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
Dec 28, 2021 • 28min
"The one with the Holiday First Class Lounge Collection (Part 2)" - Various E45
What's on your mind? Let CX Passport know...🎤 “The one with the Holiday First Class Lounge Collection (Part 2)”🎧 CX Passport. Still on a holiday break but hope you enjoy this compilation of First Class Lounge snippets.Thank you to all the listeners and supporters of CX Passport. Thank you for your input and your reviews. I hope everyone has a wonderful close to 2021 and Happy New Year!Enjoy this compilation of great First Class Lounge visits with Santhakumaran Atmalingam, Brooke Bayer, Sebastien Munar, Gavin Scott, Shep Hyken, Jo Boswell…and the only person who brought his own drink to the First Class lounge…Nic Z. For those just getting started…have a listen to this holiday treat but then peruse the back catalog. Subscribe, download, tell a friend and leave a review…as that’s the best way to share CX Passport.
Dec 21, 2021 • 25min
"The one with the Holiday First Class Lounge Collection (Part 1)" - Various E44
What's on your mind? Let CX Passport know...🎤 “The one with the Holiday First Class Lounge Collection (Part 1)”🎧 CX Passport takes a break but wouldn’t leave you without an episode.Enjoy this compilation of great First Class Lounge visits with Sharon Boyd, Todd Sears, Julie Cockerill, Erik Lautier, Katie Stabler & Katie MillerHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
Dec 14, 2021 • 39min
"The one with First, Better or Different" - Mike Verret E43
What's on your mind? Let CX Passport know...📢Mike Verret gets to the root of personal and brand messaging and how that influences overall customer experience.💪Be First, Better or Different🐴Eeyore and 🤖Optimus Prime are the same voice?!?!?🏈How are an American football lineman and great CX so similar?🌏Traveling with Hasbro across the globe!💡Highlight the problem you solve before describing the solution100% of it is important to you…but only 3-5% of that is important to your customer audienceHosted by Rick Denton “I believe the best meals are served outside and require a passport”💭“Your business and the way you think about it is not the way your audience is going to be thinking. So think of it as 100% of what's important to you…3 to 5% of that are important to your audience. ” - Mike
Dec 7, 2021 • 31min
“The one where CX is Yoga” - Jay Thattai E42
What's on your mind? Let CX Passport know...🎤“The one where CX is Yoga” Twist your mind instead of your body today and grab today’s CX Passport episode 42 with the excellent Jay Thattai🎧🧘♀️3 Stages of Yoga = 3 Stages of Customers🏋️♂️Neither CX nor 6 pack abs happen overnight😲You'll be stunned by this trip to Thailand (Chaing Mai)💞The "Soulful" nature of reviews🔨The #1 tool for customer experience...it's NOT what you think🐼Kung Fu Panda makes an appearance!🏪Buy from your own storeHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Jay Thattai: www.linkedin.com/in/jay-thattai-8a30825/
Nov 30, 2021 • 31min
"The one with VOC...Voice of the Candidate" John Bradley E41
What's on your mind? Let CX Passport know...When we think of VOC, we often think of Voice of the Customer. But when you talk with talent acquisition leaders, it means something completely different. Learn all about Candidate Experience and Voice or the Candidate from John Bradley of Albertsons. 💡Nobody even said "Candidate Experience" 10 years ago🤷♂️Why does Candidate Experience matter?🎵The Zune...yes the ZUNE makes an appearance!😣How does an ATS make a candidate feel?🛒Find out why John was destined to work in the grocery industry👩💼Don't forget Hiring Manager experience👻No ghosting. Keep 'em informed. 📈Better business thru VOC...not customer...Voice of the Candidate🚢Cruising at the Chef's TableHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:John Bradley: www.linkedin.com/in/johnbradleyiiiAlbertsons: www.albertsons.comAlbertsons Careers:www.albertsonscompanies.com/careers/en/our-companies/albertsons.html
Nov 23, 2021 • 34min
"The one where there is no one ideal customer" Elaine Lee E40
What's on your mind? Let CX Passport know...When you’ve been a part of the CX community for decades, you know what matters most. Today’s guest, Elaine Lee, shares her thoughts on how to really understand your customer. Stop treating them like averages, or ideal customers, and instead get to really know your customer.👨🔬Don't average your customer out into an amorphous blob🗣TALK to your customer...no really TALK to your customer📞Contact centers are undervalued🙉There's no hiding from the customer when you listen to them👂The value of call listening sessions🙅♀️There is NO such thing as an ideal customer🎨Design a VOC program where a customer WANTS to give you their voice🛴Be a traveler in your own city🏡Staying with families on a trip CubaHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Elaine Lee: www.linkedin.com/in/elaine-lee-8080742Website: www.reynoldsbusbylee.com
