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What's on your mind? Let CX Passport know... Five years. 262 episodes. Guests from over 50 countries. The last episode of CX Passport...Maybe? This is not a typical episode. There is no guest. There is no CX framework or customer journey deep dive. What there is ... is Rick Denton sitting down to tell you what comes next for CX Passport, and how much he appreciates the listeners and guests for making it all possible. What's happening with CX Passport? Three paths are on the table.  -A hiatus ... because sometimes even Ross and Rachel needed a break.  -A full shutdown ... because every season has an end.  -Or a sale ... to the right buyer who wants to carry this global conversation forward. Rick lays out all three, including a fourth wildcard he calls the Janice Clause. But before the announcement, there is genuine gratitude. For the guests from over 50 countries who took a chance on an unproven host with a microphone sitting on a stack of borrowed books. For the listeners tuning in from over 90 countries. For every conversation that never should have happened ... and did anyway. A special mention to Santhakumaran Atmalingam, the very first CX Passport guest, episode one, who took that chance before any of this existed. https://www.linkedin.com/in/santhakumaran/ And a credit long overdue ... the voice behind "This is your Captain speaking" belongs to Nicholas Zeisler. https://www.linkedin.com/in/zeislerconsulting/ This time around, Rick heads into the First Class Lounge himself ... and answers the questions he's been asking guests for five years. CX Passport may be at a crossroads. Rick is not. He's already over at The Loud Quiet, the podcast and community he co-hosts with his wife Clancy. If you've followed Rick here, that's where he's headed next. Come along. https://www.theloudquiet.com CHAPTERS 00:00 This is not just a thank you episode 02:15 How CX Passport started in 2021 05:30 First guest Santhakumaran Atmalingam and the origin of the show's name 08:45 What CX Passport became ... 50+ countries, 90+ listener nations 12:00 What CX Passport made possible 15:00 First Class Lounge ... Rick answers his own questions 19:30 The three paths for CX Passport 23:00 The Janice Clause 24:15 Where to find Rick next Santhakumaran Atmalingam, Episode 1 guest: https://www.linkedin.com/in/santhakumaran/ Nicholas Zeisler, Voice of "This is your Captain speaking": https://www.linkedin.com/in/zeislerconsulting/ The Loud Quiet: https://www.theloudquiet.com Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... Your buyer isn't thinking about you nearly as much as you think they are. Alyssa Nolte built her career on consumer psychology and buyer behavior research... eye tracking, presidential campaign advertising, the science of what moves people from curious to committed to coming back. She now runs Ology Collective, helping companies understand how their customers actually buy, not how they assume they buy. That gap between assumption and reality is bigger than most companies realize. Customers don't care about your departments, your KPIs, or your internal language. They experience your brand as one continuous thing. And every time the effort of working with you outweighs the value you deliver, the math quietly turns against you. What you'll learn in this episode: Why companies design experiences for themselves instead of their customers... and how to break that pattern The effort vs. value equation that quietly kills customer retention The line between motivating a buyer and manipulating one How LinkedIn authenticity can open real business relationships Why 80% capacity is a feature, not a bug CHAPTERS 00:00 Consumer psychology meets customer experience 02:35 The self-reinforcing echo chamber problem 05:13 Productivity culture as a barrier to customer empathy 08:00 The effort vs. value equation across the customer journey 10:14 The line between motivating and manipulating 12:50 Do customers share blame for bad experiences 14:45 First Class Lounge 19:54 The Notorious Plant Killer ... authenticity on LinkedIn 24:56 What 140+ podcast conversations taught Alyssa about buyers 27:01 Podcasting as an authentic brand connection tool Guest Resources Alyssa Nolte on LinkedIn: https://www.linkedin.com/in/alyssanolte/ The Growth Signal Podcast: https://rss.com/podcasts/thegrowthsignal/ Alyssa's Substack - Alyssa Likes To Talk: @alyssalikestotalk Alyssa's website: https://alyssanolte.com/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... What does your team actually mean when they say "world class"? Melissa Bardsley has spent her career across banking, manufacturing, and SaaS ... and she keeps arriving at the same answer. Communication isn't a soft skill. It's the infrastructure. What you'll learn in this episode: Why transactional and SaaS support require completely different hiring profilesHow one interview question about a chicken coop reveals more than a resume ever willWhy leaders avoid difficult conversations ... and what it costs when they doHow average handle time can turn your support team into clock watchersWhy a fresh set of eyes on a broken process is