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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).

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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).

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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).

What's on your mind? Let CX Passport know...

🎤🎞️ “The one with outcomes not experiences” with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:18 CX skepticism in the Boardroom

7:35 Which customers should a company care about?

11:35 Creating Clarity in Customer Experience

12:44 Outcomes or experiences

16:18 1st Class Lounge

20:18 Operationalizing Customer Revenue & Reputation Growth

25:45 Engagement vs Retention

31:04 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

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

Website: Jermaineedwards.com

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🎤🎞️Let’s accelerate another #OpenToWork CX Job Seeker Emily Stubbs in “The one with the customer service Grandma Golden Rule” in CX Passport Episode 156🎧 

CHAPTERS

0:00 Introduction

3:10 Why is CX important to Emily?

5:03 Balancing Efficiency and Building Connections

6:25 Creating Positive Experiences for Customers

8:32 Customer Experience Impact on Business Results

9:53 Delivering Personalized Experiences

11:47 Avoiding Unintended Brand Promises

14:34 1st Class Lounge

19:55 Analyze Data - Improve CX

23:21 How will Emily help companies with customer experience

27:22 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/emily-stubbs-90781b2b/

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🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?...

CHAPTERS

0:00 Introduction

6:00 The 4 Personas of a CX leader

8:30 Future Thinking in Customer Experience

11:00 The promise of Gen AI for customer experience

16:15 The evolution of CX as a discipline

19:12 Change Management and CXOs

20:141st Class Lounge

26:02 Driving Change with CX

30:32 Advice for CX professionals

33:11 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

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

Be Customer Led podcast: www.becustomerled.com

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

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🎤🎞️Want REAL customer insight? “The one with the eyes and ears of your brand” Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:52 Knowledge to Experience

4:51 Empathy in Customer Experience

7:18 The Undervalued Front Line

9:29 Moving from cost center to revenue generator

14:38 Customer stories to drive improvement

17:23 1st Class Lounge

23:05 Why haven’t all companies embraced customer experience

25:59 Gorgias’ approach to customer listening

31:04 Balancing policy with human decision

33:20 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/milagros-gonzales-520565183/

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🎤🎞️Customer Experience at LinkedIn “The one with LinkedIn trust & confidence” with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

4:04 Customer Experience at LinkedIn

9:11 Converting Insights into Action at LinkedIn

17:00 Creating a customer-centric culture

21:56 Customer Culture Success stories - Cleveland Clinic

27:46 1st Class Lounge

32:17 Customer Experience driving tangible improvement

36:10 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

LinkedIn: Sam Stern | LinkedIn

CX Patterns newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7062857517466316800 

CX Patterns Podcast: (Apple, Spotify)

LI Learning course: Customer Experience Strategy: Build A Customer-Centric Culture

What's on your mind? Let CX Passport know...

🎤🎞️Once a month CX Passport stops down and amplifies a CX job seeker. Let’s help build a network for Adam Haesler and his #OpenToWork in “The one where we amplify the CX job seeker” in CX Passport Episode 152🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

4:17 Adam’s journey into customer experience

6:08 Focus on Outcomes over Outputs

8:04 Using Scientific Method in CX

13:14 Connecting Business Results and Customer Experience

14:30 Reducing customer effort in customer service

17:37 1st Class Lounge

24:00 What Companies are Missing in Customer Experience

27:53 Adam’s Next steps in Customer Experience

29:22 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

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

What's on your mind? Let CX Passport know...

🎤🎞️From CX Reckoning to the CX Procenaissance “The one with the CX Procenaissance” CX Passport tries a solo experience with the host in Episode 151🎧 What’s in the episode?...

CHAPTERS
0:00 Introduction
2:25 The year of CX Reckoning
8:07 Procenaissance - Fix Customer Experience in 2024
10:20 Origin story of Process & CX
15:40 $50 Million in increased revenue
19:10 Closing and seeking feedback

If you like CX Passport, I have 3 quick requests:
✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

What's on your mind? Let CX Passport know...

🎤🎞️The 150th episode! “The one with the CX teenage years” with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:02 What does successful digital CX look like?

5:16 The role of AI in customer experience?

