The One With Simpler CX - Luis Carrillo E247 Artwork

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.

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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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CX Passport

The One With Simpler CX - Luis Carrillo E247

January 13, 2026 • Rick Denton • Season 5 • Episode 247

What's on your mind? Let CX Passport know...

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 building trust, this conversation focuses on CX that actually works.

5 CX Insights from the Episode

• Simpler CX delivers results customers, employees, and leaders can feel
• Listening to customers beats guessing every time
• Returns are a trust moment…not a policy problem
• Training and QA quietly power great experiences
• CX drives revenue when effort is reduced

CHAPTERS

00:00 Welcome + CX Open To Work
01:32 Why simpler CX creates immediate impact
04:18 Reducing friction without punishing good customers
07:24 CX as a revenue engine
10:52 Recovery, trust, and loyalty
12:03 First Class Lounge
16:17 What companies still miss in CX
19:15 What’s next for Luis

Guest Links

LinkedIn: https://www.linkedin.com/in/luiscarrillo-21a70520/

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).