CX Passport
Rick Denton
đLove customer experience and love travel? Youâve found the right podcast, a show about creating great customer experience, with a dash of travel talk. đ¤Each episode, weâll 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 đşď¸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.đ§łHosted 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 itâs the one less traveled or the one on everyoneâs summer trip list. If you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport â
Join other âCX travelersâ with the weekly CX Passport newsletter www.ex4cx.com/signup â
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
Aug 10, 2021 ⢠29min
"The one where CX is cultivated" Katie Stabler E25
What's on your mind? Let CX Passport know...Great CX isnât just for hospitality and luxury retail. What about industries where you simply wouldnât expect it to exist? Why shouldnât a customer of a non-profit expect a great customer experience? What about the world of debt?This episodeâs guest, Katie Stabler, Founder and Director of Customer Experience at CULTIVATE Customer Experience by Design, IS brave enough and has the drive to ensure that ALL get a great customer experience, regardless of situation.You know what I say about the best meals? What if I told you Katie has had a chance to prepare her best meals...on Masterchef UK?! Weâll talk about her experiences on the show as well.Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Katie Stabler: www.linkedin.com/in/katie-stabler-ccxp/Cultivate CX: www.cultivatecustomerexperience.com/One of Katieâs MasterChef UK Episodes (Season 12 Episode 5): www.bbc.co.uk/programmes/b07561g5
Aug 3, 2021 ⢠33min
"The one with all the CX leadership skills" Jo Boswell E24
What's on your mind? Let CX Passport know...Want to know how to get Customer Experience right? Not just the day to day getting CX right but also making sure significant CX initiatives are actually successful?Have a listen to todayâs CX Passport guest, Jo Boswell, who has a wealth of experience in just that...getting CX right. After an extensive customer experience career at British Airways, Jo created a CX consulting company, Sentio-B, dedicated to providing the support and encouragement for customer experience leaders that she wished she could have had when she was in the field.Jo led successful, financially significant CX initiatives for major, complex companies and knows what it takes. And of COURSE weâll talk travel. Learn about all that from Jo!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Jo Boswell: www.linkedin.com/in/jojboswell/Sentio-B: sentio-b.co.uk/Top 5 Skills of CX LeadersStrong Commercial / Business SkillsInfluence across the organizationInspire & Motivate for all levelsCollaborationPersonal Resilience
Jul 27, 2021 ⢠28min
"The one with The Magic...Really!...The Orlando Magic!" - Katie Miller E23
What's on your mind? Let CX Passport know...We just wrapped up an exciting NBA Finals. We saw crowds of fans, both inside and outside the stadiums, all eager to have an amazing experience...and certainly hoping their team wins. Keep that energy alive with todayâs CX Passport guest, Katie Miller the Senior Vice President, Premium & Client Services, Fan Experience & Operations of the Orlando MagicLearn how Katie drives those amazing life moment, fan experiences. Understand how the teamâs location in Orlando influences the Magicâs delivery on fan experience.Get a clearer picture on how you could start a career in fan experience.And do fans actually order the healthy options they say they want on team surveys?Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Katie Miller: www.linkedin.com/in/katiestocz/Orlando Magic: www.nba.com/magic/
Jul 20, 2021 ⢠31min
"The one about matching hurry with hurry" - Stephen Grygar E22
What's on your mind? Let CX Passport know...Business frequently focuses on âMatching hurry with hurryâ. Learn what that means from Stephen Grygar, Sr. Director - Strategy, Analytics, & CX at iconic American brand Greyhound. Understand how to use...or not use...this principle to create CX differentiation.Get to the heart of simplicity and how that builds the space for employees to make an empathetic connection with their customers. And if you havenât been to a beach where the sand feels like flour...youâll want to after hearing about Stephenâs trip!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Stephen Grygar: www.linkedin.com/in/stephen-grygar-8865624/Greyhound: www.greyhound.comâThe Ruthless Elimination of Hurryâ - johnmarkcomer.com
Jul 13, 2021 ⢠32min
"The one with unexpected experiences for people" - Brian Campbell & Mike Dzura E21
