

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

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/

Feb 20, 2024 ⢠36min
The one with the future of Customer Experience - Bill Staikos SVP at Medallia E155
What's on your mind? Let CX Passport know...đ¤đď¸âThe one with the future of Customer Experienceâ with Bill Staikos SVP at Medallia in CX Passport Episode 155 Whatâs in the episode?...CHAPTERS0:00 Introduction6:00 The 4 Personas of a CX leader8:30 Future Thinking in Customer Experience11:00 The promise of Gen AI for customer experience16:15 The evolution of CX as a discipline19:12 Change Management and CXOs20:141st Class Lounge26:02 Driving Change with CX30:32 Advice for CX professionals33:11 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/becustomerled/Be Customer Led podcast: www.becustomerled.com#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #process #business #management #travel #bettercustomerservice

Feb 13, 2024 ⢠35min
The one with the eyes and ears of your brand - Milagros Gonzales, Ambassador Marketing Manager | Gorgias E154
What's on your mind? Let CX Passport know...đ¤đď¸Want REAL customer insight? âThe one with the eyes and ears of your brandâ Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:52 Knowledge to Experience4:51 Empathy in Customer Experience7:18 The Undervalued Front Line9:29 Moving from cost center to revenue generator14:38 Customer stories to drive improvement17:23 1st Class Lounge23:05 Why havenât all companies embraced customer experience25:59 Gorgiasâ approach to customer listening31:04 Balancing policy with human decision33:20 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/milagros-gonzales-520565183/

Feb 6, 2024 ⢠39min
The one with LinkedIn trust & confidence - Sam Stern LinkedIn Sr Mgr Customer Experience E153
What's on your mind? Let CX Passport know...đ¤đď¸Customer Experience at LinkedIn âThe one with LinkedIn trust & confidenceâ with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction4:04 Customer Experience at LinkedIn9:11 Converting Insights into Action at LinkedIn17:00 Creating a customer-centric culture21:56 Customer Culture Success stories - Cleveland Clinic27:46 1st Class Lounge32:17 Customer Experience driving tangible improvement36:10 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: Sam Stern | LinkedInCX Patterns newsletter: https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7062857517466316800 CX Patterns Podcast: (Apple, Spotify)LI Learning course: Customer Experience Strategy: Build A Customer-Centric Culture

Jan 30, 2024 ⢠31min
The one where we amplify the CX job seeker - Adam Haesler #OpenToWork E152
What's on your mind? Let CX Passport know...đ¤đď¸Once a month CX Passport stops down and amplifies a CX job seeker. Letâs help build a network for Adam Haesler and his #OpenToWork in âThe one where we amplify the CX job seekerâ in CX Passport Episode 152đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction4:17 Adamâs journey into customer experience6:08 Focus on Outcomes over Outputs8:04 Using Scientific Method in CX13:14 Connecting Business Results and Customer Experience14:30 Reducing customer effort in customer service17:37 1st Class Lounge24:00 What Companies are Missing in Customer Experience27:53 Adamâs Next steps in Customer Experience29:22 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/adamhaesler/

Jan 23, 2024 ⢠22min
The one with the CX Procenaissance - Rick Denton Host and Managing Principal at EX4CX E151
What's on your mind? Let CX Passport know...đ¤đď¸From CX Reckoning to the CX Procenaissance âThe one with the CX Procenaissanceâ CX Passport tries a solo experience with the host in Episode 151đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:25 The year of CX Reckoning8:07 Procenaissance - Fix Customer Experience in 202410:20 Origin story of Process & CX15:40 $50 Million in increased revenue19:10 Closing and seeking feedbackIf 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 passport

Jan 16, 2024 ⢠35min
The one with the CX teenage years - Andrew Carothers Digital CX Leader Cisco Systems E150
What's on your mind? Let CX Passport know...đ¤đď¸The 150th episode! âThe one with the CX teenage yearsâ with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:02 What does successful digital CX look like?5:16 The role of AI in customer experience?13:05 The importance of process in customer experience17:16 How global influences customer experience approach18:53 1st Class Lounge24:43 The teenage years of CX / Customer Experience29:28 Maintaining humanity in CX32:39 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:Andrew LinkedIn: https://www.linkedin.com/in/andrew-carothers/

Jan 9, 2024 ⢠37min
The one with three customer loyalty tiers | Ali Cudby Co-Founder & CEO Alignmint Growth Strategies E149
What's on your mind? Let CX Passport know...đ¤đď¸Get customers to climb the loyalty ladder âThe one with three customer loyalty tiersâ with Ali Cudby Co-Founder & CEO Alignmint Growth Strategies in CX Passport Episode 149đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction2:17 The Importance of Customer Loyalty6:02 Loyalty evolution example from New York Times9:50 Three Tiers of Customer Loyalty15:48 Front of House / Back of House - Inspiration from âBearâ19:23 1st Class Lounge24:08 Origin of Alignmint25:08 Balancing numbers and humanity29:51 Process of Writing a Book33:20 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/alicudby/Website: https://alignmintforgrowth.com/Book: keepyourcustomersbook.com

Jan 2, 2024 ⢠41min
The one with Content, Culture, and CX | Paul Banks Founder & Chief of Different Thinking at Javelin Content Management E148
What's on your mind? Let CX Passport know...đ¤đď¸âThe one with Content, Culture, and CXâ with Paul Banks, Founder & Chief of Different Thinking at Javelin Content Management in the first CX Passport of the year! Episode 148đ§ Whatâs in the episode?...CHAPTERS0:00 Introduction3:32 Helping businesses communicate and create emotional attachments9:15 Content marketing influencing customer experience14:45 Avoid the trap of brands forgetting the humans19:08 Dangers of brand damage from human content mistakes23:10 1st Class Lounge31:00 Why Small Medium Businesses matter?34:45 Serving as a Volunteer Constable for 10 years38:20 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/paul-banks007/Podcast Mackem Magic: Bedtime Stories That Come to Life https://open.spotify.com/show/4ypNB92Xg4N8FBcMjEN5hX?si=3442ca39ccc14abc


