CX Passport

Rick Denton
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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. 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 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.  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.ex4cx.com/signup ✅Bring CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport 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.

  1. The One With the American Medical Association CX – Gloria Gupta E252

    3 DAYS AGO

    The One With the American Medical Association CX – Gloria Gupta E252

    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 a measurable attribute of brand and culture. 5 Key Insights • The AMA’s primary customer is the physician … but the physician’s customer is the patient • CX transformation began by unifying service into one omnichannel team serving 98% of AMA service interactions • More than 900 improvements have been implemented across the enterprise, many of them significant • 400 employees are directly involved in CX … one in four across the organization • The shared mission: identify and remove customer friction CHAPTERS 00:00 Intro and Rick’s personal AMA connection 02:00 Who is the AMA customer? 04:00 Why CX matters at a 200-year-old institution 08:00 Healthcare evolution … EHRs, COVID, telehealth, and AI 13:30 Unifying service across the enterprise 17:00 Authentication friction and enterprise CX launch 20:00 Building trust through measurable wins 22:30 First Class Lounge 26:50 900 improvements and aftercare strategy 30:30 AI, policy, and the future of healthcare CX 33:00 Real data, real outcomes, real collaboration Connect with Gloria LinkedIn: https://www.linkedin.com/in/gloria-gupta-rdh-ms-fcxp-4760939/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

    35 min
  2. The One With the Answers in the Field – April Sabral E251

    24 FEB

    The One With the Answers in the Field – April Sabral E251

    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 conference room … they’re already in the field. And y'all will not want to miss the Starbucks name-on-the-cup story … including how it started in a Miami Beach store and solved a real operational problem overnight. What You’ll Learn Why frontline managers … not technology … determine store performance How the Starbucks “name on the cup” idea started as a simple operational fix The danger of promoting high performers without leadership training Why skill-building beats “just be friendly” every time The leadership test: If you left your job … would your team follow you? CHAPTERS 00:00 Introduction to April Sabral 02:00 Where the CX conversation misses reality 05:00 The Starbucks name-on-the-cup origin story 08:20 Why simple solutions outperform complex tech 10:40 Bridging the gap between field and head office 14:15 What actually makes in-store CX work 19:40 Process discipline vs. customer experience 23:40 Would your team follow you? 26:00 Why retail promotes too fast 29:00 The future of physical retail in an AI world 31:00 How to connect with April Guest Links Website: https://www.aprilsabral.com/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

    32 min
  3. The One With Designing The Ending - Joe Macleod E250

    10 FEB

    The One With Designing The Ending - Joe Macleod E250

    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 economy. The conversation challenges the idea that endings are merely operational details rather than emotional and moral ones. Joe also becomes the show’s first guest from Sweden, adding a perspective shaped by consensus, systems thinking, and responsibility. 5 Key Insights from the Episode Most organizations never ask “How does this end?” as an experience, only as an operational handoffThe customer journey builds empowerment and agency, then abandons customers at the moment of exitShame appears when responsibility for disposal, data, or materials is shifted entirely to the customerReligious and cultural frameworks offer richer language for endings than modern consumer systemsPoorly designed endings damage brand memory and trust long after the relationship is overChapters 00:00 Intro 02:00 Designing beginnings while ignoring endings 05:20 Shame vs guilt at the end of the customer journey 08:40 Dark patterns, abandonment, and off-boarding 11:30 Consumption and environmental responsibility 13:10 Sweden, the UK, and systems thinking 16:45 First Class Lounge 21:30 Religion, forgiveness, and consumer psychology 24:50 Buddhism, Shinto, and product endings 28:00 Brand damage caused by poor endings Guest Links Andend website  https://www.andend.co LinkedIn  https://www.linkedin.com/in/josephmacleod/ Ends (book, affiliate link): https://amzn.to/3M3zDKL Endineering (book, affiliate link): https://amzn.to/4atZWmy  Ends ebook — https://www.smashwords.com/books/view/744267 25% off discount code: NCKEV Endineering ebook — https://www.smashwords.com/books/view/1116883 25% off discount code: NCKEV Introduction to Endineering course — https://www.andend.co/introductionendineering-1 25% off discount code: 7D7AQF5 Continue the Journey Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

    31 min
  4. The One Where She Works Past the Metrics – Frances Chapireau E249

    3 FEB

    The One Where She Works Past the Metrics – Frances Chapireau E249

    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 dashboards, interpretation, and the discipline required to move beyond reporting. It is about understanding customers well enough to act, not just measure. Key Insights Metrics describe outcomes, not underlying needMarket research only matters if it informs decisionsDashboards can distance teams from customer realityInsight comes from synthesis, not volumeCX maturity shows up in how organizations act on what they learnCHAPTERS 00:00 Welcome and episode framing 02:34 Frances’ background and path into CX 06:12 Market research versus performance metrics 11:05 Where dashboards help and where they fall short 17:48 Turning data into usable insight 19:33 First Class Lounge 24:30 What organizations miss when they chase numbers 31:10 Making insight relevant to decision makers 38:22 Practical advice for CX teams trying to go deeper 43:55 Closing thoughts Guest Links Frances Chapireau on LinkedIn  https://www.linkedin.com/in/frances-chapireau-62644b38/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

