CX Passport

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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. 🎬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.

Rick Denton


    • Jul 15, 2025 LATEST EPISODE
    • every other week NEW EPISODES
    • 32m AVG DURATION
    • 222 EPISODES


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    Latest episodes from CX Passport

    The One With CX in Ghana - Kojo Hayford E222 Greatest Hits

    Play Episode Listen Later Jul 15, 2025 33:38


    What's on your mind? Let CX Passport know...What does customer experience look like in Ghana — and across Africa?In this *Greatest Hits* episode of CX Passport, Kojo Hayford takes us on a journey through customer experience transformation on the African continent. Kojo is the Founder and CEO of eSAL LLC, a firm leading the charge in Business Process Outsourcing and CX innovation in Ghana and beyond.Originally aired as E181, this conversation resonated because of Kojo's clarity, passion for talent development, and honest perspective on what it takes to build something meaningful and sustainable in a growing economy.CHAPTERS  00:00  Demographic dividend in Africa  01:40  Why Kojo founded eSAL  04:30  Customer experience in the Ghanaian context  08:42  Opportunities for BPO in Africa  13:55  Developing talent and future leaders  18:50  Serving global brands from Africa  21:40  First Class Lounge  26:45  Leadership and authenticity  30:10  Lessons from his father's legacyEpisode resources:  Connect with Kojo Hayford on LinkedIn: https://www.linkedin.com/in/kojo-hayford  Learn more about eSAL: https://www.esal.llcIf you like CX Passport, I have 3 quick requests:✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport  ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup  ✅ Bring

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    The One With The 9X ROI - Dave Seaton E221

    Play Episode Listen Later Jul 8, 2025 30:31 Transcription Available


    What's on your mind? Let CX Passport know... How do you get real business value from customer experience work?Dave Seaton is a journey mapping expert who doesn't stop at sticky notes and emotional arcs. He helps companies identify operational and financial wins from their CX initiatives…with one client achieving a 9X(!) ROI.In this episode, we talk about:How to tie journey mapping to real business impactWhy empathy is great, but outcomes matter moreWhat CX pros should do when leadership won't listenDave's practical take on metrics, personas, and strategyCX isn't fluff. Dave shows us how to make it count.CHAPTERS 0:00 Meet Dave Seaton 1:39 What “real CX work” looks like 4:00 Journey mapping that drives 9X ROI 7:00 Empathy vs. business outcomes 9:23 CX leaders as internal consultants 12:05 Fixing broken processes from journey maps 14:40 When the boss won't listen 16:53 First Class Lounge 19:28 From the military to CX 22:18 Where to connect with DaveGuest Links: 

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    The One With the AgileCX - Lauren Feehrer E220 Greatest Hits

    Play Episode Listen Later Jul 1, 2025 33:44 Transcription Available


    What's on your mind? Let CX Passport know...How do Agile principles, customer experience, and camper life all fit together? Lauren Feehrer connects those dots brilliantly in this *Greatest Hits* episode of CX Passport.Lauren is the founder of LoyaltyCraft, where she helps mid-market companies grow through smarter customer experience strategies. From her roots as a process analyst at Accenture to helping clients implement Agile CX frameworks today, Lauren brings a balance of structure and empathy to the CX world.This episode originally aired as E182 and stood out not just for Lauren's insights but for her authenticity — whether talking about CX in hospice care or running her family like a Scrum team (yes, really).Lauren blends CX discipline with curiosity and care — and it's no surprise this episode made the Greatest Hits list.CHAPTERS  00:00  Starting at Accenture...and blue screens  04:58  Listening deeply to customers  07:49  Agile CX explained  11:46  The business of grief and caregiving  15:34  Family road trips during the pandemic  18:41  First Class Lounge  23:41  Discipline, emotion, and process  26:54  Her grandfather's CX inspiration  29:11  Using Agile with your familyEpisode resources:  Connect with Lauren Feehrer on LinkedIn: https://www.linkedin.com/in/laurenfeehrer  Learn more about LoyaltyCraft: https://www.loyaltycraft.comIf you like CX Passport, I have 3 quick requests:✅ Subscribe to the CX Passport YouTube channel https://youtube.com/@cxpassport  ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup  ✅ Bring

