CX Passport

What's on your mind? Let CX Passport know...Charging more… and growing because of it? Dom Hodgson shows exactly how that works. Recorded in person as a CX Passport Live episode at The Alliance Mastermind hosted by Vance Morris, Dom brings a fresh pet-industry lens to universal business truths. He gets practical… pricing, differentiation, customer magic, and how to run a business that doesn’t steal your weekends. Dog adventures, Disney-fied touches, and straight-talk guidance make this conversation fun and genuinely useful for any business.5 Insights From This EpisodeWhy most businesses… including pet businesses… undercharge and how to confidently raise pricesHow a simple language shift created a premium service categoryWhy sending physical newsletters still drives retentionA low cost way to Disney-fy your customer experienceHow the right butts in the right seats transforms family-run operationsCHAPTERS0:00 Welcome to CX Passport Live with Dom Hodgson 1:25 Dom’s background and how he entered the pet world 2:21 The fastest place he spots money leaks 3:30 Why owners fear raising prices 5:51 The power of physical newsletters 7:33 How the dog adventure business started 9:03 Differentiating through language and experience 10:31 First Class Lounge 13:08 A practical Disney-fy move any business can use 15:03 Simple automation that boosts retention 17:46 Running a family business without chaos 20:41 How to reach DomGuest LinksDom Website: https://www.petbusinessmarketing.com/How to Disnify Your Pet Business book: https://www.petbusinessmarketing.com/magicbookBring CX Passport Live to your event: https://www.cxpassportlive.com/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/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. 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...What happens when you build a workplace so strong, your talent never quits? CX Passport Live sits down with Metropolis Resort GM Sara Abbott to unpack how a clear hiring philosophy and intentional talent development fuel consistent quality and operational success.Recorded live at The Alliance Mastermind Event… packed with lessons every service leader can use.5 insights from Sara • Why hiring kind people creates a foundation for quality and consistency • How Metropolis turns first time workers into reliable, long term contributors • The business value of Metropolis University and its life skill approach • Why human hospitality still wins even when digital efficiency is tempting • How leadership behaviors shape a culture that strengthens retentionCHAPTERS 0:00 Welcome to CX Passport Live 0:36 Meet Sara Abbott and Metropolis Resort 1:50 What Sara notices first in any resort 3:43 How Metropolis University began 6:53 Life skills that strengthen retention 7:55 Hiring young workers who stay 10:59 Building a culture of kindness 12:28 Growing leaders from within 15:56 First Class Lounge 23:42 Keeping hospitality human in a digital worldGUEST LINKSMetropolis Resort https://metropolisresort.com/MORE CX Passport...Bring CX Passport Live to your event: https://www.cxpassportlive.com/Listen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: 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...Curiosity from the lab. Creativity from marketing. Transformation across a global pharma giant. Trina Di Giusto brings a scientist’s discipline and a storyteller’s instinct to CX. She explains how decentralized teams can still create harmony, why AI is tempting but rarely the fix, and what it takes for change to stick in a complex organization.5 Insights From This Episode • Scientific thinking becomes a CX advantage… methodical meets imaginative • Pharma customers span patients, providers, payers, and regulators • Delegation without orchestration leads to fragmentation • AI only works when the underlying process is healthy • Real change lasts when vision, skills, incentives, resources, and action alignCHAPTERS 00:00 Meet Trina from Basel 01:27 When science meets storytelling 03:47 Logic in a creative world 05:50 Blurring science and marketing 08:29 Defining CX in pharma 11:18 Delegation versus orchestration 13:57 First Class Lounge 18:01 Why tech is not the fix 22:51 What change management really requires 25:56 Lessons across six transformation cycles 28:06 Final takeaways and how to reach TrinaGuest Links LinkedIn: https://www.linkedin.com/in/trinadigiusto/Listen, Watch, Newsletter Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/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. 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...Pharma and CX… not exactly two words you hear together often. But what happens when customer experience thinking meets healthcare? Silvi Haldipur has lived it. From personal experience to transforming patient, provider, and payer experiences at GSK and Merck, she’s proving that empathy and data can coexist to truly save lives.5 Insights from This Episode • CX in pharma isn’t impossible… it’s essential. Silvi shares how she turned a deeply personal healthcare experience into her mission for better patient outcomes. • Beyond ads and emails… why support, not slogans, is what patients really need. • What pharma can learn from design thinking, ethnography, and on-the-ground empathy. • How “wraparound programs” simplify post-prescription chaos and actually improve outcomes. • The rise of the Chief Customer Experience Officer in pharma… and why it’s long overdue.