You can't see the water you swim in. When you live inside something every day, whether it's a product, an industry, a process, or a company culture, you stop being able to see it the way an outsider does. Immersion is total. The water becomes invisible. Alyssa Nolte has spent her career in consumer psychology and buyer behavior research. In Episode 261 of CX Passport, The One With Curious to Committed, she makes a point that SHOULD be simple...but often isn't. "The only way for me to think...

In this week's CX Passport, "The One With Connective Core Communication", Melissa Bardsley talks about what actually holds a customer experience together. Spoiler: it's not the poster on the wall. Most companies have a version of the same mission statement. World class. Above and beyond. Customer first. Yaaaaaaaaaaaawwwwwwwwwwnnnnnn. AI slop before AI slop was (un)cool. The words sound right. They get printed on badges and painted on walls and dropped into all-hands decks. Then the customer...

In this week's CX Passport, The One Where the Brain Doesn't Lie, Dr. Laura Beavin-Yates draws a line. Real-time emotions are automatic. Unconscious. Happening in the brain whether you're aware of them or not. Feelings are something else entirely. They're what you consciously reflect on after the fact, filtered through whatever is happening in your life at that moment. "You can go ahead and do social media. ... We can create blogs. We can create what we call knowledge base articles ... but as...