The Wrong Debate There’s a divide in most organizations. The people responsible for the numbers sit in one set of conversations. The people responsible for the customer sit in another. Both groups care about growth. Both groups want results. But they approach decisions from different starting points, and the gap becomes clear in how the business operates. In this week's CX Passport, The One With the CFO Who Thinks Like a Customer, Mohamed Isa brings a unique perspective to CX leaders... he’s...

They think they know what's needed In Episode 254 of CX Passport, Lisa Guzman talks about how startups often believe they already know what their customer experience operation needs. They usually don’t. Founders are brilliant at product. They’re bold with vision. They’re comfortable with risk. But when it comes to CX infrastructure, many of them assume the basics are already handled. An inbox becomes a ticketing system.Response volume becomes the performance metric.Support becomes something...

One in Four. And You’re Not Designing for Them. In this week's CX Passport, The one with leading neurodivergence CX, Stine Marsal talks about something most companies treat as compliance ... but should treat as strategy. "Turns out one in four has a hidden disability. One in four. 15 to 20 % neurodivergent." - Stine One in four. That’s not a niche segment. That’s not a CSR initiative. That’s not a footnote in your annual report. That’s scale. Stine discovered this while leading experience at...