120 episodes
CX Passport Rick Denton
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- Business
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5.0 • 12 Ratings
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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. 🎬Be sure and subscribe here and 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. Rick serves as the Managing Principal for EX4CX - Execution for Customer Experience and believes the best meals are served outside and require a passport. 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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
I'm Rick Denton and I believe the best meals are served outside and require a passport
🖱️Sign up at www.cxpassport.com and never miss an episodeWant more great Customer Experience? Visit www.ex4cx.com to learn how EX4CX enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. 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.
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The one with the customer mix tape - Amy Brown, CEO of Authenticx E120
🎤🎞️On a mission to help humans understand humans in "The one with the customer mix tape" with Amy Brown, CEO of Authenticx in CX Passport Episode 120🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:19 Unlocking patient insight from conversations
4:18 The inspiration from growing up in medicine
6:15 In 8th grade and on a heart transplant flight?!
8:41 The crushing complexity of healthcare industry
11:19 A billing call isn’t JUST a billing call
16:30 Why are we getting patient experience so wrong?
18:23 First Class Lounge
22:48 Why start with healthcare?
25:30 Using stories to inspire change
33:20 Contact info and closing
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.cxpassport.com
✅Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
Episode resources:
Authenticx: www.authenticx.com -
The one with the call center’s call center - Gary Pudles, President & CEO AnswerNet E119
🎤🎞️The manager’s job is to Unsuck Things That Suck in “The one with the call center’s call center” with Gary Pudles, President & CEO of AnswerNet in CX Passport Episode 119🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:22 Changing ways customers contact brands today
4:29 Blending digital and human in customer contact
7:35 An INTRIGUING option for Small Business contacts
13:19 Front line employee engagement
17:45 Cuba and Caymans in one trip…contrast indeed
20:40 1st Class Lounge
25:08 The CRM is dead?
27:33 Iterative success vs disruption
31:38 Buying a business
32:41 Contact info and closing
If you like CX Passport, I have 4 quick requests:
✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Sign up for the weekly CX Passport newsletter www.cxpassport.com
✅Leave a review on your favorite podcast site so others can find the show
✅Share your thoughts about the episode in the comments
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps
Show notes and other helpful CX & Total VOC content at www.cxpassport.com
Episode resources:
Social media tags: @GaryPudles @answernet
Web: www.answernet.com -
The one with Omotenashi - George Nagatsuka - Founder Discover Xciting Japan E118
🎤🎞️“The one with Omotenashi” with George Nagatsuka - Founder Discover Xciting Japan in CX Passport Episode 118🎧What’s in the episode?...
CHAPTERS
0:00 Introduction
2:45 Omotenashi - What drives the Japanese customer service focus?
7:33 Comparing Japanese to US/Western Customer Service
11:31 Unique Japanese travel experiences
16:26 First Class Lounge
21:54 How does GE process experience influence CX today?
24:49 Variability of the Asian customer experience
28:38 DiscoverXcitingJapan
31:27 Contact info and closing
If you like CX Passport, I have 4 quick requests:
✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Sign up for the weekly CX Passport newsletter www.cxpassport.com
✅Leave a review on your favorite podcast site so others can find the show
✅Share your thoughts about the episode in the comments
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps
Show notes and other helpful CX & Total VOC content at www.cxpassport.com
Episode resources:
Spirit of Japanese Customer Service: Omotenashi
LinkedIn: https://www.linkedin.com/in/george-nagatsuka/
Website: https://discoverxcitingjapan.com
Facebook page: https://www.facebook.com/discoverxcitingjapan -
The one with the relational collateral - Phil Davis - Pastor, Faith Community Church (Prague) E117
🎤🎞️PREACH it Pastor! Today CX=Church Experience and you'll be stunned how much we in the biz CX world can learn from the faith world in “The one with the relational collateral” Phil Davis Faith Community Church (Prague) in CX Passport E117. What’s in the episode?...
🤗For the first time, CX Passport listeners have an opportunity to give back. More detail in the episode on how you can support this mission which is currently serving the humanitarian needs of the Ukrainian refugee community created by the tragic invasion of Ukraine in addition to the soul needs of the Prague international community. Listen to the episode and then…
Support here: https://give.serge.org/donate/phil-and-shanna-davis
CHAPTERS
0:00 Introduction
4:45 Church vs business when it comes to creating experiences
8:30 Customer sensitive NOT customer driven
11:01 Many churches…one goal
14:03 Asking your “customers” to sacrifice?
17:09 What’s unique and special about Prague?
