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đLove customer experience and love travel? Youâve found the right podcast, a show about creating great customer experience, with a dash of travel talk. đ¤Each episode, weâll talk with our guests about customer experience, travel, and just like the best journeys, explore new directions we never anticipated. đŹSubscribe here and on YouTube youtube.com/@cxpassportđşď¸CX Passport is a podcast that purposely seeks out global Customer Experience voices to hear what's working well in CX, what are their challenges and to hear their Customer Experience stories. In addition, there's always a dash (or more!) of travel talk in each episode.đ§łHosted by Rick Denton, CX Passport will bring Customer Experience and industry leaders to get their best customer experience insights, stories and hear their tales from the road...whether itâs the one less traveled or the one on everyoneâs summer trip list. Rick serves as the Managing Principal for EX4CX - Execution for Customer Experience and believes the best meals are served outside and require a passport.
If you like CX Passport, I have 3 quick requests:
â Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
â Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.com
â Accelerate business growthđ 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
đąď¸Sign up at www.cxpassport.com and never miss an episodeWant more great Customer Experience? Visit www.ex4cx.com to learn how EX4CX enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. Music: Funk In The Trunk by Shane Ivers
CX Passport is a podcast for customer experience professionals that focuses on the stories, strategies, and solutions needed to create and deliver meaningful customer experiences. It features guests from the world of CX, including executives, consultants, and authors, who discuss their own experiences, tips, and insights. The podcast is designed to help CX professionals learn from each other, stay on top of the latest trends, and develop their own strategies for success.
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đ¤đď¸Let the mouse guide us in âThe one with the Disney Wisdomâ with Francesca Tempestini - Employee Experience Advocate in CX Passport Episode 164đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:58 Becoming aware of the importance of customer experience6:56 Developing a reflex for customer experience10:17 Handling customer concerns at Disneyland Paris16:59 What will CX be like for the Paris 2024 Olympics18:49 1st Class Lounge24:18 Getting started with customer and employee experience26:22 Equipping employees to deliver experience28:35 CX surprises after leaving Disney30:39 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Francesca LinkedIn: https://www.linkedin.com/in/francesca-tempestini-cx/
đ¤đď¸Find customer centricity in âThe one with Customer Trustâ with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:52 Understanding Customer Centricity6:49 The Business Value of Customer Centricity10:42 Consistency and Commitment in Customer Centricity13:31 Building Customer Trust19:05 The Digital Nomad Experience22:49 1st Class Lounge25:58 European Women on Boards (EWOB)29:07 Current Customer Experience Pain Points30:50 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Website: https://www.ileniavidili.com/LinkedIn: https://www.linkedin.com/in/ileniavidili/European Women On Boards (EWOB): https://europeanwomenonboards.eu/
đ¤đď¸Recover your creativity! âThe one with LEGO Serious Playâ with Sirte Pihlaja, CEO and LEGO Serious Play Facilitator in CX Passport Episode 162đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:47 Journalism as a path to customer experience5:48 The importance of creativity as adults10:09 All about LEGO Serious Play15:39 1st Class Lounge23:21 Implementing AI in Customer Experience29:03 State of CX in Finland31:36 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Sirte LinkedIn: https://www.linkedin.com/in/sirte/Sirte Website (Finnish): https://www.shirute.com/Sirte Website (English): https://www.shirute.fi/enCX 5 Book: https://www.shirute.com/cx5-book/CX Play: https://www.cxplay.fi
đ¤đď¸Letâs help our next CX #OpenToWork seeker in âThe one where sheâs feral about supportâ with Ashley Hayslett in CX Passport Episode 161đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:48 Early Experience in Customer Support4:14 The Joy of Helping People with Customer Support7:41 Bridging Gap Between Customer and Business Decisions13:39 Contact Center as a Customer Insights Center15:48 Heartwarming Story of Turning it Around for Customers20:28 1st Class Lounge26:23 Using AI in Customer Experience29:13 Improving Agent Experience31:10 Whatâs Broken in Customer Experience34:04 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/ashley-h-28737710/Website: https://www.prohelpcx.com/
