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
Mar 8, 2022 • 35min
RERUN "The one with the CX controversy" - Nic Zeisler E19
What's on your mind? Let CX Passport know...CX Passport is on Spring Break and heading to the mountains for a little skiing (actually snowboarding for the first time this year!) So to take a little break, I'm going to replay episode 19 with Nic Zeisler...the guest who definitely spends the most time in the mountains as compared to all my other guests. Enjoy...and CX Passport will be back next week!Oroginal show notes belowEpisode S1E19 welcomes Nic Zeisler of Zeisler Consulting http://zeislerconsulting.com/ and he’ll hit the controversy horn right off the top of the show. Find out why he’s telling companies they’re too focused on ROI. Nic challenges us to consider WHY we start customer experience work at all. Are we motivated for the right reasons? Nic tells why companies should stop trying to be Zappos...just be better than the DMV. We’ll talk about skiing in New Zealand and why it was important for both of us to make sure we flew on the 747 before she retires. He’s also the first guest that brought his own drink to the show’s First Class lounge. #respectHosted by Rick Denton, CX Passport, guides you through a conversation on customer experience and travel.
Mar 1, 2022 • 36min
"The one where she designs experiences at Cirque du Soleil…and beyond!" - Carolene Méli E54
What's on your mind? Let CX Passport know...Working in 17 countries! Designing experiences for Cirque du Soleil!More passports than one person can keep up with!🎤Learn about the globally nomadic life in “The one where she designs experiences at Cirque du Soleil…and beyond!” with Carolene Méli in CX Passport episode 54🎧🌊“Experiences are the Currents of Life"🌍Living the global nomadic life🔧Creative Experience design AND operational design create great experiences for every customer every time🛂How many passports can one person have?!👩🎨Working the front lines as the foundation for experience design🤹♀️Balancing operational excellence with culturally unique experiences in 17 countries😋How would YOU determine what Russian concession food should be?🍁"Oh yeah, I AM Canadian!" So many citizenships that it's hard to keep up with them all!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Carolene Méli: www.linkedin.com/in/carolenemeli/Website: carolenemeli.com/The Experience Creators Podcast:Apple: apple.co/3HnUu49Spotify: spoti.fi/3kIKQzg
Feb 22, 2022 • 37min
"The one with sake, churrascarias, CX controversies and 4 steps to CX glory" - Jimmy Hosang E53
What's on your mind? Let CX Passport know...🎤Come for the food & travel, stay for the customer experience wisdom in "The one with sake, churrascarias, CX controversies and 4 steps to CX glory" with Jimmy Hosang of The Modular Analytics company in CX Passport E53🎧🎭Another CX career launched from a performing arts background!🔊4 steps to insights and actions from the customer's ACTUAL voice😱Controversy alert!...Views on scripts in contact centers🎵What do Bono and the Edge have to do with contact centers?🤖ALEXA! - The voice experience bringing humanity to automation?🍣🍶A lost day...and night...in the food scene in JapanHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Jimmy Hosang: www.linkedin.com/in/jimmy-is-analytics/The Modular Analytics Company: www.tmac.ai/
Feb 15, 2022 • 32min
“The one with Human to Human banking” - Aarthi Murali E52
What's on your mind? Let CX Passport know...🎤Don’t just talk customer centricity…DO IT in “The one with Human to Human banking” episode 52 with Aarthi Murali of M&T Bank🎧🥰Humans serving humans✅How can you get CX "Front to Back" in your company😲Muscat, Oman y'all! Oman!🛒Becoming the Wegmans of Banking🧐How do you deliver community-based CX...at scale?🤘Nic Z...your fave topic makes an appearance!🦉Your customers don't compare you to your industry...they compare you to ALL of their experiencesHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Aarthi Murali: www.linkedin.com/in/aarthi-murali-0a6b90/M&T Bank: www3.mtb.com/
Feb 8, 2022 • 32min
"The one with the Dark Side of CX" - Mike Bartlett E51
What's on your mind? Let CX Passport know...🎤Discover the winning patterns of customer experience in “The one with the Dark Side of CX” CX Passport episode 51 with Mike Bartlett 🎧♟Linking chess and Customer Experience🧦Humans are pattern matching machines📕Michael's new book "The Dark Side of CX"🧠What is the psychology of a bad experience?✅Two Customer experience friction sources: Goal & Social🧭Traveling the tranquil Kent Downs🏫Customer experience and school districts?👩🎨Story telling and survival of the speciesHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Mike Bartlett: www.linkedin.com/in/michaelbartlettccxp/The Dark Side of CX - Available for purchase on Amazon
