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

    5D AGO

    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
  2. 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
  3. 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
  4. The One With AI Product Design – Jon Deragon E242

    12/09/2025

    The One With AI Product Design – Jon Deragon E242

    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 gets into what modern design teams truly need to succeed and how respect transforms the design and development partnership. Here are five insights you’ll hear in this episode:  • How multimodal input changes the entire UX landscape  • Why design literacy helps… but “everyone is a designer” does not  • The real fix for design and development friction  • Why centralizing design creates more meaningful output  • How AI learning happens in layers and why that matters CHAPTERS 00:00 Welcome 00:16 Jon’s global path and design focus 01:52 Designing for AI 03:38 Multimodal input 05:17 Keeping pace with AI 11:12 Should everyone be a designer 14:44 First Class Lounge 21:01 Structuring a large design org 24:15 Making design and development collaboration healthy 28:03 Respect as a design principle 29:04 Where to learn more about Jon and FPT GUEST LINKS FPT: https://fpt.com/ Jon’s website: https://jonderagon.com/ THREE WAYS TO KEEP EXPLORING CX PASSPORT 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
  5. The One With Where Charging More Grew The Business – Dom Hodgson E241

    12/02/2025

    The One With Where Charging More Grew The Business – Dom Hodgson E241

    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 steal your weekends. Dog adventures, Disney-fied touches, and straight-talk guidance make this conversation fun and genuinely useful for any business. 5 Insights From This Episode Why most businesses… including pet businesses… undercharge and how to confidently raise pricesHow a simple language shift created a premium service categoryWhy sending physical newsletters still drives retentionA low cost way to Disney-fy your customer experienceHow the right butts in the right seats transforms family-run operationsCHAPTERS 0:00 Welcome to CX Passport Live with Dom Hodgson  1:25 Dom’s background and how he entered the pet world  2:21 The fastest place he spots money leaks  3:30 Why owners fear raising prices  5:51 The power of physical newsletters  7:33 How the dog adventure business started  9:03 Differentiating through language and experience  10:31 First Class Lounge  13:08 A practical Disney-fy move any business can use  15:03 Simple automation that boosts retention  17:46 Running a family business without chaos  20:41 How to reach Dom Guest Links Dom Website: https://www.petbusinessmarketing.com/ How to Disnify Your Pet Business book: https://www.petbusinessmarketing.com/magicbook Bring CX Passport Live to your event: https://www.cxpassportlive.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).

    22 min
  6. The one with the kids who never quit – Sara Abbott on CX Passport Live E240

    11/25/2025

    The one with the kids who never quit – Sara Abbott on CX Passport Live E240

    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 leader can use. 5 insights from Sara  • Why hiring kind people creates a foundation for quality and consistency  • How Metropolis turns first time workers into reliable, long term contributors  • The business value of Metropolis University and its life skill approach  • Why human hospitality still wins even when digital efficiency is tempting  • How leadership behaviors shape a culture that strengthens retention CHAPTERS  0:00 Welcome to CX Passport Live  0:36 Meet Sara Abbott and Metropolis Resort  1:50 What Sara notices first in any resort  3:43 How Metropolis University began  6:53 Life skills that strengthen retention  7:55 Hiring young workers who stay  10:59 Building a culture of kindness  12:28 Growing leaders from within  15:56 First Class Lounge  23:42 Keeping hospitality human in a digital world GUEST LINKS Metropolis Resort https://metropolisresort.com/ MORE CX Passport... Bring CX Passport Live to your event: https://www.cxpassportlive.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).

    28 min
  7. The One With Science And Imagination Driving Transformation - Trina Di Giusto E239

    11/18/2025

    The One With Science And Imagination Driving Transformation - Trina Di Giusto E239

    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 Insights From This Episode • Scientific thinking becomes a CX advantage… methodical meets imaginative • Pharma customers span patients, providers, payers, and regulators • Delegation without orchestration leads to fragmentation • AI only works when the underlying process is healthy • Real change lasts when vision, skills, incentives, resources, and action align CHAPTERS 00:00 Meet Trina from Basel 01:27 When science meets storytelling 03:47 Logic in a creative world 05:50 Blurring science and marketing 08:29 Defining CX in pharma 11:18 Delegation versus orchestration 13:57 First Class Lounge 18:01 Why tech is not the fix 22:51 What change management really requires 25:56 Lessons across six transformation cycles 28:06 Final takeaways and how to reach Trina Guest Links LinkedIn: https://www.linkedin.com/in/trinadigiusto/ Listen, Watch, Newsletter 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. The One With Pharma CX – Silvi Haldipur E238

    11/11/2025

    The One With Pharma CX – Silvi Haldipur E238

    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 Episode • CX in pharma isn’t impossible… it’s essential. Silvi shares how she turned a deeply personal healthcare experience into her mission for better patient outcomes. • Beyond ads and emails… why support, not slogans, is what patients really need. • What pharma can learn from design thinking, ethnography, and on-the-ground empathy. • How “wraparound programs” simplify post-prescription chaos and actually improve outcomes. • The rise of the Chief Customer Experience Officer in pharma… and why it’s long overdue. 🕒 CHAPTERS 00:00 Welcome and Silvi’s path from advertising to pharma 03:00 A personal story that reshaped her view of healthcare 06:00 Seeing patients, providers, and payers as customers 09:00 Ethnography and field visits to get inside the experience 12:00 Fixing the “after the prescription” experience 16:00 Brand promise meets patient promise 19:30 First Class Lounge 23:00 Data vs. insight and the pit bull story 26:00 Why pharma needs CXOs 28:30 What Silvi would change about her healthcare experience 31:00 Closing thoughts Guest Link LinkedIn: https://www.linkedin.com/in/silvihaldipur/ Listen / Watch / Subscribe 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 (245)

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 - 2025
  • Episodes
    245
  • Rating
    Explicit
  • Copyright
    © 2026 EX4CX LLC
  • Show Website
    CX Passport