CX Passport

By Rick Denton

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Category: Management

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Episodes: 205

Description

👉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.

Episode Date
The one with the climate of CX - Jeff Louden Digital Product Manager E205
Feb 25, 2025
The one with the psychology of loyalty - Vinay Parmar E204
Feb 18, 2025
The one with CX the customer would pay for - Karyn Furstman E203
Feb 11, 2025
The one with the posture of learning - Jeff Harrell E202
Feb 04, 2025
The one with the CX bridge - Sean Cherry Experience Insights at LinkedIn E201
Jan 28, 2025
200!!! The one with the scene setting - Michelle Pascoe E200
Jan 21, 2025
The one with the shepherds of CX - Rachel Sheriff Chief Customer Officer at Recurly E199
Jan 14, 2025
The one with the biker CX - Rick Malsch E198
Jan 07, 2025
The One with the 2024 First Class Holiday Special part 2 - E197
Dec 31, 2024
The One with the 2024 First Class Holiday Special part 1 - E196
Dec 24, 2024
The one with the core principles - Neal Berg CX Strategist at Evolve Partners E195
Dec 17, 2024
The one with the storytelling - Andrew Carothers CX OpenToWork E194
Dec 10, 2024
The one with the Alaska employee experience - Jaylene Owen Dir HR & Payroll Hames Corporation E193
Dec 03, 2024
The one with the skydiving - Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” E192
Nov 26, 2024
The one with burrito employee experience - Lacey Davidson, HR Manager at JumBurrito E191
Nov 19, 2024
The one where offboarding matters - Gary Marra CX #OpenToWork E190
Nov 12, 2024
The one where we stop KPI hunting - Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189
Nov 05, 2024
The one with the Guatemalan CX - Enrique Saenz CEO & Founder of PercepcionesCX E188
Oct 29, 2024
The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187
Oct 22, 2024
The one where she knows what makes us tick - Tamar Cohen CEO/Founder at HaloEffect Management E186
Oct 15, 2024
The one with the CX nervous system - Jameson McFarland E185
Oct 08, 2024
The one with yellow iron CX - Lynn Daniel CEO The Daniel Group E184
Oct 01, 2024
The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183
Sep 24, 2024
The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182
Sep 17, 2024
The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181
Aug 27, 2024
The one with the total experience - Robby Cloninger VP Consulting, Digital Experience at FPT Software E180
Aug 20, 2024
The one with the catalyst (not crusader) - Megan Burns Founder Experience Enterprises E179
Aug 13, 2024
The one where he unifies CX - Adam Powers CX #OpenToWork E178
Aug 06, 2024
The one with the customized resiliency kit - Sangeetha Rai VP Customer Success Northwestern Mutual E177
Jul 30, 2024
The one with the epochal growth - Sarah Caminiti Head of US Customer Service at abcam E176
Jul 23, 2024
The one with the hidden customer revenue - Anita Toth | The Hidden Revenue Hunter E175
Jul 16, 2024
The one with the CX tasting menu - Courtney LeBlanc CX #OpenToWork E174
Jul 09, 2024
The one with the CX maven - Sarah Hatter CX Maven & Creator of ElevateCX E173
Jul 02, 2024
The one with the Severance TV lessons - Michael Mattson Chief Empathy Officer at Walk A Mile E172
Jun 25, 2024
The One Where Chatbots Aren't Enough - Lisa Eyer Head of Client Experience and Business Insights E171
Jun 18, 2024
The one where he just fixes it please - David Balko CX #OpenToWork E170
Jun 11, 2024
The one with real CX research - Nicole Kyle Managing Director CMP E169
May 28, 2024
The one with CX automation - Jasen Williams Global VP Corporate Marketing Verint E168
May 21, 2024
