Episodes
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🎤🎞️Let the mouse guide us in “The one with the Disney Wisdom” with Francesca Tempestini - Employee Experience Advocate in CX Passport Episode 164🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:58 Becoming aware of the importance of customer experience
6:56 Developing a reflex for customer experience
10:17 Handling customer concerns at Disneyland Paris
16:59 What will CX be like for the Paris 2024 Olympics
18:49 1st Class Lounge
24:18 Getting started with customer and employee experience
26:22 Equipping employees to deliver experience
28:35 CX surprises after leaving Disney
30:39 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Francesca LinkedIn: https://www.linkedin.com/in/francesca-tempestini-cx/
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🎤🎞️Find customer centricity in “The one with Customer Trust” with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:52 Understanding Customer Centricity
6:49 The Business Value of Customer Centricity
10:42 Consistency and Commitment in Customer Centricity
13:31 Building Customer Trust
19:05 The Digital Nomad Experience
22:49 1st Class Lounge
25:58 European Women on Boards (EWOB)
29:07 Current Customer Experience Pain Points
30:50 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:Website: https://www.ileniavidili.com/
LinkedIn: https://www.linkedin.com/in/ileniavidili/
European Women On Boards (EWOB): https://europeanwomenonboards.eu/
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Missing episodes?
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🎤🎞️Recover your creativity! “The one with LEGO Serious Play” with Sirte Pihlaja, CEO and LEGO Serious Play Facilitator in CX Passport Episode 162🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:47 Journalism as a path to customer experience
5:48 The importance of creativity as adults
10:09 All about LEGO Serious Play
15:39 1st Class Lounge
23:21 Implementing AI in Customer Experience
29:03 State of CX in Finland
31:36 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Sirte LinkedIn: https://www.linkedin.com/in/sirte/
Sirte Website (Finnish): https://www.shirute.com/
Sirte Website (English): https://www.shirute.fi/en
CX 5 Book: https://www.shirute.com/cx5-book/
CX Play: https://www.cxplay.fi
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🎤🎞️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:48 Early Experience in Customer Support
4:14 The Joy of Helping People with Customer Support
7:41 Bridging Gap Between Customer and Business Decisions
13:39 Contact Center as a Customer Insights Center
15:48 Heartwarming Story of Turning it Around for Customers
20:28 1st Class Lounge
26:23 Using AI in Customer Experience
29:13 Improving Agent Experience
31:10 What’s Broken in Customer Experience
34:04 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
LinkedIn: https://www.linkedin.com/in/ashley-h-28737710/
Website: https://www.prohelpcx.com/
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🎤🎞️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s in the episode?...
CHAPTERS
0:00 Introduction
3:05 Blending Marketing and Experience
6:28 Defining Employee Experience
8:49 Employee Experience and Tangible Business Value
13:50 Employee Expectations and Customer Experience
18:26 1st Class Lounge
23:03 Employee Concerns about AI
26:15 Best examples of Employee and Customer Experience
29:37 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Thank 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
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“The one with mental health and CX” with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:35 Linking Mental Health and Leadership
5:25 Mental Health and Customer Experience
9:43 Importance of Self Awareness
12:27 Hospitality and Customer Experience
13:53 Role of Listening and Empathy in Customer Service
20:49 1st Class Lounge
24:39 Improving Communication and Leadership
28:55 Breaking Out of Traditional Mindsets
30:37 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Website: https://www.stephaniecoradin.com/
LinkedIn: https://www.linkedin.com/in/demboinc/
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🎤🎞️“The one with where she’s OG AI” with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:43 Alyona representing OG of AI
5:46 Advancements in AI and Language Models
8:16 Thematic origin story - Solving customer problems
10:26 Democratization of Insights
14:29 Understanding Customer Needs in a Post-Survey World
16:34 1st Class Lounge
22:32 Influence of travel on CX approach
25:07 Addressing Cultural Differences in a Remote Company
28:26 Listening to customers in a post-survey world
33:20 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
LinkedIn: https://www.linkedin.com/in/medelyan/
Website: https://getthematic.com/
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🎤🎞️ “The one with outcomes not experiences” with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
3:18 CX skepticism in the Boardroom
7:35 Which customers should a company care about?
11:35 Creating Clarity in Customer Experience
12:44 Outcomes or experiences
16:18 1st Class Lounge
20:18 Operationalizing Customer Revenue & Reputation Growth
25:45 Engagement vs Retention
31:04 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
LinkedIn: https://www.linkedin.com/in/jermaineedwards/
Website: Jermaineedwards.com
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🎤🎞️Let’s accelerate another #OpenToWork CX Job Seeker Emily Stubbs in “The one with the customer service Grandma Golden Rule” in CX Passport Episode 156🎧
CHAPTERS
0:00 Introduction
3:10 Why is CX important to Emily?
5:03 Balancing Efficiency and Building Connections
6:25 Creating Positive Experiences for Customers
8:32 Customer Experience Impact on Business Results
9:53 Delivering Personalized Experiences
11:47 Avoiding Unintended Brand Promises
14:34 1st Class Lounge
19:55 Analyze Data - Improve CX
23:21 How will Emily help companies with customer experience
27:22 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
LinkedIn: https://www.linkedin.com/in/emily-stubbs-90781b2b/
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🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?...
