Best Rick Denton Podcasts (2024)

1
The one with the catalyst (not crusader) - Megan Burns Founder Experience Enterprises E179 34:21

5h ago34:21

34:21

🎤🎞️How to ACTUALLY create impact “The one with the catalyst (not crusader)” with Megan Burns Founder Experience Enterprises in CX Passport Episode 179🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:26 Going from customer rhetoric to ACTION 6:42 Different generations approach to technology 9:27 Don’t prove the ROI of CX? 16:45 Experience le…

1
The one where he unifies CX - Adam Powers CX #OpenToWork E178 31:23

7d ago31:23

31:23

🎤🎞️This month’s CX #OpenToWork seeker in “The one where he unifies CX” with Adam Powers in CX Passport Episode 178🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:06 Unifying CX design across various aspects and industries 4:00 Improving customer experience through unification and collaboration 11:43 Customer Experience pushback and testing…

1
The one with the customized resiliency kit - Sangeetha Rai VP Customer Success Northwestern Mutual E177 38:08

14d ago38:08

38:08

🎤🎞️AI will require employee resilience “The one with the customized resiliency kit” with Sangeetha Rai Vice President Customer Success at Northwestern Mutual in CX Passport Episode 177🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:34 Employee resilience in face of AI-driven change 7:39 AI's role in customer service, balancing digital solu…

1
The one with the epochal growth - Sarah Caminiti Head of US Customer Service at abcam E176 36:54

22d ago36:54

36:54

🎤🎞️This episode gets DEEP and REAL in “The one with the epochal growth” with Sarah Caminiti Head of US Customer Service at abcam in CX Passport Episode 176🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:27 What is Epochal Growth? 3:11 The purpose of leadership in customer experience 5:48 How to create the RIGHT kind of CX team 11:00 Why is…

1
The one with the hidden customer revenue - Anita Toth | The Hidden Revenue Hunter E175 32:56

29d ago32:56

32:56

🎤🎞️We’re going on a treasure hunt “The one with the hidden customer revenue” with Anita Toth | The Hidden Revenue Hunter in CX Passport Episode 175 🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:49 - Anita's Origin Story in CX 4:21 - Addressing Cost-Cutting and Hidden Revenue 6:54 - Impact of Cost-Cutting on Customer Experience 8:35 - Tac…

1
The one with the CX tasting menu - Courtney LeBlanc CX #OpenToWork E174 31:21

1M ago31:21

31:21

🎤🎞️This month’s CX #OpenToWork seeker knows CX gets to influence all parts of the business in “The one with the CX tasting menu” with Courtney LeBlanc in CX Passport Episode 174🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:19 What draws you to Customer Experience? 7:30 Creating CX customers want 13:35 How does Customer Experience create …

1
The one with the CX maven - Sarah Hatter CX Maven & Creator of ElevateCX E173 37:43

1M ago37:43

37:43

🎤🎞️A high energy, high community, high wisdom episode “The one with the CX maven” with Sarah Hatter CX Maven & Creator of ElevateCX in CX Passport Episode 173🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:45 Sarah's CX origin story 6:46 Importance of Training in CX 9:14 Challenges in CX Industry 16:00 Community power improving Customer Ex…

1
The one with the Severance TV lessons - Michael Mattson Chief Empathy Officer at Walk A Mile E172 32:18

2M ago32:18

32:18

🎤🎞️Why live in two worlds? “The one with the Severance TV lessons” with Michael Mattson Chief Empathy Officer at Walk A Mile CX in CX Passport Episode 172🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:52 The personal and emotional of insurance 6:28 Emotional Intelligence 8:56 Personal Growth 13:17 Customer Culture in Operational Companies…

1
The One Where Chatbots Aren't Enough - Lisa Eyer Head of Client Experience and Business Insights E171 29:05

2M ago29:05

29:05

🎤🎞️Don’t rely on them alone “The One Where Chatbots Aren't Enough” with Lisa Eyer Head of Client Experience and Business Insights in CX Passport Episode 171🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:24 Individuals or Personas? 5:30 Using contact center as customer insights center 9:45 CHIEF and the impact on women’s careers 13:14 1st …

1
Step Ten: Being Open to Change with Dr. Steven Windisch 1:05:36

2M ago1:05:36

1:05:36

Send us a Text Message. This episode is step ten in the 10-Step Toolkit to Having Critical Conversations featuring Steven Windisch, the Director of the Crime and Security Data Analytics Lab in the Terrorism Research Center at the University of Arkansas. Dr. Windisch's research breaks away from approaches limited to specific phases of the extremist’…

