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 empat...
Jul 01, 2025•34 min•Season 4Ep. 220
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...
Jun 24, 2025•28 min•Season 4Ep. 219
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 ...
May 27, 2025•30 min•Season 4Ep. 218
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...
May 20, 2025•34 min•Season 4Ep. 217
What's on your mind? Let CX Passport know... 🎤🎞️“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 busines...
May 13, 2025•29 min•Season 4Ep. 216
What's on your mind? Let CX Passport know... 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, h...
May 06, 2025•39 min•Season 4Ep. 215
What's on your mind? Let CX Passport know... 🎤🎞️“What is Southwest Thinking?!” REPLAY of earlier LinkedIn live with Sam Stern - CX Passport Episode 214🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Replay of LinkedIn Live with Sam Stern 1:25 Southwest changes course: Bags no longer fly free 3:37 Customer reactions: Loyalty, emotion, and betrayal 9:31 Lost loyalty and long-term CX consequences 13:45 Firing customers to attract premium flyers? 17:44 JC Penney déjà vu: Misunderstanding ...
Apr 29, 2025•35 min•Season 4Ep. 214
What's on your mind? Let CX Passport know... 🎤🎞️“The one with the hierarchy of opportunity” Ian Storm Dir Strategic Solutions at episode sponsor Aspect Software in episode 213🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Ian Storm 1:54 Where companies go wrong with AI and experience strategy 5:40 Snowball vs. avalanche: A better approach to onboarding 9:49 The role of psychology in customer and employee experience 12:45 Three key psychological needs that shape behavior 14:...
Apr 22, 2025•30 min•Season 4Ep. 213
What's on your mind? Let CX Passport know... 🎤🎞️“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: Famil...
Apr 15, 2025•27 min•Season 4Ep. 212
What's on your mind? Let CX Passport know... 🎤🎞️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, ...
Apr 08, 2025•25 min•Season 4Ep. 211
What's on your mind? Let CX Passport know... 🎤🎞️“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: Trav...
Apr 01, 2025•27 min•Season 4Ep. 210
What's on your mind? Let CX Passport know... 🎤🎞️“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 fav...
Mar 25, 2025•25 min•Season 4Ep. 209
What's on your mind? Let CX Passport know... 🎤🎞️“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 ...
Mar 18, 2025•36 min•Season 4Ep. 208
What's on your mind? Let CX Passport know... 🎤🎞️“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...
Mar 11, 2025•22 min•Season 4Ep. 207
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: D...
Mar 04, 2025•30 min•Season 4Ep. 206
What's on your mind? Let CX Passport know... 🎤🎞️“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 challen...
Feb 25, 2025•33 min•Season 4Ep. 205
What's on your mind? Let CX Passport know... 🎤🎞️“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 perc...
Feb 18, 2025•34 min•Season 4Ep. 204
What's on your mind? Let CX Passport know... 🎤🎞️ “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 C...
Feb 11, 2025•34 min•Season 4Ep. 203
What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one with the posture of learning” with Jeff Harrell in CX Passport Episode 202🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Jeff Harrell 2:44 Why customer experience matters to Jeff 5:24 Crafting relatable experiences with "Big Ass Runner" 9:18 Building a podcast community through connection 12:25 The power of feedback loops in content marketing 16:28 Applying podcast lessons to CX an...
Feb 04, 2025•32 min•Season 4Ep. 202
What's on your mind? Let CX Passport know... 🎤🎞️Create results and bring the worlds together in “The one with the CX bridge” with Sean Cherry Experience Insights at LinkedIn in CX Passport Episode 201🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Sean Cherry and CX Expertise 2:02 Leveraging Customer Feedback for Revenue Growth 5:10 The Value of Actionable Customer Insights 8:19 Tying Customer Metrics to Business Outcomes 11:10 Building Relationships to Drive CX Success 16:53 Bridgi...
Jan 28, 2025•34 min•Season 4Ep. 201
What's on your mind? Let CX Passport know... 🎤🎞️Holy hades! We did it! CX Passport Episode 200! Thank you to the great listeners and viewers! Enjoy episode 200 “The one with the scene setting” Michelle Pascoe from down under in CX Passport Episode 200🎧 What’s in the episode?... CHAPTERS 0:00 Introduction and Background 1:38 The Importance of Hospitality 3:11 Challenges and Benefits of Hospitality 6:10 Creating Intuitive Customer Experiences 9:46 Multi-Generational Customer Engagement 15:32 Ex...
Jan 21, 2025•36 min•Season 4Ep. 200
What's on your mind? Let CX Passport know... 🎤🎞️Guidance. Influence. Results. “The one with the shepherds of CX” with Rachel Sheriff Chief Customer Officer for episode sponsor Recurly in CX Passport Episode 199🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Rachel Sheriff 1:46 Rachel's role as Chief Customer Officer 3:27 Rachel's journey from agency to customer success 6:27 Aligning different teams to deliver customer value 9:45 The unique challenges of subscription-based models 12:...
