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
Jun 15, 2021 • 28min
"The one with #NothingAboutUsWithoutUs" Kate Brouse E15
What's on your mind? Let CX Passport know...According to CX Passport E1 S15 guest, Kate Brouse of NTI, the world’s largest minority community isn’t what you’d expect. Expand your understanding of the disability community with a fascinating discussion with Kate. We learn about invisible disabilities and come to the realization that ALL of us are just one bad bike ride away from joining this community. Through her work with NTI www.ntiathome.org, Kate helps companies match with the disability community, providing opportunities for the employee...and the opportunity to create a much better customer experience for the company.Kate also explores which travel experiences are doing well supporting this community...and which are falling way short. We also get insight into how fascinating Turkey is as a place to travel...and live!Additional material recommended by Kate: Getting to Equal www.accenture.com/ie-en/about/inclusion-diversity/culture-equality-researchHosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
Jun 10, 2021 • 27min
"The one with the Phoenix Sky Harbor Airport" - Misty Cisneros-Contreras E14
What's on your mind? Let CX Passport know...When do you say you start your vacation? Is it when you leave your home? Is it when you arrive at your hotel? If you’re flying, is it when you get off the plane? What would it look like if you said, “I start my vacation at the airport” That’s exactly the mission CX Passport guest, Misty Cisneros-Contreras, seeks to achieve. Serving as the customer service manager for Phoenix Sky Harbor International Airport, Misty and her team work to create “America’s Friendliest Airport”. Learn about the Grandma test, pet therapy and where to find the best Mexican food. Yum!Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
Jun 8, 2021 • 32min
"The one with Return on EQUALITY" - Todd Sears E13
What's on your mind? Let CX Passport know...Why would HSBC change the lights on their famous Hong Kong building for the first time in 37 years?Todd Sears of Out Leadership drops massive wisdom bombs when describing why a Return on Equality should be the focus of all businesses. 85% of customers will switch away from brands that discriminate against the LBGTQ community. Todd created Out Leadership to drive change by creating the space to have impactful conversations with the leaders of global companies which then drives the ongoing advancement of diversity and inclusion throughout the business world and society in general. In this episode of CX Passport, we talk about the financial impact of equality and how we can move even further than Diversity & Inclusion and into Belonging. How does inclusion impact Customer Experience?And how on earth can someone speak in New York, San Francisco and Amsterdam without ever seeing a hotel room in between? Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Todd Sears: www.linkedin.com/in/toddgsearsOut Leadership: outleadership.comAlly Up on Out Leadership: outleadership.com/allyup/
Jun 3, 2021 • 32min
"The one where he would walk 500 miles (and did!)" - Will Bachman E12
What's on your mind? Let CX Passport know...Starting a business isn’t easy. Starting a business as an independent consultant surprised me by how much goes into creating & running...and growing a successful business. Today’s guest, Will Bachman of Umbrex shows us how a customer-driven approach to helping a community of independent consultants helps bring value to that group and his practice. Will provides practical wisdom around how to get started, how to avoid the generic LinkedIn headline and what a customer-centered approach looks like. A podcast host himself, Will offers daily wisdom to consultants on “Unleashed” available at all your fave podcast sites. Also, definitely check out Will’s guide to independent consulting (links below). In addition, Will has, indeed, walked 500 miles(!) along the Camino de Santiago and encourages listeners to make sure they plan and commit to taking their vacations. You’ll learn how supermarkets and bicycles are a way to getting a deeper understanding of the places you travel. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.Episode resources:Will Bachman: www.linkedin.com/in/willbachman/Umbrex: www.umbrex.comCourse for independent consultants: www.umbrex.com/video_course/setting-up-your-firm-course-introduction/Tim Hughes - “Social Selling: Techniques to Influence Buyers and Changemakers”Peter Del Tredici - “Wild Urban Plants of the Northeast: A Field Guide”
Jun 1, 2021 • 29min
"The one where CX is the meat of the Marketing sandwich" - Erik Lautier of Erik & Co E11
What's on your mind? Let CX Passport know...CX Passport welcomes Erik Lautier of Erik & Co www.erik.co, a seasoned ecommerce and marketing executive AND the creator of a new opera, Hamlet www.hamletopera.com, AND former touring artist with a Disney production AND an TV appearance. Clearly that will bring some interesting Marketing and Customer Experience perspectives!Find out how CX and Marketing work best together. Understand which parts of a journey can you automate and which need to stay human. Hear about what it’s like to rent the entire island of Pangkil AND get an understanding of how vodka, pickles and pig fat teach you how to avoid the fear of failure.Hosted by Rick Denton, CX Passport, guides you through a conversation on customer experience and travel.
