Why delivery isn't enough Customers are absolutely buying deliverables. Let’s not overcorrect that. They want the thing to work. They want it done. They want what was promised, delivered. While recording this week's episode, “The one with the slow CX”, Sarah Kinard helped me realize something important. Deliverables are no longer the only thing customers are buying. They’re also buying confidence. Not confidence in the abstract. Confidence that the deliverables will actually show up. On time....
8 days ago • 2 min read
Assumptions only take us so far. In this week's CX Passport, The one with the DAF CX, my conversation with Dr. Liz Okuma reminded me how common it is for companies to trust their internal view a little too much. Inside the organization, things can feel orderly. Processes make sense. Teams feel confident. It is easy to believe the customer experience looks the same way. But an internal sense of doing fine does not guarantee customers feel the same. We've been looking in the mirror and we've...
29 days ago • 1 min read
Confidence doesn’t have to In this week's episode, Jon Deragon, the Head of Design at FPT, the sponsor for today’s episode said something that clicked with me. (Thank you FPT for collaborating with CX Passport.) What caught my attention wasn’t a technical explanation or a prediction about where AI is going. It was something much more human. AI introduces a lot of uncertainty for people who are just trying to get something done. New input types. New behaviors. New responses. Most folks won’t...
about 1 month ago • 2 min read
Sometimes the biggest business wins come from the smallest... almost sneaky... shifts. This week’s CX Passport Live conversation with Dom Hodgson, reminded me how often we chase complicated strategies when a tiny move can create a huge ripple. Dom built his pet adventure business by choosing to see the world just a little differently. And honestly, that worldview is something every CX leader can steal. “I called it adventures instead of walks… I had elevated myself above the competition...
about 1 month ago • 2 min read
Lasagna or money? In this week's CX Passport, Sara Abbott, the GM of Metropolis Resort, shared a simple solution for recognition. Nothing dramatic… just a clear look at how teams actually experience gratitude. After a demanding spring break week, she offered her staff a dollar per hour bonus for every hour they worked. A reasonable gesture. Practical. But it didn’t land. No one reacted. It came and went. Then she approached the next busy stretch differently. “Next time... I made lasagna and I...
about 2 months ago • 1 min read
When good ideas create unexpected results Every once in a while a guest talks about transformation in a way that cuts through the usual noise. In this week's CX Passport, The One With Science And Imagination Driving Transformation, Trina Di Giusto shared a perspective on empowerment that made me rethink how often leaders oversimplify what teams need during change. She explained that in an earlier cycle, her team believed empowerment meant stepping back. Give experts room. Remove the friction....
about 2 months ago • 1 min read
When connection breaks, even the best intentions fall apart Healthcare should be the ultimate model for coordinated experience. Lives literally depend on it. Yet it’s often the industry most haunted by silos. The specialist doesn’t know what the primary doctor prescribed. The pharmacist sees only half the story. The patient, already anxious, becomes the project manager for their own care. That’s where this week’s guest, Silvi Haldipur, brings real perspective. Her view of healthcare isn’t...
2 months ago • 2 min read
Sometimes the smartest move isn’t to add... We all know the math. It costs less to keep a customer than to find a new one. Every CX leader can quote that line in their sleep. Yet time after time, companies spend their energy... and budgets... chasing new customers while ignoring the ones they already have. I saw this firsthand recently. A product I’ve used for years... one that’s been part of my weekly CX Passport workflow... decided to roll out a bunch of new "premium" features. I didn’t ask...
3 months ago • 2 min read
When I think “customer experience,” I don’t immediately picture steel-toed boots and scaffolding. Yet talking with Alyssa Staats reminded me that CX isn’t reserved for hospitality, retail, or tech. It’s just as relevant... maybe more so... in places where the work itself looks interchangeable. In the world of architecture, engineering, and construction, every project follows strict codes, specs, and materials. On paper, one firm’s output looks just like another’s. But Alyssa pointed out...
3 months ago • 2 min read