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    The One With The Culture Shock Absorber - Eric Stone E219

    Play Episode Listen Later Jun 24, 2025 27:36 Transcription Available


    What's on your mind? Let CX Passport know...How do you actually build a culture that sticks — one that survives chaos, grows talent, and actually gets results?Eric Stone has spent nearly 30 years leading through culture. From building the “think tank” inside Enterprise Rent-A-Car to crafting his own hourglass framework, Eric takes us through real-world stories that show culture is more than posters and values. It's behaviors in action.CHAPTERS 0:00 Welcome Eric Stone 1:15 The family road trip that inspired a book 2:46 Culture isn't a poster — it's action 3:38 Building a real culture with the “think tank” 5:54 Trust starts at interview, not orientation 8:38 Johnny the Bagger and culture ripple effects 12:54 Seeing the real frontline experience 14:05 The Hourglass approach 16:12 First Class Lounge 18:54 Culture turnaround — what it really takes 24:28 Why execution depends on cultureGuest links:

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    The One With The AI Readiness Truth - Fred Stacey CEO Cloud Tech Gurus E218

    Play Episode Listen Later May 27, 2025 29:51 Transcription Available


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    The one with the new studio - Jessica “JP” Posey, Senior Director of CX for Kit E217

    Play Episode Listen Later May 20, 2025 33:34 Transcription Available


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    The one with mean girls - Beth Karawan CoFounder / EVP at Imprint CX E216

    Play Episode Listen Later May 13, 2025 29:12 Transcription Available


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    REPLAY The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187

    Play Episode Listen Later May 6, 2025 38:50


    What's on your mind? Let CX Passport know...I'm taking a break so enjoy a very impactful rerun…

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    What is Southwest Thinking?! - LinkedIn live replay with Sam Stern E214

    Play Episode Listen Later Apr 29, 2025 34:58 Transcription Available


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    The one with the hierarchy of opportunity - Ian Storm Dir Strategic Solutions at Aspect Software E213

    Play Episode Listen Later Apr 22, 2025 29:34 Transcription Available


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    The one with the resilience - Tabitha Dunn E212

    Play Episode Listen Later Apr 15, 2025 26:32 Transcription Available


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    The one where she's a diplomat - Deanna Stearns E211

    Play Episode Listen Later Apr 8, 2025 25:11 Transcription Available


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    The one with XLAs - Doug Rabold E210

    Play Episode Listen Later Apr 1, 2025 27:25 Transcription Available


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    The one with WFM - Irina Mateeva E209

    Play Episode Listen Later Mar 25, 2025 25:20 Transcription Available


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    The one where he Disnefies Customer Retention - Vance Morris E208

    Play Episode Listen Later Mar 18, 2025 35:33 Transcription Available


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    The one with behavior driven CX - Candy Kothmann Call Center Director at Texas Workforce Commission E207

    Play Episode Listen Later Mar 11, 2025 21:54 Transcription Available


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    The one with profits through consistency - Tucker Wakabayashi E206

    Play Episode Listen Later Mar 4, 2025 29:57 Transcription Available


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    The one with the climate of CX - Jeff Louden Digital Product Manager E205

    Play Episode Listen Later Feb 25, 2025 33:03 Transcription Available


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    The one with the psychology of loyalty - Vinay Parmar E204

    Play Episode Listen Later Feb 18, 2025 34:12 Transcription Available


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    The one with CX the customer would pay for - Karyn Furstman E203

    Play Episode Listen Later Feb 11, 2025 33:32 Transcription Available


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    The one with the posture of learning - Jeff Harrell E202

    Play Episode Listen Later Feb 4, 2025 32:00 Transcription Available


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    The one with the CX bridge - Sean Cherry Experience Insights at LinkedIn E201

    Play Episode Listen Later Jan 28, 2025 33:53 Transcription Available


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    200!!! The one with the scene setting - Michelle Pascoe E200

    Play Episode Listen Later Jan 21, 2025 35:56 Transcription Available


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    The one with the shepherds of CX - Rachel Sheriff Chief Customer Officer at Recurly E199

    Play Episode Listen Later Jan 14, 2025 36:35 Transcription Available


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    The one with the biker CX - Rick Malsch E198

