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

Oct 3, 2023 • 30min

The one with the handwritten note - Rick Elmore, CEO Simply Noted - E135

What's on your mind? Let CX Passport know...🎤🎞️“The one with the handwritten note” with Rick Elmore CEO Simply Noted in CX Passport Episode 135🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction2:33 Genesis of Simply Noted7:00 What if they know it’s a machine?9:36 Personal connection equals business results13:17 Overcoming resistance15:15 How his athletic career (NFL, y’all!) influences his corporate career17:33 1st Class Lounge22:10 Getting customer feedback26:00 Making high touch highly scalable28:14 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Simply Noted: https://simplynoted.comLinkedIn: https://www.linkedin.com/in/rick-elmore/

Sep 26, 2023 • 35min

The one where he goes beyond CX - Vimal Rai Managing Partner, Commercial Excellence Partners E134

What's on your mind? Let CX Passport know...🎤🎞️He is DONE with CX! Go beyond “The one where he goes beyond CX” with Vimal Rai Managing Partner, Commercial Excellence Partners in CX Passport Episode 134🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction3:05 The broken aviation industry8:55 Why Brussels Airport is a great customer experience13:00 He is DONE with customer experience17:45 Contrasting Singapore and Dubai23:03 1st Class Lounge28:30 The emotional (revenue driving!) impact of customer experience32:03 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Vimal LinkedIn: https://www.linkedin.com/in/vimalrai/

Sep 19, 2023 • 28min

The one with AI – Ben Wright, Co-founder Jiffy E133

What's on your mind? Let CX Passport know...🎤🎞️“The one with AI” – with Ben Wright, co-founder of Jiffy in CX Passport E133 🎧 What’s in the episode?...[00:00] Introduction[03:40] The shifts in AI and its role in customer support[07:09] Prioritizing customer experience[11:48] Select tools based on business principles, not just AI[13:27] 1st Class Business Lounge[20:33] How AI elevates support roles[23:23] Staying up-to-date with the latest tools[25:50] Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesEpisode resources:LinkedIn: https://www.linkedin.com/in/benji-wright/

Sep 12, 2023 • 31min

The one where he elevates – Wes Dudley, VP Customer Experience at Broad River Retail E132

What's on your mind? Let CX Passport know...🎤🎞️Bringing Customer Service to a new level in “The one where he Elevates” – with Wes Dudley, VP of Customer Experience at Broad River Retail in CX Passport E132🎧 What’s in the episode?...[00:00] Introduction[02:41] Applying AI to enhance customer experience[04:41] Onboarding and training to help equip people with AI[07:22] Ensuring that we don’t lose the human aspect of CX[13:11] Stepping into a new CX leader role[15:45] 1st Class Business Lounge[20:44] How to help equip the frontline to co-create customer experiences[26:37] Addressing challenges with buy-in from CX ideas[29:16] Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: https://www.linkedin.com/in/wesdudley

Sep 5, 2023 • 33min

VACAY RERUN - The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Director, Global VOC & Omni | Foot Locker E131

What's on your mind? Let CX Passport know...CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?...CHAPTERS0:00 Introduction2:50 What a Customer Experience role should be3:41 How do you act on what you learn from the customer?8:49 Your CX Passport Captain9:15 Stacking wins on wins -The Foot Locker customer experience journey14:43 How to learn from and deliver for a global customer experience 17:53 1st Class Lounge21:15 Creating actual business results from voice of the customer24:36 How to get customer insight from the front line employee26:50 Using Voice of the Customer to celebrate employees | Video celebrations31:07 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: https://www.linkedin.com/in/tyler-saxey-45968923/Foot Locker: https://www.footlocker.com/

