163 episodes
CX Passport Rick Denton
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- Business
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5.0 • 13 Ratings
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👉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. 🎬Subscribe here and 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. Rick serves as the Managing Principal for EX4CX - Execution for Customer Experience and believes the best meals are served outside and require a passport. 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
🖱️Sign up at www.cxpassport.com and never miss an episodeWant more great Customer Experience? Visit www.ex4cx.com to learn how EX4CX enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. Music: 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.
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The one with Customer Trust - Ilenia Vidili Customer Centricity Advisor E163
🎤🎞️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/ -
The one with LEGO Serious Play - Sirte Pihlaja, CEO & LEGO Serious Play Facilitator E162
🎤🎞️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 -
The one where she’s feral about support - Ashley Hayslett CX #OpenToWork E161
🎤🎞️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/ -
The one with the people heroes - Celia Fleischaker CMO at isolved E160
🎤🎞️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 -
The one with mental health and CX - Stephanie Coradin CEO & Founder DEMBO Inc E159
“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/ -
The one with where she’s OG AI - Alyona Medelyan Co-Founder & CEO Thematic E158
🎤🎞️“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/
Customer Reviews
A fun show!
A terrific combo - a great host and a fantastic concept! Well done!
A new favorite! ✈️
CX Passport is a new favorite in my feed! I'm really impressed by the engaging discussions, insightful content, and actionable ideas. You’ll learn something new every time you listen! Not to mention I love the format and hearing about the guests’ travels. Highly recommend tuning in!
I learn so much from CX Passport
I really enjoy listening to CX Passport podcasts! They are very informative and very diverse covering experiences across many industries. Sometimes ideas and solutions are found outside of our own industries and CX Passport helps to create the place where these insights and experiences come together and are shared in a professional way. The host Rick Denton puts a lot of planning and effort into it and this definitely shows in the overall quality of the podcasts! Very well done and one of my favs to listen to! Keep up the great work Rick!