CX Passport

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).

2025 1st Class Lounge Holiday Special part 1 – E244

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] Welcome to part 1 of the annual CX Passport holiday tradition… the 1st Class Lounge Holiday Special. I take a little break during the holidays, and while I do, I love sharing some of the most fun First Class Lounge moments from earlier in the year. This episode brings back lively lounge moments from Michelle Pascoe, Sean Cherry, Rachel Sheriff, and Vinay Parmar. Travel dreams, favorite foods, quirky dislikes, and simple joys… it’s a festive, easy listen for your own downtime. Wishing you a wonderful holiday season and a fantastic New Year. Enjoy part 1… part 2 arrives next week. CHAPTERS 00:00 Welcome to the 2025 1st Class Lounge Holiday Special  00:47 Michelle Pascoe enters the First Class Lounge  04:46 Sean Cherry enters the First Class Lounge  09:20 Rachel Sheriff enters the First Class Lounge  14:32 Vinay Parmar 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).

The one with the DAF CX – Dr. Liz Okuma E243

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] When you think “endowment foundation,” customer experience probably isn’t the first thing that comes to mind. Yet Dr. Liz Okuma, Director of Client Experience at the American Endowment Foundation, is reshaping how donor advised funds deliver trust, responsiveness, and ease… even when nearly all interactions happen without ever seeing a client face to face. This conversation reveals how listening, collaboration, and design thinking translate into real business impact. 5 Insights From the Episode -DAFs are booming… and CX is becoming a differentiator -Two customer groups, one experience mission -Internal listening is gold -Journey mapping unlocked cross-functional momentum -Culture changes when employees own CX CHAPTERS 00:00 What is a donor advised fund… and why CX matters 02:50 Serving donors vs. serving financial advisors 05:30 Looking out the window… not the mirror 07:54 Listening to frontline teams 09:33 Making best in class tangible 11:05 Journey mapping and quick wins 13:24 Cutting a process from 3.5 months to six weeks 15:58 Measuring what matters 17:10 First Class Lounge 21:56 Getting non-client-facing teams invested in CX 24:29 The power of stories and internal visibility 26:53 Cross-functional influence in action 29:33 Where to find Liz Guest Links AEF Website: https://www.aef.org/ LinkedIn: https://www.linkedin.com/in/liz-okuma/ Mentioned in the Episode Bose QuietComfort Headphones https://amzn.to/44e3hCT Affiliate Link Your Next Steps 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).

The One With AI Product Design – Jon Deragon E242

What's on your mind? Let CX Passport know... [https://www.buzzsprout.com/twilio/text_messages/1736603/open_sms] 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 and multimodal experiences. This conversation gets into what modern design teams truly need to succeed and how respect transforms the design and development partnership. Here are five insights you’ll hear in this episode:  • How multimodal input changes the entire UX landscape  • Why design literacy helps… but “everyone is a designer” does not  • The real fix for design and development friction  • Why centralizing design creates more meaningful output  • How AI learning happens in layers and why that matters CHAPTERS 00:00 Welcome 00:16 Jon’s global path and design focus 01:52 Designing for AI 03:38 Multimodal input 05:17 Keeping pace with AI 11:12 Should everyone be a designer 14:44 First Class Lounge 21:01 Structuring a large design org 24:15 Making design and development collaboration healthy 28:03 Respect as a design principle 29:04 Where to learn more about Jon and FPT GUEST LINKS FPT: https://fpt.com/ [https://fpt.com/] Jon’s website: https://jonderagon.com/ [https://jonderagon.com/] THREE WAYS TO KEEP EXPLORING CX PASSPORT 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).