CX Passport

Rick Denton
  • 5.0 (21)
  • 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.

  1. The One With Designing The Ending - Joe Macleod E250

    2D AGO

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

    FEB 3

    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
  3. The One With B2B CX – Kári Thor Runarsson E248

    JAN 27

    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
  4. The One With Simpler CX - Luis Carrillo E247

    JAN 13

    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
  5. The One With the Slow CX – Sarah Kinard E246

    JAN 6

    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
  6. 2025 1st Class Lounge Holiday Special part 2 – E245

    12/30/2025

    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
  7. 2025 1st Class Lounge Holiday Special part 1 – E244

    12/23/2025

    2025 1st Class Lounge Holiday Special part 1 – E244

    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, and Vinay Parmar. Travel dreams, favorite foods, quirky dislikes, and simple joys… it’s a festive, easy listen for your own downtime. Wishing you a wonderful holiday season and a fantastic New Year. Enjoy part 1… part 2 arrives next week. CHAPTERS 00:00 Welcome to the 2025 1st Class Lounge Holiday Special  00:47 Michelle Pascoe enters the First Class Lounge  04:46 Sean Cherry enters the First Class Lounge  09:20 Rachel Sheriff enters the First Class Lounge  14:32 Vinay Parmar 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
  8. The one with the DAF CX – Dr. Liz Okuma E243

    12/16/2025

    The one with the DAF CX – Dr. Liz Okuma E243

    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 to face. This conversation reveals how listening, collaboration, and design thinking translate into real business impact. 5 Insights From the Episode -DAFs are booming… and CX is becoming a differentiator -Two customer groups, one experience mission -Internal listening is gold -Journey mapping unlocked cross-functional momentum -Culture changes when employees own CX CHAPTERS 00:00 What is a donor advised fund… and why CX matters 02:50 Serving donors vs. serving financial advisors 05:30 Looking out the window… not the mirror 07:54 Listening to frontline teams 09:33 Making best in class tangible 11:05 Journey mapping and quick wins 13:24 Cutting a process from 3.5 months to six weeks 15:58 Measuring what matters 17:10 First Class Lounge 21:56 Getting non-client-facing teams invested in CX 24:29 The power of stories and internal visibility 26:53 Cross-functional influence in action 29:33 Where to find Liz Guest Links AEF Website: https://www.aef.org/ LinkedIn: https://www.linkedin.com/in/liz-okuma/ Mentioned in the Episode Bose QuietComfort Headphones https://amzn.to/44e3hCT Affiliate Link Your Next Steps 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
See All (250)

5
out of 5
21 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.

Information

  • Creator
    Rick Denton
  • Years Active
    2021 - 2026
  • Episodes
    250
  • Rating
    Explicit
  • Copyright
    © 2026 EX4CX LLC
  • Show Website
    CX Passport