Don't Waste The Map Hi Reader It’s easy to fall in love with the artifacts of customer experience. The journey maps. The personas. The beautiful decks. But if those don’t lead to action? They’re just decoration. “The worst thing anyone can do is show up out of nowhere and say, here's a journey map. What are we going to do about it?” In this episode of CX Passport, Dave Seaton reminds us that customer experience work isn’t about insights... it’s about outcomes. And for those outcomes to...

You’ll feel it when it’s missing Hi there, I drive a 2001 Silverado pickup. Yup...that's right. It's older than my kids and only 6 months younger than my marriage. 25 years and going strong! A few years ago, before I finally replaced the shocks, every bump in the road rattled my spine. Every pothole felt personal. That’s exactly how it feels working in a company without a strong culture. “Culture… is the shock absorber for really difficult times that push people through their limits” - Eric...

Coaching just got a whole lot more scalable Hi there, We all say coaching matters. But most contact centers only review 1–3% of calls. Not because they don’t want to do more—but because they can’t. Fred Stacey sees a way forward. And yes, it involves AI. “Typically, you're at a one to 15 ratio, where one supervisor to 15 [agents]… The first thing that [AI] does is it scales it to 100%.” On CX Passport, Fred talks about AI not as a buzzword—but as a tool that can finally help CX leaders do the...