May 25, 2021 • 28min
"The one with the 'experiencia de cliente'" - Sebastien Munar E10
What's on your mind? Let CX Passport know...¡Vamos Perú!Let’s head to Perú and talk with Sebastien Munar, CCXP about Customer Experience in South America.Learn about the evolution of CX in Latin America and how he’s been able to create Customer Experience teams from scratch...even in an environment where the phrase "experiencia cliente" didn’t exist. Sebastien walks us through examples where customers would pay more than 30% more because they received a better customer experience and what it takes for companies to build that better experience. Spoiler Alert!...It starts with culture. From a land that has one of the 7 wonders of the world (Machu Pichu), Sebastien also shares with us the other 7 wonders he’s seen and the plans to see the remaining ones. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
May 18, 2021 • 31min
"The one with the customer immersion" - Diane Magers E9
What's on your mind? Let CX Passport know...We get the chance to bask in the presence of CX wisdom on this episode of CX Passport. Diane Magers of Experience Catalysts sits down to talk CX & travel with host, Rick Denton.Learn why you should focus on MEASURES not METRICS. Explore a shift BACK to humanity. Hear how Heather of Southwest Airlines creates customer and employee centered innovation by immersing herself in the actual day to day of a customer. Would you spend hours sitting in airports...on purpose? Heather would!Oh...let's not forget hiking and wineries in New Zealand. Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
May 11, 2021 • 28min
"The one with the fingerprints" - Bram De Vos E8
What's on your mind? Let CX Passport know...So what is the myth of customer feedback? Why do we always want to focus on the negative parts of our travel experiences? Why should you focus on the things your customers are NOT saying? How did a local market in Mexico become the source of a lasting memory? What drove KLM to focus on baggage claims?And...what did Paul Simon say about Fingerprints?Find out when guest Bram De Vos of Hello Customer joins this episode of CX Passport. Hosted by Rick Denton, CX Passport guides us through a conversation on customer experience and travel.
May 4, 2021 • 33min
"The one with the milkshake for hire" - Dan Balcauski E7
What's on your mind? Let CX Passport know...How are milkshakes, Netflix & Facebook competitors? What is the one big mistake companies make when they think they need to create a Customer Success team? Curious about riding a motorcycle in Vietnam? These and many other questions are answered by Dan Balcauski, this episode's CX Passport guest. Hosted by Rick Denton, CX Passport guides us through a conversation on customer experience and travel.
Apr 27, 2021 • 26min
"The one with the Sunday sickness cure" - Anne Witherspoon E6
What's on your mind? Let CX Passport know...Episode 6 of CX Passport brings us Anne Witherspoon whose super power is "Outside In Thinking". While we discuss our shared appreciation of the wisdom of the "philosopher" Matthew McConaughey, Anne also brings us her wisdom around how influential employee experience is to creating great customer experience. How CAN we avoid "Sunday Sickness"? We also talk about companies that fail to consider the CUSTOMER'S experience when designing customer experience. Interesting twist there for sure. Other topics to explore are "psychological safety" at work and getting teenagers out of bed for a hot air balloon ride. Not sure how those exist in the same episode? Take a listen to Episode 6 with Anne Witherspoon.