one of the most underrated leadership toolsCHAPTERS 00:00 Support across banking, manufacturing, and SaaS 02:01 Transactional vs. complex support environments 04:41 Hiring for curiosity and learning agility 07:42 Rebuilding confidence after hiring mistakes 09:02 Difficult conversations and why timeliness matters 10:40 Defining "world class" so your whole team means the same thing 12:59 Common language as the North Star for metrics and culture 15:18 First Class Lounge 19:32 Metrics as weapons vs. metrics as coaching tools 22:54 Starting with data when you walk into a broken situation 24:34 Low-hanging fruit and the power of a fresh set of eyes 25:47 Navigating sacred processes that need to change Melissa Bardsley on LinkedIn: https://www.linkedin.com/in/melissabardsleync/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... What your customers feel in the moment and what they tell you later are two different things. Dr. Laura Beavin-Yates has spent years measuring the gap ... and the science behind it will change how you think about experience design. What you'll learn in this episode: -Oxytocin isn't the love hormone - it's the meaning hormone, and it fires in negative experiences too. -Post-experience surveys don't measure the experience. They measure memory, filtered through whatever mood the customer is in three days later. -Brain synchronicity means a fully immersed contact center agent pulls the customer in with them. -Six moments of full oxytocin release per day predicts whether a person reports thriving - not just coping. -Biometric data can be anonymized and still tell you everything you need to know about what your customer actually felt. CHAPTERS 00:00 Oxytocin and what meaningful connection actually means 03:08 Negative experiences and how the brain stores them 06:17 Measuring oxytocin without a needle - 20 years of research 08:56 Why post-experience surveys miss the real story 13:32 Practical CX applications - resorts, stadiums, contact centers 16:24 Employee experience and brain synchronicity 18:08 First Class Lounge 23:27 Neuroscience, neuro marketing, and CX - the connective tissue 27:15 Privacy, anonymization, and the ethics of biometric data 31:09 The Six app and six moments for thriving 33:43 Where to find Laura and Immersion Guest Links LinkedIn: https://www.linkedin.com/in/laura-beavin-yates/ Immersion: https://www.getimmersion.com/ Related Episode The One With The Magic...Really!...The Orlando Magic! - Katie Miller E23: https://www.cxpassport.com/1736603/episodes/8911630 Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... What happens when a pensions company decides to fight regulatory complexity with game shows, cartoons, and podcasts? Claire Bristowe made it work ... and has 30,000 hours of employee participation, six gold awards, and a two-month waitlist for live call listening to show for it. What you'll learn in this episode: How regulation in financial services became a CX asset, not a barrierWhy fun was the only strategy that could reach the disengagedWhat 53 research sessions taught Claire before she launched anythingHow live call listening creates accountability that outlasts the sessionWhy one sentence in a letter was worth 1.3 FTECHAPTERS 00:00 Regulation as a CX asset in financial services 02:53 Bringing customers into legal document design 05:42 64 customers applied to review three documents 08:35 Why fun became the strategy ... and how it was chosen 11:55 Where Claire actually started: 53 research sessions 13:51 Live call listening: the highest-engaged initiative 16:00 First Class Lounge 19:08 Targeting the disengaged ... not just the willing 22:10 Balancing immediate reaction with long-term roadmap 23:21 The promoter team: 34 colleagues across the business 25:48 Accountability after the session ends 28:20 Small changes, real financial results 30:14 Connectivity as a CX team's hidden value Connect with Claire Bristowe on LinkedIn: https://www.linkedin.com/in/claire-bristowe-ccxp-102026135/ Listen: https://www.cxpassport.com  Watch: https://www.youtube.com/@cxpassport  Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... Greg Wasserman has spent his career in media and relationships ... not in CX. But listen to how he talks about community, humanization, and audience connection and you'll hear customer experience thinking at every turn. As head of relationships at RSS.com, Greg is helping podcasters grow and think strategically about their shows. The lessons reach well beyond podcasting. Audience vs. community: a community talks back and helps each other ... an audience just consumesSilos exist at every company size ... what changes is whether the mindset doesHumanizing software means giving customers access to real people, not just good UIGreg went from churn-and-burn sales to taping chocolate bars to his business card ... the relationship era of his careerA podcast is the greatest relationship engine available ... and downloads are not the pointCHAPTERS 00:00 Introduction 01:35 Every role has a customer ... even if the title doesn't say so 03:21 Silos, startups, and losing the customer in the noise 05:59 Audience vs. community ... what's the real