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

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...🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s 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:✅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/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...🎤🎞️Want REAL customer insight? “The one with the eyes and ears of your brand” Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154🎧 What’s 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 haven’t all companies embraced customer experience25:59 Gorgias’ approach to customer listening31:04 Balancing policy with human decision33:20 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/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...🎤🎞️Customer Experience at LinkedIn “The one with LinkedIn trust & confidence” with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153🎧 What’s 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:✅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: 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...🎤🎞️Once a month CX Passport stops down and amplifies a CX job seeker. Let’s help build a network for Adam Haesler and his #OpenToWork in “The one where we amplify the CX job seeker” in CX Passport Episode 152🎧 What’s in the episode?...CHAPTERS0:00 Introduction4:17 Adam’s 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 Adam’s Next steps in Customer Experience29:22 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/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...🎤🎞️From CX Reckoning to the CX Procenaissance “The one with the CX Procenaissance” CX Passport tries a solo experience with the host in Episode 151🎧 What’s 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:✅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 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...🎤🎞️The 150th episode! “The one with the CX teenage years” with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150🎧 What’s 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:✅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: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...🎤🎞️Get customers to climb the loyalty ladder “The one with three customer loyalty tiers” with Ali Cudby Co-Founder & CEO Alignmint Growth Strategies in CX Passport Episode 149🎧 What’s 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 “Bear”19:23 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:✅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/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...🎤🎞️“The one with Content, Culture, and CX” with Paul Banks, Founder & Chief of Different Thinking at Javelin Content Management in the first CX Passport of the year! Episode 148🎧 What’s 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:✅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/paul-banks007/Podcast Mackem Magic: Bedtime Stories That Come to Life https://open.spotify.com/show/4ypNB92Xg4N8FBcMjEN5hX?si=3442ca39ccc14abc

Dec 26, 2023 • 28min

The One with the 2023 First Class Holiday Special part 2 - Various CX Passport Guests E147

What's on your mind? Let CX Passport know...🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 2”🎧 Episode 147Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?...CHAPTERS 0:00 Intro1:08 Phil Davis - Czech Republic5:42 Claire Boscq - UAE11:26 Eli Weiss - USA15:20 Mercer Smith - USA19:21 Vimal Rai - Dubai23:40 Gabriela Amaral - BrazilIf 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/servicesHosted by Rick Denton “I believe the best meals are served outside and require a passport”

Dec 19, 2023 • 29min

The One with the 2023 First Class Holiday Special part 1 - Various CX Passport Guests E146

What's on your mind? Let CX Passport know...🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 1”🎧 Episode 146Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?...CHAPTERS0:00 Intro1:37 Megan Bassler - USA6:18 Tshili 'Chili' Khupe - UK10:31 Jennifer Meunier - Brazil15:11 Tyler Saxey - USA18:32 Sandra Thompson - UK23:08 George Nagatsuka - JapanIf 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 passport

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