đ¤đď¸Up up and away! âThe one with the people heroesâ with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? Whatâs in the episode?...CHAPTERS0:00 Introduction3:05 Blending Marketing and Experience6:28 Defining Employee Experience8:49 Employee Experience and Tangible Business Value13:50 Employee Expectations and Customer Experience18:26 1st Class Lounge23:03 Employee Concerns about AI26:15 Best examples of Employee and Customer Experience29:37 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportThank 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
âThe one with mental health and CXâ with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:35 Linking Mental Health and Leadership5:25 Mental Health and Customer Experience9:43 Importance of Self Awareness12:27 Hospitality and Customer Experience13:53 Role of Listening and Empathy in Customer Service20:49 1st Class Lounge24:39 Improving Communication and Leadership28:55 Breaking Out of Traditional Mindsets30:37 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Website: https://www.stephaniecoradin.com/LinkedIn: https://www.linkedin.com/in/demboinc/
đ¤đď¸âThe one with where sheâs OG AIâ with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:43 Alyona representing OG of AI5:46 Advancements in AI and Language Models8:16 Thematic origin story - Solving customer problems10:26 Democratization of Insights14:29 Understanding Customer Needs in a Post-Survey World16:34 1st Class Lounge22:32 Influence of travel on CX approach25:07 Addressing Cultural Differences in a Remote Company28:26 Listening to customers in a post-survey world33:20 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/medelyan/Website: https://getthematic.com/
đ¤đď¸ âThe one with outcomes not experiencesâ with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction3:18 CX skepticism in the Boardroom7:35 Which customers should a company care about?11:35 Creating Clarity in Customer Experience12:44 Outcomes or experiences16:18 1st Class Lounge20:18 Operationalizing Customer Revenue & Reputation Growth25:45 Engagement vs Retention31:04 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/jermaineedwards/Website: Jermaineedwards.com
đ¤đď¸Letâs accelerate another #OpenToWork CX Job Seeker Emily Stubbs in âThe one with the customer service Grandma Golden Ruleâ in CX Passport Episode 156đ§Â CHAPTERS0:00 Introduction3:10 Why is CX important to Emily?5:03 Balancing Efficiency and Building Connections6:25 Creating Positive Experiences for Customers8:32 Customer Experience Impact on Business Results9:53 Delivering Personalized Experiences11:47 Avoiding Unintended Brand Promises14:34 1st Class Lounge19:55 Analyze Data - Improve CX23:21 How will Emily help companies with customer experience27:22 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/emily-stubbs-90781b2b/
đ¤đď¸âThe one with the future of Customer Experienceâ with Bill Staikos SVP at Medallia in CX Passport Episode 155 Whatâs in the episode?...CHAPTERS0:00 Introduction6:00 The 4 Personas of a CX leader8:30 Future Thinking in Customer Experience11:00 The promise of Gen AI for customer experience16:15 The evolution of CX as a discipline19:12 Change Management and CXOs20:141st Class Lounge26:02 Driving Change with CX30:32 Advice for CX professionals33:11 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/becustomerled/Be Customer Led podcast: www.becustomerled.com#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice
đ¤đď¸Want REAL customer insight? âThe one with the eyes and ears of your brandâ Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:52 Knowledge to Experience4:51 Empathy in Customer Experience7:18 The Undervalued Front Line9:29 Moving from cost center to revenue generator14:38 Customer stories to drive improvement17:23 1st Class Lounge23:05 Why havenât all companies embraced customer experience25:59 Gorgiasâ approach to customer listening31:04 Balancing policy with human decision33:20 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/milagros-gonzales-520565183/
đ¤đď¸Customer Experience at LinkedIn âThe one with LinkedIn trust & confidenceâ with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction4:04 Customer Experience at LinkedIn9:11 Converting Insights into Action at LinkedIn17:00 Creating a customer-centric culture21:56 Customer Culture Success stories - Cleveland Clinic27:46 1st Class Lounge32:17 Customer Experience driving tangible improvement36:10 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: Sam Stern | LinkedInCX Patterns newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7062857517466316800Â CX Patterns Podcast: (Apple, Spotify)LI Learning course: Customer Experience Strategy: Build A Customer-Centric Culture