🕒 CHAPTERS 00:00 Welcome and Silvi’s path from advertising to pharma 03:00 A personal story that reshaped her view of healthcare 06:00 Seeing patients, providers, and payers as customers 09:00 Ethnography and field visits to get inside the experience 12:00 Fixing the “after the prescription” experience 16:00 Brand promise meets patient promise 19:30 First Class Lounge 23:00 Data vs. insight and the pit bull story 26:00 Why pharma needs CXOs 28:30 What Silvi would change about her healthcare experience 31:00 Closing thoughtsGuest Link LinkedIn: https://www.linkedin.com/in/silvihaldipur/Listen / Watch / Subscribe Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/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. 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...How do you deliver empathy at scale when the stakes are life-changing?In this *Greatest Hits* episode of CX Passport, recorded live in Austin as a CX Passport Live, Candy Kothmann shares what it means to lead a customer experience operation inside a government agency...the Texas Workforce Commission. Originally aired as Episode 207, this conversation opened eyes to the human side of CX in crisis situations. Candy’s team supports Texans during unemployment... moments filled with fear, frustration, and uncertainty...and does it with respect, empathy, and a behavior-based performance model that drives real connection.CHAPTERS  00:00  Respect, compassion, and courtesy  03:50  Building empathy into every call  05:48  Balancing efficiency and humanity  07:47  Turning emotional calls into positive experiences  09:03  Crisis response and wellness checks  11:09  Supporting agents after difficult calls  12:37  First Class Lounge  16:32  Managing complaints in a regulated environment  19:18  Improving what you can control  If you like CX Passport, I have 3 quick requests:✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport  ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup  ✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.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...Why do so many companies chase new customers when the math clearly proves that retention wins every time? Daniel Granja Baltazar joins from Rotterdam to unpack the “retention revelation”... how conversion rate optimization (CRO) is really about experience, not just clicks. Daniel’s global lens from the Netherlands to Brazil gives a fresh take on blending sales, marketing, and CX into one connected journey.✈️ 5 First-Class InsightsConversion is the outcome, not the goal. Real CRO success starts with understanding the customer’s experience.Retention beats acquisition. Companies still pour money into getting new customers, while neglecting why current ones leave.Listen before assuming. Numbers reveal what’s happening... but only talking to customers reveals why.Bridge the silos. Sales, marketing, and customer service thrive when united by shared goals and active communication.Empathy drives everything. The best in sales, marketing, and CX are curious first, persuasive second.🕓 CHAPTERS00:00 Welcome to Rotterdam1:40 CRO vs CX: What’s the real difference?4:24 The retention revelation7:08 Why companies ignore their data’s advice10:27 Rewarding existing customers12:33 Global differences in customer culture15:08 First Class Lounge18:09 The watchmaker side hustle19:34 The Wolf of Wall Street myth of sales21:27 Empathy as the CX superpower22:56 Breaking the silos25:44 How qualitative insights drive smarter decisions28:33 Talk to your customers... or you’re doing it wrong🔗 Guest LinksLinkedIn: https://www.linkedin.com/in/dgbaltazar/ Watch store: https://uniqwatchmods.nl/🎧 Listen / Watch / SubscribeListen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Subscribe to the newsletter for CX insights... your weekly excuse to ghost Slack for 10 minutes: https://cxpassport.kit.com/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. 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...How can construction and customer experience possibly connect? Alyssa Staats shows us exactly how. From hard hats to HVAC, Alyssa reveals how CX shows up in the most unexpected corners of the AEC world (architecture, engineering, and construction). It’s not just about blueprints and budgets... it’s about people, relationships, and trust.5 Insights from Alyssa Staats• CX isn’t just external... winning the internal customer first builds trust that flows to the client.• Safety isn’t compliance... it’s culture. When people feel protected, they deliver better work.• In an industry built on specs and codes, experience becomes the real differentiator.• The Design Assist model brings collaboration early... design and construction working together for smoother CX.