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
Jul 26, 2022 • 32min
The One With The Empathy And The Spreadsheet - Vaishali Dialani E75
What's on your mind? Let CX Passport know...🎤Work both sides of your CX brain in “The One With The Empathy And The Spreadsheet” Vaishali Dialani Head of Customer Experience at NOW Money CX Passport episode 75🎧 What’s in the episode?...🧚♀️The muse behind her pivot to Customer Experience🧠The right and left brain of CX🦉You have to unlearn in order to learn🚫Avoiding the dumping ground of Customer Experience🔊Use the Customer's Tone of Voice inside your own company😲3rd generation Dubai born and raised!🧼Getting out of the bubble to deliver diverse customer experiences👍Making customer lives simpler & happierHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“You have to unlearn a lot of things to be able to learn” - VaishaliEpisode resources:Vaishali Dialani: www.linkedin.com/in/vaishalidialaniNow Money: nowmoney.me
Jul 19, 2022 • 37min
The one with the Happiness of King’s Hawaiian - Troy Figgins E74
What's on your mind? Let CX Passport know...🎤Get ready to be hungry in “The one with the Happiness of King’s Hawaiian” with Troy Figgins, Director of Consumer Insights at King’s Hawaiian Bakery🎧 What’s in the show?...😎From a beach side store to a nationally loved brand - The Spirit of Aloha🍔SLIDER SUNDAYS!!!🔍Growth of brand through a maniacal focus on needs of the customer and consumer😍The audacity of Happiness as a Brand Promise🏃♀️Going from esoteric brand goals to real actions🎵A hidden karaoke bar in Tokyo👂Creating, listening to and learning from a consumer community...and then acting on itHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“As a brand, we just, we feel like the world would be a better place, if you will, if more people got together more often with the people they care about, because there's just so much human benefit in getting together with the people you love over food. And we're like, Man, that's a great place for a brand to be like, why not?” - TroyEpisode resources:Troy Figgins: www.linkedin.com/in/troyfigginsTroy Figgins Twitter: @troyfigginsKing’s Hawaiian: kingshawaiian.com
Jul 12, 2022 • 26min
SUMMER VACAY RERUN - "The One With The Sunday Sickness Cure" E6
What's on your mind? Let CX Passport know...Summer brings out the vacay in this podcast host so I'm bringing out one of the EARLY episodes out of the vault. Enjoy!Episode 6 of CX Passport brings us Anne Witherspoon whose super power is "Outside In Thinking". While we discuss our shared appreciation of the wisdom of the "philosopher" Matthew McConaughey, Anne also brings us her wisdom around how influential employee experience is to creating great customer experience. How CAN we avoid "Sunday Sickness"? We also talk about companies that fail to consider the CUSTOMER'S experience when designing customer experience. Interesting twist there for sure. Other topics to explore are "psychological safety" at work and getting teenagers out of bed for a hot air balloon ride. Not sure how those exist in the same episode? Take a listen to Episode 6 with Anne Witherspoon.
Jul 5, 2022 • 32min
The one where memories matter - Gus Imhof E72
What's on your mind? Let CX Passport know...🎤The experience doesn’t matter?! Interesting. Find out more in “The one where memories matter” CX Passport episode 72 with Gus Imhof 🎧 What’s in the show?...💡Surveys aren't dead. Bad surveys are dead.🧠Design your experience for memorability🤠The family ranch in Brazil!🐍The risk of survey scope creep👷♀️If you ask, you better DO something about what you learn⛔Don't force the customer into telling you about something they don't care about😣Why would you ask for NPS at the DMV?!?!💭“The reality is…customer experience does nothing for your business. The experience your customer has with your brand does not impact your bottom line. What impacts your future performance is what they remember from those experiences.” - GusHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Master's Thesis 2019 in the International Journal of Market Research “The Dawn of CX Metrics” journals.sagepub.com/doi/abs/10.1177/1470785319848955Gus Imhof: www.linkedin.com/in/gustavoimhofWeb site: cxahead.com
Jun 28, 2022 • 35min
The one with the Chief People Officer and the King of CX - Esra Beyzadeoğlu & Buğra Asfuroğlu E71
What's on your mind? Let CX Passport know...🎤How do you stay on top in Turkey when your market share is threatened by the world’s largest ecommerce brands? Find out in “The one with the Chief People Officer and the King of CX” with Esra Beyzadeoğlu & Buğra Asfuroğlu of Hepsiburada in CX Passport episode 71 🎧 What’s in the episode?…💡Nice! The benefit of the Chief People Officer and Leading Customer Experience in one role✅When the Chairwoman of the company says "The Customer is at the Core"📲The strength of the Turkish eCommerce culture🥰How to differentiate when Amazon and Alibaba come to your market👂Using Voice of the Customer to choose the right initiative🦈WHAAA?!?!?!? Cage diving with sharks?💞Unifying customer experience across all of a company's brands💭“We should always start by looking at the impact of whatever we do to the result of our customer experience and create the training and conduct the transformation programs, putting the customer at the heart of everything.” - EsraHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Hepsiburada: www.hepsiburada.com/
