Shows
CX PassportThe one with the new studio - Jessica “JP” Posey, Senior Director of CX for Kit E217What's on your mind? Let CX Passport know...🎤🎞️“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 Passport, host Rick Denton is joined by Jessica “JP” Posey, the Senior Director of Customer Experience at Kit. Filmed at the Kit Studios in Chicago, JP and Rick discuss how customer experience (CX) is a significant growth engine for businesses rather than just a cost center. They explo...
2025-05-2033 min
CX PassportThe one with the biker CX - Rick Malsch E198What's on your mind? Let CX Passport know...🎤🎞️This month’s CX OpenToWork seeker in “The one with the biker CX” with Rick Malsch in CX Passport Episode 198🎧 What’s in the episode?...CHAPTERS0:00 Introduction to Rick Malsch, CX OpenToWork2:14 Why Customer Experience Matters to Rick Malsch4:33 Customer Engagement at Harley Davidson: Rentals and Training8:55 CX Passport Live: Amplifying Event Experiences10:06 Building Brand Loyalty Through Customer Engagement14:12 Listening to Customers to Improve CX Programs19:19 1st Class Lounge24:15 Four Key Ar...
2025-01-0733 min
CX PassportThe One with the 2024 First Class Holiday Special part 2 - E197What's on your mind? Let CX Passport know...🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 2”🎧 Episode 197Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?...CHAPTERS0:00 Rick Denton (host introduction)1:18 Bill Staikos7:19 Alyona Medelyan11:44 Kojo Hayford16:57 Lauren Feehrer22:11 Adam Scott28:46 Celi...
2024-12-3132 min
CX PassportThe one with the CX Procenaissance - Rick Denton Host and Managing Principal at EX4CX E151What'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 wee...
2024-01-2322 min
CX PassportThe one with the profitable rule breaker - Zoe Kahn Manager CX & Retention at Chomps E143What's on your mind? Let CX Passport know...🎤🎞️Breaking rules…creating customer loyalty “The one with the profitable rule breaker” Zoe Kahn Manager of CX & Retention at Chomps in CX Passport Episode 143🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:40 CX & retention role at Chomps7:10 Planet Fitness Front desk job influencing CX today10:32 Breaking CX rules. Creating customer empathy13:45 CX & Retention…simliar and different17:30 Fitness competitions inspiring customer empathy today20:38 1st Class Lounge24:30 Zoe’s “Let’s Laugh About It” Podcast...
2023-11-2837 min
CX PassportThe one with Sun Country Airlines customer service - Jeremy Hyde | Director Customer Support at Sun Country Airlines E141What's on your mind? Let CX Passport know...🎤🎞️Buckle that seatbelt and get ready for departure… “The one with Sun Country Airlines customer service” with Jeremy Hyde Director Customer Support at Sun Country Airlines…episode 141🎧 What’s in the episode?...CHAPTERS0:00 Introduction3:39 Customer service approach and preventing future issues7:35 Using data and feedback to improve airline customer experience12:34 Customer service challenges and employee engagement in the airline industry. 19:10 Where would Jeremy go with a free weekend and flight benefits20:40 1st Class Lounge24...
