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 17, 2022 • 37min
The one with the digital irrelevance antidote - Howard Tiersky E65
What's on your mind? Let CX Passport know...🎤Get the fix for your Digital Transformation in “The one with the digital irrelevance antidote” with Howard Tiersky CX Passport Episode 65🎧🤨Does the term "Digital" matter anymore?💉What is the Irrelevance Antidote?🥥Why does a beach shack restaurant in Cozumel need to be Digital?✅The 5 steps to thrive in a digital world?😖A sad tale of a company with the antidote...but failed to use it🏌️♀️What does a hole in one tell us about Voice of the Customer?Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Winning Digital Customers: The Antidote to Irrelevance: winningdigitalcustomers.com/Howard Tiersky: www.linkedin.com/in/tiersky
May 10, 2022 • 34min
The One Where the Journey is the Truth - Jochem van der Veer E64
What's on your mind? Let CX Passport know...🎤Don't stop believin'🎵🎵🎵 and listen to "The One Where the Journey is the Truth" with Jochem van der Veer in CX Passport episode 64🎧🧭Not customer centric but Journey Centric😎How remote life created a family experience in Tulum Mexico👀Journeys should be managed like products🎨No end to end journey. It’s a collection of *many* customer journeys🤗Dad of the year!...This may be the winner to “The one item you won’t leave home without” question. 💪Overcoming resistance to changing journeys🤩The best work can be done wherever you areHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Jochem van der Veer: www.linkedin.com/in/jochemvanderveer/TheyDo: www.theydo.io/
May 3, 2022 • 33min
The one where she transforms lives…one customer at a time - Desirree Madison Biggs E63
What's on your mind? Let CX Passport know...🎤Head to Hawai’i to learn about CX, Coaching, Airbnb…and dial-up(!) in “The one where she transforms lives…one customer at a time” Desirree Madison Biggs CX Passport Episode 63🎧✅Where do you start a CX program? "Start where you can!"😍Living on the beach in Hawaii👩🍳The CX career Recipe - Fixing Things, Passion and Risk Taking🙋♀️What it's like to drive CX at Airbnb💡Do you want customer insight? "Go make friends with the support organization"👂Ever wonder what stories customer support hears at Airbnb?🤩The one most memorable Airbnb experience - Sonoma. Wow...people live like this?!💗How does a coaching practice and customer experience relate to each other?Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Desirree Madison-Biggs: www.linkedin.com/in/feedbackdiva/
Apr 26, 2022 • 32min
The one with the 3 P’s of CX - Laise Porto E62
What's on your mind? Let CX Passport know...🎤Discover why Customer Experience REALLY matters in Brazil in "The one with the 3 P’s of CX" episode 62 with Laise Porto🎧🌎How CX has changed in Brazil and Latin America😎You're gonna want to go to Bahia after this episode!👀Experience matters. Experience REALLY matters in Brazil.💰"CX Marketing" works in Brazil🍣The sushi culture is STRONG in Brazil😍Simple empathy on an airline going viral Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Laise Pôrto: www.linkedin.com/in/laiseporto/CX Conversations: www.cx-centric.com/events
Apr 19, 2022 • 33min
The one with CSX (Customer SERVICE Experience) - Alex Mead E61
What's on your mind? Let CX Passport know...🎤If Customer Experience is so broken, what’s the one thing to fix it? Find out in “The one with CSX (Customer SERVICE Experience)” with Alex Mead in CX Passport episode 61🎧😣What's wrong with customer experience today?☝What’s the 1 thing to fix it?🧵Two main threads of Customer Experience🤬Customer SERVICE Experience (CSX) is still so broken😲Fixing parcel delivery when 1 in 5 deliveries (20%!) resulted in a phone call🚚Living the employee's experience to understand customer experience👀SHOW leaders the actual customer experience🌍The evolution of customer experience across 30+ countries😎Ah...Grand CaymanHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources: Alex Mead: www.linkedin.com/in/alexmead/
Apr 12, 2022 • 30min
The one with the in-flight entertainment - Corinne Streichert E60
