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PODCAST

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

business management

All Episodes

31:02

The One With the Brussels Sprout Resolve – Mike...

CX Passport ·

2025/09/16

What's on your mind? Let CX Passport know... Some call it doom and gloom for CX. Others say it’s just evolving. But Mike Kendall isn’t giving up on customer experience... he’s rethinking it. From his early days helping define CX at Capital One to leading strategy at big brands and now advising through The Customer Lab, Mike brings a perspective forged by real-world change... and a drummer's rhythm. And yes, you’ll want to hear the story of playing a 2000-year-old castle in Spain. 5 first-clas...

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36:17

The One With the Future of Customer Experience - Bill...

CX Passport ·

2025/09/09

What's on your mind? Let CX Passport know... What will customer experience actually look like five years from now? In this *Greatest Hits* episode of CX Passport, Bill Staikos lays out a compelling, grounded vision for the future of customer experience. A seasoned CX executive, advisor, podcaster, and soon-to-be author, Bill combines practical wisdom with future-ready thinking. Originally released as Episode 155, this conversation stood out for its clarity on how CX needs to evolve — movi...

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29:42

The One With Theater, Hedge Funds, and Guest Journeys...

CX Passport ·

2025/09/02

What's on your mind? Let CX Passport know... From the theater to hedge funds to Alaska Airlines... Tori Signorelli’s path to CX isn’t typical. And that’s exactly what makes her perspective matter. Early in her role at Alaska Airlines, Tori’s fresh eyes are helping evolve the guest journey without losing the human touch. This episode is full of practical, honest CX wisdom... plus a few tasty travel moments. What’s in the episode? Why “healthy businesses are not still”CX orchestration ove...

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33:32

The One With CX the Customer Would Pay For - Karyn...

CX Passport ·

2025/08/26

What's on your mind? Let CX Passport know... Would your customer actually *pay* for the experience you’ve designed? In this *Greatest Hits* episode of CX Passport, Karyn Furstman brings 30+ years of CX and operations expertise to the mic. With a background at brands like Washington Mutual, Safeco, Bank of America, and JPMorgan Chase, Karyn knows how to link customer experience to tangible business results. Originally aired as Episode 203, this conversation stuck with listeners for its cla...

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29:36

The one with the 3 values - Michel Stevens E227

CX Passport ·

2025/08/19

What's on your mind? Let CX Passport know... Michel Stevens believes technology should be boring... and that’s a compliment. In this episode of CX Passport, Michel shares how three core values — honesty, fairness, and trust — shape every decision in customer experience and leadership. From his start on the contact center floor to leading global teams, Michel reveals how calm technology and clear values drive better results. We talk about: 👉Why “boring” tech is better tech 👉The 3 values

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34:42

The One With the (CX) Pet Shop Boys - Scott Lee...

CX Passport ·

2025/08/12

What's on your mind? Let CX Passport know... Can complaints actually be your company’s greatest asset? In this *Greatest Hits* episode of CX Passport, Scott Lee Holloway shares his CX journey…from a teenage pet shop employee in the UK to leading customer experience strategy for APS Bank in Malta. Originally aired as Episode 167, this conversation continues to resonate. Scott breaks down the cost of poor CX, why unstructured feedback matters, and how creativity (including a James Bond-style in...

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24:30

The One With The Seat At The Table - Kate Guenther E225

CX Passport ·

2025/08/05

What's on your mind? Let CX Passport know... CX won’t work if the people closest to the customer don’t have a seat at the table. Kate Guenther’s journey started in childhood, learning how trust is built through human-centered service. Today, that experience fuels her belief that strategy only works when everyone is aligned — from the C-suite to the frontline. In this episode, we talk about: How a childhood lesson sparked Kate’s customer-first mindsetWhy CX breaks down when key voices ar...

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37:43

The one with the CX maven - Sarah Hatter E224...

CX Passport ·

2025/07/29

What's on your mind? Let CX Passport know... How do you build customer experience around support… not in spite of it? In this *Greatest Hits* episode of CX Passport, Sarah Hatter shares insights from over a decade of championing support as a strategic pillar of CX. As the founder of ElevateCX and someone who’s worked across SaaS and startup landscapes, Sarah brings a grounded, honest take on what actually works when supporting customers. Originally released as Episode 173, this conversation s...

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35:29

The One With The Neuroscience of Trust - Tim McCleary...

