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
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
Feb 25, 2025 • 33min
The one with the climate of CX - Jeff Louden Digital Product Manager E205
What's on your mind? Let CX Passport know...🎤🎞️“The one with the climate of CX” with Jeff Louden Digital Product Manager at The Baldwin Group in CX Passport Episode 205🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Jeff Louden1:43 From CX Open to Work to New Job Success story2:30 What CX professionals should focus on in 20254:15 Gauging the climate of CX in your organization7:50 Navigating the open-to-work journey in a shifting CX landscape10:27 Overcoming the challenges of CX job titles and roles13:07 The "doesn't suck" standard for customer experience15:03 Understanding and adapting to organizational climates18:55 First Class Lounge23:25 Why bad experiences still happen in business26:07 Collaborating to overcome customer experience challenges29:02 Lessons for aspiring product managers31:27 Where to connect with JeffIf 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 passportEpisode resources:Jeff LinkedIn: https://www.linkedin.com/in/jeffrey-louden/
Feb 18, 2025 • 34min
The one with the psychology of loyalty - Vinay Parmar E204
What's on your mind? Let CX Passport know...🎤🎞️“The one with the psychology of loyalty” with Vinay Parmar Speaker & Consultant in CX Passport Episode 204🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Vinay Parmar1:19 Why relationships matter more than products in CX3:25 The three types of customers: One-night stand vs. lifelong loyalty6:37 The role of trust in customer decision-making8:18 The psychology behind customer experience11:24 How emotions shape brand perception and loyalty12:37 Listening as the key to better business results14:20 The flaws of traditional voice-of-customer programs18:25 First Class Lounge22:35 How companies can truly understand customer emotions25:43 Turning insights into action inside a company29:06 Creating sustainable CX strategies through consistency32:06 Measuring what truly matters to your customers33:31 Where to connect with VinayIf 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 passportEpisode resources:Vinay LinkedIn: https://www.linkedin.com/in/vinayparmar/Vinay website: https://vinayparmar.co.uk/
Feb 11, 2025 • 34min
The one with CX the customer would pay for - Karyn Furstman E203
What's on your mind? Let CX Passport know...🎤🎞️ “The one with CX the customer would pay for” Karyn Furstman Founder & CEO CustomersFurst in CX Passport Episode 203🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Karyn Furstman1:31 Lean Processes and CX: Why it matters3:40 Embedding CX into daily operations5:25 Involving leadership in CX transformation6:18 Where CX should live in an organization7:51 Avoiding the "CX as a project" trap11:13 How to succeed without a CX seat at the table14:20 Tying CX improvements to financial results17:21 The CX leader as an orchestrator19:52 First Class Lounge24:09 Creating real results as a CX leader27:16 Collaborating with the CFO on CX initiatives29:58 Leaving corporate America for consulting31:50 How to connect with KarynIf 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 passportEpisode resources:Karyn LinkedIn: https://www.linkedin.com/in/karynfurstman/
Feb 4, 2025 • 32min
The one with the posture of learning - Jeff Harrell E202
What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one with the posture of learning” with Jeff Harrell in CX Passport Episode 202🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Jeff Harrell2:44 Why customer experience matters to Jeff5:24 Crafting relatable experiences with "Big Ass Runner"9:18 Building a podcast community through connection12:25 The power of feedback loops in content marketing16:28 Applying podcast lessons to CX and marketing17:30 First Class Lounge: Dream travel destinations24:20 Mistakes companies make in CX and marketing26:53 The importance of post-purchase experiences28:20 Jeff’s vision for his next content marketing role29:30 Closing thoughts and where to connect with JeffIf 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 passportEpisode resources:Jeff Harrell Instagram: jeffharrellyoJeff Harrell LinkedIn: https://www.linkedin.com/in/jeffrharrell/Big Ass Runner podcast: https://podcasts.apple.com/us/podcast/big-ass-runner-trail-running-podcast/id1524865074
