CX Passport

Rick Denton

👉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.

Episodes

Mentioned books

Aug 19, 2025 • 30min

The one with the 3 values - Michel Stevens E227

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

Aug 12, 2025 • 35min

The One With the (CX) Pet Shop Boys - Scott Lee Holloway E226 Greatest Hits

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.

Aug 5, 2025 • 25min

The One With The Seat At The Table - Kate Guenther E225

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.

Jul 29, 2025 • 38min

The one with the CX maven - Sarah Hatter E224 Greatest Hits

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.

Jul 22, 2025 • 35min

The One With The Neuroscience of Trust - Tim McCleary E223

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.

Jul 15, 2025 • 34min

The One With CX in Ghana - Kojo Hayford E222 Greatest Hits

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.

Jul 8, 2025 • 31min

The One With The 9X ROI - Dave Seaton E221

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.

Jul 1, 2025 • 34min

The One With the AgileCX - Lauren Feehrer E220 Greatest Hits

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.

Jun 24, 2025 • 28min

The One With The Culture Shock Absorber - Eric Stone E219

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.

May 27, 2025 • 30min

The One With The AI Readiness Truth - Fred Stacey CEO Cloud Tech Gurus E218

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/

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