đ¤đď¸Once a month CX Passport stops down and amplifies a CX job seeker. Letâs help build a network for Adam Haesler and his #OpenToWork in âThe one where we amplify the CX job seekerâ in CX Passport Episode 152đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction4:17 Adamâs journey into customer experience6:08 Focus on Outcomes over Outputs8:04 Using Scientific Method in CX13:14 Connecting Business Results and Customer Experience14:30 Reducing customer effort in customer service17:37 1st Class Lounge24:00 What Companies are Missing in Customer Experience27:53 Adamâs Next steps in Customer Experience29:22 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/adamhaesler/
đ¤đď¸From CX Reckoning to the CX Procenaissance âThe one with the CX Procenaissanceâ CX Passport tries a solo experience with the host in Episode 151đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:25 The year of CX Reckoning8:07 Procenaissance - Fix Customer Experience in 202410:20 Origin story of Process & CX15:40 $50 Million in increased revenue19:10 Closing and seeking feedbackIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passport
đ¤đď¸The 150th episode! âThe one with the CX teenage yearsâ with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:02 What does successful digital CX look like?5:16 The role of AI in customer experience?13:05 The importance of process in customer experience17:16 How global influences customer experience approach18:53 1st Class Lounge24:43 The teenage years of CX / Customer Experience29:28 Maintaining humanity in CX32:39 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Andrew LinkedIn: https://www.linkedin.com/in/andrew-carothers/
đ¤đď¸Get customers to climb the loyalty ladder âThe one with three customer loyalty tiersâ with Ali Cudby Co-Founder & CEO Alignmint Growth Strategies in CX Passport Episode 149đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:17 The Importance of Customer Loyalty6:02 Loyalty evolution example from New York Times9:50 Three Tiers of Customer Loyalty15:48 Front of House / Back of House - Inspiration from âBearâ19:23 1st Class Lounge24:08 Origin of Alignmint25:08 Balancing numbers and humanity29:51 Process of Writing a Book33:20 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:LinkedIn: https://www.linkedin.com/in/alicudby/Website: https://alignmintforgrowth.com/Book: keepyourcustomersbook.com
đ¤đď¸âThe one with Content, Culture, and CXâ with Paul Banks, Founder & Chief of Different Thinking at Javelin Content Management in the first CX Passport of the year! Episode 148đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction3:32 Helping businesses communicate and create emotional attachments9:15 Content marketing influencing customer experience14:45 Avoid the trap of brands forgetting the humans19:08 Dangers of brand damage from human content mistakes23:10 1st Class Lounge31:00 Why Small Medium Businesses matter?34:45 Serving as a Volunteer Constable for 10 years38:20 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources: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
đ¤As we close 2023, CX Passport takes a break with the annual tradition of âThe One with the 2023 First Class Holiday Special part 2âđ§ Episode 147Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Whoâs on the Holiday Special part 2?...CHAPTERS 0:00 Intro1:08 Phil Davis - Czech Republic5:42 Claire Boscq - UAE11:26 Eli Weiss - USA15:20 Mercer Smith - USA19:21 Vimal Rai - Dubai23:40 Gabriela Amaral - BrazilIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton âI believe the best meals are served outside and require a passportâ
đ¤As we close 2023, CX Passport takes a break with the annual tradition of âThe One with the 2023 First Class Holiday Special part 1âđ§ Episode 146Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Whoâs on the Holiday Special part 1?...CHAPTERS0:00 Intro1:37 Megan Bassler - USA6:18 Tshili 'Chili' Khupe - UK10:31 Jennifer Meunier - Brazil15:11 Tyler Saxey - USA18:32 Sandra Thompson - UK23:08 George Nagatsuka - JapanIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passport
đ¤đď¸Customer Service for one of the worldâs most visible brands âThe one with Spotify Customer Serviceâ with Rajiv Vellodi VP Global Customer Service Spotify in CX Passport Episode 145đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:29 Whatâs Rajivâs top Spotify playlist?3:10 Global Customer Support at Spotify5:20 Blending GE, Hilton, Amazon career experience at Spotify10:36 Managing Global Customer Service for high visibility brand like Spotify15:15 Elevating and celebrating culture18:54 1st Class Lounge24:39 Key factors how Spotify chooses BPO partners31:45 Contact center as customer insight center at Spotify34:56 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton âI believe the best meals are served outside and require a passportâ#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #spotify #process #business #management #travel #bettercustomerservice #shorts
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