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 4, 2022 • 34min
The one where he does B2B Customer Experience Better - Jim Tincher E85
What's on your mind? Let CX Passport know...🎤Find out how to do B2B in “The one where he does B2B Customer Experience Better” with Jim Tincher the author of “Do B2B Better” and Founder & CEO of Heart of the Customer in CX Passport episode 85 🎧 What’s in the episode?...✅Do B2B Better!🤗Hug your customers🤯Whaaaaa?! CX leaders who don't talk with customers?!🎉7 magic words to create impact in your CX initiatives🏃♀️Getting to actionable insights💡What REALLY matters to the customer🥰What does Customer Experience look like for a charitable organization?💭“But very few [CX Leaders] actually talked to a customer recently, which just blew me away. I asked people, “Well, when's the last time you talked to a customer?” “ Well, we did a survey last month.” “No, no, no, no, when's the last time you talked with a customer?” - JimHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:LinkedIn: www.linkedin.com/in/jimtincher“Do B2B Better” Book & Conference: www.dob2bbetter.comHeart of the Customer: heartofthecustomer.com
Sep 27, 2022 • 36min
The one with neurodiverse, patient and reimagined experiences - Shawn Nason E84
What's on your mind? Let CX Passport know...🎤Do you consider neurodiversity when designing experiences? There’s real opportunity in “The one with neurodiverse, patient and reimagined experiences” with Shawn Nason of MOFI in CX Passport episode 84🎧🎢Dollywood. Yes Dollywood gets experience design for neurodiversity right💡Reimagine experience ecosystems🎭Proving how backstage actions impact frontstage customer experiences⚡Get out there and BE with your guests, your customers, your members👉👉10:30-15:45 MUST Listen - The magic when experience design considers neurodiversityWhy is Patient Experience so 🤬up?!✅Action is not about metrics and reportingHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“You are amazed what it does when you don't have the ability to go into a restaurant. Because you don't know how your autistic child is going to behave. Or go on a vacation or go get their haircut. Because it's sensory overload for them, right?...so every place I go now I stop and think not just for him but for the whole neurodiverse community. How is this setup for them?” - ShawnEpisode resources:LinkedIn: www.linkedin.com/in/nasonshawnKiss Your Dragons book: shawnnason.com/kissyourdragonsMOFI: www.mofi.co
Sep 20, 2022 • 35min
The one with amazing fan experience at world famous events - Matt Lynch E83
What's on your mind? Let CX Passport know...🎤Get excited about the Euros, the NFL, the MLB in “The one with amazing fan experience at world famous events” with Matt Lynch of MoonShot in CX Passport episode 83🎧 What’s in the episode?...🤩World Famous Events. World Famous Fan Experiences💗Focus on purpose not function to create great experience👉World famous events understand the front line is their brand😋Jamón, olives and special potato chips🙌Making it fun for fan experience volunteers👷♀️Not just theory...getting dirty in operations and front lineHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“We'd much rather be on the ground, when the tournaments going on or at the Super Bowl, or at the MLB London series, or whatever the event is, and be a part of the volunteer experience or be a part of the frontline experience…Back in Super Bowl 5, in Atlanta, we're on the ground at two o'clock in the morning, usually, Super Bowl Sunday morning, we're the first people there to welcome our first teammates to the stadium. And that's a big deal….When it comes to the staff experience, the frontline teammate experience knowing that yes, we need to be there two o'clock in the morning to say good morning, have a cup of coffee or some doughnuts there for these staff” - MattEpisode resources:MoonShot: www.mshot.coMoonShot LinkedIn: www.linkedin.com/company/moonshotpurpose
Sep 13, 2022 • 34min
The one where he goes from insight to action - Ken Peterson E82
What's on your mind? Let CX Passport know...🎤DO something with your Customer Experience in “The one where he goes from insight to action” with ken peterson of QuestionPro in CX Passport episode 82🎧 What’s in the episode?...👟Beyond the fluffernutter of CX theory to ACTION🔨No tool is perfect...but tools DO matter👩🔧How to enable the front line through insights📄What does a GOOD survey look like?🧮You don't need a statistician to know what customer's think🙄Longer surveys diminish the customer's trust that you'll do anything with it🥶Dream Travel - Utqiagvik: The northernmost city in North AmericaHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“It's amazing how often the longer the survey, the less likely [the company will] do anything with it.” - Ken Episode resources:Northernmost city in North America: Utqiagvik, Alaska, USALinkedIn: www.linkedin.com/in/kenpetersonGet in touch with Ken: questionpro.com/kenQuestionPro: questionpro.com
Sep 6, 2022 • 30min
The one with the Co-creation for the Modern Union - Brian Elliott E81
What's on your mind? Let CX Passport know...🎤Get hyper-personalized in "The one with the Co-creation for the Modern Union" with Brian Elliott of Wove CX Passport episode 81 🎧 What’s in the episode?...🥰The Emotional Aha moment- A BEAUTIFUL heartfelt genesis moment for the company🧠Knowing your customers creates the opportunity💍Disrupting a hyper-fragmented jewelry industry...🧱...Especially an industry with huge barriers to entry⚡How did a couple of Army Rangers get into jewelry?✅The responsibility when the experience REALLY matters 🎬An intriguing approach to building trust in the experienceHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Each love story deserves a truly one of a kind product, and a one of a kind customer experience to match.” - BrianEpisode resources:Website: https://www.wovemade.comInstagram: https://www.instagram.com/wove_madeFacebook: https://www.facebook.com/wovemade/Company LinkedIn: https://www.linkedin.com/company/wovemade/Brian LinkedIn: www.linkedin.com/in/briancelliott
