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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 stood out for its real-world perspective, practical advice, and Sarah’s clear voice for treating support teams like the heart of the business.

CHAPTERS  

00:00  Asking permission in support conversations  

02:30  Support as a CX foundation  

05:10  Why fast responses aren’t always better  

08:45  The “escalation mindset” trap  

12:20  Training great support teams  

15:40  Mental health in support roles  

18:05  What leaders miss about burnout  

20:15  Why support should be a strategic asset  

22:45  First Class Lounge  

26:20  How ElevateCX was born

Episode resources:  

Connect with Sarah Hatter on LinkedIn: https://www.linkedin.com/in/sarahhatter  

Learn more about ElevateCX: https://www.elevatecx.co

If you like CX Passport, I have 2 quick requests:

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

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 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 trust
• The global truth: people are people
• How to localize culture without diluting it
• Why great branding must match real experience
• The 3 S’s of memory-making: sight, sound, and scent

High-trust cultures perform better. Tim shows us how to build them... and how to prove it.

CHAPTERS
 0:00 Meet Tim McCleary
 1:32 Why communication is the throughline
 4:54 The origin of Involvement Culture
 8:57 Localizing global strategy
 12:05 Brand, culture, and customer experience
 16:21 When CX lost its way... and where it’s going
 19:34 The experience economy and emotional design
 22:58 First Class Lounge
 28:08 Neuroscience and the measurement of trust
 33:20 What to do with trust data
 34:58 Where to find Tim

Guest Links:
 🌐 The Involvement Practice: theinvolvementpractice.com
🧠 Be Human Project: theinvolvementpractice.com/be-human

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: cxpassport.kit.com/signup
✅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.

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 legacy

Episode resources: 
Connect with Kojo Hayford on LinkedIn: https://www.linkedin.com/in/kojo-hayford 
Learn more about eSAL: https://www.esal.llc

If 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 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

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 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 leadership won’t listen
  
  
  
• Dave’s practical take on metrics, personas, and strategy
  
  
  

CX 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 Dave

Guest Links:
 🌐 Website: seatoncx.com
📘 Free Pathfinder Session: seatoncx.com/pathfinder
🍗 Chicken Dinner Club: chickendinnerclub.com
💼 LinkedIn: Dave Seaton
🎧 Podcast feature on Your Customer Your Success:
 Analyze First, Map Later – Dave Seaton’s Approach to Effective Journey Mapping

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: cxpassport.kit.com/signup
✅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.

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 family

Episode resources: 
Connect with Lauren Feehrer on LinkedIn: https://www.linkedin.com/in/laurenfeehrer 
Learn more about LoyaltyCraft: https://www.loyaltycraft.com

If 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 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport.

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 culture

Guest links:
📘 Book: ericdstone.com
💼 LinkedIn: Eric Stone
🎤 Speaking: clearpathventures.com

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 cxpassport.kit.com/signup
✅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.

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 travel and CX comparisons

18:12 First Class Lounge: Athens, steak, and extra socks

21:56 Should every company chase the Amazon AI model?

25:15 AI gone wrong: Real risks beyond bad business

28:32 Where to connect with Fred

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 cxpassport.kit.com/signup 

✅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

Episode resources:

Fred LinkedIn: https://www.linkedin.com/in/fredstaceyaincx/

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🎤🎞️“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 growth engine for businesses rather than just a cost center. They explore how Kit, an email-first operating system, integrates CX into its product and service offerings to differentiate itself in the market. From the evolution of Kit Studios to the operational challenges of expanding physical locations, JP shares insights on managing complex experiences, leveraging AI for customer feedback, and the importance of aligning internal teams. The conversation also touches on JP's background in theater, ballet, and coaching, and how these diverse experiences contribute to her approach to delivering exceptional customer experience at Kit. Additionally, the episode offers a special deal for listeners: a 30-day free trial of Kit.

CHAPTERS

00:00 CX as a Growth Engine

00:30 Introducing Jessica JP Posey and Kit Studios

03:01 The Origin of Kit Studios

04:50 The Role of Customer Experience in Business

08:44 Leveraging Customer Feedback

16:02 Global Perspectives in Customer Experience

17:41 Global Collaboration Challenges

18:06 Setting Clear Expectations

18:47 Travel and Dream Destinations

21:03 Favorite Foods and Childhood Memories

22:37 The Preki Experience and Leadership Lessons

25:34 Theater and Improv Influence

27:30 Consistency in Customer Experience

30:36 Future Plans for Kit

31:52 Conclusion and Special Offer

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 cxpassport.kit.com/signup

✅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

Episode resources:

JP LinkedIn: https://www.linkedin.com/in/jessicaposey/

Special Kit offer (30 days free!) for CX Passport listeners: https://partners.kit.com/uvtoki

Subscribe to CX Passport newsletter: cxpassport.kit.com/signup 

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🎤🎞️“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 business

17:50 First Class Lounge

20:29 Finding purpose in customer experience work

23:09 Helping employees actually live brand values

24:50 The origin of Donut Friday and lessons from donuts

27:52 Where to connect with Beth

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 cxpassport.kit.com/signup 

✅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

Episode resources:

Beth LinkedIn: https://www.linkedin.com/in/bethkarawan/

It’s Donut Friday!: https://www.linkedin.com/newsletters/7222683112294522880/

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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: COVID, hurricanes, and pivoting

9:37 Behind-the-scenes of the cancellation decision

13:25 Prioritizing attendees over the event itself

17:28 The emotional toll of calling off the event

20:07 A fast pivot to 30 virtual trainings

21:19 First Class Lounge with Amberly: Tahoe, Italy, and taco bars

24:48 Execution mode: From grief to action

28:42 Communicating with empathy and urgency

32:41 Customer reactions and unexpected gratitude

36:07 Where to connect with Amberly, Celia, and isolved

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 cxpassport.kit.com/signup 

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I'm Rick Denton and I believe the best meals are served outside and require a passport