CX Passport

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🎤🎞️“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: Family trips, French food, and sweet potato rebellion

21:18 The future of CX and what leaders need to do now

24:19 What’s next for Tabitha in customer experience

25:12 Where to connect with Tabitha

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

Episode resources:

Tabitha LinkedIn: https://www.linkedin.com/in/tabithadunn/

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🎤🎞️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, chocolate, and coffee

17:25 The biggest mistake companies make in CX

19:57 Starting a CX program from scratch

22:40 What’s next for Deanna in CX

23:49 Where to connect with Deanna

If you like CX Passport, I have 3 quick requests:

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✅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

Episode resources:

Deanna LinkedIn: https://www.linkedin.com/in/deannastearns/

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🎤🎞️“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: Travel, food, and guilty pleasures

21:00 Doug’s path from sales to IT leadership

23:32 Why frontline agents must be more tech-savvy

26:08 Where to connect with Doug

If you like CX Passport, I have 3 quick requests:

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✅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:

Doug LinkedIn: https://www.linkedin.com/in/doug-rabold-itil-hdi/

XLA Institute: https://xla.institute/

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🎤🎞️“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 favorites

18:37 How Irina found her way into workforce management

21:05 The role of AI and automation in WFM

23:30 Where to connect with Irina

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:

Irina LinkedIn: https://www.linkedin.com/in/irina-mateeva-wfm-consultant/

RightWFM: https://rightwfm.com/

WFM Unfiltered Podcast available on all your fave pod apps

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🎤🎞️“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 powerhouse

13:39 Why Vance moved into coaching

14:43 The cost of new customers vs. retaining existing ones

17:25 College band life: Clamming to afford a hotel

18:37 Marketing lessons from the band experience

19:32 First Class Lounge

23:41 The return to simplicity: Vance’s flip phone

24:38 What price elasticity really means for CX

26:53 How small businesses can justify higher prices

29:19 Tactical steps to improve customer retention

32:36 The power of personality in customer retention

33:52 Where to connect with Vance

If you like CX Passport, I have 3 quick requests:

✅Join other “CX travelers” with the weekly CX Passport newsletter www.ex4cx.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

✅Leave a review on your favorite podcast app

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

Episode resources:

Web: deliverservicenow.com

52 Ways To Wow Your Customers Without Breaking The Bank: wow52ways.com 

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🎤🎞️“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: Travel, Tex-Mex, and ballroom dancing

16:32 How complaints drive process improvements

19:18 Improving claimant and agent experiences

21:12 Closing thoughts

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...

🎤🎞️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: Dream destinations and favorite foods

20:49 Creating dual experiences for different customers

23:26 What companies get wrong about customer experience

26:47 What’s next for Tucker in CX

28:36 Where to connect with Tucker

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:

Tucker LinkedIn: https://www.linkedin.com/in/tuckerwakabayashi/

Dennis Wakabayashi’s CX Passport episode 68: https://www.buzzsprout.com/1736603/episodes/10653821

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🎤🎞️“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 challenges of CX job titles and roles

13:07 The "doesn't suck" standard for customer experience

15:03 Understanding and adapting to organizational climates

18:55 First Class Lounge

23:25 Why bad experiences still happen in business

26:07 Collaborating to overcome customer experience challenges

29:02 Lessons for aspiring product managers

31:27 Where to connect with Jeff

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.ex4cx.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:

Jeff LinkedIn: https://www.linkedin.com/in/jeffrey-louden/

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🎤🎞️“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 perception and loyalty

12:37 Listening as the key to better business results

14:20 The flaws of traditional voice-of-customer programs

18:25 First Class Lounge

22:35 How companies can truly understand customer emotions

25:43 Turning insights into action inside a company

29:06 Creating sustainable CX strategies through consistency

32:06 Measuring what truly matters to your customers

33:31 Where to connect with Vinay

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.ex4cx.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:

Vinay LinkedIn: https://www.linkedin.com/in/vinayparmar/

Vinay website: https://vinayparmar.co.uk/

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🎤🎞️ “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 a CX seat at the table

14:20 Tying CX improvements to financial results

17:21 The CX leader as an orchestrator

19:52 First Class Lounge

24:09 Creating real results as a CX leader

27:16 Collaborating with the CFO on CX initiatives

29:58 Leaving corporate America for consulting

31:50 How to connect with Karyn

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.ex4cx.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:

Karyn LinkedIn: https://www.linkedin.com/in/karynfurstman/