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

May 2, 2023 • 36min

The one with expanding representation & BPO partnerships - Megan Bassler VP Strategic Partnerships at OP360 E115

What's on your mind? Let CX Passport know...🎤🎞️Opening career doors and building communities in “The one with expanding representation & BPO partnerships“ with Megan Bassler VP Strategic Partnerships at OP360 in CX Passport E115🎧What’s in the episode?...CHAPTERS0:00 Introduction2:44 The partnership role and OP3604:29 Jet fuel for career learning - BPO industry9:00 Expanding representation and diversity in BPO leadership12:31 Practical tips for creating Communities18:36 AI and the BPO industry21:14 1st Class Lounge26:13 Keeping humanity in the AI and Digital solutions29:22 Equipping agents to successfully represent both brand and BPO33:15 Contact info and closingThank you, OP360 for your sponsorship of this episode. Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorshiphttps://www.ex4cx.com/blog/2023/3/3/if-i-would-have-them-on-my-show-for-free-i-might-as-well-get-paid-for-itIf you like CX Passport, I have 4 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Sign up for the weekly CX Passport newsletter www.cxpassport.com✅Leave a review on your favorite podcast site so others can find the show✅Share your thoughts about the episode in the commentsHosted by Rick Denton “I believe the best meals are served outside and require a passport”Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.comEpisode resources:Megan LinkedIn: https://www.linkedin.com/in/megan-lyn-vonderach/OP360: https://www.op360.com/CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

Apr 25, 2023 • 34min

The one with the customer first downs - Jeff Krogman SVP MasterCard E114

What's on your mind? Let CX Passport know...🎤🎞️Jeff Krogman of MasterCard explains getting it right for customers in “The one with the customer first downs” CX Passport Episode 114🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:34 Jeff’s role at MasterCard4:04 How to keep “non-customer” roles focused on the customer6:40 A wide spectrum of “customer” for MasterCard8:35 What does Voice of the Customer look like across a wide customer spectrum10:27 Listening to all B2B customer types12:35 Personalization with a spectrum of customers15:00 Creating what customers want17:13 1st Class Lounge Travel, Fun & Food22:48 Bringing customer and non-customer teams together25:41 Process. Process. Process…Getting the basics right for customers28:10 Addressing the challenge of payment industry newcomers31:26 Contact info and closingIf you like CX Passport, I have 4 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Sign up for the weekly CX Passport newsletter www.cxpassport.com✅Leave a review on your favorite podcast site so others can find the show✅Share your thoughts about the episode in the commentsHosted by Rick Denton “I believe the best meals are served outside and require a passport”Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.comEpisode resources:Jeff Krogman LinkedIn: https://www.linkedin.com/in/jeff-krogman-a30a6210/The Reluctant Traveler with Eugene Levy

Apr 18, 2023 • 36min

The one with the Changi experience - Andrew Tan Director Airport Ops Consultancy Changi Airport Group E113

What's on your mind? Let CX Passport know...🎤😲There's an open air pool at this airport! Andrew Tan Director Airport Operations Consultancy at Changi Airport Group in "The one with the Changi experience" CX Passport E113🎧What’s in the episode?...CHAPTERS0:00 Introduction3:41 Why is Changi so special to passengers?5:37 What makes an airline choose an airport?7:33 Why is customer experience at an airport vital?11:06 Your CX Passport Captain11:32 The airport attracts the community 13:26 What to do and eat in Singapore20:30 1st Class Lounge23:51 How to know what an airport really needs25:41 Contextualize technology in overall CX context30:20 The surprise delights 🏊at Changi33:20 Contact info and closingWant video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comHosted by Rick Denton “I believe the best meals are served outside and require a passport”Apple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Changi Airports International: https://www.cai.sg/Andrew LinkedIn: https://www.linkedin.com/in/andrewtan2000/

Apr 11, 2023 • 30min

The one with the beverage customer experience - Gabriela Amaral, Global Cust Satisfaction Manager - AB InBev E112

What's on your mind? Let CX Passport know...🎤🎞️“The one with the beverage customer experience” with Gabriela Amaral, Global Customer Satisfaction Manager at AB InBev in CX Passport Episode 112🎧What’s in the episode?...CHAPTERS0:00 Introduction2:58 From tech university degrees to leading global customer experience5:22 Creating great customer experience for B2B customers9:25 Your CX Passport Captain15:03 A taste of Brazil17:36 1st Class Lounge20:54 Creating a culture focused on CX in a results driven environment23:51 Blending human and digital in customer experience26:17 Growing the Brazilian customer experience community28:03 Contact info and closingHosted by Rick Denton “I believe the best meals are served outside and require a passport”Want video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: www.youtube.com/@cxpassportEpisode resources:LinkedIn: https://www.linkedin.com/in/gabrielaamarala/Instagram: https://www.instagram.com/gabrielaamaral.cxt/CX Leader - CX mentoring program: https://gabrielaamaralcxt.com.br/cxleaderMétodo CXGE, CX strategy and governance on-line course: https://gabrielaamaralcxt.com.br/metodocxge

