CX Passport

Five years. 262 episodes. Guests from over 50 countries. The last episode of CX Passport...Maybe?

This is not a typical episode. There is no guest. There is no CX framework or customer journey deep dive. What there is ... is Rick Denton sitting down to tell you what comes next for CX Passport, and how much he appreciates the listeners and guests for making it all possible.

What's happening with CX Passport?

Three paths are on the table.

-A hiatus ... because sometimes even Ross and Rachel needed a break.

-A full shutdown ... because every season has an end.

-Or a sale ... to the right buyer who wants to carry this global conversation forward. Rick lays out all three, including a fourth wildcard he calls the Janice Clause.

But before the announcement, there is genuine gratitude. For the guests from over 50 countries who took a chance on an unproven host with a microphone sitting on a stack of borrowed books. For the listeners tuning in from over 90 countries. For every conversation that never should have happened ... and did anyway.

A special mention to Santhakumaran Atmalingam, the very first CX Passport guest, episode one, who took that chance before any of this existed. https://www.linkedin.com/in/santhakumaran/

And a credit long overdue ... the voice behind "This is your Captain speaking" belongs to Nicholas Zeisler. https://www.linkedin.com/in/zeislerconsulting/

This time around, Rick heads into the First Class Lounge himself ... and answers the questions he's been asking guests for five years.

CX Passport may be at a crossroads. Rick is not. He's already over at The Loud Quiet, the podcast and community he co-hosts with his wife Clancy. If you've followed Rick here, that's where he's headed next. Come along. https://www.theloudquiet.com

CHAPTERS

00:00 This is not just a thank you episode

02:15 How CX Passport started in 2021

05:30 First guest Santhakumaran Atmalingam and the origin of the show's name

08:45 What CX Passport became ... 50+ countries, 90+ listener nations

12:00 What CX Passport made possible

15:00 First Class Lounge ... Rick answers his own questions

19:30 The three paths for CX Passport

23:00 The Janice Clause

24:15 Where to find Rick next

Santhakumaran Atmalingam, Episode 1 guest: https://www.linkedin.com/in/santhakumaran/

Nicholas Zeisler, Voice of "This is your Captain speaking": https://www.linkedin.com/in/zeislerconsulting/

The Loud Quiet: https://www.theloudquiet.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With Curious to Committed - Alyssa Nolte E261

Tue, 02 Jun 2026 02:00:00 -0500

Your buyer isn't thinking about you nearly as much as you think they are.

Alyssa Nolte built her career on consumer psychology and buyer behavior research... eye tracking, presidential campaign advertising, the science of what moves people from curious to committed to coming back. She now runs Ology Collective, helping companies understand how their customers actually buy, not how they assume they buy.

That gap between assumption and reality is bigger than most companies realize. Customers don't care about your departments, your KPIs, or your internal language. They experience your brand as one continuous thing. And every time the effort of working with you outweighs the value you deliver, the math quietly turns against you.

What you'll learn in this episode:

Why companies design experiences for themselves instead of their customers... and how to break that pattern

The effort vs. value equation that quietly kills customer retention

The line between motivating a buyer and manipulating one

How LinkedIn authenticity can open real business relationships

Why 80% capacity is a feature, not a bug

CHAPTERS

00:00 Consumer psychology meets customer experience

02:35 The self-reinforcing echo chamber problem

05:13 Productivity culture as a barrier to customer empathy

08:00 The effort vs. value equation across the customer journey

10:14 The line between motivating and manipulating

12:50 Do customers share blame for bad experiences

14:45 First Class Lounge

19:54 The Notorious Plant Killer ... authenticity on LinkedIn

24:56 What 140+ podcast conversations taught Alyssa about buyers

27:01 Podcasting as an authentic brand connection tool

Guest Resources

Alyssa Nolte on LinkedIn: https://www.linkedin.com/in/alyssanolte/

The Growth Signal Podcast: https://rss.com/podcasts/thegrowthsignal/

Alyssa's Substack - Alyssa Likes To Talk: @alyssalikestotalk

Alyssa's website: https://alyssanolte.com/

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With Connective Core Communication - Melissa Bardsley E260

Tue, 19 May 2026 02:00:00 -0500

What does your team actually mean when they say "world class"? Melissa Bardsley has spent her career across banking, manufacturing, and SaaS ... and she keeps arriving at the same answer. Communication isn't a soft skill. It's the infrastructure.

What you'll learn in this episode:

Why transactional and SaaS support require completely different hiring profiles
How one interview question about a chicken coop reveals more than a resume ever will
Why leaders avoid difficult conversations ... and what it costs when they do
How average handle time can turn your support team into clock watchers
Why a fresh set of eyes on a broken process is one of the most underrated leadership tools

CHAPTERS

00:00 Support across banking, manufacturing, and SaaS

02:01 Transactional vs. complex support environments

04:41 Hiring for curiosity and learning agility

07:42 Rebuilding confidence after hiring mistakes

09:02 Difficult conversations and why timeliness matters

10:40 Defining "world class" so your whole team means the same thing

12:59 Common language as the North Star for metrics and culture

15:18 First Class Lounge

19:32 Metrics as weapons vs. metrics as coaching tools

22:54 Starting with data when you walk into a broken situation

24:34 Low-hanging fruit and the power of a fresh set of eyes

25:47 Navigating sacred processes that need to change

Melissa Bardsley on LinkedIn: https://www.linkedin.com/in/melissabardsleync/

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One Where the Brain Doesn't Lie - Dr. Laura Beavin-Yates E259

Tue, 12 May 2026 02:00:00 -0500

What your customers feel in the moment and what they tell you later are two different things. Dr. Laura Beavin-Yates has spent years measuring the gap ... and the science behind it will change how you think about experience design.

What you'll learn in this episode:
-Oxytocin isn't the love hormone - it's the meaning hormone, and it fires in negative experiences too.
-Post-experience surveys don't measure the experience. They measure memory, filtered through whatever mood the customer is in three days later.
-Brain synchronicity means a fully immersed contact center agent pulls the customer in with them.
-Six moments of full oxytocin release per day predicts whether a person reports thriving - not just coping.
-Biometric data can be anonymized and still tell you everything you need to know about what your customer actually felt.

CHAPTERS
00:00 Oxytocin and what meaningful connection actually means
03:08 Negative experiences and how the brain stores them
06:17 Measuring oxytocin without a needle - 20 years of research
08:56 Why post-experience surveys miss the real story
13:32 Practical CX applications - resorts, stadiums, contact centers
16:24 Employee experience and brain synchronicity
18:08 First Class Lounge
23:27 Neuroscience, neuro marketing, and CX - the connective tissue
27:15 Privacy, anonymization, and the ethics of biometric data
31:09 The Six app and six moments for thriving
33:43 Where to find Laura and Immersion

Guest Links
LinkedIn: https://www.linkedin.com/in/laura-beavin-yates/
Immersion: https://www.getimmersion.com/

Related Episode
The One With The Magic...Really!...The Orlando Magic! - Katie Miller E23: https://www.cxpassport.com/1736603/episodes/8911630

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With Fun As A CX Strategy - Claire Bristowe E258

Tue, 28 Apr 2026 02:00:00 -0500

What happens when a pensions company decides to fight regulatory complexity with game shows, cartoons, and podcasts? Claire Bristowe made it work ... and has 30,000 hours of employee participation, six gold awards, and a two-month waitlist for live call listening to show for it.

What you'll learn in this episode:

How regulation in financial services became a CX asset, not a barrier
Why fun was the only strategy that could reach the disengaged
What 53 research sessions taught Claire before she launched anything
How live call listening creates accountability that outlasts the session
Why one sentence in a letter was worth 1.3 FTE

CHAPTERS

00:00 Regulation as a CX asset in financial services

02:53 Bringing customers into legal document design

05:42 64 customers applied to review three documents

08:35 Why fun became the strategy ... and how it was chosen

11:55 Where Claire actually started: 53 research sessions

13:51 Live call listening: the highest-engaged initiative

16:00 First Class Lounge

19:08 Targeting the disengaged ... not just the willing

22:10 Balancing immediate reaction with long-term roadmap

23:21 The promoter team: 34 colleagues across the business

25:48 Accountability after the session ends

28:20 Small changes, real financial results

30:14 Connectivity as a CX team's hidden value

Connect with Claire Bristowe on LinkedIn: https://www.linkedin.com/in/claire-bristowe-ccxp-102026135/

I'm Rick Denton and I believe the best meals are served outside and require a passport.

This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One Where Everyone Should Have A Podcast - Greg Wasserman E257

Tue, 21 Apr 2026 02:00:00 -0500

Greg Wasserman has spent his career in media and relationships ... not in CX. But listen to how he talks about community, humanization, and audience connection and you'll hear customer experience thinking at every turn. As head of relationships at RSS.com, Greg is helping podcasters grow and think strategically about their shows. The lessons reach well beyond podcasting.

Audience vs. community: a community talks back and helps each other ... an audience just consumes
Silos exist at every company size ... what changes is whether the mindset does
Humanizing software means giving customers access to real people, not just good UI
Greg went from churn-and-burn sales to taping chocolate bars to his business card ... the relationship era of his career
A podcast is the greatest relationship engine available ... and downloads are not the point

CHAPTERS
00:00 Introduction
01:35 Every role has a customer ... even if the title doesn't say so
03:21 Silos, startups, and losing the customer in the noise
05:59 Audience vs. community ... what's the real difference
08:13 Building community at RSS.com and why humanization matters
12:47 Balancing raw customer input with product roadmap decisions
14:41 First Class Lounge
19:44 How Greg's sales approach broke and what replaced it
22:47 The chocolate bar strategy and customer lifetime value
23:55 Where software companies get experience right ... and where they miss
27:05 Everyone should have a podcast
30:19 Podcasting as a relationship engine, not a download game
31:38 Where to find Greg

Greg Wasserman on LinkedIn: https://www.linkedin.com/in/gregwasserman/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With the CFO Who Thinks Like a Customer - Mohamed Isa E256

Tue, 07 Apr 2026 02:00:00 -0500

Mohamed Isa has been the CFO. He’s built businesses. He’s written 20 books. And yet his most powerful lesson is simple… stop chasing numbers and start understanding customers.

In this episode of CX Passport, Mohamed breaks down what changes when finance leaders truly see customer experience from the inside… and why organizations lose revenue when they treat CX as someone else’s job.

What you’ll learn in this episode:

Why CFOs must think beyond numbers to drive real growth
How a single sentence sold more product… and changed internal strategy
The hidden cost of under-communicating with customers
Why bad service spreads faster than good service
How service culture determines whether CX succeeds or fails

CHAPTERS
00:00 CFO perspective on customer experience
03:00 The “50 showers” lesson in customer language
05:00 Why organizations ignore obvious CX truths
06:30 Travel, expectations, and human experience
09:00 How CX drives revenue at a country level
11:00 The bad bank experience that became a book
15:30 First Class Lounge
19:00 The danger of under-communicating
23:00 Everest Base Camp and accountability in CX
26:30 Why service culture is everything
28:00 Bahrain’s CX leadership and government experience

Guest Links
LinkedIn: https://www.linkedin.com/in/mohdisa
Book: https://www.goodreads.com/book/show/40660063-chai-karak
Bahrain CX example: https://bahrain.bh/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The one with the war in Ukraine and CX - Anastasia Vladychynska - Greatest Hits E255

Tue, 31 Mar 2026 02:00:00 -0500

Why would customer experience matter during a war?

This week’s CX Passport is a Greatest Hits episode from earlier in the show’s history.

A scheduled guest from Israel needed to postpone recording due to the current conflict in the region. That moment prompted a return to this conversation with Ukrainian CX consultant Anastasia Vladychynska about what customer experience looks like during war.

It’s a difficult topic... but an important one.

In this episode, Anastasia shares how Ukrainian companies continued serving customers during the war and why the organizations that survived were the ones that had already built strong cultures and real relationships with employees, customers, and vendors.

Moments of extreme crisis reveal what companies truly believe about their people and their customers.

Insights From This Episode

• A crisis exposes a company’s true values
• Strong employee relationships help companies survive
• Vendor relationships can determine whether a business continues operating
• Respect and culture create resilience in crisis
• “Stop doing CX until you change your company”

CHAPTERS

00:00 Why this Greatest Hits episode is being shared
01:42 Welcome to CX Passport
02:06 Introducing Anastasia Vladychynska
04:11 Does CX matter during war?
05:58 Culture as the foundation for resilience
09:22 How to “war-proof” your company
15:30 The resilience of Ukrainian businesses
18:31 The beauty and culture of Ukraine
22:08 First Class Lounge
25:18 “Stop doing CX until you change your company”

Guest Links

LinkedIn https://www.linkedin.com/in/anastasia-vladychynska-622443a/
Facebook https://www.facebook.com/nastya.vladychynska
YouTube https://www.youtube.com/channel/UCXXOYKyGpkngUYvn1hqyXKQ

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With CX Gold From Startup Hay – Lisa Guzman E254

Tue, 24 Mar 2026 02:00:00 -0500

What does it really take to build customer experience when there is no real system, no polished playbook, and no office hallway to lean on? In this episode of CX Passport, Lisa Guzman shares what she has learned from building CX in remote startup environments, leading without micromanaging, and creating the kind of intentional culture that helps people grow. From understanding global customers to turning messy support operations into something scalable, Lisa offers a practical look at what strong CX leadership really requires.

Remote leadership requires intentional connection because teams do not have the natural culture, casual conversations, or shared rhythms that happen in person.
Great CX starts with understanding the customer, especially when serving people across countries, cultures, and expectations.
Startup leaders often think they know what support needs until someone experienced shows them the gaps in tools, metrics, and workflow design.
Managing remote teams well means setting clear expectations, avoiding micromanagement, and giving people room to take ownership.
Mentorship builds stronger teams, creates cross-functional influence, and makes it possible for leaders to actually step away with confidence.

CHAPTERS
00:23 Introduction to Lisa Guzman
01:23 Building CX in remote startup environments
05:07 Understanding global customers and cultural humility
10:34 Turning startup hay into CX gold
15:40 First Class Lounge
22:41 The real pros and cons of remote leadership
26:26 How leaders let go without losing control
30:47 Why mentorship matters in CX
34:00 Where to connect with Lisa
34:53 Closing

Guest links
Lisa Guzman on LinkedIn: https://www.linkedin.com/in/lisa-guzman-bb81b653/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With Leading Neurodivergence CX – Stine Marsal E253

Tue, 10 Mar 2026 02:00:00 -0500

In this week’s CX Passport, The One With Leading Neurodivergence CX – Stine Marsal E253, Stine challenges how we think about customer experience results. From airport security to inclusive design, she makes the case that CX only works when it serves the business strategy… and when it reduces real barriers for real people.

Stine Marsal, the first CX Passport guest from Denmark, shares how her work at Copenhagen Airport reshaped her thinking. Stop centering only the customer. Start centering the people delivering the experience. And always tie experience to measurable business outcomes.

Here are five key insights from the episode:

• CX delivers results when it removes employee barriers, not when it adds fluffy expectations
• Designing for neurodivergence and hidden disabilities improves experience for everyone
• One in four people may have a hidden disability… and that has real business impact
• NPS without context can mislead strategy and frustrate customers
• The comments matter more than the score… eliminate recurring pain points and results follow

CHAPTERS
00:00 Welcoming the First Guest from Denmark
01:55 From Tivoli to Copenhagen Airport
03:24 Stop Centering Only the Customer
06:29 Why Stine Built a Practitioner Community
10:06 The CX Industry’s Results Problem
11:55 Mapping Disability Barriers in Airports
14:45 One in Four Have Hidden Disabilities
17:50 Designing for Cognitive Load
21:52 First Class Lounge
25:22 Rethinking NPS and Metrics
29:40 Why Comments Matter More Than Scores
31:10 The Customers Who Never Come

Guest Links
LinkedIn: https://www.linkedin.com/in/stinemarsal/
Website: https://www.stinemarsal.dk/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With the American Medical Association CX – Gloria Gupta E252

Tue, 03 Mar 2026 02:00:00 -0600

Gloria Gupta leads CX transformation at the American Medical Association.
Not a small lift. Not a short-term initiative.

A 200-year-old institution.
450 million in revenue.
Physicians as customers.
Patients as the ultimate impact.

In this episode, Gloria shares what it really takes to unify service, build enterprise CX, and make customer experience a measurable attribute of brand and culture.

5 Key Insights
• The AMA’s primary customer is the physician … but the physician’s customer is the patient
• CX transformation began by unifying service into one omnichannel team serving 98% of AMA service interactions
• More than 900 improvements have been implemented across the enterprise, many of them significant
• 400 employees are directly involved in CX … one in four across the organization
• The shared mission: identify and remove customer friction

CHAPTERS
00:00 Intro and Rick’s personal AMA connection
02:00 Who is the AMA customer?
04:00 Why CX matters at a 200-year-old institution
08:00 Healthcare evolution … EHRs, COVID, telehealth, and AI
13:30 Unifying service across the enterprise
17:00 Authentication friction and enterprise CX launch
20:00 Building trust through measurable wins
22:30 First Class Lounge
26:50 900 improvements and aftercare strategy
30:30 AI, policy, and the future of healthcare CX
33:00 Real data, real outcomes, real collaboration

Connect with Gloria
LinkedIn: https://www.linkedin.com/in/gloria-gupta-rdh-ms-fcxp-4760939/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With the Answers in the Field – April Sabral E251

Tue, 24 Feb 2026 02:00:00 -0600

Technology is loud. Agentic AI. Automation. Platforms. Dashboards.

Meanwhile, the person who greets the customer at the door still determines whether that experience succeeds.

April Sabral spent more than 30 years leading over 350 physical retail stores. In this episode, she explains why the answers to better customer experience aren’t sitting in a conference room … they’re already in the field.

And y'all will not want to miss the Starbucks name-on-the-cup story … including how it started in a Miami Beach store and solved a real operational problem overnight.

What You’ll Learn
Why frontline managers … not technology … determine store performance
How the Starbucks “name on the cup” idea started as a simple operational fix
The danger of promoting high performers without leadership training
Why skill-building beats “just be friendly” every time
The leadership test: If you left your job … would your team follow you?

CHAPTERS
00:00 Introduction to April Sabral
02:00 Where the CX conversation misses reality
05:00 The Starbucks name-on-the-cup origin story
08:20 Why simple solutions outperform complex tech
10:40 Bridging the gap between field and head office
14:15 What actually makes in-store CX work
19:40 Process discipline vs. customer experience
23:40 Would your team follow you?
26:00 Why retail promotes too fast
29:00 The future of physical retail in an AI world
31:00 How to connect with April

Guest Links
Website: https://www.aprilsabral.com/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With Designing The Ending - Joe Macleod E250

Tue, 10 Feb 2026 02:00:00 -0600

CX to sin. Peak-end to forgiveness. Episode 250 won’t be what you’re used to.

This milestone episode examines how experiences actually end, and why organizations avoid designing that moment. In a wide-ranging conversation with Joe Macleod, CX Passport connects customer experience to religion, environmental responsibility, shame, and the circular economy. The conversation challenges the idea that endings are merely operational details rather than emotional and moral ones. Joe also becomes the show’s first guest from Sweden, adding a perspective shaped by consensus, systems thinking, and responsibility.

5 Key Insights from the Episode

Most organizations never ask “How does this end?” as an experience, only as an operational handoff
The customer journey builds empowerment and agency, then abandons customers at the moment of exit
Shame appears when responsibility for disposal, data, or materials is shifted entirely to the customer
Religious and cultural frameworks offer richer language for endings than modern consumer systems
Poorly designed endings damage brand memory and trust long after the relationship is over

Chapters

00:00 Intro
02:00 Designing beginnings while ignoring endings
05:20 Shame vs guilt at the end of the customer journey
08:40 Dark patterns, abandonment, and off-boarding
11:30 Consumption and environmental responsibility
13:10 Sweden, the UK, and systems thinking
16:45 First Class Lounge
21:30 Religion, forgiveness, and consumer psychology
24:50 Buddhism, Shinto, and product endings
28:00 Brand damage caused by poor endings

Guest Links

Andend website https://www.andend.co
LinkedIn https://www.linkedin.com/in/josephmacleod/
Ends (book, affiliate link): https://amzn.to/3M3zDKL
Endineering (book, affiliate link): https://amzn.to/4atZWmy

Ends ebook — https://www.smashwords.com/books/view/744267
25% off discount code: NCKEV

Endineering ebook — https://www.smashwords.com/books/view/1116883
25% off discount code: NCKEV

Introduction to Endineering course — https://www.andend.co/introductionendineering-1
25% off discount code: 7D7AQF5

Continue the Journey

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer

The One Where She Works Past the Metrics – Frances Chapireau E249

Tue, 03 Feb 2026 02:00:00 -0600

Metrics are useful. Until they become the destination instead of the signal.

In this episode, Frances Chapireau joins CX Passport to talk about what happens after measurement. The conversation focuses on turning market research into insight and insight into decisions that actually influence the business.

This is a practical discussion about dashboards, interpretation, and the discipline required to move beyond reporting. It is about understanding customers well enough to act, not just measure.

Key Insights

Metrics describe outcomes, not underlying need
Market research only matters if it informs decisions
Dashboards can distance teams from customer reality
Insight comes from synthesis, not volume
CX maturity shows up in how organizations act on what they learn

CHAPTERS

00:00 Welcome and episode framing
02:34 Frances’ background and path into CX
06:12 Market research versus performance metrics
11:05 Where dashboards help and where they fall short
17:48 Turning data into usable insight
19:33 First Class Lounge
24:30 What organizations miss when they chase numbers
31:10 Making insight relevant to decision makers
38:22 Practical advice for CX teams trying to go deeper
43:55 Closing thoughts

Guest Links

Frances Chapireau on LinkedIn https://www.linkedin.com/in/frances-chapireau-62644b38/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With B2B CX – Kári Thor Runarsson E248

Tue, 27 Jan 2026 02:00:00 -0600

B2B customer experience is often treated like B2C with bigger contracts and longer sales cycles. That shortcut causes real problems. In this episode, Rick talks with Kári Thor Runarsson about why B2B CX needs its own thinking, its own metrics, and far more attention to relationships that quietly drift long before renewal.

Kári has spent his career in B2B, including startups and non-tech industries, questioning borrowed frameworks and shallow measurements. The result is a grounded conversation about silence, contracts, commoditization, and why experience is often the only real differentiator left.

Key Takeaways

B2B decisions involve multiple stakeholders with competing success metrics
Silence is one of the strongest churn signals in B2B relationships
Net Promoter Score breaks down quickly in complex B2B environments
Customer experience becomes decisive as industries commoditize
Startups often overestimate how well they understand customer dissatisfaction

CHAPTERS

00:00 Introduction and first Iceland-based CX Passport guest
02:00 Marketing and CX are more fluid than organizations admit
04:50 What B2B leaders misunderstand about customer experience
07:45 Silence, contracts, and how churn really starts
10:40 Stakeholders, misaligned objectives, and missed signals
14:20 CX maturity across regions and markets
16:00 First Class Lounge
20:30 Why CX matters most outside of tech and SaaS
24:20 Where B2C thinking hurts B2B CX efforts
27:00 CX advice for B2B startups
28:50 Where to find Kári and closing thoughts

Guest Links

Kári Thor Runarsson on LinkedIn https://www.linkedin.com/in/karithor/
Cliezen: https://www.cliezen.com

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With Simpler CX - Luis Carrillo E247

Tue, 13 Jan 2026 02:00:00 -0600

Customer experience doesn’t need to be complicated to work.
In this CX Open To Work episode, Luis Carrillo shares why simpler CX creates immediate impact…for customers, teams, and the business. From removing friction to building trust, this conversation focuses on CX that actually works.

5 CX Insights from the Episode

• Simpler CX delivers results customers, employees, and leaders can feel
• Listening to customers beats guessing every time
• Returns are a trust moment…not a policy problem
• Training and QA quietly power great experiences
• CX drives revenue when effort is reduced

CHAPTERS

00:00 Welcome + CX Open To Work
01:32 Why simpler CX creates immediate impact
04:18 Reducing friction without punishing good customers
07:24 CX as a revenue engine
10:52 Recovery, trust, and loyalty
12:03 First Class Lounge
16:17 What companies still miss in CX
19:15 What’s next for Luis

Guest Links

LinkedIn: https://www.linkedin.com/in/luiscarrillo-21a70520/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With the Slow CX – Sarah Kinard E246

Tue, 06 Jan 2026 12:00:00 -0600

What if customer experience isn’t fast, frictionless, or flashy…but deliberate, long-term, and built over years? Sarah Kinard talks about why CX in architecture, engineering, and construction is inherently slow CX…and why that perspective may be exactly what other industries need.

5 Insights from the Episode

CX in AEC unfolds over years…not moments, journeys, or transactions.
Clients aren’t just buying outcomes anymore…they’re buying clarity, foresight, and shared accountability.
The post-2009 talent gap created a “missing middle,” weakening CX instincts across firms.
CX struggled to scale because it relied on heroic individuals instead of systems.
Primary research focused on intent, not opinion, leads to smarter growth decisions.

CHAPTERS

00:00 Welcome to CX Passport
02:00 CX in AEC…from toilets to symphony halls
05:20 Risk, confidence, and defensible decisions
06:45 The generational talent gap and CX instincts
09:40 Why “soft skills” are essential business skills
10:55 The role of the SMPS Foundation
12:30 Growth, research, and the Flamingo Project
15:25 Intent vs opinion in customer research
17:20 First Class Lounge ✈️
20:45 Peak-end rule in a 10-year experience
23:30 Why CX lagged…and why it’s catching up
28:15 AEC as the ultimate team sport

Guest Links:

SMPS Foundation - https://www.smps.org/
The Flamingo Project - https://theflamingoproject.com/
LinkedIn - https://www.linkedin.com/in/sarahkinard/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

2025 1st Class Lounge Holiday Special part 2 – E245

Tue, 30 Dec 2025 02:00:00 -0600

Welcome to part 2 of the annual CX Passport First Class Lounge Holiday Special. As the year wraps up and I look ahead with excitement to 2026, I’m sharing even more of my favorite First Class Lounge moments from earlier this year.

This round features Doug Rabold, Irina Mateeva, Michel Stevens, and Tori Signorelli. Travel surprises, food loves, childhood “no thanks” dishes, and the must-have items they keep in their travel kits… it’s a fun way to ease out of the holidays and step into the new year.

I hope you’ve had a wonderful holiday season… and I wish you a very happy New Year. Here’s to an amazing 2026 ahead.

CHAPTERS

00:00 Welcome to the second week of the 1st Class Lounge Holiday Special
00:47 Doug Rabold enters the First Class Lounge
05:15 Irina Mateeva enters the First Class Lounge
09:06 Michel Stevens enters the First Class Lounge
13:55 Tori Signorelli enters the First Class Lounge

Listen: https://www.cxpassport.com

Watch: https://www.youtube.com/@cxpassport

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

2025 1st Class Lounge Holiday Special part 1 – E244

Tue, 23 Dec 2025 02:00:00 -0600

Welcome to part 1 of the annual CX Passport holiday tradition… the 1st Class Lounge Holiday Special. I take a little break during the holidays, and while I do, I love sharing some of the most fun First Class Lounge moments from earlier in the year.

This episode brings back lively lounge moments from Michelle Pascoe, Sean Cherry, Rachel Sheriff, and Vinay Parmar. Travel dreams, favorite foods, quirky dislikes, and simple joys… it’s a festive, easy listen for your own downtime.

Wishing you a wonderful holiday season and a fantastic New Year. Enjoy part 1… part 2 arrives next week.

CHAPTERS

00:00 Welcome to the 2025 1st Class Lounge Holiday Special
00:47 Michelle Pascoe enters the First Class Lounge
04:46 Sean Cherry enters the First Class Lounge
09:20 Rachel Sheriff enters the First Class Lounge
14:32 Vinay Parmar enters the First Class Lounge

Listen: https://www.cxpassport.com

Watch: https://www.youtube.com/@cxpassport

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The one with the DAF CX – Dr. Liz Okuma E243

Tue, 16 Dec 2025 02:00:00 -0600

When you think “endowment foundation,” customer experience probably isn’t the first thing that comes to mind. Yet Dr. Liz Okuma, Director of Client Experience at the American Endowment Foundation, is reshaping how donor advised funds deliver trust, responsiveness, and ease… even when nearly all interactions happen without ever seeing a client face to face. This conversation reveals how listening, collaboration, and design thinking translate into real business impact.

5 Insights From the Episode
-DAFs are booming… and CX is becoming a differentiator
-Two customer groups, one experience mission
-Internal listening is gold
-Journey mapping unlocked cross-functional momentum
-Culture changes when employees own CX

CHAPTERS
00:00 What is a donor advised fund… and why CX matters
02:50 Serving donors vs. serving financial advisors
05:30 Looking out the window… not the mirror
07:54 Listening to frontline teams
09:33 Making best in class tangible
11:05 Journey mapping and quick wins
13:24 Cutting a process from 3.5 months to six weeks
15:58 Measuring what matters
17:10 First Class Lounge
21:56 Getting non-client-facing teams invested in CX
24:29 The power of stories and internal visibility
26:53 Cross-functional influence in action
29:33 Where to find Liz

Guest Links
AEF Website: https://www.aef.org/
LinkedIn: https://www.linkedin.com/in/liz-okuma/

Mentioned in the Episode
Bose QuietComfort Headphones https://amzn.to/44e3hCT Affiliate Link

Your Next Steps
Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With AI Product Design – Jon Deragon E242

Tue, 09 Dec 2025 02:00:00 -0600

Jon Deragon brings a global lens to AI product design as the Head of Design at FPT, the sponsor for today’s episode. Thank you FPT for collaborating with CX Passport.