Jan 14, 2025•37 min•Season 4Ep. 199
What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX OpenToWork seeker in “The one with the biker CX” with Rick Malsch in CX Passport Episode 198🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Rick Malsch, CX OpenToWork 2:14 Why Customer Experience Matters to Rick Malsch 4:33 Customer Engagement at Harley Davidson: Rentals and Training 8:55 CX Passport Live: Amplifying Event Experiences 10:06 Building Brand Loyalty Through Customer Engagement 14:12 Listening to Customers ...
Jan 07, 2025•34 min•Season 4Ep. 198
What's on your mind? Let CX Passport know... 🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 2”🎧 Episode 197 Thank you to all of the great guests of 2024 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 Rick Denton (host introduction) 1:18 Bill Staikos 7:19 Alyona Medelyan 11:44 Kojo Hayford 16:57 Lauren Feehrer 22:11 Adam Scott 28:...
Dec 31, 2024•33 min•Season 3Ep. 197
What's on your mind? Let CX Passport know... 🎤As we close 2024, CX Passport takes a break with the annual tradition of “The One with the 2024 First Class Holiday Special part 1”🎧 Episode 196 Thank you to all of the great guests of 2024 and to all of the amazing listeners. Thank you for joining the trip with me! Who’s on the Holiday Special part 1?... CHAPTERS 0:38 Ilenia Vidili - Italy 4:46 Sam Stern - USA 8:59 Sarah Hatter - USA 16:12 Enrique Saenz - Guatemala 21:39 Milagros Gonzales - Argent...
Dec 24, 2024•30 min•Season 3Ep. 196
What's on your mind? Let CX Passport know... 🎤🎞️CX evolves AND the core stays the same “The one with the core principles” with Neal Berg CX Strategist at Evolve Partners in CX Passport Episode 195🎧 What’s in the episode?... CHAPTERS 0:00 Introduction to Neal Berg and CX Expertise 2:02 Gaining Buy-In for CX in Large Organizations 5:00 Adapting CX for Global Brand Perceptions 8:06 Making Strategic Choices in CX by Region 10:34 Future-Proofing Business with Agility 13:49 Core Principles of CX in...
Dec 17, 2024•34 min•Season 3Ep. 195
What's on your mind? Let CX Passport know... 🎤🎞️This month’s CX #OpenToWork seeker in “The one with the storytelling” with Andrew Carothers in CX Passport Episode 194🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:58 Challenges and Solutions in CX 07:25 Building a Customer-Centric Experience 11:33 Impact of Customer Experience on Business Results 13:36 Extra Legroom Section: Fun and Personal Insights 17:17 What are companies getting wrong about CX 19:21 Improving CX Understanding and...
Dec 10, 2024•32 min•Season 3Ep. 194
What's on your mind? Let CX Passport know... 🎤🎞️Attendance policies that include bear interactions? “The one with the Alaska employee experience” with Jaylene Owen Director HR & Payroll at Hames Corporation in CX Passport Episode 193🎧 What’s in the episode?... CHAPTERS 0:00 Introducing Jaylene and Sitka 1:53 Jaylene's Background at Hames 3:59 Challenges of Small-Town Work 7:43 Jaylene's HR Journey to Sitka 12:55 Building Trust and Change 15:49 Transitioning to Digital Systems 21:55 Improv...
Dec 03, 2024•37 min•Season 3Ep. 193
What's on your mind? Let CX Passport know... 🎤🎞️What can a free fall teach us about business? “The one with the skydiving” with Dara Kiernan author of “Freefall: Leadership Lessons from the Skies” in CX Passport Episode 192🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:45 Dara's Perspective on Leadership and Customer Service 6:25 The Role of Personal Experiences in Leadership 11:42 Blending Heart and Business Results 16:19 The Influence of Skydiving on Leadership 21:56 Dara's Comedy...
Nov 26, 2024•38 min•Season 3Ep. 192
What's on your mind? Let CX Passport know... 🎤🎞️Get Hungry, Learn about great employee experience AND get a burrito shipped?!? in “The one with burrito employee experience” with Lacey Davidson, Human Resources Manager at JumBurrito in CX Passport Episode 191🎧 What’s in the episode?... CHAPTERS 0:00 - Introduction to JumBurrito and Lacey Davidson 1:36 - JumBurrito's History and Growth 7:12 - Lacey's Role and HR Challenges 12:27 - Employee Benefits and Retention Strategies 16:59 - 1st Class Lou...
Nov 19, 2024•33 min•Season 3Ep. 191