1
The one where he just fixes it please - David Balko CX #OpenToWork E170 34:09

2M ago34:09

34:09

🎤🎞️The month’s CX #OpenToWork seeker in “The one where he just fixes it please” with David Balko in CX Passport Episode 170🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:20 Why Customer Experience? 4:00 You can only sell a bad product once 6:10 David’s past creating desired experiences for VW 10:00 Buying a car is like Wimbledon? 15:17 Wh…

1
Step Nine: Developing Empathy with Dr. Barret Michalec 1:12:33

2M ago1:12:33

1:12:33

Send us a Text Message. This episode is step nine in the 10-Step Toolkit to Having Critical Conversations featuring Barret Michalec, director of the Center for Advancing Interprofessional Practice, Education and Research (CAIPER), and an associate professor in the Edson College of Nursing and Health Innovation. Michalec’s research examines humility…

1
Step Eight: Releasing Defenses with Dr. Alison Wood Brooks 55:46

2M ago55:46

55:46

Send us a Text Message. This episode is step eight in the 10-Step Toolkit to Having Critical Conversations featuring Dr. Alison Wood Brooks, a Professor of Business Administration and Hellman Faculty Fellow at the Harvard Business School who was recently named a Best 40-Under-40 Business School Professor by Poets & Quants. Her book TALK: The Scienc…

1
The one with real CX research - Nicole Kyle Managing Director CMP E169 32:02

3M ago32:02

32:02

🎤🎞️Customers, Self Service, AI, oh my! “The one with real CX research” with Nicole Kyle Managing Director CMP in CX Passport Episode 169🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:48 Origins of Nicole’s curiosity 4:40 Why focus on customer experience research? 7:00 More human psychology in customer experience 8:45 Why don't customers u…

1
Step Seven: Encouraging Vulnerability with Dr. Mariel Buqué 1:08:52

3M ago1:08:52

1:08:52

Send us a Text Message. This episode is step seven in the 10-Step Toolkit to Having Critical Conversations featuring Dr. Mariel Buqué, an Afro-Latina psychologist and author of the best-selling book, Break the Cycle: A Guide to Healing Intergenerational Trauma. She earned her doctoral degree in psychology at Columbia University, where she trained a…

1
The one with CX automation - Jasen Williams Global VP Corporate Marketing Verint E168 32:35

3M ago32:35

32:35

🎤🎞️Get real results and separate hype from reality “The one with CX automation” with Jasen Williams Global VP Corporate Marketing for episode sponsor Verint in CX Passport Episode 168. What’s in the episode?... CHAPTERS 0:00 Introduction 2:26 Power of storytelling in business 6:13 AI allows cost cutting AND better customer experience 10:18 Balancin…

1
Step Six: Learning to Listen with Julian Treasure 1:00:49

3M ago1:00:49

1:00:49

Send us a Text Message. This episode is step six in the 10-Step Toolkit to Having Critical Conversations and features Julian Treasure, a top-rated international speaker and award-winning author on the power of sound and the skills of speaking and listening for both individuals and organizations. Julian’s five TED talks have been viewed more than 15…

1
The one with the (CX) Pet Shop Boys - Scott Lee Holloway, VOC Manager APS Bank (Malta) E167 34:42

3M ago34:42

34:42

🎤🎞️MALTA Y’all!!! “The one with the (CX) Pet Shop Boys” with Scott Lee Holloway, VOC Manager APS Bank (Malta) in CX Passport Episode 167 🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:29 Pet Shops and CX Origin Stories 4:40 Bad customer experience is expensive 7:45 Overcoming skepticism about customer experience 9:20 Firefighting vs proce…

1
Step Five: Mastering the Power of Inquiry with Dr. Natalie Nixon 53:55

3M ago53:55

53:55

Send us a Text Message. This episode is step five in the 10-Step Toolkit to Having Critical Conversations and features Dr. Natalie Nixon, a creativity strategist and keynote speaker. She is valued for her accessible expertise in creativity, the future of work, and innovation. Natalie has been named among the top women keynote speakers by Real Leade…

1
The one with the customer support great day - Jordan Hooker CX #OpenToWork E166 25:10

3M ago25:10

25:10

🎤🎞️The month’s CX #OpenToWork seeker in “The one with the customer support great day” with Jordan Hooker in CX Passport Episode 166🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:30 Why is customer experience important? What drew Jordan to CX? 7:00 How to create sustainably good experiences for customers 11:29 Contact center insight story …

