Explorez tous les épisodes du podcast CX Passport
| Titre | Date | Durée | |
|---|---|---|---|
| The One Where Everyone Should Have A Podcast - Greg Wasserman E257 | 21 Apr 2026 | 00:32:28 | |
What's on your mind? Let CX Passport know... 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.
CHAPTERS | |||
| The One With the CFO Who Thinks Like a Customer - Mohamed Isa E256 | 07 Apr 2026 | 00:31:40 | |
What's on your mind? Let CX Passport know... 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:
CHAPTERS Guest Links Listen: https://www.cxpassport.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 Simpler CX - Luis Carrillo E247 | 13 Jan 2026 | 00:21:44 | |
What's on your mind? Let CX Passport know... Customer experience doesn’t need to be complicated to work. 5 CX Insights from the Episode • Simpler CX delivers results customers, employees, and leaders can feel CHAPTERS 00:00 Welcome + CX Open To Work Guest Links LinkedIn: https://www.linkedin.com/in/luiscarrillo-21a70520/ Listen: https://www.cxpassport.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 outcomes not experiences - Jermaine Edwards B2B Customer Growth Strategist E157 | 05 Mar 2024 | 00:32:58 | |
What's on your mind? Let CX Passport know... 🎤🎞️ “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 | 27 Feb 2024 | 00:29:25 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 20 Feb 2024 | 00:36:18 | |
What's on your mind? Let CX Passport know... 🎤🎞️“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 | 13 Feb 2024 | 00:35:06 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 06 Feb 2024 | 00:39:05 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 30 Jan 2024 | 00:31:15 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 23 Jan 2024 | 00:22:14 | |
What's on your mind? Let CX Passport know... 🎤🎞️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?... | |||
| The one with the CX teenage years - Andrew Carothers Digital CX Leader Cisco Systems E150 | 16 Jan 2024 | 00:35:14 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 09 Jan 2024 | 00:36:38 | |
What's on your mind? Let CX Passport know... 🎤🎞️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
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 | 02 Jan 2024 | 00:40:58 | |
What's on your mind? Let CX Passport know... 🎤🎞️“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 Slow CX – Sarah Kinard E246 | 06 Jan 2026 | 00:30:26 | |
What's on your mind? Let CX Passport know... 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
CHAPTERS 00:00 Welcome to CX Passport Guest Links: SMPS Foundation - https://www.smps.org/ Listen: https://www.cxpassport.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 the 2023 First Class Holiday Special part 2 - Various CX Passport Guests E147 | 26 Dec 2023 | 00:27:31 | |
What's on your mind? Let CX Passport know... 🎤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 | 19 Dec 2023 | 00:29:08 | |
What's on your mind? Let CX Passport know... 🎤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 | 12 Dec 2023 | 00:38:05 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | |||
| The one with the human experience - NYT Bestseller Joseph Michelli CEO The Michelli Experience E144 | 05 Dec 2023 | 00:32:09 | |
What's on your mind? Let CX Passport know... 🎤🎞️“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
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 | 28 Nov 2023 | 00:37:53 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 21 Nov 2023 | 00:32:51 | |
What's on your mind? Let CX Passport know... 🎤🎞️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?... | |||
| The one with Sun Country Airlines customer service - Jeremy Hyde | Director Customer Support at Sun Country Airlines E141 | 14 Nov 2023 | 00:38:22 | |
What's on your mind? Let CX Passport know... 🎤🎞️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: | |||
| The one with with global reach and local experience - Sarah Baker | Director, Global CX at KFC E140 | 07 Nov 2023 | 00:34:07 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 31 Oct 2023 | 00:35:05 | |
What's on your mind? Let CX Passport know... 🎤🎞️ “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/ | |||
| The one where he's curious...not judgmental - Tim Kyse, VP of Customer Experience at Openly E138 | 24 Oct 2023 | 00:35:25 | |
What's on your mind? Let CX Passport know... 🎤🎞️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
Episode resources: LinkedIn: https://www.linkedin.com/in/tim-kyse | |||
| 2025 1st Class Lounge Holiday Special part 2 – E245 | 30 Dec 2025 | 00:19:03 | |
What's on your mind? Let CX Passport know... 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 Listen: https://www.cxpassport.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 the bot baggage - Rob Dwyer, Vice President Customer Engagement | Happitu E137 | 17 Oct 2023 | 00:36:30 | |
