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 19, 2021 • 29min
"The one where BPOs are true partners" John Billings E35
What's on your mind? Let CX Passport know...Talk brand and BPOs with John Billings Senior Director, Global Workforce and Vendor Management at Hilton. As John has been on both the BPO side and the brand side, he has a unique perspective on the Brand/BPO relationship.And it’s exactly that...he sees it as a relationship, a partnership, a unified delivery of customer experience and brand experience, not just a vendor/customer relationship.We’ve all heard about BPOs but how do you know if you need one and how do you go about getting one? Why, if you’re looking to work at a BPO, would you want to actively search for a Hilton agent role? (Trust me...it’s a valuable perk!)Find out about the secret surf town John hopes you never find. And we all think it would be AWESOME to have a business trip to Jamaica...but what is it really like?Grab a download, have a listen and leave a review after learning from John’s wisdom. 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:John Billings: www.linkedin.com/in/john-billings-093548/Hilton: www.hilton.com
Oct 12, 2021 • 33min
"The one with a seamless customer journey" Ido Bernstein-HaCohen E34
What's on your mind? Let CX Passport know...We are all so tired of customer service interactions that feel like we’re starting over each time we interact with a company. Today’s guest, Ido Bornstein-HaCohen is on a mission to change that. What’s one word to describe 20+ years of customer engagement changes? Find out in this episode.Create those seamless cross-channel interactions. Learn how to design a proactive approach to customer engagement. Stop treating each interaction as a new conversation. Don’t wait for me to ask...tell me my delivery is late. That’s possible and more brands could and should be doing it. Even the 2021 Texas power outage tragedy makes an appearance in how brands, specifically power companies, could improve on how to reach out to customers. Ido talks to us about his Thailand travel and how he’s seen his kids transform with each trip into more creative, more open, more outgoing young adults. It’s a great chat with Ido!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Ido Bornstein-HaCohen: www.linkedin.com/in/idohacohen/Twitter: @idohacohenWeb: www.verint.comwww.conversocial.com
Oct 5, 2021 • 29min
"The one with cool visual merchandising" Daniel Black E33
What's on your mind? Let CX Passport know...Customer Experience isn’t just “be nice”. That’s vital but not everything. CX is human, it’s digital, it’s physical. So what is visual merchandising and how does it impact CX? Find out from Daniel Black of Glass Media.Learn how brands are using airports as experience drivers and how destination malls are VERY much alive. Discover what makes retail stand out and become something people share with all of their friends. Hear these wisdom nuggets from Daniel!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Glass Media: www.digitalstorefront.com
Sep 28, 2021 • 34min
"The one with all the gold dust" Gavin Scott E32
What's on your mind? Let CX Passport know...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/
Sep 21, 2021 • 35min
"The one with Shep's new book 'I'll Be Back'" Shep Hyken E31
What's on your mind? Let CX Passport know...Understand what TRUE customer loyalty looks like AND how to get it from Hall of Fame Speaker, Shep Hyken!Have a listen as Shep gives us great insights from his new book, “I’ll Be Back: How To Get Customers To Come Back Again And Again” such as How do you create loyal customersWhat is the F-bomb of Customer Service?Moments of magic, misery...and mediocrityCreating an "I'll Be Back Culture"Just as important to avoid "meh" momentsDon't confuse a repeat customer with a loyal customerSimple doesn't mean easyAnd it’s not a CX Passport episode without a little travel, right? Check out Shep’s favorite airport restaurants and listen in as he tells some of his great business travel experiences. Find out why New Zealand is amazing and what is the only bean Shep will eat. Learn about all that from Shep!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Book Title “I’ll Be Back: How To Get Customers To Come Back Again And Again”Book Site illbebackbook.comShep Hyken www.linkedin.com/in/shephyken/Web Site hyken.com
Sep 14, 2021 • 32min
"The one with Damian’s great phrases" Damian Miller E30
