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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

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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25:11

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

CX Passport ·

2025/04/08

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one where she’s a diplomat” with Deanna Stearns in CX Passport Episode 211🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Deanna Stearns 2:06 Why CX is all about connections and diplomacy 5:28 Creating experiences customers actually want 9:31 Turning customer insights into real business results 12:24 Overcoming resistance to CX-driven change 13:27 First Class Lounge: Travel,

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27:25

The one with XLAs - Doug Rabold E210

CX Passport ·

2025/04/01

What's on your mind? Let CX Passport know... 🎤🎞️“The one with XLAs” with Doug Rabold in CX Passport Episode 210🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Doug Rabold 2:04 What are XLA’s and why do they matter? 5:43 The difference between SLAs and XLAs 7:32 How XLA’s improve both customer and employee experience 11:32 Treating IT as a business, not just a function 13:52 Real-world XLA success stories 14:17 San Antonio’s hidden gem: The Cove 15:24 First Class Lounge:

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25:20

The one with WFM - Irina Mateeva E209

CX Passport ·

2025/03/25

What's on your mind? Let CX Passport know... 🎤🎞️“The one with WFM” with Irina Mateeva in CX Passport Episode 209🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Irina Mateeva 2:07 Why workforce management is crucial for CX 4:56 How WFM impacts both customers and employees 7:34 The connection between WFM and employee burnout 10:20 What companies get wrong about workforce management 12:13 Customer experience in Bulgaria 14:57 First Class Lounge: Travel, food, and unexpected

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35:33

The one where he Disnefies Customer Retention - Vance...

CX Passport ·

2025/03/18

What's on your mind? Let CX Passport know... 🎤🎞️“The one where he Disnefies Customer Retention” with Vance Morris in CX Passport Episode 208🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Vance Morris 1:34 The power of Disney’s systems in customer experience 4:43 How systems create freedom for employees 7:07 Applying big business lessons to small businesses 10:16 Disnefying the mundane to create great experiences 12:41 Turning a carpet cleaning business into a CX

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21:54

The one with behavior driven CX - Candy Kothmann Call...

CX Passport ·

2025/03/11

What's on your mind? Let CX Passport know... 🎤🎞️“The one with behavior driven CX” with Candy Kothmann Call Center Director at Texas Workforce Commission episode 207🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Candy Kothmann 2:09 Delivering CX in a government agency 3:50 Balancing efficiency and empathy in customer service 7:47 Turning fear and frustration into a positive experience 9:38 Handling crisis calls and law enforcement involvement 12:07 First Class Lounge:

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29:57

The one with profits through consistency - Tucker...

CX Passport ·

2025/03/04

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one with profits through consistency” with Tucker Wakabayashi in CX Passport Episode 206🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Tucker Wakabayashi 2:35 Growing up in a CX-focused household 5:17 Choosing customer experience as a career 8:06 Lessons from frontline and back-of-house customer experience 13:23 How customer retention drives business results 17:03 First Class Lounge:

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33:03

The one with the climate of CX - Jeff Louden Digital...

CX Passport ·

2025/02/25

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the climate of CX” with Jeff Louden Digital Product Manager at The Baldwin Group in CX Passport Episode 205🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Jeff Louden 1:43 From CX Open to Work to New Job Success story 2:30 What CX professionals should focus on in 2025 4:15 Gauging the climate of CX in your organization 7:50 Navigating the open-to-work journey in a shifting CX landscape 10:27 Overcoming the...

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34:12

The one with the psychology of loyalty - Vinay Parmar...

CX Passport ·

2025/02/18

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the psychology of loyalty” with Vinay Parmar Speaker & Consultant in CX Passport Episode 204🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Vinay Parmar 1:19 Why relationships matter more than products in CX 3:25 The three types of customers: One-night stand vs. lifelong loyalty 6:37 The role of trust in customer decision-making 8:18 The psychology behind customer experience 11:24 How emotions shape brand

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33:32

The one with CX the customer would pay for - Karyn...

CX Passport ·

2025/02/11

What's on your mind? Let CX Passport know... 🎤🎞️ “The one with CX the customer would pay for” Karyn Furstman Founder & CEO CustomersFurst in CX Passport Episode 203🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Karyn Furstman 1:31 Lean Processes and CX: Why it matters 3:40 Embedding CX into daily operations 5:25 Involving leadership in CX transformation 6:18 Where CX should live in an organization 7:51 Avoiding the "CX as a project" trap 11:13 How to succeed without

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32:00

The one with the posture of learning - Jeff Harrell E202

CX Passport ·

2025/02/04

What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one with the posture of learning” with Jeff Harrell in CX Passport Episode 202🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Jeff Harrell 2:44 Why customer experience matters to Jeff 5:24 Crafting relatable experiences with "Big Ass Runner" 9:18 Building a podcast community through connection 12:25 The power of feedback loops in content marketing 16:28 Applying podcast lessons to CX

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33:53

The one with the CX bridge - Sean Cherry Experience...

CX Passport ·

2025/01/28

What's on your mind? Let CX Passport know...🎤🎞️Create results and bring the worlds together in “The one with the CX bridge” with Sean Cherry Experience Insights at LinkedIn in CX Passport Episode 201🎧 What’s in the episode?...CHAPTERS0:00 Introduction to Sean Cherry and CX Expertise2:02 Leveraging Customer Feedback for Revenue Growth5:10 The Value of Actionable Customer Insights8:19 Tying Customer Metrics to Business Outcomes11:10 Building Relationships to Drive CX Success16:53 Bridging

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35:56

200!!! The one with the scene setting - Michelle...

CX Passport ·

2025/01/21

What's on your mind? Let CX Passport know...🎤🎞️Holy hades! We did it! CX Passport Episode 200! Thank you to the great listeners and viewers! Enjoy episode 200 “The one with the scene setting” Michelle Pascoe from down under in CX Passport Episode 200🎧 What’s in the episode?...CHAPTERS0:00 Introduction and Background1:38 The Importance of Hospitality 3:11 Challenges and Benefits of Hospitality6:10 Creating Intuitive Customer Experiences9:46 Multi-Generational Customer Engagement15:32 Expl...

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36:35

The one with the shepherds of CX - Rachel Sheriff...

CX Passport ·

2025/01/14

What's on your mind? Let CX Passport know...🎤🎞️Guidance. Influence. Results. “The one with the shepherds of CX” with Rachel Sheriff Chief Customer Officer for episode sponsor Recurly in CX Passport Episode 199🎧 What’s in the episode?...CHAPTERS0:00 Introduction to Rachel Sheriff 1:46 Rachel's role as Chief Customer Officer3:27 Rachel's journey from agency to customer success6:27 Aligning different teams to deliver customer value9:45 The unique challenges of subscription-based model...

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