Feb 1, 2022 • 33min
"The one with the Customer Experience Field Manual” - Jeff Sheehan E50
What's on your mind? Let CX Passport know...Want to know how to ACTUALLY create a customer experience program? Trying to get out of the theory and into actual practical steps? Maybe a field manual?🎤So…At Ease! Hit download, leave a review and have a listen to “The one with the Customer Experience Field Manual” in CX Passport episode 50(!) with Jeff Sheehan🎧📚A DIFFERENT type of CX book📅Getting CX right in the new year💪Why Feb 13th is my favorite gym day of the year💖Stories = Sustaining 🚁He flew military helicopters all over the world!🔨🔧VOC = Listen, Learn, Act ("Kidneys & Corneas")🍺Raising a Guinness pint with William Dafoe in ThailandHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Jeff Sheehan: www.linkedin.com/in/jeffsheehancxbuilder/Jeff’s Book “Customer Experience Management Field Manual: The Guide For Building Your Top Performing CX Program”: https://amzn.to/3IwRcLT
Jan 25, 2022 • 32min
"The one with a ‘More Than Perfect’ cruise experience” - Paul Rutter E49
What's on your mind? Let CX Passport know...🎤Discover the CX of the Seas in “The one with a ‘More Than Perfect’ cruise experience” with Paul Rutter in CX Passport episode 49🎧🚢The number 1 CX lesson learned from a career at sea🐶How a dog called Fraulein got Paul into the cruise industry🤑Loyalty so strong that customers book the next trip BEFORE the current trip is over🙈Oh...you'll hear about clothing optional cruises too🤯Try delivering great customer experience when you LIVE with your customers😲Try delivering great customer experience when you live with your CO-WORKERS🌏A global cast of employees delivering experiences for a global passenger setHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Paul Rutter: www.linkedin.com/in/parutter/Website: www.paulrutterspeaks.comBooks: “You Can't Make This Ship Up: Business Strategies, Life Lessons, and True Stories from Forty Years at Sea”“Repeat Business Inc: The Business of Staying in Business
Jan 18, 2022 • 34min
"The one where Pest Control Saves Lives" Matt Beckwith E48
What's on your mind? Let CX Passport know...🎤Get amazingly emotional in “The one where Pest Control Saves Lives” with Matt Beckwith in CX Passport episode 48🎧🥰You MUST listen to the last story. Amazingly emotional story of impact🤗Contact centers going beyond just call deflection🏡Why Home Services is one of the most intimate CX industries📚Be the chief storyteller🧙♂️Don't be limited by (aka fooled by) generational stereotypes & urban legends🤔Do customers prefer digital or did we make it too hard for them to call a human?🔎Travel teaches you to look beyond what's in the foreground and observe the full local experience😲Knowing your customer saved a life!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Website: www.contactcentergeek.com and www.mattbeckwith.comLinkedIn: www.linkedin.com/in/matthewbeckwith/Twitter: @mattbikewith
Jan 11, 2022 • 32min
"The one where Design Thinking unlocks the creativity of your childhood" - Seda Alpkaya E47
What's on your mind? Let CX Passport know...🎤Join me in Turkey in "The one where Design Thinking unlocks the creativity of your childhood" with Seda Alpkaya on CX Passport episode 47🎧🎨Unlock the creativity of your childhood🌍Differences in CX across Turkey, UK and the globe👩🍳The recipe of Design Thinking and Customer Experience🔨Tactical toolsets and activities to start design thinking🤩Travel to Albania & Cuba!😋"Just about anything fried is good"✅How do you know if your company is culturally ready to do REAL design thinking?👏Turkish companies delivering outstanding Customer Experience🧠Design thinking vs regular ol brainstormingHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Seda Alpkaya: https://www.linkedin.com/in/seda-alpkaya/VOXAL Consulting: https://www.voxal.co.uk/
Jan 4, 2022 • 31min
"The one with igniting passion for Customer Experience in the Arab region" - Olga Budieri E46
What's on your mind? Let CX Passport know...🎤CX Passport episode starts 2022 off with a trip to Jordan(!) in "The one with igniting passion for Customer Experience in the Arab region" with Olga Budieri🎧🤸♀️More than CX...architect HUMAN experiences🌍 GLOCAL…Front line matters…especially a GLOBAL front line...UAE, KSA, Australia and beyond🙋♀️What is Voice of the Business?📈With MILLION of packages...successful CX must be scalable...so how?🦉Presenting solutions up front by predicting customer concern BEFORE customer contact🧳I love it when a guest answers "Which one?" when I ask about their trip to Dubai. 📱Difference of digital around across the globeHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Olga Budieri: www.linkedin.com/in/olgabudieri/