What's on your mind? Let CX Passport know...“Customer experience isn’t just for big companies.” “Don’t just chase a score.” “I like being a tourist but I don’t like tourists.” “Pizza is the stuff of life”. Those are just a small sample of the Customer Experience and travel wisdom today’s guest, Damian Miller of Intelligent Purpose, brings to the episode. Want to understand what REAL human centered design requires? How about understanding that the conversation around “Who should own CX” is often just a distraction. How about getting insight on what it means to get the deep immersion experience of living 9 months in India?Damian drops those wisdom bombs all throughout the episode. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Intelligent Purpose: www.intelligentpurpose.comDamian Miller: www.linkedin.com/in/damianmillerresearch/damian@intelligentpurpose.com
Sep 7, 2021 • 43min
"The one with a natural curiosity about the world" Tom DeWitt, Ph.D. E29
What's on your mind? Let CX Passport know...Traveling to 40 countries including long term living in 4 gives you a perspective on the globe that you can’t get otherwise. How does that perspective influence the approach to customer experience and consumer behavior? How can we consciously choose to elevate voices in CX that aren’t the same as ours? How does a woman, a baby, a basket and a cobra play into all of this?!?!Find out all of this and more in this episode with Tom DeWitt, Ph.D. We’ll get to hear about Dr. DeWitt’s perspective on the globe, how he’s leading the creation of a Masters program in CX at Michigan State University and also hear Tom share some of his greatest and creative travel stories. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Tom DeWitt, Ph.D.: www.linkedin.com/in/tom-dewitt-ph-d-5076093/Michigan State University: msu.edu/
Aug 31, 2021 • 31min
"The one with the cultural heartbeat" Clinton Cohen E28
What's on your mind? Let CX Passport know...CX Passport heads to the African continent for the first time with Clinton Cohen of iContact.You’ll hear about how South Africa is exploding as a BPO destination. Learn about how the heart of the people of the South African culture provides a fantastic source of talent.Get to know about impact sourcing and how the provision of a living wage lifts not just the employee but the overall community. Let’s not stop there...learn about Plettenberg Bay with leaping whales and beautiful beaches. And find out just what the heck a Boerewors roll is!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Clinton Cohen: www.linkedin.com/in/erinsheehaniContact: www.icontactbpo.com/
Aug 24, 2021 • 33min
"The one with the iconic American road trip" Alec Dalton E27
What's on your mind? Let CX Passport know...A 48 state road trip? What is Showmanship of Customer Experience? How does the hospitality industry continue to deliver great CX in the midst of the whiplash of 2021? And...Chinese Chilean Fusion cuisine? All in one episode?That’s what happens when you talk with Alec Dalton of Marriott. Coming from an industry that is likely the original source of customer experience delivery, Alec and I talk about all things customer experience...and yeah…travel too! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Alec Dalton: www.linkedin.com/in/alecdalton/The Uncanny Valley: en.wikipedia.org/wiki/Uncanny_valleyHouse on the Rocks (Frank Lloyd Wright): www.thehouseontherock.com/The Experience Economy: en.wikipedia.org/wiki/Experience_Economy
Aug 17, 2021 • 30min
"The one where he creates global retail destinations" Cliff Crosbie E26
What's on your mind? Let CX Passport know...Think of a time you’ve been able to work with someone really interesting. No I mean REALLY interesting. Someone who consistently brings a new perspective, a novel way of thinking and a suite of fascinating experiences. Today’s guest, Cliff Crosbie of Emrays, is one of those people for me. Learn about creating NikeTown and other expressions of global retail at Apple, Nike and Nokia. Cliff will share his leadership with global retail store experiences across physical, human and digital CX. This guy KNOWS his customer experience, especially the retail customer experience. Enjoy that soothing Scottish voice and accent but know the content will wow you even more.This doesn’t even begin to mention his other businesses...and the highly intelligent approaches to elements of team culture or truly advanced approaches to video algorithms and several other ventures. Wow! Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Cliff Crosbie: https://www.linkedin.com/in/cliff-crosbie-78b787/EMRAYS: https://emrays.com/
