CX Passport

Rick Denton
  • 5.0 (22)
  • MANAGEMENT
  • UPDATED WEEKLY

👉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. 📖 Our book is here! Get your copy of The Loud Quiet – Love, Laughter and Life in the Empty Nest, here: https://amzn.to/4sC0EV7© EX4CX LLC. All rights reserved.

  1. APR 28

    The One With Fun As A CX Strategy - Claire Bristowe E258

    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 services became a CX asset, not a barrierWhy fun was the only strategy that could reach the disengagedWhat 53 research sessions taught Claire before she launched anythingHow live call listening creates accountability that outlasts the sessionWhy one sentence in a letter was worth 1.3 FTECHAPTERS 00:00 Regulation as a CX asset in financial services 02:53 Bringing customers into legal document design 05:42 64 customers applied to review three documents 08:35 Why fun became the strategy ... and how it was chosen 11:55 Where Claire actually started: 53 research sessions 13:51 Live call listening: the highest-engaged initiative 16:00 First Class Lounge 19:08 Targeting the disengaged ... not just the willing 22:10 Balancing immediate reaction with long-term roadmap 23:21 The promoter team: 34 colleagues across the business 25:48 Accountability after the session ends 28:20 Small changes, real financial results 30:14 Connectivity as a CX team's hidden value Connect with Claire Bristowe on LinkedIn: https://www.linkedin.com/in/claire-bristowe-ccxp-102026135/ 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. 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
  2. The One Where Everyone Should Have A Podcast - Greg Wasserman E257

    APR 21

    The One Where Everyone Should Have A Podcast - Greg Wasserman E257

    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 reach well beyond podcasting. Audience vs. community: a community talks back and helps each other ... an audience just consumesSilos exist at every company size ... what changes is whether the mindset doesHumanizing software means giving customers access to real people, not just good UIGreg went from churn-and-burn sales to taping chocolate bars to his business card ... the relationship era of his careerA podcast is the greatest relationship engine available ... and downloads are not the pointCHAPTERS 00:00 Introduction 01:35 Every role has a customer ... even if the title doesn't say so 03:21 Silos, startups, and losing the customer in the noise 05:59 Audience vs. community ... what's the real difference 08:13 Building community at RSS.com and why humanization matters 12:47 Balancing raw customer input with product roadmap decisions 14:41 First Class Lounge 19:44 How Greg's sales approach broke and what replaced it 22:47 The chocolate bar strategy and customer lifetime value 23:55 Where software companies get experience right ... and where they miss 27:05 Everyone should have a podcast 30:19 Podcasting as a relationship engine, not a download game 31:38 Where to find Greg Greg Wasserman on LinkedIn: https://www.linkedin.com/in/gregwasserman/ 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. 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 the CFO Who Thinks Like a Customer - Mohamed Isa E256

    APR 7

    The One With the CFO Who Thinks Like a Customer - Mohamed Isa E256

    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 they treat CX as someone else’s job. What you’ll learn in this episode: Why CFOs must think beyond numbers to drive real growthHow a single sentence sold more product… and changed internal strategyThe hidden cost of under-communicating with customersWhy bad service spreads faster than good serviceHow service culture determines whether CX succeeds or failsCHAPTERS 00:00 CFO perspective on customer experience 03:00 The “50 showers” lesson in customer language 05:00 Why organizations ignore obvious CX truths 06:30 Travel, expectations, and human experience 09:00 How CX drives revenue at a country level 11:00 The bad bank experience that became a book 15:30 First Class Lounge 19:00 The danger of under-communicating 23:00 Everest Base Camp and accountability in CX 26:30 Why service culture is everything 28:00 Bahrain’s CX leadership and government experience Guest Links LinkedIn: https://www.linkedin.com/in/mohdisa Book: https://www.goodreads.com/book/show/40660063-chai-karak Bahrain CX example: https://bahrain.bh/ 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

  4. MAR 31

    The one with the war in Ukraine and CX - Anastasia Vladychynska - Greatest Hits E255

