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
May 6, 2025 • 39min
REPLAY The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187
What's on your mind? Let CX Passport know...I’m taking a break so enjoy a very impactful rerun…🎤🎞️What does service recovery look like even with an approaching hurricane? “The one with the rapid recovery” with Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing for isolved in CX Passport Episode 187🎧 What’s in the episode?...CHAPTERS0:00 Introduction: A CX response to a hurricane1:15 Hurricane hits—event cancelled, emotions high4:04 Planning for the unexpected: COVID, hurricanes, and pivoting9:37 Behind-the-scenes of the cancellation decision13:25 Prioritizing attendees over the event itself17:28 The emotional toll of calling off the event20:07 A fast pivot to 30 virtual trainings21:19 First Class Lounge with Amberly: Tahoe, Italy, and taco bars24:48 Execution mode: From grief to action28:42 Communicating with empathy and urgency32:41 Customer reactions and unexpected gratitude36:07 Where to connect with Amberly, Celia, and isolvedIf 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 cxpassport.kit.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 passport
Apr 29, 2025 • 35min
What is Southwest Thinking?! - LinkedIn live replay with Sam Stern E214
What's on your mind? Let CX Passport know...🎤🎞️“What is Southwest Thinking?!” REPLAY of earlier LinkedIn live with Sam Stern - CX Passport Episode 214🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Replay of LinkedIn Live with Sam Stern1:25 Southwest changes course: Bags no longer fly free3:37 Customer reactions: Loyalty, emotion, and betrayal9:31 Lost loyalty and long-term CX consequences13:45 Firing customers to attract premium flyers?17:44 JC Penney déjà vu: Misunderstanding your base22:24 The goodwill tradeoff and operational ripple effects24:08 What was Southwest really thinking?32:21 Could Southwest lose its identity—or disappear?33:14 Final thoughts: The employee impactIf 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 cxpassport.kit.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 passport
Apr 22, 2025 • 30min
The one with the hierarchy of opportunity - Ian Storm Dir Strategic Solutions at Aspect Software E213
What's on your mind? Let CX Passport know...🎤🎞️“The one with the hierarchy of opportunity” Ian Storm Dir Strategic Solutions at episode sponsor Aspect Software in episode 213🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Ian Storm1:54 Where companies go wrong with AI and experience strategy5:40 Snowball vs. avalanche: A better approach to onboarding9:49 The role of psychology in customer and employee experience12:45 Three key psychological needs that shape behavior14:37 How to create real psychological safety at work17:18 First Class Lounge: Travel, Broadway, and ice cream21:40 Coaching as a tool for growth, not just correction25:48 How one company used the right metrics to drive real impact28:09 Where to connect with IanIf 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 cxpassport.kit.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 passportThank you to Aspect for your sponsorship of this episode. Episode resources:Ian LinkedIn: https://www.linkedin.com/in/ian-storm/Aspect Software Website: https://www.aspect.com/CX Passport Episode 1: https://www.cxpassport.com/1736603/episodes/8168226-the-one-with-the-ice-cream-santhakumaran-atmalingam-e1
Apr 15, 2025 • 27min
The one with the resilience - Tabitha Dunn E212
What's on your mind? Let CX Passport know...🎤🎞️“The one with the resilience” with Tabitha Dunn in CX Passport Episode 212🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Tabitha Dunn2:12 CX around the world: Cultural nuance and customer individuality4:51 Reducing call volume the right way8:48 Building CX teams from the ground up11:08 Why frequency isn’t the best way to prioritize CX fixes12:52 How resilience powers effective CX leadership16:00 First Class Lounge: Family trips, French food, and sweet potato rebellion21:18 The future of CX and what leaders need to do now24:19 What’s next for Tabitha in customer experience25:12 Where to connect with TabithaIf 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 cxpassport.kit.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 passportEpisode resources:Tabitha LinkedIn: https://www.linkedin.com/in/tabithadunn/
Apr 8, 2025 • 25min
The one where she’s a diplomat - Deanna Stearns E211
What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one where she’s a diplomat” with Deanna Stearns in CX Passport Episode 211🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Deanna Stearns2:06 Why CX is all about connections and diplomacy5:28 Creating experiences customers actually want9:31 Turning customer insights into real business results12:24 Overcoming resistance to CX-driven change13:27 First Class Lounge: Travel, chocolate, and coffee17:25 The biggest mistake companies make in CX19:57 Starting a CX program from scratch22:40 What’s next for Deanna in CX23:49 Where to connect with DeannaIf 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 cxpassport.kit.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 passportEpisode resources:Deanna LinkedIn: https://www.linkedin.com/in/deannastearns/