2023-11-1438 min
CX PassportThe one with the handwritten note - Rick Elmore, CEO Simply Noted - E135What's on your mind? Let CX Passport know...🎤🎞️“The one with the handwritten note” with Rick Elmore CEO Simply Noted in CX Passport Episode 135🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction2:33 Genesis of Simply Noted7:00 What if they know it’s a machine?9:36 Personal connection equals business results13:17 Overcoming resistance15:15 How his athletic career (NFL, y’all!) influences his corporate career17:33 1st Class Lounge
2023-10-0330 min
CX PassportThe one with Foot Locker’s customer experience journey - Tyler Saxey Senior Dir, Global VOC & Omni at Foot Locker E110What's on your mind? Let CX Passport know...🎤🎞️“The one with Foot Locker’s customer experience journey” with Tyler Saxey Senior Director, Global VOC & Omni at Foot Locker in CX Passport Episode 110🎧What’s in the episode?...CHAPTERS0:00 Introduction2:50 What a Customer Experience role should be3:41 How do you act on what you learn from the customer?8:49 Your CX Passport Captain9:15 Stacking wins on wins -The Foot Locker customer experience journey
2023-03-2833 minCX PassportThe one where Oman is the Switzerland of the Middle East - Codin Caragea E98What's on your mind? Let CX Passport know...🎤CX Passport’s first guest from Oman in “The one where Oman is the Switzerland of the Middle East” with Codin Caragea Chief Manager, Head of Customer Experience at Bank Muscat in Episode 98🎧 What’s in the episode?...⚡The energy comes from the demographics🧑🍳The daunting AND freeing nature of starting a CX program from scratch💡Need to understand the type of language a company speaks📈Business results for Customer Experience...
2023-01-0330 minCX Passport2022 First Class Holiday Special - Great Former CX Passport Guests E97What's on your mind? Let CX Passport know...🎤As we close 2022, CX Passport takes a break with the annual tradition of “The One with the 2022 First Class Holiday Special"🎧 Episode 97 (almost to 100!) Thank you to all of the great guests of 2022 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special?...Mary Drummond - USAGregorio Uglioni - SwitzerlandTroy Figgins - USALaise Pôrto - Bra...
2022-12-2733 minCX PassportThe one where remote work is NOT one size fits all - Anne Bibb E96What's on your mind? Let CX Passport know...🎤Talk global work from anywhere “The one where remote work is NOT one size fits all” with Anne Bibb of RemoteEvolution in CX Passport Episode 96🎧 What’s in the episode?...Not a one time WFH revolution...it's an ongoing evolution👂Work from Where? - Employees don't want to be told. Employees want to be heard🤗Going beyond EAP and having a psychologist on staff at the contact center!💡What does employee experie...
2022-12-2032 minCX PassportThe one where they sell smiles - April Obersteller E95What's on your mind? Let CX Passport know...🎤True customer love in “The one where they sell smiles” with April Obersteller Director of Global Experience for woom in CX Passport episode 95🎧What’s in the episode?...👉Even startups need to focus on CX from the beginning🧑🌾When the founder picks up the customer service line while he's mowing the lawn🤯Wow! Turning off the customer support phone line?! ✌️"I love data and I love humans"💰Customer Experience creat...
2022-12-1334 minCX PassportThe one with the war in Ukraine and customer experience - Anastasia Vladychynska E94What's on your mind? Let CX Passport know...🎤Why would anyone care about customer experience during a war?!? Find out in “The one with the war in Ukraine and customer experience” with Anastasia Vladychynska in CX Passport episode 94🎧 What’s in the episode?...🤔Does Customer Experience matter in the middle of a war?👉A crisis will expose your company's true values💪The Ukrainian spirit of resilience🧱How to "war-proof" your company😊Taking care of your employees in a war
2022-12-0632 minCX PassportThe one with Customer Experience and the hashtag - Jeremy Watkin E93What's on your mind? Let CX Passport know...🎤Get practical with Voice of the Customer in “The one with Customer Experience and the hashtag” with Jeremy Watkin, Director of Customer Experience and Support at NumberBarn in CX Passport Episode 93🎧What’s in the episode?...💡Voice of the Customer isn't just for big companies🎭Improv Inspiration-Don't say "No" to a customer...say "Yes and..."▶️How to get started with Listen & Act when you're a small company😑"I can't believe why we even have to talk about w...
