CX Starts With EX: Why Happy Teams Build Better Customer Experiences with JP Dumas

In this episode of The Growth Signal, host Alyssa Nolte sits down with Jean Pierre (JP) Dumas, a seasoned sales and CX leader with a track record of turning chaos into best-in-class teams. From his childhood selling seeds door-to-door in LA to leading massive CX transformations across telecom and travel industries, JP shares the pivotal leadership lessons that shaped his philosophy: take care of your people first, and everything else follows.

They dive into:

• The wild experiment that taught JP the true cost of ignoring employee experience
• How one employee writing “Union” on a whiteboard sparked a cultural reckoning
• The link between low EX scores and high churn—and what leaders can do about it
• Real-life stories of pandemic-era innovation driven by employee-led action
• Why the best customer experience begins far behind the frontlines

JP doesn’t hold back. He unpacks the hard-earned truth: if your people don’t feel seen, heard, and supported, your customers never will.

🔥 Key Takeaway:
EX is not a soft metric—it’s your first customer. Treat it that way, and you’ll build a flywheel of loyalty, trust, and growth from the inside out.

💬 Connect with JP:
LinkedIn: JP Dumas

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