Above The Fold Episode 49 | Living, Leading, and Learning CX
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Feb 27, 2025 Join Ashley Harris, Customer Experience Manager at Caraway Home, Molly Meetz, Director of CX at Corso, and Nancy Gurd, Associate Director of CX at Caraway Home, as they dive into their unconventional paths to customer experience. They discuss the importance of integrating customer feedback across departments and the necessity of adequate funding for CX. The trio shares insights on building resilient teams, preventing burnout, and fostering community support in a demanding field. Expect hot takes on why the customer isn't always right!
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Unexpected CX Career
- Molly Meetz's CX career began unexpectedly.
- She transitioned from account management, finding CX a better fit for her empathy and dislike of sales.
From Stage to Service
- Lauren Schorr's path to CX started in musical theater.
- She realized her passion for customer service while working day jobs, combining those skills with her acting background.
The CX Path
- There's no traditional educational path for customer experience.
- Individuals often find themselves in CX roles due to their empathy and people skills.