    33 min
  5. The One With B2B CX – Kári Thor Runarsson E248

    27 JAN

    The One With B2B CX – Kári Thor Runarsson E248

    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 in B2B, including startups and non-tech industries, questioning borrowed frameworks and shallow measurements. The result is a grounded conversation about silence, contracts, commoditization, and why experience is often the only real differentiator left. Key Takeaways B2B decisions involve multiple stakeholders with competing success metricsSilence is one of the strongest churn signals in B2B relationshipsNet Promoter Score breaks down quickly in complex B2B environmentsCustomer experience becomes decisive as industries commoditizeStartups often overestimate how well they understand customer dissatisfactionCHAPTERS 00:00 Introduction and first Iceland-based CX Passport guest  02:00 Marketing and CX are more fluid than organizations admit  04:50 What B2B leaders misunderstand about customer experience  07:45 Silence, contracts, and how churn really starts  10:40 Stakeholders, misaligned objectives, and missed signals  14:20 CX maturity across regions and markets  16:00 First Class Lounge  20:30 Why CX matters most outside of tech and SaaS  24:20 Where B2C thinking hurts B2B CX efforts  27:00 CX advice for B2B startups  28:50 Where to find Kári and closing thoughts Guest Links Kári Thor Runarsson on LinkedIn https://www.linkedin.com/in/karithor/ Cliezen: https://www.cliezen.com Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

    31 min
  6. The One With Simpler CX - Luis Carrillo E247

    13 JAN

    The One With Simpler CX - Luis Carrillo E247

    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 customers, employees, and leaders can feel  • Listening to customers beats guessing every time  • Returns are a trust moment…not a policy problem  • Training and QA quietly power great experiences  • CX drives revenue when effort is reduced CHAPTERS 00:00 Welcome + CX Open To Work 01:32 Why simpler CX creates immediate impact 04:18 Reducing friction without punishing good customers 07:24 CX as a revenue engine 10:52 Recovery, trust, and loyalty 12:03 First Class Lounge 16:17 What companies still miss in CX 19:15 What’s next for Luis Guest Links LinkedIn: https://www.linkedin.com/in/luiscarrillo-21a70520/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

    22 min
  7. The One With the Slow CX – Sarah Kinard E246

    6 JAN

    The One With the Slow CX – Sarah Kinard E246

    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, journeys, or transactions.Clients aren’t just buying outcomes anymore…they’re buying clarity, foresight, and shared accountability.The post-2009 talent gap created a “missing middle,” weakening CX instincts across firms.CX struggled to scale because it relied on heroic individuals instead of systems.Primary research focused on intent, not opinion, leads to smarter growth decisions.CHAPTERS 00:00 Welcome to CX Passport 02:00 CX in AEC…from toilets to symphony halls 05:20 Risk, confidence, and defensible decisions 06:45 The generational talent gap and CX instincts 09:40 Why “soft skills” are essential business skills 10:55 The role of the SMPS Foundation 12:30 Growth, research, and the Flamingo Project 15:25 Intent vs opinion in customer research 17:20 First Class Lounge ✈️ 20:45 Peak-end rule in a 10-year experience 23:30 Why CX lagged…and why it’s catching up 28:15 AEC as the ultimate team sport Guest Links: SMPS Foundation - https://www.smps.org/ The Flamingo Project - https://theflamingoproject.com/ LinkedIn -  https://www.linkedin.com/in/sarahkinard/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

    30 min
  8. 2025 1st Class Lounge Holiday Special part 2 – E245

    30/12/2025

    2025 1st Class Lounge Holiday Special part 2 – E245

    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, childhood “no thanks” dishes, and the must-have items they keep in their travel kits… it’s a fun way to ease out of the holidays and step into the new year. I hope you’ve had a wonderful holiday season… and I wish you a very happy New Year. Here’s to an amazing 2026 ahead. CHAPTERS 00:00 Welcome to the second week of the 1st Class Lounge Holiday Special  00:47 Doug Rabold enters the First Class Lounge  05:15 Irina Mateeva enters the First Class Lounge  09:06 Michel Stevens enters the First Class Lounge  13:55 Tori Signorelli enters the First Class Lounge Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

    19 min
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About

👉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 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.  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.ex4cx.com/signup ✅Bring CX Passport Live to your event www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport 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.

Information

  • Creator
    Rick Denton
  • Years Active
    2021 - 2026
  • Episodes
    252
  • Rating
    Explicit
  • Copyright
    © 2026 EX4CX LLC
  • Show Website
    CX Passport