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Can complaints actually be your company’s greatest asset?

In this *Greatest Hits* episode of CX Passport, Scott Lee Holloway shares his CX journey…from a teenage pet shop employee in the UK to leading customer experience strategy for APS Bank in Malta.

Originally aired as Episode 167, this conversation continues to resonate. Scott breaks down the cost of poor CX, why unstructured feedback matters, and how creativity (including a James Bond-style internal launch video) can drive serious CX results.

CHAPTERS

00:00 The cost of poor CX

02:29 Malta and the road to APS Bank

05:29 Support ≠ inefficiency

08:03 Getting skeptics on board

10:06 Loving complaints

15:52 CX maturity in Malta

18:08 First Class Lounge

23:50 Extracting value from unstructured data

26:58 Building a CX team from scratch

Episode resources:

Connect with Scott Lee Holloway on LinkedIn: https://www.linkedin.com/in/scottleeholloway

Visit Scott’s site: https://www.scottleeholloway.com

If you like CX Passport, I have 3 quick requests:

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

What's on your mind? Let CX Passport know...

CX won’t work if the people closest to the customer don’t have a seat at the table.

Kate Guenther’s journey started in childhood, learning how trust is built through human-centered service. Today, that experience fuels her belief that strategy only works when everyone is aligned — from the C-suite to the frontline.

In this episode, we talk about:

• How a childhood lesson sparked Kate’s customer-first mindset
• Why CX breaks down when key voices are excluded
• The danger of strategy with no frontline input
• How to bring product, ops, and support to the same table
• Why sustainable CX depends on clear ownership
  
  

CHAPTERS
0:00 Meet Kate Guenther
1:20 Interior design lessons and the Genevieve story
4:18 The shift from transaction to interaction
7:00 Equipping teams to scale CX
10:42 The connection between product and customer experience
12:34 Delivering CX results executives care about
14:07 First Class Lounge
17:53 What companies get wrong in CX
19:03 Scaling with soul: how to truly listen
21:10 Why great CX starts at the frontline
22:45 What’s next for Kate
23:01 Where to find Kate

Guest Links:
💼 LinkedIn: https://www.linkedin.com/in/kdg/

If you like CX Passport, I have 3 quick requests:
✅Subscribe to the CX Passport YouTube channel: https://youtube.com/@cxpassport
✅Join other “CX travelers” with the weekly CX Passport newsletter: https://cxpassport.kit.com/signup
✅Bring 🎙️🎬CX Passport Live to your event: https://www.cxpassportlive.com

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

What's on your mind? Let CX Passport know...

How do you build customer experience around support… not in spite of it?

In this *Greatest Hits* episode of CX Passport, Sarah Hatter shares insights from over a decade of championing support as a strategic pillar of CX. As the founder of ElevateCX and someone who’s worked across SaaS and startup landscapes, Sarah brings a grounded, honest take on what actually works when supporting customers.

Originally released as Episode 173, this conversation stood out for its real-world perspective, practical advice, and Sarah’s clear voice for treating support teams like the heart of the business.

CHAPTERS

00:00 Asking permission in support conversations

02:30 Support as a CX foundation

05:10 Why fast responses aren’t always better

08:45 The “escalation mindset” trap

12:20 Training great support teams

15:40 Mental health in support roles

18:05 What leaders miss about burnout

20:15 Why support should be a strategic asset

22:45 First Class Lounge

26:20 How ElevateCX was born

Episode resources:

Connect with Sarah Hatter on LinkedIn: https://www.linkedin.com/in/sarahhatter

Learn more about ElevateCX: https://www.elevatecx.co

If you like CX Passport, I have 2 quick requests:

✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup

✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com

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