The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167
May 14, 2024
The one with the customer support great day - Jordan Hooker CX #OpenToWork E166
May 07, 2024
The one where org design gets in the way - Silvana Buljan Executive Director Bond EMEA E165
Apr 30, 2024
The one with the Disney Wisdom - Francesca Tempestini - Employee Experience Advocate E164
Apr 23, 2024
The one with Customer Trust - Ilenia Vidili Customer Centricity Advisor E163
Apr 16, 2024
The one with LEGO Serious Play - Sirte Pihlaja, CEO & LEGO Serious Play Facilitator E162
Apr 09, 2024
The one where she’s feral about support - Ashley Hayslett CX #OpenToWork E161
Apr 02, 2024
The one with the people heroes - Celia Fleischaker CMO at isolved E160
Mar 26, 2024
The one with mental health and CX - Stephanie Coradin CEO & Founder DEMBO Inc E159
Mar 19, 2024
The one with where she’s OG AI - Alyona Medelyan Co-Founder & CEO Thematic E158
Mar 12, 2024
The one with outcomes not experiences - Jermaine Edwards B2B Customer Growth Strategist E157
Mar 05, 2024
The one with the customer service Grandma Golden Rule - Emily Stubbs #OpenToWork E156
Feb 27, 2024
The one with the future of Customer Experience - Bill Staikos SVP at Medallia E155
Feb 20, 2024
The one with the eyes and ears of your brand - Milagros Gonzales, Ambassador Marketing Manager | Gorgias E154
Feb 13, 2024
The one with LinkedIn trust & confidence - Sam Stern LinkedIn Sr Mgr Customer Experience E153
Feb 06, 2024
The one where we amplify the CX job seeker - Adam Haesler #OpenToWork E152
Jan 30, 2024
The one with the CX Procenaissance - Rick Denton Host and Managing Principal at EX4CX E151
Jan 23, 2024
The one with the CX teenage years - Andrew Carothers Digital CX Leader Cisco Systems E150
Jan 16, 2024
The one with three customer loyalty tiers | Ali Cudby Co-Founder & CEO Alignmint Growth Strategies E149
Jan 09, 2024
The one with Content, Culture, and CX | Paul Banks Founder & Chief of Different Thinking at Javelin Content Management E148
Jan 02, 2024
The One with the 2023 First Class Holiday Special part 2 - Various CX Passport Guests E147
Dec 26, 2023
The One with the 2023 First Class Holiday Special part 1 - Various CX Passport Guests E146
Dec 19, 2023
The one with Spotify Customer Service - Rajiv Vellodi VP Global Customer Service Spotify E145
Dec 12, 2023
The one with the human experience - NYT Bestseller Joseph Michelli CEO The Michelli Experience E144
Dec 05, 2023
The one with the profitable rule breaker - Zoe Kahn Manager CX & Retention at Chomps E143
Nov 28, 2023
The one with the two hour design sprint - Teresa Cain Author Solving Problems in 2 Hours E142
Nov 21, 2023
The one with Sun Country Airlines customer service - Jeremy Hyde | Director Customer Support at Sun Country Airlines E141
Nov 14, 2023
The one with with global reach and local experience - Sarah Baker | Director, Global CX at KFC E140
Nov 07, 2023
The one with the CX marriage officiant - Nate Brown, Co-founder CX Accelerator E139
Oct 31, 2023
The one where he's curious...not judgmental - Tim Kyse, VP of Customer Experience at Openly E138
Oct 24, 2023
The one with the bot baggage - Rob Dwyer, Vice President Customer Engagement | Happitu E137
Oct 17, 2023
The one where they win best customer team | Jennifer Meunier Head of CX & Product @ G4 Educação E136
Oct 10, 2023
The one with the handwritten note - Rick Elmore, CEO Simply Noted - E135
Oct 03, 2023
The one where he goes beyond CX - Vimal Rai Managing Partner, Commercial Excellence Partners E134
Sep 26, 2023
The one with AI – Ben Wright, Co-founder Jiffy E133
Sep 19, 2023
The one where he elevates – Wes Dudley, VP Customer Experience at Broad River Retail E132
Sep 12, 2023
