idea if your idea was approved, but as Stelling don't try to save it, identify the failure, shut it down and move on to the next idea.

Rick Denton: 0:18

You're listening to CX Passport, the show about creating great customer experiences with a dash of travel talk. Each episode we’ll 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. Today's guest and I should have known each other 17 years ago, we overlapped at JC Penney back in the 2000s Yet somehow, we didn't cross paths there. I'd like to think it was just because I hadn't really quite developed my customer experience muscles enough to be in the presence of such Customer Service and Experience wisdom. Thankfully, that changed several years ago when a family member shout out. Phil ash helped introduce me to today's guest West deadly who is now the vice president of customer experience at Broad River retail. In addition to his customer leadership role for one of the largest and fastest growing Ashley Furniture licensees. Wes is also a key member of the CCW advisory board. Those positions don't come without experience. Wes has over 30 years at JC Penney closing his time there leading corporate customer care after his time at JC Penney West continued in the retail and home furnishing space with customer experience leadership roles at Ashley furniture and Mitchell golden Bob Williams, navigating customer roles throughout those years offers West a lens into the history and evolution of customer approaches and allows for a wise perspective on the current state of and the rapid transformation taking place in the customer experience world fasten that seat belt today is going to be a wonderful learning trip. Wes, welcome to CX passport.

Wes Dudley: 2:04

Thank you for having me. I'm excited to be here and share some thoughts today. And also I'm thankful for Bill's intro to family knowing

Rick Denton: 2:11

that's right. I'm glad that we got a little shout out. I know he listens. And I'm glad to get his name on on the show. So yes, shout out Phil. So I did allude to your depth of experience in that introduction. And one of the benefits of that wealth of customer service experiences and you've been there, you've done that for all the prior transformative events that we've talked about in our world. And right now we're in the midst of a transformation that at least feels like it goes beyond anything we've seen before. Ay ay. So as a customer experience leader, where are you looking to apply AI to enhance experience? And also what are the challenges and weaknesses you see with AI today?

Wes Dudley: 2:51

Yeah, you're absolutely right goal, Rick, no, the question is piping many, many answers. AI and bots have been around for for several years, you know, but this year with Chad UBT. And making news outside our industry, it's scary for for most people, you know, so we are taking really a different approach flipped out. First thing I want to do is really look and compare conversational AI, machine learning generative AI chat GPT. And what each brings to the table, you need to understand where we wanted AI to help us the parameters that were needed. So we are in the process of really looking to install three different tracks here. One, some help with recruiting, onboarding and training, flocking the customer journey and how some of those repetitive things that the customer wants self serve, to really answers into their questions and help you know with the customer personas in place. And then the third piece is really that agent assist using our knowledge base, the autocue Byam to really score every single call rate the agent and how they're doing and continue for improvement with that. But the real challenge that we have is really related to three things. One, the user experience, the customer experience, on the change management, and that's the piece that most people always forget as the change management part. But as we talked me today, I'm going to unfold some of these pieces of the conversation as well.

Rick Denton: 4:14

Yeah, I absolutely want to get into some of those areas. Yeah, I'm actually interesting. I love the fact that you mentioned that, Hey, Rick, AI has been around for a while, you know, it sounds like it's a hot thing. But we've certainly had artificial intelligence for a while. And I think a lot of as the large language models that we have, and some of that certainly has changed it a bit. But I want to go back to something that you mentioned. I'm curious, I know the agent assist. And I want to talk a little bit about that. But how are you using it in the onboarding and training aspect of to help equip folks from the beginning? What are you seeing a valuable tool there?

Wes Dudley: 4:49

Yeah, there's some there's some rather new technology that we're looking at. And one of the the pieces that technology will actually allow us to interpret our What Our Customers have as questions that they're calling you. So we can tell the bot exactly how to interact with the the potential agent that we'd be hiring, and the recruiting parcels, we can have them interact and a phone call, and have them scored how well they followed the procedures, how, you know, deeply resolve a customer issue or their family, you know, and it scores whether or not there will be a good candidate for our particular Bernie,

Rick Denton: 5:27

Wade, I almost feel somewhat dense that I didn't think of that being out there. That's actually pretty cool. And I'm actually one that's kind of against some of the auto tests that are out there for recruiting and the high volume recruiting and how people get weeded out because of certain tests, that one feels a little different, because you're actually doing a real world scenario. And so is this the kind of thing that as folks are migrating through the process, this helps a company, you don't have to speak specifically of yours, but just your knowledge of the industry as a whole, is this sort of how you help optimize and speed up that recruiting process, both for the company, but also for the candidate as well?