What's on your mind? Let CX Passport know...Show of hands for everyone who opted to start a completely new brand concept in the middle of a pandemic. No? Find out more from Brian Campbell and Mike Dzura, two people who did just that. Brian is the VP of Culinary and Beverage and Mike is the Director of Marketing at a new concept launched this year: BigShots Golf. Letâs learn how they went about creating a customer centric experience in the midst of all that 2020 brought us. đ¤đ§Blending tech stack with human experienceđ¤ŠUnexpected experiences for peopleđď¸ââď¸Golf for everyone...no, really...everyone!đCulinary pizza inspiration walking the streets of Romeđ˛đBeing paid just to eat in Paris?!?!đŠâđŹWe know weâve made mistakes. We just donât know what they are yet.Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Brian Campbell: www.linkedin.com/in/chefbriancampbellMike Dzura: www.linkedin.com/in/mike-dzura-1a2b3314BigShots Golf: www.bigshotsgolf.com
Jul 6, 2021 ⢠29min
"The one with great Fan Experience" - Erin Swales E20
What's on your mind? Let CX Passport know...Want to know how to deliver a great fan experience in sports? Curious how someone can start in that career? What is fan experience?Get all the info from Erin Swales, Senior Director, Guest Experience at the San Diego Padres. Have you thought about what all goes into creating a great experience for fans? We think frequently of Customer Experience in travel, or retail or hospitality...but have you thought about how to create a great Guest Experience at a sporting event, across an entire season, across decades of seasons for generations of fans? Learn about all that from Erin!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Erin Swales: www.linkedin.com/in/erinsheehanSan Diego Padres: www.mlb.com/padres
Jun 29, 2021 ⢠35min
"The one with the CX controversy" - Nic Zeisler E19
What's on your mind? Let CX Passport know...Episode S1E19 welcomes Nic Zeisler of Zeisler Consulting http://zeislerconsulting.com/ and heâll hit the controversy horn right off the top of the show. Find out why heâs telling companies theyâre 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. Weâll 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. Heâs also the first guest that brought his own drink to the showâs First Class lounge. #respectHosted by Rick Denton, CX Passport, guides you through a conversation on customer experience and travel.
Jun 24, 2021 ⢠32min
"The one with the Singapore of Africa" - Jonathan Daniels E18
What's on your mind? Let CX Passport know...Todayâs guest Jonathan Daniels, the founder of CX Centric, brings us a global customer centricity approach to CX. In todayâs episode, we get to hear why Jonathan hosts CX Centric conversations in which he purposely choses a global slate of facilitators and participants. Learn from his 8 CX Centric principles and why strategy is well and good but how you achieve it in reality is what really matters. And yes...discover why Rwanda is the Singapore of Africa. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Jonathan Daniels: www.linkedin.com/in/jdaniels-cxCX Centric: www.cx-centric.comCX Centric Conversations: www.cx-centric.com/eventsCX Centric 8 PrinciplesEvery interaction creates a personal reactionCustomer familiarity breeds alignmentEmployees do what is measured, incented and celebratedCustomer data should be exchanged for success and experiencesAdapt quickly around customers and the environmentProactively plan for both organisational and customer successPlan for your customersâ current and future needsContinuously learn and improve
Jun 22, 2021 ⢠25min
"The one with the CX evolution" - Lorena Kurtjian Hernandez E17
What's on your mind? Let CX Passport know...How have airlines changed their approach to customer experience over the last few decades? Whatâs it like to start a brand new CX team from scratch? Remember filling out paper surveys while you were on the flight...and then having to give it to a flight attendant? Lorena Kurtjian Hernandez brings decades of airline industry experience as she joins us on this CX Passport episode. Lorena helps us understand how culture influences the CX approach of an organization and how on earth a company as complex as an airline can possibly have a centralized understanding of the entire customer experience.And yes...with that many years at the airlines, Lorena definitely has some travel experiences to share!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
Jun 17, 2021 ⢠35min
"The one with EQ" - Julie Cockerill E16
What's on your mind? Let CX Passport know...EQ matters. But EQ is poorly understood, especially in the corporate world. CX Passport guest Julie Cockerill shares her depth of knowledge around EQ and why you should care. Julie brings a depth of wisdom on organizational design, development and culture as the âHead Change Makerâ of Lemon Co. and lets us gain a dash of that wisdom in todayâs episode!Why do high EQ individuals truly understand their OWN emotions?How can companies be realistic about the time it takes to make deep org and behavioral changes? Wait?!? No snakes in New ZealandJulie hiked Mt Everest Base Camp after a broken ankle?! WOW!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Julie Cockerill: www.linkedin.com/in/juliecockerillLemon Co:lemon-co.com.au/Emotional Circumplex: en.wikipedia.org/wiki/Robert_Plutchik#/media/File:Plutchik-wheel.svg
