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CX Passport

Rick Denton

236 episodes

6 days ago

What's on your mind? Let CX Passport know... Why do so many companies chase new customers when the math clearly proves that retention wins every time? Daniel Granja Baltazar joins from Rotterdam to unpack the “retention revelation”... how conversion rate optimization (CRO) is really about experience, not just clicks. Daniel’s global lens from the Netherlands to Brazil gives a fresh take on blending sales, marketing, and CX into one connected journey. ✈️ 5 First-Class Insights Conversion is th...

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What's on your mind? Let CX Passport know... Why do so many companies chase new customers when the math clearly proves that retention wins every time? Daniel Granja Baltazar joins from Rotterdam to unpack the “retention revelation”... how conversion rate optimization (CRO) is really about experience, not just clicks. Daniel’s global lens from the Netherlands to Brazil gives a fresh take on blending sales, marketing, and CX into one connected journey. ✈️ 5 First-Class Insights Conversion is th...

Show more...

Places & Travel,

Society & Culture,

Episodes (20/236)

CX Passport

The One With the Retention Revelation – Daniel Granja Baltazar E236

What's on your mind? Let CX Passport know... Why do so many companies chase new customers when the math clearly proves that retention wins every time? Daniel Granja Baltazar joins from Rotterdam to unpack the “retention revelation”... how conversion rate optimization (CRO) is really about experience, not just clicks. Daniel’s global lens from the Netherlands to Brazil gives a fresh take on blending sales, marketing, and CX into one connected journey. ✈️ 5 First-Class Insights Conversion is th...

6 days ago

31 minutes

CX Passport

The One Where Construction Becomes CX – Alyssa Staats E235

What's on your mind? Let CX Passport know... How can construction and customer experience possibly connect? Alyssa Staats shows us exactly how. From hard hats to HVAC, Alyssa reveals how CX shows up in the most unexpected corners of the AEC world (architecture, engineering, and construction). It’s not just about blueprints and budgets... it’s about people, relationships, and trust. 5 Insights from Alyssa Staats • CX isn’t just external... winning the internal customer first builds trust that ...

1 week ago

28 minutes

CX Passport

The One With The Training Clothing - Jannecke Drangert-Hveding E234

What's on your mind? Let CX Passport know... Customer experience isn’t about buzzwords or awards...it’s about creating real value. In this episode, Jannecke Drangert-Hveding joins from Norway to challenge the CX world on what truly matters. From digital transformation to Nordic trust, from humble leadership to the balance of human and tech...she brings the hard questions and the honest answers. What you’ll hear in this episode: Why CX isn’t an “industry” but a way to solve real customer pro...

2 weeks ago

27 minutes

CX Passport

The One With Brazilian CX Trust - Cami Ferreira E233

What's on your mind? Let CX Passport know... Trust may be Brazil’s CX superpower... but that’s just the start. Cami Ferreira brings more than culture insights. She brings a finance-first perspective that helps CX leaders finally speak the language of the boardroom. She shares how failures are fuel for better CX, why Brazil’s “Complain Here” platform changes accountability, and what it takes to transform a contact center into a profit center. Oh, and we still find time to talk coxinha, brigad...

3 weeks ago

30 minutes

CX Passport

The One Where We Hitch Our Wagon – Helge Tennø E232

What's on your mind? Let CX Passport know... How can a small CX team make a big impact inside a giant organization? CX Passport guest Helge Tennø says the answer is simple... hitch your wagon to something bigger. In this episode, Helge challenges CX from every angle. He questions whether “customer” is even the right word, brings anthropology into business, and shows how CX gains influence when human needs and business needs overlap. You’ll also hear about his love for ultra running, his drea...

1 month ago

31 minutes

CX Passport

The One With the Brussels Sprout Resolve – Mike Kendall E231

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...

1 month ago

31 minutes

CX Passport

The One With the Future of Customer Experience - Bill Staikos E230 Greatest Hits

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...

1 month ago

36 minutes

CX Passport

The One With Theater, Hedge Funds, and Guest Journeys – Tori Signorelli E229

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...

2 months ago

29 minutes

CX Passport

The One With CX the Customer Would Pay For - Karyn Furstman E228 Greatest Hits

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...

2 months ago

33 minutes

CX Passport

The one with the 3 values - Michel Stevens E227

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 that...

2 months ago

29 minutes

CX Passport

The One With the (CX) Pet Shop Boys - Scott Lee Holloway E226 Greatest Hits

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...

2 months ago

34 minutes

CX Passport

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

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...

3 months ago

24 minutes

CX Passport

The one with the CX maven - Sarah Hatter E224 Greatest Hits

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...

3 months ago

37 minutes

CX Passport

The One With The Neuroscience of Trust - Tim McCleary E223

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 ...

3 months ago

35 minutes

CX Passport

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

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...

3 months ago

33 minutes

CX Passport

The One With The 9X ROI - Dave Seaton E221

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...

3 months ago

30 minutes

CX Passport

The One With the AgileCX - Lauren Feehrer E220 Greatest Hits

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...

4 months ago

33 minutes

CX Passport

The One With The Culture Shock Absorber - Eric Stone E219

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...

4 months ago

27 minutes

CX Passport

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

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 trave...

5 months ago

29 minutes

CX Passport

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

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 grow...

5 months ago

33 minutes