2022-11-2934 minCX PassportThe one with the Voice of Service - Craig Stoss E92What's on your mind? Let CX Passport know...🎤Find out what’s beyond Voice of the Customer in “The one with the Voice of Service” with Craig Stoss of PartnerHero in CX Passport episode 92🎧 What’s in the episode?...🚒You wouldn't use a Chatbot if your house was on fire would you? 😶Word of mouth...doesn't automatically mean there's value in the experience💾The Commodore 64 makes an appearance!✅The RIGHT way to set up a customer support function📣Voice of Service...o...
2022-11-2232 minCX PassportThe one with the Cameroon customer experience evolution - Georges Essama E91What's on your mind? Let CX Passport know...🎤Expand your global perspective in “The one with the Cameroon customer experience evolution” with Georges Essama of Cameroon Telecommunications in CX Passport episode 91🎧 What’s in the episode?...💪The emerging CX discipline of Cameroon📈The first CX index for Cameroon🌍The world's best peppercorn👉Starting a Customer Experience care as a front line agent💡Change the change management model✨Small CX victories influence larger CX initiatives📖...
2022-11-1532 minCX PassportThe one where surfing proves Good CX is Good Business - Tony Sanchez E90What's on your mind? Let CX Passport know...🎤Dude…My mind is blown in “The one where surfing proves Good CX is Good Business” with Tony Sanchez Vice President, Customer Experience at Comcast Advertising in CX Passport episode 90🎧 What’s in the episode?🤯You MUST listen to Tony tie surfing to business...mind blown👉Experience as the differentiator...even in industries you wouldn't expect it!💡Doing Customer Experience before he knew it was CX💥Real, actionable, winning insight...by BEING with the customer
2022-11-0833 minCX PassportThe one with a new CX Sheriff in town - Amanda Ono E89What's on your mind? Let CX Passport know...🎤Change is a coming in “The one with a new CX Sheriff in town” with Amanda Ono of Resolver in CX Passport episode 89🎧 What’s in the episode?👉It's not just steps and processes...change LEADERSHIP matters🙋♀️Am I building this process for me/the business or for the customer?❓What to do when a customer doesn't know what they want📢Name the change. Don't hide from it😊5 months backpacking in SE Asia...
2022-11-0134 minCX PassportThe one where they're curious about CX - Karl Sharicz E88What's on your mind? Let CX Passport know...🎤Get back to the basics of Customer Experience in “The one where they're curious about CX” with Karl Sharicz of HorizonCX in CX Passport Episode 88🎧 What’s in the episode?👨🍳A return to CX fundamentals🔬So much awareness that CX is bad...but companies are still getting it wrong🛑Stop using the term call deflection🔨Equip your front line to do the right thing!👉Customer Experience leaders are responsible for connecting the d...
2022-10-2530 minCX PassportThe one with the BPO whisperer - Fred Shadding E87What's on your mind? Let CX Passport know...🎤Improve your brand’s customer experience in “The one with the BPO whisperer” with Fred Shadding of The Call Center Source in CX Passport Episode 87🎧 What’s in the episode?...🎯BPOs that improve Customer Experience, not degrade it😲~24:30 - A VERY controversial contact center tool: Auto-tune for accents?...what do you think about it?🔦How do you choose with 1000s of BPOs worldwide?👉The Front Line...The Front Line...The Front Line!🤩Morocco y'all...
2022-10-1833 minCX PassportThe one where Fish And Chips Leads to Customer Success - Ryan Noakes E86What's on your mind? Let CX Passport know...🎤How to do customer success right in “The one where Fish And Chips Leads to Customer Success” with Ryan Noakes Customer Success Manager at SAI360 in CX Passport Episode 86🎧 What’s in the episode?...💡His top tip🐟From a fish & chips waiter to customer success✅Build a relationship...a relationship with your customer👉Front line. THE front line. The FRONT LINE🥶A 60 story building under construction, freezing weather, and a 10 second lag time
2022-10-1129 minCX PassportThe one where he does B2B Customer Experience Better - Jim Tincher E85What's on your mind? Let CX Passport know...🎤Find out how to do B2B in “The one where he does B2B Customer Experience Better” with Jim Tincher the author of “Do B2B Better” and Founder & CEO of Heart of the Customer in CX Passport episode 85 🎧 What’s in the episode?...✅Do B2B Better!🤗Hug your customers🤯Whaaaaa?! CX leaders who don't talk with customers?!🎉7 magic words to create impact in your CX initiatives🏃♀️Getting to actionable...