Wes Dudley: 6:01

Well, it's twofold. It's one helping to speed up the recruiting piece and making sure that we're hiring the right associate to come in for that position. But also, it can take to the next level to make sure that anybody is struggling through conversation, it will help with refresher training, to be able to get that back in front of them. So they understand how they're being scored, and be able to continue the ball training along the way. We're also going to use this part of the part of the onboarding training to help facilitate and kind of get that that mini certification feel at what they've learned with the instructor by utilizing the bots to help out with some of that as well. Oh, now,

Rick Denton: 6:41

this is not we don't do this in the podcast. But now I wish that we could do this a little jump cut to where we're actually showing this technology and actually going through it because I'm quite intrigued by it. And well, listeners, you've heard me talking about this is why I do this show, right? Interesting conversation with interesting people, and I selfishly get to learn, I just hit record when I'm learning and share those learnings with everybody else. Wes, you did. You mentioned, right AI is not the only technology out there. There's a whole lot of digital solutions and everything else that are involved in helping support a great customer experience. It has felt like and I've talked about this quite a bit, but it's felt like especially starting in the pandemic, that we've really pushed the pendulum towards that digital and technology side, how are you ensuring that the human aspect of customer experience and the humanity embedded in customer experience isn't lost as we implement these great technology solutions?

Wes Dudley: 7:34

Yeah, I will lay out several guidelines. So what I'm looking at, and you hit the nail on the head with the humanized because there are several different situations where companies are looking to just replace all human contact with technology. But really, from the approach that we've taken is one, you know, I want to understand the customer journey map, I want to build a people a process a technology roadmap, and continue to review that on a quarterly basis, because technology evolves very, very quickly. Without like I said, you know, companies that are pushing that technology to just replace the human, they are making a huge mistake. You know, when I take a look at that, you know, Broad River, we have a word of the year. And a word of the year this year is elegant. And perfect timing is we're looking at the customer experience, you know, that we're finding ways to elevate our customer experience, but also leveraging all of our cornerstones for 2023 by doing, but it also start with the customer experience. What are the repetitive questions being asked how server can be automated? What are their own tasks that you're completing, that can be automated, but the end of the day, you know, hardly anyone makes contact to contact customer service to give a compliment. And with that, you know, our customers are busy, they want a quick answer. If it's a complicated situation, but want to speak to humans resolve it right now, without you've got to really leverage that technology. And make sure that you're keeping that human peace with the technology. As you're moving through the puzzles.

Rick Denton: 9:10

That's absolutely beautiful. And I definitely used to you've heard me laugh, sobbing smile. I really get frustrated with these solutions of well, let's just do it to cut cost. Cost cutting will be a benefit in many technology solutions. Absolutely. And yes, for profit businesses are in the business for well profit. And so I get that cost is an important factor. But if that's the motivation, it'll be a short term sugar high versus a long term, customer oriented solution that gives the customer what they want in a better, faster, cheaper way, and delights them so that they stay and spend with you on a recurring basis or in the cliche tell their friends and family. Well, that's easy for me to say, but you will lose and you alluded to this earlier about how there's such a massive change impact with this. A lot of times cost cutting me means jobs. So what are you say to the front agent community that's worried about their jobs right now?

Wes Dudley: 10:06

Yeah, I think the the most important part is really a change management process with that team, you know, and as we're looking at this, we're getting ready to start this. And it's going to be an 18 month journey to launch all the AI or orchestral experience, teammate blogger. And, you know, I discussed that changes recently here to the X leadership team meeting or a week or two ago. And there were a lot of questions exactly as you're talking about, they were concerned about how does this affect my work? This is replaced what I'm doing this is replaced? And, you know, that's a hard, hard blue question to answer, because technology evolves very quickly. But for the most part, you know, people aren't gonna be replaced, because the new technology means that someone has to manage the technology, you know, change what's still needed. There could be new jobs added with this as well. And, you know, drug River, we're lucky enough to have a full learning database for all of our CX AllStars, and everyone has the ability to see it so they can learn from it. So for us, it's about that technology, getting ahead of that change management. So they can start as they get to their learning courses for the remainder of this year into next year. 2020. For what that looks like that they can start to prepare for this change as well. Yeah, the most important factor, there is just communication.

Your CX Passport Captain: 11:25

This is your captain speaking. I want to thank you for listening to CX Passport today. We’ve now reached our cruising altitude so I’ll turn that seatbelt sign off. <ding> While you’re getting comfortable, hit that Follow or Subscribe button in your favorite podcast app so you never miss an episode. I’d love it if you’d tell a friend about CX Passport and leave a review so that others can discover the show as well. Now, sit back and enjoy the rest of the episode.

Rick Denton: 11:51

I'm going to agree with you they're most important. If you stopped there, though, that wouldn't be enough, it could be the most important. The fact that it was communication. And here's a path forward, we hear the example of IKEA that acknowledged that and these numbers aren't accurate. So don't quote me on them. But you know, 90% of their agents may be replaced by AI, but hey, 90%, we have these higher end design roles that we'd actually like for you to do in instead of the contact center role, or whatever that looks like. And so the training, you're describing the equipping that you're describing, I can see that upskilling beings and that's very, you know, again, easy for us to say and it's kind of the the ideal scenario. I know there's a lot of pain in there. And that's why the communication part of it is so important is the upfront, hey, this is happening. Now, here's how we can help equip you through this.

Wes Dudley: 12:39

Absolutely. Right. And it's staying, you know, that that continual conversations with them too. And you know, there are people that are fearful, having the direct conversation of Yes, I mean, or someone that answering a very simple where's my lawyer, that's probably going to be replaced with AI. But there's other pieces to their job besides that they can expand upon in

Rick Denton: 13:02

future. Yeah, Wes, you've been in this role for about a year now. I maybe plus or minus a bit, but I think it's it's around a year. And you've had these these years of experiences, customer experience leaders. And so you've seen what works, what doesn't work. I'm curious about stepping into this new situation as a customer experience leader walk me through that. What was that? Like? Where do you focus first, what any surprises or stories from that time as you were getting ramped in?

Wes Dudley: 13:30

Yeah, I will use probably a barista example. And it's, it's a very interesting answer. It was a very, you know, into your interesting topic that I've talked to many, many people about because Broad River, different on past positions. Me know, I'm used to having to go in and be a disrupter. You know, when I joined other companies, I had to restructure departments, I had to ensure CX had a seat at the table for all conversations, all decisions. And I had to date processes technology. In some cases, there were several 100 updates, the new status, status quo was not acceptable. And I arrived at Frog River in funny saying, advice I found really quickly organization was best in class industry standard, from their KPIs to their attrition. So you're working with the team, all the memory makers on the team and the sales leadership that was there prior to me joining had done an amazing job, coming out of COVID really getting those things in place. And the team was really eager to learn how to level up and with that I'd been sorted using the word elevate prior to us announcing the word Elevate, freak out. I'm like, Okay, I'm ahead of things here. But then, because I didn't know

Rick Denton: 14:51

you're the comms leader. All right,

Wes Dudley: 14:53

exactly. But But with that, either the first 30 days. The real challenge for me was I wanted to meet up Every person on my team individually, I wanted to hear what was working for them. What was not working for them? Where were their frustration, what was frustrating our customers and get a point of view. They're the ones speaking to customers, they are the frontline working with them. But we were able to take that information and start to work with real time force the customers a way that we can improve, and no bad surprises. No, there were some like it's that we need to improve upon. But there was nothing major that we need to disrupt. But that led to the to the question, you know, how can AI help us take it to the next level that we did not have in place?

Rick Denton: 15:46

Yeah, Wes, I gotta imagine that is something interesting when you're coming into a situation that actually is a good one. And so yeah, how can we improve this? And that's where conversations around AI like the technology, one that we did at the beginning, come into play. I'm sure there were plenty of stories from your time when times when you did have to do more of a turnaround, but we don't have to expose those. That's okay. There are there's some exhausting stories I would imagine in that time. And that's one of the things with travel as well, that it can be somewhat exhausting, as well. And that's why first class lounges can be so delightful. You know that my time at JC Penney about a lot of travel and I certainly enjoyed the lounge during those days. And I imagine you've enjoyed it as well when you've traveled so I want to invite you here into the first class lounge today. Let's move quickly here and have a little bit of fun. What is a dream travel location from your past?

Wes Dudley: 16:35

I would say where our timeshare is where the timeshare in Newport Beach overlooking the Pacific Ocean. And that's totally my happy place. It's you know, just to enjoy family relaxing and not worry about the world that also lived in Seattle several years ago, and there's nothing more gorgeous than the Pacific Northwest. And I would never say that somewhere on the West Coast is definitely my happy place worship.

Rick Denton: 16:59

I have been both to Newport Beach and to Seattle and would attest to the beauty of both I think I think between the two I think I might prefer the Seattle beauty but it's like saying you know between a plus and a minus. I used to love just taking the ferry in Seattle for no reason I wasn't a commuter. I was a traveler, but get on the ferry and just enjoy sitting back and looking at that beautiful city as you are on the ferry exiting it across the water it's such a gorgeous place up there. I'm sure yeah. Oh, Seattle was a delightful one.

Wes Dudley: 17:28

I was I was lucky to have a job there. So I'd like to take the auto ferry coming back from my store location and nothing like a Friday night five o'clock on the auto very in the sunlight scene mount or near in the distance this just amazing.

Rick Denton: 17:42

Now listeners who haven't been to the Pacific Northwest the days that Wes is describing or three days a year when you can see Mount Rainier but it is gorgeous when you have those three days a year. West what is a dream travel location you've not been to yet yeah, actually up to

Wes Dudley: 17:57

one Australia. I'll leave it at that I just want to go down I want to see the kangaroos in person with you know, but but the other is, you know, being in that that area, the Pacific Northwest, I had the opportunity to get to the last many times part of my territory. And I really want to take the Alaskan cruise during the summer just to enjoy the nature's beauty

Rick Denton: 18:16

Boy Yeah, where it's not work, where you're just sitting on a cruise and enjoying that beauty. Ooh, that there's that nice. And Australia comes up a lot. I think it's on a lot of folks bucket or let's not use word bucket, but just dream travel is since it's so far away. For those of us that don't live in Australia. When I talk to the Australians they're like, Yeah, I can't wait to go to the US. But we want to go there. Wes, what is a favorite thing to eat?

Wes Dudley: 18:39

This was a very easy one textbook. I missed my textbook living in Texas,

Rick Denton: 18:43

one and west. For the listeners. You are now where I'm in Charlotte. So in Charlotte, North Carolina, which I would recommend for many other things. Even as a Texan I can appreciate Carolina barbecue, but I would not recommend Tex Mex so I can see why that would be your favorite thing to eat and something that you miss being out there in North Carolina. What is on the other side a thing your parents forced you to eat but you hate it as a kid.

Wes Dudley: 19:07

Yeah, there's a little story here. So when I was sick, my mom always made me a grilled cheese and cheese. But these were very special recipes. The tomato soup payment directly out of the carrot Campbell's can the grilled cheese had that long orange cheese. I'm not sure if you know what that is. But it's not like really deep cheddar stew meat cheese. Yeah, well with mayo on it. Oh, so there's nothing like feeling sick to your stomach and having a hot grilled cheese Mayo sandwich and tomato soup. Just

Rick Denton: 19:42

Oh, that's awesome. I will say that that's actually a category of food that's on my favorite thing to eat side of the equation. I do understand one no mayo forget about that. And then two if it's associated with sick Yeah, I can understand why that wouldn't be the favorite food. Let's go back to my travels. We close at the lounge what is one travel item not including your phone, not including your passport that you will not leave home without

