All Episodes
CX Passport — 259 episodes
The One Where the Brain Doesn't Lie - Dr. Laura Beavin-Yates E259
The One With Fun As A CX Strategy - Claire Bristowe E258
The One Where Everyone Should Have A Podcast - Greg Wasserman E257
The One With the CFO Who Thinks Like a Customer - Mohamed Isa E256
The one with the war in Ukraine and CX - Anastasia Vladychynska - Greatest Hits E255
The One With CX Gold From Startup Hay – Lisa Guzman E254
The One With Leading Neurodivergence CX – Stine Marsal E253
The One With the American Medical Association CX – Gloria Gupta E252
The One With the Answers in the Field – April Sabral E251
The One With Designing The Ending - Joe Macleod E250
The One Where She Works Past the Metrics – Frances Chapireau E249
The One With B2B CX – Kári Thor Runarsson E248
The One With Simpler CX - Luis Carrillo E247
The One With the Slow CX – Sarah Kinard E246
2025 1st Class Lounge Holiday Special part 2 – E245
2025 1st Class Lounge Holiday Special part 1 – E244
The one with the DAF CX – Dr. Liz Okuma E243
The One With AI Product Design – Jon Deragon E242
The One With Where Charging More Grew The Business – Dom Hodgson E241
The one with the kids who never quit – Sara Abbott on CX Passport Live E240
The One With Science And Imagination Driving Transformation - Trina Di Giusto E239
The One With Pharma CX – Silvi Haldipur E238
The One With Behavior Driven CX - Candy Kothmann E237 Greatest Hits
The One With the Retention Revelation – Daniel Granja Baltazar E236
The One Where Construction Becomes CX – Alyssa Staats E235
The One With The Training Clothing - Jannecke Drangert-Hveding E234
The One With Brazilian CX Trust - Cami Ferreira E233
The One Where We Hitch Our Wagon – Helge Tennø E232
The One With the Brussels Sprout Resolve – Mike Kendall E231
The One With the Future of Customer Experience - Bill Staikos E230 Greatest Hits
The One With Theater, Hedge Funds, and Guest Journeys – Tori Signorelli E229
The One With CX the Customer Would Pay For - Karyn Furstman E228 Greatest Hits
The one with the 3 values - Michel Stevens E227
The One With the (CX) Pet Shop Boys - Scott Lee Holloway E226 Greatest Hits
The One With The Seat At The Table - Kate Guenther E225
The one with the CX maven - Sarah Hatter E224 Greatest Hits
The One With The Neuroscience of Trust - Tim McCleary E223
The One With CX in Ghana - Kojo Hayford E222 Greatest Hits
The One With The 9X ROI - Dave Seaton E221
The One With the AgileCX - Lauren Feehrer E220 Greatest Hits
The One With The Culture Shock Absorber - Eric Stone E219
The One With The AI Readiness Truth - Fred Stacey CEO Cloud Tech Gurus E218
The one with the new studio - Jessica “JP” Posey, Senior Director of CX for Kit E217
The one with mean girls - Beth Karawan CoFounder / EVP at Imprint CX E216
REPLAY The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187
What is Southwest Thinking?! - LinkedIn live replay with Sam Stern E214
The one with the hierarchy of opportunity - Ian Storm Dir Strategic Solutions at Aspect Software E213
The one with the resilience - Tabitha Dunn E212
The one where she’s a diplomat - Deanna Stearns E211
The one with XLAs - Doug Rabold E210
The one with WFM - Irina Mateeva E209
The one where he Disnefies Customer Retention - Vance Morris E208
The one with behavior driven CX - Candy Kothmann Call Center Director at Texas Workforce Commission E207
The one with profits through consistency - Tucker Wakabayashi E206
The one with the climate of CX - Jeff Louden Digital Product Manager E205
The one with the psychology of loyalty - Vinay Parmar E204
The one with CX the customer would pay for - Karyn Furstman E203
The one with the posture of learning - Jeff Harrell E202
The one with the CX bridge - Sean Cherry Experience Insights at LinkedIn E201
