CX Passport
Rick Denton
👉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 Ivers
CX 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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Top 10 CX Passport Episodes
Goodpods has curated a list of the 10 best CX Passport episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to CX Passport for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite CX Passport episode by adding your comments to the episode page.
12/27/22 • 33 min
What's on your mind? Let CX Passport know...
🎤As we close 2022, CX Passport takes a break with the annual tradition of “The One with the 2022 First Class Holiday Special"🎧 Episode 97 (almost to 100!)
Thank you to all of the great guests of 2022 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special?...
Mary Drummond - USA
Gregorio Uglioni - Switzerland
Troy Figgins - USA
Laise Pôrto - Brazil
Aarthi Murali - USA
Georges Essama - Cameroon
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
Sign up for the weekly newsletter and never miss an episode: cxpassport.com/#signup
Apple Podcasts: http://bit.ly/applecxpassport
Spotify: http://bit.ly/spotifycxpassport
YouTube: https://bit.ly/youtubecxpassport
12/13/22 • 34 min
What's on your mind? Let CX Passport know...
🎤True customer love in “The one where they sell smiles” with April Obersteller Director of Global Experience for woom in CX Passport episode 95🎧What’s in the episode?...
👉Even startups need to focus on CX from the beginning
🧑🌾When the founder picks up the customer service line while he's mowing the lawn
🤯Wow! Turning off the customer support phone line?!
✌️"I love data and I love humans"
💰Customer Experience creates tangible business result success
💡Go beyond phrases and get REAL about investing in your employees
👰You think your customer is hard? Try having brides as your events customer!
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
💭“It's incredible what happens when you just remind a person...I got you and we're going to figure this out...There's a lot of power that happens in that moment.” - April
Episode resources:
woom web: woombikes.com
Social media: @woombikes on all platforms
April LinkedIn: www.linkedin.com/in/april-obersteller-1104
10/25/22 • 30 min
What's on your mind? Let CX Passport know...
🎤Get back to the basics of Customer Experience in “The one where they're curious about CX” with Karl Sharicz of HorizonCX in CX Passport Episode 88🎧 What’s in the episode?
👨🍳A return to CX fundamentals
🔬So much awareness that CX is bad...but companies are still getting it wrong
🛑Stop using the term call deflection
🔨Equip your front line to do the right thing!
👉Customer Experience leaders are responsible for connecting the dots from CX to $
🎸The Smithereens!
💭“Service is really delivered by frontline people. And I'll say in most cases, even in my experience, when I get to that real person, they want to do a good job. But they may be constrained by whatever systems they have the tools that they have in order to help them be successful.” - Karl
Hosted by Rick Denton “I believe the best meals are served outside and require a passport”
Episode resources:
Email: [email protected]
Web: horizoncx.com
LinkedIn: linkedin.com/in/karlsharicz
Music Museum of New England: www.mmone.org
The one with the relational collateral - Phil Davis - Pastor, Faith Community Church (Prague) E117
CX Passport
05/16/23 • 36 min
What's on your mind? Let CX Passport know...
🎤🎞️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
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
08/22/23 • 42 min
What's on your mind? Let CX Passport know...
CX Passport will take some time off in August. Enjoy some of the most popular reruns while we rest up and enjoy new destinations. Episodes return September, 12th
🎤A fun and sometimes SHOCKING set of tales in “The one with the True Tales of TWA Flight Attendants” with Kathy Kompare & Stephanie Johnson in CX Passport episode 99🎧 What’s in the episode?...
😬Ummm...flight attendant...have you seen my pants?
🤯Weight checks? Girdle checks?!...at work?!
😋Getting a cooked to order medium rare steak on a flight?
😲You'll be SHOCKED how they handled a cigar on a flight!
💡Flight attendants - "We were some of the first feminists"
😳Steamy thoughts with 007
☝️The one thing you should do to get on a flight attendant's good side
😶What happens on an overnight, stays on an overnight
🤩Beluga caviar from Iran...as an in flight appetizer?!
💭”It's a flight attendant. What can I say, we always find the best places” - Stephanie
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:
True Tales book web site: truetalestwa.com
The Stewardess Rebellion: amazon.com/Great-Stewardess-Rebellion-Workplace-Revolution/dp/0385546459
02/25/25 • 33 min
What's on your mind? Let CX Passport know...
