The one with the new studio - Jessica “JP” Posey, Senior Director of CX for Kit E217

What's on your mind? Let CX Passport know... 🎤🎞️“The one with the new studio” with Jessica “JP” Posey, Senior Director of CX for Kit in CX Passport Episode 217🎧 What’s in the episode?... (Special Kit offer JUST for CX Passport listeners is in the episode) In this episode of CX Passport, host Rick Denton is joined by Jessica “JP” Posey, the Senior Director of Customer Experience at Kit. Filmed at the Kit Studios in Chicago, JP and Rick discuss how customer experience (CX) is a significant growth engine for businesses rather than just a cost center. They explore how Kit, an email-first operating system, integrates CX into its product and service offerings to differentiate itself in the market. From the evolution of Kit Studios to the operational challenges of expanding physical locations, JP shares insights on managing complex experiences, leveraging AI for customer feedback, and the importance of aligning internal teams. The conversation also touches on JP"s background in theater, ballet, and coaching, and how these diverse experiences contribute to her approach to delivering exceptional customer experience at Kit. Additionally, the episode offers a special deal for listeners: a 30-day free trial of Kit. CHAPTERS 00:00 CX as a Growth Engine 00:30 Introducing Jessica JP Posey and Kit Studios 03:01 The Origin of Kit Studios 04:50 The Role of Customer Experience in Business 08:44 Leveraging Customer Feedback 16:02 Global Perspectives in Customer Experience 17:41 Global Collaboration Challenges 18:06 Setting Clear Expectations 18:47 Travel and Dream Destinations 21:03 Favorite Foods and Childhood Memories 22:37 The Preki Experience and Leadership Lessons 25:34 Theater and Improv Influence 27:30 Consistency in Customer Experience 30:36 Future Plans for Kit 31:52 Conclusion and Special Offer If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I"m Rick Denton and I believe the best meals are served outside and require a passport Episode resources: JP LinkedIn: https://www.linkedin.com/in/jessicaposey/ Special Kit offer (30 days free!) for CX Passport listeners: https://partners.kit.com/uvtoki Subscribe to CX Passport newsletter: cxpassport.kit.com/signup