Jon guides a 140+ person design org building everything from mobile apps to automotive interfaces while navigating the rapid shift into AI and multimodal experiences. This conversation gets into what modern design teams truly need to succeed and how respect transforms the design and development partnership.

Here are five insights you’ll hear in this episode:
• How multimodal input changes the entire UX landscape
• Why design literacy helps… but “everyone is a designer” does not
• The real fix for design and development friction
• Why centralizing design creates more meaningful output
• How AI learning happens in layers and why that matters

CHAPTERS

00:00 Welcome
00:16 Jon’s global path and design focus
01:52 Designing for AI
03:38 Multimodal input
05:17 Keeping pace with AI
11:12 Should everyone be a designer
14:44 First Class Lounge
21:01 Structuring a large design org
24:15 Making design and development collaboration healthy
28:03 Respect as a design principle
29:04 Where to learn more about Jon and FPT

GUEST LINKS

FPT: https://fpt.com/
Jon’s website: https://jonderagon.com/

THREE WAYS TO KEEP EXPLORING CX PASSPORT

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With Where Charging More Grew The Business – Dom Hodgson E241

Tue, 02 Dec 2025 02:00:00 -0600

Charging more… and growing because of it? Dom Hodgson shows exactly how that works. Recorded in person as a CX Passport Live episode at The Alliance Mastermind hosted by Vance Morris, Dom brings a fresh pet-industry lens to universal business truths. He gets practical… pricing, differentiation, customer magic, and how to run a business that doesn’t steal your weekends. Dog adventures, Disney-fied touches, and straight-talk guidance make this conversation fun and genuinely useful for any business.

5 Insights From This Episode

Why most businesses… including pet businesses… undercharge and how to confidently raise prices
How a simple language shift created a premium service category
Why sending physical newsletters still drives retention
A low cost way to Disney-fy your customer experience
How the right butts in the right seats transforms family-run operations

CHAPTERS

0:00 Welcome to CX Passport Live with Dom Hodgson
1:25 Dom’s background and how he entered the pet world
2:21 The fastest place he spots money leaks
3:30 Why owners fear raising prices
5:51 The power of physical newsletters
7:33 How the dog adventure business started
9:03 Differentiating through language and experience
10:31 First Class Lounge
13:08 A practical Disney-fy move any business can use
15:03 Simple automation that boosts retention
17:46 Running a family business without chaos
20:41 How to reach Dom

Guest Links

Dom Website: https://www.petbusinessmarketing.com/
How to Disnify Your Pet Business book: https://www.petbusinessmarketing.com/magicbook

Bring CX Passport Live to your event: https://www.cxpassportlive.com/
Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer:
This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The one with the kids who never quit – Sara Abbott on CX Passport Live E240

Tue, 25 Nov 2025 02:00:00 -0600

What happens when you build a workplace so strong, your talent never quits?
CX Passport Live sits down with Metropolis Resort GM Sara Abbott to unpack how a clear hiring philosophy and intentional talent development fuel consistent quality and operational success.
Recorded live at The Alliance Mastermind Event… packed with lessons every service leader can use.

5 insights from Sara
• Why hiring kind people creates a foundation for quality and consistency
• How Metropolis turns first time workers into reliable, long term contributors
• The business value of Metropolis University and its life skill approach
• Why human hospitality still wins even when digital efficiency is tempting
• How leadership behaviors shape a culture that strengthens retention

CHAPTERS
0:00 Welcome to CX Passport Live
0:36 Meet Sara Abbott and Metropolis Resort
1:50 What Sara notices first in any resort
3:43 How Metropolis University began
6:53 Life skills that strengthen retention
7:55 Hiring young workers who stay
10:59 Building a culture of kindness
12:28 Growing leaders from within
15:56 First Class Lounge
23:42 Keeping hospitality human in a digital world

GUEST LINKS
Metropolis Resort https://metropolisresort.com/

MORE CX Passport...

Bring CX Passport Live to your event: https://www.cxpassportlive.com/
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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With Science And Imagination Driving Transformation - Trina Di Giusto E239

Tue, 18 Nov 2025 02:00:00 -0600

Curiosity from the lab. Creativity from marketing. Transformation across a global pharma giant. Trina Di Giusto brings a scientist’s discipline and a storyteller’s instinct to CX. She explains how decentralized teams can still create harmony, why AI is tempting but rarely the fix, and what it takes for change to stick in a complex organization.

5 Insights From This Episode
• Scientific thinking becomes a CX advantage… methodical meets imaginative
• Pharma customers span patients, providers, payers, and regulators
• Delegation without orchestration leads to fragmentation
• AI only works when the underlying process is healthy
• Real change lasts when vision, skills, incentives, resources, and action align

CHAPTERS
00:00 Meet Trina from Basel
01:27 When science meets storytelling
03:47 Logic in a creative world
05:50 Blurring science and marketing
08:29 Defining CX in pharma
11:18 Delegation versus orchestration
13:57 First Class Lounge
18:01 Why tech is not the fix
22:51 What change management really requires
25:56 Lessons across six transformation cycles
28:06 Final takeaways and how to reach Trina

Guest Links
LinkedIn: https://www.linkedin.com/in/trinadigiusto/

Listen, Watch, Newsletter
Listen: https://www.cxpassport.com

Watch: https://www.youtube.com/@cxpassport

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With Pharma CX – Silvi Haldipur E238

Tue, 11 Nov 2025 02:00:00 -0600

Pharma and CX… not exactly two words you hear together often. But what happens when customer experience thinking meets healthcare? Silvi Haldipur has lived it. From personal experience to transforming patient, provider, and payer experiences at GSK and Merck, she’s proving that empathy and data can coexist to truly save lives.

5 Insights from This Episode
• CX in pharma isn’t impossible… it’s essential. Silvi shares how she turned a deeply personal healthcare experience into her mission for better patient outcomes.
• Beyond ads and emails… why support, not slogans, is what patients really need.
• What pharma can learn from design thinking, ethnography, and on-the-ground empathy.
• How “wraparound programs” simplify post-prescription chaos and actually improve outcomes.
• The rise of the Chief Customer Experience Officer in pharma… and why it’s long overdue.

🕒 CHAPTERS
00:00 Welcome and Silvi’s path from advertising to pharma
03:00 A personal story that reshaped her view of healthcare
06:00 Seeing patients, providers, and payers as customers
09:00 Ethnography and field visits to get inside the experience
12:00 Fixing the “after the prescription” experience
16:00 Brand promise meets patient promise
19:30 First Class Lounge
23:00 Data vs. insight and the pit bull story
26:00 Why pharma needs CXOs
28:30 What Silvi would change about her healthcare experience
31:00 Closing thoughts

Guest Link
LinkedIn: https://www.linkedin.com/in/silvihaldipur/

Listen / Watch / Subscribe
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I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer:
This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

The One With Behavior Driven CX - Candy Kothmann E237 Greatest Hits

Tue, 04 Nov 2025 02:00:00 -0600

How do you deliver empathy at scale when the stakes are life-changing?

In this *Greatest Hits* episode of CX Passport, recorded live in Austin as a CX Passport Live, Candy Kothmann shares what it means to lead a customer experience operation inside a government agency...the Texas Workforce Commission.

Originally aired as Episode 207, this conversation opened eyes to the human side of CX in crisis situations. Candy’s team supports Texans during unemployment... moments filled with fear, frustration, and uncertainty...and does it with respect, empathy, and a behavior-based performance model that drives real connection.

CHAPTERS
00:00 Respect, compassion, and courtesy
03:50 Building empathy into every call
05:48 Balancing efficiency and humanity
07:47 Turning emotional calls into positive experiences
09:03 Crisis response and wellness checks
11:09 Supporting agents after difficult calls
12:37 First Class Lounge
16:32 Managing complaints in a regulated environment
19:18 Improving what you can control

If you like CX Passport, I have 3 quick requests:

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With the Retention Revelation – Daniel Granja Baltazar E236

Tue, 28 Oct 2025 02:00:00 -0500

Why do so many companies chase new customers when the math clearly proves that retention wins every time? Daniel Granja Baltazar joins from Rotterdam to unpack the “retention revelation”... how conversion rate optimization (CRO) is really about experience, not just clicks. Daniel’s global lens from the Netherlands to Brazil gives a fresh take on blending sales, marketing, and CX into one connected journey.

✈️ 5 First-Class Insights

Conversion is the outcome, not the goal. Real CRO success starts with understanding the customer’s experience.
Retention beats acquisition. Companies still pour money into getting new customers, while neglecting why current ones leave.
Listen before assuming. Numbers reveal what’s happening... but only talking to customers reveals why.
Bridge the silos. Sales, marketing, and customer service thrive when united by shared goals and active communication.
Empathy drives everything. The best in sales, marketing, and CX are curious first, persuasive second.

🕓 CHAPTERS

00:00 Welcome to Rotterdam
1:40 CRO vs CX: What’s the real difference?
4:24 The retention revelation
7:08 Why companies ignore their data’s advice
10:27 Rewarding existing customers
12:33 Global differences in customer culture
15:08 First Class Lounge
18:09 The watchmaker side hustle
19:34 The Wolf of Wall Street myth of sales
21:27 Empathy as the CX superpower
22:56 Breaking the silos
25:44 How qualitative insights drive smarter decisions
28:33 Talk to your customers... or you’re doing it wrong

🔗 Guest Links

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

Watch store: https://uniqwatchmods.nl/

🎧 Listen / Watch / Subscribe

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One Where Construction Becomes CX – Alyssa Staats E235

Tue, 21 Oct 2025 02:00:00 -0500

How can construction and customer experience possibly connect? Alyssa Staats shows us exactly how. From hard hats to HVAC, Alyssa reveals how CX shows up in the most unexpected corners of the AEC world (architecture, engineering, and construction). It’s not just about blueprints and budgets... it’s about people, relationships, and trust.

5 Insights from Alyssa Staats
• CX isn’t just external... winning the internal customer first builds trust that flows to the client.
• Safety isn’t compliance... it’s culture. When people feel protected, they deliver better work.
• In an industry built on specs and codes, experience becomes the real differentiator.
• The Design Assist model brings collaboration early... design and construction working together for smoother CX.
• Making your team the hero turns technical experts into brand storytellers.

CHAPTERS
00:00 Intro
01:20 From marketing to construction CX
03:00 Winning the internal customer
05:10 Turning safety into company culture
08:40 Customers notice when crews care
11:30 Overcoming resistance to safety culture
14:20 First Class Lounge – Norway, Japan, and sunscreen
18:40 Bringing humanity to construction relationships
20:40 Delivering CX through collaboration
22:10 Design Assist and why it matters
25:15 Speaking the language of the field
27:30 How to connect marketing and field teams
28:10 Where to find Alyssa

Guest Links
Alyssa Staats on LinkedIn: https://www.linkedin.com/in/alyssafs/
Society of Marketing Professional Services: https://www.smps.org/

✈️ Explore More
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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With The Training Clothing - Jannecke Drangert-Hveding E234

Tue, 14 Oct 2025 02:00:00 -0500

Customer experience isn’t about buzzwords or awards...it’s about creating real value.

In this episode, Jannecke Drangert-Hveding joins from Norway to challenge the CX world on what truly matters. From digital transformation to Nordic trust, from humble leadership to the balance of human and tech...she brings the hard questions and the honest answers.

What you’ll hear in this episode:

Why CX isn’t an “industry” but a way to solve real customer problems
How Nordic cultures shape digital adoption...and where human interaction must remain
The role of trust in public and private sector experiences
Why humility and alignment beat frameworks and job titles
The future of CX as an integrated business strategy, not a bolt-on team

CHAPTERS
00:00 Intro & guest welcome
01:17 Should CX teams even exist?
04:30 Trade-offs and humility in CX leadership
05:41 Nordic culture, digital adoption, and saving time
07:30 Finding the right balance of digital and human
09:37 Why Nordic governments succeed with digital trust
13:25 CX without formal CX teams
17:56 First Class Lounge
22:07 CX as “training clothing”...action matters
25:04 The integrated future of CX
26:19 Where to find Jannecke

Guest Links
Website: https://customerc.no

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

Listen / Watch / Subscribe
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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With Brazilian CX Trust - Cami Ferreira E233

Tue, 07 Oct 2025 02:00:00 -0500

Trust may be Brazil’s CX superpower... but that’s just the start.
Cami Ferreira brings more than culture insights. She brings a finance-first perspective that helps CX leaders finally speak the language of the boardroom. She shares how failures are fuel for better CX, why Brazil’s “Complain Here” platform changes accountability, and what it takes to transform a contact center into a profit center. Oh, and we still find time to talk coxinha, brigadeiro, and why salad remains a childhood trauma.

What you’ll discover in this episode:

Trust in Brazil as a competitive advantage that accelerates decisions
How “Complain Here” created accountability and changed company reputations
Why CX leaders need to stop sounding like toddlers and start speaking finance
A 3-pillar framework for turning contact centers into growth engines
The First Class Lounge: stars in Chile, cruises in Alaska, coxinha, brigadeiro... and no salads allowed

CHAPTERS
00:00 Intro to Cami Ferreira
02:28 Brazilian culture, trust, and CX
05:26 Complaints in Brazil: Reclame Aqui
10:54 Finance as CX’s secret weapon
18:25 First Class Lounge
24:24 Learning from failures in CX
27:16 Turning contact centers into profit centers
29:28 Guest links & wrap-up

Guest Links
LinkedIn: https://www.linkedin.com/in/camilaferreiraglobal/

Long Live CX Book: https://amzn.to/4gEgOsv
(affiliate link)

Listen / Watch / Subscribe
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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One Where We Hitch Our Wagon – Helge Tennø E232

Tue, 30 Sep 2025 02:00:00 -0500

How can a small CX team make a big impact inside a giant organization?
CX Passport guest Helge Tennø says the answer is simple... hitch your wagon to something bigger.

In this episode, Helge challenges CX from every angle. He questions whether “customer” is even the right word, brings anthropology into business, and shows how CX gains influence when human needs and business needs overlap. You’ll also hear about his love for ultra running, his dream of exploring Bangkok, and the pasta dish he cannot stop cooking.

What you’ll hear in this episode:

Why anthropology belongs in CX strategy
The danger of reducing humans to just “customers”
Business design and the overlap of human and company needs
Why you might want to stop saying “CX” altogether
How to move from engagement metrics to real learning and value

CHAPTERS
00:00 Welcome to Norway
01:34 Change workshops and the human at the center
03:32 Anthropology and ethnography in CX
06:25 Business design explained
10:10 Why sometimes you should stop saying “CX”
13:11 Is CX ripe for disruption?
14:55 From customer centric to system centric
16:10 First Class Lounge
20:13 Why tech transformations fail without the human
22:48 Hitch it to something bigger
25:01 Closing the gap between what vs. why
29:40 Where to find Helge

Guest Links
LinkedIn: https://www.linkedin.com/in/helgetenno/
Medium: https://everythingnewisdangerous.medium.com/

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With the Brussels Sprout Resolve – Mike Kendall E231

Tue, 16 Sep 2025 00:00:00 -0500

Some call it doom and gloom for CX. Others say it’s just evolving. But Mike Kendall isn’t giving up on customer experience... he’s rethinking it.

From his early days helping define CX at Capital One to leading strategy at big brands and now advising through The Customer Lab, Mike brings a perspective forged by real-world change... and a drummer's rhythm.

And yes, you’ll want to hear the story of playing a 2000-year-old castle in Spain.

5 first-class insights:

Why CX sometimes feels like the uncool cousin of Product... and how to fix that
How to create cross-functional trust without needing formal authority
What’s really behind “CX is dead” chatter
The art of knowing your C-suite’s secret agenda
A fresh way to think about CX’s role in driving shareholder, employee and customer value

CHAPTERS
00:00 Internal empathy... not just customer empathy
01:15 CX + product tension: why those teams drift apart
03:00 Technology gap and its role in CX’s “identity crisis”
06:00 Finding your value in a product-driven world
08:50 Building trust across silos
11:00 Speaking the language of results
13:30 Mission over title... create value and then get the title
18:35 First Class Lounge – travel, paella, and brussels sprout rebellion
23:40 Is CX dead... or just evolving?
26:00 The C-suite pendulum: shareholder, employee, customer
27:30 Advice for early CX careers
29:30 Learn more about Mike

Guest link: https://www.thecustomerlab.com/

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🎥 Watch at https://www.youtube.com/@CXPassport
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I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With the Future of Customer Experience - Bill Staikos E230 Greatest Hits

Tue, 09 Sep 2025 02:00:00 -0500

What will customer experience actually look like five years from now?

In this *Greatest Hits* episode of CX Passport, Bill Staikos lays out a compelling, grounded vision for the future of customer experience. A seasoned CX executive, advisor, podcaster, and soon-to-be author, Bill combines practical wisdom with future-ready thinking.

Originally released as Episode 155, this conversation stood out for its clarity on how CX needs to evolve — moving beyond survey teams and jargon to delivering business-aligned results. Bill breaks down how technology, human-centered design, and executive-level strategy must come together in today’s rapidly changing landscape.

CHAPTERS

00:00 CX is a toolkit, not a strategy

04:14 Automation and AI in the CX future

06:00 The four personas of a modern CXO

10:01 AI vs hype: what’s real?

16:33 CX’s reckoning in 2023

19:12 Will CX go the way of Six Sigma?

20:41 First Class Lounge

26:42 Change management that actually works

31:16 How to start: know the business strategy

Episode resources:

Connect with Bill Staikos on LinkedIn: https://www.linkedin.com/in/billstaikos

Explore Be Customer Led podcast: https://www.becustomerled.com

If you like CX Passport, I have 3 quick requests:

✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport

✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup

✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With Theater, Hedge Funds, and Guest Journeys – Tori Signorelli E229

Tue, 02 Sep 2025 02:00:00 -0500

From the theater to hedge funds to Alaska Airlines...
Tori Signorelli’s path to CX isn’t typical. And that’s exactly what makes her perspective matter.

Early in her role at Alaska Airlines, Tori’s fresh eyes are helping evolve the guest journey without losing the human touch. This episode is full of practical, honest CX wisdom... plus a few tasty travel moments.

What’s in the episode?

Why “healthy businesses are not still”
CX orchestration over ownership
Visibility as a survival skill for CX teams
How global living built deep empathy
Why beautiful design still needs gritty execution

CHAPTERS
00:00 Healthy businesses aren't still
01:02 Immersing in airline CX as a newcomer
05:13 “Do no harm”… CX during operational change
08:54 Aligning guest experience with business metrics
11:02 From theater to hedge funds: Tori’s unique CX foundation
15:37 Global living and building global empathy
18:51 First Class Lounge
23:20 Service design isn’t just blueprints
25:38 CX must be visible to be valuable

Guest Links
https://www.torisignorelli.com/

Want more from CX Passport?
🎧 Listen to every episode at https://www.cxpassport.com

Watch the conversation unfold
📺 Full video episodes at https://www.youtube.com/@cxpassport

Get the weekly CX Passport newsletter
📬 Sign up at https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With CX the Customer Would Pay For - Karyn Furstman E228 Greatest Hits

Tue, 26 Aug 2025 02:00:00 -0500

Would your customer actually *pay* for the experience you’ve designed?

In this *Greatest Hits* episode of CX Passport, Karyn Furstman brings 30+ years of CX and operations expertise to the mic. With a background at brands like Washington Mutual, Safeco, Bank of America, and JPMorgan Chase, Karyn knows how to link customer experience to tangible business results.

Originally aired as Episode 203, this conversation stuck with listeners for its clarity on leadership alignment, Lean methodology, and the reality of CX influence, even without a seat at the C-suite table.

CHAPTERS

00:00 The customer would pay for it

02:12 Lean and CX in harmony

05:25 CX belongs in operations

08:57 Avoiding the “initiative trap”

11:55 CX influence without formal authority

16:42 Orchestrating CX with or without a team

19:52 First Class Lounge

24:09 Tying CX to financial outcomes

27:16 Make the CFO your best friend

29:58 Why Karyn launched her consulting business

Episode resources:

Connect with Karyn Furstman on LinkedIn: https://www.linkedin.com/in/karynfurstman

Learn more about Customers First: https://www.customersfirst.com

If you like CX Passport, I have 3 quick requests:

✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport

✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup

✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The one with the 3 values - Michel Stevens E227

Tue, 19 Aug 2025 02:00:00 -0500

Michel Stevens believes technology should be boring... and that’s a compliment.

In this episode of CX Passport, Michel shares how three core values — honesty, fairness, and trust — shape every decision in customer experience and leadership. From his start on the contact center floor to leading global teams, Michel reveals how calm technology and clear values drive better results.

We talk about:
👉Why “boring” tech is better tech
👉The 3 values that guide great CX
👉How fairness improves decision-making
👉Building trust across global teams
👉What honest leadership really looks like

CHAPTERS
0:00 The Three-Part CX Value Equation
0:18 Michel’s Unplanned Journey Into CX
4:18 Grocery Store Epiphany
6:21 Balancing Speed, Humanity, and Brand
10:38 Journalism Skills in CX
13:28 Creating Space for Curiosity
16:01 Lessons From European Business Culture
17:51 First Class Lounge
23:26 When Tech Gets Boring, It Gets Useful
26:34 Connecting Strategy to Tangible Outcomes

Guest Links:
💼 LinkedIn: https://www.linkedin.com/in/michelstevens/

#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice #podcast

The One With the (CX) Pet Shop Boys - Scott Lee Holloway E226 Greatest Hits

Tue, 12 Aug 2025 02:00:00 -0500

Can complaints actually be your company’s greatest asset?

In this *Greatest Hits* episode of CX Passport, Scott Lee Holloway shares his CX journey…from a teenage pet shop employee in the UK to leading customer experience strategy for APS Bank in Malta.

Originally aired as Episode 167, this conversation continues to resonate. Scott breaks down the cost of poor CX, why unstructured feedback matters, and how creativity (including a James Bond-style internal launch video) can drive serious CX results.

CHAPTERS

00:00 The cost of poor CX

02:29 Malta and the road to APS Bank

05:29 Support ≠ inefficiency

08:03 Getting skeptics on board

10:06 Loving complaints

15:52 CX maturity in Malta

18:08 First Class Lounge

23:50 Extracting value from unstructured data

26:58 Building a CX team from scratch

Episode resources:

Connect with Scott Lee Holloway on LinkedIn: https://www.linkedin.com/in/scottleeholloway

Visit Scott’s site: https://www.scottleeholloway.com

If you like CX Passport, I have 3 quick requests:

✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport

✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup

✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With The Seat At The Table - Kate Guenther E225

Tue, 05 Aug 2025 02:00:00 -0500

CX won’t work if the people closest to the customer don’t have a seat at the table.

Kate Guenther’s journey started in childhood, learning how trust is built through human-centered service. Today, that experience fuels her belief that strategy only works when everyone is aligned — from the C-suite to the frontline.

In this episode, we talk about:

How a childhood lesson sparked Kate’s customer-first mindset
Why CX breaks down when key voices are excluded
The danger of strategy with no frontline input
How to bring product, ops, and support to the same table
Why sustainable CX depends on clear ownership

CHAPTERS
0:00 Meet Kate Guenther
1:20 Interior design lessons and the Genevieve story
4:18 The shift from transaction to interaction
7:00 Equipping teams to scale CX
10:42 The connection between product and customer experience
12:34 Delivering CX results executives care about
14:07 First Class Lounge
17:53 What companies get wrong in CX
19:03 Scaling with soul: how to truly listen
21:10 Why great CX starts at the frontline
22:45 What’s next for Kate
23:01 Where to find Kate

Guest Links:
💼 LinkedIn: https://www.linkedin.com/in/kdg/

If you like CX Passport, I have 3 quick requests:
✅Subscribe to the CX Passport YouTube channel: https://youtube.com/@cxpassport
✅Join other “CX travelers” with the weekly CX Passport newsletter: https://cxpassport.kit.com/signup
✅Bring 🎙️🎬CX Passport Live to your event: https://www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The one with the CX maven - Sarah Hatter E224 Greatest Hits

Tue, 29 Jul 2025 02:00:00 -0500

How do you build customer experience around support… not in spite of it?

In this *Greatest Hits* episode of CX Passport, Sarah Hatter shares insights from over a decade of championing support as a strategic pillar of CX. As the founder of ElevateCX and someone who’s worked across SaaS and startup landscapes, Sarah brings a grounded, honest take on what actually works when supporting customers.

Originally released as Episode 173, this conversation stood out for its real-world perspective, practical advice, and Sarah’s clear voice for treating support teams like the heart of the business.

CHAPTERS

00:00 Asking permission in support conversations

02:30 Support as a CX foundation

05:10 Why fast responses aren’t always better

08:45 The “escalation mindset” trap

12:20 Training great support teams

15:40 Mental health in support roles

18:05 What leaders miss about burnout

20:15 Why support should be a strategic asset

22:45 First Class Lounge

26:20 How ElevateCX was born

Episode resources:

Connect with Sarah Hatter on LinkedIn: https://www.linkedin.com/in/sarahhatter

Learn more about ElevateCX: https://www.elevatecx.co

If you like CX Passport, I have 2 quick requests:

✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup

✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With The Neuroscience of Trust - Tim McCleary E223

Tue, 22 Jul 2025 02:00:00 -0500

What if you could measure trust in real time?

Tim McCleary brings neuroscience, global experience design, and deep culture work into one unique conversation. As the founder of The Involvement Practice, Tim helps organizations move from slogans to action... building trust and performance from the inside out.

In this episode, we talk about:

His work with neuroscientist Paul Zak to measure trust
The global truth: people are people
How to localize culture without diluting it
Why great branding must match real experience
The 3 S’s of memory-making: sight, sound, and scent

High-trust cultures perform better. Tim shows us how to build them... and how to prove it.

CHAPTERS
0:00 Meet Tim McCleary
1:32 Why communication is the throughline
4:54 The origin of Involvement Culture
8:57 Localizing global strategy
12:05 Brand, culture, and customer experience
16:21 When CX lost its way... and where it’s going
19:34 The experience economy and emotional design
22:58 First Class Lounge
28:08 Neuroscience and the measurement of trust
33:20 What to do with trust data
34:58 Where to find Tim

Guest Links:
🌐 The Involvement Practice: theinvolvementpractice.com
🧠 Be Human Project: theinvolvementpractice.com/be-human

If 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: cxpassport.kit.com/signup
✅Bring 🎙️🎬CX Passport Live to your event: www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With CX in Ghana - Kojo Hayford E222 Greatest Hits

Tue, 15 Jul 2025 02:00:00 -0500

What does customer experience look like in Ghana — and across Africa?

In this *Greatest Hits* episode of CX Passport, Kojo Hayford takes us on a journey through customer experience transformation on the African continent. Kojo is the Founder and CEO of eSAL LLC, a firm leading the charge in Business Process Outsourcing and CX innovation in Ghana and beyond.

Originally aired as E181, this conversation resonated because of Kojo’s clarity, passion for talent development, and honest perspective on what it takes to build something meaningful and sustainable in a growing economy.

CHAPTERS
00:00 Demographic dividend in Africa
01:40 Why Kojo founded eSAL
04:30 Customer experience in the Ghanaian context
08:42 Opportunities for BPO in Africa
13:55 Developing talent and future leaders
18:50 Serving global brands from Africa
21:40 First Class Lounge
26:45 Leadership and authenticity
30:10 Lessons from his father’s legacy

Episode resources:
Connect with Kojo Hayford on LinkedIn: https://www.linkedin.com/in/kojo-hayford
Learn more about eSAL: https://www.esal.llc

If you like CX Passport, I have 3 quick requests:

✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport
✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup
✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With The 9X ROI - Dave Seaton E221

Tue, 08 Jul 2025 02:00:00 -0500

How do you get real business value from customer experience work?

Dave Seaton is a journey mapping expert who doesn't stop at sticky notes and emotional arcs. He helps companies identify operational and financial wins from their CX initiatives…with one client achieving a 9X(!) ROI.

In this episode, we talk about:

How to tie journey mapping to real business impact
Why empathy is great, but outcomes matter more
What CX pros should do when leadership won’t listen
Dave’s practical take on metrics, personas, and strategy

CX isn’t fluff. Dave shows us how to make it count.