13:05 The importance of process in customer experience

17:16 How global influences customer experience approach

18:53 1st Class Lounge

24:43 The teenage years of CX / Customer Experience

29:28 Maintaining humanity in CX

32:39 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

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

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🎤🎞️Get customers to climb the loyalty ladder “The one with three customer loyalty tiers” with Ali Cudby Co-Founder & CEO Alignmint Growth Strategies in CX Passport Episode 149🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:17 The Importance of Customer Loyalty

6:02 Loyalty evolution example from New York Times

9:50 Three Tiers of Customer Loyalty

15:48 Front of House / Back of House - Inspiration from “Bear”

19:23 1st Class Lounge

24:08 Origin of Alignmint

25:08 Balancing numbers and humanity

29:51 Process of Writing a Book

33:20 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

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

Website: https://alignmintforgrowth.com/

Book: keepyourcustomersbook.com

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🎤🎞️“The one with Content, Culture, and CX” with Paul Banks, Founder & Chief of Different Thinking at Javelin Content Management in the first CX Passport of the year! Episode 148🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:32 Helping businesses communicate and create emotional attachments

9:15 Content marketing influencing customer experience

14:45 Avoid the trap of brands forgetting the humans

19:08 Dangers of brand damage from human content mistakes

23:10 1st Class Lounge

31:00 Why Small Medium Businesses matter?

34:45 Serving as a Volunteer Constable for 10 years

38:20 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/paul-banks007/

Podcast Mackem Magic: Bedtime Stories That Come to Life https://open.spotify.com/show/4ypNB92Xg4N8FBcMjEN5hX?si=3442ca39ccc14abc

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).

What's on your mind? Let CX Passport know...

🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 2”🎧 Episode 147

Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?...

CHAPTERS 

0:00 Intro

1:08 Phil Davis - Czech Republic

5:42 Claire Boscq - UAE

11:26 Eli Weiss - USA

15:20 Mercer Smith - USA

19:21 Vimal Rai - Dubai

23:40 Gabriela Amaral - Brazil

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

What's on your mind? Let CX Passport know...

🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 1”🎧 Episode 146

Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?...

CHAPTERS

0:00 Intro

1:37 Megan Bassler - USA

6:18 Tshili 'Chili' Khupe - UK

10:31 Jennifer Meunier - Brazil

15:11 Tyler Saxey - USA

18:32 Sandra Thompson - UK

23:08 George Nagatsuka - Japan

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

What's on your mind? Let CX Passport know...

🎤🎞️Customer Service for one of the world’s most visible brands “The one with Spotify Customer Service” with Rajiv Vellodi VP Global Customer Service Spotify in CX Passport Episode 145🎧 What’s in the episode?...

CHAPTERS
0:00 Introduction
2:29 What’s Rajiv’s top Spotify playlist?
3:10 Global Customer Support at Spotify
5:20 Blending GE, Hilton, Amazon career experience at Spotify
10:36 Managing Global Customer Service for high visibility brand like Spotify
15:15 Elevating and celebrating culture
18:54 1st Class Lounge
24:39 Key factors how Spotify chooses BPO partners
31:45 Contact center as customer insight center at Spotify
34:56 Contact info and closing

If you like CX Passport, I have 3 quick requests:
✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #spotify #process #business #management #travel #bettercustomerservice #shorts

What's on your mind? Let CX Passport know...

🎤🎞️“The one with the human experience” with NYT Bestseller Joseph Michelli CEO The Michelli Experience in CX Passport Episode 144🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:09 Airbnb and Mercedes’ customer experience strategies

8:14 Balancing operational incentives with customer experience

11:38 Prioritizing human interaction in customer service

15:50 Solving for gamification in customer feedback

19:00 Joseph’s radio career influencing CX today

20:08 1st Class Lounge

23:40 What is human experience?

26:22 Mental wellness and Bonfire Digital Wellness

30:16 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

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

Website: https://www.josephmichelli.com/

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🎤🎞️Breaking rules…creating customer loyalty “The one with the profitable rule breaker” Zoe Kahn Manager of CX & Retention at Chomps in CX Passport Episode 143🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:40 CX & retention role at Chomps

7:10 Planet Fitness Front desk job influencing CX today

10:32 Breaking CX rules. Creating customer empathy

13:45 CX & Retention…simliar and different

17:30 Fitness competitions inspiring customer empathy today

20:38 1st Class Lounge

24:30 Zoe’s “Let’s Laugh About It” Podcast

28:45 Gaining buy in for CX ideas

34:30 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/zoe-kahn-5b61aa129/

Twitter @_zoekahn_

Chomps on How I Built This with Guy Raz: https://podcasts.apple.com/us/podcast/chomps-pete-maldonado-and-rashid-ali/id1150510297?i=1000595782640

Rick & Clancy's podcast The Loud Quiet: youtube.com/@theloudquiet

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🎤🎞️Only 2 Hours?!  “The one with the two hour design sprint” with Teresa Cain Author Solving Problems in 2 Hours in CX Passport Episode 142🎧 What’s in the episode?...