200!!! The one with the scene setting - Michelle Pascoe E200
The one with the shepherds of CX - Rachel Sheriff Chief Customer Officer at Recurly E199
The one with the biker CX - Rick Malsch E198
The One with the 2024 First Class Holiday Special part 2 - E197
The One with the 2024 First Class Holiday Special part 1 - E196
The one with the core principles - Neal Berg CX Strategist at Evolve Partners E195
The one with the storytelling - Andrew Carothers CX OpenToWork E194
The one with the Alaska employee experience - Jaylene Owen Dir HR & Payroll Hames Corporation E193
The one with the skydiving - Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” E192
The one with burrito employee experience - Lacey Davidson, HR Manager at JumBurrito E191
The one where offboarding matters - Gary Marra CX #OpenToWork E190
The one where we stop KPI hunting - Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189
The one with the Guatemalan CX - Enrique Saenz CEO & Founder of PercepcionesCX E188
The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187
The one where she knows what makes us tick - Tamar Cohen CEO/Founder at HaloEffect Management E186
The one with the CX nervous system - Jameson McFarland E185
The one with yellow iron CX - Lynn Daniel CEO The Daniel Group E184
The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183
The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182
The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181
The one with the total experience - Robby Cloninger VP Consulting, Digital Experience at FPT Software E180
The one with the catalyst (not crusader) - Megan Burns Founder Experience Enterprises E179
The one where he unifies CX - Adam Powers CX #OpenToWork E178
The one with the customized resiliency kit - Sangeetha Rai VP Customer Success Northwestern Mutual E177
The one with the epochal growth - Sarah Caminiti Head of US Customer Service at abcam E176
The one with the hidden customer revenue - Anita Toth | The Hidden Revenue Hunter E175
The one with the CX tasting menu - Courtney LeBlanc CX #OpenToWork E174
The one with the CX maven - Sarah Hatter CX Maven & Creator of ElevateCX E173
The one with the Severance TV lessons - Michael Mattson Chief Empathy Officer at Walk A Mile E172
The One Where Chatbots Aren't Enough - Lisa Eyer Head of Client Experience and Business Insights E171
The one where he just fixes it please - David Balko CX #OpenToWork E170
The one with real CX research - Nicole Kyle Managing Director CMP E169
The one with CX automation - Jasen Williams Global VP Corporate Marketing Verint E168
The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167
The one with the customer support great day - Jordan Hooker CX #OpenToWork E166
The one where org design gets in the way - Silvana Buljan Executive Director Bond EMEA E165
The one with the Disney Wisdom - Francesca Tempestini - Employee Experience Advocate E164
The one with Customer Trust - Ilenia Vidili Customer Centricity Advisor E163
The one with LEGO Serious Play - Sirte Pihlaja, CEO & LEGO Serious Play Facilitator E162
The one where she’s feral about support - Ashley Hayslett CX #OpenToWork E161
The one with the people heroes - Celia Fleischaker CMO at isolved E160
The one with mental health and CX - Stephanie Coradin CEO & Founder DEMBO Inc E159
The one with where she’s OG AI - Alyona Medelyan Co-Founder & CEO Thematic E158
The one with outcomes not experiences - Jermaine Edwards B2B Customer Growth Strategist E157
The one with the customer service Grandma Golden Rule - Emily Stubbs #OpenToWork E156
The one with the future of Customer Experience - Bill Staikos SVP at Medallia E155
The one with the eyes and ears of your brand - Milagros Gonzales, Ambassador Marketing Manager | Gorgias E154
The one with LinkedIn trust & confidence - Sam Stern LinkedIn Sr Mgr Customer Experience E153