VACAY RERUN - The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Director, Global VOC & Omni | Foot Locker E131
Sep 05, 2023
VACAY RERUN - The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E130
Aug 22, 2023
The one with elephant level emotional intelligence – Sandra Thompson, Founder Ei Evolution E129
Aug 08, 2023
The one with the CX hot roll - Eli Weiss, Sr Dir Customer Experience | Jones Road Beauty E128
Aug 01, 2023
The one with the CX Feng Shui - Claire Boscq, BizShui Creator E127
Jul 25, 2023
The one with the real results - Neha Dutta VP Digital Client Success Lead at EXL E126
Jul 18, 2023
The one with marketing malpractice - Alan Hale President Consight Marketing Group E125
Jul 11, 2023
The one with that career coach - Kendall Berg, Founder of That Career Coach E124
Jul 04, 2023
The one with the Customer Profitability - Evan Klein, Founder & President Satrix Solutions E123
Jun 27, 2023
The one with the CX bartender - Tshili Khupe Head of LTVplus Strategic Partnerships E122
Jun 20, 2023
The one with the DNA Experience - Sherry Grissom & Melissa Spears of Illumina E121
Jun 13, 2023
The one with the customer mix tape - Amy Brown, CEO of Authenticx E120
Jun 06, 2023
The one with the call center’s call center - Gary Pudles, President & CEO AnswerNet E119
May 30, 2023
The one with Omotenashi - George Nagatsuka - Founder Discover Xciting Japan E118
May 23, 2023
The one with the relational collateral - Phil Davis - Pastor, Faith Community Church (Prague) E117
May 16, 2023
The one with 2 T-Rexes and 2 Pennies - Mercer Smith, VP CX Insights and Community at Partner Hero E116
May 09, 2023
The one with expanding representation & BPO partnerships - Megan Bassler VP Strategic Partnerships at OP360 E115
May 02, 2023
The one with the customer first downs - Jeff Krogman SVP MasterCard E114
Apr 25, 2023
The one with the Changi experience - Andrew Tan Director Airport Ops Consultancy Changi Airport Group E113
Apr 18, 2023
The one with the beverage customer experience - Gabriela Amaral, Global Cust Satisfaction Manager - AB InBev E112
Apr 11, 2023
The one with the CX orchestration - Mark Slatin CX Advisor at EmpoweredCX E111
Apr 04, 2023
The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Dir, Global VOC & Omni at Foot Locker E110
Mar 28, 2023
The one with the Uber of BPOs - Claas van Delden, Chief Growth Officer for yoummday - E109
Mar 21, 2023
The one with the better Crypto Customer Experience - Clemens Behrend of Web3CX E108
Mar 14, 2023
The one with United Airlines Customer Experience - Bryan Stoller Global Head of Customer Care United Airlines E107
Mar 07, 2023
The one with the simplicity of CX - Evas Bazirakakye E106
Feb 28, 2023
The one with the convergence of clarity and surprise - Jared Fink of Siegel+Gale E105
Feb 21, 2023
The one with the patient choice awakening - Ben Seals CEO Thomas Eye Group S2E104
Feb 14, 2023
The one where chatGPT visits CX Passport - E103
Feb 07, 2023
The one with the housekeepers' customer insight - Mike Kuenne S2E102
Jan 31, 2023
The one with the swear jar for the word 'survey' - Tanya Fowler S2E101
Jan 24, 2023
The one with the Hilton light and warmth of hospitality - Mike Gathright SVP Customer Experience Hilton E100
Jan 17, 2023
The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E99
Jan 10, 2023
The one where Oman is the Switzerland of the Middle East - Codin Caragea E98
Jan 03, 2023
2022 First Class Holiday Special - Great Former CX Passport Guests E97
Dec 27, 2022
The one where remote work is NOT one size fits all - Anne Bibb E96
Dec 20, 2022
The one where they sell smiles - April Obersteller E95
Dec 13, 2022
The one with the war in Ukraine and customer experience - Anastasia Vladychynska E94
