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 14, 2024 • 35min

The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167

What's on your mind? Let CX Passport know...🎤🎞️MALTA Y’all!!! “The one with the (CX) Pet Shop Boys” with Scott Lee Holloway, VOC Manager APS Bank (Malta) in CX Passport Episode 167 🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:29 Pet Shops and CX Origin Stories4:40 Bad customer experience is expensive7:45 Overcoming skepticism about customer experience9:20 Firefighting vs process improvement with customer experience15:15 Approach to customer experience in Malta17:30 1st Class Lounge22:50 Leveraging unstructured customer data26:20 Starting a CX team from scratch31:14 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:Scott LinkedIn: https://www.linkedin.com/in/scottleeholloway/APS Website: https://www.apsbank.com.mt/Complaints Management Forum: https://informaconnect.com/complaints-management/

May 7, 2024 • 25min

The one with the customer support great day - Jordan Hooker CX #OpenToWork E166

What's on your mind? Let CX Passport know...🎤🎞️The month’s CX #OpenToWork seeker in “The one with the customer support great day” with Jordan Hooker in CX Passport Episode 166🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:30 Why is customer experience important? What drew Jordan to CX?7:00 How to create sustainably good experiences for customers11:29 Contact center insight story at Booster Fuels12:45 1st Class Lounge16:55 What are companies doing wrong in customer experience18:45 Why are companies not using customer insight21:10 How Jordan can help companies in CX22:28 What’s next for Jordan23:23 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:LinkedIn: https://www.linkedin.com/in/jordanhooker/April Obersteller’s Episode: https://www.buzzsprout.com/1736603/episodes/11738962

Apr 30, 2024 • 34min

The one where org design gets in the way - Silvana Buljan Executive Director Bond EMEA E165

What's on your mind? Let CX Passport know...🎤🎞️How can org design affect customer centricity? “The one where org design gets in the way” with Silvana Buljan Executive Director Bond EMEA in CX Passport Episode 165🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:27 Taking customer centricity from buzzword to action7:01 Org design can impede customer centricity11:25 Talent management and customer centricity15:35 Differences in Physical and Digital for customer centricity22:09 1st Class Lounge27:39 Customer centricity process design30:59 Empowerment and customer centricity31:48 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:LinkedIn: https://www.linkedin.com/in/silvana-buljan-889110/

Apr 23, 2024 • 33min

The one with the Disney Wisdom - Francesca Tempestini - Employee Experience Advocate E164

What's on your mind? Let CX Passport know...🎤🎞️Let the mouse guide us in “The one with the Disney Wisdom” with Francesca Tempestini - Employee Experience Advocate in CX Passport Episode 164🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:58 Becoming aware of the importance of customer experience6:56 Developing a reflex for customer experience10:17 Handling customer concerns at Disneyland Paris16:59 What will CX be like for the Paris 2024 Olympics18:49 1st Class Lounge24:18 Getting started with customer and employee experience26:22 Equipping employees to deliver experience28:35 CX surprises after leaving Disney30:39 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✅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:Francesca LinkedIn: https://www.linkedin.com/in/francesca-tempestini-cx/

Apr 16, 2024 • 33min

The one with Customer Trust - Ilenia Vidili Customer Centricity Advisor E163

What's on your mind? Let CX Passport know...🎤🎞️Find customer centricity in “The one with Customer Trust” with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:52 Understanding Customer Centricity6:49 The Business Value of Customer Centricity10:42 Consistency and Commitment in Customer Centricity13:31 Building Customer Trust19:05 The Digital Nomad Experience22:49 1st Class Lounge25:58 European Women on Boards (EWOB)29:07 Current Customer Experience Pain Points30:50 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:Website: https://www.ileniavidili.com/LinkedIn: https://www.linkedin.com/in/ileniavidili/European Women On Boards (EWOB): https://europeanwomenonboards.eu/

Apr 9, 2024 • 34min

The one with LEGO Serious Play - Sirte Pihlaja, CEO & LEGO Serious Play Facilitator E162

Sirte Pihlaja, CEO and LEGO Serious Play Facilitator, discusses the importance of creativity in adulthood, the innovative LEGO Serious Play methodology, and the evolving landscape of customer experience in Finland. She shares insights on transitioning from journalism to CX, implementing AI in CX, and upcoming trends in the industry.

Apr 2, 2024 • 36min

The one where she’s feral about support - Ashley Hayslett CX #OpenToWork E161

What's on your mind? Let CX Passport know...🎤🎞️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:48 Early Experience in Customer Support4:14 The Joy of Helping People with Customer Support7:41 Bridging Gap Between Customer and Business Decisions13:39 Contact Center as a Customer Insights Center15:48 Heartwarming Story of Turning it Around for Customers20:28 1st Class Lounge26:23 Using AI in Customer Experience29:13 Improving Agent Experience31:10 What’s Broken in Customer Experience34:04 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:LinkedIn: https://www.linkedin.com/in/ashley-h-28737710/Website: https://www.prohelpcx.com/

Mar 26, 2024 • 32min

The one with the people heroes - Celia Fleischaker CMO at isolved E160

What's on your mind? Let CX Passport know...🎤🎞️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s in the episode?...CHAPTERS0:00 Introduction3:05 Blending Marketing and Experience6:28 Defining Employee Experience8:49 Employee Experience and Tangible Business Value13:50 Employee Expectations and Customer Experience18:26 1st Class Lounge23:03 Employee Concerns about AI26:15 Best examples of Employee and Customer Experience29:37 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 isolved for your sponsorship of this episode. Episode resources:isolved Website: https://www.isolvedhcm.com/Celia LinkedIn: https://www.linkedin.com/in/celiafleischaker/CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship

Mar 19, 2024 • 33min

The one with mental health and CX - Stephanie Coradin CEO & Founder DEMBO Inc E159

What's on your mind? Let CX Passport know...“The one with mental health and CX” with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:35 Linking Mental Health and Leadership5:25 Mental Health and Customer Experience9:43 Importance of Self Awareness12:27 Hospitality and Customer Experience13:53 Role of Listening and Empathy in Customer Service20:49 1st Class Lounge24:39 Improving Communication and Leadership28:55 Breaking Out of Traditional Mindsets30:37 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:Website: https://www.stephaniecoradin.com/LinkedIn: https://www.linkedin.com/in/demboinc/

Mar 12, 2024 • 33min

The one with where she’s OG AI - Alyona Medelyan Co-Founder & CEO Thematic E158

What's on your mind? Let CX Passport know...🎤🎞️“The one with where she’s OG AI” with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:43 Alyona representing OG of AI5:46 Advancements in AI and Language Models8:16 Thematic origin story - Solving customer problems10:26 Democratization of Insights14:29 Understanding Customer Needs in a Post-Survey World16:34 1st Class Lounge22:32 Influence of travel on CX approach25:07 Addressing Cultural Differences in a Remote Company28:26 Listening to customers in a post-survey world33:20 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:LinkedIn: https://www.linkedin.com/in/medelyan/Website: https://getthematic.com/

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