
CX Passport
👉Love customer experience and love travel? You’ve found the right podcast, a show about creating great customer experience, with a dash of travel talk. 🎤Each episode, we’ll talk with our guests about customer experience, travel, and just like the best journeys, explore new directions we never anticipated. Listen here or watch on YouTube youtube.com/@cxpassport 🗺️CX Passport is a podcast that purposely seeks out global Customer Experience voices to hear what's working well in CX, what are their challenges and to hear their Customer Experience stories. In addition, there's always a dash (or more!) of travel talk in each episode.🧳Hosted by Rick Denton, CX Passport will bring Customer Experience and industry leaders to get their best customer experience insights, stories and hear their tales from the road...whether it’s the one less traveled or the one on everyone’s summer trip list. 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.ex4cx.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 passportMusic: Funk In The Trunk by Shane IversCX Passport is a podcast for customer experience professionals that focuses on the stories, strategies, and solutions needed to create and deliver meaningful customer experiences. It features guests from the world of CX, including executives, consultants, and authors, who discuss their own experiences, tips, and insights. The podcast is designed to help CX professionals learn from each other, stay on top of the latest trends, and develop their own strategies for success.
Latest episodes

Apr 8, 2025 • 25min
The one where she’s a diplomat - Deanna Stearns E211
What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one where she’s a diplomat” with Deanna Stearns in CX Passport Episode 211🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Deanna Stearns2:06 Why CX is all about connections and diplomacy5:28 Creating experiences customers actually want9:31 Turning customer insights into real business results12:24 Overcoming resistance to CX-driven change13:27 First Class Lounge: Travel, chocolate, and coffee17:25 The biggest mistake companies make in CX19:57 Starting a CX program from scratch22:40 What’s next for Deanna in CX23:49 Where to connect with DeannaIf 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:Deanna LinkedIn: https://www.linkedin.com/in/deannastearns/

Apr 1, 2025 • 27min
The one with XLAs - Doug Rabold E210
What's on your mind? Let CX Passport know...🎤🎞️“The one with XLAs” with Doug Rabold in CX Passport Episode 210🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Doug Rabold2:04 What are XLA’s and why do they matter?5:43 The difference between SLAs and XLAs7:32 How XLA’s improve both customer and employee experience11:32 Treating IT as a business, not just a function13:52 Real-world XLA success stories14:17 San Antonio’s hidden gem: The Cove15:24 First Class Lounge: Travel, food, and guilty pleasures21:00 Doug’s path from sales to IT leadership23:32 Why frontline agents must be more tech-savvy26:08 Where to connect with DougIf 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:Doug LinkedIn: https://www.linkedin.com/in/doug-rabold-itil-hdi/XLA Institute: https://xla.institute/

Mar 25, 2025 • 25min
The one with WFM - Irina Mateeva E209
What's on your mind? Let CX Passport know...🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Irina Mateeva2:07 Why workforce management is crucial for CX4:56 How WFM impacts both customers and employees7:34 The connection between WFM and employee burnout10:20 What companies get wrong about workforce management12:13 Customer experience in Bulgaria14:57 First Class Lounge: Travel, food, and unexpected favorites18:37 How Irina found her way into workforce management21:05 The role of AI and automation in WFM23:30 Where to connect with IrinaIf 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:Irina LinkedIn: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/RightWFM: https://rightwfm.com/WFM Unfiltered Podcast available on all your fave pod apps

Mar 18, 2025 • 36min
The one where he Disnefies Customer Retention - Vance Morris E208
What's on your mind? Let CX Passport know...🎤🎞️“The one where he Disnefies Customer Retention” with Vance Morris in CX Passport Episode 208🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Vance Morris1:34 The power of Disney’s systems in customer experience4:43 How systems create freedom for employees7:07 Applying big business lessons to small businesses10:16 Disnefying the mundane to create great experiences12:41 Turning a carpet cleaning business into a CX powerhouse13:39 Why Vance moved into coaching14:43 The cost of new customers vs. retaining existing ones17:25 College band life: Clamming to afford a hotel18:37 Marketing lessons from the band experience19:32 First Class Lounge23:41 The return to simplicity: Vance’s flip phone24:38 What price elasticity really means for CX26:53 How small businesses can justify higher prices29:19 Tactical steps to improve customer retention32:36 The power of personality in customer retention33:52 Where to connect with VanceIf you like CX Passport, I have 3 quick requests:✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com✅Leave a review on your favorite podcast appI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Web: deliverservicenow.com52 Ways To Wow Your Customers Without Breaking The Bank: wow52ways.com

Mar 11, 2025 • 22min
The one with behavior driven CX - Candy Kothmann Call Center Director at Texas Workforce Commission E207
What's on your mind? Let CX Passport know...🎤🎞️“The one with behavior driven CX” with Candy Kothmann Call Center Director at Texas Workforce Commission episode 207🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Candy Kothmann2:09 Delivering CX in a government agency3:50 Balancing efficiency and empathy in customer service7:47 Turning fear and frustration into a positive experience9:38 Handling crisis calls and law enforcement involvement12:07 First Class Lounge: Travel, Tex-Mex, and ballroom dancing16:32 How complaints drive process improvements19:18 Improving claimant and agent experiences21:12 Closing thoughtsIf 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

