
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"
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