Wes Dudley: 20:05

hand sanitizer. Anyone that has traveled and done any amount of travel and knows what there's little trays that flip down on the airplane, what was the thought to be wiped down my hands ought to be sanitized after touching all that because I don't think

Rick Denton: 20:27

the iOS I remember during the kind of COVID era of traveling, we were masked and planes and the like that would be handing out those those wipes and the like. And everybody was furiously scrubbing every piece of the plane, which net has now completely gone by the wayside. So I can see why you might want to travel with your own, I can understand that. Now, anyone who's listened to the show for any period of time, watch the show, they know that I have a huge love for and focus on the frontline, the frontline retail employee, the frontline restaurant server, the frontline contact center agent, that is the moment where customer experience is CO created with the customer. So with you and all of your contact center experience and CCW leadership, how do you best help equip that frontline to co create those experiences with the customer?

Wes Dudley: 21:15

I'll first say, Rick, thank you for the love of the frontline, because they have the most challenging position in the company. And I'll tell you probably one of the least eight usually wherever they're at. But with that, I would start with two words, change management, you know, it's important to hear the voice of the agent that represents the voice to the customer. And allowing that agent to be part of change, share what's going on out there, what what changes that you're making, if there's changes, work orders, changing it up off, though, let them get credit for some of that change, because they're the ones who it's their idea, we need to listen to you. But with technology changes that are coming, you know, it's also helping them understand how they fit into those technology changes, as we kind of tell and what he rolls up, you know, can can they help support or help manage part of that technology, but it's helping them understand the training and what's needed support the future and getting them to that next stage in the future,

Rick Denton: 22:16

that future look really seems vitally important. Now, as we've talked about at the beginning of the show, and even before now helping an agent see what those options are, where one can grow where the career could take its its path forward. Now, I talked about that co creation of the customer experience. There's a lot that gets learned right there as well. There's a ton of customer awareness that a lot of companies don't tap into. In fact, a lot of companies think that their contact center is just simply a cost center, when they really should be thinking of it as a customer insight center, how are you listening? And then learning from your customer through your frontline and then acting on it?

Wes Dudley: 23:02

Yeah, I'll start there with I couldn't agree with you more in our companies need to understand cultural experience. It's part of game business, and they need to invest in the frontline. Well, my perspective, I worked at different companies, it's one of the most important positions happening there. Dylan was political. Yeah, if they're not providing the best, that's where experienced are likely damaging the brand, you know, and repeat buyers and listening to the front line, aligning the changes of what they're saying, hearing that voice, whether it's individual quarterly roundtables, how do you bring that information out work through different reporting and listing devices, you can use that as well. I like the personal Bill understanding exactly what's being said from from their filling. But sometimes those changes are as easy as as a communication change with either them or with the customer or other departments. Sometimes it's a full process or technology. And you really have to understand what is the key tool they need to create on listening to them with that piece of it. But this year, I did something a little different earplug river. And we recently added on CX liaison position. And with that, she still has her operations team. But she also acts as the liaison between listening into both quarterly roundtables, taking that information and working with repair departments at having ownership to drive the changes needed based on what the customers say. And, you know, it's it's important to communicate those changes in what timing based on their voice, so that that one not only creates the ownership there, but it creates the fact that we can listen to what we're saying. And we are making changes. And it has to start there. And it's not just about trying to to, you know, show them what we're doing to help them but actually listening as a company to make changes because again, they're hearing the most frustrations, you know, two years ago, it was all about supply chain in furniture and COVID rise, the shortage of everything we've gotten past that now it's back to the normal, okay, I've got a damage or I've got a delayed delivery or I've got a driver that didn't show up or we need to able to handle those things very quickly in in understand what our processes are to support.

