The One With the AgileCX - Lauren Feehrer E220 Greatest Hits

What's on your mind? Let CX Passport know... How do Agile principles, customer experience, and camper life all fit together? Lauren Feehrer connects those dots brilliantly in this *Greatest Hits* episode of CX Passport. Lauren is the founder of LoyaltyCraft, where she helps mid-market companies grow through smarter customer experience strategies. From her roots as a process analyst at Accenture to helping clients implement Agile CX frameworks today, Lauren brings a balance of structure and empathy to the CX world. This episode originally aired as E182 and stood out not just for Lauren"s insights but for her authenticity — whether talking about CX in hospice care or running her family like a Scrum team (yes, really). Lauren blends CX discipline with curiosity and care — and it’s no surprise this episode made the Greatest Hits list. CHAPTERS  00:00  Starting at Accenture...and blue screens  04:58  Listening deeply to customers  07:49  Agile CX explained  11:46  The business of grief and caregiving  15:34  Family road trips during the pandemic  18:41  First Class Lounge  23:41  Discipline, emotion, and process  26:54  Her grandfather’s CX inspiration  29:11  Using Agile with your family Episode resources:  Connect with Lauren Feehrer on LinkedIn: https://www.linkedin.com/in/laurenfeehrer  Learn more about LoyaltyCraft: https://www.loyaltycraft.com 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.