The one where we amplify the CX job seeker - Adam Haesler #OpenToWork E152
The one with the CX Procenaissance - Rick Denton Host and Managing Principal at EX4CX E151
The one with the CX teenage years - Andrew Carothers Digital CX Leader Cisco Systems E150
The one with three customer loyalty tiers | Ali Cudby Co-Founder & CEO Alignmint Growth Strategies E149
The one with Content, Culture, and CX | Paul Banks Founder & Chief of Different Thinking at Javelin Content Management E148
The One with the 2023 First Class Holiday Special part 2 - Various CX Passport Guests E147
The One with the 2023 First Class Holiday Special part 1 - Various CX Passport Guests E146
The one with Spotify Customer Service - Rajiv Vellodi VP Global Customer Service Spotify E145
The one with the human experience - NYT Bestseller Joseph Michelli CEO The Michelli Experience E144
The one with the profitable rule breaker - Zoe Kahn Manager CX & Retention at Chomps E143
The one with the two hour design sprint - Teresa Cain Author Solving Problems in 2 Hours E142
The one with Sun Country Airlines customer service - Jeremy Hyde | Director Customer Support at Sun Country Airlines E141
The one with with global reach and local experience - Sarah Baker | Director, Global CX at KFC E140
The one with the CX marriage officiant - Nate Brown, Co-founder CX Accelerator E139
The one where he's curious...not judgmental - Tim Kyse, VP of Customer Experience at Openly E138
The one with the bot baggage - Rob Dwyer, Vice President Customer Engagement | Happitu E137
The one where they win best customer team | Jennifer Meunier Head of CX & Product @ G4 Educação E136
The one with the handwritten note - Rick Elmore, CEO Simply Noted - E135
The one where he goes beyond CX - Vimal Rai Managing Partner, Commercial Excellence Partners E134
The one with AI – Ben Wright, Co-founder Jiffy E133
The one where he elevates – Wes Dudley, VP Customer Experience at Broad River Retail E132
VACAY RERUN - The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Director, Global VOC & Omni | Foot Locker E131
VACAY RERUN - The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E130
The one with elephant level emotional intelligence – Sandra Thompson, Founder Ei Evolution E129
The one with the CX hot roll - Eli Weiss, Sr Dir Customer Experience | Jones Road Beauty E128
The one with the CX Feng Shui - Claire Boscq, BizShui Creator E127
The one with the real results - Neha Dutta VP Digital Client Success Lead at EXL E126
The one with marketing malpractice - Alan Hale President Consight Marketing Group E125
The one with that career coach - Kendall Berg, Founder of That Career Coach E124
The one with the Customer Profitability - Evan Klein, Founder & President Satrix Solutions E123
The one with the CX bartender - Tshili Khupe Head of LTVplus Strategic Partnerships E122
The one with the DNA Experience - Sherry Grissom & Melissa Spears of Illumina E121
The one with the customer mix tape - Amy Brown, CEO of Authenticx E120
The one with the call center’s call center - Gary Pudles, President & CEO AnswerNet E119
The one with Omotenashi - George Nagatsuka - Founder Discover Xciting Japan E118
The one with the relational collateral - Phil Davis - Pastor, Faith Community Church (Prague) E117
The one with 2 T-Rexes and 2 Pennies - Mercer Smith, VP CX Insights and Community at Partner Hero E116
The one with expanding representation & BPO partnerships - Megan Bassler VP Strategic Partnerships at OP360 E115
The one with the customer first downs - Jeff Krogman SVP MasterCard E114
The one with the Changi experience - Andrew Tan Director Airport Ops Consultancy Changi Airport Group E113
The one with the beverage customer experience - Gabriela Amaral, Global Cust Satisfaction Manager - AB InBev E112
