CX Passport

Hosted by Rick Denton

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261

Latest episode

Jun 2026

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EN-US

About the show

👉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. 📖 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.

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June 16, 2026Episode 26224 min

The One With The Last One? - E262

What's on your mind? Let CX Passport know...Five years. 262 episodes. Guests from over 50 countries. The last episode of CX Passport...Maybe?This is not a typical episode. There is no guest. There is no CX framework or customer journey deep dive. What there is ... is Rick Denton sitting down to tell you what comes next for CX Passport, and how much he appreciates the listeners and guests for making it all possible.What's happening with CX Passport?Three paths are on the table. -A hiatus ... because sometimes even Ross and Rachel needed a break. -A full shutdown ... because every season has an end. -Or a sale ... to the right buyer who wants to carry this global conversation forward. Rick lays out all three, including a fourth wildcard he calls the Janice Clause.But before the announcement, there is genuine gratitude. For the guests from over 50 countries who took a chance on an unproven host with a microphone sitting on a stack of borrowed books. For the listeners tuning in from over 90 countries. For every conversation that never should have happened ... and did anyway.A special mention to Santhakumaran Atmalingam, the very first CX Passport guest, episode one, who took that chance before any of this existed. https://www.linkedin.com/in/santhakumaran/And a credit long overdue ... the voice behind "This is your Captain speaking" belongs to Nicholas Zeisler. https://www.linkedin.com/in/zeislerconsulting/This time around, Rick heads into the First Class Lounge himself ... and answers the questions he's been asking guests for five years.CX Passport may be at a crossroads. Rick is not. He's already over at The Loud Quiet, the podcast and community he co-hosts with his wife Clancy. If you've followed Rick here, that's where he's headed next. Come along. https://www.theloudquiet.comCHAPTERS00:00 This is not just a thank you episode02:15 How CX Passport started in 202105:30 First guest Santhakumaran Atmalingam and the origin of the show's name08:45 What CX Passport became ... 50+ countries, 90+ listener nations12:00 What CX Passport made possible15:00 First Class Lounge ... Rick answers his own questions19:30 The three paths for CX Passport23:00 The Janice Clause24:15 Where to find Rick nextSanthakumaran Atmalingam, Episode 1 guest: https://www.linkedin.com/in/santhakumaran/Nicholas Zeisler, Voice of "This is your Captain speaking": https://www.linkedin.com/in/zeislerconsulting/The Loud Quiet: https://www.theloudquiet.comListen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: https://cxpassport.kit.com/signupI'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).

June 2, 2026Episode 26132 min

The One With Curious to Committed - Alyssa Nolte E261

What's on your mind? Let CX Passport know...Your buyer isn't thinking about you nearly as much as you think they are.Alyssa Nolte built her career on consumer psychology and buyer behavior research... eye tracking, presidential campaign advertising, the science of what moves people from curious to committed to coming back. She now runs Ology Collective, helping companies understand how their customers actually buy, not how they assume they buy.That gap between assumption and reality is bigger than most companies realize. Customers don't care about your departments, your KPIs, or your internal language. They experience your brand as one continuous thing. And every time the effort of working with you outweighs the value you deliver, the math quietly turns against you.What you'll learn in this episode:Why companies design experiences for themselves instead of their customers... and how to break that patternThe effort vs. value equation that quietly kills customer retentionThe line between motivating a buyer and manipulating oneHow LinkedIn authenticity can open real business relationshipsWhy 80% capacity is a feature, not a bugCHAPTERS00:00 Consumer psychology meets customer experience02:35 The self-reinforcing echo chamber problem05:13 Productivity culture as a barrier to customer empathy08:00 The effort vs. value equation across the customer journey10:14 The line between motivating and manipulating12:50 Do customers share blame for bad experiences14:45 First Class Lounge19:54 The Notorious Plant Killer ... authenticity on LinkedIn24:56 What 140+ podcast conversations taught Alyssa about buyers27:01 Podcasting as an authentic brand connection toolGuest ResourcesAlyssa Nolte on LinkedIn: https://www.linkedin.com/in/alyssanolte/The Growth Signal Podcast: https://rss.com/podcasts/thegrowthsignal/Alyssa's Substack - Alyssa Likes To Talk: @alyssalikestotalkAlyssa's website: https://alyssanolte.com/Listen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: https://cxpassport.kit.com/signupI'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).

