CX Passport
👉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:
âś…Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup
âś…Bring CX Passport Live to your event www.cxpassportlive.com
I'm Rick Denton and I believe the best meals are served outside and require a passport
Music: Funk In The Trunk by Shane Ivers
CX 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.
📖 Our book is here! Get your copy of The Loud Quiet – Love, Laughter and Life in the Empty Nest, here: https://amzn.to/4sC0EV7
© EX4CX LLC. All rights reserved.
Episodes
259 episodes
The One With Behavior Driven CX - Candy Kothmann E237 Greatest Hits
How do you deliver empathy at scale when the stakes are life-changing?In this *Greatest Hits* episode of CX Passport, recorded live in Austin as a CX Passport Live, Candy Kothmann shares what it means to lead a customer experience opera...
The One With the Retention Revelation – Daniel Granja Baltazar E236
Why do so many companies chase new customers when the math clearly proves that retention wins every time? Daniel Granja Baltazar joins from Rotterdam to unpack the “retention revelation”... how conversion rate optimization (CRO) is really about...
The One Where Construction Becomes CX – Alyssa Staats E235
How can construction and customer experience possibly connect? Alyssa Staats shows us exactly how. From hard hats to HVAC, Alyssa reveals how CX shows up in the most unexpected corners of the AEC world (architecture, engineering, and constructi...
The One With The Training Clothing - Jannecke Drangert-Hveding E234
Customer experience isn’t about buzzwords or awards...it’s about creating real value.In this episode, Jannecke Drangert-Hveding joins from Norway to challenge the CX world on what truly matters. From digital transformation to Nor...
The One With Brazilian CX Trust - Cami Ferreira E233
Trust may be Brazil’s CX superpower... but that’s just the start. Cami Ferreira brings more than culture insights. She brings a finance-first perspective that helps CX leaders finally speak the language of the boardroom. She...
The One Where We Hitch Our Wagon – Helge Tennø E232
How can a small CX team make a big impact inside a giant organization? CX Passport guest Helge Tennø says the answer is simple... hitch your wagon to something bigger.In this episode, Helge challenges CX from e...
The One With the Brussels Sprout Resolve – Mike Kendall E231
Some call it doom and gloom for CX. Others say it’s just evolving. But Mike Kendall isn’t giving up on customer experience... he’s rethinking it.From his early days helping define CX at Capital One to leading strategy at big brands and n...
The One With the Future of Customer Experience - Bill Staikos E230 Greatest Hits
What will customer experience actually look like five years from now?In this *Greatest Hits* episode of CX Passport, Bill Staikos lays out a compelling, grounded vision for the future of customer experience. A seasoned CX exec...
The One With Theater, Hedge Funds, and Guest Journeys – Tori Signorelli E229
From the theater to hedge funds to Alaska Airlines... Tori Signorelli’s path to CX isn’t typical. And that’s exactly what makes her perspective matter.Early in her role at Alaska Airlines, Tori’s fresh eyes are helping evolve th...
The One With CX the Customer Would Pay For - Karyn Furstman E228 Greatest Hits
Would your customer actually *pay* for the experience you’ve designed?In this *Greatest Hits* episode of CX Passport, Karyn Furstman brings 30+ years of CX and operations expertise to the mic. With a background at brands like ...
The one with the 3 values - Michel Stevens E227
Michel Stevens believes technology should be boring... and that’s a compliment.In this episode of CX Passport, Michel shares how three core values — honesty, fairness, and trust — shape every decision in customer experience and leadersh...
The One With the (CX) Pet Shop Boys - Scott Lee Holloway E226 Greatest Hits
Can complaints actually be your company’s greatest asset?In this *Greatest Hits* episode of CX Passport, Scott Lee Holloway shares his CX journey…from a teenage pet shop employee in the UK to leading customer experience strategy for APS ...
The One With The Seat At The Table - Kate Guenther E225
CX won’t work if the people closest to the customer don’t have a seat at the table.Kate Guenther’s journey started in childhood, learning how trust is built through human-centered service. Today, that experience fuels her belief th...
The one with the CX maven - Sarah Hatter E224 Greatest Hits
How do you build customer experience around support… not in spite of it?In this *Greatest Hits* episode of CX Passport, Sarah Hatter shares insights from over a decade of championing support as a strategic pillar of CX. As the founder of...
The One With The Neuroscience of Trust - Tim McCleary E223
What if you could measure trust in real time?Tim McCleary brings neuroscience, global experience design, and deep culture work into one unique conversation. As the founder of The Involvement Practice, Tim helps organizations move f...
The One With CX in Ghana - Kojo Hayford E222 Greatest Hits
What does customer experience look like in Ghana — and across Africa?In this *Greatest Hits* episode of CX Passport, Kojo Hayford takes us on a journey through customer experience transformation on the African continent. Kojo is the Fou...
The One With The 9X ROI - Dave Seaton E221
How do you get real business value from customer experience work?Dave Seaton is a journey mapping expert who doesn't stop at sticky notes and emotional arcs. He helps companies identify operational and financial wins from their CX ...
The One With the AgileCX - Lauren Feehrer E220 Greatest Hits
How do Agile principles, customer experience, and camper life all fit together? Lauren Feehrer connects those dots brilliantly in this *Greatest Hits* episode of CX Passport.Lauren is the founder of LoyaltyCraft, where she helps mid-mar...
The One With The Culture Shock Absorber - Eric Stone E219
How do you actually build a culture that sticks — one that survives chaos, grows talent, and actually gets results?Eric Stone has spent nearly 30 years leading through culture. From building the “think tank” inside Enterprise Rent-A-Car ...
The One With The AI Readiness Truth - Fred Stacey CEO Cloud Tech Gurus E218
🎤🎞️“The One With The AI Readiness Truth” with Fred Stacey CEO Cloud Tech Gurus in CX Passport Episode 218🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Fred Stacey1:30 Why every contact center is...
The one with the new studio - Jessica “JP” Posey, Senior Director of CX for Kit E217
🎤🎞️“The one with the new studio” with Jessica “JP” Posey, Senior Director of CX for Kit in CX Passport Episode 217🎧 What’s in the episode?...(Special Kit offer JUST for CX Passport listeners is in the episode)In this episode of CX...
The one with mean girls - Beth Karawan CoFounder / EVP at Imprint CX E216
🎤🎞️“The one with mean girls” with Beth Karawan CoFounder / EVP atImprint CX in CX Passport Episode 216🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Beth Karawan1:26 Why Beth felt like the “n...
REPLAY The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187
I’m taking a break so enjoy a very impactful rerun…🎤🎞️What does service recovery look like even with an approaching hurricane? “The one with the rapid recovery” with Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing for isol...
What is Southwest Thinking?! - LinkedIn live replay with Sam Stern E214
🎤🎞️“What is Southwest Thinking?!” REPLAY of earlier LinkedIn live with Sam Stern - CX Passport Episode 214🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Replay of LinkedIn Live with Sam Stern1:25 Southwest...
The one with the hierarchy of opportunity - Ian Storm Dir Strategic Solutions at Aspect Software E213
🎤🎞️“The one with the hierarchy of opportunity” Ian Storm Dir Strategic Solutions at episode sponsor Aspect Software in episode 213🎧 What’s in the episode?...CHAPTERS0:00 Introduction: Welcoming Ian Storm1:54 Wher...
