The One With the AgileCX - Lauren Feehrer E220 Greatest Hits

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How do Agile principles, customer experience, and camper life all fit together? Lauren Feehrer connects those dots brilliantly in this *Greatest Hits* episode of CX Passport.

Lauren is the founder of LoyaltyCraft, where she helps mid-market companies grow through smarter customer experience strategies. From her roots as a process analyst at Accenture to helping clients implement Agile CX frameworks today, Lauren brings a balance of structure and empathy to the CX world.

This episode originally aired as E182 and stood out not just for Lauren's insights but for her authenticity — whether talking about CX in hospice care or running her family like a Scrum team (yes, really).

Lauren blends CX discipline with curiosity and care — and it’s no surprise this episode made the Greatest Hits list.

CHAPTERS 
00:00  Starting at Accenture...and blue screens 
04:58  Listening deeply to customers 
07:49  Agile CX explained 
11:46  The business of grief and caregiving 
15:34  Family road trips during the pandemic 
18:41  First Class Lounge 
23:41  Discipline, emotion, and process 
26:54  Her grandfather’s CX inspiration 
29:11  Using Agile with your family

Episode resources: 
Connect with Lauren Feehrer on LinkedIn: https://www.linkedin.com/in/laurenfeehrer 
Learn more about LoyaltyCraft: https://www.loyaltycraft.com

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