Apr 4, 2023 • 30min

The one with the CX orchestration - Mark Slatin CX Advisor at EmpoweredCX E111

What's on your mind? Let CX Passport know...🎤🎞️“The one with the CX orchestration” with Mark Slatin, CX Advisor at EmpoweredCX in CX Passport Episode 111🎧What’s in the episode?...CHAPTERS0:00 Introduction2:12 Tangible experience in CX3:58 What’s the role of a CX leader?6:48 How to move customer experience initiatives forward…successfully9:19 Inspiring change using the customer’s story12:27 We’re still justifying the ROI of Customer Experience?16:38 1st Class Lounge20:11 How to get better at being tactical, not so esoteric with CX22:44 Why is Customer Experience/Service still SO bad?25:38 What are companies focused on in 2023?27:45 Contact info and closingIf you like CX Passport, I have 4 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Sign up for the weekly CX Passport newsletter www.cxpassport.com✅Leave a review on your favorite podcast site so others can find the show✅Share your thoughts about the episode in the commentsHosted by Rick Denton “I believe the best meals are served outside and require a passport”Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps Show notes and other helpful CX & Total VOC content at www.cxpassport.comEpisode resources:Podcast: The Delighted Customer Podcast https://www.empoweredcx.com/podcastWebsite & maturity experince assessemnt : empoweredcx.comLinkedIn: https://www.linkedin.com/in/markslatin/

Mar 28, 2023 • 33min

The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Dir, Global VOC & Omni at Foot Locker E110

What's on your mind? Let CX Passport know...🎤🎞️“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 closingHosted by Rick Denton “I believe the best meals are served outside and require a passport”Want video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassport#customerexperience #voiceofthecustomer #employeeexperience #retail #podcastHosted 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/

Mar 21, 2023 • 36min

The one with the Uber of BPOs - Claas van Delden, Chief Growth Officer for yoummday - E109

What's on your mind? Let CX Passport know...Today CX Passport begins video podcasting. Continue listening on your favorite audio apps...or head over to YouTube and subscribe to the CX Passport channel there to watch each episode youtube.com/@cxpassport🎤Customer & Employee experience transformation for BPOs in “The one with the Uber of BPOs” with Claas van Delden, Chief Growth Officer for yoummday in CX Passport E109🎧CHAPTERS0:00 Introduction2:10 An Uber-platform for BPOs?5:00 Why are BPOs ripe for disruption8:31 So why would this be better for customer experience?12:17 The best way to learn from front lines 16:05 A story of a client making immediate changes using real-time customer insight 17:36 1st Class Lounge21:59 How does this model help employee experience?25:20 Opening up opportunities for underserved talent communities26:40 How to equip a fully independent and remote talent base30:37 Learning from the global talent base33:20 Contact info and closingHosted by Rick Denton “I believe the best meals are served outside and require a passport”Want video? Watch & subscribe www.youtube.com/@cxpassportSign up for the weekly newsletter and never miss an episode: cxpassport.comApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:yoummday - www.yoummday.com

Mar 14, 2023 • 28min

The one with the better Crypto Customer Experience - Clemens Behrend of Web3CX E108

What's on your mind? Let CX Passport know...🎤Crypto and Customer Experience? You bet! “The one with the better Crypto Customer Experience” with Clemens Behrend of Web3CX CX Passport Episode 108🎧 What’s in the episode?...🤷‍♂️Why should Crypto and Web3 focus on customer experience?🚩How did customer experience observations show early red flags about FTX?💡Want to break into the crypto space as customer support? ⚠️Caution customers - If a company isn't treating CX right, they probably aren't treating their business right🍍Pineapple is a least favorite food?!💖How not to abandon the humanity with our digital solutions?Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“What's very often overlooked in all of these hyped up crypto projects, there are no names, or real persons. But customer experience is actually when you connect with people” - ClemensSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Web3CX: https://www.web3cx.io/LinkedIn: https://www.linkedin.com/in/clemensbehrend/

Mar 7, 2023 • 48min

The one with United Airlines Customer Experience - Bryan Stoller Global Head of Customer Care United Airlines E107

What's on your mind? Let CX Passport know...🎤Board a luxury, double aisle, supersized episode with Bryan Stoller, Global Head of Customer Care at United Airlines in “The one with United Airlines Customer Experience” CX Passport E107🎧 What’s in the episode?...⚙️How to prioritize the insights gained from the customer contact center👉What drove United's evolution beyond random call listening to deep contact insights?🤯Ahh flight benefits! Flying to Hong Kong just to attend a friend's party!💡A resolved experience makes for a good experience🔬Learn WHERE to hunt...then GO hunt!✅Unlocking insights by overcoming "internal thinking"😯Handling IROPs - Irregular OperationsHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Learn something from [customer] interactions TODAY...to help TOMORROW” - BryanSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassport#aviation #customerservice #insight #podcast #travelEpisode resources:Bryan Stoller LinkedIn: https://www.linkedin.com/in/bryanstoller/

Feb 28, 2023 • 31min

The one with the simplicity of CX - Evas Bazirakakye E106

What's on your mind? Let CX Passport know...🎤CX Passport’s first guest from Uganda(!) in “The one with the simplicity of CX” with Evas Bazirakakye, Customer Relationship Manager at Umeme🎧 What’s in the episode?...😊Simplicity is attractive...especially in experience👉The evolution of Customer Experience in Uganda💡Every interaction should create a memory...an experience📈Good experience = Good sales = Good business results😲Shocked to hear what some customers might do in reaction to a bad experience😍Elevating beyond customer experience to a social responsibilityHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“And I realized that if a business really focused on…ensuring customer focused, they're trying to provide a solution to a customer…what does the customer want? How can we better a customer, probably it would make more sales for their business and bring in more business” - Evas BazirakakyeSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Evas’ LinkedIn: https://www.linkedin.com/in/evas-bazirakakye-kizza-a327a424/

The AI-powered Podcast Player

Save insights by tapping your headphones, chat with episodes, discover the best highlights - and more!

Get the app