Jan 28, 2025 • 34min
The one with the CX bridge - Sean Cherry Experience Insights at LinkedIn E201
What's on your mind? Let CX Passport know...🎤🎞️Create results and bring the worlds together in “The one with the CX bridge” with Sean Cherry Experience Insights at LinkedIn in CX Passport Episode 201🎧 What’s in the episode?...CHAPTERS0:00 Introduction to Sean Cherry and CX Expertise2:02 Leveraging Customer Feedback for Revenue Growth5:10 The Value of Actionable Customer Insights8:19 Tying Customer Metrics to Business Outcomes11:10 Building Relationships to Drive CX Success16:53 Bridging Product and Service Teams for Better CX21:06 First-Class Lounge Travel Stories with Sean Cherry26:26 Getting Real with AI: Challenges and Opportunities31:59 How to Connect with Sean CherryIf 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 passportEpisode resources:Sean LinkedIn: https://www.linkedin.com/in/sean-t-cherry/
Jan 21, 2025 • 36min
200!!! The one with the scene setting - Michelle Pascoe E200
What's on your mind? Let CX Passport know...🎤🎞️Holy hades! We did it! CX Passport Episode 200! Thank you to the great listeners and viewers! Enjoy episode 200 “The one with the scene setting” Michelle Pascoe from down under in CX Passport Episode 200🎧 What’s in the episode?...CHAPTERS0:00 Introduction and Background1:38 The Importance of Hospitality 3:11 Challenges and Benefits of Hospitality6:10 Creating Intuitive Customer Experiences9:46 Multi-Generational Customer Engagement15:32 Exploring Australia Beyond Major Cities19:46 1st Class Lounge24:24 Setting the Scene for Customer Experience31:21 Cost and Implementation of Customer Experience33:50 Conclusion and Final 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 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 passportEpisode resources:Michelle LinkedIn: https://www.linkedin.com/in/michellepascoe/Web: https://www.michellepascoe.com/The Michelle Pascoe Hospitality Podcast: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
Jan 14, 2025 • 37min
The one with the shepherds of CX - Rachel Sheriff Chief Customer Officer at Recurly E199
What's on your mind? Let CX Passport know...🎤🎞️Guidance. Influence. Results. “The one with the shepherds of CX” with Rachel Sheriff Chief Customer Officer for episode sponsor Recurly in CX Passport Episode 199🎧 What’s in the episode?...CHAPTERS0:00 Introduction to Rachel Sheriff 1:46 Rachel's role as Chief Customer Officer3:27 Rachel's journey from agency to customer success6:27 Aligning different teams to deliver customer value9:45 The unique challenges of subscription-based models12:09 Building trust and understanding with customers15:27 Balancing cost of goods sold and business results18:34 1st Class Lounge24:30 Defining and delivering customer value33:46 Trends in customer experience and partnershipsIf 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 passportThank you to Recurly for your sponsorship of this episode. Episode resources:Rachel LinkedIn: https://www.linkedin.com/in/rachelsheriff/Recurly: https://recurly.com/CX Passport Show Sponsorship Philosophy: https://www.ex4cx.com/blog/2023/3/3/sponsorship
Jan 7, 2025 • 34min
The one with the biker CX - Rick Malsch E198
What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one with the biker CX” with Rick Malsch in CX Passport Episode 198🎧 What’s in the episode?...CHAPTERS0:00 Introduction to Rick Malsch, CX OpenToWork2:14 Why Customer Experience Matters to Rick Malsch4:33 Customer Engagement at Harley Davidson: Rentals and Training8:55 CX Passport Live: Amplifying Event Experiences10:06 Building Brand Loyalty Through Customer Engagement14:12 Listening to Customers to Improve CX Programs19:19 1st Class Lounge24:15 Four Key Areas Companies Miss in CX28:38 How Rick Malsch Helps Companies Overcome CX Challenges32:09 How to Connect with Rick MalschIf 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 passportEpisode resources:Rick Malsch LinkedIn: https://www.linkedin.com/in/rickmalsch/
