Best Rick Denton Podcasts (2025)

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The One With AI Product Design – Jon Deragon E242 30:14

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3h ago30:14

30:14

What's on your mind? Let CX Passport know... Jon Deragon brings a global lens to AI product design as the Head of Design at FPT, the sponsor for today’s episode. Thank you FPT for collaborating with CX Passport. Jon guides a 140+ person design org building everything from mobile apps to automotive interfaces while navigating the rapid shift into AI…

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The One With Where Charging More Grew The Business – Dom Hodgson E241 21:54

8d ago21:54

21:54

What's on your mind? Let CX Passport know... Charging more… and growing because of it? Dom Hodgson shows exactly how that works. Recorded in person as a CX Passport Live episode at The Alliance Mastermind hosted by Vance Morris, Dom brings a fresh pet-industry lens to universal business truths. He gets practical… pricing, differentiation, customer …

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The one with the kids who never quit – Sara Abbott on CX Passport Live E240 28:29

10d ago28:29

28:29

What's on your mind? Let CX Passport know... What happens when you build a workplace so strong, your talent never quits? CX Passport Live sits down with Metropolis Resort GM Sara Abbott to unpack how a clear hiring philosophy and intentional talent development fuel consistent quality and operational success. Recorded live at The Alliance Mastermind…

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The One With Science And Imagination Driving Transformation - Trina Di Giusto E239 30:12

21d ago30:12

30:12

What's on your mind? Let CX Passport know... Curiosity from the lab. Creativity from marketing. Transformation across a global pharma giant. Trina Di Giusto brings a scientist’s discipline and a storyteller’s instinct to CX. She explains how decentralized teams can still create harmony, why AI is tempting but rarely the fix, and what it takes for c…

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The One With Pharma CX – Silvi Haldipur E238 32:06

25d ago32:06

32:06

What's on your mind? Let CX Passport know... Pharma and CX… not exactly two words you hear together often. But what happens when customer experience thinking meets healthcare? Silvi Haldipur has lived it. From personal experience to transforming patient, provider, and payer experiences at GSK and Merck, she’s proving that empathy and data can coexi…

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The One With Behavior Driven CX - Candy Kothmann E237 Greatest Hits 21:54

1M ago21:54

21:54

What's on your mind? Let CX Passport know... How do you deliver empathy at scale when the stakes are life-changing? In this *Greatest Hits* episode of CX Passport, recorded live in Austin as a CX Passport Live, Candy Kothmann shares what it means to lead a customer experience operation inside a government agency...the Texas Workforce Commission. Or…

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The One With the Retention Revelation – Daniel Granja Baltazar E236 31:23

1M ago31:23

31:23

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 N…

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The One Where Construction Becomes CX – Alyssa Staats E235 28:13

2M ago28:13

28:13

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…

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The One With The Training Clothing - Jannecke Drangert-Hveding E234 27:11

2M ago27:11

27:11

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 br…

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The One With Brazilian CX Trust - Cami Ferreira E233 30:59

2M ago30:59

30:59

By Rick Denton

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The One Where We Hitch Our Wagon – Helge Tennø E232 31:10

2M ago31:10

31:10

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 b…

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The One With the Brussels Sprout Resolve – Mike Kendall E231 31:02

3M ago31:02

31:02

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 for…

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The One With the Future of Customer Experience - Bill Staikos E230 Greatest Hits 36:17

3M ago36:17

36:17

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 wisd…

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The One With Theater, Hedge Funds, and Guest Journeys – Tori Signorelli E229 29:42

3M ago29:42

29:42

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 prac…

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The One With CX the Customer Would Pay For - Karyn Furstman E228 Greatest Hits 33:32

4M ago33:32

33:32

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 ho…

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The one with the 3 values - Michel Stevens E227 29:36

4M ago29:36

29:36

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 tea…

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The One With the (CX) Pet Shop Boys - Scott Lee Holloway E226 Greatest Hits 34:42

4M ago34:42

34:42

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 c…

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The One With The Seat At The Table - Kate Guenther E225 24:30

4M ago24:30

24:30

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…

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The one with the CX maven - Sarah Hatter E224 Greatest Hits 37:43

4M ago37:43

37:43

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 landsca…

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The One With The Neuroscience of Trust - Tim McCleary E223 35:29

5M ago35:29

35:29

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 o…

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The One With CX in Ghana - Kojo Hayford E222 Greatest Hits 33:38

5M ago33:38

33:38

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 Proc…

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The One With The 9X ROI - Dave Seaton E221 30:31