Mar 4, 2025 • 30min
The one with profits through consistency - Tucker Wakabayashi E206
What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one with profits through consistency” with Tucker Wakabayashi in CX Passport Episode 206🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Tucker Wakabayashi2:35 Growing up in a CX-focused household5:17 Choosing customer experience as a career8:06 Lessons from frontline and back-of-house customer experience13:23 How customer retention drives business results17:03 First Class Lounge: Dream destinations and favorite foods20:49 Creating dual experiences for different customers23:26 What companies get wrong about customer experience26:47 What’s next for Tucker in CX28:36 Where to connect with TuckerIf 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:Tucker LinkedIn: https://www.linkedin.com/in/tuckerwakabayashi/Dennis Wakabayashi’s CX Passport episode 68: https://www.buzzsprout.com/1736603/episodes/10653821

Feb 25, 2025 • 33min
The one with the climate of CX - Jeff Louden Digital Product Manager E205
What's on your mind? Let CX Passport know...🎤🎞️“The one with the climate of CX” with Jeff Louden Digital Product Manager at The Baldwin Group in CX Passport Episode 205🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Jeff Louden1:43 From CX Open to Work to New Job Success story2:30 What CX professionals should focus on in 20254:15 Gauging the climate of CX in your organization7:50 Navigating the open-to-work journey in a shifting CX landscape10:27 Overcoming the challenges of CX job titles and roles13:07 The "doesn't suck" standard for customer experience15:03 Understanding and adapting to organizational climates18:55 First Class Lounge23:25 Why bad experiences still happen in business26:07 Collaborating to overcome customer experience challenges29:02 Lessons for aspiring product managers31:27 Where to connect with JeffIf 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.ex4cx.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:Jeff LinkedIn: https://www.linkedin.com/in/jeffrey-louden/

Feb 18, 2025 • 34min
The one with the psychology of loyalty - Vinay Parmar E204
What's on your mind? Let CX Passport know...🎤🎞️“The one with the psychology of loyalty” with Vinay Parmar Speaker & Consultant in CX Passport Episode 204🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Vinay Parmar1:19 Why relationships matter more than products in CX3:25 The three types of customers: One-night stand vs. lifelong loyalty6:37 The role of trust in customer decision-making8:18 The psychology behind customer experience11:24 How emotions shape brand perception and loyalty12:37 Listening as the key to better business results14:20 The flaws of traditional voice-of-customer programs18:25 First Class Lounge22:35 How companies can truly understand customer emotions25:43 Turning insights into action inside a company29:06 Creating sustainable CX strategies through consistency32:06 Measuring what truly matters to your customers33:31 Where to connect with VinayIf 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.ex4cx.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:Vinay LinkedIn: https://www.linkedin.com/in/vinayparmar/Vinay website: https://vinayparmar.co.uk/

Feb 11, 2025 • 34min
The one with CX the customer would pay for - Karyn Furstman E203
What's on your mind? Let CX Passport know...🎤🎞️ “The one with CX the customer would pay for” Karyn Furstman Founder & CEO CustomersFurst in CX Passport Episode 203🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Karyn Furstman1:31 Lean Processes and CX: Why it matters3:40 Embedding CX into daily operations5:25 Involving leadership in CX transformation6:18 Where CX should live in an organization7:51 Avoiding the "CX as a project" trap11:13 How to succeed without a CX seat at the table14:20 Tying CX improvements to financial results17:21 The CX leader as an orchestrator19:52 First Class Lounge24:09 Creating real results as a CX leader27:16 Collaborating with the CFO on CX initiatives29:58 Leaving corporate America for consulting31:50 How to connect with KarynIf 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.ex4cx.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:Karyn LinkedIn: https://www.linkedin.com/in/karynfurstman/

Feb 4, 2025 • 32min
The one with the posture of learning - Jeff Harrell E202
What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one with the posture of learning” with Jeff Harrell in CX Passport Episode 202🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Jeff Harrell2:44 Why customer experience matters to Jeff5:24 Crafting relatable experiences with "Big Ass Runner"9:18 Building a podcast community through connection12:25 The power of feedback loops in content marketing16:28 Applying podcast lessons to CX and marketing17:30 First Class Lounge: Dream travel destinations24:20 Mistakes companies make in CX and marketing26:53 The importance of post-purchase experiences28:20 Jeff’s vision for his next content marketing role29:30 Closing thoughts and where to connect with JeffIf 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.ex4cx.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:Jeff Harrell Instagram: jeffharrellyoJeff Harrell LinkedIn: https://www.linkedin.com/in/jeffrharrell/Big Ass Runner podcast: https://podcasts.apple.com/us/podcast/big-ass-runner-trail-running-podcast/id1524865074