InfoBedingungenDatenschutzKontakt
 
Wird aktualisiert
CX Passport

CX Passport

Rick Denton
Veröffentlicht: 2026-02-10
© 2026 EX4CX LLC
CX Passport - QR Code
GratisNeu
250 Folgen
Audio
Anhören auf Apple Podcasts
GratisNeu
250 Folgen
Audio
Anhören auf Apple Podcasts
Veröffentlicht: 2026-02-10
© 2026 EX4CX LLC
Aktuelle Folge
The One With Designing The Ending - Joe Macleod E250

The One With Designing The Ending - Joe Macleod E250

What's on your mind? Let CX Passport know... CX to sin. Peak-end to forgiveness. Episode 250 won’t be what you’re used to. This milestone episode examines how experiences actually end, and why organizations avoid designing that moment. In a wide-ran
Länge: 31:25
Abspielen
What's on your mind? Let CX Passport know...
CX to sin. Peak-end to forgiveness. Episode 250 won’t be what you’re used to.
This milestone episode examines how experiences actually end, and why organizations avoid designing that moment. In a wide-ranging conversation with Joe Macleod, CX Passport connects customer experience to religion, environmental responsibility, shame, and the circular economy. The conversation challenges the idea that endings are merely operational details rather than emotional and moral ones. Joe also becomes the show’s first guest from Sweden, adding a perspective shaped by consensus, systems thinking, and responsibility.
5 Key Insights from the Episode
Most organizations never ask “How does this end?” as an experience, only as an operational handoffThe customer journey builds empowerment and agency, then abandons customers at the moment of exitShame appears when responsibility for disposal, data, or materials is shifted entirely to the customerReligious and cultural frameworks offer richer language for endings than modern consumer systemsPoorly designed endings damage brand memory and trust long after the relationship is overChapters
00:00 Intro
02:00 Designing beginnings while ignoring endings
05:20 Shame vs guilt at the end of the customer journey
08:40 Dark patterns, abandonment, and off-boarding
11:30 Consumption and environmental responsibility
13:10 Sweden, the UK, and systems thinking
16:45 First Class Lounge
21:30 Religion, forgiveness, and consumer psychology
24:50 Buddhism, Shinto, and product endings
28:00 Brand damage caused by poor endings
Guest Links
Andend website  https://www.andend.co
LinkedIn  https://www.linkedin.com/in/josephmacleod/
Ends (book, affiliate link): https://amzn.to/3M3zDKL
Endineering (book, affiliate link): https://amzn.to/4atZWmy 
Ends ebook — https://www.smashwords.com/books/view/744267
25% off discount code: NCKEV
Endineering ebook — https://www.smashwords.com/books/view/1116883
25% off discount code: NCKEV
Introduction to Endineering course — https://www.andend.co/introductionendineering-1
25% off discount code: 7D7AQF5
Continue the Journey
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).
Folgen-ID: 1000749044085
GUID: Buzzsprout-18625784
Erscheinungs­datum: 10.2.2026, 09:00:00

Beschreibung

👉Love customer experience and love travel? You’ve found the right podcast, a show about creating great customer experience, with a dash of travel talk. 🎤Each episode, we’ll talk with our guests about customer experience, travel, and just like the best journeys, explore new directions we never anticipated. Listen here or watch on YouTube youtube.com/@cxpassport 🗺️CX Passport is a podcast that purposely seeks out global Customer Experience voices to hear what's working well in CX, what are their challenges and to hear their Customer Experience stories. In addition, there's always a dash (or more!) of travel talk in each episode.🧳Hosted by Rick Denton, CX Passport will bring Customer Experience and industry leaders to get their best customer experience insights, stories and hear their tales from the road...whether it’s the one less traveled or the one on everyone’s summer trip list.  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 www.ex4cx.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
Music: Funk In The Trunk by Shane IversCX Passport is a podcast for customer experience professionals that focuses on the stories, strategies, and solutions needed to create and deliver meaningful customer experiences. It features guests from the world of CX, including executives, consultants, and authors, who discuss their own experiences, tips, and insights. The podcast is designed to help CX professionals learn from each other, stay on top of the latest trends, and develop their own strategies for success.

Feed-URL

https://rss.buzzsprout.com/1736603.rss

Apple Podcasts: Kundenrezensionen

Kein Eintrag