CHAPTERS
0:00 Introduction
2:18 Why is 2 Hour Sprint necessary
4:30 Overcoming risks of 2 hour sprints
6:10 Scoping the right challenge for a sprint
8:00 Logistic tips for 2 hour sprints
9:40 From Liberal Arts to UX and Design
13:50 Product teams using contact center customer insights
17:19 1st Class Lounge
24:10 She was ChatGPT WAY before ChatGPT was cool
28:05 Converting this to action…to business results
30:23 Contact info and closing

If you like CX Passport, I have 3 quick requests:
✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

2 Hour Design Sprints: https://www.2hourdesignsprints.com/
LinkedIn: https://www.linkedin.com/in/cainteresa/
Twitter: @DesignwithTCain

#customerservice #customerexperience #design #sprint #designsprint #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice

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🎤🎞️Buckle that seatbelt and get ready for departure… “The one with Sun Country Airlines customer service” with Jeremy Hyde Director Customer Support at Sun Country Airlines…episode 141🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:39 Customer service approach and preventing future issues

7:35 Using data and feedback to improve airline customer experience

12:34 Customer service challenges and employee engagement in the airline industry. 

19:10 Where would Jeremy go with a free weekend and flight benefits

20:40 1st Class Lounge

24:36 Starting as a call agent influencing current leadership approach

29:19 Balancing human and technology in customer service

33:09 Customer experience and technology adoption in the contact center

35:41 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

Voice of the Agent Blueprint: https://www.linkedin.com/pulse/intro-voice-agent-blueprint-jeremy-hyde

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

The Loud Quiet - Rick & Clancy's empty nest podcast:

youtube.com/@theloudquiet

theloudquietpod.com

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🎤🎞️Building local CX for a global company! “The one with with global reach and local experience” with Sarah Baker Director, Global CX at KFC in CX Passport Episode 140🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

3:15 KFC’s global experience management

4:20 Shaking up current understanding of customer

8:10 Using failure points to grow and get better

10:00 How to REALLY put the customer at the center

13:10 Customer story to influence decisions

15:15 Girls on the Run program

17:31 1st Class Lounge

23:20 KFC global customer listening

27:00 Centralized vs local influence

28:50 Global employee diversity and experience

31:48 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

What's on your mind? Let CX Passport know...

🎤🎞️ “The one with the CX marriage officiant” with Nate Brown, Co-founder CX Accelerator in CX Passport Episode 139🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:34 Why does community matter?

4:10 Launching the CX Accelerator community

6:15 Selectivity and diversity in community

7:45 Community as the next sales marketing

10:15 CX community solving loneliness epidemic

15:35 Starting a career on the customer front line

22:19 1st Class Lounge

25:45 Nate’s style!

27:25 Authentic Voice of the Customer value

33:00 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

CX Community https://www.cxaccelerator.com/

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

What's on your mind? Let CX Passport know...

🎤🎞️Empowering agents AND customers in “The one where he's curious...not judgmental” – with Tim Kyse, Vice President of Customer Experience at Openly in CX Passport E138🎧 What’s in the episode?...

[00:00] Introduction

[02:56] Great customer experience results in insurance

[05:28] Hiring both human and industry skills

[08:38] Managing the pressures of customer support

[12:58] Capturing customer insights – and acting on them

[15:39] The impact of engagement whilst operating remotely

[18:17] 1st Class Business Lounge

[24:30] What drew Tim to Openly?

[26:53] How is Openly using the current versions of AI?

[30:10] What technology improvements would Tim like to prioritize with?

[33:07] Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/tim-kyse 

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).

What's on your mind? Let CX Passport know...

🎤🎞️Will we embrace the AI Bots? “The one with the bot baggage” with Rob Dwyer, Vice President Customer Engagement | Happitu in CX Passport Episode 137🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

5:30 AI in contact centers and its potential uses and limitations

12:37 AI-powered virtual assistants and their future in customer service

18:45 Tips for technology vendors and purchasers

20:26 1st Class Lounge

24:30 Umpiring and CX lessons

33:37 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/

Web: Happitu.com

Next In Queue...all fave podcast sites AND

YouTube: youtube.com/@nextinqueue

What's on your mind? Let CX Passport know...