difference 08:13 Building community at RSS.com and why humanization matters 12:47 Balancing raw customer input with product roadmap decisions 14:41 First Class Lounge 19:44 How Greg's sales approach broke and what replaced it 22:47 The chocolate bar strategy and customer lifetime value 23:55 Where software companies get experience right ... and where they miss 27:05 Everyone should have a podcast 30:19 Podcasting as a relationship engine, not a download game 31:38 Where to find Greg Greg Wasserman on LinkedIn: https://www.linkedin.com/in/gregwasserman/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... Mohamed Isa has been the CFO. He’s built businesses. He’s written 20 books. And yet his most powerful lesson is simple… stop chasing numbers and start understanding customers. In this episode of CX Passport, Mohamed breaks down what changes when finance leaders truly see customer experience from the inside… and why organizations lose revenue when they treat CX as someone else’s job. What you’ll learn in this episode: Why CFOs must think beyond numbers to drive real growthHow a single sentence sold more product… and changed internal strategyThe hidden cost of under-communicating with customersWhy bad service spreads faster than good serviceHow service culture determines whether CX succeeds or failsCHAPTERS 00:00 CFO perspective on customer experience 03:00 The “50 showers” lesson in customer language 05:00 Why organizations ignore obvious CX truths 06:30 Travel, expectations, and human experience 09:00 How CX drives revenue at a country level 11:00 The bad bank experience that became a book 15:30 First Class Lounge 19:00 The danger of under-communicating 23:00 Everest Base Camp and accountability in CX 26:30 Why service culture is everything 28:00 Bahrain’s CX leadership and government experience Guest Links LinkedIn: https://www.linkedin.com/in/mohdisa Book: https://www.goodreads.com/book/show/40660063-chai-karak Bahrain CX example: https://bahrain.bh/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... Why would customer experience matter during a war? This week’s CX Passport is a Greatest Hits episode from earlier in the show’s history. A scheduled guest from Israel needed to postpone recording due to the current conflict in the region. That moment prompted a return to this conversation with Ukrainian CX consultant Anastasia Vladychynska about what customer experience looks like during war. It’s a difficult topic... but an important one. In this episode, Anastasia shares how Ukrainian companies continued serving customers during the war and why the organizations that survived were the ones that had already built strong cultures and real relationships with employees, customers, and vendors.  Moments of extreme crisis reveal what companies truly believe about their people and their customers. Insights From This Episode • A crisis exposes a company’s true values • Strong employee relationships help companies survive • Vendor relationships can determine whether a business continues operating • Respect and culture create resilience in crisis • “Stop doing CX until you change your company” CHAPTERS 00:00 Why this Greatest Hits episode is being shared 01:42 Welcome to CX Passport 02:06 Introducing Anastasia Vladychynska 04:11 Does CX matter during war? 05:58 Culture as the foundation for resilience 09:22 How to “war-proof” your company 15:30 The resilience of Ukrainian businesses 18:31 The beauty and culture of Ukraine 22:08 First Class Lounge 25:18 “Stop doing CX until you change your company” Guest Links LinkedIn  https://www.linkedin.com/in/anastasia-vladychynska-622443a/ Facebook https://www.facebook.com/nastya.vladychynska YouTube https://www.youtube.com/channel/UCXXOYKyGpkngUYvn1hqyXKQ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... What does it really take to build customer experience when there is no real system, no polished playbook, and no office hallway to lean on? In this episode of CX Passport, Lisa Guzman shares what she has learned from building CX in remote startup environments, leading without micromanaging, and creating the kind of intentional culture that helps people grow. From understanding global customers to turning messy support operations into something scalable, Lisa offers a practical look at what strong CX leadership really requires. Remote leadership requires intentional connection because teams do not have the natural culture, casual conversations, or shared rhythms that happen in person.Great CX starts with understanding the customer, especially when serving people across countries, cultures, and expectations.Startup leaders often think they know what support needs until someone experienced shows them the gaps in tools, metrics, and workflow design.Managing remote teams well means setting clear expectations, avoiding micromanagement, and giving people room to take ownership.Mentorship builds stronger teams, creates cross-functional influence, and makes it possible for leaders to actually step away with confidence.CHAPTERS 00:23 Introduction to Lisa Guzman 01:23 Building CX in remote startup environments 05:07 Understanding global customers and cultural