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
Feb 21, 2023 • 32min
The one with the convergence of clarity and surprise - Jared Fink of Siegel+Gale E105
What's on your mind? Let CX Passport know...🎤Get beautifully designed Customer Experience in “The one with the convergence of clarity and surprise” with Jared Fink of Siegel+Gale in CX Passport episode 105🎧 What’s in the episode?...🥰"Designing something people love"👩🎨Humans are messy. How design for humans?✈️What makes a great travel lounge - from chaos to calm🔬"Beautiful simplicity is really hard to do"💹A great in-store retail experience WILL generate business results😍Moments of joy a great design can bring💡What impacts a board room? That real, in-home immersive customer researchHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“ But a lot of the work that's really enlightening, the stuff that shifts a boardroom, the stuff that really gets people to feel it is when you actually go and spend time with [people] and document it.” - JaredSign 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:Website: https://www.siegelgale.com/All social media: @SiegelGaleSushi documentary - Jiro Dreams of Sushi: https://www.imdb.com/title/tt1772925/
Feb 14, 2023 • 34min
The one with the patient choice awakening - Ben Seals CEO Thomas Eye Group S2E104
What's on your mind? Let CX Passport know...🎤There’s a revolution in customer experience coming “The one with the patient choice awakening” with Ben Seals, CEO of Thomas Eye Group in CX Passport episode 104. What’s in the episode?...🎧📞When your FIRST call teaches you to love to talk to customers💡When the CEO hears directly from customers❗Patient choice...it's real...it's now🧑⚕️Improving financial & MEDICAL outcomes through better patient experience🩺Patient experience is customer experience🍌"Banana pudding is my kryptonite"😲Whoa! Imagine handling the emergency call from a wife scared to death about her husband's immediate eye emergency💭“Giving that agent the tools and the skills to address the need is the responsibility of our leadership team in the organization.” - BenWant video? Subscribe at 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”Episode resources:Ben Seals LinkedIn: linkedin.com/in/bensealsThomas Eye Group: www.thomaseye.com
Feb 7, 2023 • 19min
The one where chatGPT visits CX Passport - E103
What's on your mind? Let CX Passport know...For the first time, I’m recommending you view this episode rather than listen to it. www.youtube.com/@cxpassport🎤Will there be a place for humans in Customer Experience? Find out in “The one where chatGPT visits CX Passport” Episode 103🎧 What’s in the episode?...(How I made this video is in the episode resources below)🤖Why get AI’s perspective on customer experience?😨Will Humans have a place?😠Why are companies continuing to provide poor customer experience?👉How can companies keep humanity in their customer experience?😋What’s chatGPT’s favorite food and where does it want to travel next?📈How would chatGPT prove the ROI of customer experience initiatives?Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Absolutely…I think there will always be a role for humans in customer experience. Technology is great for streamlining processes, but it can never replace the human element of customer service” - chatGPTSign 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:Website: chatgpt.comEmail: chatgpt@gmail.comTwitter: @chatgpt—chatGPT’s responses were prompted using the questions you hear in the episode fed into the OpenAI playground https://platform.openai.com/playground—The avatar was created using midjourney https://midjourney.com/—Videos were created with D-ID https://www.d-id.com/—Incredibly easy to make
Jan 31, 2023 • 32min
The one with the housekeepers' customer insight - Mike Kuenne S2E102
What's on your mind? Let CX Passport know...🎤Who knows the customer best? “The one with the housekeepers' customer insight” with Mike Kuenne in CX Passport Episode 102🎧 What’s in the episode?...🤔Why does experience matter if it's "just a product"💎A brand's place on the luxury spectrum🧹Who has the best customer insight at a hotel?👉The impact of expectations on experience👣No substitute for feet on the ground🏕️Tell stories🥰A heartwarming story of experience delightHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Your housekeepers, your night porters, your GSRs, your guest service representatives. Those are the people who know what's going on in the hotel. And probably most of all, especially in the extended stay segment, the housekeepers, they are interacting with the guests. They're in the guests' rooms, they truly understand what's going on.” - MikeSign 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:Kuenne Advisory: kuenneadvisory.com
Jan 24, 2023 • 35min
The one with the swear jar for the word 'survey' - Tanya Fowler S2E101
What's on your mind? Let CX Passport know...🎤Get the truth about building a full VOC program in “The one with the swear jar for the word 'survey'”🎧 with Tanya Fowler, Head of Customer Experience for FCT in CX Passport Season 2 Episode 101. What’s in the show?...🥇Tanya's first 5 minutes hold SO much VOC gold😍She's got the role ALL of us in Customer Experience want💡VOC isn't surveys. It's gaining customer insight!🎯The value and the risk of customer calls✈️Greece...the ultimate deposit in the travel memory bank💗A learner's heart👉Using VOC to build employee engagementHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“I just feel like as soon as employees feel the value that they deliver to the customers day to day, the sky's the limit. Employees will take care of your customers each and every time.” - TanyaSign 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:LinkedIn: linkedin.com/in/tanya-fowler-ccxp-3b2144a