🎤🎞️What creates a Brazilian global CX winner? “The one where they win best customer team” with Jennifer Meunier Head of CX & Product at G4 Educação🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:11 What is G4 Educação?

5:00 Company growth, customer focus, and team building in a startup environment

10:00 Breaking down silos for customer experience

11:20 Hospitality industry as an influence for education space

14:36 Hospitality and customer service in Thailand

20:15 1st Class Lounge

25:05 Winning the global award for Customer Experience Team

27:30 Living their own CX principles at G4 Educação

29:15 The “Process of Experience”

31:54 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

Instagram: https://www.instagram.com/g4educacao/

Website: https://g4educacao.com/

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

What's on your mind? Let CX Passport know...

🎤🎞️“The one with the handwritten note” with Rick Elmore CEO Simply Noted in CX Passport Episode 135🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

2:33 Genesis of Simply Noted

7:00 What if they know it’s a machine?

9:36 Personal connection equals business results

13:17 Overcoming resistance

15:15 How his athletic career (NFL, y’all!) influences his corporate career

17:33 1st Class Lounge

22:10 Getting customer feedback

26:00 Making high touch highly scalable

28:14 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

Simply Noted: https://simplynoted.com

LinkedIn: https://www.linkedin.com/in/rick-elmore/

What's on your mind? Let CX Passport know...

🎤🎞️He is DONE with CX! Go beyond “The one where he goes beyond CX” with Vimal Rai Managing Partner, Commercial Excellence Partners in CX Passport Episode 134🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

3:05 The broken aviation industry

8:55 Why Brussels Airport is a great customer experience

13:00 He is DONE with customer experience

17:45 Contrasting Singapore and Dubai

23:03 1st Class Lounge

28:30 The emotional (revenue driving!) impact of customer experience

32:03 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

Vimal LinkedIn: https://www.linkedin.com/in/vimalrai/

What's on your mind? Let CX Passport know...

🎤🎞️“The one with AI” – with Ben Wright, co-founder of Jiffy in CX Passport E133 🎧 What’s in the episode?...

[00:00] Introduction

[03:40] The shifts in AI and its role in customer support

[07:09] Prioritizing customer experience

[11:48] Select tools based on business principles, not just AI

[13:27] 1st Class Business Lounge

[20:33] How AI elevates support roles

[23:23] Staying up-to-date with the latest tools

[25:50] Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

Episode resources:

LinkedIn: https://www.linkedin.com/in/benji-wright/ 

What's on your mind? Let CX Passport know...

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

[00:00] Introduction

[02:41] Applying AI to enhance customer experience

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

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

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

[15:45] 1st Class Business Lounge

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

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

[29:16] Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

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

What's on your mind? Let CX Passport know...

CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th
🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:50 What a Customer Experience role should be

3:41 How do you act on what you learn from the customer?

8:49 Your CX Passport Captain

9:15 Stacking wins on wins -The Foot Locker customer experience journey

14:43 How to learn from and deliver for a global customer experience 

17:53 1st Class Lounge

21:15 Creating actual business results from voice of the customer

24:36 How to get customer insight from the front line employee

26:50 Using Voice of the Customer to celebrate employees | Video celebrations

31:07 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/tyler-saxey-45968923/

Foot Locker: https://www.footlocker.com/

What's on your mind? Let CX Passport know...

CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th
🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?...

😬Ummm...flight attendant...have you seen my pants?

🤯Weight checks? Girdle checks?!...at work?!

😋Getting a cooked to order medium rare steak on a flight?

😲You'll be SHOCKED how they handled a cigar on a flight!

💡Flight attendants - "We were some of the first feminists"

😳Steamy thoughts with 007

☝️The one thing you should do to get on a flight attendant's good side

😶What happens on an overnight, stays on an overnight

🤩Beluga caviar from Iran…as an in flight appetizer?!

💭”It's a flight attendant. What can I say, we always find the best places” - Stephanie

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

True Tales book web site: truetalestwa.com

The Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459

What's on your mind? Let CX Passport know...

🎤🎞️The one with elephant level emotional intelligence – with Sandra Thompson, Founder of Ei Evolution in CX Passport E129🎧 What’s in the episode?...

