The One With the AgileCX - Lauren Feehrer E220 Greatest Hits

01 Jul 2025 • 33 min • EN
33 min
00:00
33:44
No file found

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.

From "CX Passport"

Listen on your iPhone

Download our iOS app and listen to interviews anywhere. Enjoy all of the listener functions in one slick package. Why not give it a try?

App Store Logo
application screenshot

Popular categories