The One With the (CX) Pet Shop Boys - Scott Lee Holloway E226 Greatest Hits

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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

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