🎤🎞️“The one with the climate of CX” with Jeff Louden Digital Product Manager at The Baldwin Group in CX Passport Episode 205🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Jeff Louden
1:43 From CX Open to Work to New Job Success story
2:30 What CX professionals should focus on in 2025
4:15 Gauging the climate of CX in your organization
7:50 Navigating the open-to-work journey in a shifting CX landscape
10:27 Overcoming the challenges of CX job titles and roles
13:07 The "doesn't suck" standard for customer experience
15:03 Understanding and adapting to organizational climates
18:55 First Class Lounge
23:25 Why bad experiences still happen in business
26:07 Collaborating to overcome customer experience challenges
29:02 Lessons for aspiring product managers
31:27 Where to connect with Jeff
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
Episode resources:
Jeff LinkedIn: https://www.linkedin.com/in/jeffrey-louden/
04/18/23 • 35 min
What's on your mind? Let CX Passport know...
🎤😲There's an open air pool at this airport! Andrew Tan Director Airport Operations Consultancy at Changi Airport Group in "The one with the Changi experience" CX Passport E113🎧What’s in the episode?...
CHAPTERS
0:00 Introduction
3:41 Why is Changi so special to passengers?
5:37 What makes an airline choose an airport?
7:33 Why is customer experience at an airport vital?
11:06 Your CX Passport Captain
11:32 The airport attracts the community
13:26 What to do and eat in Singapore
20:30 1st Class Lounge
23:51 How to know what an airport really needs
25:41 Contextualize technology in overall CX context
30:20 The surprise delights 🏊at Changi
33:20 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
YouTube: https://bit.ly/youtubecxpassport
Episode resources:
Changi Airports International: https://www.cai.sg/
Andrew LinkedIn: https://www.linkedin.com/in/andrewtan2000/
03/29/22 • 34 min
What's on your mind? Let CX Passport know...
🎤Find out how the “beautiful game” and Customer Experience go hand in hand in “The one with the CX Goalkeeper” CX Passport E58 Gregorio Uglioni🎧
⚽How does football (soccer) explain customer experience?
🤝It's not about B2B or B2C...it's H2H
🤩Mauritius. Hawaii. Need I say more?
🥅All players have the same goal...scoring a goal...even if not every player actually scores it
🤣Lies our parents tell us - Green Spaghetti
✅What does REAL "Transformation" look like?
👂GO. SIT. LISTEN. Get next to your front line
🔨Fix the basics. Then think about the WOW experiences
💭“ I think quite a lot of businesses are dreaming of having customers like fans.” - Gregorio
Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
Episode resources:
LinkedIn: www.linkedin.com/in/gregorio-uglioni/
Website: www.cxgoalkeeper.com
CX Goalkeeper Podcast: www.cxgoalkeeper.com/podcast
“The one where CX is Yoga” - Jay Thattai E42
CX Passport
12/07/21 • 30 min
What's on your mind? Let CX Passport know...
🎤“The one where CX is Yoga” Twist your mind instead of your body today and grab today’s CX Passport episode 42 with the excellent Jay Thattai🎧
🧘♀️3 Stages of Yoga = 3 Stages of Customers
🏋️♂️Neither CX nor 6 pack abs happen overnight
😲You'll be stunned by this trip to Thailand (Chaing Mai)
💞The "Soulful" nature of reviews
🔨The #1 tool for customer experience...it's NOT what you think
🐼Kung Fu Panda makes an appearance!
🏪Buy from your own store
Hosted by Rick Denton, CX Passport guides you through a conversation on customer experience and travel.
Episode resources:
Jay Thattai: www.linkedin.com/in/jay-thattai-8a30825/
The One with the 2023 First Class Holiday Special part 2 - Various CX Passport Guests E147
CX Passport
12/26/23 • 27 min
What's on your mind? Let CX Passport know...
🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 2”🎧 Episode 147
Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?...
CHAPTERS
0:00 Intro
1:08 Phil Davis - Czech Republic
5:42 Claire Boscq - UAE
11:26 Eli Weiss - USA
15:20 Mercer Smith - USA
19:21 Vimal Rai - Dubai
23:40 Gabriela Amaral - Brazil
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”
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FAQ
How many episodes does CX Passport have?
CX Passport currently has 206 episodes available.
What topics does CX Passport cover?
The podcast is about Places & Travel, Society & Culture, Management, Customer Service, Podcasts, Business, Travel and Customer Experience.
What is the most popular episode on CX Passport?
The episode title 'The one with elephant level emotional intelligence – Sandra Thompson, Founder Ei Evolution E129' is the most popular.
What is the average episode length on CX Passport?
The average episode length on CX Passport is 33 minutes.
How often are episodes of CX Passport released?
Episodes of CX Passport are typically released every 7 days.
When was the first episode of CX Passport?
The first episode of CX Passport was released on Mar 18, 2021.
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