CX Passport

The One Where She Works Past the Metrics – Frances Chapireau E249

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] 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 need * Market research only matters if it informs decisions * Dashboards can distance teams from customer reality * Insight comes from synthesis, not volume * CX maturity shows up in how organizations act on what they learn CHAPTERS 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/ [https://www.linkedin.com/in/frances-chapireau-62644b38/] Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [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).

The One With B2B CX – Kári Thor Runarsson E248

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] 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 metrics * Silence is one of the strongest churn signals in B2B relationships * Net Promoter Score breaks down quickly in complex B2B environments * Customer experience becomes decisive as industries commoditize * Startups often overestimate how well they understand customer dissatisfaction CHAPTERS 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/ [https://www.linkedin.com/in/karithor/] Cliezen: https://www.cliezen.com [https://www.cliezen.com/] Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [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).

The One With Simpler CX - Luis Carrillo E247

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Customer experience doesn’t need to be complicated to work. In this CX Open To Work episode, Luis Carrillo shares why simpler CX creates immediate impact…for customers, teams, and the business. From removing friction to building trust, this conversation focuses on CX that actually works. 5 CX Insights from the Episode • Simpler CX delivers results customers, employees, and leaders can feel  • Listening to customers beats guessing every time  • Returns are a trust moment…not a policy problem  • Training and QA quietly power great experiences  • CX drives revenue when effort is reduced CHAPTERS 00:00 Welcome + CX Open To Work 01:32 Why simpler CX creates immediate impact 04:18 Reducing friction without punishing good customers 07:24 CX as a revenue engine 10:52 Recovery, trust, and loyalty 12:03 First Class Lounge 16:17 What companies still miss in CX 19:15 What’s next for Luis Guest Links LinkedIn: https://www.linkedin.com/in/luiscarrillo-21a70520/ [https://www.linkedin.com/in/luiscarrillo-21a70520/] Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [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).

The One With the Slow CX – Sarah Kinard E246

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] What if customer experience isn’t fast, frictionless, or flashy…but deliberate, long-term, and built over years? Sarah Kinard talks about why CX in architecture, engineering, and construction is inherently slow CX…and why that perspective may be exactly what other industries need. 5 Insights from the Episode * CX in AEC unfolds over years…not moments, journeys, or transactions. * Clients aren’t just buying outcomes anymore…they’re buying clarity, foresight, and shared accountability. * The post-2009 talent gap created a “missing middle,” weakening CX instincts across firms. * CX struggled to scale because it relied on heroic individuals instead of systems. * Primary research focused on intent, not opinion, leads to smarter growth decisions. CHAPTERS 00:00 Welcome to CX Passport 02:00 CX in AEC…from toilets to symphony halls 05:20 Risk, confidence, and defensible decisions 06:45 The generational talent gap and CX instincts 09:40 Why “soft skills” are essential business skills 10:55 The role of the SMPS Foundation 12:30 Growth, research, and the Flamingo Project 15:25 Intent vs opinion in customer research 17:20 First Class Lounge ✈️ 20:45 Peak-end rule in a 10-year experience 23:30 Why CX lagged…and why it’s catching up 28:15 AEC as the ultimate team sport Guest Links: SMPS Foundation - https://www.smps.org/ [https://www.smps.org/] The Flamingo Project - https://theflamingoproject.com/ [https://theflamingoproject.com/] LinkedIn -  https://www.linkedin.com/in/sarahkinard/ [https://www.linkedin.com/in/sarahkinard/] Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [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).

2025 1st Class Lounge Holiday Special part 2 – E245

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Welcome to part 2 of the annual CX Passport First Class Lounge Holiday Special. As the year wraps up and I look ahead with excitement to 2026, I’m sharing even more of my favorite First Class Lounge moments from earlier this year. This round features Doug Rabold, Irina Mateeva, Michel Stevens, and Tori Signorelli. Travel surprises, food loves, childhood “no thanks” dishes, and the must-have items they keep in their travel kits… it’s a fun way to ease out of the holidays and step into the new year. I hope you’ve had a wonderful holiday season… and I wish you a very happy New Year. Here’s to an amazing 2026 ahead. CHAPTERS 00:00 Welcome to the second week of the 1st Class Lounge Holiday Special  00:47 Doug Rabold enters the First Class Lounge  05:15 Irina Mateeva enters the First Class Lounge  09:06 Michel Stevens enters the First Class Lounge  13:55 Tori Signorelli enters the First Class Lounge Listen: https://www.cxpassport.com [https://www.cxpassport.com] Watch: https://www.youtube.com/@cxpassport [https://www.youtube.com/@cxpassport] Newsletter: https://cxpassport.kit.com/signup [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).