Nov 16, 2021 • 33min
"The one where we Start Reverse" Andre Wiringa E39
What's on your mind? Let CX Passport know...What if you turned experience, leadership, talent upside down? Find out the greatness that creates in today’s episode with Andre Wiringa of Start Reverse. 🔀What does Start Reverse mean?🧑We're bringing human back. Yeah!🥰Dunes. Wandering. National Forests. REAL emotions of laugher and tears. THIS is the way to do a leadership retreat!😲🤩🛬 Private jet landing on the beach in Australia 🤗Leadership that lets people be themselves🎭👩🎤👨🎤Casting - A NOVEL way of talent acquisition🧳Travel changes your approach to CX🔻Invert the org chart⚽Words have impact Supervisors will supervise but coaches will coach🤝When delivery and consumption of experience happen at the same time🥶North Pole dreamingHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Andre Wiringa: www.linkedin.com/in/andrewiringaStart Reverse: startreverse.com
Nov 9, 2021 • 31min
"The one with the Mad Max world of travel today" Mindy Lentz E38
What's on your mind? Let CX Passport know...Contact center agents, especially those in hospitality, are on the front lines of the Max Mad world of travel we live in today. How can we help those agents? Find out from Mindy Lentz, Director of Customer Care at Hilton, in today’s episode.🙄🤬🙄The plague of Adult Temper Tantrums🦸♀️How to be the superhero that saves their day😍🧳Hiring passion for what your brand offers😲🤑A FANTASTIC employee discount program🤗😣Solving for "Service Fatigue"🚗🔥The Mad Max of Travel today 👻Fave Ghost tours!💞Keeping remote agents engaged -Not how are you but how ARE you🦈Is that a shark?!?!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Mindy Lentz: www.linkedin.com/in/malindalentzHilton: www.hilton.comHilton Careers: jobs.hilton.com
Nov 2, 2021 • 31min
"The one with People Dependent Return on Investment" Cristina Herrera E37
What's on your mind? Let CX Passport know...We continue to live in a world of change. It was there before. It is here now. It will be there in the future. So if that’s the case, why do companies get change wrong so often? Today’s guest, Cristina Herrera is on a mission to change that by bringing people-driven change management to businesses worldwide. Cristina cuts the BS of business and gets companies to get right to the heart of the people. She explains how yesterday’s perks are today’s norm and how to have a real human conversation with your employees. How can you best adapt your change program to the cultural differences across the globe? Cristina tells us how. Find out how a 3 month backpacking trip in Asia shaped Cristina’s approach to change management. Want to know why cheese creates a best friendship between host and guest? Have a listen to find out!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Cristina Herrera: www.linkedin.com/in/misscristinaherreraWebsite: www.cristinaherreraconsulting.com
Oct 26, 2021 • 31min
"The one where we go (back!) to the movies! Yay!" Todd Weishaar E36
What's on your mind? Let CX Passport know...Find out how on earth the movie theater industry not only stayed alive but has found a way to innovate and rise like the phoenix in this episode with Todd Weishaar, Director Of Continuous Improvement at Cinemark.Learn how they took care of the customer before the customer knew they needed that care.Experience how on one day it was normal operations and became fully closed the next.And folks...what on earth do you do with all that popcorn when you’re shut down?!?!Voice of the customer is a major blockbuster inspiring innovations like a private watch party. But this wasn’t the customer asking for it. Learn how Cinemark discovered this customer need without a customer ever saying a word. Get a taste of Bamberg Germany as well hearing about Todd’s experience living there. Hosted by “I believe the best meals are served outside and require a passport” Rick Denton...CX Passport guides you through a conversation on customer experience and travel.Episode resources:Todd Weishaar: www.linkedin.com/in/todd-weishaar-636b171/Cinemark: www.cinemark.com/
