The One With CX the Customer Would Pay For - Karyn Furstman E228 Greatest Hits

What's on your mind? Let CX Passport know... Would your customer actually *pay* for the experience you’ve designed? In this *Greatest Hits* episode of CX Passport, Karyn Furstman brings 30+ years of CX and operations expertise to the mic. With a background at brands like Washington Mutual, Safeco, Bank of America, and JPMorgan Chase, Karyn knows how to link customer experience to tangible business results. Originally aired as Episode 203, this conversation stuck with listeners for its clarity on leadership alignment, Lean methodology, and the reality of CX influence, even without a seat at the C-suite table. CHAPTERS   00:00  The customer would pay for it   02:12  Lean and CX in harmony   05:25  CX belongs in operations   08:57  Avoiding the “initiative trap”   11:55  CX influence without formal authority   16:42  Orchestrating CX with or without a team   19:52  First Class Lounge   24:09  Tying CX to financial outcomes   27:16  Make the CFO your best friend   29:58  Why Karyn launched her consulting business Episode resources:   Connect with Karyn Furstman on LinkedIn: https://www.linkedin.com/in/karynfurstman   Learn more about Customers First: https://www.customersfirst.com If you like CX Passport, I have 3 quick requests: ✅ Subscribe to the CX Passport YouTube channel https://www.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.