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

What's on your mind? Let CX Passport know... 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   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.