1
Step Four: Creating Safety in Conflict with Dr. Peter T. Coleman 1:03:43

3M ago1:03:43

1:03:43

Send us a Text Message. This episode is step four in the 10-Step Toolkit to Having Critical Conversations and features Dr. Peter T Coleman, a professor of psychology and education at Columbia University and a renowned expert on constructive conflict resolution, intractable conflict, and sustaining peace. Dr. Coleman has authored or edited a dozen b…

1
The one where org design gets in the way - Silvana Buljan Executive Director Bond EMEA E165 34:07

4M ago34:07

34:07

🎤🎞️How can org design affect customer centricity? “The one where org design gets in the way” with Silvana Buljan Executive Director Bond EMEA in CX Passport Episode 165🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:27 Taking customer centricity from buzzword to action 7:01 Org design can impede customer centricity 11:25 Talent management …

1
Step Three: Cultivating Curiosity with Dr. Todd Kashdan 59:30

4M ago59:30

59:30

Send us a Text Message. This episode is step three in the 10-Step Toolkit to Having Critical Conversations and features Dr. Todd B. Kashdan, a Professor of Psychology at George Mason University, and a leading authority on well-being, curiosity, courage, and resilience. He has published over 200 scientific articles, his work has been cited over 35,0…

1
The one with the Disney Wisdom - Francesca Tempestini - Employee Experience Advocate E164 32:53

4M ago32:53

32:53

🎤🎞️Let the mouse guide us in “The one with the Disney Wisdom” with Francesca Tempestini - Employee Experience Advocate in CX Passport Episode 164🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:58 Becoming aware of the importance of customer experience 6:56 Developing a reflex for customer experience 10:17 Handling customer concerns at Disn…

1
Step Two: Recognizing Personal Biases with Dr. Mendoza-Denton 51:13

4M ago51:13

51:13

Send us a Text Message. This episode is step two in the 10-Step Toolkit to Having Critical Conversations and features Dr. Rodolfo Mendoza-Denton, a professor of psychology at the University of California, Berkeley, with expertise in stereotyping and prejudice from the perspective of both target and perceiver, intergroup relations, and how these pro…

1
The one with Customer Trust - Ilenia Vidili Customer Centricity Advisor E163 32:47

4M ago32:47

32:47

🎤🎞️Find customer centricity in “The one with Customer Trust” with Ilenia Vidili Customer Centricity Advisor in CX Passport Episode 163🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:52 Understanding Customer Centricity 6:49 The Business Value of Customer Centricity 10:42 Consistency and Commitment in Customer Centricity 13:31 Building Cust…

1
The one with LEGO Serious Play - Sirte Pihlaja, CEO & LEGO Serious Play Facilitator E162 34:17

4M ago34:17

34:17

🎤🎞️Recover your creativity! “The one with LEGO Serious Play” with Sirte Pihlaja, CEO and LEGO Serious Play Facilitator in CX Passport Episode 162🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:47 Journalism as a path to customer experience 5:48 The importance of creativity as adults 10:09 All about LEGO Serious Play 15:39 1st Class Lounge …

1
Step One: Becoming Self-Aware with Dr. Rick Hanson 59:03

4M ago59:03

59:03

Send us a Text Message. This episode is step one in the 10-Step Toolkit to Having Critical Conversations and features Dr. Rick Hanson, a psychologist, senior fellow at UC Berkeley's Greater Good Science Center, and New York Times bestselling author. His seven books have been published in 31 languages and include Making Great Relationships, Neurodha…

1
MWN Episode 133 - Nikolas Schreck on Charles Manson and the Tate-Labianca Murders 50 Years Later 1:58:42

4M ago1:58:42

1:58:42

To purchase garrison.: The Journal of History & Deep Politics, go to http://www.lulu.com/spotlight/MidnightWriterNews. If you’d like to support the efforts of the “Midnight Writer News Show” and garrison.: The Journal of History & Deep Politics, you can send donations via PayPal to MidnightWriterNews@gmail.com. Thank you to everyone who has support…

1
The one where she’s feral about support - Ashley Hayslett CX #OpenToWork E161 36:21

4M ago36:21

36:21

🎤🎞️Let’s help our next CX #OpenToWork seeker in “The one where she’s feral about support” with Ashley Hayslett in CX Passport Episode 161🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:48 Early Experience in Customer Support 4:14 The Joy of Helping People with Customer Support 7:41 Bridging Gap Between Customer and Business Decisions 13:39…