humility 10:34 Turning startup hay into CX gold 15:40 First Class Lounge 22:41 The real pros and cons of remote leadership 26:26 How leaders let go without losing control 30:47 Why mentorship matters in CX 34:00 Where to connect with Lisa 34:53 Closing Guest links Lisa Guzman on LinkedIn: https://www.linkedin.com/in/lisa-guzman-bb81b653/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... In this week’s CX Passport, The One With Leading Neurodivergence CX – Stine Marsal E253, Stine challenges how we think about customer experience results. From airport security to inclusive design, she makes the case that CX only works when it serves the business strategy… and when it reduces real barriers for real people. Stine Marsal, the first CX Passport guest from Denmark, shares how her work at Copenhagen Airport reshaped her thinking. Stop centering only the customer. Start centering the people delivering the experience. And always tie experience to measurable business outcomes. Here are five key insights from the episode: • CX delivers results when it removes employee barriers, not when it adds fluffy expectations • Designing for neurodivergence and hidden disabilities improves experience for everyone • One in four people may have a hidden disability… and that has real business impact • NPS without context can mislead strategy and frustrate customers • The comments matter more than the score… eliminate recurring pain points and results follow CHAPTERS 00:00 Welcoming the First Guest from Denmark 01:55 From Tivoli to Copenhagen Airport 03:24 Stop Centering Only the Customer 06:29 Why Stine Built a Practitioner Community 10:06 The CX Industry’s Results Problem 11:55 Mapping Disability Barriers in Airports 14:45 One in Four Have Hidden Disabilities 17:50 Designing for Cognitive Load 21:52 First Class Lounge 25:22 Rethinking NPS and Metrics 29:40 Why Comments Matter More Than Scores 31:10 The Customers Who Never Come Guest Links LinkedIn: https://www.linkedin.com/in/stinemarsal/ Website: https://www.stinemarsal.dk/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... Gloria Gupta leads CX transformation at the American Medical Association. Not a small lift. Not a short-term initiative. A 200-year-old institution. 450 million in revenue. Physicians as customers. Patients as the ultimate impact. In this episode, Gloria shares what it really takes to unify service, build enterprise CX, and make customer experience a measurable attribute of brand and culture. 5 Key Insights • The AMA’s primary customer is the physician … but the physician’s customer is the patient • CX transformation began by unifying service into one omnichannel team serving 98% of AMA service interactions • More than 900 improvements have been implemented across the enterprise, many of them significant • 400 employees are directly involved in CX … one in four across the organization • The shared mission: identify and remove customer friction CHAPTERS 00:00 Intro and Rick’s personal AMA connection 02:00 Who is the AMA customer? 04:00 Why CX matters at a 200-year-old institution 08:00 Healthcare evolution … EHRs, COVID, telehealth, and AI 13:30 Unifying service across the enterprise 17:00 Authentication friction and enterprise CX launch 20:00 Building trust through measurable wins 22:30 First Class Lounge 26:50 900 improvements and aftercare strategy 30:30 AI, policy, and the future of healthcare CX 33:00 Real data, real outcomes, real collaboration Connect with Gloria LinkedIn: https://www.linkedin.com/in/gloria-gupta-rdh-ms-fcxp-4760939/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... Technology is loud. Agentic AI. Automation. Platforms. Dashboards. Meanwhile, the person who greets the customer at the door still determines whether that experience succeeds. April Sabral spent more than 30 years leading over 350 physical retail stores. In this episode, she explains why the answers to better customer experience aren’t sitting in a conference room … they’re already in the field. And y'all will not want to miss the Starbucks name-on-the-cup story … including how it started in a Miami Beach store and solved a real operational problem overnight. What You’ll Learn Why frontline managers … not technology … determine store performance How the Starbucks “name on the cup” idea started as a simple operational fix The danger of promoting high performers without leadership training Why skill-building beats “just be friendly” every time The leadership test: If you left your job … would your team follow you? CHAPTERS 00:00 Introduction to April Sabral 02:00 Where the CX conversation misses reality 05:00 The Starbucks name-on-the-cup origin story 08:20 Why simple solutions outperform complex tech 10:40 Bridging the gap between field and head office 14:15 What actually makes in-store CX work 19:40 Process discipline vs. customer experience 23:40 Would your team follow you? 26:00 Why retail promotes too fast 29:00 The future of physical retail in an AI world 31:00 How to connect with April Guest Links Website: https://www.aprilsabral.com/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... CX to sin. Peak-end to forgiveness. Episode 250 won’t be what you’re used to. This milestone episode examines how experiences actually end, and why organizations avoid designing that moment. In a wide-ranging conversation with Joe Macleod, CX Passport connects customer experience to religion, environmental responsibility, shame, and the circular economy. The conversation challenges the idea that endings are merely operational details rather than emotional and moral ones. Joe also becomes the show’s first guest from Sweden, adding a perspective shaped by consensus, systems thinking, and responsibility. 