CX Passport

What's on your mind? Let CX Passport know... Five years. 262 episodes. Guests from over 50 countries. The last episode of CX Passport...Maybe? This is not a typical episode. There is no guest. There is no CX framework or customer journey deep dive. What there is ... is Rick Denton sitting down to tell you what comes next for CX Passport, and how much he appreciates the listeners and guests for...

What's on your mind? Let CX Passport know... Your buyer isn't thinking about you nearly as much as you think they are. Alyssa Nolte built her career on consumer psychology and buyer behavior research... eye tracking, presidential campaign advertising, the science of what moves people from curious to committed to coming back. She now runs Ology Collective, helping companies understand how...

What's on your mind? Let CX Passport know... What does your team actually mean when they say "world class"? Melissa Bardsley has spent her career across banking, manufacturing, and SaaS ... and she keeps arriving at the same answer. Communication isn't a soft skill. It's the infrastructure. What you'll learn in this episode: Why transactional and SaaS support require c...

What's on your mind? Let CX Passport know... What your customers feel in the moment and what they tell you later are two different things. Dr. Laura Beavin-Yates has spent years measuring the gap ... and the science behind it will change how you think about experience design. What you'll learn in this episode: -Oxytocin isn't the love hormone - it's the meaning hormone, and it f...

What's on your mind? Let CX Passport know... What happens when a pensions company decides to fight regulatory complexity with game shows, cartoons, and podcasts? Claire Bristowe made it work ... and has 30,000 hours of employee participation, six gold awards, and a two-month waitlist for live call listening to show for it. What you'll learn in this episode: How regulation in financial ser...

What's on your mind? Let CX Passport know... Greg Wasserman has spent his career in media and relationships ... not in CX. But listen to how he talks about community, humanization, and audience connection and you'll hear customer experience thinking at every turn. As head of relationships at RSS.com, Greg is helping podcasters grow and think strategically about their shows. The lessons re...

What's on your mind? Let CX Passport know... Mohamed Isa has been the CFO. He’s built businesses. He’s written 20 books. And yet his most powerful lesson is simple… stop chasing numbers and start understanding customers. In this episode of CX Passport, Mohamed breaks down what changes when finance leaders truly see customer experience from the inside… and why organizations lose revenue when th...

What's on your mind? Let CX Passport know... Why would customer experience matter during a war? This week’s CX Passport is a Greatest Hits episode from earlier in the show’s history. A scheduled guest from Israel needed to postpone recording due to the current conflict in the region. That moment prompted a return to this conversation with Ukrainian CX consultant Anastasia Vladychynska about wh...

What's on your mind? Let CX Passport know... What does it really take to build customer experience when there is no real system, no polished playbook, and no office hallway to lean on? In this episode of CX Passport, Lisa Guzman shares what she has learned from building CX in remote startup environments, leading without micromanaging, and creating the kind of intentional culture that helps peo...

What's on your mind? Let CX Passport know... In this week’s CX Passport, The One With Leading Neurodivergence CX – Stine Marsal E253, Stine challenges how we think about customer experience results. From airport security to inclusive design, she makes the case that CX only works when it serves the business strategy… and when it reduces real barriers for real people. Stine Marsal, the first CX...

What's on your mind? Let CX Passport know... Gloria Gupta leads CX transformation at the American Medical Association. Not a small lift. Not a short-term initiative. A 200-year-old institution. 450 million in revenue. Physicians as customers. Patients as the ultimate impact. In this episode, Gloria shares what it really takes to unify service, build enterprise CX, and make customer experience...

What's on your mind? Let CX Passport know... Technology is loud. Agentic AI. Automation. Platforms. Dashboards. Meanwhile, the person who greets the customer at the door still determines whether that experience succeeds. April Sabral spent more than 30 years leading over 350 physical retail stores. In this episode, she explains why the answers to better customer experience aren’t sitting in a...

What's on your mind? Let CX Passport know... CX to sin. Peak-end to forgiveness. Episode 250 won’t be what you’re used to. This milestone episode examines how experiences actually end, and why organizations avoid designing that moment. In a wide-ranging conversation with Joe Macleod , CX Passport connects customer experience to religion, environmental responsibility, shame, and the circular ec...