Aug 30, 2022 • 33min
The one where Red is the new green of KPIs - Cristina Popa E80
What's on your mind? Let CX Passport know...🎤Go beyond the bumper sticker CX in “The one where Red is the new green of KPIs” with Cristina Popa CX Program Manager at Philips in CX Passport episode 80🎧 What’s in the show?...👩🍳How do you blend process & customer experience?🔁Repeatability of great customer experiences⛔You don't change culture with a poster on the wall🏃♀️Getting from ivory tower ideas to front line execution💻Eindhoven as the Silicon Valley of Europe😋The wonderful blend that is Romanian food🎬Going beyond just a score. Action is what mattersHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Red is the new green in regards to KPI. So what that means is that if we don't have the courage to recognize where we are performing poorly, then we also cannot improve on it and make it better.” - CristinaEpisode resources:Cristina Popa: www.linkedin.com/in/cpopa1
Aug 23, 2022 • 36min
The one where they create a customer insights team from scratch - Jared Gebers & Audrey Anderson E79
What's on your mind? Let CX Passport know...🎤Learn about the creation and the impact of customer insights in "The one where they create a customer insights team from scratch" with Jared Gebers & Audrey Anderson of Republic Finance in CX Passport episode 79...🎧 What’s in the episode?...🚽Parking and Potties providing UX wisdom🔨How to build a CX insights team💪The power of the customer's "voice" changing internal mindsets🧐The UX Therapist - Talking about feelings👉Use their name!👸The Princess Bride makes an appearance!Hosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“I always feel like feelings really stick with people. That's the thing that sticks with them the longest. It's not…the button color is important, and how they got to us is important. But if they come to us, and they experience something really delightful, then it sticks” - AudreyEpisode resources:Website: republicfinance.comAudrey LinkedIn: www.linkedin.com/in/audrey-andersonJared LinkedIn: www.linkedin.com/in/jared-gebers-8362524
Aug 16, 2022 • 31min
The one with the burgers, the mojitos and the airline loyalty - Mark Ross-Smith E78
What's on your mind? Let CX Passport know...🎤Airlines, loyalty and good experience? It can happen. Find out in “The one with the burgers, the mojitos and the airline loyalty” with Mark Ross-Smith CEO of Status Match in CX Passport episode 78🎧 What’s in the episode?...🍜How do Customer Experience and Loyalty blend?😡If loyalty is so important to airlines, why is the customer experience broken?🦉Yugen - A key moment in travel customer experience😍He got to ride in the cockpit y'all!🍔🍹The two things that determine how great a hotel is🔧Solving a key pain point for airline loyaltyHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Whereas loyalty programs, especially in the last few years, have really come to the light because of the value that they bring airlines and the cash flow they generate. And what airlines are realizing is there's a link between really a great brand experience, the customer experience that goes with that and profitability out of customers. Funny enough, when people are happy, they spend more. Who would have guessed? <laugh>” - MarkEpisode resources:LinkedIn: www.linkedin.com/in/markrosssmithBlog: www.traveldatadaily.comWebsite: www.statusmatch.com
Aug 9, 2022 • 30min
The one with the BPO Brand Love- Jose Herrera E77
What's on your mind? Let CX Passport know...🎤Changing the BPO industry through employee experience and matching agents to brands they love in “The one with the BPO Brand Love” with Jose Herrera Co-Founder & CEO at Hire Horatio CX in CX Passport episode 77 🎧 What’s in the episode?...🧚♀️The disruptor's muse🔁Lack of consistency taking care of customers💗Matching BPO contact agents to the brands they love🤩Focus first on wowing employees👂A BPO partner as a source of VOC🌎Building your company in your homeland😎Why The Dominican Republic is a great place for businessHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“We focus first on wowing our employees, because in our experience, making sure that our employees are happy is also good for our customers.” - JoseEpisode resources:LinkedIn: www.linkedin.com/in/joseherrerapEmail: jose@hirehoratio.comWebsite: hirehoratio.com
Aug 2, 2022 • 33min
The one with customer experience for turbulent times - Mary Drumond E76
What's on your mind? Let CX Passport know...🎤”The one with customer experience for turbulent times” with Mary Drumond of Worthix in CX Passport Episode 76🎧 What’s in the episode?...💡Why Customer Experience is so important in turbulent times💪Impact over frequency☝The 5 drivers of a purchase decision🤢Why are so many surveys garbage!💔Not a fan of "romantic customer experience"Quit striving for the fancy, special experience...get the 🤬 basics right🏋️♀️If you can lift it, it's time to go heavierHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“What are the aspects of the experiences that they have with your company that are driving them to purchase because the most important moment is the decision to buy…That’s when it comes down to make the customer think yes, this is worth it? Right? Or no, this is not worth it. And in turbulent times, what you have is that decision is that much more precious” - MaryEpisode resources:LinkedIn: www.linkedin.com/in/marydrumondPodcast: voicesofcx.comCompany: worthix.com