CX Passport ·

2025/07/22

What's on your mind? Let CX Passport know... What if you could measure trust in real time? Tim McCleary brings neuroscience, global experience design, and deep culture work into one unique conversation. As the founder of The Involvement Practice, Tim helps organizations move from slogans to action... building trust and performance from the inside out. In this episode, we talk about: His work with neuroscientist Paul Zak to measure trustThe global truth: people are peopleHow to localize ...

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33:38

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

CX Passport ·

2025/07/15

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 f...

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30:31

The One With The 9X ROI - Dave Seaton E221

CX Passport ·

2025/07/08

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 impact Why empathy is great, but outcomes matter more What CX pros should do when l...

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33:44

The One With the AgileCX - Lauren Feehrer E220...

CX Passport ·

2025/07/01

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 e...

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27:36

The One With The Culture Shock Absorber - Eric Stone...

CX Passport ·

2025/06/24

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...

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29:51

The One With The AI Readiness Truth - Fred Stacey CEO...

CX Passport ·

2025/05/27

What's on your mind? Let CX Passport know... 🎤🎞️“The One With The AI Readiness Truth” with Fred Stacey CEO Cloud Tech Gurus in CX Passport Episode 218🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Fred Stacey 1:30 Why every contact center is the same… and different 4:46 What it takes to be AI-ready today 7:39 The legacy tech trap vs. modern AI advantage 11:11 People, process, and tech: The true AI readiness checklist 13:40 How AI enhances human coaching 17:14 Global

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33:34

The one with the new studio - Jessica “JP” Posey,...

CX Passport ·

2025/05/20

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the new studio” with Jessica “JP” Posey, Senior Director of CX for Kit in CX Passport Episode 217🎧 What’s in the episode?... (Special Kit offer JUST for CX Passport listeners is in the episode) In this episode of CX Passport, host Rick Denton is joined by Jessica “JP” Posey, the Senior Director of Customer Experience at Kit. Filmed at the Kit Studios in Chicago, JP and Rick discuss how customer experience (CX) is a significant

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29:12

The one with mean girls - Beth Karawan CoFounder /...

CX Passport ·

2025/05/13

What's on your mind? Let CX Passport know... 🎤🎞️“The one with mean girls” with Beth Karawan CoFounder / EVP at Imprint CX in CX Passport Episode 216🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Beth Karawan 1:26 Why Beth felt like the “new girl” in CX 3:16 How customer experience redefined her work 5:25 Challenging the CX status quo 8:10 Questioning NPS and traditional VOC programs 12:33 Why CX must change employee behavior too 15:36 Remembering the real purpose of

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38:50

REPLAY The one with the rapid recovery - Celia...

CX Passport ·

2025/05/06

What's on your mind? Let CX Passport know... I’m taking a break so enjoy a very impactful rerun…🎤🎞️What does service recovery look like even with an approaching hurricane? “The one with the rapid recovery” with Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing for isolved in CX Passport Episode 187🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: A CX response to a hurricane 1:15 Hurricane hits—event cancelled, emotions high 4:04 Planning for the unexpected:

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34:58

What is Southwest Thinking?! - LinkedIn live replay...

CX Passport ·

2025/04/29

What's on your mind? Let CX Passport know... 🎤🎞️“What is Southwest Thinking?!” REPLAY of earlier LinkedIn live with Sam Stern - CX Passport Episode 214🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Replay of LinkedIn Live with Sam Stern 1:25 Southwest changes course: Bags no longer fly free 3:37 Customer reactions: Loyalty, emotion, and betrayal 9:31 Lost loyalty and long-term CX consequences 13:45 Firing customers to attract premium flyers? 17:44 JC Penney déjà vu:

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29:34

The one with the hierarchy of opportunity - Ian Storm...

CX Passport ·

2025/04/22

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the hierarchy of opportunity” Ian Storm Dir Strategic Solutions at episode sponsor Aspect Software in episode 213🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Ian Storm 1:54 Where companies go wrong with AI and experience strategy 5:40 Snowball vs. avalanche: A better approach to onboarding 9:49 The role of psychology in customer and employee experience 12:45 Three key psychological needs that shape behavior

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26:32

The one with the resilience - Tabitha Dunn E212

CX Passport ·

2025/04/15

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the resilience” with Tabitha Dunn in CX Passport Episode 212🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Tabitha Dunn 2:12 CX around the world: Cultural nuance and customer individuality 4:51 Reducing call volume the right way 8:48 Building CX teams from the ground up 11:08 Why frequency isn’t the best way to prioritize CX fixes 12:52 How resilience powers effective CX leadership 16:00 First Class Lounge:

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251 results

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