1
MWN Episode 089 - Legacy of Charles Manson with Nikolas Schreck 3:31:27

5M ago3:31:27

3:31:27

To purchase garrison.: The Journal of History & Deep Politics, go to http://www.lulu.com/spotlight/MidnightWriterNews. If you’d like to support the efforts of the “Midnight Writer News Show” and garrison.: The Journal of History & Deep Politics, you can send donations via PayPal to MidnightWriterNews@gmail.com. Thank you to everyone who has support…

1
The one with the people heroes - Celia Fleischaker CMO at isolved E160 31:59

5M ago31:59

31:59

🎤🎞️Up up and away! “The one with the people heroes” with Celia Fleischaker CMO at episode sponsor isolved in CX Passport Episode 160? What’s in the episode?... CHAPTERS 0:00 Introduction 3:05 Blending Marketing and Experience 6:28 Defining Employee Experience 8:49 Employee Experience and Tangible Business Value 13:50 Employee Expectations and Custo…

1
MWN Episode 026 - Charles Manson and the Myth of Helter Skelter 3:02:49

5M ago3:02:49

3:02:49

To purchase garrison.: The Journal of History & Deep Politics, go to http://www.lulu.com/spotlight/MidnightWriterNews. If you’d like to support the efforts of the “Midnight Writer News Show” and garrison.: The Journal of History & Deep Politics, you can send donations via PayPal to MidnightWriterNews@gmail.com. Thank you to everyone who has support…

1
The one with mental health and CX - Stephanie Coradin CEO & Founder DEMBO Inc E159 32:32

5M ago32:32

32:32

“The one with mental health and CX” with Stephanie Coradin CEO & Founder DEMBO Inc in CX Passport Episode 159🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:35 Linking Mental Health and Leadership 5:25 Mental Health and Customer Experience 9:43 Importance of Self Awareness 12:27 Hospitality and Customer Experience 13:53 Role of Listening a…

1
The one with where she’s OG AI - Alyona Medelyan Co-Founder & CEO Thematic E158 32:35

5M ago32:35

32:35

🎤🎞️“The one with where she’s OG AI” with Alyona Medelyan Co-Founder & CEO Thematic in CX Passport Episode 158🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:43 Alyona representing OG of AI 5:46 Advancements in AI and Language Models 8:16 Thematic origin story - Solving customer problems 10:26 Democratization of Insights 14:29 Understanding…

1
The one with outcomes not experiences - Jermaine Edwards B2B Customer Growth Strategist E157 32:58

5M ago32:58

32:58

🎤🎞️ “The one with outcomes not experiences” with Jermaine Edwards B2B Customer Growth Strategist in CX Passport Episode 157🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:18 CX skepticism in the Boardroom 7:35 Which customers should a company care about? 11:35 Creating Clarity in Customer Experience 12:44 Outcomes or experiences 16:18 1st …

1
The one with the customer service Grandma Golden Rule - Emily Stubbs #OpenToWork E156 29:25

6M ago29:25

29:25

🎤🎞️Let’s accelerate another #OpenToWork CX Job Seeker Emily Stubbs in “The one with the customer service Grandma Golden Rule” in CX Passport Episode 156🎧 CHAPTERS 0:00 Introduction 3:10 Why is CX important to Emily? 5:03 Balancing Efficiency and Building Connections 6:25 Creating Positive Experiences for Customers 8:32 Customer Experience Impact on…

1
The one with the future of Customer Experience - Bill Staikos SVP at Medallia E155 36:18

6M ago36:18

36:18

🎤🎞️“The one with the future of Customer Experience” with Bill Staikos SVP at Medallia in CX Passport Episode 155 What’s in the episode?... CHAPTERS 0:00 Introduction 6:00 The 4 Personas of a CX leader 8:30 Future Thinking in Customer Experience 11:00 The promise of Gen AI for customer experience 16:15 The evolution of CX as a discipline 19:12 Chang…

1
The one with the eyes and ears of your brand - Milagros Gonzales, Ambassador Marketing Manager | Gorgias E154 35:06

6M ago35:06

35:06

🎤🎞️Want REAL customer insight? “The one with the eyes and ears of your brand” Milagros Gonzales, Ambassador Marketing Manager | Gorgias in CX Passport Episode 154🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:52 Knowledge to Experience 4:51 Empathy in Customer Experience 7:18 The Undervalued Front Line 9:29 Moving from cost center to reve…

1
The one with LinkedIn trust & confidence - Sam Stern LinkedIn Sr Mgr Customer Experience E153 39:05

6M ago39:05

39:05

🎤🎞️Customer Experience at LinkedIn “The one with LinkedIn trust & confidence” with Sam Stern Senior Manager Customer Experience at LinkedIn in CX Passport Episode 153🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:04 Customer Experience at LinkedIn 9:11 Converting Insights into Action at LinkedIn 17:00 Creating a customer-centric culture 2…