CHAPTERS
0:00 Meet Dave Seaton
1:39 What “real CX work” looks like
4:00 Journey mapping that drives 9X ROI
7:00 Empathy vs. business outcomes
9:23 CX leaders as internal consultants
12:05 Fixing broken processes from journey maps
14:40 When the boss won’t listen
16:53 First Class Lounge
19:28 From the military to CX
22:18 Where to connect with Dave

Guest Links:
🌐 Website: seatoncx.com
📘 Free Pathfinder Session: seatoncx.com/pathfinder
🍗 Chicken Dinner Club: chickendinnerclub.com
💼 LinkedIn: Dave Seaton
🎧 Podcast feature on Your Customer Your Success:
Analyze First, Map Later – Dave Seaton’s Approach to Effective Journey Mapping

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With the AgileCX - Lauren Feehrer E220 Greatest Hits

Tue, 01 Jul 2025 02:00:00 -0500

How do Agile principles, customer experience, and camper life all fit together? Lauren Feehrer connects those dots brilliantly in this *Greatest Hits* episode of CX Passport.

Lauren is the founder of LoyaltyCraft, where she helps mid-market companies grow through smarter customer experience strategies. From her roots as a process analyst at Accenture to helping clients implement Agile CX frameworks today, Lauren brings a balance of structure and empathy to the CX world.

This episode originally aired as E182 and stood out not just for Lauren's insights but for her authenticity — whether talking about CX in hospice care or running her family like a Scrum team (yes, really).

Lauren blends CX discipline with curiosity and care — and it’s no surprise this episode made the Greatest Hits list.

CHAPTERS
00:00 Starting at Accenture...and blue screens
04:58 Listening deeply to customers
07:49 Agile CX explained
11:46 The business of grief and caregiving
15:34 Family road trips during the pandemic
18:41 First Class Lounge
23:41 Discipline, emotion, and process
26:54 Her grandfather’s CX inspiration
29:11 Using Agile with your family

Episode resources:
Connect with Lauren Feehrer on LinkedIn: https://www.linkedin.com/in/laurenfeehrer
Learn more about LoyaltyCraft: https://www.loyaltycraft.com

If you like CX Passport, I have 3 quick requests:

✅ Subscribe to the CX Passport YouTube channel https://youtube.com/@cxpassport
✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup
✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With The Culture Shock Absorber - Eric Stone E219

Tue, 24 Jun 2025 02:00:00 -0500

How do you actually build a culture that sticks — one that survives chaos, grows talent, and actually gets results?

Eric Stone has spent nearly 30 years leading through culture. From building the “think tank” inside Enterprise Rent-A-Car to crafting his own hourglass framework, Eric takes us through real-world stories that show culture is more than posters and values. It’s behaviors in action.

CHAPTERS
0:00 Welcome Eric Stone
1:15 The family road trip that inspired a book
2:46 Culture isn’t a poster — it’s action
3:38 Building a real culture with the “think tank”
5:54 Trust starts at interview, not orientation
8:38 Johnny the Bagger and culture ripple effects
12:54 Seeing the real frontline experience
14:05 The Hourglass approach
16:12 First Class Lounge
18:54 Culture turnaround — what it really takes
24:28 Why execution depends on culture

Guest links:
📘 Book: ericdstone.com
💼 LinkedIn: Eric Stone
🎤 Speaking: clearpathventures.com

If 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 cxpassport.kit.com/signup
✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

The One With The AI Readiness Truth - Fred Stacey CEO Cloud Tech Gurus E218

Tue, 27 May 2025 02:00:00 -0500

🎤🎞️“The One With The AI Readiness Truth” with Fred Stacey CEO Cloud Tech Gurus in CX Passport Episode 218🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Fred Stacey

1:30 Why every contact center is the same… and different

4:46 What it takes to be AI-ready today

7:39 The legacy tech trap vs. modern AI advantage

11:11 People, process, and tech: The true AI readiness checklist

13:40 How AI enhances human coaching

17:14 Global travel and CX comparisons

18:12 First Class Lounge: Athens, steak, and extra socks

21:56 Should every company chase the Amazon AI model?

25:15 AI gone wrong: Real risks beyond bad business

28:32 Where to connect with Fred

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Fred LinkedIn: https://www.linkedin.com/in/fredstaceyaincx/

The one with the new studio - Jessica “JP” Posey, Senior Director of CX for Kit E217

Tue, 20 May 2025 02:00:00 -0500

🎤🎞️“The one with the new studio” with Jessica “JP” Posey, Senior Director of CX for Kit in CX Passport Episode 217🎧 What’s in the episode?...

(Special Kit offer JUST for CX Passport listeners is in the episode)

In this episode of CX Passport, host Rick Denton is joined by Jessica “JP” Posey, the Senior Director of Customer Experience at Kit. Filmed at the Kit Studios in Chicago, JP and Rick discuss how customer experience (CX) is a significant growth engine for businesses rather than just a cost center. They explore how Kit, an email-first operating system, integrates CX into its product and service offerings to differentiate itself in the market. From the evolution of Kit Studios to the operational challenges of expanding physical locations, JP shares insights on managing complex experiences, leveraging AI for customer feedback, and the importance of aligning internal teams. The conversation also touches on JP's background in theater, ballet, and coaching, and how these diverse experiences contribute to her approach to delivering exceptional customer experience at Kit. Additionally, the episode offers a special deal for listeners: a 30-day free trial of Kit.

CHAPTERS

00:00 CX as a Growth Engine

00:30 Introducing Jessica JP Posey and Kit Studios

03:01 The Origin of Kit Studios

04:50 The Role of Customer Experience in Business

08:44 Leveraging Customer Feedback

16:02 Global Perspectives in Customer Experience

17:41 Global Collaboration Challenges

18:06 Setting Clear Expectations

18:47 Travel and Dream Destinations

21:03 Favorite Foods and Childhood Memories

22:37 The Preki Experience and Leadership Lessons

25:34 Theater and Improv Influence

27:30 Consistency in Customer Experience

30:36 Future Plans for Kit

31:52 Conclusion and Special Offer

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

JP LinkedIn: https://www.linkedin.com/in/jessicaposey/

Special Kit offer (30 days free!) for CX Passport listeners: https://partners.kit.com/uvtoki

Subscribe to CX Passport newsletter: cxpassport.kit.com/signup

The one with mean girls - Beth Karawan CoFounder / EVP at Imprint CX E216

Tue, 13 May 2025 02:00:00 -0500

🎤🎞️“The one with mean girls” with Beth Karawan CoFounder / EVP at
Imprint CX in CX Passport Episode 216🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Beth Karawan

1:26 Why Beth felt like the “new girl” in CX

3:16 How customer experience redefined her work

5:25 Challenging the CX status quo

8:10 Questioning NPS and traditional VOC programs

12:33 Why CX must change employee behavior too

15:36 Remembering the real purpose of business

17:50 First Class Lounge

20:29 Finding purpose in customer experience work

23:09 Helping employees actually live brand values

24:50 The origin of Donut Friday and lessons from donuts

27:52 Where to connect with Beth

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Beth LinkedIn: https://www.linkedin.com/in/bethkarawan/

It’s Donut Friday!: https://www.linkedin.com/newsletters/7222683112294522880/

REPLAY The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187

Tue, 06 May 2025 02:00:00 -0500

I’m taking a break so enjoy a very impactful rerun…🎤🎞️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 isolved in CX Passport Episode 187🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: A CX response to a hurricane

1:15 Hurricane hits—event cancelled, emotions high

4:04 Planning for the unexpected: COVID, hurricanes, and pivoting

9:37 Behind-the-scenes of the cancellation decision

13:25 Prioritizing attendees over the event itself

17:28 The emotional toll of calling off the event

20:07 A fast pivot to 30 virtual trainings

21:19 First Class Lounge with Amberly: Tahoe, Italy, and taco bars

24:48 Execution mode: From grief to action

28:42 Communicating with empathy and urgency

32:41 Customer reactions and unexpected gratitude

36:07 Where to connect with Amberly, Celia, and isolved

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

What is Southwest Thinking?! - LinkedIn live replay with Sam Stern E214

Tue, 29 Apr 2025 02:00:00 -0500

🎤🎞️“What is Southwest Thinking?!” REPLAY of earlier LinkedIn live with Sam Stern - CX Passport Episode 214🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Replay of LinkedIn Live with Sam Stern

1:25 Southwest changes course: Bags no longer fly free

3:37 Customer reactions: Loyalty, emotion, and betrayal

9:31 Lost loyalty and long-term CX consequences

13:45 Firing customers to attract premium flyers?

17:44 JC Penney déjà vu: Misunderstanding your base

22:24 The goodwill tradeoff and operational ripple effects

24:08 What was Southwest really thinking?

32:21 Could Southwest lose its identity—or disappear?

33:14 Final thoughts: The employee impact

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

The one with the hierarchy of opportunity - Ian Storm Dir Strategic Solutions at Aspect Software E213

Tue, 22 Apr 2025 02:00:00 -0500

🎤🎞️“The one with the hierarchy of opportunity” Ian Storm Dir Strategic Solutions at episode sponsor Aspect Software in episode 213🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Ian Storm

1:54 Where companies go wrong with AI and experience strategy

5:40 Snowball vs. avalanche: A better approach to onboarding

9:49 The role of psychology in customer and employee experience

12:45 Three key psychological needs that shape behavior

14:37 How to create real psychological safety at work

17:18 First Class Lounge: Travel, Broadway, and ice cream

21:40 Coaching as a tool for growth, not just correction

25:48 How one company used the right metrics to drive real impact

28:09 Where to connect with Ian

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to Aspect for your sponsorship of this episode.

Episode resources:

Ian LinkedIn: https://www.linkedin.com/in/ian-storm/

Aspect Software Website: https://www.aspect.com/

CX Passport Episode 1: https://www.cxpassport.com/1736603/episodes/8168226-the-one-with-the-ice-cream-santhakumaran-atmalingam-e1

The one with the resilience - Tabitha Dunn E212

Tue, 15 Apr 2025 02:00:00 -0500

🎤🎞️“The one with the resilience” with Tabitha Dunn in CX Passport Episode 212🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Tabitha Dunn

2:12 CX around the world: Cultural nuance and customer individuality

4:51 Reducing call volume the right way

8:48 Building CX teams from the ground up

11:08 Why frequency isn’t the best way to prioritize CX fixes

12:52 How resilience powers effective CX leadership

16:00 First Class Lounge: Family trips, French food, and sweet potato rebellion

21:18 The future of CX and what leaders need to do now

24:19 What’s next for Tabitha in customer experience

25:12 Where to connect with Tabitha

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Tabitha LinkedIn: https://www.linkedin.com/in/tabithadunn/

The one where she’s a diplomat - Deanna Stearns E211

Tue, 08 Apr 2025 02:00:00 -0500

🎤🎞️This month’s CX OpenToWork seeker in “The one where she’s a diplomat” with Deanna Stearns in CX Passport Episode 211🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Deanna Stearns

2:06 Why CX is all about connections and diplomacy

5:28 Creating experiences customers actually want

9:31 Turning customer insights into real business results

12:24 Overcoming resistance to CX-driven change

13:27 First Class Lounge: Travel, chocolate, and coffee

17:25 The biggest mistake companies make in CX

19:57 Starting a CX program from scratch

22:40 What’s next for Deanna in CX

23:49 Where to connect with Deanna

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Deanna LinkedIn: https://www.linkedin.com/in/deannastearns/

The one with XLAs - Doug Rabold E210

Tue, 01 Apr 2025 02:00:00 -0500

🎤🎞️“The one with XLAs” with Doug Rabold in CX Passport Episode 210🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Doug Rabold

2:04 What are XLA’s and why do they matter?

5:43 The difference between SLAs and XLAs

7:32 How XLA’s improve both customer and employee experience

11:32 Treating IT as a business, not just a function

13:52 Real-world XLA success stories

14:17 San Antonio’s hidden gem: The Cove

15:24 First Class Lounge: Travel, food, and guilty pleasures

21:00 Doug’s path from sales to IT leadership

23:32 Why frontline agents must be more tech-savvy

26:08 Where to connect with Doug

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Doug LinkedIn: https://www.linkedin.com/in/doug-rabold-itil-hdi/

XLA Institute: https://xla.institute/

The one with WFM - Irina Mateeva E209

Tue, 25 Mar 2025 02:00:00 -0500

🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Irina Mateeva

2:07 Why workforce management is crucial for CX

4:56 How WFM impacts both customers and employees

7:34 The connection between WFM and employee burnout

10:20 What companies get wrong about workforce management

12:13 Customer experience in Bulgaria

14:57 First Class Lounge: Travel, food, and unexpected favorites

18:37 How Irina found her way into workforce management

21:05 The role of AI and automation in WFM

23:30 Where to connect with Irina

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Irina LinkedIn: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/

RightWFM: https://rightwfm.com/

WFM Unfiltered Podcast available on all your fave pod apps

The one where he Disnefies Customer Retention - Vance Morris E208

Tue, 18 Mar 2025 02:00:00 -0500

🎤🎞️“The one where he Disnefies Customer Retention” with Vance Morris in CX Passport Episode 208🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Vance Morris

1:34 The power of Disney’s systems in customer experience

4:43 How systems create freedom for employees

7:07 Applying big business lessons to small businesses

10:16 Disnefying the mundane to create great experiences

12:41 Turning a carpet cleaning business into a CX powerhouse

13:39 Why Vance moved into coaching

14:43 The cost of new customers vs. retaining existing ones

17:25 College band life: Clamming to afford a hotel

18:37 Marketing lessons from the band experience

19:32 First Class Lounge

23:41 The return to simplicity: Vance’s flip phone

24:38 What price elasticity really means for CX

26:53 How small businesses can justify higher prices

29:19 Tactical steps to improve customer retention

32:36 The power of personality in customer retention

33:52 Where to connect with Vance

If you like CX Passport, I have 3 quick requests:

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

✅Leave a review on your favorite podcast app

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Web: deliverservicenow.com

52 Ways To Wow Your Customers Without Breaking The Bank: wow52ways.com

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

Tue, 11 Mar 2025 02:00:00 -0500

🎤🎞️“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 Turning fear and frustration into a positive experience

9:38 Handling crisis calls and law enforcement involvement

12:07 First Class Lounge: Travel, Tex-Mex, and ballroom dancing

16:32 How complaints drive process improvements

19:18 Improving claimant and agent experiences

21:12 Closing thoughts

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

The one with profits through consistency - Tucker Wakabayashi E206

Tue, 04 Mar 2025 02:00:00 -0600

🎤🎞️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

8:06 Lessons from frontline and back-of-house customer experience

13:23 How customer retention drives business results

17:03 First Class Lounge: Dream destinations and favorite foods

20:49 Creating dual experiences for different customers

23:26 What companies get wrong about customer experience

26:47 What’s next for Tucker in CX

28:36 Where to connect with Tucker

If 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 cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Tucker LinkedIn: https://www.linkedin.com/in/tuckerwakabayashi/

Dennis Wakabayashi’s CX Passport episode 68: https://www.buzzsprout.com/1736603/episodes/10653821

The one with the climate of CX - Jeff Louden Digital Product Manager E205

Tue, 25 Feb 2025 02:00:00 -0600

🎤🎞️“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

4:15 Gauging the climate of CX in your organization

7:50 Navigating the open-to-work journey in a shifting CX landscape

10:27 Overcoming the challenges of CX job titles and roles

13:07 The "doesn't suck" standard for customer experience

15:03 Understanding and adapting to organizational climates

18:55 First Class Lounge

23:25 Why bad experiences still happen in business

26:07 Collaborating to overcome customer experience challenges

29:02 Lessons for aspiring product managers

31:27 Where to connect with Jeff

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Jeff LinkedIn: https://www.linkedin.com/in/jeffrey-louden/

The one with the psychology of loyalty - Vinay Parmar E204

Tue, 18 Feb 2025 02:00:00 -0600

🎤🎞️“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. lifelong loyalty

6:37 The role of trust in customer decision-making

8:18 The psychology behind customer experience

11:24 How emotions shape brand perception and loyalty

12:37 Listening as the key to better business results

14:20 The flaws of traditional voice-of-customer programs

18:25 First Class Lounge

22:35 How companies can truly understand customer emotions

25:43 Turning insights into action inside a company

29:06 Creating sustainable CX strategies through consistency

32:06 Measuring what truly matters to your customers

33:31 Where to connect with Vinay

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Vinay LinkedIn: https://www.linkedin.com/in/vinayparmar/

Vinay website: https://vinayparmar.co.uk/

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

Tue, 11 Feb 2025 02:00:00 -0600

🎤🎞️ “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 leadership in CX transformation

6:18 Where CX should live in an organization

7:51 Avoiding the "CX as a project" trap

11:13 How to succeed without a CX seat at the table

14:20 Tying CX improvements to financial results

17:21 The CX leader as an orchestrator

19:52 First Class Lounge

24:09 Creating real results as a CX leader

27:16 Collaborating with the CFO on CX initiatives

29:58 Leaving corporate America for consulting

31:50 How to connect with Karyn

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Karyn LinkedIn: https://www.linkedin.com/in/karynfurstman/

The one with the posture of learning - Jeff Harrell E202

Tue, 04 Feb 2025 02:00:00 -0600

🎤🎞️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"

9:18 Building a podcast community through connection

12:25 The power of feedback loops in content marketing

16:28 Applying podcast lessons to CX and marketing

17:30 First Class Lounge: Dream travel destinations

24:20 Mistakes companies make in CX and marketing

26:53 The importance of post-purchase experiences

28:20 Jeff’s vision for his next content marketing role

29:30 Closing thoughts and where to connect with Jeff

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Jeff Harrell Instagram: jeffharrellyo

Jeff Harrell LinkedIn: https://www.linkedin.com/in/jeffrharrell/

Big Ass Runner podcast: https://podcasts.apple.com/us/podcast/big-ass-runner-trail-running-podcast/id1524865074

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

Tue, 28 Jan 2025 02:00:00 -0600

🎤🎞️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 Value of Actionable Customer Insights

8:19 Tying Customer Metrics to Business Outcomes

11:10 Building Relationships to Drive CX Success

16:53 Bridging Product and Service Teams for Better CX

21:06 First-Class Lounge Travel Stories with Sean Cherry

26:26 Getting Real with AI: Challenges and Opportunities

31:59 How to Connect with Sean Cherry

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Sean LinkedIn: https://www.linkedin.com/in/sean-t-cherry/

200!!! The one with the scene setting - Michelle Pascoe E200

Tue, 21 Jan 2025 02:00:00 -0600

🎤🎞️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 Hospitality

3:11 Challenges and Benefits of Hospitality

6:10 Creating Intuitive Customer Experiences

9:46 Multi-Generational Customer Engagement

15:32 Exploring Australia Beyond Major Cities

19:46 1st Class Lounge

24:24 Setting the Scene for Customer Experience

31:21 Cost and Implementation of Customer Experience

33:50 Conclusion and Final Thoughts

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Michelle LinkedIn: https://www.linkedin.com/in/michellepascoe/

Web: https://www.michellepascoe.com/

The Michelle Pascoe Hospitality Podcast: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

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

Tue, 14 Jan 2025 02:00:00 -0600

🎤🎞️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 from agency to customer success

6:27 Aligning different teams to deliver customer value

9:45 The unique challenges of subscription-based models

12:09 Building trust and understanding with customers

15:27 Balancing cost of goods sold and business results

18:34 1st Class Lounge

24:30 Defining and delivering customer value

33:46 Trends in customer experience and partnerships

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to Recurly for your sponsorship of this episode.

Episode resources:

Rachel LinkedIn: https://www.linkedin.com/in/rachelsheriff/

Recurly: https://recurly.com/

CX Passport Show Sponsorship Philosophy: https://www.ex4cx.com/blog/2023/3/3/sponsorship

The one with the biker CX - Rick Malsch E198

Tue, 07 Jan 2025 02:00:00 -0600

🎤🎞️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 Training

8:55 CX Passport Live: Amplifying Event Experiences

10:06 Building Brand Loyalty Through Customer Engagement

14:12 Listening to Customers to Improve CX Programs

19:19 1st Class Lounge

24:15 Four Key Areas Companies Miss in CX

28:38 How Rick Malsch Helps Companies Overcome CX Challenges

32:09 How to Connect with Rick Malsch

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Rick Malsch LinkedIn: https://www.linkedin.com/in/rickmalsch/

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

Tue, 31 Dec 2024 02:00:00 -0600

🎤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?...

CHAPTERS

0:00 Rick Denton (host introduction)

1:18 Bill Staikos

7:19 Alyona Medelyan

11:44 Kojo Hayford

16:57 Lauren Feehrer

22:11 Adam Scott

28:46 Celia Fleischaker

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

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

Tue, 24 Dec 2024 02:00:00 -0600

🎤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?...

CHAPTERS

0:38 Ilenia Vidili - Italy

4:46 Sam Stern - USA

8:59 Sarah Hatter - USA

16:12 Enrique Saenz - Guatemala

21:39 Milagros Gonzales - Argentina

26:08 Michael Mattson - USA

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

The one with the core principles - Neal Berg CX Strategist at Evolve Partners E195

Tue, 17 Dec 2024 02:00:00 -0600

🎤🎞️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 for Global Brand Perceptions

8:06 Making Strategic Choices in CX by Region

10:34 Future-Proofing Business with Agility

13:49 Core Principles of CX in Modern Business

17:07 The Power of Storytelling in Customer Experience

19:15 1st Class Lounge

26:01 Applying CX to Service Providers Without a Department

29:30 Success Story: CX Transformation at K Jewelers

32:08 How to Connect with Neal Berg for CX Insights

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Neal LinkedIn: https://www.linkedin.com/in/nealberg/

The one with the storytelling - Andrew Carothers CX OpenToWork E194

Tue, 10 Dec 2024 02:00:00 -0600

🎤🎞️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 Results

13:36 Extra Legroom Section: Fun and Personal Insights

17:17 What are companies getting wrong about CX

19:21 Improving CX Understanding and Storytelling

24:04 Andrew's Vision for the Future of CX

29:50 Closing Remarks and Contact Information

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Andrew Carothers LinkedIn: https://www.linkedin.com/in/andrew-carothers/

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

Tue, 03 Dec 2024 02:00:00 -0600

🎤🎞️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 Challenges of Small-Town Work

7:43 Jaylene's HR Journey to Sitka

12:55 Building Trust and Change

15:49 Transitioning to Digital Systems

21:55 Improving Employee Experience

27:25 Navigating Crises in Sitka

34:01 Balancing Employee Histories

35:37 Connections and closing

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

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:

Jaylene LinkedIn: https://www.linkedin.com/in/jlineberry/

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

Tue, 26 Nov 2024 02:00:00 -0600

🎤🎞️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 of Personal Experiences in Leadership

11:42 Blending Heart and Business Results

16:19 The Influence of Skydiving on Leadership

21:56 Dara's Comedy Experience and Its Impact on Business

25:57 Dream Travel Locations and Personal Preferences

31:36 Taylor Swift inspiration for business and customer experience

35:56 Contact info and closing

If 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

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Dara LinkedIn: https://www.linkedin.com/in/dara-kiernan-kpi-consulting/

Web: https://kpiconsultingireland.com/

Freefall the book: https://kpiconsultingireland.com/book/

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

Tue, 19 Nov 2024 02:00:00 -0600

🎤🎞️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

1:36 - JumBurrito's History and Growth

7:12 - Lacey's Role and HR Challenges

12:27 - Employee Benefits and Retention Strategies

16:59 - 1st Class Lounge

21:12 - Implementing HR Technology and Employee Training

24:14 - Community Engagement and Local Brand Impact

27:51 - Customer Experience and Employee Happiness

30:34 - Final Thoughts and Contact Information

If 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.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

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:

JumBurrito: https://www.jumburrito.com/

CX Passport Show Sponsorship Philosophy: https://www.ex4cx.com/blog/2023/3/3/sponsorship

The one where offboarding matters - Gary Marra CX #OpenToWork E190

Tue, 12 Nov 2024 02:00:00 -0600

🎤🎞️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 business impact

6:12 Client retention and significance of offboarding

10:12 Employee experience's effect on customer experience

14:12 Onboarding large clients: best practices

15:52 Gary's travel dreams and personal interests

22:12 Employee experience's direct link to business results

26:12 Gary's future plans and entrepreneurial ventures

29:12 Final thoughts and contact information

If 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

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Gary Marra LinkedIn: https://www.linkedin.com/in/gary-marra/

Blog: www.marracxhub.com

Gary golf YouTube channel: https://www.youtube.com/@gforce41

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

Tue, 05 Nov 2024 02:00:00 -0600

🎤🎞️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 insights

9:42 Executive support and CX tools

13:15 CX in Sweden vs US

16:37 1st Class Lounge

20:14 Connecting CX to company strategy

23:27 Arctic warfare training background

26:32 Enjoyment of consulting work

29:39 Contact info and closing

If 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

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Marcus LinkedIn: https://www.linkedin.com/in/marcusjvkarlsson/

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

Tue, 29 Oct 2024 02:00:00 -0500

🎤🎞️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 and CX

14:30 Physical Customer Experience and Multi-Sensory Tools

17:00 Travel and Cultural Insights from Guatemala

23:39 Enrique's Travel Experiences and Dream Destinations

28:39 The Role of Technology in CX and Tangible Business Results

34:14 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Enrique LinkedIn: https://www.linkedin.com/in/enrique-saenz-mba-ccx-5697a4/

Book Recommendation - The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld

Mestizo Hotel: https://www.mestizoantigua.com/en

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

Tue, 22 Oct 2024 02:00:00 -0500

🎤🎞️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 Planning for Contingencies

6:20 Making the Decision to Cancel

9:00 On-Site Discussions and Team Coordination

11:00 Emotional Impact and Execution

13:30 Hurricane Markers: Disney World and Airport Closure

15:30 Post-Cancellation Logistics

17:45 Moving Forward with Virtual Events

19:55 First Class Lounge: Amberly's Favorite Travel Destinations

24:00 Emotional Reflection: Grief After the Cancelation

27:00 Communication Strategy During the Crisis

30:00 Customer Reactions to Service Recovery

34:00 Conclusion: Lessons Learned from the Event

35:33 Contact info and closing

If 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

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

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: www.isolvedhcm.com

Isolved Connect: www.isolvedconnect.com

Amberly LinkedIn: https://www.linkedin.com/in/amberlydressler/

Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/

Center The Pendulum by Amberly Dressler & Geoffrey Webb

CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

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

Tue, 15 Oct 2024 02:00:00 -0500

🎤🎞️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 experience

7:00 Surprising insights from research

10:00 Practical approaches to understand employee behavior

14:00 Designing effective incentive programs

17:00 Role of employee experience in CX

20:15 1st Class Lounge

23:36 Us vs Them in business emotions and behaviors

27:47 Connecting employee experience to business results

30:21 Contact info and closing

If 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

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Tamar LinkedIn: https://www.linkedin.com/in/tamarcohen/

HaloEffect Web: https://www.myhaloeffect.com/

The one with the CX nervous system - Jameson McFarland E185

Tue, 08 Oct 2024 02:00:00 -0500

🎤🎞️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 Results

16:26 1st Class Lounge

23:40 Challenges in CX and Future Opportunities

29:28 Contact Information and closing

If 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

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Jameson McFarland LinkedIn: https://www.linkedin.com/in/jameson-mcfarland/

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

Tue, 01 Oct 2024 02:00:00 -0500

🎤🎞️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 Phone Surveys in Customer Experience

8:00 Scalability and Digital Solutions

9:35 Factors That Engage and Disengage Customers

12:30 The Importance of Referral Activity

15:00 Beyond Scores: Insights and Actions

17:35 The Human Element in B2B Customer Experience

19:35 1st Class Lounge

24:35 The Importance of Referral Activity in B2B Marketing

27:00 Going Beyond Scores to Gain Customer Insights and Drive Action

29:00 The Enduring Need for Human Interaction in B2B Customer Experience

33:33 Contact info and closing

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to The Daniel Group for your sponsorship of this episode.

Episode resources:

Lynn email: lynndaniel@thedanielgroup.com

The Daniel Group: https://thedanielgroup.com/

Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorship

https://www.ex4cx.com/blog

The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183

Tue, 24 Sep 2024 02:00:00 -0500

🎤🎞️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 service desk

9:04 XLAs instead of SLAs (What are XLAs?)

15:45 The Mexican approach to Customer Experience

18:13 1st Class Lounge

22:52 Airbnb’s customer journey mapping lessons

27:28 How customer experience influences rest of business

30:36 Closing Remarks and Final Thoughts

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Ariana LinkedIn: https://www.linkedin.com/in/aribucio/

“Reflections on XLAs” - Mark Smiley: https://www.amazon.com/Reflections-XLA-service-experience-management/dp/B0CK45BHDY

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

Tue, 17 Sep 2024 02:00:00 -0500

🎤🎞️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 experience

7:18 The concept of "Agile CX" and how it can benefit organizations

11:45 Lauren's experience in the eldercare and end-of-life space

15:34 Lauren's family road trip and the lessons learned

17:32 1st Class Lounge

23:41 The importance of process and execution in customer experience

26:34 The “Grandfather inspiration” behind Lauren’s business

28:28 How Lauren's family operates using an Agile model

31:55 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Lauren LinkedIn: https://www.linkedin.com/in/laurenfeehrer/

LoyaltyCraft: https://www.loyaltycraft.com/

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

Tue, 27 Aug 2024 02:00:00 -0500

🎤🎞️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

9:27 Opportunities in content management and moderation

14:06 Positioning Ghana as a long-term BPO hub

19:19 1st Class Lounge

22:34 The evolution of the BPO industry in Africa

27:41 Driving global customer experience and cultural alignment

31:29 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Kojo LinkedIn: https://www.linkedin.com/in/kojo-hayford-a521011/

eSAL LLC Website: https://www.esalsolutions.com/

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

Tue, 20 Aug 2024 02:00:00 -0500

🎤🎞️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 breaking silos to improve experience

9:31 Align internal and external communications

15:17 Prioritizing customer experience in technology initiatives

19:32 Cultural differences in CX and the importance of empathy in global initiatives

22:14 1st Class Lounge

27:18 Personalizing employee communications

33:55 Bridging the gap between tech and business leaders for customer experience

36:45 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to FPT Software for your sponsorship of this episode.

Episode resources:

FPT Software: https://fptsoftware.com/

Robby Cloninger LinkedIn: https://www.linkedin.com/in/robbycloninger/

Robby’s Information Week article: https://www.informationweek.com/it-leadership/the-benefits-of-unifying-digital-experiences

CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

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

Tue, 13 Aug 2024 02:00:00 -0500

🎤🎞️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 Don’t prove the ROI of CX?

16:45 Experience leadership and change management

21:51 1st Class Lounge

23:44 Deliver tangible business value through customer experience

28:33 Word Nerd Wednesday

30:17 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Megan LinkedIn: https://www.linkedin.com/in/meganburns/

Book Recommendation - The Catalyst: How to Change Anyone's Mind by Jonah Berger

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

Tue, 06 Aug 2024 02:00:00 -0500

🎤🎞️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

11:43 Customer Experience pushback and testing improves business results

14:17 1st Class Lounge

21:22 Ways for companies to improve customer experience

24:39 How Adam helps companies improve customer experience

29:12 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Adam Powers LinkedIn: https://www.linkedin.com/in/avtpowers/

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

Tue, 30 Jul 2024 02:00:00 -0500

🎤🎞️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 role in customer service, balancing digital solutions with human touch

14:31 Embracing flexibility and calculated risks in travel and customer experience

18:55 1st Class Lounge

21:27 AI bias, inclusion, and ethics in tech

30:01 AI, diversity, and customer experience

35:57 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Sangeetha LinkedIn: https://www.linkedin.com/in/sangeetharai/

Instagram: @sangeetharaii

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

Tue, 23 Jul 2024 02:00:00 -0500

🎤🎞️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 create the RIGHT kind of CX team

11:00 Why is the front line undervalued

15:17 The reality of being a woman in the tech and CX space

18:22 How to make the workplace better for women in tech and CX

23:50 1st Class Lounge

29:10 Helping underrepresented roles be able to attend industry events

34:24 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Sarah LinkedIn: https://www.linkedin.com/in/sarah-caminiti-5827b784/

Epochal Growth Podcast: https://www.epochaloperations.com/epochal-growth

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

Tue, 16 Jul 2024 02:00:00 -0500

🎤🎞️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 Cost-Cutting on Customer Experience

8:35 - Tactical Ways to Access Hidden Revenue

11:44 - Importance of Onboarding in Reducing Churn

14:30 - Strategies for Effective Onboarding

16:14 - 1st Class Lounge

20:10 - Firing customers?

24:11 - Balancing firing customers vs learning from them

30:27 - Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Anita LinkedIn: https://www.linkedin.com/in/anitamtoth/

Website: https://ati.ac/

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

Tue, 09 Jul 2024 02:00:00 -0500

🎤🎞️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 want

13:35 How does Customer Experience create tangible business value

17:29 1st Class Lounge

23:31 How can companies improve CX today?

26:00 How to help improve CX

28:24 What’s next for Courtney and customer experience?

29:18 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Courtney LinkedIn: https://www.linkedin.com/in/courtney-leblanc-426920b3/

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

Tue, 02 Jul 2024 02:00:00 -0500

🎤🎞️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 Industry

16:00 Community power improving Customer Experience

23:33 1st Class Lounge

30:59 Examples of doing CX right

35:39 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Sarah LinkedIn: https://www.linkedin.com/in/sarahhatter/

ElevateCX: https://www.elevatecx.co/

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

Tue, 25 Jun 2024 02:00:00 -0500

🎤🎞️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

13:17 Customer Culture in Operational Companies

20:52 Human Connection In Business

22:57 1st Class Lounge

27:53 Which is better? Established customer culture or greenfield?

30:17 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Michael LinkedIn: https://www.linkedin.com/in/michaelcmattson/

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

Tue, 18 Jun 2024 02:00:00 -0500

🎤🎞️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 and the impact on women’s careers

13:14 1st Class Lounge

17:34 Getting closer to customers in economic downturn

21:00 Starting a career as front line agent

26:24 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Lisa LinkedIn: https://www.linkedin.com/in/lisaeyer/

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

Tue, 11 Jun 2024 02:00:00 -0500

🎤🎞️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

10:00 Buying a car is like Wimbledon?

15:17 Why companies are backing away from experience

17:46 1st Class Lounge

22:38 What’s missing in customer experience today?

26:04 How David can help fix experience

32:12 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

David’s LinkedIn: https://www.linkedin.com/in/david-balko-7ab1806/

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

Tue, 28 May 2024 02:00:00 -0500

🎤🎞️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 customer experience

8:45 Why don't customers use self-service?

11:00 The 4 drivers for customer adoption of self-service

13:53 1st Class Lounge

18:26 Research factors for customer self-service

20:45 Potential pitfalls for companies and AI

27:10 Research for Employee Experience in 2024

30:11 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Nicole LinkedIn: https://www.linkedin.com/in/nicolekyle/

CMP: https://www.cmpresearch.com/

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

Tue, 21 May 2024 02:00:00 -0500

🎤🎞️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 AND better customer experience

10:18 Balancing Human and Tech in CX

14:40 GREAT example of using AI to improve agent experience

16:45 1st Class Lounge

21:32 AI Benefits NOW…not years from now

25:55 Gaining Buy-In for AI implementation

30:34 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to Verint for your sponsorship of this episode.

Episode resources:

Verint: https://www.verint.com/

Jasen LinkedIn: https://www.linkedin.com/in/jasenwilliams/

Fishing Booker: https://fishingbooker.com/

CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

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

Tue, 14 May 2024 02:00:00 -0500

🎤🎞️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 customer experience

9:20 Firefighting vs process improvement with customer experience

15:15 Approach to customer experience in Malta

17:30 1st Class Lounge

22:50 Leveraging unstructured customer data

26:20 Starting a CX team from scratch

31:14 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Scott LinkedIn: https://www.linkedin.com/in/scottleeholloway/

APS Website: https://www.apsbank.com.mt/

Complaints Management Forum: https://informaconnect.com/complaints-management/

The one with the customer support great day - Jordan Hooker CX #OpenToWork E166

Tue, 07 May 2024 02:00:00 -0500

🎤🎞️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 customers

11:29 Contact center insight story at Booster Fuels

12:45 1st Class Lounge

16:55 What are companies doing wrong in customer experience

18:45 Why are companies not using customer insight

21:10 How Jordan can help companies in CX

22:28 What’s next for Jordan

23:23 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

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

April Obersteller’s Episode: https://www.buzzsprout.com/1736603/episodes/11738962

The one where org design gets in the way - Silvana Buljan Executive Director Bond EMEA E165

Tue, 30 Apr 2024 02:00:00 -0500

🎤🎞️How can org design affect customer centricity? “The one where org design gets in the way” with Silvana Buljan Executive Director Bond EMEA in CX Passport Episode 165🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:27 Taking customer centricity from buzzword to action

7:01 Org design can impede customer centricity

11:25 Talent management and customer centricity

15:35 Differences in Physical and Digital for customer centricity

22:09 1st Class Lounge

27:39 Customer centricity process design

30:59 Empowerment and customer centricity

31:48 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

LinkedIn: https://www.linkedin.com/in/silvana-buljan-889110/

The one with the Disney Wisdom - Francesca Tempestini - Employee Experience Advocate E164

Tue, 23 Apr 2024 02:00:00 -0500

🎤🎞️Let the mouse guide us in “The one with the Disney Wisdom” with Francesca Tempestini - Employee Experience Advocate in CX Passport Episode 164🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:58 Becoming aware of the importance of customer experience

6:56 Developing a reflex for customer experience

10:17 Handling customer concerns at Disneyland Paris

16:59 What will CX be like for the Paris 2024 Olympics

18:49 1st Class Lounge

24:18 Getting started with customer and employee experience

26:22 Equipping employees to deliver experience

28:35 CX surprises after leaving Disney

30:39 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Francesca LinkedIn: https://www.linkedin.com/in/francesca-tempestini-cx/

The one with Customer Trust - Ilenia Vidili Customer Centricity Advisor E163

Tue, 16 Apr 2024 02:00:00 -0500

🎤🎞️Find customer centricity in “The one with Customer Trust” with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:52 Understanding Customer Centricity

6:49 The Business Value of Customer Centricity

10:42 Consistency and Commitment in Customer Centricity

13:31 Building Customer Trust

19:05 The Digital Nomad Experience

22:49 1st Class Lounge

25:58 European Women on Boards (EWOB)

29:07 Current Customer Experience Pain Points

30:50 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Website: https://www.ileniavidili.com/

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

European Women On Boards (EWOB): https://europeanwomenonboards.eu/

The one with LEGO Serious Play - Sirte Pihlaja, CEO & LEGO Serious Play Facilitator E162

Tue, 09 Apr 2024 02:00:00 -0500

🎤🎞️Recover your creativity! “The one with LEGO Serious Play” with Sirte Pihlaja, CEO and LEGO Serious Play Facilitator in CX Passport Episode 162🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:47 Journalism as a path to customer experience

5:48 The importance of creativity as adults

10:09 All about LEGO Serious Play

15:39 1st Class Lounge

23:21 Implementing AI in Customer Experience

29:03 State of CX in Finland

31:36 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Sirte LinkedIn: https://www.linkedin.com/in/sirte/

Sirte Website (Finnish): https://www.shirute.com/

Sirte Website (English): https://www.shirute.fi/en

CX 5 Book: https://www.shirute.com/cx5-book/

CX Play: https://www.cxplay.fi

The one where she’s feral about support - Ashley Hayslett CX #OpenToWork E161

Tue, 02 Apr 2024 02:00:00 -0500

🎤🎞️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:48 Early Experience in Customer Support

4:14 The Joy of Helping People with Customer Support

7:41 Bridging Gap Between Customer and Business Decisions

13:39 Contact Center as a Customer Insights Center

15:48 Heartwarming Story of Turning it Around for Customers

20:28 1st Class Lounge

26:23 Using AI in Customer Experience

29:13 Improving Agent Experience

31:10 What’s Broken in Customer Experience

34:04 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

LinkedIn: https://www.linkedin.com/in/ashley-h-28737710/

Website: https://www.prohelpcx.com/

The one with the people heroes - Celia Fleischaker CMO at isolved E160

Tue, 26 Mar 2024 02:00:00 -0500

🎤🎞️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s 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

If 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/services

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

The one with mental health and CX - Stephanie Coradin CEO & Founder DEMBO Inc E159

Tue, 19 Mar 2024 02:00:00 -0500

“The one with mental health and CX” with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:35 Linking Mental Health and Leadership

5:25 Mental Health and Customer Experience

9:43 Importance of Self Awareness

12:27 Hospitality and Customer Experience

13:53 Role of Listening and Empathy in Customer Service

20:49 1st Class Lounge

24:39 Improving Communication and Leadership

28:55 Breaking Out of Traditional Mindsets

30:37 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Website: https://www.stephaniecoradin.com/

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

The one with where she’s OG AI - Alyona Medelyan Co-Founder & CEO Thematic E158

Tue, 12 Mar 2024 02:00:00 -0500

🎤🎞️“The one with where she’s OG AI” with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:43 Alyona representing OG of AI

5:46 Advancements in AI and Language Models

8:16 Thematic origin story - Solving customer problems

10:26 Democratization of Insights

14:29 Understanding Customer Needs in a Post-Survey World

16:34 1st Class Lounge

22:32 Influence of travel on CX approach

25:07 Addressing Cultural Differences in a Remote Company

28:26 Listening to customers in a post-survey world

33:20 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

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

Website: https://getthematic.com/

The one with outcomes not experiences - Jermaine Edwards B2B Customer Growth Strategist E157

Tue, 05 Mar 2024 02:00:00 -0600

🎤🎞️ “The one with outcomes not experiences” with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:18 CX skepticism in the Boardroom

7:35 Which customers should a company care about?

11:35 Creating Clarity in Customer Experience

12:44 Outcomes or experiences

16:18 1st Class Lounge

20:18 Operationalizing Customer Revenue & Reputation Growth

25:45 Engagement vs Retention

31:04 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

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

Website: Jermaineedwards.com

The one with the customer service Grandma Golden Rule - Emily Stubbs #OpenToWork E156

Tue, 27 Feb 2024 02:00:00 -0600

🎤🎞️Let’s accelerate another #OpenToWork CX Job Seeker Emily Stubbs in “The one with the customer service Grandma Golden Rule” in CX Passport Episode 156🎧

CHAPTERS

0:00 Introduction

3:10 Why is CX important to Emily?

5:03 Balancing Efficiency and Building Connections

6:25 Creating Positive Experiences for Customers

8:32 Customer Experience Impact on Business Results

9:53 Delivering Personalized Experiences

11:47 Avoiding Unintended Brand Promises

14:34 1st Class Lounge

19:55 Analyze Data - Improve CX

23:21 How will Emily help companies with customer experience

27:22 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

LinkedIn: https://www.linkedin.com/in/emily-stubbs-90781b2b/

The one with the future of Customer Experience - Bill Staikos SVP at Medallia E155

Tue, 20 Feb 2024 02:00:00 -0600

🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?...

CHAPTERS

0:00 Introduction

6:00 The 4 Personas of a CX leader

8:30 Future Thinking in Customer Experience

11:00 The promise of Gen AI for customer experience

16:15 The evolution of CX as a discipline

19:12 Change Management and CXOs

20:141st Class Lounge

26:02 Driving Change with CX

30:32 Advice for CX professionals

33:11 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

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

Be Customer Led podcast: www.becustomerled.com

#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice

The one with the eyes and ears of your brand - Milagros Gonzales, Ambassador Marketing Manager | Gorgias E154

Tue, 13 Feb 2024 02:00:00 -0600

🎤🎞️Want REAL customer insight? “The one with the eyes and ears of your brand” Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:52 Knowledge to Experience

4:51 Empathy in Customer Experience

7:18 The Undervalued Front Line

9:29 Moving from cost center to revenue generator

14:38 Customer stories to drive improvement

17:23 1st Class Lounge

23:05 Why haven’t all companies embraced customer experience

25:59 Gorgias’ approach to customer listening

31:04 Balancing policy with human decision

33:20 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

LinkedIn: https://www.linkedin.com/in/milagros-gonzales-520565183/

The one with LinkedIn trust & confidence - Sam Stern LinkedIn Sr Mgr Customer Experience E153

Tue, 06 Feb 2024 02:00:00 -0600

🎤🎞️Customer Experience at LinkedIn “The one with LinkedIn trust & confidence” with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

4:04 Customer Experience at LinkedIn

9:11 Converting Insights into Action at LinkedIn

17:00 Creating a customer-centric culture

21:56 Customer Culture Success stories - Cleveland Clinic

27:46 1st Class Lounge

32:17 Customer Experience driving tangible improvement

36:10 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

LinkedIn: Sam Stern | LinkedIn

CX Patterns newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7062857517466316800

CX Patterns Podcast: (Apple, Spotify)

LI Learning course: Customer Experience Strategy: Build A Customer-Centric Culture

The one where we amplify the CX job seeker - Adam Haesler #OpenToWork E152

Tue, 30 Jan 2024 02:00:00 -0600

🎤🎞️Once a month CX Passport stops down and amplifies a CX job seeker. Let’s help build a network for Adam Haesler and his #OpenToWork in “The one where we amplify the CX job seeker” in CX Passport Episode 152🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

4:17 Adam’s journey into customer experience

6:08 Focus on Outcomes over Outputs

8:04 Using Scientific Method in CX

13:14 Connecting Business Results and Customer Experience

14:30 Reducing customer effort in customer service

17:37 1st Class Lounge

24:00 What Companies are Missing in Customer Experience

27:53 Adam’s Next steps in Customer Experience

29:22 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

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

The one with the CX Procenaissance - Rick Denton Host and Managing Principal at EX4CX E151

Tue, 23 Jan 2024 02:00:00 -0600

🎤🎞️From CX Reckoning to the CX Procenaissance “The one with the CX Procenaissance” CX Passport tries a solo experience with the host in Episode 151🎧 What’s in the episode?...

CHAPTERS
0:00 Introduction
2:25 The year of CX Reckoning
8:07 Procenaissance - Fix Customer Experience in 2024
10:20 Origin story of Process & CX
15:40 $50 Million in increased revenue
19:10 Closing and seeking feedback

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

The one with the CX teenage years - Andrew Carothers Digital CX Leader Cisco Systems E150

Tue, 16 Jan 2024 02:00:00 -0600

🎤🎞️The 150th episode! “The one with the CX teenage years” with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:02 What does successful digital CX look like?

5:16 The role of AI in customer experience?

13:05 The importance of process in customer experience

17:16 How global influences customer experience approach

18:53 1st Class Lounge

24:43 The teenage years of CX / Customer Experience

29:28 Maintaining humanity in CX

32:39 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Andrew LinkedIn: https://www.linkedin.com/in/andrew-carothers/

The one with three customer loyalty tiers | Ali Cudby Co-Founder & CEO Alignmint Growth Strategies E149

Tue, 09 Jan 2024 02:00:00 -0600

🎤🎞️Get customers to climb the loyalty ladder “The one with three customer loyalty tiers” with Ali Cudby Co-Founder & CEO Alignmint Growth Strategies in CX Passport Episode 149🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:17 The Importance of Customer Loyalty

6:02 Loyalty evolution example from New York Times

9:50 Three Tiers of Customer Loyalty

15:48 Front of House / Back of House - Inspiration from “Bear”

19:23 1st Class Lounge

24:08 Origin of Alignmint

25:08 Balancing numbers and humanity

29:51 Process of Writing a Book

33:20 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

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

Website: https://alignmintforgrowth.com/

Book: keepyourcustomersbook.com

The one with Content, Culture, and CX | Paul Banks Founder & Chief of Different Thinking at Javelin Content Management E148

Tue, 02 Jan 2024 02:00:00 -0600

🎤🎞️“The one with Content, Culture, and CX” with Paul Banks, Founder & Chief of Different Thinking at Javelin Content Management in the first CX Passport of the year! Episode 148🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:32 Helping businesses communicate and create emotional attachments

9:15 Content marketing influencing customer experience

14:45 Avoid the trap of brands forgetting the humans

19:08 Dangers of brand damage from human content mistakes

23:10 1st Class Lounge

31:00 Why Small Medium Businesses matter?

34:45 Serving as a Volunteer Constable for 10 years

38:20 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

LinkedIn: https://www.linkedin.com/in/paul-banks007/

Podcast Mackem Magic: Bedtime Stories That Come to Life https://open.spotify.com/show/4ypNB92Xg4N8FBcMjEN5hX?si=3442ca39ccc14abc

The One with the 2023 First Class Holiday Special part 2 - Various CX Passport Guests E147

Tue, 26 Dec 2023 02:00:00 -0600

🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 2”🎧 Episode 147

Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?...

CHAPTERS

0:00 Intro

1:08 Phil Davis - Czech Republic

5:42 Claire Boscq - UAE

11:26 Eli Weiss - USA

15:20 Mercer Smith - USA

19:21 Vimal Rai - Dubai

23:40 Gabriela Amaral - Brazil

If 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/services

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

The One with the 2023 First Class Holiday Special part 1 - Various CX Passport Guests E146

Tue, 19 Dec 2023 02:00:00 -0600

🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 1”🎧 Episode 146

Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?...

CHAPTERS

0:00 Intro

1:37 Megan Bassler - USA

6:18 Tshili 'Chili' Khupe - UK

10:31 Jennifer Meunier - Brazil

15:11 Tyler Saxey - USA

18:32 Sandra Thompson - UK

23:08 George Nagatsuka - Japan

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

The one with Spotify Customer Service - Rajiv Vellodi VP Global Customer Service Spotify E145

Tue, 12 Dec 2023 02:00:00 -0600

🎤🎞️Customer Service for one of the world’s most visible brands “The one with Spotify Customer Service” with Rajiv Vellodi VP Global Customer Service Spotify in CX Passport Episode 145🎧 What’s in the episode?...

CHAPTERS
0:00 Introduction
2:29 What’s Rajiv’s top Spotify playlist?
3:10 Global Customer Support at Spotify
5:20 Blending GE, Hilton, Amazon career experience at Spotify
10:36 Managing Global Customer Service for high visibility brand like Spotify
15:15 Elevating and celebrating culture
18:54 1st Class Lounge
24:39 Key factors how Spotify chooses BPO partners
31:45 Contact center as customer insight center at Spotify
34:56 Contact info and closing

If 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/services

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

#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #spotify #process #business #management #travel #bettercustomerservice #shorts

The one with the human experience - NYT Bestseller Joseph Michelli CEO The Michelli Experience E144

Tue, 05 Dec 2023 02:00:00 -0600

🎤🎞️“The one with the human experience” with NYT Bestseller Joseph Michelli CEO The Michelli Experience in CX Passport Episode 144🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:09 Airbnb and Mercedes’ customer experience strategies

8:14 Balancing operational incentives with customer experience

11:38 Prioritizing human interaction in customer service

15:50 Solving for gamification in customer feedback

19:00 Joseph’s radio career influencing CX today

20:08 1st Class Lounge

23:40 What is human experience?

26:22 Mental wellness and Bonfire Digital Wellness

30:16 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

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

Website: https://www.josephmichelli.com/

The one with the profitable rule breaker - Zoe Kahn Manager CX & Retention at Chomps E143

Tue, 28 Nov 2023 02:00:00 -0600

🎤🎞️Breaking rules…creating customer loyalty “The one with the profitable rule breaker” Zoe Kahn Manager of CX & Retention at Chomps in CX Passport Episode 143🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:40 CX & retention role at Chomps

7:10 Planet Fitness Front desk job influencing CX today

10:32 Breaking CX rules. Creating customer empathy

13:45 CX & Retention…simliar and different

17:30 Fitness competitions inspiring customer empathy today

20:38 1st Class Lounge

24:30 Zoe’s “Let’s Laugh About It” Podcast

28:45 Gaining buy in for CX ideas

34:30 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

LinkedIn: https://www.linkedin.com/in/zoe-kahn-5b61aa129/

Twitter @_zoekahn_

Chomps on How I Built This with Guy Raz: https://podcasts.apple.com/us/podcast/chomps-pete-maldonado-and-rashid-ali/id1150510297?i=1000595782640

Rick & Clancy's podcast The Loud Quiet: youtube.com/@theloudquiet

The one with the two hour design sprint - Teresa Cain Author Solving Problems in 2 Hours E142

Tue, 21 Nov 2023 02:00:00 -0600

🎤🎞️Only 2 Hours?! “The one with the two hour design sprint” with Teresa Cain Author Solving Problems in 2 Hours in CX Passport Episode 142🎧 What’s in the episode?...

CHAPTERS
0:00 Introduction
2:18 Why is 2 Hour Sprint necessary
4:30 Overcoming risks of 2 hour sprints
6:10 Scoping the right challenge for a sprint
8:00 Logistic tips for 2 hour sprints
9:40 From Liberal Arts to UX and Design
13:50 Product teams using contact center customer insights
17:19 1st Class Lounge
24:10 She was ChatGPT WAY before ChatGPT was cool
28:05 Converting this to action…to business results
30:23 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

2 Hour Design Sprints: https://www.2hourdesignsprints.com/
LinkedIn: https://www.linkedin.com/in/cainteresa/
Twitter: @DesignwithTCain

#customerservice #customerexperience #design #sprint #designsprint #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice

The one with Sun Country Airlines customer service - Jeremy Hyde | Director Customer Support at Sun Country Airlines E141

Tue, 14 Nov 2023 02:00:00 -0600

youtube.com/@theloudquiet

🎤🎞️Buckle that seatbelt and get ready for departure… “The one with Sun Country Airlines customer service” with Jeremy Hyde Director Customer Support at Sun Country Airlines…episode 141🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:39 Customer service approach and preventing future issues

7:35 Using data and feedback to improve airline customer experience

12:34 Customer service challenges and employee engagement in the airline industry.

19:10 Where would Jeremy go with a free weekend and flight benefits

20:40 1st Class Lounge

24:36 Starting as a call agent influencing current leadership approach

29:19 Balancing human and technology in customer service

33:09 Customer experience and technology adoption in the contact center

35:41 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Voice of the Agent Blueprint: https://www.linkedin.com/pulse/intro-voice-agent-blueprint-jeremy-hyde

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

The Loud Quiet - Rick & Clancy's empty nest podcast:

theloudquietpod.com

The one with with global reach and local experience - Sarah Baker | Director, Global CX at KFC E140

Tue, 07 Nov 2023 02:00:00 -0600

🎤🎞️Building local CX for a global company! “The one with with global reach and local experience” with Sarah Baker Director, Global CX at KFC in CX Passport Episode 140🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

3:15 KFC’s global experience management

4:20 Shaking up current understanding of customer

8:10 Using failure points to grow and get better

10:00 How to REALLY put the customer at the center

13:10 Customer story to influence decisions

15:15 Girls on the Run program

17:31 1st Class Lounge

23:20 KFC global customer listening

27:00 Centralized vs local influence

28:50 Global employee diversity and experience

31:48 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

The one with the CX marriage officiant - Nate Brown, Co-founder CX Accelerator E139

Tue, 31 Oct 2023 02:00:00 -0500

🎤🎞️ “The one with the CX marriage officiant” with Nate Brown, Co-founder CX Accelerator in CX Passport Episode 139🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:34 Why does community matter?

4:10 Launching the CX Accelerator community

6:15 Selectivity and diversity in community

7:45 Community as the next sales marketing

10:15 CX community solving loneliness epidemic

15:35 Starting a career on the customer front line

22:19 1st Class Lounge

25:45 Nate’s style!

27:25 Authentic Voice of the Customer value

33:00 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

CX Community https://www.cxaccelerator.com/

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

The one where he's curious...not judgmental - Tim Kyse, VP of Customer Experience at Openly E138

Tue, 24 Oct 2023 02:00:00 -0500

🎤🎞️Empowering agents AND customers in “The one where he's curious...not judgmental” – with Tim Kyse, Vice President of Customer Experience at Openly in CX Passport E138🎧 What’s in the episode?...

[00:00] Introduction

[02:56] Great customer experience results in insurance

[05:28] Hiring both human and industry skills

[08:38] Managing the pressures of customer support

[12:58] Capturing customer insights – and acting on them

[15:39] The impact of engagement whilst operating remotely

[18:17] 1st Class Business Lounge

[24:30] What drew Tim to Openly?

[26:53] How is Openly using the current versions of AI?

[30:10] What technology improvements would Tim like to prioritize with?

[33:07] Contact info and closing

If 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/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/tim-kyse

The one with the bot baggage - Rob Dwyer, Vice President Customer Engagement | Happitu E137

Tue, 17 Oct 2023 02:00:00 -0500

🎤🎞️Will we embrace the AI Bots? “The one with the bot baggage” with Rob Dwyer, Vice President Customer Engagement | Happitu in CX Passport Episode 137🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

5:30 AI in contact centers and its potential uses and limitations

12:37 AI-powered virtual assistants and their future in customer service

18:45 Tips for technology vendors and purchasers

20:26 1st Class Lounge

24:30 Umpiring and CX lessons

33:37 Contact info and closing

If 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/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/

Web: Happitu.com

Next In Queue...all fave podcast sites AND

YouTube: youtube.com/@nextinqueue

The one where they win best customer team | Jennifer Meunier Head of CX & Product @ G4 Educação E136

Tue, 10 Oct 2023 02:00:00 -0500

🎤🎞️What creates a Brazilian global CX winner? “The one where they win best customer team” with Jennifer Meunier Head of CX & Product at G4 Educação🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:11 What is G4 Educação?

5:00 Company growth, customer focus, and team building in a startup environment

10:00 Breaking down silos for customer experience

11:20 Hospitality industry as an influence for education space

14:36 Hospitality and customer service in Thailand

20:15 1st Class Lounge

25:05 Winning the global award for Customer Experience Team

27:30 Living their own CX principles at G4 Educação

29:15 The “Process of Experience”

31:54 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Instagram: https://www.instagram.com/g4educacao/

Website: https://g4educacao.com/

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

The one with the handwritten note - Rick Elmore, CEO Simply Noted - E135

Tue, 03 Oct 2023 02:00:00 -0500

🎤🎞️“The one with the handwritten note” with Rick Elmore CEO Simply Noted in CX Passport Episode 135🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

2:33 Genesis of Simply Noted

7:00 What if they know it’s a machine?

9:36 Personal connection equals business results

13:17 Overcoming resistance

15:15 How his athletic career (NFL, y’all!) influences his corporate career

17:33 1st Class Lounge

22:10 Getting customer feedback

26:00 Making high touch highly scalable

28:14 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Simply Noted: https://simplynoted.com

LinkedIn: https://www.linkedin.com/in/rick-elmore/

The one where he goes beyond CX - Vimal Rai Managing Partner, Commercial Excellence Partners E134

Tue, 26 Sep 2023 02:00:00 -0500

🎤🎞️He is DONE with CX! Go beyond “The one where he goes beyond CX” with Vimal Rai Managing Partner, Commercial Excellence Partners in CX Passport Episode 134🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

3:05 The broken aviation industry

8:55 Why Brussels Airport is a great customer experience

13:00 He is DONE with customer experience

17:45 Contrasting Singapore and Dubai

23:03 1st Class Lounge

28:30 The emotional (revenue driving!) impact of customer experience

32:03 Contact info and closing

If 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/services

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Vimal LinkedIn: https://www.linkedin.com/in/vimalrai/

The one with AI – Ben Wright, Co-founder Jiffy E133

Tue, 19 Sep 2023 02:00:00 -0500

🎤🎞️“The one with AI” – with Ben Wright, co-founder of Jiffy in CX Passport E133 🎧 What’s in the episode?...

[00:00] Introduction

[03:40] The shifts in AI and its role in customer support

[07:09] Prioritizing customer experience

[11:48] Select tools based on business principles, not just AI

[13:27] 1st Class Business Lounge

[20:33] How AI elevates support roles

[23:23] Staying up-to-date with the latest tools

[25:50] Contact info and closing

If 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/services

Episode resources:

LinkedIn: https://www.linkedin.com/in/benji-wright/

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

Tue, 12 Sep 2023 02:00:00 -0500

🎤🎞️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

If 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/services

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

VACAY RERUN - The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Director, Global VOC & Omni | Foot Locker E131

Tue, 05 Sep 2023 02:00:00 -0500

CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th
🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:50 What a Customer Experience role should be

3:41 How do you act on what you learn from the customer?

8:49 Your CX Passport Captain

9:15 Stacking wins on wins -The Foot Locker customer experience journey

14:43 How to learn from and deliver for a global customer experience

17:53 1st Class Lounge

21:15 Creating actual business results from voice of the customer

24:36 How to get customer insight from the front line employee

26:50 Using Voice of the Customer to celebrate employees | Video celebrations

31:07 Contact info and closing

If 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/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/tyler-saxey-45968923/

Foot Locker: https://www.footlocker.com/

VACAY RERUN - The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E130

Tue, 22 Aug 2023 02:00:00 -0500

CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th
🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?...

😬Ummm...flight attendant...have you seen my pants?

🤯Weight checks? Girdle checks?!...at work?!

😋Getting a cooked to order medium rare steak on a flight?

😲You'll be SHOCKED how they handled a cigar on a flight!

💡Flight attendants - "We were some of the first feminists"

😳Steamy thoughts with 007

☝️The one thing you should do to get on a flight attendant's good side

😶What happens on an overnight, stays on an overnight

🤩Beluga caviar from Iran…as an in flight appetizer?!

💭”It's a flight attendant. What can I say, we always find the best places” - Stephanie

If 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/services

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

Episode resources:

True Tales book web site: truetalestwa.com

The Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459

The one with elephant level emotional intelligence – Sandra Thompson, Founder Ei Evolution E129

Tue, 08 Aug 2023 02:00:00 -0500

🎤🎞️The one with elephant level emotional intelligence – with Sandra Thompson, Founder of Ei Evolution in CX Passport E129🎧 What’s in the episode?...

[00:00] Introduction

[02:09] How Sandra first got into emotional intelligence

[05:35] The theoretical versus practical aspect of EI

[11:10] An example of customer experience that needed a great level of EI

[18:54] Keeping the humanity aspect of customer experience and the service design

[23:40] 1st Class Business Lounge

[28:16] If you want to grow your EI skills, where do you get started?

[32:01] How to help foster growth of EI in your own team

[36:17] Contact info and closing

If 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/services

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

Episode resources:

Website: www.eievolution.com
LinkedIn: https://www.linkedin.com/in/cxeisandra/
Emotional Intelligence 2.0 (where you get the code and can measure your existing Ei levels): https://www.amazon.co.uk/Emotional-Intelligence-2-0-Travis-Bradberry/dp/0974320625

The Emotional Culture deck: https://www.ridersandelephants.com/the-emotional-culture-deck

The one with the CX hot roll - Eli Weiss, Sr Dir Customer Experience | Jones Road Beauty E128

Tue, 01 Aug 2023 02:00:00 -0500

🎤🎞️Be encouraged! CX is on fire🔥 “The one with the CX hot roll” with Eli Weiss, Sr Director Customer Experience | Jones Road Beauty in CX Passport Episode 128🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

2:32 A customer experience renaissance

4:29 Why are Customer teams under threat today?

8:08 The core role of a customer leader

10:45 How to listen to D2C customers

17:10 Moving to action

19:25 Travel stories show the heart of customer experience

23:09 1st Class Lounge

27:50 Maybe Zappos shouldn’t be the *pinnacle* of customer experience

32:23 Contact info and closing

If 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/services

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

Episode resources:

Web: eliweisss.com

Jones Road Beauty: https://jonesroadbeauty.com/

The one with the CX Feng Shui - Claire Boscq, BizShui Creator E127

Tue, 25 Jul 2023 02:00:00 -0500

🎤🎞️“The one with the CX Feng Shui” with Claire Boscq, BizShui Creator & Keynote Speaker in CX Passport Episode 127🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

2:33 BizShui, FengShui and Customer Experience

4:50 How convince others of the value of BizShui

7:03 How did Claire's Disney experience set the stage for great CX?

13:00 Fabulous and 50! Campaign

18:10 Customer Experience and Dubai, UAE

21:40 1st Class Lounge

26:29 Helping leaders create great employee experience

28:56 Contact info and closing

If 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/services

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

Episode resources:

Website: claireboscq.com

YouTube: www.youtube.com/@ClaireBoscq

LinkedIn: www.linkedin.com/in/claireboscq/

The one with the real results - Neha Dutta VP Digital Client Success Lead at EXL E126

Tue, 18 Jul 2023 02:00:00 -0500

🎤🎞️“The one with the real results” with Neha Dutta – Vice President for Digital Client Success Lead EXL in CX Passport Episode 126. What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

04:41 Customer experience process improvement.

06:01 Why is customer service so bad right now?

11:08 Elevating women in leadership.

14:21 Neha’s tips for exploring Gurgaon, India.

17:10 Embracing technology in India.

18:22 1st Class Lounge.

22:34 AI and job enhancement.

27:28 Going beyond just giving companies a technology solution.

29:54 Contact info and closing

If 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/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/neha-dutta-5303a18

The one with marketing malpractice - Alan Hale President Consight Marketing Group E125

Tue, 11 Jul 2023 02:00:00 -0500

🎤🎞️Stop Survey Slapping your Sandwich Customers in “The one with marketing malpractice” with Alan Hale President Consight Marketing Group in CX Passport Episode 125🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:09 B2B is NOT the same as B2C

7:58 Customer Experience is “circling the drain?”

13:45 Don’t be fooled by LinkedIn influencers. Marketing is NOT simple

17:34 1st Class Lounge

21:10 AI will solve everything…or it will destroy the world

23:59 Data is nothing without action

26:10 Career path to being a Marketing leader

28:41 Contact info and closing

If 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/services

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

Episode resources:

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

Website: www.consightmarketinggroup.com

The one with that career coach - Kendall Berg, Founder of That Career Coach E124

Tue, 04 Jul 2023 02:00:00 -0500

🎤🎞️Want to be promoted? 👂Listen to or 👀Watch this episode...“The one with that career coach” Kendall Berg, Founder of That Career Coach in CX Passport Episode 124🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:20 Getting into career coaching

5:45 Growing your career through being customer focused

9:20 Want to be promoted? Do this!

11:15 Stuck at a place that doesn’t focus on the customer?

13:45 Managers…THIS is your job now

18:45 Wait? What? Impulsively deciding to move to Colorado?!

21:51 1st Class Lounge

26:30 Storytelling…stunning employee experience improvement!

32:15 Managers…pay attention to this too!

35:10 Contact info and closing

If 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/services

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

Episode resources:

All your socials: @Thatcareercoach

Web: thatcareercoach.net

The one with the Customer Profitability - Evan Klein, Founder & President Satrix Solutions E123

Tue, 27 Jun 2023 02:00:00 -0500

🎤🎞️Real, tangible profits from Customer Experience in “The one with the Customer Profitability” Evan Klein, Founder & President Satrix Solutions in CX Passport Episode 123🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:45 Customer experience epiphanies

6:35 Triggers that move a company to focus on CX

9:20 The path to profitability

13:53 Doesn’t have to be a new process

16:20 Scottsdale area travel secrets

18:11 1st Class Lounge

21:37 Employee engagement from voice of the customer

24:40 Internal customer experience successes

27:30 How to listen to the customer’s “voice”

30:00 Contact info and closing

If you like CX Passport, I have 4 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments

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

Episode resources:

Company LinkedIn: https://www.linkedin.com/company/satrix-solutions-llc./

Website: https://www.satrixsolutions.com/

The one with the CX bartender - Tshili Khupe Head of LTVplus Strategic Partnerships E122

Tue, 20 Jun 2023 02:00:00 -0500

🎤🎞️Customer experience cocktails🍸 and…ahem…toys🤭…in “The one with the CX bartender” with Tshili Khupe Head of LTVplus Strategic Partnerships & Growth - CX Passport Episode 122🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:58 How to listen to the customer

6:40 Turning a contact center to a customer insights center

9:46 Motivating brands to amplify their contact center

12:15 Adult toy customer insights

15:25 Engaging the front line for customer insights

17:19 1st Class Lounge

21:32 Successful customer insight stories

26:25 Reasons why companies turn to BPOs for help

28:52 Contact info and closing

If you like CX Passport, I have 4 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments

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

Episode resources:

LTVplus: https://www.ltvplus.com/

Tshili LinkedIn: https://www.linkedin.com/in/tshili-khupe/

The one with the DNA Experience - Sherry Grissom & Melissa Spears of Illumina E121

Tue, 13 Jun 2023 02:00:00 -0500

🎤🎞️🥼🔬Think science and genomics don't need customer Experience? Think again “The one with the DNA Experience” Sherry & Melissa Ilumina CX Passport Episode 121🎧

[One note listeners & viewers…this week’s episode had some hardware issues so it’ll be audio only. Back to video next week!]

CHAPTERS

0:00 Introduction

2:47 What does Illumina do?

5:10 Why is Customer Experience needed in genomics?

7:50 Balancing legacy with innovation in customer experience

10:40 Who are the customers for this industry?

13:25 How to build great CX in genomics

17:33 1st Class Lounge

23:13 Building a CX program from the ground up

26:07 Listening to the customer in genomics

28:40 Investors are realizing the $ benefits of customer experience

33:20 Contact info and closing

If 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/services

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

Episode resources:

Illumina: https://www.illumina.com/

Sherry Grissom: https://www.linkedin.com/in/sherry-grissom-954a9930/

Melissa Spears: https://www.linkedin.com/in/melissa-spears-289a658/

The one with the customer mix tape - Amy Brown, CEO of Authenticx E120

Tue, 06 Jun 2023 02:00:00 -0500

🎤🎞️On a mission to help humans understand humans in "The one with the customer mix tape" with Amy Brown, CEO of Authenticx in CX Passport Episode 120🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:19 Unlocking patient insight from conversations

4:18 The inspiration from growing up in medicine

6:15 In 8th grade and on a heart transplant flight?!

8:41 The crushing complexity of healthcare industry

11:19 A billing call isn’t JUST a billing call

16:30 Why are we getting patient experience so wrong?

18:23 First Class Lounge

22:48 Why start with healthcare?

25:30 Using stories to inspire change

33:20 Contact info and closing

If 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/services

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

Episode resources:

Authenticx: www.authenticx.com

The one with the call center’s call center - Gary Pudles, President & CEO AnswerNet E119

Tue, 30 May 2023 02:00:00 -0500

🎤🎞️The manager’s job is to Unsuck Things That Suck in “The one with the call center’s call center” with Gary Pudles, President & CEO of AnswerNet in CX Passport Episode 119🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:22 Changing ways customers contact brands today

4:29 Blending digital and human in customer contact

7:35 An INTRIGUING option for Small Business contacts

13:19 Front line employee engagement

17:45 Cuba and Caymans in one trip…contrast indeed

20:40 1st Class Lounge

25:08 The CRM is dead?

27:33 Iterative success vs disruption

31:38 Buying a business

32:41 Contact info and closing

If you like CX Passport, I have 4 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments

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

Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps

Show notes and other helpful CX & Total VOC content at www.cxpassport.com

Episode resources:

Social media tags: @GaryPudles @answernet

Web: www.answernet.com

The one with Omotenashi - George Nagatsuka - Founder Discover Xciting Japan E118

Tue, 23 May 2023 02:00:00 -0500

🎤🎞️“The one with Omotenashi” with George Nagatsuka - Founder Discover Xciting Japan in CX Passport Episode 118🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:45 Omotenashi - What drives the Japanese customer service focus?

7:33 Comparing Japanese to US/Western Customer Service

11:31 Unique Japanese travel experiences

16:26 First Class Lounge

21:54 How does GE process experience influence CX today?

24:49 Variability of the Asian customer experience

28:38 DiscoverXcitingJapan

31:27 Contact info and closing

If you like CX Passport, I have 4 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments

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

Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps

Show notes and other helpful CX & Total VOC content at www.cxpassport.com

Episode resources:

Spirit of Japanese Customer Service: Omotenashi

LinkedIn: https://www.linkedin.com/in/george-nagatsuka/

Website: https://discoverxcitingjapan.com

Facebook page: https://www.facebook.com/discoverxcitingjapan

The one with the relational collateral - Phil Davis - Pastor, Faith Community Church (Prague) E117

Tue, 16 May 2023 02:00:00 -0500

🎤🎞️PREACH it Pastor! Today CX=Church Experience and you'll be stunned how much we in the biz CX world can learn from the faith world in “The one with the relational collateral” Phil Davis Faith Community Church (Prague) in CX Passport E117. What’s in the episode?...

🤗For the first time, CX Passport listeners have an opportunity to give back. More detail in the episode on how you can support this mission which is currently serving the humanitarian needs of the Ukrainian refugee community created by the tragic invasion of Ukraine in addition to the soul needs of the Prague international community. Listen to the episode and then…

Support here: https://give.serge.org/donate/phil-and-shanna-davis

CHAPTERS

0:00 Introduction

4:45 Church vs business when it comes to creating experiences

8:30 Customer sensitive NOT customer driven

11:01 Many churches…one goal

14:03 Asking your “customers” to sacrifice?

17:09 What’s unique and special about Prague?

21:08 1st Class Lounge

25:42 The KEY lesson EVERY CX person should know

28:50 Why “brand promise” matters even MORE in the faith world

31:26 What’s next for Faith Community

33:25 Contact info and closing

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

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

Apple Podcasts: http://bit.ly/applecxpassport

https://give.serge.org/donate/phil-and-shanna-davis

Episode resources:

Support Faith Community Church

Website: faithcommunity.cz

Mission Organization: serge.org

The one with 2 T-Rexes and 2 Pennies - Mercer Smith, VP CX Insights and Community at Partner Hero E116

Tue, 09 May 2023 02:00:00 -0500

🎤🎞️Building communities CX and beyond in “The one with 2 T-Rexes and 2 Pennies” with Mercer Smith VP CX Insights and Community at Partner Hero | CX Passport E116🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:32 Using communities to better the Customer Experience world

4:45 What makes a GOOD community?

9:33 Elevate the customer insights from the front-line

13:59 Providing the support and language for mental wellness

16:08 1st Class Lounge

20:47 How to scale great teams

25:20 A brilliant trait to block the tribalism of CX labels

27:48 What’s next for communities and customer experience?

30:40 Closing and contact information

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

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

Apple Podcasts: http://bit.ly/applecxpassport

YouTube: https://bit.ly/youtubecxpassport

Episode resources:

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

Social Media handles: @mercenator

Website: https://www.mercenator.com/

The one with expanding representation & BPO partnerships - Megan Bassler VP Strategic Partnerships at OP360 E115

Tue, 02 May 2023 02:00:00 -0500

🎤🎞️Opening career doors and building communities in “The one with expanding representation & BPO partnerships“ with Megan Bassler VP Strategic Partnerships at OP360 in CX Passport E115🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:44 The partnership role and OP360

4:29 Jet fuel for career learning - BPO industry

9:00 Expanding representation and diversity in BPO leadership

12:31 Practical tips for creating Communities

18:36 AI and the BPO industry

21:14 1st Class Lounge

26:13 Keeping humanity in the AI and Digital solutions

29:22 Equipping agents to successfully represent both brand and BPO

33:15 Contact info and closing

Thank you, OP360 for your sponsorship of this episode.

Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorship

https://www.ex4cx.com/blog/2023/3/3/if-i-would-have-them-on-my-show-for-free-i-might-as-well-get-paid-for-it

If you like CX Passport, I have 4 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments

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

Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps

Show notes and other helpful CX & Total VOC content at www.cxpassport.com

Episode resources:

Megan LinkedIn: https://www.linkedin.com/in/megan-lyn-vonderach/

OP360: https://www.op360.com/

CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

The one with the customer first downs - Jeff Krogman SVP MasterCard E114

Tue, 25 Apr 2023 02:00:00 -0500

🎤🎞️Jeff Krogman of MasterCard explains getting it right for customers in “The one with the customer first downs” CX Passport Episode 114🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:34 Jeff’s role at MasterCard

4:04 How to keep “non-customer” roles focused on the customer

6:40 A wide spectrum of “customer” for MasterCard

8:35 What does Voice of the Customer look like across a wide customer spectrum

10:27 Listening to all B2B customer types

12:35 Personalization with a spectrum of customers

15:00 Creating what customers want

17:13 1st Class Lounge Travel, Fun & Food

22:48 Bringing customer and non-customer teams together

25:41 Process. Process. Process…Getting the basics right for customers

28:10 Addressing the challenge of payment industry newcomers

31:26 Contact info and closing

If you like CX Passport, I have 4 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments

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

Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps

Show notes and other helpful CX & Total VOC content at www.cxpassport.com

Episode resources:

Jeff Krogman LinkedIn: https://www.linkedin.com/in/jeff-krogman-a30a6210/

The Reluctant Traveler with Eugene Levy

The one with the Changi experience - Andrew Tan Director Airport Ops Consultancy Changi Airport Group E113

Tue, 18 Apr 2023 02:00:00 -0500

🎤😲There's an open air pool at this airport! Andrew Tan Director Airport Operations Consultancy at Changi Airport Group in "The one with the Changi experience" CX Passport E113🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

3:41 Why is Changi so special to passengers?

5:37 What makes an airline choose an airport?

7:33 Why is customer experience at an airport vital?

11:06 Your CX Passport Captain

11:32 The airport attracts the community

13:26 What to do and eat in Singapore

20:30 1st Class Lounge

23:51 How to know what an airport really needs

25:41 Contextualize technology in overall CX context

30:20 The surprise delights 🏊at Changi

33:20 Contact info and closing

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

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

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

Changi Airports International: https://www.cai.sg/

Andrew LinkedIn: https://www.linkedin.com/in/andrewtan2000/

The one with the beverage customer experience - Gabriela Amaral, Global Cust Satisfaction Manager - AB InBev E112

Tue, 11 Apr 2023 02:00:00 -0500

🎤🎞️“The one with the beverage customer experience” with Gabriela Amaral, Global Customer Satisfaction Manager at AB InBev in CX Passport Episode 112🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:58 From tech university degrees to leading global customer experience

5:22 Creating great customer experience for B2B customers

9:25 Your CX Passport Captain

15:03 A taste of Brazil

17:36 1st Class Lounge

20:54 Creating a culture focused on CX in a results driven environment

23:51 Blending human and digital in customer experience

26:17 Growing the Brazilian customer experience community

28:03 Contact info and closing

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

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

Apple Podcasts: http://bit.ly/applecxpassport

YouTube: www.youtube.com/@cxpassport

Episode resources:

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

Instagram: https://www.instagram.com/gabrielaamaral.cxt/

CX Leader - CX mentoring program: https://gabrielaamaralcxt.com.br/cxleader

Método CXGE, CX strategy and governance on-line course: https://gabrielaamaralcxt.com.br/metodocxge

The one with the CX orchestration - Mark Slatin CX Advisor at EmpoweredCX E111

Tue, 04 Apr 2023 02:00:00 -0500

🎤🎞️“The one with the CX orchestration” with Mark Slatin, CX Advisor at EmpoweredCX in CX Passport Episode 111🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:12 Tangible experience in CX

3:58 What’s the role of a CX leader?

6:48 How to move customer experience initiatives forward…successfully

9:19 Inspiring change using the customer’s story

12:27 We’re still justifying the ROI of Customer Experience?

16:38 1st Class Lounge

20:11 How to get better at being tactical, not so esoteric with CX

22:44 Why is Customer Experience/Service still SO bad?

25:38 What are companies focused on in 2023?

27:45 Contact info and closing

If you like CX Passport, I have 4 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments

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

Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps

Show notes and other helpful CX & Total VOC content at www.cxpassport.com

Episode resources:

Podcast: The Delighted Customer Podcast https://www.empoweredcx.com/podcast

Website & maturity experince assessemnt : empoweredcx.com

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

The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Dir, Global VOC & Omni at Foot Locker E110

Tue, 28 Mar 2023 02:00:00 -0500

🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:50 What a Customer Experience role should be

3:41 How do you act on what you learn from the customer?

8:49 Your CX Passport Captain

9:15 Stacking wins on wins -The Foot Locker customer experience journey

14:43 How to learn from and deliver for a global customer experience

17:53 1st Class Lounge

21:15 Creating actual business results from voice of the customer

24:36 How to get customer insight from the front line employee

26:50 Using Voice of the Customer to celebrate employees | Video celebrations

31:07 Contact info and closing

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

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

Apple Podcasts: http://bit.ly/applecxpassport

#customerexperience #voiceofthecustomer #employeeexperience #retail #podcast

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/tyler-saxey-45968923/

Foot Locker: https://www.footlocker.com/

The one with the Uber of BPOs - Claas van Delden, Chief Growth Officer for yoummday - E109

Tue, 21 Mar 2023 02:00:00 -0500

Today CX Passport begins video podcasting. Continue listening on your favorite audio apps...or head over to YouTube and subscribe to the CX Passport channel there to watch each episode youtube.com/@cxpassport
🎤Customer & Employee experience transformation for BPOs in “The one with the Uber of BPOs” with Claas van Delden, Chief Growth Officer for yoummday in CX Passport E109🎧

CHAPTERS

0:00 Introduction

2:10 An Uber-platform for BPOs?

5:00 Why are BPOs ripe for disruption

8:31 So why would this be better for customer experience?

12:17 The best way to learn from front lines

16:05 A story of a client making immediate changes using real-time customer insight

17:36 1st Class Lounge

21:59 How does this model help employee experience?

25:20 Opening up opportunities for underserved talent communities

26:40 How to equip a fully independent and remote talent base

30:37 Learning from the global talent base

33:20 Contact info and closing

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

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

yoummday - www.yoummday.com

The one with the better Crypto Customer Experience - Clemens Behrend of Web3CX E108

Tue, 14 Mar 2023 02:00:00 -0500

🎤Crypto and Customer Experience? You bet! “The one with the better Crypto Customer Experience” with Clemens Behrend of Web3CX CX Passport Episode 108🎧 What’s in the episode?...

🤷‍♂️Why should Crypto and Web3 focus on customer experience?

🚩How did customer experience observations show early red flags about FTX?

💡Want to break into the crypto space as customer support?

⚠️Caution customers - If a company isn't treating CX right, they probably aren't treating their business right

🍍Pineapple is a least favorite food?!

💖How not to abandon the humanity with our digital solutions?

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

💭“What's very often overlooked in all of these hyped up crypto projects, there are no names, or real persons. But customer experience is actually when you connect with people” - Clemens

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

Web3CX: https://www.web3cx.io/

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

The one with United Airlines Customer Experience - Bryan Stoller Global Head of Customer Care United Airlines E107

Tue, 07 Mar 2023 02:00:00 -0600

🎤Board a luxury, double aisle, supersized episode with Bryan Stoller, Global Head of Customer Care at United Airlines in “The one with United Airlines Customer Experience” CX Passport E107🎧 What’s in the episode?...

⚙️How to prioritize the insights gained from the customer contact center

👉What drove United's evolution beyond random call listening to deep contact insights?

🤯Ahh flight benefits! Flying to Hong Kong just to attend a friend's party!

💡A resolved experience makes for a good experience

🔬Learn WHERE to hunt...then GO hunt!

✅Unlocking insights by overcoming "internal thinking"

😯Handling IROPs - Irregular Operations

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

💭“Learn something from [customer] interactions TODAY...to help TOMORROW” - Bryan

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

Apple Podcasts: http://bit.ly/applecxpassport

#aviation #customerservice #insight #podcast #travel

Episode resources:

Bryan Stoller LinkedIn: https://www.linkedin.com/in/bryanstoller/

The one with the simplicity of CX - Evas Bazirakakye E106

Tue, 28 Feb 2023 02:00:00 -0600

🎤CX Passport’s first guest from Uganda(!) in “The one with the simplicity of CX” with Evas Bazirakakye, Customer Relationship Manager at Umeme🎧 What’s in the episode?...

😊Simplicity is attractive...especially in experience

👉The evolution of Customer Experience in Uganda

💡Every interaction should create a memory...an experience

📈Good experience = Good sales = Good business results

😲Shocked to hear what some customers might do in reaction to a bad experience

😍Elevating beyond customer experience to a social responsibility

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

💭“And I realized that if a business really focused on…ensuring customer focused, they're trying to provide a solution to a customer…what does the customer want? How can we better a customer, probably it would make more sales for their business and bring in more business” - Evas Bazirakakye

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

Evas’ LinkedIn: https://www.linkedin.com/in/evas-bazirakakye-kizza-a327a424/

The one with the convergence of clarity and surprise - Jared Fink of Siegel+Gale E105

Tue, 21 Feb 2023 02:00:00 -0600

🎤Get beautifully designed Customer Experience in “The one with the convergence of clarity and surprise” with Jared Fink of Siegel+Gale in CX Passport episode 105🎧 What’s in the episode?...

🥰"Designing something people love"

👩‍🎨Humans are messy. How design for humans?

✈️What makes a great travel lounge - from chaos to calm

🔬"Beautiful simplicity is really hard to do"

💹A great in-store retail experience WILL generate business results

😍Moments of joy a great design can bring

💡What impacts a board room? That real, in-home immersive customer research

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

💭“ But a lot of the work that's really enlightening, the stuff that shifts a boardroom, the stuff that really gets people to feel it is when you actually go and spend time with [people] and document it.” - Jared

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

Website: https://www.siegelgale.com/

All social media: @SiegelGale

Sushi documentary - Jiro Dreams of Sushi: https://www.imdb.com/title/tt1772925/

The one with the patient choice awakening - Ben Seals CEO Thomas Eye Group S2E104

Tue, 14 Feb 2023 02:00:00 -0600

🎤There’s a revolution in customer experience coming “The one with the patient choice awakening” with Ben Seals, CEO of Thomas Eye Group in CX Passport episode 104. What’s in the episode?...🎧

📞When your FIRST call teaches you to love to talk to customers

💡When the CEO hears directly from customers

❗Patient choice...it's real...it's now

🧑‍⚕️Improving financial & MEDICAL outcomes through better patient experience

🩺Patient experience is customer experience

🍌"Banana pudding is my kryptonite"

😲Whoa! Imagine handling the emergency call from a wife scared to death about her husband's immediate eye emergency

💭“Giving that agent the tools and the skills to address the need is the responsibility of our leadership team in the organization.” - Ben

Want video? Subscribe at youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

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

Episode resources:

Ben Seals LinkedIn: linkedin.com/in/benseals

Thomas Eye Group: www.thomaseye.com

The one where chatGPT visits CX Passport - E103

Tue, 07 Feb 2023 02:00:00 -0600

For the first time, I’m recommending you view this episode rather than listen to it. www.youtube.com/@cxpassport

🎤Will there be a place for humans in Customer Experience? Find out in “The one where chatGPT visits CX Passport” Episode 103🎧 What’s in the episode?...

(How I made this video is in the episode resources below)

🤖Why get AI’s perspective on customer experience?

😨Will Humans have a place?

😠Why are companies continuing to provide poor customer experience?

👉How can companies keep humanity in their customer experience?

😋What’s chatGPT’s favorite food and where does it want to travel next?

📈How would chatGPT prove the ROI of customer experience initiatives?

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

💭“Absolutely…I think there will always be a role for humans in customer experience. Technology is great for streamlining processes, but it can never replace the human element of customer service” - chatGPT

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

Website: chatgpt.com

Email: chatgpt@gmail.com

Twitter: @chatgpt

—chatGPT’s responses were prompted using the questions you hear in the episode fed into the OpenAI playground https://platform.openai.com/playground

—The avatar was created using midjourney https://midjourney.com/

—Videos were created with D-ID https://www.d-id.com/

—Incredibly easy to make

The one with the housekeepers' customer insight - Mike Kuenne S2E102

Tue, 31 Jan 2023 02:00:00 -0600

🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?...

🤔Why does experience matter if it's "just a product"

💎A brand's place on the luxury spectrum

🧹Who has the best customer insight at a hotel?

👉The impact of expectations on experience

👣No substitute for feet on the ground

🏕️Tell stories

🥰A heartwarming story of experience delight

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

💭“Your housekeepers, your night porters, your GSRs, your guest service representatives. Those are the people who know what's going on in the hotel. And probably most of all, especially in the extended stay segment, the housekeepers, they are interacting with the guests. They're in the guests' rooms, they truly understand what's going on.” - Mike

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

Kuenne Advisory: kuenneadvisory.com

The one with the swear jar for the word 'survey' - Tanya Fowler S2E101

Tue, 24 Jan 2023 02:00:00 -0600

🎤Get the truth about building a full VOC program in “The one with the swear jar for the word 'survey'”🎧 with Tanya Fowler, Head of Customer Experience for FCT in CX Passport Season 2 Episode 101. What’s in the show?...

🥇Tanya's first 5 minutes hold SO much VOC gold

😍She's got the role ALL of us in Customer Experience want

💡VOC isn't surveys. It's gaining customer insight!

🎯The value and the risk of customer calls

✈️Greece...the ultimate deposit in the travel memory bank

💗A learner's heart

👉Using VOC to build employee engagement

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

💭“I just feel like as soon as employees feel the value that they deliver to the customers day to day, the sky's the limit. Employees will take care of your customers each and every time.” - Tanya

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

LinkedIn: linkedin.com/in/tanya-fowler-ccxp-3b2144a

The one with the Hilton light and warmth of hospitality - Mike Gathright SVP Customer Experience Hilton E100

Tue, 17 Jan 2023 02:00:00 -0600

🎤Celebrate CX Passport’s 100th episode with the brilliant Mike Gathright Senior Vice President, Head of Customer Experience at Hilton in “The one with the Hilton light and warmth of hospitality”🎧What’s in the episode?...

💡Protecting the contact center as a customer insight center created REAL product innovation results

📈Recession solve? - Lean INTO the contact center don't lean away

🎸WAY ahead of the trend for Work From Home

🤗Being WFH doesn't mean employees don't want human interaction. An idea revealed…

🧑‍🍳Choosing to merge digital and human experience…organizationally and functionally

🙌Shout out to Kristiina Laur...for her light and warmth hospitality for Ukrainian refugees

🔮What does 2023 look like for the Hilton Guest Experience?

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

💭“If as a company you're not having a conversation about the data and the insights that come from your contact center, and how they can be a power and a force for your organization…you've got to start there. Because if you're trying to start from a position of, “We're just answering calls” then you're going to be on your heels from the get go.” - Mike

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

Hilton: www.hilton.com

Instagram: @hiltonnewsroom

TikTok: @hilton

LinkedIn: linkedin.com/in/mikegathright

The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E99

Tue, 10 Jan 2023 02:00:00 -0600

🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?...

😬Ummm...flight attendant...have you seen my pants?

🤯Weight checks? Girdle checks?!...at work?!

😋Getting a cooked to order medium rare steak on a flight?

😲You'll be SHOCKED how they handled a cigar on a flight!

💡Flight attendants - "We were some of the first feminists"

😳Steamy thoughts with 007

☝️The one thing you should do to get on a flight attendant's good side

😶What happens on an overnight, stays on an overnight

🤩Beluga caviar from Iran…as an in flight appetizer?!

💭”It's a flight attendant. What can I say, we always find the best places” - Stephanie

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

True Tales book web site: truetalestwa.com

The Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459

The one where Oman is the Switzerland of the Middle East - Codin Caragea E98

Tue, 03 Jan 2023 02:00:00 -0600

🎤CX Passport’s first guest from Oman in “The one where Oman is the Switzerland of the Middle East” with Codin Caragea Chief Manager, Head of Customer Experience at Bank Muscat in Episode 98🎧 What’s in the episode?...

⚡The energy comes from the demographics

🧑‍🍳The daunting AND freeing nature of starting a CX program from scratch

💡Need to understand the type of language a company speaks

📈Business results for Customer Experience

❓The reason behind the Customer Experience energy in the GCC

🥩The joy of a good steak

🙌Value in knowing your VOC complaints

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

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

💭“This whole energy is somehow the foundation…Education is extremely critical here in the region. And they want to bring together all the skills and competencies in order to create a future that has the local flavor, but at the same time, is extremely future oriented.” - Codin

Apple Podcasts: http://bit.ly/applecxpassport

Episode resources:

Codin Caragea LinkedIn: https://www.linkedin.com/in/codin-caragea-aaa3ba1/

2022 First Class Holiday Special - Great Former CX Passport Guests E97

Tue, 27 Dec 2022 02:00:00 -0600

🎤As we close 2022, CX Passport takes a break with the annual tradition of “The One with the 2022 First Class Holiday Special"🎧 Episode 97 (almost to 100!)

Thank you to all of the great guests of 2022 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special?...

Mary Drummond - USA

Gregorio Uglioni - Switzerland

Troy Figgins - USA

Laise Pôrto - Brazil

Aarthi Murali - USA

Georges Essama - Cameroon

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

Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup

Apple Podcasts: http://bit.ly/applecxpassport

The one where remote work is NOT one size fits all - Anne Bibb E96

Tue, 20 Dec 2022 02:00:00 -0600

🎤Talk global work from anywhere “The one where remote work is NOT one size fits all” with Anne Bibb of RemoteEvolution in CX Passport Episode 96🎧 What’s in the episode?...

Not a one time WFH revolution...it's an ongoing evolution

👂Work from Where? - Employees don't want to be told. Employees want to be heard

🤗Going beyond EAP and having a psychologist on staff at the contact center!

💡What does employee experience look like for the REMOTE team?

✈️Do airport sounds and signs support ALL abilities?

👐How remote work affects DEI and communities of people differently

💗Human Experience

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

💭“Before the Pandemic, people really had to fight to actually get to work remotely. It was a different conversation, wasn't it?...When I talked to clients [back then], it was that can't be done. That job can't be done remotely...The Pandemic removed the can't from the vocabulary, because everybody went home.” - Anne

Episode resources:

LinkedIn: www.linkedin.com/in/annebibb

Company: RemoteEvolution.com

Speaking: AnneBibb.com

The one where they sell smiles - April Obersteller E95

Tue, 13 Dec 2022 02:00:00 -0600

🎤True customer love in “The one where they sell smiles” with April Obersteller Director of Global Experience for woom in CX Passport episode 95🎧What’s in the episode?...

👉Even startups need to focus on CX from the beginning

🧑‍🌾When the founder picks up the customer service line while he's mowing the lawn

🤯Wow! Turning off the customer support phone line?!

✌️"I love data and I love humans"

💰Customer Experience creates tangible business result success

💡Go beyond phrases and get REAL about investing in your employees

👰You think your customer is hard? Try having brides as your events customer!

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

💭“It's incredible what happens when you just remind a person…I got you and we're going to figure this out…There's a lot of power that happens in that moment.” - April

Episode resources:

woom web: woombikes.com

Social media: @woombikes on all platforms

April LinkedIn: www.linkedin.com/in/april-obersteller-1104

The one with the war in Ukraine and customer experience - Anastasia Vladychynska E94

Tue, 06 Dec 2022 02:00:00 -0600

🎤Why would anyone care about customer experience during a war?!? Find out in “The one with the war in Ukraine and customer experience” with Anastasia Vladychynska in CX Passport episode 94🎧 What’s in the episode?...

🤔Does Customer Experience matter in the middle of a war?

👉A crisis will expose your company's true values

💪The Ukrainian spirit of resilience

🧱How to "war-proof" your company

😊Taking care of your employees in a war

🤩The food, beauty, culture and dentists(!) of Ukraine

💡"Stop doing CX until you change your company"

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

💭“A company has the clients it deserves” - Anastasia

Episode resources:

Facebook: www.facebook.com/nastya.vladychynska

LinkedIn: www.linkedin.com/in/anastasia-vladychynska-622443a/

YouTube: www.youtube.com/channel/UCXXOYKyGpkngUYvn1hqyXKQ

The one with Customer Experience and the hashtag - Jeremy Watkin E93

Tue, 29 Nov 2022 02:00:00 -0600

🎤Get practical with Voice of the Customer in “The one with Customer Experience and the hashtag” with Jeremy Watkin, Director of Customer Experience and Support at NumberBarn in CX Passport Episode 93🎧What’s in the episode?...

💡Voice of the Customer isn't just for big companies

🎭Improv Inspiration-Don't say "No" to a customer...say "Yes and..."

▶️How to get started with Listen & Act when you're a small company

😑"I can't believe why we even have to talk about what VOC is"

💪VOC is a discipline. You have to choose to do it

🐤A great follow...#CXQOTD CX Question of the Day

✈️Travel...the great CX teacher

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

💭“The balance that I've had to learn, as I move more into CX and out of just customer support is the ability to step back and look for trends…pull threads…How can I plumb our all of our interactions and figure out how often customers are saying it so I can then prioritize?” - Jeremy

Episode resources:

CX Question of the Day Twitter: #CXQOTD

Slack Channel: CX Accelerator

NumberBarn: www.numberbarn.com

Twitter: @jtwatkin

Blog: customerservicelife.com

LinkedIn: www.linkedin.com/in/jtwatkin

The one with the Voice of Service - Craig Stoss E92

Tue, 22 Nov 2022 02:00:00 -0600

🎤Find out what’s beyond Voice of the Customer in “The one with the Voice of Service” with Craig Stoss of PartnerHero in CX Passport episode 92🎧 What’s in the episode?...

🚒You wouldn't use a Chatbot if your house was on fire would you?

😶Word of mouth...doesn't automatically mean there's value in the experience

💾The Commodore 64 makes an appearance!

✅The RIGHT way to set up a customer support function

📣Voice of Service...one step above Voice of Customer

🤟A new breed of BPO

🥰We are ALL customers

💭“It doesn't matter what part of the world in…you are you are consuming in some way. You are a customer and yet we experience that element of being a customer so differently.” - Craig

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

Episode resources:

LinkedIn: linkedin.com/in/cstoss

Craig Twitter: @stossinsupport

Partner Hero Web: partnerhero.com

Partner Hero Twitter: @partnerhero

The one with the Cameroon customer experience evolution - Georges Essama E91

Tue, 15 Nov 2022 02:00:00 -0600

🎤Expand your global perspective in “The one with the Cameroon customer experience evolution” with Georges Essama of Cameroon Telecommunications in CX Passport episode 91🎧 What’s in the episode?...

💪The emerging CX discipline of Cameroon

📈The first CX index for Cameroon

🌍The world's best peppercorn

👉Starting a Customer Experience care as a front line agent

💡Change the change management model

✨Small CX victories influence larger CX initiatives

📖The Bible as a Customer Experience guide

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

💭“Customer Experience is about people's lives” - Georges

Episode resources:

LinkedIn: linkedin.com/in/georgesessama

The one where surfing proves Good CX is Good Business - Tony Sanchez E90

Tue, 08 Nov 2022 02:00:00 -0600

🎤Dude…My mind is blown in “The one where surfing proves Good CX is Good Business” with Tony Sanchez Vice President, Customer Experience at Comcast Advertising in CX Passport episode 90🎧 What’s in the episode?

🤯You MUST listen to Tony tie surfing to business...mind blown

👉Experience as the differentiator...even in industries you wouldn't expect it!

💡Doing Customer Experience before he knew it was CX

💥Real, actionable, winning insight...by BEING with the customer

😋Yum! Mexican-Korean fusion food

✅The business impact...the results...that's what matters

💭“Only bring what's important and will add value” - Tony

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

Episode resources:

Website: effectv.com

The one with a new CX Sheriff in town - Amanda Ono E89

Tue, 01 Nov 2022 02:00:00 -0500

🎤Change is a coming in “The one with a new CX Sheriff in town” with Amanda Ono of Resolver in CX Passport episode 89🎧 What’s in the episode?

👉It's not just steps and processes...change LEADERSHIP matters

🙋‍♀️Am I building this process for me/the business or for the customer?

❓What to do when a customer doesn't know what they want

📢Name the change. Don't hide from it

😊5 months backpacking in SE Asia...A smile and a laugh is universal

🌊How do service teams keep up with rapidly evolving products?

👩‍💼Customers still want a human!

💭“I think you can automate certain things, you can process certain things. But at the end of the day, humans still buy from humans, they still partner with humans.” - Amanda

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

Episode resources:

LinkedIn: www.linkedin.com/in/amandaono

Web: resolver.com

The one where they're curious about CX - Karl Sharicz E88

Tue, 25 Oct 2022 02:00:00 -0500

🎤Get back to the basics of Customer Experience in “The one where they're curious about CX” with Karl Sharicz of HorizonCX in CX Passport Episode 88🎧 What’s in the episode?

👨‍🍳A return to CX fundamentals

🔬So much awareness that CX is bad...but companies are still getting it wrong

🛑Stop using the term call deflection

🔨Equip your front line to do the right thing!

👉Customer Experience leaders are responsible for connecting the dots from CX to $

🎸The Smithereens!

💭“Service is really delivered by frontline people. And I'll say in most cases, even in my experience, when I get to that real person, they want to do a good job. But they may be constrained by whatever systems they have the tools that they have in order to help them be successful.” - Karl

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

Episode resources:

Email: karl@horizoncx.com

Web: horizoncx.com

LinkedIn: linkedin.com/in/karlsharicz

Music Museum of New England: www.mmone.org

The one with the BPO whisperer - Fred Shadding E87

Tue, 18 Oct 2022 02:00:00 -0500

🎤Improve your brand’s customer experience in “The one with the BPO whisperer” with Fred Shadding of The Call Center Source in CX Passport Episode 87🎧 What’s in the episode?...

🎯BPOs that improve Customer Experience, not degrade it

😲~24:30 - A VERY controversial contact center tool: Auto-tune for accents?...what do you think about it?

🔦How do you choose with 1000s of BPOs worldwide?

👉The Front Line...The Front Line...The Front Line!

🤩Morocco y'all! Morocco!

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

💭“South Africa is the offshore market that the US clientele have been waiting on for years.” - Fred

Episode resources:

LinkedIn: www.linkedin.com/in/fredshadding

Email: fred@thecallcentersource.com

Web: www.thecallcentersource.com

The one where Fish And Chips Leads to Customer Success - Ryan Noakes E86

Tue, 11 Oct 2022 02:00:00 -0500

🎤How to do customer success right in “The one where Fish And Chips Leads to Customer Success” with Ryan Noakes Customer Success Manager at SAI360 in CX Passport Episode 86🎧 What’s in the episode?...

💡His top tip

🐟From a fish & chips waiter to customer success

✅Build a relationship...a relationship with your customer

👉Front line. THE front line. The FRONT LINE

🥶A 60 story building under construction, freezing weather, and a 10 second lag time

👨‍🍳MasterChef aspirations!

😐Sharing facts. Meh. Share the struggle!

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

💭“But if your [CSM] team really aren't putting themselves in the customers’ shoes, you're going to struggle to be able to communicate internally, because all you're going to be doing is passing facts between facts.” - Ryan

Episode resources:

LinkedIn: www.linkedin.com/in/ryannoakes-csm

The one where he does B2B Customer Experience Better - Jim Tincher E85

Tue, 04 Oct 2022 02:00:00 -0500

🎤Find out how to do B2B in “The one where he does B2B Customer Experience Better” with Jim Tincher the author of “Do B2B Better” and Founder & CEO of Heart of the Customer in CX Passport episode 85 🎧 What’s in the episode?...

✅Do B2B Better!

🤗Hug your customers

🤯Whaaaaa?! CX leaders who don't talk with customers?!

🎉7 magic words to create impact in your CX initiatives

🏃‍♀️Getting to actionable insights

💡What REALLY matters to the customer

🥰What does Customer Experience look like for a charitable organization?

💭“But very few [CX Leaders] actually talked to a customer recently, which just blew me away. I asked people, “Well, when's the last time you talked to a customer?” “ Well, we did a survey last month.” “No, no, no, no, when's the last time you talked with a customer?” - Jim

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

Episode resources:

LinkedIn: www.linkedin.com/in/jimtincher

“Do B2B Better” Book & Conference: www.dob2bbetter.com

Heart of the Customer: heartofthecustomer.com

The one with neurodiverse, patient and reimagined experiences - Shawn Nason E84

Tue, 27 Sep 2022 02:00:00 -0500

🎤Do you consider neurodiversity when designing experiences? There’s real opportunity in “The one with neurodiverse, patient and reimagined experiences” with Shawn Nason of MOFI in CX Passport episode 84🎧

🎢Dollywood. Yes Dollywood gets experience design for neurodiversity right

💡Reimagine experience ecosystems

🎭Proving how backstage actions impact frontstage customer experiences

⚡Get out there and BE with your guests, your customers, your members

👉👉10:30-15:45 MUST Listen - The magic when experience design considers neurodiversity

Why is Patient Experience so 🤬up?!

✅Action is not about metrics and reporting

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

💭“You are amazed what it does when you don't have the ability to go into a restaurant. Because you don't know how your autistic child is going to behave. Or go on a vacation or go get their haircut. Because it's sensory overload for them, right?...so every place I go now I stop and think not just for him but for the whole neurodiverse community. How is this setup for them?” - Shawn

Episode resources:

LinkedIn: www.linkedin.com/in/nasonshawn

Kiss Your Dragons book: shawnnason.com/kissyourdragons

MOFI: www.mofi.co

The one with amazing fan experience at world famous events - Matt Lynch E83

Tue, 20 Sep 2022 02:00:00 -0500

🎤Get excited about the Euros, the NFL, the MLB in “The one with amazing fan experience at world famous events” with Matt Lynch of MoonShot in CX Passport episode 83🎧 What’s in the episode?...

🤩World Famous Events. World Famous Fan Experiences

💗Focus on purpose not function to create great experience

👉World famous events understand the front line is their brand

😋Jamón, olives and special potato chips

🙌Making it fun for fan experience volunteers

👷‍♀️Not just theory...getting dirty in operations and front line

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

💭“We'd much rather be on the ground, when the tournaments going on or at the Super Bowl, or at the MLB London series, or whatever the event is, and be a part of the volunteer experience or be a part of the frontline experience…Back in Super Bowl 5, in Atlanta, we're on the ground at two o'clock in the morning, usually, Super Bowl Sunday morning, we're the first people there to welcome our first teammates to the stadium. And that's a big deal….When it comes to the staff experience, the frontline teammate experience knowing that yes, we need to be there two o'clock in the morning to say good morning, have a cup of coffee or some doughnuts there for these staff” - Matt

Episode resources:

MoonShot: www.mshot.co

MoonShot LinkedIn: www.linkedin.com/company/moonshotpurpose

The one where he goes from insight to action - Ken Peterson E82

Tue, 13 Sep 2022 02:00:00 -0500

🎤DO something with your Customer Experience in “The one where he goes from insight to action” with ken peterson of QuestionPro in CX Passport episode 82🎧 What’s in the episode?...

👟Beyond the fluffernutter of CX theory to ACTION

🔨No tool is perfect...but tools DO matter

👩‍🔧How to enable the front line through insights

📄What does a GOOD survey look like?

🧮You don't need a statistician to know what customer's think

🙄Longer surveys diminish the customer's trust that you'll do anything with it

🥶Dream Travel - Utqiagvik: The northernmost city in North America

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

💭“It's amazing how often the longer the survey, the less likely [the company will] do anything with it.” - Ken

Episode resources:

Northernmost city in North America: Utqiagvik, Alaska, USA

LinkedIn: www.linkedin.com/in/kenpeterson

Get in touch with Ken: questionpro.com/ken

QuestionPro: questionpro.com

The one with the Co-creation for the Modern Union - Brian Elliott E81

Tue, 06 Sep 2022 02:00:00 -0500

🎤Get hyper-personalized in "The one with the Co-creation for the Modern Union" with Brian Elliott of Wove CX Passport episode 81 🎧 What’s in the episode?...

🥰The Emotional Aha moment- A BEAUTIFUL heartfelt genesis moment for the company

🧠Knowing your customers creates the opportunity

💍Disrupting a hyper-fragmented jewelry industry...

🧱...Especially an industry with huge barriers to entry

⚡How did a couple of Army Rangers get into jewelry?

✅The responsibility when the experience REALLY matters

🎬An intriguing approach to building trust in the experience

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

💭“Each love story deserves a truly one of a kind product, and a one of a kind customer experience to match.” - Brian

Episode resources:

Website: https://www.wovemade.com

Instagram: https://www.instagram.com/wove_made

Facebook: https://www.facebook.com/wovemade/

Company LinkedIn: https://www.linkedin.com/company/wovemade/

Brian LinkedIn: www.linkedin.com/in/briancelliott

The one where Red is the new green of KPIs - Cristina Popa E80

Tue, 30 Aug 2022 02:00:00 -0500

🎤Go beyond the bumper sticker CX in “The one where Red is the new green of KPIs” with Cristina Popa CX Program Manager at Philips in CX Passport episode 80🎧 What’s in the show?...

👩‍🍳How do you blend process & customer experience?

🔁Repeatability of great customer experiences

⛔You don't change culture with a poster on the wall

🏃‍♀️Getting from ivory tower ideas to front line execution

💻Eindhoven as the Silicon Valley of Europe

😋The wonderful blend that is Romanian food

🎬Going beyond just a score. Action is what matters

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

💭“Red is the new green in regards to KPI. So what that means is that if we don't have the courage to recognize where we are performing poorly, then we also cannot improve on it and make it better.” - Cristina

Episode resources:

Cristina Popa: www.linkedin.com/in/cpopa1

The one where they create a customer insights team from scratch - Jared Gebers & Audrey Anderson E79

Tue, 23 Aug 2022 02:00:00 -0500

🎤Learn about the creation and the impact of customer insights in "The one where they create a customer insights team from scratch" with Jared Gebers & Audrey Anderson of Republic Finance in CX Passport episode 79...🎧 What’s in the episode?...

🚽Parking and Potties providing UX wisdom

🔨How to build a CX insights team

💪The power of the customer's "voice" changing internal mindsets

🧐The UX Therapist - Talking about feelings

👉Use their name!

👸The Princess Bride makes an appearance!

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

💭“I always feel like feelings really stick with people. That's the thing that sticks with them the longest. It's not…the button color is important, and how they got to us is important. But if they come to us, and they experience something really delightful, then it sticks” - Audrey

Episode resources:

Website: republicfinance.com

Audrey LinkedIn: www.linkedin.com/in/audrey-anderson

Jared LinkedIn: www.linkedin.com/in/jared-gebers-8362524

The one with the burgers, the mojitos and the airline loyalty - Mark Ross-Smith E78

Tue, 16 Aug 2022 02:00:00 -0500

🎤Airlines, loyalty and good experience? It can happen. Find out in “The one with the burgers, the mojitos and the airline loyalty” with Mark Ross-Smith CEO of Status Match in CX Passport episode 78🎧 What’s in the episode?...

🍜How do Customer Experience and Loyalty blend?

😡If loyalty is so important to airlines, why is the customer experience broken?

🦉Yugen - A key moment in travel customer experience

😍He got to ride in the cockpit y'all!

🍔🍹The two things that determine how great a hotel is

🔧Solving a key pain point for airline loyalty

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

💭“Whereas loyalty programs, especially in the last few years, have really come to the light because of the value that they bring airlines and the cash flow they generate. And what airlines are realizing is there's a link between really a great brand experience, the customer experience that goes with that and profitability out of customers. Funny enough, when people are happy, they spend more. Who would have guessed? ” - Mark

Episode resources:

LinkedIn: www.linkedin.com/in/markrosssmith

Blog: www.traveldatadaily.com

Website: www.statusmatch.com

The one with the BPO Brand Love- Jose Herrera E77

Tue, 09 Aug 2022 02:00:00 -0500

🎤Changing the BPO industry through employee experience and matching agents to brands they love in “The one with the BPO Brand Love” with Jose Herrera Co-Founder & CEO at Hire Horatio CX in CX Passport episode 77 🎧 What’s in the episode?...

🧚‍♀️The disruptor's muse

🔁Lack of consistency taking care of customers

💗Matching BPO contact agents to the brands they love

🤩Focus first on wowing employees

👂A BPO partner as a source of VOC

🌎Building your company in your homeland

😎Why The Dominican Republic is a great place for business

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

💭“We focus first on wowing our employees, because in our experience, making sure that our employees are happy is also good for our customers.” - Jose

Episode resources:

LinkedIn: www.linkedin.com/in/joseherrerap

Email: jose@hirehoratio.com

Website: hirehoratio.com

The one with customer experience for turbulent times - Mary Drumond E76

Tue, 02 Aug 2022 02:00:00 -0500

🎤”The one with customer experience for turbulent times” with Mary Drumond of Worthix in CX Passport Episode 76🎧 What’s in the episode?...

💡Why Customer Experience is so important in turbulent times

💪Impact over frequency

☝The 5 drivers of a purchase decision

🤢Why are so many surveys garbage!

💔Not a fan of "romantic customer experience"

Quit striving for the fancy, special experience...get the 🤬 basics right

🏋️‍♀️If you can lift it, it's time to go heavier

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

💭“What are the aspects of the experiences that they have with your company that are driving them to purchase because the most important moment is the decision to buy…That’s when it comes down to make the customer think yes, this is worth it? Right? Or no, this is not worth it. And in turbulent times, what you have is that decision is that much more precious” - Mary

Episode resources:

LinkedIn: www.linkedin.com/in/marydrumond

Podcast: voicesofcx.com

Company: worthix.com

The One With The Empathy And The Spreadsheet - Vaishali Dialani E75

Tue, 26 Jul 2022 02:00:00 -0500

🎤Work both sides of your CX brain in “The One With The Empathy And The Spreadsheet” Vaishali Dialani Head of Customer Experience at NOW Money CX Passport episode 75🎧 What’s in the episode?...

🧚‍♀️The muse behind her pivot to Customer Experience

🧠The right and left brain of CX

🦉You have to unlearn in order to learn

🚫Avoiding the dumping ground of Customer Experience

🔊Use the Customer's Tone of Voice inside your own company

😲3rd generation Dubai born and raised!

🧼Getting out of the bubble to deliver diverse customer experiences

👍Making customer lives simpler & happier

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

💭“You have to unlearn a lot of things to be able to learn” - Vaishali

Episode resources:

Vaishali Dialani: www.linkedin.com/in/vaishalidialani

Now Money: nowmoney.me

The one with the Happiness of King’s Hawaiian - Troy Figgins E74

Tue, 19 Jul 2022 02:00:00 -0500

🎤Get ready to be hungry in “The one with the Happiness of King’s Hawaiian” with Troy Figgins, Director of Consumer Insights at King’s Hawaiian Bakery🎧 What’s in the show?...

😎From a beach side store to a nationally loved brand - The Spirit of Aloha

🍔SLIDER SUNDAYS!!!

🔍Growth of brand through a maniacal focus on needs of the customer and consumer

😍The audacity of Happiness as a Brand Promise

🏃‍♀️Going from esoteric brand goals to real actions

🎵A hidden karaoke bar in Tokyo

👂Creating, listening to and learning from a consumer community...and then acting on it

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

💭“As a brand, we just, we feel like the world would be a better place, if you will, if more people got together more often with the people they care about, because there's just so much human benefit in getting together with the people you love over food. And we're like, Man, that's a great place for a brand to be like, why not?” - Troy

Episode resources:

Troy Figgins: www.linkedin.com/in/troyfiggins

Troy Figgins Twitter: @troyfiggins

King’s Hawaiian: kingshawaiian.com

SUMMER VACAY RERUN - "The One With The Sunday Sickness Cure" E6

Tue, 12 Jul 2022 02:00:00 -0500

Summer brings out the vacay in this podcast host so I'm bringing out one of the EARLY episodes out of the vault. Enjoy!
Episode 6 of CX Passport brings us Anne Witherspoon whose super power is "Outside In Thinking". While we discuss our shared appreciation of the wisdom of the "philosopher" Matthew McConaughey, Anne also brings us her wisdom around how influential employee experience is to creating great customer experience. How CAN we avoid "Sunday Sickness"? We also talk about companies that fail to consider the CUSTOMER'S experience when designing customer experience. Interesting twist there for sure. Other topics to explore are "psychological safety" at work and getting teenagers out of bed for a hot air balloon ride. Not sure how those exist in the same episode? Take a listen to Episode 6 with Anne Witherspoon.

The one where memories matter - Gus Imhof E72

Tue, 05 Jul 2022 02:00:00 -0500

🎤The experience doesn’t matter?! Interesting. Find out more in “The one where memories matter” CX Passport episode 72 with Gus Imhof 🎧 What’s in the show?...

💡Surveys aren't dead. Bad surveys are dead.

🧠Design your experience for memorability

🤠The family ranch in Brazil!

🐍The risk of survey scope creep

👷‍♀️If you ask, you better DO something about what you learn

⛔Don't force the customer into telling you about something they don't care about

😣Why would you ask for NPS at the DMV?!?!

💭“The reality is…customer experience does nothing for your business. The experience your customer has with your brand does not impact your bottom line. What impacts your future performance is what they remember from those experiences.” - Gus

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Master's Thesis 2019 in the International Journal of Market Research “The Dawn of CX Metrics” journals.sagepub.com/doi/abs/10.1177/1470785319848955

Gus Imhof: www.linkedin.com/in/gustavoimhof

Web site: cxahead.com

The one with the Chief People Officer and the King of CX - Esra Beyzadeoğlu & Buğra Asfuroğlu E71

Tue, 28 Jun 2022 02:00:00 -0500

🎤How do you stay on top in Turkey when your market share is threatened by the world’s largest ecommerce brands? Find out in “The one with the Chief People Officer and the King of CX” with Esra Beyzadeoğlu & Buğra Asfuroğlu of Hepsiburada in CX Passport episode 71 🎧 What’s in the episode?…

💡Nice! The benefit of the Chief People Officer and Leading Customer Experience in one role

✅When the Chairwoman of the company says "The Customer is at the Core"

📲The strength of the Turkish eCommerce culture

🥰How to differentiate when Amazon and Alibaba come to your market

👂Using Voice of the Customer to choose the right initiative

🦈WHAAA?!?!?!? Cage diving with sharks?

💞Unifying customer experience across all of a company's brands

💭“We should always start by looking at the impact of whatever we do to the result of our customer experience and create the training and conduct the transformation programs, putting the customer at the heart of everything.” - Esra

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Hepsiburada: www.hepsiburada.com/

PRIDE Rerun - The one with Return on EQUALITY - Todd Sears E13

Tue, 21 Jun 2022 02:00:00 -0500

In honor of Pride month, CX Passport shares an important rerun...
🎤Truly a DO NOT MISS episode (E13) of CX Passport with @Todd Sears of @OutLeadership "The one with Return on EQUALITY"🎧

🌈Why would HSBC change the lights on their famous Hong Kong building for the first time in 37 years?🏳‍🌈

💥💓At 28:32, your host experiences a massively impactful teachable moment

💰When doing what’s right for society is right for business

🧐”Leveraging difference” as opposed to “managing diversity”

🌍An open VIP invitation to Montenegro

🔜You don’t HAVE to change...but in business, survival is optional

#diversity #equality #pride

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

💭“...describes the concept of leveraging difference versus managing diversity. The idea of managing diversity is that it's a problem to be solved, and it's only focused on those six areas of visible difference. It's just stuck in HR and has no business connectivity versus leveraging difference which is an opportunity, not a problem. You're focusing on all elements of difference, not just inherent diversity, but acquired diversity, cultural fluency, your background, your experience, all the things you as a human bring to an organization, and it's tied to business outcomes.” - Todd

The one with the kryptonite of Voice of the Customer - Lisa Nance E69

Tue, 14 Jun 2022 02:00:00 -0500

🎤Learn what 40 years of customer experience in banking can teach in “The one with the kryptonite of Voice of the Customer” with Lisa Nance in CX Passport episode 69 🎧

🍕What is the BIGGEST disruptor to customer experience overall and banking in general?

👉Before the label of CX...we were still doing customer experience

🤗Hug your haters

🤬What's the Kryptonite of VOC? Asking...but then not acting

🧳Understanding your travelers as inspiration for understanding your banking customers

🧍‍♀️🧍‍♂️🤖You MUST have both human AND tech in your experience

🎧Your front line is one of the BEST sources of Voice of the Customer

💭“You can't deliver great CX if your employees are grumpy” - Lisa

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Lisa Nance: www.linkedin.com/in/lisanance29

The one with the Dashers vs Defenders - Dennis Wakabayashi E68

Tue, 07 Jun 2022 02:00:00 -0500

🎤Want to know how to ADVANCE Customer Experience? Find out in “The one with the Dashers vs Defenders” from Dennis Wakabayashi CX Passport Episode 68🎧

👨‍🏫Adaptive Learning - "Normalize Failure...Normalize Risk"

✨BREAKING NEWS - "CX Undercover" coming out this summer!

😲Get the popcorn ready. We do it. We bring up the CX Influencer Debate

👉It's been true. It is true. It will be true. The front line is the epicenter of customer experience

🍸A Crazy Bar Story in Tokyo

🦺No safety in CX? - Dashers vs Defenders

😵A Siberian Diamond Mine as the dream place to travel next?

👀Head to 25:10 to learn about The Efficiency of CX

💭“Every time you see an influencer, what you're seeing is someone trying to bring their art to business” - Dennis

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

Episode resources:

Twitter @voiceofCX

Insta - @WhatIsDennisDoing

Dennis: denniswakabayashi.com

Dennis’ Team: teamwakabayashi.com

The Siberian Diamond Mine - Mir Mine: en.wikipedia.org/wiki/Mir_mine

Influencer Management: heartbeat.com

The one with salty client honesty - Michael Hinshaw E67

Tue, 31 May 2022 02:00:00 -0500

🎤Find out what what REALLY motivates a customer experience program in “The one with salty client honesty” with Michael Hinshaw of MCorpCX CX Episode 67 of CX Passport🎧

🌾Trading grain as a career pathway to Customer Experience?

💡Bonus episode insight - free patent process wisdom

👉"Technology won't fix it"

😲Salty client honesty about "that customer centricity thing"

💰Why Incentives and incentives REALLY matter

🚗Why test drives are not encouraged in Kuwait

👀Value comes in 3 primary areas. Focus THERE for CX

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

MCorpCX: www.mcorp.cx

Email Michael: mhinshaw@mcorp.cx

Vacay RERUN - The one with all the gold dust - Gavin Scott E32

Tue, 24 May 2022 02:00:00 -0500

Your travelin' host will be in Costa Rica so I'm offering up a rerun this week with the amazing Gavin Scott. Enjoy!

Get all sorts of Customer Service gold dust from Gavin Scott. Learn about the 5 key areas for delivering great customer service. Gavin, through storytelling and wisdom, shares his gold dust for customer experience and customer service throughout the episode.

Understand why storytelling matters...and how grandads tell great stories!

Why does the “Next Play or Customer Next” attitude help customer service agents succeed?

Do you realize how reffing soccer (or football for my global friends) and customer experience are related?

Hear about an amazing experience at the Ritz Carlton Sharm El Sheikh in Egypt that cemented a lifetime customer.

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Gavin Scott: www.linkedin.com/in/gavinscottltd/

Web: gavinscott.me

Book: Finding Gold Dust: How to Create Exceptional Customer Experiences

Podcast: Customer Service Gold Dust gavinscott.me/podcast/

The one with the digital irrelevance antidote - Howard Tiersky E65

Tue, 17 May 2022 02:00:00 -0500

🎤Get the fix for your Digital Transformation in “The one with the digital irrelevance antidote” with Howard Tiersky CX Passport Episode 65🎧

🤨Does the term "Digital" matter anymore?

💉What is the Irrelevance Antidote?

🥥Why does a beach shack restaurant in Cozumel need to be Digital?

✅The 5 steps to thrive in a digital world?

😖A sad tale of a company with the antidote...but failed to use it

🏌️‍♀️What does a hole in one tell us about Voice of the Customer?

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Winning Digital Customers: The Antidote to Irrelevance: winningdigitalcustomers.com/

Howard Tiersky: www.linkedin.com/in/tiersky

The One Where the Journey is the Truth - Jochem van der Veer E64

Tue, 10 May 2022 02:00:00 -0500

🎤Don't stop believin'🎵🎵🎵 and listen to "The One Where the Journey is the Truth" with Jochem van der Veer in CX Passport episode 64🎧

🧭Not customer centric but Journey Centric

😎How remote life created a family experience in Tulum Mexico

👀Journeys should be managed like products

🎨No end to end journey. It’s a collection of *many* customer journeys

🤗Dad of the year!...This may be the winner to “The one item you won’t leave home without” question.

💪Overcoming resistance to changing journeys

🤩The best work can be done wherever you are

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Jochem van der Veer: www.linkedin.com/in/jochemvanderveer/

TheyDo: www.theydo.io/

The one where she transforms lives…one customer at a time - Desirree Madison Biggs E63

Tue, 03 May 2022 02:00:00 -0500

🎤Head to Hawai’i to learn about CX, Coaching, Airbnb…and dial-up(!) in “The one where she transforms lives…one customer at a time” Desirree Madison Biggs CX Passport Episode 63🎧

✅Where do you start a CX program? "Start where you can!"

😍Living on the beach in Hawaii

👩‍🍳The CX career Recipe - Fixing Things, Passion and Risk Taking

🙋‍♀️What it's like to drive CX at Airbnb

💡Do you want customer insight? "Go make friends with the support organization"

👂Ever wonder what stories customer support hears at Airbnb?

🤩The one most memorable Airbnb experience - Sonoma. Wow...people live like this?!

💗How does a coaching practice and customer experience relate to each other?

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Desirree Madison-Biggs: www.linkedin.com/in/feedbackdiva/

The one with the 3 P’s of CX - Laise Porto E62

Tue, 26 Apr 2022 02:00:00 -0500

🎤Discover why Customer Experience REALLY matters in Brazil in "The one with the 3 P’s of CX" episode 62 with Laise Porto🎧

🌎How CX has changed in Brazil and Latin America

😎You're gonna want to go to Bahia after this episode!

👀Experience matters. Experience REALLY matters in Brazil.

💰"CX Marketing" works in Brazil

🍣The sushi culture is STRONG in Brazil

😍Simple empathy on an airline going viral

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Laise Pôrto: www.linkedin.com/in/laiseporto/

CX Conversations: www.cx-centric.com/events

The one with CSX (Customer SERVICE Experience) - Alex Mead E61

Tue, 19 Apr 2022 02:00:00 -0500

🎤If Customer Experience is so broken, what’s the one thing to fix it? Find out in “The one with CSX (Customer SERVICE Experience)” with Alex Mead in CX Passport episode 61🎧

😣What's wrong with customer experience today?

☝What’s the 1 thing to fix it?

🧵Two main threads of Customer Experience

🤬Customer SERVICE Experience (CSX) is still so broken

😲Fixing parcel delivery when 1 in 5 deliveries (20%!) resulted in a phone call

🚚Living the employee's experience to understand customer experience

👀SHOW leaders the actual customer experience

🌍The evolution of customer experience across 30+ countries

😎Ah...Grand Cayman

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Alex Mead: www.linkedin.com/in/alexmead/

The one with the in-flight entertainment - Corinne Streichert E60

Tue, 12 Apr 2022 02:00:00 -0500

🎤Open that tray table, buckle that seat belt and watch a show in “The one with the in-flight entertainment” CX Passport E60 with Corinne Streichert🎧

📺Starting an in-flight entertainment career

💰Customer Experience as a product

🧳Working for an airline...Vegas for the weekend...from Australia?!

🤗Customer Service as an empathetic career builder

💻BYOD...will seat back entertainment go away?

🎬How do airlines choose content for in-flight entertainment

🧭Arrive at airport. Look at board. Choose where to go. Fun!

👉Considering accessibility and global diversity with in-flight entertainment

💭“You've got to know your customer. I think you have to build a product. You're not building it for yourself. You're not building it for your leadership. You're building it for your customers.” - Corinne

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

IFECtiv: www.ifectiv.aero

Corinne Streichert: www.linkedin.com/in/corinnestreichert

"The one with the 1% Diamond Insight" - Gürol Kurt E59

Tue, 05 Apr 2022 02:00:00 -0500

🎤Head to Turkey for some wise insight in “The one with the 1% Diamond Insight” CX Passport E59 Gürol Kurt🎧

👉Don't focus on NPS. focus on experience

🌍Variance in NPS scores across geographies

💁‍♂️Retail Self service appetite vs desire for assistance across the globe

☕Urban vs rural approach to Customer Experience in Turkey

🔧Don't worry about the score. Close the loop!

✌Being a global tourist is one of the most important paths to peace

🤩What it's like to live in Turkey, one of the most sought after tourist destinations in the world

👂How to hear customers' voices BEYOND the survey

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Website: alternacx.com/

“The one with the CX Goalkeeper” - Gregorio Uglioni E58

Tue, 29 Mar 2022 02:00:00 -0500

🎤Find out how the “beautiful game” and Customer Experience go hand in hand in “The one with the CX Goalkeeper” CX Passport E58 Gregorio Uglioni🎧

⚽How does football (soccer) explain customer experience?

🤝It's not about B2B or B2C...it's H2H

🤩Mauritius. Hawaii. Need I say more?

🥅All players have the same goal...scoring a goal...even if not every player actually scores it

🤣Lies our parents tell us - Green Spaghetti

✅What does REAL "Transformation" look like?

👂GO. SIT. LISTEN. Get next to your front line

🔨Fix the basics. Then think about the WOW experiences

💭“ I think quite a lot of businesses are dreaming of having customers like fans.” - Gregorio

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

LinkedIn: www.linkedin.com/in/gregorio-uglioni/

Website: www.cxgoalkeeper.com

CX Goalkeeper Podcast: www.cxgoalkeeper.com/podcast

"The one with the Minister of Happiness” - Faran Niaz E57

Tue, 22 Mar 2022 02:00:00 -0500

🎤Imagine what #CX would look like if a country had a Minister of Happiness? Hear about that happening in the UAE in “The one with the Minister of Happiness” with Faran Niaz in CX Passport episode 57🎧

😲Imagine the leader of the country live tweeting their post office experience...and forcing CX change!

📈Taking a bank from the bottom to the top of CX

👂Talk with...and LISTEN TO...your front line! (without the supervisors)

🔧Operational back end must be in sync with front end CX promises

🎉Global Employee Experience differences matter - That San Antonio celebration may not play as well in Eastern Europe

🧳Traveling to the Shire

📸Faran's photography exhibited around the world!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Faran Niaz: www.linkedin.com/in/farann/

“The one with #SheDrives, Chip Shortages and STUNNING Personalization” Hussein Dajani E56

Tue, 15 Mar 2022 02:00:00 -0500

🎤A return to the Middle East with fascinating stories “The one with #SheDrives, Chip Shortages and STUNNING Personalization” in CX Passport E56 with Hussein Dajani 🎧

🏃‍♀️From royal decree to #SheDrives in 39 minutes!

🤗Call it HUMAN Experience

🙋‍♀️#SheDrives...the car, the family, the business...

💻How the chip shortage affects CX

🍕A pizza tracker for your car order!

✨AMAZING personalization at the Ritz Carlton Abu Dhabi. Stunning! I'm floored!!!

👉Want great CX...involve your Front Line!

💭“We're not just after just a financial transaction...we're after winning the hearts and the minds of people rather than just winning a share of their pockets” - Hussein

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Hussein Dajanii: www.linkedin.com/in/hdajani/

Hussein’s Channel: www.youtube.com/husseinmdajani

RERUN "The one with the CX controversy" - Nic Zeisler E19

Tue, 08 Mar 2022 02:00:00 -0600

CX Passport is on Spring Break and heading to the mountains for a little skiing (actually snowboarding for the first time this year!) So to take a little break, I'm going to replay episode 19 with Nic Zeisler...the guest who definitely spends the most time in the mountains as compared to all my other guests.
Enjoy...and CX Passport will be back next week!

Oroginal show notes below

Episode S1E19 welcomes Nic Zeisler of Zeisler Consulting http://zeislerconsulting.com/ and he’ll hit the controversy horn right off the top of the show.
Find out why he’s telling companies they’re too focused on ROI. Nic challenges us to consider WHY we start customer experience work at all. Are we motivated for the right reasons?

Nic tells why companies should stop trying to be Zappos...just be better than the DMV. We’ll talk about skiing in New Zealand and why it was important for both of us to make sure we flew on the 747 before she retires.

He’s also the first guest that brought his own drink to the show’s First Class lounge. #respect

Hosted by Rick Denton, CX Passport, guides you through a conversation on customer experience and travel.

"The one where she designs experiences at Cirque du Soleil…and beyond!" - Carolene Méli E54

Tue, 01 Mar 2022 02:00:00 -0600

Working in 17 countries! Designing experiences for Cirque du Soleil!

More passports than one person can keep up with!

🎤Learn about the globally nomadic life in “The one where she designs experiences at Cirque du Soleil…and beyond!” with Carolene Méli in CX Passport episode 54🎧

🌊“Experiences are the Currents of Life"

🌍Living the global nomadic life

🔧Creative Experience design AND operational design create great experiences for every customer every time

🛂How many passports can one person have?!

👩‍🎨Working the front lines as the foundation for experience design

🤹‍♀️Balancing operational excellence with culturally unique experiences in 17 countries

😋How would YOU determine what Russian concession food should be?

🍁"Oh yeah, I AM Canadian!" So many citizenships that it's hard to keep up with them all!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Carolene Méli: www.linkedin.com/in/carolenemeli/

Website: carolenemeli.com/

The Experience Creators Podcast:

Apple: apple.co/3HnUu49

Spotify: spoti.fi/3kIKQzg

"The one with sake, churrascarias, CX controversies and 4 steps to CX glory" - Jimmy Hosang E53

Tue, 22 Feb 2022 02:00:00 -0600

🎤Come for the food & travel, stay for the customer experience wisdom in "The one with sake, churrascarias, CX controversies and 4 steps to CX glory" with Jimmy Hosang of The Modular Analytics company in CX Passport E53🎧

🎭Another CX career launched from a performing arts background!

🔊4 steps to insights and actions from the customer's ACTUAL voice

😱Controversy alert!...Views on scripts in contact centers

🎵What do Bono and the Edge have to do with contact centers?

🤖ALEXA! - The voice experience bringing humanity to automation?

🍣🍶A lost day...and night...in the food scene in Japan

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Jimmy Hosang: www.linkedin.com/in/jimmy-is-analytics/

The Modular Analytics Company: www.tmac.ai/

“The one with Human to Human banking” - Aarthi Murali E52

Tue, 15 Feb 2022 02:00:00 -0600

🎤Don’t just talk customer centricity…DO IT in “The one with Human to Human banking” episode 52 with Aarthi Murali of M&T Bank🎧

🥰Humans serving humans

✅How can you get CX "Front to Back" in your company

😲Muscat, Oman y'all! Oman!

🛒Becoming the Wegmans of Banking

🧐How do you deliver community-based CX...at scale?

🤘Nic Z...your fave topic makes an appearance!

🦉Your customers don't compare you to your industry...they compare you to ALL of their experiences

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Aarthi Murali: www.linkedin.com/in/aarthi-murali-0a6b90/

M&T Bank: www3.mtb.com/

"The one with the Dark Side of CX" - Mike Bartlett E51

Tue, 08 Feb 2022 02:00:00 -0600

🎤Discover the winning patterns of customer experience in “The one with the Dark Side of CX” CX Passport episode 51 with Mike Bartlett 🎧

♟Linking chess and Customer Experience

🧦Humans are pattern matching machines

📕Michael's new book "The Dark Side of CX"

🧠What is the psychology of a bad experience?

✅Two Customer experience friction sources: Goal & Social

🧭Traveling the tranquil Kent Downs

🏫Customer experience and school districts?

👩‍🎨Story telling and survival of the species

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Mike Bartlett: www.linkedin.com/in/michaelbartlettccxp/

The Dark Side of CX - Available for purchase on Amazon

"The one with the Customer Experience Field Manual” - Jeff Sheehan E50

Tue, 01 Feb 2022 02:00:00 -0600

Want to know how to ACTUALLY create a customer experience program? Trying to get out of the theory and into actual practical steps? Maybe a field manual?

🎤So…At Ease! Hit download, leave a review and have a listen to “The one with the Customer Experience Field Manual” in CX Passport episode 50(!) with Jeff Sheehan🎧

📚A DIFFERENT type of CX book

📅Getting CX right in the new year

💪Why Feb 13th is my favorite gym day of the year

💖Stories = Sustaining

🚁He flew military helicopters all over the world!

🔨🔧VOC = Listen, Learn, Act ("Kidneys & Corneas")

🍺Raising a Guinness pint with William Dafoe in Thailand

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Jeff Sheehan: www.linkedin.com/in/jeffsheehancxbuilder/

Jeff’s Book “Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program”: https://amzn.to/3IwRcLT

"The one with a ‘More Than Perfect’ cruise experience” - Paul Rutter E49

Tue, 25 Jan 2022 02:00:00 -0600

🎤Discover the CX of the Seas in “The one with a ‘More Than Perfect’ cruise experience” with Paul Rutter in CX Passport episode 49🎧

🚢The number 1 CX lesson learned from a career at sea

🐶How a dog called Fraulein got Paul into the cruise industry

🤑Loyalty so strong that customers book the next trip BEFORE the current trip is over

🙈Oh...you'll hear about clothing optional cruises too

🤯Try delivering great customer experience when you LIVE with your customers

😲Try delivering great customer experience when you live with your CO-WORKERS

🌏A global cast of employees delivering experiences for a global passenger set

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Paul Rutter: www.linkedin.com/in/parutter/

Website: www.paulrutterspeaks.com

Books:

“You Can't Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea”

“Repeat Business Inc: The Business of Staying in Business

"The one where Pest Control Saves Lives" Matt Beckwith E48

Tue, 18 Jan 2022 02:00:00 -0600

🎤Get amazingly emotional in “The one where Pest Control Saves Lives” with Matt Beckwith in CX Passport episode 48🎧

🥰You MUST listen to the last story. Amazingly emotional story of impact

🤗Contact centers going beyond just call deflection

🏡Why Home Services is one of the most intimate CX industries

📚Be the chief storyteller

🧙‍♂️Don't be limited by (aka fooled by) generational stereotypes & urban legends

🤔Do customers prefer digital or did we make it too hard for them to call a human?

🔎Travel teaches you to look beyond what's in the foreground and observe the full local experience

😲Knowing your customer saved a life!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Website: www.contactcentergeek.com and www.mattbeckwith.com

LinkedIn: www.linkedin.com/in/matthewbeckwith/

Twitter: @mattbikewith

"The one where Design Thinking unlocks the creativity of your childhood" - Seda Alpkaya E47

Tue, 11 Jan 2022 02:00:00 -0600

🎤Join me in Turkey in "The one where Design Thinking unlocks the creativity of your childhood" with Seda Alpkaya on CX Passport episode 47🎧

🎨Unlock the creativity of your childhood

🌍Differences in CX across Turkey, UK and the globe

👩‍🍳The recipe of Design Thinking and Customer Experience

🔨Tactical toolsets and activities to start design thinking

🤩Travel to Albania & Cuba!

😋"Just about anything fried is good"

✅How do you know if your company is culturally ready to do REAL design thinking?

👏Turkish companies delivering outstanding Customer Experience

🧠Design thinking vs regular ol brainstorming

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Seda Alpkaya: https://www.linkedin.com/in/seda-alpkaya/

VOXAL Consulting: https://www.voxal.co.uk/

"The one with igniting passion for Customer Experience in the Arab region" - Olga Budieri E46

Tue, 04 Jan 2022 02:00:00 -0600

🎤CX Passport episode starts 2022 off with a trip to Jordan(!) in "The one with igniting passion for Customer Experience in the Arab region" with Olga Budieri🎧

🤸‍♀️More than CX...architect HUMAN experiences

🌍 GLOCAL…Front line matters…especially a GLOBAL front line...UAE, KSA, Australia and beyond

🙋‍♀️What is Voice of the Business?

📈With MILLION of packages...successful CX must be scalable...so how?

🦉Presenting solutions up front by predicting customer concern BEFORE customer contact

🧳I love it when a guest answers "Which one?" when I ask about their trip to Dubai.

📱Difference of digital around across the globe

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Olga Budieri: www.linkedin.com/in/olgabudieri/

"The one with the Holiday First Class Lounge Collection (Part 2)" - Various E45

Tue, 28 Dec 2021 02:00:00 -0600

🎤 “The one with the Holiday First Class Lounge Collection (Part 2)”🎧 CX Passport. Still on a holiday break but hope you enjoy this compilation of First Class Lounge snippets.

Thank you to all the listeners and supporters of CX Passport. Thank you for your input and your reviews. I hope everyone has a wonderful close to 2021 and Happy New Year!

Enjoy this compilation of great First Class Lounge visits with Santhakumaran Atmalingam, Brooke Bayer, Sebastien Munar, Gavin Scott, Shep Hyken, Jo Boswell…and the only person who brought his own drink to the First Class lounge…Nic Z.

For those just getting started…have a listen to this holiday treat but then peruse the back catalog. Subscribe, download, tell a friend and leave a review…as that’s the best way to share CX Passport.

"The one with the Holiday First Class Lounge Collection (Part 1)" - Various E44

Tue, 21 Dec 2021 02:00:00 -0600

🎤 “The one with the Holiday First Class Lounge Collection (Part 1)”🎧 CX Passport takes a break but wouldn’t leave you without an episode.

Enjoy this compilation of great First Class Lounge visits with Sharon Boyd, Todd Sears, Julie Cockerill, Erik Lautier, Katie Stabler & Katie Miller

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

"The one with First, Better or Different" - Mike Verret E43

Tue, 14 Dec 2021 02:00:00 -0600

📢Mike Verret gets to the root of personal and brand messaging and how that influences overall customer experience.

💪Be First, Better or Different

🐴Eeyore and 🤖Optimus Prime are the same voice?!?!?

🏈How are an American football lineman and great CX so similar?

🌏Traveling with Hasbro across the globe!

💡Highlight the problem you solve before describing the solution

100% of it is important to you…but only 3-5% of that is important to your customer audience

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

💭“Your business and the way you think about it is not the way your audience is going to be thinking. So think of it as 100% of what's important to you…3 to 5% of that are important to your audience. ” - Mike

“The one where CX is Yoga” - Jay Thattai E42

Tue, 07 Dec 2021 02:00:00 -0600

🎤“The one where CX is Yoga” Twist your mind instead of your body today and grab today’s CX Passport episode 42 with the excellent Jay Thattai🎧

🧘‍♀️3 Stages of Yoga = 3 Stages of Customers

🏋️‍♂️Neither CX nor 6 pack abs happen overnight

😲You'll be stunned by this trip to Thailand (Chaing Mai)

💞The "Soulful" nature of reviews

🔨The #1 tool for customer experience...it's NOT what you think

🐼Kung Fu Panda makes an appearance!

🏪Buy from your own store

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Jay Thattai: www.linkedin.com/in/jay-thattai-8a30825/

"The one with VOC...Voice of the Candidate" John Bradley E41

Tue, 30 Nov 2021 02:00:00 -0600

When we think of VOC, we often think of Voice of the Customer. But when you talk with talent acquisition leaders, it means something completely different. Learn all about Candidate Experience and Voice or the Candidate from John Bradley of Albertsons.

💡Nobody even said "Candidate Experience" 10 years ago

🤷‍♂️Why does Candidate Experience matter?

🎵The Zune...yes the ZUNE makes an appearance!

😣How does an ATS make a candidate feel?

🛒Find out why John was destined to work in the grocery industry

👩‍💼Don't forget Hiring Manager experience

👻No ghosting. Keep 'em informed.

📈Better business thru VOC...not customer...Voice of the Candidate

🚢Cruising at the Chef's Table

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

John Bradley: www.linkedin.com/in/johnbradleyiii

Albertsons: www.albertsons.com

Albertsons Careers:www.albertsonscompanies.com/careers/en/our-companies/albertsons.html

"The one where there is no one ideal customer" Elaine Lee E40

Tue, 23 Nov 2021 02:00:00 -0600

When you’ve been a part of the CX community for decades, you know what matters most. Today’s guest, Elaine Lee, shares her thoughts on how to really understand your customer. Stop treating them like averages, or ideal customers, and instead get to really know your customer.

👨‍🔬Don't average your customer out into an amorphous blob

🗣TALK to your customer...no really TALK to your customer

📞Contact centers are undervalued

🙉There's no hiding from the customer when you listen to them

👂The value of call listening sessions

🙅‍♀️There is NO such thing as an ideal customer

🎨Design a VOC program where a customer WANTS to give you their voice

🛴Be a traveler in your own city

🏡Staying with families on a trip Cuba

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Elaine Lee: www.linkedin.com/in/elaine-lee-8080742

Website: www.reynoldsbusbylee.com

"The one where we Start Reverse" Andre Wiringa E39

Tue, 16 Nov 2021 02:00:00 -0600

What if you turned experience, leadership, talent upside down? Find out the greatness that creates in today’s episode with Andre Wiringa of Start Reverse.

🔀What does Start Reverse mean?

🧑We're bringing human back. Yeah!

🥰Dunes. Wandering. National Forests. REAL emotions of laugher and tears. THIS is the way to do a leadership retreat!

