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 22, 2024 • 38min

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...🎤🎞️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 episode sponsor isolved in CX Passport Episode 187🎧 What’s in the episode?...CHAPTERS0:00 Introduction4:00 Pre-Event Planning for Contingencies6:20 Making the Decision to Cancel9:00 On-Site Discussions and Team Coordination11:00 Emotional Impact and Execution13:30 Hurricane Markers: Disney World and Airport Closure15:30 Post-Cancellation Logistics17:45 Moving Forward with Virtual Events19:55 First Class Lounge: Amberly's Favorite Travel Destinations24:00 Emotional Reflection: Grief After the Cancelation27:00 Communication Strategy During the Crisis30:00 Customer Reactions to Service Recovery34:00 Conclusion: Lessons Learned from the Event35:33 Contact info and closingIf 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.cxpassport.com✅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 isolved for your sponsorship of this episode. Episode resources:isolved: www.isolvedhcm.comIsolved Connect: www.isolvedconnect.comAmberly LinkedIn: https://www.linkedin.com/in/amberlydressler/Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/Center The Pendulum by Amberly Dressler & Geoffrey WebbCX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

Oct 15, 2024 • 33min

The one where she knows what makes us tick - Tamar Cohen CEO/Founder at HaloEffect Management E186

What's on your mind? Let CX Passport know...🎤🎞️Beyond behaviors into motivations in “The one where she knows what makes us tick” with Tamar Cohen CEO/Founder at HaloEffect Management in CX Passport Episode 186🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:04 Tamar's journey to co-author white paper4:00 Importance of emotions in employee experience7:00 Surprising insights from research10:00 Practical approaches to understand employee behavior14:00 Designing effective incentive programs17:00 Role of employee experience in CX20:15 1st Class Lounge23:36 Us vs Them in business emotions and behaviors27:47 Connecting employee experience to business results30:21 Contact info and closingIf 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.cxpassport.com✅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:Tamar LinkedIn: https://www.linkedin.com/in/tamarcohen/HaloEffect Web: https://www.myhaloeffect.com/

Oct 8, 2024 • 32min

The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182

What's on your mind? Let CX Passport know...🎤🎞️A quicker way to tangible results with Customer Experience “The one with the AgileCX” with Lauren Feehrer Founder and President of LoyaltyCraft Consulting in CX Passport Episode 182🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:01 Lauren's transition from software implementation to customer experience7:18 The concept of "Agile CX" and how it can benefit organizations11:45 Lauren's experience in the eldercare and end-of-life space15:34 Lauren's family road trip and the lessons learned17:32 1st Class Lounge23:41 The importance of process and execution in customer experience26:34 The “Grandfather inspiration” behind Lauren’s business28:28 How Lauren's family operates using an Agile model31:55 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Lauren LinkedIn: https://www.linkedin.com/in/laurenfeehrer/LoyaltyCraft: https://www.loyaltycraft.com/

Aug 27, 2024 • 34min

The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181

What's on your mind? Let CX Passport know...🎤🎞️A new CX Passport country! “The one with CX in Ghana” with Kojo Hayford, Founder CEO at eSAL LLC in CX Passport Episode 181🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:22 The state of customer experience in Ghana and Africa5:16 Understanding cultural and linguistic diversity in Africa9:27 Opportunities in content management and moderation14:06 Positioning Ghana as a long-term BPO hub19:19 1st Class Lounge22:34 The evolution of the BPO industry in Africa27:41 Driving global customer experience and cultural alignment31:29 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Kojo LinkedIn: https://www.linkedin.com/in/kojo-hayford-a521011/eSAL LLC Website: https://www.esalsolutions.com/

Aug 20, 2024 • 39min

The one with the total experience - Robby Cloninger VP Consulting, Digital Experience at FPT Software E180

What's on your mind? Let CX Passport know...🎤🎞️Don’t focus on just one piece of the experience in “The one with the total experience” with Robby Cloninger Vice President of Consulting, Digital Experience for episode sponsor FPT Software in CX Passport Episode 180🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:03 Digital transformation and breaking silos to improve experience9:31 Align internal and external communications15:17 Prioritizing customer experience in technology initiatives19:32 Cultural differences in CX and the importance of empathy in global initiatives22:14 1st Class Lounge27:18 Personalizing employee communications 33:55 Bridging the gap between tech and business leaders for customer experience36:45 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportThank you to FPT Software for your sponsorship of this episode. Episode resources:FPT Software: https://fptsoftware.com/Robby Cloninger LinkedIn: https://www.linkedin.com/in/robbycloninger/Robby’s Information Week article: https://www.informationweek.com/it-leadership/the-benefits-of-unifying-digital-experiencesCX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

Aug 13, 2024 • 34min

The one with the catalyst (not crusader) - Megan Burns Founder Experience Enterprises E179

What's on your mind? Let CX Passport know...🎤🎞️How to ACTUALLY create impact “The one with the catalyst (not crusader)” with Megan Burns Founder Experience Enterprises in CX Passport Episode 179🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:26 Going from customer rhetoric to ACTION6:42 Different generations approach to technology 9:27 Don’t prove the ROI of CX?16:45 Experience leadership and change management21:51 1st Class Lounge23:44 Deliver tangible business value through customer experience28:33 Word Nerd Wednesday30:17 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Megan LinkedIn: https://www.linkedin.com/in/meganburns/Book Recommendation - The Catalyst: How to Change Anyone's Mind by Jonah Berger

Aug 6, 2024 • 31min

The one where he unifies CX - Adam Powers CX #OpenToWork E178

What's on your mind? Let CX Passport know...🎤🎞️This month’s CX #OpenToWork seeker in “The one where he unifies CX” with Adam Powers in CX Passport Episode 178🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:06 Unifying CX design across various aspects and industries4:00 Improving customer experience through unification and collaboration 11:43 Customer Experience pushback and testing improves business results14:17 1st Class Lounge21:22 Ways for companies to improve customer experience24:39 How Adam helps companies improve customer experience 29:12 Contact info and closingIf 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.cxpassport.com✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/servicesI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Adam Powers LinkedIn: https://www.linkedin.com/in/avtpowers/

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