The one with the CX orchestration - Mark Slatin CX Advisor at EmpoweredCX E111
The one with Foot Locker’s customer experience journey - Tyler Saxey Senior Dir, Global VOC & Omni at Foot Locker E110
The one with the Uber of BPOs - Claas van Delden, Chief Growth Officer for yoummday - E109
The one with the better Crypto Customer Experience - Clemens Behrend of Web3CX E108
The one with United Airlines Customer Experience - Bryan Stoller Global Head of Customer Care United Airlines E107
The one with the simplicity of CX - Evas Bazirakakye E106
The one with the convergence of clarity and surprise - Jared Fink of Siegel+Gale E105
The one with the patient choice awakening - Ben Seals CEO Thomas Eye Group S2E104
The one where chatGPT visits CX Passport - E103
The one with the housekeepers' customer insight - Mike Kuenne S2E102
The one with the swear jar for the word 'survey' - Tanya Fowler S2E101
The one with the Hilton light and warmth of hospitality - Mike Gathright SVP Customer Experience Hilton E100
The one with the True Tales of TWA Flight Attendants - Kathy Kompare & Stephanie Johnson E99
The one where Oman is the Switzerland of the Middle East - Codin Caragea E98
2022 First Class Holiday Special - Great Former CX Passport Guests E97
The one where remote work is NOT one size fits all - Anne Bibb E96
The one where they sell smiles - April Obersteller E95
The one with the war in Ukraine and customer experience - Anastasia Vladychynska E94
The one with Customer Experience and the hashtag - Jeremy Watkin E93
The one with the Voice of Service - Craig Stoss E92
The one with the Cameroon customer experience evolution - Georges Essama E91
The one where surfing proves Good CX is Good Business - Tony Sanchez E90
The one with a new CX Sheriff in town - Amanda Ono E89
The one where they're curious about CX - Karl Sharicz E88
The one with the BPO whisperer - Fred Shadding E87
The one where Fish And Chips Leads to Customer Success - Ryan Noakes E86
The one where he does B2B Customer Experience Better - Jim Tincher E85
The one with neurodiverse, patient and reimagined experiences - Shawn Nason E84
The one with amazing fan experience at world famous events - Matt Lynch E83
The one where he goes from insight to action - Ken Peterson E82
The one with the Co-creation for the Modern Union - Brian Elliott E81
The one where Red is the new green of KPIs - Cristina Popa E80
The one where they create a customer insights team from scratch - Jared Gebers & Audrey Anderson E79
The one with the burgers, the mojitos and the airline loyalty - Mark Ross-Smith E78
The one with the BPO Brand Love- Jose Herrera E77
The one with customer experience for turbulent times - Mary Drumond E76
The One With The Empathy And The Spreadsheet - Vaishali Dialani E75
The one with the Happiness of King’s Hawaiian - Troy Figgins E74
SUMMER VACAY RERUN - "The One With The Sunday Sickness Cure" E6
The one where memories matter - Gus Imhof E72
The one with the Chief People Officer and the King of CX - Esra Beyzadeoğlu & Buğra Asfuroğlu E71
PRIDE Rerun - The one with Return on EQUALITY - Todd Sears E13
The one with the kryptonite of Voice of the Customer - Lisa Nance E69
The one with the Dashers vs Defenders - Dennis Wakabayashi E68
The one with salty client honesty - Michael Hinshaw E67
Vacay RERUN - The one with all the gold dust - Gavin Scott E32
The one with the digital irrelevance antidote - Howard Tiersky E65
The One Where the Journey is the Truth - Jochem van der Veer E64
The one where she transforms lives…one customer at a time - Desirree Madison Biggs E63
The one with the 3 P’s of CX - Laise Porto E62
The one with CSX (Customer SERVICE Experience) - Alex Mead E61
The one with the in-flight entertainment - Corinne Streichert E60
"The one with the 1% Diamond Insight" - Gürol Kurt E59