Jan 17, 2023 • 40min
The one with the Hilton light and warmth of hospitality - Mike Gathright SVP Customer Experience Hilton E100
What's on your mind? Let CX Passport know...🎤Celebrate CX Passport’s 100th episode with the brilliant Mike Gathright Senior Vice President, Head of Customer Experience at Hilton in “The one with the Hilton light and warmth of hospitality”🎧What’s in the episode?...💡Protecting the contact center as a customer insight center created REAL product innovation results📈Recession solve? - Lean INTO the contact center don't lean away🎸WAY ahead of the trend for Work From Home🤗Being WFH doesn't mean employees don't want human interaction. An idea revealed…🧑🍳Choosing to merge digital and human experience…organizationally and functionally🙌Shout out to Kristiina Laur...for her light and warmth hospitality for Ukrainian refugees🔮What does 2023 look like for the Hilton Guest Experience?Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“If as a company you're not having a conversation about the data and the insights that come from your contact center, and how they can be a power and a force for your organization…you've got to start there. Because if you're trying to start from a position of, “We're just answering calls” then you're going to be on your heels from the get go.” - MikeSign 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:Hilton: www.hilton.comInstagram: @hiltonnewsroomTikTok: @hiltonLinkedIn: linkedin.com/in/mikegathright
Jan 10, 2023 • 44min
The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E99
What's on your mind? Let CX Passport know...🎤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” - StephanieSign 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:True Tales book web site: truetalestwa.comThe Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459
Jan 3, 2023 • 30min
The one where Oman is the Switzerland of the Middle East - Codin Caragea E98
What's on your mind? Let CX Passport know...🎤CX Passport’s first guest from Oman in “The one where Oman is the Switzerland of the Middle East” with Codin Caragea Chief Manager, Head of Customer Experience at Bank Muscat in Episode 98🎧 What’s in the episode?...⚡The energy comes from the demographics🧑🍳The daunting AND freeing nature of starting a CX program from scratch💡Need to understand the type of language a company speaks📈Business results for Customer Experience❓The reason behind the Customer Experience energy in the GCC🥩The joy of a good steak🙌Value in knowing your VOC complaintsSign up for the weekly newsletter and never miss an episode: cxpassport.com/#signupHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“This whole energy is somehow the foundation…Education is extremely critical here in the region. And they want to bring together all the skills and competencies in order to create a future that has the local flavor, but at the same time, is extremely future oriented.” - CodinApple Podcasts: http://bit.ly/applecxpassportSpotify: http://bit.ly/spotifycxpassportWeb: http://cxpassport.comYouTube: https://bit.ly/youtubecxpassportEpisode resources:Codin Caragea LinkedIn: https://www.linkedin.com/in/codin-caragea-aaa3ba1/
Dec 27, 2022 • 34min
2022 First Class Holiday Special - Great Former CX Passport Guests E97
What's on your mind? Let CX Passport know...🎤As we close 2022, CX Passport takes a break with the annual tradition of “The One with the 2022 First Class Holiday Special"🎧 Episode 97 (almost to 100!) Thank you to all of the great guests of 2022 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special?...Mary Drummond - USAGregorio Uglioni - SwitzerlandTroy Figgins - USALaise Pôrto - BrazilAarthi Murali - USAGeorges Essama - CameroonHosted by Rick Denton “I believe the best meals are served outside and require a passport”Sign 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
Dec 20, 2022 • 32min
The one where remote work is NOT one size fits all - Anne Bibb E96
What's on your mind? Let CX Passport know...🎤Talk global work from anywhere “The one where remote work is NOT one size fits all” with Anne Bibb of RemoteEvolution in CX Passport Episode 96🎧 What’s in the episode?...Not a one time WFH revolution...it's an ongoing evolution👂Work from Where? - Employees don't want to be told. Employees want to be heard🤗Going beyond EAP and having a psychologist on staff at the contact center!💡What does employee experience look like for the REMOTE team?✈️Do airport sounds and signs support ALL abilities? 👐How remote work affects DEI and communities of people differently💗Human ExperienceHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Before the Pandemic, people really had to fight to actually get to work remotely. It was a different conversation, wasn't it?...When I talked to clients [back then], it was that can't be done. That job can't be done remotely...The Pandemic removed the can't from the vocabulary, because everybody went home.” - AnneEpisode resources:LinkedIn: www.linkedin.com/in/annebibbCompany: RemoteEvolution.comSpeaking: AnneBibb.com
