The one with the DAF CX – Dr. Liz Okuma E243

What's on your mind? Let CX Passport know... When you think “endowment foundation,” customer experience probably isn’t the first thing that comes to mind. Yet Dr. Liz Okuma, Director of Client Experience at the American Endowment Foundation, is reshaping how donor advised funds deliver trust, responsiveness, and ease… even when nearly all interactions happen without ever seeing a client face to face. This conversation reveals how listening, collaboration, and design thinking translate into real business impact. 5 Insights From the Episode -DAFs are booming… and CX is becoming a differentiator -Two customer groups, one experience mission -Internal listening is gold -Journey mapping unlocked cross-functional momentum -Culture changes when employees own CX CHAPTERS 00:00 What is a donor advised fund… and why CX matters 02:50 Serving donors vs. serving financial advisors 05:30 Looking out the window… not the mirror 07:54 Listening to frontline teams 09:33 Making best in class tangible 11:05 Journey mapping and quick wins 13:24 Cutting a process from 3.5 months to six weeks 15:58 Measuring what matters 17:10 First Class Lounge 21:56 Getting non-client-facing teams invested in CX 24:29 The power of stories and internal visibility 26:53 Cross-functional influence in action 29:33 Where to find Liz Guest Links AEF Website: https://www.aef.org/ LinkedIn: https://www.linkedin.com/in/liz-okuma/ Mentioned in the Episode Bose QuietComfort Headphones https://amzn.to/44e3hCT Affiliate Link Your Next Steps Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I"m Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).