CX Passport

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] 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 that inspired a book 2:46 Culture isn’t a poster — it’s action 3:38 Building a real culture with the “think tank” 5:54 Trust starts at interview, not orientation 8:38 Johnny the Bagger and culture ripple effects 12:54 Seeing the real frontline experience 14:05 The Hourglass approach 16:12 First Class Lounge 18:54 Culture turnaround — what it really takes 24:28 Why execution depends on culture Guest links: 📘 Book: ericdstone.com [https://www.ericdstone.com] 💼 LinkedIn: Eric Stone [https://www.linkedin.com/in/ericdstone/] 🎤 Speaking: clearpathventures.com [https://www.clearpathventures.com] If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport [https://youtube.com/@cxpassport] ✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup [https://cxpassport.kit.com/signup] ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com [https://www.cxpassportlive.com] I'm Rick Denton and I believe the best meals are served outside and require a passport.

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] 🎤🎞️“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 and CX comparisons 18:12 First Class Lounge: Athens, steak, and extra socks 21:56 Should every company chase the Amazon AI model? 25:15 AI gone wrong: Real risks beyond bad business 28:32 Where to connect with Fred If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport [http://youtube.com/@cxpassport] ✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup  [http://cxpassport.kit.com/signup] ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com [https://www.cxpassportlive.com] I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Fred LinkedIn: https://www.linkedin.com/in/fredstaceyaincx/ [https://www.linkedin.com/in/fredstaceyaincx/]

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] 🎤🎞️“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 growth engine for businesses rather than just a cost center. They explore how Kit, an email-first operating system, integrates CX into its product and service offerings to differentiate itself in the market. From the evolution of Kit Studios to the operational challenges of expanding physical locations, JP shares insights on managing complex experiences, leveraging AI for customer feedback, and the importance of aligning internal teams. The conversation also touches on JP's background in theater, ballet, and coaching, and how these diverse experiences contribute to her approach to delivering exceptional customer experience at Kit. Additionally, the episode offers a special deal for listeners: a 30-day free trial of Kit. CHAPTERS 00:00 CX as a Growth Engine 00:30 Introducing Jessica JP Posey and Kit Studios 03:01 The Origin of Kit Studios 04:50 The Role of Customer Experience in Business 08:44 Leveraging Customer Feedback 16:02 Global Perspectives in Customer Experience 17:41 Global Collaboration Challenges 18:06 Setting Clear Expectations 18:47 Travel and Dream Destinations 21:03 Favorite Foods and Childhood Memories 22:37 The Preki Experience and Leadership Lessons 25:34 Theater and Improv Influence 27:30 Consistency in Customer Experience 30:36 Future Plans for Kit 31:52 Conclusion and Special Offer If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport [http://youtube.com/@cxpassport] ✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup [http://cxpassport.kit.com/signup] ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com [https://www.cxpassportlive.com] I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: JP LinkedIn: https://www.linkedin.com/in/jessicaposey/ [https://www.linkedin.com/in/jessicaposey/] Special Kit offer (30 days free!) for CX Passport listeners: https://partners.kit.com/uvtoki [https://partners.kit.com/uvtoki] Subscribe to CX Passport newsletter: cxpassport.kit.com/signup  [http://cxpassport.kit.com/signup]

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] 🎤🎞️“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 business 17:50 First Class Lounge 20:29 Finding purpose in customer experience work 23:09 Helping employees actually live brand values 24:50 The origin of Donut Friday and lessons from donuts 27:52 Where to connect with Beth If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport [http://youtube.com/@cxpassport] ✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup  [http://cxpassport.kit.com/signup] ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com [https://www.cxpassportlive.com] I'm Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Beth LinkedIn: https://www.linkedin.com/in/bethkarawan/ [https://www.linkedin.com/in/bethkarawan/] It’s Donut Friday!: https://www.linkedin.com/newsletters/7222683112294522880/ [https://www.linkedin.com/newsletters/7222683112294522880/]

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] 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, hurricanes, and pivoting 9:37 Behind-the-scenes of the cancellation decision 13:25 Prioritizing attendees over the event itself 17:28 The emotional toll of calling off the event 20:07 A fast pivot to 30 virtual trainings 21:19 First Class Lounge with Amberly: Tahoe, Italy, and taco bars 24:48 Execution mode: From grief to action 28:42 Communicating with empathy and urgency 32:41 Customer reactions and unexpected gratitude 36:07 Where to connect with Amberly, Celia, and isolved If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport [http://youtube.com/@cxpassport] ✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup  [http://cxpassport.kit.com/signup] ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com [https://www.cxpassportlive.com] I'm Rick Denton and I believe the best meals are served outside and require a passport