Rick Denton: 25:23

And it's really your your, that frontline is also the first line. And they're the ones that are going to hear and know, if a particular category of furniture is uniformly damaged. And they're gonna say, you know, I had seven calls today, and they are all talking about this front leg on this particular couch or this particular type of furniture. And something that can be reacted to rather than weeks of returns coming in or something along those lines and having the process in place to listen, I think that's one of the things that I heard, not just in the CX liaison, but then in other aspects of what you're describing, having that process of listening to the frontline. And then that process of doing something not only benefits the company, yay, we learned did better by the customer. But gives just like you said, that energy, that positivity, that confidence back to the agent that the company is not only just listening to them, but valuing what they say enough to actually act upon it. And thus, employee engagement, employee experience rises as well. And that has a ton of value even beyond just simply improving simply, there's no such thing as the next sentence, but simply improving customer experience. Right? If it were simple, we wouldn't have conversations like this are people in consulting roles like me, Wes, we're coming close to the end of our time. But there's something you triggered a thought when you were talking about the other companies and the challenges there. It's not just a companies where you're coming in and starting something new in general customer experience sometimes can struggle with buy in across an organization doesn't always, but sometimes it does. Where have you seen those challenges? Not necessarily company, but what kind of what are the situations where you've seen challenges getting buy in for your CX ideas? And then how have you been successful in obtaining that buy in

Wes Dudley: 27:08

allocate part of it comes with experience, you know, I I've been lucky to have a very eclectic and Springfield my 35 years buying planning allocation, data analysis operations, so operations, customer care, I've been up to provide executive readouts and presentations very early in my career, you know, and quickly learned to adapt based on the executive that so the learnings I would sure share out here to like, add over the years is, you know, one, always temper poor with the plan and a white page that cost benefit analysis, show why the idea is important, what investment is needed, what to change, manage the look, fly, what is the ROI, how will successfully measured, and then measure it, you know, if your idea is shot down, don't be afraid to ask why understand the challenge and move on to the next idea if your idea was approved, but as stolen, don't try to save it, identify the failure, shut it down and move on to the next idea. You know, hopefully, all your ideas will be successful. They usually aren't, you know, not, not every one of mine had been. So take the win, but also learn to move on, on which ones they're better not winning, and conservative learning opportunity. And just move on to the next

Rick Denton: 28:18

one. You know, what I really like about that, Wes? And that story? Well, two things actually. One was the introduction of change management, how often is an idea overlooking the change management, they'll include the ROI, they'll include the investment required, they'll include the yada yada, yada, but forget about the fact that you're making change to people, and people will have to be guided through that change, hence, change management. And the other thought that came to mind, as you were saying that I was thinking, you know, it was his answer isn't necessarily a customer experience answer. And I think that's something that gets lost a lot in the customer experience world is we think we have to do something unique, we have to do something different when it comes to convincing others of ideas. But fundamentally, if a business is taking on a new idea, well, then it needs the same factors of convincing that you were describing there, maybe we have a little a new tool in our arsenal, and that is the customer and the customers voice. Fundamentally, though, everything you describe is how we get ideas move forward in business, and I love it. Wes, I enjoyed this conversation. If folks wanted to get to know more about you if they wanted to know a little bit more about Broad River, where should they turn to learn more?

Wes Dudley: 29:26

Absolutely right. Probably the best way to reach us is through LinkedIn. I'm very active on LinkedIn. And my search would be Wes Dudley all one word. Or you could search Broad River retail, and we'd be more than happy to connect that way. I really appreciate the time today. And I hope that you know, there was some nuggets taken out of this that someone can use in their future. But if anyone does have questions, I'm more than happy to answer if they want to reach out and I'll guide them. And thank you for having me today. I really enjoyed it.

Rick Denton: 29:56

Well, I'm really glad that you did Wes. I learned a ton not just about customer experience customer service, even the beginnings that we talked about AI and technology and, and how that impacts on the Change Manager and an agent. I also learned that there's someone out there that thinks that a grilled cheese and tomato soup is not a good food item to eat. But at least it's understandable why you feel that way, Wes. And I enjoyed that part of the story. So Wes, thank you for today. It was truly enjoyable. Wes, thank you for being on CX passport.

Wes Dudley: 30:28

I enjoyed it, Rick. Thank you.

Rick Denton: 30:35

Thanks for joining us this week on CX Passport. If you liked today’s 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, I’m Rick Denton and I believe the best meals are served outside and require a passport.