Rick Denton

CX Passport

Business EN ↓ 262 episodes

👉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 mo...

Author

Rick Denton

Episodes

"The one where he would walk 500 miles (and did!)" - Will Bachman E12 03.06.2021 32:25

What's on your mind? Let CX Passport know... Starting a business isn’t easy. Starting a business as an independent consultant surprised me by how much goes into creating & running...and growing a successful business. Today’s guest, Will Bachman of Umbrex shows us how a customer-driven approach to helping a community of independent consultants helps bring value to that group and his practic...

"The one where CX is the meat of the Marketing sandwich" - Erik Lautier of Erik & Co E11 01.06.2021 29:26

What's on your mind? Let CX Passport know... CX Passport welcomes Erik Lautier of Erik & Co www.erik.co , a seasoned ecommerce and marketing executive AND the creator of a new opera, Hamlet www.hamletopera.com , AND former touring artist with a Disney production AND an TV appearance. Clearly that will bring some interesting Marketing and Customer Experience perspectives! Find out how CX an...

"The one with the 'experiencia de cliente'" - Sebastien Munar E10 25.05.2021 27:59

What's on your mind? Let CX Passport know... ¡Vamos Perú! Let’s head to Perú and talk with Sebastien Munar, CCXP about Customer Experience in South America. Learn about the evolution of CX in Latin America and how he’s been able to create Customer Experience teams from scratch...even in an environment where the phrase "experiencia cliente" didn’t exist. Sebastien walks us through ex...

"The one with the customer immersion" - Diane Magers E9 18.05.2021 31:04

What's on your mind? Let CX Passport know... We get the chance to bask in the presence of CX wisdom on this episode of CX Passport. Diane Magers of Experience Catalysts sits down to talk CX & travel with host, Rick Denton. Learn why you should focus on MEASURES not METRICS. Explore a shift BACK to humanity. Hear how Heather of Southwest Airlines creates customer and employee centered inn...

"The one with the fingerprints" - Bram De Vos E8 11.05.2021 28:02

What's on your mind? Let CX Passport know... So what is the myth of customer feedback? Why do we always want to focus on the negative parts of our travel experiences? Why should you focus on the things your customers are NOT saying? How did a local market in Mexico become the source of a lasting memory? What drove KLM to focus on baggage claims? And...what did Paul Simon say about Fingerprints...

"The one with the milkshake for hire" - Dan Balcauski E7 04.05.2021 32:50

What's on your mind? Let CX Passport know... How are milkshakes, Netflix & Facebook competitors? What is the one big mistake companies make when they think they need to create a Customer Success team? Curious about riding a motorcycle in Vietnam? These and many other questions are answered by Dan Balcauski, this episode's CX Passport guest. Hosted by Rick Denton, CX Passport guides u...

"The one with the Sunday sickness cure" - Anne Witherspoon E6 27.04.2021 26:14

What's on your mind? Let CX Passport know... Episode 6 of CX Passport brings us Anne Witherspoon whose super power is "Outside In Thinking". While we discuss our shared appreciation of the wisdom of the "philosopher" Matthew McConaughey, Anne also brings us her wisdom around how influential employee experience is to creating great customer experience. How CAN we avoid &quot...

"The one with the spiral dynamics" - Josh Ramsey E5 20.04.2021 28:45

What's on your mind? Let CX Passport know... Prepare to have your mind challenged with this episode as Josh Ramsey guests on CX Passport. -Spiral dynamics as a way to understand employee experience? -How operating from a place of love, not fear creates innovation? -It's foolish to separate work and life?! Josh shares these thoughts and more as we talk about Customer Experience and travel...

"The one with the candidate experience" - Nima "The Speaker" Khanghahi E4 13.04.2021 30:19

What's on your mind? Let CX Passport know... What if the modernization of one of the oldest industries, Real Estate, were more glacial than expected and the old school lives in parallel with the new world? How does simplicity and discipline elevate CX? How can companies use candidate experience to show their commitment to customer experience? This week's episode explores those areas...a...

"The one with the great CX turnaround" - CX Passport Sharon Boyd E2 06.04.2021 30:28

What's on your mind? Let CX Passport know... A Magic Carpet as a path to optimized travel? An errant Valentine's Day order of grease paper creating the environment for a great Customer Experience? How does a 10p gift unlock great employee experience? Listen in to this episode with the brilliant guest Sharon Boyd and host Rick Denton talk CX, Celebrations, Customer Relationship Restoratio...

"The one where retail isn't dead. Boring retail is dead" CX Passport Brooke Bayer E3 06.04.2021 30:27

What's on your mind? Let CX Passport know... Customer Experience is so much more than just optimizing the digital portion or the human to human element. True CX design considers so much more. Today’s episode of CX Passport talks with Brooke Bayer about bringing thoughtful design to customer experience, how retail isn’t dead but boring retail is and why diversity, not just “check-box” diversity...

"The one with the ice cream" - Santhakumaran Atmalingam E1 18.03.2021 27:19

What's on your mind? Let CX Passport know... Curious how an ice cream shop can be the passport to developing customer empathy? Listen in to CX Passport as guest Santhakumaran Atmalingam and host Rick Denton talk CX, travel...and ice cream! Santha tells us about customer experience as a discipline in Asia, how business continuity and CX are actually quite in sync with each other, why marketing...