Aug 22, 2023 • 43min

VACAY RERUN - The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E130

What's on your mind? Let CX Passport know...CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?...😬Ummm...flight attendant...have you seen my pants?🤯Weight checks? Girdle checks?!...at work?!😋Getting a cooked to order medium rare steak on a flight?😲You'll be SHOCKED how they handled a cigar on a flight!💡Flight attendants - "We were some of the first feminists"😳Steamy thoughts with 007☝️The one thing you should do to get on a flight attendant's good side😶What happens on an overnight, stays on an overnight🤩Beluga caviar from Iran…as an in flight appetizer?!💭”It's a flight attendant. What can I say, we always find the best places” - StephanieIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:True Tales book web site: truetalestwa.comThe Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459

Aug 8, 2023 • 38min

The one with elephant level emotional intelligence – Sandra Thompson, Founder Ei Evolution E129

What's on your mind? Let CX Passport know...🎤🎞️The one with elephant level emotional intelligence – with Sandra Thompson, Founder of Ei Evolution in CX Passport E129🎧 What’s in the episode?...[00:00] Introduction[02:09] How Sandra first got into emotional intelligence[05:35] The theoretical versus practical aspect of EI[11:10] An example of customer experience that needed a great level of EI[18:54] Keeping the humanity aspect of customer experience and the service design[23:40] 1st Class Business Lounge[28:16] If you want to grow your EI skills, where do you get started?[32:01] How to help foster growth of EI in your own team[36:17] Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Website: www.eievolution.comLinkedIn: https://www.linkedin.com/in/cxeisandra/ Emotional Intelligence 2.0 (where you get the code and can measure your existing Ei levels): https://www.amazon.co.uk/Emotional-Intelligence-2-0-Travis-Bradberry/dp/0974320625 The Emotional Culture deck: https://www.ridersandelephants.com/the-emotional-culture-deck

Aug 1, 2023 • 36min

The one with the CX hot roll - Eli Weiss, Sr Dir Customer Experience | Jones Road Beauty E128

What's on your mind? Let CX Passport know...🎤🎞️Be encouraged! CX is on fire🔥 “The one with the CX hot roll” with Eli Weiss, Sr Director Customer Experience | Jones Road Beauty in CX Passport Episode 128🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction2:32 A customer experience renaissance4:29 Why are Customer teams under threat today?8:08 The core role of a customer leader10:45 How to listen to D2C customers17:10 Moving to action19:25 Travel stories show the heart of customer experience23:09 1st Class Lounge27:50 Maybe Zappos shouldn’t be the *pinnacle* of customer experience32:23 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Web: eliweisss.comJones Road Beauty: https://jonesroadbeauty.com/

Jul 25, 2023 • 32min

The one with the CX Feng Shui - Claire Boscq, BizShui Creator E127

What's on your mind? Let CX Passport know...🎤🎞️“The one with the CX Feng Shui” with Claire Boscq, BizShui Creator & Keynote Speaker in CX Passport Episode 127🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction2:33 BizShui, FengShui and Customer Experience4:50 How convince others of the value of BizShui7:03 How did Claire's Disney experience set the stage for great CX?13:00 Fabulous and 50! Campaign18:10 Customer Experience and Dubai, UAE21:40 1st Class Lounge26:29 Helping leaders create great employee experience28:56 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Website: claireboscq.comYouTube: www.youtube.com/@ClaireBoscqLinkedIn: www.linkedin.com/in/claireboscq/

Jul 18, 2023 • 32min

The one with the real results - Neha Dutta VP Digital Client Success Lead at EXL E126

What's on your mind? Let CX Passport know...🎤🎞️“The one with the real results” with Neha Dutta – Vice President for Digital Client Success Lead EXL in CX Passport Episode 126. What’s in the episode?...🎧CHAPTERS0:00 Introduction04:41 Customer experience process improvement. 06:01 Why is customer service so bad right now?11:08 Elevating women in leadership.14:21 Neha’s tips for exploring Gurgaon, India. 17:10 Embracing technology in India. 18:22 1st Class Lounge.22:34 AI and job enhancement. 27:28 Going beyond just giving companies a technology solution.29:54 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: https://www.linkedin.com/in/neha-dutta-5303a18

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