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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
💼 LinkedIn: Eric Stone
🎤 Speaking: clearpathventures.com

If you like CX Passport, I have 3 quick requests:

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I'm Rick Denton and I believe the best meals are served outside and require a passport.

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🎤🎞️“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

✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event 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/

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🎤🎞️“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

✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event 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/

Special Kit offer (30 days free!) for CX Passport listeners: https://partners.kit.com/uvtoki

Subscribe to CX Passport newsletter: cxpassport.kit.com/signup

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🎤🎞️“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

✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event 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/

It’s Donut Friday!: https://www.linkedin.com/newsletters/7222683112294522880/

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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

✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event 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...

🎤🎞️“What is Southwest Thinking?!” REPLAY of earlier LinkedIn live with Sam Stern - CX Passport Episode 214🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Replay of LinkedIn Live with Sam Stern

1:25 Southwest changes course: Bags no longer fly free

3:37 Customer reactions: Loyalty, emotion, and betrayal

9:31 Lost loyalty and long-term CX consequences

13:45 Firing customers to attract premium flyers?

17:44 JC Penney déjà vu: Misunderstanding your base

22:24 The goodwill tradeoff and operational ripple effects

24:08 What was Southwest really thinking?

32:21 Could Southwest lose its identity—or disappear?

33:14 Final thoughts: The employee impact

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event 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...

🎤🎞️“The one with the hierarchy of opportunity” Ian Storm Dir Strategic Solutions at episode sponsor Aspect Software in episode 213🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Ian Storm

1:54 Where companies go wrong with AI and experience strategy

5:40 Snowball vs. avalanche: A better approach to onboarding

9:49 The role of psychology in customer and employee experience

12:45 Three key psychological needs that shape behavior

14:37 How to create real psychological safety at work

17:18 First Class Lounge: Travel, Broadway, and ice cream

21:40 Coaching as a tool for growth, not just correction

25:48 How one company used the right metrics to drive real impact

28:09 Where to connect with Ian

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Thank you to Aspect for your sponsorship of this episode.

Episode resources:

Ian LinkedIn: https://www.linkedin.com/in/ian-storm/

Aspect Software Website: https://www.aspect.com/

CX Passport Episode 1: https://www.cxpassport.com/1736603/episodes/8168226-the-one-with-the-ice-cream-santhakumaran-atmalingam-e1

What's on your mind? Let CX Passport know...

🎤🎞️“The one with the resilience” with Tabitha Dunn in CX Passport Episode 212🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction: Welcoming Tabitha Dunn

2:12 CX around the world: Cultural nuance and customer individuality

4:51 Reducing call volume the right way

8:48 Building CX teams from the ground up

11:08 Why frequency isn’t the best way to prioritize CX fixes

12:52 How resilience powers effective CX leadership

16:00 First Class Lounge: Family trips, French food, and sweet potato rebellion

21:18 The future of CX and what leaders need to do now

24:19 What’s next for Tabitha in customer experience

25:12 Where to connect with Tabitha

If you like CX Passport, I have 3 quick requests:

✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport

✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup

✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com

I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Tabitha LinkedIn: https://www.linkedin.com/in/tabithadunn/