[00:00] Introduction

[02:09] How Sandra first got into emotional intelligence

[05:35] The theoretical versus practical aspect of EI

[11:10] An example of customer experience that needed a great level of EI

[18:54] Keeping the humanity aspect of customer experience and the service design

[23:40] 1st Class Business Lounge

[28:16] If you want to grow your EI skills, where do you get started?

[32:01] How to help foster growth of EI in your own team

[36:17] Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

Website:  www.eievolution.com
LinkedIn: https://www.linkedin.com/in/cxeisandra/
Emotional Intelligence 2.0 (where you get the code and can measure your existing Ei levels): https://www.amazon.co.uk/Emotional-Intelligence-2-0-Travis-Bradberry/dp/0974320625 

The Emotional Culture deck: https://www.ridersandelephants.com/the-emotional-culture-deck

What's on your mind? Let CX Passport know...

🎤🎞️Be encouraged! CX is on fire🔥 “The one with the CX hot roll” with Eli Weiss, Sr Director Customer Experience | Jones Road Beauty in CX Passport Episode 128🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

2:32 A customer experience renaissance

4:29 Why are Customer teams under threat today?

8:08 The core role of a customer leader

10:45 How to listen to D2C customers

17:10 Moving to action

19:25 Travel stories show the heart of customer experience

23:09 1st Class Lounge

27:50 Maybe Zappos shouldn’t be the *pinnacle* of customer experience

32:23 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

Web: eliweisss.com

Jones Road Beauty: https://jonesroadbeauty.com/

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).

What's on your mind? Let CX Passport know...

🎤🎞️“The one with the CX Feng Shui” with Claire Boscq, BizShui Creator & Keynote Speaker in CX Passport Episode 127🎧 What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

2:33 BizShui, FengShui and Customer Experience

4:50 How convince others of the value of BizShui

7:03 How did Claire's Disney experience set the stage for great CX?

13:00 Fabulous and 50! Campaign

18:10 Customer Experience and Dubai, UAE

21:40 1st Class Lounge

26:29 Helping leaders create great employee experience

28:56 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

Website: claireboscq.com

YouTube: www.youtube.com/@ClaireBoscq

LinkedIn: www.linkedin.com/in/claireboscq/

What's on your mind? Let CX Passport know...

🎤🎞️“The one with the real results” with Neha Dutta – Vice President for Digital Client Success Lead EXL in CX Passport Episode 126. What’s in the episode?...🎧

CHAPTERS

0:00 Introduction

04:41 Customer experience process improvement. 

06:01 Why is customer service so bad right now?

11:08 Elevating women in leadership.

14:21 Neha’s tips for exploring Gurgaon, India. 

17:10 Embracing technology in India. 

18:22 1st Class Lounge.

22:34 AI and job enhancement. 

27:28 Going beyond just giving companies a technology solution.

29:54 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

LinkedIn: https://www.linkedin.com/in/neha-dutta-5303a18 

What's on your mind? Let CX Passport know...

🎤🎞️Stop Survey Slapping your Sandwich Customers in “The one with marketing malpractice” with Alan Hale President Consight Marketing Group in CX Passport Episode 125🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:09 B2B is NOT the same as B2C

7:58 Customer Experience is “circling the drain?”

13:45 Don’t be fooled by LinkedIn influencers. Marketing is NOT simple

17:34 1st Class Lounge

21:10 AI will solve everything…or it will destroy the world

23:59 Data is nothing without action

26:10 Career path to being a Marketing leader

28:41 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

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

Website: www.consightmarketinggroup.com

What's on your mind? Let CX Passport know...

🎤🎞️Want to be promoted? 👂Listen to or 👀Watch this episode...“The one with that career coach” Kendall Berg, Founder of That Career Coach in CX Passport Episode 124🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

3:20 Getting into career coaching

5:45 Growing your career through being customer focused

9:20 Want to be promoted? Do this!

11:15 Stuck at a place that doesn’t focus on the customer?

13:45 Managers…THIS is your job now

18:45 Wait? What? Impulsively deciding to move to Colorado?!

21:51 1st Class Lounge

26:30 Storytelling…stunning employee experience improvement!

32:15 Managers…pay attention to this too!

35:10 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

All your socials: @Thatcareercoach

Web: thatcareercoach.net

What's on your mind? Let CX Passport know...