    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 what customer experience looks like during war. It’s a difficult topic... but an important one. In this episode, Anastasia shares how Ukrainian companies continued serving customers during the war and why the organizations that survived were the ones that had already built strong cultures and real relationships with employees, customers, and vendors.  Moments of extreme crisis reveal what companies truly believe about their people and their customers. Insights From This Episode • A crisis exposes a company’s true values • Strong employee relationships help companies survive • Vendor relationships can determine whether a business continues operating • Respect and culture create resilience in crisis • “Stop doing CX until you change your company” CHAPTERS 00:00 Why this Greatest Hits episode is being shared 01:42 Welcome to CX Passport 02:06 Introducing Anastasia Vladychynska 04:11 Does CX matter during war? 05:58 Culture as the foundation for resilience 09:22 How to “war-proof” your company 15:30 The resilience of Ukrainian businesses 18:31 The beauty and culture of Ukraine 22:08 First Class Lounge 25:18 “Stop doing CX until you change your company” Guest Links LinkedIn  https://www.linkedin.com/in/anastasia-vladychynska-622443a/ Facebook https://www.facebook.com/nastya.vladychynska YouTube https://www.youtube.com/channel/UCXXOYKyGpkngUYvn1hqyXKQ 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).

    34 min
  5. The One With CX Gold From Startup Hay – Lisa Guzman E254

    MAR 24

    The One With CX Gold From Startup Hay – Lisa Guzman E254

    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 people grow. From understanding global customers to turning messy support operations into something scalable, Lisa offers a practical look at what strong CX leadership really requires. Remote leadership requires intentional connection because teams do not have the natural culture, casual conversations, or shared rhythms that happen in person.Great CX starts with understanding the customer, especially when serving people across countries, cultures, and expectations.Startup leaders often think they know what support needs until someone experienced shows them the gaps in tools, metrics, and workflow design.Managing remote teams well means setting clear expectations, avoiding micromanagement, and giving people room to take ownership.Mentorship builds stronger teams, creates cross-functional influence, and makes it possible for leaders to actually step away with confidence.CHAPTERS 00:23 Introduction to Lisa Guzman 01:23 Building CX in remote startup environments 05:07 Understanding global customers and cultural humility 10:34 Turning startup hay into CX gold 15:40 First Class Lounge 22:41 The real pros and cons of remote leadership 26:26 How leaders let go without losing control 30:47 Why mentorship matters in CX 34:00 Where to connect with Lisa 34:53 Closing Guest links Lisa Guzman on LinkedIn: https://www.linkedin.com/in/lisa-guzman-bb81b653/ 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
  6. The One With Leading Neurodivergence CX – Stine Marsal E253

    MAR 10

    The One With Leading Neurodivergence CX – Stine Marsal E253

    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 Passport guest from Denmark, shares how her work at Copenhagen Airport reshaped her thinking. Stop centering only the customer. Start centering the people delivering the experience. And always tie experience to measurable business outcomes. Here are five key insights from the episode: • CX delivers results when it removes employee barriers, not when it adds fluffy expectations • Designing for neurodivergence and hidden disabilities improves experience for everyone • One in four people may have a hidden disability… and that has real business impact • NPS without context can mislead strategy and frustrate customers • The comments matter more than the score… eliminate recurring pain points and results follow CHAPTERS 00:00 Welcoming the First Guest from Denmark 01:55 From Tivoli to Copenhagen Airport 03:24 Stop Centering Only the Customer 06:29 Why Stine Built a Practitioner Community 10:06 The CX Industry’s Results Problem 11:55 Mapping Disability Barriers in Airports 14:45 One in Four Have Hidden Disabilities 17:50 Designing for Cognitive Load 21:52 First Class Lounge 25:22 Rethinking NPS and Metrics 29:40 Why Comments Matter More Than Scores 31:10 The Customers Who Never Come Guest Links LinkedIn: https://www.linkedin.com/in/stinemarsal/ Website: https://www.stinemarsal.dk/ 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
  7. The One With the American Medical Association CX – Gloria Gupta E252

    MAR 3

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

    FEB 24

    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
See All (258)

5
out of 5
22 Ratings

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. 📖 Our book is here! Get your copy of The Loud Quiet – Love, Laughter and Life in the Empty Nest, here: https://amzn.to/4sC0EV7© EX4CX LLC. All rights reserved.

Information

  • Creator
    Rick Denton
  • Years Active
    2021 - 2026
  • Episodes
    258
  • Rating
    Explicit
  • Copyright
    © 2026 EX4CX LLC
  • Show Website
    CX Passport