5 Key Insights from the Episode Most organizations never ask “How does this end?” as an experience, only as an operational handoffThe customer journey builds empowerment and agency, then abandons customers at the moment of exitShame appears when responsibility for disposal, data, or materials is shifted entirely to the customerReligious and cultural frameworks offer richer language for endings than modern consumer systemsPoorly designed endings damage brand memory and trust long after the relationship is overChapters 00:00 Intro 02:00 Designing beginnings while ignoring endings 05:20 Shame vs guilt at the end of the customer journey 08:40 Dark patterns, abandonment, and off-boarding 11:30 Consumption and environmental responsibility 13:10 Sweden, the UK, and systems thinking 16:45 First Class Lounge 21:30 Religion, forgiveness, and consumer psychology 24:50 Buddhism, Shinto, and product endings 28:00 Brand damage caused by poor endings Guest Links Andend website  https://www.andend.co LinkedIn  https://www.linkedin.com/in/josephmacleod/ Ends (book, affiliate link): https://amzn.to/3M3zDKL Endineering (book, affiliate link): https://amzn.to/4atZWmy  Ends ebook — https://www.smashwords.com/books/view/744267 25% off discount code: NCKEV Endineering ebook — https://www.smashwords.com/books/view/1116883 25% off discount code: NCKEV Introduction to Endineering course — https://www.andend.co/introductionendineering-1 25% off discount code: 7D7AQF5 Continue the Journey Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... Metrics are useful. Until they become the destination instead of the signal. In this episode, Frances Chapireau joins CX Passport to talk about what happens after measurement. The conversation focuses on turning market research into insight and insight into decisions that actually influence the business. This is a practical discussion about dashboards, interpretation, and the discipline required to move beyond reporting. It is about understanding customers well enough to act, not just measure. Key Insights Metrics describe outcomes, not underlying needMarket research only matters if it informs decisionsDashboards can distance teams from customer realityInsight comes from synthesis, not volumeCX maturity shows up in how organizations act on what they learnCHAPTERS 00:00 Welcome and episode framing 02:34 Frances’ background and path into CX 06:12 Market research versus performance metrics 11:05 Where dashboards help and where they fall short 17:48 Turning data into usable insight 19:33 First Class Lounge 24:30 What organizations miss when they chase numbers 31:10 Making insight relevant to decision makers 38:22 Practical advice for CX teams trying to go deeper 43:55 Closing thoughts Guest Links Frances Chapireau on LinkedIn  https://www.linkedin.com/in/frances-chapireau-62644b38/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

What's on your mind? Let CX Passport know... B2B customer experience is often treated like B2C with bigger contracts and longer sales cycles. That shortcut causes real problems. In this episode, Rick talks with Kári Thor Runarsson about why B2B CX needs its own thinking, its own metrics, and far more attention to relationships that quietly drift long before renewal. Kári has spent his career in B2B, including startups and non-tech industries, questioning borrowed frameworks and shallow measurements. The result is a grounded conversation about silence, contracts, commoditization, and why experience is often the only real differentiator left. Key Takeaways B2B decisions involve multiple stakeholders with competing success metricsSilence is one of the strongest churn signals in B2B relationshipsNet Promoter Score breaks down quickly in complex B2B environmentsCustomer experience becomes decisive as industries commoditizeStartups often overestimate how well they understand customer dissatisfactionCHAPTERS 00:00 Introduction and first Iceland-based CX Passport guest  02:00 Marketing and CX are more fluid than organizations admit  04:50 What B2B leaders misunderstand about customer experience  07:45 Silence, contracts, and how churn really starts  10:40 Stakeholders, misaligned objectives, and missed signals  14:20 CX maturity across regions and markets  16:00 First Class Lounge  20:30 Why CX matters most outside of tech and SaaS  24:20 Where B2C thinking hurts B2B CX efforts  27:00 CX advice for B2B startups  28:50 Where to find Kári and closing thoughts Guest Links Kári Thor Runarsson on LinkedIn https://www.linkedin.com/in/karithor/ Cliezen: https://www.cliezen.com Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).