🎤🎞️Real, tangible profits from Customer Experience in “The one with the Customer Profitability” Evan Klein, Founder & President Satrix Solutions in CX Passport Episode 123🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:45 Customer experience epiphanies

6:35 Triggers that move a company to focus on CX

9:20 The path to profitability

13:53 Doesn’t have to be a new process

16:20 Scottsdale area travel secrets

18:11 1st Class Lounge

21:37 Employee engagement from voice of the customer

24:40 Internal customer experience successes

27:30 How to listen to the customer’s “voice”

30:00 Contact info and closing

If you like CX Passport, I have 4 quick requests:

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

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments 

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

Episode resources:

Company LinkedIn: https://www.linkedin.com/company/satrix-solutions-llc./

Website: https://www.satrixsolutions.com/

What's on your mind? Let CX Passport know...

🎤🎞️Customer experience cocktails🍸 and…ahem…toys🤭…in “The one with the CX bartender” with Tshili Khupe Head of LTVplus Strategic Partnerships & Growth - CX Passport Episode 122🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:58 How to listen to the customer

6:40 Turning a contact center to a customer insights center

9:46 Motivating brands to amplify their contact center

12:15 Adult toy customer insights

15:25 Engaging the front line for customer insights

17:19 1st Class Lounge

21:32 Successful customer insight stories

26:25 Reasons why companies turn to BPOs for help

28:52 Contact info and closing

If you like CX Passport, I have 4 quick requests:

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

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments

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

Episode resources:

LTVplus: https://www.ltvplus.com/

Tshili LinkedIn: https://www.linkedin.com/in/tshili-khupe/

What's on your mind? Let CX Passport know...

🎤🎞️🥼🔬Think science and genomics don't need customer Experience? Think again “The one with the DNA Experience” Sherry & Melissa Ilumina CX Passport Episode 121🎧

[One note listeners & viewers…this week’s episode had some hardware issues so it’ll be audio only. Back to video next week!]

CHAPTERS

0:00 Introduction

2:47 What does Illumina do?

5:10 Why is Customer Experience needed in genomics?

7:50 Balancing legacy with innovation in customer experience

10:40 Who are the customers for this industry? 

13:25 How to build great CX in genomics

17:33 1st Class Lounge

23:13 Building a CX program from the ground up

26:07 Listening to the customer in genomics

28:40 Investors are realizing the $ benefits of customer experience

33:20 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

Illumina: https://www.illumina.com/

Sherry Grissom: https://www.linkedin.com/in/sherry-grissom-954a9930/

Melissa Spears: https://www.linkedin.com/in/melissa-spears-289a658/

What's on your mind? Let CX Passport know...

🎤🎞️On a mission to help humans understand humans in "The one with the customer mix tape" with Amy Brown, CEO of Authenticx in CX Passport Episode 120🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:19 Unlocking patient insight from conversations

4:18 The inspiration from growing up in medicine

6:15 In 8th grade and on a heart transplant flight?!

8:41 The crushing complexity of healthcare industry

11:19 A billing call isn’t JUST a billing call

16:30 Why are we getting patient experience so wrong?

18:23 First Class Lounge

22:48 Why start with healthcare?

25:30 Using stories to inspire change 

33:20 Contact info and closing

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

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

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

✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services

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

Episode resources:

Authenticx: www.authenticx.com

What's on your mind? Let CX Passport know...

🎤🎞️The manager’s job is to Unsuck Things That Suck in “The one with the call center’s call center” with Gary Pudles, President & CEO of AnswerNet in CX Passport Episode 119🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:22 Changing ways customers contact brands today

4:29 Blending digital and human in customer contact

7:35 An INTRIGUING option for Small Business contacts

13:19 Front line employee engagement

17:45 Cuba and Caymans in one trip…contrast indeed

20:40 1st Class Lounge

25:08 The CRM is dead?

27:33 Iterative success vs disruption

31:38 Buying a business

32:41 Contact info and closing

If you like CX Passport, I have 4 quick requests:

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

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments 

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

Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps 

Show notes and other helpful CX & Total VOC content at www.cxpassport.com

Episode resources:

Social media tags: @GaryPudles @answernet

Web: www.answernet.com

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🎤🎞️“The one with Omotenashi” with George Nagatsuka - Founder Discover Xciting Japan in CX Passport Episode 118🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:45 Omotenashi - What drives the Japanese customer service focus?

7:33 Comparing Japanese to US/Western Customer Service

11:31 Unique Japanese travel experiences

16:26 First Class Lounge

21:54 How does GE process experience influence CX today?

