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🎤🎞️“The one with the new studio” with Jessica “JP” Posey, Senior Director of CX for Kit in CX Passport Episode 217🎧 What’s in the episode?...

(Special Kit offer JUST for CX Passport listeners is in the episode)

In this episode of CX Passport, host Rick Denton is joined by Jessica “JP” Posey, the Senior Director of Customer Experience at Kit. Filmed at the Kit Studios in Chicago, JP and Rick discuss how customer experience (CX) is a significant growth engine for businesses rather than just a cost center. They explore how Kit, an email-first operating system, integrates CX into its product and service offerings to differentiate itself in the market. From the evolution of Kit Studios to the operational challenges of expanding physical locations, JP shares insights on managing complex experiences, leveraging AI for customer feedback, and the importance of aligning internal teams. The conversation also touches on JP's background in theater, ballet, and coaching, and how these diverse experiences contribute to her approach to delivering exceptional customer experience at Kit. Additionally, the episode offers a special deal for listeners: a 30-day free trial of Kit.

CHAPTERS

00:00 CX as a Growth Engine

00:30 Introducing Jessica JP Posey and Kit Studios

03:01 The Origin of Kit Studios

04:50 The Role of Customer Experience in Business

08:44 Leveraging Customer Feedback

16:02 Global Perspectives in Customer Experience

17:41 Global Collaboration Challenges

18:06 Setting Clear Expectations

18:47 Travel and Dream Destinations

21:03 Favorite Foods and Childhood Memories

22:37 The Preki Experience and Leadership Lessons

25:34 Theater and Improv Influence

27:30 Consistency in Customer Experience

30:36 Future Plans for Kit

31:52 Conclusion and Special Offer

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I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

JP LinkedIn: https://www.linkedin.com/in/jessicaposey/

Special Kit offer (30 days free!) for CX Passport listeners: https://partners.kit.com/uvtoki

Subscribe to CX Passport newsletter: cxpassport.kit.com/signup

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