2022-10-0433 minCX PassportThe one with neurodiverse, patient and reimagined experiences - Shawn Nason E84What's on your mind? Let CX Passport know...🎤Do you consider neurodiversity when designing experiences? There’s real opportunity in “The one with neurodiverse, patient and reimagined experiences” with Shawn Nason of MOFI in CX Passport episode 84🎧🎢Dollywood. Yes Dollywood gets experience design for neurodiversity right💡Reimagine experience ecosystems🎭Proving how backstage actions impact frontstage customer experiences⚡Get out there and BE with your guests, your customers, your members👉👉10:30-15:45 MUST Listen - The magic when experience design considers n...
2022-09-2736 minCX PassportThe one with amazing fan experience at world famous events - Matt Lynch E83What's on your mind? Let CX Passport know...🎤Get excited about the Euros, the NFL, the MLB in “The one with amazing fan experience at world famous events” with Matt Lynch of MoonShot in CX Passport episode 83🎧 What’s in the episode?...🤩World Famous Events. World Famous Fan Experiences💗Focus on purpose not function to create great experience👉World famous events understand the front line is their brand😋Jamón, olives and special potato chips🙌Making it fun for fan experience vo...
2022-09-2034 minCX PassportThe one where he goes from insight to action - Ken Peterson E82What's on your mind? Let CX Passport know...🎤DO something with your Customer Experience in “The one where he goes from insight to action” with ken peterson of QuestionPro in CX Passport episode 82🎧 What’s in the episode?...👟Beyond the fluffernutter of CX theory to ACTION🔨No tool is perfect...but tools DO matter👩🔧How to enable the front line through insights📄What does a GOOD survey look like?🧮You don't need a statistician to know what customer's think...
2022-09-1334 minCX PassportThe one with the Co-creation for the Modern Union - Brian Elliott E81What's on your mind? Let CX Passport know...🎤Get hyper-personalized in "The one with the Co-creation for the Modern Union" with Brian Elliott of Wove CX Passport episode 81 🎧 What’s in the episode?...🥰The Emotional Aha moment- A BEAUTIFUL heartfelt genesis moment for the company🧠Knowing your customers creates the opportunity💍Disrupting a hyper-fragmented jewelry industry...🧱...Especially an industry with huge barriers to entry⚡How did a couple of Army Rangers get into jewelry?✅The responsibili...
2022-09-0630 minCX PassportThe one where Red is the new green of KPIs - Cristina Popa E80What's on your mind? Let CX Passport know...🎤Go beyond the bumper sticker CX in “The one where Red is the new green of KPIs” with Cristina Popa CX Program Manager at Philips in CX Passport episode 80🎧 What’s in the show?...👩🍳How do you blend process & customer experience?🔁Repeatability of great customer experiences⛔You don't change culture with a poster on the wall🏃♀️Getting from ivory tower ideas to front line execution💻Eindhoven as the Silicon Valley of Europe
2022-08-3032 minCX PassportThe one where they create a customer insights team from scratch - Jared Gebers & Audrey Anderson E79What's on your mind? Let CX Passport know...🎤Learn about the creation and the impact of customer insights in "The one where they create a customer insights team from scratch" with Jared Gebers & Audrey Anderson of Republic Finance in CX Passport episode 79...🎧 What’s in the episode?...🚽Parking and Potties providing UX wisdom🔨How to build a CX insights team💪The power of the customer's "voice" changing internal mindsets🧐The UX Therapist - Talking about feelings👉Use their name!...
2022-08-2335 min