24:49 Variability of the Asian customer experience

28:38 DiscoverXcitingJapan

31:27 Contact info and closing

If you like CX Passport, I have 4 quick requests:

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

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments 

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

Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps 

Show notes and other helpful CX & Total VOC content at www.cxpassport.com

Episode resources:

Spirit of Japanese Customer Service: Omotenashi

LinkedIn: https://www.linkedin.com/in/george-nagatsuka/

Website: https://discoverxcitingjapan.com

Facebook page: https://www.facebook.com/discoverxcitingjapan

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).

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🎤🎞️PREACH it Pastor! Today CX=Church Experience and you'll be stunned how much we in the biz CX world can learn from the faith world in “The one with the relational collateral” Phil Davis Faith Community Church (Prague) in CX Passport E117. What’s in the episode?...

🤗For the first time, CX Passport listeners have an opportunity to give back. More detail in the episode on how you can support this mission which is currently serving the humanitarian needs of the Ukrainian refugee community created by the tragic invasion of Ukraine in addition to the soul needs of the Prague international community. Listen to the episode and then…

Support here: https://give.serge.org/donate/phil-and-shanna-davis

CHAPTERS

0:00 Introduction

4:45 Church vs business when it comes to creating experiences

8:30 Customer sensitive NOT customer driven

11:01 Many churches…one goal

14:03 Asking your “customers” to sacrifice?

17:09 What’s unique and special about Prague?

21:08 1st Class Lounge

25:42 The KEY lesson EVERY CX person should know

28:50 Why “brand promise” matters even MORE in the faith world

31:26 What’s next for Faith Community

33:25 Contact info and closing

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

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

Apple Podcasts: http://bit.ly/applecxpassport

Spotify: http://bit.ly/spotifycxpassport

Web: http://cxpassport.com

YouTube: https://bit.ly/youtubecxpassport

Episode resources:

Support Faith Community Church

https://give.serge.org/donate/phil-and-shanna-davis

Website: faithcommunity.cz

Mission Organization: serge.org

What's on your mind? Let CX Passport know...

🎤🎞️Building communities CX and beyond in “The one with 2 T-Rexes and 2 Pennies” with Mercer Smith VP CX Insights and Community at Partner Hero | CX Passport E116🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

2:32 Using communities to better the Customer Experience world

4:45 What makes a GOOD community?

9:33 Elevate the customer insights from the front-line

13:59 Providing the support and language for mental wellness

16:08 1st Class Lounge

20:47 How to scale great teams

25:20 A brilliant trait to block the tribalism of CX labels

27:48 What’s next for communities and customer experience?

30:40 Closing and contact information

Want video? Watch & subscribe www.youtube.com/@cxpassport

Sign up for the weekly newsletter and never miss an episode: cxpassport.com

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

Apple Podcasts: http://bit.ly/applecxpassport

Spotify: http://bit.ly/spotifycxpassport

Web: http://cxpassport.com

YouTube: https://bit.ly/youtubecxpassport


Episode resources:

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

Social Media handles: @mercenator

Website: https://www.mercenator.com/

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🎤🎞️Opening career doors and building communities in “The one with expanding representation & BPO partnerships“ with Megan Bassler VP Strategic Partnerships at OP360 in CX Passport E115🎧What’s in the episode?...

CHAPTERS

0:00 Introduction

2:44 The partnership role and OP360

4:29 Jet fuel for career learning - BPO industry

9:00 Expanding representation and diversity in BPO leadership

12:31 Practical tips for creating Communities

18:36 AI and the BPO industry

21:14 1st Class Lounge

26:13 Keeping humanity in the AI and Digital solutions

29:22 Equipping agents to successfully represent both brand and BPO

33:15 Contact info and closing

Thank you, OP360 for your sponsorship of this episode. 

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

https://www.ex4cx.com/blog/2023/3/3/if-i-would-have-them-on-my-show-for-free-i-might-as-well-get-paid-for-it

If you like CX Passport, I have 4 quick requests:

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

✅Sign up for the weekly CX Passport newsletter www.cxpassport.com

✅Leave a review on your favorite podcast site so others can find the show

✅Share your thoughts about the episode in the comments

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

Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps 

Show notes and other helpful CX & Total VOC content at www.cxpassport.com

Episode resources:

Megan LinkedIn: https://www.linkedin.com/in/megan-lyn-vonderach/

OP360: https://www.op360.com/

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