May 19, 2026Episode 26028 min

The One With Connective Core Communication - Melissa Bardsley E260

What's on your mind? Let CX Passport know...What does your team actually mean when they say "world class"? Melissa Bardsley has spent her career across banking, manufacturing, and SaaS ... and she keeps arriving at the same answer. Communication isn't a soft skill. It's the infrastructure.What you'll learn in this episode:Why transactional and SaaS support require completely different hiring profilesHow one interview question about a chicken coop reveals more than a resume ever willWhy leaders avoid difficult conversations ... and what it costs when they doHow average handle time can turn your support team into clock watchersWhy a fresh set of eyes on a broken process is one of the most underrated leadership toolsCHAPTERS00:00 Support across banking, manufacturing, and SaaS02:01 Transactional vs. complex support environments04:41 Hiring for curiosity and learning agility07:42 Rebuilding confidence after hiring mistakes09:02 Difficult conversations and why timeliness matters10:40 Defining "world class" so your whole team means the same thing12:59 Common language as the North Star for metrics and culture15:18 First Class Lounge19:32 Metrics as weapons vs. metrics as coaching tools22:54 Starting with data when you walk into a broken situation24:34 Low-hanging fruit and the power of a fresh set of eyes25:47 Navigating sacred processes that need to changeMelissa Bardsley on LinkedIn: https://www.linkedin.com/in/melissabardsleync/Listen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: https://cxpassport.kit.com/signupI'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).

May 12, 2026Episode 25935 min

The One Where the Brain Doesn't Lie - Dr. Laura Beavin-Yates E259

What's on your mind? Let CX Passport know...What your customers feel in the moment and what they tell you later are two different things. Dr. Laura Beavin-Yates has spent years measuring the gap ... and the science behind it will change how you think about experience design.What you'll learn in this episode:-Oxytocin isn't the love hormone - it's the meaning hormone, and it fires in negative experiences too.-Post-experience surveys don't measure the experience. They measure memory, filtered through whatever mood the customer is in three days later.-Brain synchronicity means a fully immersed contact center agent pulls the customer in with them.-Six moments of full oxytocin release per day predicts whether a person reports thriving - not just coping.-Biometric data can be anonymized and still tell you everything you need to know about what your customer actually felt.CHAPTERS00:00 Oxytocin and what meaningful connection actually means03:08 Negative experiences and how the brain stores them06:17 Measuring oxytocin without a needle - 20 years of research08:56 Why post-experience surveys miss the real story13:32 Practical CX applications - resorts, stadiums, contact centers16:24 Employee experience and brain synchronicity18:08 First Class Lounge23:27 Neuroscience, neuro marketing, and CX - the connective tissue27:15 Privacy, anonymization, and the ethics of biometric data31:09 The Six app and six moments for thriving33:43 Where to find Laura and ImmersionGuest LinksLinkedIn: https://www.linkedin.com/in/laura-beavin-yates/Immersion: https://www.getimmersion.com/Related EpisodeThe One With The Magic...Really!...The Orlando Magic! - Katie Miller E23: https://www.cxpassport.com/1736603/episodes/8911630Listen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: https://cxpassport.kit.com/signupI'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).

April 28, 2026Episode 25831 min

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 FTECHAPTERS00:00 Regulation as a CX asset in financial services02:53 Bringing customers into legal document design05:42 64 customers applied to review three documents08:35 Why fun became the strategy ... and how it was chosen11:55 Where Claire actually started: 53 research sessions13:51 Live call listening: the highest-engaged initiative16:00 First Class Lounge19:08 Targeting the disengaged ... not just the willing22:10 Balancing immediate reaction with long-term roadmap23:21 The promoter team: 34 colleagues across the business25:48 Accountability after the session ends28:20 Small changes, real financial results30:14 Connectivity as a CX team's hidden valueConnect 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/signupI'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).