1
The one where we amplify the CX job seeker - Adam Haesler #OpenToWork E152 31:15

7M ago31:15

31:15

🎤🎞️Once a month CX Passport stops down and amplifies a CX job seeker. Let’s help build a network for Adam Haesler and his #OpenToWork in “The one where we amplify the CX job seeker” in CX Passport Episode 152🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:17 Adam’s journey into customer experience 6:08 Focus on Outcomes over Outputs 8:04 U…

1
The one with the CX Procenaissance - Rick Denton Host and Managing Principal at EX4CX E151 22:14

7M ago22:14

22:14

🎤🎞️From CX Reckoning to the CX Procenaissance “The one with the CX Procenaissance” CX Passport tries a solo experience with the host in Episode 151🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:25 The year of CX Reckoning 8:07 Procenaissance - Fix Customer Experience in 2024 10:20 Origin story of Process & CX 15:40 $50 Million in increase…

1
The one with the CX teenage years - Andrew Carothers Digital CX Leader Cisco Systems E150 35:14

7M ago35:14

35:14

🎤🎞️The 150th episode! “The one with the CX teenage years” with Andrew Carothers CX Leader Cisco Systems in CX Passport Episode 150🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:02 What does successful digital CX look like? 5:16 The role of AI in customer experience? 13:05 The importance of process in customer experience 17:16 How global i…

1
The one with three customer loyalty tiers | Ali Cudby Co-Founder & CEO Alignmint Growth Strategies E149 36:38

7M ago36:38

36:38

🎤🎞️Get customers to climb the loyalty ladder “The one with three customer loyalty tiers” with Ali Cudby Co-Founder & CEO Alignmint Growth Strategies in CX Passport Episode 149🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:17 The Importance of Customer Loyalty 6:02 Loyalty evolution example from New York Times 9:50 Three Tiers of Customer …

1
The one with Content, Culture, and CX | Paul Banks Founder & Chief of Different Thinking at Javelin Content Management E148 40:58

8M ago40:58

40:58

🎤🎞️“The one with Content, Culture, and CX” with Paul Banks, Founder & Chief of Different Thinking at Javelin Content Management in the first CX Passport of the year! Episode 148🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:32 Helping businesses communicate and create emotional attachments 9:15 Content marketing influencing customer exper…

1
The One with the 2023 First Class Holiday Special part 2 - Various CX Passport Guests E147 27:31

8M ago27:31

27:31

🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 2”🎧 Episode 147 Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 2?... CHAPTERS 0:00 Intro 1:08 Phil Davis - Czec…

1
The One with the 2023 First Class Holiday Special part 1 - Various CX Passport Guests E146 29:08

8M ago29:08

29:08

🎤As we close 2023, CX Passport takes a break with the annual tradition of “The One with the 2023 First Class Holiday Special part 1”🎧 Episode 146 Thank you to all of the great guests of 2023 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?... CHAPTERS 0:00 Intro 1:37 Megan Bassler - U…

1
The one with Spotify Customer Service - Rajiv Vellodi VP Global Customer Service Spotify E145 38:05

8M ago38:05

38:05

🎤🎞️Customer Service for one of the world’s most visible brands “The one with Spotify Customer Service” with Rajiv Vellodi VP Global Customer Service Spotify in CX Passport Episode 145🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:29 What’s Rajiv’s top Spotify playlist? 3:10 Global Customer Support at Spotify 5:20 Blending GE, Hilton, Amaz…

1
The one with the human experience - NYT Bestseller Joseph Michelli CEO The Michelli Experience E144 32:09

8M ago32:09

32:09

🎤🎞️“The one with the human experience” with NYT Bestseller Joseph Michelli CEO The Michelli Experience in CX Passport Episode 144🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:09 Airbnb and Mercedes’ customer experience strategies 8:14 Balancing operational incentives with customer experience 11:38 Prioritizing human interaction in custom…

1
The one with the profitable rule breaker - Zoe Kahn Manager CX & Retention at Chomps E143 37:53

9M ago37:53

37:53

🎤🎞️Breaking rules…creating customer loyalty “The one with the profitable rule breaker” Zoe Kahn Manager of CX & Retention at Chomps in CX Passport Episode 143🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:40 CX & retention role at Chomps 7:10 Planet Fitness Front desk job influencing CX today 10:32 Breaking CX rules. Creating customer emp…

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