    Play Episode Listen Later Jan 7, 2025 33:43 Transcription Available


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    The One with the 2024 First Class Holiday Special part 2 - E197

    Play Episode Listen Later Dec 31, 2024 32:32


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    The One with the 2024 First Class Holiday Special part 1 - E196

    Play Episode Listen Later Dec 24, 2024 30:28 Transcription Available


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    The one with the core principles - Neal Berg CX Strategist at Evolve Partners E195

    Play Episode Listen Later Dec 17, 2024 33:59 Transcription Available


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    The one with the storytelling - Andrew Carothers CX OpenToWork E194

    Play Episode Listen Later Dec 10, 2024 32:16 Transcription Available


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    The one with the Alaska employee experience - Jaylene Owen Dir HR & Payroll Hames Corporation E193

    Play Episode Listen Later Dec 3, 2024 37:11 Transcription Available


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    The one with the skydiving - Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” E192

    Play Episode Listen Later Nov 26, 2024 38:12 Transcription Available


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

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    The one with burrito employee experience - Lacey Davidson, HR Manager at JumBurrito E191

    Play Episode Listen Later Nov 19, 2024 32:33 Transcription Available


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    The one where offboarding matters - Gary Marra CX #OpenToWork E190

    Play Episode Listen Later Nov 12, 2024 34:08 Transcription Available


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    The one where we stop KPI hunting - Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189

    Play Episode Listen Later Nov 5, 2024 31:02 Transcription Available


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

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    The one with the Guatemalan CX - Enrique Saenz CEO & Founder of PercepcionesCX E188

    Play Episode Listen Later Oct 29, 2024 37:09 Transcription Available


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    The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187

    Play Episode Listen Later Oct 22, 2024 37:55 Transcription Available


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    The one where she knows what makes us tick - Tamar Cohen CEO/Founder at HaloEffect Management E186

    Play Episode Listen Later Oct 15, 2024 32:31 Transcription Available


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    The one with the CX nervous system - Jameson McFarland E185

    Play Episode Listen Later Oct 8, 2024 31:50 Transcription Available


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    The one with yellow iron CX - Lynn Daniel CEO The Daniel Group E184

    Play Episode Listen Later Oct 1, 2024 35:24 Transcription Available


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    The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183

    Play Episode Listen Later Sep 24, 2024 32:30 Transcription Available


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    The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182

    Play Episode Listen Later Sep 17, 2024 33:44 Transcription Available


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    The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181

    Play Episode Listen Later Aug 27, 2024 33:38 Transcription Available


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    The one with the total experience - Robby Cloninger VP Consulting, Digital Experience at FPT Software E180

    Play Episode Listen Later Aug 20, 2024 39:08 Transcription Available


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    The one with the catalyst (not crusader) - Megan Burns Founder Experience Enterprises E179

    Play Episode Listen Later Aug 13, 2024 34:21 Transcription Available


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    The one where he unifies CX - Adam Powers CX #OpenToWork E178

    Play Episode Listen Later Aug 6, 2024 31:23 Transcription Available


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    The one with the customized resiliency kit - Sangeetha Rai VP Customer Success Northwestern Mutual E177

    Play Episode Listen Later Jul 30, 2024 38:08 Transcription Available


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    The one with the epochal growth - Sarah Caminiti Head of US Customer Service at abcam E176

    Play Episode Listen Later Jul 23, 2024 36:54 Transcription Available


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    The one with the hidden customer revenue - Anita Toth | The Hidden Revenue Hunter E175

    Play Episode Listen Later Jul 16, 2024 32:56 Transcription Available


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    The one with the CX tasting menu - Courtney LeBlanc CX #OpenToWork E174

    Play Episode Listen Later Jul 9, 2024 31:21 Transcription Available


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    The one with the CX maven - Sarah Hatter CX Maven & Creator of ElevateCX E173

    Play Episode Listen Later Jul 2, 2024 37:43 Transcription Available


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    The one with the Severance TV lessons - Michael Mattson Chief Empathy Officer at Walk A Mile E172

    Play Episode Listen Later Jun 25, 2024 32:18 Transcription Available


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