April 21, 2026Episode 25732 min

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 pointCHAPTERS00:00 Introduction01:35 Every role has a customer ... even if the title doesn't say so03:21 Silos, startups, and losing the customer in the noise05:59 Audience vs. community ... what's the real difference08:13 Building community at RSS.com and why humanization matters12:47 Balancing raw customer input with product roadmap decisions14:41 First Class Lounge19:44 How Greg's sales approach broke and what replaced it22:47 The chocolate bar strategy and customer lifetime value23:55 Where software companies get experience right ... and where they miss27:05 Everyone should have a podcast30:19 Podcasting as a relationship engine, not a download game31:38 Where to find GregGreg Wasserman on LinkedIn: https://www.linkedin.com/in/gregwasserman/Listen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: https://cxpassport.kit.com/signupI'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).

April 7, 2026Episode 25631 min

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 failsCHAPTERS00:00 CFO perspective on customer experience03:00 The “50 showers” lesson in customer language05:00 Why organizations ignore obvious CX truths06:30 Travel, expectations, and human experience09:00 How CX drives revenue at a country level11:00 The bad bank experience that became a book15:30 First Class Lounge19:00 The danger of under-communicating23:00 Everest Base Camp and accountability in CX26:30 Why service culture is everything28:00 Bahrain’s CX leadership and government experienceGuest LinksLinkedIn: https://www.linkedin.com/in/mohdisaBook: https://www.goodreads.com/book/show/40660063-chai-karakBahrain CX example: https://bahrain.bh/Listen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: https://cxpassport.kit.com/signupI'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).

March 31, 202633 min

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”CHAPTERS00:00 Why this Greatest Hits episode is being shared01:42 Welcome to CX Passport02:06 Introducing Anastasia Vladychynska04:11 Does CX matter during war?05:58 Culture as the foundation for resilience09:22 How to “war-proof” your company15:30 The resilience of Ukrainian businesses18:31 The beauty and culture of Ukraine22:08 First Class Lounge25:18 “Stop doing CX until you change your company”Guest LinksLinkedIn https://www.linkedin.com/in/anastasia-vladychynska-622443a/Facebook https://www.facebook.com/nastya.vladychynskaYouTube https://www.youtube.com/channel/UCXXOYKyGpkngUYvn1hqyXKQListen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signupI'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).

March 24, 2026Episode 25434 min

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.CHAPTERS00:23 Introduction to Lisa Guzman01:23 Building CX in remote startup environments05:07 Understanding global customers and cultural humility10:34 Turning startup hay into CX gold15:40 First Class Lounge22:41 The real pros and cons of remote leadership26:26 How leaders let go without losing control30:47 Why mentorship matters in CX34:00 Where to connect with Lisa34:53 ClosingGuest linksLisa 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/signupI'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).

March 10, 2026Episode 25333 min

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 followCHAPTERS00:00 Welcoming the First Guest from Denmark01:55 From Tivoli to Copenhagen Airport03:24 Stop Centering Only the Customer06:29 Why Stine Built a Practitioner Community10:06 The CX Industry’s Results Problem11:55 Mapping Disability Barriers in Airports14:45 One in Four Have Hidden Disabilities17:50 Designing for Cognitive Load21:52 First Class Lounge25:22 Rethinking NPS and Metrics29:40 Why Comments Matter More Than Scores31:10 The Customers Who Never ComeGuest LinksLinkedIn: https://www.linkedin.com/in/stinemarsal/Website: https://www.stinemarsal.dk/Listen: https://www.cxpassport.comWatch: https://www.youtube.com/@cxpassportNewsletter: https://cxpassport.kit.com/signupI'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).