CX Passport
👉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:
âś…Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport
✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup
âś…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.
Episodes
258 episodes
The One With Fun As A CX Strategy - Claire Bristowe E258
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 ...
The One Where Everyone Should Have A Podcast - Greg Wasserman E257
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...
The One With the CFO Who Thinks Like a Customer - Mohamed Isa E256
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 chang...
The one with the war in Ukraine and CX - Anastasia Vladychynska - Greatest Hits E255
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 ...
The One With CX Gold From Startup Hay – Lisa Guzman E254
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 start...
The One With Leading Neurodivergence CX – Stine Marsal E253
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 s...
The One With the American Medical Association CX – Gloria Gupta E252
Gloria Gupta leads CX transformation at the American Medical Association.Not a small lift. Not a short-term initiative.A 200-year-old institution.450 million in revenue.Physicians as customers.Patients as the ultimate im...
The One With the Answers in the Field – April Sabral E251
Technology is loud. Agentic AI. Automation. Platforms. Dashboards.Meanwhile, the person who greets the customer at the door still determines whether that experience succeeds.April Sabral spent more than 30 years leading over 350...
The One With Designing The Ending - Joe Macleod E250
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 Macl...
The One Where She Works Past the Metrics – Frances Chapireau E249
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 in...
The One With B2B CX – Kári Thor Runarsson E248
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, ...
The One With Simpler CX - Luis Carrillo E247
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 buildin...
The One With the Slow CX – Sarah Kinard E246
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 perspectiv...
2025 1st Class Lounge Holiday Special part 2 – E245
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 ro...
2025 1st Class Lounge Holiday Special part 1 – E244
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 y...
The one with the DAF CX – Dr. Liz Okuma E243
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 tr...
The One With AI Product Design – Jon Deragon E242
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 app...
The One With Where Charging More Grew The Business – Dom Hodgson E241
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 bus...
The one with the kids who never quit – Sara Abbott on CX Passport Live E240
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 q...
The One With Science And Imagination Driving Transformation - Trina Di Giusto E239
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, w...
The One With Pharma CX – Silvi Haldipur E238
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...
The One With Behavior Driven CX - Candy Kothmann E237 Greatest Hits
How do you deliver empathy at scale when the stakes are life-changing?In this *Greatest Hits* episode of CX Passport, recorded live in Austin as a CX Passport Live, Candy Kothmann shares what it means to lead a customer experience opera...
The One With the Retention Revelation – Daniel Granja Baltazar E236
Why do so many companies chase new customers when the math clearly proves that retention wins every time? Daniel Granja Baltazar joins from Rotterdam to unpack the “retention revelation”... how conversion rate optimization (CRO) is really about...
The One Where Construction Becomes CX – Alyssa Staats E235
How can construction and customer experience possibly connect? Alyssa Staats shows us exactly how. From hard hats to HVAC, Alyssa reveals how CX shows up in the most unexpected corners of the AEC world (architecture, engineering, and constructi...
The One With The Training Clothing - Jannecke Drangert-Hveding E234
Customer experience isn’t about buzzwords or awards...it’s about creating real value.In this episode, Jannecke Drangert-Hveding joins from Norway to challenge the CX world on what truly matters. From digital transformation to Nor...