CHAPTERS
0:00 Introduction
6:00 The 4 Personas of a CX leader
8:30 Future Thinking in Customer Experience
11:00 The promise of Gen AI for customer experience
16:15 The evolution of CX as a discipline
19:12 Change Management and CXOs
20:141st Class Lounge
26:02 Driving Change with CX
30:32 Advice for CX professionals
33:11 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode 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
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🎤🎞️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?...
CHAPTERS
0:00 Introduction
2:52 Knowledge to Experience
4:51 Empathy in Customer Experience
7:18 The Undervalued Front Line
9:29 Moving from cost center to revenue generator
14:38 Customer stories to drive improvement
17:23 1st Class Lounge
23:05 Why haven’t all companies embraced customer experience
25:59 Gorgias’ approach to customer listening
31:04 Balancing policy with human decision
33:20 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
LinkedIn: https://www.linkedin.com/in/milagros-gonzales-520565183/
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🎤🎞️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?...
CHAPTERS
0:00 Introduction
4:04 Customer Experience at LinkedIn
9:11 Converting Insights into Action at LinkedIn
17:00 Creating a customer-centric culture
21:56 Customer Culture Success stories - Cleveland Clinic
27:46 1st Class Lounge
32:17 Customer Experience driving tangible improvement
36:10 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
LinkedIn: Sam Stern | LinkedIn
CX 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
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🎤🎞️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?...
CHAPTERS
0:00 Introduction
4:17 Adam’s journey into customer experience
6:08 Focus on Outcomes over Outputs
8:04 Using Scientific Method in CX
13:14 Connecting Business Results and Customer Experience
14:30 Reducing customer effort in customer service
17:37 1st Class Lounge
24:00 What Companies are Missing in Customer Experience
27:53 Adam’s Next steps in Customer Experience
29:22 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
LinkedIn: https://www.linkedin.com/in/adamhaesler/
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🎤🎞️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?...
CHAPTERS
0:00 Introduction
2:25 The year of CX Reckoning
8:07 Procenaissance - Fix Customer Experience in 2024
10:20 Origin story of Process & CX
15:40 $50 Million in increased revenue
19:10 Closing and seeking feedback
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport -
🎤🎞️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?...
CHAPTERS
0:00 Introduction
2:02 What does successful digital CX look like?
5:16 The role of AI in customer experience?
13:05 The importance of process in customer experience
17:16 How global influences customer experience approach
18:53 1st Class Lounge
24:43 The teenage years of CX / Customer Experience
29:28 Maintaining humanity in CX
32:39 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
Andrew LinkedIn: https://www.linkedin.com/in/andrew-carothers/
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🎤🎞️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?...
CHAPTERS
0:00 Introduction
2:17 The Importance of Customer Loyalty
6:02 Loyalty evolution example from New York Times
9:50 Three Tiers of Customer Loyalty
15:48 Front of House / Back of House - Inspiration from “Bear”
19:23 1st Class Lounge
24:08 Origin of Alignmint
25:08 Balancing numbers and humanity
29:51 Process of Writing a Book
33:20 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'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
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🎤🎞️“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?...
CHAPTERS
0:00 Introduction
3:32 Helping businesses communicate and create emotional attachments
9:15 Content marketing influencing customer experience
14:45 Avoid the trap of brands forgetting the humans
19:08 Dangers of brand damage from human content mistakes
23:10 1st Class Lounge
31:00 Why Small Medium Businesses matter?
34:45 Serving as a Volunteer Constable for 10 years
38:20 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode 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
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🎤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 147
Thank 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 Intro
1:08 Phil Davis - Czech Republic
5:42 Claire Boscq - UAE
11:26 Eli Weiss - USA
15:20 Mercer Smith - USA
19:21 Vimal Rai - Dubai
23:40 Gabriela Amaral - Brazil
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
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🎤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 146
Thank 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?...
CHAPTERS
0:00 Intro
1:37 Megan Bassler - USA
6:18 Tshili 'Chili' Khupe - UK
10:31 Jennifer Meunier - Brazil
15:11 Tyler Saxey - USA
18:32 Sandra Thompson - UK
23:08 George Nagatsuka - Japan
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
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🎤🎞️Customer Service for one of the world’s most visible brands “The one with Spotify Customer Service” with Rajiv Vellodi VP Global Customer Service Spotify in CX Passport Episode 145🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:29 What’s Rajiv’s top Spotify playlist?
3:10 Global Customer Support at Spotify
5:20 Blending GE, Hilton, Amazon career experience at Spotify
10:36 Managing Global Customer Service for high visibility brand like Spotify
15:15 Elevating and celebrating culture
18:54 1st Class Lounge
24:39 Key factors how Spotify chooses BPO partners
31:45 Contact center as customer insight center at Spotify
34:56 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
#customerservice #customerexperience #customer #improvecustomerexperience #customerserviceprocess #spotify #process #business #management #travel #bettercustomerservice #shorts - Show more