Apr 1, 2025 • 27min
The one with XLAs - Doug Rabold E210
What's on your mind? Let CX Passport know...🎤🎞️“The one with XLAs” with Doug Rabold in CX Passport Episode 210🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Doug Rabold2:04 What are XLA’s and why do they matter?5:43 The difference between SLAs and XLAs7:32 How XLA’s improve both customer and employee experience11:32 Treating IT as a business, not just a function13:52 Real-world XLA success stories14:17 San Antonio’s hidden gem: The Cove15:24 First Class Lounge: Travel, food, and guilty pleasures21:00 Doug’s path from sales to IT leadership23:32 Why frontline agents must be more tech-savvy26:08 Where to connect with DougIf 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 cxpassport.kit.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 passportEpisode resources:Doug LinkedIn: https://www.linkedin.com/in/doug-rabold-itil-hdi/XLA Institute: https://xla.institute/
Mar 25, 2025 • 25min
The one with WFM - Irina Mateeva E209
What's on your mind? Let CX Passport know...🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Irina Mateeva2:07 Why workforce management is crucial for CX4:56 How WFM impacts both customers and employees7:34 The connection between WFM and employee burnout10:20 What companies get wrong about workforce management12:13 Customer experience in Bulgaria14:57 First Class Lounge: Travel, food, and unexpected favorites18:37 How Irina found her way into workforce management21:05 The role of AI and automation in WFM23:30 Where to connect with IrinaIf 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 cxpassport.kit.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 passportEpisode resources:Irina LinkedIn: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/RightWFM: https://rightwfm.com/WFM Unfiltered Podcast available on all your fave pod apps
Mar 18, 2025 • 36min
The one where he Disnefies Customer Retention - Vance Morris E208
What's on your mind? Let CX Passport know...🎤🎞️“The one where he Disnefies Customer Retention” with Vance Morris in CX Passport Episode 208🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Vance Morris1:34 The power of Disney’s systems in customer experience4:43 How systems create freedom for employees7:07 Applying big business lessons to small businesses10:16 Disnefying the mundane to create great experiences12:41 Turning a carpet cleaning business into a CX powerhouse13:39 Why Vance moved into coaching14:43 The cost of new customers vs. retaining existing ones17:25 College band life: Clamming to afford a hotel18:37 Marketing lessons from the band experience19:32 First Class Lounge23:41 The return to simplicity: Vance’s flip phone24:38 What price elasticity really means for CX26:53 How small businesses can justify higher prices29:19 Tactical steps to improve customer retention32:36 The power of personality in customer retention33:52 Where to connect with VanceIf you like CX Passport, I have 3 quick requests:✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com✅Leave a review on your favorite podcast appI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Web: deliverservicenow.com52 Ways To Wow Your Customers Without Breaking The Bank: wow52ways.com
Mar 11, 2025 • 22min
The one with behavior driven CX - Candy Kothmann Call Center Director at Texas Workforce Commission E207
What's on your mind? Let CX Passport know...🎤🎞️“The one with behavior driven CX” with Candy Kothmann Call Center Director at Texas Workforce Commission episode 207🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Candy Kothmann2:09 Delivering CX in a government agency3:50 Balancing efficiency and empathy in customer service7:47 Turning fear and frustration into a positive experience9:38 Handling crisis calls and law enforcement involvement12:07 First Class Lounge: Travel, Tex-Mex, and ballroom dancing16:32 How complaints drive process improvements19:18 Improving claimant and agent experiences21:12 Closing thoughtsIf 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 cxpassport.kit.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 passport
Mar 4, 2025 • 30min
The one with profits through consistency - Tucker Wakabayashi E206
What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one with profits through consistency” with Tucker Wakabayashi in CX Passport Episode 206🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Tucker Wakabayashi2:35 Growing up in a CX-focused household5:17 Choosing customer experience as a career8:06 Lessons from frontline and back-of-house customer experience13:23 How customer retention drives business results17:03 First Class Lounge: Dream destinations and favorite foods20:49 Creating dual experiences for different customers23:26 What companies get wrong about customer experience26:47 What’s next for Tucker in CX28:36 Where to connect with TuckerIf 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 cxpassport.kit.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 passportEpisode resources:Tucker LinkedIn: https://www.linkedin.com/in/tuckerwakabayashi/Dennis Wakabayashi’s CX Passport episode 68: https://www.buzzsprout.com/1736603/episodes/10653821