😲🤩🛬 Private jet landing on the beach in Australia

🤗Leadership that lets people be themselves

🎭👩‍🎤👨‍🎤Casting - A NOVEL way of talent acquisition

🧳Travel changes your approach to CX

🔻Invert the org chart

⚽Words have impact Supervisors will supervise but coaches will coach

🤝When delivery and consumption of experience happen at the same time

🥶North Pole dreaming

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Andre Wiringa: www.linkedin.com/in/andrewiringa

Start Reverse: startreverse.com

"The one with the Mad Max world of travel today" Mindy Lentz E38

Tue, 09 Nov 2021 02:00:00 -0600

Contact center agents, especially those in hospitality, are on the front lines of the Max Mad world of travel we live in today. How can we help those agents? Find out from Mindy Lentz, Director of Customer Care at Hilton, in today’s episode.

🙄🤬🙄The plague of Adult Temper Tantrums

🦸‍♀️How to be the superhero that saves their day

😍🧳Hiring passion for what your brand offers

😲🤑A FANTASTIC employee discount program

🤗😣Solving for "Service Fatigue"

🚗🔥The Mad Max of Travel today

👻Fave Ghost tours!

💞Keeping remote agents engaged -Not how are you but how ARE you

🦈Is that a shark?!?!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Mindy Lentz: www.linkedin.com/in/malindalentz

Hilton: www.hilton.com

Hilton Careers: jobs.hilton.com

"The one with People Dependent Return on Investment" Cristina Herrera E37

Tue, 02 Nov 2021 02:00:00 -0500

We continue to live in a world of change. It was there before. It is here now. It will be there in the future.

So if that’s the case, why do companies get change wrong so often? Today’s guest, Cristina Herrera is on a mission to change that by bringing people-driven change management to businesses worldwide.

Cristina cuts the BS of business and gets companies to get right to the heart of the people.

She explains how yesterday’s perks are today’s norm and how to have a real human conversation with your employees.

How can you best adapt your change program to the cultural differences across the globe? Cristina tells us how.

Find out how a 3 month backpacking trip in Asia shaped Cristina’s approach to change management. Want to know why cheese creates a best friendship between host and guest? Have a listen to find out!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Cristina Herrera: www.linkedin.com/in/misscristinaherrera

Website: www.cristinaherreraconsulting.com

"The one where we go (back!) to the movies! Yay!" Todd Weishaar E36

Tue, 26 Oct 2021 02:00:00 -0500

Find out how on earth the movie theater industry not only stayed alive but has found a way to innovate and rise like the phoenix in this episode with Todd Weishaar, Director Of Continuous Improvement at Cinemark.

Learn how they took care of the customer before the customer knew they needed that care.

Experience how on one day it was normal operations and became fully closed the next.

And folks...what on earth do you do with all that popcorn when you’re shut down?!?!

Voice of the customer is a major blockbuster inspiring innovations like a private watch party. But this wasn’t the customer asking for it. Learn how Cinemark discovered this customer need without a customer ever saying a word.

Get a taste of Bamberg Germany as well hearing about Todd’s experience living there.

Hosted by “I believe the best meals are served outside and require a passport” Rick Denton...CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Todd Weishaar: www.linkedin.com/in/todd-weishaar-636b171/

Cinemark: www.cinemark.com/

"The one where BPOs are true partners" John Billings E35

Tue, 19 Oct 2021 02:00:00 -0500

Talk brand and BPOs with John Billings Senior Director, Global Workforce and Vendor Management at Hilton. As John has been on both the BPO side and the brand side, he has a unique perspective on the Brand/BPO relationship.

And it’s exactly that...he sees it as a relationship, a partnership, a unified delivery of customer experience and brand experience, not just a vendor/customer relationship.

We’ve all heard about BPOs but how do you know if you need one and how do you go about getting one?

Why, if you’re looking to work at a BPO, would you want to actively search for a Hilton agent role? (Trust me...it’s a valuable perk!)

Find out about the secret surf town John hopes you never find.

And we all think it would be AWESOME to have a business trip to Jamaica...but what is it really like?

Grab a download, have a listen and leave a review after learning from John’s wisdom.

Hosted by “I believe the best meals are served outside and require a passport” Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

John Billings: www.linkedin.com/in/john-billings-093548/

Hilton: www.hilton.com

"The one with a seamless customer journey" Ido Bernstein-HaCohen E34

Tue, 12 Oct 2021 02:00:00 -0500

We are all so tired of customer service interactions that feel like we’re starting over each time we interact with a company. Today’s guest, Ido Bornstein-HaCohen is on a mission to change that.

What’s one word to describe 20+ years of customer engagement changes? Find out in this episode.

Create those seamless cross-channel interactions. Learn how to design a proactive approach to customer engagement. Stop treating each interaction as a new conversation.

Don’t wait for me to ask...tell me my delivery is late. That’s possible and more brands could and should be doing it. Even the 2021 Texas power outage tragedy makes an appearance in how brands, specifically power companies, could improve on how to reach out to customers.

Ido talks to us about his Thailand travel and how he’s seen his kids transform with each trip into more creative, more open, more outgoing young adults.

It’s a great chat with Ido!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Ido Bornstein-HaCohen: www.linkedin.com/in/idohacohen/

Twitter: @idohacohen

Web: www.verint.com

www.conversocial.com

"The one with cool visual merchandising" Daniel Black E33

Tue, 05 Oct 2021 00:00:00 -0500

Customer Experience isn’t just “be nice”. That’s vital but not everything. CX is human, it’s digital, it’s physical.

So what is visual merchandising and how does it impact CX? Find out from Daniel Black of Glass Media.

Learn how brands are using airports as experience drivers and how destination malls are VERY much alive. Discover what makes retail stand out and become something people share with all of their friends.

Hear these wisdom nuggets from Daniel!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Glass Media: www.digitalstorefront.com

"The one with all the gold dust" Gavin Scott E32

Tue, 28 Sep 2021 02:00:00 -0500

Get all sorts of Customer Service gold dust from Gavin Scott. Learn about the 5 key areas for delivering great customer service. Gavin, through storytelling and wisdom, shares his gold dust for customer experience and customer service throughout the episode.

Understand why storytelling matters...and how grandads tell great stories!

Why does the “Next Play or Customer Next” attitude help customer service agents succeed?

Do you realize how reffing soccer (or football for my global friends) and customer experience are related?

Hear about an amazing experience at the Ritz Carlton Sharm El Sheikh in Egypt that cemented a lifetime customer.

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Gavin Scott: www.linkedin.com/in/gavinscottltd/

Web: gavinscott.me

Book: Finding Gold Dust: How to Create Exceptional Customer Experiences

Podcast: Customer Service Gold Dust gavinscott.me/podcast/

"The one with Shep's new book 'I'll Be Back'" Shep Hyken E31

Tue, 21 Sep 2021 02:00:00 -0500

Understand what TRUE customer loyalty looks like AND how to get it from Hall of Fame Speaker, Shep Hyken!

Have a listen as Shep gives us great insights from his new book, “I’ll Be Back: How To Get Customers To Come Back Again And Again” such as

How do you create loyal customers
What is the F-bomb of Customer Service?
Moments of magic, misery...and mediocrity
Creating an "I'll Be Back Culture"
Just as important to avoid "meh" moments
Don't confuse a repeat customer with a loyal customer
Simple doesn't mean easy

And it’s not a CX Passport episode without a little travel, right? Check out Shep’s favorite airport restaurants and listen in as he tells some of his great business travel experiences. Find out why New Zealand is amazing and what is the only bean Shep will eat.

Learn about all that from Shep!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Book Title “I’ll Be Back: How To Get Customers To Come Back Again And Again”

Book Site illbebackbook.com

Shep Hyken www.linkedin.com/in/shephyken/

Web Site hyken.com

"The one with Damian’s great phrases" Damian Miller E30

Tue, 14 Sep 2021 02:00:00 -0500

“Customer experience isn’t just for big companies.” “Don’t just chase a score.” “I like being a tourist but I don’t like tourists.” “Pizza is the stuff of life”.

Those are just a small sample of the Customer Experience and travel wisdom today’s guest, Damian Miller of Intelligent Purpose, brings to the episode.

Want to understand what REAL human centered design requires? How about understanding that the conversation around “Who should own CX” is often just a distraction.

How about getting insight on what it means to get the deep immersion experience of living 9 months in India?

Damian drops those wisdom bombs all throughout the episode.

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Intelligent Purpose: www.intelligentpurpose.com

Damian Miller: www.linkedin.com/in/damianmillerresearch/

damian@intelligentpurpose.com

"The one with a natural curiosity about the world" Tom DeWitt, Ph.D. E29

Tue, 07 Sep 2021 02:00:00 -0500

Traveling to 40 countries including long term living in 4 gives you a perspective on the globe that you can’t get otherwise. How does that perspective influence the approach to customer experience and consumer behavior?

How can we consciously choose to elevate voices in CX that aren’t the same as ours?

How does a woman, a baby, a basket and a cobra play into all of this?!?!

Find out all of this and more in this episode with Tom DeWitt, Ph.D. We’ll get to hear about Dr. DeWitt’s perspective on the globe, how he’s leading the creation of a Masters program in CX at Michigan State University and also hear Tom share some of his greatest and creative travel stories.

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Tom DeWitt, Ph.D.: www.linkedin.com/in/tom-dewitt-ph-d-5076093/

Michigan State University: msu.edu/

"The one with the cultural heartbeat" Clinton Cohen E28

Tue, 31 Aug 2021 02:00:00 -0500

CX Passport heads to the African continent for the first time with Clinton Cohen of iContact.

You’ll hear about how South Africa is exploding as a BPO destination. Learn about how the heart of the people of the South African culture provides a fantastic source of talent.

Get to know about impact sourcing and how the provision of a living wage lifts not just the employee but the overall community.

Let’s not stop there...learn about Plettenberg Bay with leaping whales and beautiful beaches. And find out just what the heck a Boerewors roll is!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Clinton Cohen: www.linkedin.com/in/erinsheehan

iContact: www.icontactbpo.com/

"The one with the iconic American road trip" Alec Dalton E27

Tue, 24 Aug 2021 02:00:00 -0500

A 48 state road trip? What is Showmanship of Customer Experience? How does the hospitality industry continue to deliver great CX in the midst of the whiplash of 2021? And...Chinese Chilean Fusion cuisine? All in one episode?

That’s what happens when you talk with Alec Dalton of Marriott. Coming from an industry that is likely the original source of customer experience delivery, Alec and I talk about all things customer experience...and yeah…travel too!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Alec Dalton: www.linkedin.com/in/alecdalton/

The Uncanny Valley: en.wikipedia.org/wiki/Uncanny_valley

House on the Rocks (Frank Lloyd Wright): www.thehouseontherock.com/

The Experience Economy: en.wikipedia.org/wiki/Experience_Economy

"The one where he creates global retail destinations" Cliff Crosbie E26

Tue, 17 Aug 2021 02:00:00 -0500

Think of a time you’ve been able to work with someone really interesting. No I mean REALLY interesting. Someone who consistently brings a new perspective, a novel way of thinking and a suite of fascinating experiences. Today’s guest, Cliff Crosbie of Emrays, is one of those people for me.

Learn about creating NikeTown and other expressions of global retail at Apple, Nike and Nokia. Cliff will share his leadership with global retail store experiences across physical, human and digital CX. This guy KNOWS his customer experience, especially the retail customer experience.

Enjoy that soothing Scottish voice and accent but know the content will wow you even more.

This doesn’t even begin to mention his other businesses...and the highly intelligent approaches to elements of team culture or truly advanced approaches to video algorithms and several other ventures. Wow!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Cliff Crosbie: https://www.linkedin.com/in/cliff-crosbie-78b787/

EMRAYS: https://emrays.com/

"The one where CX is cultivated" Katie Stabler E25

Tue, 10 Aug 2021 02:00:00 -0500

Great CX isn’t just for hospitality and luxury retail. What about industries where you simply wouldn’t expect it to exist? Why shouldn’t a customer of a non-profit expect a great customer experience? What about the world of debt?

This episode’s guest, Katie Stabler, Founder and Director of Customer Experience at CULTIVATE Customer Experience by Design, IS brave enough and has the drive to ensure that ALL get a great customer experience, regardless of situation.

You know what I say about the best meals? What if I told you Katie has had a chance to prepare her best meals...on Masterchef UK?! We’ll talk about her experiences on the show as well.

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Katie Stabler: www.linkedin.com/in/katie-stabler-ccxp/

Cultivate CX: www.cultivatecustomerexperience.com/

One of Katie’s MasterChef UK Episodes (Season 12 Episode 5): www.bbc.co.uk/programmes/b07561g5

"The one with all the CX leadership skills" Jo Boswell E24

Tue, 03 Aug 2021 02:00:00 -0500

Want to know how to get Customer Experience right? Not just the day to day getting CX right but also making sure significant CX initiatives are actually successful?

Have a listen to today’s CX Passport guest, Jo Boswell, who has a wealth of experience in just that...getting CX right.

After an extensive customer experience career at British Airways, Jo created a CX consulting company, Sentio-B, dedicated to providing the support and encouragement for customer experience leaders that she wished she could have had when she was in the field.

Jo led successful, financially significant CX initiatives for major, complex companies and knows what it takes.

And of COURSE we’ll talk travel.

Learn about all that from Jo!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Jo Boswell: www.linkedin.com/in/jojboswell/

Sentio-B: sentio-b.co.uk/

Top 5 Skills of CX Leaders

Strong Commercial / Business Skills

Influence across the organization

Inspire & Motivate for all levels

Collaboration

Personal Resilience

"The one with The Magic...Really!...The Orlando Magic!" - Katie Miller E23

Tue, 27 Jul 2021 02:00:00 -0500

We just wrapped up an exciting NBA Finals. We saw crowds of fans, both inside and outside the stadiums, all eager to have an amazing experience...and certainly hoping their team wins. Keep that energy alive with today’s CX Passport guest, Katie Miller the Senior Vice President, Premium & Client Services, Fan Experience & Operations of the Orlando Magic

Learn how Katie drives those amazing life moment, fan experiences.

Understand how the team’s location in Orlando influences the Magic’s delivery on fan experience.

Get a clearer picture on how you could start a career in fan experience.

And do fans actually order the healthy options they say they want on team surveys?

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Katie Miller: www.linkedin.com/in/katiestocz/

Orlando Magic: www.nba.com/magic/

"The one about matching hurry with hurry" - Stephen Grygar E22

Tue, 20 Jul 2021 02:00:00 -0500

Business frequently focuses on “Matching hurry with hurry”. Learn what that means from Stephen Grygar, Sr. Director - Strategy, Analytics, & CX at iconic American brand Greyhound.

Understand how to use...or not use...this principle to create CX differentiation.

Get to the heart of simplicity and how that builds the space for employees to make an empathetic connection with their customers.

And if you haven’t been to a beach where the sand feels like flour...you’ll want to after hearing about Stephen’s trip!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Stephen Grygar: www.linkedin.com/in/stephen-grygar-8865624/

Greyhound: www.greyhound.com

“The Ruthless Elimination of Hurry” - johnmarkcomer.com

"The one with unexpected experiences for people" - Brian Campbell & Mike Dzura E21

Tue, 13 Jul 2021 02:00:00 -0500

Show of hands for everyone who opted to start a completely new brand concept in the middle of a pandemic. No? Find out more from Brian Campbell and Mike Dzura, two people who did just that.

Brian is the VP of Culinary and Beverage and Mike is the Director of Marketing at a new concept launched this year: BigShots Golf. Let’s learn how they went about creating a customer centric experience in the midst of all that 2020 brought us.

🤖🧑Blending tech stack with human experience

🤩Unexpected experiences for people

🏌️‍♀️Golf for everyone...no, really...everyone!

🍕Culinary pizza inspiration walking the streets of Rome

💲😋Being paid just to eat in Paris?!?!

👩‍🔬We know we’ve made mistakes. We just don’t know what they are yet.

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Brian Campbell: www.linkedin.com/in/chefbriancampbell

Mike Dzura: www.linkedin.com/in/mike-dzura-1a2b3314

BigShots Golf: www.bigshotsgolf.com

"The one with great Fan Experience" - Erin Swales E20

Tue, 06 Jul 2021 02:00:00 -0500

Want to know how to deliver a great fan experience in sports? Curious how someone can start in that career? What is fan experience?

Get all the info from Erin Swales, Senior Director, Guest Experience at the San Diego Padres.

Have you thought about what all goes into creating a great experience for fans? We think frequently of Customer Experience in travel, or retail or hospitality...but have you thought about how to create a great Guest Experience at a sporting event, across an entire season, across decades of seasons for generations of fans?

Learn about all that from Erin!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Erin Swales: www.linkedin.com/in/erinsheehan

San Diego Padres: www.mlb.com/padres

"The one with the CX controversy" - Nic Zeisler E19

Tue, 29 Jun 2021 02:00:00 -0500

Episode S1E19 welcomes Nic Zeisler of Zeisler Consulting http://zeislerconsulting.com/ and he’ll hit the controversy horn right off the top of the show.
Find out why he’s telling companies they’re too focused on ROI. Nic challenges us to consider WHY we start customer experience work at all. Are we motivated for the right reasons?

He’s also the first guest that brought his own drink to the show’s First Class lounge. #respect

Hosted by Rick Denton, CX Passport, guides you through a conversation on customer experience and travel.

"The one with the Singapore of Africa" - Jonathan Daniels E18

Thu, 24 Jun 2021 02:00:00 -0500

Today’s guest Jonathan Daniels, the founder of CX Centric, brings us a global customer centricity approach to CX. In today’s episode, we get to hear why Jonathan hosts CX Centric conversations in which he purposely choses a global slate of facilitators and participants.

Learn from his 8 CX Centric principles and why strategy is well and good but how you achieve it in reality is what really matters.

And yes...discover why Rwanda is the Singapore of Africa.

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Jonathan Daniels: www.linkedin.com/in/jdaniels-cx

CX Centric: www.cx-centric.com

CX Centric Conversations: www.cx-centric.com/events

CX Centric 8 Principles

Every interaction creates a personal reaction
Customer familiarity breeds alignment
Employees do what is measured, incented and celebrated
Customer data should be exchanged for success and experiences
Adapt quickly around customers and the environment
Proactively plan for both organisational and customer success
Plan for your customers’ current and future needs
Continuously learn and improve

"The one with the CX evolution" - Lorena Kurtjian Hernandez E17

Tue, 22 Jun 2021 02:00:00 -0500

How have airlines changed their approach to customer experience over the last few decades? What’s it like to start a brand new CX team from scratch? Remember filling out paper surveys while you were on the flight...and then having to give it to a flight attendant? Lorena Kurtjian Hernandez brings decades of airline industry experience as she joins us on this CX Passport episode.

Lorena helps us understand how culture influences the CX approach of an organization and how on earth a company as complex as an airline can possibly have a centralized understanding of the entire customer experience.

And yes...with that many years at the airlines, Lorena definitely has some travel experiences to share!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

"The one with EQ" - Julie Cockerill E16

Thu, 17 Jun 2021 02:00:00 -0500

EQ matters. But EQ is poorly understood, especially in the corporate world. CX Passport guest Julie Cockerill shares her depth of knowledge around EQ and why you should care. Julie brings a depth of wisdom on organizational design, development and culture as the “Head Change Maker” of Lemon Co. and lets us gain a dash of that wisdom in today’s episode!

Why do high EQ individuals truly understand their OWN emotions?

How can companies be realistic about the time it takes to make deep org and behavioral changes?

Wait?!? No snakes in New Zealand

Julie hiked Mt Everest Base Camp after a broken ankle?! WOW!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Julie Cockerill: www.linkedin.com/in/juliecockerill

Lemon Co:lemon-co.com.au/

Emotional Circumplex: en.wikipedia.org/wiki/Robert_Plutchik#/media/File:Plutchik-wheel.svg

"The one with #NothingAboutUsWithoutUs" Kate Brouse E15

Tue, 15 Jun 2021 02:00:00 -0500

According to CX Passport E1 S15 guest, Kate Brouse of NTI, the world’s largest minority community isn’t what you’d expect. Expand your understanding of the disability community with a fascinating discussion with Kate. We learn about invisible disabilities and come to the realization that ALL of us are just one bad bike ride away from joining this community.

Through her work with NTI www.ntiathome.org, Kate helps companies match with the disability community, providing opportunities for the employee...and the opportunity to create a much better customer experience for the company.

Kate also explores which travel experiences are doing well supporting this community...and which are falling way short. We also get insight into how fascinating Turkey is as a place to travel...and live!

Additional material recommended by Kate: Getting to Equal www.accenture.com/ie-en/about/inclusion-diversity/culture-equality-research

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

"The one with the Phoenix Sky Harbor Airport" - Misty Cisneros-Contreras E14

Thu, 10 Jun 2021 02:00:00 -0500

When do you say you start your vacation? Is it when you leave your home? Is it when you arrive at your hotel? If you’re flying, is it when you get off the plane? What would it look like if you said, “I start my vacation at the airport”

That’s exactly the mission CX Passport guest, Misty Cisneros-Contreras, seeks to achieve. Serving as the customer service manager for Phoenix Sky Harbor International Airport, Misty and her team work to create “America’s Friendliest Airport”.

Learn about the Grandma test, pet therapy and where to find the best Mexican food. Yum!

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

"The one with Return on EQUALITY" - Todd Sears E13

Tue, 08 Jun 2021 02:00:00 -0500

Why would HSBC change the lights on their famous Hong Kong building for the first time in 37 years?

Todd Sears of Out Leadership drops massive wisdom bombs when describing why a Return on Equality should be the focus of all businesses. 85% of customers will switch away from brands that discriminate against the LBGTQ community. Todd created Out Leadership to drive change by creating the space to have impactful conversations with the leaders of global companies which then drives the ongoing advancement of diversity and inclusion throughout the business world and society in general.

In this episode of CX Passport, we talk about the financial impact of equality and how we can move even further than Diversity & Inclusion and into Belonging.

How does inclusion impact Customer Experience?

And how on earth can someone speak in New York, San Francisco and Amsterdam without ever seeing a hotel room in between?

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Todd Sears: www.linkedin.com/in/toddgsears

Out Leadership: outleadership.com

Ally Up on Out Leadership: outleadership.com/allyup/

"The one where he would walk 500 miles (and did!)" - Will Bachman E12

Thu, 03 Jun 2021 02:00:00 -0500

Starting a business isn’t easy. Starting a business as an independent consultant surprised me by how much goes into creating & running...and growing a successful business. Today’s guest, Will Bachman of Umbrex shows us how a customer-driven approach to helping a community of independent consultants helps bring value to that group and his practice. Will provides practical wisdom around how to get started, how to avoid the generic LinkedIn headline and what a customer-centered approach looks like.

A podcast host himself, Will offers daily wisdom to consultants on “Unleashed” available at all your fave podcast sites. Also, definitely check out Will’s guide to independent consulting (links below).

In addition, Will has, indeed, walked 500 miles(!) along the Camino de Santiago and encourages listeners to make sure they plan and commit to taking their vacations. You’ll learn how supermarkets and bicycles are a way to getting a deeper understanding of the places you travel.

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

Episode resources:

Will Bachman: www.linkedin.com/in/willbachman/

Umbrex: www.umbrex.com

Course for independent consultants: www.umbrex.com/video_course/setting-up-your-firm-course-introduction/

Tim Hughes - “Social Selling: Techniques to Influence Buyers and Changemakers”

Peter Del Tredici - “Wild Urban Plants of the Northeast: A Field Guide”

"The one where CX is the meat of the Marketing sandwich" - Erik Lautier of Erik & Co E11

Tue, 01 Jun 2021 02:00:00 -0500

CX Passport welcomes Erik Lautier of Erik & Co www.erik.co, a seasoned ecommerce and marketing executive AND the creator of a new opera, Hamlet www.hamletopera.com, AND former touring artist with a Disney production AND an TV appearance. Clearly that will bring some interesting Marketing and Customer Experience perspectives!

Find out how CX and Marketing work best together. Understand which parts of a journey can you automate and which need to stay human.

Hear about what it’s like to rent the entire island of Pangkil AND get an understanding of how vodka, pickles and pig fat teach you how to avoid the fear of failure.

Hosted by Rick Denton, CX Passport, guides you through a conversation on customer experience and travel.

"The one with the 'experiencia de cliente'" - Sebastien Munar E10

Tue, 25 May 2021 02:00:00 -0500

¡Vamos Perú!

Let’s head to Perú and talk with Sebastien Munar, CCXP about Customer Experience in South America.

Learn about the evolution of CX in Latin America and how he’s been able to create Customer Experience teams from scratch...even in an environment where the phrase "experiencia cliente" didn’t exist.

Sebastien walks us through examples where customers would pay more than 30% more because they received a better customer experience and what it takes for companies to build that better experience. Spoiler Alert!...It starts with culture.

From a land that has one of the 7 wonders of the world (Machu Pichu), Sebastien also shares with us the other 7 wonders he’s seen and the plans to see the remaining ones.

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

"The one with the customer immersion" - Diane Magers E9

Tue, 18 May 2021 02:00:00 -0500

We get the chance to bask in the presence of CX wisdom on this episode of CX Passport. Diane Magers of Experience Catalysts sits down to talk CX & travel with host, Rick Denton.

Learn why you should focus on MEASURES not METRICS.
Explore a shift BACK to humanity.
Hear how Heather of Southwest Airlines creates customer and employee centered innovation by immersing herself in the actual day to day of a customer. Would you spend hours sitting in airports...on purpose? Heather would!
Oh...let's not forget hiking and wineries in New Zealand.

Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.

"The one with the fingerprints" - Bram De Vos E8

Tue, 11 May 2021 02:00:00 -0500

So what is the myth of customer feedback? Why do we always want to focus on the negative parts of our travel experiences? Why should you focus on the things your customers are NOT saying? How did a local market in Mexico become the source of a lasting memory? What drove KLM to focus on baggage claims?
And...what did Paul Simon say about Fingerprints?
Find out when guest Bram De Vos of Hello Customer joins this episode of CX Passport.
Hosted by Rick Denton, CX Passport guides us through a conversation on customer experience and travel.

"The one with the milkshake for hire" - Dan Balcauski E7

Tue, 04 May 2021 02:00:00 -0500

How are milkshakes, Netflix & Facebook competitors? What is the one big mistake companies make when they think they need to create a Customer Success team? Curious about riding a motorcycle in Vietnam? These and many other questions are answered by Dan Balcauski, this episode's CX Passport guest.
Hosted by Rick Denton, CX Passport guides us through a conversation on customer experience and travel.

"The one with the Sunday sickness cure" - Anne Witherspoon E6

Tue, 27 Apr 2021 02:00:00 -0500

Episode 6 of CX Passport brings us Anne Witherspoon whose super power is "Outside In Thinking". While we discuss our shared appreciation of the wisdom of the "philosopher" Matthew McConaughey, Anne also brings us her wisdom around how influential employee experience is to creating great customer experience. How CAN we avoid "Sunday Sickness"? We also talk about companies that fail to consider the CUSTOMER'S experience when designing customer experience. Interesting twist there for sure. Other topics to explore are "psychological safety" at work and getting teenagers out of bed for a hot air balloon ride. Not sure how those exist in the same episode? Take a listen to Episode 6 with Anne Witherspoon.

"The one with the spiral dynamics" - Josh Ramsey E5

Tue, 20 Apr 2021 02:00:00 -0500

Prepare to have your mind challenged with this episode as Josh Ramsey guests on CX Passport.
-Spiral dynamics as a way to understand employee experience?
-How operating from a place of love, not fear creates innovation?
-It's foolish to separate work and life?!
Josh shares these thoughts and more as we talk about Customer Experience and travel in this episode of CX Passport.

"The one with the candidate experience" - Nima "The Speaker" Khanghahi E4

Tue, 13 Apr 2021 02:00:00 -0500

What if the modernization of one of the oldest industries, Real Estate, were more glacial than expected and the old school lives in parallel with the new world?
How does simplicity and discipline elevate CX?
How can companies use candidate experience to show their commitment to customer experience?
This week's episode explores those areas...and pizza...with Nima "The Speaker" Khanghahi.
Oh...and how was Aruba?!

"The one where retail isn't dead. Boring retail is dead" CX Passport Brooke Bayer E3

Tue, 06 Apr 2021 02:00:00 -0500

Customer Experience is so much more than just optimizing the digital portion or the human to human element. True CX design considers so much more. Today’s episode of CX Passport talks with Brooke Bayer about bringing thoughtful design to customer experience, how retail isn’t dead but boring retail is and why diversity, not just “check-box” diversity but true reflection of the diversity of the customer base is vital to delivering great customer experience. Brooke also shares how immersive travel brings about a deeper understanding of place, time...and yes, food!

"The one with the great CX turnaround" - CX Passport Sharon Boyd E2

Tue, 06 Apr 2021 02:00:00 -0500

A Magic Carpet as a path to optimized travel? An errant Valentine's Day order of grease paper creating the environment for a great Customer Experience? How does a 10p gift unlock great employee experience?
Listen in to this episode with the brilliant guest Sharon Boyd and host Rick Denton talk CX, Celebrations, Customer Relationship Restoration...and of course, travel!

"The one with the ice cream" - Santhakumaran Atmalingam E1

Thu, 18 Mar 2021 16:00:00 -0500