What's on your mind? Let CX Passport know...🎤Open that tray table, buckle that seat belt and watch a show in “The one with the in-flight entertainment” CX Passport E60 with Corinne Streichert🎧📺Starting an in-flight entertainment career 💰Customer Experience as a product🧳Working for an airline...Vegas for the weekend...from Australia?!🤗Customer Service as an empathetic career builder💻BYOD...will seat back entertainment go away?🎬How do airlines choose content for in-flight entertainment🧭Arrive at airport. Look at board. Choose where to go. Fun!👉Considering accessibility and global diversity with in-flight entertainment💭“You've got to know your customer. I think you have to build a product. You're not building it for yourself. You're not building it for your leadership. You're building it for your customers.” - CorinneHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:IFECtiv: www.ifectiv.aeroCorinne Streichert: www.linkedin.com/in/corinnestreichert
Apr 5, 2022 • 31min
"The one with the 1% Diamond Insight" - Gürol Kurt E59
What's on your mind? Let CX Passport know...🎤Head to Turkey for some wise insight in “The one with the 1% Diamond Insight” CX Passport E59 Gürol Kurt🎧👉Don't focus on NPS. focus on experience🌍Variance in NPS scores across geographies💁♂️Retail Self service appetite vs desire for assistance across the globe☕Urban vs rural approach to Customer Experience in Turkey🔧Don't worry about the score. Close the loop!✌Being a global tourist is one of the most important paths to peace🤩What it's like to live in Turkey, one of the most sought after tourist destinations in the world👂How to hear customers' voices BEYOND the surveyHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Website: alternacx.com/
Mar 29, 2022 • 35min
“The one with the CX Goalkeeper” - Gregorio Uglioni E58
What's on your mind? Let CX Passport know...🎤Find out how the “beautiful game” and Customer Experience go hand in hand in “The one with the CX Goalkeeper” CX Passport E58 Gregorio Uglioni🎧⚽How does football (soccer) explain customer experience?🤝It's not about B2B or B2C...it's H2H🤩Mauritius. Hawaii. Need I say more?🥅All players have the same goal...scoring a goal...even if not every player actually scores it🤣Lies our parents tell us - Green Spaghetti✅What does REAL "Transformation" look like?👂GO. SIT. LISTEN. Get next to your front line🔨Fix the basics. Then think about the WOW experiences💭“ I think quite a lot of businesses are dreaming of having customers like fans.” - GregorioHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:LinkedIn: www.linkedin.com/in/gregorio-uglioni/Website: www.cxgoalkeeper.comCX Goalkeeper Podcast: www.cxgoalkeeper.com/podcast
Mar 22, 2022 • 35min
"The one with the Minister of Happiness” - Faran Niaz E57
What's on your mind? Let CX Passport know...🎤Imagine what #CX would look like if a country had a Minister of Happiness? Hear about that happening in the UAE in “The one with the Minister of Happiness” with Faran Niaz in CX Passport episode 57🎧😲Imagine the leader of the country live tweeting their post office experience...and forcing CX change!📈Taking a bank from the bottom to the top of CX👂Talk with...and LISTEN TO...your front line! (without the supervisors)🔧Operational back end must be in sync with front end CX promises🎉Global Employee Experience differences matter - That San Antonio celebration may not play as well in Eastern Europe🧳Traveling to the Shire📸Faran's photography exhibited around the world!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Faran Niaz: www.linkedin.com/in/farann/
Mar 15, 2022 • 36min
“The one with #SheDrives, Chip Shortages and STUNNING Personalization” Hussein Dajani E56
What's on your mind? Let CX Passport know...🎤A return to the Middle East with fascinating stories “The one with #SheDrives, Chip Shortages and STUNNING Personalization” in CX Passport E56 with Hussein Dajani 🎧🏃♀️From royal decree to #SheDrives in 39 minutes!🤗Call it HUMAN Experience🙋♀️#SheDrives...the car, the family, the business...💻How the chip shortage affects CX🍕A pizza tracker for your car order!✨AMAZING personalization at the Ritz Carlton Abu Dhabi. Stunning! I'm floored!!!👉Want great CX...involve your Front Line!💭“We're not just after just a financial transaction...we're after winning the hearts and the minds of people rather than just winning a share of their pockets” - HusseinHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Hussein Dajanii: www.linkedin.com/in/hdajani/Hussein’s Channel: www.youtube.com/husseinmdajani
