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
Dec 17, 2024 • 34min
The one with the core principles - Neal Berg CX Strategist at Evolve Partners E195
What's on your mind? Let CX Passport know...🎤🎞️CX evolves AND the core stays the same “The one with the core principles” with Neal Berg CX Strategist at Evolve Partners in CX Passport Episode 195🎧 What’s in the episode?...CHAPTERS0:00 Introduction to Neal Berg and CX Expertise2:02 Gaining Buy-In for CX in Large Organizations5:00 Adapting CX for Global Brand Perceptions8:06 Making Strategic Choices in CX by Region10:34 Future-Proofing Business with Agility13:49 Core Principles of CX in Modern Business17:07 The Power of Storytelling in Customer Experience19:15 1st Class Lounge26:01 Applying CX to Service Providers Without a Department29:30 Success Story: CX Transformation at K Jewelers32:08 How to Connect with Neal Berg for CX InsightsIf 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:Neal LinkedIn: https://www.linkedin.com/in/nealberg/
Dec 10, 2024 • 32min
The one with the storytelling - Andrew Carothers CX OpenToWork E194
What's on your mind? Let CX Passport know...🎤🎞️This month’s CX #OpenToWork seeker in “The one with the storytelling” with Andrew Carothers in CX Passport Episode 194🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:58 Challenges and Solutions in CX07:25 Building a Customer-Centric Experience 11:33 Impact of Customer Experience on Business Results13:36 Extra Legroom Section: Fun and Personal Insights17:17 What are companies getting wrong about CX19:21 Improving CX Understanding and Storytelling24:04 Andrew's Vision for the Future of CX29:50 Closing Remarks and Contact InformationIf 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:Andrew Carothers LinkedIn: https://www.linkedin.com/in/andrew-carothers/
Dec 3, 2024 • 37min
The one with the Alaska employee experience - Jaylene Owen Dir HR & Payroll Hames Corporation E193
What's on your mind? Let CX Passport know...🎤🎞️Attendance policies that include bear interactions? “The one with the Alaska employee experience” with Jaylene Owen Director HR & Payroll at Hames Corporation in CX Passport Episode 193🎧 What’s in the episode?...CHAPTERS0:00 Introducing Jaylene and Sitka1:53 Jaylene's Background at Hames3:59 Challenges of Small-Town Work7:43 Jaylene's HR Journey to Sitka12:55 Building Trust and Change15:49 Transitioning to Digital Systems21:55 Improving Employee Experience27:25 Navigating Crises in Sitka34:01 Balancing Employee Histories35:37 Connections 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.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 isolved for your sponsorship of this episode. Episode resources:Jaylene LinkedIn: https://www.linkedin.com/in/jlineberry/
Nov 26, 2024 • 38min
The one with the skydiving - Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” E192
What's on your mind? Let CX Passport know...🎤🎞️What can a free fall teach us about business? “The one with the skydiving” with Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” in CX Passport Episode 192🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:45 Dara's Perspective on Leadership and Customer Service6:25 The Role of Personal Experiences in Leadership11:42 Blending Heart and Business Results16:19 The Influence of Skydiving on Leadership21:56 Dara's Comedy Experience and Its Impact on Business25:57 Dream Travel Locations and Personal Preferences31:36 Taylor Swift inspiration for business and customer experience35:56 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:Dara LinkedIn: https://www.linkedin.com/in/dara-kiernan-kpi-consulting/Web: https://kpiconsultingireland.com/Freefall the book: https://kpiconsultingireland.com/book/
Nov 19, 2024 • 33min
The one with burrito employee experience - Lacey Davidson, HR Manager at JumBurrito E191
What's on your mind? Let CX Passport know...🎤🎞️Get Hungry, Learn about great employee experience AND get a burrito shipped?!? in “The one with burrito employee experience” with Lacey Davidson, Human Resources Manager at JumBurrito in CX Passport Episode 191🎧 What’s in the episode?...CHAPTERS0:00 - Introduction to JumBurrito and Lacey Davidson1:36 - JumBurrito's History and Growth 7:12 - Lacey's Role and HR Challenges12:27 - Employee Benefits and Retention Strategies16:59 - 1st Class Lounge21:12 - Implementing HR Technology and Employee Training24:14 - Community Engagement and Local Brand Impact27:51 - Customer Experience and Employee Happiness30:34 - Final Thoughts and Contact InformationIf 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 isolved for your sponsorship of this episode. Episode resources:JumBurrito: https://www.jumburrito.com/CX Passport Show Sponsorship Philosophy: https://www.ex4cx.com/blog/2023/3/3/sponsorship
Nov 12, 2024 • 34min
The one where offboarding matters - Gary Marra CX #OpenToWork E190
What's on your mind? Let CX Passport know...🎤🎞️This month’s CX #OpenToWork seeker in “The one where offboarding matters” with Gary Marra in CX Passport Episode 190🎧 What’s in the episode?...CHAPTERS0:00 Gary Marra's background in financial services1:19 Importance of customer experience in Gary's career3:12 High-profile client relationships and business impact6:12 Client retention and significance of offboarding10:12 Employee experience's effect on customer experience14:12 Onboarding large clients: best practices15:52 Gary's travel dreams and personal interests22:12 Employee experience's direct link to business results26:12 Gary's future plans and entrepreneurial ventures29:12 Final thoughts and contact informationIf 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:Gary Marra LinkedIn: https://www.linkedin.com/in/gary-marra/Blog: www.marracxhub.comGary golf YouTube channel: https://www.youtube.com/@gforce41
Nov 5, 2024 • 31min
The one where we stop KPI hunting - Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189
What's on your mind? Let CX Passport know...🎤🎞️Stop doing this! “The one where we stop KPI hunting” with Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189🎧 What’s in the episode?...CHAPTERS0:00 Introduction1:30 Critique of KPI hunting4:07 Alternatives to survey insights7:12 Transitioning to behavior-based insights9:42 Executive support and CX tools 13:15 CX in Sweden vs US16:37 1st Class Lounge20:14 Connecting CX to company strategy23:27 Arctic warfare training background26:32 Enjoyment of consulting work29:39 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:Marcus LinkedIn: https://www.linkedin.com/in/marcusjvkarlsson/
Oct 29, 2024 • 37min
The one with the Guatemalan CX - Enrique Saenz CEO & Founder of PercepcionesCX E188
What's on your mind? Let CX Passport know...🎤🎞️Another new CX Passport country! “The one with the Guatemalan CX” with Enrique Saenz CEO & Founder of PercepcionesCX in CX Passport Episode 188🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:00 Enrique Saenz's Journey into Customer Experience10:00 Guatemala's Role in Latin American Economy and CX14:30 Physical Customer Experience and Multi-Sensory Tools17:00 Travel and Cultural Insights from Guatemala23:39 Enrique's Travel Experiences and Dream Destinations28:39 The Role of Technology in CX and Tangible Business Results34:14 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:Enrique LinkedIn: https://www.linkedin.com/in/enrique-saenz-mba-ccx-5697a4/Book Recommendation - The Ultimate Question: Driving Good Profits and True Growth by Fred ReichheldMestizo Hotel: https://www.mestizoantigua.com/en
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/