What's on your mind? Let CX Passport know... Metrics are useful. Until they become the destination instead of the signal. In this episode, Frances Chapireau joins CX Passport to talk about what happens after measurement. The conversation focuses on turning market research into insight and insight into decisions that actually influence the business. This is a practical discussion about dashboar...

What's on your mind? Let CX Passport know... B2B customer experience is often treated like B2C with bigger contracts and longer sales cycles. That shortcut causes real problems. In this episode, Rick talks with Kári Thor Runarsson about why B2B CX needs its own thinking, its own metrics, and far more attention to relationships that quietly drift long before renewal. Kári has spent his career i...

What's on your mind? Let CX Passport know... Customer experience doesn’t need to be complicated to work. In this CX Open To Work episode, Luis Carrillo shares why simpler CX creates immediate impact…for customers, teams, and the business. From removing friction to building trust, this conversation focuses on CX that actually works. 5 CX Insights from the Episode • Simpler CX delivers results c...

What's on your mind? Let CX Passport know... What if customer experience isn’t fast, frictionless, or flashy…but deliberate, long-term, and built over years? Sarah Kinard talks about why CX in architecture, engineering, and construction is inherently slow CX …and why that perspective may be exactly what other industries need. 5 Insights from the Episode CX in AEC unfolds over years…not moments...

What's on your mind? Let CX Passport know... Welcome to part 2 of the annual CX Passport First Class Lounge Holiday Special. As the year wraps up and I look ahead with excitement to 2026, I’m sharing even more of my favorite First Class Lounge moments from earlier this year. This round features Doug Rabold , Irina Mateeva , Michel Stevens , and Tori Signorelli . Travel surprises, food loves, c...

What's on your mind? Let CX Passport know... Welcome to part 1 of the annual CX Passport holiday tradition… the 1st Class Lounge Holiday Special. I take a little break during the holidays, and while I do, I love sharing some of the most fun First Class Lounge moments from earlier in the year. This episode brings back lively lounge moments from Michelle Pascoe , Sean Cherry , Rachel Sheriff , a...

What's on your mind? Let CX Passport know... When you think “endowment foundation,” customer experience probably isn’t the first thing that comes to mind. Yet Dr. Liz Okuma, Director of Client Experience at the American Endowment Foundation, is reshaping how donor advised funds deliver trust, responsiveness, and ease… even when nearly all interactions happen without ever seeing a client face t...

What's on your mind? Let CX Passport know... Jon Deragon brings a global lens to AI product design as the Head of Design at FPT, the sponsor for today’s episode. Thank you FPT for collaborating with CX Passport. Jon guides a 140+ person design org building everything from mobile apps to automotive interfaces while navigating the rapid shift into AI and multimodal experiences. This conversation...

What's on your mind? Let CX Passport know... Charging more… and growing because of it? Dom Hodgson shows exactly how that works. Recorded in person as a CX Passport Live episode at The Alliance Mastermind hosted by Vance Morris, Dom brings a fresh pet-industry lens to universal business truths. He gets practical… pricing, differentiation, customer magic, and how to run a business that doesn’t...

What's on your mind? Let CX Passport know... What happens when you build a workplace so strong, your talent never quits? CX Passport Live sits down with Metropolis Resort GM Sara Abbott to unpack how a clear hiring philosophy and intentional talent development fuel consistent quality and operational success. Recorded live at The Alliance Mastermind Event… packed with lessons every service lead...

What's on your mind? Let CX Passport know... Curiosity from the lab. Creativity from marketing. Transformation across a global pharma giant. Trina Di Giusto brings a scientist’s discipline and a storyteller’s instinct to CX. She explains how decentralized teams can still create harmony, why AI is tempting but rarely the fix, and what it takes for change to stick in a complex organization. 5 In...

What's on your mind? Let CX Passport know... Pharma and CX… not exactly two words you hear together often. But what happens when customer experience thinking meets healthcare? Silvi Haldipur has lived it. From personal experience to transforming patient, provider, and payer experiences at GSK and Merck, she’s proving that empathy and data can coexist to truly save lives. 5 Insights from This E...