Jun 21, 2022 • 32min
PRIDE Rerun - The one with Return on EQUALITY - Todd Sears E13
What's on your mind? Let CX Passport know...In honor of Pride month, CX Passport shares an important rerun...🎤Truly a DO NOT MISS episode (E13) of CX Passport with @Todd Sears of @OutLeadership "The one with Return on EQUALITY"🎧🌈Why would HSBC change the lights on their famous Hong Kong building for the first time in 37 years?🏳🌈💥💓At 28:32, your host experiences a massively impactful teachable moment💰When doing what’s right for society is right for business🧐”Leveraging difference” as opposed to “managing diversity”🌍An open VIP invitation to Montenegro🔜You don’t HAVE to change...but in business, survival is optional#diversity #equality #prideHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“...describes the concept of leveraging difference versus managing diversity. The idea of managing diversity is that it's a problem to be solved, and it's only focused on those six areas of visible difference. It's just stuck in HR and has no business connectivity versus leveraging difference which is an opportunity, not a problem. You're focusing on all elements of difference, not just inherent diversity, but acquired diversity, cultural fluency, your background, your experience, all the things you as a human bring to an organization, and it's tied to business outcomes.” - Todd
Jun 14, 2022 • 34min
The one with the kryptonite of Voice of the Customer - Lisa Nance E69
What's on your mind? Let CX Passport know...🎤Learn what 40 years of customer experience in banking can teach in “The one with the kryptonite of Voice of the Customer” with Lisa Nance in CX Passport episode 69 🎧🍕What is the BIGGEST disruptor to customer experience overall and banking in general?👉Before the label of CX...we were still doing customer experience🤗Hug your haters🤬What's the Kryptonite of VOC? Asking...but then not acting🧳Understanding your travelers as inspiration for understanding your banking customers🧍♀️🧍♂️🤖You MUST have both human AND tech in your experience🎧Your front line is one of the BEST sources of Voice of the Customer💭“You can't deliver great CX if your employees are grumpy” - LisaHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Lisa Nance: www.linkedin.com/in/lisanance29
Jun 7, 2022 • 31min
The one with the Dashers vs Defenders - Dennis Wakabayashi E68
What's on your mind? Let CX Passport know...🎤Want to know how to ADVANCE Customer Experience? Find out in “The one with the Dashers vs Defenders” from Dennis Wakabayashi CX Passport Episode 68🎧👨🏫Adaptive Learning - "Normalize Failure...Normalize Risk"✨BREAKING NEWS - "CX Undercover" coming out this summer!😲Get the popcorn ready. We do it. We bring up the CX Influencer Debate👉It's been true. It is true. It will be true. The front line is the epicenter of customer experience🍸A Crazy Bar Story in Tokyo🦺No safety in CX? - Dashers vs Defenders😵A Siberian Diamond Mine as the dream place to travel next?👀Head to 25:10 to learn about The Efficiency of CX💭“Every time you see an influencer, what you're seeing is someone trying to bring their art to business” - DennisHosted by Rick Denton “I believe the best meals are served outside and require a passport”Episode resources:Twitter @voiceofCXInsta - @WhatIsDennisDoingDennis: denniswakabayashi.comDennis’ Team: teamwakabayashi.comThe Siberian Diamond Mine - Mir Mine: en.wikipedia.org/wiki/Mir_mineInfluencer Management: heartbeat.com
May 31, 2022 • 32min
The one with salty client honesty - Michael Hinshaw E67
What's on your mind? Let CX Passport know...🎤Find out what what REALLY motivates a customer experience program in “The one with salty client honesty” with Michael Hinshaw of MCorpCX CX Episode 67 of CX Passport🎧🌾Trading grain as a career pathway to Customer Experience?💡Bonus episode insight - free patent process wisdom👉"Technology won't fix it"😲Salty client honesty about "that customer centricity thing"💰Why Incentives and incentives REALLY matter🚗Why test drives are not encouraged in Kuwait👀Value comes in 3 primary areas. Focus THERE for CXHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:MCorpCX: www.mcorp.cxEmail Michael: mhinshaw@mcorp.cx
May 24, 2022 • 34min
Vacay RERUN - The one with all the gold dust - Gavin Scott E32
What's on your mind? Let CX Passport know...Your travelin' host will be in Costa Rica so I'm offering up a rerun this week with the amazing Gavin Scott. Enjoy!Get all sorts of Customer Service gold dust from Gavin Scott. Learn about the 5 key areas for delivering great customer service. Gavin, through storytelling and wisdom, shares his gold dust for customer experience and customer service throughout the episode. Understand why storytelling matters...and how grandads tell great stories! Why does the “Next Play or Customer Next” attitude help customer service agents succeed?Do you realize how reffing soccer (or football for my global friends) and customer experience are related?Hear about an amazing experience at the Ritz Carlton Sharm El Sheikh in Egypt that cemented a lifetime customer. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Gavin Scott: www.linkedin.com/in/gavinscottltd/Web: gavinscott.meBook: Finding Gold Dust: How to Create Exceptional Customer ExperiencesPodcast: Customer Service Gold Dust gavinscott.me/podcast/