• Making your team the hero turns technical experts into brand storytellers.CHAPTERS00:00 Intro01:20 From marketing to construction CX03:00 Winning the internal customer05:10 Turning safety into company culture08:40 Customers notice when crews care11:30 Overcoming resistance to safety culture14:20 First Class Lounge – Norway, Japan, and sunscreen18:40 Bringing humanity to construction relationships20:40 Delivering CX through collaboration22:10 Design Assist and why it matters25:15 Speaking the language of the field27:30 How to connect marketing and field teams28:10 Where to find AlyssaGuest LinksAlyssa Staats on LinkedIn: https://www.linkedin.com/in/alyssafs/Society of Marketing Professional Services: https://www.smps.org/✈️ Explore MoreNewsletter: https://www.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. 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...Customer experience isn’t about buzzwords or awards...it’s about creating real value.In this episode, Jannecke Drangert-Hveding joins from Norway to challenge the CX world on what truly matters. From digital transformation to Nordic trust, from humble leadership to the balance of human and tech...she brings the hard questions and the honest answers.What you’ll hear in this episode:Why CX isn’t an “industry” but a way to solve real customer problemsHow Nordic cultures shape digital adoption...and where human interaction must remainThe role of trust in public and private sector experiencesWhy humility and alignment beat frameworks and job titlesThe future of CX as an integrated business strategy, not a bolt-on teamCHAPTERS 00:00 Intro & guest welcome 01:17 Should CX teams even exist? 04:30 Trade-offs and humility in CX leadership 05:41 Nordic culture, digital adoption, and saving time 07:30 Finding the right balance of digital and human 09:37 Why Nordic governments succeed with digital trust 13:25 CX without formal CX teams 17:56 First Class Lounge 22:07 CX as “training clothing”...action matters 25:04 The integrated future of CX 26:19 Where to find JanneckeGuest Links Website: https://customerc.no LinkedIn: https://www.linkedin.com/in/janneckedrangerthveding/Listen / Watch / Subscribe Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/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. 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...Trust may be Brazil’s CX superpower... but that’s just the start. Cami Ferreira brings more than culture insights. She brings a finance-first perspective that helps CX leaders finally speak the language of the boardroom. She shares how failures are fuel for better CX, why Brazil’s “Complain Here” platform changes accountability, and what it takes to transform a contact center into a profit center. Oh, and we still find time to talk coxinha, brigadeiro, and why salad remains a childhood trauma.What you’ll discover in this episode:Trust in Brazil as a competitive advantage that accelerates decisionsHow “Complain Here” created accountability and changed company reputationsWhy CX leaders need to stop sounding like toddlers and start speaking financeA 3-pillar framework for turning contact centers into growth enginesThe First Class Lounge: stars in Chile, cruises in Alaska, coxinha, brigadeiro... and no salads allowedCHAPTERS 00:00 Intro to Cami Ferreira 02:28 Brazilian culture, trust, and CX 05:26 Complaints in Brazil: Reclame Aqui 10:54 Finance as CX’s secret weapon 18:25 First Class Lounge 24:24 Learning from failures in CX 27:16 Turning contact centers into profit centers 29:28 Guest links & wrap-upGuest Links LinkedIn: https://www.linkedin.com/in/camilaferreiraglobal/ Long Live CX Book: https://amzn.to/4gEgOsv (affiliate link)Listen / Watch / Subscribe Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/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...How can a small CX team make a big impact inside a giant organization? CX Passport guest Helge Tennø says the answer is simple... hitch your wagon to something bigger.In this episode, Helge challenges CX from every angle. He questions whether “customer” is even the right word, brings anthropology into business, and shows how CX gains influence when human needs and business needs overlap. You’ll also hear about his love for ultra running, his dream of exploring Bangkok, and the pasta dish he cannot stop cooking.What you’ll hear in this episode:Why anthropology belongs in CX strategyThe danger of reducing humans to just “customers”Business design and the overlap of human and company needsWhy you might want to stop saying “CX” altogetherHow to move from engagement metrics to real learning and valueCHAPTERS 00:00 Welcome to Norway 01:34 Change workshops and the human at the center 03:32 Anthropology and ethnography in CX 06:25 Business design explained 10:10 Why sometimes you should stop saying “CX” 13:11 Is CX ripe for disruption? 14:55 From customer centric to system centric 16:10 First Class Lounge 20:13 Why tech transformations fail without the human 22:48 Hitch it to something bigger 25:01 Closing the gap between what vs. why 29:40 Where to find HelgeGuest Links LinkedIn: https://www.linkedin.com/in/helgetenno/ Medium: https://everythingnewisdangerous.medium.com/Want more CX Passport?...Newsletter: 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.