My pastor said something last week. "If you're staying in a phase of life, you're likely stuck in a phase of life." Infants become toddlers. Toddlers become teenagers. Empty nesters ... I'm one of those now. Every phase gives way to the next. That's how it works. CX Passport is coming to the end of a phase. In this week's CX Passport, The One With The Last One? E262, I sat down solo to talk about what comes next ... and what the last five years actually made possible. Because of you. It...

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...