Dec 06, 2022
The one with Customer Experience and the hashtag - Jeremy Watkin E93
Nov 29, 2022
The one with the Voice of Service - Craig Stoss E92
Nov 22, 2022
The one with the Cameroon customer experience evolution - Georges Essama E91
Nov 15, 2022
The one where surfing proves Good CX is Good Business - Tony Sanchez E90
Nov 08, 2022
The one with a new CX Sheriff in town - Amanda Ono E89
Nov 01, 2022
The one where they're curious about CX - Karl Sharicz E88
Oct 25, 2022
The one with the BPO whisperer - Fred Shadding E87
Oct 18, 2022
The one where Fish And Chips Leads to Customer Success - Ryan Noakes E86
Oct 11, 2022
The one where he does B2B Customer Experience Better - Jim Tincher E85
Oct 04, 2022
The one with neurodiverse, patient and reimagined experiences - Shawn Nason E84
Sep 27, 2022
The one with amazing fan experience at world famous events - Matt Lynch E83
Sep 20, 2022
The one where he goes from insight to action - Ken Peterson E82
Sep 13, 2022
The one with the Co-creation for the Modern Union - Brian Elliott E81
Sep 06, 2022
The one where Red is the new green of KPIs - Cristina Popa E80
Aug 30, 2022
The one where they create a customer insights team from scratch - Jared Gebers & Audrey Anderson E79
Aug 23, 2022
The one with the burgers, the mojitos and the airline loyalty - Mark Ross-Smith E78
Aug 16, 2022
The one with the BPO Brand Love- Jose Herrera E77
Aug 09, 2022
The one with customer experience for turbulent times - Mary Drumond E76
Aug 02, 2022
The One With The Empathy And The Spreadsheet - Vaishali Dialani E75
Jul 26, 2022
The one with the Happiness of King’s Hawaiian - Troy Figgins E74
Jul 19, 2022
SUMMER VACAY RERUN - "The One With The Sunday Sickness Cure" E6
Jul 12, 2022
The one where memories matter - Gus Imhof E72
Jul 05, 2022
The one with the Chief People Officer and the King of CX - Esra Beyzadeoğlu & Buğra Asfuroğlu E71
Jun 28, 2022
PRIDE Rerun - The one with Return on EQUALITY - Todd Sears E13
Jun 21, 2022
The one with the kryptonite of Voice of the Customer - Lisa Nance E69
Jun 14, 2022
The one with the Dashers vs Defenders - Dennis Wakabayashi E68
Jun 07, 2022
The one with salty client honesty - Michael Hinshaw E67
May 31, 2022
Vacay RERUN - The one with all the gold dust - Gavin Scott E32
May 24, 2022
The one with the digital irrelevance antidote - Howard Tiersky E65
May 17, 2022
The One Where the Journey is the Truth - Jochem van der Veer E64
May 10, 2022
The one where she transforms lives…one customer at a time - Desirree Madison Biggs E63
May 03, 2022
The one with the 3 P’s of CX - Laise Porto E62
Apr 26, 2022
The one with CSX (Customer SERVICE Experience) - Alex Mead E61
Apr 19, 2022
The one with the in-flight entertainment - Corinne Streichert E60
Apr 12, 2022
"The one with the 1% Diamond Insight" - Gürol Kurt E59
Apr 05, 2022
“The one with the CX Goalkeeper” - Gregorio Uglioni E58
Mar 29, 2022
"The one with the Minister of Happiness” - Faran Niaz E57
Mar 22, 2022
“The one with #SheDrives, Chip Shortages and STUNNING Personalization” Hussein Dajani E56
Mar 15, 2022
RERUN "The one with the CX controversy" - Nic Zeisler E19
Mar 08, 2022
"The one where she designs experiences at Cirque du Soleil…and beyond!" - Carolene Méli E54
Mar 01, 2022
"The one with sake, churrascarias, CX controversies and 4 steps to CX glory" - Jimmy Hosang E53
Feb 22, 2022
“The one with Human to Human banking” - Aarthi Murali E52
Feb 15, 2022
"The one with the Dark Side of CX" - Mike Bartlett E51
Feb 08, 2022
"The one with the Customer Experience Field Manual” - Jeff Sheehan E50
Feb 01, 2022
"The one with a ‘More Than Perfect’ cruise experience” - Paul Rutter E49
Jan 25, 2022
