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	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. 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	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: 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. 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 war in Ukraine and CX - Anastasia Vladychynska - Greatest Hits E255	31 Mar 2026	00:33:38
What's on your mind? Let CX Passport know... 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. 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 CX Gold From Startup Hay – Lisa Guzman E254	24 Mar 2026	00:34:55
What's on your mind? Let CX Passport know... 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. 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 Leading Neurodivergence CX – Stine Marsal E253	10 Mar 2026	00:33:15
What's on your mind? Let CX Passport know... 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	03 Mar 2026	00:35:11
What's on your mind? Let CX Passport know... 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	24 Feb 2026	00:31:41
What's on your mind? Let CX Passport know... 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	10 Feb 2026	00:31:25
What's on your mind? Let CX Passport know... 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 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 She Works Past the Metrics – Frances Chapireau E249	03 Feb 2026	00:32:59
What's on your mind? Let CX Passport know... 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. 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 B2B CX – Kári Thor Runarsson E248	27 Jan 2026	00:30:42
What's on your mind? Let CX Passport know... 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. 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. 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	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 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. 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).
	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 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 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).
	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 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 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 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. 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	09 Dec 2025	00:30:14
What's on your mind? Let CX Passport know... 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 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 Where Charging More Grew The Business – Dom Hodgson E241	02 Dec 2025	00:21:54
What's on your mind? Let CX Passport know... 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	25 Nov 2025	00:28:29
What's on your mind? Let CX Passport know... 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/ 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 Science And Imagination Driving Transformation - Trina Di Giusto E239	18 Nov 2025	00:30:12
What's on your mind? Let CX Passport know... 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 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 Pharma CX – Silvi Haldipur E238	11 Nov 2025	00:32:06
What's on your mind? Let CX Passport know... 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 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 Behavior Driven CX - Candy Kothmann E237 Greatest Hits	04 Nov 2025	00:21:54
What's on your mind? Let CX Passport know... 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: ✅ 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 Retention Revelation – Daniel Granja Baltazar E236	28 Oct 2025	00:31:23
What's on your mind? Let CX Passport know... 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 Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Subscribe to the newsletter for CX insights... your weekly excuse to ghost Slack for 10 minutes: 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 Where Construction Becomes CX – Alyssa Staats E235	21 Oct 2025	00:28:13
What's on your mind? Let CX Passport know... 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 Newsletter: https://www.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 Training Clothing - Jannecke Drangert-Hveding E234	14 Oct 2025	00:27:11
What's on your mind? Let CX Passport know... 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 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 Brazilian CX Trust - Cami Ferreira E233	07 Oct 2025	00:30:59
What's on your mind? Let CX Passport know... 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 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 One Where We Hitch Our Wagon – Helge Tennø E232	30 Sep 2025	00:31:10
What's on your mind? Let CX Passport know... 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/ Want more CX Passport?...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 One With the Brussels Sprout Resolve – Mike Kendall E231	16 Sep 2025	00:31:02
What's on your mind? Let CX Passport know... 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/ 🎧 Subscribe at https://cxpassport.com 🎥 Watch at https://www.youtube.com/@CXPassport 📬 Subscribe: 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 One With the Future of Customer Experience - Bill Staikos E230 Greatest Hits	09 Sep 2025	00:36:17
What's on your mind? Let CX Passport know... 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	02 Sep 2025	00:29:42
What's on your mind? Let CX Passport know... 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	26 Aug 2025	00:33:32
What's on your mind? Let CX Passport know... 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	19 Aug 2025	00:29:36
What's on your mind? Let CX Passport know... 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	12 Aug 2025	00:34:42
What's on your mind? Let CX Passport know... 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	05 Aug 2025	00:24:30
What's on your mind? Let CX Passport know... 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	29 Jul 2025	00:37:43
What's on your mind? Let CX Passport know... 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	22 Jul 2025	00:35:29
What's on your mind? Let CX Passport know... 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	15 Jul 2025	00:33:38
What's on your mind? Let CX Passport know... 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	08 Jul 2025	00:30:31
What's on your mind? Let CX Passport know... 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 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 AgileCX - Lauren Feehrer E220 Greatest Hits	01 Jul 2025	00:33:44
What's on your mind? Let CX Passport know... 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	24 Jun 2025	00:27:36
What's on your mind? Let CX Passport know... 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	27 May 2025	00:29:51
What's on your mind? Let CX Passport know... 🎤🎞️“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	20 May 2025	00:33:34
What's on your mind? Let CX Passport know... 🎤🎞️“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	13 May 2025	00:29:12
What's on your mind? Let CX Passport know... 🎤🎞️“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	06 May 2025	00:38:50
What's on your mind? Let CX Passport know... 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	29 Apr 2025	00:34:58
What's on your mind? Let CX Passport know... 🎤🎞️“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	22 Apr 2025	00:29:34
What's on your mind? Let CX Passport know... 🎤🎞️“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	15 Apr 2025	00:26:32
What's on your mind? Let CX Passport know... 🎤🎞️“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	08 Apr 2025	00:25:11
What's on your mind? Let CX Passport know... 🎤🎞️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	01 Apr 2025	00:27:25
What's on your mind? Let CX Passport know... 🎤🎞️“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	25 Mar 2025	00:25:20
What's on your mind? Let CX Passport know... 🎤🎞️“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	18 Mar 2025	00:35:33
What's on your mind? Let CX Passport know... 🎤🎞️“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

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