CX Passport

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 thatHow to create cross-functional trust without needing formal authorityWhat’s really behind “CX is dead” chatterThe art of knowing your C-suite’s secret agendaA fresh way to think about CX’s role in driving shareholder, employee and customer valueCHAPTERS 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 MikeGuest link: https://www.thecustomerlab.com/🎧 Subscribe at https://cxpassport.com 🎥 Watch at https://www.youtube.com/@CXPassport 📬 Subscribe: https://cxpassport.kit.com/signupI'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.

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 strategyEpisode resources:  Connect with Bill Staikos on LinkedIn: https://www.linkedin.com/in/billstaikos  Explore Be Customer Led podcast: https://www.becustomerled.comIf 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...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 ownershipVisibility as a survival skill for CX teamsHow global living built deep empathyWhy beautiful design still needs gritty executionCHAPTERS 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 valuableGuest Linkshttps://www.torisignorelli.com/Want more from CX Passport? 🎧 Listen to every episode at https://www.cxpassport.comWatch the conversation unfold 📺 Full video episodes at https://www.youtube.com/@cxpassportGet the weekly CX Passport newsletter 📬 Sign up at https://cxpassport.kit.com/signupI'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...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 businessEpisode resources:  Connect with Karyn Furstman on LinkedIn: https://www.linkedin.com/in/karynfurstman  Learn more about Customers First: https://www.customersfirst.comIf 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...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 likeCHAPTERS0:00 The Three-Part CX Value Equation0:18 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 OutcomesGuest Links: 💼 LinkedIn: https://www.linkedin.com/in/michelstevens/#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice #podcast

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 scratchEpisode 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.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... 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 mindsetWhy CX breaks down when key voices are excludedThe danger of strategy with no frontline inputHow to bring product, ops, and support to the same tableWhy sustainable CX depends on clear ownershipCHAPTERS 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 KateGuest 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.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 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.