CX Passport

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 bornEpisode resources:  Connect with Sarah Hatter on LinkedIn: https://www.linkedin.com/in/sarahhatter  Learn more about ElevateCX: https://www.elevatecx.coIf 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.comI'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... 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 trustThe global truth: people are peopleHow to localize culture without diluting itWhy great branding must match real experienceThe 3 S’s of memory-making: sight, sound, and scentHigh-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 TimGuest Links: 🌐 The Involvement Practice: theinvolvementpractice.com 🧠 Be Human Project: theinvolvementpractice.com/be-humanIf 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.comI'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...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 legacyEpisode resources:  Connect with Kojo Hayford on LinkedIn: https://www.linkedin.com/in/kojo-hayford  Learn more about eSAL: https://www.esal.llcIf 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.comI'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... 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 impactWhy empathy is great, but outcomes matter moreWhat CX pros should do when leadership won’t listenDave’s practical take on metrics, personas, and strategyCX 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 DaveGuest 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 MappingIf 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.comI'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...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 familyEpisode resources:  Connect with Lauren Feehrer on LinkedIn: https://www.linkedin.com/in/laurenfeehrer  Learn more about LoyaltyCraft: https://www.loyaltycraft.comIf 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.comI'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...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 cultureGuest links: 📘 Book: ericdstone.com 💼 LinkedIn: Eric Stone 🎤 Speaking: clearpathventures.comIf 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.comI'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 AI Readiness Truth” with Fred Stacey CEO Cloud Tech Gurus in CX Passport Episode 218🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Fred Stacey1:30 Why every contact center is the same… and different4:46 What it takes to be AI-ready today7:39 The legacy tech trap vs. modern AI advantage11:11 People, process, and tech: The true AI readiness checklist13:40 How AI enhances human coaching17:14 Global travel and CX comparisons18:12 First Class Lounge: Athens, steak, and extra socks21:56 Should every company chase the Amazon AI model?25:15 AI gone wrong: Real risks beyond bad business28:32 Where to connect with FredIf 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.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Fred LinkedIn: https://www.linkedin.com/in/fredstaceyaincx/

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.CHAPTERS00:00 CX as a Growth Engine00:30 Introducing Jessica JP Posey and Kit Studios03:01 The Origin of Kit Studios04:50 The Role of Customer Experience in Business08:44 Leveraging Customer Feedback16:02 Global Perspectives in Customer Experience17:41 Global Collaboration Challenges18:06 Setting Clear Expectations18:47 Travel and Dream Destinations21:03 Favorite Foods and Childhood Memories22:37 The Preki Experience and Leadership Lessons25:34 Theater and Improv Influence27:30 Consistency in Customer Experience30:36 Future Plans for Kit31:52 Conclusion and Special OfferIf 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.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:JP LinkedIn: https://www.linkedin.com/in/jessicaposey/Special Kit offer (30 days free!) for CX Passport listeners: https://partners.kit.com/uvtokiSubscribe to CX Passport newsletter: cxpassport.kit.com/signup 

What's on your mind? Let CX Passport know...🎤🎞️“The one with mean girls” with Beth Karawan CoFounder / EVP atImprint CX in CX Passport Episode 216🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Beth Karawan1:26 Why Beth felt like the “new girl” in CX3:16 How customer experience redefined her work5:25 Challenging the CX status quo8:10 Questioning NPS and traditional VOC programs12:33 Why CX must change employee behavior too15:36 Remembering the real purpose of business17:50 First Class Lounge20:29 Finding purpose in customer experience work23:09 Helping employees actually live brand values24:50 The origin of Donut Friday and lessons from donuts27:52 Where to connect with BethIf 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.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Beth LinkedIn: https://www.linkedin.com/in/bethkarawan/It’s Donut Friday!: https://www.linkedin.com/newsletters/7222683112294522880/

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?...CHAPTERS0:00 Introduction: A CX response to a hurricane1:15 Hurricane hits—event cancelled, emotions high4:04 Planning for the unexpected: COVID, hurricanes, and pivoting9:37 Behind-the-scenes of the cancellation decision13:25 Prioritizing attendees over the event itself17:28 The emotional toll of calling off the event20:07 A fast pivot to 30 virtual trainings21:19 First Class Lounge with Amberly: Tahoe, Italy, and taco bars24:48 Execution mode: From grief to action28:42 Communicating with empathy and urgency32:41 Customer reactions and unexpected gratitude36:07 Where to connect with Amberly, Celia, and isolvedIf 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.comI'm Rick Denton and I believe the best meals are served outside and require a passport