21:08 1st Class Lounge
25:42 The KEY lesson EVERY CX person should know
28:50 Why “brand promise” matters even MORE in the faith world
31:26 What’s next for Faith Community
33:25 Contact info and closing
Want video? Watch & subscribe www.youtube.com/@cxpassport
Sign up for the weekly newsletter and never miss an episode: cxpassport.com
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
Apple Podcasts: http://bit.ly/applecxpassport
Spotify: http://bit.ly/spotifycxpassport
Web: http://cxpassport.com
YouTube: https://bit.ly/youtubecxpassport
Episode resources:
Support Faith Community Church
https://give.serge.org/donate/phil-and-shanna-davis
Website: faithcommunity.cz
Mission Organization: serge.org -
The one with 2 T-Rexes and 2 Pennies - Mercer Smith, VP CX Insights and Community at Partner Hero E116
🎤🎞️Building communities CX and beyond in “The one with 2 T-Rexes and 2 Pennies” with Mercer Smith VP CX Insights and Community at Partner Hero | CX Passport E116🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction
2:32 Using communities to better the Customer Experience world
4:45 What makes a GOOD community?
9:33 Elevate the customer insights from the front-line
13:59 Providing the support and language for mental wellness
16:08 1st Class Lounge
20:47 How to scale great teams
25:20 A brilliant trait to block the tribalism of CX labels
27:48 What’s next for communities and customer experience?
30:40 Closing and contact information
Want video? Watch & subscribe www.youtube.com/@cxpassport
Sign up for the weekly newsletter and never miss an episode: cxpassport.com
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
Apple Podcasts: http://bit.ly/applecxpassport
Spotify: http://bit.ly/spotifycxpassport
Web: http://cxpassport.com
YouTube: https://bit.ly/youtubecxpassport
Episode resources:
LinkedIn: https://www.linkedin.com/in/smithmercer/
Social Media handles: @mercenator
Website: https://www.mercenator.com/ -
The one with expanding representation & BPO partnerships - Megan Bassler VP Strategic Partnerships at OP360 E115
🎤🎞️Opening career doors and building communities in “The one with expanding representation & BPO partnerships“ with Megan Bassler VP Strategic Partnerships at OP360 in CX Passport E115🎧What’s in the episode?...
CHAPTERS
0:00 Introduction
2:44 The partnership role and OP360
4:29 Jet fuel for career learning - BPO industry
9:00 Expanding representation and diversity in BPO leadership
12:31 Practical tips for creating Communities
18:36 AI and the BPO industry
21:14 1st Class Lounge
26:13 Keeping humanity in the AI and Digital solutions
29:22 Equipping agents to successfully represent both brand and BPO
33:15 Contact info and closing
Thank you, OP360 for your sponsorship of this episode.
Listeners, read the EX4CX blog post on the philosophy for CX Passport sponsorship
https://www.ex4cx.com/blog/2023/3/3/if-i-would-have-them-on-my-show-for-free-i-might-as-well-get-paid-for-it
If you like CX Passport, I have 4 quick requests:
✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Sign up for the weekly CX Passport newsletter www.cxpassport.com
✅Leave a review on your favorite podcast site so others can find the show
✅Share your thoughts about the episode in the comments
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
Watch at youtube.com/@cxpassport or listen on any of your favorite audio podcast apps
Show notes and other helpful CX & Total VOC content at www.cxpassport.com
Episode resources:
Megan LinkedIn: https://www.linkedin.com/in/megan-lyn-vonderach/
OP360: https://www.op360.com/
CX Passport Show Sponsorship Philosophy: https://bit.ly/cxpassportsponsorship
Customer Reviews
A new favorite! ✈️
CX Passport is a new favorite in my feed! I'm really impressed by the engaging discussions, insightful content, and actionable ideas. You’ll learn something new every time you listen! Not to mention I love the format and hearing about the guests’ travels. Highly recommend tuning in!
I learn so much from CX Passport
I really enjoy listening to CX Passport podcasts! They are very informative and very diverse covering experiences across many industries. Sometimes ideas and solutions are found outside of our own industries and CX Passport helps to create the place where these insights and experiences come together and are shared in a professional way. The host Rick Denton puts a lot of planning and effort into it and this definitely shows in the overall quality of the podcasts! Very well done and one of my favs to listen to! Keep up the great work Rick!
Rick does an amazing job interviewing experts from across the globe
Rick’s podcast is so conversational and authentic, he has a real skill with interviews. I enjoy his podcast because of the diversity of thinkers, perspectives, and roles of his guests. The episodes are relatively brief, have a nice pace, and seem like it everyone had fun chatting. I recommend this show for anyone in customer experience management because it makes provides a lot of humanity to the business of CX.