"The one where Pest Control Saves Lives" Matt Beckwith E48
Jan 18, 2022
"The one where Design Thinking unlocks the creativity of your childhood" - Seda Alpkaya E47
Jan 11, 2022
"The one with igniting passion for Customer Experience in the Arab region" - Olga Budieri E46
Jan 04, 2022
"The one with the Holiday First Class Lounge Collection (Part 2)" - Various E45
Dec 28, 2021
"The one with the Holiday First Class Lounge Collection (Part 1)" - Various E44
Dec 21, 2021
"The one with First, Better or Different" - Mike Verret E43
Dec 14, 2021
“The one where CX is Yoga” - Jay Thattai E42
Dec 07, 2021
"The one with VOC...Voice of the Candidate" John Bradley E41
Nov 30, 2021
"The one where there is no one ideal customer" Elaine Lee E40
Nov 23, 2021
"The one where we Start Reverse" Andre Wiringa E39
Nov 16, 2021
"The one with the Mad Max world of travel today" Mindy Lentz E38
Nov 09, 2021
"The one with People Dependent Return on Investment" Cristina Herrera E37
Nov 02, 2021
"The one where we go (back!) to the movies! Yay!" Todd Weishaar E36
Oct 26, 2021
"The one where BPOs are true partners" John Billings E35
Oct 19, 2021
"The one with a seamless customer journey" Ido Bernstein-HaCohen E34
Oct 12, 2021
"The one with cool visual merchandising" Daniel Black E33
Oct 05, 2021
"The one with all the gold dust" Gavin Scott E32
Sep 28, 2021
"The one with Shep's new book 'I'll Be Back'" Shep Hyken E31
Sep 21, 2021
"The one with Damian’s great phrases" Damian Miller E30
Sep 14, 2021
"The one with a natural curiosity about the world" Tom DeWitt, Ph.D. E29
Sep 07, 2021
"The one with the cultural heartbeat" Clinton Cohen E28
Aug 31, 2021
"The one with the iconic American road trip" Alec Dalton E27
Aug 24, 2021
"The one where he creates global retail destinations" Cliff Crosbie E26
Aug 17, 2021
"The one where CX is cultivated" Katie Stabler E25
Aug 10, 2021
"The one with all the CX leadership skills" Jo Boswell E24
Aug 03, 2021
"The one with The Magic...Really!...The Orlando Magic!" - Katie Miller E23
Jul 27, 2021
"The one about matching hurry with hurry" - Stephen Grygar E22
Jul 20, 2021
"The one with unexpected experiences for people" - Brian Campbell & Mike Dzura E21
Jul 13, 2021
"The one with great Fan Experience" - Erin Swales E20
Jul 06, 2021
"The one with the CX controversy" - Nic Zeisler E19
Jun 29, 2021
"The one with the Singapore of Africa" - Jonathan Daniels E18
Jun 24, 2021
"The one with the CX evolution" - Lorena Kurtjian Hernandez E17
Jun 22, 2021
"The one with EQ" - Julie Cockerill E16
Jun 17, 2021
"The one with #NothingAboutUsWithoutUs" Kate Brouse E15
Jun 15, 2021
"The one with the Phoenix Sky Harbor Airport" - Misty Cisneros-Contreras E14
Jun 10, 2021
"The one with Return on EQUALITY" - Todd Sears E13
Jun 08, 2021
"The one where he would walk 500 miles (and did!)" - Will Bachman E12
Jun 03, 2021
"The one where CX is the meat of the Marketing sandwich" - Erik Lautier of Erik & Co E11
Jun 01, 2021
"The one with the 'experiencia de cliente'" - Sebastien Munar E10
May 25, 2021
"The one with the customer immersion" - Diane Magers E9
May 18, 2021
"The one with the fingerprints" - Bram De Vos E8
May 11, 2021
"The one with the milkshake for hire" - Dan Balcauski E7
May 04, 2021
"The one with the Sunday sickness cure" - Anne Witherspoon E6
Apr 27, 2021
"The one with the spiral dynamics" - Josh Ramsey E5
Apr 20, 2021
"The one with the candidate experience" - Nima "The Speaker" Khanghahi E4
Apr 13, 2021
"The one with the great CX turnaround" - CX Passport Sharon Boyd E2
Apr 06, 2021
"The one where retail isn't dead. Boring retail is dead" CX Passport Brooke Bayer E3
Apr 06, 2021
"The one with the ice cream" - Santhakumaran Atmalingam E1
Mar 18, 2021