What's on your mind? Let CX Passport know... 🎤🎞️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” 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 | 10 Oct 2023 | 00:34:13 | |
What's on your mind? Let CX Passport know... 🎤🎞️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/ | |||
| The one with the handwritten note - Rick Elmore, CEO Simply Noted - E135 | 03 Oct 2023 | 00:30:26 | |
What's on your mind? Let CX Passport know... 🎤🎞️“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 | 26 Sep 2023 | 00:34:35 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 19 Sep 2023 | 00:27:39 | |
What's on your mind? Let CX Passport know... 🎤🎞️“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: | |||
| The one where he elevates – Wes Dudley, VP Customer Experience at Broad River Retail E132 | 12 Sep 2023 | 00:31:09 | |
What's on your mind? Let CX Passport know... 🎤🎞️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
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 | 05 Sep 2023 | 00:33:28 | |
What's on your mind? Let CX Passport know... 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 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”
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 | 22 Aug 2023 | 00:42:45 | |
What's on your mind? Let CX Passport know... 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 😬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?!
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: 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 | 08 Aug 2023 | 00:37:48 | |
What's on your mind? Let CX Passport know... 🎤🎞️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
Episode resources: Website: www.eievolution.com 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 | 01 Aug 2023 | 00:35:47 | |
What's on your mind? Let CX Passport know... 🎤🎞️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/ | |||
| 2025 1st Class Lounge Holiday Special part 1 – E244 | 23 Dec 2025 | 00:18:54 | |
What's on your mind? Let CX Passport know... 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 Listen: https://www.cxpassport.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 the CX Feng Shui - Claire Boscq, BizShui Creator E127 | 25 Jul 2023 | 00:31:54 | |
What's on your mind? Let CX Passport know... 🎤🎞️“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 | 18 Jul 2023 | 00:31:56 | |
What's on your mind? Let CX Passport know... 🎤🎞️“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: | |||
| The one with marketing malpractice - Alan Hale President Consight Marketing Group E125 | 11 Jul 2023 | 00:30:59 | |
What's on your mind? Let CX Passport know... 🎤🎞️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
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 | 04 Jul 2023 | 00:37:23 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 27 Jun 2023 | 00:32:34 | |
What's on your mind? Let CX Passport know... 🎤🎞️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
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 | 20 Jun 2023 | 00:31:22 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 13 Jun 2023 | 00:35:27 | |
What's on your mind? Let CX Passport know... 🎤🎞️🥼🔬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 | 06 Jun 2023 | 00:31:24 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 | 30 May 2023 | 00:34:50 | |
What's on your mind? Let CX Passport know... 🎤🎞️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
Social media tags: @GaryPudles @answernet Web: www.answernet.com | |||
| The one with Omotenashi - George Nagatsuka - Founder Discover Xciting Japan E118 | 23 May 2023 | 00:33:52 | |
What's on your mind? Let CX Passport know... 🎤🎞️“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 DAF CX – Dr. Liz Okuma E243 | 16 Dec 2025 | 00:31:25 | |
What's on your mind? Let CX Passport know... 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. | |||
| The one with the relational collateral - Phil Davis - Pastor, Faith Community Church (Prague) E117 | 16 May 2023 | 00:36:13 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 Spotify: http://bit.ly/spotifycxpassport YouTube: https://bit.ly/youtubecxpassport Episode resources: Support Faith Community Church https://give.serge.org/donate/phil-and-shanna-davis 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 | 09 May 2023 | 00:32:45 | |
What's on your mind? Let CX Passport know... 🎤🎞️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 Spotify: http://bit.ly/spotifycxpassport YouTube: https://bit.ly/youtubecxpassport 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 | 02 May 2023 | 00:36:04 | |
What's on your mind? Let CX Passport know... 🎤🎞️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
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 | |||