

CX Passport
Rick Denton
đLove customer experience and love travel? Youâve found the right podcast, a show about creating great customer experience, with a dash of travel talk. đ¤Each episode, weâll 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 đşď¸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.đ§łHosted 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 itâs the one less traveled or the one on everyoneâs summer trip list. If you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport â
Join other âCX travelersâ with the weekly CX Passport newsletter www.ex4cx.com/signup â
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

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...đ¤đď¸How can org design affect customer centricity? âThe one where org design gets in the wayâ with Silvana Buljan Executive Director Bond EMEA in CX Passport Episode 165đ§ Whatâs 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:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ 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...đ¤đď¸Let the mouse guide us in âThe one with the Disney Wisdomâ with Francesca Tempestini - Employee Experience Advocate in CX Passport Episode 164đ§ Whatâs 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:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ 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...đ¤đď¸Find customer centricity in âThe one with Customer Trustâ with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163đ§ Whatâs 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:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ 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 sheâs feral about support - Ashley Hayslett CX #OpenToWork E161
What's on your mind? Let CX Passport know...đ¤đď¸Letâs help our next CX #OpenToWork seeker in âThe one where sheâs feral about supportâ with Ashley Hayslett in CX Passport Episode 161đ§ Whatâs 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 Whatâs Broken in Customer Experience34:04 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ 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...đ¤đď¸Up up and away! âThe one with the people heroesâ with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? Whatâs 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:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ 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...âThe one with mental health and CXâ with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159đ§ Whatâs 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:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ 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 sheâs OG AI - Alyona Medelyan Co-Founder & CEO Thematic E158
What's on your mind? Let CX Passport know...đ¤đď¸âThe one with where sheâs OG AIâ with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158đ§ Whatâs 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:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ 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/

Mar 5, 2024 ⢠33min
The one with outcomes not experiences - Jermaine Edwards B2B Customer Growth Strategist E157
What's on your mind? Let CX Passport know...đ¤đď¸ âThe one with outcomes not experiencesâ with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction3:18 CX skepticism in the Boardroom7:35 Which customers should a company care about?11:35 Creating Clarity in Customer Experience12:44 Outcomes or experiences16:18 1st Class Lounge20:18 Operationalizing Customer Revenue & Reputation Growth25:45 Engagement vs Retention31:04 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ 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/jermaineedwards/Website: Jermaineedwards.com

Feb 27, 2024 ⢠29min
The one with the customer service Grandma Golden Rule - Emily Stubbs #OpenToWork E156
What's on your mind? Let CX Passport know...đ¤đď¸Letâs accelerate another #OpenToWork CX Job Seeker Emily Stubbs in âThe one with the customer service Grandma Golden Ruleâ in CX Passport Episode 156đ§ CHAPTERS0:00 Introduction3:10 Why is CX important to Emily?5:03 Balancing Efficiency and Building Connections6:25 Creating Positive Experiences for Customers8:32 Customer Experience Impact on Business Results9:53 Delivering Personalized Experiences11:47 Avoiding Unintended Brand Promises14:34 1st Class Lounge19:55 Analyze Data - Improve CX23:21 How will Emily help companies with customer experience27:22 Contact info and closingIf you like CX Passport, I have 3 quick requests:â
Subscribe to the CX Passport YouTube channel youtube.com/@cxpassportâ
Join other âCX travelersâ with the weekly CX Passport newsletter www.cxpassport.comâ
Accelerate business growthđ 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/emily-stubbs-90781b2b/