“The one with the CX Goalkeeper” - Gregorio Uglioni E58
"The one with the Minister of Happiness” - Faran Niaz E57
“The one with #SheDrives, Chip Shortages and STUNNING Personalization” Hussein Dajani E56
RERUN "The one with the CX controversy" - Nic Zeisler E19
"The one where she designs experiences at Cirque du Soleil…and beyond!" - Carolene Méli E54
"The one with sake, churrascarias, CX controversies and 4 steps to CX glory" - Jimmy Hosang E53
“The one with Human to Human banking” - Aarthi Murali E52
"The one with the Dark Side of CX" - Mike Bartlett E51
"The one with the Customer Experience Field Manual” - Jeff Sheehan E50
"The one with a ‘More Than Perfect’ cruise experience” - Paul Rutter E49
"The one where Pest Control Saves Lives" Matt Beckwith E48
"The one where Design Thinking unlocks the creativity of your childhood" - Seda Alpkaya E47
"The one with igniting passion for Customer Experience in the Arab region" - Olga Budieri E46
"The one with the Holiday First Class Lounge Collection (Part 2)" - Various E45
"The one with the Holiday First Class Lounge Collection (Part 1)" - Various E44
"The one with First, Better or Different" - Mike Verret E43
“The one where CX is Yoga” - Jay Thattai E42
"The one with VOC...Voice of the Candidate" John Bradley E41
"The one where there is no one ideal customer" Elaine Lee E40
"The one where we Start Reverse" Andre Wiringa E39
"The one with the Mad Max world of travel today" Mindy Lentz E38
"The one with People Dependent Return on Investment" Cristina Herrera E37
"The one where we go (back!) to the movies! Yay!" Todd Weishaar E36
"The one where BPOs are true partners" John Billings E35
"The one with a seamless customer journey" Ido Bernstein-HaCohen E34
"The one with cool visual merchandising" Daniel Black E33
"The one with all the gold dust" Gavin Scott E32
"The one with Shep's new book 'I'll Be Back'" Shep Hyken E31
"The one with Damian’s great phrases" Damian Miller E30
"The one with a natural curiosity about the world" Tom DeWitt, Ph.D. E29
"The one with the cultural heartbeat" Clinton Cohen E28
"The one with the iconic American road trip" Alec Dalton E27
"The one where he creates global retail destinations" Cliff Crosbie E26
"The one where CX is cultivated" Katie Stabler E25
"The one with all the CX leadership skills" Jo Boswell E24
"The one with The Magic...Really!...The Orlando Magic!" - Katie Miller E23
"The one about matching hurry with hurry" - Stephen Grygar E22
"The one with unexpected experiences for people" - Brian Campbell & Mike Dzura E21
"The one with great Fan Experience" - Erin Swales E20
"The one with the CX controversy" - Nic Zeisler E19
"The one with the Singapore of Africa" - Jonathan Daniels E18
"The one with the CX evolution" - Lorena Kurtjian Hernandez E17
"The one with EQ" - Julie Cockerill E16
"The one with #NothingAboutUsWithoutUs" Kate Brouse E15
"The one with the Phoenix Sky Harbor Airport" - Misty Cisneros-Contreras E14
"The one with Return on EQUALITY" - Todd Sears E13
"The one where he would walk 500 miles (and did!)" - Will Bachman E12
"The one where CX is the meat of the Marketing sandwich" - Erik Lautier of Erik & Co E11
"The one with the 'experiencia de cliente'" - Sebastien Munar E10
"The one with the customer immersion" - Diane Magers E9
"The one with the fingerprints" - Bram De Vos E8
"The one with the milkshake for hire" - Dan Balcauski E7
"The one with the Sunday sickness cure" - Anne Witherspoon E6
"The one with the spiral dynamics" - Josh Ramsey E5
"The one with the candidate experience" - Nima "The Speaker" Khanghahi E4
"The one where retail isn't dead. Boring retail is dead" CX Passport Brooke Bayer E3
"The one with the great CX turnaround" - CX Passport Sharon Boyd E2
"The one with the ice cream" - Santhakumaran Atmalingam E1