This week, I talked to fellow podcaster and CX professional Rick Denton. He hosts the CX Passport podcast and believes that the best meals are served outside and require a passport, and I tend to agree with that! He’s also the managing principal at EX4CX, a business growth consultancy that wants to help CX professionals stop the “survey & score” mindset to start a “listen & act” one. Also agreed.
He’s also recently had a change of mindset around where CX is in the pecking order of business goals. He now sees it more as a specialized tool to accomplish a job, and that job has always been creating customer value and business growth. Agree strongly.
And that’s not to say CX is getting phased out – far from it. In fact, Rick sees countries around the world, particularly in the Middle East, embracing CX with a vengeance by piggybacking on the tried-and-true basics that are already working in the US and EU.
Enjoy the show, and get ready to expand your horizons a little bit beyond just CX.
About Rick Denton
Rick Denton believes the best meals are served outside and require a passport.
A sought after Customer Experience Advisor and keynote speaker, Rick enables companies to achieve Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach.
As a Managing Principal at EX4CX – Execution for Customer Experience, Rick helps clients unlock tangible business value from their Voice of the Customer Programs, create Customer Experience visions, culture and reality while driving revenue growth & operational improvement.
In his leadership roles prior to EX4CX such as with Bose, Capital One and several other industry champions, Rick created customer obsessed cultures, high performance execution systems, and clear outcome-oriented alignment. Rick delivered these results across multiple industries and company size profiles both domestically and internationally.
In addition to scouring the globe for the best customer experiences, Rick, his wife and two children, love to travel the globe simply to travel. You’ll as easily find them in Texas as you’ll find them in Thailand. (Ask him about the fantastic grilled squid on a stick!…Or the not so great fried tarantula!) When he’s not with the family or clients, you’ll likely find Rick hiking on a mountain somewhere in the southwestern USA desert.
Rick combines these loves by hosting the CX Passport podcast, a weekly talk with guests about customer experience and travel.
Connect with Rick Denton
Follow Rick Denton on LinkedIn
Visit Rick’s consultancy at www.ex4cx.com
For tips and workbooks on achieving total VoC, visit www.totalvoc.com
Listen to Rick on the CX Passport podcast – www.cxpassport.com
Connect with the Voices of CX
About Voices of CX Podcast
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.
📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).