5M ago30:31

30:31

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 ta…

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The One With the AgileCX - Lauren Feehrer E220 Greatest Hits 33:44

5M ago33:44

33:44

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. F…

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The One With The Culture Shock Absorber - Eric Stone E219 27:36

6M ago27:36

27:36

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…

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The One With The AI Readiness Truth - Fred Stacey CEO Cloud Tech Gurus E218 29:51

7M ago29:51

29:51

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…

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The one with the new studio - Jessica “JP” Posey, Senior Director of CX for Kit E217 33:34

7M ago33:34

33:34

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 D…

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The one with mean girls - Beth Karawan CoFounder / EVP at Imprint CX E216 29:12

7M ago29:12

29:12

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…

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REPLAY The one with the rapid recovery - Celia Fleischaker, CMO & Amberly Dressler, VP Corporate Marketing isolved E187 38:50

7M ago38:50

38:50

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?... CHAPTER…

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Support Services for Caregivers 16:16

8M ago16:16

16:16

Welcome to the season finale of Caring for Your Aging Parents, where I explore the intricate dance between caregiving and self-care. Drawing from personal experiences, I discuss the vital importance of support systems for caregivers and how these networks can be our lifelines. Balancing caregiving, parenting, and personal pursuits isn't easy, but I…

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What is Southwest Thinking?! - LinkedIn live replay with Sam Stern E214 34:58

8M ago34:58

34:58

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 be…

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Financing Senior Care: Options You May Not Know About 26:58

8M ago26:58

26:58

Delve into the intricate world of senior care funding with me. I begin by unraveling the complexities of Medicare and Medicaid, helping you understand the crucial differences and the benefits of Medicare Advantage plans. Discover how Medicare specialists can provide tailored solutions at no cost, ensuring your loved ones receive the care they deser…

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The one with the hierarchy of opportunity - Ian Storm Dir Strategic Solutions at Aspect Software E213 29:34

8M ago29:34

29:34

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…

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Staying Ahead: Planning for Dementia Care for Your Aging Parents with Rick and Clancy Denton 36:05

8M ago36:05

36:05

Join me for a conversation with Rick and Clancy Denton about the emotional and challenging path of caregiving for aging parents with dementia. Their journey began in 2019 when Clancy first noticed subtle changes in Rick’s mother’s behavior. This marked the start of their deeply emotional caregiving experience, which was compounded by the onset of A…

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The one with the resilience - Tabitha Dunn E212 26:32

8M ago26:32

26:32

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 u…

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What is Senior Home Sharing? 12:47

8M ago12:47

12:47

I explore the enriching concept of senior home sharing, a housing arrangement where seniors open their homes to younger individuals. This innovative solution offers a range of benefits, including companionship, cost savings, and support with daily activities. Drawing inspiration from Chapter 5 of my book, we delve into platforms like Nesterly, Seni…

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The one where she’s a diplomat - Deanna Stearns E211 25:11

8M ago25:11

25:11

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…

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Anticipating and Preparing For Evolving Health Conditions 18:31

8M ago18:31

18:31

Let’s dive into the art of proactive caregiving, equipping families with the knowledge and tools needed to confidently support their aging loved ones. Drawing from my book, "Sensible Senior Solutions," I discuss the importance of recognizing early signs of aging and strategically planning for potential health challenges. We'll explore how to choose…

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The one with XLAs - Doug Rabold E210 27:25

8M ago27:25

27:25

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…

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Redefining Yourself After Retirement with Joe Cassiani 32:40

9M ago32:40

32:40

Join me for a thought-provoking conversation with Joe Casciani, a seasoned geropsychologist and founder of the Living to 100 Club. Together, we challenge the conventional views on aging and retirement, emphasizing that turning 50 or retiring doesn't mean slowing down. Instead, it's a time ripe with potential for reinvention and embracing new opport…

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The one with WFM - Irina Mateeva E209 25:20

9M ago25:20

25:20

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 W…

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The one where he Disnefies Customer Retention - Vance Morris E208 35:33

9M ago35:33

35:33

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 …

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The one with behavior driven CX - Candy Kothmann Call Center Director at Texas Workforce Commission E207 21:54

9M ago21:54

21:54

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 …

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The one with profits through consistency - Tucker Wakabayashi E206 29:57

9M ago29:57

29:57

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…

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The one with the climate of CX - Jeff Louden Digital Product Manager E205 33:03

10M ago33:03

33:03

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…