CX Passport The One With the Brussels Sprout Resolve – Mike Kendall E231
What's on your mind? Let CX Passport know...
Some call it doom and gloom for CX. Others say it’s just evolving. But Mike Kendall isn’t giving up on customer experience... he’s rethinking it.
From his early days helping define CX at Capital One to leading strategy at big brands and now advising through The Customer Lab, Mike brings a perspective forged by real-world change... and a drummer's rhythm.
And yes, you’ll want to hear the story of playing a 2000-year-old castle in Spain.
5 first-class insights:
- Why CX sometimes feels like the uncool cousin of Product... and how to fix that
- How to create cross-functional trust without needing formal authority
- What’s really behind “CX is dead” chatter
- The art of knowing your C-suite’s secret agenda
- A fresh way to think about CX’s role in driving shareholder, employee and customer value
CHAPTERS
00:00 Internal empathy... not just customer empathy
01:15 CX + product tension: why those teams drift apart
03:00 Technology gap and its role in CX’s “identity crisis”
06:00 Finding your value in a product-driven world
08:50 Building trust across silos
11:00 Speaking the language of results
13:30 Mission over title... create value and then get the title
18:35 First Class Lounge – travel, paella, and brussels sprout rebellion
23:40 Is CX dead... or just evolving?
26:00 The C-suite pendulum: shareholder, employee, customer
27:30 Advice for early CX careers
29:30 Learn more about Mike
Guest link: https://www.thecustomerlab.com/
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I'm Rick Denton and I believe the best meals are served outside and require a passport.
Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation.